5.11 — Local services in Fairfield

So I came to the Fairfield location for their grand opening. Of course It was a mad house that morning when it first opened so I left and came back about 30-45 minutes before closing. I purchased several hundred dollars in items and got the goodie bag that came with the purchase over $200+ as well as the 20% all items. I wasn’t sure if I wanted the apex or the ridge and the employee said, if I don’t like either or, I can come back and exchange them at a different time since the fitting rooms were occupied and they were close to closing. I was happy with my purchase so when I got home I tried them on and figured the apex looked to baggy on me so I wanted to exchange them for the ridge. I called the store to confirm if they had the size and color I wanted and they put me on hold and I waited 5 minutes so I hung up and decided to just go into the store instead. I get to the store, the lady said to pick out the one I wanted and she can do the exchange. She seemed a bit nervous while doing the transaction as im sure its her first day on the job that’s fine. But the gentleman who I would think is the manager told me that since its for a different product (literally the same design and price with a different name only one is straight leg and one is slim fit) that they cannot exchange it because I purchased it at the 20% discount, so I would have to pay the difference of close to $20, I asked him if he can make an exception given that I was told different. He said in a rude way, No because if he made an exception to everyone, they’d be out of business. I simply said ok that’s fine, took my stuff and walked out. I will be coming in on another day to return my entire purchase and will not support this store who’s employees are rude. I get it, my fault for not trying on before buying but if another employee told me one thing I took their...

I have always liked 5.11 and look forward to their sales and promotions. I was ecstatic when one opened up in my area. Naturally, I was looking forward to their grand opening event. Unfortunately I left with the feeling that I was scammed and I just can't shake it.

They promoted that everything in the store was 20% off and that you get a free tote if your purchase is over $200.

I stood in the check out line for over a half hour and calculated my items carefully. I even asked staff if the $200 had to be before or after the 20% and if tax affected it as well as the 50 dollar gift card that I received before entering. They assured me that it has to be $200 after the 20% discount.

They asked me if I had a gift card and i told them i received 50 bucks and showed them my card. My purchase would have been 212 but when they rang me up it reflected 180. I asked if they took the 50 bucks off and added tax since it isn't 212 and they said yes. I paid but didn't receive my bag.

When I asked about the bag they said I didn't spend 200. I told them it was 212 then they took 50 off but they said the 50 bucks is evenly distributed as a discount to each item and isn't taken off like a gift card. Since they calculate it this way, the sub total is not 212. He had no explanation as to why staff misinformed me. I told him that all I wanted was the pair of pants but he advised me if I returned it all, then I would lose most of the 50 bucks since it is distributed amongst each item.

So there I was... tricked into spending more than I would have and no tote to show for it.

Prime example of how one bad experience can ruin an entire brand for...

Went to the 5.11 store today in Fairfield, CA right before closing because I had just finished my shift and had an issue with my work pants. I am not the kind of person who would do this normally but my EMS pants I wore today were completely unusable for my shift tomorrow. I went into the store at only a few mins before closing and was immediately greeted with Maddie. I explained the issue and that I was sorry for coming in so late but I had to work tomorrow and didn’t know how else to get new pants before then. She kindly took me to the EMS pants and helped me locate the ones I need. Despite being so close to closing she was kind and attentive to what I needed and any questions I had. She even allowed me time to try them on and make sure they were the ones I wanted! When it came to checking out, Maddie and her colleague Justin were both awesome and made me feel like I wasn’t being a bother at all, even though I was the reason they were staying late. I’m thankful that they were there on the day I was having an issue. Thank you Maddie and Justin for your kindness, I will bring you some goodies and a patch from work when I get a chance! :) have a good night and stay safe! - from a paramedic who won’t have to show up to work pant-less...