Complaints
This profile includes complaints for Duluth Trading Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 146 total complaints in the last 3 years.
- 101 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2024
Type: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.
Release of funds being held for an order that did not process.
Business Response
Date: 12/14/2024
We are extremely sorry for the issues this holiday season has brought. We are working hard around the clock to ensure our customers are cared for. This order, unfortunately, will be delayed delivery after Christmas.
Thank you.
Initial Complaint
Date:12/02/2024
Type: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 reached out to the company via email (twice), chat, called several times waiting for at least an hour for someone to answer. Even called the headquarters but no one would pick up and left a voicemail with no response. Just trying to figure why I have been charged multiple times for my order total plus individual pieces of clothing. The worst customer service it is to the point I feel this company is a scam.Business Response
Date: 12/14/2024
We are very sorry for the issues our customer has experienced. We see they did connect with a representative who explained the Credit Card Authorization vs. charges on the account.
Thank you.
Customer Answer
Date: 12/14/2024
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.
Yes, the representative did explain the process but your company still held up my money plus took out amounts with every shipment and by some miracle the next day after I called the hold on the total was gone. Then my second to last shipment was delivered about a week later. Here is the fun part in all of my experience with this company. A regular unmarked mini van not a company vehicle but a personal vehicle shows up at my house. The person delivering the package is holding the box together to keep the items from falling out, sets the package on my porch, my husband picks it up, and all the items fall out. Neither side of the box taped properly allowing items to either fall out of the bottom or top. What would have happened if I was missing items, I dont see the company making it an easy process. My last item either showed up a couple of days later or the following week. This company has poor business practices for many reasons. But putting a hold on over a ****** total then continuing to take out smaller transactions over a period of a week is unacceptable. People do not have extra money not just including myself to hold up money they might need to live on. I cant put myself through the stress of ordering from this company again. The only resolution I can see happening is the company to admit they have poor business practices and need to change. I have researched the company and I am not the only one who add issues with the company putting a hold on the total transaction. Then proceeded to take out little transactions over a period of time. Do better Duluth Trading Company.
Regards,
*** ****Business Response
Date: 12/16/2024
We are extremely sorry for the unprecedented holiday season and the issues it has provide our customers. We are doing our very best to handle each customer with care and working around the clock to ensure they are cared for. I will certainly share the feedback regarding the Authorization vs. charges, to our senior management for review.
Thank you.
Customer Answer
Date: 12/16/2024
[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. Not crazy about accepting it because they have the same complaints throughout the year. But I just dont want to go back and forth anymore.
Regards,
*** ****Initial Complaint
Date:12/02/2024
Type: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.
Duluth trading sent an advertisement email for Cyber Monday claiming 50% off store wide3 plus free shipping without a minimum order. I placed at order for approximately $84 of product and paid via ******. My receipt from ****** showed that Duluth charged me $13.99 for shipping. To me that constitutes false advertisement. I have made several attempts to contact duluth. 3 phone calls waiting 30 minutes on hold for each without any one answering. I tried the live chat twice and it stopped with "Let me get someone" and no one ever shows up. I have sent an email with a canned response of wait 24 to 48 hours. I want the shipping refunded and an apology from Duluth Trading.Business Response
Date: 12/14/2024
We are extremely sorry for the issues this holiday season has brought. We are working hard around the clock to ensure our customers are cared for. Our records indicate the shipping was refunded on this order.
Thank you!
Customer Answer
Date: 12/14/2024
[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. I however do not accept the excuse of the holiday season. It is my opinion that Duluth Trading company is deceptive to its customers and makes it very difficult for customers to try and resolve issues.
Regards,
****** *******Initial Complaint
Date:11/26/2024
Type: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 place an order on your website. With previous orders, they were delivered by ****. When I checked my tracking information, I noticed my package was going to be delivered by OnTrac. Upon checking my surveillance after delivery, the driver threw the package on my porch. Nothing was damaged, but wanted to make you aware of the situation.OnTrac has delivered other packages (from other businesses) to my residence in the same manor, but throwing them on the front porch.If you research yourself via ******, you will see that customers have had issues with OnTrac.I want to know how Duluth plans on correcting this in the future and what options I have to not have my orders delivered by ******, the worst delivery company I've experienced.Business Response
Date: 12/11/2024
We are sincerely sorry for the delivery issues. We will definitely provide our carrier with this feedback. Thank you!Initial Complaint
Date:09/28/2024
Type: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.
Hello!Reached out to Duluth Trading Company via email about a bait-and-switch promotional event on the evening of 9/23 at one of their stores. Oddly, I received a customer experience survey earlier this week about my email experience...which is ironic because no one actually even responded to my email yet. What a series of odd experiences at DTC...My original email:My family and I stopped by the ***********, ** location based on the ad for the VIP event at around 5:15pm CST on 9/23. Unfortunately, after looking around; we didnt quite find anything interesting to pick up today. But we inquire about the promotion when we left regarding the + a FREE Silipint for showing up!; however, the employees at the register told us we were required to make a purchase in order to qualify for the free Silipint. This was not quite what the email promotion advertised and just wanted to forward this issue to you ********** of the email received attached.Initial Complaint
Date:09/17/2024
Type: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 bought a big purse or tote bag, not even a year ago. The only thing I have ever purchased at that store. The only time I have been in a duluth store was to buy the bag. Now I am trying to get them to fix the stitching but are refusing because they can not find my purchase. This is the most I have ever spent on a purse, and I love it just want it to last longer.Business Response
Date: 09/18/2024
We are sincerely sorry for the experience our customer has had with us and we will be reaching out to find a solution to help!
Thank you!
Initial Complaint
Date:09/05/2024
Type: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 purchased 4 pairs of there boxer briefs and the are uncomfortable. I purchased them from ****** and they no longer carry said item. Please replace all pairs with softer materials.Business Response
Date: 09/06/2024
We apologize for the issues our customer has experienced. We will be reaching out today to make things right.
Thank you!
Initial Complaint
Date:08/13/2024
Type: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.
They lied to me from the start on delivery of my order. And then after they shipped it you could not track it. After 10 days they lied again where it was at. Great products but I am 3 hours from a store. I will not buy again from a company that lies to me. I can get this from Amazon. Then they wonder why they wonder why they go out of business.Business Response
Date: 08/14/2024
We are sincerely sorry for the issues related to delivery of our customer's order. We will reach out today and make things right!
Thank you!
Initial Complaint
Date:08/02/2024
Type: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 ordered from Duluth Trading Co. Outlet online. It was on 6/16/24. I still have not received my package. tracking info: ***********************************************Business Response
Date: 08/02/2024
We are terribly sorry but this is not our website. Our customer has been a victim of fraud and will need to contact her financial institution for restitution.
We have reported and had this site removed as it is fraudulent.
Thank you!
Initial Complaint
Date:06/20/2024
Type: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.
On 6/14/24 I first contacted Duluth Trading company - I sent screenshots that showed the website initially showed me sale prices of $11.70, $13.65 and $14.70 for pairs of their Buck Naked, Free Range, and Dang Soft mens underwear, but then randomly switched back to full price without warning. They responded with a generic message about apologies, the sales prices are correct but sometimes the price reverts to full price. You can try clearing your cookies or call us to order.Though this is an incredibly unsatisfying and inexplicable response, I tried yet again. Yet again, I was shown discounted prices that randomly reverted to full price. I responded to their email on 6/18 expressing my frustration and asking if there was anything else I could do to get those prices other than spending time to call in and have to dictate my order on the phone. I got the *same exact response back from them, word for word, from supposedly a different customer service agent.This is the first time I have tried purchasing from Duluth - it is ridiculous that I have to almost beg for yall to take my money. Its also annoying, as I had an Amex offer of $25 cash back if I spent $100 at Duluth and an additional 15% promo code, which are both now expired.Business Response
Date: 06/20/2024
We sincerely apologize for the issues our customer has experienced and we will reach out today to help!
Thank you!
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