It has now been over a month since I reported a critical fault with Mailchimp's system: the unsubscribe merge tag does not work properly in live campaigns. This is a fundamental feature for any email platform, and the failure renders Mailchimp unusable for compliant marketing communications.

Even worse, their own support team explicitly acknowledged this was a bug. I was told it had been escalated as a Tier 2 system-wide issue and that developers were working to fix it. But now, a completely different team has taken over — and is denying the issue even exists.

This internal contradiction is unacceptable. One team admits to a platform bug and escalates it. Another team ignores those records entirely and demands I start from scratch, re-explaining everything and re-uploading the same evidence, for the fifth time.

This is not a functioning professional tool. It’s a slow, fragmented, chaotic mess — where one hand doesn’t know what the other is doing, and customers are trapped in an endless loop of repetition and deflection.

A platform that can’t handle something as essential as an unsubscribe link — and can’t even coordinate its own teams — is not fit for purpose.

Avoid at all costs.