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
Order canceled for low stock, then price increased when item relisted.
“order was canceled for low stock”
Received wrong size and company refused exchange or cover shipping costs.
“they had sent me a mens size 9 instead.”
Item never shipped; partial refund issued after calls and emails.
“they never shipped the item.”
Returned two pairs but company refunded only one, suspecting warehouse theft.
“To my surprise I was only reimbursed for one pair of shoes.”
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.”
Order canceled despite stock; customer alleges favoritism and back-door sales.
“the cancel my order because they said they had sold out”
One item from a multi-item order never arrived and customer service is unreachable.
“have yet to receive the third item.”
Paid for two-day shipping twice but deliveries were late both times.
“I paid for 2 days service for a pair of jeans twice and both times they weren’t on time.”
Partial order fulfilled; final item missing and customer service unresponsive and burdensome.
“they never let the phone ring during a callback”
Online returns were complicated with unclear hoops though in-store service was okay.
“returns are a pain!”
In-store pickup was slow compared to Springfield location which is usually fast.
“slow in store pick.”
Employee Ted made exchanges and sneaker selection easy and helpful.
“A guy named Ted was helpful when I went to the store this time.”
Reviewer enjoys frequent visits, praises selection, prices, and staff.
“Love it there, I try to go every Sunday and see what I find.”
Ordered two pairs of jeans but only one arrived and support is unreachable.
“only to receive 1 of the pairs.”
In-store staff Javon and Lisa provided excellent customer service and assistance.
“our sale person Javon was amazing”
Shipping miscommunication delayed delivery, ultimately received refund but preferred the shoes.
“SHOES GOT DELIVERED, FEDEX AND USPS miscommunication!”
Orders repeatedly mishandled and refunds are slow or missing.
“Takes forever to get a refund, IF you get one at all.”
Store located shoes and staff helped complete the purchase efficiently.
“Great customer service from all worker”
Found desired shoes and encountered professional, friendly staff and manager.
“Staff was professional and the manager was knowledgeable and friendly”
Orders delivered to wrong addresses/stores despite reshipping; customer won't return.
“first pair delivered to wrong address”
Reviewer says the company has poor service, staff, and morale.
“THIS COMPANY SUCKS AND SHOULD BE CLOSED INDEFINITELY DUE TO POOR SERVICE, TERRIBLE STAFF MEMBERS AND PISS POOR MORALE!”
Received wrong sizes and dirty, possibly used shoes after return.
“they was all the wrong sizes they sent me all sizes 11 in woman”
Paid for two-day delivery but still hadn't received package after nine days.
“I paid extra for 2 day delivery and now it has been 9 days”
Staff refused refunds and forced store credit, leaving customer very unhappy.
“They will refuse to give you a refund even when they are at fault!”
Reviewer loves the store and has had consistently problem-free experiences.
“I absolutely love this store.”
Customer was denied a full refund due to conflicting return policies.
“they can only give me store credit.”
Received used, incorrectly sized shoes and was refused an exchange.
“They are three sizes to small and used.”
Reviewer experienced rude and unprofessional customer service.
“Trashy, Rude Customer Service employee!!!”
Received two right shoes and was told they couldn't accept returns in-store.
“they are 2 right shoes..”
Item arrived but shoes were removed from their original boxes.
“Shoes were packaged in a XL box so they were out of the shoe box upon opening.”
One shoe from a four-pair order was missing and customer service was unresponsive.
“I ordered 4 pair of shoes, but only received 3 out of the 4.”
Order shipped to the wrong city and customer service repeatedly hung up.
“send it to a completely different City”
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”
Order had a shipping label but was never sent and calls were disconnected.
“They created a shipping label and never sent the order!”
Express order was late and customer service was unreachable and unhelpful.
“received a false alert saying they attempted to deliver my items”
Order was canceled for being sold out after charging my card.
“my order was canceled because they were sold out.”
Received used, filthy slides and could not get a timely return shipping label.
“1 pair of slides were worn and broken. The bottom was filthy upon arrival.”
Order was canceled without notice after poor customer communication.
“They canceled my order because they didn't have my item.”
Reviewer says prices and policies are poor compared to other stores.
“Bad prices, bad policies, no refunds.”
Customer upset about no full refunds and poor return policy, receiving store credit.
“You don’t get a full refund, and who wants store credit”
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.