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AVOID AVOID AVOID! After reading some good reviews I signed up this evening (on the free Starter account) and created 2 remarketing campaigns (Facebook & Google) both $50 / day. Within 30 minutes my bank had reversed 3 transaction requests from Adroll totalling $1540! Seriously what!
I obviously want no part of this and upon exploring their system figure out I can't even delete my account or delete my card. What is this! So now am going to bed wondering if they are going to empty my account over night. So messed up.
Like I said: AVOID
Hello there,
This is Ewa from AdRoll's Marketing 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. Looking at the review, it looks like the unexpected charge was just an authorization: whenever you launch a new campaign or edit the budget of an existing campaign, we try to authorize the weekly budget of all the active/paused campaigns to ensure the payment method is valid and can support future payments. This amount is later released back to your account. Please check more about the authorizations here: https://help.adroll.com/hc/en-us/articles/212518057-Billing-Styles#4 We charge only for the impressions served by the campaign, it is called dCPM: https://help.adroll.com/hc/en-us/articles/211842678-AdRoll-Pricing. Unless the campaigns start serving impressions, there will be no charges.
Do you mind reaching out to our support at help.adroll.com? I'll personally review your account and confirm the authorizations. Please keep in mind that you can always Open A Live chat, our Platform Specialists will be happy to assist with any questions you may have.
Feel free to email my team directly at customermarketing@adroll.com as well, if you’re open to discussing more.
Thank you,
Ewa
Wow, quite terrible service and questionable billing tactics at best... I suggest listening to the existing reviews and stay away.
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
Support is atrocious.
They want a CC without showing dynamic ad previews.
The customer support agent could not understand what was going on.
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.