Gelato: Print on Demand

After closing my Gelato account, I had two orders stuck as "open" in Shopify even though they were already delivered. Getting this resolved took quite some effort — Gelato no longer supports email inquiries and their chat only offers a bot with no human agent option.

In the end I managed to sort it out myself. Gelato is a nice platform and I can see why it works well for many sellers, but it turned out not to be the right fit for my workflow. The pricing is on the higher end, which I understand given the on-demand model, but combined with the limited support access it made it an easy decision to move on.

I have been a Gelato customer for nearly a year with over $125,000 in sales this calendar year through their platform. Until recently, I have been largely happy with the service — product quality has been consistently good and the platform generally works well.
That makes my current experience all the more frustrating.
For several weeks I have been completely unable to publish new products to my Shopify store without performing a "Sync Products" action for every single product I attempt to add. I have contacted support at least six times, worked through every troubleshooting step suggested, and currently have open tickets with no resolution. The last two support representatives I communicated with stopped responding entirely and never followed up. Now, the situation has worsened — product sync now freezes at 1% and will not complete, leaving me fully blocked from both publishing and syncing my store.
I understand technical issues happen. What is not acceptable is weeks of silence, ghosted support agents, and open tickets going nowhere. New designs I cannot publish are revenue I cannot generate.
I am giving Gelato one final opportunity to resolve this before moving my fulfillment to another platform.

Just starting out building my online prints store , have tried a few samples to get to where i am very happy with my product , just received my latest sample , and i am very happy with outstanding quality of the print , frame ect , I had received a a package damaged in the mail, and Gelato were very quick to sort my problem out , and replace very quickly , so as a customer i would be happy with this , also had a quality issue on one sample print , but once again gelato customer support was very sufficent , i now have confidence in selling my product and find Gelatos Product of a very good quality , and pricing competitive , looking fwd to launching my store soon , knowing i have gelatos supprt behind me and look fwrd to growing a good realtionship with them , Thanks Darren okretro.au