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

  2966 Finley Rd Downers Grove, IL 60515-1042

• 

  Duluth Trading Company

  18493 Hall Rd Macomb, MI 48044-4227

• 

  Duluth Trading Company

  10900 Assembly Park Dr Wixom, MI 48393

• 

  Duluth Trading Company

  9801 Lyndale Ave S Bloomington, MN 55420-4730

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:10/14/2025

  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.

  Date of transaction: October 12, 2025 Order was placed on this date. Received an email 2 days later saying that the order failed. The money was authorized in my account. Contacted their customer service via chat. Did not assist but gave me the phone number of customer service to call. Called customer service and they did not have the items in stock and I was not able to purchase the items again at the price I orginally purchased them. The payment processing system that this company uses is scamming us. Authorizing funds that are not going to be processed and they have no way of fixing the situation. They suggested calling on the phone to order next time, but I am worried about giving my credit card to a person over the phone.

  

  Business Response

  Date: 10/17/2025

  Hello *******,

  I apologize for the inconvenience of this situation, and I am researching how this occurred and how we can make this up to you.  I will be in touch soon, and in the meantime, feel free to call me at ************ or email me at *************************************************************.

   

  Thank you

  ********

• Initial Complaint

  Date:08/13/2025

  Type:Sales and Advertising 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 June 26th, 2025, I ordered a pair of women's overalls and was assigned order# WEB31703309. I received an email stating Duluth Trading Co received my order, but I never received an email stating the overalls had been shipped. On June 30th, 2025 $70.48 was withdrawal from my Banking/checking account via ******. Because I never received a confirmation email stating my order had been shipped, I decided to cancel my order. On Monday July 7th, 2025 at approximately 0729 CST, I spoke with a **************** Representative and cancelled my order. She stated that $70.48 would be refunded back to ****** and into my bank checking account. Within approximately 20 minutes, $19.99 was refunded to my ****** account and back into my checking account. I waited six business days to receive the remainder of the refund of $50.49. On Tuesday, July 15th, 2025, at approximately 0711 CST, I called the **************** phone line again and spoke with **************** phone representative, ****** to state my refund was short in the amount of $50.49. ****** stated she would, "push the refund through processing," and that it would take 3-5 business days for me to receive the remainder of the refund of $50.49 to ****** and into my checking account. Eight business days later, I still had not received the remainder of my refund of $50.49. On Friday, July 25th at approximately 0705 CST, I spoke with **************** phone representative *****. She stated that because I had not yet received the remainder of my $50.49 refund, she would contact the "I.T. Department," as the refund was not pushed through and "was held up in processing." It had now been thirteen business days since I spoke with the ***, ***** and 27 business days since I originally had been promised a refund for my cancelled order. As of today, August 13th, 2025, I have not received the remainder of my refund of $50.49 back to my checking account via my ****** account.

  

  Business Response

  Date: 08/22/2025

  Good afternoon *******,

  Thank you again for speaking with me today. I apologize that this process has not gone as it should. As I mentioned, we are looking into why your return would not process to ensure this doesn't happen to you or anyone else.

  I have created a new return for you, RTN-03057459. The refund will be coming back to you via check, and should be in the mail shortly. If for some reason you do not see the check by Friday, September 5th, please let me know. I can be reached by email at ************************************** or the phone number we spoke on today.

   

  Thank you for your time,

  ***** *.

  Customer Answer

  Date: 08/29/2025

  [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. A big thank you to ***** for finally resolving this issue for me!
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:08/12/2025

  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 ordered before 8 am Monday morning and paid expedited shipping of $37.99 + tax for "second day" delivery. Thinking, "Ok, this should arrive by Wednesday midday. In time for my trip I leave Wednesday evening for" I attempted to contact customer service for assistance to verify they order was processing and would indeed arrive in time. I was on hold for 20 minutes than hung up on. I went online and opted to chat with a representative. After waiting yet again another 20 minutes, the agent was dismissive and rude. Refusing to give me any information and restating the same policy over and over. This is the second incredibly frustrating incident with this company. My previous order, they lost and it didn't arrive for six weeks. No apology, no responsibility. The website states for expedited shipping "Orders placed before noon CST on Sunday, will arrive the following Tuesday" My order was place 7:53 am, Monday 8/11 and as of Tuesday 8/12 15:43 (3:43pm) my order hasn't even been processed.

  

  Business Response

  Date: 08/21/2025

  Good morning ***-***,

  I am very sorry for the experience that you had with Duluth Trading recently. It is always our goal to provide excellent product that is backed by equally excellent service, and that did not happen this time. 

  In the *************** we don't have much control over the shipping aspect of the business, but we do have a lot of control over how our customers are treated and helped when something goes wrong. I will be investigating your interactions with our team members and provide coaching for how things were handled. 

  In reviewing your order, I see that we were able to refund the shipping charges back to you. I'm sorry that the order didn't arrive in time for your trip, so if you need to return anything please don't hesitate to reach out and we can help. There is a note in your order as well that we will not charge the $7.99 return fee should you wish to send anything back.

  Once again I apologize for how this interaction has gone, and want to thank you for your loyalty to us in the past. 

   

  Thank you.

• Initial Complaint

  Date:07/17/2025

  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 placed an order for a shirt and never received it. I have tried calling them 3x, using their chat 3x, emailing 4x, and no one ever answers. I want a refund, which I was told by Duluth through FB messenger can happen if it's been 10 days since it shipped. It's been more than 10 days. They told me I need to call or chat to get help, but no one answers.

  

  Business Response

  Date: 07/21/2025

  Good afternoon,

  I am very sorry that your order took longer than expected to deliver, and that it has been difficult to contact us. In looking at the tracking information, I see that it was delivered this past Saturday, 07/19.

  Typically we do tell customers that orders may take 7-10 business days to arrive, but we noticed that some orders placed the Monday after July 4th were taking longer to deliver from ****. This has caused hire than anticipated call volume and we apologize it was taking so long to speak with us. 

  I see that you were able to recently speak with one of our agents as they assisted you with a return. Our call volume has improved so I implore you to reach out again should you need any further assistance. 

  Once again I apologize for this negative experience you had with Duluth, and I look forward to the opportunity to better serving you in the future. 

   

  Thank you.

  Customer Answer

  Date: 08/01/2025

  On Thu, Jul 31, 2025 at 7:08 PM ****** ******* <*****************************> wrote:
  Thank you! The issue has been resolved.
  I appreciate your help. 
  Have a great day!
  ******

• Initial Complaint

  Date:07/14/2025

  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.

  My package arrived in ********** mass last Monday 45 minutes from my house. Then it went to ********** ma 1.5 hrs from my house. Then they drove by my house on Friday to send the package to *********** 1.5 hours in the opposite direction from my house. Then it arrived in *************** on Friday of last week where it sat until they put it on a truck to my house. That as of 7 pm has not arrived. So 1st wheres my stuff, 2nd shipping has cost you a valued customer which is really too bad, I really like the quality of your products.Answer me sometime this month please *** W

  

  Business Response

  Date: 07/15/2025

  Good afternoon,

  I would like to start by saying that I am very sorry to hear that your delivery did not go as planned. In looking at the tracking information provided by ***, it does not state any reasons as to why it wasn't delivered sooner, or why it bounced around so much. I'm glad to see that the package was delivered to you yesterday.

  I see that you have ordered often from Duluth in the past, and want to extend my gratitude towards your loyalty to our brand. I'm sorry that this experience did not go as planned, and hope that you'll put your trust in us again in the future. 

  If you have any questions, please feel free to reach out to us by phone at ************, or by email at ********************************************************************.

   

  Thank you for your time.

• Initial Complaint

  Date:07/07/2025

  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.

  A link for Duluth Trading post was on ********. I clicked the link and purchased sale items through **** pay on ********. The website Dressedupz Support with email address of *********************** When I emailed them thinking that this may be a scam, they reassured that it was not. ****************************************************** This was the tracking website that said they delivered this to me.That did not.If you can help that would great. Thanks in advance The dates on my statement are 5/12/25, one for $56.90 and $60.72 *** *******

  

  Business Response

  Date: 07/11/2025

  Good afternoon ***,

  I'm so sorry to hear about your experience. There has been a rise in fraudulent people disguising themselves as legitimate businesses lately, and Duluth has not been an exception to this. Our team is doing everything we can to report and take down these fraudulent sites. 

  Our advice to customers, if you haven't already done so, is to contact your banking institution and dispute the charges from the fraudulent site and discuss with them further options to protecting your money. I will be informing our technical team of the fraud site you provided so it can be taken down.

  Additionally, Duluth Trading does not sell their product on any other website than **************************. Any other site claiming to be us or sell our product is fraudulent.

  Again I am very sorry that this has happened, and appreciate you brining this matter to our attention. Should you require further assistance, please feel free to contact us either by phone at **************, email at ******************************************* or chat with us on our website, **************************.

   

  Thank you for your time.

• Initial Complaint

  Date:07/07/2025

  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.

  Made purchases on 6/9/2025 with $100 Duluth gift card order WEB31589254. Before completing the purchase, I verified the card's amount through their website. Total amount due was $106.50, the $6.50 was charged to my debit card, which shows processing at my bank. On 6/13/2025 I go to website to get an update on tracking. Online chat *** says order was canceled because the payment was declined, and I would need to call customer service. I called, and all of a sudden they cant find the purchase in their system- AT ALL! However I have the confirmation email and a screenshot showing it processing at my bank. It seemed at some point she found some kind of record of my order but couldnt explain why it was cancelled. Coincidently enough- the balance on gift card is now ZERO! *** said, it has to be escalated to accounting to figure out how to handle the situation, and it will be 5-7days before I hear back. Then the customer service *** asks me if I want to place another order over the phone? WHAT? You have taken my money, but have "no record of it", and I have no product, in what world would it make sense for me to give you MORE money? As of 7/7/2025, I still have not heard back from company and gift card is still showing a zero balance.

  

  Business Response

  Date: 07/11/2025

  Good afternoon ********,

  I know we reached out yesterday with some scenarios on how to move forward with your situation. Since then, our accounting team has informed us that when your order was originally placed, the funds from the card were placed on hold. Because the order was cancelled, these funds remained on hold. Our accounting team has removed that hold, and your gift card now has the original balance of $100 on it.

  I apologize again for what happened and for how long this process has been. This was a rare scenario that does not happen very often and it was missed by us as to what should have happened after the order was cancelled. We will be taking this as a learning opportunity to better serve you and our other customer in the future.

  If you have any questions, we'll be happy to help. You can reach us by phone at ************ or chat with us at ***********************************************.

   

  Thank you for your time.

• Initial Complaint

  Date:07/07/2025

  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.

  On July 5th 2025 I placed an order and authorized the amount of $123.51 for the order that was placed. On July 6th I was notified by ****** that Duluth Trading Company increased the amount above what I had authorized and were now charging me more for the order. Per ******* "You approved an order to Duluth Trading Compa... on July 5, 2025 for $123.51 USD. Duluth Trading Compa... has updated the total amount of your transaction. Your new total is $123.52 USD."This increase in price was because Duluth CHOSE to split the order up into multiple orders with the intent of charging me more than what was authorized. When a consumer pays for goods or services that are of a fixed value a business cannot suddenly decide to increase what they are charging and make unauthorized charges without the approval of a consumer. This turns a regular transaction into a fraudulent transaction. If there is an increase the business has 2 options, to cancel the order or to bear the cost of the increase if the consumer is not willing to approve additional ********* have two options. 1. You can either fix the transactions so they equal the original amount authorized. 2. You can provide a full refund for the entire amount and afterwards provide a prepaid shipping label, at your expense, for the items to be returned. Those are your only two options. I will not accept any sort of gift card since I will never do business with your company again.

  

  Business Response

  Date: 07/11/2025

  Good afternoon,

  Thank you for reaching out to us. I apologize for the inconvenience this has caused. In reviewing the order that you placed with us, WEB31768619, I see that you have already reached out and spoken to some of our crew members and were given an explanation as to why some of our orders are split between multiple fulfillment centers. There must have been a rounding error after your transaction was processed that resulted in the difference in price from when you first placed the order. I am very sorry that this has happened.

  I have processed an order credit back to your ****** account, which you should see soon. Sometimes refunds to ****** take 3-5 business days to fully process.

  If you have any questions or need further assistance, please feel free to reach out to us by either phone, at ************, or by email at ********************************************************************.

   

  Thank you for your time.

  Customer Answer

  Date: 07/13/2025

  The admission of fraudulent charges and subsequent reimbursement is satisfactory. 

• Initial Complaint

  Date:06/27/2025

  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.

  Made purchases on 6/9/2025 with $100 Duluth gift card order WEB31589254. Before completing the purchase, I verified the card's amount through their website. Total amount due was $106.50, the $6.50 was charged to my debit card, which shows processing at my bank. On 6/13/2025 I go to website to get an update on tracking. Online chat *** says order was canceled because the payment was declined, and I would need to call customer service. I called, and all of a sudden they cant find the purchase in their system- AT ALL! However I have the confirmation email and a screenshot showing it processing at my bank. It seemed at some point she found some kind of record of my order but couldnt explain why it was cancelled. Coincidently enough- the balance on gift card is now ZERO! *** said, it has to be escalated to accounting to figure out how to handle the situation, and it will be 5-7days before I hear back. Then the customer service *** asks me if I want to place another order over the phone? WHAT? You have taken my money, but have "no record of it", and I have no product, in what world would it make sense for me to give you MORE money?As of 6/27/2025 I still have not heard back from company and gift card is still showing a zero balance.

  

  Business Response

  Date: 07/09/2025

  Good afternoon ********,

  I would like to start by saying I'm very sorry for how long this has taken to be resolved, and for the inconveniences this has caused. We take great pride in the services we offer, and have not met those standards with you.

  I have been working with our accounting department to see where the initial $100 used from the gift card went, and how we can get it back to you. One method is we can make the funds available to be used towards a purchase. The other method is we can put the money on to a new gift card and send it to you. Unfortunately, our gift cards are not re-loadable, so we are unable to put the funds back to that card.

  If you would prefer, you and I can meet over the phone this week at a time/date that is convenient to you and we can discuss these options further, and I can assist in any questions you may have.

  I apologize again for the hassle this has been, and look forward to the opportunity to make things right.

   

  Thank you for your time.

• Initial Complaint

  Date:06/14/2025

  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.

  This store doesnt stock anything but huge sizes, they told me I could get the shorts I wanted in my size but I go on the website and I cant. They are very anti skinny and this is infuriating.

  

  Business Response

  Date: 06/20/2025

  Dear ****** -

  Thank you for reaching out and sharing your feedback. We deeply apologize for the frustration youve experienced in trying to find the shorts in your size. We understand how disappointing it can be when your preferred size is out of stock.

  Sometimes, our more popular sizes sell out quickly in-store, and we are left with limited stock in larger sizes. We do try our best to keep a wide range of sizes available, but availability can fluctuate.

  If you ever find that the size you're looking for isnt available in-store, we encourage you to check our website for availability. Should you choose to order online, please know that returns and exchanges are always free at our physical stores, and our team will be happy to assist you in person.

  We truly value your feedback and are committed to providing a positive shopping experience for all of our customers. We hope to better serve you in the future and appreciate your patience as we work to improve our stock and availability.

  Best,

  Duluth Trading Company

  Customer Answer

  Date: 06/21/2025

  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.

  it seems like you didnt even fully pay attention to my complaint. I did try to get it online and it was also not available online! You need to order more of the sizes people actually use and less of these huge sizes that never sell. I need my problem resolved and not just a generic response that isnt even applicable to the issue. Thank you.

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

  

  Business Response

  Date: 06/24/2025

  Dear ****** -

  Thank you for reaching out to us again. We're sorry that we haven't been able to provide the product and service you were looking for, and we apologize for the further inconveniences you've experienced. We sincerely regret that our previous response missed the **** and caused additional frustration. We understand your disappointment and appreciate you clarifying that the item you needed wasn't available online either, in addition to your in-store experience.

  We hear your feedback loud and clear regarding our sizing inventory. It's clear that we need to do a better job of stocking the sizes our customers actually need. We will pass your feedback to our product team that our sizes and quantity should be revisited to better serve a wider range of customers. We're actively reviewing our inventory management and purchasing processes to ensure we have a wider range of popular sizes available both in-store and online.

  Thank you for bringing this to our attention. We value your business and are committed to making this right.

  Best,

  Duluth Trading Company

   

   

  Customer Answer

  Date: 06/25/2025

  [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:
  
  thank you for taking my issue seriously and I appreciate you taking the time to look into this. Im sad I will never get those shorts but hopefully you will come out with more cute patters in my size because I do not want a basic plain color and thats all that is left in my size. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****