AdRoll Marketing & Advertising

Hello there, This is Ewa from AdRoll's Customer Support Team. I am so sorry to hear that you have had such a poor experience and you no longer want to work with us. Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you. Earlier this week, we noticed an issue that affected our service and users' integrations. We are so sorry that you were affected. We have rectified the issue, and you should be able to log in to the account correctly. I see that you're in touch with my colleague, Michał; could you please try accessing the account again and let us know if the issue still persists? Thank you, Ewa

Hello there, This is Ewa from AdRoll's Customer Support Team. Thank you for bringing this to our attention. We’re sorry you had a bad experience - I understand that uninstalling the Shopify App from the store might have caused a confusion. The charge occurred as AdRoll account along with the Marketing and Ads Plus subscription is still active - I have gone ahead and cancelled the plan from my side. If you're not planning to use the Marketing and Ads Plus plan, please do reply to my email I've just sent - we can get the amount refunded. Let's look into this issue and hope to resolve it promptly and accurately. Thank you, Ewa

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

Hello there, This is Ewa from AdRoll's Customer Support Team, Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations. I see that your account with AdRoll is now closed - I'm very sorry to see that. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Currently, our supervisors are looking deeper into your request with regards to removing the personal data - I'll make sure you'll get an update as soon as possible. Feel free to reply to the emails send if you’re open to discussing more. Cheers, Ewa

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. We would like the opportunity to talk and investigate your feedback further. I understand that you're not satisfied with the campaign's performance. We have investigated your account and noticed that the launched campaign's type was Brand Awareness - their main goal is generating traffic on the website. The campaign was live for 3 days only - we'd highly suggest keeping the campaigns running longer, this will make sure our algorithm BidIQ has more time to optimize the values. I have followed up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having - perhaps we can optimize the campaign together? Thank you for your feedback on the attributes and categories of websites the ads are displayed on - I have shared it with our Product Team. When it comes to age and gender, it can be selected under the Demographic & Interest Targeting campaign. This may help: https://help.adroll.com/hc/en-us/articles/360044865891-Demographic-Interest-Targeting If interested in discussing more, please reply to the email sent, I will be more than happy to help you further. Thank you! Ewa

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 [email protected], and we will set up some time to chat. Cheers

Hello there, This is Ewa from AdRoll's Customer Support Team. Thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations - we have reviewed your account and can confirm that the refund for the "Marketing and Ads Plus Tier 1" subscription is being transferred to your payment method. As per your request, we have cancelled the plan as well. My colleague, Rishiraj, will email you back as soon as the refund is initiated. Thank you for your understanding and patience. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having. Cheers, Ewa

Hello there, This is Ewa from AdRoll's Customer Support Team. Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. We have investigated the history of contact with the email address associated with your AdRoll account and noticed that the account administrator, Leah, has contacted us once, yesterday via the Live Chat - the conversation was handled by one of our Customer Support Agents, Joshwin. The chat was about the authorization and the chat transcript along with the follow up email was sent to Leah right after the chat. Could you please check your inbox? For your convenience, let me share the ticket number for reference: 1515022. If you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation. Feel free to email our Marketing team directly at [email protected] if you’re open to discussing more. You're always welcome to reach out to the Customer Support at help.adroll.com, we'll be more than happy to help. Thank you, Ewa

Hello there, This is Ewa from AdRoll's Customer Support Team. Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations. With the GDPR banner options, yes, while creating the account two options are available for the companies registered in European Union; AdRoll's default banner and a custom banner. I understand that the AdRoll's banner was implemented on your website unintentionally, I'm very sorry about that. We were able to find your account with AdRoll and noticed that the GDPR settings have been changed to use the custom banner from now on. I have also emailed you, could you please check your inbox, whenever you have a minute? I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having. Thank you, Ewa

Hello there, This is Ewa from AdRoll's Customer Support team. Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations. Could you please check your email? We have reached out to you with more information on the transactions mentioned. We're there to clarify all your doubts and answer your questions. If you have time, we'd love to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having. We'll await your response, Cheers, Ewa

Hello there, This is Ewa from AdRoll's Customer Support Team. I am very sorry to hear we haven’t met your expectations. Supporting our clients is our highest priority. We tried finding your account with AdRoll to see what might have happened and why you haven't received the response yet, however, we were not able to locate the account using the "El Khan" store name. Could you please share the email address associated with your account? I'll immediately investigate it and see why you haven't gotten the support you deserve. Also, do you mind opening a new ticket at help.adroll.com? I'll closely monitor the emails and reply to it myself at a highest priority. Awaiting your response, Ewa

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

Hello there, This is Ewa from AdRoll's Marketing team. Thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations. Can you please help us with more information on what went wrong with the system? I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having. Would you mind providing me with your contact information so we can reach out to you directly? Feel free to email my team directly at [email protected] if you’re open to discussing more. Let's get the issue fixed. Cheers, Ewa

Hello there, This is Ewa from AdRoll's Marketing team. Firstly, I wanted to thank you for your honest assessment of your experience with AdRoll. I am very sorry to hear we haven’t met your expectations and the Shopify integration disconnected automatically. We have investigated your account and emailed you back, the tracking code is up and firing under the website associated with your AdRoll's account. In case of any questions, do you mind replying back to the email? I'll be happy to assist you further. Also, if you have time, I’d love to follow up with you to understand the improvements needed to earn your recommendation and offer my help with any problems you’re having. Cheers,