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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:02/09/2023

    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 2 pajama orders in early December 2022. I received them in separate shipments in January 2023.One order was correct snd the second order had the wrong photo on the pajamas.I have been emailing them and contacting them via the contact info.Supplied but no one responds. Its been nearly 1 month and several attempts for resolution.I just want my order corrected with the correct photo.

  • Initial Complaint

    Date:02/09/2023

    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.
    I spent ***** on flannel plaid custom dog pajama pants. It took over 2 months to get and when I received them they were the wrong order. Not my dog or dog name. I sent an email right away and they are not helping at all. Its the same generic email they respond with. I sent a picture of what I ordered and a picture of what I received and told them I want my money back or my original order. Theres tons of posts I see that say the same thing happened to them and its a scam. Im not sure I will ever get my order or my money back and I originally ordered November 29, 2022. My order number was *************. They havent responded without the generic email and Im not sure its a company at all. They advertise all over ******** and Instagram and get people to order all sorts of items that they never fulfill.

  • Initial Complaint

    Date:02/09/2023

    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 pajamas for my wife. The order was a month after Christmas(I was OK with that.)I ordered a set of tops and bottoms, they only[y sent bottoms. The bottoms were the wrong size. The name of our dog was wrong.They refuse to answer emails.I want the order corrected or my money back.I would caution against doing business with them.

    Customer Answer

    Date: 03/06/2023

    At this time, I have been contacted directly by Gecko Custom regarding complaint ID ********, however my complaint has NOT been resolved because:

    I have been contacted by someone named *********************** from ******* **** ***.  She asked for phots of what was sent, and said she will get the right order to me in the next ***** days.

    I told her that is fine.  i would really like the product, as it was a christmas gift for my wife.  I guess we will shoot for Mother's Day. ;-)

    Please keep this open until it is rectified.  I still have my doubts.

     

    Thanks for all your help!

     

    ***

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:02/09/2023

    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 found this company on a ******** add, which should have been my first clue. I ordered some pants almost 2 week ago, for almost $50. Checking my order, nothing has happened. I have emailed them 3 times and I just get the same automated reply. Do not order from this company! They dont allow you to leave a complaint on their reviews either.

  • Initial Complaint

    Date:02/08/2023

    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 graduation stole on January 25, 2023. Order # ************** The order has not been shipped. I have emailed the company over 6 times for a response. I have tried sending a message via FB messenger. No response. I tried calling a number that is in their marketing emails and no one answers.

    Customer Answer

    Date: 03/06/2023

    At this time, I have been contacted directly by Gecko Custom regarding complaint ID ********, however my complaint has NOT been resolved because:

    Although they claimed to have mailed the product, I did not receive the merchandise as of this date. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:02/08/2023

    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.
    Order placed in mid-November for a holiday gift item. Item not received until mid-January. Item was sent in the wrong size and with a glaring printing error (proof numbers printed over the top of images). Four separate emails to the help email address requesting refund received no response. Meanwhile, I was still receiving marketing emails from this same address. Refund requested 4x over the course of ~2 weeks: zero response.

  • Initial Complaint

    Date:02/07/2023

    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 order for personalized pants on 11/30/22. Website advertised order would be processed in 2-3 days and fast shipping. I kept getting email saying my order was with the shipping company. After I placed my order, the company had added a deadline date for when Christmas orders had to be placed by. Hundreds of people placed orders expecting fast shipping as advertised which was misleading and false advertisement. I emailed asking for an update on when Ill receive my order on Dec 25th, was told its on its way to destination. I reached out via email again in January and was given the same excuse that it was the shipping company causing a delay. Finally on January 26th I received a package containing someone elses pants that I didnt not order. I emailed the company yet again and have complained on their ******** site- along with hundreds of other people who were scammed by this company.

  • Initial Complaint

    Date:02/06/2023

    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 two pair of custom pet phot pajamas on Dec. 7, 2022 for $92.85. I knew I would not get them by Christmas. I received a couple of emails in December and January telling me that they were delayed due to volume. When I finally got the shipping information, it appeared that my package sat in the ******* area since January 17th..... I was fine with the delays as there was nothing I could do. They finally got my order OR PART of my order on Feb 4, 2023. I only received one pair of pajamas. I've emailed several times and tried to call but no one has responded. I want my second pair of pajamas or a refund.

    Customer Answer

    Date: 03/03/2023

    At this time, I have been contacted directly by Gecko Custom regarding complaint ID ********, however my complaint has NOT been resolved because:

    They contacted me and told me the item would be sent to me, I got a tracking notice that it is on its way here on a very slow boat and I can expect it's arrival on April 4-5.  I can no longer see where it is as it is traveling via boat. I will inform you if in fact it does arrive. 

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Customer Answer

    Date: 03/28/2023

    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:02/06/2023

    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.
    I placed an order with GECKOCUSTOM the first week of Dec of 2022. The purchase was intended to be a present. I understood that there could be delays but all over companies I purchased xmas presents from, clearly displayed this but this company did not. I can get over that. It has now been 2 months and the item I purchased still has not arrived. I have requested a refund 4 times now and the company has stopped responding to my emails. I would like the money back so that I can purchase another item for my daughter.

  • Initial Complaint

    Date:02/06/2023

    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've emailed the company five times with no response I've made three phone calls with voice messages with no response they sent me the wrong ******* package excuse my language and they have yet to respond and I don't know how to get a hold of these people I've done my best and I would like what I ordered and paid for and I can't even send the other one back because it goes to freaking ***** so unfortunately I'm not getting any luck maybe you guys can have better luck than me I would like what I ordered it's just a pair of pajamas with my wife's late cat that just passed away after Christmas and I got somebody else's pajamas with their faces on them instead of what I ordered for my wife and I don't know who to get a hold of about this since they're not responding to me so I'm just filing a complaint I've enclosed a picture of the barcode the wrong pajamas and the bag it came in and I just want what I paid for instead of somebody else's stuff thank you yes I am sorry about this

    Customer Answer

    Date: 03/02/2023

    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,

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

Gecko Custom is NOT a BBB Accredited Business.

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