Duluth Trading Reviews 279

Put in a web order 12/7 - site claimed 8-12 days shipping time. Now 12/13 and the order still has not been processed and I cannot cancel or upgrade shipping to get it before we head out for the holidays. Lesson learned - DT needs to make some significant investments in their logistics, WMS, TMS and OMS capabilities before I will consider ordering online from them again.

Placed order on 11/27. They created a fed X label on 11/29, but never gave it to Fed X. After waiting an hour on the phone was told I would receive it the next day. When that didn’t happen I waited another hour on the phone, then explained the situation. I was told by customer service that she worked from home and couldn’t speak to the warehouse. Huh? Asked to speak to supervisor Dawn who assured me she would order a new one, and overnight it. Didn’t happen! Called again, waited another hour, and spoke to another supervisor Kathy who couldn’t help, but assured me when and if it ever went out, it would be overnight. Asked for some compensation, and Kathy said she would credit me 10%. Also, didn’t happen.

NO customer service from Duluth Trading. No phone support ever found. The chat support deaded ended after the first minute. Had to wait a full hour to finally reach a chat agent. NO reply at all to an email inquiry I sent to customer support. Order was slow to be fulfilled. Arrived 16 days after order placed. I will not order here again.

I was a huge fan of Duluth Trading Company a decade ago, but they are not the same company. The customer service is non-existent and the shipping situation is shockingly bad. Orders have weeks-long ship times, and are often wrong once they arrive. Customer service is non-existent. No one will pick up the phone, answer an email, or respond to live chat.

UPDATE: I finally talked to customer service after an hour on hold and the lady would not tell me when or if my item was shipped or processed. I was not allowed to cancel or get a refund on my order. They would not tell me if my package would be here in time for Christmas. I informed customer service I was recording this phone call and said I have now documented that they are refusing to tell me anything about my order and refusing to cancel or refund it. I told her I would contact my credit card company and issue an alert and then contact Better Business Bureau, which I have done. The customer service agent flipped out, said I was not allowed to record her and then transferred me to “someone else” who never picked up.

Duluth wrote back to my complaint to the BBB lying about my experience and said “a customer service agent has met her needs.” Absolute garbage! I asked for my order to be cancelled or refunded based on my experience and they refused. I rejected their response and am still continue my complaint against them because at this point it is getting close to fraud. They hold your items hostage, won’t tell you anything, and force you to buy them by refusing to cancel or refund once they have taken so long you don’t want them anymore. Disgusting!

ORIGINAL REVIEW:
Worst company ever. Worst customer service ever. Never buying from them again. Never received my order and no customer service would help me. I’ll explain in detail below:

I ordered a Christmas present from Duluth on Dec 5, 2024. I quickly got an email from Duluth confirming my order and a confirmation from my credit card company that it had been charged for my purchase at Duluth. It’s been 6 days and no information has been updated or given on the status of my order. No response on if it had been processed or shipped. I tried emailing - no answers and the only auto reply I got was that maybe they would contact me in 3-4 days to respond.

After email didn’t work, I then tried the chat for 2 days… waiting hours. No response.

I finally called their customer service and no response. I’m currently on hold with them again right now. So far it has been 29 minutes and every 5 minutes they say my wait time is 1-9 minutes.

I’ve been charged for a product they haven’t sent, won’t confirm is processed, the tracking doesn’t work, and no customer service to help me.

My next response will be to contact my credit card company and cancel my order and then I will send a complaint to the better business bureau. This is fraudulent business!!

I ordered 2 pair of pants on the 29th, today is the 10th and my items still haven't shipped. Waited on hold for 1.5hrs to talk to customer service and they told me to wait more. I canceled my order.

71to 75 minute hold times for customer service to be hung up on in the last 5 minutes. No live chat. There is no one to talk to. Orders are confirmed, then no shipping information. If there were negative stars they would be -20

Well I placed my order last 12/3/24, received a confirmation email the same day after that day I haven’t heard from Duluth. I emailed two days ago but still haven’t heard from them. As I’m writing this review, I’m on the phone on hold for more than 30 mins now. I’m also on the chat still waiting to get connected with an agent for 1 hr now! My order doesn’t show in my account!!! Worse customer service ever!!!!!

I placed an order and never got a receipt or tracking info. They did place a hold on the funds in my bank. I attempted to contact the company. It took me more than 4 hours over 2 days to get someone from the company. I tried the live chat, no one ever came on to chat. I sent email and got a return mail saying someone will respond in 3 to 4 days. When I did get someone on the phone. I was told I would not get product for about 3 weeks. I asked to cancel the order and was told not able to do that. I will never shop at this store again.

First time ordering…..charged 11/20 to my credit card, sent me wrong package. I ordered women’s henleys and received MENS XLbuck naked underwear along with 2 pair of men’s size 38 cargo pants.

Remember…..they took my money on 11/20…. And would not ship my henleys until I returned THEIR INCORRECT SHIPMENT!!!
I was instructed to go to my library and print their label, then find a FedEx drop box and SEND THEIR ERROR BACK!!! Told them they could come get their package if they wanted it, as I certainly had no use for it. They refused…..I cancelled my order and am following up with the credit card company.I typically order from Neiman’s or Patagonia…..DULUTH HAS DECEPTIVE PRACTICES!!!! Do NOT ORDER ANYTHING FROM THIS SLAP SHOT RETAILER!!!

Also was LIED to by “Mary” when she said my order was being processed in one to two days, only to find out she had no intention of completing my order (per another obnoxiously rude ‘customer’(laughable) ‘service rep’until they received their incorrect order back. Sounded as if she “might” have a public high school diploma. RUDE, RUDE, RUDE, RUDE, RUDE AND YES……STUPID

Non existent customer service for online ordering at this time. There shipping vendor in my area. DOVER , NH. Is pittifly incompetent. Very sad to see the decline of what was a great company. All of there executives should be fired. Time to start over.

"Customer service" is horrible with this company! I have been trying to get in touch with them for days and I am kept on hold only to get hung up on. Live chat?? How about dead chat...is anyone working there?? I just want to know where the hell my order is...Is it coming before Christmas?? GET IT TOGETHER!!!!!

Unable to contact Duluth about my order by phone or email. No tracking number available for my order on the website. Waited and waited for customer service to answer my phone call and finally hung up. Worst customer service I've ever experienced.

They used to be good. The last two times I’ve ordered, it’s weeks to get shirts and underwear. I have now waited 8 days for an Orlando, Fl order that is sitting in NJ… never again.

Decided to buy from them on Black Friday online rather than in the store to beat the crowds. Place my order got a confirmation never showed up in my account though. Tried to call them sat on a hole for 20 minutes gave up. Decided to send him an email. Took him two days to get back with me and they apologize that they’re having problems at their fulfilment center. It’s been over a week since I placed my order and I still have no idea when it’s gonna be here. I’ve shopped in their stores and been happy but don’t buy online from them.

DO NOT order from them online. Wow. You cannot arrange for an easy exchange at all. I will have to contact my credit card company and just get a refund. They do not pick up there phone. They do not reply to emails in any consistent manner.

Horrible customer service. Called 2 times today, over 45 minute wait and still no answer Decided to email customer service. 4 to 5 days for a response......buy somewhere else

What horrible customer service. They accepted my order and have not given me any shipping or tracking data. Waited on the phone for hours. Also tried chat and email. Horrible! Buyer beware
Update as of Dec 20th. No confirmation yet. Will contact credit card to cancel charge due to fraud.

Tried to cancel order. No one answers their phone or responds to text bot, or email. Took my money before shipment. No shipment date set.

I’ve tried again to order from this company. As with the last time (approx 1 year ago), my order is accepted, my payment is valid and I’m sent a receipt. Now my order won’t track (not acknowledged as being a valid order), Duluth will not answer their phone, online chat or email to troubleshoot the problem. To say that their customer service is a joke is an overstatement. As far as I’ve experienced, there is no customer service. I’m done with this company.