Algemene beoordeling
Cijfers per recensieniveau
  • 78% recensies zijn 5 sterren
  • 9% recensies zijn 4 sterren
  • 3% recensies zijn 3 sterren
  • 4% recensies zijn 2 sterren
  • 7% recensies zijn 1 sterren
24 augustus 2023

I've been using (or trying to use) Gelato with a few different stores now. And a few things leave a sour taste in my mouth.
They don't actually blind ship. There appears to be no way to actually have my company address as the sender for manual orders. This has left to angry customers accusing me of ripping them off. The help service wanted proof of this and refused to help me. So for me to NOT have their printing partners address slapped over everything, I have to ship the order to me, then repackage, then ship out to my customer which is a total freaking joke. So by the time I've paid, $15 for a mug plus incredibly high shipping rates from the mug place within my own city to me, repackaging and reposting I'm losing money.

It takes multiple attempts to get the colors right. This might just be an issue with the NZ print partner they use, but I often have to refund and reorder 5 or 6 times before it is right.

Customer service is hit and miss. Unless you are dealing with the higher ups, it really feels like their help team doesn't care about your issues and just wants to pass the buck.

Once you get the products the way you want, they are good quality but again - this is very hit and miss with individual print partners. All in all this company is a headache to to deal with and I don't recommend them if you need to blind ship because they will cost you time and money.

By Stacey Rose
14 minuten gebruiken de app
Gelato heeft geantwoord 28 augustus 2023

Hello Stacey,

We're really sorry to hear about your experience, and we'd love to make it up for you.

Having closer look at this case, we've noticed chat conversations in regards to that matter. Due to our internal procedures around storing customer's data and retention, we currently do not have access to the shipping label generated for order placed in March. Our Agents tried to ask for the picture of shipping label, so we can further investigate the mentioned issue. Without it, it is harder for us to troubleshoot and find the root cause.

We're also very sorry that you've faced issues with your initial order last September. Since then, we have improved a lot of things, to ensure produced items will meet expectations. We can see the march order was placed for the very similar design (different color), and I hope that even though you've faced a return address issue - the quality of the received mug met your expectations. It was produced at the same facility, as the first order.

I will reach out to you personally, so we can get to the root cause of the shipping label issue. We offer 100% white-label service, so it something went wrong - we will fix it.

Best regards,
Escalations Manager

24 april 2023

Hello, I accidently transfered one of my product on your app and I can't find it anymore on my shopify store.
What is going on? Could you be nice enough to contact me and tell me why I can't get it back in my stock?

We the future
Ongeveer 7 uur gebruiken de app
Gelato heeft geantwoord 24 april 2023


My name is Bartosz, and I'm the Escalations Manager at Gelato.
We're sorry to hear you've faced an inconvenience while using the app.

I was able to identify your account, and reached out personally via email 3 times - however, I'm afraid I didn't receive reply.

Our system may sometimes work in unexpected way, especially in the beginning, when the platform is unknown and users need to spend time learning how to use and navigate within the platform. We strive to constantly improve ease of use, but in cases something is causing confusion - our Support Team is happy to assist you 24/7.

We hope that you will consider giving Gelato one more try, and we would be honoured to have a chance to make the bad experience up for you.

Thank you,
Gelato Support Team

27 december 2022

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.

Verenigd Koninkrijk
2 maanden gebruiken de app
Gelato heeft geantwoord 28 december 2022


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,
Escalations Manager

22 oktober 2022

They are using deceptive marketing tactics. I built an entire site around their claim that their totes are delivered in 3 days. After building everything out I placed and order myself and the delivery date was over 2 weeks out because rather than use a US print house (I live in CA) they printed it over sees somewhere. Would not recommend them. They are not transparent and lie.

The Best Totes
Verenigde Staten
Ongeveer 2 maanden gebruiken de app
Gelato heeft geantwoord 25 oktober 2022


Firstly, we are very sorry that you’ve experienced this situation - it is very far from the standard that we are aiming for in local production, and not the norm. We would also like to thank you for the feedback as it helps us grow and improve. We have now shared a detailed account of why this occurred, and are conducting an investigation to ensure we can minimise the chance of this ever happening again, which we will keep you updated on.

Should you have any questions or wish to discuss further please don't hesitate to give us a call or pop us a message - we would love the chance to discuss this with you to ensure you are fully satisfied with the solution. Once again, we really appreciate you taking the time to provide us with your feedback here.

Best regards,
Customer Service Manager

7 juni 2023

I ordered a metal print of one of my paintings as a test.
I was shocked at the incredibly low quality.
Colors were very dull.
My greatest fear is that someone would order this product. Fortunately I’m just getting started and no one has placed an order.
I have to assume all the other product of similar quality.
Unfortunately I had to removed the app.

Verenigde Staten
3 maanden gebruiken de app
Gelato heeft geantwoord 8 juni 2023

Hi Felix,

We're truly sorry to hear you weren't satisfied with the outcome of the metal print. We'd love to investigate and provide you with a detailed explanation of what occurred, so have reached out directly to gather photos and see where we can further support you.

We really appreciate you providing us this feedback, so we can improve our services moving forward, and deliver the world-class experience for which we strive.

Our support team is available via live chat 24/7 through our website should you need. Please feel free to let us know if there is anything else we can do and we look forward to discussing further.

Best regards,
Customer Service Manager

26 mei 2022

Endless problems with print quality and damaged prints. I used gelato for hundreds of photo, aluminium, and acrylic prints. I'm having to move my services to other providers after endless problems with items arriving damaged in post, and poor print quality.
"Museum Quality" prints are often scuffed and scratched. They do not appear to be high quality. Packaging is typically in a corrugated cardboard envelope that bends easily and damages the print. Gelato will offer reprints on damaged items for free, but often these reprints arrive with the same problems.
Wooden frames are extremely cheap, wood colour does not match that on the website.
"Aluminium Dibond" prints in New Zealand and Australia are not printed on 3mm dibond as advertised, but directly onto 1mm aluminium sheet. Again this often arrives bent. Packaging often has no corner protection. Occasionally the mounting bracket is attached upside down.
The app is intuitive and responsive. Customer service is excellent. But these don't help if the end products have such quality control issues.

7 maanden gebruiken de app
Gelato heeft geantwoord 28 mei 2022

Hi Charles,

Thank you for your review and for your feedback.

We’re sorry to hear that there has been repeat damage to your orders. We report every error internally to ensure our team can identify and action any areas of need as soon as possible.

We really appreciate the trust put in us, and have reached out to you directly, as we would love the opportunity to chat about your situation in more depth, and find a solution for you and your customers.

Our support team will continue to be here 24/7 to help via email or live chat should you need anything.

Best regards,
Customer Service Manager

27 oktober 2021

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.

Hop Lexington
Verenigde Staten
Bijna 2 jaar gebruiken de app
Gelato heeft geantwoord 30 oktober 2021


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.

Customer Service Manager

7 april 2022

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.

2 maanden gebruiken de app
Gelato heeft geantwoord 7 april 2022


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,
Customer Service Manager

Bewerkt 18 februari 2022

After months of use Gelato's app software doesn't work and the customer service has no answers, always. Every facet of Ecommerce has failed with Gelato from start to finish, payment, print quality, inventory accuracy and logistics. Over 10 customer complaints for print quality. They refuse to do reprints forcing you to refund orders. Their frames are not synced with inventory across Europe. Unprofessional, unorganized and unreliable. Its torturous interference partnering with Gelato.

Special Gallery
Verenigde Staten
7 maanden gebruiken de app
Gelato heeft geantwoord 9 augustus 2021

Thanks for your review! We are soon launching new features to make the integration experience even easier. If you need guidance or tips to grow further, we are here to support you 24/7. Best, Achille

1 mei 2021

If you’re new to POD, as I am, Gelato has a lot of seemingly great features. I was especially excited about the option for customers to utilize the personalization feature. I like their approach to sustainability and supporting local printers. After several months of trying to work through issues with their customer service team, I am giving up on trying to make this relationship work. Here’s a few problems I have had: Upload/Product creation can be glitchy. Sometimes you have to start from the beginning when the system stalls or crashes. Frame quality is super low. The frames used by the printer I was matched with are horrible and look nothing like the frames shown as examples on gelato’s site. There is barely a single coat of white paint, which is chipping. The joints are barely attached, and the wood grain is rough and totally visible. When I received one frame as a sample of this poor quality, I reached out to customer service. They refunded me and told me this was never the quality of work that I should expect. I went ahead and ordered more samples - and got the exact same low-quality frames again. My plan was to rephotograph some of the frames and keep going with gelato in spite of these two issues. I thought about eliminating frames as an option. As of February 2021, however, they changed how product variants sync to Shopify, with no notice or explanation. When I contacted customer service, they told me that I would need to go into each and every product after uploading and update all the variants myself. They gave me no explanation or recourse or assistance. Sent off instead to a general customer service email that simply sends links/articles from their FAQ instead of addressing the actual issue that I had detailed 3 times by this point. I was frustrated and found a new POD app/printer. I was never given a solution and have had to put a halt to building out my inventory, instead spent the time re-uploading my entire inventory with a new supplier. They have wasted my time and my money. If you are a larger company with your own team to address issues with the API and build out your own system, perhaps Gelato can work for you. If you are a small company or individual, especially creating a store on Shopify, they don’t seem to care too much about your business, and the constant changes to their API will throw a massive wrench in creating and maintaining an evolving inventory.

River Road Print Shop
Verenigde Staten
5 maanden gebruiken de app
Gelato heeft geantwoord 1 mei 2021


First and foremost it is very sad to read this. We are very sorry that you have experienced these problems.

Nevertheless, we would like to provide some information.

We launched frames last year. We now support 250 variants of frames and hangers across 32 countries - not an excuse just an explanation. We have during this time learned a lot about global fulfilment of frames. Since you placed your orders back in February we have already now upgraded our frames stock in the US and secured much better quality.

Your feedback on shopify integration is noted and we did have a technical glitch. This specific issue was resolved the same day it was identified but of course we respect that it caused unnecessary manual work for you and for that we apologise.

Once again, thank you for your feedback and for helping us to improve.

Best Regards,
SVP Customer Success, Gelato