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:03/16/2025

  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 placed an order with this company, the item took very long to arrive, once they arrived the insoles slip to the front, in normal shoes the insoles do not move as you walk. They are for a child so they are very uncomfortable. I emailed the company and initially they apologized and said that they would remake the order. The next day I received an email saying that they were not going to do anything about it because thats how all their shoes come. That is not on the website. I left a review and sent another email and they will not respond. This item was a waste of money and the company has horrible customer service!

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:03/11/2025

  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 some custom premium t-shirts (Personalized Gift Shirt ******) from the vendor. Their website advertises 10 day shipping for U.S. orders. It still shows this on their website. I ordered the product on January 20th for an event on January 31st. I then received an email confirmation that communicated the same timing...* For products such as t-shirts, mugs, blankets, canvas, posters, tumblers, etc., you will receive your order earlier with a production time of 1-3 days and a delivery time of 2-8 days." I did not receive my order until February 18th. I contacted them on Thursday, February 23rd to resolve this without any assistance. Once I received the product, the t-shirt was thin, shiny, and cheap versus the "premium t-shirt described on their website (see below). I again tried to reach them to resolve this and they would not return my inquiries. PREMIUM T-SHIRT (Unisex Next Level Premium Fitted)Comfortable and light, this premium fitted short sleeve is a classic choice.Solid colors are 100% ******, ******* colors are 90% cotton, 10% polyester.Environmentally friendly and recognized by Global Organic Textile Standard.Side-seamed, shoulder taping and retail fit (more fitted to body curves).Twill tape covers the shoulder seams to stabilize the back of the garment and prevent stretching.Machine wash: cold (max 30C or 90F); Do not bleach; Tumble dry: low heat; Iron, steam or dry: low heat; Do not dryclean.

• Initial Complaint

  Date:02/13/2025

  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 placed an order with Gecko after seeing a pop-up ad and saw personalized sweatpants with image of a dog/name. After just losing my 13-year-old German ******** I wanted a pair for myself with my beloved German Shepherd on them. I selected the sweatpants on the Gecko site, uploaded my dog pic, name and chose the design. I looked at the size chart, measured my ************* Based on my measurements I ordered sweatpants in a 4XL going by the size chart provided, when normally I wear a 2XL when purchasing sweatpants from the store. I received my sweatpants and was so excited they looked so nice just like the preview image. When I put them on the *********** fit good, however the waist band didnt even come up halfway to my belly button. These sweatpants are clearly short waisted and that was not communicated in the Item Details or on the size chart. If this measurement was provided, I would have gotten my measurement and seen that they were short waisted sweatpants and not ordered them. You can only contact Gecko by email. What a nightmare!!!!!!! I have been exchanging emails since December and over 11 emails later Im not getting anywhere. Very frustrating, all I would like is to return the short waisted sweatpants and receive a credit for what I paid $36.95 to purchase something else with a picture of my beloved German Shepherd. Thank you.

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:01/31/2025

  Type:Delivery 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.

  Date of Transaction: 1/12/2025 Items Ordered: Photo Custom Pajamas- one set and a pair of pants Follow up Emails sent: 1/27 & 1/30 Cost: $83.26 Issue: items never sent, no follow up from emails, ticket placed through website ignored

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Gecko Custom has been resolved.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/28/2025

  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 made my transaction on December 18th 2024. I thought it was already expensive when I saw the amount in my account, because of the exchange rate USD to CAD. But I was ready to accept it, since I was offering a gift.The item I ordered is a pair of slippers Price on website is ***** USD Price paid with shipping and exchange rate: ***** CAD A week later, I received messages from ***, telling me that I needed to pay additional fees/customs/taxes for a total of ***** CAD if I wanted my package to be shipped. The total amount paied was getting disproportionate, so I decided to contact GeckoCustom on January 3rd. I explained to them that I could not pay more for a pair of slippers. I suggested either a refund or that they repay me the additional ***** CAD. They did not answer me, so I sent other similar emails on January 12th and January 19th. I also opened two tickets on their website. They claim that they repond to tickets in ***** hours, which was not the case. After all those attemps to reach them, they never answered me. In the meantime, *** had returned my package to the vendor in ***** (on January 15th)In summary, I paied ***** CAD for an item I never received. GeckoCustom has done nothing to solve the problem or even to contact me (other than for unrelated promotions on my next purchase...) I also noticed that they never published my 1 star review, and that all reviews on their website are 5 stars...

  Customer Answer

  Date: 02/23/2025

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

• Initial Complaint

  Date:01/21/2025

  Type:Delivery 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.

  Placed an order Dec. 6, 2024. Paid them $56.90. Never received my item. Seller keeps saying it on its way when tracking clearly shows it sitting in ***** Order #*************

  Customer Answer

  Date: 02/15/2025

  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:01/06/2025

  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 placed an order for an item on 12/9 and it was marked as delivered on 12/21 however it was not delivered to my address that is listed on the order confirmation so I looked around and there was no package so I contacted the company and they emailed me a delivery photo however the delivery photo is to the leasing office at my apartment complex where packages are not to be left. I contacted the leasing office and they said they do not have the package so not sure what happened to it but I did not receive it. They did not deliver it to the correct address so I contacted the company and told them that and they said they can replace the item for a $15 charge however I should not have to do that since I already paid for the item and it is not my fault that it was not delivered to the correct address so I did not receive it. I paid for an item that I do not have and the company is not being helpful or resolving the issue. I should not have to pay to replace an item that was not delivered correctly by their delivery driver. Please assist, thank you

• Initial Complaint

  Date:12/11/2024

  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 placed an order with Gecko Custom (*****************************) on Oct 12, 2024 for three personalized Hawaiian Shirts (for men). These were ordered as Christmas gifts. The company charged my ****** account $118.80 on October 12 under the company name "***********. ***** I have since contacted the company many times by submitting tickets on their website as well as sending emails, but I have never received a response. They provide a WhatsApp number as an alternative contact, but this doesn't seem to be a legitimate number. Today (Dec 10) I checked the status of my order by entering my order number and it states "Pending" which means the products have not been made. They promised a processing time of 3-10 days and shipping time from 7-15 days after placing the order. I also receive many general emails from this company on a daily basis luring you to order more things with discount codes. It all feels like the company is a scam. At this point, I would prefer to be refunded since the shirts will not arrive before Christmas. I basically do not believe the shirts will ever arrive and that they have simply stolen money from me.

• Initial Complaint

  Date:12/10/2024

  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.

  Items ordered and paid for Nov17 Received notice on Nov 27 that item was in ************** IL but had an incorrect address and an exception. Apparently it was sent back to sender because now they want me to send correct address and an unspecified amount of $ for reshipping. Address was sent to them correctly. They cut off the house number but had the street. Messaged response to my inquiry includeda link allegedly for that but it was just a link back to the original tracking page. Yet they keep sending me emails daily to buy more, for my birthdate and other information.

• Initial Complaint

  Date:10/08/2024

  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 placed an order for one custom shirt as a birthday present at 2:30 PM. I received an email asking to confirm the order after 10:00 PM telling me to confirm my order within a 4 hour window. I was asleep but work up at 3:00 AM and checked my emails. They then sent me another email telling me they would make the change. Then, I received another email telling me they would not make the change because my order was completed and I didnt confirm my order in the 4 hour window. After contacting them, they told me that they would not do anything to fix my order. What company does that? And not willing to send out the right size? Beware of this company. Not a US company and not willing to do anything but keep your money.