5.11 Tactical US Reviews 156

Their products in general are always good but processing of the orders is horrendous. I placed an online order on 5/19 and it still says it's processing. Reached out via their website for an update, no response after waiting a week. Called customer service twice, last week and again today. Spent a combined 20 minutes on hold just to be told both times that it was still processing. Ridiculous. Now I'm told it will be put on some priority list, we'll see but I have lost faith in ordering directly from them again.

On the chance that I might be able to get a replacement part for a flashlight produced by 5.11. I contacted 5.11 customer service/UK by email. I received a reply within 24hrs from a gentleman called Andrew who was extremely helpful and was able to supply me with the part I needed to get my flashlight back in full working order. Definitely recommend 5.11 their staff namely Andrew couldn't have been more helpful. Again thank you Andrew very much appreciated.

This company has the worst customer service I have ever experienced. The products I ordered online took 3weeks to receive. All emails that I sent were returned with an automated message & not dealt with. I have been a long time customer of 5.11, but after the last 2 encounters & the lack of quality service, I will choose to spend my $$ elsewhere. Buyer Beware!!

I have been waiting on a refund for a month, they've had my return that long now. I've tried calling, good luck getting anyone on the phone. Email is just as bad, it took three weeks just to get an RA number to even return the boots I ordered. Decent products, but terrible customer service experience.

So I rarely write reviews good or bad, but 5.11 has the worst customer service I have ever seen. Every time I have had to call them about an issue the customer service agents are just rude and don't want to help. The only times I have called is when 5.11 has either, lost my order/shipped it to a wrong address or shipped the wrong item. The agents act like it's the customer's fault and they "are doing you a favor" to fix their screw up. Now I do love their products but the customer service sucks. I'm just about to the point where I won't buy their products due to this, but I think I will just get them through Amazon where the shipping and return process is guaranteed.

I ordered some clothing for my sons (both are paramedics). They didn’t send one of the items and triple charged me for another. They immediately Rectified the missing item. However did nothing about the overcharge. I have been trying to get the corrected for three months now. You can’t get in touch with customer service, receptionist refuses to connect you with a supervisor and emails are answered only with generic emails, so they’re actually ignored. I’ll never make that mistake again.

Ordered a pair of boots didn't fit good so called customer service and no answer had to call and select that I was a dealer and what do you think happened they answered the phone got my RA number and sent my return for refund. The boots have been at there for over a week and still no refund. I will not order or support anything that has 5.11.

I don't know how a person can be ready when the buttons don't stay on the clothing. VERY VERY OVERPRICED FOR WHAT YOU GET AND THIS IS COMING FROM A COMBAT VET.

Order Placed on November 24, 2017. Received email from CEO on December 18, 2017 stating: "If you placed an order on or before December 8, we are committed to getting your order delivered in time for Christmas."

Just called and yet again advised that order has not shipped and "we didn't guarantee Christmas delivery"... While technically I will agree, no contract said by Christmas, but it is very reasonable to expect delivery by Christmas from a month before with no items showing backordered. As Such I tried to cancel the order so I could buy something else for a gift as they refused.

When I asked to speak with a manager, I was transferred to Voicemail. This company used to be impressive, now it's impressively bad.

Great Company and outstanding Customer service...!

Had a rucksack that went defective, I contact 5.11 Customer Services under warranty, I sent pics and batch number and now a new rucksack is on the way to me!

Great customer service, great brand, great kit! Go 5.11!