VisualArtCreative review for Gelato: Print on Demand
Jan. 15, 2021
I had a lot of conversation with Gelato about a few issues, one of which was never resolved. Pros: -Quality prints (sample test); -Very fast service in the USA and a satisfied customer (one sale only with Gelato); -Good communication (chat help line); -Integration with Shopify works well. Cons: -Prices are constantly changing; -A price bug (big increase) which was fixed a few days later (after multiple communications); -Problem of shipping to Canada - more than a month for delivery with Purolator - it's important to me, I am Canadian; - Inability to integrate with Amazon. In summary, I am satisfied, but since I have Canadian and American customers, the delivery time to Canada worries me. Because of this issue, I am looking for a POD that can deliver to Canada faster. Then as I will start to sell on Amazon, the fact that it does not allow integration at the moment, is not positive.
Hi, Thank you for your review and investing time in organizing this feedback. We recognize your frustrations and would like to bring some context and explanation - more for the future and your trust in Gelato going forward than trying to excuse ourselves for the past events. Q4 2020 was the most difficult quarter in our history. Due to COVID-19 our supply chains were fragile and demand on delivery services and raw material led to significant price increase. We were generally helped by local production and delivered with good precision but at surcharges from all delivery suppliers. We adjusted some of our prices based upon that. Our ambition, as we move towards a more normal world, is to continue, as we always have, to provide our customers with the most competitive offer in the market. In Canada specifically, we experienced all the challenges above and more. Weather made on-time delivery really hard. Production partners could not cope so we had to ship from the US (we are fixing this now and activating this week full production yet again in Canada. You helped us with your feedback to push for this internally in Gelato - thank you :-) ) On Amazon specifically, we actually do integrate thanks to our partnership with OrderDesk. Now, the core of your criticism is that we do not then effectively inform you and customers about that. We have worked to fix that and updated our pages on Friday, January 15th. We have reached out to you separately to discuss and support on all of this in more detail. We will work until we have found a solution to each specific issue you have raised. Once again, thanks for helping us become a better company! Best, Achille Achille Mileto Head of Customer Advocacy Gelato
