Review Time
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!
I was very stressed as two shirts for a client was sent to them misproportioned sizing as probably a defect on the cutting, not sure. Either way the client had a group event in another state and needed the corrected items by a certain date, the customer service rep rushed the corrected items and processing so that they had them in time. I am very grateful they made it happen even tho the actual shirt being defective was not their error and the printing was done correctly. Thank you from The Saucy Paws family and my client is super happy as well!
It was a good experience, but a combination of user error and odd placement had my wallet twinge a bit. When going through, you can change currencies. I mistakenly changed only the product's currency, resulting in a loss of profit. I then noticed I was still receiving funds in the wrong currency, not realizing the entire adjustment needed was in the actual store in addition to the items. I feel the currency should apply your chosen country's currency by default to avoid issues like this.
It’s great that we can design items through Gelato, then link our stores, and Gelato automatically deals with shipping the orders. And I like that if I need to renew my old listings that were originally connected to Gelato, I like that the listings stay connected when renewed.
I have been using this service for three years to print and send my family calendars. Everything was excellent until this year. My orders were previously handled promptly, and the print quality was impressive. However, this year has seen a significant decline in support, largely due to AI involvement. One of my orders has been in production for over two weeks now. I've reported the issue three times, only to receive generic responses about delays. It's frustrating that the support email seems to be neglected. I'm puzzled as to why there is a support email if it doesn't offer real assistance. There are no alternative contacts listed for help. I've attempted to chat with a representative several times, but the wait times exceed ten minutes each time, leaving me with no choice but to rely on email support, which is ineffective. I'm unable to receive a refund for this problematic order. They keep asking me to wait another week and report the issue again, which is incredibly frustrating. Additionally, several of my other orders were delayed in the queue for five to seven days before printing. The print quality this year has also deteriorated; the photos appear overly contrasty and washed out. I will not be using this service again.
This Christmas season has been incredibly chaotic. Orders placed in November were still unshipped by mid to late December, despite clear commitments and advertised deadlines for delivery. These deadlines were not met, resulting in customers being left without gifts and me spending countless hours on damage control. Quality control has also been a significant issue. Prints were sent from various print houses without consistency or proper oversight, leading to varying quality that should never reach customers. Additionally, prints were packed in flimsy cardboard boxes instead of protective tubes, causing damage during transit. This is unacceptable for fine art prints. What ensued was a considerable amount of customer service effort, responding to understandably frustrated customers, issuing refunds, arranging replacements, and dealing with reputational harm—all due to issues beyond my control. With missed shipping deadlines, poor communication, lack of quality assurance, and inadequate packaging, this has been one of the worst fulfillment experiences I've encountered in years. I cannot depend on the service during busy periods, which completely undermines the purpose of a print-on-demand partner. Given this experience, I would highly advise other sellers to think twice before trusting the service with time-sensitive orders.
Update 12/23: Several orders placed in November and early December were upgraded to 2-day shipping, but have now been reverted back to standard shipping. There has been no communication, no explanation, and no refunds. I am requesting refunds for these orders. I strongly advise other businesses against relying on this service for their fulfillment or timelines. This year, a Christmas delivery guarantee was advertised with cutoff dates of December 14 (standard) and December 17 (priority). However, I have orders from November 29 to December 6 that have not shipped as of late December 22. The company is also unresponsive regarding refunds for these orders, which were placed well within the guaranteed timeframe. I have had to refund 20% of my orders out of my own pocket, while this service seems indifferent to their promise of holiday fulfillment. This raises a crucial question: what is the point of a guarantee if it is not honored? Communication throughout this month has been misleading at best. Multiple customer service agents assured me that delayed orders were “about to ship,” but days passed with no updates. Whether this misinformation was due to a lack of internal awareness or a disregard for accuracy, the outcome was the same: false reassurance that directly affected my business and my customers. During the peak season, this company failed to meet its commitments and did not take responsibility afterward. Although one agent mentioned “compensation” in their reply, there has been no further discussion on this matter. As an annual member with a membership renewal coming up next month, I am seriously considering cancellation and would encourage others to do the same. The only concession made was a shipping upgrade, which is the bare minimum response given the scale of their failure and the lack of communication. They do not seem to value long-term customers. Small businesses depend on trust, transparency, and reliability. This holiday season, this service demonstrated none of these qualities. Based on my experience, I cannot recommend them to anyone who values their reputation or their customers. Exercise extreme caution.
Orders from November remain unresolved. I was promised upgraded shipping, but that did not apply to all of my orders, and after I raised this issue, I received no response. I was assured of a clear update on Monday, which also did not occur. I've had to issue refunds to several customers for orders that are over two weeks old without any progress or updates, and there has been no refund from the service for me. It's incredibly difficult to reach a real person to discuss this matter.
I’ve relied on a printing service for several years for canvases and they’ve been excellent. However, this review focuses on their mug printing service. My usual supplier was relocating, so I decided to try this service. It was slightly pricier, but I thought it would be a suitable temporary solution for the three-week gap until my regular printer reopened. Fortunately, I only placed a trial order for one mug on December 3rd, and as of December 12th, it still hasn’t been picked up by the courier. Although a tracking number was issued, it shows the item as shipped when it clearly hasn’t. The delivery date has already shifted from the 8th to the 15th. I’ve decided to cancel my other orders with them, uncertain of when they would arrive, and I’ve had to close my online shop early to prevent disappointing customers. This is particularly frustrating during the holiday season when people purchase mugs for secret Santa gifts and presents. I recommend switching to a more reliable supplier for mug printing, as they are known for their efficiency and timely shipping.
For over 2 years, whenever I've contacted the company for assistance, I've always received a response and, more often than not, they've helped me resolve my issues. At the very least, they put forth every effort possible. The commitment to my small business has been outstanding. The company has truly shown to be an exceptional partner! I can't recommend them highly enough!
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With 140+ local production hubs in 32 countries, Gelato lets you sell custom products globally without inventory or upfront costs. From T-shirts and hoodies to wall art, mugs, and photo books, your products are made locally and delivered quickly to your customers.
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