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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.
There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers).
Where other platforms are making leaps and strides, Gorgias stays still, and never gets better.
When you make requests for improvements, they never listen, even for ones that would clearly make their product better.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others.
They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs
Thank you for taking the time to share your candid feedback. We appreciate you outlining the areas where you believe Gorgias can improve.
We understand your concerns regarding feature development, product enhancements, Shopify functionality, and the overall pace of innovation. Customer feedback plays a significant role in shaping our roadmap, and while not every request can be implemented immediately, suggestions from merchants are regularly reviewed and considered by our Product and Engineering teams as they prioritize future development.
Regarding the documentation issues you referenced, some Help Center articles temporarily returned 404 errors while content was being updated and migrated. These pages were quickly replaced or redirected, but we appreciate the feedback and recognize the impact this can have on the support experience.
We are actively investing in new features, platform improvements, AI capabilities, and overall usability, and we remain committed to delivering meaningful enhancements that help merchants and support teams succeed.
A member of our leadership team will reach out to you directly to discuss your experience in more detail and work through any concerns you may have. We appreciate your feedback and the opportunity to continue improving.
I have been using Gorgias for about 7 years and the last few years the customer service has been terrible.
For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work.
Shame on Gorgias.
Thank you for taking the time to share your feedback and for being with Gorgias for the past 7 years. We truly appreciate your continued trust and the opportunity to support your business over the years.
We completely understand how important timely assistance is when issues affect your workflow, and our team always strives to respond to every request as quickly as possible.
After reviewing your recent case, we can confirm that our team followed up and continued assisting throughout the troubleshooting process. We’re glad the issue was ultimately resolved after the recommended steps helped identify a local browser-related issue on your end, and we appreciate your confirmation that everything is now working properly again.
A member of our management team will also reach out directly to ensure everything continues to work properly and to assist further should anything else be needed. We also value your feedback as it helps us continue improving the overall support experience for our merchants.
Our team remains available at any time moving forward.
contact form does not in fact support multilingual. both ai-agent and human support are dumb and waste your time
Thank you for taking the time to share your feedback.
While our Contact Form doesn’t natively support multilingual functionality, there are workarounds that can often accommodate multilingual use cases. We’d welcome the opportunity to better understand your requirements and explore the best approach with you.
We regret that this was your impression of our support, as our team is committed to providing thoughtful and effective assistance to every merchant. We genuinely value customer feedback, and 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.
This platform went from an industry leader to an ad laden hacked up pile of AI slop. They'll say they care about your feedback, and ignore it. I have ads in 3 places to pay extra for an AI agent that hallucinates more than I did in college, force a complete relearn of a UI into an obviously AI generated UI that is missing loads of subtle details from previous versions that just so happened to be essential to our usage of the platform.
It's good that we live in an era where I can just AI generate a whole new platform to suit my needs over the course of a weekend. It's ironic really.
Thank you for taking the time to share your feedback. We truly value hearing from our merchants, and we share your comments directly with our Product team.
We understand that changes to the user interface can impact established workflows. As Gorgias continues to evolve, updates to the platform are necessary to deliver improvements, new capabilities, and an overall better experience. While we strive to make these transitions as smooth as possible, we recognize that not every change will meet everyone’s expectations.
Our Product team carefully reviews customer feedback and prioritizes enhancements based on customer impact and broader platform needs. We remain committed to continuously improving Gorgias, and feedback like yours plays an important role in shaping that process.
A member of our management team will also be reaching out to you privately to better understand your experience and discuss your feedback in more detail.
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.
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
Thank you for taking the time to share your feedback, Mr Beer.
We’d like to clarify that you were not handed off to a third-party consultant. You were connected with a Gorgias CX Expert who joined a call with you to better understand the challenges you encountered during setup. Based on the subscription plan you selected, onboarding is provided through a self-serve experience with step-by-step instructions and comprehensive documentation, along with support from our team whenever needed. While this process does require some initial time and effort, it is an important investment to ensure everything is set up to run smoothly and effectively.
You were also informed that our Support team is available 24/7 via email to assist with any questions or issues, though we did not receive further outreach regarding these topics.
We understand you ultimately chose to cancel your account and part ways with Gorgias, and we fully respect that decision.
We genuinely regret seeing you leave and value the opportunity we had to work together. Should you reconsider in the future, our team remains available to support you in getting set up for success.
VERY DISSAPOINTING EXPERIANCE FROM WHAT LOOKS LIKE A GREAT COMPANY TO WORK WITH.
READ MY EXPERIANCE
We had a very disappointing experience with Gorgias.
During the initial sales process, we were told that the platform is complex and evolving, and that it’s completely normal not to know exactly what we’d need upfront. Based on that, we answered our sales people's questions to the best of our ability and were reassured multiple times that we could adjust our plan later once we saw how everything actually worked in real use. Because AI is new to everyone and so we thought we would try it to.
However, the contract they put together did not accurately reflect those conversations we had.
After getting set up and realizing our needs were different than what was scoped based on questions 6 months into using it, we reached out to make adjustments—just like we were told we could with their salespeople. They quoted us a huge plan, very expensive that we needed this based on our volume of tickets. We were no where near these numbers and AI tickets and they warned us of overages and the expensive overage charges.
Then I get an email 4/10/26 that is from Gorgias stating May 10th if you upgrade your plan mid billing cycle you'll pay a one time prorated charge for the upgrade. Well wouldn't this have been nice to know when they quoted me this huge plan and we would have planned accordingly.
A lot of things represented to sell me this expensive software changed and was not in the contract that they said was all in there. Along with slow support response times, and when we did get responses, they were not helpful or solution-oriented. Most importantly, they refused to adjust our plan, despite clearly telling us during the sales process that flexibility would be available.
It feels like what was promised during the sales call was not honored once we became a customer.
If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there. Do not rely on verbal assurances as in my case. In our experience, what is said during the sales process does not necessarily match how they operate afterward.
Thank you for taking the time to share your experience. We’re sorry to hear it didn’t meet your expectations.
We understand how important it is for the sales process, contract terms, and ongoing experience to feel aligned, especially when adopting a platform that evolves with your needs. Your feedback on plan flexibility, pricing clarity, and communication is noted, and we can see how these points would impact your overall experience. Our goal is always to provide clear guidance upfront while remaining a collaborative partner as your business grows and requirements shift.
Regarding plan adjustments and billing, we recognize that timing and transparency are key, and your comments highlight areas where we can continue improving how we communicate these changes. We also take your feedback on support responsiveness and quality seriously, as delivering timely and actionable assistance is a core priority for our team.
A member of the Gorgias team will be reaching out to you directly to better understand your situation and work with you toward a more suitable path forward. We appreciate you raising this and giving us the opportunity to address it.
Very poor after sales support.
Thank you for the feedback, and we're sorry your Support experience fell short. We've reviewed your case history, and our Leadership team is following up with you directly by email to make sure everything is resolved. We'd appreciate the chance to make this right.
The new upgrade is terrible. I can't delete a ticket.
Thank you for taking the time to share your feedback.
We understand how disruptive it can be when workflows feel impacted after a platform update. While the delete option is still available within the ticket view, I can also see that our Support team has already followed up with you directly and even impersonated your account to investigate further, though they were unable to replicate the behavior you described. At this stage, it may be due to a local or browser-specific issue, and our team remains available to assist as needed.
We’re continuously working to improve the platform and make it more powerful and flexible over time, which is what led to the rollout of the new UI. That said, we know transitions like this aren’t always seamless, and feedback like yours is incredibly important in helping us refine the experience.
Thank you again for sharing your feedback. A member of our management team will also personally reach out to you to ensure this is properly followed up on.
