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No customer support. tried to cancel the plan with no assistance. I have now continuously been charged for a service I do not need or want. Do not sign up, they will steal your money. Also, their free plan costs 27.47 a week.
Hi there,
This is Rohini from AdRoll's Customer Support Team.
I am sorry to hear you had a negative experience with us. We want every customer’s experience to be the best possible, and we work hard to make sure that happens.
I reviewed the conversations that you had with our support team about canceling the subscription plan and charges. Please know that the amount we collected was a part of the display ad campaign spend which do not include in the monthly subscription plans.
Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN.
Also, I see you are in touch with my colleagues and they provided details about the charges and deactivated the account as per your request. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business.
Please revert to us on the same email if you have any queries, and I will personally assist you further.
Have a wonderful day!
Thank you!
The absolute worst customer service of all time. PATHETIC
If you think this is an option for you my advice is to make sure you learn as much as possible from your account rep you have the first 30 days; take notes and make sure your tracking pixels are working because afterward you are totally on your own. The online chat cannot answer questions. They will create a ticket and not follow up. AdRoll must be very successful for some because they do not care about helping you once you are a regular customer. I paused my campaign for several months and when I had more money to spend on a campaign the support was extremely negligent; they were unable to assist in making sure my tracking pixels were working properly. After 100,000+ ad impressions my ROI was literally 0%. Sign up at your own risk. FYI: when you do a search in their Help section under "cancel my account" there are no results!
my ads have always done okay but with Adroll my ads literally tanked. i stopped using them and the other day i get a bill from them. tried to work it out with support staff but nothing. this is a company i do not recommend.
Hi there,
This is Rohini from AdRoll's Customer Support Team.
I sincerely apologize that the results of your campaign did not align with your expectations. Additionally, I understand that there are concerns about the associated charges.
I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. I want to assure you that we do not impose charges if a campaign or plan has been ended/canceled.
Please know that the amount we collected was a part of the ad campaign spend which is not included in the monthly subscription plans.
Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN.
That being said, I see that the plan was canceled before renewal and as a result, we didn't charge for it as it was in the free trial.
If you have time, I’d love to follow up with you to understand your goals and offer my help, hence, I will write a detailed email. I hope that helps.
Regards,
Rohini
Why can't we choose zero stars?
I tried AdRoll twice for my company and noticed awkward billing and click attribution both times.
In the first instance, everything was moving along fine. Then, all of a sudden my charges per click increased exponentially. Concerned, I paused my campaign and then ended that round.
I returned to the platform in January of 2017. Even though my customer base was small, they were maxing out my daily spend. Which I wouldn't have minded. However, I noticed that their click attribution wasn't even close to what I was seeing in Shopify or Google analytics. I contacted customer support and it was clear the rep was "grasping for straws," providing me more excuses than solutions and only exasperating my concern regarding this company.
Personally, I hate working with online ad companies who are not transparent regarding their billing/attribution practices. There are plenty of other options out there. Facebook has their own Dynamic Ads protocol as does Google. I have lost far too much money using AdRoll and I hope this review saves other stores from similar pains.
Be aware that even if you cancel your plan and don't complete or launch any campaigns AdRoll will run "lookalike campaigns" and charge you.
Hi there,
This is Rohini from AdRoll's Customer Support Team.
Firstly, I'd thank you for taking the time to share your feedback regarding your recent experience with us. We value your input and are genuinely sorry to hear about your dissatisfaction.
We strive to provide exceptional service and regret that we fell short of your expectations. I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. Trust me, we do not charge if the plans/campaigns ended. Also, I trust your words and I'd love to follow up with you personally to investigate in this regard and do my best to resolve it.
I have emailed you, could you please check your inbox, whenever you have a minute? I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for.
Thank you!
Rohini
Can we leave zero stars?
Adroll has a known issue with double reporting in Facebook. They did not tell me about this upfront, but had no problem taking my money for 40 days until I noticed and ran my own reports.
So I shut off my FB ads and my web ads still have errors. Adroll is taking credit for sales that have not been generated. Simple match can show what all my ad funnels are generating for me. Adroll always had inflated numbers.
No compensation offered. While I do not think they are intentionally trying to cause issues, it is clear that they do not care.
The worst app ever No support No answer!! Why you did this app if you wont work on it??!!
you cost me lots of money for nothing you just waste my money, total scam!
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. We have investigated the history of contact with the email address associated with your AdRoll account and noticed that the account administrator, Leah, has contacted us once, yesterday via the Live Chat - the conversation was handled by one of our Customer Support Agents, Joshwin. The chat was about the authorization and the chat transcript along with the follow up email was sent to Leah right after the chat. Could you please check your inbox? For your convenience, let me share the ticket number for reference: 1515022.
If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Feel free to email our Marketing team directly at customermarketing@adroll.com if you’re open to discussing more. You're always welcome to reach out to the Customer Support at help.adroll.com, we'll be more than happy to help.
Thank you,
Ewa
Terrible. The integration of adroll with facebook has resulted in me losing access to my facebook account as an admin. Waiting in the dark for some resolution, but a complete disgrace. Do not download and integrate.
I would't recommend this app to anyone. The conversions they show you are false, and its nearly impossible to get them to cancel your account. I have now tried calling and emailing all week to find out I was billed yet again while my campaigns are paused.
Please do not use this app and find better ones. They charged my card after i cancelled my services with them and ive reached out to them multiple times and hadnt recieved a response. only scam companies stop responding ironically after they steal money from you.
Hello Taylor,
This is Ewa from AdRoll's Customer Support Team,
Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention - could you please check your inbox? The refund has been initiated last week. My colleague, Aayush has contacted you about it as well.
We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Would you mind providing me with more information on the team not responding? I'd like to look into it deeper as from our side it looks like all the concerns have been addressed.
Thank you,
Ewa