Business Profile

Clothing

DTLR, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

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:08/16/2023
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 ordered a shirt on July 8th…. After about a week I realized I hadn’t gotten my shirt or recieved a tracking number. I contacted DTLR and was told that my package was shipped via UPS and for whatever reason it was then rerouted to my local post office. At the time of my first call the customer service rep told me that the post office marked It as “not deliverable”. Definitely something to new to me because I have NEVER had an issue receiving a package from DTLR or any other business. The rep told me that when that happens the post office sends the item back to the sender and then I would be issued a refund or they can ship the shirt again. I opted for the refund because I wasn’t going to have the shirt in time for my vacation. Fast fwd to today, well over a month later and 3 calls to DTLR they still allegedly haven’t received my shirt from USPS. I asked the rep (who was rude, unprofessional and basically acted like she didn’t care) what am I suppose to do at this point because I don’t have my shirt and I was charged for a shirt I don’t have. She said she had no notes in the system from last 2 times i called them and that all of a sudden my package was marked as delivered. She said we’re not responsible once it leaves our facility. I explained to her I was already told I would receive refund. I don’t even have a tracking number for USPS. I have one for UPS who told me to contact USPS. I called USPS who told me reach out to the sender. This business is garbage when it comes to customer service and making sure to make things right with the customer. They literally refuse to give me my money back for a simple shirt that I never recieved… the last customer service rep might as have told me oh well the way she speaking to me. Disgusting!
Bureau Response
Date: 08/21/2023
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 8/15/2023 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:

Imani S

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

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

The details of this matter are as follows:

Complaint Involves:
Delivery Issues

Customer’s Statement of the Problem:

I ordered a shirt on July 8th…. After about a week I realized I hadn’t gotten my shirt or recieved a tracking number. I contacted DTLR and was told that my package was shipped via UPS and for whatever reason it was then rerouted to my local post office. At the time of my first call the customer service rep told me that the post office marked It as “not deliverable”. Definitely something to new to me because I have NEVER had an issue receiving a package from DTLR or any other business. The rep told me that when that happens the post office sends the item back to the sender and then I would be issued a refund or they can ship the shirt again. I opted for the refund because I wasn’t going to have the shirt in time for my vacation. Fast fwd to today, well over a month later and 3 calls to DTLR they still allegedly haven’t received my shirt from USPS. I asked the rep (who was rude, unprofessional and basically acted like she didn’t care) what am I suppose to do at this point because I don’t have my shirt and I was charged for a shirt I don’t have. She said she had no notes in the system from last 2 times i called them and that all of a sudden my package was marked as delivered. She said we’re not responsible once it leaves our facility. I explained to her I was already told I would receive refund. I don’t even have a tracking number for USPS. I have one for UPS who told me to contact USPS. I called USPS who told me reach out to the sender. This business is garbage when it comes to customer service and making sure to make things right with the customer. They literally refuse to give me my money back for a simple shirt that I never recieved… the last customer service rep might as have told me oh well the way she speaking to me. Disgusting!

Desired Settlement:
Refund

Bureau Response
Date: 08/21/2023
Imani S

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

Dear Imani S:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/15/2023 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: 08/28/2023
Candyee ****
DTLR, Inc.
**** ******** **
******** ** *****

Dear Candyee ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/15/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Imani S. 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:

Imani S

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

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

The details of this matter are as follows:

Complaint Involves:
Delivery Issues

Customer’s Statement of the Problem:

I ordered a shirt on July 8th…. After about a week I realized I hadn’t gotten my shirt or received a tracking number. I contacted DTLR and was told that my package was shipped via UPS and for whatever reason it was then rerouted to my local post office. At the time of my first call the customer service rep told me that the post office marked It as “not deliverable”. Definitely something to new to me because I have NEVER had an issue receiving a package from DTLR or any other business. The rep told me that when that happens the post office sends the item back to the sender and then I would be issued a refund, or they can ship the shirt again. I opted for the refund because I wasn’t going to have the shirt in time for my vacation. Fast fwd to today, well over a month later and 3 calls to DTLR they still allegedly haven’t received my shirt from USPS. I asked the rep (who was rude, unprofessional and basically acted like she didn’t care) what am I supposed to do at this point because I don’t have my shirt and I was charged for a shirt I don’t have. She said she had no notes in the system from last 2 times i called them and that all of a sudden, my package was marked as delivered. She said we’re not responsible once it leaves our facility. I explained to her I was already told I would receive refund. I don’t even have a tracking number for USPS. I have one for UPS who told me to contact USPS. I called USPS who told me reach out to the sender. This business is garbage when it comes to customer service and making sure to make things right with the customer. They literally refuse to give me my money back for a simple shirt that I never received… the last customer service rep might as have told me oh well the way she speaking to me. Disgusting!

Desired Settlement:
Refund

Additional Comments from Consumer:

Business Response
Date: 09/08/2023
Good Afternoon,
I do apologize for the issue with this order. I am seeing the same things that you were advised on the phone as well. It appears it was going to be returned to sender and now it is showing it was delivered. We have issued a refund to your payment method for the item and we will be following up with USPS to see what happened with your order. Again, we do sincerely value you as a customer and apologize for the issue with this order.
Bureau Response
Date: 09/09/2023
Imani S

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

Dear Imani S:

This message is in regard to your complaint submitted on 8/15/2023 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,
I do apologize for the issue with this order. I am seeing the same things that you were advised on the phone as well. It appears it was going to be returned to sender and now it is showing it was delivered. We have issued a refund to your payment method for the item and we will be following up with USPS to see what happened with your order. Again, we do sincerely value you as a customer and apologize for the issue with this order.
Bureau Response
Date: 09/14/2023
Candyee ****
DTLR, Inc.
**** ******** **
******* ** *****

Re: ID * ******** - Imani S

Dear Candyee ****:

Thank you for your recent response to Imani S. 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
Imani S

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

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

Dear Imani S,

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: ###-###-####
Initial Complaint
Date:08/10/2023
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.
Placed an order with them. They sent the wrong item to me, once I got it I quickly returned it to them and they were supposed to send me the correct item and expedite it, they placed a new order for the correct item but didn't expedite the order like they told me, instead they sent the slowest and cheaper shipping, economy shipping and its been since July 27th and I still have no back pack. It's sitting at a Fed Ex facility but for whatever reason they won't ship it out, Fed ex says DTLR needs to do something and DTLR says it's all Fed Ex bottom line no one knows its the fault of DTLR because they lied to me about how they would ship it so now I paid $108 for. Sprayground Back pack that I can't get delivered for whatever reason and no one knows why!!!!!
Bureau Response
Date: 08/11/2023
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 8/10/2023 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:

Kedricka *******

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

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

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

Placed an order with them. They sent the wrong item to me, once I got it I quickly returned it to them and they were supposed to send me the correct item and expedite it, they placed a new order for the correct item but didn't expedite the order like they told me, instead they sent the slowest and cheaper shipping, economy shipping and its been since July 27th and I still have no back pack. It's sitting at a Fed Ex facility but for whatever reason they won't ship it out, Fed ex says DTLR needs to do something and DTLR says it's all Fed Ex bottom line no one knows its the fault of DTLR because they lied to me about how they would ship it so now I paid $108 for. Sprayground Back pack that I can't get delivered for whatever reason and no one knows why!!!!!

Desired Settlement:
Other (requires explanation)

Delivery

Bureau Response
Date: 08/11/2023
Kedricka *******

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

Dear Kedricka *******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/10/2023 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: 08/18/2023
Candyee ****
DTLR, Inc.
**** ******** **
******** ** *****

Dear Candyee ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/10/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Kedricka *******. 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:

Kedricka *******

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

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

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

Placed an order with them. They sent the wrong item to me, once I got it I quickly returned it to them and they were supposed to send me the correct item and expedite it, they placed a new order for the correct item but didn't expedite the order like they told me, instead they sent the slowest and cheaper shipping, economy shipping and its been since July 27th and I still have no back pack. It's sitting at a Fed Ex facility but for whatever reason they won't ship it out, Fed ex says DTLR needs to do something and DTLR says it's all Fed Ex bottom line no one knows its the fault of DTLR because they lied to me about how they would ship it so now I paid $108 for. Sprayground Back pack that I can't get delivered for whatever reason and no one knows why!!!!!

Desired Settlement:
Other (requires explanation)

Delivery

Additional Comments from Consumer:

Business Response
Date: 09/08/2023
Good Afternoon,
We apologize for the issue with this order. I am seeing a reshipment was done on this order * ***** *******). The tracking number ************ shows it was delivered on 8/11/23. Did you receive the reshipment? I apologize for the delay and that your order was not expedited when it should have been. I have refunded your shipping costs from the original order. Please let me know if I can be of further assistance. We value you as a customer and apologize for the issue with this order
Bureau Response
Date: 09/09/2023
Kedricka *******

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

Dear Kedricka *******:

This message is in regard to your complaint submitted on 8/10/2023 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 apologize for the issue with this order. I am seeing a reshipment was done on this order * ***** ********. The tracking number ************ shows it was delivered on 8/11/23. Did you receive the reshipment? I apologize for the delay and that your order was not expedited when it should have been. I have refunded your shipping costs from the original order. Please let me know if I can be of further assistance. We value you as a customer and apologize for the issue with this order
Bureau Response
Date: 09/14/2023
Candyee ****
DTLR, Inc. **** ******** **
******* ** *****

Re: ID * ******** * Kedricka *******

Dear Candyee ****:

Thank you for your recent response to Kedricka *******. 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
Kedricka *******

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

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

Dear Kedricka *******,

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: ###-###-####
Initial Complaint
Date:07/11/2023
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 was in ******* on vacation and went to Dtlr at the above address. The store ******* ****** over charged me for one pair of tennis shoes and also charged me for an extra pair that we didnt get. I have called this store several times and talked to various person including the store *******, assist ******* Heaven and also left several voicemails for the district ******* ****** ******** which he has not returned any of my calls. Both the ******* ****** and the asst ******* Heaven know that I was over charged but I have not received a refund.
Initial Complaint
Date:06/14/2023
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 purchased a pair of shoes on DTLR online shopping site using Apple Cash payment on DTLR online store they shipped me the wrong size so I returned them to a local store in maple ohio ********************************************************************************. They sales associate supposedly did a refund back to form of I used initially this was on april 26 2023 I supposed to receive it by may 3 2023 I still have to yet receive my refund I am out of shoes and money I have contacted my back with customer service on 3 way call also while at the store I did the refund at and everyone is saying theres nothing they can do my bank is exposing that they never received the refund I wanted this investigated because tobviously the refund was done incorrect
Business Response
Date: 03/31/2025
Good Afternoon,
We can see that this refund was issued in store for your return. The return initiated successfully. Here is the documentation on our end to show that the refund was issued. We apologize for the issue you had with your return and thank you for shopping with us.

Customer Answer
Date: 03/31/2025

Complaint: 20185145

I am rejecting this response because:

Sincerely,

Unique *****
Customer Answer
Date: 04/01/2025
Dtlr did not refund the money they stated they were processing a refund to my card it never processed on my card I never received the refund I complained about this situation to customer service the store or the cooperate office this has been a hassle sense if I returned the shoes why havent I received my refund I will never shop with them again for them to not look into the transaction and make sure it was compete was not sincere the customer is always right and in this situation they have not satisfied my standards
Business Response
Date: 04/01/2025
Good Afternoon
Our IT team has looked into this and the refund was issued back to card ending in 1759. If you are still experiencing issues, please contact your financial institution, as this is good on our end. We apologize for any inconvenience.
Initial Complaint
Date:05/19/2023
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.
DLTR marked my package as delivered but I have still yet to receive anything. My order number is ******* and the company refuses to do anything about it
Business Response
Date: 03/31/2025
We apologize for the issue you had with your missing package. We filed a claim for you and it was approved and a refund was issued on 6/1/2023. We apologize for the issue you had with this order.
Initial Complaint
Date:05/05/2023
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.
April 11th I placed an online Dtlr order for ship to store/store pick up. When the expected delivery date approached and I didnt receive my order I checked the tracking information and saw that my package was being held at **** I contacted *** and was informed that they werent delivering to any Dtlr locations because of robberies and that I would have to come pick up my packages from *** or they would be sent back to dtlr. The packages were sent back to Dtlr and delivered on 4/24,4/25 and 4/26. On 4/25 I received an email stating that one of the packages was received and asked if I wanted to have it reshipped to a different address and I would have to pay for shipping or would I want a refund. I asked ***** the dtlr representative that emailed me if they could wait until the other packages were received and reship everything in one package instead of 3 because I didnt want to pay 3 different reshipment fees and if not I would like a refund. He told me he would wait on the other packages and reship everything together. I called dtlr customer service on 5/2 for an update regarding my order and was informed it was shipped that day. I asked if all 3 items were shipped together and was assured they were. When I received my package today there was only one item in it so I emailed ***** and also called customer service the lady told me all the items were shipped and if I didnt receive all 3 items I would have to send pictures. I sent the pictures **** another representative basically gave me the run around saying all 3 items were supposed to be in the package I received today then in the next email says his supervisor has to check and see if they received the items that *** sent back first then someone will contact me. Ive literally been waiting on this order for almost a month now and even though its not dtlrs fault the packages were sent back they arent doing much to make sure I receive my items or either just refund me they just keep giving me the run around.
Business Response
Date: 04/29/2025
Good Afternoon
You are correct. Only one item was reshipped originally due to the warehouse only receiving one item back from fed ex at the time. Once we realized what happened, we created a new order for your missing 2 items on 5/5/23 and believe this has resolved the issue. We appreciate your patience with this issue and appreciate your business.
Initial Complaint
Date:04/21/2023
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.
On April 10th, I placed an order for 10 pairs of Nike Club Jersey Joggers Grade-School. DTLR sent me this is 4 separate orders. All the packages were delivered. However, the final package, which was supposed to contain 1 pair of pants was an empty package with nothing in it. There was no item, receipt, invoice or anything (pictures provided in this complaint). This was clearly a DTLR mess up, since the package was not opened or tampered with. When contacting DTLR, they say they are not liable and that it must be UPS fault, now they are refusing to refund me or re-send me the item.

My claim is: DTLR only sent me 9/10 items that I ordered. The final item was never packaged, and they sent me an empty package containing nothing. They took my money and sent me nothing, and now say they are not liable for it. Their customer service is terrible and dismissive. It blows my mind that a nationwide company refuses to refund a simple item when it was clearly their fault. Now I am filing this complaint with BBB to warn others. I read this has happened to other people as well. So be aware when ordering from DTLR.
Business Response
Date: 04/21/2023
Good Afternoon,
This is for order ******** I am sorry to hear you did not receive your item. As stated on our website, DTLR is not responsible for lost or stolen items once they leave our facility and are picked up by the courier. When the package left our facility, the item was in the package. However, we do value you as a customer, so as advised when you reached out to us, we filed a claim with UPS on your behalf for the damaged/missing item. UPS has approved the claim and we have already issued a refund for the item. We do apologize for the issue you had with the delivery of this order.
Customer Answer
Date: 04/24/2023

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,

Nils ********
Initial Complaint
Date:03/19/2023
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 placed an order on March 9th for a pair of shoes on the DTLR website. My complete transaction was for $87.93. I got a notification on 3/16 stating my package had been delivered. When I got home from work, there was no package. I did not panic yet because I live in an apartment complex and sometimes packages are left at the office for pickup. The office was closed yesterday evening when I got off so waited until today to get my package. My package was not there as well. I called DTLR customer service and was told that there was nothing they could do to contact my local post office but package was shipped by UPS.
Business Response
Date: 04/04/2023
I am very sorry for your inconvenience; your tracking number shows it was delivered on 3/19/23. Unfortunately, DTLR is not responsible for any lost or stolen items once they leave our warehouse, as stated on our website. Please visit **************** for more information
.
However, you are a valued DTLR customer, and we have filed a claim on your behalf with UPS. UPS will conduct an investigation and contact you regarding your claim. You must cooperate with UPS in order to receive a valid outcome to your claim. UPS does have a standard wait time of 7-14 business days to conclude the investigation. If UPS approves your claim, they will notify us with a payment form, and you will receive a refund back to your original form of payment once a check number has been issued.

Please keep track of the status of your claim online at any time using your tracking number: ********************_____________

How to view your Claim:
Visit this link - ****************
Sign in to your UPS account (Don't have a UPS account? ? Scroll down to "Create a UPS Username" ? Enter the required information ? Sign Up)
Enter your tracking number and click "Continue"
View your claim status

*Please be advised if UPS does not approve your claim and close it out we are not notified. We advise keeping track of the status of your claim with your tracking number so that if UPS does not approve you may contact us to dispute the claim for you. We cannot issue a refund unless UPS approves the claim.

Again, I do apologize for any inconvenience this may have caused.
Initial Complaint
Date:03/14/2023
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 brought five pairs of shoes from dtlr and had them shipped to one of there stores to pick them up just for me to pick them up and they only have 4 pairs of my shoes they claim not to know what happened to my package ups is who they had delivered the shoes now they don’t want to issue me a refund or help me I feel like I was scammed and they let somebody steal my shoes the pair of shoes are 145.00 all I want is my money back at this point I trusted them with my money and they failed me
Business Response
Date: 04/04/2023
The missing shoe from the order was not delivered until March 14 th- it arrived later than the other pairs. We called the store and confirmed they had your missing item and then spoke with you so you could pick up your item. It appears this order has been resolved. If there is anything else, or if the issue has not been resolved, please let us know.
Initial Complaint
Date:03/13/2023
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.
My family and I went to the DTLR store at Forestville Mall tonight 3/11/23 at approximately 8:10pm to purchase 2 Helly Hansen coats, a sweat suit and a pair of shoes for my daughter's birthday. When my sister was talking to me and asked what sizes do they have in the coats they look like kid sizes, a person in the store begin to answer her, she did not say well ma'am I work here and the sizes are adult sizes, she began to mumble. Then my sister said what did you say I can't hear you. The so-called store manager began to yell at her saying I can't believe you are yelling at her like that she is a foreigner. I said do either of you work here, and the so-called salesperson said I don't know ask her, talking about the so-called manager. Neither one of the girls said that they were representatives of DTLR, no one had on name tags, they look like people off the street. They weren't even dressed like employees. So, the broad who is supposed to be the manager was walking away and yelling at the same time, but when we got close to her to find out why was she yelling at us she told us to have a good night and leave the store. She lost a sale, and commission for driving us out of the store. All we wanted to know was do they have large sizes. Security came to the front of the store as we began to leave because the so-called manager started talking to another customer about us when we left the store and she got loud again. That was unacceptable behavior for a so-called manager and salesperson. I will never shop at DTLR again and I will tell my vast number of friends and family to not support them as well. I have never been treated so poorly by a salesperson in my life I am devastated. We took our money somewhere else to purchase the goods that we were planning to purchase at the DTLR at Forestville Mall. I have a video of a portion of the incident. This system does not support the uploading of it.
Customer Answer
Date: 03/13/2023
The so called manager should be required to take customer service etiquette classes, suspended and reassigned to a different location.
Business Response
Date: 03/14/2023
We appreciate you for taking time to notify us of your experience in our Forestville location. We pride ourselves on customer service and hold all of our employees to an expectation and standard of delivering quality service. This incident will be investigated, and based on the findings, appropriate disciplinary action will be taken.

Customer Answer
Date: 03/14/2023

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,

Ebony *******

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