Overall rating
Counts per rating level
  • 72% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 18% of ratings are 1 stars
March 14, 2023

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.

United States
Time spent using app: About 2 months
AdRoll replied March 17, 2023

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!

Edited March 2, 2023

Gauri T gave me great customer service and helped me get my account running he was very polite and a great help

United Kingdom
Time spent using app: 3 months
February 21, 2023

Excellent Customer Support and excellent app to make your Marketing campaigns. The platform is very easy to use and have too many options to optimize with a different kind of campaigns. Retargeting for example are one of the bests, great app!

Zombie Gamers
Time spent using app: 8 days
February 13, 2023

Amazing customer service from Prerana T. Was really helpful and resolved my issue quickly without any hassle.

United Kingdom
Time spent using app: 7 days
February 6, 2023

Great customer service! Super easy to manage our retargeting ads ourselves while ensuring that we're not missing anything important!

United States
Time spent using app: About 1 year
February 6, 2023

"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."

Secrets Of Tea
United States
Time spent using app: About 2 months
February 4, 2023

Excellent customer service, thank you! I am new so still learning during the free trial, and there are a few restrictions due to Meta issues, and geographical issues such as features only limited to Canada and the US, but so far so good!

United Kingdom
Time spent using app: 26 days
January 25, 2023

great service and great customer support aswell as an optimized look feel and gestures i love using adroll as my main ad provider

Simple Wellness
United States
Time spent using app: 27 days
January 25, 2023

Great support and nothing to complain about! Highly recommend if you are ready to see how display ads can work for you.

Phase 5 Wakesurf Boards
United States
Time spent using app: Almost 5 years
Edited January 19, 2023

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.

Bee's Décor
Time spent using app: About 1 month
AdRoll replied January 19, 2023

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!