5.11 Tactical

I am rejecting this response because: My issue is not about the sole being wornIt's about the sole liner or thin outer layer SEPARATED; now if that's not a manufacture's defect, what is? Besides the soles does not show any smooth spot where the "STIPES" or grooves would have disappeared"Guess it's what we should expect from products made in China"

Dear***, Please accept my sincerest apologies as my team is behind on responding to customerinquiriesWe have been challenged with staffing issues since the beginning ofthis year and are diligently working on getting caught upYour package shipped
out via UPS tracking #*** and was delivered on6/The following web special items did not ship as they are no longeravailable: the Bullet Shark Shirt and the Thin Blue Line ShirtThese itemshave been cancelled as such your card was not chargedPlease let me know ifyou still have not received your package.I was able to locate your email that was sent back as undeliverable and havespoken with our IT and Web DepartmentsI can assure you that we do not havethe capability to block email addresses from emailing inPlease rest assuredthat these issues you have experienced are not intentional and in no partmalicious on 5.11’s behalfDuring May and June our warehouse underwent a massive upgrade/enhancementThe goodnews is this will allow us to process and ship orders faster, however, thedownside was a huge delay in shipping orders that came in during this timeAswe are still a young company, we have grown immensely over the years(especially recently) and are experiencing growing pains.We pride ourselves on providing all of our customers with purpose built gear forthe most demanding missions and Customer Service to matchI realized that wehave failed you on this order and would like to know what I can do to make it up to you.***, I am sorry for all the issues you experienced recently and lookforward to your response. Regards, *** ***Customer Service Supervisor

Unfortunately, there is no indication that the detached sole was from a manufaturer defect. If the sole had detached shortly after purchase and we were notified right away we would have gladly replace the boots. However, the boots were purchased over years ago, the pictures submitted show significant evidence of wear and tear and we were just recently notififed of this. We cannot offer a full refund at this time. We are more than happy to offer a 20% discount on the next purchase

5.11, Inc
("5.11") warrants each product sold by or its authorized dealers
to be free of defects in
materials or workmanship for as long as you own the
ProductExclusions from this warranty include damage resulting from extended
wear and tear. The customer stated he purchased the boots in the summer of and provided photos. In one of the images provided the sole tread was worn almost all
the way down in some areas which is a good indicator that the boots have seen extended
wear and tearThe other images provided confirmed this as well. As a courtesy we offered
the customer a 20% discount on another pair of bootsWe are still happy to
extend this offer to the customer

Our
system pre-authorizes the customer’s credit card for the estimated total amount
of the orderIf
the order total is more than the pre-authorization the system
has to run a separate charge for the differenceThe discrepancy is almost
always due to the sales tax estimate being inaccurateThat is the case with
this situationWe pre-authorized the card for $121.05; $for the product
and $for sales taxThe sales tax, once calculated and invoiced, was
actually $8.58; $differenceThe system went out and charged the additional $
Unfortunately, after researching, we found that this customer’s feedback was not responded to, and we apologize for this happened as this is not the course of action. Our policy is to respond to every single customer feedback that comes to us

We have looked into this and we have all the information we need to process his request. Our CSR will be reaching out to the customer to discuss this issue and resolve the matter to the customer's satisfaction. We pride ourselves on providing all of our customers with purpose built
gear for the most demanding missions and Customer Service to matchI realized that we have failed this customer and will make it right

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Falsely informed of the exchange process. Company not only charged me to ship back a pair of pants - the process took in total 3 weeks between purchase of original pants, to the refund of the pants. The company wanted me to purpose a whole separate pant order for the exchange and wait for the refund from the orginal pants. So instead of spending money for 2 pairs of pants I would of had to spend twice the amount for 4 pairs of pants and pay $20 to send back the original pants and wait 2 weeks to get my original refund.

We
were originally contacted by [redacted] via contact us page on our
website. Her email stated that she has an overseas card, but wants an order
shipped to a US address. Our system is only able to ship product to the same
country that the card is issued in which was explained in our...

reply to her. Her
emails with [redacted] are attached.  [redacted] correspondence also never mentioned pricing on Web Special
items.  The
Torrent Jacket was featured on our Web Special section on our website
which is
our version of a closeout section.  We disclose in the Web Special
section, in
red, that “Web Specials are currently only available for purchase in the
United
States”. We also looked into the comment of "deal with it".  While we have not been able to confirm this comment was made, we can assure you that this type of response is not acceptable or part of our service model. We have high standards for our customer service team and expect each of them to service the customers to the best of their abilities.

We researched the complaint and found that this customer should have received a Return Authorization from the CSR handling the call to return/exchange the pants and belts.  Our Customer Service Team Leader will be reaching out to the customer to issue an RA and exchange the requested...

items.  We apologize for the inconvenience to this customer and will do what we can to make it right.

I am rejecting this response because:
The issue is still not addressed; just excuses in the reply.

I am rejecting this response because: My issue is not about the sole being worn. It's about the sole liner or thin outer layer SEPARATED; now if that's not a manufacture's defect, what is? Besides the soles does not show any smooth spot where the "STIPES" or grooves would have disappeared. "Guess it's what we should expect from products made in China"

Rating: 0

In Nov. 2017 I ordered several Items directly and through Police supply stores. I received one item that was sewn lopsided. I sent it back and never heard back. I called just before Christmas and was told the holster shirt was discontinued.

Now as f Jan. 10, 2018 I have not received their new stretchy jeans from a police supply retailer. I have tried to call 5.11 for 2 days with no answer. Sad that 5.11 has gone to hell. I cancelled the rest of my orders of 5.11 items since they are late as well.

-Sergeant

First off, I spend several thousand dollars a year on 5.11 tactical gear- clothing, boots, tactical equipment, bags, patches, you name it, I have it. I usually purchase my items directly from local retailers because I do not like having to wait to receive items in the mail, however, if there is a good sale on the 5.11 website, I do order online. On Nov. 23 and Nov. 27 I placed separate online orders, the total value of which was about $300. To date (today is December 18th) NEITHER of my orders have even shipped. I have called and emailed 5.11 several times...emails get no response, and my phone calls have been pointless...just repeated apologies, followed by false promises of shipping dates (none of which have happened) I tried canceling my orders two weeks ago and THEY REFUSED TO CANCEL THE ORDERS...even though they still have not shipped. I am (well was) a very loyal customer and I spend a lot of money on 5.11 products every year, but after this experience I can confidently say I am done with 5.11. You would think that this company would do something to rectify this situation right?!? Well, WRONG, they do not care. For my month delay, numerous broken promises regarding shipping times, and hours spent dealing with this, what did 5.11 offer me for compensation? A [redacted] FLASHLIGHT AND 30% off MY NEXT Order...are you kidding me? 5.11 can shove their flashlight where the light doesn't shine, and it will be a cold day in hell before I order anything from them again, so they can stick the bt 30% coupon up their [redacted]! Do yourself a favor and buy your tactical gear- from a place that gives a [redacted] about their customer base. Tactical gear is expensive, and for the money I spend I demand better than this."

Review: I made a purchase with this company during their Memorial Day sale on 5/22/15, Order#200 2573 65. I emailed them on 06/02 to ask for status as I had not seen anything shipped and my account status still showed processing. Another almost 2 weeks went by and I emailed them again today and it got returned, stating my email address was blocked by the company. I believe since 6/2, I also put in an inquiry through the website asking for status. I have received ZERO contact. If a product is out of stock or they over sold, that's ok. The lack of response to simple communication is the most frustrating thing with this company. I feel my name looking to be of middle eastern looking decent has something to do with this lack of communication as well as my email being blocked. My emails were never disrespectful or derogatory and I just wanted status. I need resolution on this soon. If you don't want my business, let me know and I'll go elsewhere. It's sad that it's 2015 and people still get stereotyped and discriminated on.Desired Settlement: I would like to know why my emails were ignored and then my email blocked. Also when I will receive my product.

Business

Response:

Dear[redacted], Please accept my sincerest apologies as my team is behind on responding to customerinquiries. We have been challenged with staffing issues since the beginning ofthis year and are diligently working on getting caught up. Your package shipped out via UPS tracking #[redacted] and was delivered on6/23. The following web special items did not ship as they are no longeravailable: the Bullet Shark Shirt and the Thin Blue Line Shirt. These itemshave been cancelled as such your card was not charged. Please let me know ifyou still have not received your package.I was able to locate your email that was sent back as undeliverable and havespoken with our IT and Web Departments. I can assure you that we do not havethe capability to block email addresses from emailing in. Please rest assuredthat these issues you have experienced are not intentional and in no partmalicious on 5.11’s behalf. During May and June our warehouse underwent a massive upgrade/enhancement. The goodnews is this will allow us to process and ship orders faster, however, thedownside was a huge delay in shipping orders that came in during this time. Aswe are still a young company, we have grown immensely over the years(especially recently) and are experiencing growing pains.We pride ourselves on providing all of our customers with purpose built gear forthe most demanding missions and Customer Service to match. I realized that wehave failed you on this order and would like to know what I can do to make it up to you.[redacted], I am sorry for all the issues you experienced recently and lookforward to your response. Regards, [redacted]Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I received a pair of pants with a belt and a belt from 511 tactical for Christmas. I tried on the pants to see if they would fit and they were a bit too small. I contacted the company regarding an exchange. It took them 3 weeks to get back to me. They then told me that because I tried them on, that somehow that was tantamount to being worn and I couldn't get an exhange. They still had tags on it. I tried to explain this to the rep, but they wouldn't listen. Now I'm stuck with a pair of pants and 2 belts that barely fit.Desired Settlement: I want the right size of pants and belts. I don't want to have to pay to send the current merchandise back either. For the trouble it's been. I don't appreciate being talked down to.

Business

Response:

We researched the complaint and found that this customer should have received a Return Authorization from the CSR handling the call to return/exchange the pants and belts. Our Customer Service Team Leader will be reaching out to the customer to issue an RA and exchange the requested items. We apologize for the inconvenience to this customer and will do what we can to make it right.

Review: I contacted 5.11 and I was told I could send a like new belt in that was the wrong size for a replacement. this was not honored.

I sent the belt in on 07/22/2013 and I received the same belt back on (no exchange) 08/08/2013. I was orginally told by [redacted] that I could exchange the belt.Desired Settlement: The belt I was told I would receive.

Business

Response:

Initial Business Response

Mr. [redacted] contacted our office via email and stated he needed to exchange the belt because it was too wide for his new holster. We emailed him back requesting more information. Mr [redacted] never responded to our email, however, he did call in and speak to another Call Center Representative. She set up an RA for the exchange of the belt. When the belt was received we found that it was not re-sellable and could not be placed back into inventory so we couldn't exchange it. Our policy is that we don't exchange worn product for new product unless the product is defective. The fact that belt has been worn prevents us from being able to exchange it.

Review: The company has 2 pricing systems for domestic and international purchasing. The items for international pricing is upto 4 times more expensive. I contacted the company directly by phone and they "said deal with it". A business that offers a service of selling products on the website are to be in compliance of fair trading.One Example - Item Style# 48130-WS Torrent Jacket is priced at $59.99 + shipping for US buyers, while the price for international buyers is $203.09 + shipping.Desired Settlement: Fair pricing should be provided for all parties regardless of location domestic or international.

Business

Response:

We

were originally contacted by [redacted] via contact us page on our

website. Her email stated that she has an overseas card, but wants an order

shipped to a US address. Our system is only able to ship product to the same

country that the card is issued in which was explained in our reply to her. Her

emails with [redacted] are attached. [redacted] correspondence also never mentioned pricing on Web Special

items. The

Torrent Jacket was featured on our Web Special section on our website

which is

our version of a closeout section. We disclose in the Web Special

section, in

red, that “Web Specials are currently only available for purchase in the

United

States”. We also looked into the comment of "deal with it". While we have not been able to confirm this comment was made, we can assure you that this type of response is not acceptable or part of our service model. We have high standards for our customer service team and expect each of them to service the customers to the best of their abilities.

Consumer

Response:

I am rejecting this response because:The issue is still not addressed; just excuses in the reply.

Review: Purhased a pair of 511 boots; sent in photos of sole detached from cushion layer. Company refused to refund or replace boot (Made in China; sold in U.S. Dollar price but manufactured with sweat shop rate)AMERICA take back your country; Buy American.!!! rom: [redacted]To: [redacted]Subject: RE: sole separating from bottom of boot.Date: Fri, 22 Aug 2014 16:58:15 +0000Hi [redacted], Thank you for your photos. We offer a lifetime warranty against manufacture defects on most of our products which will exclude wear and tear. Typically a pair of boots will last about a year on average after that the support cushioning starts to break down and the boots should be replaced. Some people are able to get longer use, others shorter, all based on usage and conditions. The pictures that you provided of the issue is typical of boots that have been worn past their prime and would not be covered under warranty. I apologize for any inconveniences this may have caused and please accept this 20% discount code ([redacted]) to use on your next 5.11 purchase. Please let me know if have any other questions or concerns. Sincerely, [redacted]Customer Service Representative[redacted]Desired Settlement: Initially I wanted the company to replace my boot or repair the liner but I soon realized that 511 is from China so they cannot repair it if they wanted to. After they sent me refusal to replace; I decided to settle for my money and purchase another boot; American made.

Business

Response:

5.11, Inc.

("5.11") warrants each product sold by 5.11 or its authorized dealers

to be free of defects in materials or workmanship for as long as you own the

Product. Exclusions from this warranty include damage resulting from extended

wear and tear. The customer stated he purchased the boots in the summer of 2012 and provided photos. In one of the images provided the sole tread was worn almost all

the way down in some areas which is a good indicator that the boots have seen extended

wear and tear. The other images provided confirmed this as well. As a courtesy we offered

the customer a 20% discount on another pair of boots. We are still happy to

extend this offer to the customer.

Consumer

Response:

I am rejecting this response because: My issue is not about the sole being worn. It's about the sole liner or thin outer layer SEPARATED; now if that's not a manufacture's defect, what is? Besides the soles does not show any smooth spot where the "STIPES" or grooves would have disappeared. "Guess it's what we should expect from products made in China"

Business

Response:

Unfortunately, there is no indication that the detached sole was from a manufaturer defect. If the sole had detached shortly after purchase and we were notified right away we would have gladly replace the boots. However, the boots were purchased over 2 years ago, the pictures submitted show significant evidence of wear and tear and we were just recently notififed of this. We cannot offer a full refund at this time. We are more than happy to offer a 20% discount on the next purchase.

Review: I placed an order on December 5, 2013 online at 5:45:05PM PST, Order Number [redacted]. The total for this order was $121.05 and it posted to be credit card statement accordingly. However, I was charged a subsequent amount of $0.01 shown as a second line item on my credit card. In response to this, I sent an email to [email protected] on 12/5/2013 @ 5:45PM. The email is as follows:Dear Customer Service,This is a billing inquiry in regards to order #[redacted] placed on December 5, 2013 @ 17:45:05 PST. The total for this order is $121.05 USD as charged properly to my credit card ending in [redacted]. However, a subsequent charged was billed to my card with the same billing date for $0.01. First, I am concerned this may be a targeted attempt of "phishing" and second, I am requesting this the amount of $0.01 be refunded to my credit card.The automated response from 5.11 was:Dear K[redacted] V**,Thank you for submitting your inquiry. It has been forwarded to the appropriate department and you will be contacted in a timely manner.I never received a response. My primary concern in all of this is that my personal information including, but not limited to, credit card information is being protected especially in light of recent developments in the retail sector where consumer's credit card information has been stolen. Overall, the lack of a response from customer service does not restore much confidence as a consumer.Desired Settlement: I would like an acknowledgment from 5.11 Tactical that my personal information, including but not limited to my credit card information has not been accessed without authorization and that measures are being taken place to properly store such information. In addition, I would like an explanation of why my credit card was over-charged $0.01 and subsequently, I would like the $0.01 re-credited to my account.

Business

Response:

Our

system pre-authorizes the customer’s credit card for the estimated total amount

of the order. If the order total is more than the pre-authorization the system

has to run a separate charge for the difference. The discrepancy is almost

always due to the sales tax estimate being inaccurate. That is the case with

this situation. We pre-authorized the card for $121.05; $112.48 for the product

and $8.57 for sales tax. The sales tax, once calculated and invoiced, was

actually $8.58; $0.01 difference. The system went out and charged the additional $0.01.

Unfortunately, after researching, we found that this customer’s feedback was not responded to, and we apologize for this happened as this is not the normal course of action. Our policy is to respond to every single customer feedback that comes to us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,