Complaints

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.

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 products from this company, and they did not fulfill my order properly. Pieces were missing and not appropriately sized. I emailed to let them know, on January 5, 2023, right after receiving the order. Eventually, they got back to me asking for photo proof, which I sent on March 5th. Several weeks later, they emailed saying they were still waiting for the photos, so I sent them again on March 22nd. After the second attempt to send the photos, I sent a separate email to them (without photos) asking them to confirm they received the second attempt. It is now April 13th and no one has gotten back to me since. I am attaching JPG screenshots of the email exchanges.

  Customer Answer

  Date: 05/12/2023

  At this time, I have been contacted directly by Gecko Custom regarding complaint ID ********, however my complaint has NOT been resolved because:

  The last correspondence with the business was on 4/26. They stated the following: 

  "**** ******
  ****** *** **** ****** ** **** ***** ** *** ****** *** *** ****** ****** ** **** **** ***** **** ** *** *** ****** ***** *** ****** **** *** *** ***********"

  My response on the same day was the following:

  "I would like everything in XL size. thank you"

  Based on their statement, I should expect the product to arrive within the next week. However, given my history with this business, I would like to keep my complaint open until I receive the products and am able to verify that they properly sent what was promised.

  Thank you,

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

   

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 06/01/2023

  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:04/10/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 short and shorts from this company both arrived and the shorts fit great. The short however was sized wrong. I understand manufacturing mistakes happen so i tried to resolve the issue with the company. First the my told me i would need to purchase a new shirt and pay for shipping. After posting a comment on one of their ******** ads about my experience then someone reached out to me via FB messenger and told me to measure the shirt and send a picture i did so and the shirt measured as a 1x instead of the 4x it was tagged as. The ** rep then stated they couldn't see the entire measuring tape in one photo (i took an up lose picture of it to show the number clearly i also sent another picture showing all but the very beginning tip of the measuring tape) and asked me to send another picture showing the whole thing better so i did. The rep then insisted i needed to send more pictures because they could not see the numbers clearly. The picture was grainy when they viewed it. I explained that was a technical problem on their end because i sent a very crisp picture that could be zoomed into well. I checked before sending it. They continued to argue with me insisting i "cooperate" and send more pictures. When i told them their technical problems were not my problem and that if it wasn't resolved then i would be filing complaints then they threatened if i file complaints it would take a very long time to resolve. I paid over $70 for a short and shorts. This is not a cheap shirt to chalk up to a ****** learned

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gecko Custom regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Awful experience. Ordered personal pajamas for Christmas in mid November. Product didnt arrive until late January. Order was incomplete. Missing two sets of pajamas. Customer service was NO help! They are still claiming to work on the issue. It is late March now!

• Initial Complaint

  Date:03/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 four items from this company. The description indicated the year 2023 but Ive received an item thats 2022. February 2023 was when I ordered. Lack of customer service and false advertising are what this company made of. Still, remaining items have not yet delivered. Such a waste of money.This company wants me to re-order the 2023 item for a discounted price and claiming that I ordered a wrong year. I sent a screenshot of what I ordered (indicated 2023). Two items said that they were delivered but I didnt get them. The company is instructing me to to deal with **** instead given a tracking number that has an incomplete address (missing an apartment #). *** made sure to give a complete address when I ordered. Obviously, this company is making everything complicated and not aiming to resolve their mistakes by wasting their customers time and effort to the point of giving up. Something needs to be done against this bogus company. Its a shame that theyre still in operation after all the complaints.

• Initial Complaint

  Date:03/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My interaction with this company began in November of 2022. After taking eight weeks to send me a pair of pants, and failing to respond to even one of the several emails I sent, this company still managed to get my order wrong. In fact, this company sent me a pair of purple pants with a picture of someone elses dog (*****, apparently) on them. Upon receiving the wrong order, I contacted this company. I still haven't even received a response from the company, but theyve acknowledge receipt of my multiple emails. I also have not received my product or a refund.

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Do not deal with this company. They sent me the wrong item months late so I returned it and still to date no credit or the correct time has been sent to me. They say they want a picture of the item to resolve this but how do I do that when the item was returned. They emailed me and told me there is nothing they can do- they have the correct product, incorrect product and my funds and I am left with nothing. Totally unprofessional and unethical company. DO NOT ORDER FROM THEM!!!

  Customer Answer

  Date: 03/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gecko Custom regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:02/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 $66 product order in November with a two week shipping time. Did not receive the items until two months later. Business promised a refund in an email to me if product wasnt delivered prior to Christmas, which it wasnt. Now they are refusing a full refund. They are offering a 20% or 25% depending on the method of contact ********* versus email) and say that the only way I will receive a full refund is if I pay to ship it back to *********. This company was advertised out of **. Total scam and should not be allowed to advertise to the ** through social media.

  Customer Answer

  Date: 03/23/2023

  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]

  They still are offering only a partial refund. They are using the excuse that their original email said refund not full refund.  The product is not of good quality. Their ******** page is full of people stating the same issues I have. They offered a full refund if you pay to ship the merchandise back to *********. Just poor customer service and business practice.  

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 12/01/22 which I didn't receive until 01/09/23. This is not my complaint. My complaint is regarding the quality of product, the button holes dont line up properly therefore resulting in the photo on the shirt not aligning. I have reached out to this company 3 times (01/19/22, 02/02/23 and 02/15/23) to resolve the problem and I have only received automated responses indicating my ticket has been received and someone will contact me in 3-5 business days. All I wanted from GeckoCustom is for them to replace the shirt, however at this point I believe I just want a refund so that I dont have to deal with them any longer.

• Initial Complaint

  Date:02/23/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 1 pajama set and 4 pajama bottoms in November, 2022 for my children and a friend. They had pictures of their dogs on them and they were going to be a special Christmas gift. Every week, I waited and the pajamas never showed up. I emailed over and over all throughout December asking for a status, but none was given. Finally, in the beginning of January I received a shipping label for one of the items. It was still in *****! I emailed again asking to cancel this order since Christmas was 2 weeks past. Instead, I got another shipping tracking number for the other 4 items. The first pajamas came at the end of January and then a week later I received the 2nd package, but only 2 of the 4 pajama pants were in there. I gave it another week and nothing else came. It is now almost March and I have emailed over and over to get a refund for at least the 2 pajama pants ($32.95 each) that never came, even though one of the others were so late that I never gave them to the friend. The customer service is awful and they keep responding to me that I need to send pictures of the items I didn't receive. I have asked them repeatedly how I could do that since I did not receive them. I have absolutely had it. If there is anything you can do to help me get this resolved it would be greatly appreciated.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 personalized pajama pants for Christmas and received a pair of pants, not personalized and over 2 months later. I have been trying to get a refund but have not received one.