Business Profile

Safety Clothing

5.11 Tactical

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for 5.11 Tactical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2025
Type:Product Issues
Status:
UnansweredMore 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 continue to receive advertisements via email on a regular basis. The unsubscribe button take me to an error screen. I have email 5.11 requesting I be removed. I have tried utilizing different browsers, all give me a "We're sorry, something went wrong. Please try again." message. It once went through and I requested removal, but that had no effect. I still get the emails. They responded they would remove me, but in a few weeks I started getting them again.
Initial Complaint
Date:05/17/2025
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.
On Monday, May 12, 2025 I ordered the following from the 5.11 website: 1. **** Plaid Long Sleeve Shirt Color: Peppercorn Houndstooth (1024)Size: L 2. Gunner Solid Long Sleeve Shirt Color: Trekking Green (1011)Size: L 3. Gunner Plaid Long Sleeve Shirt Color: Desert Sage Plaid (1041)Size: L 4. Edge Chino Pant 2.0 Color: Flint (258)Size: 34x30 Order #: *********** I received items 3 & 4 (Chino pants and gunner plaid shirt). I did receive items 1 & 2. Instead, I received 2 pairs of Apex pants, size 31x32, way too small for me. I attempted several times to contact 5.11 using various means provided on their website. I have yet to hear from anyone. I'm leaving for a work trip to ***** next week, that's why I paid an extra $20 to have the pants delivered in 2 days. Please refund my money ($30) for the two shirts that I did not receive and refund the $20 I paid for 2-day delivery. The items arrived on Thursday, May 15, 2025, three days after I placed the order. Wish me luck in *****. Thanks, ****** List
Business Response
Date: 05/19/2025
Hi ******,
I am sorry to learn of the issues with your order and the delay in response from us as we diligently work on getting caught up from our sale. I have reviewed your order history and show that a credit in the amount of $51.93 was issued yesterday 5/18 via RA-0446184. This amount is for the two shirts that were short shipped and the original shipping charge. You should be receiving the credit within 3-5 days.
Regards,
Customer Service
Customer Answer
Date: 05/19/2025

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. Thank you for the quick response.
Initial Complaint
Date:12/30/2024
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.
November 6th 2024 i purchased 2 pairs of jeans from this company. Less than a week after receiving the items, one pair of jeans had begun to have holes in the knee. I contacted customer service sent them my order number, detailed pictures of the holes, make, model, color. I was assured that i would receive a replacement pair under their supposed "life time warranty". Never saw the replacement. Contacted customer service again and was told they would be sending out a replacement within the week. Never saw the replacement. Contacted customer service again and was told this time they would send out a pair in 24 to 48 hours with tracking numbers. Still have yet to see a replacement.
Customer Answer
Date: 12/31/2024
I am responding to your request of recipt
Business Response
Date: 12/31/2024
Hi *******,
I have reviewed your original order, US.SO-09841979 (web order #***********) and show a replacement was booked, US.SO-10039732 referencing the same web order number. The replacement order has shipped via *** tracking number1ZRV90090358584551. According to ***'s site, the estimated date of delivery is Friday, January 3rd. We apologize for the issue you experienced with your pants and hope you have a safe and happy New Year!
Regards,
Customer Service
Customer Answer
Date: 01/03/2025

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

Date:10/23/2024

Type:Product Issues

Status:

Resolved

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 few shirts from 5.11. Inside the shirts, on the left side, there are tags. the tags indicate that it can be torn off by hand in the direction indicated. i did that to one of the shirts and it did not tear off but instead made a hole in the shirt. I reached out to 5.11 customer service about the issue and their reply was that the tags need to be cut with scissors and not torn. that is incorrect because there are no indication that shows scissors but instead a tear indication on the tags in which i did. the tags must of been defected therefore causing a hole in the shirt. 5.11 customer service refused to exchange or refund my purchase and instead stated they could not help. I have reached out to them with pics and requested to speak to a supervisor with negative results. i have included 2 phots and email reply from customer service.

Business Response

Date: 10/24/2024

Hi Reymond,

I am sorry to learn of the issue with your shirt. If you could let me know which one it was (style, color and size), I will be happy to send a replacement. If the shirt is no longer available, I will issue a refund for that item. Personally, my recommendation would be to cut the tags as opposed to ripping them off and your message serves as a reminder for me to do that to some of my shirts as those tags can be annoying.

Regards,

*******

Customer Answer

Date: 10/25/2024

I am rejecting this response because:

Comin' In Cold Tee

Color: Black (019)
Size: XL
Quantity: 1

You can provide them my direct email if they need to con ***********************************

Or they can provide their email so I can directly communicate with them.

Business Response

Date: 10/25/2024

Hi Reymond,

Thank you for providing the information requested. I have the replacement shirt, along with an additional shirt on order US.SO-09789581.

Regards,

*******

Customer Answer

Date: 10/28/2024

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
Date:09/06/2024
Type:Service or Repair 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 purchased a waist type pouch, a large range bag, and a pair of hiking shoes on 7/2/24 for which the total bill was for $***** the recipt they sent was for ***** but they charged my card over $67.31 Their tracking said the order was delivered on 7/25/24 but there was no delivery at all. I contacted them and they said they sent another package which the tracking they gave me said was delivered on 8/31/24 none of the items i ordered was delivered. The only package i have received contained a little ring that you would find in a gumball machine. I have demanded a refund from them many times. The only thing they have offered is a 10% refund. I would like my money back and i think they should be flaged for the buisness scam they are running. They never sent one thing that i ordered. They charged my card more then the receipt stated. Then they send a 10 cent ring to show they made a delivery.
Business Response
Date: 09/09/2024
Hi Mr. *****,
I'm sorry about the issue with your order. I have attempted to look up your order and the order numbers provided in the screen shots are not 5.11 Tactical order numbers. In reviewing the messages, those did not come from our company. Unfortunately, it appears that you purchased from a fake site posing as 5.11 Tactical. Our web address is ***************************************, order confirmations from ************************************ and customer communication from ******************************************* If you are able to provide the web address of the site you purchased from, I will forward it to our legal department. In the meantime, please reach out to your credit card company and file a charge back/dispute.
Regards,
Customer Service
Customer Answer
Date: 09/12/2024

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
Date:07/08/2024
Type:Delivery 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.
On June 28th I ordered several pairs of shorts on a BOGO sale. (#***********) June 30th notified via email the order had shipped and was given a tracking number. Confirmed Item received by the carrier and in transit via tracking. 3 days later while in transit, I receive an email from 5.11 stating part of my order has been cancelled (the Taclite 9.5" Pro Ripstop Short). Confused how this occurred 3 days after my items had already been shipped and thinking this was a mistake, I waited until the items arrived to confirm if everything was sent. The cancelled items were not delivered. I confirmed via the website, the cancelled items were never out of stock and they are still currently available for order via the website today as of this writing. Within an hour of receiving the package I contact 5.11 Tactical customer service via phone and speak to *******. He confirmed the items were cancelled and could not advise as to why and that the items were in fact in stock and available for order. I asked to have the items shipped and he quoted me a price that was significantly higher than my original purchase. He said he didnt have access to that offer but could email me a discount code which was still significantly higher than the price paid last week before the company decided to cancel part of my order. Instead of making things right due to THEIR error they expect me to pay a higher price and not honor something I had already paid for. This sounds like a bait and switch tactic from 5.11 Tactical. Be careful about doing business with such a shady company. Every item I have ordered in the last month is now being returned due to their poor customer service. So much for being there for the military and public safety!!
Business Response
Date: 07/15/2024
Hi ****,
I am sorry to learn that part of your order was cancelled and you did not find out until after receiving a shipping confirmation. We are in the process of updating our style numbers and unfortunately our website was not communicating properly with our ERP when your order imported into our system resulting in the older style number being used to which we do not have inventory. I have placed a new order, US.SO-09292993 for the two pairs of Taclite Shorts in Dark Navy size 42 that will be shipping out at no cost to you. As this order is placed on an internal account, shipping from our California distribution center, you will not receive a shipping confirmation. Please allow 7-10 days for us to process your order and an additional 5 business days for *** delivery.
Again, sorry for the issue!
Customer Service
Customer Answer
Date: 07/22/2024

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. Although, I do apprecaite the offer of the free items. Sadly, if 5.11 would train it's customer service reps better or allow them more leeway in dealing with issues such as occured here, this would not have gotten to this point and wasted my time nor cost the company unnecessarily by offering the items for free. Initially, all I was asking for was the exact same price I paid prior to the company cancelling my order and they wouldn't honor that. Thank you.
Initial Complaint
Date:10/13/2023
Type:Service or Repair 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 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
Date: 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 Answer
Date: 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
Date:03/14/2023
Type:Service or Repair 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.
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
Date: 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
Date:02/22/2023
Type:Sales and Advertising 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 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
Date: 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 Answer
Date: 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
Date:01/09/2023
Type:Sales and Advertising 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.
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
Date: 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 Answer
Date: 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.

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5.11 Tactical is NOT a BBB Accredited Business.