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
- 145 total complaints in the last 3 years.
- 100 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:02/21/2023
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.
Placed an online order on Jan 27th 2023. **** said waiting on the transit to pick up. Got another email on 2/4 that was linked to my account but was not mine but when I emailed to find out about it the ** said someone has returned my items and purchased new ones in store. Thats why the email got linked to me. The money was returned to another card. I still havent got any items or a refund which I have proof of. I told them it sounds like an employee issue since they were returned before they even shipped and then credited to another account/card. They said they were sending it for investigation and I never heard anything else and *** sent other emails and they havent replied to them. I asked for manager to call me as I have the info from the email receipt that shows which sells rep and station this was done by, **************** well as the credit card number ending digits the money was out back on. No one ever called me, they just said theyd call if they needed more info. These are the order numbers: WEB21461879. Mine SO040051160. Not mine I will also attached the emails.
Business Response
Date: 02/22/2023
We are sincerely sorry for the issues our customer has experienced and we will rectify this asap with follow up to our customer.
Thank you!
Initial Complaint
Date:12/24/2022
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 had earlier bought some of their produccts and been happy. Went shopping two weeks ago on their web site and did not buy anything. But that apparently triggered they spam process. I requested no more contact but still get a solicitation just about every day. Never any response to my request to stop sending me emails. I will never use them again or recommend them because of their lack of respect for the customer!Business Response
Date: 01/02/2023
We are very sorry for our customer's issue in unsubscribing to our emails. We have taken care of him today and will reach out to let him know.
Thank you!
Initial Complaint
Date:12/23/2022
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 made a purchase from Duluth. It was supposed to be for store pickup but some how ended up as shipped to the store. I never received a email confirmation or anything so I though the order didn't go through. I made a different order, picked up what the store had and made yet another order for what they didn't to be delivered to me. I received ALL of the second order. Like I said I didn't realize the first order even took until I logged into my credit card and saw the purchase. I called and explained the situation and received a partial refund (my order was splint into two orders) and explanation that a email address didn't attach to the order and that's why I never received information on it. Between myself and my wife we have called at least 5 times trying to get the rest of the first order (that I never received) refunded. The first part for ***** was refunded. But the second part for ***** has never been and my wife and i are growing tired of wasting our time. We have been told it is being taken care of EVERYTIME we have called for the last month or more! This shouldn't be a issue like this. I am ready to return my second order as well because my time is worth something. I like the products but not the run around have gotten. Attached are screen shots of the charged and the ONE refund.Business Response
Date: 01/02/2023
We sincerely apologize for the issues our customer has experienced and we are reaching out to make this right.
Thank you.
Initial Complaint
Date:12/19/2022
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.
Ordered items with Duluth Trading on Nov 24, 2022. Never received product. Reached out to Duluth and they said my order couldnt be processed due to owing them money. Sent them proof through email that whatever balance I owed had been taken care months prior and they wont respond back that they made a mistake nor will they process my order. I would like for them to take accountability for their wrongdoing and process that order for me even the sale is no longer going and give me the items I bought for the cost at that time. I believe that is fair after their wrong doing. Thank youBusiness Response
Date: 12/20/2022
We are sorry our customer has had order issues and we will reach out today to assist!
Thank you!
Customer Answer
Date: 12/20/2022
[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 would still like my order fulfilled, please just as I ordered it and would like to make sure that the items received are the items ordered at the cost they were at that time.
Regards,
*******************************Business Response
Date: 12/20/2022
We are taking care of this customer today.
Thank you!
Customer Answer
Date: 12/20/2022
[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:12/19/2022
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 purchased a jacket not quite three years ago. The zipper never really worked right. The jacket is nice - I paid a lot of money for it. I took it to ******** and told them it never worked right and now I cannot get it to zip. The jacket is in perfect condition no wear and tear showing - I wear my North face when it gets really cold. This is a in between one. ******** said there is nothing they could do because it was over a year. I sent a note to ******* ****. customer service. They sent a *** label to send it to them but then stated if they decide the zipper is not defective per their standards, they will not exchange, refund OR return my jacket to me. I paid a lot of money for this jacket and they will not return it if they deem not a company defect? That is ridiculous. I suggest anyone who is thinking of purchasing from Duluth Trading not to.Business Response
Date: 12/19/2022
Hello, we are sincerely sorry for our customer's experience and we will be reaching out today to assist her with a resolution.
Thank you!
Customer Answer
Date: 12/20/2022
[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.
They said they will send a refund. I will add more if this is not done but I am glad they listened to me and will await the refund.
Regards,
***************************Initial Complaint
Date:12/14/2022
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 unsubscribed from their emails for weeks, but still receive ads via email.Business Response
Date: 12/15/2022
We are sincerely sorry for the issues our customer has experienced with emails and we will reach out today to make this right.
Thank you!
Customer Answer
Date: 12/15/2022
[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. This is the email i received from Duluth:
"Good Morning *******************,
We have received your notification to be unsubscribed from Duluth communications. We have successfully removed you from all future email notifications. Were sorry to hear you had an unsatisfactory experience attempting to get this done.
Our humble apologies for not being able to complete this sooner.
We look forward to the opportunity to assist you with any questions or concerns you may have.
Sincerely,
*********;
Customer Service Leadership
Ph: ************"
Regards,
***********************Initial Complaint
Date:12/11/2022
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 November 25, 2022 I ordered a hat and scarf from Duluth. I heard nothing for 3 weeks after that. They billed me and said there was a failure to process my order and that I could call to reorder and they would pay expedited shipping. I called, they put me on hold, then hung up. Im so over it.Business Response
Date: 12/12/2022
We are very sorry for the inconvenience our customer has experienced and we will reach out today to rectify this situation!
Thank you!
Initial Complaint
Date:11/22/2022
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 am a frequent online shopper and have never had the bad of an experience. I bought about $500 worth of merchandise. I ended up keeping about $75 worth of clothing. I have been refunded about half of what I should have been refunded at this point. I have had to talk to them on the phone 4 times and they have yet to figure out what went wrong. Their system of tracking orders and returns is completely confusing - I have never seen anything like it. I have spent hours trying to puzzle out what went wrong. They even sent me copies of all the invoices. They wanted me to go through them and figure out what happened. I just want to be refunded for the clothes I sent back.Business Response
Date: 11/23/2022
We are sincerely sorry for the apparent mistakes taken on our customer's refund and we will research today for a resolution.
Thank you!
Initial Complaint
Date:11/19/2022
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 currently own the Lifetime Leather convertible backpack/crossbody bag. It was purchased several years ago when Duluth Trading guaranteed their products in the No Bull Guaranteefor ANY reason, at ANY time, a product could be returned/exchanged. It was purchased under that guarantee umbrella. Unfortunately, the bag had, through normal occasional use, become completely dilapidated. The fabric of the interior pockets completely separated from the leather to which it was attached. Also, significant separation occurred in some of the leather stitching of the exterior of the bag. I contacted Duluth. The initial CS rep was kind and reassured that Duluth stands behind their products. He told me to send pictures of the issues to ******************************************* I received a pretty terse email response from Duluth stating: Our No Bull Guarantee is meant to cover product flaws and failures, not ordinary wear and tear. We cannot accept returns with these conditions regardless of when you made your purchase, even within the first year. This was NOT normal wear and tear! I own several bags (from other outdoor companies) that have been in use for decades and have not fallen apart as this bag has in such a short period of time (3 years of occasional use).A nearly $200 purse should NOT have fallen apart in the short amount of time it was in use!! Most importantly, Duluth Trading is lacking in integrity and refuses to stand behind its former commitment, which applied to THIS purse, regardless of the fact that their policy has changed since. It is bad practice that Duluth cares more about the almighty dollar than its moral agency to honor a commitment.Business Response
Date: 11/21/2022
We are very sorry our customer is unhappy with her purchase and we will reach out today to see how we can help!
Thank you!
Customer Answer
Date: 12/01/2022
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.
Consumer did hear from someone on 11/22/22, and was told that she would be receiving a replacement bag that would be sent 2 day air. The consumer still has not received the bag. Is there a way she could have a tracking number, or date of delivery?
Regards,
***********************Business Response
Date: 12/02/2022
We will research the shipment and reach out today with a resolution!
Thank you!
Customer Answer
Date: 12/16/2022
[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.Duluth has resolved the concern. I have received a replacement bag. Thank you SO much for the HUGE part BBB played in this ************** would not have happened without you!
Regards,
***********************Initial Complaint
Date:10/25/2022
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 ordered 6 pairs of Men's Armachillo Cooling Extra Long Boxer Briefs back in December 12,2021 and noticed the waist band was not sewn correctly. All the waist bands were all random. So I called and wrote them and they waisted my time to send them back for exchange and when they arrive the new ones were the same way. I call corporate and ask to speak with someone IN charge and was transferred to a woman's voice mail which apparently sent it over to the regular customer service and she never called, which then sent me the email I will attach below. So they make missed match waist bands and now say that is how they will continue to make them. REALLTY? But I guess finding out they are not who they appeared to be. Owned by a Chinese corporation!So let me get this right! Instead of the seam being in the middle of the back like every pair made by everyone else, you are selling them sewed on the side intentionally? I also had a request out to speak with a ************** which has not called me back. So by sewing the waist band on the side of them, I will never buy a single one from you again! I will be filling a BBB complaint shortly! *********************** From: Duluth Trading Company Support Sent: Monday, October 17, 2022 1:50 PM To: ********************** Subject: Seams on item #*****, Armachillo underwear Good Afternoon ******, We are reaching out to you today to let you know we received an answer regarding the seams being stitched differently on the waistband of item #*****, Men's Armachillo Cooling Extra Long Boxer Briefs. We apologize for any inconvenience this has caused. This change is in process and the seam will be stitched on the side of the waistband going forward on new shipments. Please contact **************** toll-free at ************ or email us at ****************************************** with any additional questions or concerns. **************** is available Monday through Friday from 7:00 am to 8:00 pm, Saturday and Sunday from 8:00 am toBusiness Response
Date: 10/26/2022
We are very sorry for the experience our customer has had with this issue. We will reach out today to help.
Thank you!
Customer Answer
Date: 10/26/2022
[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,
***********************
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