AdRoll Marketing & Advertising , 487件のレビュー

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

Hi there,

This is Rohini from AdRoll's Customer Support Team.

I sincerely apologize that the results of your campaign did not align with your expectations. Additionally, I understand that there are concerns about the associated charges.

I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. I want to assure you that we do not impose charges if a campaign or plan has been ended/canceled.

Please know that the amount we collected was a part of the ad campaign spend which is not included 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.

That being said, I see that the plan was canceled before renewal and as a result, we didn't charge for it as it was in the free trial.

If you have time, I’d love to follow up with you to understand your goals and offer my help, hence, I will write a detailed email. I hope that helps.

Regards,
Rohini

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!

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

Hi there,

Tatiana from AdRoll's Customer Support team here.

I'm sorry to hear that you're experiencing a drop in sales and suspect it may be related to our platform. I understand how concerning this can be, and I'm here to assist you in investigating and resolving the issue.

I see our Supervisor is already in contact with you about your concerns. We have started investigating this to know what exactly the issue is as this seems to be pretty unusual. Please note, we take these matters seriously and want to ensure we understand the issue fully.
You may be required to provide us with more details and answer a few questions so we can check it thoroughly and share the right solution. Please stay in touch with us and provide requested details. This will enable us to work towards resolving it and improving your overall experience with us.

Thank you for your cooperation, and we appreciate your patience as we work towards a solution.

Cheers!

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