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Please can you send the A3 format (11.7x16.5) in a tube ? Because the posters arrive torn or crumpled when they are in cardboard. Thank you
Hi,
Thanks for your feedback and sorry to hear about the issue with your order.
This kind of feedback, paired with constant monitoring of data from our global network, has helped us to improve our service. We are glad to inform you that we now ship posters larger than A4 (i.e. also A3!) in a tube instead of a flat packaging.
There are some small exceptions in certain markets for which we use either a tube plus shipping roll or a triangular/rectangular box due to local requirements. You can find more details here: https://apisupport.gelato.com/hc/en-us/articles/360013857939-How-are-the-orders-packaged-for-shipping-
Once again, thank you for your great feedback and please do not hesitate to reach out to us again if there is anything else we can do to support you.
Thanks!
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
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
So far so good. Still early but lots of flexible helpful options and much still to explore. Have placed first order to monitor fulfilment process. Again, so far so good.
Hello, thank you for the review. We're glad to hear you enjoy Gelato so far, and we hope you will enjoy even more after you'll get familiar with all the features and capabilities! In case you'd need help, we're available 24/7. Thanks, Bartosz
Sadly, very disappointing.
I ordered a sample order of one of my products, and the print quality was terrible. It looked as though the printer had run out of ink halfway through the printing process. I can also see that a mistake had been covered up with the new faded print on top! - Just awful.
I will definitely be uninstalling Gelato from integrating with my store, as I will be very embarrassed for any of my customers to receive such a low-quality print standard, and of course, with my brand name on it!!!
Such a shame.
Hello,
Thank you for taking the time to share your feedback, and leave this review.
I am so sorry to hear about this experience - this should have never happened.
I've checked the system, and while I was able to find your order, I'm afraid you didn't have a chance to report this issue to our Support Team.
I've now followed up with. you offline, hoping I could get some pictures of the received item, what would enable me to investigate this further.
Please know, that Gelato products are covered by 30-days guarantee, and we provide refunds for products not meeting the quality standards, what was also done by me now in that case.
I hope to hear back from you soon, and I'm sure that after we get to the root cause - we'll be able to sort this our for you.
Thank you,
Bartosz
Escalations Manager
I love the integration. It works seamlessly. The only concern is the flat rate shipping. Your Shopify store charges a flat rate but the actual shipping cost would vary by weight and there's no way to solve this other than editing shipping profiles for each product and each shipping zone which is quite tedious
Thanks for the review. It's great to hear your thoughts and feedback. We're reaching out with more information on how you can test out our "live shipping rates" which is a great solution to avoid editing the rates manually. If you have any questions our team is available 24/7. Kind regards, Kyle.
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