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VERY DISAPPOINTED they tempt you with a free $60 "try adroll for free" is what they claim, the reality? they charge your credit card each week without any consent or notification of how much it will be. $30 per week they have been charging me and i had no idea as i was told i had a $60 free trial and didn't agree to any further spend beyond that. This is my first bad experience with a shopify app and i would suggest you stay well clear!
Really slow approval process, they tell you just to wait and do not inform you what are the reasons for the delay.
The app will bring you only headache.
I'm currently using this app, 1st of all its very confusing, I feel its a trap to get you to spend, I was about to cancel & prob will soon. I'm waiting to see if the ad actual works. It said I had ad credits but it tried charging my CC several times. I don't seem to be getting help from customer support with direct answers, and I'm becoming frustrated
I used this app to trying and grow traffic and conversion to out website. Unfortunately we made a significant loss and didn't even break even over the 6/7 weeks.
The team are very helpful but this wasn't a success for us,
The app had a lot of glitches with displaying accurate data (it was severely off) and the subscription. I tried getting assistance via phone call but they didn't show up for the call. I sent several emails regarding the call and further assistance but didn't receive one response. They also charged me even though I wasn't set up to the point to run ads so I'll be contacting my bank. It seems that if you experience issues integrating their app, then you are not the customer they choose. I would go elsewhere for a company who values every customer, and brands of all sizes.
Hi there,
This is Rohini from AdRoll's Customer Support Team.
We are disheartened to hear that you have had such a poor experience with us. We always strive incredibly hard here to make every customer experience the best. However, I understand we’ve not been able to meet your expectations this time, and I am sorry about it.
Currently, our supervisors are looking deeper into your request regarding getting in touch via phone call. Coming to the charges, kindly note, it was collected as a part of the 'Marketing & Ads Plus' subscription plan. Be assured, I am checking with our Finance team regarding the refund as well.
I'll make sure you'll get an update as soon as possible and get it sorted.
Thank you!
I had high hopes for this but it didn't work out for my particular shop. I was told to try it longer and I would see results but I had already spent a lot of money and didn't even break even. If you have the extra funds, give it a try. But for now it didn't seem worth it for me.
"I recently used AdRoll for my marketing efforts and was extremely disappointed with their customer service. Despite multiple attempts to reach out for assistance, my questions and concerns were never adequately addressed. The representatives I chatted with seemed uninterested and unhelpful, leaving me feeling frustrated and dissatisfied with my experience. The lack of proper customer support completely undermines the potential benefits that AdRoll could provide. I would not recommend using their services due to their unacceptable customer service."
my ads have always done okay but with Adroll my ads literally tanked. i stopped using them and the other day i get a bill from them. tried to work it out with support staff but nothing. this is a company i do not recommend.
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
No customer support. tried to cancel the plan with no assistance. I have now continuously been charged for a service I do not need or want. Do not sign up, they will steal your money. Also, their free plan costs 27.47 a week.
Hi there,
This is Rohini from AdRoll's Customer Support Team.
I am sorry to hear you had a negative experience with us. We want every customer’s experience to be the best possible, and we work hard to make sure that happens.
I reviewed the conversations that you had with our support team about canceling the subscription plan and charges. Please know that the amount we collected was a part of the display ad campaign spend which do not include 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.
Also, I see you are in touch with my colleagues and they provided details about the charges and deactivated the account as per your request. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business.
Please revert to us on the same email if you have any queries, and I will personally assist you further.
Have a wonderful day!
Thank you!
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!