Gelato: Print on Demand

After closing my Gelato account, I had two orders stuck as "open" in Shopify even though they were already delivered. Getting this resolved took quite some effort — Gelato no longer supports email inquiries and their chat only offers a bot with no human agent option.

In the end I managed to sort it out myself. Gelato is a nice platform and I can see why it works well for many sellers, but it turned out not to be the right fit for my workflow. The pricing is on the higher end, which I understand given the on-demand model, but combined with the limited support access it made it an easy decision to move on.

I have been a Gelato customer for nearly a year with over $125,000 in sales this calendar year through their platform. Until recently, I have been largely happy with the service — product quality has been consistently good and the platform generally works well.
That makes my current experience all the more frustrating.
For several weeks I have been completely unable to publish new products to my Shopify store without performing a "Sync Products" action for every single product I attempt to add. I have contacted support at least six times, worked through every troubleshooting step suggested, and currently have open tickets with no resolution. The last two support representatives I communicated with stopped responding entirely and never followed up. Now, the situation has worsened — product sync now freezes at 1% and will not complete, leaving me fully blocked from both publishing and syncing my store.
I understand technical issues happen. What is not acceptable is weeks of silence, ghosted support agents, and open tickets going nowhere. New designs I cannot publish are revenue I cannot generate.
I am giving Gelato one final opportunity to resolve this before moving my fulfillment to another platform.

Just starting out building my online prints store , have tried a few samples to get to where i am very happy with my product , just received my latest sample , and i am very happy with outstanding quality of the print , frame ect , I had received a a package damaged in the mail, and Gelato were very quick to sort my problem out , and replace very quickly , so as a customer i would be happy with this , also had a quality issue on one sample print , but once again gelato customer support was very sufficent , i now have confidence in selling my product and find Gelatos Product of a very good quality , and pricing competitive , looking fwd to launching my store soon , knowing i have gelatos supprt behind me and look fwrd to growing a good realtionship with them , Thanks Darren okretro.au

Très bonne application pour les créateurs. La mise en ligne des produits est fluide, les maquettes sont propres et la connexion avec Shopify fonctionne sans problème. Les options d’impression sont de qualité et adaptées à une boutique artistique

The only provider I'm dealing with who actually gets my products to me with templates and mock ups I don't have to modify. Love GELATO. They are listed as my provider in all my descriptions.

Estoy super decepcionada con Gelato, al principio la impresión y el material era bueno, pero no sé que ha pasado que es horrible, la impresión viene con puntos y filetes, a veces la impresión es con DTG otras veces es un transfer, el envío cada vez es más lento, al principio tardaban muy poco en el envío ahora mismo es súper tedioso de 10 a 13 días. Los que tenemos tienda online bajo pedido no podemos esperar una buena calidad, es una loteria. Y por supuesto si los clientes se quejan adiós clientes, eres un pésimo profesional.

Sorry, ich weiß nicht warum alle so von Gelato schwärmen. Ich habe meine ersten Motive hochgeladen und mir ein Muster bestellt das auch nach knapp 8 Stunden in die Produktion ging. Soweit alles gut......

Nach 24 Stunden kam eine eMail, das meine Bestellung storniert wurde und auf Nachfrage wurde mir mitgeteilt das der Artikel überhaupt nicht vorrätig wäre. Schon mal nicht so toll, wenn das bei Kundenbestellungen passiert wird es ärgerlich.

Das Beste ist aber, das ich nach weiteren 48 Stunden eine eMail bekomme habe das meine Bestellung versandt wurde. Ein Blick in´s Dashboard zeigte aber schnell das dies nicht stimmte.

Die Bestellung ist und bleibt storniert, den gezahlten Betrag hab ich auch noch nicht zurück bekommen.

Für mich ist das kein Geschäftspartner - andere haben vielleicht mehr Glück mit Gelato

This is the best drop shipping, print on demand app for shops such as Etsy and Shopify! Prices are the best, it's so easy to set up and run, and the integration makes everything rum seamlessly! Gelato definitely has my allegiance.

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.

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!