Gelato: Print on Demand , 673 recensioni
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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.
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
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..
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"
Not long after I posted my previous review one of their team members contacted me with some clarity and possible other options on their website that I might find interesting, which was super helpful.. he was also very understanding of my concerns and business model. Good job gelato, good job.
Hi,
Thank you for your feedback and for being open to re-evaluating the rating.
I am really glad you found our phone conversation useful. Should you need any further support or guidance, don't hesitate to reach out to us again - we'll be happy to help!
Best regards,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
I had a lot of conversation with Gelato about a few issues, one of which was never resolved. Pros:
-Quality prints (sample test);
-Very fast service in the USA and a satisfied customer (one sale only with Gelato);
-Good communication (chat help line);
-Integration with Shopify works well. Cons:
-Prices are constantly changing;
-A price bug (big increase) which was fixed a few days later (after multiple communications);
-Problem of shipping to Canada - more than a month for delivery with Purolator - it's important to me, I am Canadian;
- Inability to integrate with Amazon. In summary, I am satisfied, but since I have Canadian and American customers, the delivery time to Canada worries me. Because of this issue, I am looking for a POD that can deliver to Canada faster. Then as I will start to sell on Amazon, the fact that it does not allow integration at the moment, is not positive.
Hi,
Thank you for your review and investing time in organizing this feedback.
We recognize your frustrations and would like to bring some context and explanation - more for the future and your trust in Gelato going forward than trying to excuse ourselves for the past events.
Q4 2020 was the most difficult quarter in our history. Due to COVID-19 our supply chains were fragile and demand on delivery services and raw material led to significant price increase. We were generally helped by local production and delivered with good precision but at surcharges from all delivery suppliers. We adjusted some of our prices based upon that. Our ambition, as we move towards a more normal world, is to continue, as we always have, to provide our customers with the most competitive offer in the market.
In Canada specifically, we experienced all the challenges above and more. Weather made on-time delivery really hard. Production partners could not cope so we had to ship from the US (we are fixing this now and activating this week full production yet again in Canada. You helped us with your feedback to push for this internally in Gelato - thank you :-) )
On Amazon specifically, we actually do integrate thanks to our partnership with OrderDesk. Now, the core of your criticism is that we do not then effectively inform you and customers about that. We have worked to fix that and updated our pages on Friday, January 15th.
We have reached out to you separately to discuss and support on all of this in more detail. We will work until we have found a solution to each specific issue you have raised.
Once again, thanks for helping us become a better company!
Best,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
I have been using Gelato for a few months with mixed results. 1 - More than half of my customers' orders arrived heavily damaged - while the box was not damaged, indicating the printers damaged the product and thought it was ok to ship it like that. Thankfully, Gelato has always been very good at refunding me for replacing orders, but it has left my customers with a bad first impression. With one customer, her replacement was also damaged so I had to have a third one sent to her. It also means a lot of extra work for me. 2 - Prices for the items I sell often fluctuate - sometimes dramatically - without notice. Recently, after having gone up significantly (one item went from $43 to $62) almost all of the prices have been slowly creeping up. Making it really difficult to set my pricing and plan properly. I brought these price jumps to their attention several times and always get a generic answer like "That does look strange, we'll forward this to the appropriate department", after which I never get a satisfactory answer or solution. 3 - The aluminum prints are very nice, with great printing quality. It seems some of the sizes ship from Canada and arrive very quickly and in great condition, while other sizes ship from the US, take a long time to arrive, and almost always arrive damaged, as mentioned above. 4 - The app is good to use and the product display images are great. I would love to continue using Gelato because my customers really like the aluminum prints (when they are not damaged), but a few things are making it rather frustrating to use. I will happily change my star rating if these issues are properly resolved!
**UPDATE**
Achille from Gelato reached out to me to address my concerns and he was very patient and we had a video conversation. I really appreciate the time he took and that he followed up by explaining the price changes were caused by an introductory signup discount that had not been clearly communicated to me before. He apologized for the lack of previous communication and promised to do better in the future. He assured me that they have not had a significant number of complaints about damaged orders so it was probably just very bad luck on my part. I'm currently in the process of redesigning my shop and introducing new products so have not had more sales since to confirm that quality control is not an issue. I will update again when I've had satisfactory quality control, but as I said before, I appreciate that they always refund quickly for replacing damaged orders.
Hi,
First of all, thank you so much for taking the time to share your honest feedback - we really appreciate it!
At the same time, I am really sorry to hear about your experience with us so far and I would like to offer my personal support to ensure these issues are clarified and solved. In response to your points:
1. Damaged orders: I am extremely sorry that these orders were damaged - this should have never happened. I took a look at your account and your contacts to our Customer Support team and I can see 2 orders reported as damaged, both of which have been refunded. Also, we have reported this incident internally to ensure it doesn't happen again - we take these issues very seriously as we appreciate how they reflect on your customers' experience.
2. Price discrepancy: I perfectly understand how important it is for you to have stable and reliable pricing for products and shipping. I will contact you separately to ensure I have all the elements (e.g. what products and orders were affected) and then conduct an internal investigation with our pricing team to clarify what happened.
3. Aluminum prints: Here too, it would be great to know more about the specific orders for us to be able to investigate further. I will contact you separately to collect this info.
4. App and mockups: Great to hear this! I will pass the feedback on to our digital product team. I'm sure they will be thrilled to hear.
Looking forward to connecting with you to clarify the points. Once again, thanks a lot for the fantastic feedback.
Best,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
Just getting started with Gelato - they called me today to offer extensive support which is wonderful so we can get our colour profiles correct. We are trialling a few of their products and have high hopes of building a wonderful business with them. We will update our review over time with how we get on, but we have made a start and their local delivery and integration with Shopify is a great benefit and much better than the competition as they produce and ship locally in so many countries. A UK customer will expect a product to ship from the UK, whilst a EU or USA customer will also expect local delivery (avoiding tax and delays) and Gelato offer this. We are excited by the potential here.
Hi,
First of all, thank you for taking the time to write a review and provide your detailed feedback. You have already provided fantastic insights to the team.
It was a pleasure speaking with you on the phone today and learning about your plans to deliver a much better apparel experience for your customers.
Cross-continent shipments are unfortunately too common in the print-on-demand apparel industry. At Gelato, we always want to avoid this but sometimes the specific item is sold out and then we send it from other countries. The good news is that in March and April 2021 we are adding 7 new partners for apparel in the EU, North America, and South America. This will significantly reduce the risk for cross-border shipments.
It is customers like you that allow us to improve and become a better partner for our customers.
Thanks!
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
The integration with Shopify works impeccably. Things that I would change:
- If you published a product with shipping included, you cannot change the option later
- for the personalize design the image resizing tool behaves weird. Over all, I'm pretty happy with it by now.
Hi, thanks for your review! We're glad that you're happy with our app. One of our colleagues has gotten in touch with you to learn more about how we can make your experience a 5* one. Kind regards, Adeline
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.
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
I am updating my review. Gelato reached out to me and addressed my concerns. Company staff called and worked with me. Two of the issues have been resolved and the third is well on its way to a solution. If you are looking for a company to quickly address and fix issues, I recommend Gelato.
Thank you for your feedback and for being open to re-evaluating the rating. We are glad we were able to clarify the issues quickly. We are here to support and ensure that your store becomes a success - please continue to share your feedback and we will continue to improve the service for everyone. Best, Achille
Integration is not automatic when customers make an order in my store.
Also, the address field only allows 35 chars, which means that in most cases you have to change your customers' orders for the address to fit the available address fields.
Mug packaging is not great. Only cardboard around it, there's no bubble wrap or other kind of fragile material protection. That's not good at all and the sample I've ordered has reached me broken.
Even though there's production in my country, all the orders so far have come from Germany. This leads to slower delivery times for me and my clients, which shouldn't be needed if there's production in Portugal.
Other than these issues, Gelato is exactly what I was looking for and I do plan to keep using it for my small business. It does still have room to improve and that's why I'm leaving that feedback here.
Hello,
Thank you for sharing your feedback with us. We apologize for any inconvenience you've experienced with the integration not being automatic when customers place orders on your store. We understand the importance of a seamless integration and we're continuously working to improve this process.
Regarding the address field limitation, we apologize for the inconvenience caused by the character limit. We'll take your feedback into consideration as we explore options for expanding the address field to accommodate longer addresses.
We're sorry to hear about the issue with the packaging of the mugs and the broken sample you received. We'll review our packaging protocols to ensure better protection during transit and minimize the risk of breakage.
We understand that delivery times are important, and we're actively working on optimizing our production and distribution network to provide faster delivery options in various regions, including Portugal.
We appreciate your valuable feedback as it helps us identify areas where we can improve our services. We're committed to providing the best possible experience for our customers, and your input is instrumental in that process. If you have any further suggestions or concerns, please don't hesitate to reach out to our customer support team.
Thank you for choosing Gelato for your business, and we look forward to serving you better in the future,
Bartosz
Gelato Support Team