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Business Profile

Online Retailer

Gecko Custom

This business is NOT BBB Accredited.

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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:01/27/2023

    Type:Customer Service 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 placed an order for custom printed pajamas in November. They sent me four or five emails saying they were delayed because of the holidays and that they would be delivered in 1-2 weeks. Then said its been sent and on the way. The same emails kept arriving. Today I got another email saying they were printed wrong and asking if I want a reprint or refund. This is a scam. Stringing people along until they eventually just forget about the money. There is no live customer service. No one to respond.

    Customer Answer

    Date: 02/20/2023

    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:01/27/2023

    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 pair of pajamas with dogs on them and received a pair of pajamas with someone elses cats on them. I have emailed them four times to request a refund and have not heard back from them at all. Theres no phone number to contact this company. They are total scam.

    Customer Answer

    Date: 02/21/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/26/2023

    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 custom pajamas for a Christmas present for my girl friend in ********. The product was delayed until January. Today they tell me the address for delivery in ******** was insufficient which is nonsense. These guys are scammers.

  • Initial Complaint

    Date:01/25/2023

    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.
    On 12/3/22 I ordered a set of custom pajamas for my wife with pictures of our two dogs on them. Order #*************. On 1/14/22, item finally arrived. I realize it was shipped from *********, but six weeks is a long time. It did not arrive by Christmas. When my wife opened it, we were surprised to see someone elses dog on the pajamas. And they were pink with hearts, I ordered red. We immediately sent off an email with pictures of the item received. The original order has a picture showing my dogs on red pajamas. Their return policy is terrifying. Item must be returned within 48 hours of receipt, all kinds of restrictionsI received a canned email response saying they would review 3-5 days. I would have been happy with the item if it had our dogs. But, after waiting 6 weeks, not having it till two weeks after Christmas, and here it sits, waiting for instructions on whether to return or donate, that are overdue. My wife wont wear pajamas with someone elses dog on them. Our dogs wont like it. Its like putting another kids picture in your wallet. I offered to donate them to Goodwill. If they want them returned, fine. They can pay the return shipping and send them to the Island of Misfit Toys. I am done with this and dont want to wait another six weeks for a hopefully correct pair. I just want my money back and to be made whole again. I am looking for $52.90 to be credited back to my card. I am having trouble uploading, I think I maxed out after 1st pic. The company has all the pics and emails. I will be happy to resend again if they need anything.

  • Initial Complaint

    Date:01/24/2023

    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.
    On December 1, 2022 I placed an order at ********************************** for a pair of socks and a pair of pajama pants with my dog's face on them as a gift for me son. On January 6, 2023 I received the socks. On January 17, 2023, I received a package with pajama pants, but it wasn't my order. These pants had a white cat with the name "Apolla" on plaid pants. I ordered mine with my black dog, the name ****** and a different design. I emailed the company on 1/17 and received this reply..."Could you please send me some photos of the product that you received and the label code on the plastic bag like that? We need some proof regarding the actual status of the item to send to the ********************** If the products have mistakes or defects, we will support you with all the best in this case.We are looking forward to hearing from you soon! "I replied immediately and sent photos but have received no other replies after repeated attempts to contact them. I have asked for a refund since it took 7 weeks to receive the first pair and they were the wrong order. Could you please help?Order Details below:#************* Sweatpants Christmas Custom Photo Dog Cat For Men and Women N369 HN590 1 $32.95 Custom Photo Cat Tie Dye Socks N304 HN590 1 $19.49 (these were received on 1/6/23)Discount GG2P (-$5.25)Subtotal - $47.19 Shipping - $6.95 Taxes - $54.14 USD

  • Initial Complaint

    Date:01/24/2023

    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 a product from Gecko Customs on 12/1/23 order number: ************* . It was a gift for a birthday. My credit card was charged and received an email that the order was confirmed from the company. It is now January 23rd 2023 and I yet have not received the items. I emailed the company several times and I am not getting responses on when and how will I receive my product that I ordered over 1 month ago. If you can please assist with solving this matter. Thank you

  • Initial Complaint

    Date:01/23/2023

    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.
    Company delivered my order that was not correct and I have made many ( I have all the emails) attempts to resolve the problem with the request to return my order. No one has helped. Customer service first asked for photos, which were sent, and there was no response. I reached out again via email and they requested photos again. When I explained that I had already done that I received NO response. I sent another group of photos and received NO response. After over one month I explained I would report this to BBB and there was no response. I would like a refund of over $300 that we spent for their products that were Christmas gifts. We never were able to give gifts in the place of the products to our family members. So deeply disappointed.

    Customer Answer

    Date: 02/17/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/23/2023

    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.
    11/22/2022 Order 2 custom pajama sets (2 tops, 2 pants) for a Christmas gift $100.00 including tip 01/10/2023 Delivery was made of 1 top and 2 pants - one top missing 01/10/2023 Sent an email to customer service (CS) with picture of items received with a request to complete the order 01/11/2023 Email from CS asking for a review - replied restating an item missing 01/12/2023 Email from CS saying order complete 01/13/2023 Reply to CS again restating item missing 01/13/2013 Email from CS indicating ticket started on my email No replies since then except a solicitation to make another purchase I would really like completion of the order so I can give the items to my son and daughter-in-law.Absent that I would like a full refund for the aggravation.Order # ************** ******************* ****************************************************** ************

    Customer Answer

    Date: 02/16/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/20/2023

    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.
    Custom PJ pants were ordered on 12/5/22, after more than a month and multiple emails the wrong pants arrived. I emailed the company requesting a refund as I do not have a cat named tot and did not order child sized pants. My emails have gone unanswered and they charged my cc more than a month ago. The company is defrauding customers. I would like a refund of the full amount of the original order. (Im happy to send the tot pants back as well) I have included pictures of what was ordered vs what was received.

  • Initial Complaint

    Date:01/19/2023

    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 place and pay an order, on December 20th 2022, and up to this day I havent received any updates, several emails have been sent and havent received any response just an automated email acknowledge that they have received an email and a ticket has been open, but yet no response after numerous emails- I just need an update on this merchandise

Gecko Custom is NOT a BBB Accredited Business.

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