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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.
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!
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.
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 billing@gorgias.com.
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!
If i could give zero stars I would. Absolutely not "easy to set up" like I was sold on the initial sales phone call
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.
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.
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!
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 billing@gorgias.com. 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.
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.