Overall rating
4
Counts per rating level
  • 71% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 19% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants appreciate this app for its easy integration with Shopify and swift ad campaign launch capabilities. They value its comprehensive dashboard, retargeting feature, and automatic visitor segmentation. Many report increased traffic, conversions, and a good return on ad spend. The customer service is praised for its responsiveness and proactive approach, often setting up campaign review meetings. The app is recommended for businesses of all sizes due to its robust targeting capabilities.

Edited May 1, 2023

The support was good on live chat, helped me a few times quickly. But throughout my experience, the info was kind of glitchy and today the moment my ads started running after i made some changes, there was 1 click only the whole day and yet the cost went up slowly to 4.56 usd. It wasn't the cost for one click, it went from 1 dollar plus and ended up to that but still 1 click. If it's delayed reporting, how can it just affect the cost and not the number of clicks. I'm looking for a reliable ad partner long term that can work just as well as Google with transparency and I have to trust it for it to work. Had to uninstall and let this go right after.

The Art of Cross Stitch
Singapore
13 days using the app
AdRoll replied May 2, 2023

Hi there,

Tatiana is here from AdRoll's Customer Support team.

I am sorry to read that you are not happy with the way our campaign performance reporting is currently happening. But we do have an explanation for it as how we report your campaign metrics may differ from other platforms that you may be using.
Kindly allow me a chance to turn your experience around as the customer satisfaction is always a number one priority for us.

We do not charge you based on the number of clicks. Our Pricing is solely based on the Dynamic CPM model where we charge you only for the number of impressions served by the campaign irrespective of the number of Clicks and Conversions.
Our dashboard doesn't report live metrics as the bidding happens within milliseconds. Sometimes it is possible that some metrics may update faster than the others.
So, we suggest allowing up to 48 hours and check the dashboard for accurate KPI reporting.

Having said this, I will write a detailed email regarding all your concerns that can help understand our reporting data as well as optimization tips to improve the performance so that the campaign meets your goals.
I hope that helps.

Sincerely,
Tatiana

May 22, 2023

Please stay away from this app. I un-installed this app, because it's not working at all. As soon as I un installed it. All my sales went straight to abandoned check out. I got no sales for 4 days which is it never happened on my store until I tried this app. Trashy app ever. It should be not here.

Swan Auto
United States
6 days using the app
AdRoll replied May 24, 2023

Hi there,

Tatiana from AdRoll's Customer Support team here.

I'm sorry to hear that you're experiencing a drop in sales and suspect it may be related to our platform. I understand how concerning this can be, and I'm here to assist you in investigating and resolving the issue.

I see our Supervisor is already in contact with you about your concerns. We have started investigating this to know what exactly the issue is as this seems to be pretty unusual. Please note, we take these matters seriously and want to ensure we understand the issue fully.
You may be required to provide us with more details and answer a few questions so we can check it thoroughly and share the right solution. Please stay in touch with us and provide requested details. This will enable us to work towards resolving it and improving your overall experience with us.

Thank you for your cooperation, and we appreciate your patience as we work towards a solution.

Cheers!

May 12, 2023

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.

CraftandMason
United States
About 1 month using the app
AdRoll replied May 17, 2023

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

June 2, 2016

Data in the dashboard is incorrect, and not trustworthy. They do not stand behind their product or their data. The information from shopify and adroll do not agree. DO NOT GET THIS PRODUCT. It is a waste of your money and completely aggravating. Shopify should remove it from their store.

Myidsquare
United States
Over 6 years using the app
March 24, 2018

Holy cow. These guys are impossible. I have days into trying to work with them to get a set of ads up. They designed the ads then took them down because the ads they designed somehow broke their rules. There support attempts to be helpful but can't answer why my ads keep getting taken down and promise to get back to me. It is like bugging someone to take my money. I would give worse than 1 star if there was such a thing. There has to be another solution. I would say a better solution but no solution is better than what I have dealt with here. I read all the good reviews and not sure what they are all about but that certainly has not been my experience.

Shatter Batter
United States
Over 4 years using the app
June 12, 2016

THIS IS A VERY SCAM TOOL. I AM TRYING TO REMOVE SENDROLL AND AM NOT ABLE TOO> DO NOT TRUST THIS COMPANY> I DO NOT WANT YOU TO COLLECT THE DATA OR PAY 1 DOLLAR PER EMAIL WHICH IS CRAZY PRICE. PLEASE MOVE THIS ASAP>

Hairstraightenerbrush2
Canada
Over 4 years using the app
November 12, 2019

I use this application but it is time for the software and platform experience to improve. They have very old ads, they must update the platform more, listen more to the client and stop seeing only their benefit. The ads show the comparative price instead of the actual price, it is a software disaster, they charge the money and the ads last forever to approve them, what kind of service is this? Shopify should not let these applications work under your shoulder, what they do is go to companies instead of helping them to get up. I do not recommend this application.

Ultra Seller
United States
Almost 4 years using the app
AdRoll replied November 14, 2019

Hello there,

This is Ewa from AdRoll's Marketing Team.

Thank you for taking the time to let us know how we’re doing. I am very sorry to hear we haven’t met your expectations. Our Customer Support Leadership Team has just followed up with you, please do let us know if there is anything more we can do to earn your recommendation.

Cheers,

Ewa

Edited October 12, 2016

Very Bad - Stay away from this company. Use something like criteo. They are giving me a hard-time closing my account. Below is covertion data.
How are my conversions calculated?

Impressions Clicks CTR CPM CPC CPA VTC CTC Total Conv. Spend Attr. Rev. ROI
5,400,472 8,230 0.15% $0.68 $0.45 $102.28 0 36 36 $3,682.10 $1,697.98 0.5x

As you can see, my cost per conversion is almost 100 for the last 30 days.

Scam Scam Scam! Do not use.

Giving me a hardtime cancelling:
Abhijeet
I'm sorry,. In order for me to cancel the account, I need to provide some feedback regarding the cancellation to our product team.

Abhijeet
Please allow me a couple of minutes while I cancel your account.
Amar Gandhi
Thank you.

Abhijeet
Thanks for waiting.

Now they are refusing to cancel my account and want to keep caharingm e.

Abhijeet
I've reviewed the account and see that it is being handled by our success team. As I'm not authorized to cancel the success account, I shall forward this to the team and they will be reaching out to you within 24 hours.

Ovalbrushset
Canada
Over 2 years using the app
July 1, 2022

Injects malicious and tracking cookies on shop without user consent, such as casalemedia.com https://www.securitystronghold.com/gates/remove-casalemedia-cookie.html

KOCHÉ ONLINE STORE
Italy
Over 2 years using the app
October 21, 2022

I was unable to get adequate ad designs from the design team. After a period of weeks we decided not to continue with AdRoll. They made it a nightmare to get our data removed from their system. Think very carefully before allowing AdRoll to integrate with your store.

BigTopShirtShop.com
United States
Over 2 years using the app
AdRoll replied October 27, 2022

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. I am very sorry to hear we haven’t met your expectations.

I see that your account with AdRoll is now closed - I'm very sorry to see that. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Currently, our supervisors are looking deeper into your request with regards to removing the personal data - I'll make sure you'll get an update as soon as possible.

Feel free to reply to the emails send if you’re open to discussing more.

Cheers,
Ewa