Gorgias
Support made simple and scalable.
Rating
4.3
feedback
705
chart
#942
All reviews
Rating Breakdown
Review RSS Feed
Nov. 19, 2024
We are updating our review as a warning to those considering Gorgias. After we left their platform, we endeavored to remove what is ours off of their platform per Privacy Concerns. Gorgias, once again, rather than addressing our concerns and working with us to resolve this very serious matter, is, in response, sending us form letters and sending us in circles (We have had other privacy concerns with them. See remainder of our review below). Buyer beware. Read their TOS to compare and to make decisions before signing onto their platform. We were with Gorgias for around 4 years. They were good in the beginning--had good support and the platform worked as it should. But, in this past year two we grew very disgruntled with them and could not wait for our term agreement to end with them. Reasons: they are very over-priced, their support is spotty (they have cut way back on support in the past couple of years) and they send you in circles, often not resolving the issue. We paid for their phone add-on and it never worked, despite many support tickets. The phone didn't ring to us, it glitched a lot, it was terrible. The platform itself is "noisy." And, one thing users should be very aware of: IF you forward an email from Gorgias to another person and then email the original sender your forwarded email will go to the original person! This is a nightmare for customer service. They did not listen to my complaint about this and sent me in endless circles, which is what they do. They tried to tell me Google does this, but it does not. Their fix? You have to manually erase the messages that fall below the one you are sending, which includes any forwarded messages. As a busy brand, I can tell you, remembering to comb my emails to make sure I haven't forwarded anything when answering back does not happen. What happens? Customers can see what you wrote in forwarded emails and it might not be something you want them to be privy to. We are so very glad to be done with Gorgias. We have moved away from Gorgias, and on to a better platform, that offers excellent customer service without any of these issues and is a lot less pricey.
Thank you for sharing your honest and detailed feedback, ThumbPro! We're sorry to hear that your experience with our platform and support did not meet your expectations. We take feedback like yours seriously and are committed to making improvements to better support our customers' needs.
Oct. 29, 2024
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.
Sept. 17, 2024
It's so frustrating... The pricing structure that they show on their own website is VERY misleading. By moving the sliding bar to tell them how much interactions you expect, it looks like you get 160 tickets a month for $10. This isn't the case. It took me to send customer support a screenshot for them to clarify that it's $10 for 50 tickets then $0.40 per additional ticket. Their justification on this was that the best option is to stay on the $10 a month then pay $44 as that's better than paying $60 a month on the next plan up! The next option is $60. We are off back to help crunch as we know where we are with billing! They pride themselves on transparency... Would be good if they started out being honest and transparent from the beginning!
Hello, Fox and Wolf Team. Thank you for taking the time to share your feedback. We sincerely regret to hear that you found our pricing structure misleading. We appreciate you pointing out the confusion regarding the sliding scale and ticket pricing. Your feedback is invaluable, and we will ensure it’s brought to our Team to improve our communication. We want our clients to have a clear understanding of what to expect, and we regret that wasn’t the case for you. Once again, we're truly grateful for your input.
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.
Feb. 16, 2024
not working even to setup the account, support low level seems they don't care to get new customers
Hello, Team. Thank you for bringing this to our attention, and we genuinely apologize for the inconvenience you've experienced during the account setup process. We want to assure you that we are actively working on resolving this for you as soon as possible. We are committed to improving our response times to provide a more timely and efficient service. In the meantime, we want to express our gratitude for your patience and understanding. We value your feedback as it guides us in our efforts to enhance the quality of our service. Once again, we apologize for the inconvenience, and we appreciate your cooperation in this matter.
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. 30, 2023
STAY AWAY - They have Zero support and will pass you from person to person. There is zero on-boarding help and no one will pick up a phone to call you. You can only manage Facebook, IG, Tik Tok and email. It's not the be all end all like they make it out to be. For a company that sells efficiency and service they have NONE. In three days I think I recevied emails from 6 different people and not one of them knew anything! All they want to do is sell you there service and none of them know anything about what they are selling. I have emails from them saying "I know nothing on how to set it up, but it really great" How the heck you know it's great if you don't know how it works? Total waste of my time and energy trying to make this stupid thing work. I'll find something better with time.
Hello, Team. We are sincerely sorry to hear about your impressions, and we can assure you that it is far from our intention to leave you feeling like that, and cause such disappointment when the truth is quite the opposite. Please rest assured that our platform offers a plethora of other features in addition to the ones you mentioned, and our dedicated teams are tirelessly working on introducing even more functionalities. With that in mind, we will be reaching out in private to gather more details about your case, and do our very best to assist you, turning this experience around.
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! 🙏🏼
Nov. 11, 2023
they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages..... if this is how its work the best thing is not even start to avoid future issues
Hi Solar! We sincerely apologize for the inconvenience you faced with our platform. and regret that our communication fell short of your expectations. We strive to provide clear information about our trial terms, and it's evident that we missed the mark in your case. We appreciate your feedback and want to assure you that we're actively addressing this to ensure smoother and more responsive assistance. We've reached out to you over email to go over this in-depth and help you use your trial to the fullest. 🙏🏼
Sept. 25, 2023
After a confusing start with the app, I managed to get it working. The support doesn't have a live support chat for some reason, and after a while they emailed back mentioning a phone call... Not something I was looking for to be honest. When I signed up I really thought the Starter Plan was free but it's not so after 7 days of trying the app I will be removing. Wish they would support smaller businesses.
Dear Team, Thank you for sharing your concerns. We are really sorry to hear about this misunderstanding concerning the difference between our one-week free trial and our paid Subscription Plans. Here at Gorgias, transparency is what we advocate, and the same goes for our Pricing structure. Our Paid Subscription Plans can all be checked on our Pricing Page (https://www.gorgias.com/pricing), including all the features each of them offers. What we would also like to add is that we're genuinely sorry about the belated response when you initially tried to reach out. Please rest assured that one of our Team members will be getting in touch with you to discuss everything that you pointed out here. Thank you once again for bringing this matter to our attention.
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. 🙏🏼
July 14, 2023
Very bad application and service. We sent an email to their billing department and we did not get a response on the unsubscription. Also very difficult to use compared to Helpscout. I do not recommend it at all. They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?
We appreciate you taking the time to share your feedback, and for bringing this to our attention, Team. Having spoken to our Billing Team, we can confirm that your subscription was fully canceled and that the confirmation was sent your way. Your opinion is of utmost importance to us, and please be assured your feedback has been shared internally so that we can take steps to improve the cancellation process. We're sincerely grateful for your patience and understanding throughout this entire time. 🙏 Update: Dear Team, thank you for getting back to us. We have just sent you another email double-confirming that your subscription with us has ended and we provided some additional information, as well. Once again, we highly appreciate your cooperation, patience, and understanding. 🙏