Complaintsfor5.11 Tactical

• 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
  

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few weeks ago I went to the local **** store (******************************************************) and purchased a **** ******** Flag patch (https://www.511tactical.com/***-patch.html?queryID=532e7626aa53c16e40517a4242a069db&objectID=144641&indexName=magento2_productiondefault_products). I was going to put it on a **** backpack I was going to order but decided to go with a different backpack and I decided to return the patch. I went to the store today (12-6-2021) to return the patch, still in the plastic envelope and with the receipt, and the **** employee told me that **** does not allow for the return of patches and it is a company policy. He then proceeded to try and show me where it is stated on the receipt, was unable to do so, and then began grumbling and processed the return. I called the **** customer service department on the way home and they stated that **** does NOT have a policy against returning patches, especially if you have the receipt and the original container. My transaction number is 9035-9035-01-29628 and the receipt states the employee number is EMP-*******.

  Business response

  12/06/2021

  Hi *****,

  I apologize for the conflicting information and am glad you were able to return the patch for a refund. I have forwarded this information to the store manager for further training.

  We regret any frustration that this may have caused and appreciate your business.

  Regards,

  Customer Service
  

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order on October 2, order number ***********, because I paid with PayPal I qualified for this cool expedited shipping which specifically went for because I needed these clothes for a new job. Three days later and they havent even processed my order yet. They took the money but didnt send the product, or even process the order. I called customer service. The women was extremely kind but could not produce a valid reason for why my order was not processed, nor could she process it herself. Amazon has the same clothes on prime 2 day shipping. If I cancel the order now itll be 5-7 business days before I see a refund, plus another 2 days to ship via prime. Thats unacceptable. You took the money, now ship the product. You cant keep blaming covid for your slow staff. Covid has been here for over a year, it should have no effect on how you fold pants, box them, and drop them off at the post office. Id like my order to be processed and shipped ASAP.

  Business response

  10/06/2021

  Hi ********,

  I have reviewed your order, *********** and show that the method of shipping is *** SurePost which is not an expedited shipping method. As we are following CAL-OSHA and CDC guidelines we are still experiencing delays in shipping as stated on the banner on our website as well as having trouble filling open positions in our ******************** I reached out to our ******************* this morning and requested to upgrade your order to *** 2nd day air. I received confirmation just now that we were able to get it out today via *** 1ZRV90090229957535.

  Sorry for any frustration that this has caused and we sincerely appreciate your business.

  Customer Service
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order that must be delivered by 09/02/21 and customer service gets me no where I’ve been told 2 times that my order was expedited and would ship out today and still nothing I am very displeased and do no like being lied to my order number is ***********

  Business response

  08/27/2021

  Hi Justin,

  I have reviewed your order, *********** and show that it was placed on 8/24 and shipped out 8/25. According to UPS tracking number ******************, your package is scheduled for delivery on 9/1. As stated on the top banner for all pages on our website:Due to increased volume and the impact of COVID-19, we are experiencing delays in processing and shipping. Thank you for your patience as we fulfill orders as quickly and safely as possible. As such we are not able to offer expedited shipping. The CSRs that you spoke with worked with our distribution center to prioritize your order and have it shipped ASAP.

  I am happy that we were able to get your package out and that its estimated to be delivered before the 2nd.

  Regards,

  Customer Service
  

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