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My store is new and I need to start advertising, I installed AdRoll yesterday and yes it was in a few simple clicks, BUT, what happened after that isn't very pleasant:
1- I couldn't access the application from Shopify, or even by logging in using my user, i have to use a custom URL to access the application, I know that from the support who told me that their team is working on the problem.
2- I got a big error message on the home page that Pixel is not connected, I contacted their support again and they solved the issue.
3- I tried to find the Social Ad Campaign or Recipe that I need to attract new customers, and their support told me that they removed this for now and it will be available in the future.
4- In their ad video, they say that they connect to my store at Shopify and sync the product for dynamic apps, i could find this even after 24 hours.
5- The instruction and videos on youtube is different of what you actually see, it look like another product!
6- I disconnected my Meta account, and it still shows connected even after more than 18 hours, so it wasn't an easy goodbye to this application.
The only brilliant thing I found is their support team, they are very helpful, accurate, and give you full answers, you can contact them in one click and in less than one min.
I don't know if it was a good product, but I can see that they are going in the wrong direction now.
Hi there,
I am Rohini from AdRoll's Customer Support Team.
I am sorry that you had a negative experience with us. We set a high standard for ourselves, and we regret to hear this was not met in your interaction with our business.
Kindly note that there is a known issue when we log in from the Shopify app, the pricing plan is being shown. Our Developers are working with the Shopify team to rectify and sort it.
The pixel connection status and the feed configuration would take some time to reflect on the dashboard after being connected though they are done immediately with the integration as per the activation process. I agree with you that it should be something done quickly.
Currently, we do not have the option to launch a Facebook attract campaign at the moment but trust me, our Product team is working on it, and we should have the option soon.
As promised, my colleague Joshwin is working on your concern regarding the Facebook ad account disconnection which should be disconnected soon.
Thank you for your understanding and patience. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having.
Cheers!
Very disappointed, highly unprofessional team, after removing the app they still have my card details and deducted $170 lying that they used it for the ad , already file complain against them, let see what Shopify team does to them
The support was fast and friendly! They helped me with the integration. Looking forward to see the results of the app.
I just wasted an entire day on this terrible, terrible app that I would not recommend to anyone. It just does not work and does not do what is promised. I recommend you google adroll on trustpilot before wasting your time. Worst of all is that I wanted to close my account and you can't even do that without emailing customer support. Absolutely disgusting company. Stay away and don't waste your day, like I did.
Be extremely carefull with this APP. The APP automatically overwrite some important Shopify settings without any warnings. E.g. suddenly our GDPR banner was changed from our own banner in Dansih to an AddRoll GDPR banner in english without telling us or warning us.
Hello there,
This is Ewa from AdRoll's Customer Support Team.
Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations.
With the GDPR banner options, yes, while creating the account two options are available for the companies registered in European Union; AdRoll's default banner and a custom banner. I understand that the AdRoll's banner was implemented on your website unintentionally, I'm very sorry about that.
We were able to find your account with AdRoll and noticed that the GDPR settings have been changed to use the custom banner from now on. I have also emailed you, could you please check your inbox, whenever you have a minute?
I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having.
Thank you,
Ewa
Terrible app. I sign up, pixel gets loaded, then I leave the site. Once I come back in the whole process starts again, wanting me to sign-up and pay again!
Hello there,
This is Ewa from AdRoll's Customer Support Team.
I am so sorry to hear that you have had such a poor experience and you no longer want to work with us.
Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you. Earlier this week, we noticed an issue that affected our service and users' integrations. We are so sorry that you were affected.
We have rectified the issue, and you should be able to log in to the account correctly. I see that you're in touch with my colleague, Michał; could you please try accessing the account again and let us know if the issue still persists?
Thank you,
Ewa
AVOID AVOID AVOID! After reading some good reviews I signed up this evening (on the free Starter account) and created 2 remarketing campaigns (Facebook & Google) both $50 / day. Within 30 minutes my bank had reversed 3 transaction requests from Adroll totalling $1540! Seriously what!
I obviously want no part of this and upon exploring their system figure out I can't even delete my account or delete my card. What is this! So now am going to bed wondering if they are going to empty my account over night. So messed up.
Like I said: AVOID
Hello there,
This is Ewa from AdRoll's Marketing Team.
Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations. Looking at the review, it looks like the unexpected charge was just an authorization: whenever you launch a new campaign or edit the budget of an existing campaign, we try to authorize the weekly budget of all the active/paused campaigns to ensure the payment method is valid and can support future payments. This amount is later released back to your account. Please check more about the authorizations here: https://help.adroll.com/hc/en-us/articles/212518057-Billing-Styles#4 We charge only for the impressions served by the campaign, it is called dCPM: https://help.adroll.com/hc/en-us/articles/211842678-AdRoll-Pricing. Unless the campaigns start serving impressions, there will be no charges.
Do you mind reaching out to our support at help.adroll.com? I'll personally review your account and confirm the authorizations. Please keep in mind that you can always Open A Live chat, our Platform Specialists will be happy to assist with any questions you may have.
Feel free to email my team directly at customermarketing@adroll.com as well, if you’re open to discussing more.
Thank you,
Ewa
I got the app through Shopify, it connected and asked permission to connect to store like all other apps. I set up everything and then I went to add IG/FB permission, those were approved but once that happened it disconnected through Shopify. The only way to reconnect is by adding a code manually to my theme but their coding is not compatible with .JSON themes. I will update my review is they reconnect to my store without me having to do it. If you are in the Shopify App Store is should integrate automatically with Shopify Themes. So far not satisfied at all.
Hello there,
This is Ewa from AdRoll's Marketing team.
Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations and the Shopify integration disconnected automatically.
We have investigated your account and emailed you back, the tracking code is up and firing under the website associated with your AdRoll's account. In case of any questions, do you mind replying back to the email? I'll be happy to assist you further.
Also, if you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having.
Cheers,
Easy to use and easy to install. I would definitely recommend it to anyone using AdRoll on Shopify.
Wow, quite terrible service and questionable billing tactics at best... I suggest listening to the existing reviews and stay away.