ComplaintsforDTLR, Inc.
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Complaint Details
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Initial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the new Jordan Olympic 6s white and navy blue on August 3, 2024. My shoes went from MD to GA to SC. My package arrived today August 7, 2024. One side of the package was fully taped up and untampered with and the other side was face down, no tape and empty. The driver took a picture of the taped up side but not the side that clearly shows it has been tampered with and empty. I was here when ***** dropped off the package and immediately called ***** who stated the company (DTLR) has to file a claim and I had to contact them. Called the company explaining the issue and they immediately said no refund. My issue is these delivery company be held accountable and a picture be taken of all sides of packages. This is ridiculous. Now my son has no school shoes and DTLR is refusing me a refund. This is poor customer service and they say they are not responsible but neither are we. I was home when my package was delivered but the box was completely empty. The box was so lite you could tell something was off. I want a refund or the pair of shoes I paid my hard earned money for. This is ridiculous. I’ll never purchase from them again. Quick to accept my money and also quick to deny a refund for something I had no control of. They need to find a better process and busy partner. Getting a empty box is just unacceptable. They didnt even offer to send a replacement pair. Just unprofessionalBusiness response
08/09/2024
We were advised that Ms. ********* received an empty box when it delivered. The weight of the box shoes that the shoes were in there when it shipped so it appears to be a delivery issue. We filed a claim with *** ** and are pending the results of their investigation. In the meantime, we are reshipping a new order , Order ******* to her due to her good order history. We will be following up with *** ** to see what may have happened. This should resolve the issue.Initial Complaint
05/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I haven’t received a package and I’m being told I have to wait 7-14 business days for a refund. The customer is terribleInitial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On April 30 I purchased a pair on ****** sambas they were delivered may 1 per *** **. I didn’t receive that package I called in Friday to report this. I was greeted with terrible customer service. I filed the police report and sent that the cs email given. Monday I call to report that it’s been sent. I’m told it would be forwarded and sent for approval. Instead of a refund they ship yet another pair of shoes!!! I call back to cancel the shipment rep calls the store tells me it will be redirected. I send a long email to CS about my experience. Not only was she rude but they never canceled the freaking shipment !!!!!! No refund nothing esp when I offered to show that I bought the same shoes over the weekend in store why do I need another pair ?Initial Complaint
04/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I brought a pair of “**** Air Force 1” on (04/13/2024)from 5126 Sinclair Ln Baltimore Md 21206,I asked for a size US,9 for my trip to Columbia the next day upon arrival in Columbia I notice my shoes was a 9.5 they are to big..So after I returned from my trip (6)days later(04-20-2024) I tried to return the shoes for a full refund (They are unworn) because I no longer need them I needed them for my trip they was to big..I was told I could only get store credit,but the company website clearly said return for a full refund within 30days unworn with reciept get full refund which I did I was told I can only get store credit I don’t want credit because I won’t be shopping here again I want my money back as the website says…I want my money back..I do want over sized shoes I asked for a specific size and did not get what I paid for I want my money back I’m unsatisfied period…Business response
04/30/2024
This issue will be passed over to the District Manager to resolve. Please provide us with the customers information so that we can resolve the refund issue.Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had order multiple shoes and I never received them. This was months ago back in November!!!! It’s April of 2024!!!! I have been dealing trying to get my money back! I never received anything and it’s so frustrating!!!! I was told only as a courtesy I would get one shoe reshipped but I would have to pick it up at a store that’s 2 hours away from me!!!!! This is the most inconvenient thing I have been through! The worst customer service ever!!! I’m paying for receiving nothing!!!! Don’t recommend buying from here!!!!! I even supported documentation of my dispute!!! Including a picture of my address!!!!! Even after supporting everything they still said I would not get nothing back!!!Business response
04/29/2024
Good Afternoon,
Customer is stating he did not receive this order. There were 2 tracking numbers for this order that both show delivered. Tracking ***********7 and tracking **********41. Although DTLR is not responsible for lost or stolen packages, we do value him as a customer so we filed claims with *** **. Both claims were denied as *** ** states they were delivered to the address on the order. Customer then provided a police report. SInce 2 of the 3 items went out of stock, we refunded the 2 out of stock items and sent the remaining item to the DTLR store he requested. On our end , this has been resolved as the refund was issued and reshipment was done. He requested that a ****** ******* be able to pick up his order for the one remaining item at the DTLR store.
Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order the Jordan spiked lows March 6th ,2024 my order is still currently in order status not shipped I contacted the 1-844- number on file for customer service to speak with someone about my order or a refund I also contacted the actual store on New Halls ferry and was left on hold for almost 30mins still with no answer then once again called customer service in which they say I may or may not even get a refund because it’s in order status and to wait for an email update or confirmation smh I feel so ******* ****** ******, *********** or **** ****** would’ve never let this happen I will never order from them againBusiness response
04/09/2024
Good Morning,
This order was cancelled by the customer on 3/12/24 and the funds automatically drop back onto the card within 2-5 business days as we don't capture funds until the item ships.
Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Ordered shoes online. Recieved a pair of previous worn shoes. Contacted company within 1 hour of ***** delivery. Sent email and phone call with pictures. Has refused to take back product or return money.Business response
03/05/2024
Good Afternoon,
We are sorry to hear you received a defective pair of shoes. We will be happy to provide you with a return label so you can send them back for a reshipment or a refund. However, since there is currently a chargeback on the order, we would also need verification that that has been closed for us to issue the refund. We apologize for the issues you had with this order.
Customer response
03/05/2024
Better Business Bureau:From the beginning (2.24.24) I have requested return paperwork and full refund.
Please send paperwork for return of product.
I will expect return of my funds immediately upon receipt of shoes.
I have reviewed the response made by the business in reference to complaint ID 21383911, and find that this resolution is satisfactory to me.
Sincerely,
** *******Initial Complaint
02/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order was placed on February 13th It's has officially been 17 days since I placed my order. There has been no update on my order. Nor any movement. As per the previous email the longest this transaction should have taken was 4-8 days. We have now exceeded that timeframe. Requested them to advise on when the item would be shipped. Or I will take the necessary steps to have this transaction cancelled. They keep sending computer generated responses.Initial Complaint
02/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I never received the polo jacket I order and I am getting the run around pertaining to a refund. The order number is *******Initial Complaint
02/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed a order #*******, and was told it was fullfilled on 2/8. Check the tracking number which was provided. As of date, the package is still with the seller. I called customer service, and was disrespected by the staff. Unacceptable and unprofessional
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Customer Complaints Summary
74 total complaints in the last 3 years.
33 complaints closed in the last 12 months.