5.11 By Karl Malone — Local services in Ruston

Purchased CAMS luggage in those store: floor display, minor scuffs not a problem but point is not a new product,

Next day called 5.11 central because online had 15% discount w/ free shipping on a brand new bag…which was about 50.00 cheaper than the clearly not new floor display i purchased. Was told to return item to the store where i purchased and ordered the 50.00 cheaper brand new item online.

Tried to return at store less than 48 hours after purchase with receipt. Store refused return citing its store policy, can only return for store credit IN THAT STORE. They state this is posted on the register. There is an 8x11 piece if paper taped to the back of the monitor which does not specify this “return policy”

I spoke to Stephanie the store manager (of 5 years she made sure to emphasize) explained that this return policy (lack thereof) was not made clear, i am not from this area, here temporarily on work assignment, and was simply following instructions of 5.11 central. Stephanie stated that this store is not owned by 5.11, it’s privately owned by Karl Malone…and she stated to me “5.11 doesn’t tell us what to do”

I spoke very calmly during the discussion, suggesting what I felt like was a reasonable solution, Stephanie said “this has been our store policy and all the other stores around here do the same thing, we’re not doing anything different than all the other stores”

I responded “you feel comfortable with that as your answer, that everyone else is doing it so its ok?”

Stephanie then raised her voice and shrilly yelled “are you threatening me??” And i calmly said no…what part of that could possibly be perceived as a threat? I’m simply asking if you (as the manager) feel comfortable that this is how your store treats a customer. She continued in a loud voice accusing me of arguing. I asked her why she felt that i was arguing when she is raising her voice, yelling at me, and I'm speaking slowly and calmly having a discourse trying to arrive at a reasonable solution.

I felt really badly for the poor cashier…she was extremely embarrassed by the behavior of her manager (of 5 years …emphasized numerous times for some reason)

Summary: This store is a privately owned facade, terrible customer service, shameful representation of the 5.11 brand. Im a business owner and healthcare professional. Among first responder services. I have never been treated with such disrespect and chagrin. Very disappointing experience here that wont be repeated. Im not certain i will support 5.11 any longer if they allow their honorable venture to be so grossly...

On vacation in Ruston, Louisiana for 5 days. Two and a half days have passed. Desperately in need of good coffee. Googled coffee near my hotel. Black Rifle Coffee Company appeared. They cater to military veterans and first responders. I'm a veteran, so this was the place to visit. As you pull up the driveway, you'll see Old Glory standing tall and proud. There is a nice covered patio for you sit outside, if you like. The building is beautifully designed. It is coupled with 5.11 tactical by Karl Malone. When you walk inside, team members greet you like you are family. The interior design makes you feel like you are on vacation, in a cabin, in the mountains of Colorado. The sitting area in front of the fireplace is my favorite. Sara helped me make my coffee selection. I selected the Feature brand. It is delicious. Ms. Chris introduced herself. Made me feel at home. She knows coffee. Just ask her. Had the pleasure to meet Hunter, also. To help you feel relaxed while sippin' your coffee, you'll softly hear country music playing from the speakers. I don't want to leave and you won't either. Stop in and enjoy it for yourself or use the drive-thru. Whenever I am in Ruston, this will be my...

They say there here to help military and first responders tried buying my son boots he’s in the national guard got wrong size said bring them back they would exchange them charged me again for the boots they ordered to exchange can’t get a refund for a pair of boots they charged me twice for only can use store credit now if your a first responder or military do not shop here still fighting to try and get credit back for boots that I paid twice for only store credit allowed and only store manager can give credit to but are out of town so stuck until she gets back terrible way to serve military and first responders just want them to make it right if they do I will let ya know and take down post there so wrong probably won’t even reply...