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"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 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
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
I'll start off with don't bother. You'll waste your time and money. I had nothing but issues, ads would get suspended for any little thing at all. When I finally got it sorted out after talking with two different agents on two seperate occasions I tried to log back in and my password magically didn't work. Sent in a request for a password reset but never received the reset email. I had to start an all new account, put all the information in again.
I created yet another campaign and I was told in a little red/pinkish bar at the top of my screen that "pixel" wasn't connected. No matter how hard I tried and did the information given it wouldn't connect aka you won't get many hits on your ads.
Then I get an email saying if my website doesn't have a privacy notice about date collected by adroll my ads will be suspended.... really I need to do your job for you? Like come on. This should be provided to any potential customer by the company who makes the ads. If I take the bus is it my responsibility to put warnings signs about stayed seated?
Try other ad apps, this is trash.
Edit in response to comment, the adult content was definitely on me. But having my profile discontinued after I had that "adult" content taken off was an issue for me. Yes my ads were still suspended on my end, if it's a system problem then this needs to be looked at because again it showed suspended. I looked though my spam folders and there was nothing.
Edit#2 So after cancelling my service days ago I see a change to my PayPal, I already paid up on the day I cancelled.
So on top of all of everything else they are still charging me. Do yourself a favor if you are foolish enough to take a chance on this app and you use PayPal, cancel through PayPal once you do realize this app isn't worth the time and money.
Hi Ryan, thank you for bringing your concerns to our attention; it means a lot that you're keeping us informed. I'm genuinely sorry to hear that we didn't quite meet your expectations, but I'm here to make things right for you.
We recommend checking the spam or junk folder for the reset emails. Should you encounter any difficulties, we are prepared to assist you with additional troubleshooting steps. Just let us know.
Your dedication to launching the campaign is genuinely appreciated, especially considering the significant effort you've invested in creating a new profile from scratch. It is important to note that the Pixel may require a brief disconnection from the old profile and subsequent reconnection to the new one. This may explain the "Pixel Connection Lost" notification you observed, and ideally, a swift disconnection from the old profile should facilitate a seamless reconnection.
Additionally, the temporary suspension of ads was a result of adult content on your website. Once this matter was addressed, our Policy team approved the campaign. Please understand that we must adhere to the policies set by our partnered ad networks, these are crucial steps we have to follow.
Rest assured, I am at your disposal to address any further issues or concerns you may have. I have sent an email and await your response. Rest assured, we can collaboratively work towards a resolution that satisfies both parties.
Once again, I appreciate your efforts and understating; our sincere apologies for any inconvenience these issues may have caused.
Looking forward to hearing from you.
Warmest regards,
Tatiana
I uninstalled the app on the 12th because there isn't any advertising going on and they still charged me and now I can't log in to their website.
Hi there,
I am Rohini from the AdRoll Customer Support team.
Thank you for bringing your concerns to our attention. I'm genuinely sorry to learn that your experience was not as expected, and I apologize for any trouble it has caused. Please be assured that I am here to make it out for you.
To assist you further, I have reviewed the account and can confirm that there are no active plans at the moment. I want to assure you that we do not charge once the plan is canceled or the account is closed.
It seems there was a bit of misperception because it looks like the account was removed on Shopify, but was not closed from the AdRoll directly. Please know if the AdRoll +Shopify integration is removed, there will be an email sent from our end informing the active campaigns/plans will be paused/canceled within 24 hours as shown here: https://app.screencast.com/3LMKgdFDHZhDZ. And, our system will automatically downgrade the plan.
However, it looks like the invoice was generated while the integration removal status was not reflected as it would take a maximum of 24 hours to reflect the same on the AdRoll dashboard. Thus, an invoice was generated. Nevertheless, I want to assure you that there will be no charges from our end, and I will personally contact our Finance team to make sure everything is resolved.
I’d also like to follow up with you personally to address any concerns you might have. I want to make this right for you. I have sent you an email, so please reply at your convenience, and I will be happy to assist you further.
I am eager to regain your trust and showcase the excellence of our service. Your satisfaction is our top concern, and we are committed to addressing any issues.
Thanks,
Rohini
Data in the dashboard is incorrect, and not trustworthy. They do not stand behind their product or their data. The information from shopify and adroll do not agree. DO NOT GET THIS PRODUCT. It is a waste of your money and completely aggravating. Shopify should remove it from their store.
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
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