AdRoll Reviews 186

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!

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.

When I first began onboarding, a bug in the welcome screen prevented me from using AdRoll (reproducible on both Chrome and Firefox).

There was no way to cancel the account from this screen.

4 weeks later, I received a £60 charge and no refund offer despite never having used the product.

Needless to say, it's one of the most poorly handled onboarding experiences I've encountered and has put me off additional investment.

Doing further research on AdRoll, I see this is a common problem.

I've been recommended Criteo and ReTargeter as alternatives.

They offer you a credit that you can not use without being charged hundreds of euros.
Take care when using this platform as you can be surprised with big charges in your account.

We didn't use tool still they deduct charges and not giving us refund. don't trust this fraudest company. if you need to spend i've in my account i can give it to you! this is fraud company don't even enroll for trial period! if you forget to cancel subscription they will not refund you or support you! let's see we raised the ticket for refund.

Our company using AddRoll long time for our online marketing needs, and I must say it has made a significant difference. Here's what I appreciate about it:

AddRoll's user-friendly interface made it easy to set up and get started.

I love the personalized recommendations it provides for ad placements and targeting, making my campaigns more effective.

Managing ads across different platforms from one dashboard has been a huge time-saver.

The detailed performance metrics help me track the success of my campaigns.

AddRoll allows me to stick to my budget without any unexpected expenses.

The retargeting feature has been particularly effective in re-engaging potential customers.

But what truly sets AddRoll apart is the exceptional customer support. We are having very good communication with our account manager, Anna Corso, who has been quick and helpful whenever we've had questions or needed assistance.

In summary, AddRoll is a fantastic tool for enhancing online marketing efforts, and the support from the account manager, Anna Corso, is the cherry on top. It's user-friendly, efficient, and effective. Give it a try and experience the difference it can make for your online presence!

I cancelled my subscription and deleted my account, but got charged anyway. When contacting there customer support they offered little to no help and said a refund isn’t possible

In order to use Adroll I signed up with Adroll. Immediately they ask for the Payment Details, After I submitted the Payment Details. Then I submitted my Business Info which is a Spa and Wellness Center,
Then I get the message from Adroll after a Day.

Below is The Message

Advertiser profile suspended. Active campaigns paused, new campaigns cannot be launched, and the pixel is restricted from collecting ALL data.

But Adroll if it has Suspended the Account Fine
An Amount Rs 863 was Transferred from my account to AdRolls account, My campaign was suspended But amount getting deducted from my Bank Account,

So when you go for Adroll Please be Very careful about giving your card Details or Payment Details.
I have brought before the people about the bitter experience I had with AdRoll. I mailed Adroll to refund the Amount Collected but no Use. The Reply was it Will not be Refunded.

Scam robbed me of 324 my daughters money for school

I cancelled the subscription never ran any ads and the charge u annual fee were I had downgraded in seconds scam going police get my money refunded

Cheating completed successfully. After they received the first payment, they attended our account. We are a group of about 300 people. We work for profit from Adsense. A company to say the least is to loot you and provide you with skillful support in calming your nerves until you get bored and leave. Beware of it.

We need to broaden the appeal of our brand to our customers and build brand awareness. So we need to find our customers and potential customers and advertise them accurately. As it happens, they are very professional in this respect. We used them to find our customers, which is very exciting. And we were able to track key metrics, which greatly simplified our workflow and improved our productivity. This is so convenient. No matter what problems arise, we are able to adjust and reallocate our business priorities in a timely manner. Not only that, we can also track and expand our customer service through feedback information. They completely changed the way we work and the process, and I think it's a good new start.

so there pricing says £27 a month. which then turns out to be paid anually. so its actually £35 monthly. then when you start to sign up its asks you what your current monthly visitor rate is. Then when you add this number the subscription goes through the roof. mine is 10k monthly so all of a sudden my monthly subscript was £500 A MONTH ! just for the platform subscription. not ads. so i try to speak to a rep. they make me add my email. name etc. then after ive given them my details they say they dont talk to people with less than 50k visitors a month. what a joke. talk about a shameless way to gather info. advertising 30 a month when infact the real number is somewhere in the region of 500 a month. tital scammers.

Good customer service

We tried to place ads using Ad Roll and were declined as too adult. We sell men's underwear that may show an exposed rear. Their own blog shows how succesful they were and gave an example to an online women's underwear to store "Lounge".

We pointed out that "Lounge" website was full of photo's with exposed rear shots but were basicaly ignored.