5.11 US Reviews 

I've bought several products in store and have been satisfied with the quality. Needless to say I like 5.11 products. But their online ordering was not the best. I ordered a sling bag on sale and their website said it ships 3-5 business days. After 4 days, I received an email saying they're processing my order but there is a delay due to high demand.
I wait a week to email them since the order status did not update.

Their email response was this:

Dear Customer,



I wanted to inform you that your order was canceled due to a backorder. If you have any further questions or need assistance, please feel free to reach out.



Best regards,

Agent


So, when was I going to be notified my order was canceled if I didn't follow up? That message just seemed like they lack an understanding to providing a good response to customers. I think a response of, we're sorry for the lack of notice would have been appreciated. Was it even a person on the other end or was it some AI? It seemed like the response lacked emotions.

Customer service was disappointing. Online ordering was disappointing.

I ordered a personalized item and paid 20.00 extra to have it shipped overnight. It arrived weeks later and the spelling was incorrect. Ordered May 31st, arrived June 13th. I’ve been waiting for a response or refund for a week now. Contacted my bank. Worse customer service.

5.11 makes great clothing and gear, in my opinion. I own pants, shorts, shirts, a backpack, and a range bag from 5.11.

In general, their gear is thoughtfully designed and very well made. As one of the few guys I know that has done more than a little sewing in my life, I pay attention to the construction details that others might miss. 5.11 gets it right. It's impressive, actually.

Customer service could use some improvement, and it appears from the comments that they're working on it. I recently had to contact CS for a new pack that I thought was defective - a zipper sewn in backwards - and the CS rep was pleasant and helpful. But he didn't know that particular product, so arranged a return when it wasn't really necessary.

I received the replacement pack and discovered it had the same "defect" and contacted CS to let them know. This time the rep knew this product, and informed me why the zipper was installed this way. Turned out to be a feature, not a bug. Go figure.

I then started using the pack, and am more pleased with it than I expected to be. It was on sale, and a true bargain if you're looking for a substantial day pack (Skyweight 24L).

Like a number of higher end clothing and gear makers, 5.11 is pricey. That's why I buy their goods mostly on sale. Fortunately sales are frequent.

But if I truly need something they sell, even when it's not on sale, I'll still buy it at retail, because it's so well designed and made.

If I could, I'd give them 4.5 stars. CS needs some work, but they seem to be getting there. I really appreciate being able to speak with a CS rep that speaks English clearly. That is worth something these days.

Horrific customer service after shipping error.

Great pants and belts, but they sent me something I didn't order and didn't send me the merchandise I did order and they've been absolutely unhelpful and unresponsive to numerous email requests over two weeks trying to fix their error.

Doesn't matter how good your merchandise is if you screw your customers...

The company is based in California, and had the nerve to tell me the toxic chemical in their jeans means they can't ship to me in California. I live in California. The warehouse they ship from is in California. The chemical is either made here and put into the jeans here, or somehow shipped to them inside of the jeans,but they can't ship them to me. Additionally I've had to order a few pairs because the jeans tear after a couple months of wear. Terrible company, website has poor maneuverability

I placed an order and noticed a delay in shipping. I contacted customer service numerous times and was told the same thing each time: that the order could not be canceled and that it was shipping that day. Five days later, it's still not shipped. I do not recommend ever placing an order through their website.

The products are fine. Dealing with customer service is not fine. I get the feeling they would rather lose customers than a single penny. If you’re going to have their products shipped, use Amazon. It’s cheaper or even free. Ordering directly from the site can be costly and inefficient.

Lousy customer return policy. We are supposed to pay 10.00 each time we want to make a return!! Ridiculous and get with it and learn from Amazon.

Horrible customer service! I really like their products but they always send me the wrong products and their returns take forever!!! The worst I’ve ever experienced from any company I’ve bought from.

Took forever to ship and item did not fit. Was returned immediately and they acknowledged receipt of item; however, after multiple promises to refund which surpassed their deadline I had to file a dispute with PayPal. So glad I used them for payment. The last gentleman I talked to at 5.11 said I was the 3rd or 4th person that day who has the same refund issue with their company. Wondering if the company is having financial issues. Won’t order from them again. Not a pleasant experience.

Got a 24L Rush 2.0 Rucksack. Absolutely brilliant, rugged, well build, great shoulder straps, easy to adjust, comfortable, it has so many little spaces, pockets and places to store and put stuff, really worth the price, by a country mile, the best product to buy if your looking for a bag to travel with or a day in the mountains.

Where is the negative star option, what a shit show. Waited over 1 month to have two pants that were in stock to be shipped.

Received pants in different shipments, and of course they sent the wrong item.

Reached out to their copy paste customer support to be told to print a return label, and once received they will then be able to ship the correct pants with a wait time of 4-5 weeks...

Absolutely not, they can send the correct item immediately and send me a return label in the meantime.

Making me wait 4-5 weeks after already waiting 1 month to correct THEIR mistake.

What a horrible experience over two pants lol. They obviously are running this operation completely in the dark with employees that must only work 1 hour shifts.

Will never give them my business again in person and especially online.

Best of luck to anyone that has to deal with this shit company

Follow up on my previous review. The company has sent a replacement for one pair of pants and refunded the price for the other pair. The product is great looking and good quality. They need to keep their customers better informed about the status of their returns. I will definitely look at buying more from them in the future

GREETINGS,
PLEASE EXCUSE THE LATENESS OF THIS REVIEW... LIMITED ACCESS TO THE INTERNET AND A PERSONAL BATTLE WITH MY CURRENT EPISODE OF GOUT, HAS PREVENTED MYSELF FROM POSTING A TIMELY REVIEW... THANK YOU FOR YOUR UNDERSTANDING, AS WELL AS, FOR YOUR AUDIENCE!
RECENTLY, I HAD BOUGHT A NEW PAIR OF BOOTS FROM THIS COMPANY, TO REPLACE THE OLD ONES, WHICH HAD SEEN BETTER DAYS... GIVEN THE PRECEDENCE OF QUALITY ISSUES, THAT PLAGUED AND DEPRECIATED THE FIRST ONE... FOR INSTANCE, A PARTIAL CUT ON ONE OF THE BOOT LACES... LUCKILY AND SURPRISINGLY, THAT UNFORTUNATE OVERSIGHT, WAS ABLE TO WITHSTAND TO THE LONGEVITY OF WEAR-AND-TEAR!
HOWEVER, WHAT WAS EVIDENTLY UNACCEPTABLE IN BOTH CASES AND FAR BETWEEN THE DESCRIBED "SPECIFICATIONS" OF THE PRODUCT, WAS THE MOISTURE ISSUES OF THE RIGHT BOOT! SINCE THE FIRST FEW DAYS OF WEARING THOSE BLOODY THINGS TO WORK, AT A BOTTLING COMPANY... ANY FOREIGN LIQUID, WHETHER PRODUCT OR WASTE WATER, WILL SEEP THROUGH THE CRAPPY ASS SEAMS AND POOR SEALS OF THE RIGHT BOOT!
LIKE SERIOUSLY, "FOR A $170 US DOLLARS PAIR OF BOOTS, WITH ALL THESE PROPOSED SPECS, FIELD QUALIFICATIONS, AND THIS, THIS IS THE QUALITY ON HOW THE PRODUCT IS MANUFACTURED - IN THIS US...!?" WHAT A FUDGING JOKE FOR THIS COMPANY..., TO BE MANUFACTURING TACTICAL GEAR FOR THE CIVILIAN MARKET!!! QUITE HONESTLY, THIS COMPANY NEEDS TO RE-EVALUATE THEIR WORKFORCE OF PRIVILEGED US MILLENNIALS, MANUFACTURING PRACTICES, AND FIRE THAT BULLCRAP QUALITY ASSURANCE PERSONNEL, INSPECTING THE RIGHT BOOT (LEFT BOOT QA IS DOING AN OKAY JOB, SO TAKE SOME NOTES, YOU DUMBASS RIGHT BOOT QA)! [SINGS] "MY LEFT FOOT"
PATHETICALLY, EVEN A SIMPLE SQUEEGEEING OF THAT DISGUSTING WASTE WATER, WILL LEAVE MY RIGHT FOOT AND SOCKS WET... FOR A HARDWORKING, LOW-INCOME AND AVERAGE FAT JOE, WHOSE RECOVERING FROM GOUT..., THIS IS INEXCUSABLY, AN EXPENSIVE COMPLETE AND UTTER WASTE OF MONEY, TIME, AND A MOUTHY REVIEW!!!
THEREFORE, FUDGE ON WHATEVER FAKE ASS "TACTICAL" FOOTWEAR..., THIS US COMPANY IS PROMISING "YOU (SUCKS, IF YOU ALSO SUFFERED FROM GOUT)," FOR "YOUR" HARD-EARNED MONEY...! BETTER JUST TO SAVE UP THAT DOUGH, AGAIN, AND BUY SOME "DOC MARTEN'S!" [CLOSED CAPTIONING] "MAKE-AMERICA-A-GUUD-PAIR-OF-AFFORDABLE-BOOTS-AGAIN!" "I AM, 'UNCLE BOB' OR 'BOB'S YOUR UNCLE' AND I WANT TO REPRESENT "YOU." - BOB'S YOUR UNCLE 2024

I was lured in with a site wide promotion of sale items. I needed a bag and found a great duffle to use on a deployment. I added some shoes, boots, and accessories and was given a free apron and free shipping. Part of my order showed up, then another part a few days later. Then there was nothing, and no communication. I had to reach out to customer service about the bag, just to be told that they sold more than they had in stock, that was it. Another week goes by and I again had to be the one to make communication about the apron. Tough luck on that too. So BEWARE of 5.11 sales and promotions. Be careful if you need what you are ordering. You may never get it, or any notification there of. You won't figure this out until sales are over and you're left back where you started, except with secondary items you wouldn't have otherwise bought

If I could give zero stars I would. Ordered work boots for my husband waited two weeks and I decided to reach out and a chat assist named Stephanie said they were out of stock. No contact. No follow up email. NOTHING! I will NEVER order from this company again

Wont show reviews less than 4 Stars i think. Wonder why all the items are all really good rated? Maybe think again, if they block all negative feedback. Screw that.

Do NOT order from these Communist clowns! Over priced and they don't delivered as promised! Should have known better than to order anything from Commifornia. Fu*k 5.11!!

Quality has gone downhill!!!!And they don't stand by their warranty because they know they would then be constantly replacing these poorly made pants. Never again will I buy this garbage product

Have been a customer for 15 years. Last few years I haven’t been able to get 2XL Tall Professional Polo short sleave in white and several other colors. Have tried many times— no joy. Getting frustrated with your company. Excellent shirts when i.can get them.