gelato pique — Local services in New York

Do not trust their online ordering even for in-store pick-up. Buy only in person.

Context: I’m from Tokyo and have shopped in Japan and also at the NYC shop. I had a bad experience before where my online order took over two weeks to be processed during a non-busy time - the item was in stock in the store and I could have just gone to pick it up instead of waiting for a month. I also have worked in a warehouse on the fulfillment end so I’m truly confused despite having empathy for how things can get lost/overlooked. But since I do love the brand I figured ok I’ll only order what their website says is IN STOCK in the shop and order for pickup to prevent a similar disaster especially since this was a time sensitive birthday present.

I spoke to someone on the phone multiple times on various days to confirm that my order would be ready for pickup on a specific day - a date that was more than what the website said would be the processing time for IN STOCK at store items. I moved my entire schedule to make it so I could pickup my order to meet my deadline. I waited in the store for over 30 min with employees who were just as confused - my order wasn’t ready and now they have to overnight it and it’ll arrive too late.

I’m disappointed. I understand it takes time to process things and they do state that on their website but to be told that my order would be ready after checking in multiple times - making the trip- changing my plans - having my time wasted AND my order in fact...

i do love their items, but it's in spite of everything else about how this company is run. be careful with what you buy. the return policy is very restrictive, if you use a code or if it's on sale, you cannot return it ever. shipping is pretty slow, even if you try to just pick stuff up at the storefront. and worst of all in my opinion, which I don't think anyone has mentioned yet, is that their items are all "dry clean only or handwashing" WHICH IS ABSURD. all of these items are rayon, spandex, or polyester, so there really isn't any reason these should require such delicacy. some items you can get away with washing in a washer dryer, but a lot of their fuzzy materials will not feel the same after you put them in the wash, so I avoid buying those now. that being said, the quality of their collabs and cool touch items is amazing and if you're committed to hand washing certain items, it's...

I am upset by the service provided by Gelato Pique. I placed an online order through their website on December 7 to allow ample time for processing and shipping. As of December 17, they had not provided me with any updates on my item and when it would be delivered. I reached out to their shipping service "Route" which is an added charge on the orders. They mentioned they had no information on the package as Gelato Pique order still showed as unfulfilled. I emailed Gelato Pique directly on December 18 to understand more about the situation, they said "For orders placed between December 1-15th, we are aiming to have them delivered on or before December 23rd"

Today, December 21 I finally got an email from FedEx that my package is expected to be delivered on December 26....way after the day...