GorgiasReviews of gorgias.com

Easy to use snd very easy to pick up!

Amazing product! Has really allowed us level up our customer support while scaling the brand.

Easy platform to use, but very limited in features and functionality. If you base your analytics on tags, then it is okay. They are pretty much a solution for small start up companies, but you will find out quickly that an upgrade will be needed. Customer Service is almost non-existent, had to wait nearly 4 weeks just to talk to someone about upgrades and features.

As a fairly new customer, we were promised many things that have not been properly communicated whether or not they can actually occur. The absolute worst customer experience, especially for a company who is suppose to be about support. No shows to meetings, no onboarding specialist, no response to multiple emails/tickets. Buyers remorse.

I downloaded Gorgias app on Shopify. I got a free trial (I believe it was 3 or 7 days). But after less than 48hours I decided to uninstall the app because the functionality and the pricing was not satisfactory to me. I have not conducted any business on the Gorgias app. I have not fulfilled any customer requests. I have not purchased any extra add-ons etc. I have simply tried out the app during my free trial. On January 14th I was charged 202.19USD by Shopify for app usage and transaction fees. Part of this was a 34.68$ charge by Gorgias which is completely unsubstantiated. There is no reason why I would be charged 35$ during a free trial that lasts less than 48hours. I was told by Shopify to get in touch with Gorgias. I did. The emails were long and wordy. The bottom line: Gorgias say they can not find my account and they can not talk to me about any charges because they don’t know who I am. They finally asked me for a confirmation email that they sent me. I know they did send me this email the day I signed up. However I no longer have this email because I regularly empty my trash can. They then said: "If you don't have any of the proof we suggested above, I'm afraid that the only way to proceed would be to reach out to us from an email address that is currently tied to the account." while at the same time proposing that none of my two email addresses are tied to their system, which is impossible because those are the only two email addresses I use to operate my business. They also sometimes call me Jakob in their emails to me, even though I repeatedly made it clear that my name is not Jakob. Further proof that the customer service ticket system they themselves created seems quite faulty. I request an immediate refund of the amount in question. I have reported Gorgias to the Better Business Bureau, I have filed a dispute with American Express, I have filed a small claims court suit against Gorgias and I have a representative on Shopify who literally said to me "I am on your side here, Ben. This does not seem right". Let's see if these actions can help them improve their impeccable customer service ticket system. And for anyone daring to respond with some cut/paste kindness response to my review - I will not read it and anyone else reading this review: Don't trust these empty promises. I have been fighting this fight for two weeks now and there is no way to get through to them. They literally closed the door in front of my nose.

They have been sending constant emails for 6 months asking us to sign up and slating our current system. Despite many emails back asking them to stop email, they continue. I hope your software works better than your marketing team. 😂 Their actual software we demo'd alongside others and it was not great. For cost savings reamaze was better, and for a better platform try richpanel. (Which is also much cheaper).

The platform is fairly simple and has many integrations, Im very curious how many tickets we will go through.

Really expensive, functionality is subpar and customer support is awful. I had a very simple billing request. Reached out to chat support, was told they'd contact billing. Then i was passed around by 4 different teams on email, until i finally arrived at someone that could even handle my request. By then they had forgotten all about my original question and just gave my some lazy reply regarding something else. I had to repeat the question again, just to get a reply basically saying "Sorry, can't help you". Would not recommend, are plenty of other alternatives that are much better.