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

  2345 Vauxhall Rd Union, NJ 07083

• 

  DTLR

  11110 Mall Cir Spc D03A Waldorf, MD 20603

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:09/06/2022

  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 purchased my daughter some brand new Jordan's they came worn already bottom of shoe was painted, shoes had creases in it, and lenth inside the shoes from socks warn in it they sold us used shoes and I want refund.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 27, 2022/10/20) */
  Please provide more details on your purchase if possible. If the item was purchased online, please provide the order number. If the item was bought in a store, please provide the receipt. We will look into these issues as soon as we have more details.

• Initial Complaint

  Date:08/31/2022

  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 was shipped an empty box which should have contained a pair of $200 sneakers. I called customer service. I was asked to send pictures which I did and was told they will file a claim with UPS. I asked why they couldn't replace the sneakers the rep said they have a policy stating they are not responsible for items once shipped. I asked to speak with a manager and the rep disconnected the call.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 8, 2022/09/12) */
  Good afternoon,
  The Retro 3 Iris was in the box when it left our facility. It weighed 3 lbs. We verified it was in the box when it was sent out- it appears it is a UPS issue. Although DTLR is not responsible for lost or stolen items, we do value you as a customer, so a claim was filed. UPS is still investigating the issue. Once UPS approves the claim, we can issue a refund. We do apologize for the issue with this order and are awaiting UPS's approval of your claim.

• Initial Complaint

  Date:08/21/2022

  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.

  On Friday, August 19, 2022 at 5:50PM I purchased 1 pair of AJI MID SE BLK/CORAL shoes from DTLR located on State Street ***** State Street East ***** *****, ** XXXXX) for $135.00 using my debit card. Less than 1 hour later I attempted to return the shoes because I did not want them anymore. The shoes were unused/never worn. I brought them back with the receipt and the card I used to purchase them. I was then told the store does not do cash refunds. However, I did not pay using cash. Since then, I have been promised phone calls from the District Manager (Ike) in which I have not received and none of the store associates have taken initiative to help me resolve this issue. DTLR's return policy states that customers have 30 days to return unused/undamaged merchandise with the receipt. Which I have done. I would like a full refund as soon as possible.

  Business Response

  Date: 12/14/2022

  We would like to have the contact information for the customer so that we can rectify this issue and offer a full refund if one has not been given at this time.

  Business Response

  Date: 03/31/2025

  I apologize for the issue with the return you did at one of our stores. Unfortunately, if you pay with a debit card or cash, the only thing we can give you is a store gift card which can be used online or in store. If you pay with a credit card, those refunds can go back to your credit card. We apologize for any inconvenience this may have caused and thank you for shopping with us. 

• Initial Complaint

  Date:08/18/2022

  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 purchase the products July 27, 2022. The order was partially shipped out. I picked up the items that were at the store August 8, 2022. I asked for a refund for the reminder of the items. I was told a refund was sent August 9th, but I never received the refund. I looked into it and found that the items were reshipped and not refunded. I called again on August 18 to get a refund or pick up my items. I was promised that they would get in contact with the store and have the store send me an e-mail with a code for pick up, the e-mail never arrived. At this point it's going on a month and I would like help resolving this.
  

  Business Response

  Date: 09/22/2022

  Our records show that the customer placed an order on 7/28 to be delivered to DTLR store 3131. The Boy's toddler taping tricot set got to the store on 8/1. The other 2 items from Plaza at ********* were in label created so a claim was filed. A new $0.00 order was created and sent to the store (Order *******). The two items arrived at the store on 8/15 and 8/16 respectively. Here are the tracking numbers for the reship. It appears both orders were picked up by the customer (screenshots attached).
  
  
  
  
  
  

  Business Response

  Date: 03/31/2025

  Good Afternoon, 

   I do apologize for the delay with this order. It appears on the first order, it 2 items were lost in transit with fed ex. Once we became aware of the issue, we reshipped the 2 items you were missing to the store. It appears those items were picked up on 8/25 and the issue has been resolved. Again we do apologize for the unforseen delay with this order and thank you for shopping with us. 

• Initial Complaint

  Date:07/28/2022

  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.

  The stores across the DFW region allows people to come in and buy raffle tickets to where those people can go online an d sell them double the price they say they offer online raffles but they're never there to be available
  Every time I call a local store either the raffles have been hand picked or they lie and say it was done online either way I know it's a scam to sell shoes to another store shoe they can mark up price and the only way it's done is under the table money

  Business Response

  Date: 09/22/2022

  This claim will be looked into. We now offer a digital raffle process that allows customers to enter into the raffle process for new released products through our company app. Stores do not have the ability to sell raffles with this new system in place, and all customer entries will be randomly selected by the system not the stores employees.
  
  

  Business Response

  Date: 03/31/2025

  Thank you for your feedback. Stores are not allowed to reserve/charge extra for new releases and it is a terminable offence if that were to occur. We take this very seriously. We have updated our raffle procedures to minimize this being able to happen. If you have any specific concerns, please let us know and we will forward to the DM of that location and ops management. The raffles are for customers that win the raffle or first come first serve basis. We thank you for reaching out and appreciate your business. Thank you for shopping with us. 

• Initial Complaint

  Date:07/25/2022

  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 was treated bad and almost attacked by an employee boyfriend all cause I asked to file a complaint I asked for names cause they don t wear name tags and they refused to provide me with the information also one of the shoes my daughter was buying was only available at that store and I spent gas money to get up there only to leave with nothing and that shoe is no longer available

  Business Response

  Date: 09/07/2022

  We would like to apologize for your experience. We value all customer experiences and we will look into this complaint to resolve it. Please provide more details about your experience in our store. Please provide the store location, date and time of your visit and we will look thoroughly into this complaint for resolution.

  Customer Answer

  Date: 09/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My sister was with me and she filed a complaint too and they said they would get back in touch with us in a week we'll as you can see it s been months this company doesn't care about the customers or how they employees treat people they got all the information date place and time and haven't took any action yet

  Business Response

  Date: 02/06/2025

  We are sorry to hear about the experience you had in one of our stores. So we can resolve this issue we need to know what store location the incident occurred. 

• Initial Complaint

  Date:07/12/2022

  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 bought a pair of shoes for my son size 7 at the Summit mall location. I wasn't sure if they would fit him. The lady told me I could return them as long as I had the receipt, and within 30 days returned in the box etc. and I almost paid in cash but she said no put it on your card bc you won't get a refund. I confirmed if I charge it I can get a full refund back on my card. She said yes. The transaction was done on an iPad. She did it so quick -there was no asking if I wanted credit or debit, she swiped my card and then turned the tablet twds me to finish the transaction. I never hit debit or credit. When I left I even thought that was weird how quick she was being and I felt worried- today I went to return the shoes, they were to small and I found a size 8 online. The store is saying bc it was debit purchase they can only give me a gift card. It's under 30 days I have the receipt. It was a ********** purchase is what the receipt says. I tried calling customer service and they weren't any help.
  

  Business Response

  Date: 03/31/2025

  I apologize for the issue you experienced at our location. If you pay with a debit card with master card or **** logo,  or cash, the only option that the store physically has to offer a refund is a gift card for the store. If you use a credit card (which is not attached to your bank account), they would be able to refund that directly back to your payment method.I do apologize for the confusion with this return and for any inconvenience this may have caused. We appreciate your business and thank you for shopping with us.