Topped Toys
Canada
Reviews (6)
This platform worked very well. They assisted us in setting up the AI agent functionality which took several weeks but turned out fantastically. Then they changed something, likely they degraded the LLM to save money. Suddenly our agent went from solving 95% of issues to failing in 100% of the cases. For example, it forgot what kinds of products we sell and started recommending unrelated items that we don't carry. It stopped being able to follow the logic that the Gorgias team wrote and so could no longer edit or cancel orders. It started promising things to customers that we cannot do. I've been trying to get in touch with support for 2 weeks now with these issues. I've tried reaching out to the team who built the Agent for me, but they don't offer support. I've tried working with their L2 support but response times are well over 36 hours and the issue is complicated enough that asking and answering questions with days between responses is never going to adequately identify the problem. I tried their regular chat support and they told me the code was sloppy and should be deleted- but they wrote the code. I'm left with no choice but to disable the agent because it's frustrating my customers with irrelevant responses, or worse promising that we will do something that we simply can't. It's very disappointing to see Gorgias opt to not support their product and to cheapen the service to this point. The few months of functioning AI Agent definitely convinced me of the value of this kind of thing. I'd be willing to pay close to a regular full time salary. But the Gorgias system isn't the right one because it's not supported. I know I'm not the only one with this problem. During the period I've been trying to get support the Gorgias support team has had to remove their own chat widget because they are being overwhelmed with requests. This is likely due to the failure of their system.
Developer reply ·
Hello team, Thank you for taking the time to share your experience. We understand how disruptive has been, and want to apologize for the frustration it caused to you. Please know that we take issues like this seriously. Our team has been actively investigating the behavior you reported, involving both our Level 2 Support and Engineering teams, and we’re actively flagging the necessary improvements based on your needs and feedback. While AI can be sensitive to configuration and data changes, it’s on us to ensure those issues are identified and addressed quickly and with the right level of support. We also recognize that the support experience did not meet your expectations at certain points, particularly around response times and continuity. That’s something we’re actively working to improve, and we appreciate you calling it out. We’re continuing the conversation with you directly to resolve the remaining items and make sure there’s a clear path forward. If you’re open to it, we’d like to regain your confidence and ensure the AI Agent delivers reliable, safe, and accurate outcomes for your business. Thank you again for the honest feedback and helping us improve.
Shipstation has a stranglehold on shipping, so I still use them for some things. But they are exceedingly bad. For example, 19 days ago Shipstation changed international shipping defaults so that I am now covering duties and taxes for international shipments. But, they did not notify me or my team of this setting being defaulted to "on" all the time. The result is that I have accidentally incurred massive costs that were meant to be paid by my customers and that I did not account for. I'm still waiting on invoices to come in from my couriers to see what the total loss is. I contacted their support and they showed me how to turn this off. But when I asked about why it was set to on for 19 days, and why no one notified me of this critical change to defaults; the best I got was an apology. I wonder how many users are unwittingly incurring these fees. The setting is burried well below the customs declaration in an area with obscure an infrequently used settings, so I suspect that many users are not aware.
Developer reply ·
Thank you for taking the time to share this feedback, and we’re truly sorry for the frustration you’ve experienced. We understand how unexpected duties and taxes can significantly impact your business, and we take concerns like this very seriously. We did want to clarify one important point: the Delivered Duties Paid (DDP) option was not automatically enabled for merchants. This feature required an explicit opt-in through a Pendo in-app message. It’s possible that the prompt may have been missed or unintentionally dismissed, but we did not turn this setting on by default or make changes on behalf of users. That said, we completely understand how easily something like this can be overlooked, especially during busy order periods. Your experience highlights the importance of ensuring feature changes and optional settings are communicated as clearly as possible, and we’re actively reviewing how we can make that even better. Our team will be reaching out directly to discuss your situation and see what options we have to help make things right. If you have any immediate questions in the meantime, please don’t hesitate to contact us. We’re here to help!
I'm giving this app a lower review because it is missing something that is critical to my needs, not because the app is not good otherwise. It simply won't work for a store like mine. Functionality was good. But then we started getting complaints from customers who were worried about the way Junip was displaying their names on reviews. Junip is only able to display full first name and last initial. For customers with unique first names this was leading to concerns about being "outed" in a public forum. I reached out to Junip support to find out how to change the name display to first and last initial, a convention which is standard in other review apps. I was told that they were not willing to make changes to the way names display at this time. We are in a more sensitive market, and this makes the app unusable for us, and I believe other merchants may wish to know of this limitation prior to investing time and money setting up Junip.
A great review app with excellent support. This app is flexible, offers a variety of locations including home page, product pages, and collections. It queries customers for reviews after delivery. Very effective at building trust.
This app cleanly drops a T&C checkbox into the checkout process in an undistracting way. The support is very responsive and helpful in getting it set up.
This app provides much more powerful reporting than the native Shopify functionality. They are also very helpful in generating custom reports to help parse your sales data. I'd recommend giving them a try.
