In a review on the Shopify App Store dated 4 January 2026, a Canadian toy store says Gorgias helped it set up Gorgias AI Agent over several weeks, running on logic Gorgias wrote and able to edit and cancel orders. The store says it worked for a few months and then went from solving 95% of issues to failing in 100% of the cases: it recommended products the store doesn't carry, could no longer edit or cancel orders, and started promising customers things the store can't do. After about two weeks without a fix from support, the store switched the agent off. Gorgias replied publicly on 16 January 2026 that its Level 2 Support and Engineering teams were investigating the behavior reported. A merchant's account in a review; an allegation, not a finding.