Gelato: Print on Demand

Sorry, ich weiß nicht warum alle so von Gelato schwärmen. Ich habe meine ersten Motive hochgeladen und mir ein Muster bestellt das auch nach knapp 8 Stunden in die Produktion ging. Soweit alles gut...... Nach 24 Stunden kam eine eMail, das meine Bestellung storniert wurde und auf Nachfrage wurde mir mitgeteilt das der Artikel überhaupt nicht vorrätig wäre. Schon mal nicht so toll, wenn das bei Kundenbestellungen passiert wird es ärgerlich. Das Beste ist aber, das ich nach weiteren 48 Stunden eine eMail bekomme habe das meine Bestellung versandt wurde. Ein Blick in´s Dashboard zeigte aber schnell das dies nicht stimmte. Die Bestellung ist und bleibt storniert, den gezahlten Betrag hab ich auch noch nicht zurück bekommen. Für mich ist das kein Geschäftspartner - andere haben vielleicht mehr Glück mit Gelato

Estoy super decepcionada con Gelato, al principio la impresión y el material era bueno, pero no sé que ha pasado que es horrible, la impresión viene con puntos y filetes, a veces la impresión es con DTG otras veces es un transfer, el envío cada vez es más lento, al principio tardaban muy poco en el envío ahora mismo es súper tedioso de 10 a 13 días. Los que tenemos tienda online bajo pedido no podemos esperar una buena calidad, es una loteria. Y por supuesto si los clientes se quejan adiós clientes, eres un pésimo profesional.

Customer service has been a major disappointment. Products for product shoots were posted but never arrived being told that the products were sent. Some products have arrived damage, stained or with the wrong colours printed. My store had its products disconnected due to a problem with Gelato and now I can no longer fulfill orders required. Now, I need to redesign more than 400 products because of this backend error by Gelato. It has almost crippled my business. Not happy at all - just disappointed all around.

Absolute garbage support, and as of the time of this writing Gelato has yet to return my call for help on a MAJOR ISSUE that is literally a LEGAL LANDMINE for their entire company. They INCREASED PRICES DRASTICALLY on a variety of items with ZERO COMMUNICATION. I only found this out by doing an internal audit and stumbling over it by accident. Many of my posters had shot up by more than 40% cost with NO email and NO announcement. Imagine how many countless were affected, and yet they go on with business as usual. This is a class action lawsuit waiting to happen, and if nothing gets resolved and no changes are made then that shows they have lost their desire to help anyone and have succumbed to total greed. It is shameful how absolutely sloppy with their business and clients who give them revenue they have become. Many of my products are also priced DIFFERENT PRICES even for the same thing, depending on when they were created, and the dashboard price actually is INCORRECT and shows a lower price than it actually is. A year ago (early 2025) you could talk to someone immediately in their chat. Now, consistently, you can NEVER get anyone and it's always "our team members are busy" and you have to chat with the chatbot, which even if it refers you to a real person -- that person never answers you back or takes weeks to respond. HORRIBLE and SHAME on you for such poor quality service!

The print quality is very low. Some products have smudged ink, and it's clear they will wear out after just a few washes. It took a long time to arrive, and I imagined that for the price, the product would be much higher quality. I can't offer this level of quality to my customers. High cost, slow delivery, and poor quality.

Horrible customer service. Constantly 'busy' live chat that doesn't get back to you. Constant payment issues. Constant problems with the actual app. When creating a product, there is a good chance it will miss something when publishing. This will include things like photos and variants. Very frustrating to use. The Gelato+ membership allows them to set very expensive RRP prices to force you to use Gelato+. Edit: 3 days I waited for a reply for a serious problem. They sent me a generic email which didnt help, and told ther my other issues where a "work in progress" and I had to figure out myself A custome made an order and then Gelato removed the product from shipping to my country. EDIT: NO one has bothered to contact me or get back to me, so I cancelled my subscription and moved to Printify. The time it will take to move everything over will be worth not having to dealing with this company and their buggy app.

Very poor experience with customer service. Issues with not updating stock and out of stock orders being placed. Lack of communication with support, refusing to refund even when I showed previous communications stating the items were out of stock. The following day advised it was out of stock like I had stated, blamed the app for not working and I stated i wasnt receiving information from the app. Overall a stressful experience, while quality was good I wont be using them in the future.

After uninstalling this plugin, I had a bunch of manual cleanup to do, including delete 40+ shipping profiles one at a time. UGH!

Horrible

constant payment issues when i have a positive balance and auto replenish set up. Customer service takes over a week to respond. Printful isn't great but go back to it because Gelato is worse

I've never been able to make a payment successfully after changing three different cards. I've never heard of having to submit my ID and bank card information to buy anything.

WARNING! Gelato intentionally does not remove out of stock inventory, knowingly overselling products at the user's expense. This tactic is straightforward to maintain high sales, while the user must handle customers who cannot receive their orders. Additionally, they do not refund out-of-stock items, forcing the user to deal with customers and absorb the costs. This has been a known issue for years, and customer support claims they are working on it; however, they often avoid providing further details and attempt to close the chat. Horrible customer service. They respond more quickly to reviews here than they do in their customer service ecosystem. The chat function keeps you in a useless AI support loop, making it difficult to contact a live agent.

The products are so expensive and the subscription is so expensive, I really don't think I can make money using it. It's not a sustainable model.

Gelato has unfortunately become an unreliable PoD partner. - approaching almost 1 month delay - no communication whatsoever, only “we are verifying, thanks for your patience” - no transparency, no direct access to printing studios they use and thus no way to evaluate their individual quality - no easy access to support, everything is designed to land with annoying and redundant chat bots and the apparent human support is so far useless, - with the above, it is inevitable to feel hopeless if (when) an issue happens with Gelato Look for another PoD partner.

Wasted two days creating products and then they did not transfer to shopify... now they tell me that I have to import the products into shopify with a csv file... what a waste of time, if I got paid for the amount of time I have wasted on this shopify garbage apps, I wouldn't need a website because I would be rich already!

Sample hoodies arrived late, not printed correctly and after 2 months DTG already fading off the product

I don't understand how Gelato is so highly reviewed. The first two orders placed from my store have not been fulfilled and it has been a month. One even says, "fulfilled," but that is not true, it has never been received and most likely has never been shipped or even made for that matter. There is also zero tracking information. What is going on with these orders? So glad I didn't have more than two.

Problemas con la app. Hubo una actualización y desde entonces cada vez que realizo un cambio en un producto, desaparecen todas las variantes. Y a causa de esto perdí las ventas de Black Friday, Navidad, rebajas de enero, San Valentín... Creo que he tenido mucha paciencia y muchas pérdidas económicas y al principio llegaron a decirme que yo no era una prioridad, ni me respondían, tuvo que intervenir atención al cliente de Shopify porque dijeron que el problema era de Shopify, pero Shopify confirmó que el problema era de la app de Gelato, y así, lograron que me contestasen, pero cada vez era esperar a que contestaran unos días, iban dejando pasar el tiempo, por último cada vez me pedían más pruebas, grabaciones de pantalla y todo para nada. Nunca solucionaron el problema. Les pedí que trasladaran todas mis cosas (método de pago, wallet, mi tienda con mis artículos...) a una nueva cuenta, para ver si así funcionaba todo bien desde otra cuenta porque antes de la actualización iba todo perfecto, insistí varias veces en eso y nunca respondieron a mi petición. Y no podía estar creando el mismo producto una y otra vez tanto en Gelato como en Shopify, porque al cambiar un diseño, o añadir una talla o quitarla, añadir un color o quitarlo, etc. daba el error y se borraba todo. Así que al final tuve que cambiar de proveedor de POD. Con lo fácil que hubiera sido decir, bueno, vamos a cambiarte a una nueva cuenta, haz la cuenta, y te pasamos a la wallet lo que tienes, el resto tienes que hacerlo de nuevo. De todas formas estaba haciéndolo todo de nuevo una y otra vez, no me hubiera importado. Pero ya viendo todo el tiempo que ha pasado y no hay solución. Os digo adios. Ya no me valen las disculpas, ni que digáis que sabéis lo importante que es esto o aquello, y que aún estoy a tiempo de hablar de nuevo con soporte, etc. Lo que teníais que haber hecho, no lo hicisteis cuando debíais. Espero que al resto de clientes les vaya bien, porque a mí, me han tratado fatal. Todo con muy bonitas palabras, pero realmente ningún interés en solucionar el problema, por esto digo lo de tratarme fatal, y por decir que yo no era una prioridad.

I agree with the bad reviews. The customer service is quite terrible. Our customers wouldn't receive their orders and Gelato refuses to refund them referring to their "refund" policy. One order got cancelled because they were missing one size of a T-Shirt. However, instead of refunding the order to our credit card, they gave us a credit note on account that is not being used when orders are automatically created - wtf... The most annoying though is that most of the print products are not great quality. Very thin paper. The calendars are printed on both sides of the paper so that you can see through the pages. The posters are very thin... not great feedback from customers. We are going to stop using their service, mostly due to annoying customer support that is nor friendly and rather contra productive. After using it for around 30 days, I would say it is not really worth it. Very high prices, low quality and bad support.

A warning to my fellow sellers: Hidden Price Hikes and Broken Trust: Why I'm changing from Gelato I’ve been a loyal customer of Gelato for several years, but my frustrations with this company have steadily grown, and this latest issue is the final straw. While Gelato is quick to send emails announcing price reductions, they’ve hidden significant price increases from customers. Both products I sell have undergone significant price increases in a short period of time. Premium matte paper has increased by over 15% since I last checked in September, and premium frames with premium paper have risen by over 16%. For example, the price of a 70x100 premium frame with premium paper has increased by a staggering €25.43, now priced at €194.91 (in Ireland). Discovering these price hikes only through my own records feels dishonest and unprofessional. There are also shocking price differences between countries. For example, the exact same 70x100 frame costs €90.82 in Germany, while in the neighbouring Netherlands it is priced at €190.30—almost €100 more for the identical product. How can such extreme price discrepancies exist, let alone be justified? How are businesses expected to price their products consistently with such wild and unpredictable variations? This isn’t the only issue. Over the years, I’ve dealt with numerous problems: orders lost in the post, items arriving damaged, and prints of poor quality. As Gelato have grown as a company their service has become gradually worse. This Christmas just gone was a disaster for orders, especially in the US. I had some customers waiting into earlier January for orders they made in late Nov/early Dec. These ongoing issues combined with their lack of transparency have made it clear I can no longer trust them as a supplier. For anyone considering Gelato, I’d strongly advise looking elsewhere. I’ve reached the point where I can no longer justify working with a company that treats its customers this way and will be actively looking for a new supplier to take over my orders.