Reviews (324)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants find this app valuable for boosting customer reach and conversions through effective retargeting and brand awareness campaigns. It integrates seamlessly with Shopify, supporting multi-channel campaigns and offering features like dynamic ads and audience segmentation. The intuitive dashboard aids data-driven decisions, while automation saves time. Exceptional customer support is frequently praised for strategic advice and efficient issue resolution, enhancing campaign optimization and performance tracking.
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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
Really slow approval process, they tell you just to wait and do not inform you what are the reasons for the delay.
The app will bring you only headache.
I was very excited in the beginning, but then we come very disappointed. When I ask him for assistance and support. I am visually impaired after setting it up the next screens to control. The ads are not functional at all. I cannot click anything on the screen I told them for assistance that this is not in compliance they haven't even acknowledged, I don't know what it takes when pitch people blow you off because you have a disability or asking for assistance they don't give a damn but you got to take your money I had someone else assist me I'm starting a campaign putting the credit card number in and they charge me $70 right at the top 10 I'm getting some stats on the screen and I asked him that I need assistance and I want my money back for charging me ahead of time they're telling me who the campaigns not there but there's just distichs that show me that there is either way it's a frivolous example of what support supposed to be there not looking into the problems just trying to gratify themselves. It's very sad that one individual our business has to give up other efforts.
Hi George!
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 greatly value your input and are genuinely sorry to hear about your dissatisfaction.
We understand how important it is to have a seamless and positive experience with our services, and we deeply regret any inconvenience you may have encountered.
Regarding the perceived charge, I'd want to clarify that no amount was collected from your account. The amount of $70 was for the authorization (not an actual charge) which happens when a campaign is launched or the budget is updated for an existing campaign. Trust me, these are just for the validation process and we void the authorization amount immediately from our end. You may refer to this help article to know about authorizations - https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization-
Coming to the ads that are not running, kindly know that we have a few restrictions and you could find our policies overview here: https://help.adroll.com/hc/en-us/articles/360030884472-Advertising-Policies-Overview
Once again, I sincerely apologize for any frustration or inconvenience you've experienced. Also, I'd love to follow up with you personally and address all your concerns that can help understand our platform, hence, I will write a detailed email. I hope that helps.
Regards,
Rohini
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
AVOID!!!!!!!!!! Worst app I have ever used.....EVER!!!! Charged me over £320 and I got 0 SALES. ZERO!!!!!!!! They were charging me almost £1.50 per click!!!! Absolutely criminal. Shopify should be made aware how poor this app is. It doesn't help you, it charged you stupid amounts for non-relevant ads. The worst app and biggest waste of money my business has made. Extremely disappointed!!!!!!!!!
Hello Matt,
This is Ewa from AdRoll's Marketing team.
I'm very sorry to hear you're disappointed with AdRoll. I hope that today's Live Chat helped to understand the campaigns' performance and the spend generated for the impressions served. If you have time, do you mind replying to the email that was generated after the chat ended? It will go straight to me, I'll be happy to explain more on what can be improved to earn your recommendation and reach your marketing goal.
Cheers,
Ewa
The Shopify app is flawed. We checked what they were reporting as conversions and confirmed that none of the customers they reported as converting actually came from their retargeting. This has been reported to Adroll and acknowledged as an error but so far, no explanation.
Thoroughly check their conversion reports against your own data. Without accurate conversion reporting, the app is useless.
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.
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
nooo!! don't add this app, i paid over 5 dollars for 1 click, be aware and don't use it. if i could i will give 0 stars to adroll
We are always happy to receive constructive feedback and act on it. In this case, we are saddened to see such an unsubstantiated review. You ran a campaign for less than 4 days. Campaigns typically need to run for at least 2 weeks to get accurate performance data. Campaign success also relies on a number of factors such as targeting the right audiences, the quality of your creative, your brand, and your product.
Our support is always willing to help set you up for success if you reach out to them and if you encounter any problems. Again, we are always happy to receive constructive feedback and act on it.
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.
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!
Very disappointed in this service, I set my campaigns to be around 0.15 cents per click but was charged over $1 each anyway. In my Google analytics didn't match the clicks they said they sent and the bounce rate was 98% with view time under 1 second. Absolutely worse than the lowest quality sellers on Fiverr. Really truly indubitably ridiculously unsatisfied with this company. Why should I pay for this trash service? They charged me over $45 for 40 clicks on the free plan when they claim you get an average of 1000 monthly unique views with the paid $40 plan? What kind of scam is this? Pure bot traffic, if I wanted that I would go to Fiverr and pay $5 for the same sh*t service.
Hello there,
This is Ewa from AdRoll’s Customer Support Team.
Thank you for posting a review and we’re sorry to hear that your experience was not up to standards. I understand that you’ve been overcharged for a click - I understand that $1.00 for a click was not ideal - please understand, that at AdRoll we charge for the impressions served by the campaign and not clicks - it is called dCPM, cost per 1000 impressions served. To ensure that your ads serve to the right users on the best quality sites, we have a dedicated Trust and Safety team in place for both manual and automated monitoring - over 99% of invalid traffic is caught through AdRoll’s proactive solutions before it can have any significant impact.
We always aim to deliver a great experience, and we are gutted when we don’t meet expectations. Thanks for taking the time to bring this to our attention. I’ve emailed you directly to investigate the issue deeper and earn your recommendation.
If interested, send us an email at customermarketing@adroll.com, and we will set up some time to chat.
Cheers