5.11 Tactical US Arvostelua 158

I ordered a product 3 weeks ago, and website states it is preparing to ship, when I call customer service multiple times and they can not answer what the status really is, they can only state my order was cancelled, which is was not. I have gotten the run around and still no explanation why...escalated a number of times to corporate office and still no one will return my call from corporate. I thought this looked like a great company to do more business with, unfortunately does not appear to be the case.

Wow, after having read all the one star reviews, I am happy to report that I received excellent service from 5.11. I called to report damage to my RUSH72 because my dog chewed on some of the straps, the inner net bags had holes worn in them and the hip strap buckle snapped. They asked me to send pictures of the damage and I did. Two weeks later I had a new backpack and a return tag to send them my old one. I wasn't even expecting a replacement. I just wanted them to repair it. Sounds like they are hearing all this criticism and turning things around. I'm a customer for life now.

Beyond poor customer service. It's been over two months and still no refund! They sent my package to the wrong address twice. I've called and they said all manager are out to lunch. They keep telling me the refund has been sent but after weeks of waiting I find out they messed up the refund both times. I get this response " "The credit manager is willing to process this credit again as a courtesy" as if they're doing me a favor by refunding me after they messed up the shipping twice and the refund. I JUST WANT MY MONEY!

HORRIBLE customer service. I. A time whe. We are all suffering and struggling to make it these guys are real classless act. Package arrived damaged due to their one piece of tape. Only two of four products were still in the box. Emailed w photos and ABSOLUTELY no reply. Shameful as F! We try and support you as the economy tanks and you just take the money and run. All we asked was for a refund for those missing items or replacement. Instead had to go through our bank and dispute the charters. And they tout themselves as an “American Company”. We shall see how they do when all this is over but their customer service is despicable. You take people’s money in times like this and cannot even give your loyal customers basic customer service.

I like a lot of their products, but they have terrible customer service.

I ordered a couple of pairs of pants during a sale, eagerly awaited them, and then saw that it was delivered, to an old address I lived at 4 years ago.

I contacted 5.11, I contact UPS, nothing they could do.

Somehow they pulled an old address out of their database and either didn't show that address on the confirmation screen, or I missed it.

Either way they said there was nothing they could do about it, basically "sorry sucks to be you, you just spent $100 to buy someone else some pants"

The real kicker then came when I asked if I could at least re-order the same items at the sale price that I ordered them at originally and they wouldn't even do that, or even offer a 5-10% off pity coupon.

They literally did nothing to even try to make it right in any way, shape or form.

Even their "sorry" wasn't genuine feeling or empathetic at all.

Between myself and gifts for others I'd had probably ordered at least 20 pairs of pants, multiple shirts, shoes, etc. from them over the years and they couldn't even throw me a 5% discount for my troubles or act like the genuinely cared about the problem.

5.11 makes incredible products. I have bought 4 backpacks, clothes and boots. All the gear has lasted a long time and is still going strong. My backpack is about 5 years old. Great customer service, I emailed them about a queston I had and they said it would take a bit longer for a response due to a lot of questions and they were busy, they got back to me in two days.

Worst company to deal with regarding returns and take forever to get refunds.

Sick of poor customer service -assured me the pants would be hemmed to my specific size - no they came unfinished - now I have to pay more to dry cleaner to hem them- what is wrong with your company? So sick of poor customer service!

511 sent me a coupon, as I had ordered many items in the past.
Coupon was worthless and I wasted more than 20 minutes on hold.
Will do business elsewhere in the future.

Ms. Kaila the manager@ the San Pedro Ave store in San Antonio,Tx went out of her way to give me excellent service w the holiday sale!! I would recommend this store to every
one!! Kaila n her staff are the best! I will be a return customer.
Raul Mancha

I have been a customer of 5.11 for years. I have ordered online and purchased in store in Arlington, Texas. I have always had a great experience on both fronts. I recently revisited the Arlington store and was promptly greeted and assisted in getting the things that I needed. I also was given a wealth of information on the recent changes in design and materials of the boots, Socks, Pants and other apparel. Ronnie was a joy to speak with and was a great help. I will continue to be a loyal 5.11 customer as I have been for years.
Thanks to all the 5.11 staff online and in Arlington, TX. Store. My wife ordered online and has had nothing but great things to say about any mishaps that my have come up during the order process and were immediately addressed and resolved.She was given a 30 % discount coupon for any inconvenience and all was well.

In my experience, 5.11 makes excellent products, but that is where the praise ends. This company has some of the absolute worst customer service I have ever exerienced. Between my wife and myself, we have spent hundreds upon hundreds of dollars each year for the past 4 years on clothing, bags, pouches, etc. In 2017 I ordered a Rush 24 bag that was supposedly in stock that I did not receive for two months. After multiple customer service calls, no one could tell me when I should expect it, so I ended up just canceling it. Customer service refused to even attempt to make it right. Fast forward to 2018: My wife ordered several hundred dollars in clothes from 5.11. Her card was charged, but she never received an order confirmation. After a month passed, she still had not received an order confirmation or shipping confirmation... after calling customer service, it turns out there was an error in the system. Fast forward to early 2019: One of the pairs of my wife's Defender Flex jeans that she had for only a month started to develop a hole in the crotch. She calls 5.11 customer service who ask her to send the pants back to them to inspect. She sends the pants to them, and a month passes with no word from 5.11. After calling customer service 4 times, they finally said they would replace the pants. 3 months... yes THREE MONTHS passed and we still never received the pants. After another call to customer service, we were informed the pants had shipped. When the package arrives, we open it to find two men's polos. We called customer service, and they inform us that they will not send the pants (which we had already paid for long ago) until they get the two shirts back that 5.11 sent by mistake. Now fast forward to this week: I ordered a tactical gearset to go on my incredibly overpriced 5.11 AMP backpack that I ordered this year. I am still awaiting the order as it is in the hands of the carrier, but the product just went on sale. I called to ask if 5.11 would honor the sale price since I still have not received the item. The customer service rep, Mya, hem-hawed around about whether they would, then places me on hold to talk with her supervisor. She then tells me that the only way they can honor the price is to have me reorder the product, then send the first order back to them for a refund after I receive it. This is absolutely, hands down, the most backwards company that I have ever dealt with. Frankly, it is just a shame considering that I like their products so much. The bottom line is, I have given them chance after chance to provide me with decent service, and I can guarantee that I will never order another item from them. Order at your own risk.

Horrible customer service. I had placed an order for 2 day shipping and did not receive the package after 3 days. I then called and spoke with a lady who said that she would over night my package since it was already late. I still did not receive my package the next day. I called again and spoke with a man who said that my package hadn’t even left the warehouse. He put me on hold and got back on the phone stating that they would be there the following evening (Saturday). Still did not show up. Called and spoke with a supervisor named Summer who stated there was nothing so could do and that it would be 2 more days at least until she was able to get my package to me. I spoke with 4 different people who all gave me different dates. I asked for some kind of credit or a refund to make up for the inconvenience and she stated she would not do that. Also, I was supposed to receive a call from someone at this company that I could speak to about this issue today and have yet to get a call. My package is still a total of 5 days late now. With each day being pushed back for 3 separate occasions. I do not recommend ordering anything through this company. You will not receive it. Or not receive on the date you paid for it to be shipped by. And they do not work with you to fix this issue whatsoever. Good luck if you order from this company! Still have yet to see my order which I needed for my Acadamy by a certain date.

5.11 tactical products are good. However, it is a little bit expensive. You guys could try BOW-TAC.

I had an excellent experience with 5.11 Tactical. UPS left my package in my neighbor's yard and she was away for three weeks, so I thought the package never came. When I called to ask about the package, the customer service representative immediately sent me a new package - next day delivery. A week later, my neighbor showed up at my door with the original package. I called 5-11 and another customer service representative immediately sent me a label so I could return the original package for free. Both times, the customer service representatives were extremely professional and kind to me.

I was told my order would be sent on Tuesday but it wasn't sent until the next Monday - information I had to chase. I paid more through the company because I needed the gear urgently and other stores told me they didn't have the stock. The salesman assured me many times that it would be sent out Tuesday. When I called today, "Lily" told me that the warehouse was behind because of Easter (Easter was already scheduled when I ordered and was told dispatch date would be Tuesday). Lily told me it was sent out on Friday. Then I asked for a tracking number....and she said maybe it only got picked up on Monday.
I may as well have dragged my heels with a cheaper outlet. If the company were just honest in the first place to tell customers that they are behind or that they will be slow to proocess then we could choose. Wish that I had read other reviews here before I ordered.

Horrible customer service. We placed a large order on Saturday and really needed it the Friday so i called first thing Monday to ask to pay for 2 day air as it was not an option on line. The lady told me that is not adv and they dont change any orders. I then asked her return policy and she told me to go online.....long story short went to Amazon did the exact same order it was 70 LESS and free 2 day air!! I will be returning my whole order to 511 Tactical and ordering from other locations moving forward.

I am a nationally registered Paramedic. Through NAEMT i have access to certain discounts for 5.11 and their site. Today i looked on their site for a certain knife. Couldn’t find it, though i know they have it. Then i simply looked for “knife”.... literally 2 came up. Both “rescue tools”. So i call their customer service and am told because of some partnership with Facebook they cannot have “weapons” on their website. The woman i spoke with was actually telling me that if you look for an item on their site and get no results, you should call them to make sure they actually don’t have it.

As I’m trying to ask what other things are not allowed to be on their site but yet exist in their stock... this woman could NOT comprehend the question. She would over and over refer to how NAEMT and 511 decide what things are discounted. I explained to her i clearly understood that 100%.. but continued to ask what other items are “hidden” from their website due to some ridiculous contract or partnership.. again she would refer to discounts. Upon telling her to let me speak with someone else, call conveniently is disconnected.
5.11, you have dropped your customer service almost as low as your dignity by agreeing to not list items on your site based on if they are seen as weapons. Fyi, you can use a boot as a weapon. You can use shoe laces as a weapon. Hell, you can use a tactical flashlight.

I’m no longer using your products and services anymore.

I purchased a pair of pants and a belt as a test order, at first I was very pleased with the pants but the belt didn't fit them. In fact, the belt doesn't fit ANY pants, even my husband's! The buckle is too big and awkward and we tried everything to get it through the belt loops but I ended up ripping one of them. That was the first indication that the pants weren't going to last. Two months later the pants had split up one of the inseams, the hems are unravelling, the zipper is starting to malfunction and two of the pockets are falling off. I haven't exactly been rough on them, I wash them gently (they were VERY expensive and I tried my best to follow the care instructions) and I only wore them to work. I work indoors and mostly just stand around all day. I'd hate to see the condition if I'd actually worn them outside in the elements! Contacted customer service, no response after 45 days, contacted them again, finally got an answer only to be told that they don't do much for international orders. Their best suggestion was trying to exchange them at a location in-store. I don't have an in-store location within two hours of me. So it looks like I won't be ordering any more 5.11 tactical gear, what a shame. I had such high hopes for these clothes and got such disappointment instead!!

Product is great but don't buy from the website. Just buy in store if you can. Its been 2 weeks since I paid for and placed my order and still nothing. Also, there is no accurate or up to date tracking information for my order. It has said in transit for over a week now. I am pretty frustrated with it. I'll just never order from the website again. Hopefully it comes soon and hopefully I don't need to return anything.