Infinite Construction Group

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that while the business did not meet 100% of my desired outcome this resolution is satisfactory to me.

I am rejecting this response because:I have not received any of my order that was placed almost 4 weeks ago. Now they say they are sending one pair of pants, which is only half of my order?? I will not be accepting satisfaction until I receive my entire order. No customer should have to wait over a month for their order...... and no telling how much longer to get my 2nd pair!!By the way, my number is [redacted]

We apologize for the delay you have experienced in receiving your 5.11 order in a timely manner. 5.11 recently implemented a new warehouse software system, and in the process, we encountered technical integration issues that have since been resolved. Our team is working diligently to clear the current order backlog, by increasing our shipping capacity to three shifts per day, six days a week, at our primary warehouse. We are committed to getting your order delivered in time for Christmas. Once again, I apologize for any difficulties this shipping delay may have caused you. Please know that we are doing everything in our power to ship your order as soon as possible.

Revdex.com:
I was contacted and they were really nice and quickly corrected the problem.

On 10/15/16 we received an order, via email, from Ms. [redacted] (attached). The order asks for style [redacted], states the description of the product as Pinnacle Polo, and also includes the link to our site for the Pinnacle Polo. Email communication was sent to Ms. [redacted] requesting credit card information so...

the order could be processed. We received this information on 11/30/16. The order was processed on that same day. Customization was completed on 12/21/16 and the order was shipped 12/23/16, after a final quality check. We would normally process orders within 15 days, however, we were running a week late due to holiday order volume. On 1/30/17 we received an email from Ms. [redacted] asking why we sent her 71057 Pinnacle Polo when we know she always orders the 100% cotton polo shirt. The CSR explained that we processed the order correctly per the request. Unhappy with this response, Ms. [redacted] was escalated to our Customer Service Supervisor, who spoke with Ms. [redacted] twice explaining that we are not able to provide credit since the order was fulfilled correctly. We offered a discount on the replacement order. Ms. [redacted] was not willing to accept our offer. On 3/8/17 we were notified by Ms. [redacted] that she was billed sales tax on several orders. These orders were placed on our website and with other Customer Service Agents in our Custom Shop. To our knowledge, we were not informed of the tax exempt status when these orders were placed. Unfortunately, it took longer than we would like to locate all of the orders tax was billed on. Credit for sales tax was issued 4/5/17.

5.11 recently implemented a new warehouse software system, and in the process, we encountered technical integration issues that have since been resolved. The issues related to the implementation caused delays in shipping. These same issues have resulted in our Customer Service team not having the...

ability to stop or cancel an order that has already been released to the warehouse. A full order refund was issued through [redacted] on 12/11/2017. You should have visibility to the refund in your account now. A reroute of your package has been requested through [redacted]. Should the reroute be unsuccessful and the package delivers, please keep it with our sincere apologies for your frustration and inconvenience.

After further research, we found the request for the return label.  It has been generated and sent to the customer from our Customer Service Team Lead.  We apologize for this inconvenience.

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

Credit Memo # [redacted] in the amount of $1.25 has been generated to correct this discrepancy. This credit will appear on your account in 3-5 business days. Thank you for bringing this to our attention. The issue has been resolved.

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

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

I am rejecting this response because: They have been saying this for over a month and a half. They need to step up their game and either produce a tracking number now or my money.

We apologize for the delay you have experienced in receiving your 5.11 order in a timely manner. 5.11 recently implemented a new warehouse software system, and in the process, we encountered technical integration issues that have since been resolved. Our team is working diligently to clear the...

current order backlog, by increasing our shipping capacity to three shifts per day, six days a week, at our primary warehouse. We are committed to getting your order delivered in time for Christmas. Once again, I apologize for any difficulties this shipping delay may have caused you. Please know that we are doing everything in our power to ship your order as soon as possible.

Our Customer Service Manager called the customer and left him a message.  We have placed this order on an escalated list which is sent to the warehouse. We were able to ship one of two pairs of pants [redacted] ETA 3/7, however, the other pair is not in stock.  The...

customer service manager is going to call the customer again and see if they can find another style to fit his needs.

Consumer states that he would like to withdraw his complaint as the business has settled with him.

We truly apologize for the delay you have experienced in receiving your 5.11 order in a timely manner. It is very unfortunate, but true; 5.11 recently implemented a new warehouse software system, and in the process, we encountered technical integration issues. We are trying very hard to clear the current order backlog created by this implementation.  Once again, I apologize for any difficulties this shipping delay may have caused you. Please know that we are doing everything in our power to ship your order as soon as possible.

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 match. I realized that we have failed this customer and will make it right.

A refund in the amount of $31.26 was posted back to the customer’s credit card on 1/11/18. This was processed through returns on 1/5/18.  We apologize for the delay.