Gorgias

**** 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.

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).

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.

Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.

You can't "undo" when typing a whole email into their text box! When you decide, oh, I should save this and make it into a macro, so you select the whole email and mean to hit copy, but you hit paste instead, then the whole entire thing is GONE!!!! FOREVER!!!!!! THIS IS A BASIC EMAIL FUNCTION — UNDO!!!!

If you stay with Gorgias long enough, you’ll become an “appreciated loyal customer”. This means that they’ll put you on a legacy plan which no longer receives any new core features. This became apparent for us recently when they updated their Instagram integration to also allow replying to Instagram DMs (sounds like a core part of the Instagram integration right?). Turns out we can only access this core Instagram integration feature if we update our plan to either: a) a much shittier plan for the same price. or b) a slightly less shittier plan for 5 x the price.

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

Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.

We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service. When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live chat. Ironically, when you look for support from Gorgias on their "live chat", there is never anyone to be found. They've even swapped it over to some useless automated messaging that is the same level of useful as Amazon Seller Support. We've given Gorgias multiple chances because the platform itself has a lot of potential. But they don't seem to want to make the basic fixes that merchants want. If you're looking at Gorgias, here are some of the features that are missing. 1. You cannot put in vacation hours for the storefront, only by person only. So the live chat widget is active at all times, even if you are not. The only way around this is to modify your business hours every time there is a Holiday. Or, you deactivate the widget all together. The kicker? If a customer has your website cached, they will still see the Gorgias widget and be able to send you messages but on your end it will say "Gorgias has been deactivated, please reactivate to reply to this message". Very business friendly. 2. No variability between the Desktop and Mobile experience. Everyone knows mobile shopping is booming and the fact that this isn't even an option is simply outstanding in 2021. 3. Removing features from the plan you're paying for and putting it in a plan at 2.5x the price without telling you those changes are being made or any sort of grandfather period. Excellent way to keep your loyal customers on board. At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances. If this is how they treat a customer who has been with them for 2 years, I can't imagine the treatment new customers get. I decided to give Gorgias one more chance to see if they could deal with the most basic frustrations before posting this review and the below happened. I sent this review over to Gorgias through their live chat support at 10:37am on July 28th, 2021. At 1:22pm PST, I still had not received a response even though their support hours are listed from 9am - 7pm PST. Finally at 1:35pm PST, I received a response that they completely understood my frustrations and would pass it along to the management team who would arrange a call the next day. Aleksandra sent an e-mail at 8:08am PST on Thursday, July 29th to confirm that 2pm was a good time for her to chat today. I confirmed with her at 11:37am PST. It is now 2:06pm PST and I have yet to receive a confirmation from her or a phone call. Clearly Gorgias did not understand our frustrations and we are unfortunately forced to leave this review.

They don't listen to and don't care about customers. Its missing a MAJOR feature you have to have for ecommerce. Time tracking. Tons of people have been screaming for this for years and they just keep ignoring us. Want to know how efficient each customer support agent is? Can't do it. Want to know if you have a crazy customer that is taking up way too much time? Can't do it. Want to know the cost of customer support per brand? Can't do it. Time tracking is a simple easy feature they could they just don't care.