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.
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.
Head of Customer Success
AVOID THEM AT ANY COST! Gelato is a big time scammer and they have no control over their printing partners. All they do is COVID COVID COVID. They are advertising fake Dec 10 deadlines for Christmas orders and now the orders placed on Dec 3 shows estimated delivery of 29th (this is fake too and keeps on extending). They will take your money and forget about orders. 11 days and they couldn't even ship a print. And don't even try to reach out to me again. I am done with you SCAMMERS! You guys have ruined my business and they will ruin yours.
We are sorry to read this type of review. We try to always be genuine and honest in our communication. It is extremely rare to get this type of review, but we of course will try to relate to your feelings about your experience with Gelato in a professional way.
You are obviously very frustrated about the impact of COVID-19 and so are we. We are not only frustrated, but we are deeply concerned since some of our team members and employees at our partners are impacted personally by the disease. Our priority has and will continue to be the health and safety of all team members and partners working with Gelato orders.
Some of the impact of this pandemic- apart from the well being of the community- is felt with fewer staff members at our print partners, a boom in global eCommerce, and general delays at most major logistics providers. We always seek to improve our operations and our communication with customers about their order status, but unfortunately we cannot influence these global factors impacting production and transportation.
We have identified 2 orders in your account that are delayed. We have reached out to you separately via email with an update about these 2 orders including all actions underway for the delivery of these orders.
Head of Customer Advocacy
I cant see their full products listing. I am sorry. I am deleting this app :( one of worst apps.....
Great to the point, transparent feedback. This feature will be launched very early 2021! Thank you for the feedback - we always love customer input!
All the best,
Head of Product for Gelato API / Integrations