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Business Profile

Clothing

DTLR, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

This business has 1 alert

Complaints

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

Find a Location

DTLR, Inc. has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • DTLR, Inc.

      1300 Mercedes Dr Hanover, MD 21076-3140

    • DTLR, Inc.

      2002 Annapolis Mall Annapolis, MD 21401-7604

    • DTLR, Inc.

      435 Wood St Ste 2 Pittsburgh, PA 15222

    • DTLR

      250 Woodbridge Ctr Dr Woodbridge, NJ 07095

    • DTLR, Inc.

      2345 Vauxhall Rd Union, NJ 07083-5036

    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 38 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 looking to buy some shoes for my birthday and sent the payment and address. The next morning I was told i need to pay an insurance and maintenance fee of an additional $120 for my shoes to be shipped that was never said prior to me send the first original payment of $180. I've asked for a refund because of the inconvenience and my request keeps being deflected and ignored.

      Business Response

      Date: 03/13/2025

      DTLR does not communicate through text messages about orders/sales. This is not a DTLR order. Please reach out to the seller you were corresponding with. 

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am APPALLED with how the manager of the location in ********** Tx treated us today and even more shocked with how she treated the customer service representative that called her to see why my order was not in the store. I called the store and was placed on hold then the female manager who was RUDE and not helpful at all. I explained to her the order may have been either in my name or my husbands name which I spelled out for her and she stated we dont have your orders. The amount of money I spend with your company should validate that I am treated well and respected and even if I just spent $1.00 there it cost nothing to be king and courteous! Im telling you all now! Let that manager go! She was cold and short! No one in the world would want to shop at a place that treats people rudely! I am awaiting a call back from the District Manager! She is a poor representation of showing empathy and compassion towsrds customers I wanted to go up there but I am going to until my husband is off of work! Its a shame we spend lots of money just to be treated like trash! We ordered 2 pairs of shoes And you would think she paid for them the way she acted. Pure IGNORANCE AND IMMATURITY on her behalf! Then she had the audacity to hang up on the DTLR customer service representative!

      Business Response

      Date: 03/05/2025

      Hi,

      I want to first thank you for your email, we here at DTLR appreciate you as a customer and want every experience with us to always be a pleasant one. I apologize for the frustration you've experienced.

      Because this concerns a store location, I have forwarded your message to higher management and the District Manager of this location. Please allow ***** hours to be contacted to resolve your concerns. We appreciate your patience during this time, and I apologize again for the inconvenience you have experienced.

      If you are not contacted within 48 hours, please contact us at **************** so we can re-escalate your concerns.


    • Initial Complaint

      Date:02/27/2025

      Type:Product Issues
      Status:
      Answered
      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 on 2/25 they cancelled it on 2/26 not only did they cancel my order claiming its out of stock. They put it back on the site and didnt issue the refunded like they claim they did. Give me merchandise or give me my money

      Business Response

      Date: 02/27/2025

      Good Afternoon, 

       This order was not paid via pay pal . It was paid with a credit card. The funds normally drop back on your card within 2-5 business days. This transaction has been voided on our end and your financial institution should be able to see it. 

    • Initial Complaint

      Date:02/14/2025

      Type:Product Issues
      Status:
      Answered
      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 ****** 1 Low OG grey/black shoes on 11/26/24 order #*******. The shoes that were delivered to me were not the correct shoes that I ordered through DTLR. Instead I decided a **** Pegasus running shoe size 12 in a Burgundy colorway. I contacted DTLR via email about them sending the incorrect shoe. DTLR stated they would fix the issue having me send the incorrect pair of shoes to them via ****** Once they received the shoe they would send me the correct shoes that I paid for. The shoes were delivered back to their warehouse on 12/10/24 at 10:49 am. ***** tracking #************. I contacted the DTLR team to see what the status was on them sending me the correct shoes back and they stated they never received the incorrect shoes back at their warehouse. They stated because they never received the shoes they couldnt send me a refund nor the shoes. DTLR charged me for a product that I never received and stole my money leaving me with zero merchandise.

      Business Response

      Date: 03/06/2025

      Our internal investigation has been completed and the issue has been resolved. The order has been refunded. 

    • Initial Complaint

      Date:02/09/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
       
      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,

      ***** ******

      Business Response

      Date: 02/10/2025

      We are sorry to hear about the issue you had with your order. We have spoken on the phone and the issue has been resolved. 

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 business allowed someone to walk in the store with my stolen credit card and make a purchase. When I called the store i was informed that the policy allows anyone to use a credit card without ID if the purchase is under $200. Under no circumstances should someone be allowed to use a credit card without having their ID checked.

      Business Response

      Date: 02/04/2025

      Good Afternoon,

       I am sorry to hear that someone used your card fraudulently. We do not ask for identification for chip enabled credit cards. If your card was stolen/used fraudulently, you would need to contact your bank or card provider to dispute the charge. We apologize for any inconvenience. 

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      ****** Levelon even more disappointing is that the missing pair is the least expensive item in the ordera $20 pair of shoes.Instead of resolving this simple issue, you are putting the burden on me, the customer, by involving ***** and suggesting legal action. This is a terrible practice that raises serious questions about DTLRs ethics, customer service, and willingness to take responsibility for internal errors.

      Business Response

      Date: 01/27/2025

      Good Morning, 

       Since the 3 items were verified to have been in the box when it shipped, we need to file a claim with fed ex to see what may have happened between when the package was shipped and when the package arrived to your home. We have filed a claim with fed ex and will be following up with them. In the meantime, we have issued a refund for the missing item. We apologize for the inconvenience with this order. 

    • Initial Complaint

      Date:01/24/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
       
      Complaint: 22850649

      Im rejecting this response because this company never delivered the shoes. *** had no other delivery issues, except with this company. What company sends over $100+ shoe economy shipping  that does not hold the shipping company accountable? Ill be filing a complaint with the attorney general to investigate this companys practices further because this is unacceptable. 

      Sincerely,

      ****** *****make a claim with *****. Consequently, I was advised to submit a police report and upload it for them to process a refund.I find this request highly unreasonable. Public servants should not be required to handle such situations, especially when there is a strong suspicion that the company may not have even sent the shoes. I believe there might be a fraudulent scheme involving this company and ***** that warrants further investigation.

      Business Response

      Date: 01/27/2025

      Good Morning,

       We are sorry to hear there was an issue with your package. Your order was shipped under tracking number ************ and was delivered by fed ex on 1/22/25 at 2:42 PM. The information you received when contacting our customer service is correct. Unfortunately, DTLR is not responsible for lost or stolen items once they leave our facility. Normally we would file a claim for these orders. However, since the package was shipped economy, we would need a copy of a police report to further assist since Fed ex is showing delivered. We do apologize for the issue with this order. 

      Tracking #: *****************************************************************************************************************

      Business Response

      Date: 02/04/2025

      Good Afternoon, 

      As stated in the previous correspondence we did attach fed ex's proof of delivery. Unfortunately this is an economy order so *** ex will not allow us to file a claim for this one. What we can do as a one time courtesy is offer you a reship to a DTLR store near you. Would this work? Please let me know what DTLR location you would like the item reshipped to if this would be an acceptable resolution. 

    • Initial Complaint

      Date:01/19/2025

      Type:Product Issues
      Status:
      Answered
      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 name is ****** *****. I have had several problems with trying to exchange a Ugg Sweatsuit . I recieved the wrong size, The DTLR location on ******************* , ** refused to exchange my order. I shop there all time. I also went to The ************** location in ********* and they refused to exhange it as well. I demand (2) ****** giftcard for the inconvinence. I have alsod filed a complaint with The attourney general s offiice in ******** addressing this.

      Business Response

      Date: 01/22/2025

      Good Morning, 

       We have received your complaint. I am not sure what reason the store had for not allowing you to exchange the item. I see that this is regarding an online order. We can send you a return label so we can refund your order and then you can purchase the size that you need. We apologize for the issue with this order. 

    DTLR, Inc. is NOT a BBB Accredited Business.

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