Complaints
This profile includes complaints for Duluth Trading Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 100 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried several times to contact Duluth trading company to find out what is going on with my order. I'm unable to get any information on an order I placed 12/12/24.
Business Response
Date: 12/31/2024
*******,
We apologize for the delay you experienced. We were able to confirm your order was delivered on 12/23, and the ***** tracking number is listed below:
Fedex: 9632080400203125019300283595110400Initial Complaint
Date:12/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order November 28th and my original delivery date was Dec 4th . It keeps showing out for delivery via fed ex but I've only had 1 pair of underwear ($12) delivered via ***** I've called several times and have been on hold for an hour or more before I'd have to hang up and go back to work or we'd get disconnected. Chat times have been 8 plus hrs wait time. I've issued a complaint with the BBB yesterday. Duluth said they'd reach out to make this right. They sent me an email today stating they see it's moving through the system and they will learn from their shortcoming. If I had a problem I needed to call their toll free number. I tried calling it and it's a 100minute wait time. They refuse to do anything about this situation. I asked for a refund to my ******. I used my whole Christmas budget with their company. Now I'm totally out the money and gifts.Business Response
Date: 12/31/2024
Hi ********,
We apologize for the delay you experienced in addressing your order. I did find that your most recent order was delivered on 12/23/24, and that you processed a return for some of the items. ************* Member reached out to you yesterday, 12/30/24, to process your refund for 2 items that were missing from your shipment.
We do apologize for this inconvenience, ********.
Initial Complaint
Date:12/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Waiting for an item to ship that was order on Dec 9 2024. Have not received an email response and the wait times to get hold of ******** services are not un acceptable. Than when you do get through they have no information on a ship date, please get back to me with a ship date. need it before ChristmasBusiness Response
Date: 12/31/2024
Mr. *******,
We apologize for the delay you experienced with you recent Duluth Trading order. I was able to confirm you order did ship, and was delivered on 12/24/24.
Thank you.
Customer Answer
Date: 01/01/2025
[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. You really need to update you customer service response time. Maybe add a call back as I have had other service do. Long wait times are unacceptable.
Regards,
****** *******Initial Complaint
Date:12/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed an order on 11/30 never received a shipping confirmation when we never received the package tried to call and was on hold for over an hour with no answer. I emailed the company asking about the order to never receive a response from the company. I tried using the live chat option that the company offers with still no response. Received an email items I ordered are now out of stock, they are still available on the website. These were Christmas gifts!!!! 1st time ordering with Duluth and 100 percent the last. This is completely unacceptable!!!Business Response
Date: 12/31/2024
***
We apologize for the delay you experienced with your most recent order. Your most recent order had 3 items cancelled, and 2 items shipped. I am attaching the invoices showing that you were invoiced for 2 items.
Thank yoou
Customer Answer
Date: 12/31/2024
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.
Nothing was received by your company I placed my order and received no merchandise.
Regards,
*** ******Business Response
Date: 01/10/2025
Dear *** -
Thank you for your continued communication regarding your complaint. We sincerely apologize for any inconvenience youve experienced with your order and the confusion surrounding the delivery.
To address your concerns, we have taken the following actions:We attempted to contact you by leaving a voicemail and also sent an email.
We are offering the following options:
1. Reordering the canceled items at the original cost.
2. Providing a refund for any items that were marked as delivered but not received.
3. Offering a 40% discount on a future order as a gesture of goodwill.We understand the frustration this situation has caused, and we would like to resolve this matter as quickly as possible. Please let us know which option you would prefer or if there is anything else we can do to assist.
We truly value your business and are committed to ensuring that we resolve this matter to your satisfaction.
Thank you for your patience and understanding.
Kind regards,
Duluth Trading Company
Customer Answer
Date: 01/15/2025
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 ship the missing two pairs of boxers in the same size/style colors if out of stock please send selections. If unable just refund. The coats were Christmas presents and have been purchased elsewhere. No need for the 40% off as I would never order from you again. I am truly disappointed in the we have no idea how things got cancelled response and to wait to reach out only after I filed a BBB complaint is unacceptable when I sent numerous emails in regards to my order/concerns. That is the only reason I even received a reply.*** Wissel
Regards,
*** ******Business Response
Date: 01/17/2025
Dear ***,
Thank you for reaching out, and we sincerely apologize for the frustration youve experienced with your recent order. We understand how disappointing it must be, especially with the items intended as gifts for the holiday season.
After reviewing your complaint, we see that you have requested a refund. In light of this, we have processed a refund for the missing items in the amount of $16.22. We understand this does not fully resolve the inconvenience caused, but we hope this helps alleviate some of the frustration.
We also regret that our previous communication did not meet your expectations. We take your feedback seriously, and we will work to improve our response times and processes moving forward.
While we truly value your business, we respect your decision regarding future orders. Please know that your concerns have been heard, and we remain committed to improving the overall customer experience.
Once again, we apologize for the inconvenience and thank you for your patience.
Sincerely,
Duluth Trading Company
Customer Answer
Date: 01/21/2025
[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:12/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed this order on November 28th. Original delivery date was December 4th. It keeps showing it's out for delivery but I've not received this order. I've only received a $12 pair of mens underwear through ***** The rest shows it's to be delivered but we're on the 18th of December and fed ex was here today but had no package from Duluth. I've emailed several times with no response. I've been on hold for over an hour and it comes on saying it's a 113 minute wait time. I've used the chat option 4 times and have waited for an hour but it will say there is a 13hr wait time. I can't get a response back.Business Response
Date: 12/19/2024
We are sincerely sorry for the issues our customer has had in reaching us. We have tracked his order and it does appear to be lost in ********. We will reach out today and assist with a new order.
Thank you!
Customer Answer
Date: 12/19/2024
[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:12/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Items ordered were: 2 XL Boxer Briefs and 1 40x34 Jeans. Items received were: 6 L Boxer Briefs. I have called, emailed, and tried chat accepting excessive wait times to correct the situation. Around 2 hours of waiting, documenting, emailing etc. ********** *** ever connected on the phone or chat. Email indicated follow-up contact in 3-4 days and we have passed that. There seems to be no interest on the part of the seller to correct their mistake.I just want my correct items shipped to me and a p***aid **** label to stick on the package so I can return the erroneous items from the house.Business Response
Date: 12/19/2024
We are sincerely sorry for the issues in delivery our customer has experienced. We will reach out today and see how we can help.
Thank you!
Customer Answer
Date: 12/19/2024
[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:12/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had ordered a pair of pants on 11/28 from the ************************** website. My card was charged and was given a confirmation email. I went to check the status of my order a few days later and it said awaiting carrier pickup. It has not changed from this status to this present day. I have emailed customer service twice and gotten no reply and called the customer service line where I was greeted by an automated person who said the wait time was estimated to be ****** minutes. I waited for over an hour and no one picked up.Business Response
Date: 12/19/2024
We are sincerely sorry that this order appears to be lost. We will reach out today and do what we can for our customer.
Thank you!
Customer Answer
Date: 12/19/2024
[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:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought 3 items on December 5th. No response from Duluth until I reached out roughly December 12th. Could not get anyone on the phone, email never netted a response going on a week and chat was over an hour long wait with no resolution. My package finally shipped December 14th and was supposed to be delivered December 17th, item no longer has moved its second scan. Package details also revealed that this is no even my full order as based on size and weight would be impossible for everything to fit. Still cannot get any email, calls or chats through to the company.Business Response
Date: 12/19/2024
We are very sorry our customer has had difficulties reaching us. Tracking shows his order is on its way and currently in *********
Thank you!
Initial Complaint
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/5/2024 I placed a online order with Duluth Trading Company for a pair of there Wild Boar insulated pull on boots. The order has never arrived or for that matter I'm assuming been processed. I have spent countless hours on the phone trying to reach customer services with no one ever answering and waiting so long to only have my call disconnected. This is my first and last transaction I will do with this company. It's been such a horrible experience. It's 12/17/2024 still no conformation of my transaction still showing a pending status no order number so I could track the progress myself. I have no more time to set on the phone. I've also tried the live chat service and sent a emails all I got was a computer generated respone stating that Duluth Trading Company would respond within 3-4 days if they felt it was necessary. So no account # no tracking # and no attempt to provide ant type of contact about my concerns with my account still in a pending status 12 days. Unexceptable and very disappointed in this company.Business Response
Date: 12/19/2024
We are sincerely sorry for the issues our customer has experienced this holiday season. We show his order is on the way to him and that he has spoken to our representative.
Thank you.
Initial Complaint
Date:12/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased items in store and they were out of stock on one item. They said the item should ship to my house in 3-5 days. Its been three almost four weeks. I wanted to see when it was going to arrive. I was expecting it to be here already. I tried to call customer service and waited over an hour. No one picked up. I emailed and it stated they would reply in 3-4 days. Its been 10 days with no response. My order says label created but has not been given to *****. That was 5 days ago. If I knew this was going to take this long or I would have received poor customer service, I would have not spent my hard earned money with Duluth. They should do better.They should have predicted that there would have been mass orders. They should have been prepared. They should have not made their store employees state it would only take 3-5 days to get it delivered. It was misleading and false information. I wouldnt be surprised if someone doesnt file a class action suit on the failure. If you look at their *************** they almost laugh and make jokes at how slow they are getting orders shipped.Business Response
Date: 12/19/2024
We are sorry, we do not have record of items being sent to his home. We will reach out today and help resolve this.
Thank you!
Customer Answer
Date: 12/19/2024
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 order number is RT0164153011240198. If you investigate them in depth, they have that response to a lot of their customers complaints. They need to be publicly transparent with their lack of preparation this year.
Regards,
**** *****Business Response
Date: 12/27/2024
Mr. *****,
This holiday season, we received more demand for Duluth Trading products than ever before. Our dedicated team has been working tirelessly to ship is currently processing thousands of orders, and we are doing everything we can to expedite the process.
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. We are also making plans to share a similar message to this to a larger audience in the near future.Customer Answer
Date: 12/29/2024
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 the apology and your goals to work for a better future. It would be great if you had a business model similar to Chick-Fila that rewarded the customer after a business mishap. It would regain the customers confidence in your brand and offer you more business in the future.
Regards,
**** *****
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