GorgiasReviews of gorgias.com

This company is greedy, will make billing mistakes, and will walk away with your money. If you're a small business, be very careful. We were recently billed $12K on a yearly plan that we had asked them to downgrade to monthly. After having made this suggestion, we later learned that our account hadn't been downgraded and we were charged for the entire year. After reaching out to support, they said they were unable to provide a prorated refund for the year, and I showed them multiple examples of how we had been unfairly charged. I'm starting a few new brands, and will not be using Gorgias unless they resolve this issue amicably. Beyond this, the platform itself struggles greatly with simple functionality, and a lot of features are consistently broken. Their SMS platform and Meta integrations are horrible and will not work.

These guys will steal your money, they are a scam !! ive switched from zendesk and that was the worse decision ever, zendesk are a thousand time better. horrible service and mediocre customer service that takes weeeks to get back to you

RUN, WALK AWAY, CRAAWL.... BUT DONT USE THIS APP, THE WORST EVER, THEY JUST KEEP BILLING YOU EVEN THO UR ACCESS TO UR ACCOUNT IS SUSPENDED. THE CUSTOMER SERVICE IS HORRIBLE, BEEN WEEKS NOW WAITING FOR THEIR REPLY. ZENDESK IS 10000 TIMES BETTER.

The GREEDIEST company out there! avoid at all costs! I contacted Gorgias to ask them for some help, a former member of our team was meant to cancel the highly expensive 5k plus package we are on as it is not needed and we are too small to find benefit in the software. It appears a mistake was made because the cancelation did not go through. I asked if they'd be kind enough cancel the contract or at least the remaining months as it was our mistake and instead of helping a customer who has spent over 10k they hid behind their terms and conditions and refused to help. We are a small business and a small error has proved really costly! we really expected better support. Do yourself a favour and pick another business that puts their customers first.

Gorgias was always a little more expensive than other tools, but as time passed, they've started to break their product apart and re-introduce previous features as "new launches" and then charge a premium. Any doubts or questions concerning this will be met with argumentative and anti-consumer behavior. It seems they're aware of their declining reputation considering they're now offering $ for leaving 5-star reviews on Trustpilot (per an email their team sent out on 03/06/2024). Proceed with EXTREME caution. EDIT: Regarding Gorgias's reply to this review. Please see the exact email copy that Gorgias sent in the previously mentioned email. "Embrace your love for Gorgias by sharing your thoughts! Leave a 5-star review, and be among the first 50 individuals to receive an exclusive $20 gift card as our token of appreciation. Your feedback matters, and we can't wait to hear from you." It's apparent that they're trying to specifically incentivize 5-star reviews. Do not trust the flurry of review posts from 03/06/24.

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).