Complaints

This profile includes complaints for Duluth Trading Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Duluth Trading Company has 67 locations, listed below.

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  Duluth Trading Company

  100 W Main St Mount Horeb, WI 53572-1913

  
• 

  Duluth Trading Company

  108 N Franklin St Port Washington, WI 53074-1901

  
• 

  Duluth Trading Company

  400 Main St La Crosse, WI 54601-3275

  
• 

  Duluth Trading Company

  111 W Main St Louisville, KY 40202

• 

  Duluth Trading Company

  10900 Assembly Park Dr Wixom, MI 48393

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:06/14/2025

  Type:Service or Repair 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.

  This store doesnt stock anything but huge sizes, they told me I could get the shorts I wanted in my size but I go on the website and I cant. They are very anti skinny and this is infuriating.

  

  Business Response

  Date: 06/20/2025

  Dear Austin -

  Thank you for reaching out and sharing your feedback. We deeply apologize for the frustration you’ve experienced in trying to find the shorts in your size. We understand how disappointing it can be when your preferred size is out of stock.

  Sometimes, our more popular sizes sell out quickly in-store, and we are left with limited stock in larger sizes. We do try our best to keep a wide range of sizes available, but availability can fluctuate.

  If you ever find that the size you're looking for isn’t available in-store, we encourage you to check our website for availability. Should you choose to order online, please know that returns and exchanges are always free at our physical stores, and our team will be happy to assist you in person.

  We truly value your feedback and are committed to providing a positive shopping experience for all of our customers. We hope to better serve you in the future and appreciate your patience as we work to improve our stock and availability.

  Best,

  Duluth Trading Company

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23468546, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.

  it seems like you didn’t even fully pay attention to my complaint. I did try to get it online and it was also not available online! You need to order more of the sizes people actually use and less of these huge sizes that never sell. I need my problem resolved and not just a generic response that isn’t even applicable to the issue. Thank you.

  Regards,
  
  
  
  Austin Crow

  

  Business Response

  Date: 06/24/2025

  Dear Austin -

  Thank you for reaching out to us again. We're sorry that we haven't been able to provide the product and service you were looking for, and we apologize for the further inconveniences you've experienced. We sincerely regret that our previous response missed the mark and caused additional frustration. We understand your disappointment and appreciate you clarifying that the item you needed wasn't available online either, in addition to your in-store experience.

  We hear your feedback loud and clear regarding our sizing inventory. It's clear that we need to do a better job of stocking the sizes our customers actually need. We will pass your feedback to our product team that our sizes and quantity should be revisited to better serve a wider range of customers. We're actively reviewing our inventory management and purchasing processes to ensure we have a wider range of popular sizes available both in-store and online.

  Thank you for bringing this to our attention. We value your business and are committed to making this right.

  Best,

  Duluth Trading Company

   

   

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  thank you for taking my issue seriously and I appreciate you taking the time to look into this. I’m sad I will never get those shorts but hopefully you will come out with more cute patters in my size because I do not want a basic plain color and thats all that is left in my size. 
  
  I have reviewed the response made by the business in reference to complaint ID 23468546, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Austin Crow
  

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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.

  Nov 13, 2022 Order Number: WEB19935193 Purchased a pair of BestMade pants, after careful consideration of the "No Bull" Guarantee. When the pants tore, I attempted to return them to the ********* location. They informed me that anything more than a year they were not physically capable of making right. The man typed a bit in his computer and said- "I can't find them, so there's no way I can make it right." This differs greatly from what is stated on the website, which says- "After one year, we will also consider returns for items that are defective or dont perform as designed." There was zero consideration- just a blanket- we can't help you. These Bestmade pants are work pants by design, and as a ******* I must bend over to pick up my tools. They tore when I bent over- they ripped, crotch to belt. These were also lightly used, maybe a dozen times, cold water washed in mild detergent, tumble dry no heat. I expected them to last at least as long as some of my carhartt pants. I would like credit for the pants, at least.

  

  Business Response

  Date: 06/20/2025

  Dear ***** -

  Thank you for reaching out and sharing your concerns regarding your BestMade pants (Order Number: WEB19935193) and your experience at our ********* location. We sincerely apologize that your recent return attempt did not meet your expectations and for any confusion regarding our "No Bull" Guarantee.

  We understand your frustration when the pants tore, especially given your expectation for their durability as work pants, and that your experience at the store did not align with the policy as stated on our website. We appreciate you bringing this to our attention, as it helps us identify areas for improvement in both our product performance and customer service.

  We have reviewed your case, and while the pants were purchased over a year ago, we want to ensure your satisfaction. As a gesture of goodwill, we have processed a credit of $65.88 for the pants. Additionally, a gift card in the same amount will be mailed to you at the address on file. Please allow 7-10 business days for the gift card to arrive.
  

  We value your business and hope to have the opportunity to provide you with a better experience in the future.

  Best,

  Duluth Trading Company

  Customer Answer

  Date: 06/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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 have requested to have my online account deleted several times through them. They claim they dont have the ability to do this, which makes 0 sense. All I want is the online account associated with ***************** deleted.

  

  Business Response

  Date: 05/27/2025

  Dear *****,

  Thank you for contacting us. We apologize for the frustration you experienced regarding your online account deletion request for *****************.
  We have now fully resolved this for you. We can confirm that:

  Your online account associated with ***************** has been deleted.

  All associated data collection and sharing have ceased.

  You have been removed from all catalog mailings and email promotions.

  We are committed to providing excellent service and hope this resolution addresses your concerns to your full satisfaction. Please do not hesitate to contact us if there's anything else we can assist you with.

  Sincerely,

  Duluth Trading Company.

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:04/28/2025

  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.

  I returned an order I placed on 12/26/24 (Order #WEB30416032) since it was delivered to me after I needed it. ***** delivered it back to Duluth Trading ** on 2/3/25. I emailed for an update and called on 2/10/25, but received no response for either the email or the call. I called again on 2/14/25 to confirm the status of my return, and the customer service agent who picked up did confirm that the return had been received and that I should be refunded shortly. It has now been 12 weeks since my purchase was received by the Returns team and my refund has still not been issued. If I do not receive a reply from Duluth Trading and see a refund on my card statement for the $1364.75 purchase by the end of this week (5/2/25), I will be filing a complaint with the ************************ and initiating a chargeback with my bank.

  

  Business Response

  Date: 05/02/2025

  Dear **** -

  Thank you for bringing this matter to our attention, and please accept our sincerest apologies for the delay and lack of communication regarding your return and refund.
  We understand how frustrating this experience must have been, especially after your multiple attempts to reach us for an update. Your returned items were received at our facility on 03/26, and while our team did confirm receipt during your follow-up call on February 14, regrettably, the processing of your refund was delayed.

  We are pleased to confirm that as of April 28, 2025, your refund in the amount of $1,364.75 has been issued to your original method of payment. Depending on your financial institution, it may take a few business days for the refund to reflect on your account.

  We truly value your business and are committed to ensuring a better experience moving forward. If you have any further questions or concerns, please don't hesitate to contact us directly.
  

  Again, we apologize for the inconvenience and appreciate your patience and understanding.

  Best,

  Duluth Trading Company

• Initial Complaint

  Date:04/18/2025

  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.

  Used a gift card in the amount of $300 on this order On March 31 Order was cancelled however the balance was not returned to the gift card.Contacted customer service who said they would fix ****** its Apr 18th and the balance is still showing as 0.I would like my gift card back.

  

  Business Response

  Date: 04/22/2025

  Dear ******* - 

  Thank you for reaching outwe appreciate the opportunity to address your concerns and make things right.
  

  Your original order was canceled in accordance with our policy, which does not allow gift cards to be used as payment for the purchase of other gift cards. We understand this may have been frustrating, and we sincerely apologize for any confusion or inconvenience it may have caused.

  To resolve the issue, we have issued a new gift card in the amount of $300.00, reflecting the full value of your original payment. The new order number is SO061435794. We also want to extend our sincerest apologies for the delay in processing this replacement.

  The gift card was processed today and will be mailed to you via the *******************. You should receive it within 10 business days.

  If you have any questions or need further assistance, please dont hesitate to reach out. Thank you again for your patience and understandingwe truly value your business and the opportunity to serve you.

  Warm regards,

  Duluth Trading Company

• Initial Complaint

  Date:04/08/2025

  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.

  Transaction original date was sometime in December. Items were delivered to me 12/22/24. I sent them back and recieved a confirmation email that 1/9/25 that items were on way. I did not hear anything i reached out on 3/27/25 via email and was told that the refund was issued. It is now 4/8/2025 and i have yet to recieve any refund from ******. They are now telling me it's ****** and not them. I Just want my refund. I did not remove any tags it was a few shirts that my husband did not like he did not wear them or even try them on.

  

  Business Response

  Date: 04/14/2025

  Dear ******,

  Thank you for reaching out to us, and we sincerely apologize for any confusion or frustration youve experienced. We understand your concern regarding the refund process, and we appreciate the opportunity to address the issue.

  After reviewing our records, we can confirm that a refund of $73.50 was processed to your ****** account on March 27, 2025. We recommend checking your ****** account again to ensure that the transaction has been reflected on your end. Sometimes, these refunds can take a few business days to appear depending on ******* processing times.

  
  If you are still unable to locate the refund in your ****** account, we suggest contacting ****** directly for further clarification, as they may be able to provide more specific details on the transaction.

  
  Please don't hesitate to reach out if you need any assistance or have further questions. Were here to help and want to ensure this matter is resolved to your satisfaction.

  
  Best regards,

  Duluth Trading Company

• Initial Complaint

  Date:02/08/2025

  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.

  An order a place from Duluth was not fulfilled. I did a return to exchange items that didnt fit, and they lost the package, then foundit and said that they had a problem on their end and could not locate where the purchase was made because their accounting had issues with their computers and its been a month now and they cannot figure out whats going on and I have not received my clothes. I have emails anddocuments to prove this. This is the worst customer service experience Ive ever dealt with with them in 10 years, Ive never had an issue. I just want my money refunded now for the full order because they dont know what they owe me and I dont understand whats going on with them. Preferably would rather have a gift card sent for the full amount so I can go to the store in person and purchase clothes so thereisnt another mess up

  

  Business Response

  Date: 02/19/2025

  Dear *******-

  Thank you for reaching out to us regarding your complaint. We have thoroughly reviewed the details surrounding your order WEB30488203, and we would like to provide clarification and a resolution to the matter.

  Order Breakdown:
  Original order total: $328.33
  Amount paid by customer: $90.70
  Balance due to ********************** (DTC): $237.63

  Upon investigation, we found that there was an issue with one of the returns associated with this order. A return was processed via ****** with tracking number ************, and the package was received by ***. However, due to an internal processing error, the return was not correctly recorded in our system, and therefore, the refund for the returned items was not applied to your account.

  The value of this return, including tax, is $127.39, and we owe you that amount.
  Additionally, we noticed that another return (RTN-********) was processed in our system and a refund of $86.29 was applied to your account. However, this refund was mistakenly applied to your balance due on the order instead of being tied to the missing Narvar return.

  Current Status:
  Amount originally owed to DTC: $328.33
  Paid by customer: $90.70
  Balance due to DTC: $237.63
  Refund from return RTN-********: -$86.29
  Remaining balance after refund: $151.34
  Amount due for the missing Narvar return: $41.10
  Final balance due to DTC: $110.24

  Resolution:
  We kindly request that you confirm that you did not receive the full refund for the order total of $328.33. If you acknowledge that the balance of $237.63 is still outstanding, and upon payment of this amount, we will proceed with the following:
  Release the replacement order (SO059259902) to you.
  Issue a refund of $41.10 for the missing Narvar return, which will be applied to your account once payment is received.
  

  We apologize for any confusion and inconvenience caused by this situation. We are committed to resolving this matter promptly and ensuring that you are fully satisfied with your experience.

  Please let us know if you have any questions, and once we receive your confirmation and payment for the remaining balance, we will move forward with the necessary actions.
  Thank you for your attention to this matter.  Please reach out to ********************************** on how you wish to proceed and we will be happy to have this resolved as quickly as possible.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 

  this is being drawn out way too far. My orders have disappeared off of your website. I returned the rest of the belongings in store and bought new clothing, and I was supposed to have the situation fixed after I went to the physical location and handled it and now I have no clothes I returned everything and all of my orders have disappeared off your site now except the purchase I made in-store and the two jackets I am out over $300. All I want is a in-store credit to satisfy my payment. Im not wanting any money back. I just want my clothes. Ive been ordering clothes from Duluth trading company for 10 years and never had a problem until here recently, and they admitted they had an issue. They cant even tell me why I am being ripped off.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 03/07/2025

  Dear *******:

  First, I want to sincerely thank you for your continued patience as we work to resolve the issues surrounding your order. I understand how frustrating this situation has been, and we deeply apologize for the inconvenience caused.
  
  After thoroughly reviewing the details of your case and confirming with our accounting team, we have determined that there is an outstanding balance of $151.34 on your order. The original order total was $328.33, and after applying the $90.70 payment from ******, a balance of $237.63 remained.
  
  The cancelled exchange for the amount of $86.29 was applied to the balance owed, leaving a balance due of $151.34. Once this payment of $151.34 is made, your order will be paid in full.
  
  To help us move forward, I kindly ask that you verify with ****** that the full amount of $237.63 was paid for the order. If the payment was processed, please send us the Transaction ID receipt from ****** at ********************************** so we can confirm the payment on our end.
  
  Once we have received the full payment documentation for the $237.63 transaction, we will be happy to:
  
  Process the missing $41.10 refund for the Narvar return and apply it to your account.
  Release the replacement order SO059259902 for the items you are requesting.
  Address your request for an in-store credit, which will be issued once we confirm the payment.

  
  Additionally, I want to address the issue of orders disappearing from your account. This typically happens when orders are placed as a guest rather than while logged into your account. If you sign in when placing your orders, they will appear in your account, and you will be able to track them more easily moving forward.
  
  We genuinely appreciate your patience and understanding as we work through this. We are committed to resolving this issue as quickly and smoothly as possible, and we are here to help you every step of the way. If you have any questions or need further assistance, please dont hesitate to reach out to us.
  
  Thank you again for giving us the opportunity to resolve this for you. We truly value your business and look forward to getting this matter settled promptly.
  
  Kind regards,
  

  Duluth Trading Company Care Crew

• Initial Complaint

  Date:01/30/2025

  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.

  My husband placed an order at the end of November for a Christmas gift for me - it was two women's items. A pair of pants and a headband (Order WEB29289169). A week or so later, he received a shipment from Duluth with a pair of men's underwear, no other items were sent and there was no packing slip or other information. He sent an email to the company, which was never returned until over a month later once we filed a dispute with our credit card company (after Christmas). A few days later, he called (and waited on hold for over 2 hours) and spoke to a representative that assured him that the correct items were being sent; however, they would not be received until after Christmas. This is my first complaint - this was their mistake and with over 2 weeks before Christmas, they could have and should have sent the items overnight. The items never came. We waited until after Christmas, just in case they would still arrive, since the representative did tell him it would be after Christmas; however, the items never came. We filed a dispute with the credit card company, and only then did he receive a reply on the email sent over a month earlier. When he followed the instructions to call in regarding the order, he was once again assured the items would be shipped. We returned the pair of underwear that we received in error on 1/9/25. He received an email that the return was received but we STILL have not received the original order.

  

  Business Response

  Date: 02/05/2025

  Dear ****** -

  We sincerely apologize for the inconvenience and frustration youve experienced with your recent order. We understand how disappointing it must have been to wait for your Christmas gifts, only to receive the wrong items, and then face delays and poor communication. Please know that this is certainly not the experience we intend for our customers, and we deeply regret that we did not meet your expectations.

  We would like to assure you that we still have the items you originally ordered available as of today. However, since you filed a dispute with your financial institution, we are unable to fulfill the replacement order at this time. If you would be willing to remove the dispute with your financial institution, we will be more than happy to proceed with sending the correct items. Alternatively, if you prefer, we can place the order for you over the phone for a brand new order.

  To proceed, please contact our customer service team at **************, where a representative will assist you in resolving the issue and ensuring you receive your correct items.

  You can also expect an email from us through our Fan Help team, where we will gladly take your preferences into account and work with you to resolve this matter.
  Once again, we truly apologize for the inconvenience and the delays, and we appreciate your patience. We look forward to helping you get this resolved.

  Best regards,

  Duluth Trading Company

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have also replied to the email I received from Duluth with the following response:

  Thank you so much for this response. Due to the amount of time it takes for the dispute to be resolved (90 days), I am not willing to cancel the dispute. I am still waiting for that to be resolved so I can permanently have those funds returned to me so I can purchase something else. 
  
  As you can imagine, I do not have much trust that the correct items would be sent even if I did cancel the dispute. We have been told 3 times now that the correct items were being sent. I am; however, more than happy to cancel the dispute once I receive the items. 
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 02/12/2025

  
  Good morning, ******,

  Weve been waiting for your reply and recently reached out to you via email and phone to assist with resolving your concern. 

  We sincerely apologize for the error in your order #WEB29289169, where you received the wrong items. Due to high sales volumes, we are working diligently to process orders quickly. However, we recognize the need to slow down to ensure the correct items are shipped to the right person.

  We greatly appreciate your return, and weve processed the credits, applying them to your chargeback. The refund of $62.67 should already have been credited back to your **** card ending in 1747. Once a chargeback is processed, the funds are returned to the customer.

  As a token of appreciation, we would like to offer you a special discount: were happy to honor your original sales prices, plus an additional 10% off if you choose to place another order with us.

  Please feel free to contact us toll-free at ************, or respond to this email with any additional questions or concerns. We are available Monday through Saturday from 7:00 a.m. to 10:00 p.m. CST, and Sundays from 7:00 a.m. to 7:00 p.m. CST.

  We look forward to the opportunity to assist you.

  Best regards,

  Duluth Trading Company

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is now my third response with no change in reply from the company. Previously sent this message and replied with the same message to an email sent to my personal email;

   

  I have also replied to the email I received from Duluth with the following response:
  Thank you so much for this response. Due to the amount of time it takes for the dispute to be resolved (90 days), I am not willing to cancel the dispute. I am still waiting for that to be resolved so I can permanently have those funds returned to me so I can purchase something else. 
  
  As you can imagine, I do not have much trust that the correct items would be sent even if I did cancel the dispute. We have been told 3 times now that the correct items were being sent. I am; however, more than happy to cancel the dispute once I receive the items. 
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 02/13/2025

  Dear ******,

  Thank you for your response. We completely understand your concerns regarding the dispute and the time it takes for such matters to be resolved. We also understand the frustration this has caused.

  We want to reassure you that we are committed to resolving this issue. Unfortunately, as the chargeback has already been initiated, we no longer have the funds for the original purchase, and as a result, we typically do not ship exchanges for orders with an active chargeback. Additionally, the ***** Pattern Knit Holiday Headband is no longer in stock. However, to fulfill the remainder of your order, we have placed a new order for item ****** Women's Dry On The Fly Bootcut Pants. This order is in process, and you should receive the item soon with the order number SO059443830.

  Once you receive the new item, we kindly ask that you either contact customer service to arrange payment for it, or alternatively, remove the chargeback. If you choose to do so, we will ensure that a refund is issued for the headband.

  We greatly value your business and trust, and we are doing everything we can to make sure this situation is resolved to your satisfaction.

  Thank you, and please dont hesitate to reach out if you have any further questions or concerns.

  Regards,

  Duluth Trading Company

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate your efforts but this just makes things more difficult for me as I would need to call in to have you refund my card and/or delete my dispute and start another for the amount of the headband. Please just provide me with a return label and I will send the pants back, keep the disputed amount and take my business elsewhere.

  In the future, I would recommend, when there is an error (on the company's part, mind you) that you take the steps to correct the error immediately (overnight the correct items). This would save you much grief and lost customers.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 02/19/2025

  Dear Ms. ********************** you for your response to the BBB complaint. We understand your decision to maintain the chargeback with your credit card company. We sincerely apologize again for the errors with your order and the frustration this has caused.
  
  To ensure this matter is resolved as smoothly as possible, we have already emailed you a prepaid ***** return label for the pants (order SO059443830) and will do the following:
  Return the pants: Please return the pants to us using the prepaid ***** return label at your earliest convenience.

  Cooperate with Chargeback Investigation: We will fully cooperate with your credit card company during their chargeback investigation. We will provide them with all necessary information, including details of the original order, the incorrect shipment, your attempts to resolve the issue, and confirmation of the return shipment once received.

  We understand that this process may take some time, and we appreciate your patience. We are committed to learning from this experience and improving our processes to prevent similar situations in the future.

  Best regards,
  
  Duluth Trading Company

• Initial Complaint

  Date:01/23/2025

  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.

  I placed an order during their 50% off sale in nov/dec. my order came and a couple of item didnt fit so I did an exchange online and it arrived the end of December. I dont live near a store. It a state away but I took a road trip and went to return some stuff and purchase some stuff in store. The employee in store couldnt process my return in store because the order wasnt invoiced online even though it had been delivered. I contacted Duluth they agreed to refund me and sent me a refund for the shipping charges immediately. They told me that it would take two weeks after they receive my return to get the refund the item. I said fine. I contact them two weeks later and they tell me that they issued a credit onto my account, which isnot what I asked for and which is not what I was told. I was getting when I initially contacted them. I then reached out again and was told that they had to submit a return to the accounting department and it would take 24 to 4 hours. After that time had passed I reached out again and was told that that agent gave me the incorrect information and they were behind and they didnt know when I wouldbe getting my refund maybe sometime next week. At this point this has been a month-long process of trying to return an item because of mistakeson Duluth part and every step of the way. I understand that they had a lot of orders during the holidays, but I feel like Im being punished as acustomer and not given the level of customer service that I have been told im going to be given. At this point, all I want is a refund.

  

  Business Response

  Date: 02/03/2025

  Dear *******,

  We sincerely apologize for the delays youve experienced with your return and refund process. We completely understand your frustration, and we truly appreciate your patience throughout this situation.
  

  To resolve the issue, we have processed a refund back of $29.96 to your original form of payment today. You should see the refund reflect in your account within the next 2-3 business days.

  We deeply value you as a customer, and we are sorry for any inconvenience this has caused. If you have any further questions or need assistance, please dont hesitate to reach out.
  Thank you for your understanding.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 02/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:01/20/2025

  Type:Delivery 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.

  Order # WEB30562055 was placed on 01/11/2025. The package arrived damaged, and some items were missing: 3 Looking Sharp Boxer Briefs, 1 Hot *** ***** Briefs, and 2 Moose Fair Isle boxer briefs. I tried to resolve this with the customer service **** ****, but could not resolve it. Expecting a refund of $75.67.

  

  Business Response

  Date: 01/30/2025

  Dear ****,

  Thank you for reaching out to us, and we apologize for the inconvenience you experienced with your order #WEB30562055 placed on 01/11/2025. We understand how frustrating it must be to receive damaged items and missing products, and we sincerely regret that the situation was not resolved to your satisfaction initially.

  After reviewing your case, we understand that the order arrived damaged, and you reported missing items: 3 Looking Sharp Boxer Briefs, 1 Hot *** ***** Briefs, and 2 Moose Fair Isle Boxer Briefs. We regret that our customer service representative, ****, was unable to resolve the issue during your initial contact.

  We understand you opened a case with ****** regarding the refund, and based on the situation, we have already processed the refund of $75.67 directly to your ****** account. The refund was issued in accordance with our return and refund policies, and we have confirmed that the amount was successfully refunded via *******

  We value your feedback and will continue to review our processes to ensure we provide the best service moving forward. If you have any further questions or concerns, please feel free to reach out to us, and we would be happy to assist you.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ****