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:01/03/2023

    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.
    Placed an order on their site guaranteeing delivery of items before Christmas so I placed an order on November 29. Nowhere on their site did it say anything about the items being shipped from *****. I got a tracking notification that it was on the way, and then it arrived in a port on Christmas Eve *** I have yet to see the package. I have also sent two emails to the customer service team. I got an acknowledgment that they received the email and that would be 3 to 5 days for someone to contact me that was on December 24 and I have yet to hear from anyone. I would like my money back seeing as I have yet to receive the goods and they are close to two weeks late.

  • Initial Complaint

    Date:01/03/2023

    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 shirt from GECKO Custom which has been stuck in processing since 11/24/22. The company promised via email a full refund if the item was not received by Christmas. I have requested a refund multiple times only to receive a canned email response with no confirmation of a refundJust the same email over and over. There is no legitimate customer service entity to whom I can speak. Basically this company has taken my money, promised a refund when the product was not delivered by Christmas, and now refuses to issue the refund by ignoring my repeated ( at least 10 times) requests. The order number is *************. Please assist me with obtaining my refund for a product that I paid for but that has never been delivered.

    Customer Answer

    Date: 01/28/2023

    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]

    The order arrived over two months late in mid-January.  It was intended as a Christmas gift, and the company had offered in email a refund if the order did not arrive by Christmas.  I requested the refund multiple times but my requests were ignored. I had to buy another gift. There is no way to contact customer service by phone; it is all through email. Often my requests were ignored, and when there was a response, it was a general email that did not acknowledge or respond to my specific requests. This company is a shamunethical and duplicitous. 

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 05/08/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/03/2023

    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 my order on 11/21/22 (*************) approved the art file on 11/25/22. I received an email confirming the shipment on 11/28/22. When tracking the shipment, it never moved from "pending" status. I sent multiple emails to their help desk and never received a reply other than the auto-generated one. I left a negative review on one of the ******** post by the company and they immediately replied to the post that my item was shipped and would arrive on 12/23. The company DMd me and provided a false tracking number, one that didn't tie back to my order and shipped to a completely different state. I continued to message the company who told me that my package had been lost in transit. I asked to have my order re-made and shipped to me. I asked that the company expedite the shipment due to the inconvenience and they refused saying they would only do so if I paid more money. They said my options were to pay for expedited shipping myself, wait another 30+ days for replacement, or cancel my order. I told them I would not pay anything additional and that the company should cover the expedited shipping due to all the issues. I told them NOT to cancel my order and asked for contact information for their CEO. I received a message saying "it sounds like you want us to cancel your order", which I responded back DO NOT CANCEL my order, and again asked for their CEOs information. I have not heard back from them, but received an auto generated message that my order was cancelled. I have NOT received any money back from them.

    Customer Answer

    Date: 01/28/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/03/2023

    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 on NOVEMBER 20th for my brother and his fiancee. I get an email on CHRISTMAS EVE....CHRISTMAS EVE...that the order has been delayed and that it won't arrive until well after the holiday. I was given the options of still receiving the item or receiving a full refund. I emailed the company saying that I would like to be refunded for shipping and given a discounted price for the pajama pants being that 1) I ordered the items 4 weeks ahead of time and 2) that the company waited until literally the last moments before the holiday to let me know that the items would be delayed. I had to scramble and purchase my brother and his fiancee alternative gifts ON CHRISTMAS EVE!! Needless to say, I got no reply from anyone from the company after I emailed AND now the items are somewhere in *****!!! HORRIBLE! They should be ashamed of themselves.

  • Initial Complaint

    Date:01/03/2023

    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 5 pair of sweatpants/pajamas on December 2,2022 for $165.08. It is now January 2, 2023 and I have yet to receive my items. The tracking number does not work. ******************

  • Initial Complaint

    Date:01/03/2023

    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 product Dec11, to receive by Christmas. Emailed company several times no response. Just received gauge response about delivery in 2-3 weeks. Went to trustpilot and looks like whole bunch of people have had same problem. My request for refund has been ignored

  • Initial Complaint

    Date:01/03/2023

    Type:Customer Service 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.
    Placed an order and paid for a custom shirt on November 19, 2022. Order #************* for $44.90 and I even paid $9.95 for shipping plus insurance. On December 20 I tried to check the tracking and it gave me no useful information just random numbers. I contacted customer support asking for an order update and the auto reply said Id get a reply within 3-5 days. As of December 30, I still have no response. Now that I see similar complaints in bbb.org, Im going ahead and filing this complaint since this doesnt seem to be unusual for them. Theyve already sent me automated emails twice asking me to review the item I havent received.At this point, Id prefer a refund because I dont have much faith in the quality of the product based on reviews. If that isnt possible, I need actual shipping information and delivery.

  • Initial Complaint

    Date:01/03/2023

    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 2 pair PJ pants on Nov 25th. #************** 12/5 email said was on the way, gave tracking number. Tracking # did not work,,,its ***** Got a letter of apology 12/20 saying my things needed to be sent in an Epacket. Dec 25 they said they would refund or send in 2 weeks. I replied could i get a tracking # since i will now be out of the state and someone needs to go to my house and pick package up. ,,,,have not heard back . I have emailed daily to any name i can find , i cannot find a phone number though i did find a text only # and texted, with no reply. Id like the order, but at this point i wonder if they are a real company,,,i just get spam type letters from them, nothing addressing my issue specifically.

  • Initial Complaint

    Date:01/03/2023

    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.
    Item ordered and never received. Item showing waiting for pickup for over 2 weeks. Item ordered over a month ago. No response from company.

  • Initial Complaint

    Date:01/03/2023

    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 order a custom keychain from ******************* for Christmas. When I received it it wasnt what was pictured when I approved it online. They printed it as a mirror image. I have sent multiple emails since 12/21 and have received no response. When I try to get ahold them through the only number for them (thru WhatsApp) says that the call cant go through because the number is not registered to the app. I wanted the keychain correctly made but now I just want all my money back. I attached 3 photos of what I ordered, received, and the back side of the product. I added the back in case the company tries to say that it is the front. It is obviously not because it is opaque and you can barely see through it. Thanks for your help

    Customer Answer

    Date: 01/30/2023

    Better Business Bureau:

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

    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.