Gorgias: AI, Helpdesk & Chat
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We recently encountered a billing issue with this app where we were overcharged $780 on October 24th, and we are still waiting for the refund to be processed. While mistakes can happen, the delay in resolving the overcharge is concerning. I’m sharing this so other users and businesses are aware and can keep an eye on their billing statements. I hope the team resolves this soon and improves the refund process moving forward.
Hi team, Thank you for sharing your experience. We understand how concerning billing discrepancies can be and appreciate you flagging this. The overcharge you mentioned was identified quickly as part of a broader infrastructure change, and a full refund was approved by our team right away. Unfortunately, because this refund is being processed through a different billing system, the delay this caused was less than ideal. We're consolidating internally to figure out avenues which will help us expedite similar requests in the future. Overall, we appreciate your feedback and the patience while we got this resolved.
My contact form has been down for more that one day, emailed twice the support team and I got strictly NO answer from them. Overall the app is pretty good, but when something goes wrong, them it seems will not be there for you (except useless AI automatic responses).
Hi team, we're really sorry for the delay in support and the frustration this caused. Our technical team looked into the issue and worked with you to get it resolved. One of our managers will also get in touch with you soon to confirm everything is working as expected. Thank you so much for your patience here!
I cancelled the service and they still billed me $900. They are refusing to refund the money even though it was cancelled before the renewal!
Hi team, we're truly sorry for the confusion and any frustration caused here. We’ve looked into the situation and have processed your refund. Someone from our team will be in touch directly to confirm everything is resolved.
How ironic that a so-called CX app is giving me the worst customer experience ever. Our team has been reaching out for help since last month, and no one has responded. I’ve now sent two emails 48 hours ago regarding the outrageous $726 USD charge on my card. NO RESPONSE again. This charge was made without any prior notice or alert about a plan upgrade. That is unacceptable. I expect an immediate refund. On top of billing issues, the AI responses are a disaster. When there isn’t enough information, it fabricates random answers that only frustrate our customers. Plus we've been submitting multiple feedbacks to the AI responses, and no changes, same repsonse again and again. Worst of all, the lack of real support: you get bounced from one AI response to another, then finally to a person who passes you along again and promises a fix, but never follows through. This isn’t customer service. It’s avoidance.
Hello team, thank you for sharing your feedback here! We apologize sincerely that your query wasn't addressed as an urgent matter. Our team was on a company retreat last week, which is why our replies have been slower than usual and our service has been limited. We're back in full force this week! The case has now been escalated to our Billing team. For direct access in case of any future billing-related issues, please feel free to write directly to [email protected]. Regarding the AI Agent issues you've mentioned, an agent will reach out to you via email promptly to assist and identify any mistakes or areas for improvement in its setup, ensuring it provides value to your business. Additionally, a manager reached out to you via email to discuss the issues you've been experiencing with our service in general. Thank you once again for working with us. We look forward to improving your impression of Gorgias!
the most expensive app we have ever used, just use shopify chat, you can configure the exact same.
Thank you for sharing your feedback. We understand pricing is an important consideration, and our goal is to deliver value that goes beyond basic chat functionality. We’re investing heavily in infrastructure stability and continuously enhancing features to help businesses like yours grow. If you’d like to share more details about your experience, feel free to reach out to us at [email protected]. We’d be happy to review your setup and help you find the best solution for your needs. Your input helps us continue to improve and deliver more value.
Looks terrible, cheap and chaotic, not as advertised at all. Cant login, no email with PW reset is sent, customers are waiting.
Hi there, team. Thank you for your feedback! For the way Gorgias looks, we always advise booking a demo before subscribing, so you know exactly what our helpdesk looks like and whether it works for your team and business. We also have tons of learning materials that can help you acclimate. As for your password reset email, I can completely empathize with how frustrating it must be when things don’t work as expected, especially when your customers are waiting. If you haven’t already, please check your Spam or Junk folder for the password reset email, as these messages can sometimes be directed there. If you're still unable to log in or facing other issues, our support team is available 24/7 and ready to assist you directly. We’ve reached out to you via email and are always here to help. We want to ensure that everything's working smoothly for you!
Impossible to get in touch with their support. Too much AI and automation sometimes doesn't work :)
Hey EzSpace, we're sorry to hear about your experience! You can reach our Support team through both Chat and Email. We use AI to help get the necessary information or troubleshooting steps to you faster, so you don't have to wait for the Support team if it's something easily solvable. If our AI Agent isn't quite satisfactorily replying to your questions or can't sort out your issue, you can always ask it to hand over to a human, and it will do so. Then, our team will jump in to support! We've also reached out to you via email to provide further assistance, and hope we can turn your experience around.
Aplikacja co najwyżej średnia, a na polskim rynku mało użyteczna. Rezygnacja z subskrybcji oczywiście nieintuicyjna, a pomoc ze strony obsługi polega na tłumaczeniu, że zwrot pieniędzy jest niemożliwy. Nie polecam
Hey there team, we really appreciate your feedback. We're sorry to hear you didn't find Gorgias useful for your Polish market. We'd love a chance to check in and see what was lacking - our Support team would be happy to see how we could have helped make your experience better. As for cancelling your subscription, while we don't offer refunds per our MSA, there's a cancellation button on your Billing & Usage page that lets you cancel your subscription anytime.
App is very expensive.
Hi Egendesign! We appreciate your feedback and understand that pricing is an important factor when choosing the right solution for your business. Our team has reached out to offer alternative plan options and we invite you to hop on a call with our Billing team to explore the best plan that empowers your business. We’d love to work with you to find the best fit for your needs! 🙏🏼
The service lacks a proper spam filter. I can’t block email addresses or mark emails as spam. Additionally, I’ve been getting charged twice for months, paying €160 monthly instead of the expected amount. Unfortunately, I can’t recommend it.
Hi Team Hauttief! We’re sorry to hear about your experience and appreciate your feedback. Regarding the spam tickets, Gorgias mirrors your email inbox, but we recommend enabling the Auto-Close Spam Emails rule to better manage irrelevant emails. We sent you more details about this via email to help you improve the handling of spam tickets. As for the billing issue, our team has reached out with a detailed explanation and is assisting you further. Thank you for the opportunity to address your concerns!
Our account was billed even though we already canceled it.
Hi Solarhandel24 team, We sincerely apologize for the inconvenience caused. We’ve reviewed the situation and are taking steps to make things right. Please check your inbox for further details, and feel free to reach out if you have any additional questions
stay away. nothing works - waste of time! support is horrible!
Thank you for your feedback, Titan! We’re truly sorry to hear about your experience. We value your input and are committed to making things right. Our team has reached out to you via email with a solution and to offer further assistance. We hope to have the opportunity to turn your experience around.
Review stars is based on SUPPORT TEAM only! Its fairly seamless to install. Seems ok but have only recently installed. But the experience with their help desk is absolutely terrible today. Started off with 'Joeferson' who was somewhat a help with delayed responses. Then Sharmaine comes in after 30 mins saying she needs a min to catch up. ok no problems, thinking we only got 1 step in so wont take long. 25 mins later I ask if she is still there with a reply so basic it was ridiculous. Replied with the obvious of 'yes I have'. I ask has it really take an hour for you to tell me the code needs to be on every page i was it installed? (face palm). The asks me for a screen shot of the theme where I installed the code... ummm its not installed on the theme, surely you should know this? she replied with 'yes the content section, my bad!' wow... just wow. anyway a hour later she replies saying it to complex for them and they need the email team to do it, but dont worry, the team will continue trouble shooting! Over an hour wasted only to be told its to complex. Mind you this is only for the control center to be added to the website (what should be a simple issue). for an app that came recommended from my business coach, I think ill be asking for new recommendations because the support team they have on today don't know left from right. I dont normally leave reviews, especially like this one. I know most app support teams jump from customer to customer but oh my gosh. Extremely disappointed.
Hi there! We regret the poor experience you had due to the delayed response time, and we apologize for any inconvenience this caused. We've followed up with you via email to provide further assistance and ensure your issue is resolved. Thank you for sharing your feedback—it helps us improve our service.
Costumer service has a brain of a 3 year old...
Hello Team. Thank you for sharing your feedback. We are genuinely sorry to hear about your experience and regret that we did not meet your expectations. We strive to provide the best possible support to all our customers. We would like to understand more about what happened so we can address the issue and improve our service. Please contact us directly at [email protected] so we can discuss your experience and find a way to resolve the situation. Your satisfaction is our priority, and we appreciate your input as it helps us to improve. Thank you for your understanding and for giving us the opportunity to make things right.
The customer support at this "customer support" software is comically bad. I have been using this software for almost five years and can not wait to get away from it.
Hi WindowCleaner! Thank you for sharing your feedback with us. We appreciate your input and regret any inconvenience you've experienced. Our team is committed to continuously improving our services, and we'll take your comments into serious consideration as we work to enhance the customer experience. 🙏🏼
App would not integrate with email accounts as described and support was non existent, terrible app, don't waste your time or money
Hello, The Birch House Team. We genuinely regret to know about your experience with our app. Your feedback is incredibly valuable to us, and we apologize for any inconvenience or frustration caused. Our Team strives to ensure seamless integration process and provide exceptional support, and it's disappointing to hear that we fell short of your expectations. Your feedback is crucial for us to improve, and we assure you that we take it seriously. We're committed to resolving any issues you've encountered and ensuring a better experience for you. With this said, our dedicated team will be reaching out to you via email shortly. Thank you so much for bringing this to our attention, and we appreciate your patience and understanding in this matter.
terrible customer support! nobody answers!!! it is not working properly and it's been a week and I am yet to get any help at all!!!
Dear, Team. We highly appreciate you taking the time to share your thoughts. We truly understand your concerns and sincerely regret to learn about the inconvenience the delay in addressing your query has caused. Please rest assured that we are actively working on resolving the issue you're experiencing. Our team is dedicated to providing you with the assistance you need, and we appreciate your patience during this time. Thank you once again for bringing this to our attention. We're deeply committed to ensuring your satisfaction moving forward.
We had high hopes for Gorgias. But key integrations they said they had simply did not work. We were told repeatedly the issues would be resolved, but after weeks we had to abandon. Further, the phone queue functionality is extremely limited. If phone service matters, do your diligence - this likely isn't the service for you. You can't prioritize agents, adjust queue roll times, offer call backs, etc. - pretty basic stuff for any operation, large or small. They have some nice features and this may work for small/niche applications, but it's just not ready for prime time if you truly are a multi-modal shop. Finally, beware the trial - they charged us up front and offered credits in subsequent months. When the platform didn't work as promised, they refused to refund the up front cost despite the fact that we never used the credits. Not a huge deal -the real cost to my business was the time, effort and expense of employees to implement a service that didn't live up to the hype, but it's reflective of a poor approach to clients/accountability.
Hello, Team. We appreciate you taking the time to leave your detailed feedback. We're genuinely sorry to learn that this is your impression. We would never want to see any of our clients leave with a bitter taste in their mouths. Your satisfaction is our top priority and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service. What you mentioned in the first part of your review is something that will be relayed to the dedicated teams as is definitely a learning opportunity for all of us. Concerning the Billing aspect, we do, however, keep everything perfectly transparent, providing the full information at the very beginning of your service with us. This being said, we are always ready to discuss any point of the Terms and Conditions of our Service with complete honesty and in full detail. We sincerely appreciate you taking the time to share your review, and we wish you all the best in your future endeavors. 🙏
Great app, Terrible support for bugs and issues. --- adjusted the review from 2 stars to 1 star after they decided to respond. They responded here as if something was going to happen, nothing happened. The service is terrible, they are constantly giving wrong advice and then someone else different picks up the ticket and gives additional wrong advice. ironic for a support ticketing app, shows their logic and systems doesn't work. save your sanity and find a different app.
Dear Team, First of all, we would like to thank you for taking the time to share your thoughts with us. We’re disappointed to read your review as we know we can do better. Your satisfaction is of utmost importance to us and we would like to show how much we care, and that we'll do everything to find the best solution for you and your Team. We are going to make things right so you can enjoy your Gorgias experience. One of our Team Members will be reaching out to you shortly to address the issues you have raised. We’re confident your ongoing experience will be a positive one.
There is a MASSIVE bug in Gorgias - Once you click "Send" or "Send and close," there's a popup that says "Message sent" along with a button that says "Undo." If you close the tab before that goes away, your message DOES NOT get sent or saved in drafts. You have to do it over! I've spent an afternoon plowing through tickets and now I have to do ALL of them over again.
Hi Team Biotikur! Thank you for sharing your feedback with us! Your valuable input regarding the "Send and Close" feature has been passed on to the development team. Rest assured, your concerns are being taken seriously, and our dev team will continue working on improving the efficiency of the mentioned feature. Your satisfaction is our top priority! We genuinely appreciate your candidness and are grateful for the opportunity to improve our product and ensure that your Gorgias experience is smooth and hassle-free. 🙏🏼
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