Complaints

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.

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 this company in November. They gave me a tracking number from ***** which is invalid. I have sent several emails regarding a refund of $69.17 total. They promised a refund 3 weeks ago. Now they will not return my emails.

• Initial Complaint

  Date:01/18/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 4 pair of pajama pants from Gecko Custom with their guarantee of Xmas delivery. The order was placed on Wed 11/6 for $117.54 . I was notified that the order would be delayed and offered a full refund which I requested on on December 5th. I never received a response or a refund. I received the order on Jan 17th and it was an incorrect product that I had not ordered. There is no answer to my repeated emails and the customer service number goes straight to voicemail. I want my money back. This business is a complete scam. Please help!

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 clothing item on December 5th. Gecko Custom charged my credit card ***** and I never received the product. I have reached out to their customer service email 3 times and have never received a response. I never received a confirmation email for the original order so I dont even have an order number. I would like my money back.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 custom dog blanket from GeckoCustom on December 5th 2022. I reached out to them December 13th asking for an update on my order since it still hadnt been shipped even though it said it would take 3-5 business days. Got no response. Finally my order shipped December 18th. I received my order on December 20th and it was completely messed up. The dog photo I sent in had been mirrored as well as the dogs name. Resulting in everything to be backwards on the blanket. I sent in 5 tickets to the company in order for them to fix it and/or give me a refund and got zero response. I left a 1 star review on their website because its mind blowing how someone can send out a product like that and not even try to fix the issue. $59.35 for a a messed up custom blanket is frustrating. Whats even more frustrating is that this was for a Christmas gift.

  Customer Answer

  Date: 02/11/2023

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

  [Your Answer Here]

   

  They emailed me saying that due to system error issues their complaints and emails were moved to spam and deleted and to respond to them with my issue. I responded to them with my issue AGAIN. And still not response. That was February 6th  

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  11/16/22-Ordered 3 custom items from Geckocustoms #************* 11/23/22-Received shipping notification with all three items being in that package 12/4/22-After checking the tracking number multiple times since 11/23 the package never got past "shipping info received" which means they made a label and that's it. I assume it never even made it to the post office. Contacted customer service to inquire about my package status.12/5/22-Recieved an email back from Gecko and they said it was the post office's fault.12/6/22-Recieved another shipping notice with a different tracking number saying all three items were where in that "new" package 12/15/22-New package hasn't moved out of "shipping info received" and again has yet to move. I contact Gecko via email again to ask status of my order.12/23/22-Emailed customer service again after not receiving a response to my 12/15 email. I also received a "review your items" email. So I did that. I reviewed them 1 star for each item and explained what I just explained above.12/24/22-Recieved an email back saying I could receive a full refund or wait two to three weeks for my order. I unfortunately said I would wait for 2-3 weeks instead of a full refund.1/3/23-Received another shipping notification for my 3 items. It actually started moving along the route to my home over the next few days.1/7/23-I received a partial package---it's missing an item! I am missing one of my 3 items. I received two sweatpants and I am missing my Hawaiian shirt. I emailed customer service again 1/8/23-Recieved an email from Gecko stating my full order was received and have a great day. Emailed them again stating my FULL order was not received and to please ship it.1/16/23-Still no response. Just a canned we got your message. No actual response from a human being.

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 12/1/2022 I ordered 5 items from this company. I spent a total of $178.65. They have charged my credit card for the full amount but to date I have received only 2 of these items and am still missing 3. I have emailed them several times trying to resolve this issue and get what seems to be an automated response that they will be in touch in 3 to 5 days but that doesnt happen.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Spent $78 on two pair of pajama pants for Christmas for my kids. I ordered at the beginning of November and was promised to have them by Christmas if not I would get a refund. Then after Christmas they told me the order was cancelled and will issue a refund. Never got it. Two months later they showed up and they werent as described the pair didnt have the pictures it was supposed to have and I still have not got a refund after trying to reach out to them several times.

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 shirts of my human belongs to and a picture of my dog that I provided to them. They took the order gave me confirmation number of order and pictures of both shirts simply to make sure was correct it was both approved order they sent me a shipping tracking number from ************* ************** ********************** but it hasnt left a shipping warehouse in 4 days so I called the postal service they said they never received the package from Gecko Custom and sent them emails and called but no response. They are a complete fraud and should be prosecuted for fraud for taking orders and not filling the orders because I dont believe they ever shipped mine out.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 products from them on 12/3/22. The money was immediately charged and taken from my account. I still have not received the products and cannot get any communication back from the company. I believe that I have been scammed. There is also no phone number to call them.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 around December 10th for a custom outdoor rug. The item had the option to select an image of an RV style and have a name. Orders were quoted to go out right away and even highlighted order by dates to meet the by Christmas timeframe. I was disappointed after not seeing the item ship around 5-7 days after order so I emailed the company. I received a response after 2-3 days at which point I had finally seen a shipment notification. Then I learned the item would be coming from ***** and that is where it was. After several more days waiting for it to arrive in the **, I conceded to the idea that it would ever arrive in time as the Christmas gift intended. I continued to inquire after confirming it was in the same location for days with no response from the company. At this point Ive given up hope and found countless unresolved complaints online. I started to believe this company didnt even exist and perhaps they were just a front to charge or get access to my credit card information. I still have not received a response from the company to this day. However the item arrived as a gift to my family today, a full 30 days after ordering. But it arrived with the wrong RV image and a completely different name printed on it. Im in utter disbelief that a company can even operate with such a poor product and customer service. I want my money entirely refunded for the item and the shipping.