Complaintsfor5.11 Tactical

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  01/19/2024

  My 2nd order has the order number 20071760890

  Business response

  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

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************************
  
   
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  over a week ago I purchased multiple items from the 5.11 website. I received one item in a few days, but the other items never arrived.5.11 blames *** and says that *** had it but didn't update the status of the package and I was asked to wait because it could take a few days for them to update it's status.I followed up with *** and they stated that they never had possession of the package. I forwarded this information to 5.11 and finally received a reply stating they would prioritize my shipment and give me a tracking number that same day. That never happened either. I have tried to follow up with multiple emails, and it is near the end of the business day on Monday July 3rd and still no reply or tracking information, or anything. Tomorrow is a holiday so that means nothing will get done tomorrow either.I left a negative review on the 5.11 website, but miraculously it isn't there when I look for it. Apparently companies now censor negative reviews to save face.5.11 claims they can't figure out where my original package is even though every step is tracked and logged in a system, and thus isn't concerned about potential theft of mail/packages by it's employees, or elsewhere. They are even less concerned with customer service. I have spend the last few hours trying to call their customer service number and they will not pick up.I hope this review discourages others from supporting that business, and to look for other similar businesses who actually care about customer satisfaction and their company's standings, and not just profits.

  Business response

  07/06/2023

  Hello ******,

  I am sorry to learn you did not receive part of your original order and the trouble you had getting a hold of us as we were off on both Monday and Tuesday. Our ** team and Customer Support teams were off on different days, which would explain the lack of communication pertaining to the replacement shipment confirmation. A replacement order has been booked for the items missing, US.SO-07263576. This order shipped via UPS 1ZRV90090244828502 and according to ***** website, the order is scheduled for delivery today by 7pm. 

  With the exception of profanity or derogatory comments, we do not censor negative reviews, however we will reach out to see if there is anything we can do to assist. I understand that a member of our Customer Support Team has reached out to you and will be in contact to further discuss. 

  Regards,

  Customer Service

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have placed an order on 5.11's website a week ago for some patches, light bars and a pair of boots. Due to the holiday, I was expecting to receive all items sometime after Christmas. To my surprise, the lightbars arrived and the rest was either shipped or being processed before the weekend. A week after placing the order, I get an email stating that the boots were determined to be out stock and cancelled. I called customer support, and they said that the warehouse didn't find the size I ordered so they cancelled it. A refund was issued. Customer support handled it by stating that there is nothing they can do, and I should check the website if I wanted to buy another pair. The site still shows the same item in the same size and width as being in-stock. Some other customer will likely fall into the same situation if they wear my size. I did leave a review on the product along the similar lines on their site under the ***** 3.0 *********************** boots I wanted were for one on-sale, and two, were needed for a time sensitive event. 5.11 not processing the item like the others and saying the order is cancelled last minute doesn't sit right at all. I was expecting to receive a product in a reasonable time, and not money that was otherwise in my account. An alternative was not even attempted to be offered even if at full price. I understand that a mistake was made in the system, but the way it is being handled is what I take issue with. It is also still active for other users to fall victim to. The local dealer has staff and customer service that is the complete opposite, they are willing to help and offer resolution to problems. Neither me nor my squad mates have ever had any issue with the in-person store. For these reasons, I offer this complaint.

  Business response

  12/28/2022

  Hi *******,

   

  Thank you for your recent order and I apologize that we were not able to ship the XPRT 3.0 WP 6'' boots that you ordered. We have implemented a ship from store process that allows us to use our retail locations to fulfill eCommerce orders. This helps speed up delivery time, especially for customers on the east coast, however, we have a few issues that we encountered with inventory not being accurate. This was exacerbated by the increased demand around the holidays. We are working on the issue and hoping to have it solved soon. I checked our current inventory and can confirm we are out of stock on those boots. 

  Again, please accept my apologies for this issue and as an accommodation, here is a onetime use promo code good for 20% off your next order; CSPAPA10-DJ42E.

  Regards,

  Customer Service 

  Customer response

  12/28/2022

  Hello,

   

  Thank you for your reply and for the offer.  Unfortunately, a 20% coupon hardly solves the problem as the initial purchase was discounted from $225 to $99. If I wanted to go back to your site and get a replacement in a different color, which would be another XPRT 6 boot either in black or dark coyote, youd charge full price. On top of that, another week of my time would be wasted and a discount code still doesnt get my product.  I just checked the 5.11 website and the cancelled product is still shown as in-stock, so other customers are still open to the same problem as me.

   

  The complaint was filed under replacement, all Im asking for is the type of boot I ordered at the discounted price I paid.  I understand that the color option is out stock, I will take either of the other two that are in stock. Im also asking that the website is updated to reflect the inventory so others dont have to go through with this.

  V/R

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

  Business response

  12/30/2022

  Hi *******,

  You make a valid point as I did not realize the steep discount on the boots your originally requested. I was able to locate a pair in one of our retail locations and placed an order for it. This will be shipping to your address at no charge. Again, I am sorry for the poor experience, as I explained previously we are working on the inventory feed issue and hoping to have it resolved soon. The replacement pair is on order US.SO-06357274.

  Regards,

  Customer Service 

  Customer response

  01/04/2023

  
  Better Business Bureau and 5.11 Tactical Customer Support
  
  I accept the resolution offered by 5.11 Tactical. Yesterday, I received the item that was in dispute from one of the local retailers, exactly as promised.  5.11 Tactical made right on their word, and as a result I am fully content with how things were solved. 
  

  Let the record reflect that Customer Support did engage in discussion, replied in a timely manner, and stayed fair.  It is great to see this pattern, so they have my regained trust to continue doing business with them.

  
  V/R
  
  *************************
  
   

  
  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/30/22 I purchased two pairs of Meridian Pants (style *****) both in size 31" W, 34" L in colors Kangaroo (134) & Volcanic (98) from 5.11, via their website (Order no. ***********). The pants were discounted from $85 to $68 for a promotional holiday sale & the pants showed to be in stock at that price for those ************** as purchased totaling $144.57. My credit card was charged for the total immediately after the purchase on that same date (11/30). On 12/15/2022 I wrote to 5.11 using their website messaging feature to check the status of my order. My message noted to 5.11 contradictions per their website promises & details given to me in my order, since their website showed my order to still be in a processing status, as of 11/15 (my order still shows a processing status as of this complaint 12/18th & they claim to show shipment in **** days). On 12/16 ********************************* Customer Rep wrote me a **** email with no solution, "Your order is on back order and will be getting cancelled." I received no warning & would not have received any notice had I not written. I have repeatedly checked their site & they are still offering the same color pants I ordered in my size for others to purchase, except the Kangaroo color. As of 12/16 I have received no refund. I wrote them on 12/16th to let them know about my concerns w/ no response yet. My concerns: 1) By not honoring my purchase at the discounted price I would now have to pay the higher price they are still selling the pants for on their website so they have circumvented the agreed upon sale price and free shipping I was promised to provide a product that is not available indicating inordinate/false advertising and breach of order 2) they unilaterally without notice cancelled my order while having my funds for this entire time on a holiday purchase that now I will not have in time 3) they have not returned my funds 4) Harm to Others buying same pants at a higher price & how can they fulfill those orders & not mine.

  Business response

  12/20/2022

  Hi Mr. Hemerka,

  Thank you for your order and I'm sorry to learn it did not go as expected and the lack of information received from us. To assist with increased demand and speed up transit times we have been leveraging our retail stores to assist with shipping. Unfortunately, we are experiencing teething issues with a delay in our product feed online. The Volcanic Pants on your order, *********** will be shipping out today *******************************. The Kangaroo colorway in 31x34 is unfortunately out of stock. For credit and debit card orders we do not charge for items until they are shipped, since your payment method was PayPal, the charge was upfront. A credit for the Kangaroo Meridian Pants has been issued as of today for $72.28.

  Please use this one-time use promo code for 20% off your next order (CSPAPA20-19VY6).

  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. ↩