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.

close

Find a Location

Duluth Trading Company has 67 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/29/2024

  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 have been trying to get a hold of duluth for 3 weeks now! by chat and phone, email and cannot get through. Ive waited up to 45 mins each day and cant get anyone so hoping this works.???? I placed an order on December 1st. I received NO order confirmation BUT ALSO NO charge/pending charge to my credit card. I waited 7 days and nothing. I checked w The credit card company and they confirmed no charge. December 7th I placed a second order. I used a different credit card and immediately got a pending charge, but did not receive an order confirmation. However, with this second order placed, I did receive a shipping confirmation and then my order arrived. I thought everythings fine but then all the sudden that first order I placed on December 1st shows up and finally after I received this order in hand, it charged to my credit card. So in conclusion, I do not want the second order and I like to send it back free of charge please. Since I received no emails, I did figure out how to go onto your website make an account and view my orders, so, order number one placed on December 1 is WEB29748989 Order number two placed on December 7 is WEB ********.

  

  Business Response

  Date: 01/10/2025

  Dear ******** -

  Thank you for reaching out to us, and we sincerely apologize for the inconvenience youve experienced with your orders. We understand the frustration this situation has caused, and we appreciate your patience as we work to resolve it.

  Regarding your second order (WEB30074215) placed on December 7th, we have processed a refund of $72.40, which has been credited back to your **** card ending in 7891. Please allow 1-2 business days for the refund to be fully processed and reflected on your account.

  Additionally, we are happy to confirm that we will be accepting the return of the following items from order WEB30074215:
  Men's Armachillo Cooling Pattern Boxer Briefs (XLG, FLL)
  Men's Strongarm Crew Sweater (XLG, REG, TWB)
  Women's Armachillo Seamless Bra (XLG, LBK)
  

  As part of the return process, we will be sending you a free ***** return label to your personal email address at ******************** Please check your inbox for the label and follow the instructions for returning the items.

  If you need any further assistance or have additional questions, please dont hesitate to contact us.

  We apologize again for the challenges youve faced in reaching us, and we appreciate you working with us to resolve this matter. Thank you for being a valued customer.
  

  Sincerely,

  **********************

  Customer Answer

  Date: 01/13/2025

  [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.  I am respectfully responding, however, I have not received the credit back yet that was stated! so I wanted to note here that if credit is not received by the end of the month, I will have to reopen another complaint. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:12/29/2024

  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.

  I placed an order on 12/8/24 for two long sleeve shirts from Duluth Trading Companys website. I received no information as to if the order was shipped. I wrote customer service on 12/13/24 and did not receive a response. I attempted to call and was on hold for an hour and was hung up on. On 12/19/24 I received an email saying the package was shipped and would arrive on 12/24/24. I received a tracking number and nothing arrived on 12/24/24. The tracking stated it was delayed and they would update me when the package started to move. It is 12/28/24 and the package is still delayed with no update. I tried to call Duluth customer service again and attempted to use the chat feature and received no response on either. I believe this company is a scam. I asked to cancel my order twice and I was ignored.

  

  Business Response

  Date: 01/10/2025

  Dear *******,

  Thank you for bringing this issue to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused. We understand the importance of timely updates and delivery, and we regret that your experience did not meet the standards you rightfully expect from us.

  After reviewing your order, it appears that the package was delayed in transit and ultimately lost. We understand how disappointing this must be, especially given the lack of communication from our customer service team. We sincerely apologize for the delays and the inconvenience you encountered while attempting to resolve the matter.

  We were notified of the chargeback for the full amount of the order on 12/30/24, and as a result, the refund has been processed through that claim. You should see the funds reflected in your account soon.

  We apologize for the lack of responsiveness you experienced when trying to cancel your order, and we will work to improve our communication channels to better serve our customers in the future.

  Thank you for your patience and understanding. We regret that your experience with us was not a positive one and hope to have the opportunity to serve you again in the future.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/11/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/28/2024

  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 order on 11/28/2024 with an estimated delivery date of 12/5/2024. Order # WEB29361374 My order was broken up into 2 shipments. I received one shipment that was one pair of jeans and the other two items were in a separate package handled by *****. The tracking number provided is ********************. The tracking shows item exception. I contacted fed ex and they say that means the package was undeliverable and it could be for a number of reasons to reach out to the seller. Which I have done on several occasions and I get no reply. I am only asking for the items I have already paid for or refund if not available and nothing more.

  

  Business Response

  Date: 01/10/2025

  Dear *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused. We understand how important it is to receive your orders in a timely and complete manner.

  Upon reviewing the issue, we have confirmed that one of the items from your order was lost during shipment with ****** We understand that this delay has caused unnecessary confusion and have made every effort to assist in tracking down the missing package. Unfortunately, after contacting ****** we were notified that the package was undeliverable and that the items are now out of stock.

  We want to assure you that we take this matter seriously. As a result, we have already processed a full refund through ****** for the items that could not be delivered. You should see this refund reflected in your ****** account within 1-2 business days.

  Again, we apologize for the inconvenience caused and appreciate your patience as we worked through this issue. If there is anything further we can assist you with, please dont hesitate to reach out.

  Thank you for your understanding.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/11/2025

  [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.  It is unfortunate that a third party had to become involved in order to do the right thing. I did receive a refund for 1 cent less than the amount paid but I am not going to continue to dispute over a *****. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:12/28/2024

  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.

  ordered an item but later find a better available price with promotion. contact the agent, the agent cannot help me to apply the promotion code but the agent admit I should have this better price. She just does not know how to do it

  

  Business Response

  Date: 01/07/2025

  Dear Hang,

  Thank you for reaching out and sharing your concerns with us. We truly value our customers and appreciate the opportunity to address your issue.

  Upon reviewing your order, we see that a 20% discount was successfully applied at the time of purchase using a promotion code. We understand your desire for an additional discount, but we want to clarify that we do not honor discounts from third-party sites or combine promotions. Our policy allows for only one promotion per order.

  We work hard to offer strong promotions multiple times a year, including on our best-selling items, often with substantial price breaks. However, as part of our standard practice, these promotional offers cannot be combined with other discounts.

  We understand this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience this may cause. We remain committed to offering high-quality products and competitive pricing, and we hope that our future promotions will meet your expectations.

  If you have any further questions or if there is anything else we can assist you with, please dont hesitate to contact us. We value your business and hope to continue serving you.

  Best regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/07/2025

  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.
  
  the two promotion codes can be applied at the same time. The agent online waste my time,.
  
  Regards,
  
  Hang Yin

  

  Business Response

  Date: 01/09/2025

  We have responded to the Yin's complaint via email, which included our policy on promotions. In the email, we also provided a screenshot of the relevant section on our website for the customer's reference.
  For your reference, our website states the following regarding promotions:
  "We are only able to apply one promotion per order. Our goal is to offer strong promotions multiple times a year, often with substantial price breaks, even on our best-selling items. As a result, promotional offers are not valid in combination with other offers. Promotional offers are also not valid for use on prior purchases or in the Duluth Trading store, unless clearly stated."
  

  We trust this clarifies our policy, and we remain committed to resolving any further concerns the customer may have. Please let us know if you need any additional information.

  
  

  Customer Answer

  Date: 01/10/2025

  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.
  
  you should also look at my screenshot, and respond to me after you fix your system
  
  Regards,
  
  Hang Yin

  

  Business Response

  Date: 01/16/2025

  Good morning, 

  We have applied the 20% discount on top of the B3G1 promotion applied when the items were purchased.

  A credit of $14.64 has been applied back to your original method of payment. It depends on the bank institution when the credit will be reflected on your account.

  Customer Answer

  Date: 01/16/2025

  [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,
  
  Hang Yin
  

• Initial Complaint

  Date:12/28/2024

  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.

  Placed order on Dec 17th. Still no shipping status. Reached out via email and response said we will get back to u in 3-4 b days. Still no response. After waiting 40 min finally spoke with someone who could only tell me my package was shipped on the 26th but 2 days later no update in the system on the shipping. **************** had no idea when it would arrive but stated it could take 10 business days from when it was shipped. Really? In this age it should not take a month from the order date to get a domestic package (I ask cs *** and she said package being shipped from **. She also said they had higher than expected volume. Its the holidays volume is always high this time of year. If the company did not expect this, its sales and ops officers should be fired. I have been a long time customer but this is my last order. Never again.

  

  Business Response

  Date: 01/09/2025

  Dear *****, 

  We are reaching out to follow up on your recent Better Business Bureau complaint regarding order WEB30302563. We sincerely apologize that your order did not arrive as expected and that you had difficulty reaching us to resolve the matter. We understand how frustrating this experience must have been.

  After reviewing your case, we regret to inform you that the item you ordered, the ***** Men's Fire Hose Flannel-Lined Standard Fit Limber Jac, is currently out of stock, and unfortunately, we are unable to send a replacement order at this time.

  To resolve the situation, we have issued a refund in the amount of $42.53, along with the $9.99 shipping fee, back to your ****** account. Please allow 3-5 business days for the credit to appear in your account.

  
  We truly appreciate your patience and understanding, and once again, we apologize for the inconvenience this has caused. Should you have any further questions or concerns, please don't hesitate to reach out to us directly, and we will be happy to assist you.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:12/27/2024

  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.

  Delayed shipping. Received the wrong order which is marked damaged/opened by ****.. over $300 order and I received a damaged box, after nearly 10 days of no **** activity. The box contains newspaper and 2 wrong items from Duluth. No answer from Duluth email, and phone contact ranges from 45 minutes- 1.5 hours. I just want a refund or my originally ordered items..

  

  Business Response

  Date: 01/07/2025

  We can see that you were able to get in touch with one of our representatives and a couple of refunds were processed for the total amount of your original order.

  We apologize for the bad experience with the shipment and we thank you for the opportunity to make things right.

• Initial Complaint

  Date:12/27/2024

  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 product on 11/28/2024. Company did not ship product and I canceled the order on 12/5/2024. I disputed the charge with my credit card company. On 12/23/24 Duluth Trading Company emailed me stating they wanted payment for the cancelled order. I cancelled the order and I did not receive any product.

  

  Business Response

  Date: 01/09/2025

  Dear ******,

  Thank you for your feedback. We sincerely apologize for any confusion or frustration this situation may have caused. We have responded to your complaint via email, which included the tracking number for the delivery as well as a photo of the package delivered to your address.

  Sincerely.

  Duluth Trading Company

  Customer Answer

  Date: 01/10/2025

  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.
  
  Photo is of packages delivered from other companies. Photo does not show Duluth Trading Company on the package. Package was not delivered. Complaint not resolved and I do not authorize being charged for this order. I want the charge back to remain in place. I want Duluth Trading Company to state they will not submit another charge for the undelivered order. 

   
  Regards,
  
  ****** *****

  

  Business Response

  Date: 01/16/2025

  Dear ******,

  Thank you for your follow-up regarding your complaint. We sincerely apologize for the inconvenience caused by not receiving your package. We understand your frustration, and we are committed to resolving this matter.

  We have received notification of the chargeback and want to confirm that no further charges will be applied to the undelivered order. Furthermore, we have noted the carrier issue in your account to ensure it is properly addressed.

  We regret any inconvenience this issue has caused and are committed to ensuring it does not happen again. If you have any further questions or need assistance, please feel free to contact us.

  Kind regards,

  Duluth Trading Company

• Initial Complaint

  Date:12/27/2024

  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 2 pair pants on 12/8/24 and website said would be delivered before 12/25/24. This never happened and I have been very frustrated trying to contact customer service. The order was invoiced and charged to my credit card on 12/15/24 with tracking number for ontrac delivery. Said I was waiting for delivery service to pickup. This was the last I heard. Even today I tracked and said same thing, waiting for pickup. Email company twice with not response. tried online chat and it kept saying to enter question. Also called many times and kept getting message over hour wait. Did wait once for over hour and them got disconnected. Very frustrating and still don't know if my order is being shipped or what is happening to it.

  

  Business Response

  Date: 01/09/2025

  Dear *****,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the frustration youve experienced with your order.

  After reviewing your case, we can confirm that your original order placed on 12/08/2024 was delayed in transit, and we regret the inconvenience caused. We also see that you reached out to us on 12/24/2024 and requested a replacement order, which we promptly processed and shipped.

  On 12/31/2024, we were notified that a chargeback had been initiated for the replacement order, which was shipped on 01/01/2025. According to the tracking information, the replacement order was successfully delivered to you on 01/05/2025. ***** also took a photo at the time of delivery, confirming that the order was received. For your reference, the ***** tracking number is 9631091350203125019300283905451044.

  As a result of the chargeback, there is now a balance of $76.80 on your account, which is due. We kindly ask that you address this balance at your earliest convenience to resolve the matter.

  We understand that the delays and challenges with customer service have caused frustration, and we are truly sorry for any inconvenience this has caused. If you have any further questions or concerns, please don't hesitate to reach out to us directly, and we will be happy to assist you.

  Thank you for your understanding.

  Duluth Trading Company

• Initial Complaint

  Date:12/27/2024

  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.

  Purchase made online Nov.26, 2024 for $11.70.Order number WEB29313730.Order never received.Emails asking regarding my purchase never answered.Company never answers phone calls.A whole month later without any communications from the seller is simply unacceptable.Its concerning that nobody has contacted me regarding my missing purchase.Nor theyre bothered to provide the courtesy of a response as to whether they will send me the paid merchandise or issue a refund.

  

  Business Response

  Date: 01/09/2025

  Dear Simeon  -

   

   Thank you for reaching out. We sincerely apologize for the inconvenience caused by your order (Order #WEB29313730) placed on November 26, 2024.

  We have confirmed that the item was shipped and delivered on January 4, 2025, according to **** tracking (Tracking Number: **********************). Additionally, a full refund of $11.70 was issued to your ****** account on December 31, 2024.

  If you have not received the package, we recommend checking with your local post office or neighbors. Should you need further assistance, please let us know, and we'll be happy to help.
  We apologize for any delay in communication and appreciate your understanding.

  Best regards,

  Duluth Trading Company

  
  

• Initial Complaint

  Date:12/27/2024

  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.

  Exchange

  

  Business Response

  Date: 01/07/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or inconvenience caused by the issue with your order from 11/25/2024. We are committed to resolving this matter to your satisfaction.

  We see that you received the incorrect items, and we appreciate you reaching out to us promptly so that we could arrange for a replacement. On 12/2/2024, we processed a replacement order, which was shipped and delivered by our shipping partners. Our records indicate that this replacement was successfully delivered.  However, we also noted that a chargeback was initiated with your credit card company, and the total amount of $61.72 was refunded for the original order. We understand the importance of addressing any discrepancies in this process, which is why we are reaching out to ensure everything is resolved.

  To clarify, we are happy to assist with any exchange for the replacement items if you received them. If you'd like to exchange for a different size or color, we would be happy to help facilitate that. We would need to collect payment for the items to proceed with this exchange.

  If, by chance, you did not receive your replacement items or if they were not delivered as expected, please let us know immediately. We can resolve the chargeback issue and provide a prepaid ***** return label for you to return any incorrect or misdelivered items. Additionally, we can arrange for ***** to pick up any returns from your porch.
  

  We are dedicated to providing excellent customer service and ensuring a positive resolution for all of our customers. We hope to hear from you soon so that we can move forward with a solution.

  Thank you for your patience and cooperation. Please don't hesitate to reach out to us directly with any further questions or concerns.

  Best regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/07/2025

  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.
  
  [Please type your response here.]
  I did not receive the correct items.
  Regards,
  
  ******* ********

  

  Business Response

  Date: 01/13/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We are pleased to inform you that your issue has been resolved. Our team was able to contact you by phone, and we addressed your concerns directly. We hope that you are now satisfied with the outcome.

  We sincerely appreciate your patience throughout this process and are committed to ensuring a positive experience for all our customers. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Thank you again for your understanding.

  Kind regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/13/2025

  [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,
  
  ******* ********