Gelato: Print on Demand

I have been a Gelato customer for nearly a year with over $125,000 in sales this calendar year through their platform. Until recently, I have been largely happy with the service — product quality has been consistently good and the platform generally works well. That makes my current experience all the more frustrating. For several weeks I have been completely unable to publish new products to my Shopify store without performing a "Sync Products" action for every single product I attempt to add. I have contacted support at least six times, worked through every troubleshooting step suggested, and currently have open tickets with no resolution. The last two support representatives I communicated with stopped responding entirely and never followed up. Now, the situation has worsened — product sync now freezes at 1% and will not complete, leaving me fully blocked from both publishing and syncing my store. I understand technical issues happen. What is not acceptable is weeks of silence, ghosted support agents, and open tickets going nowhere. New designs I cannot publish are revenue I cannot generate. I am giving Gelato one final opportunity to resolve this before moving my fulfillment to another platform.

I was so enthusiastic when I found you concept. I build up the products with many bright colors (which is the concept of my vision). Only to find out in all the many test orders I have placed that the colors that are marked available for the customer were not available. So I place the order, pay and minutes later I get the mail that these products are not available. This is frustrating for me. BUT I imagine how frustrating it can be for a costomer. He/she chooses carefully products they like and then they can´t receive the order. They will never set foot again there. The only thing that works perfectly are water bottles. They are delivered within 2 days, that´s why I give you 2 stars. I WOULD HAVE DREAMT SO MUCH TO GIVE YOU A 5 STAR REVIEW..... honestly... I had SO MUCH HOPE in your concept

Tried Gelato based on a recommendation, but the platform didn’t quite meet my expectations. The layout feels a bit clunky, and some of the features aren’t as intuitive as I’d like. Making small edits to existing products or navigating between sections took more time than expected. It works, but I found myself second-guessing simple steps more than I should on a business tool. Hoping future updates make it smoother to use.

Tried Gelato hoping for an easy setup, but the platform feels clunky and confusing. Navigation isn’t intuitive, and basic tasks like updating products or making changes take way more time than they should. The system seems buggy at times, which just adds to the frustration. Definitely not the smooth experience I expected.

A lot of times, Gelato's printing partners print the shipping label but never actually ship the package, and when you bring the issue to their attention they reply with a copy and paste: "Unfortunately, in this particular case, I will not be able to process a refund/reprint as it has been more than 30 days since the order was supposed to be delivered. Please let us know if you have any questions." This has happened way too many times this year. It is very frustrating because I am a Gelato+ user, and I have thousands of orders monthly, so I am unable to check the tracking of every single order on a daily basis! I check when my customer complains that they never received an order, or when an order is late and hasn't been shipped. I also had to close one my sales channel due to late shipping from Gelato. They would delay, delay and when the customer requested to cancel the order (on that platform they receive refund immediately if there is no tracking yet) Gelato would then issue a tracking number almost immediately, and mark as "shipped", so I ended up shipping hundreds of products for my customers out of my pocket, because Gelato claimed it was shipped (just because they created a label- but never actually shipped). I received so many negative reviews for "I never received my product" Seller never shipped my order", that I decided to close the entire shop on that platform. Customer service quality has been declining pretty fast. I t used to be a good POD service, but I am transitioning to another POD company due these issues I've experienced lately.

I've only had issues with this app to send products to Finland. People haven't got any info when package have arrived and when ordering samples to Estonia they all got lost at the first try. I needed to uninstall since at least to Finland and especially to Estonia this is not usable. Customer service has been helpfull and app itself works. So maybe some other country it's fine but for me no.

Nice products but the automatic availability update doesn't work on a reliable basis. So it might be that you sold tons of shirts over the weekend and monday they cancel all orders. No reimbursement on your loss. No proactive or realtime info that something is out of stock. Could be so easy. Customer service is rather quick but can't help, cause they have no insights on availability.

Having major issues with product availability and how to track availability. I chose Gelato to supply art prints for my store but found that many of the products are out of stock after I spent a long time creating them. There is no indication of stock levels or when products will be back in stock again. Support is poor, the agent is never available because of technical problems and no way of finding out if the products are out of stock and when they will be available again, or if they are in fact discontinued. Why have them in the product catalogue if they are discontinued or unavailable? , as it's very time-consuming to upload products in the first place. Seriously thinking of changing suppliers and starting all over again. Need support!

I really have to say I am very disappointed with Gelato at the moment. I addition to the problems with the hanging brackets (see below), a lot of the aluminum prints get damaged in the mail multiple times!! Because the prints are wrapped in the THIN CARDBOARD with no corner protection, I am soooo tired of the problems, that keeps getting worse insted of better..... :-( The aluminum prints used to come in a proper box, now its just terrible thin cardboard, really a scandal. There is also no way of contacting Gelato to let them no, instead I have to write a poor review to get attention. But really; print quality good, and customer service good, but except a lot of problems with shipping damages and repeated problems that never becomes better :-( I am generally very happy with Gelato. The print quality is superb and the customer service is amazing. But I have one huge problem with the hanging brackets of the large aluminum prints that has a very good print quality and is very popular; they are not strong enough for the large prints, so I have had around 30+ customers where the print fell down. Once damaging a newly renovated flooring and expensive wallpaper. Its very stressful and after many attempts, I have succeeded in getting Gelato to take this seriously, but they are NOT changing anything.

An update: Ultimately disappointed with their service. Unhelpful and clueless customer service. Uneven print quality. Very limited product range in the apparel category. Confusing and slow design editor that they keep changing all the time and not always for the better. Their price point is still good but that's all.