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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:07/22/2024

    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.
    Purchased "beach towel" product with custom image, but the item that arrived was barely just a thin piece of fabric. In no way would this constitute a "beach towel". Item ordered on 6/6/24 and arrived 6/20/24. Immediately contacted company to as for a refund/return because not satisfied with the product. Multiple email interactions later they said that they are contacting the manufacturer and would like me to be patient with the issue. I am an unsatisfied customer and their website clearly states that there is a 100% refund if item is not up to par. They should refund me and then clear it with the manufacturer on their end. End user is not happy and is not a satisfied customer.

    Customer Answer

    Date: 08/16/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:07/16/2024

    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 ordered a Fathers Day gift almost 2 months ago and still havent received it. The company barely responds to my emails. I would like a partial refund and an expedited re-shipment of my order.

  • Initial Complaint

    Date:06/20/2024

    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.
    June 5th 2024 ordered a T-shirt custom with pictures for Fathers Day. Got a sample back and asked that the pictures be centered. On June 6th told the order was processing. Fathers Day passed and no shirt, sent email the day before Fathers Day to find out what happened. I got no email back, I sent two more emails the following week and didnt get a response until three days later saying that they will charge a 10% fee to refund. They sent me an email stating that I never agreed to the edits. I did agree to the edit they sent and asked that one other letter be lined up on the 5th then on the 6th told the order was processing so I didnt follow up. They failed to deliver for Fathers Day and now putting blame on me and want to charge me for their failure as a business to make sure they processed the order in time and or followed up to finalize it if there was a question. Terrible customer service and terrible finger pointing,

  • Initial Complaint

    Date:06/18/2024

    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 shirt on June 3rd from this company. They immediately took the money out of my checking account but I have still not received an email notification of my order. I have submitted several tickets to this company and sent emails and they will not get back to me. I have not received merchandise either. This is theft and I want my money back immediately.

  • Initial Complaint

    Date:06/18/2024

    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.
    ORDER #************* I placed an order and received a tracking number on 6/8/24 that said item shipped even delivered but doesnt show address. I never received the personalized slippers and have reached customer service for two weeks and they not responding. They want me to take it up with the carrier and the carrier says call the vendor. This is a scam and I want my money back!

  • Initial Complaint

    Date:06/17/2024

    Type:Service or Repair 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 a custom print on 5/23. Order Date: 2024-05-23 07:54:42 *****. It says it started shipping June 3rd and delivered June 8th. It was never delivered. I checked the tracking and it says it was returned and on its way back to the sender (company) June 4th therefore it could have never been delivered June 8th if it was already back to the sender on June 8th. I want my order fulfilled or my money back.

    Customer Answer

    Date: 07/12/2024

    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 said they will resend my order I paid for. I am waiting to receiving my order and/or tracking information on my order.  

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 08/09/2024

    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:06/17/2024

    Type:Product 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 4 items from this business 22+ days ago. They sent me two tracking orders. The tracking numbers say delivered but I did not receive the order. *** contacted them and Im just receiving auto responses. I contacted them through the whats app like their email have and it comes up as a scam number. *** sent emails and sent order form in, no response. I just want a refund

    Customer Answer

    Date: 06/18/2024

    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:06/10/2024

    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 a sign for my granddaughters graduation May 20. I started receiving messages that it was in transit and today is 7 June. I have contacted customer service three times this week. They say it takes 24 to ********************** back, but I waited all week. It said they tried to deliver but in the sufficient address My mailbox has numbers on it so they cant read the package and label. Thats not my fault.

    Customer Answer

    Date: 07/05/2024

    Better Business Bureau:

    At this time, I have not been contacted by Gecko Custom regarding complaint ID ********.
    As you can see my address is visible. So if the carrier could not read the address, it was label on the package. Not my fault the package did not make it here. I would like my money back.
    Sincerely,

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

  • Initial Complaint

    Date:06/04/2024

    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 2 customized highball glasses for Fathers Day 2024. The highball glass depicted on their website and social media is of a better quality than what they sent. The proof provided before production shows the better glass as well. What was delivered was a different cheaper glass, the glass base was 1/2 of the thickness and it looks more like a juice glass. Customer Service was not helpful and would not acknowledge the glasses shipped were different than the ones advertised regardless of how many photos of proof that I sent. I hope that this helps someone in the future make an educated decision before purchase.

  • Initial Complaint

    Date:05/29/2024

    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 ordered a custom pants in April. The company changed my address and zip code and the item was returned back to the company per my post office. I have made several attempts to clear the problem by sending proof from my postal service that the item was returned back to the sender. This company continues to say the the order was completed and refused to refund my money or send the item to the correct address. I provided my phone number and this company does not leave a phone number and refuse to contact me.

Gecko Custom is NOT a BBB Accredited Business.

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