Gorgias Reviews 

A few days in and I already regret the switch.

The Shopify integration is marketed as seamless, but in practice you get basic customer data and past orders - that is all. Live cart visibility was removed in November last year, and their own support did not know this when I asked.

We sell high-end products. Customers regularly ask us to check what is in their cart - whether the parts are compatible, whether anything is missing. Seeing the cart directly from the ticket was the single reason we chose Gorgias. It no longer exists, and nothing in the marketing says so.

Meanwhile the entire focus seems to be on AI. At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month.

If your support depends on seeing what the customer is actually buying, look elsewhere. And if predictable costs matter to you, read the AI pricing very carefully before you commit.

worse support team i've seen so far. they don't even understand their app and gave me 3 times misleading suggestions on setting up multilingual version for their contact form. and they threatened that i should be polite with them under this context or they'll close the conversation. how are you supposed to be calm and polite when faced with such xxxx team?

We've used Gorgias for over a year. Our experience has not been great. This is one of the worst SaaS offerings I have encountered in over 20 years of working in IT.

It looks good in the demo. In the first month you find the product is a bit buggy. Half the integrations don't work properly (and there's no logs of their failures). You get billed for tickets that are either SPAM, or interactions with the same customer about the same issue that Gorgias deems a new ticket. Your browser slows to a crawl when Gorgias is open. You start to realise basic features don't work, like customer merge suggestions being case sensitive (what the?). You find half your tickets were stuck behind their SPAM filter for a week, which is not configurable. You can't reply to tickets on the go, because the mobile interface is unresponsive and the type-ahead breaks your words making it unusable. The reporting is weak, there are some flashy dashboards, but no historical trend reports, or really any other way to track a teams progress on KPIs or goals over time.

So you raise these issues with support. You have to get past the AI bot wall, then a ticket is raised. After weeks of back and forward with an agent who doesn't seem to care your world is on fire, you may get your issue escalated -- a new ticket is created with no continuity, so you have to explain it to the allocated engineer all over again. The engineer looks at the issue, and after some time agrees -- yeah it's broken, but that will be a feature request, so go put it on our wish list. It turns out that's a big black hole of things that never get done. Or, that issue won't be fixed until we launch feature X, which is currently in planning with an unknown launch date. In 12 months I have seen none of these major issues actually fixed.

I'd like to say things are improving, however the new UI 2.0 just launched completely broken, with major regressions in multiple areas. Some are still unresolved. It is unclear what is being done to fix these issues.

At this time I find it hard to recommend this platform. Gorgias needs to totally reconsider how they handle their customers, and how they prioritise product feedback. They need to focus on quality, rather than bolting on AI features that don't work. They need a proper ticket system with escalation - ironically something you'd think a customer service platform would understand!

Honestly so bad.

I can’t even log in

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).

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.

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 and someone will get back to you but nothing this has been going on for too long and its impacting the way we work.
Shame on Gorgias.

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.

The pricing gets steep during Q4, but the payroll savings make it worth it. Gorgias centralized support across my three Shopify stores. Automations handle 40% of inquiries instantly, and seeing LTV next to tickets helps us close pre-sale DMs before traffic bounces. Game changer for customer service.

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.

these people are a scam company who will spam you to no end, they dont know what their doing

Great company! Love their product. Support is great to work with. They are always adding new features and improving the overall platform to where it is more and more critical to our own company's success!

They've canned our helpdesk subscription despite repeated attempts to contact them.

They'll hound you to sign up and conveniently out of reach when you need help.

The headaches they're causing for my business are immeasurable.

Please stop spamming. It's not relevant, I asked to be removed from your database 3-4 times already.