5.11 US Reviews 

First, I have worn 5.11 gear for years, it's well made, and looks great. Recently I placed an order, and when I got it, it contained the incorrect item. I reached out and they made it right. No issues, no arguments, just made it right. That is customer service, and is why I will continue to be a loyal supporter of 5.11.

I ordered a hat, and got an email that it was out for delivery, It was never delivered. I sent two emails to customer service, which were ignored. I called Customer Service, and I was told UPS had attempted to deliver and it was at a pickup center. There was no explanation as to why my emails were ignored. I asked to pick it up at a store and was told that was not possible. I ended up having to cancel the order since the pickup center is out of the way. The rep's attitude was borderline flippant. I'll buy my gear somewhere else. If someone does not appreciate your business, don't go back to that store.

I recently had the opportunity to work with Janelle Gomez and her team at 5.11 Tactical, and I wanted to recognize the outstanding customer service they provided.
While I encountered an issue with an order, Janelle and her team took ownership of the situation immediately, communicated clearly throughout the process, and worked diligently to reach a resolution. What stood out most was the level of personal attention and follow-through they demonstrated from start to finish.
In a time when many companies rely heavily on automated responses and impersonal customer service, it was refreshing to work with real people who genuinely cared about helping a customer and ensuring a positive outcome.
Beyond producing high-quality products, 5.11 Tactical demonstrated that excellent customer service is still a priority. Janelle's professionalism, responsiveness, and commitment to customer satisfaction turned what could have been a frustrating experience into a positive one.
Thank you to Janelle, Stephanie, and the entire team for their efforts. Experiences like this are what build long-term customer loyalty and confidence in a brand.
Kudos to Janelle and to all the 5.11 family!

I started my career in law enforcement in February 2006 when purchased my 5.11 trouser belt. Today, after more than 20 years of daily use, it finally broke. While most products would have been replaced many times over during that period, this belt remained a dependable part of my everyday gear throughout my law enforcement career.

It was worn virtually every day, both on duty and off duty, and endured countless hours of use in all types of conditions. The fact that it lasted for two decades is a remarkable testament to the craftsmanship, materials, and standards that went into making it.

In a world where many products are designed to be replaced frequently, I felt it was important to let you know that this belt exceeded every expectation I could have had when I purchased it. Twenty years of reliable service is something worth recognizing.

Thank you for producing equipment that professionals can trust. I have always appreciated your commitment to quality, and this experience has only reinforced that respect.

Had to place an order to show the new pants to a few departments in my area and Jax was very professional with helping me put this together in a timely manner.
Solid pricing and great customer service.

I've been using the VTAC rifle mag pouches daily for close to 13 years and only noticed wear holes on the underside when I flipped my carrier over to make some adjustments. I'll definitely be replacing them with some more 5.11, there's no alternative for the quality, retention and pricetag!

Emailed - no response
I bought a pair of collation jeans from the Vegas store and while the staff were helpful, sadly the customer service from 5.11 about a sizing issue were not

I go to the 5.11 at 15693 San Pedro Avenue. They are pricey but my husband loves the 511 Cargo pants and tonight I purchased a Fatigue Army Green T-Shirt, ICON Cargo Pants, and a Black pull-over. The clothes are durable and lasts for YEARS so worth the price.

Thank you to Stephanie! She directs me to the right clothes, and they are a winner every time! She is professional, friendly and knowledgeable!

Today I visited the Boise 511 location and was assisted by the store manager Melissa. I have used a 511 backpacks for my work for years. My most recent backpack had a zipper issue and I thought I would need to purchase a new one. However, Melissa explained that I was within the warranty period and I was able to swap out my defective pack with a new one. She was very pleasant and the store was very neat and organized. I was very impressed with Melissa and I have always been impressed with 511 products, stores, and personnel. I will be back for sure.

Thank you, Erik.

I had a great experience with Richard G. He was extremely helpful, patient, and professional while assisting me with my order issue. He took the time to review everything thoroughly, answered all my questions, and made me feel confident that my case was being handled properly.
It’s rare to come across support agents who are this attentive and kind — Richard really went above and beyond. I truly appreciate his help.

I had several issues that was not created by 511 tactical we had an address change we had a refund come up a different things that changed immediately because of life situations out of our control medical issues actually this company stood by us reroute a packages sent a refund I just want to give five star I wish I could give a 10 star review to the way their customer service handled this situation again thank you very much during this rough time for us to make that little thing very very helpful in our life

I had ordered some boots and some other items and my order was not delivered to my house. It was Delivered to the wrong address by UPS. I called customer service, and a representative named Yaneli Perez quickly found a solution and resolved it.” She’s was amazing attended to my issue resolved it. She went above, and beyond she has great customer service. She Seems like a very nice individual. I truly appreciate her time and effort.” “I’m very thankful for her assistance and expertise.”

First the advertised prices online were false. Discounted products online should change proces when I went to check out specificly the skyweight chest pack. I brought this to the attention of the company and they did not honor the price but offered free shipping. Which eqated to nothing. Then when I had ordered three products from the company they shipped two and and canceled my third. Just sent a message canceling part of the order and again offering me discounted shipping. So not only did they take it on to themselves to offer false prices the also canceled part of my order that was required for the three piece set and offered nothing but returned money in about a week. Terrible company do not do business with them!

I've read these reviews. I have no opinion if they're justified. However, none of these order issues have I ever experienced. I have been a 5.11 customer for at least 20 years. It was Monday, November 24, 2025. I simply penned an email to customer service about a weak point developing on one of my boots at a stitch. Never requested a replacement. Mind you, I have about 6 pairs in various states' of wear, used around my ranch, on the job as a First Responder, year over year on the Protective Service...never a problem. My sons, my wife, all the same, outstanding quality. Shortly after sending it I received a response furst from an automated system, but then from an actual Agent, "Lynn" She was genuinely empathetic and requested a photo of the defect and a photo of the tongue tag, the only defect I'd mentioned. I obliged. After viewing the tag from inside the tongue and the defect, the next email (these emails all taking place within one-hour) Lynn asked about size, style and verified color. She then wanted ny address and said, let me send you a replacement pair, no cost. I hadn't expected that. Later that day, I received notification from UPS that the label was created (UPS MY CHOICE subscriber) and the following morning they were on the way to me. They will arrive Monday, 1 December 25. Could anyone ask for better service? Can anyone expect more? Empathy and action. I commend 5.11 and especially Lynn for her deduction and integrity. I figure as well, if I've had 6,7, or even 8 pairs over the past two decades and never once had any issues, that also tells me about quality. Long before they wear out, I purchase new boots. I always keep a pair back for occasions, usually funerals where class A uniform is required, as they will always polish to a mirror finish. Collectively, pants, carriers, almost, boots, belts, ALL 5.11. Always rugged, always durable and always reliable, no matter the conditions we face. We are forever loyal to the brand who has forever been loyal to us. -A.J. Encino, TX .

Twice I tried to get a gift card for my daughter-in-law for her birthday because we were/R here with her and for Thanksgiving and they are hosting. We live completely across the country like Alaska. They came down to RIP address is just too far away and doesn’t match up so I couldn’t buy their online gift card! Well, they’re not getting my money! And her birthday is coming gone and it’s not going to them. It’s going to somebody else! Ridiculous we are part of the United States…

5.11 used to be great, but the quality has really dropped over the years.
Thinner materials, weaker stitching, and higher prices.
I switched to DIG tactical, and I’m much happier with their products.

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...