Duluth Trading Company — Local services in Barrington Township

The products are fine and the people working at the stores are usually very kind. With that being said, this company's systems seem to be utterly broken. On July 1st I place an order for in-store pickup. After confirming the items were available I received a separate email that one of the items was unavailable . The email also stated the order "will be held at the store for 30 days. If your order is not picked up within 30 days, we'll cancel the order and credit your account." On September 11th, 72 days after my order had been placed I received an email that they received my return. I received a separate email stating "We're sorry, but we ran out" and a note saying "Items cancelled Giftcard Qty 1." What does that even mean? They must have put the credit back on my account or perhaps were waiting for new physical gift cards to come in and mail it out? After not hearing anything further I decided to give them a call. No refund was ever issued and nothing further was processed after the email (See Screenshot). To make a really long story short I called 5 times in order to make sure this $20 refund was processed. Calls where made on 9/16, 9/28, 10/5, 10/17 (2 calls technically), and today on 10/20 until I was finally able to get an email confirmation with my gift card. After the 1st call it's not about the $20, it's about the principle of refunding someone as you stated very clearly you would. The excuses I've heard during these calls seem to be out of a standard playbook. "We can ensure you it's in the mail, if you don't hear from us in a week call back." When asked for details on how this could have possibly failed so many times and how I was going to be considered for all the time and effort this required I was told "we gave you your $20 refund." I'm glad to know my business is well valued by DTC. Our family has been a loyal customer since this store opened but we will no longer be patronizing Duluth Trading Company. Prior to this I experienced a number of times where I had placed an entire online order and when I placed the order everything disappeared. I never received an order confirmation and I was never charged. It's like the order completely disappeared. I thought maybe it was a fluke but it was certainly frustrating. After this experience I can tell their systems are just not up to the task. Do you have similar experiences with DTC? Please share!

Update 12/28 I received the giftcard today after another 2 months postmarked 12/22 with the generic letter pictured. Where did this sit for 2 months? I don't know... My name is also not Arnold but they would know that from my order history. This service is certainly something I'll continue to tell my friends about! From placing my order on 7/1 to getting my refund today 12/28 I can confidently say there's room for...

I finally visited the Duluth Trading store. I love the Duluth website and could not wait to see and feel all their clothes.

The store is an impressive red barn with a visible sign and a visible location.

When I came in through the huge doors no one was there to welcome me.

The inside reminded me of Banana Republic in their glory days. With the Jeep and the wood furniture around the store.

I took the left side of the store where the women's clothes are. I got to the end of the store where the shoes are and still haven’t been greet by anyone. A woman passed by in a hurry and did not acknowledge me.

I tried 6 pairs of shoes with no help from anyone but all of them were too small on the top of the feet (where the tarsal bones are). I have narrow feet.

Only the women's tanks were in the sale. And a few shoes were 25% off. Everything else was a full price which was very disappointing. Online you can always find great sales.

The cash register was prompt and courteous. They acknowledge I was a repeated customer.

I respect Duluth quality, original designs, and sale prices but I don’t think is worth traveling to the suburbs to shop at the store when you can find anything online at better prices. Especially if no one helps you find...

I'm so glad I stopped in to check this place out. As a taller guy, and someone who is rough on their clothes, sizing and durability have always been challenges for me in finding clothing (I'm not big into fashion as you might imagine). Not anymore. Sure, you're going to pay a little more, but for the durability and the experience this place can't be beat.

I bought a backpack from Duluth and really liked the design, quality of materials, and durability, but I couldn't stand one thing a out the bag - the shoulder straps wouldn't stay where I set them and the bag would loosen and droop. After 5 months of trying to deal with it, because I liked everything else about it, I had enough and went into the store to see if there's anything that could be done. Long story short, there was no need for a receipt and I walked out with a different bag that has all of the same traits, but a different strap design, without paying a penny.

There aren't many companies left that take this kind of care of their customers and stand behind their product like this. That alone is worth shopping Duluth Trading. Aside from that, they have some of the coolest stuff in there that aren't clothes - tool rolls, soaps, etc. All designed for hard working people...