Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/01/2023

    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 on 11/30/22 for $83.85 for a pair of adult pants and a kids pajama set. I understood that these would not be here of Christmas because I ordered 4 days after the cutoff date. All of January I have emailed customer service to inquire about my order and when it will be shipped. I get an automated email that says someone will get back to me in 3-5 days and no one ever emails me back. This has happened numerous times. Yesterday (1/26/23) the items finally arrived. The worst part about this whole situation is I got completely the wrong items. Both items were supposed to be a black and white background with cats faces on them. I received a pair of pink adult pants with dog faces on them and just the bottoms of the kids sets with other dog faces on them. Now my niece does not have her Christmas present and I am out $83.00.

  • 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 placed a personalized order as a Christmas gift. I believe I received an item from them on 12-15-22. It was offensive and obviously not the one that I ordered (the CORRECT was order #*************). . I reached out to their customer service on three different occasions for a resolution and received responding emails that a ticket had been created but never received a follow up email for a resolution. I paid $35.90 for a very nice personalized item for my daughter and it would be great if I would actually receive that item. Thank you,*********************.

    Customer Answer

    Date: 02/27/2023

    Better Business Bureau:

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

     

     

    I have not received a response from Gecko to resolve my issue. My ID is ********. 

    Thank you,

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


  • Initial Complaint

    Date:01/31/2023

    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 pajama pants for a Christmas present. I ordered them 11/29/2022. I have been told through email that my item was shipped now today I got an email saying it was sent back to sender. I would like to know if they are sending them again or I want my money back.

  • Initial Complaint

    Date:01/31/2023

    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.
    11/21/22: Purchased 8 items total price $240.84 via PayPal-using my ****** Bank debit card, guaranteed Christmas delivery if ordered by 11/22/22 12/05/22: received email that shipping delay & if order not received by Christmas- full refund 12/16/22: I sent email requesting refund 12/20/22: email received- shipping delays continue, offered a 20% refund & upgraded shipping 12/24/22: email received with apology for delivery delay & that I had 2 options. 1- full refund if I didn't want to wait for item -OR- 2- wait 2-3 weeks for shipment to arrive 12/24/22: I sent response email that I wanted a refund & to cancel the order 01/01/23: I filed a claim with PayPal, requesting full refund 01/09/23: Seller updated PayPal with a shipping number 01/10/23: received 6 of 8 items in my order(never received remaining 2), updated PayPal & requested a full refund as they didn't arrive by Christmas & was guaranteed a refund if not received by Christmas, as well as reinforced by email from seller on 12/24/22 01/20/23: PayPal emailed me instructing me to file a complaint with law enforcement 01/30/23: PayPal closed my case, as I didn't get complaint filed with law enforcement in time 01/30/23: Complaint filed with Internet **************************

  • Initial Complaint

    Date:01/31/2023

    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 have emailed this company over 3 months about an item I purchased. I do not get any return emails and all I want is a refund for an item they clearly are not sending to me. I have emailed them over 20 times. I do not think they are a legitimate company.

  • Initial Complaint

    Date:01/30/2023

    Type:Service or Repair 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 a custom sign on 10/31/22. I received the sign and the corner was bent and the paint chipped. I emailed Gecko after I received the shipment 11/19/22. I was told they would replace the item. I received the 2nd shipment 12/14/22 and not only was the corner bent, but the whole metal sign was bent, it did not lay flat. It was worse than the first sign. I paid $59.54 for this item and I just want my money back. I have sent 6 emails trying to get this rectified with not one reply back. The following number is their invoice number supplied to me. ************************* I have included 3 pictures of the items sent to me.

    Customer Answer

    Date: 02/22/2023

    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:01/27/2023

    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 an order for 3 pairs of pajames on 12/2/22 for delivery by Christmas. After numerous attempts to contact the business, received email stating order will be received after Christmas. Received an incorrect order 1/13/23. I received another person's order. I have been trying to call, email and message them for since 1/13/23, but have not received any response.

    Customer Answer

    Date: 02/21/2023

    At this time, I have been contacted directly by Gecko Custom regarding complaint ID ********, however my complaint has NOT been resolved because: the emails I have been receiving are auto generated emails.  I have not been contacted by a 'real' person.  I keep sending the same email to them.  I received the wrong order. I received someone else's order.  They keep sending computer generated emails asking what is wrong with my order.  I am getting nowhere. 

     

     

     

     

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

    Sincerely,

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

  • Initial Complaint

    Date:01/27/2023

    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 my order for 4 custom pajama bottoms on 11/24/22, hoping to receive the order for Christmas. After multiple emails requesting updated shipping, I finally received my order, however it was only half my order. Again, multiple emails requesting refund on missing items with no response.

  • Initial Complaint

    Date:01/27/2023

    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 was shorted a pair of custom pants in my order. I have reached out numerous times and no one will respond to me to rectify this.

  • Initial Complaint

    Date:01/27/2023

    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.
    Ordered A product on November 28th, 2022. **************. I have never received it and I have emailed and called, several times.Tracking # *************.Package hasn't moved since January 6th, 2023

    Customer Answer

    Date: 02/21/2023

    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.