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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/14/24 I first contacted Duluth Trading company - I sent screenshots that showed the website initially showed me sale prices of $11.70, $13.65 and $14.70 for pairs of their Buck Naked, Free Range, and Dang Soft mens underwear, but then randomly switched back to full price without warning. They responded with a generic message about apologies, the sales prices are correct but sometimes the price reverts to full price. You can try clearing your cookies or call us to order.Though this is an incredibly unsatisfying and inexplicable response, I tried yet again. Yet again, I was shown discounted prices that randomly reverted to full price. I responded to their email on 6/18 expressing my frustration and asking if there was anything else I could do to get those prices other than spending time to call in and have to dictate my order on the phone. I got the *same exact response back from them, word for word, from supposedly a different customer service agent.This is the first time I have tried purchasing from Duluth - it is ridiculous that I have to almost beg for yall to take my money. Its also annoying, as I had an Amex offer of $25 cash back if I spent $100 at Duluth and an additional 15% promo code, which are both now expired.
Business response
06/20/2024
We sincerely apologize for the issues our customer has experienced and we will reach out today to help!
Thank you!
Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
re: order #WEB27118307 Order was placed on 5/12/24. Tracking now indicates package is heading back to the point of origin with no explanation. I called customer service and was told they could place a re-order; however, items were no longer in stock. There is nothing else to be done except wait per customer service. I have had trouble with this company several years ago but thought I would give them another try now that COVID is no longer a reasonable issue. I want my order or my money.Business response
05/28/2024
We are sincerely sorry for the inconvenience caused to our customer due to a carrier issue. We will reach out today to see what we can do to assist!
Thank you!
Customer response
05/29/2024
[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.
Regards,
***************************Initial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received 4 pairs of Duluth underwear for my birthday in 2017 and wanted Duluth because they offered a lifetime warranty on their underwear. No where did it say you had to keep your receipt to provide proof of purchase for the warranty. I recently went to the store where they said they didnt have any such warranty. Then I called the online number where the lady said I would have to provide proof of purchase.Business response
04/08/2024
We apologize for the inconvenience and confusion our No Bull Guarantee has been for our customer. We will reach out today to assist!
Thank you!
Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My jacket I purchased a little over a year ago had the zipper break on it. Duluth has a No Bull Guarantee which states After one year, we will also consider returns for items that are defective or dont perform as designed. No Bull means if something goes wrong, we will always treat you right. However when I attempted to contact support they claim it is a normal wear and tear. If a jacket is breaking after a little over a year since purchase that is a quality issue. I dont ever use the jacket during most of the months as its hot in my *******************. Duluth is not holding up on the guarantee they promised and are pushing blame over to the customer.Business response
04/03/2024
We are sincerely sorry for the inconvenience caused to our customer. We will reach out today and make things right.
Thank you!
Customer response
04/03/2024
[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
02/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On December 29, 2023, I ordered two pair of men's firehouse pans from Duluth Trading online (the site featured Duluth Trading Co. logo). I have tried numerous times to contact or trace this order to no avail. When I called the original Duluth Trading Company, they confirmed it was a scam, but were unwilling to report.Therefore, I woud appreciate any help you can give toward closing down bogus operation and perhaps get the true Duluth to warn customers about the false site.Business response
02/19/2024
We sincerely apologize, but we have been alerted to a fraudulent site, claiming to be ours, and have reported it to be removed. Please contact your financial institution to dispute those charges as they are not legitimately from Duluth Trading Company.
Thank you!
Initial Complaint
01/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On December 29th, 2023 I ordered from a clearance sale on the Duluth website. Prices were 50% off which seemed like a reasonable amount. An order confirmation came through and the next day I got an email saying the order had been shipped. I tracked the order every few days and since it was coming from ***** I didn't expect it to get here ASAP. It was progressing through to the US and then today I checked and it said that it had arrived on Jan. 24th, ****. Since we had not received anything, today I went to the *********** to check if it was there. The Agent said there was no tracking number like that in the system. Yesterday we also received a call from our Costo credit card company saying that someone had tried to charge over $500 on our card. So now we have lost the use of that card and are evidently out the $90.48 for the purchase.Business response
01/27/2024
We sincerely apologize, but we have been alerted to a fraudulent site, claiming to be ours, and have reported it to be removed. Please contact your financial institution to dispute those charges as they are not legitimately from Duluth Trading Company. We are very sorry this has happened.
Thank you.
Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a jacket at a sale price, SO040226482. Jacket was received defective (velcro not stitched on correctly to top pocket), no other size Large in stock to exchange. Duluth has 1 year return period, waited for in stock item. Jacket is finally in stock in size large Olive color, Duluth telling me I would have to pay difference in sale price from current price, even though the jacket was received defective, and is within the return / warranty period, and the exchange is for the same exact jacket in a different color (on clearance, available in correct size).Both items are in Duluths system as "*****", there is no difference.I buy a lot from Duluth but the support is getting worse and worse and honestly, if the live chat agents can't recognize the nuance of the issue, then what good is a warranty? They also will not hold item for me so it doesn't get sold out before the return for their defective item is received. This is the definition of "bull".Business response
01/25/2024
We are sincerely sorry for the issues our customer has experienced. We will reach out today with a solution.
Thank you!
Customer response
01/28/2024
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 was never offered a solution, nor have I heard back from you.Regards,
*******************************Customer response
02/13/2024
[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
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a order on sale after Christmas (#web25863450) after waiting a month it was canceled. I placed another order(web26014667) on sale and that was canceled also by duluth. They were both purchased using gift cards. I was then told they could not be refunded and a new card would be mailed to me. After waiting and waiting I received a phone call today from the *********** ** store and they informed me that the gift card was mailed to the duluth store with my name on the envelope. I'm not sure what to make of all this. Now I find out the original order was never refunded. How does duluth conduct business like this. What was the thinking behind mailing a gift card to the company store? I have almost ***************************************** space and I cannot use. I missed out on the large sale after Christmas. Honestly this last interaction with duluth may have been my last. It was completely mismanaged. Money was taken from the gift cards a month ago. I've haven't received product or my money back. I have 2 emails into ***** from customer service asking to either be contacted by upper management or to give me the contact info. Neither has happenedBusiness response
01/25/2024
We are very sorry for the issues our customer has had recently. We will be researching how this happened and reaching out today.
Thank you.
Customer response
01/29/2024
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 appearThey refunded my order after a dozen or so emails. Hours spent on my behalf. Part of the agreement between ***** and I was a gift card to "compensate " me for my time. I received a 25 dollar gift card. They know the store prices as well as I do. 25 dollars buys nothing and ONLY gets me to spend more money in the establishment
Regards,
*********************Business response
01/30/2024
We apologize that our customer is not satisfied and we will reach out to help find a solution to fit his needs.
Thank you!
Initial Complaint
01/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 12/24/2023 I ordered 3 items from Duluth. On ***** I received a confirmation email. I was surprised to find the tracking information was in Chinese. It did update (in Chinese) for several days until 12-31-23 when it stated the item was "shipping ' after clearing customs. After that there are random updates stating the item were going to the post office, but **** hasn't delivered anything, nor does Informed Delivery state they are in possession of anything for my address. I believe that either the tracking is fake or the parcel was lost in transit.Duluth use to be an American company. It isn't any longer. I was also charged a foreign transaction fee that wasn't disclosed on the webpage. I will never purchase from them againBusiness response
01/19/2024
We are very sorry our customer has been a victim of fraud. This is not our site nor our order. We will reach out to our customer to let them know to dispute the charges.
Thank you!
Initial Complaint
01/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order Placed on 12/29/23. #xx2023122199058 (Order#) Duluthtradings.club *************************** phone#************** I received No tracking # Sent Email to the ***************************. No reply. This is A fake site.Business response
01/16/2024
We are sorry that our customer was scammed by this fraudulent site. We do not have any association with this site and our customer must dispute the charges with their financial institution to receive a refund. We sincerely apologize for the issue.
Thank you!
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Get a QuoteCustomer Complaints Summary
55 total complaints in the last 3 years.
23 complaints closed in the last 12 months.