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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:01/02/2023

    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.
    On November 21, before their cut off date, I placed an order. They received it and gave me a fake tracking number. I have been back and forth with them, trying to get a refund, and they keep saying they will refund it, but do not. They turned off all commenting and direct messaging on social media. They had over 500 customers complaining of the same thing happening. They are a scam business who took tens of thousands of dollars for items they did not even make or ship.

    Customer Answer

    Date: 01/09/2023

    Better Business Bureau:

    I have reviewed the item in question in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:12/30/2022

    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 on Nov. 27/22, received shipping notice on Dec. 15/22, tacking number not valid, emailed 3 times over past 2 weeks with no response, business has no phone number to contact.

    Customer Answer

    Date: 01/24/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/30/2022

    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 sweatpants for my two kids with a photo of their cat that just passed away on them. I was told they would arrive before Christmas. They did not and I received an email that stated they were delayed. I asked to have the order canceled and customer service wrote back and said I had received them in September and couldn't get a refund because it was too late. I gave them proof I didn't even order the sweatpants until November. They have continued to offer a refund, but when I confirm that I want it they refuse and send new tracking numbers that are fake.

    Customer Answer

    Date: 01/24/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/30/2022

    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.
    11.26.2022 $71.09 Hi. Ive emailed several times regarding order *************. Both items have issues needing attention or refund. The item with ****** was ordered as a M and arrived as a S. The item with ***** has one of the ***** pictures with a huge p**** (its a leaf that wasnt cut out of the picture). Both items need to be remade or I am disputing on my charge card. Been trying to get someone to respond to me since receiving Dec 22.

    Customer Answer

    Date: 01/23/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/29/2022

    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 ordered 2 pajama bottoms with dog face pictures at the end of November, for Christmas gifts. I was sent an email with a tracking ************** number, stating the items had shipped. When I tried to track my order with the tracking number it states "Can't find", when I try the order *********** email address all that comes up is my Order number, no other information. I've also sent 3 emails and the response has been that a ticket has been created, someone will respond in 3-5 business days. I have not received a response to any of my emails. I want my money back, this is a scam!

    Customer Answer

    Date: 01/23/2023

    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:12/29/2022

    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 specialty ******'s for my daughter from Gecko Custom on November 28th and it is now December 29th and I still do not have the pajamas. I have emailed them 3 times within this month asking about my order and have heard nothing from anyone. This was supposed to be a Christmas present. When I try to track the order the only thing it shows is that I ordered it on the 28th of November and that the order was ready on December 19th. This is a very shady company and I will never order anything from them again. I will make sure that I let all of my friends and family know how awful their customer service is. No response from them at all is not excuse.

  • Initial Complaint

    Date:12/29/2022

    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 custom pajamas on 11/12/22 but they were never received. Initial tracking said they were in **. Now tracking system cannot find my order. Multiple attempts sent to gecko.com email with no response.

    Customer Answer

    Date: 12/29/2022

    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:12/29/2022

    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.
    Placed an order on November 12, 2022 for three items totaling $108.75. The website said that shipping by Christmas was guaranteed. One item was received on November 26. Another item was received on December 21 and was very poor quality. The status of the final item has not been updated since I placed the order. It just says that it is being prepared for shipping. The company's website does not provide a customer service phone number, just an email address, which I have reached out to requesting a refund and have not received a response. I also reached out to the company through their social media account and still have not received a response. I would like to be refunded for the poor quality item as well as the item that I have not yet received.

  • Initial Complaint

    Date:12/28/2022

    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.
    On 11/20/22 I placed an order (order number ************* ) online with Gecko Custom for 3 custom made pajama bottoms with the guarantee of Christmas delivery. After order was placed I realized products ship from *****. I emailed on 11/29/22 expressing my concern that items were shipping from ***** and that I would not receive before Christmas. They replied on 12/2 that items had shipped and I should receive in ***** days. On 12/5 they emailed me stating there was a shipping delay. They apologized for inconvenience and offered a full refund if products didn't arrive by Christmas. As of 12/27 the tracking shows my order is still in ***** and the company is refusing to respond to my requests for refund that THEY offered. They instead just keep sending me tracking infowhich clearly shows the products will arrive well after Christmas when I needed them.

  • Initial Complaint

    Date:12/28/2022

    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 on 11/27 & I have not received it. I have contacted customer services many times via email with only one response stating the products would be shipped shortly that was on 12/4. I have received no more information than that. Using my order number to track my purchase on their website it only shows that an order has been placed, nothing else.

Gecko Custom is NOT a BBB Accredited Business.

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