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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:12/22/2022

    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 ordered two items on November 17. Was given a delivery date of November 28th That date came and went. I emailed customer service and was sent two tracking numbers that dont work. They said my items were shipped and now will arrive by Christmas, then another email said they havent even processed my items. The tracking numbers still have no movement and dont work. They refused to give me a refund and hundreds of people online complain about the same thing. We have all been scammed out of money and items that never get made or sent.

  • 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.
    I placed an order on 12/2/2022 and received an email immediately to review the items I custom ordered. I could not open the file to review and sent an email. I received a response immediately with a link and approved the order. I have heard nothing since. I followed up with an email requesting a delivery date, got a response saying a ticket was created and that I would get a response, however, I never received a response. The money was charged to my credit card on December 3, 2022. The website shows the item ordered but nothing after that

  • Initial Complaint

    Date:12/22/2022

    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 sweatshirt for $35.95 (totaling $43 with taxes ) from this company online on 12/11/2022 after being led to their site by a ****** search. The product was promised to be mailed out no later than 12/18/22. Not only was this item not sent, but various attempts at contacting them via email and WhatsApp (they do not have a contact phone number) were unsuccessful. I have since discovered that similar incidents have occurred with other customers. I believe this company is a scam, charging the full amount at time of order without ever fulfilling them.

  • 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.
    I ordered a gift for my son over a month ago. There is no tracking information for the order, there is no phone number to talk with a representative, they do not give you any information when you email, and the item has already been charged to my account. I cannot get a hold of the business and they are not giving me any information or a refund.

  • 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 for 3 items on November 25,2022. Received an order number and everything. ************* Have not received any order. I have attempted to contact the company in several emails and phone calls to which I received no response. Ive spent $105.89. Ive alerted *****************

  • 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.
    I have tried repeatedly to email this company, but no one answers. I was provided a tracking number that still doesnt contain any information. I ordered in ************** still not here & no one will answer me. There is no phone number for them that I can find. I thought this was going to be shipped from ** because the website lists a ** office. Now it seems as though its coming from *****. I would never have ordered it had I known. I have them the benefit of the doubt thinking, ok, I ordered in plenty of time (its a Christmas present), but no, its not here, nor can it be tracked. I went to ****** them to find a phone *********** states that the ** office is permanently closed. Something is sketchy.

  • Initial Complaint

    Date:12/22/2022

    Type:Delivery 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 BOUGHT $170 WORTH OF CUSTOM MADE PAJAMAS FOR MY FAMILY FOR CHRISTMAS. I RECEIVED OVER 5 EMAILS FROM GECKO SAYING THE PACKAGES WERE ON THE WAY AND THEY PROVIDED A TRACKING NUMBER. EVERYTIME I CHECKED THE TRACKING NUMBER, IT DID NOT WORK. I EMAILED THEM SEVERAL TIMES ASKING ABOUT THE DELIVERY TIME AND NEVER RECEIVED A VALID RESPONSE.

    Customer Answer

    Date: 01/17/2023

    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]

     They told me they were going to 100% refund me my payment because the product was so late.  I had paid $197.70 for six pairs of custom made pajama bottoms, which I ordered on November 24.   On December 5th, I received a notification that the shipment was on the way.  I then received about 6 more emails about the shipping of the products.   Then on December, 5th, they apologized for not shipping the product and will give me a refund, which I have not received. 

     

     

     

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

    Sincerely,

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

  • 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.
    I ordered a pair of pajamas for my wife with a custom pattern that shows both of our cats faces. It was supposed to be a Christmas gift. The order was placed on November 19th, 2022 from the ******** ad I ordered it from. My order number is #*************. On December 4th I received an email stating: "Thank you so much for shopping with us. We have received your order and are processing it now. However, the volume of orders is quite large in this peak season, the time of processing will delay some days and your order may arrive later than expected. We truly apologize for this inconvenience. We are working days and nights to process your order and let it deliver to you before Christmas. Please check your order status in the email we sent you earlier. Tracking will be updated in the next few days!Besides, the emails from customers we receive every day are overloading now. If you have any questions about your order, feel free to contact us and our team will reply to you within 3-5 days. We are so sorry for this late. We will highly appreciate your patience. Once again, thank you so much for your purchase and we wish you a merry Christmas." Then on December 7th I received an email saying this: "Please accept our deepest apologies for the delay in your order. We've been experiencing a production delay and a shipping delay due to the overload in the peak season so we sent an email to inform all customers about this situation recently. And we truly appreciate your patience and understanding. If you received the shipping notice but can not track the shipment, please know that the package has not yet been scanned to ship out due to the large number of packages we sent to the shipping company. We sincerely apologize for this and we are working our best to make the package delivered to you before Christmas.We know that Christmas means everything to you and gift-giving is indispensable. Therefore, if you don't receive your order by Dec 25, we acknowledge this issue and promise to resolve this unfortunate situation with a refund. Again, thank you for bearing with us, and please reach out if there's anything else we can help you with. Wishing your holiday season be filled with sparkles of joy and love. Merry Christmas to you!"Well today is the 21st of December and my order still has not been shipped. The tracking number is ****************** and it says "processing" when you click on the link. I just want my package or a refund asap. There is no way to communicate with this company. They are not responding to emails. They have a "Whatsapp" link on their ******** page and they are also not responding to that or ******** Messenger. I want the company to reach out to me at my email ******************************* or call me at ************ with a confirmed shipping accurate time of arrival. If they cannot provide that then I would like a refund. Thank you for your time. *****************************

  • Initial Complaint

    Date:12/21/2022

    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 customize product from this company. Just pajama pants with my dog on them. They have a phone number that tells you to email them. I have emailed them. (Two times) The email says our rest days areSaturday and Sunday. The email also says, theyll get back to you in 3-5 days. They have not gotten back to me.

  • Initial Complaint

    Date:12/21/2022

    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 customized pajama pants for Christmas presents from this company. They said if you ordered by November 17, they will be guaranteed to be delivered in time for Christmas. I have not received them, nor have I received tracking. I emailed the company, I got a generic email back in no contact from anyone in the company.

Gecko Custom is NOT a BBB Accredited Business.

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