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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/28/2022

    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 purchased custom pajama bottoms on 12nov2022, on22nov2022, I got an email saying my order was shipped. I am continuously receiving emails they have fulfilled my order 30+ days ago, and also emails apologizing for the delay due to Covid and holiday backlogs, asking if Id still like my order. I have sent 4 emails and 2 texts asking for actual, correct status update. I responded saying yes I would still like my order. No response. The tracking information provided on 22nov shows the item has not left their warehouse. They sent another email 06dec saying shipping information updated, it was no different. This 7 week turnaround time for an order placed in time for Christmas, with no response for status updates is unacceptable.

  • Initial Complaint

    Date:12/28/2022

    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 2 sets of pajamas on Nov 15, 2022 for $65. Tracking info is never updated. To date, tracking info has not been updated in 10 days. I have emailed the company 7 times. I have received 3 responses. One such response stated that due to holidays shipping may be delayed and if I did not receive my item by christmas I would be entitled to a full refund. Well I have not received my item or a refund. I cannot get a hold of anyone to pursue my refund. I cannot track my item. So now I am out the money and the item. Gecko advertises all over ******** yet they are a terrible company. DO NOT ORDER FROM THEM. they provide no customer service phone number. Everything needs to be done via email or text in "whats App". What kind of business has no phone number? I was lied to and told my order was "on its way" on Nov 19, but it never actually shipped that day.

  • 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.
    12/16/22 I ordered 2 personalized rugs from gecko customs on 12/16/22 and I still haven't heard a single world back from them. the rugs were 90 dollars I fill like the company is a scam. The order tracker stays the same and hasn't changed at all. I would like my money back if they cant be legit. Also as I read other complaints about this company makes me worry a little about my money

  • Initial Complaint

    Date:12/28/2022

    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.
    Finish the ************ 50% since they did not meet deadline. Also have not replied to multiple emails asking questions. Close this shady business. They are stealing from hundreds of people. Why are they allowed to still be advertising with all of the negative experiences had by hundreds of customers?My credit card was hacked because of a purchase made on this site also

  • Initial Complaint

    Date:12/28/2022

    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.
    Never received all items from my order. Contacted customer service for additional shipping information. Company told me it was not their issue and to contact ***** Contacted their customer service team again to see if they could resolve the issue since the sweatshirts were needed for a holiday party. They never responded and did not resolve the issue.

    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:12/27/2022

    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 in time for Christmas, received a email saying it was complete and ready for shipment on 12/21, but it arrived 12/27 - two days after Christmas. In addition to that the print is very dark and blurry, unlike my original photo that I uploaded. In the end I'm very unhappy with this purchase and will not use GeckoCustom again=

  • Initial Complaint

    Date:12/27/2022

    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 November 25th 2022 I ordered from ***************. my order was $63. They took the order out immediately. Its been over a month and I have not received my order. They do not have a phone number to contact them. I have sent multiple emails asking where my package is and then asking for my money back. I have not got a response or my money back. After reading several reviews on their website, I realized this has happend to 100's of people. This is a scam!

  • Initial Complaint

    Date:12/27/2022

    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.
    November 16, 2022 I placed an order for a pair of custom pajama pants online, as of today December 27 I still have not received. A week after ordering the company sends a tracking number. The tracking number then shows it ships from ***** even though nowhere on their website does it state that. Their website even says how long it will take to receive a order which is typically within 2 weeks. Tracking never updates, email the company they say it will update but sorting center has a lot of packages. Continue to wait still no updates, email company they now wont respond to any emails. They have no customer service phone number. No package received and tracking still has not updated. Id like a refund but cant get anyone within their company to respond.

  • Initial Complaint

    Date:12/27/2022

    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 ordered some pajamas with pictures of my daughter's cat on them on 11/16 and paid $50.90. My order # is *************. I emailed the company on 12/2 that their tracking function was not working. They said that their shipping was slow due to high demand. I began emailing them daily beginning on 12/14 how important it was that my daughter get the package by Christmas because it was her #1 Christmas gift, and she would be devastated if she did not get it. I was mostly ignored aside from an occasional automated "Sorry for the delay ... due to high demand." By Christmas time, I was told to expect another 2 to 3 week delay!!! I demanded that they give me a discount or a full refund on my order due to the unacceptable amount of wait time for my product along with the poor customer service. I SPECIFICALLY instructed them NOT to offer me any coupon codes for future purchases as I would not be doing business with them again. What did they do? Offer me coupon codes. I gave them 24 hours to make things right by me and their customers or I would report them to the consumer protection agencies. They ignored me and time ran out. The *** supposedly even emailed me and tried to give me coupon codes for future purchases. I told him I did not WANT coupon codes. I WANT my daughter's pajamas and I WANT a discount or a full refund for my purchase due to the headache and heartache they have put me through! I did some research on them and found that both on ******** and on their web-site that they will not let you post a negative review unless you give them at least 3 stars, and that they delete negative reviews of their company making them look better than they really are. Those people who did sneak in a review before it got taken down had the same experiences that I am having. The company also goes by 'Pawsome Parents' and they also operate out of an office in *********: ****************************************************************************************************************************.

    Customer Answer

    Date: 01/21/2023

    Better Business Bureau:

    Although I did eventually get my product, it took the company about 2 months to get it to me. The product is good, but the time it took them to produce and ship the product was unacceptable. Their tracking service was also broken, so you couldn't track your product. I am glad I finally got the product, but it was supposed to be THE Christmas gift of the season, which didn't happen because of the time frame. I still wouldn't recommend anyone order from this company because of the amount of time it takes to get your product and because of the extremely poor customer service. You either got an auto-response or hardly any response at all. It was almost impossible to get a REAL person to respond to you through customer service.


    Sincerely,

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

  • Initial Complaint

    Date:12/27/2022

    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.
    All I get is email telling me a ticket has been created. There is nothing more and no communication. I asked for a refund, but all I get is another, ticket received. I want a refund. I never received the product.

Gecko Custom is NOT a BBB Accredited Business.

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