# Shopify helpdesk & chat app complaints: what 74 bad reviews say > 74 one- and two-star Shopify App Store reviews of 16 Shopify helpdesk & chat apps: top complaints, reply rates, worst-hit apps and quotes. Canonical: https://revunda.xyz/shopify/app-complaints/helpdesk-chat/ Language: en Last updated: 2026-10-25 74 one- and two-star Shopify App Store reviews with text (64 one-star) of the 16 most-reviewed apps in the Helpdesk & chat category, posted 26 Oct 2025 – 25 Oct 2026. **66.2%**Slow or no support **85.1%**got a developer reply (all apps: 43.9%) **20.3%**written within the first week of use ## What merchants complain about in Shopify helpdesk & chat apps | Complaint | Share | Reviews | All apps | |---|---|---|---| | Slow or no support | 66.2% | 49 | 31.2% | | Bugs & broke the store | 23% | 17 | 17.9% | | Charges & refunds | 17.6% | 13 | 13.9% | | Export, import & migration pain | 13.5% | 10 | 6.4% | | Hard to use or set up | 10.8% | 8 | 9.1% | | Missing features & limits | 9.5% | 7 | 3.1% | | Too expensive for what it does | 8.1% | 6 | 4.7% | | Called it a scam or misleading | 6.8% | 5 | 5.8% | | Sync, orders & inventory errors | 4.1% | 3 | 6.5% | | Slow store & app speed | 2.7% | 2 | 2.7% | | Charged after uninstalling/cancelling | 1.4% | 1 | 1.4% | | Price increases & plan changes | 1.4% | 1 | 0.7% | A review can match several themes; 13.5% match none. “All apps” = 2,418 low-star reviews of 192 apps in 12 categories. ## What is different about this category Compared with all 192 apps in the study, helpdesk & chat app reviews mention **missing features & limits** 3.1× as often (9.5% vs 3.1%); **slow or no support** 2.1× as often (66.2% vs 31.2%); **export, import & migration pain** 2.1× as often (13.5% vs 6.4%). ## Shopify helpdesk & chat apps by number of bad reviews | App | 1–2★ | Top complaint (5+ reviews) | Replied | |---|---|---|---| | [Gorgias](https://revunda.xyz/shopify/app-bad-reviews/helpdesk/) | 27 | Slow or no support 88.9% | 96.3% | | Tidio | 12 | Slow or no support 58.3% | 83.3% | | Chatty AI Chatbot & Live Chat | 10 | Bugs & broke the store 30% | 100% | | Redo | 5 | Slow or no support 60% | 40% | | BotSpace | 4 | – | 75% | | Commslayer | 4 | – | 100% | | Zipchat AI Chatbot & Live Chat | 4 | – | 50% | | Re:amaze AI Helpdesk & Chat | 3 | – | 33.3% | | Chatway Live Chat & AI Chatbot | 2 | – | 100% | | Willdesk | 2 | – | 100% | | DC | 1 | – | 100% | | Richpanel | 0 | – | – | | Cleverific Order Edit & Upsell | 0 | – | – | | Flyweight AI Chatbot & AI Chat | 0 | – | – | | SB | 0 | – | – | | Orderify | 0 | – | – | ## In merchants’ words > “… Then one channel was deleted by mistake, and with it every helpdesk ticket attached to it disappeared permanently.” > > Shopify App Store review, Oct 2026 > “… Although they kept billing for bugs reported. When asked for new POC was introduced in group who didnt even had a clue of what was reported and what was he considering.” > > Shopify App Store review, Aug 2026 > “… But charged me the full price for the plan. When I reached out about it they stated I had the app in the past.” > > Shopify App Store review, Jul 2026 > “… I'm afraid that if something important will be in the future, they also will not fix it.” > > Shopify App Store review, Oct 2026 > “… If a company can’t show up for a scheduled onboarding appointment—or at least communicate that they can’t make it—it’s difficult to have confidence in the service.” > > Shopify App Store review, Aug 2026 ## Do Shopify helpdesk & chat developers reply to bad reviews? 85.1% of these low-star reviews got a reply from the developer, median 2 days after the review (all apps: 43.9%, median 2 days). ## Time on the app before the bad review | Time used | Reviews | Share | |---|---|---| | Under 1 day | 7 | 9.5% | | 1–7 days | 8 | 10.8% | | 8–30 days | 16 | 21.6% | | 1–12 months | 26 | 35.1% | | Over 1 year | 17 | 23% | ## What to fix first (our reading of the data) 1. **Slow or no support** (66.2% of reviews): Answer support within one business day and say so in the listing; most of these reviews are written after a ticket went unanswered. 2. **Bugs & broke the store** (23% of reviews): Ship a fix note in the reply to every bug review, and test on a fresh dev store with the most common theme before each release. 3. **Charges & refunds** (17.6% of reviews): Make charges predictable: show the exact plan and usage price before approval and refund disputed charges quickly. ## This analysis for your helpdesk & chat category, with the top 10 apps AppGap reads the recent 1–3★ merchant reviews of the top ~10 apps in your Shopify App Store category and ranks the complaints they share, with real quotes. One PDF by email within 24–48 h. [Sample PDF](https://revunda.xyz/shopify/sample-product-reviews.pdf) · [AppGap](https://revunda.xyz/shopify/) €19 ~~€39~~ one-off, launch price until 30 Nov 2026 or the first 20 orders. Full refund if we can’t produce a useful report. Other categories: [Marketplaces](https://revunda.xyz/shopify/app-complaints/marketplaces/) · [Email & SMS marketing](https://revunda.xyz/shopify/app-complaints/email-sms-marketing/) · [Dropshipping](https://revunda.xyz/shopify/app-complaints/dropshipping/) · [Product reviews](https://revunda.xyz/shopify/app-complaints/product-reviews/) · [Upsell & bundles](https://revunda.xyz/shopify/app-complaints/upsell-bundles/) · [Translation & currency](https://revunda.xyz/shopify/app-complaints/translation-currency/) · [Subscriptions](https://revunda.xyz/shopify/app-complaints/subscriptions/) · [Shipping](https://revunda.xyz/shopify/app-complaints/shipping/) · [Product options & variants](https://revunda.xyz/shopify/app-complaints/product-options-variants/) · [SEO & speed](https://revunda.xyz/shopify/app-complaints/seo-speed/) · [Loyalty & rewards](https://revunda.xyz/shopify/app-complaints/loyalty-rewards/) Data and method: [Shopify review study](https://revunda.xyz/apps/research/shopify-app-review-complaints-2026/) (192 apps, CC BY 4.0 CSV) · [Shopify app bad reviews: what to fix first](https://revunda.xyz/shopify/app-bad-reviews/) · [All categories](https://revunda.xyz/shopify/app-complaints/) ## FAQ ### What do merchants complain about most in Shopify helpdesk & chat apps? In 74 one- and two-star Shopify App Store reviews of 16 Shopify helpdesk & chat apps (Oct 2025 – Oct 2026), the top complaints were slow or no support (66.2%), bugs & broke the store (23%), charges & refunds (17.6%). ### Do Shopify helpdesk & chat app developers reply to bad reviews? 85.1% of these low-star reviews got a reply from the developer, median 2 days after the review (all apps: 43.9%, median 2 days). ### Which Shopify helpdesk & chat app had the most bad reviews? Gorgias, with 27 one- and two-star reviews in the 12 months to Oct 2026. ### How soon do merchants leave a bad review on a helpdesk & chat app? 20.3% of the low-star reviews were written within the first week of use and 23% after a year or more. --- Source: Revunda (https://revunda.xyz). Markdown copy of https://revunda.xyz/shopify/app-complaints/helpdesk-chat/ for AI assistants; the HTML page is canonical.