Duluth Trading Company — Local services in Fridley

I have been a long time customer purchasing at several locations as well as on line. The products are of high quality and they generally stand behind them. Yesterday my wife went in to the Fridley, MN. Location to exchange a pair of shoes that had a manufacturing defect. Now usually this is a simple process. Now I'm not sure what the clerk stepped in yesterday, but the service with a smile certainly did not shine through. My wife left in tears, without shoes, accused of stealing aforementioned shoes, and ultimately treated like dirt. Upon hearing of the events the next morning I happened to be in Duluth, MN. With time to kill and an ax to grind. I was greeted warmly, returned the greeting and asked to speak to the store manager. Karl, the manager, greeted me warmly and I had asked her if there was a quiet place we could chat. I explained to her that my wife and I both love DTC and that once she looked at the history of our purchases that would ring true. I had, to the best of my ability, explained what had transpired at the Fridley, MN. Store. I humbly asked her to help me unpeel the onion. It proved to be a difficult task. Karl persevered. In the end she got the Fridley store on the line, found the record of the shoes my wife was accused of stealing, arranged for the replacement of the defective shoes as well as getting them shipped to our home in northern Minnesota. Karl worked on our issue for well over an hour. To her, I am grateful. And the Duluth store will continue to have my respect, and my business....

I received a tshirt from Duluth Trading Co. as a gift that was too small. I attempted an exchange and a seasonal sales clerk would not exchange without "creating a sales history" for the shirt. After asking me 3 times for the gift givers address I said "I don't know it and I'm not gonna bother them for it over an exchange." I had also purchased a pair of pants that were too long but had the receipt for those. I was originally going to exchange them for the right size but after the testy exchange with the seasonal clerk I decided I didn't want to spend any more time in the store. So I returned the pants and was on my way. The seasonal clerk seemed very pleased with the whole ordeal, smiled real big and told me to have a real good rest of my day. Just kind of rude and off putting. The products this company pedals are of the highest quality. The customer service at the Fridley loacation leaves me willing to settle for lower quality items elsewhere at least for the holiday season. I have been to this location before but never had and trouble buying or exchanging anything on previous visits. Had it not been for better visits prior the review would have been lower. Had this been my first visit I would not...

I used to frequent here a lot but today was the end of that. I work a desk job so low to no impact on pants, however a hole opened in an area that should not have. Per the noble guarantee I should have been able to replace them, but the clerk today was rude and dismissive and claimed "wear and tear" without even looking at the hole in question. She complained to another staff member while I was working with her about amazon lockers and how "she has enough computer problems without that". I explained to her I had already talked to someone from the website, and was told to bring them in for an exchange. "I guarantee you nobody said that." she replied before she became more condescending and eventually I left because of her attitude. "I'm taking care of you I'm taking care of you" she shouted as I left.

5 minute call with corporate and they're replacing the jeans immediately. The staff needs major re-training with how to talk to people and its shameful that older/senior staff members act so poorly when interacting with customers. The younger staff, super...