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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2023

    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 ordered custom pajama bottoms for Christmas on December 2. I emailed the company numerous times with no response for them as to when I would be getting them. I could not track my order on line with the order number or the tracking number that they gave me. When I received my order today in the mail, January 5, 2013 one pair of pants for not even mine. They had the wrong pictures on them. So now I am concerned that my pants that have my personalized pictures of my son and my dog out there with somebody else I most certainly do not want that. I have not heard back from customer care, and I dont expect you just from previous experience with them they do not get back to their customers. In the uploads, the picture with man and dog is what I ordered. The picture with just the dog is what I received.

    Customer Answer

    Date: 01/30/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/05/2023

    Type:Product 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 a custom blanket on December 10th for the amount of $77.94 which included a tip and shipping charges. According to their web site it was shipped on December 18th. Today is January 5th and it was never received. They said it would arrive before Christmas. I have emailed the company multiple times and placed a help ticket through their web site but no one has contacted me, there is not a phone number on their web site and any email I received appears to be some automated reply. I have asked for another blanket to be made and shipped ASAP or I want a full refund for the $77.94. At this point I dont even trust this company so a refund is what I am requesting as I dont even know if this is a business.

    Customer Answer

    Date: 01/05/2023

    Better Business Bureau:

    I have already sent an email to BBB earlier today that the lost package arrived so please delete this complaint.  The company never helped or contact me, they were lucky that the package arrived. In  reference to complaint ID ********, and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/05/2023

    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 ordered a set of pajamas on 11/28/22 and on 12/18 received and email that they were shipped. The tracking number shows no information and the item was never received. I have attempted to contact them by email and phone with no response.

    Customer Answer

    Date: 01/29/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/04/2023

    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 placed an order on 11/26/22 order ************* for $67.16 and on Dec 15,2022 order ********* for $29.30. The order gave tracking number but when I try to check on it, it says tracking number doesn't exist. I have not received either order and no response to my emails to them. They send an email from ******************************* saying they will respond but they don't.

    Customer Answer

    Date: 01/29/2023

    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:01/04/2023

    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 $52.85 on 12/7/22 for pajamas to give to my daughter for Christmas. Its been nearly a month now and they havent shipped. Ive inquired twice via email about their status, and only receive a response that reads the following: We would like to acknowledge that we have received your request and a ticket has been created.A support representative will be reviewing your request and will send you a personal response within 3- 5 days due to the overload in the peak season. I was never contacted after the first inquiry I made. Also, I cant locate a phone number to call them. Not a good look. Please help!

    Customer Answer

    Date: 01/27/2023

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

    I am writing to retract my last message stating that the issue was resolved. I did in fact receive the package. However, I was premature in closing the case. I only received half of the shipment. There is no indication, according to the company, that the second half of my shipment is coming. As far as they're concerned, I've received the entire order. I reached out to them on 1/23 to resolve the matter. They responded that I would receive a response after a ticket was created. I have not heard from them. I copied their initial automated response below. I would appreciate any additional help that I could get with this matter. 

     

    Regards, *********************

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

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


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

    *

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

      

     

    Customer Answer

    Date: 02/17/2023

    Better Business Bureau: go

    At this time, I have not been contacted by Gecko Custom regarding complaint ID ********. Every time I try to contact them I receive a form response that a representative will contact me in 3-5 business days. I have reached out no fewer than four times and have never been contacted by the company.

    Sincerely,

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

  • Initial Complaint

    Date:01/04/2023

    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 my pajamas from GeckoCustoms a few days before Thanksgiving expecting a little delay due to the holidays. It is January 4, 2023 and I STILL DON'T HAVE MY ORDER! I received an email a few weeks before Christmas stating that "if you do not receive your order before Christmas you will get a full refund." I STILL HAVEN'T RECEIVED MY FULL REFUND despite multiple emails. I received an email stating that because of the delays I would "get a 20% refund on the delayed order." I am first wanting to report this terrible business and hope to get assistance in getting my refund.

    Customer Answer

    Date: 01/29/2023

    Better Business Bureau:

    At this time, I have not been contacted by Gecko Custom regarding complaint ID ********. Many other people are having similar problems.

    Sincerely,

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

  • Initial Complaint

    Date:01/04/2023

    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 on 12/23/22. And they emailed me back saying they were printing and sent me shipping info on the shop app. But the app shows nothing. And nothing has come about it. I have emailed them three times about my order with no response. And I stated I needed them before a specific time and still no response. I would like to know where my shirts are or a refund. But no one will email me back. This business is ridiculous and is going to have no more business.

  • Initial Complaint

    Date:01/04/2023

    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 item from company on 11/25/2022 (**************) and have yet to receive it. I received 2 emails regarding its shipment followed almost immediately by emails stating a shipping delay. I have contacted customer support 3 times and have yet to be contacted about my concerns,

  • Initial Complaint

    Date:01/04/2023

    Type:Sales and Advertising 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 tee shirt $34.90 and pajama bottoms $39.90 for Christmas and never received them and was charged for them. I sent them a complaint email got no response from the company. I would like my money back.

    Customer Answer

    Date: 01/13/2023

    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,

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



      I want to thank you very much. I have received both of my items.

     

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


  • Initial Complaint

    Date:01/04/2023

    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 an item on their website on November 17 and never received the item. I have emailed them several times to inquiry about the status - as there is no true phone number to reach them. You will see the communication in the supporting document. Very disappointing company

Gecko Custom is NOT a BBB Accredited Business.

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