Overall rating
4.7
Counts per rating level
  • 83% of ratings are 5 stars
  • 7% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 5% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants highly recommend this app for its seamless integration, efficient order processing, and user-friendly interface. They praise its wide range of high-quality print options, competitive pricing, and quick delivery. Real-time cost estimates add transparency, and the customer service is noted for its responsiveness and problem-solving effectiveness.

December 20, 2023

Everything worked well for a while, but once we hit December, Gelato started missing ship/delivery dates. We have orders placed a month ago that still haven't shipped.

Their customer support apologized and told us to check each order's updated estimated delivery date. Of course, that's meaningless because Gelato simply kept updating the delivery date later and later.

Use this app if you'd like hundreds of angry customers wondering where their orders are weeks later.

Pediment Publishing
United States
5 months using the app
Gelato replied December 22, 2023

Hi,

We are truly sorry to hear about the experience you've had with us - we aim for complete transparency, and are always striving to provide a reliable service. Thank you for providing us with this feedback and allowing us to investigate, learn and improve.

We've reached out directly via email with the actions we've already taken, as well as our next steps. I would like to clarify that these production times are not up to our usual standards, as even though we took action to resolve this, there were some isolated delays during this holiday season. This is now cleared, so we hope we can return to providing you with our usual lightning-fast turnaround and delivery.

Please don't hesitate to reach out to us 24/7, for anything you may need. We look forward to supporting you in the future.

Best regards,
Kyle
Head of Customer Service

Edited November 27, 2023

I don't normally write reviews, but in this case I think it is very important that I share my experience. People say you get what you pay for and that is true with Gelato. I placed an order of fifteen 11oz mugs for a boutique according to Gelato's schedule to arrive before Black Friday. No biggie for a company of this size. Their printing partner split the order of 15 mugs into 3 packages. AND DID NOT SHIP THEM ALL TOGETHER. They waited 6 & 7 days between shipments. I received 2 boxes of 3 mugs today, (6 total), on Black Friday. I have no idea when I am getting the other 9. When I opened the boxes, Wow! The print quality is terrible. The colors are off and way to light. I did double-check the print quality using Gelato's 3D and regular mockups with customer service before I placed my order to make sure there was enough saturation to get a good print. The customer service assured me there was, and my mugs would print with the regular mockup quality, not the 3D which was terrible.. They did not. Not only that, but this partial order of 6 mugs contains SOME that are 11oz and SOME that are 15oz. THEY SENT TWO DIFFERENT SIZES!!! This order of 15, 11oz mugs are not uniform in size or quality of color print. Also, the packaging is terrible and not uniform. Some of the mugs are in brown boxes with bubble wrapped. Two of the mugs came squeezed into boxes that are too small and held together with packing tape. I gave them 1 star because their customer service responds quickly. However, Gelato seems to have no communication, control or oversight of their printing partner.
I installed this app and was also going to use this company for cell phone cases, but as an independent artist who works with bold colors, I cannot put my name onto anything from this company. They have no concern for the quality of the items they sell only the quantity.
This company has embarrassed me with a client and put me into a bind, because I cannot possibly display/sell mismatched colors/sizes of mugs, and I have missed my deadline. They have cost me countless hours of aggravation, phone calls, follow-ups, sales and now time as I have to redo all of my cell phone templates.
If you are a small business owner, independent artist like myself or startup, I would really think twice before relying on this company. We really get one chance to make a first impression and they have cost me dearly. I cannot recommend this app or this company.
UPDATE 11/27/2023
I finally received the rest of my order from Gelato. Not only was it a mismatch of mug sizes, the order was missing three items. RECAP: I ordered fifteen (15) 11oz mugs. From that order I was actually sent eight (8) 15oz mugs & three (3) 11oz mugs. Total of 12 mugs . MISSING 3 ITEMS. I don't carry 15oz mugs so this is an issue as is the poor print quality on all of the items I have received. It is quite apparent that Gelato takes your money and washes its hands of the final outcome. It would appear as if their printing partner never read or checked my order before shipment and just threw whatever they had available in these shipment boxes. Gelato did refund my money with very little fuss, which leads me to believe this kind of disfunction is normal for them. On a final note, while customer service is available, on three different occasions they did say they would "investigate" and get back to me. They never did.
I now need to reorder everything with less than 4 weeks before the holiday season. If you are an artisan, artist or small business owner who depends on your production partners to be reliable with quality merchandise, I CANNOT STRESS ENOUGH to go elsewhere. There are better companies out there. I usually use a different POD company and will be running back to them. Do your homework. Less expensive isn't always better. Sometimes it is just cheaper, but will cost you a bunch.

Deborah E Mixed Media
United States
10 days using the app
Gelato replied November 25, 2023

Hi Deborah,

We are truly sorry to hear about the experience you've had with your first order. This is definitely not the service we want to provide, and very far from the consistent performance we usually provide. Thank you for providing us with this feedback, and allowing us the chance to investigate, learn and improve.

We've reached out directly via email to gather further information and provide details on our next steps, and will ensure we follow up on these points until we reach a level you are delighted by.

Please don't hesitate to let us know if there's anything further we can do, and we look forward to discussing further.

Best regards,
Kyle
Customer Service Manager

November 22, 2023

The worst application, I do not recommend it to anyone. After one wash, the products are suitable for wiping the floor, not for wearing. 20 of my 100 packages were lost. Some of the parcels that arrived had wrong prints. these are scammers!!

Sekta
Poland
3 months using the app
Gelato replied November 24, 2023

Hi there,

We are sorry for the experience you've had with us - this is very painful to see and not up to the standards that we set. At the same time, we'd like to sincerely thank you for providing us with this feedback, and providing us the chance to learn and improve.

We've reached out via email with the actions we've already taken, including the details of the updated tracking links, and would love to continue the conversation to ensure we follow this to a satisfactory conclusion you are delighted by.

Please don't hesitate to let us know if there's anything further we can do, and we look forward to discussing further.

Best regards,
Kyle
Customer Service Manager

October 23, 2023

CAUTION - Gelato automatically imports all current products from your store and syncs also all orders from different suppliers "as a feature". You have to deselect the option manually to import orders and you currently cannot deselect the import of all products. I cirrently have 2 gelato products and 80+ products from other suppliers, which are not the business of gelato. In times of data protection, this must be an opt-in feature to be selected with full awareness - at least an option which can be deselected...
btw, the onboarding is also quite complicated and orders will NOT be fulfilled automatically from the scratch. So, I lost a big opportunity :-(

STEINS|ART
Germany
9 months using the app
Gelato replied October 24, 2023

Hi Siegfried,

Thanks for the great call earlier. Once again, we're truly sorry about your onboarding experience, and really appreciate the feedback points which we'll use to improve.

We'll be emailing you shortly with the actions we've already taken, as well as our next steps, as we want to ensure you are delighted with our system and have the necessary tools to easily manage products and orders to your preferences.

Please don't hesitate to reach out to our Customer Service team, who are available 24/7, for anything you may need.

We look forward to supporting you.

Best regards,
Kyle
Customer Service Manager

March 7, 2024

I am starting an PoD brand and have been shopping around. I tried both printful and gelato. Today I received my Gelato test garments and let me tell you I was shocked at how bad they were. I ordered a t-shirt and hoodie with a simple thistle design, the garments came loose in a paperbag, no individual wrapping and they were creased beyond belief. The embroidery didn't match the previews and when I contacted customer support I was told how they were packaged and the quality of the embroidery was as intended. These reviews are paid for I have no doubt. If you are starting a PoD brand I would look elsewhere or pay the money to find out yourself.

Our Scottish Heritage
United Kingdom
Gelato replied March 9, 2024

Hi,
Thank you for sharing your experience with Gelato, and we sincerely apologize for any disappointment you've encountered.

We have thoroughly reviewed the design and embroidery concerns with our quality and design teams. We recommend considering adjustments to the design for optimal embroidery results. Additionally, we acknowledge the packaging issue and have reported it internally for improvements.

We have reached out to you directly via email to offer a suitable solution and address the specific issues you've raised. Your feedback is invaluable to us, and we are committed to resolving this matter to your satisfaction. If there's anything else you'd like to discuss or if you have further concerns, please feel free to respond to our email. We appreciate your understanding as we work towards a resolution.

Best regards,

Michal
Gelato Support Team

August 24, 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
New Zealand
3 months using the app
Gelato replied August 28, 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,
Bartosz
Escalations Manager

March 19, 2024

Once again this site is locking up and not efficiently letting me add new products. I've ruled out a problem with my internet.

Chidster
United States
Gelato replied March 22, 2024

Hi,

We're truly sorry to hear about the difficulties you've experienced with our Shopify app. Your feedback is invaluable to us, and we sincerely apologize for any inconvenience this issue has caused. We understand the importance of efficiently adding new products, and we're committed to resolving this issue promptly. I've reached you directly via email to assist you further. We appreciate your patience and understanding as we work to improve your experience.

Best regards,

Michal
Gelato Support Team

June 7, 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.

FelixBurgosArt
United States
3 months using the app
Gelato replied June 8, 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,
Kyle
Customer Service Manager

January 16, 2024

all your efforts will be ignored here... DON'T WASTE YOUR TIME USING THIS APP.

locale
United States
Gelato replied January 17, 2024

Hi there,

We're sorry to hear you've had an unpleasant experience.

We've searched our system but couldn't find any previous correspondence. If you could kindly reach out to us via apifeedback@gelato.com we will be happy to assist. Our support team is also available via live chat 24/7 through our website.

Best regards,
Kyle
Head of Customer Service

April 24, 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
France
About 7 hours using the app
Gelato replied April 24, 2023

Hello,

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,
Bartosz
Gelato Support Team