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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:05/21/2024

    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.
    This company is terrible! I never received my order.

  • Initial Complaint

    Date:05/20/2024

    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 stash for graduation been trying to get in contact with the company because it says my package was delivered but I never received it

  • Initial Complaint

    Date:05/20/2024

    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 personalized coffee mug with our puppies picture on April 17. It was for Mothers Day. ****************************************************************************************** have the mug by Mothers Day. 4 days later I inquired again only to be told the same thing. Thursday prior to Mothers Day I asked again and they finally actually looked into the matter and said they had resolved the problem. I still dont have the cup. They offered me a 20% discount. Very unsatisfactory.

    Customer Answer

    Date: 05/20/2024

    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:05/09/2024

    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.
    I purchased a custom stole online on Thursday 4/11 at 2:05 pm. I was sent an email to review it for any corrections. I noticed I used a wrong photo and emailed back the one I wanted used the same day at 2:39 pm. Five minutes later I got a response that this was under review. Friday 4/12 at 11:24 am they sent me another stole to review and it was the initial one I submitted without the correction. I emailed back and at 4:10 pm the same day I received a email that my order was processing. The next email I received was Thursday 4/18 at 10:53 pm stating my order has shipped. I have been waiting for my order. Sunday May 5th I emailed asking where my order was. I was told I never responded to their email about approving but I did and sent the emails. From there they have not responded to my emails or calls. I also pointed out they sent me a email stating this shipped. Wednesday 5/8 at 3:14 am they are still saying they are not getting my emails and my order is on hold. I keep emailing them, calling, texting, and nothing, They took my $39.95 on April 11th and had me thinking I would receive a product and I am out of money and my promised item. I have approved the last design and asked if it will be expedited since graduation is this Saturday and no one is answering me. ******************************* ************ ***************** order **************

  • Initial Complaint

    Date:04/17/2024

    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 two shirts (one with our cats and one with our dogs). I was sent the proofs to approve and asked that a change be made to one of the dogs and didn't request any changes to the second shirt. Because I made a change to one of the designs, their production team assumed (very incorrectly) that I wanted two of the dog shirts instead of the cat shirt and the dog shirt. Now, I've paid just shy of $80 to end up with two of the dog shirts and none of the cat shirts. Upon emailing the company I was told that they would give me a 40% production discount to send the shirt I already paid for! I politely explained that this was a gift for my husband's birthday to wear on our upcoming vacation. He is a cat guy so the cat shirt was more important than the dog shirt. They still refused to make it right and have maintained that this was somehow my fault.

  • Initial Complaint

    Date:02/20/2024

    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.
    I purchased some pajamas for Christmas and they were never delivered. I check the tracking and they have been sitting in a warehouse in ******* since December 26, 2023. I notified Gecko and they said to contact the delivery company. Then they said they would ****** them after they were returned to the warehouse in *****. It is now February 20, 2024 and nothing has been done no matter how many times I have emailed them with a request on an update. I am tired of their lies and the delivery companys lies and want my money back or just deliver my pajamas.

  • Initial Complaint

    Date:02/20/2024

    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 from this company on Dec.25,2023. I received an email on Dec.28 **** that it was shipped. Three times since Jan 26, **** I have contacted this company. Twice they said my order will be here in **** days, the third time they said itllbe here in 5-7 days. They also tried to tell me its not here yet because I live in a remote ***** live on a main highway ?? I think this company is just a scam to get your money

    Customer Answer

    Date: 02/20/2024

    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:02/14/2024

    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.
    Monday Jan 29th *****, I ordered "Custom Dog Cat Face Photo And Name Flannel Pajamas TA29 ****** 1" from Gecko Custom for $54.90 ( ********************************************************************************************************************************************* ). My Order: #************* They are advertised as "Flannel" pajamas but says they are made out of (and this is THERE words and SPELLING) 10% Pandex 5% Cotton 85% Polyster!! When my product arrived it says they are made out of 100% Polyester! I have written emails to them many many times and I have reached out to them through their ******** page but they will not respond to this issue of False Advertising. If you look at there ******** page you will see nothing but negative reviews on how they ignore issues that are brought to them about there product. I would like a full refund and hopefully have this company looked into so they can't keep doing this to other people!

    Customer Answer

    Date: 03/14/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:01/26/2024

    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.
    On 12/15/2023 I ordered a custom Hawaiian shirt and received an order confirmation 12/16/2023. They sent a shipping confirmation on 12/20. As of today 1/25/2024 I still haven't received order and after 5 attempts at reaching out via email to customer service they refuse to help.

  • Initial Complaint

    Date:01/23/2024

    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.
    On 12/12/23 I placed an order and paid for custom *******************. This was the cut-off date for delivery by Christmas. I also immediately emailed them requesting expedited shipping (per their website instructions) and they responded it's not possible. On 12/13/23 they emailed my item was printing. Consistently checking on my order for delivery ETA, I noticed on 12/22/23 that my order said 'pending' and 'hold'. When I emailed them, they kept asking me if I 'still wanted the item' to which I said 'YES.' On 12/25/23, they then sent me a 15% off offer for my next order since it would not be in time for the holiday. (I've also had to request SEVERAL times to not receive emails with offers, etc.) I replied and asked for at least a 50% refund on THIS order and again they asked if I still wanted the item. On 12/28/23 they sent an email saying my order was shipped. I still have not received this item and while the tracking is showing the item is now in the ***, nothing has moved from it's last update for over a week. This is WAY too long for delivery! This is NOT what I paid for, not what their website claims for shipping times, and, frankly, I'm worried by all the other complaints that what WILL come (IF it comes) will be garbage. I have emailed **** and they are not in possession of a package. I have emailed the international tracking/shipping company, and they have not responded. Please assist.Thanks,*************************

Gecko Custom is NOT a BBB Accredited Business.

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