Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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:12/15/2022

    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 made a purchase for custom pajama pants on 11/24/22 at 8:19 PM Eastern. They immediately charged the credit card for order #*************. After a while, the order was updated to state on the way but no tracking information and the weight of the package was zero. I reached out for an update on 11/29 and did receive a response a week later asking for order number. I provided that again and did not hear back. I reached out again and still did not hear back. I then used the contact us option and asked for an update or I would dispute with my credit card and BBB. I did not receive a response, but a day later, the package still showed on the way but when I went to tracking, everything disappeared and I received nothing but an error message. This company immediately charged my credit card but after three weeks of inquiries and receiving no response, and no information online as to the status of my order, deleted information upon receiving notice of a dispute being filed. This was done without any credit to my credit card or any response back.

  • Initial Complaint

    Date:12/15/2022

    Type:Billing 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 two custom Hawaiian shirts that featured my friend's cars on November 11th 2022. My credit card was charged about $71 and some change. I have not received this item. I have tried to contact the company numerous times via email ******** message and phone. I usually receive a canned response about a different order that I have placed. The original order for the two shorts is never acknowledged.

  • Initial Complaint

    Date:12/15/2022

    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 item beginning of ********* ******* has not sent the item and is holding my money hostage and refusing a refund. They are claiming it was shipped, shipping information is by a ******* I have never seen and has no updates since it was "shipped" Per this: ************************************************************* I just want my money back

  • Initial Complaint

    Date:12/14/2022

    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.
    Purchased customized pants with 3 pets pictures on 11/16.Received email in 11/23 that the item was in its way and a tracking number was provided.Tracking number continues to not be updated.Then on 12/4 they claim they are processing the order and working day and night but will have it to me before Christmas. I advised its for my sons birthday on 12/20. I got an email that my shipment was updated on 12/6 but again there is no update when tracking the package again I was told the shipper was overloaded.I emailed again on 12/9 asking why I got email saying there was an update but there is no status change since 11/23. Again their reply is that the shipper is overloaded. Thus far I have not had any shipping issues this holiday season with any other company I have worked with. This is going on a month that it is supposedly a shipping issue. I have asked them to send via another shipper of their shipper has such an issue.I have also called several times with no one answering. I have also left a voicemail requesting a call back.

  • Initial Complaint

    Date:12/14/2022

    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.
    Their website does not allow you to order the same custom shirt in multiple sizes. I reached out via email (customer support) and they promptly replied that I should order the number of shirts I wanted and email them with my order number to update the sizes. I placed my order (ORDER #************6, $161.73) on November 17, 2022 and emailed them with the size updates. They responded immediately saying they updated my order. The shirts arrived on December 7, 2022 with the incorrect sizes. I emailed immediately, hoping to get the order corrected in time for Christmas. I have since emailed them and opened several complaint tickets but have not gotten any response. I also left a review on their site after waiting several days for a response and it is not visible on their site.

  • Initial Complaint

    Date:12/14/2022

    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 November 22, 2022. Order # ************* I have not received my order or any correspondence concerning my order.I have not received any order updates, nor does anyone return emails or phone calls. The phone number to the company goes directly to voicemail and does not even identify a company name.I am beginning to wonder if they are a legitimate company at all?With the lack of response, I am not comfortable with this company, nor do I trust that I will ever receive the product that I ordered. At this point I simply want a refund for $38.90 for my purchase and a response from the company directly to me is not needed at this point.

  • Initial Complaint

    Date:12/14/2022

    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.
    I placed an order for four items on 11/22/2022 totaling $119.52, which my debit card account was already billed for. I never received any confirmation email and after SIX email attempts to contact them I havent heard anything back from them. There is no phone number provided on the website

    Customer Answer

    Date: 01/11/2023

    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]

    I only received 2 out of 4 items and one of the items was incorrect. I have heard nothing further about the other two missing items I was billed for

     

     

     

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

    Sincerely,

     

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

  • Initial Complaint

    Date:12/13/2022

    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 blankets from this company December 7th through their website.Other than the confirmation of my order email I received, I am getting absolutely no response or any tracking information.I looked at their ******** and Instagram pages and I am seeing the same complaints !

    Customer Answer

    Date: 01/07/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gecko Custom has been resolved.

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


    Sincerely,

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

  • Initial Complaint

    Date:12/09/2022

    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.
    I placed an order on 11/145/22 for $38.90 for a pair of custom photo pants. I was emailed a tracking number for the shipment on 11/23/22, per the tracking information the parcel is still in "processing" status. I emailed customer service inquiring about the order on 12/7/22 and have yet to get a response. At this point I would like my money back as I don't believe my order will get here before Christmas.Order #: *************

  • Initial Complaint

    Date:12/09/2022

    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 on this site on 11/20/22 and followed up regarding order shipment. I have made the following attempts to get someone to help me via:WhatsApp Email ***************** Phone Email ************** Instagram WhatsApp Phone ... over the last 2 weeks and have received absolutely zero response other than an automated email promising to get back within 48 hours.This company is fraudulent. They are telling the customer they will respond in a certain timeframe but do not at all live up to that statement. Please contact me if you would like any additional information about the ways in which I attempted to reach this company. It's false advertising. I would be happy to help protect other consumers from a company like this. Thank you!***

Gecko Custom is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.