Duluth Trading Reviews 

Ordered on December 1st, it's now the 14th. Still haven't received my order. Sent an email a week ago requesting an update - still no response. Can't get anyone on the phone. Their website has no updates on the order status. Overall, a complete disaster. I am about ready to initiate a charge-back. Avoid this retailer!

I purchased 10 items for my elderly Father, after no update for a week I called customer service. They said it would be an hour wait by phone, or you could choose a live chat or email for speedy response. My credit card was charged the day of the purchase but my tracking number showed item had not shipped. So I decided to stay on hold for the hour that then became 1hr 20 min. I got tired of wasting my time waiting for someone to answer that no one was going to answer. So the following day I decided to try the live chat... every few minutes you would have to respond that your still on the online waiting another hour goes by and still no response. My last resort was to attempt emailing them directly on December 11th to receive an automated response that its our goal to provide response within 3-4 days if needed, urgent needs please call customer service number. Today's call is estimated 1 hour 13 minutes. IT'S BEEN 14 DAYS AND JUST RECEIVED ONE ITEM.

I ordered a hoodie for a trip. Was set to arrive Dec 4th. It is now the 14th. Tracking states it will be here daily but never comes. Customer service acted like it was no big deal and couldn't even apologize. Be the first and last order from me.

Ordered online 12 days ago and the order has not been processed. I've tried multiple attempts via email, live chat and telephone but neither work. You can forget reaching anyone to help cancel the order. This company is a complete disaster...STAY AWAY!

Like everyone else my experience has been awful, I placed an order on December 3 and received a confirmation on 12/4. Since then I’ve not had any further correspondence. When I try to track my order, there is no tracking info. It only reads processing. I called and the recording stated it would be one hour or more to reach a representative. I opted for live chat instead. What a joke, it too never connected. It stated trying to connect and after several minutes it would ask if I was still there. I tried for 20 minutes and gave up. I called back and was told it would be 60-70 minutes. After 45 minutes the music stopped and I thought I was finally being connected. NOPE, they disconnected me. I emailed them to tell them of my experience and to cancel my order and behold, their automated email response said they respond in 3-4 days. As of now, I’ve yet to speak or chat with anyone, nor have I gotten a reply to the email I sent 6 days ago. They are pathetic.

I would give this zero stars if I could. It's been 10 days since placing an order. It hasn't shipped, there's been been no update whatsoever on status of the order, their online help system doesn't have any information, and I have been on hold for 90 minutes and counting trying to get through to an actual person. I get that the holidays are busy but there's not even any automated information sent out; it's like the order and my money all just vanished. Will not order from them again, and if you're considering it I would advise that you don't either.

Scanning issue with shipper but no communication or customer support! I placed an order 12/6 and noticed it hadn't shipped. I send an email to customer service and got no response. Finally I got through the chat. It initially said it was 9 minutes, but ended up being well over an hour. The agent said my order was processing and gave me timelines to expect for packaging and shipping -- which were 1-3 days for packaging and 7-10 business days for shipping. After I asked some clarifying questions, the agent got snippy and said it wasn't their fault there was a scanning issue. They NEVER said there was a problem -- just quoted me nonsensical times. Then, they said "We appreciate your patience," which is meant to trick you into being more patient! I appreciate good customer service and communication -- I got neither!

Wife order items on Black Friday, still haven’t received. Spent two hour on hold with customer service. They say it was delivered even though the tracking says awaiting to be shipped. Now they say it might get here before Christmas’s. Will never order again!

Ordered 12/7 and order has not shipped. I emailed customer service and got no response. I am trying to chat, but it’s been 20 minutes and haven’t gotten connected to a human. Despite all these issues, they continue to market and promote their sales!

What happened to this company?! Ordered late November and NO customer service on phone after waiting an hour three days in a row, nothing. No order information, nothing. As if company no longer exists? Once a viable, reliable experience but now I cannot recommend unless you enjoy endless frustration.

Man oh man, their customer service and shipping are truly horrible! I have been on hold now for 72 minutes trying to get answers on an order...seriously!?!? On top of their lousy customer service, their shipping issues are horrible as well. Things are shipped late, often times impossible to track.

Placed an order 12/5/24. Got an order confirmation. Its 12/13/24 and no shipping info. I've sent emails to customer service, tried chatting and called. No one answers any!! I thought this was a reputable company!!

Should have read the reviews. Placed order over a week ago, received email confirmation. No shipment. I've e-mailed, called, tried to chat. Impossible to get a hold of anyone. Crazy high shipping charges. Horrible company. This was my first and last order from them.

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