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

  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:01/17/2025

  Type:Customer Service 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.

  You guys called me to resolve my last complaint then put in the wrong address to send the merchandise too. Now the shirt is being returned to sender.I've been trying to get this shirt to my partner for 2 months now. I am really annoyed. At this point send me the shirt for free. This is ridiculous. Your customer service wait time is too long and when they do answer they say they can't help you...urg!

  

  Business Response

  Date: 01/27/2025

  Dear ***** -

  Thank you for reaching out to us again, and we sincerely apologize for the inconvenience youve experienced with your order and the ongoing issues you've faced. We completely understand your frustration, and its never our intention to cause any further stress.

  After reviewing your case, we did submit a replacement order for the shirt and took extra care to verify the shipping address to ensure there were no issues. However, according to the shipping information, the post office was unable to deliver the package, and it is being returned to sender.

  Unfortunately, the item you ordered is no longer in stock, and as a result, weve submitted a refund to your original form of payment. We genuinely wish we could have fulfilled your order as expected, and we truly appreciate your patience throughout this process.

  As an apology, weve placed a note on your account to offer you a 20% discount on your next order. We value your business and hope that youll consider giving us another chance in the future.

  Again, were sorry for the inconvenience this has caused, and we hope this resolves things to your satisfaction. If you have any further questions or concerns, please dont hesitate to reach out.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:01/15/2025

  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.

  I placed an order on November 27 2024 for to mens work jacket tops one tall XL another L Approximately a week after I received a package containing 3 sports bras I didnt order, I immediately called customer service and was given a pdf shipping label to return the items and told the correct items would be sent back, and they werent sent back I called several times with no answers from customer service as well as numerous emails, a few weeks later a new tracking number was issued, but no items attached to it. Then I received an email saying sorry, but we ran out of your items. We will issue a refund, which they never did. I finally spoke to a customer. Service agenttold me that they would issue me a refund, but the refund was never issued. I place a claim on on ****** Duluth response was attaching the tracking number of an item never received.

  

  Business Response

  Date: 01/27/2025

  Dear ********* -

  Thank you for your patience, and we sincerely apologize for the ongoing issues with your order. We understand how frustrating this situation has been for you, and we want to address the concerns you've raised.

  After reviewing your case, we can confirm that the chargeback you initiated through ****** for the amount of $55.18 (WEB29301602) was settled on January 21, 2025. This means that ****** has reviewed your case and processed the chargeback on your behalf.

  We deeply regret the confusion and inconvenience caused by the initial incorrect items, the delay in processing your order, and the lack of communication. Please know that this is not the experience we want our customers to have, and we are actively working to improve our service.

  If there is anything else we can assist you with or if you have further questions, please dont hesitate to reach out. We appreciate your understanding and hope to have the opportunity to serve you better in the future.

  Best regards,

  Duluth Trading Company

• Initial Complaint

  Date:01/15/2025

  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.

  On-line purchase early morning of 12-9-24. Multiple telephone calls were made inquiring when order would be shipped, While employees were nice on the phone, one employee explained they had experienced multiple delays in labeling and shipping that last well over a few weeks. I needed the boots for a trip that I was departing on 12-21-24. I would have paid for express shipping but was assured the order would be out soon. Updates only came when I continued to complain. For shipping notification was sent to me on 12-18-24, multiple holdups followed with delivery finally occurring on 12-30-24, long after I had left town. I have left two additional messages, with confirmation received that they had received and would respond within a few days. Those emails were sent out by me to the company on 12-18-24 and on 01-07-25. I never received a response to either email. Duluth sent a general apology out on 01-07-25 to all their customers because of extreme delay in shipping out orders. This issue could have been remedy for faster shipping method, if an employee would have taken the initiative. My understanding was the company would not allow those answering the phone to offer faster service. They chose the snail mail which was the fault of Duluth Trading because they were aware of the problem before many orders had been made. If their phone calls are truly recorded, they should have no problem finding my dozens of phone calls made and hours of hold I was placed on in order to speak to a human being. This company failed their customers and could careless how inconvenience they put on their customers especially when they advertised that you had so long in order to make delivery by Christmas.

  

  Business Response

  Date: 01/27/2025

  Good afternoon -

  In hopes to resolve this issue, we have reached out to ****** via email and we will wait for a response.

  Good Afternoon, ****** -
  
  We truly apologize for the inconvenience and frustration you've experienced with your recent order. We understand how important it was for you to receive the boots before your trip, and we deeply regret that we were unable to meet that expectation. The delays in shipping and the lack of proactive communication are certainly not up to the standards we strive for, and we are sincerely sorry for the negative experience.
  
  As mentioned in our earlier communication on December 16, 2024, we offered a 20% discount on your next order as a token of our appreciation for your understanding during this time. Additionally, to further apologize for the trouble, we can offer a Customer Satisfaction gift card, should that be preferable.
  
  If you feel there is anything further we can do to make this right, please dont hesitate to reach out. We truly value your business and hope to serve you better in the future.
  
  Once again, we apologize for the frustration and any inconvenience caused. 
  
  Please contact us toll-free at ************ or respond to this email with any additional questions or concerns.  We're available Monday through Saturday from 7:00 a.m. - 10:00 p.m. CST and Sundays from 7:00 a.m. - 7:00 p.m.
  
  We look forward to the opportunity to assist you.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising 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 the end of November, 2024. An item was missing so I sent them an email around December 12th or so with the order number and which item was missing. I asked to either be refunded the amount of the item or have a replacement sent. The company sent a confirmation email back saying they had received my email and would get back within 4 days. Never heard from them again.

  

  Business Response

  Date: 01/17/2025

  Good evening ********,
  
  Thank you for your recent email and for bringing your concern to our attention through the BBB complaint. We sincerely apologize that you have not yet received your ***** Big A** Brick Oh, Fudge! soap.
  
  We are happy to send a replacement for this item at no additional cost to you. A new order has been processed, and the replacement order number is SO058945340. You should receive a confirmation email shortly. Please note that you will not be charged again; the dollar amount shown is simply the value of the replacement order. The package is expected to arrive in approximately 5-7 business days once it leaves our warehouse.
  
  Also, please disregard any auto-generated return emails once this process is complete.
  
  If you have any additional questions or concerns, please feel free to contact us toll-free at ************ or simply reply to this email.

  We truly apologize for any inconvenience this may have caused, and we appreciate your understanding as we work to resolve this for you.

  Best regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/17/2025

  [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:01/09/2025

  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.

  Order placed on 12/2 during 50% off sale. I purchased wrong sizes/items and asked for order cancellation on 12/9-12/10 due to this. They refused via online chat and said I could return and receive refund.On 12/12 my order arrived at my local store. The name was mine on order, but it shipped to store by mistake. When placing order the store address defaulted by accident when it should have been my address. It did this automatically. The store had issues on 12/14 finding my order because of this and said my name was not on the shipment. They found my order and initiated return on 12/14 with customer service as they were unable to do it in store. They said refund would be received within 3-5 business days. I never received it. On 12/31 I spoke to an agent on live chat that stated the initial 12/14 return was not initiated correctly (according to the accounting department). They said I would receive refund on 1/7/2025. I never received it. I contacted a live chat agent again on 1/7 that stated they would have the accounting department call me to resolve this. It is now 1/9 and I have not received the phone call or the refund. I stated to the agent I would be placing a complaint if it was not resolved. It has not been resolved and Duluth Trading Co has now held my money for items, that never left the store once they were received, for close to 4 weeks since initial return and refund was placed. I would like to receive my $236 money back for returned items as soon as possible. The initial order was placed through ****** with a credit card.

  

  Business Response

  Date: 01/22/2025

  Good Afternoon -

  We have reached out to this customer via email today in hopes we can resolve this matter.  Please see the email below:

  Good Afternoon, *******-
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with your order and the delay in receiving your refund. We understand how frustrating this situation has been for you.
  
  After reviewing your case, we found that a return was initiated for your order, but our records indicate that the refund has not been processed through ******. Unfortunately, we are unable to issue a refund directly due to a pre-chargeback that was initiated through ****** for this transaction. In order for us to proceed with the refund, we kindly request that you remove the pre-chargeback with PayPal.
  
  Once the pre-chargeback is resolved, we will be able to process your refund. Please respond to this email once this is done with ****** and we can start this process immediately. 
  
  Again, we sincerely apologize for the inconvenience and confusion this has caused. We are committed to resolving this issue as quickly as possible and appreciate your understanding in this matter.
  
  Please contact us toll-free at ************ or respond to this email with any additional questions or concerns.  We're available Monday through Saturday from 7:00 a.m. - 10:00 p.m. CST and Sundays from 7:00 a.m. - 7:00 p.m.
  
  We look forward to the opportunity to assist you.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:01/08/2025

  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.

  I placed an online order with Duluth Trading on 12/28/24 at 9:41 am. This order was paid for and charged to my card on the same day. I did receive a confirmation for the order, the number was WEB30446856. That email stated that I would be sent tracing information when the order shipped.I have since gone out to the web to try and track this order since I haven't received any shipment information or tracking info. When I input my information into the system, it shows that my account does not have any order. I did go out by phone to an actual store and they were showing the info on my order but could not give me any further info. I do not know if this order is still in process or if it has been lost in "lala land". I have tried using the online chat (again even today) and that usually times out because of no response. I am presently on hold with the 866 number (for which I have been on hold for almost 20 minutes) waiting to try and get some info. If they are unable to process my order, I want my money back. They should have at least waited until it was shipped to process the charge on my card. The order was only for $49.31 which is small compared to some of the complaints that I have seen here, but it is still $49.31 and EXTREMELY poor customer service. For everything that ******************** was, it sure is not that way now.

  

  Business Response

  Date: 01/17/2025

  Hello!

  We have responded to ***** via email to ensure she received her package.

  Dear ***** -

  Thank you for reaching out, and we sincerely apologize for the frustration youve experienced with your order. We understand the confusion surrounding your tracking information, and we regret the inconvenience this has caused.

  After reviewing your case, we confirmed that we provided you with the tracking number ********************************48 during our phone conversation on 01/08. According to the tracking, your package was delivered on 01/09 via FedEx.

  Could you please confirm if you have received your package? If not, please let us know, and we will assist you in resolving this issue.

  We apologize for the delay in providing tracking details and for the challenges you experienced with our customer support. Your feedback is important to us, and we will work to improve our communication moving forward.

  Thank you for your understanding, and we appreciate your continued support. Please feel free to reach out if you need further assistance.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/17/2025

  [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:01/06/2025

  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.

  I placed the order on 11/27. Most of the order arrived but I am still waiting on the shorts and hoodie. I have tried reaching out to customer support multiple times but have run out of time or the chat just disconnects before I am able to get an agent. I have also tried reaching out via ******** and email. I love the products but the lack of customer service is very disappointing.

  

  Business Response

  Date: 01/17/2025

  We have responded to ***** via email today.  Please see below:

   

  Good afternoon, ***** -
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration you've experienced. We understand that you placed an order on 11/27, and while most of your items arrived, you have been waiting for the shorts and hoodie. You mentioned that you made multiple attempts to contact customer support but were unable to reach an agent, and that you also tried to reach us via ******** and email without success. We truly regret the inconvenience this has caused, and we appreciate your patience in this matter.
  
  After reviewing your case, we can confirm that we processed a full refund for your hoodie to the original card used for the purchase on 01/08. Additionally, the Men's DuluthFlex Dry on the Fly Relaxed Fit 11" Cargo Shorts were canceled because they were out of stock at the time of your order. Unfortunately, this item is now discontinued, and as a result, you were never charged for it. We sincerely apologize for any disappointment this may have caused.
  
  Please contact us toll-free at ************ or respond to this email with any additional questions or concerns.  We're available Monday through Saturday from 7:00 a.m. - 10:00 p.m. CST and Sundays from 7:00 a.m. - 7:00 p.m.
  
  We truly value your feedback and are grateful for your understanding as we worked to resolve this issue. Please dont hesitate to reach out if you have any further questions or concerns. We're always here to assist you.

  Kind regards -

  Duluth Trading Company

• Initial Complaint

  Date:01/04/2025

  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.

  Purchased items on December 11. Received package on Dec 16 with different items inside. Contacted customer service via email (phone and chat unresponsive) on Dec 16 for exchange / refund. No response. Dec 31 filed complaint with *************. Merchant responded to ****** Jan 4 agreeing to refund ONLY if I ship back the items that I did not receive at my own expense (which would cost more than the original purchase amount of $15.09). Merchant shipped item in error and should provide return shipping label (I'm willing to return the items, just not lose money because the merchant sent me the wrong items).****** refused to intercede and request Duluth Trading Company to update that the I return the items I received (rather than the impossible task of returning the ones I did not), and refused to ask Duluth Trading to provide a shipping label for the return.When I purchase an item, I expect to receive that item. If I do not (mistakes are made), then the items are exchanged or refunded without additional costs required.

  

  Business Response

  Date: 01/16/2025

  We have contacted the customer via email to discuss and determine the best solution for their concerns.

   

  Hello ****** - 
  
  Thank you for your feedback regarding your recent experience with Duluth Trading Company. We sincerely apologize for the mix-up with your order and understand your frustration. We aim to provide the best possible service, and its clear that we missed the **** on this occasion.

  After reviewing your complaint, we would like to offer the following resolution:
  We will honor a full refund for your purchase, and we will provide a free return shipping label for the incorrect items you received. You will not be responsible for any return shipping costs.
  Alternatively, we can arrange to send you the correct items free of charge if you prefer a replacement.
  We recognize that mistakes happen, and it is our responsibility to make things right for our customers. We appreciate your patience and are committed to resolving this matter to your satisfaction.
  
  Please let us know your preferred course of action, and we will arrange for either the return label or the replacement, depending on your choice. Once again, we apologize for the inconvenience caused and look forward to resolving this issue promptly.
  
  Please contact us toll-free at ************ or respond to this email with any additional questions or concerns.  We're available Monday through Saturday from 7:00 a.m. - 10:00 p.m. CST and Sundays from 7:00 a.m. - 7:00 p.m.
  
  We look forward to the opportunity to assist you.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:12/31/2024

  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.

  Ordered 3 seperate orders 1st order after 2 weeks says awaiting item on tracking,2nd order says due a cetain date but it say delivery wed dec 31 the date is a day off 3rd order who knows ! Tried several times got through once was told 1 order will be there monday no dice cant use chat tired of the old song and dance we are so busy thats not my problem i want what i orderedyou are quick to take my money but cant deliver i dont want a refund i want what i ordered in a timeley manor and i dont like being lied to!

  

  Business Response

  Date: 01/13/2025

  Dear *****,

  Thank you for reaching out. We apologize for the frustration caused by the delays with your orders. After reviewing, we can confirm all three orders were delivered as follows:

  Order WEB30334140 Delivered January 3rd (Tracking: 9400111899561991159156)
  Order WEB30420783 Delivered January 3rd (Tracking: 1LSCXOR004EI2Z4)
  Order WEB30428240 Delivered January 7th (Tracking: 9631091460203125019300283932949340)

  Could you please confirm if all packages have been received? If there are any issues, wed be happy to assist you further.

  
  We understand the inconvenience caused by delivery delays and tracking discrepancies, and we appreciate your patience. Were also working to improve our customer support response times.

  Thank you for your understanding.

  Kind regards, 

  Duluth Trading Company

• Initial Complaint

  Date:12/30/2024

  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.

  I placed an order on November 27 2024 that stated 4-7 business days. Tracking showed that it was dropped off at **** and now the message Im getting is order tracking number cannot be found. ???

  

  Business Response

  Date: 01/10/2025

  Dear *******,

  Thank you for bringing this to our attention. We greatly appreciate the information you provided and apologize for any inconvenience this may have caused. Unfortunately, we are unable to locate your order in our system. Upon reviewing the screenshots, we noticed that the company listed is ***********, and we are not affiliated with that company. Our order numbers typically begin with "WEB" or "SO," and the order number you provided does not match any records from Duluth Trading Company.

  We recommend reviewing your financial statement to confirm the merchant of record. If the transaction is listed under a merchant other than Duluth Trading Company, we advise contacting your credit card company to dispute the charge. If needed, they may follow up with us to help resolve this matter.

  Again, thank you for reaching out to us. Weve forwarded this information to our management team for further investigation. Please dont hesitate to contact us if you have any additional questions or concerns.

  Sincerely,

  Duluth Trading Company