5.11 Tactical US Reviews 156

Good product, but horrible service. Don't expect to get your products exchanged since they are all lazy and will only process it as return.

I ordered some pants early as a Christmas present for my wife. On opening, they did not fit her. It was beyond the 45 day return policy, but I called, and they said they would make an exception and send me a return label. I never heard from them. Repeated calls to customer service were always hung up. By the way, online returns do not work.

Never again

I ordered a bag through their rush sale, reached out to them after two weeks of it not shipping yet. only to have them tell me that they oversold the bag and that I wouldn't be getting my bag that I ordered. It took them almost 4 days to respond to my message and about a week to respond to my email. and their solution was to offer me 20% off of the new bag thats coming out that cost twice as much. They respond to communications three days after your write them back from the email they just sent you. So because of their lack of preparation for the sale that they were having i now have to deal with crap customer service. Also, my friend ordered her bag 5 minutes before i ordered mine and hers came two days later. This is the first time i ever ordered from them and it will absolutely be the last. I wouldnt recommend this company to my worst enemy. Absolute crap!!!!

I purchased about $700 worth of clothing after buying a pair of pants in the local sporting goods store.

In short the value for what you get is rather poor. 5.11 gear is at least 2x as expensive as it should be. I regularly buy entire wardrobes worth of clothes because I hate buying them. This is the 4th time I have done so and the first time I felt cheated.

The clothing arrived with far too many loose threads and many buttons on my shirts and pants have since been resewn.

While the pants I bought all fit as expected, I will have to wait more than the 3 months so far to see how they really age. Sadly though, I am not hopeful as most of them have started pilling in the crotch area.

The shirts are a big letdown. While the pants fit very well, the shirts aren't broad enough for me, even though they are XL Talls, about like everything I have bought since adulthood. The fabric appears nice, but I have to wonder the purpose of a tactical shirt that doesn't have enough room for me to easily put on a backpack.

Overall I bought 5.11 because I wanted utility, knew a few folks in law enforcement that spoke well of them, and was willing to pay a premium for something that would last. Instead I was met with Dockers/ JCP Foundry quality clothing items at 2x the cost with a few extra pockets.

I haven't bothered to return any of this stuff, but I most likely won't be buying any more.

I going to be two years to buy items an 5.11 Tactical gear and The Customer Services is Really poor and slow, find excuses and Excuses for Everything’s awful experience, Next time I’m going to the direct 5.11 Stores closes to my city, (0) Stars ⭐️

Ordered through a rep. He was very nice and accommodating. However where they drop the ball is the warehouse. What info I received is that they switched over to a new high tech distribution warehouse. They had software glitches causing non-fulfillment of orders. I heard they had 20 UPS semi's waiting for shipments in one day. Supposedly they fixed it and now Covid hit. I live in SOCAL and after 4 weeks still haven't received my order! Ridiculous! Many other online sellers have adjusted to Covid and shipping times are way much faster.

A special shout out to Cody V, manager at the Simi Valley store. He had been asked to follow up on a request of mine. It’s rare in today’s world that retail employees not only know their products as well as he does but also follow up on ‘custom’ requests. Very professional, thanks Cody!

5.11 has a great selection of products and the items sold are definitely high quality and worth the high price. That said, you can usually find the 5.11 items at other retailers for significantly cheaper. Also, sizing is inconsistent and if you run into any issues requiring customer service, you are in for a frustrating experience. Lastly, the order processing and ship time turnaround is beyond terrible. Expect very lengthy delays in receiving your order regardless of what the website says.

After reading these reviews, I'm glad I didn't get around to ordering from them. I wanted to order an expensive SOMS bag but was concerned about measurements. I called their clueless customer service reps twice trying to get answers to my questions before buying a $350 bag. Both times I was promised a call back, and nothing. I'll spend my money somewhere else.

Placed an order on the 3rd on September 2020. Today is the 23rd and it has not shipped yet. I have called them 4 times and everything they have told me on the phone has never come true. It's like they just lie to you just to get you off the phone.

Waited a month for book bags for my kids. Refused to cancel my order, tried to bill me 6 weeks later. Never again.

I ordered a shirt, hat, and morale patch during 5.11's Labor Day sale and was told to allow for 3-5 business days to ship... That was 14 days ago. I called customer service after the initial 5 days and was told that they had a back log in fulfilment and to give them an additional 2 days. I called on day 11 and was given the same excuse and sane timeline, an additional 2 days. It's now been 14 days and no word in my order.

I ordered 2 pair of pants - 1 showed with no explanation and no refund. Sat on hold for 40 minutes with customer service (gave up) and emailed them 2 times without a reply. I'm going to file a complaint with our AG after reading the comments...seems this is normal for them after ordering stuff from them all the time. Jocko won't want to wear there gear anymore and advertise for them shafting people.

What happened to them? They used to be so good. They canceled more then half my order and decided to create a shipping label for 1 item I ordered and never shipped it. Written emails and called but waited 30 min on hold until I gave up. I used to be a big fan of 511 but I'm NEVER buying anything from them again.

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.