AdRollReviews of adroll.com

The self-service product stinks.

Since June 2025, AdRoll has been a nonstop cycle of errors, broken processes, zero delivery, and ineffective support. We were told to keep trying while paying for services that never worked. After being handed off to dozens of reps and waiting two weeks for “tech support” during active spend, we still don’t have a functioning setup. Do not recommend. What Went Wrong (By Layer) 1) Core Product Reliability — Constant Break Errors Repeated platform error blocking basic actions: “Unable to save your information. Please try again or contact Support.” Every time we fixed one step, something else broke (settings, integrations, or delivery). Progress was one step forward, two steps back for four straight months. 2) Meta (Facebook/Instagram) Integration — Never Worked The Facebook/Instagram integration never functioned correctly from the start (June onward). We were repeatedly told it was an “audience” issue, with no concrete guidance or resolution path. Even after “credits” were provided and multiple troubleshooting rounds, the integration and saving ads still failed. 3) Campaign Delivery — Zero Activity Despite Budget With a live campaign and approved ads, we saw 0 impressions / 0 clicks / 0 spend for days. We were told to change to Impressions; the UI didn’t show an “Impressions” option where expected, causing more delays. Eventually discovered AdRoll hides “impressions” under Ad Group → Optimization Strategy → Reach (CPM), while Campaign-level bid strategy (Highest Volume / Cost per Result / Bid Cap) is a different control. This UI/UX mismatch wastes time and causes misconfiguration. 4) Misleading/Confusing UI — “Bid Strategy” vs. “Optimization” “Bid strategy” appears at Campaign level, but billing/optimization (Clicks vs Landing Page Views vs Reach/CPM) is at Ad Group level. Support instructions (“switch to impressions”) didn’t match the UI language (no “Impressions” label in the dropdown; it’s called Reach). This confusion directly contributed to the campaign not spending for days. 5) Support Experience — Ineffective, Slow, and Fragmented We were passed between dozens of different reps with no continuity or ownership. Two-week wait just to reach “tech support” — while campaigns were supposed to be spending. Repetitive questions, contradictory guidance, and no root-cause fix. No working escalation path until we began seeking executive contacts ourselves. 6) Financial Impact — Paying for a Non-Working Service Months of wasted budget and time on a platform that never delivered basic functionality. We were told to “keep trying” or to wait weeks for help — while our timelines (enrollment campaigns) were time-sensitive. The “credits” offered didn’t resolve the underlying Meta integration or save errors. Month-by-Month Snapshot June 2025: Onboarding and Meta integration attempts begin. Immediate platform errors (“Unable to save your information”). Integration never functional. July 2025: Multiple support threads; the go-to explanation becomes “it’s the audience” with no clear, actionable fix. No working integration. August 2025: Hand-offs between many reps continue; no ownership. We keep troubleshooting the same items. No stable progress. September 2025: Told to wait ~2 weeks for tech support while we’re running time-sensitive campaigns. Campaign shows zero delivery for days despite budget and approved ads. UI confusion over Impressions vs Reach and Campaign vs Ad Group settings further slows progress. Still not resolved. Why We Don’t Recommend AdRoll Reliability: Frequent, blocking errors on basic actions for months. Integrations: Meta connection never stabilized; “audience” deflection instead of diagnostics. Usability: Critical settings are buried or labeled inconsistently (Reach vs Impressions; campaign bid vs ad-group optimization). Support: Slow, fragmented, and ineffective; weeks-long waits during active spend. Cost: You will pay while you wait and re-explain your case to new reps. Bottom Line: If your business depends on reliable social integrations, clear optimization controls, and responsive support (ours does), AdRoll is not a safe choice based on our experience from June–September 2025.

We were just charged A$540 for a service we haven’t used in over a year. No active campaigns. No meaningful engagement. And no warning. I’ve reached out to support and was told a refund isn’t possible “because it renewed automatically” — despite zero usage and no reminder. Apparently being a customer for over 3 years on another account, and showing goodwill means nothing. Really poor customer experience. You can't charge people for something they haven't used and then hide behind T&Cs. I’ve requested a refund and given fair warning. If it’s not resolved, I’ll be pursuing a chargeback and making sure others know to read the fine print carefully before signing up. Do better.

I left them 5 1/2 years ago as their services become outdated. Today, apparently out of financial desperation, they are trying to charge an old card for fake invoices. Stay away from this bankrupt and corrupt company.

They promote a no minimum ad spend. We wanted to try AdRoll so we scheduled a meeting for our agency with a list of questions sent a day prior. They replied 20 minutes before the meeting canceling due to our ad spend being less than $5k/month. Then they said any further questions would need to be initiated with their support and provided a generic email address. They effectively dumped us. A hot lead. We're an agency. We could spend tens of thousands of dollars per month.

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.

The stats they give seem totally made up. Says I have a 50x ROI but I used Google Analytics and Metorik to check and I can't find a single sale attributed to them using UTM links. Don't waste your money!!!

We installed this on our site and so far have not been able to use it properly. From initial sales pitch, we thought it would be much more automated, that you would be able to set up dynamic ads to retarget customers. Its been hassle all the way. First we found a bug when trying to set up Cart Abandonment Ads with Facebook, as you cant do dynamic ads, nor can you select adverts as there is a bug, which has not been fixed. Secondly, I couldnt even get it working as its still in review 6 days later! Frankly they are only interested in you if you have 50K visitors per month. Have cancelled the trial and uninstalled the plugin. Not impressed!