Kohd review for Gelato: Print on Demand
Jan. 25, 2021
If you're an Australian based business seriously reconsider. All of our orders placed up untill this point have been printed overseas resulting in a 3 week wait before arrival. Customer service is prompt but rarely can they solve a technical problem without deferring to their development team leaving you waiting days for a resolution. Beware of the free samples. If you want a true indication of product quality ensure you order outside of the free sample offer. Orders placed in this period must certainly go to their premium suppliers as the quality of the prints produced for free are remarkably different to what we now receive. It's a real shame, they have a great solution. But if you care about consistency and quality look for another solution.
Hi, Thank you for your review and your guidance. I have reached out twice to you but not been able to connect so I respond here instead. We understand your frustration and would like to provide some information - not as an excuse but to serve as context and how we plan to use your feedback to become better. We have fulfilled more than 10 million orders across the planet in the last 12 years, and our order routing is fully automated. It does not differentiate between sample orders and real orders. Specifically, your two recent orders to Australia were fulfilled in New Zealand because our local partner in Australia (who fulfilled your orders last year) does not support large format posters anymore for Gelato. The average shipping time from New Zealand to Australia is 3-6 days and comparable to local shipping in Australia (hence we use that option), but two of your recent orders have been impacted by generally slower delivery times we are seeing with Australia post amidst COVID. We hope the situation improves soon! It is also in our plan to add a local partner in Australia to large format posters - thank you for your push here to accelerate that expansion work. On quality, we have investigated the issue you reported with one of your orders to put corrective actions in place. There is simply no excuses for this other than we take each and every quality issue seriously to reduce our error rate. We have reached out to you separately to discuss and support you 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, thank you for your feedback and for helping us to improve. Best regards, Pradeep Pradeep Sankaran Head of Customer Success Gelato
