AdRoll Advertising

Hi there, This is Tatiana from AdRoll's Customer Support Team. I am sorry to read that your campaign's performance was not meeting your expectations. Kindly allow me a chance to turn your experience around as the customer satisfaction is always a number one priority for us. I have personally reviewed the performance of the campaign and I do understand you have set a CPC goal of $0.10. However, the campaign could achieve $1.14 CPC in its run-time. As much as we wish the campaign attains the set Bid Strategy goal, we need to take into consideration that the Bid Strategy acts as a goal for the campaign to achieve and thus it requires some time for the algorithm to understand the browsing behavior of your website visitors and the campaign goals. Having said this, as you want the campaign to reach its goals at the earliest I am here to assist you with it. I will write a detailed email with campaign optimizations that can help improve the performance so that it meets your goals. I hope that helps. Kind regards, Tatiana

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. 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. 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