What do you dislike about AdRoll?
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. Review collected by and hosted on G2.com.
