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I normally don’t leave reviews, but this experience was unacceptable.
After installing Adwisely on my Shopify store, I personally paused my Google Ads campaign — only to find out later that someone from their team manually reactivated it without my consent. This resulted in unauthorized ad spend charged to my account.
When I confronted them, the Adwisely representative admitted in writing that he restarted my campaign “to allow it to continue learning,” despite me never granting permission. Their own chatbot even confirmed this violates their own policy.
While I did eventually receive a refund for the unauthorized charge, the company refused to offer any further remedy or accountability for the breach of trust.
I run a professional e-commerce business, and having a marketing app make unilateral decisions with my ad budget is completely unacceptable. I’d caution other business owners to think carefully before granting Adwisely access to your advertising accounts.
Unauthorized actions on client accounts are not acceptable—refund or not.
We’re sorry this experience left you frustrated — your feedback is valid, and we’ve taken it seriously. Our ad expert resumed the campaign believing it was paused by mistake (which can happen automatically in Google Ads) to protect its learning phase and performance. We issued a full refund for the overspend and improved our internal process to ensure clearer communication moving forward.
We genuinely tried to resolve the situation fairly. When a request for a full year of free service was made, we explained it wasn’t possible within our business model — and we regret that this led to further disappointment.
Our only goal was to help your ads perform better and support your business growth, never to act without care or transparency.
— The Adwisely Team
Update: since Adwisely today decided to edit their reviews to spread lies, then we have the right to defend ourselves.
We never requested that the work be paused. They created the ad without products in it and unchecked the Instagram box( they said sorry)
1-All your work over two months produced no results. One month trial with hands-on with a lot of mistakes( Read below)
2-You only wanted to push us to pay $249, even though we already gave you one month to prove your strategy. There was no strategy just retargiting and a lot of complaints and excuses.
3-Spreading false claims won’t change the facts. We fired them, and they never cleaned up their setup from our Business Facebook or Google.
We'll release all emails publicly on Reddit and Twitter to show the truth, as we don't digest or tolerate this. (We'll update soon)
This is our original complaint:
We (Selvanelle ) we're based in the USA. We had a very disappointing experience with this app and the team behind it. There are only three people managing all accounts and answering emails, and unfortunately, their service did not deliver any results for us.
Yaro repeatedly complained about how hard he and 3 people were working on our ads, and yet no sales were generated. One in Google in almost two months! During our one-month trial, we saw no results, yet they encouraged us to upgrade to another month, which was a terrible experience. We constantly had to remind them of basic tasks. First, they forgot to check Instagram on Meta ( ad was running two weeks without it) then they ran ads without ensuring that products were correctly synced in their feed — mistakes that cost us both time and money. Eventually, they directed us from Meta to Google Ads, and after 18 days said Google Ads wouldn’t work either, telling us to go back to Meta.
From the start, their Facebook ads promised 6x ROAS, but this claim was completely false. Their “automation with their hands on it provided no real value, and important details were never disclosed upfront. The $49 plan proved useless, yet they initially claimed it was effective and, when it failed, they tried to push us to upgrade to the $249 plan..Note: our plan was $249 during the trial, and we changed it when we saw the crazy mistakes. Today, we are sure that we do not want to work with them!
Additionally, their Facebook ads where they advertise themselves self are misleading, making promises that are simply not true. This lack of transparency and honesty is unacceptable. I do not recommend this service and urge others to proceed with caution.
If you want more details about our experience, feel free to call us at 781-346-7700 or email us at support@selvanelle.com. we are not shy to give you more details as we know that a lot of review could not be real.
Hi Selvanelle team, thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your experience with Adwisely did not meet your expectations.
We would like to clarify that when the trial period ended, you chose to downgrade your plan from $249/month to $49/month. The $49 plan does not include Ad Expert services for Google or Meta. For this reason, we were unable to provide personalized strategy support under that package.
Regarding the trial, we also want to note that our work was paused several times at your request. One example was when you saw that all products from your store appeared in Google Merchant Center. This is the expected setup, but our team spent additional time explaining this and similar points.
This app was great until about a week ago. I thought it was awesome that they were adding Google shopping. I logged onto their webinar and decided to follow along and add our google account. This is when our sales plummeted to 0. We have been a week out with no helpful support from the ReTarget team. Beyond that, I logged in this morning thinking it had been fixed because we had 2 sales attributed to Retarget app, only to find out that my shopify only had 1 purchase. This app is horrible, support for whatever reason is now non existent, and the app straight up lies about its performance.
Hi There,
On behalf of RetargetApp team, I'd like to apologize for the inconvenience you have encountered.
Integration with Google is currently in beta testing, and we are facing certain technical problems we are already working on.
Anyway, thank you for your feedback, it definitely helps us improve our product!
Maksim
Customer Service Team Lead
RetargetApp
Company charged my card $5,500. Does anyone have a customer contact number? What did you do to get it resolved?
Hello.
Alex here from RetargetApp.
I would like to personally apologize for the issue which occurred that day and for all the inconveniences you may have experienced. This transaction was fully refunded to your account the same day it was charged.
Moreover, we have updated our app to ensure that this issue will never happen again - now you are billed directly by Facebook and Shopify. We would love to tell you more about other new app features and to offer you a free trial to give our app another try.
I would also like to note that you can contact us via in-app chat or at help@retargetapp.com regarding any questions or app-related issues. We are always happy to help.
WARNING!
These guys tried to charge my credit card over $7,000 for a $20 a day campaign that was fully paid up
Hello!
Alex here, from RetargetApp.
A year ago our system overcharged your card due to data malfunction. A refund of the incorrect transaction was made immediately, however, I would like to take this opportunity to once again apologize for what happened that day.
Since then, we have been working hard to make the app error-proof and more suitable for your needs. That’s how we ended up creating a new, improved version of RetargetApp, where you are now billed directly by Facebook and Shopify. We’ve also added a possibility of 24/7 access to your campaign stats in Ads Manager and many other cool upgrades.
If you would like to give new RetargetApp a try, please, let me know - I will gladly help you upgrade.
This company will take your money and supply fake reports. They also have a problem with their software in which prices show up with commas and not decimals. Wouldn't take accountability for the issue. Don't recommend this app.
Hello!
Alex here, from RetargetApp.
The currency in all assets created by RetargetApp (product feed, product catalog and RetargetApp-powered ads) was all recorded in the same way as it is presented in your store - with a period, i.e. $89.95.
However, in certain countries the ads are displayed with a comma by default, i.e. $89,95 - these are the regional interface settings we cannot influence in any way.
We want you to be sure that both our campaign settings and the reports we provide are 100% correct and accurate - this is why I would like to offer you to give a try to a new version of RetargetApp where you can access your campaign stats directly in Ads Manager.
We will be happy if you give the new RetargetApp a try and share your thoughts on the app with us at help@retargetapp.com.
Money spent, no sales and you can never tell whether the stats is real.
Thank you for your feedback.
Customer Success Team at RetargetApp is always ready to analyze your campaign and provide suggestions for getting even more sales.
Our recent updates allow you to get an even higher ROAS due to smarter cost control. To ensure absolute transparency, we created an improved version of RetargetApp where you can access your campaign stats directly in Ads Manager.
We will be happy if you give the new RetargetApp a try and share your thoughts on the app with us at help@retargetapp.com.
Alex from RetargetApp
They advertise as High-ROAS ads which is false & deceptive - straight up. My reality with them was:
- an average ROAS of 2.39x after an ad spend of $1397 in about 45 days.
-in the same time period my google ads (managing myself) was achieving 4.39x
- after investigating further, there's nothing special about this app. Its a basic retargetting campaign on Facebook, you can do it yourself easily and get much better results.
Hi Jimmy,
Thanks for your feedback.
I'd like to note that the average ROAS of our clients for August is 6.6x for a retargeting campaign. These indicators can be achieved by following the recommendations of our advertising experts, such as those that Oleksandra provided for you on 06.09.2021.
Feedback from all our customers is important to us, as it helps us become better! If you have any questions, don't hesitate to get in touch with us at any time!
Best regards,
Maksim Sokolenko
Head of Customer Experience
RetargetApp
Totally disappointed. I spent a good chunk of money and got very little in return. They seemed to try to point the finger towards me each time when it wasn't performing the results it should have asking me to make small changes each time in hopes that it would help boost sales. Waste of time and money.
Dear Jeff,
We understand that you were disappointed with the results of your Adwisely campaigns. In your case, we initially implemented a basic Ads strategy. However, after careful analysis, we determined that a more tailored approach was necessary to achieve the desired results.
To this end, we engaged our in-house Ad Experts to develop a custom strategy specifically tailored to your unique needs. This strategy included several recommendations to do on your end.
We understand that you may have felt like we were asking you to make “small changes” in response to the disappointing results. However, it’s important to note that these changes were crucial to implementing the tailored strategy successfully.
Nobody get back to you ,Trying to contact app developer no answer and not working.
Hello!
Alex here, from RetargetApp.
We want to extend our sincerest apologies concerning the issue that you have faced. We pride ourselves in maintaining the highest quality standards for our customers.
We hope you will give us an opportunity to discuss this further with you. Please, message me at help@retargetapp.com.