Complaintsfor5.11 Tactical

• 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

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $100 gift card from this store. My husband went to use it today and was told that their own gift cards don't work so he couldn't purchase anything. No solution was provided even with the gift card receipt. No refund was given for the useless gift card. I want my $100 back.

  Business response

  11/30/2022

  Hi *******,

   

  I'm sorry that your husband was not able to use his gift card and was hoping you could provide some additional information so we can make this right.

  Was the gift card purchased in store or on our website?

  Could you provide the gift card number?

  Would you still be interested in a usable gift card or a refund for the remaining balance on the gift card?

  Thank you in advance for this information.

   

  Regards,

  Customer Service

   

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a pair of boots 12373XPRT 3.0 WP6 inch boot dark Coyote. On September 7th. On October 21st I noticed the boots were torn and are tearing at the tongue Also they are not waterproof at all Also they are not waterproof at all So I took them back to the store On October 21st Show them the bootold them the boots the 1st thing she said was we can't do any refunds because because we're going through inventory Then she looked at the receipt and said Oh yeah this is our receipt receipt but it's no good because it ink ink was faded She handed me back to her and said to her check the bar code She went over checked the bar code I told her I purchased these boots My day or 2 after Labor Day she said yes I see that on the computer down the computer but I still can't refund them because there's no way I can resell these boots II said that didn't make any sense because I'm returning the boots because they're falling apart She said yes I see that but I still can't help you The receipt says you have 90 days to return them She still refused and said there's nothing I can do for you. I have a video of this conversation and some pictures of the boots And the receipt I've only had these boots for about 45 days and they cost $240 Please call me for more information ********** **** The receipt says you have 90 days to return something. Also there was that was a news station s*** that reported that businesses are doing there's are doing these kind of receipts where the ink will fade so that you can't take them back I want a refund from 511 tactical This business needs to be checked out Please call me. I'll try to send you the pictures of the boots in the receipt

  Business response

  10/31/2022

  Hi ****,

  I am sorry to learn of the issues with your boots and the experience you received from the store. If you could confirm which store these were purchased from, I will reach out to the store so we can see about getting you taken care of.

  Our stores also give the option of an email receipt, if you have it and can let me know the order number which starts with "US.SO" I can look it up that way as well.

   

  Thank you,

  5.11 Customer Service

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The order status states it was completed when I track the order and it wasnt even shipped or received by me. Its ****** item and I want tracking info on this item that I never received.

  Business response

  01/28/2022

  Hi *******,

  I'm sorry to learn that you have not received a tracking number for your recent order, ***********. This order shipped from one of our local retail stores to cut down on shipping time. This order shipped via *** *****************4. According to ***, this order delivered today and was left at your front porch.

  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. ↩