Reviews (607)
Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10.
What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration.
Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them.
This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.
Thank you for the review, Showcased Cards team.
We’re truly sorry to hear how frustrating your experience was and understand how disappointing it is when a product doesn’t meet expectations, especially after a significant time investment.
All the issues you encountered were escalated internally and involved both our advanced support and engineering teams. While progress was made, we recognize that the experience did not feel timely or clear enough from your perspective.
What we want to reassure you of is that our team will never misrepresent fixes or intentionally close issues without investigation. When changes are shared, they reflect the best information available at that time, and if an attempted resolution doesn’t fully address the behavior, we continue troubleshooting.
Someone from our management team will be getting in touch with you directly to ensure we continue providing the best possible experience. Thank you once again for being candid and for your patience while we work on the issues you encountered.