Duluth Trading Company — Local services in Thornton

We love Duluth Trading Company so when we heard they had a store in Thornton we were excited. My boyfriend likes the long tail tees so we took a trip. We went in a young man helped us and was very kind. When we got to the check out was the trouble, after standing in line for 10 mins, we patiently waited to be next in line - the cashier who served the couple in front of us changes lines and serves someone else, after that happened - I went to look at some other items and my boyfriend is standing in another line to buy two shirts, the lady cashier finishes up a customer and then motions for another couple to go ahead in front of my boyfriend to check out. So, not one but two times he was rudely ignored, worse - the couple she motioned to were happy to cut, finally an elderly man checks him out then says; "hand me your card I will swipe it for you, as a security measure... we do this... " my bf found it odd because everyone else was swiping their cards. After he left he swore never to return. Which is a real shame, he is exactly the demographic that shopped Duluth because he believed they cared about hard working blue collared men. Which he is. ( don't go in looking like you've worked a day in your life.) I guess that's not the case anymore, it's more like upper middle class and wealthy people with their noses in the air. We'll stick with Carhartt. Now that Duluth...

I used to buy a lot of merchandise from Duluth (mostly clothes) but will be returning anything I have not opened. This is what happened. I bought a dog bed bc my sister had one for her dog that my dogs loved. I found the box hers came in and used it to look up the item number. When I found it I ordered the bed. After receiving it I noticed it was not the same bed that was on the box I received it in or the one I ordered. It was also shrink wrapped and after a week was still not how it was pictured, so I decided to return the bed. I ended up calling Duluth 4x over the next 5 weeks. The first person told me she would send me a box bc after inflating some (from being shrink wrapped) it would not fit back in the box it came in. After 2 weeks I did not receive the box so I called back 2 more times and the person from Duluth (after talking with a manager) both said the box was on the way. The 4th time I talked with a Duluth rep he said that they do not send out boxes and I would have to go to FedEx and purchase a box to send it back. They would pay me back up to $20( the box was almost $24). I am sending all my recently purchased merchandise back to Duluth and will not be shopping there anymore. The bed was not what it was advertised it was and probably 4 reps did not know what they were talking about. GOOD...

I give it a two because the quality of products are great but the customer service and option for speaking on behalf of what people want, sucks. I’ve been hoping that 511 would come out with the Moab rush 6 in a backpack option because slings are not good for my back. When I called customer service, I was given an email for “customization” only to get a kickback email that said that I didn’t have authorization to contact them. So I called and was told I could get transferred to the department only to be talked to like I was dumb for thinking I could get the Moab rush 6 in a backpack style. Then I called back to try and provide feedback only to be told that it would go no where.

After my time being wasted and being treated like I me or my inquiry didn’t matter, I’ve been left with a bad taste in my mouth which is a shame because my husband and I were big advocates and now I’m completely turned off. I guess I’ll be shopping elsewhere...