Reviews (657)
The software is really quite buggy... 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.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.
Thank you for taking the time to share your honest feedback and for trusting Gorgias over the past couple of years.
We appreciate you highlighting the areas where you feel the platform has fallen short of expectations. We understand how important it is for customer support software to evolve continuously, provide reliable functionality, and deliver meaningful improvements that help merchants operate efficiently.
Regarding the documentation issues you mentioned, some articles temporarily returned 404 errors during a period when portions of our Help Center were being updated and reorganized. These pages were quickly replaced or redirected, but we appreciate you bringing this up and understand how frustrating that experience can be.
We are continuously investing in the platform, including our Shopify integration, AI capabilities, automation tools, and overall product experience. Feedback from merchants is actively collected, reviewed, and shared with our Product and Engineering teams, who prioritize improvements based on customer impact and broader platform needs.
A member of our leadership team will be reaching out directly to better understand your concerns and discuss any specific challenges you’ve encountered. We genuinely value your feedback as it helps us continue improving both the product and the experience we provide to our merchants.
