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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.
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.
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!
Frustrated. It looks good but it's grabbing the wrong Facebook page for some reason. One I haven't used in years. No other app has even tried to do that before when making a Facebook connection.
******
Update from initial review above.
Downgraded from 4 stars to 1 star.
This app is an unmitigated disaster. It pulled a facebook page that no other app ever has.
It disconnected the gmail integration all on its own. They admitted they were having problems. Then I reconnected my gmail. Look what then happened.
I use my gmail for customer support as a small merchant. It has imported 4000+ of my ordinary gmails (like private emails from friends and family) into the app, has labeled them all as customer support tickets, and has frozen the app and refuses to let me use it further until I put in a credit card and pay them $200.40. Seriously. And I started less than 48 hours ago!
Look at this, copy and pasted from my billing area:
Billing
Gorgias' pricing is based on the number of tickets you respond to every month. We only count tickets that contain at least one message from an agent in your team.
The first 300 tickets per month are on us. Then we charge $50/1000 tickets, and the cost per ticket goes down as the number of ticket increases.
Learn more on our pricing page.
Current usage03/08 - 04/08
4308
tickets
$200.4
cost
If you have any questions or if you want to unsubscribe, please contact us at support@gorgias.io.
Payment method
ACTIVATE BILLING WITH SHOPIFY
Payments history
No payments
In short, if this isn't an outright scam, it's one of my worst experiences ever in the 1000+ Shopify apps I've installed and the hundreds I've reviewed.
By the way, the whole pricing scheme is ridiculously expensive. You can get substantial Zendesk services for as little as a flat 2 dollars per month.
Is this a bad joke?
*******
The app created an infinite loop with my gmail account and has dumped about 10,000 emails into my gmail. I wish this was not true. I've uninstalled the app in the Shopify admin but they are still pile driving my gmail account into the ground.
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. 🙏
Software only works when an order comes in through the 'online store.' It does NOT integrate with external sales channels. DO NOT ADD THIS APP IF YOU SELL ON AMAZON, WALMART, EBAY, or ANY other external sales channel. It will not work.
I tried this in 2021, and my original review is beneath. I was recommended to Gorgias as a solution by Loopreturns, and I explained that I could not get it to work. They said it had changed a lot, so I signed up for the expensive ($380/month) subscription because our store has grown so much. I have to tell you that the app is even worse than it was before - they have added a new online course - but the images are wrong - and they apologize but they did not change it! I have been on trying to fix this for about three hours now - and talking with a support agent (Sharmaine) who is even more useless. I asked her how to change the logo size, and she asked me to write to the engineers to ask how to add that future in later releases! I will be long gone.
The logo is microscopic, and you cannot change the size. Sharmaine said to increase the bit size of the file - up to 500k - how does that make sense? It doesn't matter how big the file is (I made it 380k) the file is microscopic.
I am going back to the referrer, "Loop Returns" and telling them about my experience, as this reflects poorly on the referring developer.
It does not work on Firefox. Secondly, when you try to access the app through the shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. Mostly, it does not work on Firefox, and this was verified by the support agent.
Poorly designed app and is not functioning.
Switching back to zendesk. The sales team did not honor their commitment. We were paying around 700 a month and came to an agreement but the team backed off. If they cannot commit to a sales agreement, I wouldn't expect them to commit to being easy to work with.
Byer beware, the $60 subscription requires that you agree to a $10,000 not to exceed monthly limit. Your giving them permission to bill your credit card up to 10k per month uncontested instead of pausing your subscription in the event of a hack.
If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk