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Business Profile

Online Retailer

Gecko Custom

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 348 total complaints in the last 3 years.
  • 52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/28/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I order an item from this company. Waited a few weeks to show it was shipped. Finally was shipped and supposedly delivered in May but I never received said item. Contacted them MULTIPLE times. Never once responded. I then opened a complaint through ****** and they finally responded to them on the last day of the case and my case was closed down because they showed proof my item was delivered even though it was not. No picture of said item shown at my house or anything. I kept trying to reach out to them multiple times and they never do . Finally got a response saying they cannot refund me my money or replace item. They can only reprint a new one if I cover shipping which is ridiculous. This was a Fathers Day present and I never received it nor did they respond until way after fathers day

    Customer Answer

    Date: 07/23/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gecko Custom has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ******* *******

  • Initial Complaint

    Date:06/21/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a picture for my husband for fathers day that said dada, I received a picture in mail that said daddy with a black family behind the letters. i have sent multiple emails and called the company with an email stating this is "our busy time and we will get back to you when able" the order came on 6-16. wrong order, wrong family, wrong picture. I would really like my correct order sent to my address.

  • Initial Complaint

    Date:06/18/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased two custom graduation stoles on 5/6/25 and upon tracking the order it stated in transit since 5/10/25. Policy states that If your order hasn't been updated for more than 15 days for orders within the Us and more than 25 days for international orders, you do have the right to request a refund or a new replacement for that order.. I have sent multiple emails to gecko customs and they are refusing to give me a refund, stating that the package is in transit. Today, 6/19/25. They emailed me offering to send the item again which I no longer need at this point. They are still to give me a refund for a product that I have not received in over a month.

    Customer Answer

    Date: 06/19/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** *****



     

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pet memorial sign that cost over $45. I received it and it is paper thing........It's supposed to be metal, but it's super thin. The tail of the dog and the paw were broken. I received this on 6/4/*0*5. On their website it says to notify them within 4 days of damage. I notified them within hours.Their site says that they refund if "damaged due to the fault of our factory or the carrier".I keep receiving the same response, that they will notify me what they will do within *4 hours. It's obvious that this is a scam, that their customer service is foreign and outsourced. So, 5 days later and I still don't have a resolution. This is the email they just send over and over "Thank you for reaching out to us. I am so sorry to hear that your Custom ************************** Stake arrived broken. I understand how frustrating this must be, especially given the sentimental nature of the item, and I want to assure you that I'm here to help resolve this as quickly as possible. I understand that you are requesting a refund for order #************** due to the damage to the garden stake. I am checking with our team regarding your refund request and will follow up with you within *4 hours with a detailed answer. I want to reassure you that Ill make this process as smooth as possible. Please don't hesitate to reply if you have any further questions or needs. Thank you for your patience and understanding. Warm regards, ************************************************ Support Team GeckoCustom **************"

  • Initial Complaint

    Date:06/06/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered from Gecko Custom on May 7, 2025. I ordered a graduation banner for my house to display for my sons high school graduation. When I placed the order, I was told my order would arrive between May 21 and June 1. His graduation is June 6, so this would have been plenty of time to display it. First of all, this company ships from *****, but they dont disclose that at any point in the ordering process. Then when it did ship, the tracking information was very vague, and my package wouldnt move for days. When I inquired about it, I got what looked like automated responses about how sometimes tracking information takes time to update and my package would arrive in the standard shipping time of ***** business days and would be to me by June 5. That was totally different from what my delivery time frame was when I placed the order. Now my order appears to be lost in the mail, as nothing has happened with it since May 28, and its now June 6. *** reached out to the company twice now for a refund, and they havent even responded to my emails.

    Customer Answer

    Date: 06/23/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved and my order has been refunded.

    Sincerely,

    ****** *****



     

  • Initial Complaint

    Date:05/24/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed a order for two custom-made sashes with the delivery date the week of the 22nd I received an email that my package was delivered today the 24th I never received the package I also ordered a third one on the 9th still receive nothing I want a full refund

  • Initial Complaint

    Date:05/23/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a personalized banner for my sons graduation in May 8th. I have emailed them twice and finally on May23rd they responded with my package has been delivered. They lied. Nothing was ever delivered and they scammed me out of $70.00. DO NOT order from this company. Their instagram page is full of comments from people looking for their product.

  • Initial Complaint

    Date:05/19/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order April 29 for a mothers day photo gift . I reached out to Gecko mid week before mothers day i was told it was lost in shipping. Then i was told another one would be shipped out i asked as a courtesy could they express ship due to do my inconvenience. I was never given an answer, and I am still waiting for the product as as of today, which is Monday, May 19 2025

  • Initial Complaint

    Date:05/19/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered an item about a month ago for graduation. It never came and o cant get anyone at the company to respond. They are a fraud.

  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Based on an Instagram ad, I ordered a personalized glass (with photo of our dog, etc) for Mothers Day weeks ahead of time. It has still not arrived four days after Mothers Day. On the website it shows that my order is pending. I have sent three emails to the company requesting personalized responses about my order and each time I receive a different non-personalized response that seems to be AI generated. They took my money. This definitely seems like a scam. I have seen several other reviews with the same or similar issues.

Gecko Custom is NOT a BBB Accredited Business.

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