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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

  • 349 total complaints in the last 3 years.
  • 48 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:02/06/2023

    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,

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

  • Initial Complaint

    Date:02/06/2023

    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.
    Items were originally supposed to arrive in early December. When I placed the order I was sent an email showing what the final product would look like. It said to check the examples for photo quality. The files it looked fine. On December 5th I received an email that said if the package was not received by December 25th that it would be refunded. On 1/5/2023 I received a package that contained one of the two items I ordered. The print quality did NOT match that of the sample I was sent via email. The second item in the package isn't even mine. No response when trying to resolve.

    Customer Answer

    Date: 03/02/2023

    Better Business Bureau:

    At this time, I have not been contacted by Gecko Custom regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/06/2023

    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.
    On 11.25.22 I placed an order online with Gecko Custom for custom pajamas. Order #************** totalling $248.13 I ordered days before their deadline which was stated on their website (that orders must be received by date in order to be delivered by Christmas). I received an email 12/5/22 stating the order is on the way along with tracking link. The link never provided any information to track and did not show that it shipped.On 12/24/22 I received an email apologizing for delivery delay and offering a full refund. I responded that I would like the full refund. The order was delayed by 8 weeks. From that point on, I did not receive any further communication from them regarding the issue. The items did arrive 4 weeks later (1/17/23). This was way past the time they said they would deliver it and when I needed the items. From that point on I only received their automated email following my inquiry about the credit "that they received my inquiry..." No credit or communication regarding the issue has been received as of 2/4/23. I am still waiting for a full refund as stated in one of the emails attached and hope you can assist with me receiving my refund.

  • 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 and paid for five pairs of pajama pants but received four. Contacted customer service multiple times and received no response.

    Customer Answer

    Date: 03/02/2023

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

    I am still waiting to receive the products I ordered in November

     

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 04/20/2023

    After filing the complaint, the business contacted me and sent the products I ordered.  Issue is closed.

  • Initial Complaint

    Date:02/02/2023

    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.
    I ordered a black sweat shirt personalized with Class of 2023 with my grandson name on it. This order was placed on 12/12/2022. Order no. #*************. A sweatshirt arrived a little after Christmas but it was not the right order. It was green in color and had a music group name on the front of the sweatshirt. I immediately sent an email back to the company and received an automated response which stated due to the holidays I may not receive feedback 3 to 5 days which I would have been happy with but it has been over a month now and still no response. I have sent 2 or 3 emails since still no response. I would like to have the correct order sent to me since I have already showed the picture of this sweatshirt to my grandson. I paid $56.30 for this item.

  • Initial Complaint

    Date:02/02/2023

    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.
    I ordered an item, they charged me immediately, never sent the item, and despite four emails, they don't respond. I want a full refund.

    Customer Answer

    Date: 02/27/2023

    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 to "wait" for the product.  This product was a gift and it took nearly two months to arrive.  each time I contacted them, they told me to be patient.  Their website should say that they don't ship products for two months as they are refusing to cancel the order or refund me.

     

     

     

     

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

    Sincerely,

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

  • Initial Complaint

    Date:02/02/2023

    Type:Order 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.
    December 1, 2022 - I placed an order for pajamas and a nightgown custom made ORDER #*************. They sent the pajamas that looked great on December 29th, but not the nightgown. We then receive a jacket that we didn't order instead of the nightgown. They responded to my emails asking for information and then more information. Now that I have provided all the information they stopped responding. It's been 2 weeks since they have communicated with me. They now have all the comments turned off on their ads and now I would like to return the wrong item, receive my order I paid for or get a refund. I hear nothing back.

  • Initial Complaint

    Date:02/02/2023

    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 purchased a gift for my husband for Christmas. Order # is ************* and I paid a total of $40.90. I ordered a size XL with my white poodle imprinted and have the proof sample they sent to me. I received an extra large shirt with a different dog imprinted on the shirts, I assume is someone elses order. I have emailed 3 times and called 3 times with no response. I am asking for either the correct product or a refund.

  • Initial Complaint

    Date:02/01/2023

    Type:Sales and Advertising 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 pajama set in December of 2022 for which I paid the full price of $51.90. Only the pants (not top) were received on 1/23/23. I have sent 65 emails stating the problem and asking for a resolution. I have received absolutely NO response. I have no other way to contact this company other than through the email ********************************* The email is correct because there were several exchanges when getting a status update prior to the partial delivery.

  • Initial Complaint

    Date:02/01/2023

    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 ordered two pairs of pants almost two months ago. The company is not transparent at all about their shipping time (website says 5-7 days). I finally received my package earlier this week and only received 1 of my 2 pairs of pants! I have emailed customer service **** times and get no response. I was charged for goods not delivered. This site should be shut down - it is a scam.

    Customer Answer

    Date: 02/25/2023

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

    Several emails and finally received one of the two items I ordered but never received the second one.

     

     

     

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

    Sincerely,

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

Gecko Custom is NOT a BBB Accredited Business.

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