Reviews (370)
AdScale has completely lost my trust over a marginal financial mistake. I have uninstalled the app and strongly advise others to be extremely careful.
During my onboarding session, an AdScale agent demonstrated how to set up a Meta campaign but pushed it live entirely without my approval. This error resulted in unauthorized ad spend being charged to my account.
When I contacted support, they acknowledged the situation but refused to refund the money, hiding behind the fact that the actual billing went through Meta. Even though the mistake was exclusively triggered by their agent on their platform, they refused to take true financial responsibility for their error.
If a platform's onboarding process can spend your money without your consent, and the company won't reimburse you for their own mistake, they cannot be trusted. I have uninstalled the app and strongly advise others to be extremely careful.
We’re sorry to hear that this merchant left the platform frustrated, but we would like to clarify several important points regarding this situation.
During onboarding sessions, our team assists merchants in configuring and launching advertising campaigns within accounts that remain fully owned and controlled by the merchant themselves. Campaigns cannot run without the merchant having previously connected their advertising accounts, payment methods, and granted the required permissions through Meta and AdScale integrations.
In this case, a campaign was launched as part of the onboarding process and advertising spend was incurred directly through Meta’s platform, not through AdScale billing. As with all digital advertising platforms, media spend is charged directly by the advertising network once campaigns are active and traffic begins delivering.
We understand the merchant was unhappy with this outcome, and our support team reviewed the situation seriously and responded promptly. However, AdScale does not reimburse third-party ad spend charges incurred through Meta accounts, and this policy is clearly separate from AdScale subscription billing.
Importantly, the amount referenced here was relatively limited, and the situation stemmed from a misunderstanding during campaign setup rather than any intentional action or unauthorized access. At no point did AdScale have the ability to independently charge the merchant outside of the permissions and payment methods already connected within their own advertising accounts.
We take trust extremely seriously and continuously improve our onboarding and communication processes to reduce misunderstandings and ensure merchants feel fully informed before campaigns go live.
AdScale continues to support thousands of ecommerce businesses worldwide, and we remain committed to providing transparent tools, hands-on support, and AI-driven advertising automation designed to help merchants grow successfully.
We genuinely wish this merchant success moving forward.
