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App claims to do 3 day shipping but in reality fulfillment in Canada takes a week and often item doesn't arrive for 1.5 to 2 weeks. Editing products if you make a mistake is difficult, have to start over from scratch and cannot delete the incorrect item just have to select "ignore" which means you then have duplicates of the item visible in Gelato. Customer service only by email now (Previously would have live chat). No phone numbers if you run into an issue takes them an day to email you back. Had to pull tote bags from my store because quality was so bad. I Don't recommend this app.
Hi,
To start with, we were saddened to read about the frustration you've had getting started with on-demand fulfillment. Our team is here to clarify how certain processes work on our platform to avoid these delays in the future, and hope that in doing so, you will give us the opportunity to re-earn your trust.
We are glad to see that you did find our Live Chat support after posting this - available 24/7 here: https://apisupport.gelato.com/hc/en-us/articles/360017261160-How-do-I-contact-Gelato- - and that we were able to begin to work together to get your clients their orders.
As was clarified on the chat, the long delivery time was due to a misunderstanding on connecting your products via your Shopify store, which meant Gelato never received your order. We have shared information on how to correctly connect products so that Gelato will receive them for fulfillment, are happy to walk through it on a video call so we can make sure all your products are now correctly connected.
Our team has coordinated directly with our partners to produce the orders right away and will expedite delivery to your customers at no cost to you.
We understand that we could make it clearer to ignore products and avoid these misunderstandings. Our engineering team is using your feedback to improve this part of the platform.
We also appreciate the feedback on our tote bags. As we mentioned in our messages to you, we will be launching a wide range of tote bags in the next few weeks. We would be happy to work with you to find a tote bag that meets your needs.
We've reached out to you on the phone but weren’t able to connect yet. We have shared our direct contact information to discuss your feedback and the growth of your store in more detail - please feel free to reach out anytime.
We are striving to improve our service every day, and I hope you'll give us the chance to earn your trust again.
Best,
Alyssa Rivera
Customer Service Director
Gelato
I've been waiting for their technical team to help me with an issue for over a week and I'm constantly being told my request is being escalated. Good to know where their priorities lie.
Hi
First of all I am sorry for not providing a faster public response. We have tried to come in contact with you but without success.
Our technical team has worked intensively and have now provided a solution for your issue. The detailed information was sent directly to you.
Our team and I are available anytime to provide immediate assistance if you need any further support.
Regards,
Pradeep
Head of Customer Success
I was working for 4 hours on a calendar, page crashed, all work was gone. Nothing was saved on this app, not even early stages development of this calendar, all my work for nothing. Does it mean that you need to work on everything and only during one session, then publish it on your store in order to view and edit it again??? Or maybe, i did not reach that point... any clarification about that? I did not dare creating any other product after this.
Hi,
Firstly, we are very sorry to hear that you have had this experience. I can understand how frustrating this must be.
Your feedback is valid and very insightful for us. Our development team is looking to see how we can implement features with our editor to improve this experience for you and all our customers. We have reached out to you by email and shared possibilities to upload PDF, or save the designs in the editor. We are awaiting your response. Know that you can reply to us via email or call anytime.
Thank you again for your feedback and we look forward to the opportunity to turn your experience into a positive one.
Regards,
Monika
Gelato Support
Usually support responds in a timely manner and sometimes you have to remind them. I got a hold of support 12 days ago with an inquiry and I still have not received a response to my question. I checked in with them 5 days ago and I was told that the matter had been escalated to their technical team. I have not heard back from them since. Seriously considering not using them anymore.
Hi,
Thanks for your feedback and sorry to hear about your disappointment.
I can see that we actually did provide a reply to your specific case on November 11th. Could you please double-check that you actually haven't received it?
The issue you experienced has been resolved by our technical support team. Please let us know if there is anything else we can do to support you at this time.
Best regards,
Achille Mileto
Head of Customer Advocacy
Gelato