Complaints

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

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DTLR, Inc. has 14 locations, listed below.

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  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, Inc.

  11110 Mall Cir Spc D03A Waldorf, MD 20603-1800

• 

  DTLR, Inc.

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

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:05/07/2024

  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.

  On April 30 I purchased a pair on ****** sambas they were delivered may 1 per *** **. I didn’t receive that package I called in Friday to report this. I was greeted with terrible customer service. I filed the police report and sent that the cs email given. Monday I call to report that it’s been sent. I’m told it would be forwarded and sent for approval.
  
  Instead of a refund they ship yet another pair of shoes!!! I call back to cancel the shipment rep calls the store tells me it will be redirected. I send a long email to CS about my experience. Not only was she rude but they never canceled the freaking shipment !!!!!! No refund nothing esp when I offered to show that I bought the same shoes over the weekend in store why do I need another pair ?

  Business Response

  Date: 03/05/2025

  We apologize for the issue you had with this order.  Fed ex shows this as delivered under tracking number  61290335407920006264. As stated on our website, unfortunately DTLR is not responsible for lost or stolen packages. However, we do value you as a customer. Normally we would file a claim for you on your behalf. However, since this was shipped economy shipping, we are unable to file claims for those packages as stated on our website. We suggested that if a police report was provided, we may be able to further assist. Since you stated you did not receive the items, and the items were in stock, a reship was done. We received the reship back and a refund was issued for this order. We apologize for the delivery issue you experienced with this order. 

• Initial Complaint

  Date:04/21/2024

  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 brought a pair of “**** Air Force 1” on (04/13/2024)from 5126 Sinclair Ln Baltimore Md 21206,I asked for a size US,9 for my trip to Columbia the next day upon arrival in Columbia I notice my shoes was a 9.5 they are to big..So after I returned from my trip (6)days later(04-20-2024) I tried to return the shoes for a full refund (They are unworn) because I no longer need them I needed them for my trip they was to big..I was told I could only get store credit,but the company website clearly said return for a full refund within 30days unworn with reciept get full refund which I did I was told I can only get store credit I don’t want credit because I won’t be shopping here again I want my money back as the website says…I want my money back..I do want over sized shoes I asked for a specific size and did not get what I paid for I want my money back I’m unsatisfied period…

  Business Response

  Date: 04/30/2024

  This issue will be passed over to the District Manager to resolve.  Please provide us with the customers information so that we can resolve the refund issue.

• Initial Complaint

  Date:04/02/2024

  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 had order multiple shoes and I never received them. This was months ago back in November!!!! It’s April of 2024!!!! I have been dealing trying to get my money back! I never received anything and it’s so frustrating!!!! I was told only as a courtesy I would get one shoe reshipped but I would have to pick it up at a store that’s 2 hours away from me!!!!! This is the most inconvenient thing I have been through! The worst customer service ever!!! I’m paying for receiving nothing!!!! Don’t recommend buying from here!!!!! I even supported documentation of my dispute!!! Including a picture of my address!!!!! Even after supporting everything they still said I would not get nothing back!!!

  Business Response

  Date: 04/29/2024

  Good Afternoon, 

   Customer is stating he did not receive this order. There were 2 tracking numbers for this order that both show delivered. Tracking ***********7 and tracking **********41. Although DTLR is not responsible for lost or stolen packages, we do value him as a customer so we filed claims with *** **. Both claims were denied as *** ** states they were delivered to the address on the order. Customer then provided a police report. SInce 2 of the 3 items went out of stock, we refunded the 2 out of stock items and sent the remaining item to the DTLR store he requested. On our end , this has been resolved as the refund was issued and reshipment was done. He requested that a ****** ******* be able to pick up his order for the one remaining item at the DTLR store. 

• Initial Complaint

  Date:03/12/2024

  Type:Product 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.

  Order the Jordan spiked lows March 6th ,2024 my order is still currently in order status not shipped I contacted the 1-844- number on file for customer service to speak with someone about my order or a refund I also contacted the actual store on New Halls ferry and was left on hold for almost 30mins still with no answer then once again called customer service in which they say I may or may not even get a refund because it’s in order status and to wait for an email update or confirmation smh I feel so ******* ****** ******, *********** or **** ****** would’ve never let this happen I will never order from them again

  Business Response

  Date: 04/09/2024

  Good Morning, 

   This order was cancelled by the customer on 3/12/24 and the funds automatically drop back onto the card within 2-5 business days as we don't capture funds until the item ships. 

• Initial Complaint

  Date:03/04/2024

  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.

  Ordered shoes online.
  
  Recieved a pair of previous worn shoes. Contacted company within 1 hour of ***** delivery. Sent email and phone call with pictures.
  Has refused to take back product or return money.

  Business Response

  Date: 03/05/2024

  Good Afternoon, 

  We are sorry to hear you received a defective pair of shoes. We will be happy to provide you with a return label so you can send them back for a reshipment or a refund. However, since there is currently a chargeback on the order, we would also need verification that that has been closed for us to issue the refund. We apologize for the issues you had with this order. 

  Customer Answer

  Date: 03/05/2024

  
  
  Better Business Bureau:

  From the beginning (2.24.24) I have requested return paperwork and full refund.

  Please send paperwork for return of product. 

  I will expect return of my funds immediately upon receipt of shoes.

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21383911, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ** *******

  Business Response

  Date: 01/30/2025

  We have never received the item back, so no refund could be issued. 

  Here was the previous response that was sent when complaint originally received. 

   

  Good Afternoon, We are sorry to hear you received a defective pair of shoes. We will be happy to provide you with a return label so you can send them back for a reshipment or a refund. However, since there is currently a chargeback on the order, we would also need verification that that has been closed for us to issue the refund. We apologize for the issues you had with this order.

• Initial Complaint

  Date:02/29/2024

  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.

  Order was placed on February 13th It's has officially been 17 days since I placed my order. There has been no update on my order. Nor any movement. As per the previous email the longest this transaction should have taken was 4-8 days. We have now exceeded that timeframe. Requested them to advise on when the item would be shipped. Or I will take the necessary steps to have this transaction cancelled. They keep sending computer generated responses.

  Business Response

  Date: 03/05/2025

  Good Afternoon, 

   For order ******* that was placed on 2/13/25, it appears the item has been lost in transit. We issued a refund on 3/1/2024. We do apologize for the inconvenience with this order. We truly apologize for the issue with this order and will follow up on our end with the courier. Thank you for shopping with us. 

• Initial Complaint

  Date:02/12/2024

  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 never received the polo jacket I order and I am getting the run around pertaining to a refund. The order number is *******

  Business Response

  Date: 04/02/2025

  HI, 

   We apologize for the issue you had with this order. This item was shipped and shows delivered under tracking ************. Unfortunately DTLR is not responsible for lost or stolen packages once they leave our facility. However, we do value you as a customer so we filed a claim with fed ex for this item for you. CASE NUMBER C-133082371. Unfortunately, *** ex has denied the claim. We apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 04/02/2025

  I am not showing a dispute filed with *****. Nor do they have any details about it. I am not sure why I haven't received a refund or the product. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 21283004
  
  I am rejecting this response because:

   

  I am not showing a dispute filed with *****. Nor do they have any details about it. I am not sure why I haven't received a refund or the product. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/11/2024

  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 placed a order #*******, and was told it was fullfilled on 2/8. Check the tracking number which was provided. As of date, the package is still with the seller. I called customer service, and was disrespected by the staff. Unacceptable and unprofessional

  Business Response

  Date: 04/02/2025

  Good Afternoon, 

   I do apologize for the issue you experienced with this order. The order was placed on 2/8/24 at 4:01 PM. You called on Feb 9 for the status of the order. Since it was placed after 1 PM it processed the next business day. However, I do see that the express shipping was out of compliance for this order and have refunded your entire shipping. I also apologize for the interaction you had when calling in.  Unfortunately, this was a brand new representative at the time and the issue could have been handled more efficiently. We appreciate your business and apologize for the issue with this order. 

• Initial Complaint

  Date:02/05/2024

  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.

  My order number is *******. I purchased 3 pair of shoes from DTLR on December 14, 2023. They were shipped to the store and was ready for pickup on December 16, 2023. I went to pick up my shoes and there was only 2 shoes there. I was told that maybe it came in another shipment and that I will need to check back later that week because they receive shipments every day. I called everyday and went in store to talk to the store manager. She said she was doing to email me when she got and update but that never happened. I've messages dtlr and put in a claim only for them to tell me that February 5, 2024 that my claim was denied but the sent all the shoes. Then that means my shoes were stolen from the store and now yall are saying that I can't get my shoes or my money back and that's not right. DTlr you should be ashamed of yourself and you need to fire whoever stole my shoes from the dtlr in desoto, tx on I35. All I want is my money or my shoes that I didn't get. How can you steal someone's shoes and not even give them a refund back or explain what happened to the shoes. I have been in contact with dtlr since December 2023 and my issue is still not resolved.

  Business Response

  Date: 02/20/2024

  Good Morning,

   We apologize for the issue you had with this order. On February 5 th, we sent you a replacement for the shoe you did not receive.Tracking #: ************. We are showing that the shoe was received on 2/8/24. Please let us know if we can be of further assistance. 

   

  DELIVERED
  
  Thursday2/8/24 at 9:58 AM

• Initial Complaint

  Date:02/04/2024

  Type:Product 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.

  I received my Jordan 11 Gratitudes on 12/12 via store pickup. I inspected my sneakers on 12/13 and immediately emailed DTLR and let them know my 11s could not have went through QA with anyone because my right sneaker had horrible stitching, and the jumpman was a lot lower on this shoe. Marykate basically stated via email, the shoes were authentic and left it at that. Understood on all, but literally offered zero solutions. I returned them myself when I got back from Christmas/birthday vacation, as I wasn't wearing them due to how bad they were. It has now been 16 business days, excluding MLK holiday and I have yet to receive my refund. I wouldn't care if it wasn't a QA issue but because it was overlooked so many times, it's upsetting. I'm not saying they were inauthentic because Nike has had quality issues a lot the last couple of years, but that should have been caught by someone being that the other shoe is literally perfect. The customer service also does not make things like this easy to deal with because they're extremely dismissive, which doesn't allow you to "trust the process."
  
  I would just like to be done with it at this point.

  Business Response

  Date: 02/05/2024

  Good Afternoon., 

   We are sorry to hear that the item you received was less than perfect. We only sell shoes directly from the Manufacturer. We have located your return and a refund was issued. Please let us know if we can be of further assistance. Thank you for shopping with us.