Reseñas (1.189)

Calificación general
4,8
Recuentos por nivel de calificación
  • El 89% de las calificaciones son de 5 estrellas
  • El 5% de las calificaciones son de 4 estrellas
  • El 1% de las calificaciones son de 3 estrellas
  • El 1% de las calificaciones son de 2 estrellas
  • El 4% de las calificaciones son de 1 estrellas
24 de agosto de 2023

I've been using (or trying to use) Gelato with a few different stores now. And a few things leave a sour taste in my mouth.
They don't actually blind ship. There appears to be no way to actually have my company address as the sender for manual orders. This has left to angry customers accusing me of ripping them off. The help service wanted proof of this and refused to help me. So for me to NOT have their printing partners address slapped over everything, I have to ship the order to me, then repackage, then ship out to my customer which is a total freaking joke. So by the time I've paid, $15 for a mug plus incredibly high shipping rates from the mug place within my own city to me, repackaging and reposting I'm losing money.

It takes multiple attempts to get the colors right. This might just be an issue with the NZ print partner they use, but I often have to refund and reorder 5 or 6 times before it is right.

Customer service is hit and miss. Unless you are dealing with the higher ups, it really feels like their help team doesn't care about your issues and just wants to pass the buck.

Once you get the products the way you want, they are good quality but again - this is very hit and miss with individual print partners. All in all this company is a headache to to deal with and I don't recommend them if you need to blind ship because they will cost you time and money.

By Stacey Rose
Nueva Zelanda
3 meses usando la aplicación
Gelato respondió 28 de agosto de 2023

Hello Stacey,

We're really sorry to hear about your experience, and we'd love to make it up for you.

Having closer look at this case, we've noticed chat conversations in regards to that matter. Due to our internal procedures around storing customer's data and retention, we currently do not have access to the shipping label generated for order placed in March. Our Agents tried to ask for the picture of shipping label, so we can further investigate the mentioned issue. Without it, it is harder for us to troubleshoot and find the root cause.

We're also very sorry that you've faced issues with your initial order last September. Since then, we have improved a lot of things, to ensure produced items will meet expectations. We can see the march order was placed for the very similar design (different color), and I hope that even though you've faced a return address issue - the quality of the received mug met your expectations. It was produced at the same facility, as the first order.

I will reach out to you personally, so we can get to the root cause of the shipping label issue. We offer 100% white-label service, so it something went wrong - we will fix it.

Best regards,
Bartosz
Escalations Manager

7 de junio de 2023

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.

FelixBurgosArt
Estados Unidos
3 meses usando la aplicación
Gelato respondió 8 de junio de 2023

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

22 de noviembre de 2023

The worst application, I do not recommend it to anyone. After one wash, the products are suitable for wiping the floor, not for wearing. 20 of my 100 packages were lost. Some of the parcels that arrived had wrong prints. these are scammers!!

Sekta
Polonia
3 meses usando la aplicación
Gelato respondió 24 de noviembre de 2023

Hi there,

We are sorry for the experience you've had with us - this is very painful to see and not up to the standards that we set. At the same time, we'd like to sincerely thank you for providing us with this feedback, and providing us the chance to learn and improve.

We've reached out via email with the actions we've already taken, including the details of the updated tracking links, and would love to continue the conversation to ensure we follow this to a satisfactory conclusion you are delighted by.

Please don't hesitate to let us know if there's anything further we can do, and we look forward to discussing further.

Best regards,
Kyle
Customer Service Manager

27 de diciembre de 2022

Sadly, very disappointing.
I ordered a sample order of one of my products, and the print quality was terrible. It looked as though the printer had run out of ink halfway through the printing process. I can also see that a mistake had been covered up with the new faded print on top! - Just awful.
I will definitely be uninstalling Gelato from integrating with my store, as I will be very embarrassed for any of my customers to receive such a low-quality print standard, and of course, with my brand name on it!!!
Such a shame.

LibbyandMillies
Reino Unido
2 meses usando la aplicación
Gelato respondió 28 de diciembre de 2022

Hello,

Thank you for taking the time to share your feedback, and leave this review.

I am so sorry to hear about this experience - this should have never happened.

I've checked the system, and while I was able to find your order, I'm afraid you didn't have a chance to report this issue to our Support Team.
I've now followed up with. you offline, hoping I could get some pictures of the received item, what would enable me to investigate this further.

Please know, that Gelato products are covered by 30-days guarantee, and we provide refunds for products not meeting the quality standards, what was also done by me now in that case.

I hope to hear back from you soon, and I'm sure that after we get to the root cause - we'll be able to sort this our for you.

Thank you,
Bartosz
Escalations Manager

7 de abril de 2022

I highly discourage anyone who wants to create personalized products with gelato. Gelato+ still has far too many bugs to fix. I had to recreate a design 3 times because there were always technical problems. I'm just waiting for a response from Gelato's IT team because my theme just won't load and neither I nor support can explain it.

PerfektDays
Alemania
2 meses usando la aplicación
Gelato respondió 7 de abril de 2022

Hi,

Firstly, we are very sorry that you’ve experienced technical issues while creating your product. At the same time, we really appreciate your feedback as that helps us to improve the experience for you and all our customers.

The issue you experienced is now fixed.

I have reached out to you directly with detailed information including my email and phone number - would love the chance to discuss in person to ensure you are fully satisfied with the solution. Once again, we really appreciate you taking time to provide us with your feedback here.

Best regards,
Kyle
Customer Service Manager

21 de junio de 2021

dont take this APP from Gelato, this company is criminal... i made a shop with acrylwallpaper... i bought a test picture..and the acrylic paint was full from errors... and the quality was bad.. 2 days läter they send me the same picture again..with the same problems...... and the criminal is too, the high shipping coost..

acrylwall.art
Alemania
2 meses usando la aplicación
Gelato respondió 21 de junio de 2021

This review has been reported to Shopify as inappropriate, as it violates Shopify's app store policy. We are awaiting Shopify to take action and their response below:

"This review does seem to violate our policy on offensive language. It has been passed on to our app store team to deal with it urgently"

22 de octubre de 2022

They are using deceptive marketing tactics. I built an entire site around their claim that their totes are delivered in 3 days. After building everything out I placed and order myself and the delivery date was over 2 weeks out because rather than use a US print house (I live in CA) they printed it over sees somewhere. Would not recommend them. They are not transparent and lie.

The Best Totes
Estados Unidos
Alrededor de 1 mes usando la aplicación
Gelato respondió 25 de octubre de 2022

Hi,

Firstly, we are very sorry that you’ve experienced this situation - it is very far from the standard that we are aiming for in local production, and not the norm. We would also like to thank you for the feedback as it helps us grow and improve. We have now shared a detailed account of why this occurred, and are conducting an investigation to ensure we can minimise the chance of this ever happening again, which we will keep you updated on.

Should you have any questions or wish to discuss further please don't hesitate to give us a call or pop us a message - we would love the chance to discuss this with you to ensure you are fully satisfied with the solution. Once again, we really appreciate you taking the time to provide us with your feedback here.

Best regards,
Kyle
Customer Service Manager

15 de febrero de 2024

Excelente calidad de impresión, muy buen papel. Pésimo servicio de encomienda. El sobre fue metido a la fuerza en el buzón, lo que terminó por arruinar todas las impresiones.

Obrigados Nos
Portugal
24 días usando la aplicación
Gelato respondió 17 de febrero de 2024

Hola,

Gracias por la encantadora llamada anterior y por compartir todos los comentarios sobre su experiencia; realmente lo apreciamos ya que nos brinda la oportunidad de aprender y mejorar.

Una vez más, me gustaría disculparme por la entrega original y esperamos brindarles una experiencia que cumpla con nuestras expectativas habituales y avancemos. Si necesita algo mientras tanto, no dude en hacérnoslo saber.

Atentamente,
Kyle
Jefe de servicio al cliente

24 de abril de 2023

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?

We the future
Francia
Alrededor de 7 horas usando la aplicación
Gelato respondió 24 de abril de 2023

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

26 de agosto de 2021

Had this app for about 5 mins. Contacted chat to ask a very very simple question of which i was told they can not disclose this information. My question was Where is Australia are you located or what city are you shipping from? Pretty straight forward question! I wouldn't trust 'Gelato' as they seem very secretive and not helpful at all. Would hate to know if you were trying to track an order or something alike, the probably wouldn't 'disclose' the information. I'll take my business elsewhere and better yet keep on printing myself.

Tots Little Closet
Australia
20 minutos usando la aplicación
Gelato respondió 28 de agosto de 2021

Hi,

To begin, I apologize for the unhelpful answer you received when you asked about the print locations. In the day since this occurred, we have worked with our team member to be able to provide a clearer response to this in the future, and I sent you the pertinent location via email. Every customer who orders is able to track their order from the start location to the final destination.

I reached out to you yesterday as we wanted to work to deliver your customer's package free of charge by the holiday, but we unfortunately have not heard back. Please know that you can reach out to me directly at any time (I provided my phone number and contact details in the email I sent) if you would like to give us a chance to earn your trust. I'll be happy to answer any questions you have.

Best wishes,
Alyssa Rivera
Customer Success Director