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Horrible, they ruin your website with all the pop-ups- the ruin the store do not use at all.
Hi there,
I’m Rohini from the AdRoll Customer Support team.
Firstly, I'd like to thank you for sharing your feedback. We’re genuinely sorry to hear about your experience, as causing disruption to a website is never our intention.
I want to assure you that integrating our app does not automatically add pop-ups to a website. That said, we understand that something didn’t work as expected in your case, and we truly want to help resolve it. At the moment, we’re unsure which specific pop-up may have caused the issue, and identifying it would allow us to assist you more quickly or address any setup-related concerns.
I’d love to follow up with you personally, so I’ve sent you an email. When you have a moment, please feel free to take a look. I’d really appreciate the chance to regain your trust and show you the level of service we strive to provide. Your satisfaction is our top priority, and we are committed to resolving any issues.
Thanks,
Rohini
This app is a fantastic tool that has been incredibly beneficial for my store. I highly encourage you to embrace this app on your own terms.
Best app for your ads, great team, whatever your goal may be adroll is here to make it a reality. I highly recommend
Shopify is a reliable and beginner-friendly platform for anyone looking to start or grow an online store. It offers professional templates, powerful tools, and great support, making it one of the best choices for e-commerce in 2025.
AdRoll is one of the best apps I have used, and it's amazing! The customer support is excellent!
AdRoll has been a fantastic platform for running and managing digital advertising campaigns. The dashboard is intuitive, making it easy to set up, track, and optimize campaigns across multiple channels. What stands out the most is the retargeting capability—it helps reconnect with potential customers effectively and improves conversions without much manual effort.
Their audience targeting and cross-channel marketing features (especially email + ads working together) make it simple to deliver consistent messaging across the customer journey. The reporting is clear, insightful, and helps in making data-driven decisions.
On top of that, the customer support team is responsive and knowledgeable, always ready to guide with best practices or resolve queries quickly.
Overall, AdRoll is a reliable tool for businesses looking to maximize ROI, improve retargeting performance, and run seamless omnichannel campaigns. Highly recommended!
I’ve been using AdRoll with my Shopify store and it has been a great experience. The setup was smooth, and the integration with Shopify is very easy to manage. I especially like the retargeting ads, since they help bring back visitors who didn’t purchase the first time. The dashboard is clear and simple to understand, even if you’re not an expert in ads. Their customer support has also been helpful whenever I had questions. Overall, AdRoll makes advertising much easier and I definitely recommend it to other Shopify merchants.
This app is fantastic! I love that this app provides the help and special tools to help my business grow.
I've had great experience with the app so far it makes things easier and bring them into one place making it easy for you to drive traffic trough your ads
Great customer service
AdRoll Marketing is a solid choice for Shopify store owners who want a cohesive, multi-channel approach to paid ads and email marketing. It shines in simplifying management, enabling dynamic retargeting, and providing actionable reporting. If you’re mindful of costs and willing to invest time then this is the perfect choice.
AdRoll has been the #1 omnichannel remarketing tool we've used for years. Excited to have it directly integrated to our store : )
We’ve been using AdRoll to strengthen customer retention and scale our remarketing efforts across both web and social channels. The setup was quick, and the Shopify integration makes it easy to sync audiences and track performance without extra hassle.
The dashboard delivers clear reporting on campaign performance, ROAS, and customer journey insights. One of the biggest advantages has been the ability to manage both retargeting and prospecting campaigns from one centralized platform.
Their support team has been responsive and knowledgeable, offering guidance to optimize our campaigns and sharing best practices along the way.
If you’re a growing eCommerce brand searching for a straightforward remarketing solution with dependable customer support, AdRoll is a strong option to consider.
on signup it asks an irrelevant question - Hey there! We're so glad you're here. Please answer a few quick questions to help us get to know you better.
after that it freezes and doesnt move ahead with next button.
Update: We've checked in with our Engineering team, and the ''freezing'' issue seemed to be an isolated case. We'll keep monitoring to make sure it doesn't happen again. Thank you again for sharing this feedback, it really helps us keep improving the experience for all our users.
Hi there,
Thank you for bringing this to our attention. I'm sorry the screen froze during the greeting questionnaire. These questions are designed to help our AI suggest the best campaign types to support your goals.
We'll work with our Engineering team to investigate why it may have gotten stuck after clicking the ''Next'' button. The good news is that I can see your profile has already been created successfully.
I've also reached out to you via email to keep our communication smooth and ensure you have all the support you need. I'd love to hear from you, please feel free to reply to that email whenever it's convenient.
Warmest regards,
Tatiana
Easy to use and lots of resources to get what you need done.
AdRoll is a game-changer for Shopify store owners! With AI-powered ads, dynamic retargeting, and multi-channel automation, it helps boost conversions effortlessly. Easy to set up, data-driven insights, and seamless Shopify integration make it a must-have for scaling your business. Highly recommended!
#AdRoll #ShopifyApps #EcommerceMarketing
My experience has been awesome with AdRoll. I had an issue that needed to be fixed and was taken care of by an assistant by the name of Meghana Nakirikanti in which she did an absolute awesome job in helping me out on which I was having trouble with. And again thank you guys so much for the awesome help.
Very helpful customer service, I didn't understand what I was doing but got all the help I needed
I am very happy with Ankita. This is the first time I have created an ad campaign with AdRoll, and Ankita guides me on how to do it with patience until I finish and submit the ads. Thank you so much, Ankita. You did a very good job.
Very responsive and helpful team.
Hi there,
I am Rohini from AdRoll's Customer Support Team.
Firstly, I'd like to thank you for sharing your experience with us. I'm genuinely sorry to hear that it wasn't a positive one, and I regret any inconvenience it may have caused.
After reviewing your account, I can confirm that the recent activity isn't an actual charge, but our automated system attempted to authorize the default payment card for the approval of the campaign. I want to clarify that this is a standard authorization process to validate the payment card's validity. The authorization covers the total daily budget for all campaigns multiplied by seven days. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization
Also, I understand that your daily budget is set at $5 for both campaigns, and I apologize for any disruption caused by the higher authorization which was triggered by an increase in the daily budget.
The authorization typically occurs once a day for five consecutive days to approve the campaign and allow ample time for clients to address any issues with the payment card. I want to assure you that there won't be any additional authorizations triggered.
Once again, I apologize for any frustration this may have caused, and I appreciate your understanding as we always work to improve our processes. I'd love to follow up with you personally via email to provide a detailed explanation and address any questions you might have. Please keep an eye on your inbox for my follow-up email, and feel free to revert to it at your convenience.
I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Your satisfaction is our top priority, and we are committed to making things right for you.
Thanks,
Rohini
Wonderful and helpful agent. Helped me with getting started
I highly recommend to be a part of AdRoll family, it’s one of the best, specially the customer service agents they professional respectful agents, and special thanks to Agent Joshwin
best service
Support is really great, I can not fault them at all. They are very very helpful and they support me through everything.
Great for retargeting, great team, highly recommend.
Dear AdRoll Team and potential AdRoll users,
I'm going to share my experiences with AdRoll one by one. Let me start by saying that working with AdRoll is a waste of time and money.
I installed the AdRoll application, but the dashboard is overly complex and not user-friendly.
I created an ad in my AdRoll account and tested it for a week. During this time, I sent seven emails to the AdRoll team, and while I did receive seven replies, not a single one of my questions was answered.
I communicated with the AdRoll team, expressing that I had set up the ads but found the dashboard too confusing. I suggested that they handle the general settings because I was looking for a long-term partnership, but no one showed any interest in assisting me.
I haven't seen any results from AdRoll advertisements. My money went to waste.
I didn't get any return, not even 1%, from AdRoll ads. In fact, I didn't even get any traffic. I reached out to the support team and proposed making adjustments, explaining the situation, and offering suggestions, but I still couldn't find a solution. My balance is decreasing every day, but I haven't received any support or conversions.
In conclusion, think twice before working with AdRoll. There is no support, and you'll never get answers to your questions. The dashboard is overly complex, and there is no support for your ad campaigns – you'll just be left hanging.
Sincerely, Lady Ros
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31.10.2023
Hello, I appreciate your response, but I'm not sure if you're aware that your previous answers still didn't address my issues. The responses you provided didn't offer any solutions to the problems I'm experiencing. Additionally, £14 was deducted from my account, and I made a payment, but I've sent you seven emails with questions and received no support. Furthermore, there hasn't been any improvement in my advertisements. Please provide clear answers after fully understanding all of my questions and concerns. Vague responses won't resolve the issues. Wishing you a productive day.
Update: 02.11.2023
Hi there! Thanks for getting back to me. I totally understand your situation, and I'm ready to help you out with all the details. I can provide screenshots and video recordings to make everything crystal clear for you. Just to clarify, I'm eligible to share the necessary information (your private details from your profile), but I kindly ask that you respond to my email for a smoother conversation.
For now, let's talk about that £14 you mentioned. It's important to note that it wasn't a charge but actually an authorization. The authorization was triggered when you launched a campaign on 10/17/2023. You're on an automated post-paid billing plan, which means you'll be charged weekly for the impressions served by the campaign for the previous week. To ensure that your payment method can cover the weekly campaign budget and minimize any risk of issues, we run these authorizations. The funds are voided by AdRoll immediately, but your bank might hold them briefly if they suspect any unauthorized activity. You might want to check with your bank about this authorization that could still be pending.
Payment Method Authorization https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization-#:~:text=The%20authorization%20amount%20equals%20the,within%20the%20last%2090%20days.
The screenshot from the help center article: https://app.screencast.com/rJ70eKnYpk3RD
So, my suggestion is to get in touch with your bank and clear this up. It'll help resolve the situation faster.
Again, I kindly ask that you respond to my email titled "Shopify Review: Addressing Concerns," which I sent as Tatiana. Together, we can work on finding a solution that works for both parties. Collaboration is the key here, and I appreciate your cooperation.
Looking forward to your email response.
Warm regards,
Tatiana
_____
Hello there! Thank you for sharing such detailed feedback. I've taken a good look at your situation and I'm all set to provide insights on the concerns.
It seems like some of requests could have gone smoother. But please understand that not all requests can be handled by our Customer Support team alone. We're here to give you a hand and guide you through the necessary steps. However, there are certain procedures that our team can't handle and needs your cooperation.
Also, I've noticed that there haven't been any recent invoices paid, and the only one currently past due has led to the suspension of your profile due to non-payment. So, just to be clear, you haven't spent any money with us yet.
I want you to know that I'm here to guide you through all the steps to ensure your experience with us is top-notch, that's why I've reached out via email.
Wishing you a fantastic rest of the day, and I'm eagerly awaiting your response.
Best regards,
Tatiana
AdRoll is AWESOME!!!! They have GREAT Customer support!!!
I dont like it. It doesn't help and im trying to get rid of it and stop being charged but it seems they hide stuff so u cant opt out of it.
Hello,
Thank you for sharing your experience with AdRoll. I'm sorry to hear that it hasn't met your expectations, and I want to assure you that I'm here to assist you in resolving any concerns you have.
Upon reviewing your account, I noticed that no campaigns were created, and there were no social channels connected. Additionally, I could see that the charges were indeed related to your active subscription, which was promptly canceled on the same day you requested it.
I've also sent you an email with all the details regarding the charges and concerns you have raised, as we take them seriously. I'm eagerly awaiting your response and am more than happy to address any questions you may have about what you believe could be unclear or hidden.
Looking forward to hearing from you.
Warm regards,
Tatiana
UPDATE: As you can see from Tatiana's response, they promised to refund the money. We just received an email saying they cannot issue a refund. We will take legal action and claim the money through our bank. BE CAREFUL WITH THESE MEATBALLS. IT'S A SCAM, THEY ARE STEALING YOUR MONEY. We will also update Shopify
They are scammers and thieves, they tried to gain access to my email, (we changed passwords), we have deleted and do not use their app and they charged us, they do not give you the possibility to delete the card you have entered into their system and the only way communication is via email. AWAY-SCAMMERS-THIEVES. We have contacted our bank and our legal department. ATTENTION EVERYONE
Hi there,
Tatiana from AdRoll's Customer Support team here.
I apologize for the way you're feeling about this. However, I completely understand how frustrating it can be to receive unexpected charges. Please rest assured that we have reviewed your account and identified that the charge occurred due to an auto-renewal of the paid subscription.
As you are not using our services, promptly contacted us and have already canceled the subscription, we have requested our Finance team to process the refund for you. Once the refund is completed, they will remove the payment method associated with your profile and close it entirely.
To keep you informed throughout the process, please stay in touch with us via email. We'll provide regular updates and ensure a smooth resolution.
Thank you for your understanding, and we appreciate your patience.
Cheers!
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
Although I have just started using it, they help quickly and effectively from the live support section. A great option to increase your traffic.
Adroll has great customer service. Michael Lee was really helpful and supportive throughout the onboarding process and made it easier for us.
excellent customer service and always available! special thanks to Tatiana, were were chatting for over 3 hours even past her work hours and she answered all my questions plus more! she was super patient and knowledgeable about the product and gave great recommendations on how to use the app features. it's such a comfort, since the platform itself can feel complicated and daunting for a first timer.
i am still in the process of making my campaigns and ads now, and can't say anything about the effectiveness of the app. But I will update my review once I get my ads running
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!
Excellent Customer Support and excellent app to make your Marketing campaigns. The platform is very easy to use and have too many options to optimize with a different kind of campaigns. Retargeting for example are one of the bests, great app!
Amazing customer service from Prerana T. Was really helpful and resolved my issue quickly without any hassle.
Excellent customer service, thank you! I am new so still learning during the free trial, and there are a few restrictions due to Meta issues, and geographical issues such as features only limited to Canada and the US, but so far so good!
great service and great customer support aswell as an optimized look feel and gestures i love using adroll as my main ad provider
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!
I reached out to AdRoll support about my integration with Shopify. Rohini R was incredible. He was very knowledgeable about the integration process and wasable to help me with my integration. Thanks so much.
Great assistance, fast reply by customer help. Fast and knowledgeble answers. Didn't used for so long to review my best :)
Installed just to give it a 1 star. Company charged 145.44$ to my card wrongfully. Only asked for 30 day trial. Did not deliver any customers or sales. When asked for a refund - did not get one. avoid this company. Asked the company to delete all display ads before 30 days - and refused - in order to steal more of my hard earned monies. Total scam. The lookalike campaign they responded about and all campaigns were asked to be deleted when I found out they were charging our company wrongfully. Honestly think they've kept us on in order to charge us illegally even more.
The Process as to what was asked:
"We were wrongfully charged because we were guaranteed a 30-day free trial.
We were asked to set a budget.
We set up a campaign and set it at 5$ [which should be free] in case this we would be duped.
Once we had followed the process and set the budget and set up a campaign it had charged us when 30 day free trial was promised.
Your companies campaigns wrongfully misled us. Including both the 78 dollar charge and 145 dollar charge.
Sure enough, we were duped out 200+ dollars by this criminal organization.
We wanted to test the experience and THEN pay. Not be tricked and cheated
into paying with false advertising."
Hi there,
This is Rohini from AdRoll's Customer Support Team.
We're sorry to hear you had an unpleasant experience. Our goal is the total satisfaction of our customers, and to provide a positive experience. I understand that you have opted in for the 'Marketing & Ads Plus' subscription plan which gives a 30-day free trial and are discontented about the weekly charges.
I reviewed the charges that you are referring to and found that they are related to a display ad campaign where the billing happens for the number of impressions served on a weekly basis based on the assigned daily budget. Kindly know that 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
Furthermore, there is a Lookalike campaign that has been launched through which we could find new users to the website only. However, I see our supervisors are looking deeper into your concern, I'll make sure you'll get an update as soon as possible.
I hope this helps. Have a wonderful day!
Cheers,
I have received a great support from Ankita B , very nice this is that kind of support am looking for , again thank you for your great support.
AdRoll is a wonderful addition to my shopify store. Customer Service is exceptional! Highly recommend for any size business. They have many different options for any business..
The best support team I have ever met. They are kind and respectful. For example if you don't understand they will take you through it slowly till you understand.
Customer service is on top! Yes it's confusing at first but they're really helpful and answered all my questions and showed me exactly how to use this app
i'm a new to adroll and from my first experience the support it is very helpful and fast, with live chat they fix all my issues. The platform it is very easy to use and easy to create ads. Now i waiting to see my ads results.
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
Worked with Gauri T today and received great information that will be useful with my account, thanks Gauri T!
