Complaints

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

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DTLR, Inc. has 14 locations, listed below.

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  DTLR, Inc.

  1300 Mercedes Dr Hanover, MD 21076-3140

• 

  DTLR, Inc.

  2345 Vauxhall Rd Union, NJ 07083-5036

• 

  DTLR, Inc.

  2516 State St East Saint Louis, IL 62205-2323

• 

  DTLR, Inc.

  11110 Mall Cir Spc D03A Waldorf, MD 20603-1800

• 

  DTLR, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2023

  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 the green bean Jordans for my son on December 30th and I paid an extra $33 for next day air delivery it's now January 2nd and when I go on the *** website it says a shipping label was created but *** has not received the package yet so they're not able to provide me with a delivery date.. If I'm not mistaken the whole point of me paying an extra $33 was to get my package the next day it's now been 3 days later and I cannot get a hold of customer service on the phone and I've emailed four times my total came up to $223.96 And the sneakers were supposed to be a birthday gift for my son but never arrived for his birthday!! I've never been so frustrated in my life with an online order and I shop online constantly and I've never had an issue like this before!!

  Business Response

  Date: 01/06/2023

  Good Morning,
  This order was placed at 8:30 PM on 12/30/2022. Our website clearly states at check out that orders placed after 1:00 PM are processed the next business day. We had New year's eve, new Years day and Monday was a holiday, so the next business day after the order was placed was Tuesday 1/3and it delivered Wed 1/4-so it was delivered in the time frame. (next business day)1Z174E370199976602Your shipment
  1Z174E370199976602
  
  Delivered On
  Wednesday, January 04 at 9:59 A.M. at Front Door
  
  Delivered To
  **************, ** **
  
  Proof of Delivery

• Initial Complaint

  Date:12/24/2022

  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.

  December 17th i ordered shoes as a christmas gift for my older brother. i got the wrong size so i called and they said i couldn't change the size so i asked for a refund. I have now been waiting longer than i was told for my refund and keep getting sent back and forth between the bank and DTLR . My bank says they have no control of the hold DTLR has on my account and they are acting clueless like they don't know they have my money. It's christmas season and inconsiderate to take your time with someone else's money.

• Initial Complaint

  Date:12/23/2022

  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 placed an online order with DTLR on 11/30/2022 for a pair of mens black timberland boots in a size 14 for my son's 16th birthday. I received notification that the shoes had arrived to the store on 12/6/2022. I arrived to the store on 12/10/2022 to pick up my order. Upon entering the store; the line was out the door and there was only one associate performing transactions--another associate asking customers if they had won a raffle. Once she approached me, I informed her that I was picking up an online order. Another associate went to retrieve my order and upon opening the box to inspect--he discovered only one shoe was sent in the box. At that point; the manager stated that all he could do is issue a refund back to the payment method I used because they didnt have a replacement in store. I then had to get BACK in line and wait an hour for my refund. When getting to the front; another associate had taken over and informed me that she could only give me a gift card bc I used a 3rd party payment method. I had no choice so I took it and was instructed to call corporate. I did so. I called 4x and sent several emails in a week's time before speaking with a manager who issued my refund within minutes. To compensate for my time, I was offered $25 gift card and a 20% coupon. Both of which I declined because I've been ignored for an entire week for something that was able to be fixed in minutes. It took a week for the district manager to contact me with the same offer that I declined as well. All I want is my child's shoes. With the headache I've dealt with, I think a heavy discount or free is sufficient. Every response I receive from the company--no one is offering a resolution that includes getting my son his shoes.

• Initial Complaint

  Date:12/16/2022

  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 some sneakers from the DTLR website on November 26, 2022. The total amount was 66.46. I filed a complaint with the company for a missing package. Every time I call they have to re open the claim. It's been almost a month not and they say they cannot issue me a refund until the claim is processed. The claim keeps getting closed. I still have no sneakers and I can't seem to get a refund.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/12/19) */
  Thank you for calling this out. Your claim has been approved and a refund has been issued for your order. We apologize for the issue with this order.
  
  
  Consumer Response /* (2000, 7, 2022/12/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response from the business. I got my refund back quickly.

• Initial Complaint

  Date:12/07/2022

  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.

  Today December 7th 2022 I was supposed to revive a package from DLTR well that didn't happen ,*** stole my package, and said it was delivered and I pulled my ring camera and it shows no ups truck was on this block. Of course I didn't know about dltr policy and now I had to file a claim against ***. I'm so upset.

  Business Response

  Date: 03/31/2025

  Hi, Do you have an order number for this one if this issue has not been resolved? I am not finding an order for Dec with any claims on it. 

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 5, 2022 DTLR was doing a toy drive at the ***** ********* **** for a ticket for the ****** **'s that come out on Saturday December 10th. The store states that they open at 10 am but did not open up until 11. The black female stated that she didn't feel like doing the toy drive until 12. This mall is known for individuals shooting, especially during this time of year. Instead of letting us in while the store is empty, she wanted us to stand outside. She was very rude! She's waiting for individuals she know to get access to the shoes before the people that are waiting in the line. This is dangerous and very insensitive.

  Business Response

  Date: 01/31/2023

  We thank you for reporting this situation and it will be reviewed.  

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $100 for a pair of Air Force 1 sister hood white/ navy blue. I never received my package and even filed a claim with **** I should have read the company reviews before hand but I thought I could trust a legitimate business.

  Business Response

  Date: 01/20/2023

  Good Morning,
  In looking at your order, it appears you never reached out to us at DTLR to report that you did not receive the package for order *******. *** is showing it delivered on 12/5/2022. If you had made us aware, we would have filed a claim with *** for you and once approved, could issue a refund or reshipment. It does look like you filed a claim with *** as they have closed the claim with proof of delivery. As a courtesy, we have disputed the claim for you. Once *** approves the claim, we can further assist.

• Initial Complaint

  Date:11/16/2022

  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.

  order #XXXXXXX, was never received by me, DTLR claims that since UPS has marked the delivery as delivered, they cannot do anything about this. As a customer this is very disrespectful, as a company you have an obligation to fulfill, they collected my money and don't care what happens after. Don't do business with this company their customer service is horrendous; I've followed up twice since September and have not heard from them by any means of making this right by customer service.

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 20, 2022/12/16) */
  Good morning,
  We apologize for the issue you are having with this order. This order was placed on 6/26/22. The tracking number is 1Z174EXXXXXXXXXXXX. Ups confirmed they delivered this package. Unfortunately, DTLR is not responsible for lost or stolen packages, as stated on our FAQ's. However, we do value you as a customer so when you called us on 6/30, we filed a claim on your behalf with UPS. UPS denied the claim stating package was delivered as addressed. We again disputed the claim for you in an effort to get the claim approved so we could further assist. On 9/15, UPS had once again denied your claim and Customer Service advised you to reach out to UPS to reopen the claim if you did not receive the item. Ups claim has not been approved to date. We apologize for the issue with this order, but we are unable to assist further until UPS approves the claim.
  
  
  Consumer Response /* (3000, 22, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business can offer a refund or store credit the lather, the fact that you cannot/will not is ridiculous

• Initial Complaint

  Date:09/29/2022

  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 the order online and I called to have them change the address. The address was changed. I called to let them know that my package was not delivered as it was marked delivered. I have not received it. They told me that there's nothing else that I can do so basically I'm just lost out of my money. They said once a package was delivered till you want out of their hair. There is nothing else that they can do. My son birthday is coming up Friday and I need my baby shoes or I need my money back.... So basically what they're trying to tell me is I'm lost on shoes and I'm lost out on money.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 24, 2022/12/02) */
  ***Document Attached***
  Good morning,
  We are sorry to hear you did not receive your package. UPS shows it was delivered on 9/28/22. You called us to report you did not receive your package. Although DTLR is not responsible for lost or stolen items once it is picked up by the courier and leaves our facility, we do value you as a customer. We filed a claim for you immediately with UPS to see if they could either locate your package or approve your claim. Ups closed the investigation as they have verified delivery of the package. I have included the results of their investigation. If you still do not have your package, please reach out to UPS at X-XXX-XXX-XXXX to have them reopen the claim. Unfortunately, we cannot reship or refund until UPS approves the claim.

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered retro Jordan's on Aug 19, 2022 for the total of $159.38 from DTLR and never received my package. I emailed customer service about my item and was told that once my item left their facility they are no longer responsible. But UPS has no record of ever receiving my package at their facility. A claim was filed with UPS but the claim was not approved. Therefore no one is held responsible for my item nor the money I have spent
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Good Afternoon,
  We do apologize for the issue with this order. Although DTLR is not responsible for lost or stolen items once they are processed and shipped from our facility, we do value you as a customer which is why we filed a claim with UPS. The claim was approved and a refund has been issued. Please let us know if we can be of further assistance.