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If only I could rate this ap with negative stars... By far the worst experience that I have ever had trying to run an ad. Firstly, Adroll generated ads for me that didn't meet their own guidelines so I had to manually create ads that did. Secondly, they approved my ads and told me to load them onto a campaign so that they can start running just for my entire campaign to be rejected. They had me change the entire landing page of my business and then stopped responding to my emails after I modified everything to meet the guidelines that needed to be met. After all of this back and forth they deleted my account, ads and all. This is especially frustrating because adroll runs ads for similar businesses. Worst app and customer service ever. Shady business.
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
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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
AVOID!!!!!!!!!! Worst app I have ever used.....EVER!!!! Charged me over £320 and I got 0 SALES. ZERO!!!!!!!! They were charging me almost £1.50 per click!!!! Absolutely criminal. Shopify should be made aware how poor this app is. It doesn't help you, it charged you stupid amounts for non-relevant ads. The worst app and biggest waste of money my business has made. Extremely disappointed!!!!!!!!!
Hello Matt,
This is Ewa from AdRoll's Marketing team.
I'm very sorry to hear you're disappointed with AdRoll. I hope that today's Live Chat helped to understand the campaigns' performance and the spend generated for the impressions served. If you have time, do you mind replying to the email that was generated after the chat ended? It will go straight to me, I'll be happy to explain more on what can be improved to earn your recommendation and reach your marketing goal.
Cheers,
Ewa
Very UNSATISFIED! Please don't use this app if you want not to lose money.
I uninstalled the app AdRoll from my Shopify store on 14th of August. On 19th of August they have taken money from me for ads. This message comes when I try to enter my profile in AdRoll but they continue to take money from me for making ads.
"Connect Your Account to Shopify
malinka198004@gmail.com
Change"
I did not let this payment go through because I uninstalled the app and that's the way I tell them I don't want to work with them anymore. That's how things work in Shopify. When I uninstall an app they must not take money from me.
Bestgoodshop
Said above "Your first $60 is free. After that, AdRoll is priced for performance." Yeah, my A**! Within an hour of setting up my campaign with them I got billed for over $210.00. Right off of my credit card. RUN!
The support was good on live chat, helped me a few times quickly. But throughout my experience, the info was kind of glitchy and today the moment my ads started running after i made some changes, there was 1 click only the whole day and yet the cost went up slowly to 4.56 usd. It wasn't the cost for one click, it went from 1 dollar plus and ended up to that but still 1 click. If it's delayed reporting, how can it just affect the cost and not the number of clicks. I'm looking for a reliable ad partner long term that can work just as well as Google with transparency and I have to trust it for it to work. Had to uninstall and let this go right after.
Hi there,
Tatiana is here from AdRoll's Customer Support team.
I am sorry to read that you are not happy with the way our campaign performance reporting is currently happening. But we do have an explanation for it as how we report your campaign metrics may differ from other platforms that you may be using.
Kindly allow me a chance to turn your experience around as the customer satisfaction is always a number one priority for us.
We do not charge you based on the number of clicks. Our Pricing is solely based on the Dynamic CPM model where we charge you only for the number of impressions served by the campaign irrespective of the number of Clicks and Conversions.
Our dashboard doesn't report live metrics as the bidding happens within milliseconds. Sometimes it is possible that some metrics may update faster than the others.
So, we suggest allowing up to 48 hours and check the dashboard for accurate KPI reporting.
Having said this, I will write a detailed email regarding all your concerns that can help understand our reporting data as well as optimization tips to improve the performance so that the campaign meets your goals.
I hope that helps.
Sincerely,
Tatiana
I Uninstalled this app before the end of the 30 day trial as it couldn't do anything because I sell Lingerie but still charged me. I need an immediate refund.
Hello there,
This is Ewa from AdRoll's Customer Support Team.
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 reviewed your account and can confirm that the refund for the "Marketing and Ads Plus Tier 1" subscription is being transferred to your payment method.
As per your request, we have cancelled the plan as well. My colleague, Rishiraj, will email you back as soon as the refund is initiated.
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,
Ewa
Adroll just keeps charging your card without notification!
**BEWARE** I downloaded the app for about 1.5 weeks.. I didn't even get started because the was an "issue" with my pixel. The Customer support just keep telling me to do something.. and I would as "HOW" and they just responded we just do it..We went back and forth 4 times until I unintalled the app.
They low and behold I have an adroll charge on my account.. for NOTHING!
Worst app ever.
Beware.
Not worth the time. The free version still charges you without asking for your approval or authorisation. No traffic or customers.
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.
Could you please check your email? We have reached out to you with more information on the transactions mentioned. We're there to clarify all your doubts and answer your questions.
If you have time, we'd love to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having.
We'll await your response,
Cheers,
Ewa