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:12/26/2024

  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 for Christmas on November 26. That order is still sitting and hasnt been picked up by the carrier. I would like my money back. Duluth has not responded to my emails. I have sat on hold and chat for over an hour and then they disconnect! It appears theyve done this to many , many customers.

  

  Business Response

  Date: 01/07/2025

  Good afternoon, 

  We apologize that your order was never received. We have processed return RTN-02878239 to refund for the amount of $42.19 back to your original method of payment.

  Again, we apologize for the inconvenience.

   

• Initial Complaint

  Date:12/26/2024

  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 contacted him send him pictures you contact me twice haven't heard from him send him pictures and I'm just looking for an exchange and I think I ordered it sometime in October and I know there's two orders so I'll give you the one that I think comes close and any event I did return the extra one back to him

  

  Business Response

  Date: 01/07/2025

  Original order WEB23890999 was placed in 9/27/2023 at that time we received communication that the wallet was not received and a replacement order was processed on 10/11/2023. After that a return for refund was processed for the wallet on 10/20/2023.

  We see that a couple of our customer care representatives have responded to your emails.

  At this time another replacement cannot be processed.

  We apologize for the inconvenience this may cause. 

  Customer Answer

  Date: 01/07/2025

  [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. Thank you very much for your help with this matter I will still shop with Duluth trading company but I think I will look elsewhere for a wallet from now on 
  
  Regards,
  
  ***** ******

   

  
  

• Initial Complaint

  Date:12/25/2024

  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.

  YOU HAVE MY MONEY TO PAD YOUR Q4 BUT I DON'T HAVE MY PRODUCT OR GIFTS! SHAME ON YOU!Placed an order on Dec. 5th which was all to be Christmas gifts and Stocking Stuffers. I had about $200 to do so and spent it all at Duluth. On Dec. 11th I received an "we're almost there" email. When nothing further was heard, I emailed on Dec. 17th THEN called (spent 70 min. on hold) when it said the response time was 3-4 days. The woman I spoke to on the phone was very nice and apologetic but insisted the items would reach us before Christmas. Said, "they are expediting everything at no additional charge." Well, I received tracking today and my items won't be arriving until Dec. *******, tomorrow morning I need to make apologies to 3 people... I will never do business with your company again... YOU as a company messed up my Christmas, not just by the lack of communication and items, but add the stress and the financial pressure on top... Yeah, I'm done, and from the sounds of it by the reviews, I'm not the only one.Such a shame... Could have ALL been avoided with better communication.THIS IS COMPLETE BULL**** and I am sorry... I know it's the holidays but this is ridiculous.

  

  Business Response

  Date: 01/06/2025

  One of our crew members reached out to ***** and was able to confirm that order was received.

  Thank you for giving us the opportunity to make things right.

• Initial Complaint

  Date:12/23/2024

  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.

  WEB29477133 order placed November 29, 2024. Calls, emails, live chats attempted. I've not been able to get through after numerous attempts. Today is December 23. No package, and no response from company.

  

  Business Response

  Date: 01/06/2025

  Order did not process correctly and had to be cancelled.

  Since the order was cancelled the original method of payment was never charged.

  We have emailed customer.

  Customer Answer

  Date: 01/06/2025

  [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:12/23/2024

  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 have been a Duluth customer for many years. This year however has been the worst experience ever. My order was intended to be delivered for Holiday gifts however, I get one item here and one item there. Like MANY others have stated, there is simply NO way to contact them with any issues. when you call you are on hold for over an hour and still no one answers, the chat is a joke as it has a huge wait time and if you dont respond every few minutes you get disconnected. This is NOT the way we treat customers in the *******.

  

  Business Response

  Date: 01/06/2025

  We have reviewed the orders placed before the Christmas guarantee delivery cut off.

  Order WEB29933728 placed on 12/4 was shipped in two separate packages. one package was delivered on 12/16 and the second package shows as delivered on 12/17.

  Order WEB30142825 placed on 12/10 (cut off day) was shipped in 1 package and delivered on 12/21.

  Order WEB30299453 placed on 12/16 (passed cut off date) was shipped in 4 different packages and 2 packages were delivered before Christmas and the rest were delivered after Christmas.

  We recognize that this delay is an inconvenience, and we would like to sincerely apologize for the stress this has caused for you and your holiday gift-giving celebrations. We take accountability and we are determined to learn and improve moving forward

• Initial Complaint

  Date:12/23/2024

  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.

  On 12/12/2024 I ordered a pair of jeans and a bath robe to which I received confirmation of in 12/16/2024 via email. Confirmation number is WEB30281468. At this time it was advertised on the website that both items were in stock and would ship within 2 to 3 business days. There have been no updates on the status of my order sent via email when I try to look up the order on the website it tells me that the order cannot be found. The money has been taken from my account in the amount of $82.00. On 12/19/2024 I tried to contact the company about the status of my order as it appears to be missing. On 12/22/2024 I attempted a phone call. On 12/23/2024 I attempted an online chat to which I was disconnected and a phone call to which I was on hold before being disconnected after 52 minutes. Duluth has not responded about the status of my order or about a refund. I believe they are lying to other customers based off reviews I have been reading on the website. I believe they falsely advertised materials that they did not have. I believe they also falsely advertised sales on the website that are not accurate. False advertising is fraud. Not communicating with customers is poor business practice.

  

  Business Response

  Date: 01/06/2025

  Dear *****,

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you've experienced. We understand your frustration and want to clarify the situation.

  Order Status & Delivery:
  Your order for the Men's Free Swingin' Flannel Robe and Men's Ballroom Double Flex Relaxed Fit Lined Jeans was placed on 12/12/2024, confirmed on 12/16/2024, and shipped with tracking numbers:
  Tracking Number ********************** Delivered on 12/30/2024 (Robe)
  Tracking Number 1LSCXOR004CUNS4 Delivered on 12/30/2024 (Jeans)

  We apologize for any confusion caused by the lack of updates, and were working to improve our tracking system for better communication.
  

  Customer Service & Communication:
  We regret that you had difficulty reaching us. Your feedback is important, and we're reviewing our customer service processes to prevent these issues in the future.

  Refund & Resolution:
  If you wish to return the items for a refund, please let us know, and well promptly assist you with the return process.
  

  We sincerely apologize for the inconvenience and any confusion regarding the products. Your feedback helps us improve, and were committed to providing better service moving forward. If you have further questions, please reach out to us directly.

  We value your feedback and are committed to improving your experience with us.

  Sincerely,

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

  Duluth Trading Company

• Initial Complaint

  Date:12/23/2024

  Type:Customer Service 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 purchased a few items on Duluth's Website November 26th, 2024. These items were intended to be a Christmas gift. As of now, my items have still have not shipped. I have sent several emails to Duluth's customer service email explaining the situation, but I am have not heard received any reply. I have also tried using their website's chat feature. I have called the customer service line several times but have been unable to reach anyone or disconnected after >60 minutes on hold. As a loyal Duluth customer, I am absolutely devastated by this experience. All of my previous experiences with this company has been great and very positive; however, I have not had to return anything or reach out to their customer service department. While the failure to mail my package within a month is disappointing, the difficulty getting help ***** of their customer service department has been truly abyssal and disheartening.

  

  Business Response

  Date: 01/06/2025

  Dear ***** -

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with your order, especially as it was intended as a Christmas gift. We understand how disappointing this must have been, and we are committed to resolving the situation.

  After reviewing your account, we see that we were able to assist you via email and have processed a replacement order for the items you purchased. The tracking number for the replacement order is **********************, and according to ****, the package was delivered on 01/02/25.

  We recognize that the delay in shipping and the difficulty in reaching our customer service team have been frustrating, and we sincerely apologize for the inconvenience. This is not the level of service we strive to provide, and we are actively reviewing our processes to ensure better communication and response times in the future.

  Your loyalty as a customer is very important to us, and we are grateful for the positive feedback you've shared about your previous experiences with Duluth. We hope that this resolution helps restore your confidence in our company.

  If there is anything further we can assist with, or if you need additional information, please feel free to reach out. We are here to help and want to ensure you are completely satisfied with your order.

  Thank you again for your patience and understanding. We value your continued business.
  

  Best regards,

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

• Initial Complaint

  Date:12/23/2024

  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.

  Their customer service team is unreachable! I've wanted on hold over an hour with multiple calls, no one answered. I email their customer service in attempt to resolve my issue, no response. And I even tried to use their online chat and an agent did not show up after 30 min of waiting.Problem I entered an exchange for a shirt that I bought in Nov. I tried to talk with someone over the phone to make sure that the exchange was right and waited over 40 minutes for someone to answer. Cuz they didn't answer. I did exchange online and I got an email today saying that they're sending the wrong shirt. I just entered a web order for what I thought was the correct shirt and intend on sending the return side of that exchange of the wrong shirt back when it arrives. However, because I did a web order now I have to pay shipping for the shirt or due in-store pickup. I don't want to do in-store pickup. All of this could have been resolved and done properly if they would have just answered the customer service line. I want to order the right shirt and have it delivered to the address on file.Resolution seeking: I need web order WEB30392632 canceled And I need the exchange side of SO057898212 to be for Men's Free Swingin' Flannel Slim Fit Shirt in Medium in Smoked Hickory ******* sent to my address and at the current sale price $27.25.(NOT RELAXED FIT AND NOT LARGE )I've been trying to take care of this for a month and it's really frustrating.

  

  Business Response

  Date: 01/06/2025

  We spoke with ***** and offered to send a replacement order directly to their house for the correct Flannel shirt (Men's Free Swingin' Flannel Slim Fit Shirt). We processed the new order SO058580270.

  For the order that had the incorrect flannel shirt (Men's Free Swingin' Flannel Relaxed Fit Shirt) we have processed a refund for the full amount paid and sent a return label so the incorrect product can be sent back to us.

  We appreciate the opportunity to make things right!

• Initial Complaint

  Date:12/23/2024

  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 12/2/24, and the first part of the order arrived on 12/12/24. The level that was supposed to be in this package was missing. I have tried getting in contact with customer service multiple days, but have been on endless hold. I tried emailing and was told I would hear back in 3-4 days. I tried emailing again and was told the same thing. It has now been 11 days of me trying to get in touch with someone, but with no luck. I am just trying to get a replacement sent or at least a refund.

  

  Business Response

  Date: 01/06/2025

  Dear Morgen -

  Thank you for your patience, and we apologize for the inconvenience you've experienced with your order. We understand how frustrating it must be to have a missing item, and we sincerely regret the delay in responding to your inquiries.

  We have processed a replacement order for the ***** Folding Level at no additional cost to you. The replacement order number is SO058580710, and it should arrive in approximately 7-10 business days after leaving our warehouse.

  Please note that you will receive a new order confirmation shortly. Rest assured, you will not be charged again for this replacement; the dollar amount displayed in the confirmation simply reflects the value of the order. Also, you can disregard any auto-generated return email you may receive when this process is completed.,

  We truly appreciate your understanding and patience while we worked to resolve this matter. If you have any further questions or need additional assistance, please dont hesitate to reach out to us. We are here to help.

  Thank you again for bringing this to our attention, and we hope this resolves the issue to your satisfaction.
  

  Best regards,

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

  Duluth Trading Company

  Customer Answer

  Date: 01/06/2025

  [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,
  
  Morgen Long
  

• Initial Complaint

  Date:12/23/2024

  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 pants at there store location and was shipped out random shirt. Had to waste over an hour on hold trying to get in contact with a customer representative and was told that i need to print off a packing label (had to pay to get a label printed), drive to a ***** location and send the shirt back. Only once they get the shirt back will they then send out the correct item that they originally screwed up on. So here we are going on 2 weeks from visiting the store and ordering the pants and 2+ hrs of my time and running around just trying to get what i paid for in the first place. Still don't have the pants. Also emailed customer service and got a generic response that didn't even address the issues in the email after 4-5 business days.

  

  Business Response

  Date: 01/06/2025

  Dear ***** -

  Thank you for bringing this matter to our attention. We sincerely apologize for the mix-up with your order, and we understand how frustrating it must have been to receive the wrong item and experience difficulties with customer service. Please allow us to address your concerns.

  We are truly sorry that you received a shirt instead of the Men's DuluthFlex Fire Hose HD Standard Fit Pants that you originally ordered. This was an error on our part, and we regret the inconvenience it caused.

  To resolve the issue, we immediately processed an online exchange for the correct item and shipped the Men's DuluthFlex Fire Hose HD Standard Fit Pants to you on 12/21/24. According to the tracking information (Tracking Number: **********************), the correct pants were delivered to you on 12/26/24. We appreciate your efforts in returning the incorrect item to ***** on 12/21/24, and we regret the inconvenience of having to take time to drop it off and print the return label.

  We understand your frustration with the time spent on hold, the additional steps required for the exchange, and the delay in receiving the correct item. We are actively working to improve our customer service processes to ensure a smoother experience for future interactions and to avoid unnecessary delays

  We sincerely appreciate your patience and understanding, and we hope that the replacement item now meets your expectations. If you have any further concerns or need assistance, please do not hesitate to reach out directly to us.

  Thank you for your continued support, and we apologize again for the inconvenience.

  Best regards,

  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.
  

   

  The only reason i reject it is because they don't even acknowledge that their return system totally takes advantage of the customer and their time and basically say **** it up. 
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 01/15/2025

  *****,

  We do apologize for the delay in resolving your situation, and it was not our intent for you to feel you were taken advantage of.  We apologize that you felt this way, and will do our best to improve the level of service we offer you and all of our customers going forward.