"I placed orders back in October and November before Christmas and was provided excuses for the delayed shipping. Here we are in April of the new year and again they are giving excuses for 10 business day shipping delays. I'm done! I love their products but this shipping issue appears will put them out of business. "

"Stay away from 5.11 tactical, at least the online site. I ordered something a week ago, and 1st of the all the order isn't attached to my account at all so I have to manual check the order number and the status of the order is still "processing". Called the service line and inquired about my order, they told me it would still be another 10 days, this order was supposed to ARRIVE in a few days from ordering. I told them to cancel my order like it says on their site, call the service line "For more urgent inquiries, order modifications, or to cancel an order, please call Customer Service at 1.***-***-****. to cancel any order prior to shipping." They told me they could not and would not cancel my order and by the time I would receive my order it would be too late to return it. The customer service rep was extremely rude as well but feel like he probably gets a bunch of calls like this himself and he is probably legitimately frustrated he can't do anything. I feel like the company purposefully makes it impossible for you to get your money back and it'd be better to try and get your money back through whatever means it is you used to pay and try to reverse the payment. Stay away from 5.11."

"Part of my order was missing and I was triple charged for one item. I have been attempting to fix this since December. Customer service doesn’t answer, reception refuses to connect you with a supervisor and emails are ignored. I should have paid more attention to reviews before ordering. "

"Long story short = going on six months trying to get what I need.

1. Placed order in June 2017 for 2 bags to be delivered to post office box. No where during the ordering process is it specified 5.11 will not ship to p.o. box. Contacted UPS (shipper) to advise to re-route; they could not do that, sender (5.11) must make change. Tried to contact 5.11 to have them re-route, no response. Took about 3 weeks to have shipment come back to 5.11 & get res-sent to proper address.

2. After receiving items, found that 1st item did not fit my needs. Took a couple of weeks to get feedback on return policy & credit for said item.

3. Second bag had zipper fail early Dec 2017. Contacted customer service rep, cs rep said ok, no problem, send e-mail with pictures. E-mail was delivered to server but no receipt confirmation. Phone call to new cs rep only to discover previous cs rep I had been dealing with was no longer with the company. Send e-mail to new cs rep. This response Dec 16, 2017:

"Thank you for your email. We are currently behind in responding to all inquiries and we are doing the best we can to get caught up. I will respond to your inquiry within 2-3 business days, but if you require immediate assistance please call our Customer Service line at 1-***-***-****. Thank you and have a great day!"

Allow holidays to pass. Try calling Jan 3. "The wireless customer you are trying to reach is unavailable. Please try your call again later" or busy signal.
"

"Wanted to buy the 10.6 pouch. Called store in Mission Valley and Chris, the assistant manager, said they had some. I get there and Chris says they actually don't have them and it is my fault for not communicating clearly what I was interested in. He said that I said 6.10 pouch. Well, I told Chris clearly that I wanted the 10.6 pouch (I was staring at its website and reading the name off of it) and we specifically discussed it versus the 6.10 pouch (horizontal vs vertical orientation). He continued to lie, refused to take responsibility for the mistake, and failed to offer to do anything to resolve the problem (like order what I wanted or check other stores). I ordered the 10.6 pouch online on 11/28 and it has yet to ship (it is now 12/24). Yet the website warns that orders not placed by 12/8 won't arrive by Christmas day. Maybe time to update website to "orders placed in November won't arrive by Christmas day". I've sent 3 emails to customer service and have yet to receive a response. Yet, while most stores are hiring extra people to handle the holiday rush, 5.11 customer service is only open Monday - Friday and closes at 5 PM. They are not expanding their capacity adequately to deal with their service and logistical problems. Tom Davin, the CEO, sent an email on 12/18 saying: "If you placed an order on or before December 8, we are committed to getting your order delivered in time for Christmas". He also said that they are expanding their shipping capacity to 6 days per week to handle the delays; why not 7 days a week given the depth of the company's failures? He seems to have no appreciation of how bad the problem is when he talks about getting orders out before Christmas if placed by 12/8 given that orders placed in December have yet to ship and customer service is unresponsive

I have yet to be in one of their stores where there were more customers than employees. I think I understand why...."

"Ordered a simple watch cap on Black Friday 11/27. After a week I submitted a web inquiry- no response. A few days later another web inquiry- no response. I called on 12/11 as I still had no shipping confirmation or order update. After 15 minutes on hold while the rep searched for the order I was told the order had not been processed yet. It was already two weeks and the order wasn’t even processed yet. The rep said he would put a rush on it but there was a huge back up of some kind going on with their system. I finally got a shipping notice on 12/16 with an estimated delivery of 12/26. We are talking a month here folks to ship a simple hat. Absolutely unacceptable for an in stock item. I have experience slow processing and delivery in the past with .511, but this was the worst. I will NEVER order another thing from .511 online. If you don’t care when you will get your order I guess you’ll be okay. If you expect to get it in a timely manner you might want to shop elsewhere."

"Order placed 12/6/17, today is 12/18/17 package still has not shipped from site. Customer Service line on hold for 30 minutes no answer. I will try and cancel from my CC company. Unacceptable 5.11, there are too many other vendors out there to choose from. Was a repeat customer. Never again. "

"I ordered 2 tactical pants for 137$ and I was ready to get them before i go back to my deployment, but after one of waiting to get an email with a tracking number so i can track my order, I got nothing yet and I called the customer service number to find out that they they didn’t shiip my order until five days after the order date, I Talked to a manager on the phone and these big companies still thinks the people are dump by telling me “ Oh, I’m sorry but we have some system updates and that’s delayed everything” which is not my f** problem, who the hell do updates on the Black Friday sale day ?
Anyway stay away from these guys, for me Im going with North Face from now on, the 5.11 website is a SCAM"

"I placed an order for one $80 item October 15 2017. I immediately received an order confirmation, with a statement that "As a reminder, please be aware that our warehouse is undergoing improvements to better your 5.11 experience. Please be advised that your shipments will be delayed up to 10 business days". There was no mention of this on the website prior to buying, (so why say this is a reminder?) but I accepted.

I waited more that 10 business days and did a web inqiry (email). After almost a week, on Nov 7 2017, I received this reply. "I’m James from 5.11 eCommerce Team and I’m here to help. I’m terribly sorry for the poor level of customer service that we have provided thus far. I looked into your order status and it seems as though your items still have NOT shipped yet. It has only just been processed and will be set up for fulfillment. You’ll be notified by email with a tracking number once it has shipped, which is hopefully REALLY soon.

As you’re probably aware we underwent some serious infrastructure changes recently and it grossly affected our ability to get orders out the door, let alone respond to the web “contact us” form submissions like yours. We value you as a customer and we hope that you will continue to shop with us in the future!

Thank you for your patience"

As of November 20 2017, order still states processing. I have sent another web inquiry to cancel this order, and will never buy another 5.11 product again. "

"My order was "processing" for 7 days before it even shipped! I called them after the 4th day to cancel because I needed them in a week and they said they couldn't because it was already charged and processing....on the website they stated that "will not be charged till item ships" which isnt true I was charged right away which meant I couldn't cancel....a little scam they do that way you can't cancel and won't return when you get it because you have to pay for shipping and restocking fee.....5.11 products are great no doubt, a bit over priced but still great but their e-commerce is terrible! Next time I'll just order from a 3rd party site"

"5.11 needs to work on there pants the TDU to the taclite to the stryke and kodiak pant all have the same issues, it's not necessary to have the waist so high up on these pants i'm not asking to make these pants into designer hipsters but for crying out loud it doesn't need to be that high from the crotch area they goes right past my belly button and i look like an idiot an if i pull them down on the hips i just look like some thug gangster "

"Was charged a restocking fee and return shipping fee for a jacket that was still in the original packaging that did not meet their own sizing charts."

"This is by far the worst online retailer I have ever done business with. I ordered sneakers whose size ran small so I needed to exchange them. They would not accept a return, credit, or a refund. They claimed the sale was final since it was a web special. There was no mention of there not being returns on web specials anywhere when I purchased. Customer service did not reply to my subsequent emails other than acknowledging they were received. I called AMEX and put the matter in dispute. STAY FAR AWAY FROM THESE LYING THIEVES!!!!!!!! "

"511Tactical stocked exactly what I needed - a belt to hold my pants up that didn't have any metal parts on it. My skin has major reactions with nickel and such, so I bought two plastic/nylon belts and a phone holder. All three were shipped fast, got them in a few days (ground shipping), and was very pleased with the product. Well-made and sturdy on both the belts and the phone holster, these things will last me until I get old and fat. Certainly would buy again and recommend to others, good prices for the quality too."

"I was able to place an order on 511.com, got the email confirmation with the order number. Eight days later, 5.11 Tactical sent me an email saying that there was a price mistake thus it won't fulfill my order. Lame business. Don't waste your time making a purchase with this online vendor."