Galerie de Claire review for Gelato: Print on Demand
July 21, 2021
The inventory and fulfillment system could use some improvement. There were lots of issues with delay due to restocking and inaccurate syncing of inventory shown on platform vs. actual inventory in-house. It seems like there are also communication issues with the print stations, it often takes days, sometimes took more than a week just to track down the status of an order. Customer service has also been very unreliable as 50% of the time will not follow through with action even if they made the promise in the chat/over email. I literally have to follow up on a daily basis to get the update I need.
Hi, First and foremost, it is very sad to read this. We are sorry about the out-of-stock situation and how it affected your business. We've reached out to you on the phone but weren’t able to connect. We have shared our direct contact information to discuss your feedback in more detail - feel free to reach out anytime. We launched frames last year and we now support 250 variants of frames and hangers across 32 countries - not an excuse, just an explanation. During this time, we have learned a lot about the global fulfillment of frames and how to improve stock management. We have now placed orders for larger volumes of our best-selling frames and added more print partners that can stock frames in each region. Finally, we are improving the accuracy of our stock inventory and adding more ways for you to keep up to date with any changes. Additional information on stock status, including the expected stock replenishment date, can be found here: https://bit.ly/3kMeAw5 Finally, based on your feedback, we will review the communication flow in order to understand how that can be streamlined. We are striving to improve our service every day, and I hope you'll give us the chance to earn your trust again. Best, Achille Mileto Head of Customer Advocacy Gelato
