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3D viewer is good for designing products.
'Gelato' seems to want to take over your store though even though I didn't tell it to. It imports products from other vendors/sources and wants to control them itself. VERY annoying. Customer support was useless about it. I selected 'Ignore' on all other products and yet they're still there.
Hi there,
Thank you for sharing your feedback.
We understand your concerns regarding the 3D viewer and the product management features. Gelato displays all store products to help with managing them more effectively and to potentially connect them to our services in the future. You can filter products by those connected to Gelato, those ignored, and others to tailor your view.
We’ve reached out to clarify these features and to learn more about how we can enhance your experience. Your feedback is valuable, and we’re committed to making improvements. If you have any further questions or need assistance, please don’t hesitate to get in touch.
Best regards,
Bart
Gelato Support Team
Getting to understand Gelato has been relatively easy. I'm a bit disappointed that the personalisation part doesn't work with my Stilleto theme as that was one of the major draws to using Gelato. I would also like to undersatnd how migrating my products from Printify to Gelato works as the SKU's remain Printify SKU's meaing when I delete the product from Printify it removes the SKU that Gelato are using.
Hello,
Thank you for your feedback! We’re actively working to expand our supported themes, and we appreciate your patience. Regarding migration, it should not be possible to create variants without SKU and we’ve reached out to you directly for more details. We hope to resolve this promptly and provide a 5-star experience!
Best regards,
Bart
Gelato Support Team
I do not like the charges relating to designing tools, for example, subscription to access background remover
Hello,
Thank you for your feedback. We understand that the charges for certain design tools, such as the background remover, may not be ideal for everyone. We offer these premium tools to provide additional value - please note that our Gelato+ subscription offers additional tools such as product discounts and more.
We'd love to offer an alternative solution - please reach out to us at apifeedback@gelato.com and we will be happy to discuss this further.
Best regards,
Andrzej
Gelato Support Team
Een top app, alleen mogen jullie wat meer nieuwe dingen erin stoppen voor europa kwa kleding etc.
Hoi,
Bedankt voor het delen van uw gedachten. Het spijt ons te horen dat de kledingselectie niet aan uw verwachtingen voldeed. Neem contact met ons op via apifeedback@gelato.com zodat we uw suggesties verder kunnen bespreken. Uw feedback is van onschatbare waarde om ons te helpen onze producten en diensten te verbeteren. Wij waarderen uw inbreng en zijn altijd op zoek naar manieren om ons aanbod te verbeteren.
Hartelijke groeten,
Bart
Gelato Support Team
Updated 1/22/2023
We love the service and satisfied with the production quality, but recently we have seen something totally unacceptable that must be fixed NOW!
When setting up a product in Gelato for your store, the resolution and quality of the preview images placed on your product are high compression/low quality and low resolution. This creates a preview image that trashes your design. We have learned from potential customers that they think this is the quality of the final product and do not buy because of it. This is just terrible and results in significant lost sales. Now we understand why!
Thank you for your kind words and helping us to improve our platform and experience. We added full support for split-orders (orders that are produced in multiple locations) for Shopify orders leveraging upon your and other customers feedback. Your input helped us to deliver this feature faster. Continue to send us your thoughts and feature requests and we will make the platform even better.
Best regards
Styrbjörn
Product Manager
Good quality products, worldwide delivery and relatively fast customer service. However the order platform is somewhat buggy and prices for product tend to be increased with short notice (or even no notice).
Hi,
We're very glad to hear your positive feedback about quality and delivery. At the same time, we're grateful for the feedback you have shared around areas we can improve.
The additional details you provided over the phone today has been very helpful. As discussed, we have not changed prices in recent months and the price you observed links to a different product ID. Glad we were able to clarify and resolve this quickly. Our team is now working on fixing the technical issue you raised related to hangers. I’m sorry about this, and looking forward to connecting with you next week when it is resolved.
Once again, thank you for your feedback and for helping us to improve.
Regards,
Sophie Bell
Customer Success Manager
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
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.
I am enjoying but sometimes the quality of printing especially the fine printings on t-shirts and hoodies are not clear. I hope that can be improved as out customers are trusting us with quality prints
Hello there,
Thank you for taking the time to share your feedback with us. We appreciate your support and are glad to hear that you are enjoying our app. We understand the importance of clear and high-quality prints, and we apologize for any inconvenience you've experienced with fine printings on t-shirts and hoodies. Our team is actively working on enhancements to improve print clarity, and we value your input in this process. I've contacted you directly via email to investigate this issue further and offer you a suitable solution. We strive to ensure that our customers receive the best possible printing experience.
Best regards,
Michal
Gelato Support Team
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