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Never used this app. Once you have added your card details, you cannot remove them. Also, when checking with their customer support agent, they stated they have to contact a different department to do that. I did not even use their service, and they have still deducted from my account without asking. It feels like a scam, and do not put your valuable money into this app.
Hello there,
I am Rohini from the AdRoll's Customer Support Team.
Firstly, I'd thank you for taking the time to share your experience. I am sorry that it was not a positive one, and I sincerely regret any inconvenience it might caused.
We want every customer’s experience to be the best possible, and we work hard to make sure that happens. That being said, I would like to assure you that adding the payment card is required to run the campaigns and it is securely stored with us. The payment card can be removed by our Finance team only when the account is inactive.
Also, I've reviewed your account and could see that earlier you were on the Marketing & Ads Plus free trial which was converted to a paid plan. That's the reason, the charge has occurred. To provide you with accurate and comprehensive information about our policies, I'd recommend referring to the Terms of Service (https://help.adroll.com/hc/en-us/articles/360041269891-NextRoll-Terms-of-Service-Updated-July-2022-) that were agreed upon in the initial sign-up process regarding the charges/refund.
I'd love to follow up with you and have contacted you via 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.
Thank you!
Rohini
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!
Been using it for 4 months spend around $400 a day ($12,000 a month). It's far less effective then other ad retargetting systems. Google will get you a lot more traffic for $400 a day. With Adroll we get only 65-100 clicks a day were with google for $400 we got closer to 400 to 600 a day and a lot more coverage and conversion. The reporting basically reports anyone who sees the ad and buys something, not always people who click on it. Stay away. Use Creito, Yahoo, Google, anything but AdRoll. I paused everything and deleted my account today, my agency suggested them. Otherwise I would I shut down long ago. If your agency suggests them look for a new agency also, it means they don't know anything about online marketing.
Worst experience the second time, Not approved charges $$$ and never get money back, NO customer service support by phone. Don't use this app and this company!!!
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.
We have investigated your account and noticed a few tickets related to the described issue. Do you mind checking the #1205439 ticket at loyalbuildinfo@gmail.com? Also, we got in touch with Kristin Garrett, please do respond to the emails generated, once you have a minute, we'll be happy to explain the payment method authorizations further.
Appreciate your understanding,
Cheers,
Ewa
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.
Great customer service, they could easily solve my problem online in a few minutes. Their chat system is great and quick response.
Malísima me cobraron y no sirvió de nada. NO SIRVE EN MÉXICO
Malísima me cobraron y no sirvió de nada. NO SIRVE EN MÉXICO
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. Can you please elaborate on the issues you have been facing? We have investigated the comment left, however found no email nor chat history with the email address associated with your AdRoll's account. Do you mind reaching out to our Platform Specialists at help.adroll.com? We'll be happy to assist and clarify all the problems you've faced.
Thank you!
Ewa
works well with www.westcoastvapesupply.com
While not the easiest app to understand the customer service is unlike anything else. They go above and beyond and take the time to walk you through each step. They make sure you feel comfortable navigating their app and offer screenshots and other tools to help as you need.
I am giving AdRoll's app 5 stars because this was the fastest product feed integration I have seen. We had few hiccups getting a campaign launched, but their online chat support quickly handled the issue for us. Really happy we signed up.