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2024년 3월 22일

The support we have received is super helpful! They are very informative and advise where to apply best practice.

Linzi
영국
앱 사용 기간 6년 초과
2024년 2월 21일

Great service and great results. We've improved our retargeting massively through the use of AdRoll. The support we have received has been great and we are expanding the use of it to other projects.

PhenGold
영국
앱 사용 기간 6개월
2023년 12월 21일

Simple to set up and the tech support is fantastic, but the best is that IT WORKS! We have a great ROI although mostly using the retargeting feature.
It integrates with Shopify seamlessly and I believe that is an APP that is a must for a new or established business.
Ciao!
Marco

Artistica.com
미국
앱 사용 기간 거의 5년
2024년 4월 11일

I did like the idea of the platform but I had a few issues. 1) No matter what I did I could not get my google account to connect. There was even a third party app google recommended to transfer account data but even that didn't work so there was a big platform missing for my ads. 2) Probably more importantly for me was that they put pretty big holds on your credit cards for the ads. I set up an ad campaign for a total spend of $45 a day and there was almost $800 worth of holds on my credit card. If I just run these ads myself through google, facebook, etc. there aren't holds on my credit card. If I was trying to run a few ads and was spending closer to $100+ a day there would have been almost 2k worth of holds on my credit card and I just don't want my credit tied up like that.

crystal cavern imports
미국
앱 사용 기간 6일
답글 AdRoll개 2024년 4월 12일

Hi there,

I am Rohini from the AdRoll Customer Support team.

First and foremost, I want to express my gratitude for taking the time to share your experience with us. I'm truly sorry to hear that it wasn't a positive one, and I deeply regret any inconvenience it may have caused you.

I've reviewed your account and, I want to assure you that the recent activity isn't an actual charge. Our automated system attempted to authorize the default payment card as part of the standard approval process for your campaign. This is a routine step to verify the validity of the payment card. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization

I want to reassure you that the authorization amount is promptly voided from our end. Nevertheless, the timeframe for the funds to become accessible again on your card is subject to your bank's policies. I understand that the authorization process may not be ideal for everyone. I'd emphasize that validating the payment method is a necessary step in ensuring the validation of payment card for security reasons.

I've also noticed that the Google ad account is not connected, and I understand that this issue is still unresolved. Please be assured, that your concern has not gone unnoticed. I will be more than happy to work with you to rectify this.

Your satisfaction is paramount to us, and I genuinely apologize for any inconvenience. I'd love to follow up with you personally via email to sort this out.

I am hopeful for the chance to rebuild your trust and showcase the high standard of service we pride ourselves on delivering. Your satisfaction remains our utmost priority, and we are dedicated to making things right for you.

Cheers,
Rohini

2024년 2월 19일에 편집됨

Let me start off by saying I've given this app too many chances. Only my web recipes would work. My Facebook and IG ads wouldn't. I'd get error messages like "ads partially running" or something along the lines of "cannot save recipe, please contact live agent". I've reached out to the technical support team multiple times; some of them would just bombard me with a bunch of articles to read on how to troubleshoot a multitude of issues instead of my dashboard issues in particular. Another issue I have is that I live in the US and get an email at 2 or 3am (Eastern Time) on how they're actively working on my dashboard issues. When I wake up at 7 or 8am and reply to the email I receive, I'll only get a reply back when I'm asleep. And after Friday, forget it! You'll have to wait until Monday again and go through the same vicious cycle again. When that happens I would chat with a new live agent during business days because of urgency, only to get another agent that, instead of helping me troubleshoot the issue directly, will send me a bunch of articles. What's the point of contacting a live agent if they will just send me a bunch of articles I can read and figure out on my own? If you value your time and money, find another advertising/marketing app. There are a plethora of apps out there with a clean User Interface and good User Experience. I'm going to look elsewhere.

The Melanated's Fundamentals
미국
앱 사용 기간 14일
답글 AdRoll개 2024년 2월 19일

Hi Ben, I'm Tatiana, and I wanted to reach out and personally thank you for sharing your thoughts with us. Your patience and understanding mean a lot as we navigate through the challenges you've faced.

After going through your valuable feedback, I took a closer look at our previous conversations. I noticed that you were connected with agents outside your time zone, and I totally get how that could be a bit tricky. Our Support runs around the clock, and sometimes shifts change, causing a hiccup in the assistance continuity. I'm sorry for any inconvenience this might have caused.

Your insights on the Facebook connection matter didn't go unnoticed. The Engineering team has already shared some insights and steps to troubleshoot. It appears the disconnection happened on Facebook's end.

I understand that this situation may have been frustrating, and I genuinely apologize with any inconvenience it may have caused. Turning your experience around is my top priority. I've dropped you an email, and I'm hopeful you'll give us a chance to make things right for you.

Feel free to hit reply on the email thread with a title ''Tatiana from AdRoll'', and let me know if there's an opportunity for us to enhance your experience. Your satisfaction is crucial to us.

Best,
Tatiana

2024년 3월 28일

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.

Ascend Lighting
캐나다
앱 사용 기간 1일
2023년 12월 19일

Our monthly revenue has finally begun to take off after working with AdRoll. Thank you so much for making it easy to grow and prosper!

Goodbye UTI at The Newtriment Store
미국
앱 사용 기간 5개월
2024년 2월 5일

Really perfect service, patience and guide every step.

Dario Raia Antiquariato Modernariato Vintage
이탈리아
앱 사용 기간 18일
2024년 1월 19일

Support is really great, I can not fault them at all. They are very very helpful and they support me through everything.

SmartwhipUK
영국
앱 사용 기간 2일
2023년 11월 29일에 편집됨

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.

RGL sales and service
캐나다
앱 사용 기간 2개월
답글 AdRoll개 2023년 11월 27일

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