Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  November 6th 2024 i purchased 2 pairs of jeans from this company. Less than a week after receiving the items, one pair of jeans had begun to have holes in the knee. I contacted customer service sent them my order number, detailed pictures of the holes, make, model, color. I was assured that i would receive a replacement pair under their supposed "life time warranty". Never saw the replacement. Contacted customer service again and was told they would be sending out a replacement within the week. Never saw the replacement. Contacted customer service again and was told this time they would send out a pair in 24 to 48 hours with tracking numbers. Still have yet to see a replacement.  

  Customer response

  12/31/2024

  I am responding to your request of recipt

  Business response

  12/31/2024

  Hi *******,

  I have reviewed your original order, US.SO-09841979 (web order #***********) and show a replacement was booked, US.SO-10039732 referencing the same web order number. The replacement order has shipped via *** tracking number1ZRV90090358584551. According to ***'s site, the estimated date of delivery is Friday, January 3rd. We apologize for the issue you experienced with your pants and hope you have a safe and happy New Year!

  Regards,

  Customer Service

  Customer response

  01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i purchased a few shirts from 5.11. Inside the shirts, on the left side, there are tags. the tags indicate that it can be torn off by hand in the direction indicated. i did that to one of the shirts and it did not tear off but instead made a hole in the shirt. I reached out to 5.11 customer service about the issue and their reply was that the tags need to be cut with scissors and not torn. that is incorrect because there are no indication that shows scissors but instead a tear indication on the tags in which i did. the tags must of been defected therefore causing a hole in the shirt. 5.11 customer service refused to exchange or refund my purchase and instead stated they could not help. I have reached out to them with pics and requested to speak to a supervisor with negative results. i have included 2 phots and email reply from customer service.

  Business response

  10/24/2024

  Hi Reymond,

  I am sorry to learn of the issue with your shirt. If you could let me know which one it was (style, color and size), I will be happy to send a replacement. If the shirt is no longer available, I will issue a refund for that item. Personally, my recommendation would be to cut the tags as opposed to ripping them off and your message serves as a reminder for me to do that to some of my shirts as those tags can be annoying.

  Regards,

  *******

  Customer response

  10/25/2024

  I am rejecting this response because: 

  Comin' In Cold Tee

  Color: Black (019) Size: XL Quantity: 1 You can provide them my direct email if they need to con *********************************** Or they can provide their email so I can directly communicate with them.

  
  

  Business response

  10/25/2024

  Hi Reymond,

  Thank you for providing the information requested. I have the replacement shirt, along with an additional shirt on order US.SO-09789581. 

  Regards,

  *******

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a waist type pouch, a large range bag, and a pair of hiking shoes on 7/2/24 for which the total bill was for $***** the recipt they sent was for ***** but they charged my card over $67.31 Their tracking said the order was delivered on 7/25/24 but there was no delivery at all. I contacted them and they said they sent another package which the tracking they gave me said was delivered on 8/31/24 none of the items i ordered was delivered. The only package i have received contained a little ring that you would find in a gumball machine. I have demanded a refund from them many times. The only thing they have offered is a 10% refund. I would like my money back and i think they should be flaged for the buisness scam they are running. They never sent one thing that i ordered. They charged my card more then the receipt stated. Then they send a 10 cent ring to show they made a delivery.

  Business response

  09/09/2024

  Hi Mr. *****,

  I'm sorry about the issue with your order. I have attempted to look up your order and the order numbers provided in the screen shots are not 5.11 Tactical order numbers. In reviewing the messages, those did not come from our company. Unfortunately, it appears that you purchased from a fake site posing as 5.11 Tactical. Our web address is ***************************************, order confirmations from ************************************ and customer communication from ******************************************* If you are able to provide the web address of the site you purchased from, I will forward it to our legal department. In the meantime, please reach out to your credit card company and file a charge back/dispute.

  Regards,

  Customer Service

  Customer response

  09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 28th I ordered several pairs of shorts on a BOGO sale. (#***********) June 30th notified via email the order had shipped and was given a tracking number. Confirmed Item received by the carrier and in transit via tracking. 3 days later while in transit, I receive an email from 5.11 stating part of my order has been cancelled (the Taclite 9.5" Pro Ripstop Short). Confused how this occurred 3 days after my items had already been shipped and thinking this was a mistake, I waited until the items arrived to confirm if everything was sent. The cancelled items were not delivered. I confirmed via the website, the cancelled items were never out of stock and they are still currently available for order via the website today as of this writing. Within an hour of receiving the package I contact 5.11 Tactical customer service via phone and speak to *******. He confirmed the items were cancelled and could not advise as to why and that the items were in fact in stock and available for order. I asked to have the items shipped and he quoted me a price that was significantly higher than my original purchase. He said he didnt have access to that offer but could email me a discount code which was still significantly higher than the price paid last week before the company decided to cancel part of my order. Instead of making things right due to THEIR error they expect me to pay a higher price and not honor something I had already paid for. This sounds like a bait and switch tactic from 5.11 Tactical. Be careful about doing business with such a shady company. Every item I have ordered in the last month is now being returned due to their poor customer service. So much for being there for the military and public safety!!

  Business response

  07/15/2024

  Hi ****,

  I am sorry to learn that part of your order was cancelled and you did not find out until after receiving a shipping confirmation. We are in the process of updating our style numbers and unfortunately our website was not communicating properly with our ERP when your order imported into our system resulting in the older style number being used to which we do not have inventory. I have placed a new order, US.SO-09292993 for the two pairs of Taclite Shorts in Dark Navy size 42 that will be shipping out at no cost to you. As this order is placed on an internal account, shipping from our California distribution center, you will not receive a shipping confirmation. Please allow 7-10 days for us to process your order and an additional 5 business days for *** delivery.

  Again, sorry for the issue!

  Customer Service

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern and find that this resolution is satisfactory to me.  Although, I do apprecaite the offer of the free items. Sadly, if 5.11 would train it's customer service reps better or allow them more leeway in dealing with issues such as occured here, this would not have gotten to this point and wasted my time nor cost the company unnecessarily by offering the items for free. Initially, all I was asking for was the exact same price I paid prior to the company cancelling my order and they wouldn't honor that.  Thank you. 
  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pair of shoes from 511 tactical about a month ago. The shoes have already started to fall apart under normal wear. They will not answer phones, emails or call back when you leave a number. Just tired of these companies taking advantage of everyone and having false reviews on how durable their products are. The shoes are garbage

  Business response

  10/16/2023

  Hi ************,

  I am sorry to learn that the ****** Sneaker did not work out for you. We stand behind our products and although would love to send you another pair, have created RA-******* for a refund of $53.49. We are also providing a *** return label (attached) which you can use to send back the shoes. Once we receive the return, please allow us a few days to process the refund back on your card ending in ****. Lastly, I apologize that you were not able to reach our customer service team. We have recently changed our phone system and had a day or two where we experienced issues, luckily, our chat and email services were still running.

  Regards,

  Customer Service 

  Customer response

  10/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings, I would an update on my order (ID ************. I placed it in the 8th of this month, and it is still processing. Reading the most recent comments, I am getting pretty worried Im part of the few having issues with tracking info.

  Business response

  03/15/2023

  Hi Makai,

   

  I apologize for the length of time it has taken to ship your order ***********. We were able to ************** today via *** 1ZRV90090342299381 and tracking should be available later on tonight. Unfortunately, the CONNOR CARGO PANT that you ordered were not available and have been cancelled. This item still shows available on our website and we are working with our IT Team to have this updated.

   

  Regards,

  Customer Service 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 1/21/23. After patiently waiting for three weeks I sent an email asking why my order says still processing with no response. Today Ive sent another email. I understand that ***** has put things behind, but not responding to an email giving an explanation is bad business. My order is ***********.

  Business response

  02/24/2023

  Hello ***,

  I am sorry to learn that you did not receive your original order, 20036919477. Our records indicate it was shipped from one of our local retail stores, however, tracking information was not provided. A no charge replacement order was entered, US.SO-06627404 and has shipped via *** 3 day, tracking number 1ZRV90091241832618. According to ***, this is scheduled for delivery on Tuesday, February 28th.

  Again, I apologize that you did not receive your original package as well as the delayed response from our **************** Team to your email.
  

  Regards,
  

  ****************

  Customer response

  02/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchase was made -November 11, 2022 - Amount of $92.28 511 tactical store, committed to deliver this package to my home address however, this package never made it. On November 16 up on checking the status of my package and finding out that it was deliver. I called 511 to report that my package was never delivered to my home. I spoke with the representative ********************************* from customer service and she submitted a lost package claim through **** I was told by ********************************* that this claim could take up to seven days. I called and email November 28 2022 however, I had no response from 511 till December 5 from a customer service representative name ***************************** she was covering for ********. I proceeded to explaining my situation with the last package to ******* and I was told she was going to take care of it. However, up to this date nothing has happened. I keep sending emails to ******* regarding the status of my claim but she has not being able to help me.511 tactical has not issue a an update of the claim, or refund or any attempt to resolved the issue.

  Business response

  01/10/2023

  Hi *****,

   

  I'm sorry to learn that you did not receive your order as well as the length of time it has taken to resolve this. I will be happy to send out another order to you. Is there an alternate address we can ship to that would have someone available to receive the package?

  If so please provide the address or confirm if the address below is best:

   

  2291 ****************************************************************;   85756

   

  Regards,

  Customer Service 

  Customer response

  01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase a pair of taclite pants online, then after the fact a representative added a discount code to my purchase giving me 20% off. This initial purchase was $52.72, now I am being charged a second fee of $46.76. I also contacted a representative days ago to cancel the order as they had the correct size in store, the representative stated the cancellation was completed and I would receive my refund within 3-5 business days. I now received an email from a new representative stating, my order can not be cancelled because it has been shipped; however the website states my order has been cancelled. So not only am I being bounced around on if the order is cancelled or not according to the website and representative that emailed me, I am now being double charged for the same order that was cancelled days ago.

  Business response

  03/18/2022

  Hi Destiny,

  The amounts that you referenced are authorizations. Once an order has released to our ******************* we are unable to make changes to it. The *** you spoke with submitted a request to our ******************* to see if we can cancel the order, however, it was unsuccessful as your order *********** shipped.

  As we do not charge for items until they ship, we settled against the $46.86 authorization earlier today. The *** tracking number is 1ZRV90090333522351 and according to ***'s site your order was delivered today. Please enjoy the extra pair of pants on us as we have issued a refund in the amount of $46.86 today. Please allow 3-5 business days for this credit to post to your account. Proof of refund has been attached for reference.

  Regards,

  Customer Service
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩