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Absolute garbage support, and as of the time of this writing Gelato has yet to return my call for help on a MAJOR ISSUE that is literally a LEGAL LANDMINE for their entire company. They INCREASED PRICES DRASTICALLY on a variety of items with ZERO COMMUNICATION. I only found this out by doing an internal audit and stumbling over it by accident. Many of my posters had shot up by more than 40% cost with NO email and NO announcement. Imagine how many countless were affected, and yet they go on with business as usual. This is a class action lawsuit waiting to happen, and if nothing gets resolved and no changes are made then that shows they have lost their desire to help anyone and have succumbed to total greed. It is shameful how absolutely sloppy with their business and clients who give them revenue they have become. Many of my products are also priced DIFFERENT PRICES even for the same thing, depending on when they were created, and the dashboard price actually is INCORRECT and shows a lower price than it actually is. A year ago (early 2025) you could talk to someone immediately in their chat. Now, consistently, you can NEVER get anyone and it's always "our team members are busy" and you have to chat with the chatbot, which even if it refers you to a real person -- that person never answers you back or takes weeks to respond. HORRIBLE and SHAME on you for such poor quality service!
constant payment issues when i have a positive balance and auto replenish set up.
Customer service takes over a week to respond. Printful isn't great but go back to it because Gelato is worse
Hi there,
Thank you for sharing your feedback - we're sorry for the poor experience you had and for the delayed resolution of your payment issues.
I would like to clarify that the payment problems occured because automatic top-ups were not enabled, which caused the orders to fail due to insufficient balance in the Gelato Wallet.
We have also contacted you internally with more details.
Best regards,
Andrzej
Gelato Support Team
The print quality is very low. Some products have smudged ink, and it's clear they will wear out after just a few washes. It took a long time to arrive, and I imagined that for the price, the product would be much higher quality. I can't offer this level of quality to my customers. High cost, slow delivery, and poor quality.
Hi there,
Thank you for sharing your feedback. We’re sorry to hear that your experience didn’t meet your expectations, particularly regarding print quality, durability, and delivery times. This is certainly not the standard we aim to deliver, and we understand why this would be disappointing when offering products to your own customers.
While production quality and delivery timelines can vary depending on the product and fulfillment location, we take concerns about print quality very seriously and continuously work with our partners to improve consistency and outcomes.
If you’re open to it, our team would appreciate the opportunity to review this feedback in more detail. You can reach us directly at apifeedback@gelato.com
.
Thank you again for taking the time to leave a review.
Kind regards,
Michal
Gelato Support Team
Very poor experience with customer service. Issues with not updating stock and out of stock orders being placed. Lack of communication with support, refusing to refund even when I showed previous communications stating the items were out of stock. The following day advised it was out of stock like I had stated, blamed the app for not working and I stated i wasnt receiving information from the app.
Overall a stressful experience, while quality was good I wont be using them in the future.
After uninstalling this plugin, I had a bunch of manual cleanup to do, including delete 40+ shipping profiles one at a time. UGH!
Hi there,
Thank you for taking the time to share this feedback. We’re sorry to hear about the frustration caused by the manual cleanup required after uninstalling the app - we understand how time-consuming and inconvenient that experience can be.
Your comments are valuable, and feedback like this helps highlight areas where the app experience can be improved, particularly around store cleanup and uninstall behavior. We’re continuously working to make setup and removal as smooth as possible.
If you’d like to share more details or have additional feedback, you can contact us directly at apifeedback@gelato.com
Kind regards,
Michal
Gelato Support Team
WARNING! Gelato intentionally does not remove out of stock inventory, knowingly overselling products at the user's expense. This tactic is straightforward to maintain high sales, while the user must handle customers who cannot receive their orders. Additionally, they do not refund out-of-stock items, forcing the user to deal with customers and absorb the costs. This has been a known issue for years, and customer support claims they are working on it; however, they often avoid providing further details and attempt to close the chat.
Horrible customer service. They respond more quickly to reviews here than they do in their customer service ecosystem. The chat function keeps you in a useless AI support loop, making it difficult to contact a live agent.
Hello,
We’re very sorry to hear about your experience and for the frustration caused while trying to reach our support team. This is not the level of service we strive to provide. Your feedback is valuable and has been shared internally to help us improve both communication and stock visibility.
We have reached out to you directly by email to review your case in detail and offer support.
Kind regards,
Michal
Gelato Support Team
Gelato has unfortunately become an unreliable PoD partner.
- approaching almost 1 month delay
- no communication whatsoever, only “we are verifying, thanks for your patience”
- no transparency, no direct access to printing studios they use and thus no way to evaluate their individual quality
- no easy access to support, everything is designed to land with annoying and redundant chat bots and the apparent human support is so far useless,
- with the above, it is inevitable to feel hopeless if (when) an issue happens with Gelato
Look for another PoD partner.
Complicated, lots of pop-ups, cant select more than 1 mockup and when finally added it appears out of stock on my site.
Hi there,
I’m really sorry to hear that you found the platform complicated and experienced issues with mockup selection and products showing as out of stock on your site.
We’ve reached out to you via email to help troubleshoot these issues and ensure your setup runs smoothly. Please get in touch with us so we can work to resolve this.
Kind Regards,
Andrzej
Gelato Support Team
Horrible
Customer service has been a major disappointment. Products for product shoots were posted but never arrived being told that the products were sent. Some products have arrived damage, stained or with the wrong colours printed.
My store had its products disconnected due to a problem with Gelato and now I can no longer fulfill orders required. Now, I need to redesign more than 400 products because of this backend error by Gelato. It has almost crippled my business. Not happy at all - just disappointed all around.