The Moon Guy Shop review for Gelato: Print on Demand

Feb. 4, 2021

I have been using Gelato for a few months with mixed results. 1 - More than half of my customers' orders arrived heavily damaged - while the box was not damaged, indicating the printers damaged the product and thought it was ok to ship it like that. Thankfully, Gelato has always been very good at refunding me for replacing orders, but it has left my customers with a bad first impression. With one customer, her replacement was also damaged so I had to have a third one sent to her. It also means a lot of extra work for me. 2 - Prices for the items I sell often fluctuate - sometimes dramatically - without notice. Recently, after having gone up significantly (one item went from $43 to $62) almost all of the prices have been slowly creeping up. Making it really difficult to set my pricing and plan properly. I brought these price jumps to their attention several times and always get a generic answer like "That does look strange, we'll forward this to the appropriate department", after which I never get a satisfactory answer or solution. 3 - The aluminum prints are very nice, with great printing quality. It seems some of the sizes ship from Canada and arrive very quickly and in great condition, while other sizes ship from the US, take a long time to arrive, and almost always arrive damaged, as mentioned above. 4 - The app is good to use and the product display images are great. I would love to continue using Gelato because my customers really like the aluminum prints (when they are not damaged), but a few things are making it rather frustrating to use. I will happily change my star rating if these issues are properly resolved! **UPDATE** Achille from Gelato reached out to me to address my concerns and he was very patient and we had a video conversation. I really appreciate the time he took and that he followed up by explaining the price changes were caused by an introductory signup discount that had not been clearly communicated to me before. He apologized for the lack of previous communication and promised to do better in the future. He assured me that they have not had a significant number of complaints about damaged orders so it was probably just very bad luck on my part. I'm currently in the process of redesigning my shop and introducing new products so have not had more sales since to confirm that quality control is not an issue. I will update again when I've had satisfactory quality control, but as I said before, I appreciate that they always refund quickly for replacing damaged orders.