JB
En-masse Gaslighting and Fraud
I have never come across a company so horrific as ADROLL. We signed up, have had tracking issues due to their newly rolled out Woocommece plugin not functioning. Instead of supporting us in fixing, I have been gaslit for over 3 weeks at this point. The support staff will say whatever you want to hear, then never follow up, when they do its yet again to inform you that their tracking is correct and everything else is wrong. I have literally had orders from customers in my arms to ship and they are telling me I am wrong, their tracking is correct.... its mad. They told me to continue to pump money into the ads to optimise saying there was nothing wrong with the tracking. When we became £1000 in spend with zero conversions, and i really started to look at the system, I cannot find a single person they have actually retargetted with ads to track back to anything from our site. This is FRAUD, they knew that the tracking was not working, yet continued to have us pay for something broken. I have emailed their head office and await a reply as I have disputed all charged and started the litigation process. I will continue to be loud, across every channel, contact anyone at Adroll none stop until we get this resolved and refunded. Ripping people off is one thing, but actually causing them psychological harm is disgusting and shameful. Avoid at all costs. To the reply from Adroll, that took a month: It couldn't be more ironic or lack more self awareness. After I called your company out for gaslighting and continually told me I was wrong and your tracking was correct, when it wasn't. You then reply stating how you strive for good customer service...... showing exactly what I was referring to in my review. You don't strive for it, you are training people, or it might be more accurate the workforce is being brainwashed to recite a mantra that isn't aligned with reality. You have a 'poor' rating, but only in my case you did not achieve what you strive for? You clearly do not even know what good looks like, as you couldn't be further from it. Update: I had a reply from Nextroll HQ after emailing their legal email which you can find in their terms and conditions on the Nextroll website. As support will lie and say they are escalating your complaint, but I apparently had an exective board member, so he told me, come on to the support chat to talk to me to tell me they weren't going to do anything to correct their wrongs. No board-member knows how to use teh support chat function, so their support staff openly misrepresent themselves to customers, and do not follow any escalation process. Hence emailing their legal address. The reply continued with the same theme, which was to tell me that they 'couldn't offer the level of support I required' - yet again shifting blame, taking no accountability, and gaslighting. I did not require any support, everything was set up correctly, the issue was that their tech was not tracking anything that resembled real life on our site and 10 conversations and 20 lies from their support team was still waiting for someone to review their issue and resolve it. They refused to provide the background data of visitors to track against our data. When that data is OUR BUSINESSES not Adrolls. They refunded me the money in full, mainly because I know a thing or two about commercial contracts and put the account into dispute. And i told them to go forth and multiply. - please avoid this company, I imagine they are panicking like rats on a sinking ship due to new cookie changes and are now resorting to scamming customers out of their money.
Response from AdRollJan 17, 2024
JB, I am deeply sorry about your frustrating experiences. We strive to provide great support, and we regret that we fell short in your case. We take your feedback seriously, and are using it to improve our services.