Gelato: Print on Demand

Terrible unacceptable absolute no-go experiences with Gelato, continued!! ‍
Gelato platform / system is full of bugs, nothing works properly, constant hazzles, loss of effort+time!
Processes not well thought out, misleading claims
Dev team does NOT understand how to properly implement features, NO clue how to nail safe test before release
CS (Customer Support) most of times NOT aware of all those bugs their platform has!
CS AND Gelato itself committed to ABSOLUTE NO-GOs, lying & cheating, sadly
=> We switched to a competitor: Smooth, efficient + bug-free service

Lying about Printing Locations = ABSOLUTE NO-GO!!
Gelato claims to print everything in CH, but turned out only posters but NOT T-Shirts/Hoodie etc.
CS even asked "how did you find out" !! Confirming that company obviously cheats, trying to hide what they're lying about

"Product Expansion":
Made to gain time, but requires learning curve, final products contain bugs, actually you loose time!
Instead Gelatos ad claim "scale business", you ruin it with lost repeated efforts, time+money gone!

API:
Functional parts shown online unfinished, NOT WORKING, before CS told us to use it, we run into various bugs , 1st confirmed by 2 separate "junior consultants"
Then "senior implementation manager" gets into the conversation , suddenly claims
"No, there is no bug, we the merchant using their API must apparently NOT follow the API description correctly, NOT understanding the semantics of an API, the failure is on us" !!!!
This let us literally freak out: Change in policy how to communicate with merchants? Blaming on the customer their own bugs/failures?
Senior manager finally admitted ONLY IN CALL that this part of the API is actually not working !! ‍
But only in a call, not admitted in a mail knowing THIS COULD BE LEGALLY HOLDING.
=> Absolute NO-GO!

Suddenly accusing the customer is doing wrong whereas Gelato confirmed the bug before is NOT AT ALL how to interact.
You do NOT accuse your customers for doing wrong in order to avoid having to admit your own bug which has been admitted twice before by your colleagues !!
=> Finally we asked Gelato CS why lying online and not taking this part of the API doku down as it's highly misleading (aka cheating) that this shall work to other merchants as well = no reply !!

"New Personalization Studio":
"Seamless integration" incredibly slow, "DOES TAKE AGES TO LOAD", from 3 to 30 seconds Gelatos asks money for that!!!
Appears to any end customer page is NOT
Renders any product you place on your shop USELESS!
DO NOT USE GELATO!

Summary of hazzle and shame:
NOT ANY TRUST ON GELATO AS A WHOLE COMPANY! Constant hazzles-lies-cheating-bugs, loss of effort+time+money!
Gelato company has the guts to put parts of an API online CLAIMING A FUNCIONALITY while ACTUALLY CHEATING on that, willingly having to know API DOES NOT WORK!! ABSOLUTE NO-GO !!
Gelato company has the guts TO ACCUSE ITS OWN CUSTOMERs that they may not understand the technique, whereas it has been confirmed before that the API HAS BUGS, API DOES NOT WORK!! THREATENING THE CUSTOMER TO AVOID ADMITTING OWN FAILURES is NOT how to behave as a company!! ABSOLUTE NO-GO !!
We lost time again and get annoyed with the Gelato system = not intuitive, not straigt-forward, FULL OF BUGS !!
IMPOSSIBLE TO TRUST GELATO in its total!
Cause they work on fancy videos, fancy claims, fancy ads "scale your business" whereas upper management at CEO&CTO level should know HUGE PROBLEMS WITH SYSTEM, TONS OF PLATFORM BUGS, partially wrong NON-INTUITIVE manner of processes, ALL A HAZZLE. ‍

Just use any other POD provider than Gelato: Stay safe and healthy out there!

A warning to my fellow sellers:

Hidden Price Hikes and Broken Trust: Why I'm changing from Gelato

I’ve been a loyal customer of Gelato for several years, but my frustrations with this company have steadily grown, and this latest issue is the final straw.

While Gelato is quick to send emails announcing price reductions, they’ve hidden significant price increases from customers. Both products I sell have undergone significant price increases in a short period of time.

Premium matte paper has increased by over 15% since I last checked in September, and premium frames with premium paper have risen by over 16%. For example, the price of a 70x100 premium frame with premium paper has increased by a staggering €25.43, now priced at €194.91 (in Ireland). Discovering these price hikes only through my own records feels dishonest and unprofessional.

There are also shocking price differences between countries. For example, the exact same 70x100 frame costs €90.82 in Germany, while in the neighbouring Netherlands it is priced at €190.30—almost €100 more for the identical product.

How can such extreme price discrepancies exist, let alone be justified? How are businesses expected to price their products consistently with such wild and unpredictable variations?

This isn’t the only issue. Over the years, I’ve dealt with numerous problems: orders lost in the post, items arriving damaged, and prints of poor quality. As Gelato have grown as a company their service has become gradually worse. This Christmas just gone was a disaster for orders, especially in the US. I had some customers waiting into earlier January for orders they made in late Nov/early Dec.

These ongoing issues combined with their lack of transparency have made it clear I can no longer trust them as a supplier.

For anyone considering Gelato, I’d strongly advise looking elsewhere. I’ve reached the point where I can no longer justify working with a company that treats its customers this way and will be actively looking for a new supplier to take over my orders.

Whoever designed this user experience, needs to go back to thier last job, feeding Monkeys.
Everytime I log into this PIG of a system, it takes an hour to find how to get my products.
How the hell to people put up with this junk is beyond me.

Gelato's prices and platform seem nice enough and they came highly recommended to me. Prices are fine but their customer service seems a miss and fulfillment/delivery times are way off and inconsistent (1 order took almost 4 weeks from order to delivery). I had them on my store, a long order fulfillment and poor customer service resulted in my removing them from my store. I cannot recommend them.

I set up a number of design templates, placed a sample order, and added the products to my store. Initially the sample order was broken up into multiple fulfillment locations and charged for each location, from that their initial discount was messed up and they charged about 15% more. They were quick to correct this issue and refunded the difference. Then fulfilment location 1 got their items to me quickly, location 2 took almost 4 weeks to deliver to me (2 weeks to print and almost 2 weeks in shipping time); estimated delivery time was 5-18 days. There was also an order placed through my store, same 5-18 day delivery time estimate, and it took 16 days to be delivered. The customer service blew me off, refused to acknowledge the slow fulfillment time from their fulfillment company, and just kept telling me to message them back in a few days if it didn't arrive (each time pushing further and further back).

Set up my framed canvas product, went to order a sample product only to find out the next day that it is out of stock and there is no information about when it will be back in stock.

If you value your time, stay away.
Pros: Good user interface, option to add personalized products, customer care team available 24/7, and chats are responded to within minutes
Cons: Everything? Prices are defaulted to EU, so all time spent configuring prices for each variant will be erased and a random price shows up on your listing each time you save. So many glitches setting up the personalized products and no support. Staff are available 24/7 and respond to live chat within minutes but if you don't reply within 5 minutes, they will close the chat and mark it as resolved due to "inactivity" even if issue has not been resolved. You are expected to wait hours for them to respond if they tell you to wait, but as soon as they respond and you happen not to be online at that time, they will close chat within 5 minutes. Imagine waiting 12 hours or more for them to investigate then as soon as they respond they expect you to be online that second. When you go to their live chat with an issue and they say they will get back to you with an email, just lower your expectations as they will likely either never follow up, one sidedly mark issue as resolved, or blame the issue on your theme because they are perfect. because of their lack of accountability, I even sent them an organized bulleted list of the issues I'm having, as expected they said they'll get back to me via email and asked me to record screen of the issue even though I already wrote down all the details, still entertained them by recording my screen, no response. Crickets. Spent TWO WEEKS trying to set up one product, imagine that. I'm out. In conclusion. Their time is valuable, yours isn't.
Update: They said they'll follow up with an email and asked me for a screen recording of the issues despite having already organized them in a list for them, but i recorded my screen and sent them the video anyways. I emailed again to check if there's updates, they asked me to send them examples/screen recording again, then never responded again. The level of disrespect and lack of care for customers is appalling. Luckily I found a much more powerful customization app, uninstalling this joke rn, want my time back.
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Another update- Not to sound petty with this update but I reached out to them again to check in on their "resolution" and if they checked the screenshots and screen recordings they asked for, but they ghosted me. They don't even bother to respond. Ms Paulina, if you wanna work in customer service, then actually do know basic customer service etique like actually responding, following up and providing resolutions you promise. In conclusion, they are not reliable at all.

La commande était de 249,70€ alors que ma facture est de 354€ j'ai voulu faire réclamation mais rien ne marche ça ne répond pas
Arnaque total

Nice idea. But support has been abysmal. I really hope they can fix things. If not, we're out. Just don't expect good support.

Unfortunately after 2 weeks of trying to resolve a problem with my store, I am giving up to find a new merch supplier and will need to refund my customers.
I've not had any real attempt to resolve my problem as far as I can tell. I've had at least 5 or 6 emails saying sorry it is taking so long after I needed to reach out for follow-up, but nothing else. It's disappointing because it seems the majority of users have had good experiences with this app and it seems to have great products, but unfortunately I will never be able to experience them it seems.

sto ancora aspettando la consegna del prodotto