Gelato: Print on Demand

Customer service has been a major disappointment. Products for product shoots were posted but never arrived being told that the products were sent. Some products have arrived damage, stained or with the wrong colours printed.

My store had its products disconnected due to a problem with Gelato and now I can no longer fulfill orders required. Now, I need to redesign more than 400 products because of this backend error by Gelato. It has almost crippled my business. Not happy at all - just disappointed all around.

Absolute garbage support, and as of the time of this writing Gelato has yet to return my call for help on a MAJOR ISSUE that is literally a LEGAL LANDMINE for their entire company. They INCREASED PRICES DRASTICALLY on a variety of items with ZERO COMMUNICATION. I only found this out by doing an internal audit and stumbling over it by accident. Many of my posters had shot up by more than 40% cost with NO email and NO announcement. Imagine how many countless were affected, and yet they go on with business as usual. This is a class action lawsuit waiting to happen, and if nothing gets resolved and no changes are made then that shows they have lost their desire to help anyone and have succumbed to total greed. It is shameful how absolutely sloppy with their business and clients who give them revenue they have become. Many of my products are also priced DIFFERENT PRICES even for the same thing, depending on when they were created, and the dashboard price actually is INCORRECT and shows a lower price than it actually is. A year ago (early 2025) you could talk to someone immediately in their chat. Now, consistently, you can NEVER get anyone and it's always "our team members are busy" and you have to chat with the chatbot, which even if it refers you to a real person -- that person never answers you back or takes weeks to respond. HORRIBLE and SHAME on you for such poor quality service!

Estoy super decepcionada con Gelato, al principio la impresión y el material era bueno, pero no sé que ha pasado que es horrible, la impresión viene con puntos y filetes, a veces la impresión es con DTG otras veces es un transfer, el envío cada vez es más lento, al principio tardaban muy poco en el envío ahora mismo es súper tedioso de 10 a 13 días. Los que tenemos tienda online bajo pedido no podemos esperar una buena calidad, es una loteria. Y por supuesto si los clientes se quejan adiós clientes, eres un pésimo profesional.

Sorry, ich weiß nicht warum alle so von Gelato schwärmen. Ich habe meine ersten Motive hochgeladen und mir ein Muster bestellt das auch nach knapp 8 Stunden in die Produktion ging. Soweit alles gut......

Nach 24 Stunden kam eine eMail, das meine Bestellung storniert wurde und auf Nachfrage wurde mir mitgeteilt das der Artikel überhaupt nicht vorrätig wäre. Schon mal nicht so toll, wenn das bei Kundenbestellungen passiert wird es ärgerlich.

Das Beste ist aber, das ich nach weiteren 48 Stunden eine eMail bekomme habe das meine Bestellung versandt wurde. Ein Blick in´s Dashboard zeigte aber schnell das dies nicht stimmte.

Die Bestellung ist und bleibt storniert, den gezahlten Betrag hab ich auch noch nicht zurück bekommen.

Für mich ist das kein Geschäftspartner - andere haben vielleicht mehr Glück mit Gelato

constant payment issues when i have a positive balance and auto replenish set up.

Customer service takes over a week to respond. Printful isn't great but go back to it because Gelato is worse

Very poor experience with customer service. Issues with not updating stock and out of stock orders being placed. Lack of communication with support, refusing to refund even when I showed previous communications stating the items were out of stock. The following day advised it was out of stock like I had stated, blamed the app for not working and I stated i wasnt receiving information from the app.
Overall a stressful experience, while quality was good I wont be using them in the future.

Gelato has unfortunately become an unreliable PoD partner.
- approaching almost 1 month delay
- no communication whatsoever, only “we are verifying, thanks for your patience”
- no transparency, no direct access to printing studios they use and thus no way to evaluate their individual quality
- no easy access to support, everything is designed to land with annoying and redundant chat bots and the apparent human support is so far useless,
- with the above, it is inevitable to feel hopeless if (when) an issue happens with Gelato

Look for another PoD partner.

Sample hoodies arrived late, not printed correctly and after 2 months DTG already fading off the product

A warning to my fellow sellers:

Hidden Price Hikes and Broken Trust: Why I'm changing from Gelato

I’ve been a loyal customer of Gelato for several years, but my frustrations with this company have steadily grown, and this latest issue is the final straw.

While Gelato is quick to send emails announcing price reductions, they’ve hidden significant price increases from customers. Both products I sell have undergone significant price increases in a short period of time.

Premium matte paper has increased by over 15% since I last checked in September, and premium frames with premium paper have risen by over 16%. For example, the price of a 70x100 premium frame with premium paper has increased by a staggering €25.43, now priced at €194.91 (in Ireland). Discovering these price hikes only through my own records feels dishonest and unprofessional.

There are also shocking price differences between countries. For example, the exact same 70x100 frame costs €90.82 in Germany, while in the neighbouring Netherlands it is priced at €190.30—almost €100 more for the identical product.

How can such extreme price discrepancies exist, let alone be justified? How are businesses expected to price their products consistently with such wild and unpredictable variations?

This isn’t the only issue. Over the years, I’ve dealt with numerous problems: orders lost in the post, items arriving damaged, and prints of poor quality. As Gelato have grown as a company their service has become gradually worse. This Christmas just gone was a disaster for orders, especially in the US. I had some customers waiting into earlier January for orders they made in late Nov/early Dec.

These ongoing issues combined with their lack of transparency have made it clear I can no longer trust them as a supplier.

For anyone considering Gelato, I’d strongly advise looking elsewhere. I’ve reached the point where I can no longer justify working with a company that treats its customers this way and will be actively looking for a new supplier to take over my orders.

I don't understand how Gelato is so highly reviewed. The first two orders placed from my store have not been fulfilled and it has been a month. One even says, "fulfilled," but that is not true, it has never been received and most likely has never been shipped or even made for that matter. There is also zero tracking information. What is going on with these orders? So glad I didn't have more than two.