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On Monday this week (21 March) i subscribed to adroll with Shopify.I was advised by Neha in support that all is in order,and that i would be up and running in 24 hours.The next day-24 hours later-i cannot run ads as there is an issue with the shopify integration.It is now Day 4 and the last response received from Saschin S is as follows:
I have gone ahead and have raised a request to our Support Engineering team. Kindly, allow me some time and I'll be sharing an update soon.
Could someone please step in and tell my why i having these issues and im not able to get going.
Integration is easy to set up and customer service is 24/7 available. Rishiraj was really helpful and guided me through all the steps.
Useful only if you really have zero knowledge of analytics and ads, otherwise it's just a complication for retargeting. with google ads, you can set up display campaigns for retargeting and pay per click, with adroll you can only set up with pay per view (making a campaign much more expensive). The audience building can be done in the same way using analytics and facebook.
Misleading. When I decided to give AdRoll a try, I only did so to check out its so-called FREE TRIAL. I later learned the FREE TRIAL was a lie as these people attempted to rip money from my credit card. When I confronted these people about it I was given stories that contradicted what I knew I read when I looked into AdRoll, to begin with.
We're now in a little fight as they claim I owe them for a service, despite the fact I know what I read said FREE TRIAL. Clearly, it wasn't free and it appears now I'm a victim of a SCAM. I was monitoring this very closely - but the shocker was learning AdRoll tried to take money from my c/c. This came as an unpleasant surprise. Thankfully, my c/c company blocked them and I have since taken this matter to the Better Business Bureau and highly-ranked review sites so people are aware of AdRoll's dubious practices. This is not a trustworthy company. Maybe they were once upon a time but this no longer seems to be the case. Now, I've seen the "screenshot" provided and the one I was shown still doesn't dismiss the fact what I read as a Free Trial isn't what I encountered as these people attempted to bill (and rob) me.
Hello there,
Thank you for taking the time to share your experience with AdRoll. I truly empathize with the frustration and disappointment you must be feeling. I sincerely apologize for any confusion and inconvenience caused.
I definitely understand that knowing unexpected charges can be unsettling, and I'm here to clarify the situation. Please know that the 'Marketing & Ads Plus' Free Trial has key benefits such as sending unlimited emails, connecting social ad accounts & managing them, and providing ad credits as well which can be applied to the web ad campaign spend. However, it doesn't cover the ad campaign spend and this information has been displayed on our pricing page here: https://www.adroll.com/pricing-build. Here's the screenshot: https://www.screencast.com/t/wvBMAoif
We charge for the campaign spend based on the assigned budget from your end while launching a campaign. I also want to assure you that our intention is not to mislead or engage in any deceptive practices. I genuinely regret that you felt this way, but we always strive our best to enhance our customer service experience.
With that said, I have sent an email regarding the charges to follow up in detail, 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
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.
I used this app a couple of weeks and am really happy with the costumer support. They reply fast and answered all of my questions. Great service!
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
The Shopify app is flawed. We checked what they were reporting as conversions and confirmed that none of the customers they reported as converting actually came from their retargeting. This has been reported to Adroll and acknowledged as an error but so far, no explanation.
Thoroughly check their conversion reports against your own data. Without accurate conversion reporting, the app is useless.