Gorgias: AI, Helpdesk & Chat
Instantly resolve support inquiries and grow your business.
Rating
4.3
feedback
633
chart
#495
All reviews
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April 27, 2026
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
April 15, 2026
VERY DISSAPOINTING EXPERIANCE FROM WHAT LOOKS LIKE A GREAT COMPANY TO WORK WITH. READ MY EXPERIANCE We had a very disappointing experience with Gorgias. During the initial sales process, we were told that the platform is complex and evolving, and that it’s completely normal not to know exactly what we’d need upfront. Based on that, we answered our sales people's questions to the best of our ability and were reassured multiple times that we could adjust our plan later once we saw how everything actually worked in real use. Because AI is new to everyone and so we thought we would try it to. However, the contract they put together did not accurately reflect those conversations we had. After getting set up and realizing our needs were different than what was scoped based on questions 6 months into using it, we reached out to make adjustments—just like we were told we could with their salespeople. They quoted us a huge plan, very expensive that we needed this based on our volume of tickets. We were no where near these numbers and AI tickets and they warned us of overages and the expensive overage charges. Then I get an email 4/10/26 that is from Gorgias stating May 10th if you upgrade your plan mid billing cycle you'll pay a one time prorated charge for the upgrade. Well wouldn't this have been nice to know when they quoted me this huge plan and we would have planned accordingly. A lot of things represented to sell me this expensive software changed and was not in the contract that they said was all in there. Along with slow support response times, and when we did get responses, they were not helpful or solution-oriented. Most importantly, they refused to adjust our plan, despite clearly telling us during the sales process that flexibility would be available. It feels like what was promised during the sales call was not honored once we became a customer. If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there. Do not rely on verbal assurances as in my case. In our experience, what is said during the sales process does not necessarily match how they operate afterward.
Thank you for taking the time to share your experience. We’re sorry to hear it didn’t meet your expectations. We understand how important it is for the sales process, contract terms, and ongoing experience to feel aligned, especially when adopting a platform that evolves with your needs. Your feedback on plan flexibility, pricing clarity, and communication is noted, and we can see how these points would impact your overall experience. Our goal is always to provide clear guidance upfront while remaining a collaborative partner as your business grows and requirements shift. Regarding plan adjustments and billing, we recognize that timing and transparency are key, and your comments highlight areas where we can continue improving how we communicate these changes. We also take your feedback on support responsiveness and quality seriously, as delivering timely and actionable assistance is a core priority for our team. A member of the Gorgias team will be reaching out to you directly to better understand your situation and work with you toward a more suitable path forward. We appreciate you raising this and giving us the opportunity to address it.
March 4, 2026
We have been using Gorgias for over a year, and our experience has been extremely frustrating. If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience. Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later. We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up. For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.
Hello there, Wholesale Supplies Plus team. Thank you for taking the time to share such detailed and honest feedback. We’re very sorry to hear that the experience using Gorgias has not met your expectations. To provide more context, 3rd-party ERP apps typically require custom HTTP integrations, which add complexity. That said, we are continuously working on improvements to enhance stability and overall performance. Our team is also continuing to work on your Yotpo integration request to ensure it is handled thoroughly and with the necessary attention. We’re also sorry if any of our responses seemed to lack clarity or did not fully address your concerns. That is not the standard we aim for, and are doing an internal audit to prepare coaching for the team where necessary. As for your current escalation, we want to clarify that the ticket was not closed and our engineers are actively working on a solution. A follow-up with a detailed explanation was shared with you recently. When it comes to AI Agent, it does require ongoing training, monitoring, and feedback to perform optimally, but we would be more than happy to provide guidance and best practices to help ensure reliable performance. We remain committed to earning back your trust and improving your experience with Gorgias.
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.
Feb. 25, 2026
They keep sending spam mails. Zendesk and Microsoft categorize them as spam. This Cindy W contacted us on 4 channels today with: "Hello, I noticed that your team may be facing challenges with Zendesk. Many brands struggle with integration limitations and overwhelming ticket volumes, especially during busy seasons. Gorgias can centralize your support. This improves productivity and reduces backlog without seasonal staff. Our AI Agent automates up to 60% of tickets. This allows your team to focus on high-value inquiries. Who is the most relevant person to chat about improving support at Norvine? P.S. I noticed you’re on Shopify. That's a good fit; they are 3x investors in Gorgias. Best, Cindy W | Customer Experience @ Gorgias" Please explain how you "noticed" that we are "struggling"? Do you work here? We struggle with your spam mails. And I've been telling you in the past already to stop flooding our inbox with your spam. This should be reported and banned from Shopify, seriously. Honestly, these scam mails should make every business aware and make them not want to use this service at all. I just installed the app to leave this review.
Hello Norvine Team, Thank you for taking the time to share your feedback. We want to apologize for the inconvenience caused by the outreach you received. Communication like this should never feel disruptive, and we fully understand how frustrating repeated contact can be. We have informed the relevant team again and taken the necessary steps to ensure your company has been fully removed from all marketing and prospecting lists. You will not receive any further outreach from our side. Thank you again for bringing this to our attention and giving us the opportunity to address it properly.
Feb. 18, 2026
The app is extremely difficult to navigate with very poor user interface. It's also very difficult to find info online that actually shows you how to use the app efficiently. It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial. The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.
Hi there, Toigo Racing team. Thank you for sharing your experience; we’re sorry it felt frustrating. There were a few points raised here that appear to stem from misunderstandings around trial limitations and feature availability. We’re actively reviewing this with the team to ensure everything is clearly explained and properly investigated. One of our agents will be following up with you directly to clarify the trial functionality, review your setup questions, and make sure you have accurate information moving forward. We appreciate you taking the time to share feedback. It helps us improve both our onboarding clarity and communication.
Feb. 14, 2026
Hi The Mandir Store team, We’re sorry to see your rating and would genuinely like to understand what led to your experience. We weren’t able to locate any recent support conversations from your account, so if something didn’t work as expected, we’d really appreciate the opportunity to look into it and help. Whether it’s setup, billing, integrations, or general usability, our team is here to assist. If you’re open to it, please reach out to us directly at [email protected], and we’ll make sure someone reviews your account right away. We value all feedback and would love the chance to improve your experience.
Feb. 10, 2026
I have heard good things about Gorgias, but I am very unhappy with their customer service. I installed it in my store and was getting things set up on a 7 day free trial. Within hours of installation, it charged me a full $400 for the pro plan, completely negating the "free trial". When I pointed out the error, they quoted policies rather than resolving the issue, and didn't even bother to address me by my actual name. This is not an app I want to use for customer service when their own customer service doesn't come close to meeting our own standards of care. I'm very sorry I gave them a try at all.
Hi there, Book and Bear team. We’re very sorry to hear that your experience felt frustrating, especially during what should have been a simple trial setup. We recognize that the communication you received did not meet the standard we aim to uphold. We have issued your refund, and will be working internally to provide a better experience in the future. We appreciate you giving Gorgias a try and for sharing this feedback. It helps us improve both our billing transparency and the support experience.
Feb. 4, 2026
support is non existent. I have sent 4 support emails over the last three days and no respons. Just a friendly AI that is useless. Secondly the software lacks many basic features like the ability to create filtered views that make sense. Something as obvious as "show me emails with no reply" doesnt exist. We sell in currency NOK, but Gorgias still show USD with the NOK amount. Go with the larger companies like Zendesk, Hubspot etc.
Hello AgeLab.no Team, Thank you for taking the time to share your experience. We’re sorry to hear that your experience has felt frustrating and that our response times did not meet expectations. After reviewing your tickets, I can confirm that our team did respond to your recent inquiries. However, response times were impacted by a temporary surge in ticket volume, and we’re actively working to ensure faster turnaround moving forward. Regarding the features mentioned, some workflows, such as specific filtered views, aren’t currently available in the exact format described, but your feedback has been shared with our Product team. As for currency display, Gorgias reflects the currency configured in your Shopify store, as data is pulled directly from Shopify without conversion. Our team will also reach out to you again directly to ensure you receive any further assistance you may need. We remain committed to improving both our product and your overall support experience. Thank you again for your feedback.
Jan. 15, 2026
Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10. What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration. Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them. This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.
Thank you for the review, Showcased Cards team. We’re truly sorry to hear how frustrating your experience was and understand how disappointing it is when a product doesn’t meet expectations, especially after a significant time investment. All the issues you encountered were escalated internally and involved both our advanced support and engineering teams. While progress was made, we recognize that the experience did not feel timely or clear enough from your perspective. What we want to reassure you of is that our team will never misrepresent fixes or intentionally close issues without investigation. When changes are shared, they reflect the best information available at that time, and if an attempted resolution doesn’t fully address the behavior, we continue troubleshooting. Someone from our management team will be getting in touch with you directly to ensure we continue providing the best possible experience. Thank you once again for being candid and for your patience while we work on the issues you encountered.
Jan. 4, 2026
This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.
Hello team, Thank you for taking the time to share your experience. We understand how disruptive has been, and want to apologize for the frustration it caused to you. Please know that we take issues like this seriously. Our team has been actively investigating the behavior you reported, involving both our Level 2 Support and Engineering teams, and we’re actively flagging the necessary improvements based on your needs and feedback. While AI can be sensitive to configuration and data changes, it’s on us to ensure those issues are identified and addressed quickly and with the right level of support. We also recognize that the support experience did not meet your expectations at certain points, particularly around response times and continuity. That’s something we’re actively working to improve, and we appreciate you calling it out. We’re continuing the conversation with you directly to resolve the remaining items and make sure there’s a clear path forward. If you’re open to it, we’d like to regain your confidence and ensure the AI Agent delivers reliable, safe, and accurate outcomes for your business. Thank you again for the honest feedback and helping us improve.
Nov. 25, 2025
If i could give zero stars I would. Absolutely not "easy to set up" like I was sold on the initial sales phone call
Hi, Goldie Swimwear team. We’re sorry to hear that your experience didn’t meet expectations. Gorgias is designed to be self-onboarding-friendly, and while many customers are able to get set up quickly, we understand that this can still feel overwhelming depending on your needs and familiarity with the product. This is why our Support team is at everyone's disposal, to help you if you get stuck. We're sorry to see you did not get in touch with us and shared your struggles, as I am sure our agents would have been more than happy to help. We appreciate you sharing this feedback. We will make sure to continue improving our onboarding resources and make the platform feel less intimidating.
Nov. 13, 2025
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.
Using app
About 1 year
Total reviews
4
Average rating
3.3
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.
Nov. 11, 2025
We’ve been using Gorgias since 2017. It used to be an amazing tool -affordable, reliable, and backed by great people. Unfortunately, over the last couple of years, things changed. Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful during the transition. After eight years of loyalty, it’s disappointing to say this - but I can’t recommend Gorgias anymore.
Hello Team, Thank you for sharing your honest feedback. We truly appreciate the time you spent with Gorgias and are sorry to hear that your most recent experience did not reflect the value and support you once associated with us. We understand your concerns around pricing, perceived ROI, and the change from a dedicated CSM to our Product Specialist model. Our restructuring was designed to provide faster access to expertise and 24/7 support. At the same time, we recognize that proactive and strategic account engagement was important to you, and we regret that this shift may not have aligned with your expectations. While we are sorry to see you move to Re:amaze, we respect your decision and appreciate the transparency you have shown. To support a smooth transition, a senior member of our team will reach out to assist with your request. Thank you again for your long partnership with us. We wish you and your team continued success moving forward.
Sept. 30, 2025
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!
Sept. 26, 2025
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.
Sept. 18, 2025
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!
Aug. 26, 2025
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.
July 14, 2025
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!
June 4, 2025
Within 24 hours of installing this app for a trial, an unsolicited meeting request was sent to me and other random people in the organisation.