Reviews often point to shipping and fulfillment problems, with orders marked as labeled but never shipped and repeated reports of missing or incorrect items. Shoppers also describe getting damaged, used, or mismatched shoes, along with frequent refusals to accept returns or issue refunds. Several customers call out helpful, knowledgeable store staff and a solid product selection. A smaller group mentions website glitches and online returns that take extra effort.
Examples from available reviews (Nov 2021 – Mar 2026).
Received only a single shoe in a box and customer service refused full responsibility.
“they only sent ONE shoe in the box — not a pair.”
Backpack marked delivered but store never shipped it; now requests a police report.
“the store printed the shipping label but they never sent the item”
Employee Ted made exchanges and sneaker selection easy and helpful.
“A guy named Ted was helpful when I went to the store this time.”
Orders repeatedly mishandled and refunds are slow or missing.
“Takes forever to get a refund, IF you get one at all.”
Many reviews describe uneven service in stores. Some employees get praise for attentive, effective help, while others are described as rude or dismissive, with refusals to provide full refunds or exchanges.
Multiple reviews mention canceled orders, items relisted at higher prices, and return rules that limit cash refunds. Others point to competitive clearance deals and hard-to-find sneakers available in stores.
Customers describe website troubles, including suspected bot activity and quick sell-outs. In-store pickup and online returns can move slowly or take extra steps, though these complaints appear less often than shipping and product issues.
Many reports cite wrong sizes, a single shoe, mismatched pairs, worn or damaged items, and products that don’t work on arrival. A few reviewers also suspect counterfeit or heavily worn goods and describe repeated quality problems across separate orders.
Reviews often describe poor updates during fulfillment: labels created but orders not shipped, late deliveries or shipments sent to the wrong place, and customer support that can’t be reached. Several customers say refunds were slow, only partial, or took repeated calls and emails to fix.
Reviews show a split overall experience. The strongest negatives focus on shipping, returns, and product quality, while positive comments highlight helpful staff, clean stores, and satisfactory purchases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (38) · yelp.com (20) · Sitejabber (20) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Won raffle but was denied shoes due to alleged staff favoritism.
“I won my raffle fair and square and still didn't receive my shoes on my birthday”
Customer reports item never shipped and customer service made excuses.
“Horrible customer service never ship my item full of excuses”
Received two different sized shoes and was refunded instead of corrected.
“2 different sized shoe were sent.”
Received shoes in wrong, oversized size and packaging was disturbed.
“the shoe was big as hell literally it gave a women size 9-10”
Overnight shipping took two business days and refund was denied.
“their policy for overnight shipping was 2 business days”
Employees ignored customers and showed little effort to help.
“Customer service is piss poor to say the least”
Order arrived on time and met the reviewer's expectations.
“Everything I asked for and it was on time.”
Reviewer calls company a scam and recommends other retailers instead.
“It's a total sham company.”
Reviewer felt ignored and disrespected by staff while shopping.
“I was ignored by the entire staff throughout the whole process.”
Worker handled return poorly and issued a gift card instead of refund.
“she scanned a gift card and handed it to me.”
Received a backpack instead of ordered shoes, disappointing for Christmas.
“I got a backpack from DTLR”
Sales staff ignored reviewer and provided no assistance in store.
“There were atleast 4 young salespeople standing around the cash register laughing and talking”
Front staff were rude and failed to provide the requested shoes.
“the woman in the front was disrespectful and rude”
Clean, well-stocked store with friendly, helpful associates.
“The store was extremely clean, well stocked and organized.”
Manager refused service and reviewer felt insulted by staff.
“he refuse to sell me two of shoes I wanted”
Returned an online pickup but was limited to in-store option.
“I placed an online order for an in store pick up!”
Order delayed with 'label created' status and unresolved refund issues.
“Its the following Wednesday and no packages have been delivered.”
Assistant manager refused full refund and was unhelpful during return.
“I could only have an exchange or gift card.”
Order stuck at 'label created'; customer service slow and inadequate refund.
“tracking only says label created.”
Package marked delivered but reviewer claims it was stolen and not refunded.
“my package stated delivered and was signed I wasn't eligible for a refund on my stolen item”
Item shipped with sensor tag and customer service delayed resolving the return.
“the items I purchased from DTLR arrived with the sensor tag still attached.”
Unprofessional, rude staff and inconvenient store hours frustrate reviewer.
“They cuss and smell like weed and they just ghetto all of them.”
Store staff were unfriendly and poor service cost them business.
“Everyone in the store had a pissed off attitude.”
Reviewer accuses management of tolerating racism and abusive conduct.
“Your company puts up with racism therefore your all racists.”
Paid for sneakers but did not receive them; company blamed FedEx.
“I ordered 2 sneakers worth $300 and did NOT RECEIVE ANYTHING”
Workers did not greet or acknowledge customers, needing better training.
“The workers does not greet customers at all.”
Purchased shoes but received mismatched pair of different colors.
“I had one pink shoe and one purple and white shoe, WTF”
Order canceled after paying for next-day shipping and refund delayed.
“the order was canceled”
Employee Terry provided attentive, honest, and helpful service.
“Bro was super attentive and on point as soon as I stepped foot in that door.”
Great sneaker selection and good clearance deals for budget shoppers.
“They have an great selection on Sneakers and shoes”
Employees' suspicious behavior made reviewer leave without purchasing.
“the employees look at me like i was about to steel the shoes”
Found unique shoes at a good price and liked the selection.
“Great shoes at a great price”
Friendly staff greeted reviewer; online order pickup went smoothly.
“I was greeted and wished a happy new year by the lovely security officer.”
Received damaged, faded shoes twice and had repeated issues.
“Shoes arrived demaged.1was deferent color faded.”
Found rare boots at lower prices and received fast, accurate shipping.
“I received delivery in 3 days with both pairs in perfect condition.”
Website appears bot-filled and sold out items within seconds.
“Trash sites fill with bots.”
Received non-working light-up shoes and initially faced refund refusal.
“non-working pair of light-up sneakers for my daughter”
Reviewer strongly criticizes store as rude with horrible policies.
“this is the worst place ever”
I decided to do a little experiment with DTLR VILLA to see how they operate. I placed an order for a vintage Air Jordan sneakers on their website, which costs $150. The site also has an option to pay through PayPal, so this gave me confidence that they are not running some kind of illegal operation or are backed by criminals.
After about 2 weeks of wait time , the "shoe" arrived (no pun intended) in the mail. I was elated. What it turned out to be, however, was the worst fake shoe that I've ever laid my hands on.
I'm actually really sad now because I know how bad these shoes are...and I still can't believe I paid $150 plus shipping costs for this mess. This is not an original Air Jordan by any means...not even close...in fact, it's closer to a knockoff brand. The shoes are like those made in China and it's honestly the worst quality I've ever seen in my life. I'm filing for a refund and I'll just order this same shoe from another site.
I hope my situation can help anyone avoid making the same mistake that I did by buying shoes from DTLR VILLA. They do not deliver original products and they will scam you. Be smart!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
DTLR VILLA is a U.S. retailer focused on athletic shoes, streetwear, and accessories. It runs physical stores and an ecommerce site with online ordering and in-store pickup. Store shelves typically carry branded sneakers, casual apparel, and limited-release items from national brands. Stores handle walk-in purchases, returns, and face-to-face help, while online orders go out by shipment for home delivery.