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
- 151 total complaints in the last 3 years.
- 106 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:04/18/2025
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.
Used a gift card in the amount of $300 on this order On March 31 Order was cancelled however the balance was not returned to the gift card.Contacted customer service who said they would fix ****** its Apr 18th and the balance is still showing as 0.I would like my gift card back.
Business Response
Date: 04/22/2025
Dear ******* -
Thank you for reaching outwe appreciate the opportunity to address your concerns and make things right.
Your original order was canceled in accordance with our policy, which does not allow gift cards to be used as payment for the purchase of other gift cards. We understand this may have been frustrating, and we sincerely apologize for any confusion or inconvenience it may have caused.
To resolve the issue, we have issued a new gift card in the amount of $300.00, reflecting the full value of your original payment. The new order number is SO061435794. We also want to extend our sincerest apologies for the delay in processing this replacement.
The gift card was processed today and will be mailed to you via the *******************. You should receive it within 10 business days.
If you have any questions or need further assistance, please dont hesitate to reach out. Thank you again for your patience and understandingwe truly value your business and the opportunity to serve you.
Warm regards,
Duluth Trading Company
Initial Complaint
Date:04/08/2025
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.
Transaction original date was sometime in December. Items were delivered to me 12/22/24. I sent them back and recieved a confirmation email that 1/9/25 that items were on way. I did not hear anything i reached out on 3/27/25 via email and was told that the refund was issued. It is now 4/8/2025 and i have yet to recieve any refund from ******. They are now telling me it's ****** and not them. I Just want my refund. I did not remove any tags it was a few shirts that my husband did not like he did not wear them or even try them on.Business Response
Date: 04/14/2025
Dear ******,
Thank you for reaching out to us, and we sincerely apologize for any confusion or frustration youve experienced. We understand your concern regarding the refund process, and we appreciate the opportunity to address the issue.
After reviewing our records, we can confirm that a refund of $73.50 was processed to your ****** account on March 27, 2025. We recommend checking your ****** account again to ensure that the transaction has been reflected on your end. Sometimes, these refunds can take a few business days to appear depending on ******* processing times.
If you are still unable to locate the refund in your ****** account, we suggest contacting ****** directly for further clarification, as they may be able to provide more specific details on the transaction.
Please don't hesitate to reach out if you need any assistance or have further questions. Were here to help and want to ensure this matter is resolved to your satisfaction.
Best regards,Duluth Trading Company
Initial Complaint
Date:02/08/2025
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.
An order a place from Duluth was not fulfilled. I did a return to exchange items that didnt fit, and they lost the package, then foundit and said that they had a problem on their end and could not locate where the purchase was made because their accounting had issues with their computers and its been a month now and they cannot figure out whats going on and I have not received my clothes. I have emails anddocuments to prove this. This is the worst customer service experience Ive ever dealt with with them in 10 years, Ive never had an issue. I just want my money refunded now for the full order because they dont know what they owe me and I dont understand whats going on with them. Preferably would rather have a gift card sent for the full amount so I can go to the store in person and purchase clothes so thereisnt another mess upBusiness Response
Date: 02/19/2025
Dear *******-
Thank you for reaching out to us regarding your complaint. We have thoroughly reviewed the details surrounding your order WEB30488203, and we would like to provide clarification and a resolution to the matter.
Order Breakdown:
Original order total: $328.33
Amount paid by customer: $90.70
Balance due to ********************** (DTC): $237.63Upon investigation, we found that there was an issue with one of the returns associated with this order. A return was processed via ****** with tracking number ************, and the package was received by ***. However, due to an internal processing error, the return was not correctly recorded in our system, and therefore, the refund for the returned items was not applied to your account.
The value of this return, including tax, is $127.39, and we owe you that amount.
Additionally, we noticed that another return (RTN-********) was processed in our system and a refund of $86.29 was applied to your account. However, this refund was mistakenly applied to your balance due on the order instead of being tied to the missing Narvar return.Current Status:
Amount originally owed to DTC: $328.33
Paid by customer: $90.70
Balance due to DTC: $237.63
Refund from return RTN-********: -$86.29
Remaining balance after refund: $151.34
Amount due for the missing Narvar return: $41.10
Final balance due to DTC: $110.24Resolution:
We kindly request that you confirm that you did not receive the full refund for the order total of $328.33. If you acknowledge that the balance of $237.63 is still outstanding, and upon payment of this amount, we will proceed with the following:
Release the replacement order (SO059259902) to you.
Issue a refund of $41.10 for the missing Narvar return, which will be applied to your account once payment is received.We apologize for any confusion and inconvenience caused by this situation. We are committed to resolving this matter promptly and ensuring that you are fully satisfied with your experience.
Please let us know if you have any questions, and once we receive your confirmation and payment for the remaining balance, we will move forward with the necessary actions.
Thank you for your attention to this matter. Please reach out to ********************************** on how you wish to proceed and we will be happy to have this resolved as quickly as possible.Kind regards,
Duluth Trading Company
Customer Answer
Date: 02/26/2025
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 reviewedthis is being drawn out way too far. My orders have disappeared off of your website. I returned the rest of the belongings in store and bought new clothing, and I was supposed to have the situation fixed after I went to the physical location and handled it and now I have no clothes I returned everything and all of my orders have disappeared off your site now except the purchase I made in-store and the two jackets I am out over $300. All I want is a in-store credit to satisfy my payment. Im not wanting any money back. I just want my clothes. Ive been ordering clothes from Duluth trading company for 10 years and never had a problem until here recently, and they admitted they had an issue. They cant even tell me why I am being ripped off.
Regards,
******* *******Business Response
Date: 03/07/2025
Dear *******:
First, I want to sincerely thank you for your continued patience as we work to resolve the issues surrounding your order. I understand how frustrating this situation has been, and we deeply apologize for the inconvenience caused.
After thoroughly reviewing the details of your case and confirming with our accounting team, we have determined that there is an outstanding balance of $151.34 on your order. The original order total was $328.33, and after applying the $90.70 payment from ******, a balance of $237.63 remained.
The cancelled exchange for the amount of $86.29 was applied to the balance owed, leaving a balance due of $151.34. Once this payment of $151.34 is made, your order will be paid in full.
To help us move forward, I kindly ask that you verify with ****** that the full amount of $237.63 was paid for the order. If the payment was processed, please send us the Transaction ID receipt from ****** at ********************************** so we can confirm the payment on our end.
Once we have received the full payment documentation for the $237.63 transaction, we will be happy to:
Process the missing $41.10 refund for the Narvar return and apply it to your account.
Release the replacement order SO059259902 for the items you are requesting.
Address your request for an in-store credit, which will be issued once we confirm the payment.
Additionally, I want to address the issue of orders disappearing from your account. This typically happens when orders are placed as a guest rather than while logged into your account. If you sign in when placing your orders, they will appear in your account, and you will be able to track them more easily moving forward.
We genuinely appreciate your patience and understanding as we work through this. We are committed to resolving this issue as quickly and smoothly as possible, and we are here to help you every step of the way. If you have any questions or need further assistance, please dont hesitate to reach out to us.
Thank you again for giving us the opportunity to resolve this for you. We truly value your business and look forward to getting this matter settled promptly.
Kind regards,Duluth Trading Company Care Crew
Initial Complaint
Date:01/30/2025
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.
My husband placed an order at the end of November for a Christmas gift for me - it was two women's items. A pair of pants and a headband (Order WEB29289169). A week or so later, he received a shipment from Duluth with a pair of men's underwear, no other items were sent and there was no packing slip or other information. He sent an email to the company, which was never returned until over a month later once we filed a dispute with our credit card company (after Christmas). A few days later, he called (and waited on hold for over 2 hours) and spoke to a representative that assured him that the correct items were being sent; however, they would not be received until after Christmas. This is my first complaint - this was their mistake and with over 2 weeks before Christmas, they could have and should have sent the items overnight. The items never came. We waited until after Christmas, just in case they would still arrive, since the representative did tell him it would be after Christmas; however, the items never came. We filed a dispute with the credit card company, and only then did he receive a reply on the email sent over a month earlier. When he followed the instructions to call in regarding the order, he was once again assured the items would be shipped. We returned the pair of underwear that we received in error on 1/9/25. He received an email that the return was received but we STILL have not received the original order.Business Response
Date: 02/05/2025
Dear ****** -
We sincerely apologize for the inconvenience and frustration youve experienced with your recent order. We understand how disappointing it must have been to wait for your Christmas gifts, only to receive the wrong items, and then face delays and poor communication. Please know that this is certainly not the experience we intend for our customers, and we deeply regret that we did not meet your expectations.
We would like to assure you that we still have the items you originally ordered available as of today. However, since you filed a dispute with your financial institution, we are unable to fulfill the replacement order at this time. If you would be willing to remove the dispute with your financial institution, we will be more than happy to proceed with sending the correct items. Alternatively, if you prefer, we can place the order for you over the phone for a brand new order.
To proceed, please contact our customer service team at **************, where a representative will assist you in resolving the issue and ensuring you receive your correct items.
You can also expect an email from us through our Fan Help team, where we will gladly take your preferences into account and work with you to resolve this matter.
Once again, we truly apologize for the inconvenience and the delays, and we appreciate your patience. We look forward to helping you get this resolved.Best regards,
Duluth Trading Company
Customer Answer
Date: 02/05/2025
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.
I have also replied to the email I received from Duluth with the following response:Thank you so much for this response. Due to the amount of time it takes for the dispute to be resolved (90 days), I am not willing to cancel the dispute. I am still waiting for that to be resolved so I can permanently have those funds returned to me so I can purchase something else.
As you can imagine, I do not have much trust that the correct items would be sent even if I did cancel the dispute. We have been told 3 times now that the correct items were being sent. I am; however, more than happy to cancel the dispute once I receive the items.
Regards,
****** ********Business Response
Date: 02/12/2025
Good morning, ******,Weve been waiting for your reply and recently reached out to you via email and phone to assist with resolving your concern.
We sincerely apologize for the error in your order #WEB29289169, where you received the wrong items. Due to high sales volumes, we are working diligently to process orders quickly. However, we recognize the need to slow down to ensure the correct items are shipped to the right person.
We greatly appreciate your return, and weve processed the credits, applying them to your chargeback. The refund of $62.67 should already have been credited back to your **** card ending in 1747. Once a chargeback is processed, the funds are returned to the customer.
As a token of appreciation, we would like to offer you a special discount: were happy to honor your original sales prices, plus an additional 10% off if you choose to place another order with us.
Please feel free to contact us toll-free at ************, or respond to this email with any additional questions or concerns. We are available Monday through Saturday from 7:00 a.m. to 10:00 p.m. CST, and Sundays from 7:00 a.m. to 7:00 p.m. CST.
We look forward to the opportunity to assist you.
Best regards,
Duluth Trading Company
Customer Answer
Date: 02/12/2025
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.
This is now my third response with no change in reply from the company. Previously sent this message and replied with the same message to an email sent to my personal email;I have also replied to the email I received from Duluth with the following response:
Thank you so much for this response. Due to the amount of time it takes for the dispute to be resolved (90 days), I am not willing to cancel the dispute. I am still waiting for that to be resolved so I can permanently have those funds returned to me so I can purchase something else.
As you can imagine, I do not have much trust that the correct items would be sent even if I did cancel the dispute. We have been told 3 times now that the correct items were being sent. I am; however, more than happy to cancel the dispute once I receive the items.
Regards,
****** ********Business Response
Date: 02/13/2025
Dear ******,
Thank you for your response. We completely understand your concerns regarding the dispute and the time it takes for such matters to be resolved. We also understand the frustration this has caused.
We want to reassure you that we are committed to resolving this issue. Unfortunately, as the chargeback has already been initiated, we no longer have the funds for the original purchase, and as a result, we typically do not ship exchanges for orders with an active chargeback. Additionally, the ***** Pattern Knit Holiday Headband is no longer in stock. However, to fulfill the remainder of your order, we have placed a new order for item ****** Women's Dry On The Fly Bootcut Pants. This order is in process, and you should receive the item soon with the order number SO059443830.
Once you receive the new item, we kindly ask that you either contact customer service to arrange payment for it, or alternatively, remove the chargeback. If you choose to do so, we will ensure that a refund is issued for the headband.
We greatly value your business and trust, and we are doing everything we can to make sure this situation is resolved to your satisfaction.
Thank you, and please dont hesitate to reach out if you have any further questions or concerns.
Regards,
Duluth Trading Company
Customer Answer
Date: 02/18/2025
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.
I appreciate your efforts but this just makes things more difficult for me as I would need to call in to have you refund my card and/or delete my dispute and start another for the amount of the headband. Please just provide me with a return label and I will send the pants back, keep the disputed amount and take my business elsewhere.In the future, I would recommend, when there is an error (on the company's part, mind you) that you take the steps to correct the error immediately (overnight the correct items). This would save you much grief and lost customers.
Regards,
****** ********Business Response
Date: 02/19/2025
Dear Ms. ********************** you for your response to the BBB complaint. We understand your decision to maintain the chargeback with your credit card company. We sincerely apologize again for the errors with your order and the frustration this has caused.
To ensure this matter is resolved as smoothly as possible, we have already emailed you a prepaid ***** return label for the pants (order SO059443830) and will do the following:
Return the pants: Please return the pants to us using the prepaid ***** return label at your earliest convenience.Cooperate with Chargeback Investigation: We will fully cooperate with your credit card company during their chargeback investigation. We will provide them with all necessary information, including details of the original order, the incorrect shipment, your attempts to resolve the issue, and confirmation of the return shipment once received.
We understand that this process may take some time, and we appreciate your patience. We are committed to learning from this experience and improving our processes to prevent similar situations in the future.
Best regards,
Duluth Trading CompanyInitial Complaint
Date:01/23/2025
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 placed an order during their 50% off sale in nov/dec. my order came and a couple of item didnt fit so I did an exchange online and it arrived the end of December. I dont live near a store. It a state away but I took a road trip and went to return some stuff and purchase some stuff in store. The employee in store couldnt process my return in store because the order wasnt invoiced online even though it had been delivered. I contacted Duluth they agreed to refund me and sent me a refund for the shipping charges immediately. They told me that it would take two weeks after they receive my return to get the refund the item. I said fine. I contact them two weeks later and they tell me that they issued a credit onto my account, which isnot what I asked for and which is not what I was told. I was getting when I initially contacted them. I then reached out again and was told that they had to submit a return to the accounting department and it would take 24 to 4 hours. After that time had passed I reached out again and was told that that agent gave me the incorrect information and they were behind and they didnt know when I wouldbe getting my refund maybe sometime next week. At this point this has been a month-long process of trying to return an item because of mistakeson Duluth part and every step of the way. I understand that they had a lot of orders during the holidays, but I feel like Im being punished as acustomer and not given the level of customer service that I have been told im going to be given. At this point, all I want is a refund.Business Response
Date: 02/03/2025
Dear *******,
We sincerely apologize for the delays youve experienced with your return and refund process. We completely understand your frustration, and we truly appreciate your patience throughout this situation.
To resolve the issue, we have processed a refund back of $29.96 to your original form of payment today. You should see the refund reflect in your account within the next 2-3 business days.
We deeply value you as a customer, and we are sorry for any inconvenience this has caused. If you have any further questions or need assistance, please dont hesitate to reach out.
Thank you for your understanding.Kind regards,
Duluth Trading Company
Customer Answer
Date: 02/04/2025
[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:01/20/2025
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.
Order # WEB30562055 was placed on 01/11/2025. The package arrived damaged, and some items were missing: 3 Looking Sharp Boxer Briefs, 1 Hot *** ***** Briefs, and 2 Moose Fair Isle boxer briefs. I tried to resolve this with the customer service **** ****, but could not resolve it. Expecting a refund of $75.67.Business Response
Date: 01/30/2025
Dear ****,
Thank you for reaching out to us, and we apologize for the inconvenience you experienced with your order #WEB30562055 placed on 01/11/2025. We understand how frustrating it must be to receive damaged items and missing products, and we sincerely regret that the situation was not resolved to your satisfaction initially.
After reviewing your case, we understand that the order arrived damaged, and you reported missing items: 3 Looking Sharp Boxer Briefs, 1 Hot *** ***** Briefs, and 2 Moose Fair Isle Boxer Briefs. We regret that our customer service representative, ****, was unable to resolve the issue during your initial contact.
We understand you opened a case with ****** regarding the refund, and based on the situation, we have already processed the refund of $75.67 directly to your ****** account. The refund was issued in accordance with our return and refund policies, and we have confirmed that the amount was successfully refunded via *******
We value your feedback and will continue to review our processes to ensure we provide the best service moving forward. If you have any further questions or concerns, please feel free to reach out to us, and we would be happy to assist you.
Kind regards,
Duluth Trading Company
Customer Answer
Date: 01/30/2025
[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:01/17/2025
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 guys called me to resolve my last complaint then put in the wrong address to send the merchandise too. Now the shirt is being returned to sender.I've been trying to get this shirt to my partner for 2 months now. I am really annoyed. At this point send me the shirt for free. This is ridiculous. Your customer service wait time is too long and when they do answer they say they can't help you...urg!Business Response
Date: 01/27/2025
Dear ***** -
Thank you for reaching out to us again, and we sincerely apologize for the inconvenience youve experienced with your order and the ongoing issues you've faced. We completely understand your frustration, and its never our intention to cause any further stress.
After reviewing your case, we did submit a replacement order for the shirt and took extra care to verify the shipping address to ensure there were no issues. However, according to the shipping information, the post office was unable to deliver the package, and it is being returned to sender.
Unfortunately, the item you ordered is no longer in stock, and as a result, weve submitted a refund to your original form of payment. We genuinely wish we could have fulfilled your order as expected, and we truly appreciate your patience throughout this process.
As an apology, weve placed a note on your account to offer you a 20% discount on your next order. We value your business and hope that youll consider giving us another chance in the future.
Again, were sorry for the inconvenience this has caused, and we hope this resolves things to your satisfaction. If you have any further questions or concerns, please dont hesitate to reach out.
Kind regards,
Duluth Trading Company
Initial Complaint
Date:01/15/2025
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 on November 27 2024 for to mens work jacket tops one tall XL another L Approximately a week after I received a package containing 3 sports bras I didnt order, I immediately called customer service and was given a pdf shipping label to return the items and told the correct items would be sent back, and they werent sent back I called several times with no answers from customer service as well as numerous emails, a few weeks later a new tracking number was issued, but no items attached to it. Then I received an email saying sorry, but we ran out of your items. We will issue a refund, which they never did. I finally spoke to a customer. Service agenttold me that they would issue me a refund, but the refund was never issued. I place a claim on on ****** Duluth response was attaching the tracking number of an item never received.Business Response
Date: 01/27/2025
Dear ********* -
Thank you for your patience, and we sincerely apologize for the ongoing issues with your order. We understand how frustrating this situation has been for you, and we want to address the concerns you've raised.
After reviewing your case, we can confirm that the chargeback you initiated through ****** for the amount of $55.18 (WEB29301602) was settled on January 21, 2025. This means that ****** has reviewed your case and processed the chargeback on your behalf.
We deeply regret the confusion and inconvenience caused by the initial incorrect items, the delay in processing your order, and the lack of communication. Please know that this is not the experience we want our customers to have, and we are actively working to improve our service.
If there is anything else we can assist you with or if you have further questions, please dont hesitate to reach out. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Best regards,
Duluth Trading Company
Initial Complaint
Date:01/15/2025
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.
On-line purchase early morning of 12-9-24. Multiple telephone calls were made inquiring when order would be shipped, While employees were nice on the phone, one employee explained they had experienced multiple delays in labeling and shipping that last well over a few weeks. I needed the boots for a trip that I was departing on 12-21-24. I would have paid for express shipping but was assured the order would be out soon. Updates only came when I continued to complain. For shipping notification was sent to me on 12-18-24, multiple holdups followed with delivery finally occurring on 12-30-24, long after I had left town. I have left two additional messages, with confirmation received that they had received and would respond within a few days. Those emails were sent out by me to the company on 12-18-24 and on 01-07-25. I never received a response to either email. Duluth sent a general apology out on 01-07-25 to all their customers because of extreme delay in shipping out orders. This issue could have been remedy for faster shipping method, if an employee would have taken the initiative. My understanding was the company would not allow those answering the phone to offer faster service. They chose the snail mail which was the fault of Duluth Trading because they were aware of the problem before many orders had been made. If their phone calls are truly recorded, they should have no problem finding my dozens of phone calls made and hours of hold I was placed on in order to speak to a human being. This company failed their customers and could careless how inconvenience they put on their customers especially when they advertised that you had so long in order to make delivery by Christmas.Business Response
Date: 01/27/2025
Good afternoon -
In hopes to resolve this issue, we have reached out to ****** via email and we will wait for a response.
Good Afternoon, ****** -
We truly apologize for the inconvenience and frustration you've experienced with your recent order. We understand how important it was for you to receive the boots before your trip, and we deeply regret that we were unable to meet that expectation. The delays in shipping and the lack of proactive communication are certainly not up to the standards we strive for, and we are sincerely sorry for the negative experience.
As mentioned in our earlier communication on December 16, 2024, we offered a 20% discount on your next order as a token of our appreciation for your understanding during this time. Additionally, to further apologize for the trouble, we can offer a Customer Satisfaction gift card, should that be preferable.
If you feel there is anything further we can do to make this right, please dont hesitate to reach out. We truly value your business and hope to serve you better in the future.
Once again, we apologize for the frustration and any inconvenience caused.
Please contact us toll-free at ************ or respond to this email with any additional questions or concerns. We're available Monday through Saturday from 7:00 a.m. - 10:00 p.m. CST and Sundays from 7:00 a.m. - 7:00 p.m.
We look forward to the opportunity to assist you.Kind regards,
Duluth Trading Company
Initial Complaint
Date:01/10/2025
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 placed an order the end of November, 2024. An item was missing so I sent them an email around December 12th or so with the order number and which item was missing. I asked to either be refunded the amount of the item or have a replacement sent. The company sent a confirmation email back saying they had received my email and would get back within 4 days. Never heard from them again.Business Response
Date: 01/17/2025
Good evening ********,
Thank you for your recent email and for bringing your concern to our attention through the BBB complaint. We sincerely apologize that you have not yet received your ***** Big A** Brick Oh, Fudge! soap.
We are happy to send a replacement for this item at no additional cost to you. A new order has been processed, and the replacement order number is SO058945340. You should receive a confirmation email shortly. Please note that you will not be charged again; the dollar amount shown is simply the value of the replacement order. The package is expected to arrive in approximately 5-7 business days once it leaves our warehouse.
Also, please disregard any auto-generated return emails once this process is complete.
If you have any additional questions or concerns, please feel free to contact us toll-free at ************ or simply reply to this email.We truly apologize for any inconvenience this may have caused, and we appreciate your understanding as we work to resolve this for you.
Best regards,
Duluth Trading Company
Customer Answer
Date: 01/17/2025
[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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