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23 octobre 2023

CAUTION - Gelato automatically imports all current products from your store and syncs also all orders from different suppliers "as a feature". You have to deselect the option manually to import orders and you currently cannot deselect the import of all products. I cirrently have 2 gelato products and 80+ products from other suppliers, which are not the business of gelato. In times of data protection, this must be an opt-in feature to be selected with full awareness - at least an option which can be deselected...
btw, the onboarding is also quite complicated and orders will NOT be fulfilled automatically from the scratch. So, I lost a big opportunity :-(

9 mois d’utilisation de l’application
Gelato a répondu 24 octobre 2023

Hi Siegfried,

Thanks for the great call earlier. Once again, we're truly sorry about your onboarding experience, and really appreciate the feedback points which we'll use to improve.

We'll be emailing you shortly with the actions we've already taken, as well as our next steps, as we want to ensure you are delighted with our system and have the necessary tools to easily manage products and orders to your preferences.

Please don't hesitate to reach out to our Customer Service team, who are available 24/7, for anything you may need.

We look forward to supporting you.

Best regards,
Customer Service Manager

Modifié le 27 novembre 2023

I don't normally write reviews, but in this case I think it is very important that I share my experience. People say you get what you pay for and that is true with Gelato. I placed an order of fifteen 11oz mugs for a boutique according to Gelato's schedule to arrive before Black Friday. No biggie for a company of this size. Their printing partner split the order of 15 mugs into 3 packages. AND DID NOT SHIP THEM ALL TOGETHER. They waited 6 & 7 days between shipments. I received 2 boxes of 3 mugs today, (6 total), on Black Friday. I have no idea when I am getting the other 9. When I opened the boxes, Wow! The print quality is terrible. The colors are off and way to light. I did double-check the print quality using Gelato's 3D and regular mockups with customer service before I placed my order to make sure there was enough saturation to get a good print. The customer service assured me there was, and my mugs would print with the regular mockup quality, not the 3D which was terrible.. They did not. Not only that, but this partial order of 6 mugs contains SOME that are 11oz and SOME that are 15oz. THEY SENT TWO DIFFERENT SIZES!!! This order of 15, 11oz mugs are not uniform in size or quality of color print. Also, the packaging is terrible and not uniform. Some of the mugs are in brown boxes with bubble wrapped. Two of the mugs came squeezed into boxes that are too small and held together with packing tape. I gave them 1 star because their customer service responds quickly. However, Gelato seems to have no communication, control or oversight of their printing partner.
I installed this app and was also going to use this company for cell phone cases, but as an independent artist who works with bold colors, I cannot put my name onto anything from this company. They have no concern for the quality of the items they sell only the quantity.
This company has embarrassed me with a client and put me into a bind, because I cannot possibly display/sell mismatched colors/sizes of mugs, and I have missed my deadline. They have cost me countless hours of aggravation, phone calls, follow-ups, sales and now time as I have to redo all of my cell phone templates.
If you are a small business owner, independent artist like myself or startup, I would really think twice before relying on this company. We really get one chance to make a first impression and they have cost me dearly. I cannot recommend this app or this company.
UPDATE 11/27/2023
I finally received the rest of my order from Gelato. Not only was it a mismatch of mug sizes, the order was missing three items. RECAP: I ordered fifteen (15) 11oz mugs. From that order I was actually sent eight (8) 15oz mugs & three (3) 11oz mugs. Total of 12 mugs . MISSING 3 ITEMS. I don't carry 15oz mugs so this is an issue as is the poor print quality on all of the items I have received. It is quite apparent that Gelato takes your money and washes its hands of the final outcome. It would appear as if their printing partner never read or checked my order before shipment and just threw whatever they had available in these shipment boxes. Gelato did refund my money with very little fuss, which leads me to believe this kind of disfunction is normal for them. On a final note, while customer service is available, on three different occasions they did say they would "investigate" and get back to me. They never did.
I now need to reorder everything with less than 4 weeks before the holiday season. If you are an artisan, artist or small business owner who depends on your production partners to be reliable with quality merchandise, I CANNOT STRESS ENOUGH to go elsewhere. There are better companies out there. I usually use a different POD company and will be running back to them. Do your homework. Less expensive isn't always better. Sometimes it is just cheaper, but will cost you a bunch.

Deborah E Mixed Media
10 jours d’utilisation de l’application
Gelato a répondu 25 novembre 2023

Hi Deborah,

We are truly sorry to hear about the experience you've had with your first order. This is definitely not the service we want to provide, and very far from the consistent performance we usually provide. Thank you for providing us with this feedback, and allowing us the chance to investigate, learn and improve.

We've reached out directly via email to gather further information and provide details on our next steps, and will ensure we follow up on these points until we reach a level 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,
Customer Service Manager

22 novembre 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!!

2 mois d’utilisation de l’application
Gelato a répondu 24 novembre 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,
Customer Service Manager

24 août 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
14 minutes d’utilisation de l’application
Gelato a répondu 28 août 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,
Escalations Manager

7 juin 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.

3 mois d’utilisation de l’application
Gelato a répondu 8 juin 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,
Customer Service Manager

27 décembre 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.

2 mois d’utilisation de l’application
Gelato a répondu 28 décembre 2022


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,
Escalations Manager

24 avril 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
Environ 7 heures d’utilisation de l’application
Gelato a répondu 24 avril 2023


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,
Gelato Support Team

27 octobre 2021

Gelato can be good, but it can also be very bad. I was having a great experience for the first week, then Gelato started cancelling orders without notice (Customer pays, Gelato prints, Gelato Cancels without reason). Shipping time takes about 14 days for most of our orders, unwarranted cancellations have spontaneously shown up, and the live chat support has been useless as well. I do not recommend this app, use printful or a more reputable company.

Hop Lexington
Presque 2 ans d’utilisation de l’application
Gelato a répondu 30 octobre 2021


Firstly, we are very sorry that you have experienced this problem. Thank you for your time on the phone to provide more details - we appreciate the feedback very much as it helps us to build a better service for you and all our customers. As we discussed, few of your recent orders are re-routed to a different production partner and we expect the order to be delivered soon. We will track and followup until the order is delivered.

Once again, thank you for your feedback and  for helping us to improve.

Customer Service Manager

Modifié le 18 février 2022

After months of use Gelato's app software doesn't work and the customer service has no answers, always. Every facet of Ecommerce has failed with Gelato from start to finish, payment, print quality, inventory accuracy and logistics. Over 10 customer complaints for print quality. They refuse to do reprints forcing you to refund orders. Their frames are not synced with inventory across Europe. Unprofessional, unorganized and unreliable. Its torturous interference partnering with Gelato.

Special Gallery
7 mois d’utilisation de l’application
Gelato a répondu 9 août 2021

Thanks for your review! We are soon launching new features to make the integration experience even easier. If you need guidance or tips to grow further, we are here to support you 24/7. Best, Achille

26 mai 2022

Endless problems with print quality and damaged prints. I used gelato for hundreds of photo, aluminium, and acrylic prints. I'm having to move my services to other providers after endless problems with items arriving damaged in post, and poor print quality.
"Museum Quality" prints are often scuffed and scratched. They do not appear to be high quality. Packaging is typically in a corrugated cardboard envelope that bends easily and damages the print. Gelato will offer reprints on damaged items for free, but often these reprints arrive with the same problems.
Wooden frames are extremely cheap, wood colour does not match that on the website.
"Aluminium Dibond" prints in New Zealand and Australia are not printed on 3mm dibond as advertised, but directly onto 1mm aluminium sheet. Again this often arrives bent. Packaging often has no corner protection. Occasionally the mounting bracket is attached upside down.
The app is intuitive and responsive. Customer service is excellent. But these don't help if the end products have such quality control issues.

7 mois d’utilisation de l’application
Gelato a répondu 28 mai 2022

Hi Charles,

Thank you for your review and for your feedback.

We’re sorry to hear that there has been repeat damage to your orders. We report every error internally to ensure our team can identify and action any areas of need as soon as possible.

We really appreciate the trust put in us, and have reached out to you directly, as we would love the opportunity to chat about your situation in more depth, and find a solution for you and your customers.

Our support team will continue to be here 24/7 to help via email or live chat should you need anything.

Best regards,
Customer Service Manager