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:01/23/2024

    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.
    We ordered customs pants from the gecko customs on December 12th 2023 with a guarantee they would be delivered before Christmas. It is January 23, ****, and we have still not received the pants. We have requested a refund from the company and have not received a response. Seems like this is a common problem with this company and they need to be shut down. They are committing theft by deception !!!!.

  • Initial Complaint

    Date:01/23/2024

    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.
    Never received my order, was supposed to be a Christmas present, ordered in November, in January still not received, communication was terrible on updates and resolution, finally had to stop payment on this purchase.

  • Initial Complaint

    Date:01/18/2024

    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.
    I ordered a costume rug in November 23 and still havent got it

  • Initial Complaint

    Date:01/02/2024

    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.
    Ordered a customized shirt off of this website and went by their sizing *************** a proper fit. I ordered a medium according to their sizing guide, it should have fit. When I received the shirt it looked super small so I measured it and it measured as a small on their sizing guide. I contacted them and sent pictures with a tape measure on the shirt to show them how it measured. They kept responding with send me pictures or we couldn't open your email with the pictures. Then they didn't respond at all. Looked at reviews and it seems this is not the first time this has happened. They then said I could send it back and pay for shipping and get a refund. But I'm not paying for shipping for their mistake.I want a refund for my shirt.

    Customer Answer

    Date: 01/26/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:12/27/2023

    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 custom pajamas with unique pet pictures on the pants for my 5 children and significant others. I ordered right after Thanksgiving 11/25/23 and I have my order **************. They said they shipped it on 12/14/23 but it never was delivered to our address or postal box. They said they shipped it but they said the address o gave them was incorrect. It was not a correct address. I wrote to them several times to reship it to my address and they refused. They said I can repurchase the items for 40% of the original cost ($159.75 and I disagree I should pay them more money for 4 items I never received and all they have to do is reship the order I placed on 11/25/23. I did not receive the items in time for Christmas gifts I planned to give to my children (even though I order these five items a month ahead of Christmas time) Gecko custom customer service has been incredibly rude and they keep claiming they shipped it but we provided the wrong address which is not accurate. They have provided no other solution than we pay for additional shipping and 40% of the original cost of the order. I am very disappointed. They cant just take the order that was shipped back to them supposedly and send it back to us. I have no idea what address they used but they couldve not ever even shipped it for all I know or they shipped it to the wrong address, and will not take responsibility for it. I expect to have these four pajama items shipped to my correct address without any additional fees or charges. The business has no phone number only email as a contact information and the emails I received are very rude from the customer service department. Please help me get these items shipped to my address. If you have any questions, please let me know. Thank you.

    Customer Answer

    Date: 01/21/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gecko Custom has been resolved. Thank you very much for your help. Its been a pleasure to work with you to resolve.

    Sincerely,

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

  • Initial Complaint

    Date:12/27/2023

    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 had ordered a pair of pajamas from Gecko Custom. So when they arrived (took forever), they were wrapped as a gift for my wife. Imagine the embarrassment when she opened the gift and it wasn't our dog's picture on them. I sent an email to them explain the circumstances of their mistake. All I have received from them is emails wanting me to prove that it was their mistake. I sent a picture, but it wasn't enough. My time is valuable and I am not going to play their games on something they truly screwed up. Just bad business practices. Just want everyone to know to stay away from Gecko Custom.

  • Initial Complaint

    Date:12/26/2023

    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 two of these rugs from what I thought was a ******** based company as advertised. It states products should arrive within a maximum of 15 days. The company advertises as a ******** based company, but it is not. The company is in *****. The products are shipped from *****. I ordered two of these as Christmas presents over a month ago. They have yet to arrive. When I reached out to customer service, I was told it will be another two weeks almost as of 12-24-2023. At this point I have asked to cancel my order, and for a full refund, I am assuming it is a fraud, after reading numerous complaints about people not receiving their products ordered. They havent agreed to it. This company isnt a ******** based company as advertised. I was sent yet again another tracking number from ***** to track my order, that was supposed to have been here **** days after my purchase, that was a month ago. This company should not be allowed to falsely advertise and defraud the consumer. I am asking for your help in resolving this issue so I can receive my refund of $103.00. Thank you!

    Customer Answer

    Date: 01/19/2024

    Better Business Bureau:

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

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

  • Initial Complaint

    Date:12/22/2023

    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 number is ************* Ordered 12/3/23, currently 12/20/23, and **** has not received anything from the merchant. Contacted the merchant and was left with no response. On the website it says order should have been ready 5 business and delivered in **** days. As far as I can tell the order is not ready and has not reached ****. Do not order

  • Initial Complaint

    Date:12/18/2023

    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.
    Transaction was made through ******** ad on November 20, 2023. On November 22, they advised the product was complete printing. On November $63.00 was charged to my credit card. They advised me on November 29, that the product was being shipped. However, the tracking number indicates it hasn't even left the warehouser. Tracking #*************. I emailed their customer help on December 13,2023 and received an email stating a ticket was written up and I would be hearing from someone. Today, December 18th I still have not received a response, so I wrote another email.

    Customer Answer

    Date: 01/12/2024

    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:12/14/2023

    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.
    Order #************* Order date: 11-06-2023 Order received was completely different than what is described on the website. The sweater I thought I was ordering - described as a wool, acrylic, knitted blend came as a 100% polyester pajama type shirt. When I attempted to get a refund, they say there is no issue. No matter how much I given them in details, including pictures with the issue circled, as well as screenshots and links from their own website, they continue to say they dont see an issue. They are refusing to refund my money.

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.