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

  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:12/14/2024

  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.

  ***** ****** December 14, 2024 *************************** Dear ************************ am writing to express my frustration with my recent order placed on December 2nd. At the time of purchase, I was assured that my order would be delivered within 7 days. However, it has now been nearly two weeks, and I have yet to receive my order.Additionally, I have encountered multiple issues trying to get any information about my order. Your order tracking system has been unavailable for the past five days, displaying the message that my delivery status is temporarily unavailable. I have attempted to contact your customer service through chat every day, but each time, I have been timed out, or the chat system requires constant confirmation to keep me logged in, leading to further frustration.Over the past eight days, I have written multiple emails, and each time, I have been promised a response within four days. However, I have yet to receive any follow-up communication. I have also called every other day, only to be informed by an automated recording that the wait time is over an hour. This level of customer service is unacceptable.I find it deeply troubling that, despite paying for my order, I have received no communication, no resolution, and no product. Your disregard for my time and the lack of support is frustrating beyond measure.I request immediate attention to this matter. I expect either a full update on the status of my order or a prompt resolution, such as a refund or expedited shipping, if the order is unavailable. Please contact me at your earliest convenience.Thank you for your time and attention to this issue. I look forward to hearing from you soon.Sincerely,***** ******

  

  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:12/13/2024

  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 purchased several items on December 3rd, 21 days before Christmas Eve, expecting them to arrive in time for the holiday. Unfortunately, my experience has been extremely disappointing due to the following reasons:No Updates or Communication:It has been 10 days, and I have received no email updates or contact regarding my order.Poor Phone Support:When you call, theres an automated message about a 1-hour wait time.I waited for 35 minutes, only to be disconnected without speaking to anyone.Unresponsive Email Support:Emails go unanswered, and the only response directs you to "check your email" for updateswhich never come.Misleading Christmas Delivery Promises:Their website lists cut-off dates for Christmas delivery, but if they can't provide updates on items ordered 10 days ago, how can they guarantee timely delivery for later orders?This companys customer service is abysmal, and their promises for Christmas delivery feel like a scam. I cannot recommend this retailer to anyone looking for reliable service during the holiday season.

  

  Business Response

  Date: 12/14/2024

  We sincerely apologize for the issues our customer has experienced.  We can see their order is expected to delivery by Friday, 12.20.24
  Thank you.

• Initial Complaint

  Date:12/13/2024

  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.

  Made the following purchases on 12/2, 12/5, and most recent on 12/12. I have tried calling, live chat and email and have yet to get an answer why they have not shipped! The live chat session was dropped for no reason at all. The email response was very vague and did not resolve my issue. The phone call I have been on for more than 30 minutes and for no reason call was disconnected? So far my credit card has been charged for the purchases made but have not received any tracking numbers! Very upset with customer service and the lack therleof! Im at the point that I am going to file a legal complaint for fraud.

  

  Business Response

  Date: 12/14/2024

  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.

  Customer Answer

  Date: 12/14/2024

  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 spoke to a Duluth customer service agent after waiting almost 1hout 30minutes on the phone.  The conversation took less than 10 minutes.  The only information I was given about my purchases that it was delayed due to the holiday specials and that my first order on 12/2 was being shipped today (12/13).  As far as my other 2nd order on 12/5, it may ship out by 12/17.  For my 3rd order on 12/12, I asked to cancel my order but they told me they couldnt with no reason why?  So after waiting well over 1 hour on the phone and a very insincere apology, I was not satisfied with the way they handled my concerns.  Very poor customer service.]

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

  

  Business Response

  Date: 12/16/2024

  We apologize for our customer not accepting. All three orders have shipped and I have attached details for each.

  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:12/13/2024

  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 on 11/30 never received a shipping confirmation until 12/7 stating that the order will be delivered 12/11 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. This is completely unacceptable!!!

  

  Business Response

  Date: 12/14/2024

  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.

  Customer Answer

  Date: 12/14/2024

  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 

  I called the company and was on hold for over an hour and a half to just to have the representative apologize. I do not understand how an apology fixes the issue. The company has not done anything to expedite the shipment of the order or the product that they stated was on back order nor offer any discount on my current order that still has not been received or delivered based on there stated delivery policy on there website. Companies need to be held accountable and responsible for their mistakes and an apology is not that.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 12/16/2024

  We are sincerely sorry for the issues our customer has experienced. We have refunded his order in full and emailed a return label.

  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 

  the company sent a return label for products that have never been delivered. As a company they should be more worried about providing the products that customers have ordered and paid for then being childish and email a return label for product never received. How this company has a A+ rating is beyond me. They do not follow their own standards of customer service or their stated delivery policy that is on their website. I just as many other customers would just like the products we purchased and paid for and I dont feel that is too much to ask for. Duluth should be held to the same standard as other businesses and if not they should have their rating decrease accordingly.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/11/2024

  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.

  After placing an order (wEB29832354) I waited one week before emailing the company to ask why my order had not been shipped. I sent a email asking for an update and lo and behold the next day I received an email saying my item would be shipped shortly. Today (12/11/2024) I received an email stating my item was delivered, however there was no package delivered. I placed a telephone call to DuluthTrading and the recording said there was a 1 1/2 hour wait and suggested I use their chat method to communicate. I started a chat but got a message Due to excessive demand there would be a wait time before a representative would respond. After waiting 1 1/2 hours on the chat line I was disconnected. This is terrible customer service and I will never buy anything else from this company.

  

  Business Response

  Date: 12/14/2024

  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:12/11/2024

  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 bought some things for my husband for Christmas and after 9 days of waiting, I still have never received a tracking number. When I look up the order number, the website says that no information is available. Their customer service is horrendous. I have called (and waited on hold for almost an hour to no avail), tried live chatting and got no response besides a robot automated message, and have sent an email. I believe that Duluth is withholding this information from me due to an error on their end. However, money has been taken from my account with no promise of the product even arriving. I will be filing fraud charges through my bank if Duluth doesn't reach out with a solution.

  

  Business Response

  Date: 12/14/2024

  We sincerely apologize for the issues our customer has experienced.  We can see their order is expected to delivery tomorrow or Monday.
  Thank you.

• Initial Complaint

  Date:12/11/2024

  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 placed an order with the company. For standard delivery timeframe. 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 with no response. Have tried using online chat but they abruptly end. I am waiting on several items to be delivered. I paid with a Duluth Trading Company gift card

  

  Business Response

  Date: 12/14/2024

  We are sincerely sorry for the delay in shipping and hope to have this resolved today!

  Thank you.

  Customer Answer

  Date: 12/14/2024

  [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:12/11/2024

  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 created a transaction with Duluth Trading Post on 12/4/24. I received an alert from my credit card company on the same date at 7:18pm about this transaction. I received a confirmation of this transaction on 12/4/24 at 7:20pm. I received no status updates since that transaction. On Monday Dec 9, 2024, I sent an email inquiring about my purchase. I received an automated reply that they would contact me in 3-4 days if necessary. No response since. I then went to the website and tried the help chat. I spent the last 2 days (Monday and Tuesday) trying to get customer service both through email and chat, spending several hours trying to contact someone about my order that - no customer service answered. On Dec 11, I called the customer service and waited for nearly an hour for customer service. She said that there is no information to provide me on my order and they she cant tell me when it will be shipped, processed, or updated in any way. I told her I wanted to cancel my order and she refused. I told her I was documenting the phone call as proof that they refused to cancel my order and I notified them that I would be contacting my credit card company to alert them that I will be disputing this charge and told them I would be contacting he better business bureau to make a complaint.While researching issues with Duluth, I discovered on trustpilot reviews that there were nearly ********************************* two of people having the exact same experience with Duluth, no customer service, they didnt receive their products, and Duluth refused to cancel or refund orders. I told customer service that there are hundreds of reviews of people experiencing this same thing from Duluth and that this sounded like fraudulent business practice when they refuse to cancel or refund orders they are not shipping. The customer service agent said that I was not allowed to document my conversation with her and transferred my call. Nobody picked up and then I hung up.

  

  Business Response

  Date: 12/14/2024

  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.

  Customer Answer

  Date: 12/14/2024

  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 has lied about their response. There was NO customer service agent who responded to my needs. In fact, they denied to help me and transferred me and then never answered once they transferred me. They were rude and dismissive and refused to tell me where my package was and refused to cancel or refund my order when I contacted them. The level of disrespect, lying, and dysfunction at Duluth is unprecedented. Not only have they not met my needs, they have been treating a massive amount of customers this way. Trustpilot reviews demonstrate the level of incompetence or negligence on their part. Im only one of many complaints that are exactly the same and I will attach a copy of other complaints to prove my point. 
  
  Regards,
  
  ****** *********

  

  Business Response

  Date: 12/16/2024

  We are sorry for the miscommunication and experience our customer has received. Tracking now shows this package has delivered this weekend.

  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 while I agree to close the case, I find that this resolution is disappointing due to what seems to be, in my opinion, close to near fraudulent behavior by holding packages hostage for an indeterminate amount of time and not allowing people to cancel their order after they waited so long they no longer need or want their items.
  

  In my opinion, Duluth seems to be using corrupt business practices and, to add to the insult of the experience, they have horrible customer service (if you can actually get someone to respond, which is almost never.)

   Companies that are above board with their clients have excellent communication when there is a back order or delay. They do not hide it annd lie about it. Companies that are honest and functional also allow cancellations when their orders cant be found, tracked, or shipped properly. Duluth did none of these things, nor did they offer compensation for their terrible experiences and practices. 

  I will continue to update my reviews of Duluth alongside the other customers experiencing such terrible service so that others will know never to buy again from this company. I will also document Duluths unprofessional and untruthful responses from the BBB and post them with my reviews as evidence they do not care about their customers.
  

  While I agree to close this case, I will never be buying from Duluth again and have informed my friends and family to do the same. 
  

  This will be my last purchase. Shame on Duluth company for what you are doing to your customers. 
  
  Regards,
  
  ****** *********

  
  

• Initial Complaint

  Date:12/09/2024

  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 December 1, 2024. I was charged for order, received email order confirmation with order number WEB29727739, but still no tracking information. I sent two email inquiries, attempted two live chats, and waited on phone line forever. No one answers the phone, no follow-up on live chats, no response to emails. Why did Duluth Trading charge me with no intention of fulfilling my order?? These were gifts so now I have to pay for something else!

  

  Business Response

  Date: 12/14/2024

  We sincerely apologize for the issues our customer has experienced.  We can see their order is expected to deliver on Wednesday, 12/18/24.
  Thank you.

• Initial Complaint

  Date:12/09/2024

  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.

  purchased item on line from duluth trading companydec.6 and i dont have a tracking number the have run my credit card through and i have nothing order number is web29948513,thank you

  

  Business Response

  Date: 12/14/2024

  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.