Gorgias: AI, Helpdesk & Chat

March 4, 2026

We have been using Gorgias for over a year, and our experience has been extremely frustrating. If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience. Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later. We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up. For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.

March 4, 2026

This has got to be the greediest and ruthless company ever. We were paying over $13.5k per year on Gorgias for the Advanced plan (6350 automations, 60,000 tickets). This is A LOT...but the story gets worse. I mention this because their pricing is not clear at all after that point. If you a fast growing company, (7-8 figures or more) I highly recommend staying away from this platform. Their upsell features are highly predatory and can increase the cost of your plan by a if your orders/tickets increase. Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY to late, we were charged $14,000 on TOP of $13.5/year. We tried to work with them but we received threats. The AI automation costs them essentially nothing to run, but it would have brought our yearly bill to $27k. Instead of trying to work it out, they tried to strong arm us. For a customer service platform, it was one of the worse customer service experiences I've ever experienced and would not recommend it to anyone. We are switching to a competitor that offers the same functions and essentially unlimited automations. They just lost a customer paying 5 figures a year without any care.

March 3, 2026

One of the worst customer service we experienced in long time. Basically there is no customer service and no one answers us for months... And there is technical issues - The AI’s reasoning isn’t showing for some of recent tickets. Instead of explaining how it came to its answers, it just says the reasoning data couldn’t be loaded. This is a problem because some answers seem wrong, and we can’t see where the AI got its information.

March 2, 2026

Gorgias has been instrumental for our customer service team by taking over the time-consuming requests, such as "where is my order" and "I'd like to start an exchange." The ticket queues and workflow rules have helped us organize and prioritize large numbers of requests while keeping our team lean. We can confidently recommend Gorgias as a full-featured helpdesk tool for your Shopify store.

Feb. 25, 2026

They keep sending spam mails. Zendesk and Microsoft categorize them as spam. This Cindy W contacted us on 4 channels today with: "Hello, I noticed that your team may be facing challenges with Zendesk. Many brands struggle with integration limitations and overwhelming ticket volumes, especially during busy seasons. Gorgias can centralize your support. This improves productivity and reduces backlog without seasonal staff. Our AI Agent automates up to 60% of tickets. This allows your team to focus on high-value inquiries. Who is the most relevant person to chat about improving support at Norvine? P.S. I noticed you’re on Shopify. That's a good fit; they are 3x investors in Gorgias. Best, Cindy W | Customer Experience @ Gorgias" Please explain how you "noticed" that we are "struggling"? Do you work here? We struggle with your spam mails. And I've been telling you in the past already to stop flooding our inbox with your spam. This should be reported and banned from Shopify, seriously. Honestly, these scam mails should make every business aware and make them not want to use this service at all. I just installed the app to leave this review.