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Everything worked well for a while, but once we hit December, Gelato started missing ship/delivery dates. We have orders placed a month ago that still haven't shipped.
Their customer support apologized and told us to check each order's updated estimated delivery date. Of course, that's meaningless because Gelato simply kept updating the delivery date later and later.
Use this app if you'd like hundreds of angry customers wondering where their orders are weeks later.
Hi,
We are truly sorry to hear about the experience you've had with us - we aim for complete transparency, and are always striving to provide a reliable service. Thank you for providing us with this feedback and allowing us to investigate, learn and improve.
We've reached out directly via email with the actions we've already taken, as well as our next steps. I would like to clarify that these production times are not up to our usual standards, as even though we took action to resolve this, there were some isolated delays during this holiday season. This is now cleared, so we hope we can return to providing you with our usual lightning-fast turnaround and delivery.
Please don't hesitate to reach out to us 24/7, for anything you may need. We look forward to supporting you in the future.
Best regards,
Kyle
Head of Customer Service
I ordered a metal print of one of my paintings as a test.
I was shocked at the incredibly low quality.
Colors were very dull.
My greatest fear is that someone would order this product. Fortunately I’m just getting started and no one has placed an order.
I have to assume all the other product of similar quality.
Unfortunately I had to removed the app.
Hi Felix,
We're truly sorry to hear you weren't satisfied with the outcome of the metal print. We'd love to investigate and provide you with a detailed explanation of what occurred, so have reached out directly to gather photos and see where we can further support you.
We really appreciate you providing us this feedback, so we can improve our services moving forward, and deliver the world-class experience for which we strive.
Our support team is available via live chat 24/7 through our website should you need. Please feel free to let us know if there is anything else we can do and we look forward to discussing further.
Best regards,
Kyle
Customer Service Manager
Hello, I accidently transfered one of my product on your app and I can't find it anymore on my shopify store.
What is going on? Could you be nice enough to contact me and tell me why I can't get it back in my stock?
Hello,
My name is Bartosz, and I'm the Escalations Manager at Gelato.
We're sorry to hear you've faced an inconvenience while using the app.
I was able to identify your account, and reached out personally via email 3 times - however, I'm afraid I didn't receive reply.
Our system may sometimes work in unexpected way, especially in the beginning, when the platform is unknown and users need to spend time learning how to use and navigate within the platform. We strive to constantly improve ease of use, but in cases something is causing confusion - our Support Team is happy to assist you 24/7.
We hope that you will consider giving Gelato one more try, and we would be honoured to have a chance to make the bad experience up for you.
Thank you,
Bartosz
Gelato Support Team
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.
Hello,
We’re sorry to hear about your experience and appreciate your feedback. We strive to make our user experience as seamless as possible and are constantly working to improve. If you’re open to it, we’d love to hear more about your concerns so we can address them directly. Please feel free to reach out to our support team at apifeedback@gelato.com
Best regards,
Michal
Gelato Support Team
Tested out this platform and canceled. They keep taking money from my credit card, once gone to their website and chat live they claim my account was deleted...STILL GETTING CHARGED!
Avoid signing up to test this.
Hi,
Thank you for your feedback, and we sincerely apologize for any inconvenience caused. We have reviewed your case and found that the paid subscription began after the 30-day free trial period, as the trial was not canceled before it ended. However, we understand your concerns and have processed a full refund of the subscription charge.
Please rest assured that your subscription has now been fully canceled, and no further charges will be made. If you have any additional questions or need further assistance, feel free to contact us directly.
Kind regards,
Michal
Gelato Support Team
Hello,
Thank you for your feedback. We understand that your experience wasn't as expected, and we've reached out to you via email to learn more and offer support. We will do our best to resolve the issue you've experienced.
Best regards,
Andrzej
Gelato Support Team