Verified Company
Love Gelatin Labs! The pictures turned out beautifully. They were quick to turn it around, even during the busier holiday season, and drop off was a breeze. I was concerned that most of my low light photos would come out underexposed, but they turned out brilliantly! So happy with the results. Thanks Gelatin Labs :)
I have no doubt this lab does exceptional work based on their hundreds of doting reviews but I get the feeling they may have grown and too big for their britches and taken on too large a work load.
I took a chance on them with 5 rolls of film. Their website noted their turnaround time could be up to 20 days at the time of my order. For faster turnaround they encourage you to choose Fast Pass however the style of scans I was looking for were not available fast pass. I specifically wanted my scans with black borders per client request (part of why I chose Gelatin) and Fringe scans were not eligible for fast pass scanning. I'm now going on 30 days and have yet to receive my scans. Communication started strong with them addressing issues with mailing label, and has completely fallen off since last week when they noted my scans should be done by Friday. It's now a week later and several unanswered emails and no scans.
I hope that they are able to grow their team, scale their production, get back on track timing wise while continuing to do the incredible work prior clients talk about but I don't think I can ever send my film confidently to them again considering this lack of communication and time frame.
Reply from Gelatin Labs
2025.11.21
Hi there, thanks for taking the time to share this. I’m really sorry to hear about your experience, and I want to make sure we fully understand what happened so we can make it right.
You’re correct that our Flexible turnaround side has seen delays recently. We’ve been implementing a lot of improvements to get those orders moving more consistently, but clearly we fell short here, especially on communication, which shouldn’t be happening.
To look into this properly, we’ll need a bit more information about your order. If you can reach out directly to our management team at edilson@gelatinlabs.com, we can dig into the status, understand where the breakdown occurred, and resolve this with you as quickly as possible.
We appreciate you giving us a chance, and we’d really like the opportunity to fix this. We look forward to delivering the quality results you have heard so much about, and that we strive to constantly deliver.
Best,
Ben
You’re correct that our Flexible turnaround side has seen delays recently. We’ve been implementing a lot of improvements to get those orders moving more consistently, but clearly we fell short here, especially on communication, which shouldn’t be happening.
To look into this properly, we’ll need a bit more information about your order. If you can reach out directly to our management team at edilson@gelatinlabs.com, we can dig into the status, understand where the breakdown occurred, and resolve this with you as quickly as possible.
We appreciate you giving us a chance, and we’d really like the opportunity to fix this. We look forward to delivering the quality results you have heard so much about, and that we strive to constantly deliver.
Best,
Ben
I placed the order, sent in the film and have heard nothing after it has been delivered. I reached out multiple times with no response. Really bad service, send your film here if you want to lose memories.
Reply from Gelatin Labs
2025.11.16
Hi Sam,
Sorry if we missed the mark here. We will be reaching out directly to rectify this situation and make it right, including getting eyes on your order, and your scans/negatives delivered safely to you. We do not answer emails on weekends (business hours Monday-Friday) and can take up to 48 hours to respond to status check-ins.
Best,
Ben
Sorry if we missed the mark here. We will be reaching out directly to rectify this situation and make it right, including getting eyes on your order, and your scans/negatives delivered safely to you. We do not answer emails on weekends (business hours Monday-Friday) and can take up to 48 hours to respond to status check-ins.
Best,
Ben
Gelatin was the first place I sent my first roll of film... and I never looked back. The care they take with each roll is reflected in your prints & scans. And if you're worried about turnaround time well.. you can't rush art. Better quality, takes a bit longer and it's worth it <3 I highly recommend Gelatin Labs to friends, family, and YOU!
I’ve used Gelatin labs for the past several months and gotten around 15-20 rolls developed by them. They always provide phenomenal work. Sometimes if you don’t get a fast pass it does take a while, but that just means that other people love them too. They are very responsive when you email them and very helpful when you make mistakes (like rolling out all your film 🫣) THANKS GELATIN TEAM!!