5.11 Tactical

In my experience, 5.11 makes excellent products, but that is where the praise ends. This company has some of the absolute worst customer service I have ever exerienced. Between my wife and myself, we have spent hundreds upon hundreds of dollars each year for the past 4 years on clothing, bags, pouches, etc. In 2017 I ordered a Rush 24 bag that was supposedly in stock that I did not receive for two months. After multiple customer service calls, no one could tell me when I should expect it, so I ended up just canceling it. Customer service refused to even attempt to make it right. Fast forward to 2018: My wife ordered several hundred dollars in clothes from 5.11. Her card was charged, but she never received an order confirmation. After a month passed, she still had not received an order confirmation or shipping confirmation... after calling customer service, it turns out there was an error in the system. Fast forward to early 2019: One of the pairs of my wife's Defender Flex jeans that she had for only a month started to develop a hole in the crotch. She calls 5.11 customer service who ask her to send the pants back to them to inspect. She sends the pants to them, and a month passes with no word from 5.11. After calling customer service 4 times, they finally said they would replace the pants. 3 months... yes THREE MONTHS passed and we still never received the pants. After another call to customer service, we were informed the pants had shipped. When the package arrives, we open it to find two men's polos. We called customer service, and they inform us that they will not send the pants (which we had already paid for long ago) until they get the two shirts back that 5.11 sent by mistake. Now fast forward to this week: I ordered a tactical gearset to go on my incredibly overpriced 5.11 AMP backpack that I ordered this year. I am still awaiting the order as it is in the hands of the carrier, but the product just went on sale. I called to ask if 5.11 would honor the sale price since I still have not received the item. The customer service rep, Mya, hem-hawed around about whether they would, then places me on hold to talk with her supervisor. She then tells me that the only way they can honor the price is to have me reorder the product, then send the first order back to them for a refund after I receive it. This is absolutely, hands down, the most backwards company that I have ever dealt with. Frankly, it is just a shame considering that I like their products so much. The bottom line is, I have given them chance after chance to provide me with decent service, and I can guarantee that I will never order another item from them. Order at your own risk.