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We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service. When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live chat. Ironically, when you look for support from Gorgias on their "live chat", there is never anyone to be found. They've even swapped it over to some useless automated messaging that is the same level of useful as Amazon Seller Support. We've given Gorgias multiple chances because the platform itself has a lot of potential. But they don't seem to want to make the basic fixes that merchants want. If you're looking at Gorgias, here are some of the features that are missing. 1. You cannot put in vacation hours for the storefront, only by person only. So the live chat widget is active at all times, even if you are not. The only way around this is to modify your business hours every time there is a Holiday. Or, you deactivate the widget all together. The kicker? If a customer has your website cached, they will still see the Gorgias widget and be able to send you messages but on your end it will say "Gorgias has been deactivated, please reactivate to reply to this message". Very business friendly. 2. No variability between the Desktop and Mobile experience. Everyone knows mobile shopping is booming and the fact that this isn't even an option is simply outstanding in 2021. 3. Removing features from the plan you're paying for and putting it in a plan at 2.5x the price without telling you those changes are being made or any sort of grandfather period. Excellent way to keep your loyal customers on board. At this point, we're going to look at apps like RE:amaze and see what they have on offer as we've given Gorgias multiple chances. If this is how they treat a customer who has been with them for 2 years, I can't imagine the treatment new customers get. I decided to give Gorgias one more chance to see if they could deal with the most basic frustrations before posting this review and the below happened. I sent this review over to Gorgias through their live chat support at 10:37am on July 28th, 2021. At 1:22pm PST, I still had not received a response even though their support hours are listed from 9am - 7pm PST. Finally at 1:35pm PST, I received a response that they completely understood my frustrations and would pass it along to the management team who would arrange a call the next day. Aleksandra sent an e-mail at 8:08am PST on Thursday, July 29th to confirm that 2pm was a good time for her to chat today. I confirmed with her at 11:37am PST. It is now 2:06pm PST and I have yet to receive a confirmation from her or a phone call. Clearly Gorgias did not understand our frustrations and we are unfortunately forced to leave this review.
The software is really quite buggy... There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers).
Where other platforms are making leaps and strides, Gorgias stays still, and never gets better.
Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.
Thank you for taking the time to share your honest feedback and for trusting Gorgias over the past couple of years.
We appreciate you highlighting the areas where you feel the platform has fallen short of expectations. We understand how important it is for customer support software to evolve continuously, provide reliable functionality, and deliver meaningful improvements that help merchants operate efficiently.
Regarding the documentation issues you mentioned, some articles temporarily returned 404 errors during a period when portions of our Help Center were being updated and reorganized. These pages were quickly replaced or redirected, but we appreciate you bringing this up and understand how frustrating that experience can be.
We are continuously investing in the platform, including our Shopify integration, AI capabilities, automation tools, and overall product experience. Feedback from merchants is actively collected, reviewed, and shared with our Product and Engineering teams, who prioritize improvements based on customer impact and broader platform needs.
A member of our leadership team will be reaching out directly to better understand your concerns and discuss any specific challenges you’ve encountered. We genuinely value your feedback as it helps us continue improving both the product and the experience we provide to our merchants.
The perfect app for CRM
Short and sweet, thank you so much!
The best customer support app for the eCom with the most advances AI agent all under 1 roof. The easiest and most quick onboarding without any issues.
Thanks so much!
So happy to hear Gorgias delivered a smooth onboarding and that the AI Agent is making a strong impact.
Appreciate the kind words and support!
So much success utilizing the AI Agent thus far - could not recommend more!
Thanks so much!
We're thrilled to hear that the AI Agent has been such a success for you and are super excited to keep delivering value to your team!
Great!
Thank you so much for the 5 stars, Team Armra! 🤩
We’re thrilled to hear you had a great experience using our platform and truly appreciate you taking the time to share it.
very happy with the solution and support!
Yay, Team Nine West! 🎉 We're so glad you're happy with the support received - you just made our day! 🫶🏻
We're here for you 24/7 if anything comes up!
App is very expensive.
Hi Egendesign!
We appreciate your feedback and understand that pricing is an important factor when choosing the right solution for your business.
Our team has reached out to offer alternative plan options and we invite you to hop on a call with our Billing team to explore the best plan that empowers your business.
We’d love to work with you to find the best fit for your needs! 🙏🏼
Fantastic application and support.
You are so kind, Team Lobocki! Thank you for sharing your feedback - We're glad you're loving the platform and our support.
Let us know if you ever need anything! ⭐️
stay away. nothing works - waste of time! support is horrible!
Thank you for your feedback, Titan! We’re truly sorry to hear about your experience. We value your input and are committed to making things right. Our team has reached out to you via email with a solution and to offer further assistance. We hope to have the opportunity to turn your experience around.
