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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:12/08/2023

    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.
    Ordered from ******************* November 19. 23 custom boxer and shirt. Didn't receive a tracking number till Nov,27 after I complained then magically there was a tracking number 24 hours later. Nothing was moving so I complained again. Then magically they started moving. Paid ****** they told me they delivered. my items Nov 7 Nothing and one was has come to my house I have cameras. Told me to contact the delivery service provider which I don't know who is I tracked it on there website.

    Customer Answer

    Date: 01/02/2024

    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:12/04/2023

    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.
    I ordered a 14x14 customized pillow from Gecko. I uploaded pictures to their website during the customization ordering process of my dog for inclusion on the customized pillows. I received pillows that were 12x12 with pictures that were not the ones I uploaded. When I contacted their customer support, they tried telling me the missing 2 on each edge was due to seam allowances and will not acknowledge the pictures are incorrect. When I pressed for a refund or exchange, I was given an international address in ********* that they told me I was responsible for paying and would be deducted from my exchange. The customer support has not offered to send the correct product that I ordered after I asked several times.

  • Initial Complaint

    Date:11/30/2023

    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.
    The item I received looked nothing like the proof of the item I was sent before it printed. I ordered a Christmas sweatshirt with my dog's face on it. I enhanced and cropped the image and that is what was shown on the proof I approved. When I received the item the image had reverted back to the original photo and was really small on the shirt. When I contacted the company they wouldn't look up my order via my order number and refused to help unless I sent a picture of the shipping label (who even keeps the shipping label?!?). I provided the order number, photos of the approved design proof and photos of what I received and yet they still won't help because I don't have the shipping label. This place is a scam. The shirt I received looks awful; it's like they didn't even try to get it right.

    Customer Answer

    Date: 12/07/2023

    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:11/28/2023

    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 ordered 2 pair of custom pajama pants as Christmas presents totaling $68.06. The payment went through but it gave me no tracking information or date of delivery nor can I contact anyone from the company.

  • Initial Complaint

    Date:11/15/2023

    Type:Order 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 customized a shirt on their website. They sent me a preview to review. I approved it. They shipped me some random, poor quality, ****** knockoff shirt. They do not respond to emails and that is the only way to contact them.

  • Initial Complaint

    Date:11/13/2023

    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.
    I ordered a pair of mens slippers with a picture of our cat on it. When I received the slippers in the mail, the left side of the large picture of the cat is covered in a blue hue. I contacted the company, with pictures, about the blue hue on each slipper. Initially they refused to acknowledge the blue hue. After my next email, asking for a new pair of slippers or a full refund (I really wanted the slippers with the picture of the cat over the refund, as these are a Christmas gift). They again refused either resolution. When I told them I was filing a complaint with the BBB, they then offered a 20% refund. I cannot believe I sent a perfect picture and they messed up the printing on the slippers, and refused first to accept responsibility for it, and then would not fix them and send out a new pair. These are a Christmas gift for my son with autism so I really wanted a resolution.

    Customer Answer

    Date: 12/07/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:10/30/2023

    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 three items from Geckco Custom online. My shipping fee was to be waved if my order was over *****. My order was ******. The items were shipped using fake shipping labels. They were held in a shipper service in Jamaica ******** for weeks. They were pulled at my post office where they were held for suspicious labels. The only way for me to receive my package was to pay postage due. I have contacted the company. I have the shipping label, receipt from the post office and the emails from the company.

  • Initial Complaint

    Date:09/08/2023

    Type:Order 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.
    They provided a preview of an item that I ordered, the product looked nothing like the preview provided. I asked for a replacement and they wanted me to pay half the cost to replace the item they made incorrectly. I asked for a replacement or a refund to which they declined.

  • Initial Complaint

    Date:08/14/2023

    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.
    Ordered keychain 8/2023. Product I received in mail looked nothing like picture advertised on their website. Looks like product was slapped together by a child - couldnt make out photo of my dog,I contacted company and they said I should feel sorry for them (could be language barrier issue). They said would not issue refund or offer any other form of resolution since I approved proof they emailed. Neither the proof or website picture resembled product I received. I feel like I was swindled out of my money.

    Customer Answer

    Date: 09/08/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/20/2023

    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 requested to return or receive a refund for an item that was obviously defective and they refused. I showed them pictures and told them that this was not in the product description. Please see pictures attached. The image quality is horrible and looks nothing like the photo I approved. There is also a number that shows above the frame!! That should not be there!! I want a refund for the defective product.

Gecko Custom is NOT a BBB Accredited Business.

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