headphones.com review for Gorgias
July 29, 2021
We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service. When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live chat. Ironically, when you look for support from Gorgias on their "live chat", there is never anyone to be found. They've even swapped it over to some useless automated messaging that is the same level of useful as Amazon Seller Support. We've given Gorgias multiple chances because the platform itself has a lot of potential. But they don't seem to want to make the basic fixes that merchants want. If you're looking at Gorgias, here are some of the features that are missing. 1. You cannot put in vacation hours for the storefront, only by person only. So the live chat widget is active at all times, even if you are not. The only way around this is to modify your business hours every time there is a Holiday. Or, you deactivate the widget all together. The kicker? If a customer has your website cached, they will still see the Gorgias widget and be able to send you messages but on your end it will say "Gorgias has been deactivated, please reactivate to reply to this message". Very business friendly. 2. No variability between the Desktop and Mobile experience. Everyone knows mobile shopping is booming and the fact that this isn't even an option is simply outstanding in 2021. 3. Removing features from the plan you're paying for and putting it in a plan at 2.5x the price without telling you those changes are being made or any sort of grandfather period. Excellent way to keep your loyal customers on board. At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances. If this is how they treat a customer who has been with them for 2 years, I can't imagine the treatment new customers get. I decided to give Gorgias one more chance to see if they could deal with the most basic frustrations before posting this review and the below happened. I sent this review over to Gorgias through their live chat support at 10:37am on July 28th, 2021. At 1:22pm PST, I still had not received a response even though their support hours are listed from 9am - 7pm PST. Finally at 1:35pm PST, I received a response that they completely understood my frustrations and would pass it along to the management team who would arrange a call the next day. Aleksandra sent an e-mail at 8:08am PST on Thursday, July 29th to confirm that 2pm was a good time for her to chat today. I confirmed with her at 11:37am PST. It is now 2:06pm PST and I have yet to receive a confirmation from her or a phone call. Clearly Gorgias did not understand our frustrations and we are unfortunately forced to leave this review.
