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Business Profile

Online Retailer

Gecko Custom

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 348 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:05/15/2025

    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.
    Based on an Instagram ad, I ordered a personalized glass (with photo of our dog, etc) for Mothers Day weeks ahead of time. It has still not arrived four days after Mothers Day. On the website it shows that my order is pending. I have sent three emails to the company requesting personalized responses about my order and each time I receive a different non-personalized response that seems to be AI generated. They took my money. This definitely seems like a scam. I have seen several other reviews with the same or similar issues.

  • Initial Complaint

    Date:05/15/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 had order A personalize grave Memorial Blanket with my mom picture was surpose to be printed on it. I never received my order since back in March. GECKCO CUSTOMS had change the address & had my order to be returned back to them after using a different address other than what I had it to be sent to. They told me I had needed to sending extra $20 in order for them to do another shipment to get my order. I gave them the correct address several times & after seeing they are sending my order to the wrong address again at the recent tracking # I was given I see that they are trying to take my money again & I just want all my money back That I had sent them. It's already bad enough I loss my mother fue to ALS & this color ****** customs are taking my money is really missing me off. I done sent them several ************* still trying to take my money after sending them additional $20 as they requested in order to get my order..This vo is scamming people out of their hard earn money.. I just loss my mother 3 mths ago what kind of business people do this to grieving people.

    Customer Answer

    Date: 06/09/2025

    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]

     I still didn't receive my order even thou they said it was delivered. 

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

    Sincerely,

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

  • Initial Complaint

    Date:05/13/2025

    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 have a few issues I would want to address.1. the only reason I purchased this is because it said it would be here before Mothers Day. It showed up late which (what is the point any more) I already got something else. I emailed them mid week and asked where it was and for a tracking. They told me they will get to it when they can. And if it gets to me by Mothers Day they great. I told them if thats the case cancel the order and refund me the money and they told me no. 2. The canvas is flimsy and crooked 3. You cannot make out any of the pictures or writing. It is very pixelated.4. I paid $ 4.99 for a Mothers Day gift box and I did not receive that either. Its been less the 30 days and Im requesting a full refund. I believe that is only reasonable, picture are as followed

  • Initial Complaint

    Date:05/10/2025

    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.
    Made an order worth over $200 on April 28th for Mothers Day as well as Fathers Day with a guarantee of arrival within 7 business days. When I reached on April 7th received no response and was completely blown off.

  • Initial Complaint

    Date:05/07/2025

    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.
    Dear GeckoCustom,I am writing to follow up on my order for my child's graduation stole, which I placed on April 15th. I have sent multiple messages regarding this order and have received no substantive response. The order has been showing as pending since April 28th, ******* son's graduation is in less than two weeks, and the lack of communication and fulfillment of this order is unacceptable. I expect to receive an update and confirmation that the stole will be shipped and delivered well before his graduation.If I do not receive a satisfactory response and confirmation by the end of the business day today, May 7th, 2025, I will have no choice but to seek legal counsel regarding this matter. I have attempted to resolve this through your website and via email without success, and I find the lack of response to my inquiries deeply concerning.

  • Initial Complaint

    Date:05/05/2025

    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.
    Greetings,I order a graduation stole today, May 5, 2025. I requested to cancel this order with in reasonable time. I was only able to request cancellation via email. It appeared I received an automatic email response, that stated I will receive a response with in 24 to 48 hrs. The response for cancelling order will be too late. I attemepted to contact Gecko via what's app. The phone number provided is either bogus or I was blocked form calling. Their what's app information is provided in the email. I'm requesting a full refund. I attemepted to talk to an actual person to no avail.

  • Initial Complaint

    Date:04/29/2025

    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 Sunday, April 27, 2025, for a graduation stole based on the estimated delivery date of May 14, 2025, as advertised on their website. Shortly after, I received a message from a representative asking if everything looked good with the order. I replied via email and specifically requested confirmation that the stole would arrive by May 14th, as my sons graduation is on May 16.The response I received from **** stated that processing would take 35+ days, followed by an additional 1522 days for deliverya timeline that clearly does not match what was initially shown. I immediately requested a cancellation.I also contacted the email listed as help desk and was met with an auto-reply stating a personal response would be sent in 2428 hours, which is confusing considering that Sunday is not a business day. If the stole could not be produced or shipped within the advertised timeframe, I should have been informed before payment was processed. I dont have money to waste nor will my son have a need for the stole after his graduation date! Furthermore, no one offered to expedite the order, even after I explained that this stole is for my son, who has autism, and that this is a time-sensitive matter. The failure to accommodate this, or even attempt to offer a solution, is deeply concerning.I reported the issue to ****** on Monday morning at 9:30 AM, but was told I may have to wait until the end of May for a resolution. This situation amounts to false advertising and potential discrimination.If this matter is not resolved immediately, I will be contacting several consumer protection and disability advocacy organizations to report these deceptive practices and the lack of consideration shown toward my disabled childs needs.

  • Initial Complaint

    Date:04/01/2025

    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 custom graduation stole its been 3 days and I have no tracking number and when I type my order number in it say order number not found I submitted a ticket no response my graduation coming soon and Ive been scammed out my hard working money

  • Initial Complaint

    Date:03/16/2025

    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 placed an order with this company, the item took very long to arrive, once they arrived the insoles slip to the front, in normal shoes the insoles do not move as you walk. They are for a child so they are very uncomfortable. I emailed the company and initially they apologized and said that they would remake the order. The next day I received an email saying that they were not going to do anything about it because thats how all their shoes come. That is not on the website. I left a review and sent another email and they will not respond. This item was a waste of money and the company has horrible customer service!

    Customer Answer

    Date: 04/10/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:03/11/2025

    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 some custom premium t-shirts (Personalized Gift Shirt ******) from the vendor. Their website advertises 10 day shipping for U.S. orders. It still shows this on their website. I ordered the product on January 20th for an event on January 31st. I then received an email confirmation that communicated the same timing...* For products such as t-shirts, mugs, blankets, canvas, posters, tumblers, etc., you will receive your order earlier with a production time of 1-3 days and a delivery time of 2-8 days." I did not receive my order until February 18th. I contacted them on Thursday, February 23rd to resolve this without any assistance. Once I received the product, the t-shirt was thin, shiny, and cheap versus the "premium t-shirt described on their website (see below). I again tried to reach them to resolve this and they would not return my inquiries. PREMIUM T-SHIRT (Unisex Next Level Premium Fitted)Comfortable and light, this premium fitted short sleeve is a classic choice.Solid colors are 100% ******, ******* colors are 90% cotton, 10% polyester.Environmentally friendly and recognized by Global Organic Textile Standard.Side-seamed, shoulder taping and retail fit (more fitted to body curves).Twill tape covers the shoulder seams to stabilize the back of the garment and prevent stretching.Machine wash: cold (max 30C or 90F); Do not bleach; Tumble dry: low heat; Iron, steam or dry: low heat; Do not dryclean.

Gecko Custom is NOT a BBB Accredited Business.

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