GorgiasReviews of gorgias.com

We’ve been a long-time Gorgias customer, and recently I reached out to our account manager to discuss pricing after learning that comparable help desk/CRM platforms are available at a significantly lower cost with similar functionality. To be clear, I wasn’t asking Gorgias to fully price match. Migrating platforms is a major operational lift, and my preference was to stay with Gorgias if there was a reasonable path forward on pricing. Unfortunately, that conversation left me more inclined to leave the platform than stay. While I understand that pricing flexibility may be limited, the experience itself was disappointing. After discussing cost concerns, I was presented with a more expensive annual plan that included features I neither requested nor needed. I replied on April 22 expressing frustration that the conversation felt more like an upsell than an attempt to retain an existing customer, and I never received a response to that feedback. Separately, we continue to experience ongoing technical frustrations with the platform. Gorgias support is generally responsive, but many issues are routinely attributed to cache or browser problems, with the recommended solution often being to clear cache or switch browsers. While this sometimes resolves the issue, it creates recurring operational friction for our team. One example: we removed an AI order cancellation action from a guide, but the AI continued behaving as though the action still existed for roughly 12 hours afterward. That kind of delay creates real concerns when automations impact customer orders. Another frustrating experience is that when attempting to contact support through chat, we were often routed through rigid click-through flows that made it difficult to reach an actual conversation quickly. Overall, Gorgias does have strong functionality and capabilities, but at its current price point, the combination of support experience, platform instability, browser/cache dependency, and lack of flexibility has made it increasingly difficult for us to justify the premium cost.

We have received so much spam from them. I have blocked 5 separate domains: gorgias.io, gorgiasai.io, gorgiasautomate.support, gorgiasaicxhelp.com, usegorgias-tech.com. Interestingly, they haven't emails from gorgias.com, likely to preserve SEO rankings. There is no means to get off their mailing list. If this is the way they treat supporting customers then they don't know what customer support is. EDIT: Since I posted this yesterday, I've blocked gorgiasagent.net, usegorgiasautomate.co and gorgiasconnect.org

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.

They keep sending spam mails. Zendesk and Microsoft categorize them as spam. This Cindy W contacted us on 4 channels today with: "Hello, I noticed that your team may be facing challenges with Zendesk. Many brands struggle with integration limitations and overwhelming ticket volumes, especially during busy seasons. Gorgias can centralize your support. This improves productivity and reduces backlog without seasonal staff. Our AI Agent automates up to 60% of tickets. This allows your team to focus on high-value inquiries. Who is the most relevant person to chat about improving support at Norvine? P.S. I noticed you’re on Shopify. That's a good fit; they are 3x investors in Gorgias. Best, Cindy W | Customer Experience @ Gorgias" Please explain how you "noticed" that we are "struggling"? Do you work here? We struggle with your spam mails. And I've been telling you in the past already to stop flooding our inbox with your spam. This should be reported and banned from Shopify, seriously. Honestly, these scam mails should make every business aware and make them not want to use this service at all.

Logged an issue Thursday via email and ticket, no response, to call, even had the cheek to send me a follow up to leave review!

nonexistent support. Very limited features in the support software. The ux is not very well organised and basic things like internal chat between collegues is missing. you cant even make a note on customer if needed. The view filtering is useless. Close.com, Zendesk and hubspot is much better than this. Software seems very very simple and made by people who are not in support themselve or sales.

They shut down our helpdesk subscription despite repeated attempts to reach them. They’ll chase you to sign up, then vanish the moment you need actual help. The damage this is causing to my business is unreal.

Spammed me again today. Sort yourselves out Gorgias and provide opt-out options from emails that people never signed up for in the first place. As promised, every time you email me, you will get another negative review.