Gorgias: Helpdesk, Chat & FAQ
Gorgias | AI Customer support App for Shopify stores
Rating
4.3
feedback
594
chart
#570
All reviews
Review RSS Feed
June 27, 2024
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.
April 22, 2024
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. 🙏🏼
April 11, 2024
Their phone app does not work - it is broken 5 different ways. We've been barking at them for 4 months. My CS employee has literally NEVER been notified of a customer on the site messaging us. They let us know it is just not a priority. Infuriating. We are looking for a new solution.
Hello, Yogo Team. Thank you for bringing these issues to our attention, and we deeply apologize for the frustration and inconvenience you have experienced. We take your feedback seriously and are committed to addressing each point you've raised. It is concerning to hear about the difficulties you’ve encountered with our app, and it certainly isn't the level of quality we strive to deliver. We sincerely regret that we did not meet your expectations. We assure you that we are reallocating resources to ensure that these types of issues are addressed more swiftly and efficiently. Our team is actively working on updates that will enhance the app’s functionality and reliability. We would appreciate the opportunity to discuss this matter with you directly to explore ways we can make this right. We can see that our dedicated team has reached out to you. Thank you once again for your honest feedback. It is crucial for us in our ongoing efforts to improve our service. We hope to have the chance to regain your trust and demonstrate the high standards our customers should always expect from us.
April 3, 2024
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.
March 4, 2024
**** MISLEADING **** Firstly, I gave this app 1 star because I am sure it is a great app with loads of features although I did not set it up completely. The reason being that you should CHECK YOUR SUBSCRIPTION whilst on the FREE TRIAL before you set it up. They give you all features which is about $360 USD a month ($550 AUD) aprox. Then when you want to get off the free trial and opt in for the $10 USD a month, all you get is 50 tickets. Everything else is an addon and costs $$. Please live chat them first before setting it up to confirm the features and not waste your time.
Hi Stoned Hilda! We appreciate your feedback and want to ensure that all our users have a positive experience. We genuinely regret to learn about any confusion or inconvenience you experienced with our subscription model. While we understand that navigating subscription plans and features can sometimes be challenging, we strive to provide transparent information about our subscription plans and features, which can also be seen on our Pricing Page -> https://www.gorgias.com/pricing. Nevertheless, if you have any specific suggestions or any further questions about our pricing structure, don't hesitate to reach out to our support team. Please rest assured that we're here to help and make sure you get the most out of our app. Thank you again for taking the time to share your thoughts with us!🙏🏼
March 4, 2024
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.
Jan. 8, 2024
NOT GOOD. They just keep on spamming you with emails. If you don't reply, they continue sending spam - once a week. You add them to spam filter, they use a different mail server and messages go through. Awful system - too expensive and not useful at all. There are hands full better and much cheaper alternatives out there (who also respect your privacy and don't send unwanted spam).
Hello, Team. We're sincerely sorry for the inconvenience you've faced. Your experience is important to us, and we're committed to resolving this promptly. We would like to contact you directly so that we can discuss this matter in more detail. With this said, would you be so kind as to email us at [email protected], and one of our dedicated Team members will make sure to address all your queries. Thank you so much in advance.
Nov. 14, 2023
They just won't stop sending spam emails. We asked multiple times to stop but still they continue. Don't know how they manage to get through the spam filter that I set up monthly to bnlock their email but they do. Bravo! We tried using it and that is what we found: 1) Very expensive compare to available free or less expensive apps on the market 2) They don't take privacy seriously. The privacy and general terms links are not even linked or working on their website. 3) The functionality and the price model is a huge joke ) Their team is only good selling their product or unnerving potential customers regardless if they want it or not Look for cheaper and better alternatives and you will certainly find some...
Hi Steel Vintage Bikes! We genuinely apologize for any frustration caused by the spam emails. We've swiftly unsubscribed you and are actively addressing this issue to prevent future occurrences. Your feedback on our website has been incredibly helpful, and we've fixed the link accessibility concerns. 🍀 Regarding pricing, we understand your perspective, and we're continuously working to provide the best value for the services offered. Thank you for helping us improve! 🙏🏼
Sept. 20, 2023
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. 🙏
Sept. 19, 2023
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.
Aug. 16, 2023
Gorgias continued to bill AFTER we uninstalled the app from our Shopify Store. We also had consistent issues with Gorgias having significant down-time and the app logging out of our laptops and phones without notice. Unless you were on their most expensive plan, support was poor — ZERO live onboarding. We LOL'd at their reply to this review because their claim that they somehow help everyone equally was absolutely NOT our experience. It's self-serve unless you're at the very highest levels. One thing that particularly irked us was - after watching the how-to video, Gorgias expects you to grant them full access to all your brand's customer communication channels (email, all the social media channles, website etc). You never get to talk to a live person. We simply didn't trust or have faith in Gorgias to hand that access over. Luckily - many Gorgias features now come standard with Shopify since the latest Shopify update.
Hello Team. We're saddened to learn that you've decided to end your journey with us. Every single team at Gorgias is always ready to work on any issue with utmost dedication, ensuring that your questions are answered in the shortest amount of time. It has never been our intention to make you feel this way, and this is why we're extremely sorry to hear that you have such an overall impression of Gorgias. Please rest assured that we strive to equally assist all our clients whenever they need us, and that will never change. We would like to thank you for taking the time to provide us with the details of your experience which will surely be useful to improve our service in the future. We wish you all the best.
July 18, 2023
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. 🙏🏼
March 31, 2023
**SCAM APPROACH*** I took Gorgias just for a trial and guess what? at the end of the trial I got a bill to pay per month of 540$!!!!!!! I'm now waiting for an answer from their billing team but this is such a scammy approach as I only tested the platform for a week before probably going to their first plan of 10$! This is really a scammy approach, even when I tried to downgrade the plan it was not working, my god!
Hey Koss Design, Thank you for taking the time to share your feedback with us! It's heartbreaking to hear that you're feeling scammed! Our Billing team has reached out to you to explain the situation and address all the concerns you have. At Gorgias, we strive to provide transparent billing practices to our clients and we are committed to resolving any issues that may arise as quickly and efficiently as possible. Thank you. 🙏🏼
March 22, 2023
Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.
Hi Lavoo, Thank you for sharing your experience with us! We understand how frustrating it can be when things don't go as planned, and we're truly sorry for any inconvenience we may have caused. Glad to see that our team was able to chat with you and resolve the issue. We're committed to providing the best possible service to our customers, and we'll use your feedback to continue improving. Thank you for voicing your thoughts and allowing us to turn your experience around. 🙏🏼
Feb. 23, 2023
If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk
Feb. 19, 2025
Im leaving for something more professional. - The phone app doesn't work and is seriously lacking basic feature - The phone app is full of bugs. - The App is also buggy as hell. - Every time you send a message it closes it. causing a new "Billable Ticket" to be created. Which they then charge you for - Their Customer service is terrible. - When they update there application is changes your settings which for me caused billable tickets to be created. Which they then charge you for These guys are the kings of "Extra charges" they update there application to get more money out of you without mentioning. ive had to be on my toes this last year just to stop them form taking all my money. Ive had enough of this. I gave these guys a chance but they just too unprofessional. I would highly avoid these unless you fancy just giving all your money to them
Hey there Rocksolid Audio team, We really appreciate the feedback for both the mobile app, our support, and especially for our billing - it's our goal to always support your business needs with the plan and add-ons you choose, so we'd be happy to review your usage of Gorgias and give some recommendations! Regarding the mobile app, we're really excited regarding the improvements our developers have planned for this year, and we'd be happy to hear your feedback regarding it after. We have reached out to you via email to organize some additional support and help find the best way forward - we're happy to help turn this around for you!
Nov. 21, 2022
Can't send SMS. It's been weeks and they still haven't fixed it. I rely on this heavily and no one knows when or if there will ever be a resolution. I'm losing clients because I can't operate fully.
Hey there team, Hope you're doing well. We're truly sorry to hear about the SMS issue, we completely understand it's an essential channel for your business! However, as the issue isn't directly on Gorgias' end, please let me provide some more info on this one: Our phone and SMS provider Twilio faced an outage for their SMS component that lasted for quite some time, but after the outage was resolved on their end, we noted that your issue was also related to their toll-free verification process that hadn't been completed. We reached back out to you with the form needed to verify your toll-free number. I see you had submitted the form - thank you for that! - and one of our agents reached out to you to let you know we'll get back to you as soon as Twilio processes the request. I assure you we're completely aware of how important this is to you and we're doing all we can on our end to mediate between our provider and our clients, but I'm afraid we can't impact how much time it takes for them to process any requests or resolve any outages, unfortunately. Once again, we truly apologize for the bad experience you've had and we'll be reaching out to you once again once all this is resolved to make sure everything's working correctly and that you can use Gorgias to streamline your support as much as possible and grow your business. Thank you once more for your patience with us on this one, I wish you all the best in the meantime.
Oct. 3, 2022
One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS
Hello there, Hope your weekend is going well. I'm truly sorry to hear you've had such a bad experience with us! It was definitely never our intention to take a long time to get back to you - we've just been dealing with a huge ticket surge and we've had agents out due to sickness and vacation time, so our limited coverage impacted our reply time. We apologize for this and I'd like to reassure you we're working on better coverage consistently. As for Instagram ads, we don't charge per ad - you can see our Pricing models here https://www.gorgias.com/pricing - we charge per ticket, not per integration or per integration feature, so I'd love to get to the bottom of what might've happened here. Could you please reach out to us at [email protected] regarding this? Of course, we're always happy to hear feedback from our clients, so thank you for leaving a review - I hope we have a chance to change your mind and provide better service on our end. I wish you all the best in the meantime!
Sept. 22, 2022
Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.
Using app
Over 4 years
Total reviews
1
Average rating
1.0
Hello Team. We appreciate the time you've taken to review our service, and we’re truly sad to hear that you've got such an impression about us. We can assure you that we do care about all our customers, always striving to make our pricing plans comparable, and affordable so you can get what you opted for. As explained by one of our team members, the price increase stems from changes applied to operating costs in this macroeconomic environment, also taking into consideration the financial aspect during the process of improving the existing and implementing new features, which will take your Gorgias experience to an even higher level. Once again, we're sincerely grateful for your feedback, and we truly appreciate your understanding on this one.
Sept. 12, 2022
Horrible customer support. This is very strange because this is a customer support app, but it looks like they have to work more on improving their support!
Hey there team, Thank you for the feedback! I checked your records with us and see that you mentioned that you submitted some questions that never received a reply, but I wasn't able to find any question that was left unanswered, I apologize. If you find any we missed, please let our agents know - I see you're chatting with us currently, so the agent handling your ticket can re-send any messages you might have missed and reply to any questions we might have overlooked from our side. Thank you so much for your patience with us, have a wonderful rest of your day!