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I am extremely disappointed with my experience using AdRoll for marketing and advertising. The app is incredibly confusing, and I believe it’s designed that way on purpose. Setting up my campaigns was a frustrating ordeal, but I managed to create two campaigns, hoping for a positive outcome. However, in just three days, with a click rate set at $0.10, I was billed nearly $500.
What did I get in return? Absolutely nothing. My return on investment was a staggering $0. This is incredibly disheartening, especially since the product I was advertising typically performs exceptionally well. When I use other advertising platforms, I consistently achieve a 6x return on my investment. This stark contrast makes AdRoll’s performance even more disappointing.
Not only did I waste a significant amount of money, but I also wasted my time. The lack of results and the confusing nature of the app make it clear that AdRoll is not a reliable platform for effective advertising. I would strongly advise others to steer clear of this app. Based on my experience, I cannot recommend AdRoll to anyone looking for a worthwhile advertising solution.
Hi there, thank you for your feedback.
I’m Tatiana from the AdRoll Customer Support team.
First, I would like to thank you for your honest feedback regarding our platform's UI. AdRoll values transparency and appreciates your input. I’m truly sorry to hear about your disappointing experience. We aim to make our interface user-friendly, and I apologize if it felt confusing. Our platform might initially seem complex due to the wide spectrum of services we offer. However, we’re always here to provide step-by-step guidance through screenshots or personalized video recordings to help you navigate the setup process smoothly.
Regarding your campaigns, I understand your frustration with the ROI and billing. Our Brand Awareness campaigns are designed to attract new visitors, but for better sales results, we recommend Retargeting campaigns. I’d love to assist you in optimizing your campaigns to improve performance and meet your expectations.
Once again, we value your input and are committed to improving our services. Please let us know how we can turn your experience around. Feel free to reply to the email I've sent to you with any questions.
Thank you, and I hope to hear from you soon.
Warmest regards,
Tatiana
My inbox is full of spam emails from adroll.
I emailed support, uninstalled the app, and received 10 of the exact same confirmation emails in the last hour, and they're still coming.
Not good at all.
Hi there,
I am Rohini from the AdRoll Customer Support Team.
Thank you for taking the time to share your experience with AdRoll. I truly empathize with the disappointment you felt.
I completely understand that receiving multiple emails for the same context would be unsettling and I am here to clarify the situation. Please know that we do send an email confirming that the Shopify integration has been removed and the next steps after that would be to pause the campaigns and cancel if there are any subscription plans automatically.
However, this email would be sent only once after the AdRoll app is deleted from the Shopify account. It looks like there was a temporary glitch due to which numerous emails were sent. I genuinely regret the inconvenience caused and we are committed to addressing it. Our goal is to ensure your satisfaction throughout the entire process.
I'd love to follow up personally with you so I have sent an email. Please take a moment to check your inbox whenever you have time. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for.
I wish you a fantastic rest of the day and eagerly await your response to the email.
Thank you,
Rohini
"I deactivated this app, yet I keep receiving notifications from my bank every day, saying they want me to pay — one day 20€, another day 60€, and another day 100€. Now, when I finally had money in my account, they just took 64€, and then another time 103€, without any explanation for what and why, especially since I deactivated the app and don’t use it at all."
Hi there,
I am Rohini from AdRoll's Customer Support Team.
Firstly, thank you so much for taking the time to share your feedback. I truly appreciate it, and I’m really sorry to hear that your recent experience didn’t meet expectations.
We greatly value your input and are genuinely sorry to hear about your dissatisfaction. After reviewing your profile, I noticed the email notifications was about failed transactions, and I can see you’ve already uninstalled the AdRoll app but still received charges. We understand how concerning that is.
Also, our team member is in touch with our engineering team regarding this. I’d like to personally follow up on your case and ensure we get this sorted for you as soon as possible.
We understand how important it is to have a seamless and positive experience with our services, and we deeply regret any inconvenience you may have encountered.
I’ve sent you an email please take a look when you have a moment. I look forward to helping resolve this and restoring your confidence in us. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for.
Thanks,
Rohini
I had may ploblems with Ad Roll :
1. Dynamic Campaign Photos Problem: Dynamic campaigns often select random product images, ruining the brand’s image.
Impact: This can seriously compromise the visual identity and appeal of the brand, especially for a luxury fashion brand that relies heavily on aesthetic consistency.
2. Logo Issues Problem: The color of the logo changes in the dashboard, and support does not provide a way to monitor if the logo appears correctly in the campaigns.
• Impact: The inability to verify the integrity of the logo in advertising campaigns creates uncertainty about the brand’s presentation.
3. Campaign Previews Problem: Even though you can see the campaign preview in the dashboard, it is not possible to get a control link to see how the campaign actually runs online. Support only provides textual reports, without the possibility to visually verify the campaigns in real-time.
Impact: Without being able to see a live preview of the campaigns, it is difficult to ensure that they are in line with the brand’s image and values.
4. Cookie Banner Issues:
Problem: After setting up a customized cookie banner, it was removed without notice, forcing the use of a system banner that is aesthetically displeasing. Impact: This not only ruined the homepage’s aesthetics but also created potential legal issues.
Conclusion:
Wasted Time: Hours spent configuring Shopify integrations and trying to resolve issues with support without success.
Legal Risks: The sudden removal of the customized cookie banner could lead to legal non-compliance.
Overall Negative Experience: The combination of these problems led to a frustrating and inefficient experience.
Advice:
Based on My experience, it seems prudent for luxury fashion brands to consider alternatives to AdRoll that offer greater control over the aesthetics and consistency of advertising campaigns, as well as more transparent and reliable support.
Hi Celeste, thank you for sharing your feedback with us. I am sorry to know our support did not meet your expectations. We've thoroughly reviewed every concern and every chat conversation with you. Here are our findings:
Regarding Dynamic Creatives: As the name suggests, Dynamic Banners showcase products from your website dynamically based on the customer's activity (Retargeting campaign) or the most popular products in the Brand Awareness campaign when the user has never visited your site before. The products shown in the Dashboard are just templates, and we also provide Demo Links to demonstrate how they may look in a live environment.
Logo Color: Please know that there has been no issue with the color of your logo. While we acknowledge your feedback about discrepancies in color between the Dashboard and the live environment, the logo was being displayed accurately in live banners. However, we have taken this feedback seriously and shared it with the Product Team to improve our services and ensure clarity for all our clients. Thank you for bringing this to our attention; your insights are invaluable to us.
Verifying Campaigns live in action: Our team has provided detailed instructions on how to view the banners live by retargeting yourself with your own banners. While it's a hassle-free process, it may require time to be captured with cookies and post retargeted.
GDPR banner (Customized Cookie Banner): We want to clarify that the customized cookie banner embedded in your website's source code cannot be removed by anyone without access to your website. Once you've accepted or rejected the Cookie Banner, it won't be displayed again unless cache and cookies are cleared. To verify this, kindly use Incognito mode (or clear cache and cookies) and revisit your website; you should see your cookie banner without any issues.
We hope this clarifies the situation you've been experiencing. Please know that we're fully committed to assisting you further and ensuring your experience with us is as smooth and positive as possible. If there's anything else we can do to help, please don't hesitate to reach out.
Additionally, I've sent the email to you to ensure our communication remains seamless. Feel free to respond to it, and I'll gladly address any additional concerns you may have.
Warmest regards,
Tatiana
DO NOT USE!!!
We used AdRoll to gauge what type of traffic comes through. We opened a contextual ad campaign with a budget of $4.00 per day, over the course of two days. The AdRoll spent $4276.00
I reached out to the company to point out the error and they confirmed it was an issue. A few days later they still charged it.
I reached out again and raised a dispute through Paypal business but they refuse to process the refund. Paypal have sent the refund request and they are using excuses like our engineers need to look into the issue etc.
It seems they have done this before to others and will use any means necessary to scam you.
Hi Kaspar, thank you for sharing your feedback.
I want to start by sincerely apologizing for the experience you’ve had.
After reviewing the details, I can confirm that the charge you mentioned should not have occurred under the campaign settings you selected. This is not the standard we hold ourselves to, and I completely understand your frustration.
Our colleague Rohini is currently working closely with our Finance team to resolve this as a priority. Additionally, our Support Engineers are investigating the root cause to ensure this kind of issue is fully addressed and doesn’t affect anyone moving forward.
We know this situation has caused inconvenience, and we’re committed to making it right. We kindly ask for a little more patience while the internal teams finalize their review and take corrective action. We take your concerns seriously, and your feedback is being used to improve our processes.
Please don’t hesitate to reach out directly if you have any further questions, we're here to support you until this is fully resolved.
Sincerely,
Tatiana
Injects malicious and tracking cookies on shop without user consent, such as casalemedia.com https://www.securitystronghold.com/gates/remove-casalemedia-cookie.html
I was unable to get adequate ad designs from the design team. After a period of weeks we decided not to continue with AdRoll. They made it a nightmare to get our data removed from their system. Think very carefully before allowing AdRoll to integrate with your store.
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.
I see that your account with AdRoll is now closed - I'm very sorry to see that. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Currently, our supervisors are looking deeper into your request with regards to removing the personal data - I'll make sure you'll get an update as soon as possible.
Feel free to reply to the emails send if you’re open to discussing more.
Cheers,
Ewa
Steer clear as they figure out their re-branding. Not only do they track conversions based on impressions (customer sees the ad then purchases then they attribute the sale to their efforts...) After years of service, they suddenly installed a GDPR popup without consulting with us first. We are a Canadian company that does not do business in the EU. Total waste of time and lack of oversight.
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. If you have time, I’d love to follow up with you to understand the improvements needed and offer my help with any problems you’re having. We have reached out to you via email, please do let us know if there is anything we can do to earn your recommendation.
Thank you!
Ewa
bro these guys scam you, once you add your payment method the home screen goes white. don't trust these scammers
Hello there,
This is Ewa from AdRoll's Marketing team.
I'm sorry to see such a negative review about AdRoll. Can you please share the email address associated with your AdRoll account? I'd like to investigate the reason why our Dashboard didn't load properly for you.
Let me explain how our pricing model work: we charge only for the impressions served by a campaign, once launched. There are no additional charges. The payment method is not charged unless the campaign starts performing, please check more about our pricing here: https://help.adroll.com/hc/en-us/articles/211842678-AdRoll-Pricing
Feel free to email my team directly at customermarketing@adroll.com if you’re open to discussing more. Please keep in mind, that you can always reach out to our support on help.adroll.com, we'll be happy to explain further.
Cheers,
Ewa
I use this application but it is time for the software and platform experience to improve. They have very old ads, they must update the platform more, listen more to the client and stop seeing only their benefit. The ads show the comparative price instead of the actual price, it is a software disaster, they charge the money and the ads last forever to approve them, what kind of service is this? Shopify should not let these applications work under your shoulder, what they do is go to companies instead of helping them to get up. I do not recommend this application.
Hello there,
This is Ewa from AdRoll's Marketing Team.
Thank you for taking the time to let us know how we’re doing. I am very sorry to hear we haven’t met your expectations. Our Customer Support Leadership Team has just followed up with you, please do let us know if there is anything more we can do to earn your recommendation.
Cheers,
Ewa