You are discriminating with someone with a disability Use to love Gorgias until the now. They suddenly removed the ability to book a Google meeting . I am someone who struggles with extreme dyslexia and needed the Google meets. If they do not bring that ability back we will have to look elsewhere . have a question about billing plans and flows and got a blow off email...not good!!!!!

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.

This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.

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

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.

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).

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!

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.

the most expensive app we have ever used, just use shopify chat, you can configure the exact same.

Looks terrible, cheap and chaotic, not as advertised at all. Cant login, no email with PW reset is sent, customers are waiting.

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

Impossible to get in touch with their support. Too much AI and automation sometimes doesn't work :)

Aplikacja co najwyżej średnia, a na polskim rynku mało użyteczna. Rezygnacja z subskrybcji oczywiście nieintuicyjna, a pomoc ze strony obsługi polega na tłumaczeniu, że zwrot pieniędzy jest niemożliwy. Nie polecam

App is very expensive.

I created a new account on Gorgias for our new brand. After a few days, I got in contact with Gorgias support to ask if we were still in trial period on Jan 17, 25. Darko from CS team confirmed we were in trial period. A few hours later, I saw that we were billed on the same day Jan 17, 2025 for a month period with a high value package. I couldn't even have a chance to downgrade the plan and remove the services we are not expect to use because I was told we were still in trial period. And now, they are refusing to refund due to their no refund policy. We are not using the account. I have reset the plan to free and will close it asap. Awful CS, wrong guidance and scam. We were billed for $540 for nothing we used and now required to pay it. Be cautious for unexpected/uninformed billings! By the way, I reached them to benefit from referral program before creating the account. They messaged me that they were going to provide referral benefits once I created the account. But no updates since then. Too fast in billing, too slow in others.

The service lacks a proper spam filter. I can’t block email addresses or mark emails as spam. Additionally, I’ve been getting charged twice for months, paying €160 monthly instead of the expected amount. Unfortunately, I can’t recommend it.

Our account was billed even though we already canceled it.

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.

stay away. nothing works - waste of time! support is horrible!