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Business Profile

Clothing

DTLR, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for DTLR, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

DTLR, Inc. has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • DTLR, Inc.

      1300 Mercedes Dr Hanover, MD 21076-3140

    • DTLR, Inc.

      2345 Vauxhall Rd Union, NJ 07083-5036

    • DTLR, Inc.

      2516 State St East Saint Louis, IL 62205-2323

    • DTLR

      2345 Vauxhall Rd Union, NJ 07083

    • DTLR

      11110 Mall Cir Spc D03A Waldorf, MD 20603

    Customer Complaints Summary

    • 88 total complaints in the last 3 years.
    • 52 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:06/16/2025

      Type:Delivery Issues
      Status:
      Answered
      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 received a notification that my package was delivered. I returned home no package was on my porch. I immediately contacted ***** to report the missing package and was informed to contact DTLR for them to submit a claim. I contacted DTLR and informed that would submit a claim and I would receive a email 15 mins later, which I did not. I called DTLR to inquire about the email, was told I was given incorrect information and to file a police report. DTLR states it noted they do not file claims on economy packages when placing an order, however it did not state when placing the order nor in confirmation email. If it did I would not have placed the order. I would either like a replacement order to be shipped, a missing package claim to be submitted to ***** or a refund to my card for this order.

      Business Response

      Date: 06/16/2025

      Good Afternoon,

       We do apologize that you did not receive your package. Unfortunately DTLR is not responsible for lost or stolen packages once they leave our facitlity. If ground or express, we can file a claim, but if economy is chosen as the shipping method , fed ex will not allow us to file a claim. At checkout,  this is the message that appears if ground shipping is an option " Ground Economy orders are ineligible for claims if a package is lost or stolen and addresses cannot be changed once the order is placed.". If you feel your package was stolen, you may file a police report. Once filed, if you send a copy of the police report to ************************************ we may be able to further assist once the report is authenticated. Again, we do apologize for the issue with this order. 

      Business Response

      Date: 06/16/2025

      This is what is shown at checkout

    • Initial Complaint

      Date:06/10/2025

      Type:Product Issues
      Status:
      Answered
      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 shoes w this company and they got delivered with a stain on them as if they were worn already. Company told me they would issue a refund an have not. So basically I got faulty shoes that cost over 160 WITH SHIPPING and lost money

      Business Response

      Date: 06/12/2025

      We are so sorry to hear you received a defective item. When you reached out to customer service we provided you with a return label so you can return the item for a refund. The return tracking number for the label we provided you was 791789985273. We are showing the item has not been sent back yet. Once the item has been sent back, we can issue a refund. We do apologize for the issue with this order. If you would like to keep the item, we can refund you 15% of the item price. 

    • Initial Complaint

      Date:05/25/2025

      Type:Delivery Issues
      Status:
      Answered
      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: ******* Order ************ May 24, 2025, at 10:21 AM Store Location: DTLR ******************************************************************************************************************** I am filing this complaint because DTLR canceled my confirmed order for the Air ****** 4 White Cement in size 12, despite the companys clearly stated no cancellation, no refund policy.This cancellation was not initiated or authorized by me. As a result, I lost access to a limited-release item I had rightfully secured. The item is now unavailable through retail channels and can only be found through third-party platforms.I originally paid approximately $225. Because this cancellation was a clear violation of DTLRs own terms, I am requesting monetary compensation sufficient to allow me to obtain the same item elsewhere, without added cost to **** do not accept store credit as a resolution. This is a fair and reasonable request based on the companys failure to uphold its stated cancellation policy.

      Business Response

      Date: 06/13/2025

      HI, Jordan, 

         As discussed on the phone, once an order is placed and the confirmation email is sent,  it goes through our 3rd party security system and there is a chance that your order may be cancelled if the security system declines your order. The verbiage that we can not cancel an order once placed is correct. Once an order is placed DTLR can not cancel it -it goes into the system for processing and if you change your mind on the order it would need to be returned.However, if it gets declined, then your order could be cancelled. 

      As discussed, we were able to find you a size 12 and an invoice has been sent to you via pay pal, but the invoice has not been paid yet. If you would still like to purchase the item, please pay the invoice no later than 6/15/25. If you have any questions please reach out to us. Once the invoice is paid, we can ship out your item. 

    • Initial Complaint

      Date:05/20/2025

      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.
      On April 28th I ordered a pair of sneakers and only received one pair. I notified DTLR immediately and it took almost a week to hear back from them.Initially I was offered a 15% off coupon, which didnt make any sense because I paid full price for the sneakers ($235) and only received one.After I asked to have the solution escalated DTLR did offer a refund for me sending the other shoe as well as a guaranteed spot for a release. I explained that due to my military obligations I wasnt at my home to ship out the shoe and equally the initial offer didnt mention the shoe so I believe they are trying to use it as a bargaining tool because they now know Ill be away for awhile and may forget. Mind you, I didnt make any progress with them until I mentioned the BBB Forward to 19 May ****************************************************************************************** a refund and the release spot they just need some more details. When I called back, the DTLR representative reverted back to the prior solution. Instead of what was left on my voicemail. I just want my money back

      Business Response

      Date: 05/28/2025

      Good Afternoon, 

       We apologize about the issue you had with this order. Unfortunately the supplier was unable to find your missing shoe. We can definitely issue a full refund, we just need to have the other shoe returned as management advised when they reached out. Once we see movement on the return we will be able to issue you the refund. Again, we do apologize for the issue with this order.  

      Customer Answer

      Date: 05/29/2025

       
      Complaint: 23354962

      I am rejecting this response because:

      Information Isnt being correctly disseminated. Im away on military obligations and the company keeps asking me to send the shoe when I clearly informed them of this.

       

      additionally the company keeps changing their compensation. Im willing to accept a refund and secured spot for a release.

      at A point one of the options was a 15%off coupon which clearly showed they dont care about the show or customer service because that doesnt even make sense.


      Sincerely,

      **** ******

      Business Response

      Date: 06/16/2025

      Thank you for bringing this to our attention. We believe the issue has been resolved. 

      Customer Answer

      Date: 06/16/2025

       
      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.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:05/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 a online order and I was charged sales tax that I was not supposed to be charged I live in the state of ** where we dont pay sales tax on shoes and clothing regardless of how much it cost Dtlr claims that they can charge me sales tax for because its over 100 which is wrong if I bought the same item in store it would not be taxed at all!

      Business Response

      Date: 05/13/2025

      Good Afternoon, 

       Everyday sneakers are exempt from taxes in ** but these are specifically classified as basketball shoes which are taxable which is why the tax displayed at  check out and you were charged for the tax. Please let us know if there is anything else we can assist you with. Thanks for shopping with us. 

      Customer Answer

      Date: 05/13/2025

       
      Complaint: 23323466

      I am rejecting this response because if I bought the same item in store there would be no sales tax regardless what type of sneaker it is 

      Sincerely,

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

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 was looking to buy some shoes for my birthday and sent the payment and address. The next morning I was told i need to pay an insurance and maintenance fee of an additional $120 for my shoes to be shipped that was never said prior to me send the first original payment of $180. I've asked for a refund because of the inconvenience and my request keeps being deflected and ignored.

      Business Response

      Date: 03/13/2025

      DTLR does not communicate through text messages about orders/sales. This is not a DTLR order. Please reach out to the seller you were corresponding with. 

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am APPALLED with how the manager of the location in ********** Tx treated us today and even more shocked with how she treated the customer service representative that called her to see why my order was not in the store. I called the store and was placed on hold then the female manager who was RUDE and not helpful at all. I explained to her the order may have been either in my name or my husbands name which I spelled out for her and she stated we dont have your orders. The amount of money I spend with your company should validate that I am treated well and respected and even if I just spent $1.00 there it cost nothing to be king and courteous! Im telling you all now! Let that manager go! She was cold and short! No one in the world would want to shop at a place that treats people rudely! I am awaiting a call back from the District Manager! She is a poor representation of showing empathy and compassion towsrds customers I wanted to go up there but I am going to until my husband is off of work! Its a shame we spend lots of money just to be treated like trash! We ordered 2 pairs of shoes And you would think she paid for them the way she acted. Pure IGNORANCE AND IMMATURITY on her behalf! Then she had the audacity to hang up on the DTLR customer service representative!

      Business Response

      Date: 03/05/2025

      Hi,

      I want to first thank you for your email, we here at DTLR appreciate you as a customer and want every experience with us to always be a pleasant one. I apologize for the frustration you've experienced.

      Because this concerns a store location, I have forwarded your message to higher management and the District Manager of this location. Please allow ***** hours to be contacted to resolve your concerns. We appreciate your patience during this time, and I apologize again for the inconvenience you have experienced.

      If you are not contacted within 48 hours, please contact us at **************** so we can re-escalate your concerns.


    • Initial Complaint

      Date:02/27/2025

      Type:Product Issues
      Status:
      Answered
      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 on 2/25 they cancelled it on 2/26 not only did they cancel my order claiming its out of stock. They put it back on the site and didnt issue the refunded like they claim they did. Give me merchandise or give me my money

      Business Response

      Date: 02/27/2025

      Good Afternoon, 

       This order was not paid via pay pal . It was paid with a credit card. The funds normally drop back on your card within 2-5 business days. This transaction has been voided on our end and your financial institution should be able to see it. 

    • Initial Complaint

      Date:02/14/2025

      Type:Product Issues
      Status:
      Answered
      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 a pair of ****** 1 Low OG grey/black shoes on 11/26/24 order #*******. The shoes that were delivered to me were not the correct shoes that I ordered through DTLR. Instead I decided a **** Pegasus running shoe size 12 in a Burgundy colorway. I contacted DTLR via email about them sending the incorrect shoe. DTLR stated they would fix the issue having me send the incorrect pair of shoes to them via ****** Once they received the shoe they would send me the correct shoes that I paid for. The shoes were delivered back to their warehouse on 12/10/24 at 10:49 am. ***** tracking #************. I contacted the DTLR team to see what the status was on them sending me the correct shoes back and they stated they never received the incorrect shoes back at their warehouse. They stated because they never received the shoes they couldnt send me a refund nor the shoes. DTLR charged me for a product that I never received and stole my money leaving me with zero merchandise.

      Business Response

      Date: 03/06/2025

      Our internal investigation has been completed and the issue has been resolved. The order has been refunded. 

    • Initial Complaint

      Date:02/09/2025

      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 clothing from their website, which included a beanie, shirt, and hoodie. The shirt was out of stock, and the package shipped the next day. On Wednesday February 5th 2025, I received the package. Upon opening it, they only included the beanie. I immediately contacted customer support and they requested I take pictures and submit it for a refund or replacement. They ended up contacting the store that shipped it, saying they were pretty sure they mailed it. The sales **** ****** said theres nothing they can do, not even file with ***** and that Im out of luck. Someone from the store also called me personally and told me to, kill myself.

      Business Response

      Date: 02/10/2025

      We are sorry to hear about the issue you had with your order. We have spoken on the phone and the issue has been resolved. 

      Customer Answer

      Date: 02/13/2025

       
      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.

      Sincerely,

      ***** ******

    DTLR, Inc. is NOT a BBB Accredited Business.

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