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 has 67 locations, listed below.

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• 

  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:12/16/2024

  Type:Sales and Advertising 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 December 9th with guaranteed shipping to arrive by Christmas. My order has still not shipped and I cannot contact customer service. I attempted to use their live chat option on their website and was given an estimated wait time of 8 minutes. I was on hold for over an hour with no updated ETA. I attempted to call and had a similar experience - long waits, no updated wait time, and eventually had to hang up. I have also sent an email but have only received an automated reply.

  

  Business Response

  Date: 12/19/2024

  Our heartfelt apologies for the issues our customer has had with the order status. We show tracking that the order is indeed on its way and is currently in ********, ***

  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.
  
  This message does not resolve or even acknowledge the issue. The issue is that I placed the order nearly two weeks ago, with advertising on the website saying that these items would arrive in time for Christmas, and could not contact customer service due to inordinate wait times and no communication from the company. Because of this, I also could not try to cancel the order to get a refund and to buy gifts elsewhere.  To this moment, the only response I have received has been through the BBB.
  The tracking provided now it says the items will not arrive until the 27th.  So now I have paid for gifts that will be late for Christmas - despite being told they would arrive before Christmas - and still have not been contacted directly by customer service to discuss any kind of refund or credit to compensate for the gifts being late. 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 12/27/2024

  Hello Mr. ************* apologize for the late resolution offered to you regarding your order.  A member of our customer service team reached out to you yesterday, 12/26, to share what we can do to assist.  We can replace one of your items, but unfortunately the other is no longer available.  For this inconvenience, we are offering you a discount on an alternative item.

  Thank you

• Initial Complaint

  Date:12/16/2024

  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.

  Unauthorized charge.I have took advantage of Duluth's black Friday 50% store wide sale. I have ordered 5 pairs of underwear and 3 hoodies. I have paid around $180. A week later I have received notification that Duluth tried to charge me extra $80. There were no communication on their behalf - they just tried to charge me. I emailed them about it but there were no response. Thankfully the card was closed, so they haven't received anything. Couple of days later they tried once again, again no success. And finally another try. This time they used "force post" which allows them to make unauthorized charge. To quote ************************ is a transaction without authorization from the cardholder it's literally an unauthorized transaction that's against payment card network ********** we are, I just paid $80 for something I don't even have receipt for. Customers service doesn't help.

  

  Business Response

  Date: 12/17/2024

  The original order was valued at $170.56, and the credit card was authorized on 11/30.  The first part of the order was shipped on 12/06, and the initial payment of $95.67 was collected.  The second part of the order was shipped 12/07, and the amount of $74.87 was collected on 12/09.

  I apologize for the confusion this created with the original order being split into two shipments.

  Thank you.

  Customer Answer

  Date: 12/17/2024

  [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:12/16/2024

  Type:Order 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.

  On Dec 5th 2024 I put in a small order with Duluth Trading co. They charged my card, sent me an email with order number. Stating i would recieve another email later with update. Today is Dec 16th I still have recieved no update on my order. Their website shows my order, but tracking says nothing is available. I emailed customer service and never heard anything back from them either. They need to send my order or refund my money if they aren't sending it.

  

  Business Response

  Date: 12/19/2024

  We are sincerely sorry for our customer's delivery issues. We are researching the status of the order and will reach out today.

  Thank you!

   

  Customer Answer

  Date: 12/25/2024

  [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:

  While I never recieved contact from Duluth regarding my complaint. I recieved an email update 2 days later. Via shipping. Order was shipped and recieved Monday the 23rd @4:40pm order was complete. Thanks a bunch and Merry Christmas
  
   In reference to complaint ID ********, issue has been resolved
  
  Regards,
  
  ******* ********

  
  

• Initial Complaint

  Date:12/16/2024

  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 my order on November 29th, 2024. On December 6th, 2024 I checked my order status to learn that the package was awaiting carrier pickup. When I tracked the package on *** it stated that a label was created, but the carrier has not received the package. *** sent two emails to Duluth customer service but no response. Ive tried to call them numerous times, but have been put on indefinite hold each time. Ive tried chatting with them, but got the same response as I did when I tried to call them. At this point, I either want my package delivered immediately (the time-frame they stated when I ordered the product has come and went), OR I want my money back.

  

  Business Response

  Date: 12/19/2024

  We are extremely sorry for the issues our customer has with his order. We will research the location of the order and reach out today.

  Thank you!

  Customer Answer

  Date: 12/23/2024

  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.
  
  Duluth is offering a refund in the amount of $14.95 for one (1) pair of socks, but my order was for five (5) pairs of socks totaling $72.96.

   
  Regards,
  
  Louis Y

  

  Business Response

  Date: 12/29/2024

  *****,

  Attached is a copy of your invoice that has been refunded in full.  You were charged for 1 pair of socks, not the 5 you ordered and we have processed your refund for the amount invoiced.

  Customer Answer

  Date: 12/29/2024

  [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. 
  

  I checked my bank account and found that Duluth is correct, they only billed me for one pair of socks, even though I order five pairs. I guess Duluth totally messed up my order! I wont be doing any more business with this company. 
  
  Regards,
  
  ***** Y

  
  

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 11/29/2024, Based on tracking information it did ship but has not moved since December 6th. I have tried numerous times to contact Duluth customer service via phone, chat and email and cannot get through. I call as soon as the open and cannot get through. I have seen the same complaints on ******** and BBB so I know I'll not be able to get in contact with anyone at Duluth. My post office stated the delay is with the carrier that Duluth has selected. Duluth advertises sales during the holiday, that's great but if you cannot support the customer it is really wrong.

  

  Business Response

  Date: 12/16/2024

  We are sincerely sorry for the issues our customer has experienced. We will be reaching out to help facilitate a new order or a full refund.

  Thank you.

• Initial Complaint

  Date:12/15/2024

  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.

  Duluth has billed for an order on Nov ******* and has not shipped it as of Dec 15, 2024. Have attempted multiple times via phone, chat, and email with no response from company

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the issues our customer has experienced.  We can see they have connected with a representative who has cared for their needs.
  Thank you.

• Initial Complaint

  Date:12/15/2024

  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.

  Placed order on 12-3-2024. Heard nothing about shipping. Called and waited on hold for 45 minutes 12-6-2024 culd not get through. Attempted to chat and waited on hold for 1.5 hours with no repsonse. Sent email for status. No response. Emailed on 12-9-2024 to cancel my order. Heard nothing. Followed up on 12-9-2024. No response. Called again and was on hold for 45 minutes, no reponse. Chatted again, no reponse for 1 hour. Notiifed that order shipped on 12-15-2024. Tried chatting and calling again with no reponse. I can enter a return on their website but they charge to ship back which I dont feel I should be paying.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the issues our customer has experienced.  We can see their order has indeed shipped and will deliver later this week.
  Thank you.

  Customer Answer

  Date: 12/16/2024

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

  Customer Answer

  Date: 12/16/2024

  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 response only acknowledges what happened but does not give a resolution. Please provide a resolution. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 12/17/2024

  You are correct and should not be charged the return shipping fee.  I have processed your return for you, and waived the shipping fee.  You will receive an email with the label to adhere to your return, and you can take to the closest drop off location, which is at ******************************** in *******************  This information will also be in the email you receive.  Your refund of $61.44 will be processed as soon as you drop off the return.  Thank you.

  Customer Answer

  Date: 12/18/2024

  [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:12/15/2024

  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 ordered two pairs of pants on 11-28-24 They shipped quick, unfortunately they shipped with Fed-Ex. I never received the pants. I tried to resolve with Fed-Ex. I cannot make a claim because it was shipped through a smart post. I called Duluth and never got through after about 30 minutes on hold. Emailed Duluth customer service on 12-4. No response. Went to the physical store closest to me. Talked to a gentleman working in there. He offered no help, Just said the customer service department was behind a few days. So Ive waited weeks and have tried multiple ways to get in contact to no avail. Tried calling again. No answer. No customer support anywhere.

  

  Business Response

  Date: 12/16/2024

  We are sincerely sorry for the delay in responding to our customer. We will replace his order today and reach out with details.

  Thank you.

  Customer Answer

  Date: 12/16/2024

  [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:12/15/2024

  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 see many complaints involving service so they definitely have issues. I ordered a product and have been unable to get tracking or talk to anyone. Wait times on the phone are over an hour. Customer chat does not work. They obviously do not have infrastructure to handle their business responsibilities to customers. I would just like my product shipped. Totally pathetic customer service.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the issues our customer has experienced.  We can see they have connected with a representative who has cared for their needs.
  Thank you.

• Initial Complaint

  Date:12/14/2024

  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 have been trying to reach Duluth for over 5 days to cancel my order. Live chat, phone calls, email, nothing seems to get a response.

  

  Business Response

  Date: 12/15/2024

  We are sincerely sorry for the delay in responding to our customer. We are unable to cancel this order as it is out for delivery, expected to arrive 12.24.24

  Thank you.

  Customer Answer

  Date: 12/15/2024

  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.
  
  If this was "out for delivery" i would be receiving it tomorrow.  However, even your own website says the carrier has yet to pick this item up.  Therefore, it has not been shipped.  See the attached photo.  This whole situation is unacceptable.  Please initiate the refund, as you are able to prevent this from being shipped as it has not shipped yet.
  
  Regards,
  
  ********** *****

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize we could not resolve this issue. A refund has been initiated.

  Thank you.

   

  Customer Answer

  Date: 12/16/2024

  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.
  
  Yet again, another lie by Duluth. Attached is an image showing that this item has yet to be picked up by **** from your own website.  Therefore, it is not out for delivery nor is it in transit. 

  Repeating the same thing does not fix this situation, only exacerbates it further and makes a customer very upset. Please fix this. This is unacceptable.

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

  

  Business Response

  Date: 12/16/2024

  We are sorry our customer is not satisfied. We have refunded him in full. That is all we can do.

  Thank you.

   

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OKAY to me. 

  I am still appalled that it took this long and that I had to go through the BBB for Duluth to even respond to my inquiries.  I would not say this is a highly rated BBB customer, yet, one that does not truly care for the customer.
  
  Regards,
  
  ********** *****