Gelato: Print on Demand
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Integration is not automatic when customers make an order in my store. Also, the address field only allows 35 chars, which means that in most cases you have to change your customers' orders for the address to fit the available address fields. Mug packaging is not great. Only cardboard around it, there's no bubble wrap or other kind of fragile material protection. That's not good at all and the sample I've ordered has reached me broken. Even though there's production in my country, all the orders so far have come from Germany. This leads to slower delivery times for me and my clients, which shouldn't be needed if there's production in Portugal. Other than these issues, Gelato is exactly what I was looking for and I do plan to keep using it for my small business. It does still have room to improve and that's why I'm leaving that feedback here.
Hello, Thank you for sharing your feedback with us. We apologize for any inconvenience you've experienced with the integration not being automatic when customers place orders on your store. We understand the importance of a seamless integration and we're continuously working to improve this process. Regarding the address field limitation, we apologize for the inconvenience caused by the character limit. We'll take your feedback into consideration as we explore options for expanding the address field to accommodate longer addresses. We're sorry to hear about the issue with the packaging of the mugs and the broken sample you received. We'll review our packaging protocols to ensure better protection during transit and minimize the risk of breakage. We understand that delivery times are important, and we're actively working on optimizing our production and distribution network to provide faster delivery options in various regions, including Portugal. We appreciate your valuable feedback as it helps us identify areas where we can improve our services. We're committed to providing the best possible experience for our customers, and your input is instrumental in that process. If you have any further suggestions or concerns, please don't hesitate to reach out to our customer support team. Thank you for choosing Gelato for your business, and we look forward to serving you better in the future, Bartosz Gelato Support Team
I love the integration. It works seamlessly. The only concern is the flat rate shipping. Your Shopify store charges a flat rate but the actual shipping cost would vary by weight and there's no way to solve this other than editing shipping profiles for each product and each shipping zone which is quite tedious
Thanks for the review. It's great to hear your thoughts and feedback. We're reaching out with more information on how you can test out our "live shipping rates" which is a great solution to avoid editing the rates manually. If you have any questions our team is available 24/7. Kind regards, Kyle.
The integration with Shopify works impeccably. Things that I would change: - If you published a product with shipping included, you cannot change the option later - for the personalize design the image resizing tool behaves weird. Over all, I'm pretty happy with it by now.
Hi, thanks for your review! We're glad that you're happy with our app. One of our colleagues has gotten in touch with you to learn more about how we can make your experience a 5* one. Kind regards, Adeline
UPDATE: I had a chat with customer service and the problem was solved. It was a glitch, a pretty annoying one but just a glitch! Everything else has been going well since and customer service was extremely nice. So far so good :) This app is so problematic! It went into some of my shopify settings and changed them, for example it changed the fulfillment of some random products of MINE to gelato for no reason, causing people to not be able to purchase them from my store anymore and making me lose sales! HOW RANDOM IS THAT?? Not to mention how hard it is to ignore products on the platform. Jeez. Can't wait for calendar season to be over so I can erase it and never use it again.
Hi, Firstly, I apologise for the technical issues you faced related to fulfilment of some of your products. We appreciate the feedback very much - it is feedback like this that helps us to improve. I reached out to you yesterday as we would like to support you and resolve the issues you faced, but we unfortunately have not heard back. Please know that you can reach out to me directly at any time (I provided my phone number and contact details in the email I sent) if you would like to give us a chance to earn your trust. I look forward to connecting with you soon. Regards, Pradeep SVP Customer Success
Just getting started with Gelato - they called me today to offer extensive support which is wonderful so we can get our colour profiles correct. We are trialling a few of their products and have high hopes of building a wonderful business with them. We will update our review over time with how we get on, but we have made a start and their local delivery and integration with Shopify is a great benefit and much better than the competition as they produce and ship locally in so many countries. A UK customer will expect a product to ship from the UK, whilst a EU or USA customer will also expect local delivery (avoiding tax and delays) and Gelato offer this. We are excited by the potential here.
Hi, First of all, thank you for taking the time to write a review and provide your detailed feedback. You have already provided fantastic insights to the team. It was a pleasure speaking with you on the phone today and learning about your plans to deliver a much better apparel experience for your customers. Cross-continent shipments are unfortunately too common in the print-on-demand apparel industry. At Gelato, we always want to avoid this but sometimes the specific item is sold out and then we send it from other countries. The good news is that in March and April 2021 we are adding 7 new partners for apparel in the EU, North America, and South America. This will significantly reduce the risk for cross-border shipments. It is customers like you that allow us to improve and become a better partner for our customers. Thanks! Achille Achille Mileto Head of Customer Advocacy Gelato
I placed three test orders on Monday, September 30th. Two canvas and one framed print. The company gave me three free orders up to a certain dollar amount, so I thought I'd try it. The items arrived on Saturday - lightning fast. I'll admit that I was skeptical since their canvas prints are considerably cheaper than my current supplier. But the print and durability are easily tied for the best canvas I've ever seen. I didn't give the app 5 stars because the framed print wasn't the best. The plexiglass was dirty, and it didn't seem durable like the canvas prints. Still, I'm extremely happy with my orders.
Hi, Thank you so much for trying out our service and for taking the time to provide your feedback. We are glad you are overall satisfied with your first orders but we would like to ensure we can do anything we can to improve further and give you a 5-star experience. If something is not perfect with your order, we are always very eager to know what that was to report it internally and improve in the future. It would be great to know more about the framed print you received and what exactly was not up to your expectations. Looking forward to supporting your business in the future! Thanks! Achille Achille Mileto Head of Customer Advocacy Gelato API
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