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:12/22/2024

  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 orders for delivery BEFORE Christmas and Duluths website was plastered saying that would be the case. Here we are 3 weeks later and no orders. One has been bouncing all over the US since ***** the other has not even been processed since *****. The company will NOT answer customer service calls, will NOT respond to chat messages, will NOT respond to social media post or emails. This is entirely inexcusable and to make matters worse they have charged my credit card and I cannot even speak to anyone. Multiple Christmas gifts are now ruined.

  

  Business Response

  Date: 01/03/2025

  We can confirm that order WEB30038023 was processed in two different shipments, the first package was delivered on 12/13 and the second package was delivered on 12/23.
  For order WEB30223977 we see that it was placed after our cut off time to be guaranteed delivered by Christmas and the package was delivered on 12/28.
  We apologize for the delay in processing and shipping your order.

• Initial Complaint

  Date:12/21/2024

  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 an order with Duluth on December 7th and received an email that I would receive another email when my item was in transit. Duluth charged my credit card immediately and it is now December 21 and no update. I tried calling Duluth customer service, where the prerecorded message acknowledges they are significantly behind on shipments requesting customers be patient. I stayed on hold for about 2 hours waiting on someone to answer. When they answered, Duluth immediately disconnected the call.I am simply looking to cancel my order and receive my money back. I do not plan to ever wear Duluth clothing after this unacceptable customer service.

  

  Business Response

  Date: 01/03/2025

  Dear ******,

  Thank you for bringing this issue to our attention. We recognize that we missed the **** in ensuring our product was delivered to you when promised. This delay is an inconvenience, and we would like to sincerely apologize for the stress this has caused, especially during the busy holiday season and gift-giving celebrations.

  Upon reviewing your order, we see that it was placed on December 7, and unfortunately, the package was delayed with delivery occurring on December 30. We fully understand the frustration this delay has caused.

  We take accountability for this, and on December 22, we processed a full refund for your order. Additionally, we sent a return label to your email address today so that you can easily return the items. Weve honored your refund request and are committed to making this process as smooth as possible for you.

  We also deeply apologize for the challenges you faced with our customer service, including long hold times and the disconnection during your call. We are determined to learn from this experience and improve moving forward to ensure better service in the future.

  Please let us know if there is anything further we can assist with. We appreciate your understanding and your feedback, and we are committed to improving our service.

  Please see the tracking information here: *********************************************

  Best regards,

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

  Customer Answer

  Date: 01/03/2025

  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.
  

  I have attached some additional details that shows that, despite several calls to Duluth **************** and emails to both the shipping company and Duluth to cancel this order and to not deliver it, Duluth delivered the item and required me to return the item in order to get a refund. 

  I was forced to either pay to ship it back or drive to return the item in person. Given the numerous Duluth complaints and history of no return communications from Duluth, we drove from *********, ************** to ************, ******* to return the item in person. I have a signed communication (attached) that shows the employee at the Duluth store ************ received the items on January 3, 2025. 

  I have received a refund for the items back on my credit card. I now need Duluth to cover the expenses associated with their return policy. I am asking for another $100 to cover a portion of my travel expenses.

  I also do not understand how Duluth can still have a perfect BBB rating There is a serious issue going on at Duluth where they accept orders and are not staffed appropriately to deliver on their obligations. Apologizes are simply not enough whey they continue to not perform. The rating should be lowered to reflect their performance. 

  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 01/13/2025

  Dear ******,

  Thank you for reaching out to us. We appreciate the opportunity to address your recent experience and ensure you are satisfied with the outcome.

  On December 22nd, we issued a full refund for your purchase. On January 3rd, we also provided a free return shipping label to make the return process as convenient as possible, allowing you to return the products at no cost and avoid unnecessary travel or effort.

  We understand that the package was delivered on December 30th, and despite the return options provided, you chose to visit our ************, ** store to return the items. After checking with our store team, we confirmed they used the return label we provided to send the items back to our distribution center.

  We regret any inconvenience this may have caused. Our goal is always to make your shopping experience as smooth as possible, and we apologize if this situation did not meet your expectations.

  Please note that we are unable to reimburse your travel expenses, as we offered practical and cost-free return options that would not have incurred additional costs or time on your part. However, your satisfaction is important to us, and as a courtesy, we would like to offer you a 20% discount on your next order.

  We value your business and sincerely hope we can continue to serve you in the future. Should you have any further questions or need assistance, please don't hesitate to reach out.
  

  Warm regards,

  Duluth Trading Company

  Customer Answer

  Date: 01/13/2025

  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.
  
  I appreciate you acknowledging the return and providing a return shipment label. The issue is Duluth NEVER responded to ONE of my multiple emails despite your auto response that indicates you target responding in 3 to 4 days. I also called and waiting on the line for over an hour multiple times, where your recorded response acknowledges you are understaffed and the waiting would be VERY LONG. Lastly, I traveled and returned the item because of the lack of confidence that Duluth would ever communicate. The return label you provided was ONLY AFTER my return in person so my travel was necessary and the reason the return label was so late is concerning. 
  

  There are likely A LOT of Duluth consumers that should not have to connect to the BBB to drive a conversation. If I did not return the item in person, I am highly confident that Duluth would again charge my credit card claiming that I never returned the item.

  I again reject this response and request an additional $100 given my travel expenses and the clear communication/acknowledged Duluth resource gaps. BBB should make sure to lowers you rating given the issues. Your behavior is chronic, with lots of consumers providing similar complaints, and appears to be similar to a company potentially on the verge of bankruptcy.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/21/2024

  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 Dec 3rd. I only received 1 of 4 items. I have a doorbell camera and a dog who alerts to every delivery I get. A package containing a hat was delivered, left on my deck. No other package was ever delivered. It was brought by some guy in his car. The delivery company is OnTrac I believe. I've emailed twice, called and did online chat. I waited online, pressing yes every 6 minutes for 1hr 24 mins and finally gave up. This is the worst customer service I've ever experienced in my life. I get it's only like $64 of items missing, but I'd be nice to get a response.

  

  Business Response

  Date: 01/03/2025

  Dear ***** -

  Thank you for bringing this issue to our attention. We sincerely apologize for the frustration you've experienced with your order, especially regarding the missing items and the difficulties you've encountered with our customer service.

  After reviewing the situation, we confirmed that the order was shipped and delivered via OnTrac. The tracking details indicate that two separate deliveries were made, each to different addresses. We understand how important it is to receive your full order, and we regret that there was confusion with the delivery.

  To resolve this, we have processed a full refund for the missing items, and we sent you a detailed email with this information. We also called and left a voicemail to personally apologize for the situation.

  We deeply regret the inconvenience this has caused and are taking your feedback seriously to improve our service moving forward. If there is anything further we can do, please dont hesitate to reach out.

  Best regards,

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

  Customer Answer

  Date: 01/03/2025

  [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 received a full refund. Thank you to Duluth Trading Company. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:12/21/2024

  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.

  Online order made at Duluth Trading Company. Total of order $231.76 Date of order December 9th 2024 Order number WEB30105999 My order information said I would receive by December 25th. On December 19th had not received shipment confirmation and the website said there was no shipping information provided for my order. I found this odd so I tried contacting Duluth trading company. The email response was an automated response that they were experiencing a large volume of emails and responses were 3-4 days out. I tried calling which the email advised to do. I waited over an hour and never got past caller next in line.I finally got through on chat bot. I was instructed they were back up and shipping would be adjusted to insure my order would be received by December 23rd. However, my order was sitting at the warehouse and not shipped yet. I asked about canceling my order so I could replace my order because they were gifts. I was instructed that I shouldnt because I would have my order by December 23.On December 20th and reached out on chat bot again. This time is was given a shipping tracking number and was told my tracking showed December 23rd. I was please of that news. On December 21st I received an email from **** that my order was being delivered December 26. I tried contacting with no luck. So I went to my local Duluth trading company in ********************. They could not help me at all. I was going to purchase my order in store however they had no one of the things on my order on their store. They offered resolution. They did say they had 300% increase of online orders and that was causing the lack of produce and delayed order filling and shipping. I strongly feel that with a 300% increase Duluth trading company could have paid for faster shipping so that what they offered online would be true. Website said December 10th was that last day to order and received by December 25. And free shipping. Duluth please contact me about this.

  Customer Answer

  Date: 01/03/2025

  [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,
  
  ***** Royal
  

• Initial Complaint

  Date:12/21/2024

  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 placed an order on December 15, 2024 and never received email confirmation. Upon checking two days later I was able to see that my order was received and was an open status. I waited another day and still had not received any emails in regards to my order so I attempted to contact Duluth trading spent an hour on hold before having other things to do and had to settle with sending an email. The next day I still had not got a response to the email and tried to do a chat. Spent another 40 minutes in the chat trying to get a hold of somebody with no success. On December 21, I was finally able to get a hold of somebody after spending 57 minutes on hold waiting. They claim that they have been having issues sending emails out but yet I get emails every day about promotions. Basically both the people that I talk to today were pretty much your order is not gonna get there before Christmas. Nothing we can do about it. Nothing you can do about it. It is what it is. I explained to them that that is not the proper way to run a business that there needs to be something that they can do they offered nothing to make up for any of the wasted time that I have had.

  

  Business Response

  Date: 01/03/2025

  Dear **** -

  Thank you for sharing your concerns. We sincerely apologize for the difficulties youve experienced with your order and our customer service. We understand your frustration with the lack of timely updates and long hold times, and we are working to improve these areas moving forward.

  We attempted to reach you by phone earlier today but were directed to voicemail, so we are following up via email. We see that your order was placed on December 15, but you did not receive a confirmation email. It was delivered on December 26.

  As a token of appreciation, wed like to offer you 30% off and free shipping on your next order. This offer has been added to your account for future use.
  Please let us know if you need further assistance. We truly value your feedback and appreciate your patience as we work to improve.

  Best regards,

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

  Duluth Trading Company

  Customer Answer

  Date: 01/03/2025

  [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:12/21/2024

  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 via the Duluth website on 7 December (and was charged). Per the website it stated guarantee delivery by ChristmasI did not receive a tracking number as of 15 December so I tried to live chat to check the status but received a message stating it was unavailable so I emailed them and received an automatic reply saying I would hear back in 3-4 days ( I never did).I called the company on 16 Dec and 18 Dec and sat on hold for over an hour only to be disconnected.This morning I called again and was able to get thru and spoke with someone named *****. I asked for the status on my order and he told me a tracking number was created but it hasnt shipped and wont arrive until after Christmas.I then told him I will need to cancel the order because these are gifts for family for Christmas. He told me he can cancel it and refund me but I will have to pay to ship the items back ( that havent even shipped yet). I advised him I shouldnt have to pay to ship them back due to the fact that when I order the items it stated guarantee delivery before Christmas and they havent even shipped yet! ***** then told me and I quote the only thing guaranteed is that you made that up in your head To which I replied that I would like to speak with a supervisorDavid then just cold transferred me to their phone survey ( which also doesnt work).I have never dealt with such poor customer service in all my life. They were extremely rude and dismissive!!!

  

  Business Response

  Date: 01/03/2025

  Good Afternoon, ****** -

  Thank you for sharing your experience with us. We sincerely apologize for the frustration youve encountered and for not meeting your expectations. We understand how important it is to receive gifts on time, and we regret that your order was delivered on December 26, rather than before Christmas as expected.

  We also apologize for the difficulties you faced when trying to reach us and for the negative interaction you described with our representative. This is not the level of service we aim to provide, and we will address this internally.

  As mentioned in our prior email, we are happy to cover the $7.99 return fee if you wish to return the item(s). Please let us know how we can assist further.
  We truly value your feedback and the opportunity to make things right.

  Best regards,

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

  Duluth Trading Company

• Initial Complaint

  Date:12/20/2024

  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.

  Purchased from Duluth trading on December 13, 2024. I received a confirmation regarding my order and nothing since. No tracking number provided, no responses to emails , cant get customer service on phone or live chat.

  

  Business Response

  Date: 01/03/2025

  Full refund ($216.95) was processed on 12/30.

  A customer care crew member has reached out to confirm the refund.

  We recognize that we missed the **** in ensuring our product was at your door when promised, 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

  Customer Answer

  Date: 01/03/2025

  [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:12/20/2024

  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 ordered Dec 8 2024 christmas presents. I went to the website to see when it would arrive.. it said I had no order history.. so I ordered again on Dec 12.. dec 19 I look again.. and no order history.. its getting late close to Christmas so I order again! so I look at Pay pal.. and there are 3 orders! they took the money for the last one but not for the others.. so now I call and its an hour wait at least.. then an hour and a half.. I tried the message they suggested and Ive been waiting 45 min on that! just to cancel the first two and find out if the one that went through will be here in time for Christmas.. or I will cancel that too.. what kind of service is this.. and a website that isnt working. I have ordered from them plenty of other times and also have the money in the bank. one for ***** and the other ***** I want that refunded and the other ***** if it cant be here for Christmas since they didnt take the first 2 that had plenty of time to get here

  

  Business Response

  Date: 01/10/2025

  Dear Melentine,

  Thank you for sharing your experience, and we sincerely apologize for the confusion and frustration you've encountered with your order.

  We understand how important it is to receive timely updates, especially during the busy holiday season, and we regret the issues you've faced with our website and communication channels.

  After reviewing your account, we can confirm that your order was delivered on 12/26/2024 but you are indicating you never received your packages.  We have processed a refund for both the previous orders you mentioned (for $69.58 and $84.51) through ******, and you should see the refund reflected in your ****** account within 1-2 business days, depending on your financial institution.

  To ensure you are not inconvenienced further, we have sent a return label in case you receive any of the packages. We ask that you use the return label if you received the items. 

  Again, we apologize for the confusion and the delay in receiving your package. We value your past business and will work to improve our website and communication to provide a better experience in the future.

  Thank you for your understanding.
  

  Sincerely,

  Duluth Trading Company

• Initial Complaint

  Date:12/20/2024

  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.

  Order never received. I have emailed numerous times with no response from ***

  

  Business Response

  Date: 12/31/2024

  ****,

  We apologize for the delay you experienced with your most recent order.  We did see that your order was not received and have issued a full refund to you today:

   RTN-02859244 Refund for $69.34
  

  An email was sent to you yesterday, 12/30/24, with this information.

   

  Thank you

   

• Initial Complaint

  Date:12/20/2024

  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 ordered 3 items on 12/14, received an email confirmation of the order and that I would be receive a confirmation when the items had shipped. It's been 6 days and the order has not been fulfilled. Multiple hour plus wait times on the phone waiting for customer service, have done so 3 times. Have emailed customer service and received this response- "Thank you for contacting Duluth Trading Company We have received your message, and our goal is to typically provide a response within 3-4 days if needed, based on the email. If you have an urgent need please call us at **************. Our hours of operation are Mon-Sun, 7:00 a.m. - 10:00 p.m. CST."3-4 days for a response! Are you kidding me?On their website, under shipping, it states the following. Keep in mind that it has been 6 days with no email confirmation that our items have shipped. - "*Non-Expedited Orders ******************** Please allow 2-3 business days to prepare your order for shipment." And "Standard Delivery arrives within 7-15 business days. (Please allow 2-3 business days to prepare your order for shipment.) Standard Delivery is the only service available for shipments to ******, ****** and U.S. territories, ***, FPO and P.O. Boxes."Since the organization has failed to ship within 2-3 days as stated on their website. We are requesting either a guarantee of delivery with a specified date or a refund of our order.

  

  Business Response

  Date: 12/31/2024

  *********,

  We apologize for the delay you have experienced.  Our records show that your order was delivered on 12/27/24.  A follow up email has been sent to you with this information.

  Thank you