Business Profile

Clothing

DTLR, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

90 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

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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:07/10/2025
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 July 4th I ordered about 6:00 or 7 pairs of shoes I only got four they did not tell me they charged me for shipping which I was okay with they did not tell me until after they shipped the items out I called them because I got something saying my order was canceled then when I looked on there they took some of the items because they said they didn't have them in stock I would have done canceled everything they never told me anything basically they sent me what they wanted me to have so when I did get the shoes that the baby shoes they were too small for my son basically I took them back to the store and the store said that all they could give me was a store credit cuz I paid what after pay this is basically scamming a customer hey you you charge me for shipping for not even all the order that I paid for they should have gave me an option a b f you know that you cannot take your items back in the store and give people how they pay you shouldn't be forced to get a store credit where you're forced to spend the store credit in their store again something needs to be done about this because this is scamming a customer or I will not ever be doing business with downtown locker room cuz I don't do business like that so you took my money and charge me for everything and you canceled it I don't even know if I got my money back for the items you canceled then you charge me for shipping for partial items when I would have told you keep all of it and then I go to the store and I'm still forced to get a store credit and you can't give me my money back I pay this is unacceptable something needs to be done that me and you can agree on
Business Response
Date: 07/10/2025
Good Afternoon,
We are sorry to hear about the experience you had with this order. The shipping fee was on the order at the time of purchase. 2 of your items were cancelled due to being out of stock. A notice was sent and you were refunded back to your payment method (Afterpay) for those items in the amount of $42.36 on 7/5/2025. 2 items appear to have been returned in store and refunded to a gift card as the stores can not refund to 3rd party payment methods and must be sent back to our warehouse online. We may be able to assist with getting those items back to your payment method as a courtesy. Please reach out to *********************************** with the gift card information. Again, we do apologize for the issue with this order.
Customer Answer
Date: 07/10/2025

Complaint: 23578609

I am rejecting this response because they never mention anything about giving me refunding me on reference to the shipping that I paid for all the items not partial of the items plus the fact is I did return the two items the store have them so they're telling me as a courtesy they'll give me my money back what am I supposed to do go read by the items with the gift card that I got and then wait for you all to give me my money back after I send it back to the warehouse that doesn't make sense
Sincerely,

******* ****
Business Response
Date: 07/11/2025
Since you already returned the items to the store, that is why they gave you a gift card. If you provide the gift card info, as a courtesy, instead of getting the gift card, we can refund your payment method. We will not be refunding shipping due to the items on the order that shipped.
Customer Answer
Date: 07/11/2025

Complaint: 23578609

I am rejecting this response because: they should have did that from the start now I'll just give the gift card to somebody or purchase something from there and I'm just not coming back no more and I told friends and family that antics did downtown locker room so that you will lose a lot of customers cuz of me word of mouth can make you or break you

Sincerely,

******* ****
Initial Complaint
Date:07/09/2025
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.
I come to the shopping center where dtlr (formally city gear) is located twice per week. Everytime I come, the African American females that WORK AT DTLR (city gear) are screaming profanity at the tops of their lungs. This happens inside and outside the store as you can hear them all the way down the sidewalk everytime! They also stand outside and smoke marijuana with different personal visitors. I asked them if they could stop cursing and they busted out laughing in my face and asked me what am I going to do about it? I have tried calling corporate and lots of other people complain because city gear sits in a busy shopping center down here where people come to get food groceries and get their nails done! Somebody PLEASE DO SOMETHING! Our community is tired of those loud ghetto cursing all day women!
Business Response
Date: 07/29/2025
Thank you for taking the time to share your concerns regarding your recent experiences at our DTLR (formerly City Gear) location. We take all customer feedback seriously and are truly sorry to hear about the behavior youve described.
Please know that this is not reflective of the standards or values we uphold as a company. We strive to provide a respectful, welcoming environment for all customers and community members. The actions you described are unacceptable and will be addressed internally with urgency.
We appreciate your patience as we work to correct this issue.
Business Response
Date: 07/30/2025
Thank you for taking the time to share your concerns regarding your recent experiences at our DTLR (formerly City Gear) location. We take all customer feedback seriously and are truly sorry to hear about the behavior youve described.
Please know that this is not reflective of the standards or values we uphold as a company. We strive to provide a respectful, welcoming environment for all customers and community members. The actions you described are unacceptable and will be addressed internally with urgency.
We appreciate your patience as we work to correct this issue.
Customer Answer
Date: 07/30/2025

Better Business Bureau:
They are still continuing to curse and yell but its a tad better.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
UnansweredMore 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.
Good afternoon. I purchased a pair of ****** sneakers for my son's birthday *******. I did not know I was purchasing from DTLR until I got ready to pay for the merchandise. The outside and inside of the store is still advertising City Gear. DTLR did not have the shoes my son wanted so he settled for something different. We walked 2 doors down to ********* and they had the shoes my son wanted. I walked back to DTLR in less than ******************************************************************************* gift card. DTLR sales associate #******* did not explain a refund policy when I purchased the shoes. He did apologize for not explaining the policy. I called customer service and spoke w/ Hosea around 6:05p. He told me someone else from the company would be contacting me. **** called from a Maryland # 6/25/25 @ 1:21p to 1:34p. He said I could receive a store credit within 15 days of my purchase. He also stated if I made my purchase w/ a credit card, I could receive a refund. I told him that was backwards because I made the purchase with my bank card. I was gone less than 35 minutes and the attached return policies are very gray and different in wording (making no sense). I later found out DTLR is affiliated w/ ****************. I am requesting a full refund back on my card. The owner of DTLR (JD Sports) has many different addresses. I think the address this complaint needs to reach is ************************************ (it was not an option for me to choose from).
Initial Complaint
Date:07/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last month, I purchased a pair of Jordans from DTLR in *************, **. The shoes were damaged. As a result, I repeatedly tried to get a replacement or refund and the business has done nothing but give me a hard time. I have provided my receipt and proof of damage. Accordingly, I am demanding a refund or replacement.
Business Response
Date: 07/10/2025
Good evening Mr. ******************** and foremost, I want to sincerely apologize for the negative experience you had during your recent interaction with our team, especially with one of our District Managers. At DTLR, we value all our customers and strive to provide exceptional service, and I regret that we did not meet that standard in your case. I understand your frustration youve provided your receipt and clear photos of the damage, and youre simply requesting a refund or a replacement. That is a reasonable expectation, and we do want to make this right for you.

To clarify the situation:
Our policy requires us to receive the damaged product back before we can issue a refund or send out a replacement. This is a standard part of our process to ensure fairness and accountability on both sides. You do have a couple of options moving forward:
1. Exchange Option:
If youre currently in *******, we can identify a DTLR store nearby and ship a replacement shoe to that store for you to exchange the damaged pair in person.
If you prefer to wait until you return to *************, we can arrange to ship the replacement shoe there so you can complete the exchange at that time.
2. Refund Option:
If youd rather not do an exchange, we are happy to issue a refund once the damaged shoe is returned. Since youve provided your receipt,we can process your refund as soon as we receive the product back.

Please know that our only goal is to resolve this situation fairly and professionally. While we cannot ship a new pair without receiving the damaged shoes first, we are more than willing to go above and beyond to accommodate your location and preferences to make this right.
Again, I truly apologize for how this matter was handled initially and for any disrespect you may have felt. We are committed to restoring your trust and making your experience with DTLR a positive one moving forward.
Customer Answer
Date: 07/11/2025

Complaint: 23560448

I am rejecting this response because:

The business has already told me that I will not be getting a refund. I have already tried resolving this with them ad nauseam to no avail. They have seen the damage and my receipt. And they have refused to refund me!

Sincerely,

**** ******
Business Response
Date: 07/16/2025
Once the product is received back we can issue a refund or replacement.
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
UnansweredMore 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 June 14th I went to DTLR to pick up the ****** 14s I won via online raffle. I went to pick them up at 11am that Saturday June 14th and was told by the representative that they never received the shipment in! I called DTLR customer service at 11:24 that same Saturday and they said the store didnt answer the *********** I called the DTLR store location ***************************, *************************************************** and they confirmed they did receive the ****** 14s but sold out to the raffle participants! I recorded the conversation and it will be attached. I was a winning raffle participant who came to claim my shoe during the time period it needed to be claimed yet I was denied my opportunity to purchase the shoe I won via raffle! I used 400 points to win the raffle which werent refunded back to my trendsetter account as well.I wasnt able to attach the audio file but I uploaded the transcript.
Initial Complaint
Date:06/16/2025
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 received a notification that my package was delivered. I returned home no package was on my porch. I immediately contacted ***** to report the missing package and was informed to contact DTLR for them to submit a claim. I contacted DTLR and informed that would submit a claim and I would receive a email 15 mins later, which I did not. I called DTLR to inquire about the email, was told I was given incorrect information and to file a police report. DTLR states it noted they do not file claims on economy packages when placing an order, however it did not state when placing the order nor in confirmation email. If it did I would not have placed the order. I would either like a replacement order to be shipped, a missing package claim to be submitted to ***** or a refund to my card for this order.
Business Response
Date: 06/16/2025
Good Afternoon,
We do apologize that you did not receive your package. Unfortunately DTLR is not responsible for lost or stolen packages once they leave our facitlity. If ground or express, we can file a claim, but if economy is chosen as the shipping method , fed ex will not allow us to file a claim. At checkout, this is the message that appears if ground shipping is an option " Ground Economy orders are ineligible for claims if a package is lost or stolen and addresses cannot be changed once the order is placed.". If you feel your package was stolen, you may file a police report. Once filed, if you send a copy of the police report to ************************************ we may be able to further assist once the report is authenticated. Again, we do apologize for the issue with this order.
Business Response
Date: 06/16/2025
This is what is shown at checkout
Initial Complaint
Date:06/10/2025
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.
Ordered shoes w this company and they got delivered with a stain on them as if they were worn already. Company told me they would issue a refund an have not. So basically I got faulty shoes that cost over 160 WITH SHIPPING and lost money
Business Response
Date: 06/12/2025
We are so sorry to hear you received a defective item. When you reached out to customer service we provided you with a return label so you can return the item for a refund. The return tracking number for the label we provided you was 791789985273. We are showing the item has not been sent back yet. Once the item has been sent back, we can issue a refund. We do apologize for the issue with this order. If you would like to keep the item, we can refund you 15% of the item price.
Initial Complaint
Date:05/25/2025
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.
Order Number: ******* Order ************ May 24, 2025, at 10:21 AM Store Location: DTLR ******************************************************************************************************************** I am filing this complaint because DTLR canceled my confirmed order for the Air ****** 4 White Cement in size 12, despite the companys clearly stated no cancellation, no refund policy.This cancellation was not initiated or authorized by me. As a result, I lost access to a limited-release item I had rightfully secured. The item is now unavailable through retail channels and can only be found through third-party platforms.I originally paid approximately $225. Because this cancellation was a clear violation of DTLRs own terms, I am requesting monetary compensation sufficient to allow me to obtain the same item elsewhere, without added cost to **** do not accept store credit as a resolution. This is a fair and reasonable request based on the companys failure to uphold its stated cancellation policy.
Business Response
Date: 06/13/2025
HI, Jordan,
As discussed on the phone, once an order is placed and the confirmation email is sent, it goes through our 3rd party security system and there is a chance that your order may be cancelled if the security system declines your order. The verbiage that we can not cancel an order once placed is correct. Once an order is placed DTLR can not cancel it -it goes into the system for processing and if you change your mind on the order it would need to be returned.However, if it gets declined, then your order could be cancelled.
As discussed, we were able to find you a size 12 and an invoice has been sent to you via pay pal, but the invoice has not been paid yet. If you would still like to purchase the item, please pay the invoice no later than 6/15/25. If you have any questions please reach out to us. Once the invoice is paid, we can ship out your item.
Initial Complaint
Date:05/20/2025
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 28th I ordered a pair of sneakers and only received one pair. I notified DTLR immediately and it took almost a week to hear back from them.Initially I was offered a 15% off coupon, which didnt make any sense because I paid full price for the sneakers ($235) and only received one.After I asked to have the solution escalated DTLR did offer a refund for me sending the other shoe as well as a guaranteed spot for a release. I explained that due to my military obligations I wasnt at my home to ship out the shoe and equally the initial offer didnt mention the shoe so I believe they are trying to use it as a bargaining tool because they now know Ill be away for awhile and may forget. Mind you, I didnt make any progress with them until I mentioned the BBB Forward to 19 May ****************************************************************************************** a refund and the release spot they just need some more details. When I called back, the DTLR representative reverted back to the prior solution. Instead of what was left on my voicemail. I just want my money back
Business Response
Date: 05/28/2025
Good Afternoon,
We apologize about the issue you had with this order. Unfortunately the supplier was unable to find your missing shoe. We can definitely issue a full refund, we just need to have the other shoe returned as management advised when they reached out. Once we see movement on the return we will be able to issue you the refund. Again, we do apologize for the issue with this order.
Customer Answer
Date: 05/29/2025

Complaint: 23354962

I am rejecting this response because:
Information Isnt being correctly disseminated. Im away on military obligations and the company keeps asking me to send the shoe when I clearly informed them of this.

additionally the company keeps changing their compensation. Im willing to accept a refund and secured spot for a release.
at A point one of the options was a 15%off coupon which clearly showed they dont care about the show or customer service because that doesnt even make sense.

Sincerely,

**** ******
Business Response
Date: 06/16/2025
Thank you for bringing this to our attention. We believe the issue has been resolved.
Customer Answer
Date: 06/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:05/13/2025
Type:Billing 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 made a online order and I was charged sales tax that I was not supposed to be charged I live in the state of ** where we dont pay sales tax on shoes and clothing regardless of how much it cost Dtlr claims that they can charge me sales tax for because its over 100 which is wrong if I bought the same item in store it would not be taxed at all!
Business Response
Date: 05/13/2025
Good Afternoon,
Everyday sneakers are exempt from taxes in ** but these are specifically classified as basketball shoes which are taxable which is why the tax displayed at check out and you were charged for the tax. Please let us know if there is anything else we can assist you with. Thanks for shopping with us.
Customer Answer
Date: 05/13/2025

Complaint: 23323466

I am rejecting this response because if I bought the same item in store there would be no sales tax regardless what type of sneaker it is

Sincerely,

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

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DTLR, Inc. is NOT a BBB Accredited Business.