Overall rating
Counts per rating level
  • 71% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 19% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants appreciate this app for its easy integration with Shopify and swift ad campaign launch capabilities. They value its comprehensive dashboard, retargeting feature, and automatic visitor segmentation. Many report increased traffic, conversions, and a good return on ad spend. The customer service is praised for its responsiveness and proactive approach, often setting up campaign review meetings. The app is recommended for businesses of all sizes due to its robust targeting capabilities.

March 22, 2024

The support we have received is super helpful! They are very informative and advise where to apply best practice.

United Kingdom
Over 6 years using the app
February 21, 2024

Great service and great results. We've improved our retargeting massively through the use of AdRoll. The support we have received has been great and we are expanding the use of it to other projects.

United Kingdom
6 months using the app
April 11, 2024

I did like the idea of the platform but I had a few issues. 1) No matter what I did I could not get my google account to connect. There was even a third party app google recommended to transfer account data but even that didn't work so there was a big platform missing for my ads. 2) Probably more importantly for me was that they put pretty big holds on your credit cards for the ads. I set up an ad campaign for a total spend of $45 a day and there was almost $800 worth of holds on my credit card. If I just run these ads myself through google, facebook, etc. there aren't holds on my credit card. If I was trying to run a few ads and was spending closer to $100+ a day there would have been almost 2k worth of holds on my credit card and I just don't want my credit tied up like that.

crystal cavern imports
United States
6 days using the app
AdRoll replied April 12, 2024

Hi there,

I am Rohini from the AdRoll Customer Support team.

First and foremost, I want to express my gratitude for taking the time to share your experience with us. I'm truly sorry to hear that it wasn't a positive one, and I deeply regret any inconvenience it may have caused you.

I've reviewed your account and, I want to assure you that the recent activity isn't an actual charge. Our automated system attempted to authorize the default payment card as part of the standard approval process for your campaign. This is a routine step to verify the validity of the payment card. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization

I want to reassure you that the authorization amount is promptly voided from our end. Nevertheless, the timeframe for the funds to become accessible again on your card is subject to your bank's policies. I understand that the authorization process may not be ideal for everyone. I'd emphasize that validating the payment method is a necessary step in ensuring the validation of payment card for security reasons.

I've also noticed that the Google ad account is not connected, and I understand that this issue is still unresolved. Please be assured, that your concern has not gone unnoticed. I will be more than happy to work with you to rectify this.

Your satisfaction is paramount to us, and I genuinely apologize for any inconvenience. I'd love to follow up with you personally via email to sort this out.

I am hopeful for the chance to rebuild your trust and showcase the high standard of service we pride ourselves on delivering. Your satisfaction remains our utmost priority, and we are dedicated to making things right for you.


December 21, 2023

Simple to set up and the tech support is fantastic, but the best is that IT WORKS! We have a great ROI although mostly using the retargeting feature.
It integrates with Shopify seamlessly and I believe that is an APP that is a must for a new or established business.

United States
Almost 5 years using the app
Edited February 19, 2024

Let me start off by saying I've given this app too many chances. Only my web recipes would work. My Facebook and IG ads wouldn't. I'd get error messages like "ads partially running" or something along the lines of "cannot save recipe, please contact live agent". I've reached out to the technical support team multiple times; some of them would just bombard me with a bunch of articles to read on how to troubleshoot a multitude of issues instead of my dashboard issues in particular. Another issue I have is that I live in the US and get an email at 2 or 3am (Eastern Time) on how they're actively working on my dashboard issues. When I wake up at 7 or 8am and reply to the email I receive, I'll only get a reply back when I'm asleep. And after Friday, forget it! You'll have to wait until Monday again and go through the same vicious cycle again. When that happens I would chat with a new live agent during business days because of urgency, only to get another agent that, instead of helping me troubleshoot the issue directly, will send me a bunch of articles. What's the point of contacting a live agent if they will just send me a bunch of articles I can read and figure out on my own? If you value your time and money, find another advertising/marketing app. There are a plethora of apps out there with a clean User Interface and good User Experience. I'm going to look elsewhere.

The Melanated's Fundamentals
United States
14 days using the app
AdRoll replied February 19, 2024

Hi Ben, I'm Tatiana, and I wanted to reach out and personally thank you for sharing your thoughts with us. Your patience and understanding mean a lot as we navigate through the challenges you've faced.

After going through your valuable feedback, I took a closer look at our previous conversations. I noticed that you were connected with agents outside your time zone, and I totally get how that could be a bit tricky. Our Support runs around the clock, and sometimes shifts change, causing a hiccup in the assistance continuity. I'm sorry for any inconvenience this might have caused.

Your insights on the Facebook connection matter didn't go unnoticed. The Engineering team has already shared some insights and steps to troubleshoot. It appears the disconnection happened on Facebook's end.

I understand that this situation may have been frustrating, and I genuinely apologize with any inconvenience it may have caused. Turning your experience around is my top priority. I've dropped you an email, and I'm hopeful you'll give us a chance to make things right for you.

Feel free to hit reply on the email thread with a title ''Tatiana from AdRoll'', and let me know if there's an opportunity for us to enhance your experience. Your satisfaction is crucial to us.


March 28, 2024

I am very happy with Ankita. This is the first time I have created an ad campaign with AdRoll, and Ankita guides me on how to do it with patience until I finish and submit the ads. Thank you so much, Ankita. You did a very good job.

Ascend Lighting
1 day using the app
February 17, 2024

Wonderful and helpful agent. Helped me with getting started

Modern Lifestyles
About 2 months using the app
December 19, 2023

Our monthly revenue has finally begun to take off after working with AdRoll. Thank you so much for making it easy to grow and prosper!

Goodbye UTI at The Newtriment Store
United States
5 months using the app
February 5, 2024

Really perfect service, patience and guide every step.

Dario Raia Antiquariato Modernariato Vintage
18 days using the app
January 19, 2024

Support is really great, I can not fault them at all. They are very very helpful and they support me through everything.

United Kingdom
2 days using the app