SmallBizGenius Analysis
Dtlr, a retailer of footwear and apparel, faces significant criticism regarding its online order fulfillment and customer service. While some customers praise in-store experiences, the overwhelming sentiment from online orders points to issues with shipping, order accuracy, and unresponsive support.
Category Breakdown
Scores based on analysis of 260 recent reviews
Shipping and Delivery Issues
2.0/10Many customers report significant problems with shipping and delivery, including delayed shipments, orders never arriving, and receiving incomplete orders. For example, several reviewers mention paying for express shipping but not receiving their orders in a timely manner, while others state their orders were never shipped after the shipping label was created.
42 reviews mention thisCustomer Service Problems
1.5/10A significant number of reviewers express dissatisfaction with Dtlr's customer service, citing long wait times, unhelpful representatives, and being hung up on. Many customers report difficulty getting in touch with anyone to resolve issues, with some stating they never received responses to emails or phone calls.
40 reviews mention thisOrder Accuracy
2.5/10Several customers report receiving incorrect items, such as wrong sizes, wrong colors, or even only receiving one shoe instead of a pair. Some reviewers also mention receiving used or damaged products, indicating a lack of quality control in order fulfillment.
25 reviews mention thisReturns and Refunds
2.0/10Several reviewers complain about difficulties with returns and refunds, including not receiving full refunds, being offered only store credit, and having to pay for return shipping even when the error was Dtlr's fault. Some customers also report that their returns were not properly processed, leading to further complications.
15 reviews mention thisIn-Store Experiences
4.0/10A small number of reviewers praise the helpfulness and friendliness of in-store staff. These positive experiences contrast sharply with the negative feedback regarding online orders and customer service.
8 reviews mention thisOrder Cancellations
1.0/10Some customers report their orders being canceled without explanation, often after the order has already been placed and paid for. This leads to frustration and inconvenience, especially when the items are then relisted at a higher price.
7 reviews mention thisPros & Cons
What Customers Love
"We went into the DTLR in clinton md and our sale person Javon was amazing he did not have the shoe I wanted but he went above and beyond to try to fine the shoes I wanted"
"This was my first time ordering from DTLR, delivery time was fast"
Common Complaints
"I paid extra for 2 day delivery and now it has been 9 days and I haven’t received my package yet this is the worst service ever"
"If you try to call customer service, you will be left on hold and ultimately hung up on."
"Ordered a 120$ pair of shoes , only to finally get them they are 2 right shoes."
"I will never buy from this merchant again have one of the worst customer service and return policy’s suck. You don’t get a full refund, and who wants store credit."
"I bought a pair of shoes for my son the other day, I payed $81.00 and then the next day they said my order was canceled because they were sold out."
Common Questions About Dtlr
Answers derived from customer review patterns
Is Dtlr legit and trustworthy?
Based on the reviews, Dtlr's online operations raise significant concerns about its legitimacy and trustworthiness. Numerous customers report issues with orders not being shipped, receiving incorrect items, and experiencing extreme difficulty in contacting customer service. While some customers have had positive in-store experiences, the overwhelming negative feedback regarding online orders suggests a lack of reliability. Potential customers should exercise caution and consider alternative retailers with more consistent and dependable service.
Based on 45 reviewsDoes Dtlr have good customer service?
The consensus among reviewers is that Dtlr's customer service is severely lacking. Many customers report long wait times, being hung up on, and receiving no response to emails or phone calls. The inability to resolve issues promptly and the lack of helpfulness from customer service representatives contribute to a negative overall experience. This makes it difficult for customers to address problems with their orders or returns.
Based on 40 reviewsIs Dtlr worth it for small business?
Given the numerous complaints about shipping delays, order inaccuracies, and poor customer service, Dtlr is likely not a worthwhile option for small businesses. The unreliability of order fulfillment and the difficulty in resolving issues could lead to significant operational challenges and customer dissatisfaction. Small businesses need vendors that provide consistent and dependable service, which Dtlr appears to struggle with based on customer feedback.
Based on 30 reviewsWhat is Dtlr's return policy like?
Several reviewers express dissatisfaction with Dtlr's return policy, citing difficulties in receiving full refunds and being offered only store credit. Some customers also report having to pay for return shipping even when the error was Dtlr's fault. These issues make the return process cumbersome and costly, further contributing to the negative customer experience.
Based on 15 reviewsWhy are Dtlr orders frequently canceled?
Some customers report having their orders canceled without explanation, often after the order has been placed and paid for. This is frequently attributed to alleged low stock, even when the items appear to be available on the website. This practice is frustrating for customers, especially when the items are then relisted at a higher price, suggesting potential issues with inventory management and pricing strategies.
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