Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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