Gorgias , Počet recenzí: 692
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Can't remove this app from our site completely. The chat window keeps popping up, unable to find a solution on their site.
Hi Luxe Fabric Supply team!
We sincerely apologize that our service was not satisfactory for you. We aim to provide the most excellent customer service and carry our business to high standards. ⭐️
Your feedback is truly appreciated and helps us improve our Knowledge Base. We've reached out to you privately with detailed guidelines on uninstalling the chat widget from your store!
Thank you for your time.
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. 🙏🏼
Great app, Terrible support for bugs and issues.
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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.
We don't recommend this company to anyone.
(1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours.
(2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now.
(3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it.
(4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.
Hello, Dear Team.
We sincerely appreciate you taking the time to leave your review, and we are genuinely sorry to learn that you have got this impression. Your satisfaction is our number one priority, and this surely is not what we would like to hold ourselves to when it comes to the quality of our overall service.
In regard to the response time, we always strive to resolve any issues as soon as they are raised. Nevertheless, due to a number of reasons, whether related to ourselves or the third parties we need to cooperate with at that point, an immediate resolution sometimes may not be possible. You are always welcome to inquire about the reason, and we will always be transparent about it.
Our Pricing Scheme, also applicable to other companies working in this or any other fields, is not permanent, and is prone to modifications over time, due to market orientation and newly imposed requirements. We do, however, keep everything perfectly transparent, and we will always be more than happy to discuss any point of our Terms of Service, with complete honesty, and in full detail.
Due to a higher demand for various types of integrations suggested and requested over time via our Product Roadmap, our Development Team has been tirelessly working on bringing them to life, so that our clients can use them and handle their daily workload in the most efficient way. As for the relationship we have with any of our Partner Companies, including our Integrations Partners, please rest assured that there is nothing that should be considered untrustworthy.
This review will not go unnoticed, and we will forward it to the relevant Team. Any kind of feedback, even if it brings us just one star, immensely helps us in becoming better. Once again, we want to thank you for reaching out to us and sharing your experience.
In response to Gorgias' response- DO NOT USE THIS APP IN THE NEAR FUTURE. Since my original review we now have had several people reply to our emails and customer support requests, but all they've done so far is confirm that the system isn't working in the ways we're saying that it's not working. The phone system kicks agents off calls when new calls come in, the email import timed out after days of trying to import emails, then wiped our account clean when the import failed, when emails are uploaded we're getting duplicate emails in multiple boxes so agents are doing double work and stepping on each other's toes, our user accounts were all deleted over the weekend and nobody knows why, you can't leave an after hours message, etc... like I said before it's a great idea but a HORRIBLE execution. At this point we're trying to get our money back for the time we paid for the service that's worse than unusable- it's making our agent's jobs harder and wasting our tech team's time. Hopefully with the $30MM they just raised they can actually build the service that they're selling. And Connor used a free gift for listening to the pitch offer to get my attention then never sent the gift and hasn't replied to any of my emails after the account sign up was completed. He got his sale and was done with us. ******* Original Review: It's a great idea and they sell it well but it doesn't work and nobody calls you back. Starting with the salesperson, Connor who makes promises that the company doesn't keep, to the implementation team that disappears before the integrations are working, to the system itself that isn't ready for use (no hold function on the phones and when a call comes in and an agent is on the phone it kicks the agent off the current call and gives them the new call) gorgias is a huge disappointment. I never write bad reviews, btw but all of our emails to anyone in the company are go unanswered and the executive team isn't reachable on linkedin or any other way. Hopefully this review will get someone's attention at gorgias and they can fix this situation.
Hello team,
Thank you so much for leaving a review, but I'm so sorry to hear you've had such a bad experience with Gorgias!
Regarding the phone issue, we sent you a reply on Saturday, please take a look and we'll be more than happy to continue troubleshooting this for you as it's definitely not expected behaviour. And not to worry - our tech teams will be involved right away if the issue isn't easy to solve on the agents' side.
As for promises Connor made that we didn't keep, could you please share some more about what was promised and wasn't delivered? I'll be more than happy to loop Connor in as well and we can all jump on a call, if needed. Just let us know!
To address the putting agents on hold feature, it's currently on our Roadmap here https://portal.productboard.com/gorgias/1-gorgias-product-roadmap/c/221-put-customer-on-hold-during-call, set to be released in late 2023. You can vote for the idea right there - the more votes, the higher the priority.
And finally, to address the unanswered emails, while we did have a huge surge of tickets and some agents out of office which resulted in a backlog - for which we truly apologize - we managed to reply to everyone during the weekend, so please take a look at our latest reply and we can continue our troubleshooting. We want Gorgias to be the perfect solution for your business and we'd be more than happy to help!
Thank you once again for your patience and your review - every piece of feedback helps us learn and get better.
All the best in the meantime!
I regret ever migrating from Re:Amaze. I cant comment on the software iteself because I cant get past the horrific customer support. Getting any help from Gorgias is like pulling teeth. They have zero regard for their customers time. STAY AWAY FROM GORGIAS IF YOU ARE GOING TO NEED ANY SUPPORT. And their support documentation is junk.
they say on the highest plan they will have someone dedicated to your account and that's a bologna , getting someone to get us up and running and help us design the campaigns is a task, we are still waiting for that dedicated rep who was supposed to help us 2 months ago. Software is good but promises are a joke.
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.
This app smells scammy all over the place. Used it for a while, but it got to complex. Then trying to get out, is not easy. No delete account button, and you need to chat with them. And how is that going? Not good at all, since they are stalling,... stalling.... stalling....
Hey there team,
Hope you're doing well, thank you for the feedback!
I'm so sorry to hear you found Gorgias too complex, we have a bunch of resources to help you get used to Gorgias and office calls available to go over certain functions to help with the more complex parts, I'm sorry if they weren't prominent or helpful enough - we're happy to learn.
As for cancelling your account, all you need to do is write to us and fill out the cancellation form and that's it - our Billing team will get back to you within 24 hours with the cancellation confirmation.
I see you wrote in on Saturday afternoon when we have extremely limited support, which is why the cancellation took a little longer, but I see it was processed on Sunday morning, 18 hours later - we hope to see you back at Gorgias again one day!
Thank you for your feedback once again, we're always working on getting back to you faster and improving our processes, so it's good to have in mind that the cancellation procedure could be faster.
All the best for you and your team going forward!
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. 🙏