By Stacey Rose review for Gelato: Print on Demand
Aug. 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.
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
