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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:12/20/2022

    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 made a purchase of 3 items on 11/26/22, for $111.85. Which they immediately took from my bank account. On Dec 1; I got a notification that items were getting ready to process and was giving a tracking number. But 20 days later it still says the same thing.(when I ask about tracking) I have Emailed the company several times and all I get is that a ticket was created and they will get back to me in 3-5 days. And I have NOT heard anything. I was given a order number #******** also on the tracking info it says a different order number? (*********) I supplied them with all the info when asking about this order. According to their web page I ordered in enough time for Christmas delivery. I since have googled this company and it says Permanently Closed.

  • Initial Complaint

    Date:12/19/2022

    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 placed an order with GeckoCustom on 16-Oct 2022. I received my order within two weeks, but the order was incorrect. I immediately emailed the company, as that is the only way to really come into contact with customer support. I did hear back within 3-5 business day saying they needed proof of their mistake. I sent them a picture of their mistake (they sent two pairs of personalized pajamas pants instead of the pajama set I had ordered). It took a week or so and another email from me with the picture of their mistake. They finally responded and said they would fix the mistake. After 3-4 weeks of not hear anything, no new tracking information, or any updates on my product being sent to me, I reached out again. I never heard anything back. Finally, on Dec 3, I received an email with a tracking number with my updated product. I received my "updated" product on 5-Dec 2022. However, it was the wrong product--again. Since 5 Dec 2022, I have emailed/multiple times, downloaded the What's Up App to chat and to call their "emergency" line. I have left messages and still no contact. Each time I submit a "ticket" a auto-response to having received my ticket is sent to me, but not actual response. It is now 17 Dec 2022 and I have still heard nothing from this company, nor have I received the original product I ordered.

  • Initial Complaint

    Date:12/19/2022

    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.
    Placed order 11/19 and got email back w a tracking number and item order received. Got another email it was printing. Another it was shipped. The tracking doesnt work. The item order number doesnt work. Just keep getting auto replies its not their fault about the shipping delay. Im going to my bank today to reverse the charges as I havent received compensation or product paid for. No one will reply to emails. Jus that it takes 3-5 days to look into it. You would think it would be easy enough on their end to copy an order number or tracking number and just look it up. In their main system. No. Nothing. Over a month waiting on a Xmas gift the week of Xmas and given run around after run around with no resolution. Do not shop these companies. Even ****** earth on their address in ******** which is one state from me is shady. They farm the printing out to *****. But they get a tracking number to you the second you place and order.

  • Initial Complaint

    Date:12/19/2022

    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 two pairs of pajama pants with pictures of our dogs on both of them on Nov. 24 and paid for them with a credit card. Guaranteed before Christmas delivery if customers ordered by Nov. 26.Said the package was sent on Dec. 2 and my Tracking link is: ************************************************************* and the order number is #*************, tracking number is ******************. When you put either number in the tracking link, it says it doesn't exist. Sent several emails asking what the status is and only get an automated reply, no actual responses indicating what the issue is. It is Dec. 16 and have yet to hear anything from them. They took my money though!

  • Initial Complaint

    Date:12/19/2022

    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.
    On 12/1, I placed an order in the amount of $70. The company will not tell me when or if it was shipped, vague customer service emails or will not reply I would like a refund

  • Initial Complaint

    Date:12/19/2022

    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 30, 2022 I placed an order for custom pj pants in the amount of $37.50. The website stated if ordered before December 4th, the item ordered would be received in time for Christmas. I questioned the company as to when I would receive because I had not heard anything from them as of December 14th. They told me AFTER production, the shipping would take 15 to 20 days. far surpassing Christmas.

    Customer Answer

    Date: 01/13/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/19/2022

    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 a shirt and pants from GeckoCustom on November 18, 2022. The price of the shirt was $29.95, the price of the pants was $32.95. Total with shipping I paid $68.51. I received a package December 4, 2022 that contained only the shirt I had ordered, no pants. Since that date, I have emailed their customer service 3 times and have gotten no response. At first I inquired about the status of shipping the pants separately, and after no response I requested a refund for $32.95, the cost of the pants I never received. I still have gotten no reply from customer service. After researching reviews on this company, it appears that this is a common practice for them to take peoples money and not send them the products they purchased. I am looking for assistance in getting refunded for $32.95, or even just getting the product I paid for.

  • Initial Complaint

    Date:12/19/2022

    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 a Hawaiian shirt November 26th. Well before theyre posted cutoff date for delivery by Christmas. On 12/3/2022, I received a shipping notification. It still said processing for a week. I reached out with no response. I reached out again, and on 12/13/2022 received a different tracking number for the same shipment. Today, 12/15/2022 it still says processing. Just as the old tracking number still says processing. The order itself was $39.95.

  • Initial Complaint

    Date:12/17/2022

    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 dog sweatshirt from this company and received a ************** football sweatshirt. With this order, I also purchased two sets of custom pajamas that were never delivered. This company refuses to contact me back about a correction or a refund. Its a scam company being posted all over ******** and several other people were taken advantage of as well. I have proof of everything I ordered and what I did and didnt receive.

  • Initial Complaint

    Date:12/17/2022

    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.
    Fraudulent buisness. Took my money but did not send me a product. Do not order from them. Want my money back!

Gecko Custom is NOT a BBB Accredited Business.

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