Duluth Trading Company — Local services in Madison

I bought a pair of “FireHose” pants because I had heard that they were durable work parts. Duluth runs constant ads touting how durable they are. A few months later, the pants get a big tear in them. I was really frustrated so I drove to this Duluth location in Madison. The store manager I spoke with was combative and told me it’s a “satisfaction guarantee” not a “replacement” guarantee. After frustrating 10 minute back and forth of me he finally exchanges them with a snippy “I’m gonna replace them this time” like he was doing me a favor by honoring their very explicit warranty:

“We stand by the craftsmanship and durability of our products. If you are not satisfied with any item you purchase from Duluth Trading, return it for a refund or replacement within one year. After one year, we will also consider returns for items that are defective or don't perform as designed.”

I wear them for a few more months and they rip again in a different place. I today I called the Duluth trading phone number and the agent does THE SAME THING THE INSTORE GUY DID. She latched onto the fact that I said “the pants shredded” because I was angry and disappointed at the quality and says she will “not help me cover abuse”. When I clarified she says “those are your words not mine. I didn’t make you say them”. I was swindled by an ad campaign. I’m mostly disappointed in myself for believing that they would be durable pants. They are as thin as a pair of cheap jeans and every Duluth employee I have talked to so far has been unhelpful and unfriendly. This was the first Duluth trading item I have ever bought, and it will absolutely be the last. Nasty business, sell-the-moon ads, and...

We've been using this Duluth location for the past 4 years. I bought my fiance his first pair of Duluth jeans 4 years ago, and we only just now have any wear on them. I say 'wear,' meaning he ripped the belt loops. The jeans show a little wear due to working in them and staining but NOT due to ANY workmanship. No holes or seam issues, etc. Once you've worn Duluth jeans, you'll never go back to any others. Don't let the price scare you. Duluth regularly has sales with significant markdowns. If I had any negatives to say, I'd say they need a better color and cut selection in women's jeans. I've got a couple pair of their skinnys and they're good quality marerial but only in black or dark blue jean and the waist band folds. I feel like the women's selections haven't kept pace with the menswear.

At this location, the employee heard our story about the jeans, and he confirmed that he also has the same jeans he bought a few years back and only recently lost a grommet. Even foind a coupon for us! They're truly superb quality menswear. The employees at this store were so great. They laughed with us and seemed to genuinely have fun at work and seemed natural. Joy to be around! Thanks, guys, for a...

My husband and I stopped by today so I could pick up some overalls and we'll be ordering online in the future because of the way we were treated at this location. I wish I had gotten the lady's name who was repeatedly RUDE to both my husband and myself, she was an older heavy-set woman with the her hair in a braid, it was dyed dark red almost purple with lots of grey mixed in. She was incredibly rude and unhelpful to both us and other customers. Luckily another associate, Robin, was very friendly and helpful so I was able to get what I needed and be on my way. I would seriously encourage the management of this location to work with the rude, snippy, and ignorant woman with the red hair and give her a refresher in customer service because she is severely lacking and is 100% going to result in this location...