Reviews (1,183)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its user-friendly interface and high-quality product output, featuring vibrant colors and premium materials. Its global network of print partners helps reduce shipping times and costs, enhancing customer reach. The app is noted for its responsive customer support, seamless Shopify integration, competitive pricing with no upfront costs, and customizable product options. Additionally, its eco-friendly practices, like using FSC-certified materials, are highly valued.
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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
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 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
Easy to navigate but I would love to have some free mockups
Hi, Thank you for taking the time to share your feedback on our Shopify app. We're pleased to hear that you find our app easy to navigate. Regarding the request for free mockups, we appreciate your suggestion and will certainly take it into consideration as we continue to enhance our services. Your input is valuable to us, and we're committed to improving our offerings based on customer insights. If you have any further suggestions or questions, please don't hesitate to reach out. Thank you for choosing Gelato.
Best regards,
Michal
Gelato Support Team