Gorgias: Helpdesk, Chat & FAQ
Gorgias | AI Customer support App for Shopify stores
Rating
4.3
feedback
594
chart
#570
All reviews
Review RSS Feed
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
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
3
Average rating
1.3
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.
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!
July 10, 2025
AVOID Been with gorgias with 3 stores, the onboarding help was pretty much none existant, now they dont even have support chat, My tickets have been piling up for days, still no one has reached out. If anyone from giorgias is reading this please help
Hi there team, thank you for taking the time to share your feedback. We truly appreciate it! Regarding onboarding, the type of support offered depends on your annual revenue tier, as outlined on our Pricing page. If you hover over the ⓘ icon next to tiers of support under the Support from the Gorgias team toggle, you'll see a breakdown of which onboarding package applies to which revenue bracket. As for chat support, while our chat may occasionally be unavailable during peak periods or lower coverage windows, our email support remains open 24/7 - and we’re always here to help as quickly as possible. I had a look, and it seems your latest ticket was already addressed by our team. That said, if there’s anything still unresolved or you need further help, please don’t hesitate to reply to the thread - we’re more than happy to assist further.
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.
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.