AdRoll Marketing & Advertising
AdRoll + Shopify: Run Ads on Google, TikTok, Meta &...
Rating
4.1
feedback
498
chart
#3,387
All reviews
Rating Breakdown
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Nov. 9, 2024
My experience has been awesome with AdRoll. I had an issue that needed to be fixed and was taken care of by an assistant by the name of Meghana Nakirikanti in which she did an absolute awesome job in helping me out on which I was having trouble with. And again thank you guys so much for the awesome help.
Oct. 23, 2024
"I deactivated this app, yet I keep receiving notifications from my bank every day, saying they want me to pay — one day 20€, another day 60€, and another day 100€. Now, when I finally had money in my account, they just took 64€, and then another time 103€, without any explanation for what and why, especially since I deactivated the app and don’t use it at all."
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
Sept. 8, 2024
Great app Great cuatomer service Just started my advertising with them . And they are professional Thank you for the app
Aug. 31, 2024
My Experience with AdRoll as a Small Store Owner As a small store owner, I'm always on the lookout for effective ways to increase traffic and sales. I decided to give AdRoll a try, hoping it would help boost my online presence. Here’s my honest experience: Pros: Great Customer Service: AdRoll's customer service team was responsive and helpful whenever I had questions. They made sure to address my concerns promptly. Cons: Complex Platform: Setting up a campaign on AdRoll was much more complicated than I anticipated. The interface is not user-friendly, making it difficult to navigate and understand. Tedious Upload Process: The image upload process was time-consuming. I had to upload each size of every picture individually, which took a lot of time and effort. Approval Issues: After all the work of uploading, only two images were approved. The rest were rejected without clear explanations, leading to frustration. Limited Impact: I ran ads for a week with the few approved images, but unfortunately, I didn’t see any noticeable results. The return on investment was disappointing. Difficult Cancellation Process: Canceling the account was a hassle. AdRoll doesn’t easily remove your credit card information, and even after canceling, there’s a risk of being charged. I strongly recommend ensuring that your account is fully removed and monitoring your bank account closely after canceling. Conclusion: In the end, I uninstalled AdRoll because it didn’t work for me. While it might be effective for others, in my opinion, it was a waste of time and resources. Small store owners should be aware of the challenges, particularly with image approvals and the cancellation process. This was my personal experience, and I hope it helps others make an informed decision.
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
Aug. 6, 2024
Very helpful customer service, I didn't understand what I was doing but got all the help I needed
Aug. 1, 2024
We've been using AdRoll for Marketing and Advertising for years and it's a game changer. The customer support team is very responsive and knowledgeable. I highly recommend this company / app!!
July 19, 2024
I am extremely disappointed with my experience using AdRoll for marketing and advertising. The app is incredibly confusing, and I believe it’s designed that way on purpose. Setting up my campaigns was a frustrating ordeal, but I managed to create two campaigns, hoping for a positive outcome. However, in just three days, with a click rate set at $0.10, I was billed nearly $500. What did I get in return? Absolutely nothing. My return on investment was a staggering $0. This is incredibly disheartening, especially since the product I was advertising typically performs exceptionally well. When I use other advertising platforms, I consistently achieve a 6x return on my investment. This stark contrast makes AdRoll’s performance even more disappointing. Not only did I waste a significant amount of money, but I also wasted my time. The lack of results and the confusing nature of the app make it clear that AdRoll is not a reliable platform for effective advertising. I would strongly advise others to steer clear of this app. Based on my experience, I cannot recommend AdRoll to anyone looking for a worthwhile advertising solution.
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
July 3, 2024
Easy setup and amazing and very knowledgeable customer support agents. clear dashboard
June 7, 2024
I had may ploblems with Ad Roll : 1. Dynamic Campaign Photos Problem: Dynamic campaigns often select random product images, ruining the brand’s image. Impact: This can seriously compromise the visual identity and appeal of the brand, especially for a luxury fashion brand that relies heavily on aesthetic consistency. 2. Logo Issues Problem: The color of the logo changes in the dashboard, and support does not provide a way to monitor if the logo appears correctly in the campaigns. • Impact: The inability to verify the integrity of the logo in advertising campaigns creates uncertainty about the brand’s presentation. 3. Campaign Previews Problem: Even though you can see the campaign preview in the dashboard, it is not possible to get a control link to see how the campaign actually runs online. Support only provides textual reports, without the possibility to visually verify the campaigns in real-time. Impact: Without being able to see a live preview of the campaigns, it is difficult to ensure that they are in line with the brand’s image and values. 4. Cookie Banner Issues: Problem: After setting up a customized cookie banner, it was removed without notice, forcing the use of a system banner that is aesthetically displeasing. Impact: This not only ruined the homepage’s aesthetics but also created potential legal issues. Conclusion: Wasted Time: Hours spent configuring Shopify integrations and trying to resolve issues with support without success. Legal Risks: The sudden removal of the customized cookie banner could lead to legal non-compliance. Overall Negative Experience: The combination of these problems led to a frustrating and inefficient experience. Advice: Based on My experience, it seems prudent for luxury fashion brands to consider alternatives to AdRoll that offer greater control over the aesthetics and consistency of advertising campaigns, as well as more transparent and reliable support.
Hi Celeste, thank you for sharing your feedback with us. I am sorry to know our support did not meet your expectations. We've thoroughly reviewed every concern and every chat conversation with you. Here are our findings: Regarding Dynamic Creatives: As the name suggests, Dynamic Banners showcase products from your website dynamically based on the customer's activity (Retargeting campaign) or the most popular products in the Brand Awareness campaign when the user has never visited your site before. The products shown in the Dashboard are just templates, and we also provide Demo Links to demonstrate how they may look in a live environment. Logo Color: Please know that there has been no issue with the color of your logo. While we acknowledge your feedback about discrepancies in color between the Dashboard and the live environment, the logo was being displayed accurately in live banners. However, we have taken this feedback seriously and shared it with the Product Team to improve our services and ensure clarity for all our clients. Thank you for bringing this to our attention; your insights are invaluable to us. Verifying Campaigns live in action: Our team has provided detailed instructions on how to view the banners live by retargeting yourself with your own banners. While it's a hassle-free process, it may require time to be captured with cookies and post retargeted. GDPR banner (Customized Cookie Banner): We want to clarify that the customized cookie banner embedded in your website's source code cannot be removed by anyone without access to your website. Once you've accepted or rejected the Cookie Banner, it won't be displayed again unless cache and cookies are cleared. To verify this, kindly use Incognito mode (or clear cache and cookies) and revisit your website; you should see your cookie banner without any issues. We hope this clarifies the situation you've been experiencing. Please know that we're fully committed to assisting you further and ensuring your experience with us is as smooth and positive as possible. If there's anything else we can do to help, please don't hesitate to reach out. Additionally, I've sent the email to you to ensure our communication remains seamless. Feel free to respond to it, and I'll gladly address any additional concerns you may have. Warmest regards, Tatiana
May 13, 2024
RMS has found AdRoll to be an exceptional tool for display marketing. The platform's user-friendly interface and advanced targeting options allowed us to create tailored ads that reached the right audience with precision, ultimately maximizing our advertising ROI.
May 12, 2024
I uninstalled the app on the 12th because there isn't any advertising going on and they still charged me and now I can't log in to their website.
Using app
About 2 months
Total reviews
4
Average rating
3.0
Hi there, I am Rohini from the AdRoll Customer Support team. Thank you for bringing your concerns to our attention. I'm genuinely sorry to learn that your experience was not as expected, and I apologize for any trouble it has caused. Please be assured that I am here to make it out for you. To assist you further, I have reviewed the account and can confirm that there are no active plans at the moment. I want to assure you that we do not charge once the plan is canceled or the account is closed. It seems there was a bit of misperception because it looks like the account was removed on Shopify, but was not closed from the AdRoll directly. Please know if the AdRoll +Shopify integration is removed, there will be an email sent from our end informing the active campaigns/plans will be paused/canceled within 24 hours as shown here: https://app.screencast.com/3LMKgdFDHZhDZ. And, our system will automatically downgrade the plan. However, it looks like the invoice was generated while the integration removal status was not reflected as it would take a maximum of 24 hours to reflect the same on the AdRoll dashboard. Thus, an invoice was generated. Nevertheless, I want to assure you that there will be no charges from our end, and I will personally contact our Finance team to make sure everything is resolved. I’d also like to follow up with you personally to address any concerns you might have. I want 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 am eager to regain your trust and showcase the excellence of our service. Your satisfaction is our top concern, and we are committed to addressing any issues. Thanks, Rohini
May 9, 2024
Great customer service. Love the ease with which we can integrate Shopify retargeting
April 11, 2024
I did like the idea of the platform but I had a few issues. 1) No matter what I did I could not get my google account to connect. There was even a third party app google recommended to transfer account data but even that didn't work so there was a big platform missing for my ads. 2) Probably more importantly for me was that they put pretty big holds on your credit cards for the ads. I set up an ad campaign for a total spend of $45 a day and there was almost $800 worth of holds on my credit card. If I just run these ads myself through google, facebook, etc. there aren't holds on my credit card. If I was trying to run a few ads and was spending closer to $100+ a day there would have been almost 2k worth of holds on my credit card and I just don't want my credit tied up like that.
Hi there, I am Rohini from the AdRoll Customer Support team. First and foremost, I want to express my gratitude for taking the time to share your experience with us. I'm truly sorry to hear that it wasn't a positive one, and I deeply regret any inconvenience it may have caused you. I've reviewed your account and, I want to assure you that the recent activity isn't an actual charge. Our automated system attempted to authorize the default payment card as part of the standard approval process for your campaign. This is a routine step to verify the validity of the payment card. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization I want to reassure you that the authorization amount is promptly voided from our end. Nevertheless, the timeframe for the funds to become accessible again on your card is subject to your bank's policies. I understand that the authorization process may not be ideal for everyone. I'd emphasize that validating the payment method is a necessary step in ensuring the validation of payment card for security reasons. I've also noticed that the Google ad account is not connected, and I understand that this issue is still unresolved. Please be assured, that your concern has not gone unnoticed. I will be more than happy to work with you to rectify this. Your satisfaction is paramount to us, and I genuinely apologize for any inconvenience. I'd love to follow up with you personally via email to sort this out. I am hopeful for the chance to rebuild your trust and showcase the high standard of service we pride ourselves on delivering. Your satisfaction remains our utmost priority, and we are dedicated to making things right for you. Cheers, Rohini
March 28, 2024
I am very happy with Ankita. This is the first time I have created an ad campaign with AdRoll, and Ankita guides me on how to do it with patience until I finish and submit the ads. Thank you so much, Ankita. You did a very good job.
March 22, 2024
The support we have received is super helpful! They are very informative and advise where to apply best practice.
March 21, 2024
Application pratique pour regrouper l'ensemble de mes campagnes. Je n'ai pas encore testé les campagnes Addroll, mais je vais avoir un accompagnement spécifique pour le faire. J'espère qu'il y aura de bons résultats.