Complaint Review: Ebony Lacey of Google Ads (Google Inc.) - Mountian View California

    The purpose of this essay is to articulate my recent experience with a current employee of Google Ads (Ad Words- The Advertising System for Google Inc.) by the name of Ebony Lacey([email protected]). After last week’s interaction with her, I am left wondering if her behavior over the phone line and the way she handled my account is an accurate reflection of the company culture at Google Ads.

As if to say, if you're not working with a heavy advertising budget in the hundreds of thousands to millions you as a consumer run the risk of being downcast, have your account ignored and dismissed with an air of arrogance the way Ebony Lacey did to me. The level of disrespect shown by Ebony Lacey([email protected]) has left me with the impression that large corporations such as Google Inc.

Could care less about helping small business grow. I understand that we live in a capitalist society and large corporations more often than not operate in a manner that is most beneficial to them; sometimes at the behest of the consumer. This statement was personified by Ms. Lacey after last week’s communication.

    I am a new small business owner. I called Google ads to get assistance with creating a click to call only ad. I would have created the ad myself but to be honest, Google Ads can be pretty confusing at first glance. My account manager set a 9 am October 25th appointment with Ebony Lacey ([email protected]) for a marketing consultation and ad development.

My daily budget is $300/day. She called me the morning of Oct. 25th and began by asking about my business and the products that I offered. I answered all of her questions and gave my website address too. We conversed back and forth about my business and possible key search words that could be used for the ad.

She told me that she needed time to work on the ad and asked if she could set a 4:30 pm call back for the same day. Ms. Lacey said we would review the ad and “turn it on”. I was really looking forward to the callback and getting the ad up and running. I was relying on Ebony Lacey to do her job so that I could make the most of the weekend and see conversions.

I’d like for it to be known that I really didn’t know how things work with Adwords in relation to representatives and consumers so I just went with it. She did call me back at 4:30 October 25th; only she presented me with bad news rather than a completed click to call ad. Ebony told me that she, in fact, did not have the ad ready.

She didn’t have ANYTHING COMPLETED. Ms. Lacey told me that the reason for not having the ad complete was that she needed the notes from my account manager. Ebony Lacey([email protected]) said she had been trying to get in contact with my account manager all day but to no avail. She explained that he was located in another building, she didn’t know where and she could not get in contact with him.

She I repeated her statement back to her, “ So your saying , Ebony, the reason why you could not do my ad today is that my account manager didn’t send you the noted you needed?? So my account manager is the reason why you could not do my ad??!”. She replied, “yes”. I was beyond disappointed.

I explained to Ms. Lacey that the day before my account manager said he was emailing everything you would need to do the ad properly. He also said he would walk over to her desk and speak with her personally about my account. Ms. Lacey took a pause when I said that. I had caught her in a lie, but I didn’t say anything I just let her go on.

I told Ms. Lacey “Well since I have you on the phone now let’s get the ad together because I need this done up and running for this weekend. I mentioned to Lacey that I would personally call my account manager to see what’s going on. This is when she started to act as if we didn’t have a conversation about my business needs earlier that morning.

She began asking about keywords and such but I could tell her tone was that of annoyance. I asked her about various prices of certain keywords, only to be met with long pauses over the phone. Ebony Lacey([email protected]) didn’t want to answer my questions. She circled back to her story about the need for specific notes that my account manager supposedly never sent her and pushed for a scheduled call back the following Monday.

I told her no I need to get this done and asked if she could connect me with someone who could help me and she didn’t want to do that. I asked her to call me the following day to which she replied: “ I will try to call you back if not tomorrow then definitely on Monday”. Very unacceptable

    I did follow up with my account manager the following day to express my concern. I was left wondering if it typically takes 2-3 business days to get an ad running. He said she could have done the ad in a few minutes! I explained to him what Ms. Lacey had done or rather didn’t do.

He told me that Ebony Lacey ([email protected]) was not in the office. WHAT???! WHY WOULD SHE DO THAT TO ME?? He did, in fact, speak with Ms. Lacey the day before and sincerely apologized for the misunderstanding. WHY WOULD EBONY LACEY TELL ME A BOLD FACE LIE?? Furthermore, WHY WOULD SHE TELL A LIE ON HER CO-WORKER?? THIS IS ABOUT RESPECT. MS. LACEY HAD NO RESPECT FOR ME AS A CONSUMER, A BUSINESS PERSON, OR MY PRODUCT OFFERINGS. I DESERVE RESPECT!

    I called Google Ads Friday afternoon with the hope that someone could help me create a click to call ad. A representative walked me through the process. It took less than 30 minutes but there was more bad news. It takes one business day for an ad to go through a review and become live. The rep explained that ads are not reviewed during the weekend. So that meant I would STILL have to wait until Monday to have a live ad.

Being livid doesn’t even begin to describe how I felt. From my perspective; because of Ebony Lacey, I lost three days of productivity($$$) that I can never get back. Ebony Lacey([email protected]) cost me potential revenue and threw a monkey wrench in my business before I could even get started.

    Had she done her job on Thursday morning and had the ad gone live by that evening I could have made $2,500- $3,500 in revenue over the weekend. Real women get their work done. Ebony Lacey is not a woman but merely a little girl who yearns to run out and play. I know she hurried me off the phone so that she could scurry off to enjoy a 3 day weekend.

Had she been a woman about it and said, “ Hey, I’m used to dealing with multi-million dollar accounts. Why don’t I refer you to a representative that could better suit your needs.” I would have understood. Or she could have said, “ You know I really have my mind set on enjoying an extended weekend can I call you on Monday?” I would have understood and even encouraged her to enjoy herself. Unfortunately, Ebony Lacey decided to disrespect me and treat me like a cretan!

Ebony Lacey is not a real woman. A real woman knows how to be direct in articulating herself without lying. Ebony Lacey is an inauthentic woman. I can’t stand fake woman. Mr. and Mrs. Lacey raised a dishonest woman with little to no morals when it comes to dealing with people. Ebony Lacey’s mother, Mrs. Lacey, needs to go somewhere and bury her head in the sand because she raised an inauthentic (FAKE) woman.

This brings me back to my original statement. Was Ebony Lacey’s behavior over the phone line and the way she handled my account an accurate reflection of the company culture at Google Ads? Is it a regular occurrence for Google ad representatives to pass judgment and personally decide whether a consumer’s ad campaign will get developed or not?

Does Google Inc. specifically Google Ads, have set standards in how consumers are treated? I strongly urge Ebony Lacey’s supervisors to review the audio conversations from 9:00 am and 4:30 pm October 25th between Ebony and I. I would like to use this platform to communicate with a representative from Google. It can be a supervisor for Google Ads or someone from Google’s legal team. But I do want some answers. Consumers deserve better.