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

  13890 Cabela Pkwy Noblesville, IN 46060-6706

• 

  Duluth Trading Company

  18493 Hall Rd Macomb, MI 48044-4227

• 

  Duluth Trading Company

  18101 E Bass Pro Dr Independence, MO 64055

• 

  Duluth Trading Company

  35455 Chester Rd Avon, OH 44011-1256

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:01/07/2024

  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 ordered 4 items today on their website and the charge was put through for $66.74. As I checked my bank acct later on, I noticed as they shipped the items I'm being charged again individually. This is ridiculous. I told them I want the money returned back.

  

  Business Response

  Date: 01/08/2024

  We are sincerely sorry for the issues our customer has experienced. As is with most online businesses, we receive authorization only for the initial purchase and only charge the credit card once the item(s) ships.  We will reach out today with details regarding our customer's account.

  Thank you!

  Customer Answer

  Date: 01/08/2024

  [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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:01/04/2024

  Type:Delivery 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.

  12/02/23, I ordered 2 pairs of pants online, paid in full with PayPal.12/07/23, I received an email that part of my order had shipped (scheduled to arrive 12/13/23) and the other part was still "processing".The online chat feature has been unavailable for several weeks.I have called and waited on hold over 70 min, no rep ever answered.I have emailed repeatedly - zero response.I have called and left a call back number 2x, no calls received.I still have not received the 2nd pair of pants, and I need to return the pair I received (too big).I have spent at least 8 HOURS attempting to resolve the issue.

  

  Business Response

  Date: 01/22/2024

  We sincerely apologize for the issues our customer has faced. This is not normal procedure and we will reach out today to rectify.

  Thank you!

• Initial Complaint

  Date:01/04/2024

  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 Ordered from Duluth Trading ** on 12/28/23 a few items in their ******** advertised Clearance sale and never received a legit confirmation of order only the attached "Voucher" which immediately told me I was scammed. Evidently this was a copycat website. The website was still on ******** this morning I immediately closed my bank card and requested Duluth cancel the order and refund via email (I never heard back from them). I have tried to log into the website several times since then and only receive an invalid address.... The phone # is also not correct.I also requested a refund or stop transaction order from my Bank ****** ******************************************************************* ************ which they refused to do as well.I have also tried to email again the customer service people at ******************** and received no response and my last email was returned as mail unable to deliver.I would like to see a full return of my money $104.46 plus an additional $1.04 that was labelled as a ************************** Assessment.Thank you

  

  Business Response

  Date: 01/08/2024

  We are sincerely sorry for the issues our customer has experienced with a fraudulent site that is not Duluth Trading Company. We will reach out today to assist in the recovery process.

  Thank you!

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair 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.

  On 12/11/2023 I purchased two items from Duluth that were on sale. I used PayPal to pay for the order. The original total, with discounts was $63.69, however, $93.68 was charged. It looked as if the items were charged at full price plus shipping. Both items were on sale and shipping was supposed to be free. I thought it might have been a glitch from the website, however once the order is placed I was unable to cancel or modify. I called customer service and used the call back feature. I was never called back. I sent an email to customer service and received an email back a week later that didnt even address my question or fix the charge. Im seeking assistance in getting in touch with the company since I have not been able to reach them by phone or get a resolution for the incorrect charge by email.

  

  Business Response

  Date: 12/20/2023

  We are terribly sorry for the issues our customer has experienced with her order. We will investigate and reach out with our solution.

  Thank you!

• Initial Complaint

  Date:12/18/2023

  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.

  My woes started on November 20th, 2023 with a return of two pairs of pants. After waiting 2 weeks I called the to ask about my return. I was placed hold. An hour and forty minutes later someone answered The tele-clerk said that all returns on the 20th of November were still being processed and the Duluth Trading Company was over whelmed by orders coming in. I will hear from them soon. I waited five business days and called. This time I waited on hold two hours. So I did a call back and got a phone call five minutes later. This time the person said there was no record of my order. She put me on hold for 30 minutes and eventually we were disconnected. I put in for a call back. I talked to the same person. No apologies and she gets the wrong amount of my refund by less than half what I paid. She puts me on hold again for twenty five minutes and says I will get my refund. I asked All of it? She responded yes. This was a Tuesday. By Friday I got nervous and called in the evening. A different tele-operator said I only received less then half my refund. She would correct that and give me free return shipping for the h*** Duluth Trading Company has put me through. Four days later I looked on our bank account and still no action. I called again. Still no evidence of the return promised the Friday before so the very same day tele operator talked to her supervisor. This is the same person I have been dealing with from the beginning. We went over the amounts again!!!! Finally came to the amount I paid for the pants, but without the free return shipping. By then I was angry. She reassured me that she would reimburse the shipping. Finally five days later I received the amount for the clothes but not the shipping as promised. I have been a long time customer and will NEVER buy anything from them again. They are a broken company!

  

  Business Response

  Date: 12/19/2023

  Our sincere apologies for the unexplained issues our customer has faced. We will be reaching out today to rectify this and satisfy our customer.

  Thank you!

  Customer Answer

  Date: 12/19/2023

  [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:12/17/2023

  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.

  I have been trying to reach the company for days on what should be a simple matter. I was on the line for at least fifteen minutes before the call was terminated without being picked up (I did not hang up). I tried the option for receiving a call backthat was two days ago, still no call back. I sent an email with no response. I tried calling again today and chose the option for a call ******** see. I simply need to know the order number for an order I placed a couple of months ago that had seven or eight flannel shirts I intend to give as gifts. The shirts are fine, but in the event they do not fit apparently the recipient will need to know the order number. I foolishly did not keep it, thinking it would be an easy thing to find out. I understand that it is a busy time of year. I do not understand that a major retailer would not anticipate that and put more people on the phone lines. Can you help get Duluth to contact me? Thank you.

  

  Business Response

  Date: 12/17/2023

  We are sorry our customer has been trying to contact us during the busy season. We will reach out today and provide her requested information.

  Thank you!

  Customer Answer

  Date: 12/17/2023

  [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 regret that it took a BBB complaint, and I hope the company works on adding more customer service agents during the busy season. Thank you. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/17/2023

  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.

  This order was originally placed on 11/24/2023. I first contacted the seller on 12/07/2023 at 3:55PM to ask about the order as the item had a shipping label created but had not shipped. I spoke with **** in customer service, who did not know why it hadn't shipped, cancelled the original order (WEB24906408), and created a new order (SO047149357) with expedited shipping to make up for the original error.Shipping labels for both items in the order were created the next day, and one of the items, the ******* arrived on Monday, December 11, 2023, exactly on time according to the expedited shipping time (tracking 1Z4E37X50358501125). However the item I am disputing, the jacket, still has not shipped (tracking 1Z9Y13A20392261799).On Tuesday, 12/12/2023 I contact the seller again and spoke with ***** in customer service. ***** placed me on hold, contacted a supervisor, and then told me that because the shipping process had begun the order could not be refunded or cancelled, even though this expedited shipping was the result of the exact same thing that was now happening: a shipping label was created but the item did not ship.Since the items were given the same shipping speed and one of them arrived immediately, I am doubtful this item will ever arrive. The original order was placed ********************************************** Duluth's possession (the screenshot from **** on 2023-12-16 shows the date and time of *** tracking which shows *** still does not have the item). Because of this I want an immediate refund and cancellation of the unshipped items in this order.

  

  Business Response

  Date: 12/17/2023

  We are sincerely sorry for the issues our customer has experienced and we will be reaching out today to resolve!

  Thank you!

  Customer Answer

  Date: 12/18/2023

  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.
  
  It has been just over 24 hours since the business responded stating "we will be reaching out today to resolve," yet I have not been contacted by anyone at the business via email or phone, the package is still awaiting carrier pickup, and a refund has not been issued.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 12/18/2023

  We apologize for the delay in responding. We WILL be reaching out before 12 pm CST today.

  Thank you!

  Customer Answer

  Date: 12/18/2023

  [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:12/14/2023

  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.

  Transaction date 12/13/2023, was charged 2 times for one order. The correct order was for the amount of $131.71. Then was charged again for the amount of $113.53. I was purchasing men's underwear for an xmas gift. I would like to be refunded $113.53. I called the customer service number and was on hold for 1/2 the day when wait times said only 20mins. Live chat wasnt turned for online communication. Emailed customer service and have yet to receive a response. Also ******** messaged, no response. The correct order number is WEB25591297. I dont have an order number for the inaccurate charge.

  

  Business Response

  Date: 12/15/2023

  We are sincerely sorry for the experience our customer has had with us and we are researching and will reach out today with a resolution.

  Thank you!

  Customer Answer

  Date: 12/15/2023

  [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, since they said they would correct their error today by refunding me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/09/2023

  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.

  I placed an online order on 11/24/23. I received *********** items. I have emailed customer service on 12/5 with no response but an automated response to expect a reply in 24/48 hours- no reply received. I have called customer service and spent over 3 hours on hold between two calls to only be told both times I would get a call back the next day with an update and no call received. They will not provide me any updates on my merchandise or let me cancel order.

  

  Business Response

  Date: 12/10/2023

  We are very sorry to have disappointed our customer during this busy time of the year. We will reach out today to rectify her concerns!

  Thank you!

  Customer Answer

  Date: 12/10/2023

  [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:12/06/2023

  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 placed an order, with Duluth, on Saturday December 2nd and as of today, December 6th, the order has not been fulfilled (meaning it hasn't been picked by the warehouse). While this is quite long in the world of logistics fulfillment, it's not unheard of. I asked the vendor to cancel my order and refund my money since it had NOT been picked (from inventory yet) and they refused to. Instead, the instructed me to wait for the item to be shipped (whenever that is) and spend my own money to return it. I've since filed a claim with the credit card agency but would prefer that the vendor take action and cancel the order as requested.

  

  Business Response

  Date: 12/06/2023

  We are very sorry for the experience our customer has had and we will reach out today to make things right.

  Thank you!