ComplaintsforGalls, LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 pairs of boots in March and April of 2023. I knew that they were my size so I put them up for the winter without checking them out and I knew that I had a 1 year warranty on exchange and refund as long as I had the original package and un used. I called Galls and they told me that its now a 30 day return and they can't accept 1 pair and the others they told me to send it back and they will take a look at it.Now, I hate for someone to lie to me about what I did and I know that I didn't do it. I was told that the boot was used and past the 30 days wear test. First of all ,I never wore them and my receipt said 1 year not 90 days. I was going to eat the cost of 1 pair because I should of examined them but, FOR GALLS TO TELL ME THAT THEY WERE USED WAS A DIRTY LIE unless, they sold me used shoes. The other pair was too little and 1 pair was damaged. I've been a customer of Galls and Quartermaster since 2003 and this is how they treat a long time customer? I never had a problem until now. I just wanted to exchange not a refund. If they changed their policies then customer with the old refund policies should be honored.

  

  Business response

  01/24/2024

  I apologize for the inconvenience and frustration we have caused you. From the images you sent they still look new and not worn. I did look at the image of the SP154 the Thorogood Men's Waterproof Insulated 6" Sport Boot on our website, the leather itself does have a slight distressed look to it, I know the image on the website is a new boot, and not worn, so even though you tried on the boots one time and realized it was the wrong size for you, there are still new. I also noticed on the images you sent, that one boot looks to has a manufacturer defect where the sole has a slight melted look on the side, which I understand sending them back to us do to that issue. I again apologize for a returns department sending them back and stating the boots were worn when they are not. The reason listed on our end as to why the boots were returned was due to it past the 30-day wear test policy for boots and that is why there were not returnable.
  
  We did update the policy to the 90 Day Return, around June of 2023. I will be more than happy to honor the 1 Year Return policy since you did get the boots when that policy was still in effect. Please keep the boots that were returned and do what you would like with them. You stated you are wanting to make an exchange, if you are still wanting to, I will be happy to put in that exchange order for you. If you would rather have a refund, I will be happy to do that as well. Please feel free to either respond back through here or you can call me directly at *************  *************
  
  ****** ******** * ******* **********
  **** ******* **** **** * ********** ** *****
  ****** ************ * **** ************ * *************************

  Customer response

  01/24/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order with Galls on 12/11/2023. For whatever reason, after I clicked Submit and was presented with an Order Summary, I noticed that one of the items I ordered was listed with a Quantity of "2" (I had only ordered Qty 1 for all items). I immediately called Galls Customer Service to report the problem/error. I was told by the Representative on the phone that the Quantity error would be corrected. On 12/13/2023, I received an email update from Galls stating that item had shipped out to me -- with a QTY OF 2?!?!? Upon immediately telephoning Galls, they first could not locate any notes from my 12/11/23 phone call, despite giving them the Reference Ticket number I received from the other Representative? Then, I was informed that "issues logged into the ticket system can take a week or more to be processed..." That was not what I was told when I reported the issue - I was told it would be handled immediately. Furthermore, the representative stated "not a big deal, when you get the item, just call us back for a Return Authorization. We'll then email you a shipping label, and just mail the item back to us. Once received, we'll credit the money back to your account." WHAT A HASSLE!! Putting the ownership on me, the customer, to resolve this issue when this should have been handled at the Company level. Extremely disappointing how this all turned out.

  

  Business response

  12/18/2023

  Good day,

  I do apologize for the inconvenience of that information not being disclosed during your transaction with customer care. I can gladly assist you with the matter. Upon a thorough review of the order, I do see a return label has been emailed to return the item. However, if you’d like I can gladly assist you with scheduling a ***** pick-up for the return package. A return form you’d complete would also be in the same email as the return label. As a courtesy, I’ve waived the return fee. Please be advised once the return item is received and processed the refund typically takes three to five business days to appear back on the form of payment used when placing the order. Please let me know if I can be of any further assistance by reaching me directly with the contact information below.

  ****** *******
  Quality Specialist | Galls LLC
  1340 Russell Cave Rd | Lexington, KY
  859.800.1182 | FAX: 800.944.2557

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two pairs of 511 Tactical pants with hopes of purchasing more for future use on 11/22/2023 @0823. By 1400 of the same day, I received an email pertaining to my purchase stating that my order would not be fulfilled until 12/23/2023. As this order was time-sensitive and could not be fulfilled in a timely manner, it was then canceled by me, by way of telephone at @****. Funds amounting to $147.75 were deducted from my account on this date and another duplicate amount of $147.75 was subtracted by Galls on 11/28/2023. I called Galls @0857 on 11/28/2023 pertaining to this second withdrawal of funds from my account. It was relayed to me that the second transaction was a "holding amount" because the secondary supplier had already shipped the pants. It was explained to the young lady on the phone that I had just received information that both transactions were in fact deducted from my account (11/22 and 11/28) I was emailed an explanation that made no sense at all and instructed me to send the product back with an enclosed shipping label. So what about me being charged two times for a product I canceled? I was offered no explanation. I then again called Galls the next day ( 11/29/2023) and spoke to customer service representative ****, and was told that I would have to send them my banking records showing that her company withdrew the funds on multiple dates. Being unsatisfied, I asked to speak to her supervisor. I spoke to ******** ****** who reiterated that I would need to submit proof by way of banking records that her company (Galls) did in fact withdraw the funds on two separate dates. No courtesy, no customer service, no investigation by her or her finance department as to why I am being charged twice for a product that was canceled five hours after it was ordered, and I am still out $295.50. This is the last time I will be doing business with this company, and will not recommend them in the future to my law enforcement brothers and sisters.

  

  Business response

  11/30/2023

  I do apologize for the frustration and inconvenience we have caused you. When we take payment, an initial authorization with the description reading GALLS may appear as pending on your account. However, your credit card will not be charged until the items ship. 

  I do show when you originally placed your ******** on 11/22/2023 we did do an initial authorization for the $147.75. I do show this initial authorization charge was voided on our end. With the order having been shipped out we officially charged the card on 11/28/2023 for the $147.75.

  If your bank statement in still showing the both the initial authorization and the official charge, we would need to have a copy of the bank statement showing this so we can correct the issue as soon as possible and issue a refund. You can reach out to our Accounting Dept by email at [email protected] or you can call ###-###-####.

  For future reference, we also offer the option to pre-charge the card for the full amount up front to avoid this frustration in the future. On the website there is a box next to where you would put your card information that you can check that reads "pre charge card" or if you decided to order by phone, you can ask the rep to charge the card upfront. 
  

  Again, I do apologize for frustration and inconvenience that we have caused you. 

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: Here is a copy of my banking statement, and it clearly shows TWO charges of $147.75 (11/22/23) and (11/28/23) Your attempt at an apology is shameful. Your CEO's (**** ******)mission statement is "Relentless focus on the customer." This couldn't be further from the truth. I want all charges removed and all funds returned to my account. I have received the worst customer service ever, excuses, lies, and rude individuals. I am in the process of contacting your state's attorney generals office regarding this issue. I will also advise my Law Enforcement brothers and sisters to spend their hard working funds with other companies in the future who appreciate the sacrifice made to earn those funds and not be subjected to the horrendous business tactics of Galls.
  
  Sincerely,
  
  ******* *******

  

  Business response

  12/05/2023

  Thank you for the screenshot of you Bank Statement. I Apologize for the frustration we have caused you.  I got the screenshot over to our accounting department to have them take a further look on our end about the double charge. Here is what they let me know:
  

  “The credit card was authorized on 11/22 and the funds would have been temporarily removed from his account notice that the transaction is processing on his receipt.  Galls attempted a void, but it is up to the customer’s bank to accept the void.  Normally those funds should be released back into his bank account by his bank within 3 to 5 business days.  It is his banks policy regarding how long an authorization is pending.
  

  Galls only received one payment for this transaction.”
  

  I have attached the screenshot form our credit Card Processor showing the voided charged for the 11/22 charge, and the authorization for the 11/28 that was charged and the only payment we did receive.
  
  Please check with your bank if they are still showing the charge on the 11/22/2023 for the $147.75, due to this should be removed from your statement. If the bank is stating that charge on 11/22/203 is a valid charge and has not been removed, then we will have to have a three-way call with you, someone form your bank and our Accounting Team Lead. If that is case the number for our Acccounting Department direct line is ###-###-####. They will be able to get the corrected immediately.
  
  Again, I apologize for the frustration and the inconvenience we have caused you in this whole matter. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/28/2023 I placed order #******** for a pair of boots. The boots said, "In stock. usually ships within 24 hours". On 10/30/2023 My bank account was billed $252.41 for the boots I ordered. On 11/1/2023 I emailed customer service to inquire as to why my order hadn't shipped yet. Nobody has bothered to reply to my email, nor have they shipped my boots. I just want my new boots that I paid them over 250 dollars for.

  

  Business response

  11/08/2023

  Good day,

  I do apologize for any inconvenience this may have caused. Upon reviewing the order, it appears the Belleville item#FW305 BLK 12 M was being directly shipped from the manufacturer's warehouse. I spoke with a vendor representative who advised they’re experiencing a backorder delay and the new estimated timeframe to ship the boots is 90 days. Upon further research into the order, it appears the notations show email communication of a cancellation request that was processed this morning 11/8/23. The refund process typically takes three to five business days for the amount to reflect on the form of payment used when placing the order. I proactively searched available inventory at another Galls location, the Atlanta branch location confirmed this item is available to ship. If you’d like I can gladly assist you with finalizing a new discounted order from this location. This order would be expedited as a courtesy at no additional cost for shipping. If you wish to finalize the discounted order you can reach me directly at the contact information listed below. Please let us know if we can be of any further assistance.
  
  ****** H | Quality Specialist
  1340 Russell Cave Rd | Lexington, KY 40505
  Phone: 859.800.1182 | Fax: 800.944.2557

  Customer response

  11/08/2023

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 1, 2023 I received an email from ****** *., Customer Experience Specialist at Galls, confirming the return of 6 new Flying Cross EMS Station Pants, Style F1 74200, Color 86/LAPD Navy, Size 34 REG, for exchange for 5.11 Tactical 74310 Men's EMS Pants (Dark Navy, Size 34 x 34). I filled out the return paperwork as instructed and promptly received a shipping notice for the items in exchange. I noticed that the shipment never arrived and found out that it was shipped to a wrong address despite clear instructions as to the correct shipping address on the return notice. Galls confirmed that they received the shipment back, but stated that they could not locate it due to me having no order number. Despite me having the original correspondence with Galls and the fact that I was never given an order number or a return authorization number, their customer service just shrug their shoulders and stated that there is nothing they can do.

  

  Business response

  11/16/2023

  I apologize for the frustration and inconvenience we have caused you. Can you please provide the order number and or the address that the order was sent to so I can look further into this matter. I do apologize, I was not able to pull up the order that was with the information that was provided. 

  Customer response

  11/22/2023

  
  Complaint: ********
  
  The status of the complaint is still pending since the issue has not been resolved yet, although Galls is presently working to find a solution. I will inform the BBB about the outcome once I received a final answer from Galls.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Just to get this out of the way, I have ordered from Galls several times throughout my adult life from various employments, and am well aware of the occasional delay in shipments. I’ve been gracious enough to let that slide in the past, but this time was the last straw. I placed my most recent order on 7/19/23, and was informed that at least 2 of my items were in stock and ready to ship. The uniform pants need to be hemmed before shipping. A couple weeks go by and I checked my order status, and I see that all items are now on back order. I wait a few more days, but nothing changed, I finally sent out an email inquiring about the order, and was given the run around about how the manufacturer is out of stock and there’s no timeframe for when the items will be shipped. It’s now almost 2 months later, and I’m still waiting for my items. This is not acceptable and I demand some accountability. It’s quite clear that Galls Inc. is in the habit of conducting bad business & deceitful tactics by falsely claiming they have items in stock. As customers, we deserve better.

  

  Business response

  10/11/2023

  Good day,

  I do apologize for any inconvenience this may have caused. It appears the customer placed an order for a special-order item#****** BLK 56. The website provides estimated timeframes. Unfortunately, the dates aren’t guaranteed shipping dates. Upon reviewing the online confirmation, it did advise the item would “ship as soon as available” with an estimated date. I’ve reached out to the supplier in an attempt to expedite the order. The supplier advised this special-ordered item by Propper will begin processing at the earliest of January 2024. As a courtesy, we can gladly assist the customer in locating comparable trousers that we have available in the warehouse item#TU019 BLK 56 OB. Unfortunately, there aren’t any comparable shorts on hand to substitute.  Please let us know if we can be of any further assistance.

   

  Thanks,

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

  Quality Specialist | Galls LLC | 859-800-1182 | Lexington, KY

  Customer response

  10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: Galls has failed to keep me updated on the progress of my order. At no time was I advised the shorts would not be available, nor was I informed that the pants wouldn’t be shipped until January of 2024. And furthermore, Galls never reached out to me in any regards about selecting a different brand for the pants. At this time, I am requesting a full refund with interest, considering the fact that it has been over 3 months with very little communication on their part. I’ve had to resort to going to a different company altogether to purchase my pants, which oddly enough were the exact same pair I  ordered from Galls. Also at this point, it is getting to the cooler months, so I do not need the shorts anymore.

  
  Sincerely,
  
  ****** *****

  

  Business response

  11/13/2023

  Good day,

  I do apologize for any inconvenience this may have caused. Upon reviewing the order confirmation, the customer received via email when placing the order, it advised the item would “ship as soon as available” and referenced an estimated shipping date that, unfortunately, is subject to change. Please see the attachment of this confirmation. Upon further research, it appears the notations show email communication of a cancellation request that was processed on 11/1/23. The refund process typically takes three to five business days for the amount to reflect on the form of payment used when placing the order. As a courtesy, I’ve partnered with our marketing team to customize your own 30% site-side coupon code that is valid for 30 days.  I can gladly assist you with locating available comparable trousers. You can reach me directly by using the contact information below. Please reference the promotion code below. Please let us know if we can be of any further assistance.

  Single Source Code: ************

  ****** ******* | Quality Specialist 

  Phone: 859.800.1182 | 1340 Russell Cave Rd | Lexington, KY 40505

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a medical kit from the company that was supposed to contain an oxygen tank and regulator. Neither which came. I contacted customer service numerous times with no relief. It shows on their website as well in their catalog what is supposed to come with the kit. They have sent me 2 kits with the exact same issue.

  

  Business response

  10/11/2023

  Good day,

   

  I do apologize for any inconvenience this may have caused. It appears the incorrect kit was initially ordered. The customer contacted our Customer Care to assist with obtaining items he thought were missing. A representative mistakenly placed another order for the same refill kit item#****** unaware the regulator and D cylinder are excluded from refill kits. A supervisor then took on the order to rectify the matter and assist the customer with obtaining the correct BLS kit item#***** *** however, the customer decided to keep one of the refill kits due to the exigence necessity. As a courtesy, a separate order#******** was issued to the customer for the following regulator and D cylinder. Please be advised the D cylinder tank is temporarily out of stock. Once the manufacturer replenishes the stock in our warehouse, they will process the remaining item and ship it to the customer’s verified address. Please let us know if we can be of any further assistance.

   

  Thanks,

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

  Customer response

  10/13/2023

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an active duty soldier and purchased new uniform from US patriot LLC on June 14, 2023. They charged my credit card immediately after I completed the order, and the website said both the OCP pants and blouse were in stock. They only sent me the blouse, which didn’t fit and I had to return. They never shipped the pants. I have contacted them more than 20 times trying to figure out this problem. Two weeks after returning the shirt, I received the money from the shirt, after having to harass them. I have been trying to contact them to return the money they charged me for the pants they never sent me, and they proceeded to tell me that they use a third party to fulfill the orders since the pandemic started, shifting off the blame. I have talked to both Customer Service representatives and managers, and they assured me that the company will return the money to my credit card in two days, and that never happens. I have to keep taking time off my working hours to be on the phone with these people and they keep promising me something but never actually contact me back. I would like my money back. They sent me a $50 gift card to their own website, to apologize for the delay, and said the money would be returned soon.

  

  Business response

  10/11/2023

  ***** ** *********
  Customer did called about the shirt being too small and needing to return on 6/18/2023. I show that we processed the return of the shirt on 7/11/2023 and issued a refund for the shirt on order ********, customer was refunded on $73.97 on 7/12/2023.
  Customer has been reaching our customer care to have the pants cancelled since 6/18/2023 and there are many notes of where the customer called in to get this cancelled and nothing was done. When the customer called in on 8/7/2023 is when a ticket was put in with the vendor to get the order pulled back and cancelled. It was confirmed 2 days later on 8/9/2023 that the pants had been cancelled with the vendor and officially cancelled the pants off the order on end as well. I show that this closed on our end and refund was issued on 8/10/2023 for the amount of $76.47 back to the customers card.

  Customer response

  10/11/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I receive a ridiculous amount of sales emails from this company from multiple different email addresses. Every time I block one email, they send more emails through another email address and will not remove my email from their database. Starting to feel like they are stalking with their shady email practices.

  

  Business response

  06/23/2023

  We have removed the customer from all email, call, and text distribution list. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of work boot for my work on 4/20/2023. The item was showed in-stock and ready to ship. After paying it with my credit card. After 24 hours, I noticed the order didn't get ship out. I checked the website it showed my boot is on back order and it has estimated new ship date 07/19/2023. I can't wait this long for my work boot so I called in on 4/21/2023 talking to Travis requested to cancel this order. The seller refused to cancel this order and asked me to wait for them to cancel from the manufacture first before allowing be to cancel my order. This business is very unethical because they don't have item for sell on their website in-stock. They just took customer order and then go to place the order with manufacture. When they found out that the item was out-of-stock at the manufacture, they still not willing to cancel the order. I needs BBB help to address this issue with this company because this is an unethical business practices and request the business to cancel my order immediately. They are the one who is breaching sell contract because they don't have the item in-stock but advertised as "in-stock" item.

  

  Business response

  04/27/2023

  Since the item is being shipped directly from the vendor we have to reach out to the vendor to see if they can cancel the order before we can advise the customer the order can be cancelled. This process typically takes 24-48 business hours in this case the vendor was delayed in processing the request. One 4/25 we advised the customer we were still working on getting the order cancelled. On 4/27 the vendor confirmed they cancelled the order and opened the purchase order for us to cancel it in our system. The refund is processing and will post to the original form of payment within 3-5 business days. 

*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. ↩