Business Profile

Clothing

DTLR, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

87 total complaints in the last 3 years.
51 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.

Initial Complaint
Date:11/20/2024
Type:Product Issues
Status:
AnsweredMore 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.
Created an order with thia merchant and then decided to cancel as I found a much cheaper price online they would not honor. They then refused to cancel even though it hasnt been shipped or even processed yet and informed they would be charging me shipping both ways regardless and said if I refuse shipment they will charge me anyways.
Business Response
Date: 11/21/2024
Good Morning,
Unfortunately we have a limited window we can cancel orders once an order is placed, as stated on your confimation you received when you placed the order. When you called to cancel, we were past the point where the order could be cancelled. We do not refund the original shipping cost as that is what the courier charges to ship the item to you. We were able to do the price adjustment you requested. If you no longer wish to keep the item, you can either send the item back for a refund or if you do not wish to pay return shipping, you may return it to a DTLR store. We apologize for any inconvenience. Thank you for shopping with us.
Initial Complaint
Date:10/30/2024
Type:Customer Service Issues
Status:
AnsweredMore 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 walk in to store in ************* out west ******* ***** ** STOREROOOM ***** ********, ** and slip and fell on there floor hit my right arm on there white clothes stand trying to catch my self have a bruise on that arm from that fall the employees did not care did not a wet sign out one of the employee trying to apologize while the other was rude the guy got the wet sign and sat it out after I fell I do have them recording when I got up start to say something about me falling if we do settle it through here I will file something have everything document the date Friday October ******* I'm just now address it due to my husband death date now i'm in state to address this I do have pictures of my arm
Business Response
Date: 05/14/2025
We apologize for any inconvenience caused from your visit to our store. So we can better investigate, please provide us with more detailed information including any photos or videos that you may have.
Initial Complaint
Date:10/01/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore 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 saw the ****** 4s came back in stock (grade school) and my daughter has been wanting them. I noticed they were $215 when they are supposed to be $160 (as the other ones are). I called customer service first thing in morning stating the price error. She states team lead hasnt responded (after a hold). She told me she would call back which she did. She states the team lead says they go off of the market , and ****. **** site has them for $160 so i knew this was a lie. I disconnected and called again. The other agent stated she spoke to management who said it was an error , it is listed as grade school but it is mens. I said im not dumb , as men sizes do not go form size 3-7! That is grade school. Needless to say that are attempting to be like goat and stockx which is taking advantage of customers in todays day and age.
Business Response
Date: 10/03/2024
Good Morning,
The sizing on this particular style of shoe is a bit confusing. For this style, the Men's size goes down to a size 6 with the style number of FQ8138-001 and are marked as $215.00.
The kids sizes run from ***** in this style. The style number for the kids shoes is style number FQ8213-001 and is marked at $160.00.
The pair that you purchased/ were going to purchase was style number FQ8138-001 which is why they were marked $215.00.
These size runs are not done like this often, but when they do, they do cause some confusion, so I definitely understand your concern and apologize for the information you were given.
Please let us know if we can be of further assistance. Thank you for shopping with us.
Customer Answer
Date: 10/04/2024
It gets even ********* receipt in box to return the shoes.
Business Response
Date: 10/07/2024
Good Morning,
Your order number is *******. You paid with a credit card and the only info you need to do a return is your order number since this is an online order. You do not need a receipt. Here are our return instructions in case you need them.
Hello,

I would be happy to assist with your return request! If you are returning your online order please view the picture for simplified instructions. Below you will find the full return information for online returns as well as our in-store return policies.
***********************************************************

* Items purchased in-store cannot be mailed back for a refund online, but they can be returned in-store. DTLR does not offer exchanges online, but exchanges can be done in-store. * You may use the following link to find a DTLR location near you: ********************************************************

Online Return Policy

Please be mindful that we will only accept online returns within 30 days from the date of delivery. In order to return an item, it must meet the requirements of our Return Policy:
All items must be returned in their original condition (new/unused/unworn).
Apparel or accessories must have the price tags/all labels still attached.
Footwear must be returned in its original shoebox. You may not tape the shoe box and use it as a shipping box.

Online Return Instructions:

Please write your name, full address, email, and order/invoice number on a piece of paper and include it inside the returning package so we can identify it as your order.
Please ship the returning package(s) to the address below:

DTLR Hanover DTC 9010
1300 Mercedes Dr
Dock Door 18-20
****************
Initial Complaint
Date:08/12/2024
Type:Product Issues
Status:
AnsweredMore 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 was visiting ************* and wanted cargo shorts I saw in the store. They did not have my size so the clerk placed and order to be shipped to my home. When the shorts arrived I noticed they were damaged. The shorts have 2 colored shoe strings that serve as a drawstring. Both looked as though they were rolled under something. The orange string has a black substance on it and the black string is damaged and frayed at the bottom. I tried calling customer service and no one answers the phone. I like the shorts and would like to exchange for an undamaged pair if possible.
Business Response
Date: 08/14/2024
HI,
We are sorry to hear you received a damaged item. Thanks for providing pictures. We will be sending you a return label to your email so you can return for a reshipment. We have had a high volume of calls due to back to school season, which is why you may have had some difficulty reaching us. Once we receive your item, we can send you out a new one. Thanks for shopping with us.
Initial Complaint
Date:08/08/2024
Type:Customer Service Issues
Status:
AnsweredMore 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 purchased an item on 8/4/2024 on that same day I realized the item was damaged. I returned to the original location of purchase however my size was not in stock at the particular location I was advised to visit another store to exchange the item. After arriving to the location with the in stock item I was greeted by a VERY rude assistant manager named ***** at the 7 mile and ******* location in *******. He refused to do an exchange even though I had the proper receipt and the item was internally damaged. He told me that he was not going to lose at his store I tried to explain the policy that was listed on the receipt and he said he didnt care. While waiting on a friend to finish her transaction he began to discuss my situation with another customer explaining how he hates this h*e a** job and hes going to start slapping b***ches he proceeded to call me several names before the conversation escalated. I reached out to HR department to complain and hopefully get the shirt exchanged but I have been unsuccessful so now Im stuck with a paid for internally damaged item because ***** chose not to honor DTLRs Company policies its unfair considering the amount of money I spend with this corporation.
Business Response
Date: 03/31/2025
Thank you for bringing this to our attention. We apologize for your inconvenience. This matter was escalated to the District Manager upon the initial complaint. If you can please provide proof of purchase, we will investigate and work to resolve your issue.
Initial Complaint
Date:08/08/2024
Type:Product Issues
Status:
AnsweredMore 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 the new Jordan Olympic 6s white and navy blue on August 3, 2024. My shoes went from MD to GA to SC. My package arrived today August 7, 2024. One side of the package was fully taped up and untampered with and the other side was face down, no tape and empty. The driver took a picture of the taped up side but not the side that clearly shows it has been tampered with and empty.

I was here when ***** dropped off the package and immediately called ***** who stated the company (DTLR) has to file a claim and I had to contact them. Called the company explaining the issue and they immediately said no refund.

My issue is these delivery company be held accountable and a picture be taken of all sides of packages.

This is ridiculous. Now my son has no school shoes and DTLR is refusing me a refund. This is poor customer service and they say they are not responsible but neither are we. I was home when my package was delivered but the box was completely empty. The box was so lite you could tell something was off.

I want a refund or the pair of shoes I paid my hard earned money for. This is ridiculous. I’ll never purchase from them again.

Quick to accept my money and also quick to deny a refund for something I had no control of. They need to find a better process and busy partner. Getting a empty box is just unacceptable. They didnt even offer to send a replacement pair. Just unprofessional
Business Response
Date: 08/09/2024
We were advised that Ms. ********* received an empty box when it delivered. The weight of the box shoes that the shoes were in there when it shipped so it appears to be a delivery issue. We filed a claim with *** ** and are pending the results of their investigation. In the meantime, we are reshipping a new order , Order ******* to her due to her good order history. We will be following up with *** ** to see what may have happened. This should resolve the issue.
Initial Complaint
Date:07/11/2024
Type:Product Issues
Status:
AnsweredMore 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 paid full price for the shoes I received plus shipping and handling, however the shoes did not fit and I sent them back within the week, and I had to pay for shipping and handling, when the company refunded me, they took out shipping and handling, which I consider to be double dipping. I would like a full refund and not a portion of the full price I paid to this company
Business Response
Date: 07/24/2024
Good Afternoon,
We apologize for your frustration with this return. Order ******* was shipped out and you did pay for shipping for that order so the item could be delivered to you.
When you went to return the item and sent them back to **, you paid for the return shipping as per our FAQ's we do not provide shipping labels and the customer is responsible for shipping back to us.
Again, I do understand the frustration, but the original charge to have it shipped to you would not be refunded as that is what the carrier charged to deliver the item to you.
Please let us know if we can be of further assistance.

Customer Answer
Date: 07/24/2024

Complaint: 21975167

I am rejecting this response because: This is Incorrect Information, I'm not responsible for paying for shipping twice. even though they did not supply a return label, my return should have been free.

Sincerely,

****** *******
Business Response
Date: 07/31/2024
Unfortunately per our FAQ's the customer is responsible for return shipping charges. We also would not refund your original shipping charge to send you the item as that is what we were charged to send the item to you. We apologize for any inconvenience. Items can also be returned in store to avoid return shipping fees.

Customer Answer
Date: 07/31/2024

Complaint: 21975167

I am rejecting this response because:

Sincerely,

****** *******
Business Response
Date: 07/31/2024
***********************************************************

Customer Answer
Date: 07/31/2024
Again, I was given the wrong Information and Consumers who spend their money deserve to be told the truth, this company has given false Information regarding shipping. I'm a consumer that shops a lot online and this is the first time I used this company, and they are not honest or truthful about shipping and in my opinion double dipping from consumers.

Thank you,
****** *******
Business Response
Date: 03/05/2025
Good Afternoon,
For order *******, you paid shipping of $10.95 for the item to be delivered to you. That shipping fee is non refundable, unfortunately, as that is the fee that the courier charged to deliver the item to you originally. As stated on our website, and in the attachment provided, customers are responsible tor return shipping costs back or the items can be returned at a DTLR store. We do apologize for any inconvenience and thank you for shopping with us.
Initial Complaint
Date:06/26/2024
Type:Delivery Issues
Status:
AnsweredMore 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 purchased 2 pairs of shoes Thursday-06/20/24. I purchased a pair of campsites size 2 and ****** retro 5 size 2. I only received the foamposites size 2. I emailed and called. The customer agent lady was very nice but she told me called the store and they confirmed they sent both. Now how we know someone just played like they shipped both pair and didnt or a honest mistake it got misplaced. The box doesnt looked tampered with or anything. I just want the shoe or a refund. U dont want to dispute because I want them to resolve the issue. My order number is order number3430571
Business Response
Date: 07/05/2024
Good Morning,
Since the store stated that both pairs were sent out together, we filed a claim with fed ex. as we believe something must have happened in transit as you did not receive it. *** ex approved the claim and we refunded the item you did not receive on 6/26/24. Please let us know if we can be of further assistance.
Initial Complaint
Date:06/13/2024
Type:Product Issues
Status:
AnsweredMore 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.
Dtlr claims they wont provide a refund after a package turned up missing
Customer Answer
Date: 06/14/2024
Dtlr refuses via phone call
Business Response
Date: 07/05/2024
Good Morning,
Order ******* was placed on 5/20/24. 274936997607 is the Fed ex tracking number. Proof of delivery attached. Unfortunately, DTLR is not responsible for lost or stolen items once they ship. We do value you as a customer, so we filed a claim with fed ex on your behalf. *** ex denied the claim as they are stating the item was delivered as addressed. We did advise, in an effort to assist, that if you provided a police report, we would be able to further assist- as it appears your package may have been stolen since you did not receive. We have not received a police report to date to be able to further assist.
Initial Complaint
Date:05/23/2024
Type:Delivery Issues
Status:
AnsweredMore 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 haven’t received a package and I’m being told I have to wait 7-14 business days for a refund. The customer is terrible
Business Response
Date: 03/05/2025
Good Afternoon,
We are sorry to hear of the issue with this order. *** ex is showing delivery with a picture of delivery for this order. As stated on our website, DTLR is not responsible for lost or stolen items once they leave our facility. However, we do value you as a customer so we filed a claim with *** ex on your behalf. Unfortunately, *** ex denied the claim as they stated they delivered the order and had proof of delivery. It was also suggested, that if you feel your items were stolen to provide a police report and we may be able to further assist. To date, no police report has been provided and we are unable to further assist without this. We apologize for the issue you had with this order.

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DTLR, Inc. is NOT a BBB Accredited Business.