AdRoll Marketing & Advertising

Hi there,

I am Rohini from AdRoll's Customer Support Team.

Firstly, thank you so much for taking the time to share your feedback. I truly appreciate it, and I’m really sorry to hear that your recent experience didn’t meet expectations.

We greatly value your input and are genuinely sorry to hear about your dissatisfaction. After reviewing your profile, I noticed the email notifications was about failed transactions, and I can see you’ve already uninstalled the AdRoll app but still received charges. We understand how concerning that is.

Also, our team member is in touch with our engineering team regarding this. I’d like to personally follow up on your case and ensure we get this sorted for you as soon as possible.

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.

I’ve sent you an email please take a look when you have a moment. I look forward to helping resolve this and restoring your confidence in us. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for.

Thanks,
Rohini

Hi there,

I am Rohini from the AdRoll Customer Support team.

Firstly, I’d like to thank you for bringing this to our attention. I’m genuinely sorry that your experience wasn’t satisfactory, and I regret any inconvenience you’ve faced.

After reviewing your account, I understand your concerns regarding the approval of ads. Due to policy restrictions, there were some ads we couldn't approve. I understand we could have communicated this better and made the process smoother for you. While our platform is designed to be user-friendly, I understand it might feel complex initially because of the extensive features we offer.

However, to assist with it, we've included navigational steps in our help articles, and our Customer Support team is always available via live chat or email. We can also provide screenshots to make it easier. The process of uploading ads should be quick if the ad images meet all the requirements.

Regarding account cancellation, this is handled on the backend to ensure no active campaigns are running, which could prevent unwanted charges. Thus, we encourage reaching out to our support team to facilitate this process and avoid any complications.

We hope this clarifies the situation and I’d also like to follow up with you personally to make this right for you. I have sent you an email, so please reply at your convenience, and I will be happy to assist you further.

I’m dedicated to regaining your trust and proving the value of our service. Your satisfaction is our priority, and we’re fully committed to resolving any issues.

Thanks,
Rohini

Hi there, thank you for your feedback.
I’m Tatiana from the AdRoll Customer Support team.

First, I would like to thank you for your honest feedback regarding our platform's UI. AdRoll values transparency and appreciates your input. I’m truly sorry to hear about your disappointing experience. We aim to make our interface user-friendly, and I apologize if it felt confusing. Our platform might initially seem complex due to the wide spectrum of services we offer. However, we’re always here to provide step-by-step guidance through screenshots or personalized video recordings to help you navigate the setup process smoothly.

Regarding your campaigns, I understand your frustration with the ROI and billing. Our Brand Awareness campaigns are designed to attract new visitors, but for better sales results, we recommend Retargeting campaigns. I’d love to assist you in optimizing your campaigns to improve performance and meet your expectations.

Once again, we value your input and are committed to improving our services. Please let us know how we can turn your experience around. Feel free to reply to the email I've sent to you with any questions.

Thank you, and I hope to hear from you soon.

Warmest regards,
Tatiana