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
- 141 total complaints in the last 3 years.
- 98 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:12/28/2024
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.
Placed order on Dec 17th. Still no shipping status. Reached out via email and response said we will get back to u in 3-4 b days. Still no response. After waiting 40 min finally spoke with someone who could only tell me my package was shipped on the 26th but 2 days later no update in the system on the shipping. **************** had no idea when it would arrive but stated it could take 10 business days from when it was shipped. Really? In this age it should not take a month from the order date to get a domestic package (I ask cs *** and she said package being shipped from **. She also said they had higher than expected volume. Its the holidays volume is always high this time of year. If the company did not expect this, its sales and ops officers should be fired. I have been a long time customer but this is my last order. Never again.
Business Response
Date: 01/09/2025
Dear *****,
We are reaching out to follow up on your recent Better Business Bureau complaint regarding order WEB30302563. We sincerely apologize that your order did not arrive as expected and that you had difficulty reaching us to resolve the matter. We understand how frustrating this experience must have been.
After reviewing your case, we regret to inform you that the item you ordered, the ***** Men's Fire Hose Flannel-Lined Standard Fit Limber Jac, is currently out of stock, and unfortunately, we are unable to send a replacement order at this time.
To resolve the situation, we have issued a refund in the amount of $42.53, along with the $9.99 shipping fee, back to your ****** account. Please allow 3-5 business days for the credit to appear in your account.
We truly appreciate your patience and understanding, and once again, we apologize for the inconvenience this has caused. Should you have any further questions or concerns, please don't hesitate to reach out to us directly, and we will be happy to assist you.Kind regards,
Duluth Trading Company
Initial Complaint
Date:12/27/2024
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.
Delayed shipping. Received the wrong order which is marked damaged/opened by ****.. over $300 order and I received a damaged box, after nearly 10 days of no **** activity. The box contains newspaper and 2 wrong items from Duluth. No answer from Duluth email, and phone contact ranges from 45 minutes- 1.5 hours. I just want a refund or my originally ordered items..Business Response
Date: 01/07/2025
We can see that you were able to get in touch with one of our representatives and a couple of refunds were processed for the total amount of your original order.
We apologize for the bad experience with the shipment and we thank you for the opportunity to make things right.
Initial Complaint
Date:12/27/2024
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.
Ordered product on 11/28/2024. Company did not ship product and I canceled the order on 12/5/2024. I disputed the charge with my credit card company. On 12/23/24 Duluth Trading Company emailed me stating they wanted payment for the cancelled order. I cancelled the order and I did not receive any product.Business Response
Date: 01/09/2025
Dear ******,
Thank you for your feedback. We sincerely apologize for any confusion or frustration this situation may have caused. We have responded to your complaint via email, which included the tracking number for the delivery as well as a photo of the package delivered to your address.
Sincerely.
Duluth Trading Company
Customer Answer
Date: 01/10/2025
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.
Photo is of packages delivered from other companies. Photo does not show Duluth Trading Company on the package. Package was not delivered. Complaint not resolved and I do not authorize being charged for this order. I want the charge back to remain in place. I want Duluth Trading Company to state they will not submit another charge for the undelivered order.
Regards,
****** *****Business Response
Date: 01/16/2025
Dear ******,
Thank you for your follow-up regarding your complaint. We sincerely apologize for the inconvenience caused by not receiving your package. We understand your frustration, and we are committed to resolving this matter.
We have received notification of the chargeback and want to confirm that no further charges will be applied to the undelivered order. Furthermore, we have noted the carrier issue in your account to ensure it is properly addressed.
We regret any inconvenience this issue has caused and are committed to ensuring it does not happen again. If you have any further questions or need assistance, please feel free to contact us.
Kind regards,
Duluth Trading Company
Initial Complaint
Date:12/27/2024
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.
ordered 2 pair pants on 12/8/24 and website said would be delivered before 12/25/24. This never happened and I have been very frustrated trying to contact customer service. The order was invoiced and charged to my credit card on 12/15/24 with tracking number for ontrac delivery. Said I was waiting for delivery service to pickup. This was the last I heard. Even today I tracked and said same thing, waiting for pickup. Email company twice with not response. tried online chat and it kept saying to enter question. Also called many times and kept getting message over hour wait. Did wait once for over hour and them got disconnected. Very frustrating and still don't know if my order is being shipped or what is happening to it.Business Response
Date: 01/09/2025
Dear *****,
Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the frustration youve experienced with your order.
After reviewing your case, we can confirm that your original order placed on 12/08/2024 was delayed in transit, and we regret the inconvenience caused. We also see that you reached out to us on 12/24/2024 and requested a replacement order, which we promptly processed and shipped.
On 12/31/2024, we were notified that a chargeback had been initiated for the replacement order, which was shipped on 01/01/2025. According to the tracking information, the replacement order was successfully delivered to you on 01/05/2025. ***** also took a photo at the time of delivery, confirming that the order was received. For your reference, the ***** tracking number is 9631091350203125019300283905451044.
As a result of the chargeback, there is now a balance of $76.80 on your account, which is due. We kindly ask that you address this balance at your earliest convenience to resolve the matter.
We understand that the delays and challenges with customer service have caused frustration, and we are truly sorry for any inconvenience this has caused. If you have any further questions or concerns, please don't hesitate to reach out to us directly, and we will be happy to assist you.
Thank you for your understanding.
Duluth Trading Company
Initial Complaint
Date:12/27/2024
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.
Purchase made online Nov.26, 2024 for $11.70.Order number WEB29313730.Order never received.Emails asking regarding my purchase never answered.Company never answers phone calls.A whole month later without any communications from the seller is simply unacceptable.Its concerning that nobody has contacted me regarding my missing purchase.Nor theyre bothered to provide the courtesy of a response as to whether they will send me the paid merchandise or issue a refund.Business Response
Date: 01/09/2025
Dear Simeon -Thank you for reaching out. We sincerely apologize for the inconvenience caused by your order (Order #WEB29313730) placed on November 26, 2024.
We have confirmed that the item was shipped and delivered on January 4, 2025, according to **** tracking (Tracking Number: **********************). Additionally, a full refund of $11.70 was issued to your ****** account on December 31, 2024.
If you have not received the package, we recommend checking with your local post office or neighbors. Should you need further assistance, please let us know, and we'll be happy to help.
We apologize for any delay in communication and appreciate your understanding.Best regards,
Duluth Trading Company
Initial Complaint
Date:12/27/2024
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.
ExchangeBusiness Response
Date: 01/07/2025
Dear *******,
Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or inconvenience caused by the issue with your order from 11/25/2024. We are committed to resolving this matter to your satisfaction.
We see that you received the incorrect items, and we appreciate you reaching out to us promptly so that we could arrange for a replacement. On 12/2/2024, we processed a replacement order, which was shipped and delivered by our shipping partners. Our records indicate that this replacement was successfully delivered. However, we also noted that a chargeback was initiated with your credit card company, and the total amount of $61.72 was refunded for the original order. We understand the importance of addressing any discrepancies in this process, which is why we are reaching out to ensure everything is resolved.
To clarify, we are happy to assist with any exchange for the replacement items if you received them. If you'd like to exchange for a different size or color, we would be happy to help facilitate that. We would need to collect payment for the items to proceed with this exchange.
If, by chance, you did not receive your replacement items or if they were not delivered as expected, please let us know immediately. We can resolve the chargeback issue and provide a prepaid ***** return label for you to return any incorrect or misdelivered items. Additionally, we can arrange for ***** to pick up any returns from your porch.
We are dedicated to providing excellent customer service and ensuring a positive resolution for all of our customers. We hope to hear from you soon so that we can move forward with a solution.
Thank you for your patience and cooperation. Please don't hesitate to reach out to us directly with any further questions or concerns.
Best regards,
Duluth Trading Company
Customer Answer
Date: 01/07/2025
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 type your response here.]
I did not receive the correct items.
Regards,
******* ********Business Response
Date: 01/13/2025
Dear *******,
Thank you for bringing your concerns to our attention. We are pleased to inform you that your issue has been resolved. Our team was able to contact you by phone, and we addressed your concerns directly. We hope that you are now satisfied with the outcome.
We sincerely appreciate your patience throughout this process and are committed to ensuring a positive experience for all our customers. If you have any further questions or need additional assistance, please dont hesitate to reach out.
Thank you again for your understanding.
Kind regards,
Duluth Trading Company
Customer Answer
Date: 01/13/2025
[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:12/26/2024
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 for Christmas on November 26. That order is still sitting and hasnt been picked up by the carrier. I would like my money back. Duluth has not responded to my emails. I have sat on hold and chat for over an hour and then they disconnect! It appears theyve done this to many , many customers.Business Response
Date: 01/07/2025
Good afternoon,
We apologize that your order was never received. We have processed return RTN-02878239 to refund for the amount of $42.19 back to your original method of payment.
Again, we apologize for the inconvenience.
Initial Complaint
Date:12/26/2024
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 contacted him send him pictures you contact me twice haven't heard from him send him pictures and I'm just looking for an exchange and I think I ordered it sometime in October and I know there's two orders so I'll give you the one that I think comes close and any event I did return the extra one back to himBusiness Response
Date: 01/07/2025
Original order WEB23890999 was placed in 9/27/2023 at that time we received communication that the wallet was not received and a replacement order was processed on 10/11/2023. After that a return for refund was processed for the wallet on 10/20/2023.
We see that a couple of our customer care representatives have responded to your emails.
At this time another replacement cannot be processed.
We apologize for the inconvenience this may cause.
Customer Answer
Date: 01/07/2025
[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. Thank you very much for your help with this matter I will still shop with Duluth trading company but I think I will look elsewhere for a wallet from now on
Regards,
***** ******Initial Complaint
Date:12/25/2024
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.
YOU HAVE MY MONEY TO PAD YOUR Q4 BUT I DON'T HAVE MY PRODUCT OR GIFTS! SHAME ON YOU!Placed an order on Dec. 5th which was all to be Christmas gifts and Stocking Stuffers. I had about $200 to do so and spent it all at Duluth. On Dec. 11th I received an "we're almost there" email. When nothing further was heard, I emailed on Dec. 17th THEN called (spent 70 min. on hold) when it said the response time was 3-4 days. The woman I spoke to on the phone was very nice and apologetic but insisted the items would reach us before Christmas. Said, "they are expediting everything at no additional charge." Well, I received tracking today and my items won't be arriving until Dec. *******, tomorrow morning I need to make apologies to 3 people... I will never do business with your company again... YOU as a company messed up my Christmas, not just by the lack of communication and items, but add the stress and the financial pressure on top... Yeah, I'm done, and from the sounds of it by the reviews, I'm not the only one.Such a shame... Could have ALL been avoided with better communication.THIS IS COMPLETE BULL**** and I am sorry... I know it's the holidays but this is ridiculous.Business Response
Date: 01/06/2025
One of our crew members reached out to ***** and was able to confirm that order was received.
Thank you for giving us the opportunity to make things right.
Initial Complaint
Date:12/23/2024
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.
WEB29477133 order placed November 29, 2024. Calls, emails, live chats attempted. I've not been able to get through after numerous attempts. Today is December 23. No package, and no response from company.Business Response
Date: 01/06/2025
Order did not process correctly and had to be cancelled.
Since the order was cancelled the original method of payment was never charged.
We have emailed customer.
Customer Answer
Date: 01/06/2025
[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,
******* *******
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