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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
Be aware that even if you cancel your plan and don't complete or launch any campaigns AdRoll will run "lookalike campaigns" and charge you.
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
The worst app ever No support No answer!! Why you did this app if you wont work on it??!!
you cost me lots of money for nothing you just waste my money, total scam!
Hello there,
This is Ewa from AdRoll's Customer Support Team.
Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. We have investigated the history of contact with the email address associated with your AdRoll account and noticed that the account administrator, Leah, has contacted us once, yesterday via the Live Chat - the conversation was handled by one of our Customer Support Agents, Joshwin. The chat was about the authorization and the chat transcript along with the follow up email was sent to Leah right after the chat. Could you please check your inbox? For your convenience, let me share the ticket number for reference: 1515022.
If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Feel free to email our Marketing team directly at customermarketing@adroll.com if you’re open to discussing more. You're always welcome to reach out to the Customer Support at help.adroll.com, we'll be more than happy to help.
Thank you,
Ewa
Terrible. The integration of adroll with facebook has resulted in me losing access to my facebook account as an admin. Waiting in the dark for some resolution, but a complete disgrace. Do not download and integrate.
i would just like to make it clear that this is a fake retargeting application. it literally will have absolutely no impact on your store. all it will do is charge you $5 a day for 2 page clicks which may or may not even be real. they are reluctant to help you cancel your account and will continue to bill you even after it is uninstalled. do yourself a favor and save yourself $100 and having to replace your debit card that they wont stop billing.
Please do not use this app and find better ones. They charged my card after i cancelled my services with them and ive reached out to them multiple times and hadnt recieved a response. only scam companies stop responding ironically after they steal money from you.
Hello Taylor,
This is Ewa from AdRoll's Customer Support Team,
Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention - could you please check your inbox? The refund has been initiated last week. My colleague, Aayush has contacted you about it as well.
We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Would you mind providing me with more information on the team not responding? I'd like to look into it deeper as from our side it looks like all the concerns have been addressed.
Thank you,
Ewa
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.
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 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
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!