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Everything worked well for a while, but once we hit December, Gelato started missing ship/delivery dates. We have orders placed a month ago that still haven't shipped.
Their customer support apologized and told us to check each order's updated estimated delivery date. Of course, that's meaningless because Gelato simply kept updating the delivery date later and later.
Use this app if you'd like hundreds of angry customers wondering where their orders are weeks later.
Hi,
We are truly sorry to hear about the experience you've had with us - we aim for complete transparency, and are always striving to provide a reliable service. Thank you for providing us with this feedback and allowing us to investigate, learn and improve.
We've reached out directly via email with the actions we've already taken, as well as our next steps. I would like to clarify that these production times are not up to our usual standards, as even though we took action to resolve this, there were some isolated delays during this holiday season. This is now cleared, so we hope we can return to providing you with our usual lightning-fast turnaround and delivery.
Please don't hesitate to reach out to us 24/7, for anything you may need. We look forward to supporting you in the future.
Best regards,
Kyle
Head of Customer Service
Die App hat uns auf ganzer Linie enttäuscht. Sie führte dazu, dass unser Buy Button nicht mehr funktioniert hat, was unseren Shop mehrere Tage lahm gelegt hat. Leider keine Option.
Hallo,
Es tut uns wirklich leid, dass unsere App Probleme mit Ihrem Kaufen-Button verursacht hat – das ist definitiv nicht unser Ziel. Wir haben das Problem unsererseits umgehend behoben. Wenn Sie jedoch immer noch Probleme haben, hängt es möglicherweise mit dem Design Ihres Shops zusammen.
Auch wenn Sie Gelato deinstalliert haben, helfen wir Ihnen gerne bei der Lösung des Problems. Kontaktieren Sie uns gerne unter apifeedback@gelato.com und wir werden unser Bestes tun, um alles richtig zu machen.
Vielen Dank, dass Sie uns darauf aufmerksam gemacht haben. Wir entschuldigen uns für etwaige Unannehmlichkeiten.
Mit freundlichen Grüße,
Bart
Gelato Support Team
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!!
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,
Kyle
Customer Service Manager
I removed the app a year ago and just realized you were charging me for an entire year $14.99/mo. I checked the account and it showed I didn't have a subscription because I canceled it a year ago. SO SHADY.
Hi there,
We're sorry to hear you've had an unexpected experience with us.
We've reached out to clarify the account the subscription was under, and have provided you with a refund as we can see it was intentional, and not your primary account.
If there's anything further we can do please let us know.
Best regards,
Kyle
Head of Customer Service
**ACHTUNG ACHTUNG!!!**
Gelato hat gravierende Probleme beim Tracking und blockiert den AddToCart-Event in unseren Shops. Seit sieben Tagen haben wir plötzlich fast kein Tracking mehr vom AddToCart-Event. Nach vielen Kontakten mit Shopify und unseren Entwicklern wurde das Problem identifiziert: Gelato blockiert einfach unseren AddToCart-Event. Unglaublich!
Wir haben völlig falsche Daten erhalten, und unsere Werbeanzeigen sind total abgestürzt. Dies hat uns echten Schaden zugefügt, da unsere Werbeperformance stark eingebrochen ist. Zudem mussten wir viel Geld für unsere Entwickler ausgeben, die jedes Skript einzeln deaktivieren mussten, um die Ursache des Problems zu finden.
Wir werden auf keinen Fall wieder mit Gelato zusammenarbeiten, wenn sie nicht in der Lage sind, das Tracking richtig einzustellen. Das Tracking ist eine der wichtigsten Komponenten im E-Commerce, und Gelato blockiert es einfach. Unglaublich!
Guten Tag!
Es tut uns sehr leid zu hören, dass Sie solche Probleme mit dem Tracking hatten. Wir verstehen, wie wichtig das Tracking für Ihr Geschäft und Ihre Werbekampagnen ist. Dieses Problem hat höchste Priorität für uns, und wir arbeiten intensiv daran, eine Lösung zu finden.
Wir haben unser Support-Team bereits informiert und werden uns umgehend bei Ihnen melden, um die Situation zu klären und die notwendigen Schritte zu unternehmen. Nochmals Entschuldigung für die Unannehmlichkeiten. Wir schätzen Ihr Feedback und werden alles tun, um das Problem schnell zu beheben.
Mit besten Grüßen,
Michal
Gelato Support Team
Excelente calidad de impresión, muy buen papel. Pésimo servicio de encomienda. El sobre fue metido a la fuerza en el buzón, lo que terminó por arruinar todas las impresiones.
Hola,
Gracias por la encantadora llamada anterior y por compartir todos los comentarios sobre su experiencia; realmente lo apreciamos ya que nos brinda la oportunidad de aprender y mejorar.
Una vez más, me gustaría disculparme por la entrega original y esperamos brindarles una experiencia que cumpla con nuestras expectativas habituales y avancemos. Si necesita algo mientras tanto, no dude en hacérnoslo saber.
Atentamente,
Kyle
Jefe de servicio al cliente
Gelato is running an illegal scam business. They are illegally charging 9% VAT on my orders that are being shipped to US addresses from US fulfillment center. I will be filing an official complaint of theirs. Even after repeatedly notifying support on this issue, this still hasn't been fixed. In the name of tax, they are profiting. Additionally I have been charged 4x shipping they are advertising. For instance, they show 6$ shipping on framed posters, but charging 24$ for shipping. Fake stock availability - For framed posters, they show all frames are in stock. Once I placed the order, they cancelled my order after 4 days saying it's out of stock. Enough of taking your customers for granted. These businesses have no idea how much pain they cause to their customers by providing substandard services. I have invested so much in advertising the product and it took them a second to cancel my order. Order #G-210520214654
This review has been reported to Shopify as being fraudulent. The same review was also submitted on Trustpilot and they have now removed it after their investigation. We are awaiting Shopify to take action and their response below:
“We take claims regarding fake and inappropriate reviews very seriously as they undermine the integrity of Shopify’s App Store. Any reviews that are reported to be abusive or a conflict of interest are investigated and actioned as appropriate. I've made note of your experience and our teams will be looking further into what happened. If the review is legitimate it will remain on the app store, and if the review is fraudulent we'll be sure to action as appropriate.”
AVOID THEM AT ANY COST! Gelato is a big time scammer and they have no control over their printing partners. All they do is COVID COVID COVID. They are advertising fake Dec 10 deadlines for Christmas orders and now the orders placed on Dec 3 shows estimated delivery of 29th (this is fake too and keeps on extending). They will take your money and forget about orders. 11 days and they couldn't even ship a print. And don't even try to reach out to me again. I am done with you SCAMMERS! You guys have ruined my business and they will ruin yours.
Hi,
We are sorry to read this type of review. We try to always be genuine and honest in our communication. It is extremely rare to get this type of review, but we of course will try to relate to your feelings about your experience with Gelato in a professional way.
You are obviously very frustrated about the impact of COVID-19 and so are we. We are not only frustrated, but we are deeply concerned since some of our team members and employees at our partners are impacted personally by the disease. Our priority has and will continue to be the health and safety of all team members and partners working with Gelato orders.
Some of the impact of this pandemic- apart from the well being of the community- is felt with fewer staff members at our print partners, a boom in global eCommerce, and general delays at most major logistics providers. We always seek to improve our operations and our communication with customers about their order status, but unfortunately we cannot influence these global factors impacting production and transportation.
We have identified 2 orders in your account that are delayed. We have reached out to you separately via email with an update about these 2 orders including all actions underway for the delivery of these orders.
Best Regards,
Achille Mileto
Head of Customer Advocacy
Gelato
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.
Hi,
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.
Regards,
Kyle
Customer Service Manager
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 :-(
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,
Kyle
Customer Service Manager