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Business Profile

Apps

Gorgias Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I downloaded Gorgias app on *******. 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 ******* 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 ******* 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 ***** in their emails to me, even though I repeatedly made it clear that my name is ********. Further proof that the customer service ticket system they themselves created seems quite faulty.
    I request an immediate refund of the amount in question.

    Business Response

    Date: 02/05/2024

    Last week, once I talked to our support team, and they once again relayed that they could not validate your account... I told them to refund the money, as it is a small amount, and not worth the trouble for you or Gorgias. I understand how frustrating it can be to not be able to validate your account, but it is for our customers own protection, as we take security seriously. Due to the refund being issued, this should be a closed matter. As you have my email already, please do let me know if there is anything else that we can help you with... We strive to do a great job, but sometimes issues fall through the cracks. Apologies again for the wrong name being used, and we hope to one day meet again on better terms.

    Best, 

    Adam

Gorgias Inc is NOT a BBB Accredited Business.

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