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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

      250 Woodbridge Ctr Dr Woodbridge, NJ 07095

    • DTLR, Inc.

      11110 Mall Cir Spc D03A Waldorf, MD 20603-1800

    • DTLR, Inc.

      10835 Old Halls Ferry Rd STE G-h Jennings, MO 63136-4500

    • DTLR, Inc.

      100 Briarwood Cir Spc F155 Spc F155 Ann Arbor, MI 48108

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair 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.
      This business allowed someone to walk in the store with my stolen credit card and make a purchase. When I called the store i was informed that the policy allows anyone to use a credit card without ID if the purchase is under $200. Under no circumstances should someone be allowed to use a credit card without having their ID checked.

      Business Response

      Date: 02/04/2025

      Good Afternoon,

       I am sorry to hear that someone used your card fraudulently. We do not ask for identification for chip enabled credit cards. If your card was stolen/used fraudulently, you would need to contact your bank or card provider to dispute the charge. We apologize for any inconvenience. 

    • Initial Complaint

      Date:01/24/2025

      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.
      I ordered three pairs of shoes from DTLR, but only two were delivered. The packing slip claims all three items were included in the same box, yet there were only two pairs inside. I met the delivery driver directly and can confirm the package was not tampered with.Your team has decided to file a claim with *****, but this is puzzling. The package was clearly delivered intact, and this issue is rooted in your fulfillment process, not ****** Even more frustrating, I was told that if ***** denies the claim, I will need to file a police report. This makes no sense because the situation does not involve theftit is an error on DTLRs part. Why should I file a report against others for what seems to be an honest mistake in packing my order?According to your representative, the store manager claims they personally packed the box and included all three pairs of shoes. Based on the facts, it seems likely that a mistake was made, yet DTLR is refusing to take accountability. What makes this situation even more disappointing is that the missing pair is the least expensive item in the ordera $20 pair of shoes.Instead of resolving this simple issue, you are putting the burden on me, the customer, by involving ***** and suggesting legal action. This is a terrible practice that raises serious questions about DTLRs ethics, customer service, and willingness to take responsibility for internal errors.

      Business Response

      Date: 01/27/2025

      Good Morning, 

       Since the 3 items were verified to have been in the box when it shipped, we need to file a claim with fed ex to see what may have happened between when the package was shipped and when the package arrived to your home. We have filed a claim with fed ex and will be following up with them. In the meantime, we have issued a refund for the missing item. We apologize for the inconvenience with this order. 

      Customer Answer

      Date: 01/27/2025

       
      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,

      ****** Level

    • Initial Complaint

      Date:01/24/2025

      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 placed an order for a pair of back and white **** Dunks for $97.40 on January 17 and received an email on the 22nd stating that the package had been delivered. However, I reside in a community where packages cannot be delivered directly to the door. Instead, they must be delivered to Amazon lockers or the package room. Despite this, I never received any notification indicating that the package had been delivered to either location.I contacted the my front office to verify the status of the package and inquire about any potential errors or misdelivery. Unfortunately, there was no evidence of any such issues. I then reached out to DTLR to inquire about the process for obtaining a refund or assistance in locating the missing shoes based on my order ID.Surprisingly, the shoes were marked as delivered by ****** but I was still not informed of the delivery. The representative from the customer service line informed me that since the package was sent via Economy ****** they were unable to make a claim with *****. Consequently, I was advised to submit a police report and upload it for them to process a refund.I find this request highly unreasonable. Public servants should not be required to handle such situations, especially when there is a strong suspicion that the company may not have even sent the shoes. I believe there might be a fraudulent scheme involving this company and ***** that warrants further investigation.

      Business Response

      Date: 01/27/2025

      Good Morning,

       We are sorry to hear there was an issue with your package. Your order was shipped under tracking number ************ and was delivered by fed ex on 1/22/25 at 2:42 PM. The information you received when contacting our customer service is correct. Unfortunately, DTLR is not responsible for lost or stolen items once they leave our facility. Normally we would file a claim for these orders. However, since the package was shipped economy, we would need a copy of a police report to further assist since Fed ex is showing delivered. We do apologize for the issue with this order. 

      Tracking #: *****************************************************************************************************************

      Customer Answer

      Date: 01/27/2025

       
      Complaint: 22850649

      Im rejecting this response because this company never delivered the shoes. *** had no other delivery issues, except with this company. What company sends over $100+ shoe economy shipping  that does not hold the shipping company accountable? Ill be filing a complaint with the attorney general to investigate this companys practices further because this is unacceptable. 

      Sincerely,

      ****** *****

      Business Response

      Date: 02/04/2025

      Good Afternoon, 

      As stated in the previous correspondence we did attach fed ex's proof of delivery. Unfortunately this is an economy order so *** ex will not allow us to file a claim for this one. What we can do as a one time courtesy is offer you a reship to a DTLR store near you. Would this work? Please let me know what DTLR location you would like the item reshipped to if this would be an acceptable resolution. 

    • Initial Complaint

      Date:01/19/2025

      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.
      My name is ****** *****. I have had several problems with trying to exchange a Ugg Sweatsuit . I recieved the wrong size, The DTLR location on ******************* , ** refused to exchange my order. I shop there all time. I also went to The ************** location in ********* and they refused to exhange it as well. I demand (2) ****** giftcard for the inconvinence. I have alsod filed a complaint with The attourney general s offiice in ******** addressing this.

      Business Response

      Date: 01/22/2025

      Good Morning, 

       We have received your complaint. I am not sure what reason the store had for not allowing you to exchange the item. I see that this is regarding an online order. We can send you a return label so we can refund your order and then you can purchase the size that you need. We apologize for the issue with this order. 

    • Initial Complaint

      Date:01/14/2025

      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 ordered a pair of sneakers online on 12/21/24 (order number *******) for pick up at the DTLR location on *************. After the holidays, I no longer needed the item and wanted them to be returned. The store is far away from me so I didn't want to go in person. I contacted customer service that week and requested for my item to be returned. They emailed the store and requested a return. On 1/6/25 I received an email saying my item had been picked up. I contacted customer service again and let them know I did not pick up the item and never received a refund. They contacted the store again and were told by the employee that I did pick up the item. This is untrue. I have never stepped foot in this location of DTLR. They informed me I could not receive a refund because the item was picked up, however I did not pick up the item and have requested a refund many times. I requested for them to pull camera footage to see I never picked up the shoes and investigate what happened. To this day, 1/14/25 the business has not refunded me for the shoes I never received and attempted to scam me by saying I picked them up when I certainly did not.

      Business Response

      Date: 02/04/2025

      We apologize for the issue with this order and have completed an internal investigation .  We have issued a refund for this order. Thank you for shopping with us. 

    • Initial Complaint

      Date:01/06/2025

      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.
      On 12/20/2024 I ordered a pair of Ugg boots for my Fiance for Christmas. I paid for over night shipping and did not receive the item until 12/26/2024. Upon opening the item I noticed there was two left shoes. I have emailed, called, and left messages with the company and have got a few responses but no commitment. I complained about my shopping that I paid for and they did refund that, but I told them I want to refund the shoes to get my money back and they refuse to get me a return label to send it to, they keep telling me they sent one, but have yet to receive one. I called yesterday and sat on hold for 17 minutes, then all of a sudden I got hung up on. Then I called again, same exact thing. Called AGAIN, and then I did talk to someone to said they were gonna send me a return label, yet sent nothing still. I sent them photos of the boots that they requested to prove it was two left shoes.

      Business Response

      Date: 01/22/2025

      Good Morning, 

       I am sorry to hear about the issue with your recent order. We do apologize for the error with the item you received. A return label was issued and was received back on 1/21/25. We have issued a refund for the order. Again we do apologize for the issue with this order. 

      Customer Answer

      Date: 01/22/2025

       
      Complaint: 22766312

      I am rejecting this response because: I never did get the refund back. I have called 3 times today to their customer service line and no answer.......

      Sincerely,

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

      Business Response

      Date: 01/27/2025

      Order was refunded on 1/22/2025. proof of refund attached. 

    • Initial Complaint

      Date:01/01/2025

      Type:Customer Service 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.
      made a purchase online on 12/21/2024 or number *******. I received an email that my order was ready for pickup in store on 12/22/2024. I went to the store to pick it up on 12/23/2022 and they store employees could not find my order even though their system showed that it had been delivered and signed for. The manager asked me to come back the following day and I did, and they still could not locate my order. I talked to customer service who said they would have a manager reach out to me. No one had reached out to me, and I have been calling since 12/26/2024 to speak with someone to get a refund. I have not been able to get in contact with anyone. I sent emails as well. I just want my money back because I didn't receive the product and I went out to rebuy the product so now I no longer need the product.

      Business Response

      Date: 01/22/2025

      Good Afternoon, 

      We do apologize for the delay in receiving your order. There was a delay with *** ex in getting the order delivered to the store. The store has confirmed that the entire order was picked up and 3 of the 6 items were returned in store on Dec 31, 2024 . The three items that were refunded totaled $244.28. Please let us know if we can be of further assistance. 

      Customer Answer

      Date: 01/27/2025

       
      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:12/31/2024

      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 sneakers less than 2 weeks ago that I ended up being gifted a week later. Upon trying to return them in brand new condition with receipt I was told that if I did not pay with a credit card that my only option was a store credit. My payment method was a credit card and I was still told that they could only issue a store credit. I then proceeded to call customer service to validate this claim and was told that every store runs on a different system and that I would have to drive around to different stores until I found the one that would accept my return. It is 2024 and I cannot believe that there are any retail stores that will not issue refunds. Specially for brand new items with receipts. I refuse to accept a store credit as this situation has left a bad taste in my mouth and refuse to ever shop at this store again.

      Business Response

      Date: 02/24/2025

      We apologize for the inconvenience.  Our returns policy is posted at the counter of every store. We will honor the return of all new, unworn merchandise for either a store credit or a refund to a credit card if the purchase was made with a credit card.  Refunds are allowed for up to 30 days with the receipt.  Please provide the proof of purchase, and we will investigate the matter further in hopes of providing you with a full credit refund to your credit card.

      Customer Answer

      Date: 02/26/2025

       
      Complaint: 22748278

      I am rejecting this response because: 

      Nothing was done about my issue. The district manager emailed me and asked the store location and number and that's it. I had to ask if she(the DM) or the manager would teach out to me, which she said yes and I never heard from anyone again. 


      Sincerely,

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

      Business Response

      Date: 03/31/2025

      We apologize for the inconvenience.  Our returns policy is posted at the counter of every store. We will honor the return of all new, unworn merchandise for either a store credit or a refund to a credit card if the purchase was made with a credit card.   We need more information to try to resolve this matter for you.  As stated in the previous response, please provide the proof of purchase, and we will investigate the matter further in hopes of providing you with a full credit refund to your credit card.  

    • Initial Complaint

      Date:12/19/2024

      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 decided to order from DTLR this year around Christmas and made the worst decision of my life after seeing the reviews made on this website. Ive learned that this business is not consistent When it comes to customer feedback. Outside of that I Placed an order on their website on December 6 of 2024 it is December 18 ******************************************* reference to my order that was placed on the sixth. *** contacted their customer service call line and email address and Im still yet to receive a response to anything going on. I want a full refund back and I want everyone ordering from their website to understand that You wont see your package when do you think you will. Ive contacted customer service email several times and decided to give up and write this review so people in the future ordering from DTLR understand that this is a regular thing that goes on in their company.

      Business Response

      Date: 12/20/2024

      Good Morning, 

       We are so sorry to hear of the issue you had with this order. It appears that your order was lost in transit with fed ex. I see you were able to reach one of our representatives and a refund had been issued for your order. Again, we do apologize for the issue with this order. 

    • Initial Complaint

      Date:12/05/2024

      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 placed an order on 11/25 for my family for 5 pair of ******s and only received 4 pairs. Im missing the size 5 ****** 3s for my son. Im highly frustrated that my son do not have his shoes while everyone else does. Im not able to get in contact with anyone from the store it was sent from. the phone just ring and then gets a voicemail. I have called multiple times as well as emailed the customer service team with no help only told to give ***** hrs to hear from the supplier and it has been longer than that with no resolution. I have asked to have a supervisor give me a call as well and have not gotten one. I placed an order totaling $745 and would like my shoes that I ordered or a refund so i can order the shoe. The box that the shoes were shipped in would not even fit 5 pair of shoes in it if they tried. Im being told to be patient and this isnt a be patient moment when its my money being tied up. Please help!

      Business Response

      Date: 12/05/2024

      Thanks for reaching out to us. We were able to confirm with the supplier and have issued a new order for your missing size 5. Your new order number is ******* and you will receive tracking as soon as the item ships. We apologize for the issue with this order and appreciate your business. 

       

      Customer Answer

      Date: 12/05/2024

       
      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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