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Overall rating
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
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
About 2 months using the app
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!

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.

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!

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
8 days using the app
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
About 2 months using the app
December 9, 2022

The best support team I have ever met. They are kind and respectful. For example if you don't understand they will take you through it slowly till you understand.

United Kingdom
2 months using the app
March 28, 2023

Adroll has great customer service. Michael Lee was really helpful and supportive throughout the onboarding process and made it easier for us.

29 days using the app
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
27 days using the app
December 12, 2022

The app is very easy to use and the support team is very helpful. We are a small company with a small budget but they still treat us like a valued customer.

Get The Tea
United States
3 months using the app
January 6, 2023

Great assistance, fast reply by customer help. Fast and knowledgeble answers. Didn't used for so long to review my best :)
26 days using the app
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
About 1 month using the app
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:

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!