Gorgias: Helpdesk, Chat & FAQ
Gorgias | AI Customer support App for Shopify stores
Rating
4.2
feedback
720
chart
#948
All reviews
Rating Breakdown
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May 14, 2025
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.
May 12, 2025
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.
March 6, 2025
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! 🙏🏼
Jan. 11, 2025
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!
Jan. 3, 2025
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
Dec. 17, 2024
Avoid! Ongoing outages and if you use their API you lose all record of any email responses sent. Gorgias has advised that there is no way to recover these emails except for manually forwarding emails to yourself. Resending every email ever sent via gorgias individually to your own email so that you have a record in gsuite is not realistic. They of course recommend their API due to google deliverability issues which of course they can't substantiate.
Hi team Milkbar Breastpumps, We're sincerely sorry to hear about this. Our deliverability options are put in place to ensure all your emails reach your customers without any issues; it's not our intention to cause any inconvenience to you or prevent you from having these same emails directly within Gmail. We've emailed you privately to rectify this and turn your experience around.
Nov. 26, 2024
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.
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 support@gorgias.com 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 support@gorgias.com, 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! 🙏🏼