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I installed AdRoll on one of my accounts and wanted to change it to another account but some issue came up. I contacted support and they worked relentlessly to fix the problem. Tatiana was giving me updates the whole way and we got the problem solved in no time.
The app itself is working great and easy to use. I will still explore more to get the most of it, but I was already impressed by the amazing customer service!
If I could leave 0 stars I would. They do not know what they are doing at all. First they create 7 free ads for me (yea!!) and then turn around and tell me that all 7 ads are not approved!?!
When I pointed out that THEY were the ones that created the ads, the rep said (and I quote) "Oops!". He then approved the ads. So I figured I was home free.
Nope! 10 minutes after I left chat, another rep apparently un-approved them. Again, the ads THEIR creative staff created.
I have never dealt with a company that was this idiotic. To make matters worse, they charged my card for a campaign that had no approved ads. SMH
Won't be back to do business with them, too many other companies that offer the same service and have intelligent employees.
Adroll has been pretty helpful. Just make sure you're targeting the right segments to get a positive ROI.
The worst app ever No support No answer!! Why you did this app if you wont work on it??!!
you cost me 30 $ for nothing you just waste my money and time Don't waste your time with them
Hello there,
This is Ewa from AdRoll's Customer Support Team.
I am very sorry to hear we haven’t met your expectations. Supporting our clients is our highest priority. We tried finding your account with AdRoll to see what might have happened and why you haven't received the response yet, however, we were not able to locate the account using the "El Khan" store name. Could you please share the email address associated with your account? I'll immediately investigate it and see why you haven't gotten the support you deserve.
Also, do you mind opening a new ticket at help.adroll.com? I'll closely monitor the emails and reply to it myself at a highest priority.
Awaiting your response,
Ewa
I do like the respond of the staff I chat with today. She is excellent in communication and hopes the other staff follow her footage.
I dont like it. It doesn't help and im trying to get rid of it and stop being charged but it seems they hide stuff so u cant opt out of it.
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
I am very happy with their service, Gauri is very helpful and patient and helped me through the set up.
UPDATE: As you can see from Tatiana's response, they promised to refund the money. We just received an email saying they cannot issue a refund. We will take legal action and claim the money through our bank. BE CAREFUL WITH THESE MEATBALLS. IT'S A SCAM, THEY ARE STEALING YOUR MONEY. We will also update Shopify
They are scammers and thieves, they tried to gain access to my email, (we changed passwords), we have deleted and do not use their app and they charged us, they do not give you the possibility to delete the card you have entered into their system and the only way communication is via email. AWAY-SCAMMERS-THIEVES. We have contacted our bank and our legal department. ATTENTION EVERYONE
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!
Fast and friendly service, would definitely recommend. other ads applications can not even be half of this application. Thank you Anthony G. Thankyou Adroll.
Even though all my settings were correct (verified by AdRoll support) it kept emailing with the address Diagon Ally in London. Then it started to use a different company name. Does not work. Don't waste your time.