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If you're an Australian based business seriously reconsider. All of our orders placed up untill this point have been printed overseas resulting in a 3 week wait before arrival. Customer service is prompt but rarely can they solve a technical problem without deferring to their development team leaving you waiting days for a resolution. Beware of the free samples. If you want a true indication of product quality ensure you order outside of the free sample offer. Orders placed in this period must certainly go to their premium suppliers as the quality of the prints produced for free are remarkably different to what we now receive. It's a real shame, they have a great solution. But if you care about consistency and quality look for another solution.
Hi,
Thank you for your review and your guidance. I have reached out twice to you but not been able to connect so I respond here instead.
We understand your frustration and would like to provide some information - not as an excuse but to serve as context and how we plan to use your feedback to become better.
We have fulfilled more than 10 million orders across the planet in the last 12 years, and our order routing is fully automated. It does not differentiate between sample orders and real orders. Specifically, your two recent orders to Australia were fulfilled in New Zealand because our local partner in Australia (who fulfilled your orders last year) does not support large format posters anymore for Gelato. The average shipping time from New Zealand to Australia is 3-6 days and comparable to local shipping in Australia (hence we use that option), but two of your recent orders have been impacted by generally slower delivery times we are seeing with Australia post amidst COVID. We hope the situation improves soon! It is also in our plan to add a local partner in Australia to large format posters - thank you for your push here to accelerate that expansion work.
On quality, we have investigated the issue you reported with one of your orders to put corrective actions in place. There is simply no excuses for this other than we take each and every quality issue seriously to reduce our error rate.
We have reached out to you separately to discuss and support you 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, thank you for your feedback and for helping us to improve.
Best regards,
Pradeep
Pradeep Sankaran
Head of Customer Success
Gelato
So for so good. Still learning how it works. It integrates with shopify well
Still working out the shipping prices. Using FREE shipping right now.
Hi, thanks for your review. We're glad you're happy with our integration, and would love to further support you on your journey, especially around shipping prices. We've reached out directly to get this conversation started, but please don't hesitate to reach out to us via email or live chat 24/7 for any help or advice. Kind regards, Kyle
I received excellent assistance from the live chat team with regards to my question, despite encountering some difficulty expressing it accurately. I would like to express my sincere gratitude for the team's efforts in trying to understand and address my concern :)
Hi, thank you for taking the time to share your experience with our customer service! It's great to hear that your question was understood and addressed. We take pride at Gelato in providing high-quality products and customer service so are very glad to hear this feedback. If you have any further questions, please don't hesitate to reach out again - we're available 24/7. Best regards, Kyle
In November, upon selecting Sync Products in the Gelato dashboard, half of my Shopify products lost their connection to their corresponding Gelato products. Unfortunately, I could not reconnect my Shopify products with my existing Gelato products in the Gelato dashboard. Therefore, I asked the support team at Gelato to manually reconnect my products. I provided a detailed report about the issue and answered all their questions. Being a software engineer, I even offered to help with debugging, but they declined the offer.
After making me wait for *two months*, the support team deleted my existing Gelato products and asked me to create each of them from scratch, which would take me at least six hours. I refused to do it in November, and I refuse to do it now, because it would be an unfair solution to an issue that I did not cause in the first place.
While Gelato’s products are fine, and while their Shopify app probably works well most of the time, my experience with their support team is sufficient to justify the score. It’s a shame, because I believe their model “sell globally, produce locally” is the only sustainable one.
*Update*
Perhaps triggered by this review, Gelato finally scheduled a call with their head of customer advocacy and head of product management. They sincerely apologized for how they handled my issue, solved my issue within a few hours, and informed me about upcoming improvements that should prevent similar issues from happening again. I appreciate the efforts they put into this, so I am updating the score accordingly.
Hi,
We understand and recognize your frustration. At the same time, we are grateful that you took the time to write this as it has helped us identify important areas for improvement.
We are currently in direct contact with you to discuss this specific case and a solution is underway soon. We will work until your issue is resolved to your satisfaction.
Thanks for your continuous feedback and trust in us.
Best,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
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.
Hi,
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,
Pradeep
SVP Customer Success, Gelato
some pros and cons to this app
Pros - good pricing compared with other such as printify - Really Good Customer service - Good Mockups that are easy to use
Cons - You can only publish to Shopify or Etsy, no ebay or amazon integration - When creating new products, if you want to sell the product on both shopify and etsy you have to create the product twice, one for each store - If you create a new product in Gelato and decide you want someone else/yourself to fullfill the item you can easily select gelato to ignore orders of the product, however if you later decide you want to reconnect the product to gelato then you need to create the whole product again
Hi,
Thanks for taking the time to provide your feedback and for your interest in Gelato. We are glad you find our pricing competitive and you appreciate our Customer Support and mockups.
At the same time, we would like to thank you for the constructive feedback that will help us to improve and build a better product. In response to your points:
- We have just started with the integrations we offer and we decided to begin with Shopify and Etsy. At the same time, we are considering expanding to additional e-commerce platforms in the near future. We do offer several interim solutions for the time being: https://apisupport.gelato.com/hc/en-us/articles/360013721399-Can-you-integrate-with-e-commerce-stores-such-as-Shopify-Etsy-WooCommerce-Wix-etc-
- We are working on a functionality to allow you to reuse the same product on multiple stores - stay tuned for more updates
- You can connect an ignored product without the need to create it from scratch. Find the product in Gelato > Stores > Your store, click on the "Ignored" tab, click on "Edit" next to the product you want to connect and then "Stop ignoring it", then click on "Connect to Gelato" and follow the process. If you are still unsure about how this works, we can connect over Zoom and I'll be happy to guide you.
Once again, thanks for your feedback and for your review. Please let us know if there is anything else we can do to support you.
Thanks!
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
I did initially have some issues with Gelato orders, however Achille took the time to reach out and personally correct the problem and make sure that everything was resolved. Thanks Achille.
Hi,
Thank you for reconsidering and updating the review.
We truly appreciate the feedback you gave us to help us improve, and we are glad that everything is now resolved.
Should you have any additional feedback you can always reach out to me personally.
Looking forward to supporting your business and growing together.
Best,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
The business model is very promising but unfortunately the technical solution (including the Shopify integration) does not live up to the high expectations. Errors occur too often causing orders to fail or be charged incorrectly.
In addition to this they have severe problems with products (particularly frames) out-of-stock. There are no automatic notification neither when an item it out-of-stock or back in stock. This of course leads to bad customer experiences. Support is generally helpful but they are fixing problems that should never have occured. Once Gelato manages to finish the development of their platform they will be a powerful partner. Until then you should expect to monitor all orders manually and to spend time writing the support team.
Hi,
This feedback on stock management is well-received. Your feedback has been shared by many customers around the planet that, although they love that they finally have local production and fulfilment to 5 billion people in 30 countries, we need to fix this.
The good news is that we have spent the last months building the functionality - being released on March 12th - that will fix what you are looking for. You will also, with that release, be able to secure automatic email notifications when certain products are out of stock.
We have spent 14 years building the world’s largest global print-on-demand service. With the exponential growth we are now experiencing some of the things we need to fix are surfacing leading to powerful and valuable feedback from some of our customers and today we received it from you.
A big thank you and now all of us are looking forward to March 12th!
Best regards
Styrbjörn
Product manager
PS. Since we have been in contact before - please continue to feel free to reach out to me directly. We are here to listen to and support our customers.
Update 25/02/21 : so here i am updating my review again.one of there members have sorted me and very helpful advice. to be honest i may be wrong or too quick to leave them a review like the one i have left. hope fully things will move forward and i will keep update as i go.. so far very helpful thanks 24/02/21
Dont evan try this app.i have tried them for a sample order as i was not sure what they are like. i placed my order 09/02/21 but i am still waiting. they have updated the production and shipped on one day but tracking number was not giving me nothing for weeks.still i am waiting my order. today is 24th of 02 21 . so there you are
Hi,
Thank you for reconsidering and updating the review.
We are in March 2021 adding 7 new partners for apparel in the EU, North America and South America. Sometimes we are forced to ship from other countries due to our partners running out of certain items.
Although cross-continent shipments are very common in the POD apparel industry, it is something that we at Gelato always want to avoid. Centralized production leads to long delivery times, expensive delivery and unnecessary pollution.
With many more apparel partners, we will now reduce the risk of cross-continental deliveries significantly. The risk of having to ship from other countries, even continents, still exists but it will now be significantly reduced.
For your specific order unfortunately this cross-continent delivery happened. The reason was that we ran out of stock in the UK and we, therefore, routed the production to one of our facilities in the US. We are sorry that this caused frustration from your side but now you know that we are working hard to secure that this risk is significantly reduced as more and more partners are joining our network.
Thank you again for being open to re-evaluating the rating. We will now work hard in order to prove to you that we deserved it.
Best,
Achille
Achille Mileto
Head of Customer Advocacy
Gelato
I would strongly recommend Gelato, easy to use, help is always available and the way the fulfillment works with Shopify makes it nearly effortless
Hello,
Thank you for your strong recommendation! We're delighted to hear that Gelato's user-friendly platform and seamless integration with Shopify have made your fulfillment process so smooth. If you ever need further assistance or have more to share, don't hesitate to reach out.
Your success is our priority,
Bartosz
Gelato Support Team