"A telling experience during their "5.11 days" sale...canceling after sale is over"
"I have now ordered a few things here. The last was a almost $200 backpack. After a week and it not being shipped I called. After over a half an hour on hold I finally give a human being to answer the damn phone. Miraculously within 5 minutes I got a notification that this was shipped. What the hell? Why do I need to call for these guys the ship the product that I paid a crap ton of money for? Why is the customer service so horrendous? Any retail should have barely responsive customer service. You can't leave a message? Or how about call me back? Instead of leaving me on hold... No bueno for such a high priced item"
"My order was placed on 12/10/2019. With a day, I had a tracking number, but that is as far as it got. Here I am 2 weeks later and the items still haven't shipped according to UPS. So I call 5.11 tactical to cancel my order but I am told that because the order is already progressed to the stage that it has a shipping number, I cannot cancel it. What a scam. They have a shipping number appointed to my order, but the order has not yet shipped. But because it has a shipping number, I cannot cancel the order. I will not make the same mistake again. "
"Excellent product but takes so long to receive what you paid for. It was better buying through Amazon, military exchanges or even physical stores. "
"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! My order is on hold. I wrote few emails and made few calls . There was no answer. Worst of all, I dont even know to cancel my order!!"
"I literally am appalled by the customer service and disorganization of tac 5.11 I ordered a jacket from them for cyber monday and they cancelled my order without telling me. So here I am waiting for my winter coat for work but looks like I will not be getting one and I will be freezing my **** off on the ambulance because they said they could not fulfill my order. I tried calling them about this... good luck I waited on hold for hours with no luck. Worst. Company. Ever. Looks like I will be ordering off amazon. "
"We placed an order on 8/17/2018. After 3 weeks of no shipment, I called to check on the status of our order. The woman I spoke with said she didn't know why it hadn't shipped, but she'd check with warehouse and ship overnight. A week later I called back because we still had not received our order. The woman I spoke with, Maria, said she would check with warehouse and let me know. At the end of the day I hadn't heard back from her, so I called and spoke with a different woman, Bethany, who was able to give me a UPS tracking number. I asked if it would be overnighted since it had been 3 weeks. She said she didn't know. She said sometimes the warehouse can do overnight and sometimes they can't. When I checked the tracking number the next morning, UPS says our order will arrive on Wednesday, September 12th. That's almost 1 month after our order. We will never order from you directly again. Our orders come from Galls within 2 business days. This was really terrible service. "
"I ordered 2 pair of expensive pants, $75.00 a pair from the 5.11 online store on the 5th of July. Today is August 1st and I still have not received my pants. When I called to inquire about them a week after placing my order since I never received my shipment notification, I was told that due to warehouse changes, my shipment may be delayed for several weeks. The agent also said that the notice was on their web page. IT ISN'T!!!! The reason, entrapment! I called again a week later (on a Thursday) and this time the agent told me that they were packed and on the shipping dock waiting for the carrier. Still no shipment notification. A few days later I called again and was told that they was still waiting shipment, REALLY! When demanded a refund, they told me that they couldn't because my order had already been processed. They finally shipped them a few days later and I got an estimated delivery date. After that delivery date passed, the tracking has completely STOPPED. I have no idea where my pants are or when they will arrive. My advice to you is to go to the brick and mortar store. This online store is a JOKE! NEVER AGAIN!!!
"
"I ordered boot laces June 8th, today is July 7th, still have not received the laces. Tracking states they are On Hold
The package remains at the UPS Access Point location and is reaching the maximum days allowed to be held. I should have just went to Wally world for the laces. STAY AWAY FROM THIS COMPANY. "
"Placed an order with them on the 25th of May. Today is the 4th of June. They don't reply to emails, but I've called twice to check the status of my order and was told each time (three days apart) that the order is in "packing." Today, after waiting on hold for 40 minutes) I decided to cancel the order and was told by customer service that unfortunately they can't cancel the order once it is in packing. Really? The products they make are relatively good quality, but I would suggest you avoid placing an order through 5.11 directly; instead find another vendor, like Amazon (had I don't that I'd have had my pack in two days)."
"First off, if I could give this company 0 stars I would. The whole process of ordering to receiving the item is the worst I’ve ever seen. The customer service is TERRIBLE. Almost every agent you speak with on the phone is rude acts like you’re bothering them. If you order something online through the 5.11 website be prepared to:
-Not receive a confirmation email on your order
-Be prepared to hear “our shipping times are delayed as of now” followed by whatever BS reason
-have the worst customer service experience if you have to call
-not receive your “IN STOCK ITEMS” for anywhere between 4 weeks and 4 months
Terrible. Do yourself a favor and either buy another brand, or buy the 5.11 item at a physical store.
"
"After waiting a week they have informed me it may be an additional 15 days. The company continues to take orders when they know they’ve had shipping problem since 2017. Unacceptable"
"23 days and still no order. Orser placed 2 april. CS didnt respond to my email to initally i ended up with the wrong product.. No big deal next day set up return and replace for correct.. So here we are 23 days later and still no order. Have been told its in Packing..they cant cancel it.. Its in the last stages before shipping. Its being expididted. And today I was told it hasnt even moved.. Asked to speak to a supervisor ans was hung up on.. So ill be taking it up with my credit card company instead. And contacting the BBB. Products are great but 5.11 themselves are horrible."
"First I want to say this is a review of the online customer service and shipping not the products themselves. I'll start by saying the products are great I really love my 5.11 jeans and hope they sort out this shipping issue so I can give them my support in the future.
I ordered two items totaling about $150. After two weeks of not receiving an update about my shipment and checking the website in which it said it still had not shipped, I emailed customer service for an update. Having my $150 without even having shipped my products after two weeks seems rather unacceptable. I felt like I had been taken advantage of. I received a very generic reply, "Thank you for submitting your inquiry. Please note we are experiencing an unusually high volume of inquiries and you may experience a delay in response. We care deeply about providing you the absolute best customer service possible, and we sincerely apologize for this delay."
No other info about my order or when to expect a more thorough reply.
After another week I wrote a review on their website on the products I ordered, about how I would love to review them but can't because they still haven't been shipped.
Finally nearly a month later my package says it's out for delivery today. I received anther email from 5.11 on my shipping status.... little late 5.11 ups beat you to it.
It is one thing to having shipping delays from the shipping company. It's another to have a delay (on an in stock item mind you) because the company you ordered from hasn't shipped it at all.
I won't be ordering online again. "