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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:02/21/2023

    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 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.

  • Initial Complaint

    Date:02/21/2023

    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 a funny pair of custom pajamas for a Christmas gift in mid November, they shipped and after a month I started requesting info since my tracking info led nowhere. Took forever getting anyone from customer service, finally after Christmas I was told I could wait another week or two or receive a refund and now I wish I had taken the refund but I was honest since they found new tracking that said it was a state away. The items showed up after Christmas and were not wearable. The pants were fine but extremely long but the shirt couldnt even be put on let alone buttoned. I contacted them again and it was another month and a half til I got a response asking for the measurements to see if they didnt match up with theirs. I measured and everything was off, then they wanted proof so I measured again with photos in the exact same locations the size chart they posted to order from and now thats not good enough, they want measurements different from the size chart they say to measure from or they cant help me. Im beyond frustrated with the customer service and the wasted $50 and horrible Christmas gift. I just want a refund since its not what they said it would be instead of jumping through n w hoops with every email, I feel like they are trying to get me mad enough I stop asking for a refund. Literally the pants are adult talks and they matched it with a childs top

    Customer Answer

    Date: 03/18/2023

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:02/21/2023

    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 two sets of custom children's pajamas set in November. I received half the order a month after promised delivery and yet to receive the other half. They just kept sending me emails that the order has shipped over and over but after months I instead received someone else's order for children's pajama pants. I have contacted the company multiple times of the problem and have even requested a refund. No one has responded other than an automated message that they will reply in 3-5 business days. I would like a refund for $41.95, the price of the product I did not receive.

  • Initial Complaint

    Date:02/15/2023

    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 have tried to contact this business and get a refund since December and no response. I have sent multiple emails and nothing. I just want a reund.

  • Initial Complaint

    Date:02/15/2023

    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 placed an order #************* for custom pajamas on Dec. 6 with a listed delivery date for Dec. 30. I sent three additional emails (1/17, 1/28 and 1/31) requesting an update on my order after multiple weeks of delays without communication or assistance without any reply. I received my order on 1/31 and sent a follow up email with photos showing the incorrect sizing/poor quality of the pajamas that didnt come close to fitting and had stray thread and never received a reply. I finally got an email from GeckoCustom on 2/6 stating that that due to some system errors, a number of emails were moved to spam and deleted without being read but we have just found this issue. Therefore, if you have any issues with your order or received products, which are without a resolution from us, please reply to this email so that we can check and support you further.Upon replying to their 2/6 email stating this full history and asking for a refund or replacement they still have not replied. I am requesting assistance in receiving a full refund for my order #**************

  • Initial Complaint

    Date:02/15/2023

    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 two pairs of pajama pants with different animal faces on each for Christmas presents. I ordered on 12/12/2022 so wasn't surprised when they didn't arrive on time. Finally, on January 31 they were delivered, but only one pair was in the package. I have left 3 emails to ask them to just return my money for that missing pair as I am sure it will never be found and I don't want to wait another 3 months for a new pair to be sent across the ocean. The amount isn't large, just $36.30, but want them to be responsible.

    Customer Answer

    Date: 03/13/2023

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

    The product has not yet been received. They did say they would send it and did provide a tracking # which I am monitoring the progress of the item. 

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 05/10/2023

    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:02/13/2023

    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.
    Hi, I ordered a Christmas present in the beginning of December. I recently received my order only the top to the pajamas I ordered was missing. I have contacted Gecko Custom customer service multiple times regarding the issue and included order number, problem and possible resolutions. No response has been made and issue has not been rectified.

  • Initial Complaint

    Date:02/13/2023

    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 ordered a costumize sign back on December 18 for ***** Geckocustom ********* ** took my money and I haven't received anything as of yet.

  • Initial Complaint

    Date:02/13/2023

    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.
    Due to an extended delay, I requested this order to be canceled twice. These requests were ignored and instead, I received a tracking order. I received an order about 2 months delayed. Upon receipt, the pajamas had poor quality. The pockets were on opposite sides, there is a stamp on the front, and the stitching is losing and coming undone. Also, the sizing was incorrect, as the length was extremely long.

    Customer Answer

    Date: 03/10/2023

    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:02/13/2023

    Type:Customer Service 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 placed an order on November 23, 2022 for 2 items. They were marked ready to ship on December 2, 2022. Todays date is February 10, 2023 and I have still not received anything nor have they been shipped out. I have contacted the company through email several time asking about my order and all I have received is an auto reply saying they will get back to me in 3-5 business days. I have waited that amount of time 3 separate times now and still no response from the company. There is no other way to contact anyone from this company to get my product or be issued a refund.

Gecko Custom is NOT a BBB Accredited Business.

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