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Tried Gelato hoping for an easy setup, but the platform feels clunky and confusing. Navigation isn’t intuitive, and basic tasks like updating products or making changes take way more time than they should. The system seems buggy at times, which just adds to the frustration. Definitely not the smooth experience I expected.
Hi,
Thank you for your honest feedback — we’re sorry to hear that your experience with Gelato hasn’t met your expectations. We understand how important a smooth and intuitive setup is, especially when launching or managing a store. Your comments on navigation and system performance are taken seriously, and we’re actively working on improvements in these areas. If you're open to it, we’d appreciate the opportunity to better understand the issues you faced and guide you through any challenges. You may reach us at apifeedback@gelato.com
Kind regards,
Michal
Gelato Support Team
Gelato? More like melted ice cream—looks good at first, but quickly turns into a mess. The platform is full of surprises (not the good kind), with bugs that pop up like uninvited guests at a party. Features seem to be added without much testing, so expect some fun adventures in 'why isn't this working today?' land. If you enjoy troubleshooting more than selling, this might be the app for you! Otherwise, you might want to grab a real gelato and find a smoother solution elsewhere.
Hello,
Thank you for sharing your feedback. We strive to provide a reliable and efficient platform, and we regret that your experience has not met expectations. While we continuously improve our features and fix issues, we understand that unexpected challenges can be frustrating. Our team would love to learn more about the specific problems you've encountered so we can address them effectively. Please reach out to us at apifeedback@gelato.com, and we'll be happy to assist you. Your input helps us refine our platform and better serve our customers.
Best regards,
Michal
Gelato Support Team
Tried Gelato based on a recommendation, but the platform didn’t quite meet my expectations. The layout feels a bit clunky, and some of the features aren’t as intuitive as I’d like. Making small edits to existing products or navigating between sections took more time than expected. It works, but I found myself second-guessing simple steps more than I should on a business tool. Hoping future updates make it smoother to use.
Hi there,
Thank you for sharing your feedback, and we're sorry to hear that the platform didn’t meet your expectations. We understand how important it is for tools to feel intuitive and efficient—especially when you're building a business.
I’ve reached out to you directly to better understand your experience and see how we can support you moving forward.
Your feedback is invaluable as we continue to improve Gelato, and we truly appreciate you giving us a try.
Kind regards,
Bart
Gelato Support Team
A lot of times, Gelato's printing partners print the shipping label but never actually ship the package, and when you bring the issue to their attention they reply with a copy and paste:
"Unfortunately, in this particular case, I will not be able to process a refund/reprint as it has been more than 30 days since the order was supposed to be delivered. Please let us know if you have any questions."
This has happened way too many times this year. It is very frustrating because I am a Gelato+ user, and I have thousands of orders monthly, so I am unable to check the tracking of every single order on a daily basis! I check when my customer complains that they never received an order, or when an order is late and hasn't been shipped.
I also had to close one my sales channel due to late shipping from Gelato. They would delay, delay and when the customer requested to cancel the order (on that platform they receive refund immediately if there is no tracking yet) Gelato would then issue a tracking number almost immediately, and mark as "shipped", so I ended up shipping hundreds of products for my customers out of my pocket, because Gelato claimed it was shipped (just because they created a label- but never actually shipped).
I received so many negative reviews for "I never received my product" Seller never shipped my order", that I decided to close the entire shop on that platform.
Customer service quality has been declining pretty fast. I t used to be a good POD service, but I am transitioning to another POD company due these issues I've experienced lately.
Hi there,
Thank you for taking the time to share your feedback. We sincerely regret to hear about your experience, as we understand these challenges impacted your business.
Your feedback is very important to us, and we’ve reached out with the steps we’ve already taken to improve. We hope to have the opportunity to show you what the usual experience with Gelato will be like moving forward.
Best regards,
Bart
Gelato Support Team
Nice products but the automatic availability update doesn't work on a reliable basis. So it might be that you sold tons of shirts over the weekend and monday they cancel all orders. No reimbursement on your loss. No proactive or realtime info that something is out of stock.
Could be so easy.
Customer service is rather quick but can't help, cause they have no insights on availability.
Hi there,
Thank you for sharing your experience with us. We’re sorry to hear about the order cancellations due to availability issues. We understand the importance of accurate stock information and acknowledge that we fell short in this instance.
The cancellations occurred because of a delay in updating stock information from our print partner, which impacted your orders. I’ve reached out to you directly to address these concerns and discuss the situation further. We’re working to enhance our processes to prevent similar issues in the future. If you need any further assistance, please feel free to contact us.
Best regards,
Bart
Gelato Support Team
I've only had issues with this app to send products to Finland. People haven't got any info when package have arrived and when ordering samples to Estonia they all got lost at the first try. I needed to uninstall since at least to Finland and especially to Estonia this is not usable. Customer service has been helpfull and app itself works. So maybe some other country it's fine but for me no.
Hi there,
Thank you for sharing your experience with us. We’re sorry to hear about the delivery issues to Finland and Estonia. After reviewing the affected orders, we found that phone numbers were not provided, so customers weren’t notified about their packages and were unable to collect them from the pick-up points in time.
I’ve reached out to you directly with more details so we can discuss this further and find a solution. We appreciate your feedback and are always working to improve our processes. If you need any further assistance, our customer service team is here to help.
Kind regards,
Bart
Gelato Support Team
No way to update prices in bulk. Requested escalation to management twice, never got contacted.
Hi there,
Thanks for taking the time to share your feedback.
We've looked into this and can see two of our senior team members have attempted to reach out to you (including one manager) highlighting the available options - we're sorry if these weren't received.
We've just sent a new email to your alternative email address with the details. If you still haven't received anything please reach out to us via apifeedback@gelato.com and we'll be happy to discuss.
Best regards,
Kyle
Head of Customer Service
I had a problem with one of the products (product damaged) in my order and they took action quickly to credit or refund that order. The Gelato team informed me of the next steps to follow when I encounter a futur issue which is really clear. My problem is the refund was made only on a Gelato wallet which only allows you to use it in a futur order in their store.
Regards
Olivier
Hello,
It's great to hear that Gelato is working well for your art print business! The team at Gelato is constantly working to improve the platform and user experience, so it's good to know that you have noticed these updates. If you have any feedback or suggestions on how they can continue to improve the platform for you and other users, feel free to reach out to our support team.
Thank you for sharing your positive experience,
Bartosz
Gelato Support Team
An update: Ultimately disappointed with their service. Unhelpful and clueless customer service. Uneven print quality. Very limited product range in the apparel category. Confusing and slow design editor that they keep changing all the time and not always for the better. Their price point is still good but that's all.
Thank you for your review! We are happy to have you on our platform. We appreciate the feedback on connecting Shopify products to Gelato - our team is working continuously to add new integrations and expand the integrations we have live, so we will provide this input to them.
We also have quite a few exciting product launches coming up in the next few weeks - stay tuned for those - and please feel free to let us know what products you'd like to see in the catalog. We are investing in the expansion of our product catalog and appreciate customer input on that.
We are here for you 24/7 as you continue to grow! Reach out anytime.
Best wishes,
Alyssa Rivera
Customer Success Director
Avoid them if you can.
+ Decent quality products.
- If you face any issues (which I have faced multiple) don't expect support to be of any help; they'll give an empty apology then avoid what you're saying.
- Their delivery isn't reliable since they don't control their network well; I've had customers place orders weeks ago and they still haven't been delivered.
- Their design tool is very clunky; it's failed to save my designs costing me hours of work, and it's generally difficult to navigate.
Hi there,
We are truly sorry for the experience you've received with us - this is very painful and not up to the standards which we set. We'd also like to thank you for providing us with this feedback, as it allows us the opportunity to learn and improve.
We'll be reaching out via email in the next 24 hours to confirm the situation and explain the actions we'll be taking to ensure we resolve your concerns, so we can return you, and your customers, to enjoying quality products.
Please don't hesitate to let us know if there's anything further we can do, and we look forward to discussing this further.
Best regards,
Kyle
Customer Service Manager