Coldest review for Gorgias: AI, Helpdesk & Chat
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.
Hello Coldest team, We completely understand how frustrating unexpected overage charges can feel, especially when you’re scaling quickly and relying heavily on automation. Our AI Agent is usage-based, and as outlined in the plan details, additional charges apply when usage exceeds the included volume. As your usage approached and surpassed the limit, our team reached out to you multiple times to provide visibility and discuss options to better align your plan with your volume. Given the significant expansion in AI activity on your account, our Customer Success and Billing teams worked to propose an upgrade that would better support your needs and also explored absorbing a portion of the overages as part of a renewal plan. Our goal throughout those conversations was to find a sustainable structure that matched your growth, not to apply pressure, but to ensure your setup remained supported and optimized. We genuinely value the partnership we had and are sad to see you go, though we respect that Gorgias may not be the right fit for your business at this time. If you’d ever like to revisit the conversation, our team remains available and committed to working collaboratively toward a solution that supports your goals.
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