Reviews (629)
We have been using Gorgias for over a year, and our experience has been extremely frustrating.
If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience.
Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later.
We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up.
For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.
Hello there, Wholesale Supplies Plus team.
Thank you for taking the time to share such detailed and honest feedback.
We’re very sorry to hear that the experience using Gorgias has not met your expectations. To provide more context, 3rd-party ERP apps typically require custom HTTP integrations, which add complexity. That said, we are continuously working on improvements to enhance stability and overall performance. Our team is also continuing to work on your Yotpo integration request to ensure it is handled thoroughly and with the necessary attention.
We’re also sorry if any of our responses seemed to lack clarity or did not fully address your concerns. That is not the standard we aim for, and are doing an internal audit to prepare coaching for the team where necessary. As for your current escalation, we want to clarify that the ticket was not closed and our engineers are actively working on a solution. A follow-up with a detailed explanation was shared with you recently.
When it comes to AI Agent, it does require ongoing training, monitoring, and feedback to perform optimally, but we would be more than happy to provide guidance and best practices to help ensure reliable performance.
We remain committed to earning back your trust and improving your experience with Gorgias.
