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.

  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

• 

  DTLR, Inc

  435 Wood St Ste 2 Pittsburgh, PA 15222

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:02/01/2024

  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.

  On December 12, 2023 the local ***** driver rang my doorbell informing me that the package he was delivering was unusually light. I took possession of the package agreeing the box was empty to which he proceeded to call the local area manager. I spoke with someone providing all of my contact information. The whole interaction is documented because it was was captured on my doorbell camera. I notified DTLR of the tampered package to which a claimed was filed.
  
  I have contacted DTLR multiple times to which they stated ***** has now denied two claims on my behalf. ***** states the claim is being denied due to the shipping weight of the package & its contains being shipped at a erroneous weight of 1lbs. My believe is if the package was shipped & weighted incorrectly that is a direct result of DTLR mishandling the package.
  
  I have provided additional video evidence of the incident & filed a police report (January 30th) as requested by DTLR. Recent calls to DTLR customer service via telephone they either will hang up the call after a extended wait time or route my call voice message detailing the customer service hours to which I cannot leave a message.
  
  ***** * ***** ********

  Business Response

  Date: 04/02/2025

  I do apologize for the issue with this order. I believe this issue was resolved thru the Pay Pal dispute center. 

• Initial Complaint

  Date:01/22/2024

  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 purchased a pair of sneakers on DTRL.com on 12/02/2023 to ship to another DTRL store and a label was created on 12/02/2023 and it had no shipping update and DTRL is giving me the run around about my refund first I had to wait 10 business days for it to be considered lost then I calls back and they have to call the store to verify it has not been ship all DTRL problem it's been 7 business since any movement and my billing statement closes on the 15th of December and I need my refund today this is fraud and I will never ever shop there

  Business Response

  Date: 01/30/2024

  Good Afternoon, 

   After we spoke with you on 12/12, we attempted to refund you and the refund did not go thru-it was denied.  We emailed you on 12/16 and  offered to either reship the item and expedite it to you or to verify your address so we could send you a check. We did not hear back from you. On the 25th, it appears a chargeback was filed with your bank. We will accept that dispute to resolve this issue. We apologize for the issue with this order. 

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service 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 was directed to order from a salesman at **********. However, I had never heard or ordered from here. I was ordering the NewBalence 725 grade school 7Y. When I placed the order and it sent me confirmation email, it was the wrong size which was a 4Y totaled out to be $97.30. After emailing their customer service and calling numerous amounts of time right after placing the order no one would return my emails or answer back. Two days later the customer service emails me back to say it can't be refunded or canceled. I took it upon myself to call a store and speak with an associate and he was super nice and was like I will call the customer line and asked for my number. He called back to advise he could not get through the line as well. So I have to drive all the way to Charlotte to return them and then place another order to get a 7Y. Not to mention I couldn't get the shipping money returned back to me which was almost $15 dollars. I will never order shoes from them again. It was such a troublesome experience. I came to you guys because they do not want to resolve their issue. I am not sure why they have a customer service line or an email when they don't help.

  Business Response

  Date: 01/30/2024

  Hello,
  
  I am so sorry for the delay in response. If you were trying to reach us during regular business hours we do apologize, we have been experiencing very high call/email volumes. We are a very small call center, however, we are answering our e-mails and calls as quickly as we can.?
  

  I see this order was returned in store. I have refunded your shipping as a courtesy. I do apologize for the issue you had with this order and reaching us. 

  Thank you for shopping with us. 

• Initial Complaint

  Date:01/17/2024

  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 purchased a product online. Was sent the product and was defective. Contacted customer service. Was sent a return label to return product for refund. Return the product and never received a refund. Customer service line no longer works and email contact is giving no reply.

  Customer Answer

  Date: 01/18/2024

  After making a complaint to the BBB I sent the company another email notifying them of the complaint and they promptly emailed me back and refunded me with in 15 minutes of receiving the email. This let me know they every email I sent prior was completely ignored. I do feel like the only refunded me because I told them I made a complaint with the BBB, however my issue is resolved and this complaint can be cancelled if possible. I don’t feel like this is a crooked coming because I refunded shouldn’t take 23 days after they received the product back, and the fact the I was ignored for the whole time until they were forced to deal with it. 

• Initial Complaint

  Date:01/10/2024

  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.

  Hello, I made an order December 6. The shoes were delivered December 11th here’s the tracking number and order number. ************ (*****) & ******* (order number). One pair of the shoes were too small so I returned the shoes December 15th. ************ (Tracking number for return) They received the shoes by December 22nd. It says 2-10 business days to refund. It’s January 7th and I still have yet to get update to my order. I just want my money back. they don’t answer the phone I have tried many times and I’m tired of writing emails.

  Business Response

  Date: 01/19/2024

  Good Morning,

   We do apologize for the delay. Returns are taking a little longer than normal due to the holiday season. We are showing your order got refunded on 1/8/2024 and the funds went back to your original payment method. Please let us know if we can further assist. 

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service 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.

  Ordered items online on Dec 18, 2023. Had the items delivered to a local DTLR in the area. Went to pick up the items on Dec 22, 2023. When they give me the items I opened the bag in the store to make sure everything was ok and I was missing the jacket for a Nike tracksuit I ordered for my daughter for Christmas. The pants fit the tracksuit was on the bag but not the jacket. I showed the person at the customer service desk that I was missing the jacket and they told me there was letting they could do that I had to contact customer service. I have tried to call customer service over 20 times. I did get some to answer my call at customer service and she Toi’s home I had to email them a picture of the items I received and they will get back in contact with me on where the jacket was and why the store did not mail it. I have not received any calls or response from them yet. I have sent several emails and no replies.

  Business Response

  Date: 01/27/2024

  Hello,
  
  I am so sorry for the delay in response. If you were trying to reach us during regular business hours we do apologize, we have been experiencing very high call/email volumes. We are a very small call center, however, we are answering our e-mails and calls as quickly as we can.?
   For order ********, I see that you were able to get in touch with one of our representatives, Daisy, who sent you a return label for the incomplete item. We have received your item back and have issued the refund. We apologize for the issue with this order. 

   

  Thank you for shopping with us. 

• Initial Complaint

  Date:01/03/2024

  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 would like to start by saying I am HIGHLY disappointed with the lack of customer service I have been given from DTLR. This has been one of the worst shoe shopping experiences I have had, and after this gift card is run out, I do not think I will be back, and I plan on sharing my experience with others.
  
  First of all- I used paypal to complete my purchase when buying shoes online (my local store did not have the shoes I wanted) & did not know I would only be given a gift card if returning. I went to my local DTLR store (Wheaton Mall) & the cashier could not tell me why or explain to me why I would be getting a gift card and not a refund. The manager was “out and may be back in like 15 minutes or so”. I left & figured it out on my own. I went back to the store a few days later and got the gift card. The cashier was having trouble getting the gift cards to work, but she ended up getting one to do what it was supposed to do.
  
  This weekend I found shoes that I liked & went to purchase using my gift card on your website as the shoes I want are not in a local store. The card was not working. I went back to the store to make sure everything was okay with the card. The cashier slid my card and told me my balance. I showed her how I was putting in the number & she told me not to use the first letter. I did that & it still did not work. She picked up her phone to call the manager, who I guess was not in the store AGAIN or could not be bothered because they instructed the cashier that I needed to call customer service. Really?
  
  Fast forward to yesterday- calling customer service. I am told the wait time is 8 minutes. I hold for 21 minutes and the recording comes back on and HANGS UP ON ME!
  
  What in the world is happening!? I have never had such poor service or bad experience with a store in my life! I am YET to hear back from DTLR to resolve my issue. Why is customer service for DTLR so bad!!!???

  Business Response

  Date: 01/27/2024

  Hello,
  
  I am so sorry for the delay in response. If you were trying to reach us during regular business hours we do apologize, we have been experiencing very high call/email volumes. We are a very small call center, however, we are answering our e-mails and calls as quickly as we can.?
  For order ******* we are not showing that it was returned in store. Can you please provide us with the gift card information (numbers and pin) and send the request to [email protected] and we will be happy to assist. 

• Initial Complaint

  Date:12/29/2023

  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.

  Order#*******, purchased Dec.13,2023, on the DTLR website never received. Purchased two pair of Timberland Boots, for my Grandchildren. The boots cost $286.70 in total, and I paid an extra, for two day delivery. ***** said shipping tracking number label #78*********0 was issued but , is still in DTLR facility, but never transferred to ***** carrier. Still in Maryland facility. No one is answering customer service phone, and I have no email feed back. I’ve called at least four times, and sent various emails. I would like to get a refund, or gift card for my Grandchildren to purchase the boots, or get the refund back to my card .I’m willing to take the refund in the form of a gift card, so that they can go into the store to pick them up. No one from the DTLR organization has contacted me to resolve this issue.
  Terribly disappointment, doing business with DTLR.

  Business Response

  Date: 01/27/2024

  Hello,
  
  I am so sorry for the delay in response. If you were trying to reach us during regular business hours we do apologize, we have been experiencing very high call/email volumes. We are a very small call center, however, we are answering our e-mails and calls as quickly as we can.?

   

  We refunded your shipping due to the delay. The store needed another label to send your order out. Tracking number was ************ which was processed with overnight shipping. We are showing that the package delivered on 12/28. Please let us know if you have any other issues we can assist with. 

   

  DELIVERED
  
  Thursday12/28/23 at 2:38 PMYour package was released as requested and safely delivered.Signed for by: Signature not required
  Obtain proof of delivery
  
  
  DELIVERY STATUS
  Delivered
  
  
  
  
  
  

• Initial Complaint

  Date:12/27/2023

  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 purchase Jordan 11 gratitude dmp were told that they are fake

  Business Response

  Date: 03/31/2025

  Good Afternoon.

     All of our items come directly from the manufacturer-****, Addidas, New Balance etc. We have been in business since 1989 and have over 250 brick and mortar locations in the **. We only sell authentic merchandize. If for any reason you are not satisfied with your purchase, you have 3o days to return the item for a refund. Thank you and have a great day. 

• Initial Complaint

  Date:12/18/2023

  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.

  I ordered three pairs of the same shoe in the same order. Somehow the order got split, fine. I get the first order, it was completely smashed and damaged but oh well the shoes were fine, I’ll deal. The second box comes with clearly one shoe not two. I’m already on guard. Open the box to find a mens size 8.5 Jordan Jumpman shoe for some guy in maryland, invoice and all. Nothing what I ordered so I contact customer service.
  
  Now things get even worse. Jadira tirado answers my email and has been nothing but an absolute headache. She originally sends a generic ‘here’s 15% off next purchase email’ and says she’ll send a label. The label never came, I email back and she’s rude as hell saying she already sent it. I checked again, no label. I email back and state no label kindly resend and also I’d like the shipping I paid refunded since I now have to drive to ups to deliver this error shoe that is 100% dtlr’s fault. She says ‘i sent it at 11:32 and we don’t refund shipping.’
  
  No help. No label. No customer service. And more importantly she’s holding my two shoe hostage saying she won’t ship them until I send back this shoe and it’s processed.
  
  I’d gladly send back a shoe I didn’t order if I had a return label. I also want the three shoes I ordered. And I also want my shipping refunded which is the least this company could do for this insanely aggravating worker and failed location in upper Darby.
  
  I paid $313.69 for three 2002r Virginia is for lovers mens size 11.5 on sale at $99.98 and I’ve received one pair. And one size 8.5 Jordan jump man for some random person. I’m still owed a return label (since I don’t want what I didn’t order) and I am also owed two pairs of the 2002r Virginia is for lovers size 11.5. I’m hoping someone at this company has sanity and it’s simply this worker who is insane.
  
  I like dtlr and would hope management actually cares enough to fix this. Otherwise I’ll be forced to file a chargeback since I never got my order and boycott the business.

  Business Response

  Date: 03/31/2025

  I would like to apologize for the way this order was handled and for you receiving the incorrect order. We received the incorrect item back and an new order was reshipped -order ******* for the 2 size 11.5 you were missing.. We believe the issue has been resolved. Again, we do apologize for the issue you had with this order and appreciate you as a customer. Thank you for shopping with us. 

  Customer Answer

  Date: 03/31/2025

   
  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. I wish it didnt take multiple attempts on my behalf to even get a response and as this was 15 months ago it continues to show the lack of attention to issues, and why *** still yet to shop with this business. 
  
  Sincerely,
  
  ****** *******