AdWords
6.7K members online now
6.7K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply

Very Frustrating Experience with Adwords Team

MHS
Visitor ✭ ✭ ✭
# 1
MHS
Visitor ✭ ✭ ✭

We were told our Adwords account was suspended for "misleading content" by one of the Google bots and required a review team at Google to review & unsuspend it. Our website is in no way misleading nor has it ever been. We are one of the most respected and trusted brands in our industry.

 

This is getting very frustrating now and my patience is spent after our latest interaction where Google told us we have to remove our Money Back Guarantee. I'm not sure which hair brain Google policy this would go against but I absolutely refuse to remove our money back guarantee. This is one of our commitments to our customers. 


Here are a few examples of our interactions with Google over the past few weeks:

Google Adwords said we needed to have an asterisk next to our testimonials. Our testimonials are real and we even provide a clear disclaimer under them stating results are not typical. No big deal though, we added the asterisk and informed Adwords we had made the changes they requested. Our site was then supposedly sent up for review. They said they would get back to us within 48 hours.  They never got back to us. We kept calling...

The next person we got ahold of said the Google Adwords employee who was handling our case was out sick. The nice lady said she would be taking over our case and would be getting back to us within 24 hours. She never called back... So we called again...

 

As part of our website, we provide a section that contains information where people can fix their issue for free. We used the word "eliminate" here and they said you can't make that sort of claim. Sounds ridiculous considering this is great information and provided absolutely free of charge because we're in the busy of helping people. I didn't try to argue with Google on this. Not a huge deal so we removed this word from the website as requested. We informed Adwords again and they said they would review and get back to us in 24 hours. Again, they never got back to us. So we called again...

After explaining the entire ordeal again they said the problem is the destination URL is inactive. I checked our website and it was fine. We also have alerts that let us know if and when the website goes down. It's never went down before... As it turns out, they were looking at a campaign for a website I ran ads for several years ago. I explained to them they were looking at the wrong campaign. They said ok we'll review this and get back to you in 24 hours. They never called back. What's going on here, Google? So we called again...

 

This time (and mainly the reason I'm writing this as my frustration levels are through the roof and what I was told by Google is absolutely unbelievable to me) they told us the problem was that we offer a 100% Money-Back Guarantee. I told them that is absolutely ridiculous and I while I politely complied with all other requests, as petty and ineffectual as they were, I will absolutely not be removing our money back guarantee as this is our commitment to our customers. What in the world is going on here?


This has all stemmed from the same issue (we still aren't even sure what that issue is and I'm still not convinced there ever was any issue to begin with) and has gone on now over the course of 3 weeks and is still not resolved. I can't do business like this and it's starting to effect our employees as we rely on Google for a large portion of our income (probably shouldn't have put so many of our eggs into that basket in retrospect) and my blood pressure is suffering now as well.

 

This is the exact definition of insanity. Every time we call, we are told it will be reviewed and we will receive a call back and we never do. Then we call back and we're given some other petty thing to do to bring our site into "compliance". Our brand is one of the most trusted and respected in our industry and to have to jump through all of these hoops because a bot flagged our site as misleading is highly frustrating and absolutely ridiculous.

Now we're told we must remove our money-back guarantee to bring our site into compliance with Google policy (crazy!) and what's next? I can guarantee you if we did this (we absolutely will not remove our guarantee) then we would be promised another call back that we would never receive only to call back and receive instruction on more things we need to change on our website that make absolutely no sense.

Can someone please look into this situation for me? This is getting out of hand and we're getting no where on the phone...

3 Expert replyverified_user

Very Frustrating Experience with Adwords Team

[ Edited ]
Top Contributor
# 2
Top Contributor

Hm....  Could you perhaps copy/paste your website url here please?

 

(The policy I know about only says that any refund (money-back) policy should be clear and easily accessible for users.) 

Re: Very Frustrating Experience with Adwords Team

[ Edited ]
Top Contributor
# 3
Top Contributor

misleading-content usually relates to six areas of potential violations:
(a) claims;
(b) endorsements that imply typical results, or without clear disclaimers;
(c) guarantees, that are tied, in any way, to results or claims;
(d) unscientific cures;
(e) misleading expectations;
(f) any product or ingredient flagged or flagged with a misleading expectation;

issues (a)-(e) typically require strict scrutiny of all ads and an entire site;
issue (f) typically means that a product is rather unlikely to be allowed to
be advertised, in any form, regardless of any website or ad details.

however, this is mainly a peer-to-peer community forum;
google is the final arbiter of all policies.

 

the frustrating experience with google's support

team may also be submitted directly to google --

https://support.google.com/adwords/contact/aw_complaint

see also
https://www.legitscript.com/products/Tinniticil/

 

Very Frustrating Experience with Adwords Team

MHS
Visitor ✭ ✭ ✭
# 4
MHS
Visitor ✭ ✭ ✭

I've personally read through the policies several times and none of this applies to us. We have remained in compliance with Google policies. We still have not heard back from Google Adwords.

Marked as Best Answer.
Solution
Accepted by Lakatos (Top Contributor)
July

Very Frustrating Experience with Adwords Team

Top Contributor
# 5
Top Contributor

The claims made must be within the common and acceptable practices  in medicine.  A food supplement is  not a medication and cannot cure / heal. I would revise all the site text.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Very Frustrating Experience with Adwords Team

MHS
Visitor ✭ ✭ ✭
# 6
MHS
Visitor ✭ ✭ ✭

That's not the issue here nor do we claim any "cure" but it absolutely can (and does) provide relief. I'm not here to get into a scientific debate with you guys.

The issue here is Adwords wants us to remove our money back guarantee before we can start running ads again and we cannot get Adwords to call us back. Every time we call they tell us something different and say they will call back (and never do). We need resolution here not more off the wall suggestions.

Very Frustrating Experience with Adwords Team

Top Contributor
# 7
Top Contributor

Policy team does not fully disclose all violations listed. (We can argue whether this practice should be changed or the reasoning behind it- however this is the practice). The support Reps are doing their best based on their own experience, as support specialists, Hence, you "hear" different "versions".
We, as volunteers here, share our experience. One principle is certain: Until all violations  are fixed the account will not be reinstated. (Google is  "iron fist" on that). My personal view is that  the "money back guarantee" is NOT the major violation. The claims are the issue.

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Very Frustrating Experience with Adwords Team

[ Edited ]
Top Contributor
# 8
Top Contributor

Just dropping in for a moment to say that I fully agree with @MosheTLV. Put together we have had a pretty good number of years of experience since the inception of AdWords. As he mentioned we have a bit more freedom reg what we say or don't say because we make our living on the market. - I think that science is far beyond my qualifications, nor does Google get into scientific debates. Believe they fully rely on what is generally accepted by formal scientific bodies. It does not mean you are wrong in your judgement, of course. May time verify your claims.