I have been using Gorgias for about 7 years and the last few years the customer service has been terrible. For the past few months I am having an issue and the AI bot just says we opened a ticket an... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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 cus... See more
Gorgias is a nightmare. Their pricing is way too high for what they offer, and their sales tactics are beyond aggressive. We told them multiple times we’re not interested, yet they won’t stop calling... See more
Company replied
I don't know how there are 1 star reviews for Gorgias, they must be from their competitors. Gorgias is the only serious solution to replace vast customer service departments. It connects to every... See more
Company replied
Company details
Written by the company
The Best Customer Service and Live Chat Help desk For Shopify, Magento and BigCommerce Gorgias is a help desk (help center or customer support) for eCommerce stores that allows your customer service team to manage all of your support, customer service in one place. Top Shopify stores use Gorgias to reduce ticket first response time and increase the efficiency of their customer support teams. Using Gorgias gives your customer support team a true all-in-one help desk experience across email, live chat, phone, Facebook, Instagram, contact us page in one unified view to streamline your support tickets, saving you time and money. As opposed to solutions like Zendesk or Freshdesk, Gorgias has an extremely powerful integration with Shopify and Shopify Plus, so that you can see order details for a customer, and refund, cancel, duplicate orders without leaving the help desk app. Connect the most popular apps to allow you to cancel recurring subscriptions, modify loyalty points, and more functionality, without leaving your help desk! Use templates, automation, rules, and macros to cut support time. Your support team will be more productive and your customers will love you for it. (1) Provide Customer Service On Every CRM Channel - Manage conversations from email, live chat, phone, and social in one helpdesk - See the full customer live chat and message history across different channels in one view - Support for multiple stores (2) Cut Customer Support Time In Half - See customer support details and orders right next to the ticket - Use Macros (variables like order status, shipping date, etc.) to pre-fill answers - Respond in one click using pre-made templates - Respond instantly with live chat (3) Eliminate Ticket Backlog - Set up automated responses & bot to common tickets like “where’s my order?” - Create rules to manage your inbox, like tagging a ticket as urgent if it has the word ‘refund’ (4) Increase Conversions And Revenue - Live Chat with customers currently on your store - See which pages they're on and their purchase history - Trigger Live chats and contact form on important pages, like the checkout, and soon use Apple Pay (5) Do More Than Reply - Integrate other apps to your customer service app: loyalty, payment, shipping, ping & apple pay (soon) - Perform actions like awarding loyalty points without leaving the chat - Cancel, refund, or duplicate orders with a click from inside Gorgias Integrates with ReCharge, Shipstation, Messenger, Aircall, LoyaltyLion, +40more
Contact info
34 Harriet St, 94103, San Fransisco, United States
- support@gorgias.io
- www.gorgias.com
2.5
Poor
146 reviews
Replied to 20% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This company is greedy and will take your money
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.
June 5, 2024
Unprompted review
Reply from Gorgias
Hello, Sam.
Thank you for taking the time to share your experience with us.
We understand your concerns regarding the billing issue. Our Billing Team reviewed your account and provided guidance based on our policy, which currently does not allow for prorated refunds and downgrade for annual plans. We sincerely regret to learn that this policy has caused you inconvenience.
We are aware of the technical challenges you've been facing with our SMS platform and the Meta integration. Please rest assured that our dedicated team is actively working on resolving these problems to enhance the functionality and reliability of these features, updating you regularly about the progress. Your feedback is invaluable, and we are committed to making the necessary improvements to better serve your needs.
While we understand your decision to consider other options, we hope to have the opportunity to regain your trust. Our team is available to assist you further and ensure your experience with our platform meets your expectations.
If there is anything else we can do to address your concerns or if you would like to discuss this matter further, please do not hesitate to contact us directly.
Thank you for your understanding, patience, and cooperation in this matter.
Even though the answer was on the…
Even though the answer was on the help/faq page, they still took the time to respond. Thank you!
May 24, 2024
Unprompted review
Reply from Gorgias
Thank you so much for your feedback and for appreciating our customer service, Dianne!
We're delighted to hear that you found our response helpful. We always strive to provide the best support possible, and your acknowledgment means a lot to us.
We hope to continue exceeding your expectations and earn that fifth 🌟 from you one day! If there’s anything specific we can do to improve, please let us know. Your suggestions are invaluable to us.
Thanks again for your review! 🙏
Reply from Gorgias
Thank you for recognizing our efforts, Jared!
We always aim to respond quickly and provide the best assistance possible.
We're here for you whenever you need us. 🙏
Gorgias has helped me streamline my…
Gorgias has helped me streamline my selling channels and customer inquiries into one central hub. Their functionality and platform are superior to any other help desk software.
Their team has always been responsive to my inquiries and provides me with prompt attention and information.
GREAT CS platform!
May 28, 2024
Unprompted review
Reply from Gorgias
Hey, Kim!
We're beyond excited to hear that Gorgias has significantly streamlined your selling channels and customer inquiries. It's also fantastic to know that our features and platform exceed your expectations.
We pride ourselves on our responsiveness and are glad that our team's prompt attention and information have met your needs. ✨
Your feedback is incredibly encouraging! 🤗
Daniela was very quick to get back to…
Daniela was very quick to get back to me and answer my questions so simply which helped immediately - thank you!
May 28, 2024
Unprompted review
Reply from Gorgias
Dear Alice,
It's simply wonderful to hear that Daniela was able to assist you quickly and effectively! We’re delighted that her prompt and simple responses were helpful to you.
Your feedback is greatly appreciated and we'll make sure to share this with Daniela and the rest of the Team! 🙏
Synchronization with Shopify
Thanks to Daniela, the Shopify customer information and latest orders reappeared in the sidebar in just a few minutes. Excellent service! ⭐️⭐️⭐️⭐️⭐️
May 23, 2024
Unprompted review
Reply from Gorgias
Dear Edith,
We couldn't express how grateful we are for your wonderful review, and for highlighting Daniela's excellent service! 🌟
Your satisfaction is incredibly important to us, and it's fantastic to know that you had such a positive experience. We'll be sure to pass along your kind words to Daniela and the rest of the team.
If you have any other questions or need further assistance, please don't hesitate to reach out. We're always here to help!
Thanks a bunch for your support and the 5-star rating! ⭐️⭐️⭐️⭐️⭐️
Everything is excellent
May 10, 2024
Unprompted review
Reply from Gorgias
Dear Carlos,
That's fantastic! It's refreshing to hear such positivity.
Gorgias Team will always have your back. 🙏
customer service are great
customer service are great, and easy to reach out
May 14, 2024
Unprompted review
Reply from Gorgias
It's a true honor to read your review, Jean!
Making support easily accessible is a top priority for us, and that'll never change.
Thanks again for these ✨ 5 stars!
Great product and team
Great product, loving it so far. We accidentally signed up for the higher tier product and refunding the difference was not too much of a hassle for their finance team to refund. Great experience so far
May 13, 2024
Unprompted review
Reply from Gorgias
Hi, Dean!
All we need to hear is that you are truly satisfied with our platform. 🙏 We all know that mistakes can happen, and we're truly glad our finance team could quickly and efficiently process the refund for you.
We truly appreciate you taking the time to share your positive experience with us. Here's to many years in front of us. 🌟
Really quick response from the team!
May 10, 2024
Unprompted review
Reply from Gorgias
Dear Cindy,
Thank you so much for your kind words! We strive to make customer service easily accessible and provide excellent support.
If you ever need anything else, don't hesitate to reach out. We're always one message away! 🙏
Love Gorgias <3
I've used Gorgias at multiple companies at this point and only have positive things to say! The set-up is so easy and the service team is wonderful!
May 8, 2024
Unprompted review
Reply from Gorgias
This is music to our ears, Jessica! 🤗
It's simply lovely to hear that you have had such a positive experience with Gorgias across multiple companies. Making setup easy and providing top-notch service are always our priorities.
Thanks a bunch for sharing your story with everyone! 🙏
Top Service
Friendly, responsive, efficient and quick service. Initially had an issue and was resolved within 15-20 minutes of it being reported.
A Big shout to Marija as well for their prompt service.
May 8, 2024
Unprompted review
Reply from Gorgias
Thank you so much for taking the time to share your story with us, Connor!
Delivering prompt solutions to our users' concerns is always a top priority for us, and we're beyond thrilled to hear that we were able to resolve your issue within such a short timeframe.
We'll be sure to pass along your kind words to Marija , who's a real 🌟. Feedback like yours serves as a great motivator for us to continue providing the high level of service.
If you ever have any further questions or need assistance in the future, please don't hesitate to reach out. We're here to help whenever you need us.
Gorgias has everything we need to be an…
Gorgias has everything we need to be an effective and efficient cx team! It helps us move faster and create an experience that compliments our brand as it integrates with the majority of our tech stack seamlessly. Their push towards innovation and listening to merchant feedback is also a huge reason we continue to stay
April 10, 2024
Unprompted review
Reply from Gorgias
Dear Jemma,
Thank you for your wonderful review! We couldn't be happier to learn that Gorgias has been instrumental in empowering your customer experience team to operate effectively and efficiently. It's fantastic to know that our platform seamlessly integrates with your tech stack, allowing you to move faster and deliver a brand-aligned experience to your customers. 🙏
Your continued support means the world to us, and we're grateful to be a part of your journey. Please don't hesitate to reach out if you ever need further assistance or have any suggestions for how we can further improve! 🌟
These guys will steal your money
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
April 29, 2024
Unprompted review
Reply from Gorgias
Hi Mohamed! We are disheartened to learn about your negative experience with our platform. Our management team has promptly addressed your concerns, and we're committed to ensuring a better experience for all our users. Your feedback is invaluable to us as we continuously strive to improve our services. 🙏🏼
RUN AWAY
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.
April 29, 2024
Unprompted review
Great and responsive support
Great and responsive support, it just shows they follow the walk the talk when it comes to Customer Support!
April 16, 2024
Unprompted review
Reply from Gorgias
Thank you so much for your kind words, Evaldas!
It's an honor to hear that you're pleased with our support. Our Team is dedicated to providing excellent service, and your feedback is both encouraging and greatly appreciated.
If you ever need assistance again, we'll be one message away! 🙏
Great support!
April 17, 2024
Unprompted review
Reply from Gorgias
Ognjen, thanks a bunch for your feedback!
It's amazing to hear that you were pleased with our support. Our team is always here to help whenever you need us.
Don't hesitate to reach out if there's anything more we can do for you!
My questions were promptly answered and…
My questions were promptly answered and I appreciate that the team made an effort in understanding what was happening on my end.
March 26, 2024
Unprompted review
Reply from Gorgias
Dear Irish,
Thank you so much for sharing your experience! We're delighted to hear that you felt supported and that your questions were answered promptly. Understanding and addressing our clients' needs is incredibly important to us, and your feedback reaffirms the hard work we put in every day.
If there's anything more we can do for you, please don't hesitate to reach out. We’re always here to help!
5-Star service!
Gorgias support was responsive and thorough in addressing my questions both on chat and email. I appreciated their follow-up to ensure I reached a resolution.
April 15, 2024
Unprompted review
Reply from Gorgias
Jamie, thank you so much for your kind words and for taking the time to leave this review!
We're thrilled to hear that you were satisfied with the responsiveness and thoroughness of our Support Team across both chat and email. Ensuring that each issue is followed up on and resolved to your satisfaction is incredibly important to us.
Your feedback is greatly appreciated, and it motivates us to continue providing exceptional service. 🌟"
Super Team!
The Gorgias team consistently goes above and beyond to assist with any request you have. I frequently reach out to them for support with Statistics, and their assistance is invaluable for enhancing service quality. Thank you once more for your outstanding support!
April 16, 2024
Unprompted review
Reply from Gorgias
This is music to our ears, Marta! 🤗
We're beyond grateful for your wonderful review and truly delighted to hear that you've had such a positive experience with our team. Our goal has always been to go above and beyond, to ensure we meet and exceed your expectations. Your appreciation means the world to us and motivates us to keep pushing the boundaries of service quality.
Thank you once again for choosing us and for your continued trust and support! 🙏
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.