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8 figure founder here -- avoid this product like the plague.
The worst support and customer service you will ever receive.
The moment our contract ends, we'll be switching to Richpanel.
After paying for thousands for a "white glove" onboarding experience, our rep incorrectly turned the AI agent live, which began replying to all of our customers in off-brand, unhelpful messaging. Hundreds of messages, hundreds of customer experiences ruined. The rep took the blame, but Gorgias refused to refund us a single penny.
It's a crap product, and I hope this review saves at least one company from going with them. Good luck.
Thank you for taking the time to share your feedback, Highland team. We’re sorry to hear that your experience with Gorgias did not meet your expectations, particularly during onboarding.
We take concerns like yours seriously, and feedback about both our product and customer experience is shared directly with the appropriate internal teams to help drive improvements. While we’re disappointed to hear that we’ve lost your trust, we appreciate you bringing these concerns to our attention.
A member of our management team will also be reaching out to you privately to better understand what happened and discuss your experience in more detail.
Day 1 after using the app. The app worked fine for about 8 hours, and now I can't even send an email or pay for my subscription. I still have 6 more days of trial, but it won't even allow me to send a test email. Oh and BTW the support team doesn't have a live chat, they reply to your emails "within 48 hours"
Thank you for taking the time to share your feedback, Isavie.
We regret to hear that you experienced issues sending emails during your trial. After reviewing your case, we confirmed that this was related to a temporary incident that was quickly resolved. Our team informed you once the issue was fixed and shared additional information and updates to help clarify what had happened.
Regarding the payment concerns mentioned in your review, we were unable to find any reports of payment-related issues submitted to our Support team. We also confirmed that your subscription was set up using Shopify Billing, meaning subscription payments are processed directly through Shopify rather than by Gorgias. While we don’t have any record of payment issues being raised with us, we regret to hear that this was your experience and we’re sorry to see you leave.
Although we make every effort to respond as quickly as possible, we communicate a maximum response time of 48 hours so that each inquiry can be reviewed and addressed properly. Our team often replies well before that timeframe, but we believe it’s important to set accurate expectations for our customers.
If you’d be open to giving Gorgias another chance, we’d be more than happy to assist you further and ensure you have a much smoother experience. Our team would be glad to help you get up and running and address any questions or concerns along the way. Additionally, a member of our management team will be reaching out to you privately to discuss your experience in more detail and see how we can best assist.
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week. For such a critical issue, and for an app of this level, it should have been escalated and resolved the same day.
Thank you for taking the time to share your experience, Vilrita team.
I completely understand how impactful a store sync issue can be and why timely resolution is so important.
To provide more context, from the moment this issue was raised, our Support team began actively troubleshooting with you to identify the root cause. As the issue required deeper investigation, it was quickly escalated to our L2 Technical team. Since then, the ticket priority has been increased, and our Engineering team has been directly involved in analyzing the issue. They have also followed up with you on a separate thread to keep you informed on progress and next steps.
While we always aim to resolve issues as quickly as possible, cases like this can require detailed and methodical investigation across multiple systems to ensure a reliable and lasting solution. We regret the inconvenience this has caused and truly appreciate your patience as our teams continue working toward a resolution.
A member of our management team will also be reaching out to you directly to further support and ensure this remains a top priority until it is fully resolved. We remain fully committed to working alongside you and getting this addressed as quickly as possible.
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.
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.
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. 🙏🏼
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.
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
One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. How is this "Live" support? How can a customer support platform have horrible customer support? STAY AWAY FROM THESE CROOKS
Hello there,
Hope your weekend is going well.
I'm truly sorry to hear you've had such a bad experience with us! It was definitely never our intention to take a long time to get back to you - we've just been dealing with a huge ticket surge and we've had agents out due to sickness and vacation time, so our limited coverage impacted our reply time.
We apologize for this and I'd like to reassure you we're working on better coverage consistently.
As for Instagram ads, we don't charge per ad - you can see our Pricing models here https://www.gorgias.com/pricing - we charge per ticket, not per integration or per integration feature, so I'd love to get to the bottom of what might've happened here.
Could you please reach out to us at support@gorgias.com regarding this?
Of course, we're always happy to hear feedback from our clients, so thank you for leaving a review - I hope we have a chance to change your mind and provide better service on our end.
I wish you all the best in the meantime!
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.
