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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:12/27/2022

    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 some clothing for $33.95 and $6.95 shipping cost. Confirmation emails and shipping emails received on 11/27. No updates to shipping since 12/1 which states the product is waiting to be picked up. The package which when I ordered it, the company said was coming from New York is now coming from *********. Very misleading marketing and fraudulent. When attempting to contact customer service I get auto replies about the busy season and no actual info.

  • Initial Complaint

    Date:12/27/2022

    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.
    I placed an order on November 17, 2022. Their website says order before December 7 to guarantee delivery by Christmas. Its December 23, and I still dont have my order. They sent me a shipping confirmation email with a tracking number. The tracking number states hasnt shipped yet. I have emailed customer service multiple times and received the same computer generated response every time stating someone would get back to me in 3-5 days. I have yet to get an actual response. There is no phone number, so calling is not an option. Its infuriating!

  • Initial Complaint

    Date:12/26/2022

    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.
    Placed order for a Christmas style sweatshirt on December 7. 2022. Added photos to be placed on sweatshirt. Order was accepted on Decembet 8. 2022. No additional information from ********* has been provided on when order will be shipped. I emailed to cancel order and a email reply was sent Dec 20 that a ticket was created.

    Customer Answer

    Date: 12/31/2022

    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:12/26/2022

    Type:Order 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 shirt with a picture of my daughter in laws dog on the front but I received a shirt with a football helmet. I tried calling and emailing and no one responds at all. After reading the reviews on this company Ive learned that this is a normal business practice for them. They dont send the product and dont respond to any emails.

  • Initial Complaint

    Date:12/24/2022

    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 a custom sign as well as custom PJs for Christmas. Almost $200 worth of merchandise. The sign says it has shipped but will arrive after Christmas. The PJs are still processing a month later. I have disputed the charges on my credit card. Horrible company to buy from. Not reliable.

  • Initial Complaint

    Date:12/23/2022

    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.
    Made a purchase with company on 11/24/2022 and credit card, through PayPal, was charged. Company provided an invalid Order # as well as an invalid Tracking Order # (Order number provides a "no order found" message and tracking order # prompts an "invalid tracking number" when trying to search by them.Company is 100% unresponsive to inquiries / emails.

  • Initial Complaint

    Date:12/23/2022

    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 purchased two pairs of custom-print pajamas from this company on November 17. The total cost was $86.86. I was assured the products would arrive before Christmas by the website and by an email when I asked for confirmation. In early December, I received an email saying the company had shipping issues and the order was delayed but that it still would arrive before Christmas. It isn't arriving. I just want my money back.

    Customer Answer

    Date: 01/17/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gecko Custom has been resolved. I never heard back from them, but they did finally refund my money.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:12/23/2022

    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 two pairs of custom pajamas from Gecko Custom on 11/11/22 for $94.56. I have not received the items and the tracking information is unclear (it says ready to ship in one place and processing in another). I have attempted to reach Gecko Custom three times By email with absolutely no response from the company. I submitted Reviews three time because they seem to respond to other reviews asking for help but my reviews never posted to their site.

    Customer Answer

    Date: 12/23/2022

    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:12/23/2022

    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.
    ****************** Tracking number Order #************* Purchased custom photo dog pajamas Middle of November Paid $50.90 I have opened two tickets with the company and they did not respond after a week between emails. And company lists address in ******** and shipping says from *****.

  • Initial Complaint

    Date:12/22/2022

    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.
    Placed an order on November 17. Received an order confirmation and a shipping notification on 11/23. Tracking information was never updated, has listed processing since then. The company has ignored about 5 different email requests for status updates/refund.

    Customer Answer

    Date: 01/15/2023

    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.

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