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.
49 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:12/17/2023
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.
I have reached out time and time again to dtlr to resolve My package going missing with *****. No one is answering the phone or anything and I need someone to reach out to file a lost package claim and they aren't wanting to do this or anything to help resolve this issue. I am In need of someone reaching out to them to do their job.
Business Response
Date: 01/03/2024
Good Evening,
It was a pleasure speaking with you tonight regarding your order ******** It does appear something strange was going on with the tracking information from fed ex. We have filed a claim with them and will be following up with them. As stated on the phone, there is a chargeback on this order. Once we have verification the chargeback was not approved and is closed, we will be happy to issue a refund for this item. We do apologize for the issue with this order and thank you for shopping with us.
Initial Complaint
Date:12/13/2023
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.
I recently purchased Christmas shoes for my children i ordered 8c for my daughters shoes at the time of processing the order the system glitched and for some reason after hitting complete you all processed the wrong shoe size for my daughter shoe tried calling was a 30-40 minute wait then when you chat it only keeps repeating the same thing so it’s not helpful at all this is my daughters birthday shoe and i just don’t get how this took place i had to try 4 times before the order even went through because it kept messing up i don’t want my money back but instead i just simply want the correct shoe delivered to my home i could have had this cancelled prior had you all just made sure that your customer service is able to help but there not much help at all here is the order number ******* I’m hoping we can find some kind of resolution i just lost my daughters dad and i just wanted her Barbie birthday perfect but with this happening will mess everything up i spoke with Kendra and she had no empathy or even concern given my situation you can see i ordered an 8c for all others and i know for a fact i selected 8c at the time of purchase
Business Response
Date: 01/03/2024
Good Evening,
I am sorry to hear you have had a bad experience with this order. Unfortunately, on the order, it does show a size 5. I understand you had wanted to order a size 8. We do value you as a customer and have sent you a courtesy return label with return tracking ************. Once that comes back, since we are unfortunately out of stock on the item, we will be able to issue you a refund for the item. Again, we do apologize for the issue you had with this order.
Initial Complaint
Date:11/17/2023
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’ve called and sent emails to DTLR explaining to them that a package was delivered to the wrong address. They basically said that they weren’t responsible for the mistake. ***** informed me that the shipper had to file a complaint. DTLR completely dismissed my claim stating that it’s not their responsibility. The first picture is my front door the second is where it the package was delivered.
Business Response
Date: 12/17/2023
Good Afternoon.
In reviewing this case, when you stated you did not receive the items, we filed a claim on your behalf with *** *** *** ** denied the claim. You had spoken with our representative that the order was delivered to the incorrect place and advised that you would send photos. We never received the photos which is why you were not assisted further. Now that you have provided the photos, we would normally offer a reshipment. However, we are out of stock on the Speak No Evil tee. We do have the Bittersweet in stock. Please email us at [email protected] to let us know if you would like a refund for both items or a reship of the item we have in stock and a refund for the other item. We apologize for the issue with this order. (***** ****** ********
Initial Complaint
Date:10/25/2023
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.
This store's customer service agent training and return process leave much to be desired. I recently placed an order for sneakers, which were delivered to one of the store's designated locations. Unfortunately, I could not pick up the shoes due to health issues. When I reached out to the store for assistance with returning the shoes, I was informed that I would have to personally visit the store to retrieve them and then cover the shipping costs. This situation has left me concerned about the logistics of the return process, as it seems unclear how they will keep records, given that I must handle the return on my own. I want my refund. They have the item in their posession.
Business Response
Date: 10/26/2023
Good Evening,
I am sorry to hear about your experience with this order. Normally, if there is an order that is shipped to store, and the customer changes their mind about the order, they would call into customer service and we would have the store send the item back to our warehouse to return the item to stock . Then a refund would be issued. I called the store to attempt to facilitate this process, however, the store informed me that the shoes had already been picked up. Since your payment method was pay pal, if you wanted the refund back to pay pal, the shoes would need to be returned to our warehouse. You could also return the shoes in store and receive a gift card that could be used in store or online if you wanted to return the item. Again, we do apologize for the issue with this return. For further assistance, please reach out to customer service at ###-###-#### and we will be happy to assist.
Bureau Response
Date: 10/28/2023
Prince *****

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

Dear Prince *****:

This message is in regard to your complaint submitted on 10/24/2023 against DTLR, Inc.. Your complaint was assigned ID *********

BBB has received a formal response
from DTLR, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

Good Evening,
I am sorry to hear about your experience with this order. Normally, if there is an order that is shipped to store, and the customer changes their mind about the order, they would call into customer service and we would have the store send the item back to our warehouse to return the item to stock . Then a refund would be issued. I called the store to attempt to facilitate this process, however, the store informed me that the shoes had already been picked up. Since your payment method was pay pal, if you wanted the refund back to pay pal, the shoes would need to be returned to our warehouse. You could also return the shoes in store and receive a gift card that could be used in store or online if you wanted to return the item. Again, we do apologize for the issue with this return. For further assistance, please reach out to customer service at ###-###-#### and we will be happy to assist.
Bureau Response
Date: 11/02/2023
Candyee ****
DTLR, Inc. **** ******** **
******* ** *****

Re: ID * ******** - Prince *****

Dear Candyee ****:

Thank you for your recent response to Prince *****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Linda *****
************************

Bureau Response
Date: 11/02/2023
Prince *****

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

Re: ID * ********- DTLR, Inc.

Dear Prince *****,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Linda *****
************************
Initial Complaint
Date:09/22/2023
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 place an order on 9/20 for overnight shipping was charged $20.11 for overnight shipping. Order was to be shipped on 9/21 to get it on 9/22 today but my package was never shipped. I spoke to the carrier which is ***** the package was never handed to them. I called three times on 9/22 to look into the status on my third ****** I spoke with told me ***** only picks up once a week from their stores. So they are charging for over night shipping but your getting 4 to 7 days shipping
Business Response
Date: 10/07/2023
Good Afternoon,
This order was placed after 1:00 PM on 9/20(Wed). Per our guidelines at checkout, orders need to be placed before 1:00 PM to go out the same day. This order should have shipped Thursday and delivered Friday. However, it did not ship due to not being picked up by fed ex until 9/25. It did ship overnight once they received it, but you are correct we were out of our delivery time frames for this package. A refund was issued for this order via pay pal. Again we apologize for the inconvenience with this order.
Initial Complaint
Date:09/21/2023
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.
I purchased these **** slides on 8/30/23 and when I noticed that they were USED I tried to return on 9/5/23 and I would like to speak to someone as soon as possible, I tried reaching out to customer service and corporate office several times and was very unsuccessful. I left several messages and No one returned my phone call.
Business Response
Date: 03/31/2025
Good Afternoon,
I am sorry to hear about your recent in store purchase. If you are unsatisfied with a purchase you can return it in store for a refund or exchange within 30 days of purchase.
Initial Complaint
Date:09/13/2023
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 ordered 2 pair of shoes from DTLR, I received one pair the other pair they claim were swapped by accident and sent to another person, if that were the case why didnt they contact me and tell me that I had to send emails and contact them on my own to get this information, nothing anyone is say make sense to me, it even sounds like something is being covered up about the shoes like someone at the store the shoes came from (somewhere in *******) kept the shoes for themselves everytime I call and talk to someone Im placed on hold for 10 to 15 minutes like a lie is being concocted!! Something just seems real fishy about this place the first pair i ordered I got them with no problem the second pair they sent me an email saying the shoes were shipped to me but apparently that was a lie if the shoes supposedly got swapped, yeah I believe they were swapped alright by a worker in that specific store that thought I would just let it go , this is my first and last experience with DTLR all I want is the shoes i paid for and I will never deal with these people again but I felt a need to file a complaint so no one else goes through this ,,,
Business Response
Date: 09/28/2023
Good Evening,
There was indeed an order swap that unfortunately took place. We were waiting for your items to come back from the party that it was accidentally sent to . Unfortunately, that item never returned back to us. We were able to find a new pair and have created a new order for that (Order *******) which we have expedited the ************ should have received the confirmation of this new order recently. Once it ships you will be able to track your package with tracking number 784355234103. Again, we do apologize for the issue with this order. Thank you for shopping with us.
Customer Answer
Date: 09/29/2023

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:09/06/2023
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 purchased a pair of New Balance for my son in store on September 2 I paid cash for the shoes. I would like my money back they're brand new never worn my son wanted a pair of ******** instead. I was never told about not being able to get my money back.
I would like a full refund
Business Response
Date: 03/31/2025
Good Afternoon,
I apologize for the inconvenience and the issue you had with trying to return for a refund. In store, if you pay with cash, the only option is an in store gift card or exchange. We do not offer cash refunds in store which is stated in store and on your receipt. Thank you for your understanding and for shopping with us.
Initial Complaint
Date:09/01/2023
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.
Purchase August 7th 2023. I made a purchase of some shoes, I was given a tracking and was home expecting my package on the date it stated it was going to arrive. The day came and went. I waited a few more days just In case, nothing ever arrived. I contacted FedEx to inquire I got no help than I contacted DTLR, and that is when all the issues started because this company does not care about the customer.

Horrible, DTLR as a company and as customer service is horrible. They do not care about the customer only about taking the customers money. I never received my package yet all they care to say is that it's marked delivered and that's good for us. They kick you to the curb and don't care if anything arrived or not. They are focused on the numbers and your money not whether you received your item or not

I just warn if you are thinking of buying go elsewhere because they don't care about you if you have shipping issues or any kind of issues they just want your money.

Order#*******.
Business Response
Date: 09/08/2023
Good Afternoon,
We do apologize that you did not receive your order. Fed ex has a picture of delivery and tracking shows it delivered to your residence. Although DTLR is not responsible for lost or stolen items, we do value you as a customer. This is why we, at Customer Service, filed a claim on your behalf with fed ex. If fed ex approves the claim, we can further assist. However, fed ex denied the claim stating that it was delivered as addressed. If you still did not receive your package , and believe it may have been stolen, please file a police report. If you provide a copy of the police report to [email protected], we will be able to further assist. Again, we apologize for the issue with this order.
Customer Answer
Date: 09/09/2023

Complaint: 20551170

I am rejecting this response because:
I saw the picture taken but I can **** guarantee those were not the shoes I had other orders received that day only package i did not have was DTLR COMPANY. I tried and tried to explain to fedex and than to the retailer but dtlr has had no sympathy or heart to realize incidents happen and this was not in my control only thing you the company can do is wash your hands from me. I messaged and messaged dtlr and no help always pushing me away because something states delivered when it was not, and yet again I am being pushed to go talk to other people.i just want this righted.

Sincerely,

***** *******
Initial Complaint
Date:08/22/2023
Type:Service or Repair 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 and online order on 7/31/23 for a pair of white Nike Air 97s. I received the shoes on 8/3/23. The shoes were not matching white. They were "Display Shoes". I contacted customer support that night and was told to email pictures of the shoes. I got a response from Nesha on 8/4/23 offering to take 15% off, return and exchange, or return and refund. Asked if I could go into the store and exchange. Was told I could. On 8/7/23, went in and was told they did not have the shoes. The man took back the shoes and issued a refund on a gift card, then ordered the shoes with the gift card. On 8/8/23, I received the shoes. It was the same pair of shoes that I returned the day before. I called customer support and spoke with Nesha. Told her my frustration. Told me to take pictures and email. Said she would escalate. Got an email (same day) from Treasure Lopez stating my inquiry is being forwarded to corporate. I called back on the 9th to find out what to do with the shoes. Customer support guy told me he will send a label by email. Returned the shoes that day. Got confirmation that FedEx had shoes on the 10th. Called back on the 13th and was told they have shoes but was not checked in. Got notification that the shoes shipped on the 18th. Got shoes on the 22nd. THEY ARE THE SAME "DISPLAY SHOES"! At this point, DTLR as a whole has issues with how they handle business. From the initial online purchase of not disclosing that I am purchasing "Display Shoes", to the man at store 0021 (Cumberland Mall) wasting my gas, time, and brain power to take the shoes back to then return them to me in the mail, to then go through customer support to return the shoes and GET BACK THE SAME SHOES THAT WAS ORDERED ON 7/31/23. I WANT MY MONEY BACK. I've come to the conclusion that DTRL deceives customers. The corporation as a whole needs to reevaluate how they deal with customer issues. This was my child's shoes for school. This whole experience has left a bad taste in my mouth. Never again.
Bureau Response
Date: 08/28/2023
Candyee ****
DTLR, Inc.

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

Dear Candyee ****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/22/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

S D

* ** *****

Daytime Phone: ###-###-####
E-mail: *********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

I placed and online order on 7/31/23 for a pair of white Nike Air 97s. I recieved the shoes on 8/3/23. The shoes were not matching white. They were "Display Shoes". I contacted customer support that night and was told to email pictures of the shoes. I got a response from Nesha on 8/4/23 offering to take 15% off, return and exchange, or return and refund. Asked if I could go into the store and exchange. Was told I could. On 8/7/23, went in and was told they did not have the shoes. The man took back the shoes and issued a refund on a gift card, then ordered the shoes with the gift card. On 8/8/23, I received the shoes. It was the same pair of shoes that I returned the day before. I called customer support and spoke with Nesha. Told her my frustration. Told me to take pictures and email. Said she would escalate. Got an email (same day) from Treasure Lopez stating my inquiry is being forwarded to corporate. I called back on the 9th to find out what to do with the shoes. Customer support guy told me he will send a label by email. Returned the shoes that day. Got confirmation that FedEx had shoes on the 10th. Called back on the 13th and was told they have shoes but was not checked in. Got notification that the shoes shipped on the 18th. Got shoes on the 22nd. THEY ARE THE SAME "DISPLAY SHOES"! At this point, DTLR as a whole has issues with how they handle business. From the initial online purchase of not disclosing that I am purchasing "Display Shoes", to the man at store 0021 (Cumberland Mall) wasting my gas, time, and brain power to take the shoes back to then return them to me in the mail, to then go through customer support to return the shoes and GET BACK THE SAME SHOES THAT WAS ORDERED ON 7/31/23. I WANT MY MONEY BACK. I've come to the conclusion that DTRL deceives customers. The corporation as a whole needs to reevaluate how they deal with customer issues. This was my child's shoes for school. This whole experience has left a bad taste in my mouth. Never again.

Desired Settlement:
Other (requires explanation)

Refund; DTLR also need to clearly communicate on their website what the customer is ordering. If you are going to send "Display Shoes", give the customer the option to choose. This comes off as the company trying to get rid of bad shoes which is deceptive. ; Retrain staff on how the exchange policy works and not waste resources. When a customer receives a defective item, the company is responsible for rectifying the issue and giving the customer what they were supposed to get. Unless DTLR gets free shipping from FedEx, all of this unnecessary shipping was an waste of money. Again, it comes off as if DTLR was internationally deceiving customers.

Bureau Response
Date: 08/28/2023
S D

* *** *****

Dear S D:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/22/2023 against DTLR, Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####
Bureau Response
Date: 09/04/2023
Candyee ****
DTLR, Inc.
**** ******** **
******** ** *****

Dear Candyee ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/22/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by S D. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

S D

* ** *****

Daytime Phone: ###-###-####
E-mail: *********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

I placed and online order on 7/31/23 for a pair of white Nike Air 97s. I recieved the shoes on 8/3/23. The shoes were not matching white. They were "Display Shoes". I contacted customer support that night and was told to email pictures of the shoes. I got a response from Nesha on 8/4/23 offering to take 15% off, return and exchange, or return and refund. Asked if I could go into the store and exchange. Was told I could. On 8/7/23, went in and was told they did not have the shoes. The man took back the shoes and issued a refund on a gift card, then ordered the shoes with the gift card. On 8/8/23, I received the shoes. It was the same pair of shoes that I returned the day before. I called customer support and spoke with Nesha. Told her my frustration. Told me to take pictures and email. Said she would escalate. Got an email (same day) from Treasure ***** stating my inquiry is being forwarded to corporate. I called back on the 9th to find out what to do with the shoes. Customer support guy told me he will send a label by email. Returned the shoes that day. Got confirmation that FedEx had shoes on the 10th. Called back on the 13th and was told they have shoes but was not checked in. Got notification that the shoes shipped on the 18th. Got shoes on the 22nd. THEY ARE THE SAME "DISPLAY SHOES"! At this point, DTLR as a whole has issues with how they handle business. From the initial online purchase of not disclosing that I am purchasing "Display Shoes", to the man at store 0021 (Cumberland Mall) wasting my gas, time, and brain power to take the shoes back to then return them to me in the mail, to then go through customer support to return the shoes and GET BACK THE SAME SHOES THAT WAS ORDERED ON 7/31/23. I WANT MY MONEY BACK. I've come to the conclusion that DTRL deceives customers. The corporation as a whole needs to reevaluate how they deal with customer issues. This was my child's shoes for school. This whole experience has left a bad taste in my mouth. Never again.

Desired Settlement:
Other (requires explanation)

Refund; DTLR also need to clearly communicate on their website what the customer is ordering. If you are going to send "Display Shoes", give the customer the option to choose. This comes off as the company trying to get rid of bad shoes which is deceptive. ; Retrain staff on how the exchange policy works and not waste resources. When a customer receives a defective item, the company is responsible for rectifying the issue and giving the customer what they were supposed to get. Unless DTLR gets free shipping from FedEx, all of this unnecessary shipping was an waste of money. Again, it comes off as if DTLR was internationally deceiving customers.

Additional Comments from Consumer:

Business Response
Date: 09/08/2023
Good Afternoon,
We are sorry to hear about all the issues with this order. Please provide your order number and name on the order so we can look into this and make this right. Again, we do apologze for the issue with this order.
Bureau Response
Date: 09/09/2023
S D

*** *****

Dear S D:

This message is in regard to your complaint submitted on 8/22/2023 against DTLR, Inc.. Your complaint was assigned ID ********.

BBB has received a formal response
from DTLR, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Good Afternoon,
We are sorry to hear about all the issues with this order. Please provide your order number and name on the order so we can look into this and make this right. Again, we do apologze for the issue with this order.
Bureau Response
Date: 09/14/2023
Candyee ****
DTLR, Inc.
**** ******** **
******* ** *****

Re: ID * ******** - S D

Dear Candyee ****:

Thank you for your recent response to S D. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Bureau Response
Date: 09/14/2023
S D

** *****

Re: ID * ********* DTLR, Inc.

Dear S D,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

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