AdRoll Marketing & Advertising
AdRoll + Shopify: Run Ads on Google, TikTok, Meta &...
Rating
4.3
feedback
331
chart
#4,580
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Aug. 24, 2023
my ads have always done okay but with Adroll my ads literally tanked. i stopped using them and the other day i get a bill from them. tried to work it out with support staff but nothing. this is a company i do not recommend.
Hi there, This is Rohini from AdRoll's Customer Support Team. I sincerely apologize that the results of your campaign did not align with your expectations. Additionally, I understand that there are concerns about the associated charges. I reviewed your profile and could see that we have charged for the Lookalike campaign which served impressions. I want to assure you that we do not impose charges if a campaign or plan has been ended/canceled. Please know that the amount we collected was a part of the ad campaign spend which is not included in the monthly subscription plans. Our pricing model for the display ad campaign is based on dynamic CPM where we charge you only for the impressions served. The subscription plan does not include the display ad campaign spend. We have mentioned it in our pricing article here: https://www.screencast.com/t/KakPJoDwpfNN. That being said, I see that the plan was canceled before renewal and as a result, we didn't charge for it as it was in the free trial. If you have time, I’d love to follow up with you to understand your goals and offer my help, hence, I will write a detailed email. I hope that helps. Regards, Rohini
Aug. 8, 2023
I have been using AdRoll for several years for my small business. I started with doing ad displays and now pay for the email & ads. It is perfect for what I need. Since I have a small team, they make it easy for me to start running ads both web and social media. I can see everything on one dashboard. Since it's connected to my shopify, they automatically segment my visitors for me making targeting even easier. I recommend AdRoll to every business owner, especially if you're busy and don't have the time to run ads.
Aug. 3, 2023
I was very excited in the beginning, but then we come very disappointed. When I ask him for assistance and support. I am visually impaired after setting it up the next screens to control. The ads are not functional at all. I cannot click anything on the screen I told them for assistance that this is not in compliance they haven't even acknowledged, I don't know what it takes when pitch people blow you off because you have a disability or asking for assistance they don't give a damn but you got to take your money I had someone else assist me I'm starting a campaign putting the credit card number in and they charge me $70 right at the top 10 I'm getting some stats on the screen and I asked him that I need assistance and I want my money back for charging me ahead of time they're telling me who the campaigns not there but there's just distichs that show me that there is either way it's a frivolous example of what support supposed to be there not looking into the problems just trying to gratify themselves. It's very sad that one individual our business has to give up other efforts.
Hi George! This is Rohini from AdRoll's Customer Support Team. Firstly, I'd thank you for taking the time to share your feedback regarding your recent experience with us. We greatly value your input and are genuinely sorry to hear about your dissatisfaction. 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. Regarding the perceived charge, I'd want to clarify that no amount was collected from your account. The amount of $70 was for the authorization (not an actual charge) which happens when a campaign is launched or the budget is updated for an existing campaign. Trust me, these are just for the validation process and we void the authorization amount immediately from our end. You may refer to this help article to know about authorizations - https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization- Coming to the ads that are not running, kindly know that we have a few restrictions and you could find our policies overview here: https://help.adroll.com/hc/en-us/articles/360030884472-Advertising-Policies-Overview Once again, I sincerely apologize for any frustration or inconvenience you've experienced. Also, I'd love to follow up with you personally and address all your concerns that can help understand our platform, hence, I will write a detailed email. I hope that helps. Regards, Rohini
June 28, 2023
After working with AdRoll for a few months, we've managed to regularly hit our performance goals. The app is great for capturing an overview of our weekly or monthly performance and we're easily able to determine the type of conversion, which is important for our internal reporting. Overall the app is easy to navigate and provides all the information our team needs.
Hi there! Thank you so much for leaving us a wonderful review! We truly appreciate your kind words. At AdRoll, our goal is to provide the best experience. Your feedback means a lot to us, and it reinforces our commitment to providing top-notch customer satisfaction. We're glad to know that we met your expectations and made a positive impact. Once again, thank you for your glowing review. If you have any questions, please don't hesitate to reach out to us. We're always here to assist you. Cheers! Rohini
Aug. 3, 2023
AD ROLL DOESN’T WORK. DON’T USE IT! They sucker you into buying a membership that you can’t get out of. There are other free options out there that works a lot better such as Taboola (which is the same platform they use), AdWords, MSN Ads and more. I signed up because I was given an account manager that helped me manage my account and I thought she was going to make this easy. Well, she helped me create ad campaigns and creatives with MISTAKES on it that were used in paid ads. I thought having an account manager was to help me, not for me to double check her work. She eventually stopped responding and I don’t know what happened to me. No one at Ad Roll said anything either. After complaining, Tatiana appeared and she has been wonderful in trying to help me. But ultimately, even with her excellent customer service and support, Ad Roll just doesn't work. She is trying to help me make this work, but until it works. I need to warn other Sellers about this platform because I wish I read the other 84 one star reviews before I paid for a membership. If they just refunded me, I would not have complained. If you already paid for Ad Roll and find yourself in a similar situation, leave a 1 star review so we can contact each other to try find a way to get our refunds. Please feel free to reach out to me directly too. I don’t write complaints, but this company is a scam and people need to stay away from them.
Hello, Tatiana here from the AdRoll Customer Support Team. I wanted to express my gratitude for sharing your feedback with us. I'm truly sorry to hear that the results of your campaigns did not meet your expectations, and that you experienced some issues with the Free Ads Request. Please know that we take your concerns seriously and are committed to addressing them promptly. Our goal is to ensure your satisfaction throughout the entire process. I have already contacted you via email, and I kindly request that you take a moment to check your inbox. I genuinely hope to have the opportunity to rebuild your trust and showcase the exceptional quality of service we are renowned for. Warmest regards, Tatiana
June 18, 2023
Update after AdRoll answer: Just proving this third party app recommended by Shopify is a scam. They claim I opted out to receive invoices which is something I never did and does not even make sense to have done. I have been working with Shopify and the app store since 5 years now and I have never had such issues and charges for an app we have never used: 80 USD per month! Unbelievable. Be careful! This app is a total scam. There is NO free plan and if you uninstall it from Shopify store, they still charge you so you need to specifically cancel via their portal. Also, they DO NOT send invoices if you do not "tick" on a specific place in their settings so if you miss the payments in your account statement (like I did), they will continue charging you without giving you any notice even though you do not use their service at all. And no refund! I could not even run and test their service due to currency issues on their side. @Shopify, do you even read the feedback about the apps you offer on your store? I can see a lot of similar cases and no action taken neither by you, neither by Adroll.
Hi there, Tatiana from AdRoll's Customer Support team here. Thank you for sharing your feedback with us. I truly appreciate your constructive input as it helps us identify areas where we can enhance our services and ensure that our valued customers feel confident and well taken care of. I understand that you may be experiencing frustration due to several concerns, and I would be happy to address them individually below. We do offer a Free plan called "Ads Only" with no platform charges. It allows you to run Web Display ads using our Dynamic CPM pricing model. The plan you were charged for is our paid Marketing and Ads Plus package, which includes additional features like importing social channels, unlimited emails, marketing recipes, and Ad Credits for web campaigns. Deleting the AdRoll app from your Shopify store doesn't automatically cancel the paid package as this is a different platform. You need to cancel the plan from your dashboard settings if you no longer wish to use it. By doing so, you can avoid further charges. By default, invoices are sent to your mailbox. However, if you manually opted out of receiving them, you may not receive invoices via email. Regarding refunds, customers are responsible for purchasing or canceling our paid subscription plans. If technical issues prevented you from utilizing the plan or canceling it, we can investigate and consider a complete refund. However, as a courtesy, our Finance team can refund up to one month's package amount. We understand that you have raised concerns, and I want to assure you that our manager is actively addressing them. Your feedback is highly valuable to us, and we take it seriously. We are committed to making improvements based on your input to enhance your experience with our services. Please let us know if there's anything else we may assist you with, we are always there for you.
June 15, 2023
We have been using this app for a few years and are absolutely thrilled with the Adroll's team and how they have helped us. They make the process seamless for us, and we cannot recommend enough.
Hi there, We're delighted to know that you had a fantastic experience with our support and are elated to know that we have been able to meet your expectations. Providing excellent exceptional customer experiences is at the core of what we do. Please reach out to us if you have any queries, we'd be happy to assist. Once again, thank you for choosing us and for being a valued customer. We continue providing you with the same level of excellent support. Cheers! Rohini
June 15, 2023
We've been using AdRoll and the AdRoll app for 2-3 years and couldn't be happier with the integration, backend, and support we receive from our rep. We've been able to attain a $3-$5 ROAS over our time on the platform and it's been an integral part of our marketing mix. Our budgets have fluctuated between as little as $20 a day and as much as $200 a day. We definitely recommend them to anyone looking to grow their business.
Hi there, We truly appreciate your kind words and are thrilled to hear about your positive experience with us. Thank you so much for the amazing review! We always strive to deliver exceptional service and your feedback means the world to us. We take pride in providing excellent performance, and it's delightful to know that we've met your expectations. Cheers! Rohini
June 15, 2023
We have been using AdRoll for over 6 years, and we are very pleased with their performance. The app works great as well, and the retargeting of customers is extremely profitable and productive with us. Their support is also outstanding. They have proactively set up meetings to review our campaigns to help us maximize our marketing spend. We are very happy with AdRoll.
Hello there! Thank you so much for sharing your experience. It really means a lot to us! We take great pride in delivering exceptional service to all our customers, and it's rewarding to know that we hit the mark with you. If you have any queries, don't hesitate to reach out. We're more than happy to assist you. Once again, thank you for choosing us and for taking the time to share your thoughts. Cheers! Rohini
June 1, 2023
Tatiana has been very helpful, and I hope that the sales performance is also as good as the help that I received setting it up.
Hi there, Thank you so much for taking the time to leave us such a wonderful review! We truly appreciate your kind words and are excited to hear about your positive experience with us. If you have any questions or need any assistance, please feel free to reach out to us anytime. We're here to help and ensure your satisfaction. Once again, thank you for choosing us and for being a valued customer. Cheers! Rohini
May 31, 2023
Manoj has been a wonderful support partner getting our brand started with Adroll. They have been extremely concise and clear on providing recommendations and we believe Adroll is a great source for businesses looking to optimize ad campaign management. Many, many thanks!
May 22, 2023
Please stay away from this app. I un-installed this app, because it's not working at all. As soon as I un installed it. All my sales went straight to abandoned check out. I got no sales for 4 days which is it never happened on my store until I tried this app. Trashy app ever. It should be not here.
Hi there, Tatiana from AdRoll's Customer Support team here. I'm sorry to hear that you're experiencing a drop in sales and suspect it may be related to our platform. I understand how concerning this can be, and I'm here to assist you in investigating and resolving the issue. I see our Supervisor is already in contact with you about your concerns. We have started investigating this to know what exactly the issue is as this seems to be pretty unusual. Please note, we take these matters seriously and want to ensure we understand the issue fully. You may be required to provide us with more details and answer a few questions so we can check it thoroughly and share the right solution. Please stay in touch with us and provide requested details. This will enable us to work towards resolving it and improving your overall experience with us. Thank you for your cooperation, and we appreciate your patience as we work towards a solution. Cheers!
May 15, 2023
The support was fast and friendly! They helped me with the integration. Looking forward to see the results of the app.
May 12, 2023
Okay today is my first day. This is just the install and pixel. Gauri, was very nice and stayed patient with me. i will write after running my first native ad to build brand awareness. Thank you!
Using app
About 1 hour
Total reviews
1
Average rating
5.0
May 1, 2023
The support was good on live chat, helped me a few times quickly. But throughout my experience, the info was kind of glitchy and today the moment my ads started running after i made some changes, there was 1 click only the whole day and yet the cost went up slowly to 4.56 usd. It wasn't the cost for one click, it went from 1 dollar plus and ended up to that but still 1 click. If it's delayed reporting, how can it just affect the cost and not the number of clicks. I'm looking for a reliable ad partner long term that can work just as well as Google with transparency and I have to trust it for it to work. Had to uninstall and let this go right after.
Hi there, Tatiana is here from AdRoll's Customer Support team. I am sorry to read that you are not happy with the way our campaign performance reporting is currently happening. But we do have an explanation for it as how we report your campaign metrics may differ from other platforms that you may be using. Kindly allow me a chance to turn your experience around as the customer satisfaction is always a number one priority for us. We do not charge you based on the number of clicks. Our Pricing is solely based on the Dynamic CPM model where we charge you only for the number of impressions served by the campaign irrespective of the number of Clicks and Conversions. Our dashboard doesn't report live metrics as the bidding happens within milliseconds. Sometimes it is possible that some metrics may update faster than the others. So, we suggest allowing up to 48 hours and check the dashboard for accurate KPI reporting. Having said this, I will write a detailed email regarding all your concerns that can help understand our reporting data as well as optimization tips to improve the performance so that the campaign meets your goals. I hope that helps. Sincerely, Tatiana
April 20, 2023
one of the perfect apps that's fits you Shopify store. accurate and helps you more understand your clients. what come to be the best is the client service and support, it goes beyond expectation.
March 29, 2023
Our experience with AdRoll has been an absolute dream thanks to our amazing account manager Tracie W. She has gone above and beyond all expectations to not only get us through the set up process but has also kindly answered any and all questions we have had ( there have been many!). Her patience and dedication to getting us set on the correct path for our business has made an outstanding impression on me and my team and we are so thankful for all the knowledge she has shared and the effort she's put in to getting us set for success. In the short time AdRoll has been running we've already seen great results from our ads and site traffic and we are so excited to see how we continue to grow!
March 27, 2023
Truly fantastic experience working with AdRoll. The specialist team are experts within their field, and their support from the start has been beyond fantastic. We have been using AdRoll for the past three months, and the growth in our traffic and conversions is clearly evident. Looking forward to further building more campaigns alongside a great team of experts from PPC to Digital Strategy. Special thanks to Alex, Neil & Serena.
March 27, 2023
Adroll is user-friendly and customer service did a good job, mostly responding to emails within an hour. the experience was great. highly recommend.