Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not willing to ship pants to me that they have shipped to me in the past, due to now *************** they claim they put inside their pants. They claim it cannot be shipped to **********, and their warehouse and business is in **********. This tells me they either put this toxic chemical in the pants IN **********, or they get the toxic pants shipped to them in **********. These pants ripped after only a few months of wear, and they claim it's normal to do that. These pants are maybe worn a few times a month, there is no reason pants that cost me 85 dollars should rip after only a few wearings. I tried to even ORDER the pants and pay money for them, and they won't even do that. The website has poor maneuverability and has no ease of use. It took me 20 min just to get to the part where they won't ship to me from ********** to **********. How does this make any sense? I think they are trying to get out of paying for my worn pants.

  Business Response

  Date: 04/09/2025

  Hi Victoria,

  I am sorry to learn of the issue with the pants you purchased and would be happy to resolve this issue for you. As of January 3rd, product with PFAS (a chemical contained in some of our products) cannot be sold in a restricted state. ********** is one of the restricted states. As such, we have transitioned away from PFAS. If you could confirm the pants you are needing to be replaced are the DEFENDER-FLEX SLIM **** style 74465, DW INDIGO color 649, size 30x32, I will see if we have the non-PFAS version available. 

  Thank you,

  5.11 Customer Service

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am requesting assistance with a return policy dispute involving 5.11 Tactical, stemming from misunderstandings and apparent retaliatory actions by the company following my employment termination.Upon leaving 5.11, I returned items purchased for personal use to avoid any perceived brand ambassadorship. The return was accepted, but the store associate did not verify my in-store account history or apply appropriate credits/debits, resulting in a larger-than-intended refund. I left unaware of any issues, and 5.11 did not contact me in any official capacity about the matter.The issue needing BBB intervention arose when I attempted to return my wife's 5.11 items for the same reason. Despite our proof of purchase, we were denied the return, which appears retaliatory and linked to the previous refund. This denial effectively blocks us from completing a valid return within 5.11s policy.Attempts to resolve this directly with 5.11 have been unsuccessful. We contacted HR twice with no response, and when escalating the matter, the regional ** **** declined to speak with me, per Assistant Store Manager ******* ****. Who then threatened to have me criminally trespassed. I left immediately to avoid any conflict whatsoever. As 5.11 requires proof of purchasewhich we can providethis return should be honored per policy. We are seeking BBBs assistance to facilitate a resolution allowing us to return this single bag of merchandise and end this unwanted association with the brand.Thank you for your time and assistance.Sincerely,********** ********

  Business Response

  Date: 11/19/2024

  Hello Maximilian, 

  I would be happy to facilitate your return via email as long as all items meet our Return Policy, ***************************************************************************;

  Please send me a list of the style number, color, size and quantity as well as receipt/order number to *************************************************************.

  Regards,

  *******

  Customer Answer

  Date: 11/20/2024

  I would like to note that because 5.11 has initially denied me valid eligibility to return merchandise according to their return policy, on October 24 2024, an entire month has elapsed and I should not be liable for that against their agreement to accept my return via email. I do agree to returning the merchandise via email and would like to continue with due consideration to the previous denial of return service.

  Business Response

  Date: 11/22/2024

  Hi Maximilian,

  Our return period as stated on our website is 90 days. I will make an exception and extend it to 120 days. Items meeting our return policy listed below that were purchased 7/20/2024 or sooner will be eligible for return.

  What Is Your Return & Exchange Policy?
  

  You may return your eligible merchandise to 5.11 for a refund or exchange within 90 days of receipt.
  All Closeout items are Final Sale and not eligible for return.
  Shipping and handling fees will not be refunded.
  Refunds will be applied to the original payment method used at the time of purchase.
  If original payment method was ****** or Affirm, refund will be issued as store credit in the form of a gift card.
  Please allow five to ten business days from receipt of your returned item(s) for your refund to post.
  
  What Items Are Eligible For Returns and Exchanges?
  Please be sure to follow washing and handling instructions carefully, as 5.11 does not offer returns or exchanges due to the mis-washing of products
  Defective merchandise will be exchanged at the current value unless accompanied by receipt.
  Defective 3rd party product must go through manufacturer.
  Returned items will be inspected and non-defective merchandise must be returned in original, unworn condition.
  Underwear and Face Masks are considered Final Sale and therefore cannot be returned.
  To protect the authenticity of our patches, all sales are final on Patches. We accept returns for refund or exchange for patches that are damaged or defective only. 
  Other items marked Final Sale and/or promotional items (e.g., free gifts-with-purchase, buy-one-get-one-free items, etc.) may not be returned.
  Altered/embellished items are not eligible for return.
  Gift cards may not be returned or refunded, unless required by law.
  5.11 does not accept returns or exchanges from purchases made outside of ******************

  Regards,

  *******

  Customer Answer

  Date: 11/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to help facilitate the action of sending a return label and help finalize my return, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********** ********
  
   
  

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/20/2024, I attempted to purchase a jacket from the 5.11 website. A large banner at the top of the page is advertising a 10% off code. That code makes no mention of what products are excluded from the offer. I attempted to use the code on a full priced item (V.XI XTU LT3 Jacket). When the code did not work, I contacted their customer service team, and was told that the V.XI line of clothing were not eligible for the 10% off. This seems like false advertisement, especially when the 10% off banner is shown on the page for the jacket. I went back and ensured that there are no exclusions listed on the coupon code.

  Business Response

  Date: 09/25/2024

  Hi ****,

  I'm sorry that you were not able to use the 10% promo on the V.XI jacket as this item is excluded from promos. As an accommodation, I have placed order number US.SO-09661580 for some additional items. 

  Regards,

  *******

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became disappointed with 5.11 sales tactics involving an issue I have experienced more than once involving a sale for items not actually in stock, resulting in extended delays. I have confirmed this issue with others I know personally. In my recent encounter with 5.11 I inquired about a purchase with customer service that was delayed multiple times on shipping. I contacted customer service and the response was to cancel my order. This has happened before and is consistent with consumer complaints about 5.11 business practices as found online and with BBB. At that point I came to the conclusion that I know longer wanted to be a customer of ********************** and wished to opt-out and close my account with them entirely. I looked into how to do it and found an option available with 5.11. Turns out since my state of residence does not require that they stop using my information for sales/gain 5.11 chose to decline my request to deactivate my account and wont stop use of my personal information for business purposes.

  Business Response

  Date: 07/09/2024

  Hi ****,

  I am sorry to learn that we cancelled your order due to not having the item in stock. Currently, our inventory does not update in real time which allows product to be shown on our website temporarily until the next refresh happens. Our web team is looking into solutions to increase the refresh rate. In the meantime, per your request, I have opted you out from receiving marketing communication from us. If you continue to receive marketing emails from us after next week please let me know, ************************************ In the event, that you do wish to place an order with us in the near future, please use this one-time, 20% off discount code, CSPAPA20-JHO0G (cannot be combined with other promos).

  Regards,

  *******

  Customer Answer

  Date: 07/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the watch 4/3/24, I paid ***** and change when I tried to email there was an address not found page. I cannot track my order, when I went to the page I found it on I was blocked. I would like a refund for this item, and hope people read these complaints before they decide to deal with this scam company

  Business Response

  Date: 04/05/2024

  Hello Rich, 

  Thank you for reaching out to us. Unfortunately, this item was not purchased from 5.11 Tactical. Our website is www.511tactical.com. To receive a refund, please reach out to your bank and dispute the charge as the website in your images seems to be a fraudulent site (North 511). Our apologies for any inconvenience this may have caused you. 

  Sincerely, 

  5.11 Tactical Customer Service

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not receive any of the products ordered.No response from the provided email support address *************************** This appears to be a less than $100 scam.My credit card used for this purchase was compromised on the same day of supposed delivery.I don't think this is a coincidence. *************************

  Business Response

  Date: 02/02/2024

  Hi *****,

  I have reviewed the information you provided and unfortunately you placed an order on a scam website that is intending to mirror our site. We do our best to shut down these sites through legal action as soon as possible. For confirmation, our website address is *************************************** and our customer support email is ******************************************. Please contact your credit card company to report this and resubmit the BBB complaint for the actual company you placed your order through.

  Regards,

  Customer Service

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a large purchase during a sale with 5.11. The sale was 80% off some of the select clothing that I purchased. One of the sales was cancelled after I contacted the company asking where my purchase was.I emailed 5.11 again in hopes to a resolution. They only apologized and offer 20% off. I attempt to call them but its extremely difficult to get ahold of an employee over the phone regarding online purchases. They mention on their site that they have a chat team and even list the hours. However there is no option to be found on the website to chat.

  Business Response

  Date: 01/19/2024

  Hi ****,

  Could you please provide your order number? Once received I will be happy to look into this further.

  Thank you,

  Customer Service

  Customer Answer

  Date: 01/19/2024

  My 2nd order has the order number 20071760890

  Business Response

  Date: 01/22/2024

  Thanks ****,

  I have reviewed your order, 20071760890 and confirmed with our distribution center that this item is out of stock even though it shows available on our website. I have submitted a request to our web team to resolve this discrepancy. In the meantime, would you like ** to send the ***** Defender-Flex Straight **** in Dark Wash Indigo 34x32 to you at no charge?

  Regards,

  Customer Service

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a large order and paid for expedited shipping to have the order prior to Christmas Day (as they were gifts). Not only did all 3 of the packages get delivered AFTER Christmas, but one of the items says cancelled. It seems as though they sold me an item even thought it was not in stock. The system shouldnt not even let me put that item in the cart if it was not available. I have tried calling customer service multiple times, however, it is near impossible to get a response from them. How am I supposed to get the item that I bought if no one is responding?

  Business Response

  Date: 01/03/2024

  Hi ********,

  I am sorry to learn that you are having difficulties getting a hold of our customer service department as well as not receiving your order in time for Christmas. I have reviewed your order, 20071321585 and show that all items have shipped with the exception of the Elite long sleeve tee in Badlands Tan. The inventory on our website is updated multiple times throughout the day, however as our physical inventory was off we were not able to fulfill this item on your order. Please rest assured that you were not billed for this item.

  As we were not able to ship same day, to ensure delivery by 12/23 we are happy to refund the $19.95 shipping charge. In addition, if the items you ordered are no longer needed we can setup a return for full credit and provide a *** return label.

  Regards,

  Customer Service

  Customer Answer

  Date: 01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently made an order from 5.11 with no status update besides processing for a fleece hoodie.I have made order in the past with items stating they are processing to which they end up being canceled by the company.My complaint is that they allow you to order items off their website that they do not have in stock in their warehouses and this is misleading. I would be 100% satisfied if I received the items I order and not be mislead on whats in stock or not.

  Business Response

  Date: 12/18/2023

  Hi *****,

  I have reviewed your recent orders and apologize that we cancelled the Engage Fleece (72232-545-M) from order 20064957014. Our website updates inventory several times per hour, however, during the Black Friday sales weekend demand was higher than anticipated and inventory updates were not able to keep up. It is unfortunate that this happened and that we were unable to fulfill your order, so I can imagine your frustration with the Engage Fleece on your 2nd order, 20069812378. I show the items on this order were fulfilled from our retail locations and all have tracking except **********. ********** was shipped on 12/14 from one of our ***** locations and there is a 3-4 business day transit time. If you do not receive ********** by Thursday, 12/21, please reach out to me and I will be happy to make it right for you.

  Regards,

  *******

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

  Customer Answer

  Date: 12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:10/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is complaint is for Order #: ***********. I purchased a pair of Coalition pants for $27.99. I bought two other pairs to get free shipping, for a total of $104.62. The main reason for my purchase was for the pair that cost $27.99.They only sent me two pairs of pants and refunded me for the pair that was $27.99. They didn't tell me they were out or couldn't fulfill my order completely. They sell the same pants just in a differ color for $85. I am looking for a gift car of ***** with free shipping to buy the pair of pants that were not sent to me. Or just to send me a pair Coalition Pants size 30x32 in any color they have and recharge me the original $27.99. I feel it was a bait and switch. Lure me into buying pants that are cheaper to buy other things and not send the sale items.

  Business Response

  Date: 10/10/2023

  Hello Mr. ********,

  I am sorry to learn you did not receive the Coalition Pant that you ordered which was on closeout in the color selected. Regrettably, we ran out of the Granola color in the size ordered before we could fulfill your order. I show that you were corresponding to ********** via email on this same issue and she offered to send you a pair of the Coalition Pant in another color on us. This offer is also noted in your order number 20050041966. Please reply back to **** with the in stock color you are interested in so we can get them shipped out.

  Regards,

  Customer Service 

  Customer Answer

  Date: 10/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************