5.11 — Local services in Saugus

I purchased a small molle medical bag from 5.11 Tactical several years ago and i decided to get a second one I came right back. When i received my order I was sent the wrong item, annoying, but i figured an exchange should not be a big deal. I requested an exchange for the correct item and in the notes portion of the retrn/exchange form I wrote that I wanted an exchange for the correct product. I then followed up with a call to customer service, who stated that I would receive the correct item when they received the return. 3 weeks later and I had not received an update. I emailed customer service and was told that they had made a mistake and processed my exchange as a refund, which incidentally they have yet to refund me. This is a shame as I like 5.11 Tactical products, but when you are on the receiving end of poor customer support, I will look at other companies that sell...

I called this store to inquire about black tactical pants—specifically, a bootcut style with a spacious fit for my husband. I was upfront about not being familiar with your product range and was simply looking for guidance. Instead, I was met with a rude, dismissive, and frankly unprofessional attitude. The person who answered the phone responded with a snarky remark along the lines of, “We have nine different black tactical pants,” which did absolutely nothing to help clarify my question.

To make matters worse, I couldn’t help but feel that there was a sexist undertone to the way I was being spoken to. My husband and I have both been in your store before, and it’s disappointing that as a returning customer, I was treated with such condescension and disregard. This kind of customer service is unacceptable, and it’s a clear reason why people choose to take their...

Got a pair of shoes here. They fit poorly and I noticed this later while wearing them in my apartment- I went to return them the next day. Tbh when i picked them up the underpart of the sole was a bit dirty but as is expected when people try on shoes and whatnot. I went to return them the next morning and the manager told me I was lying about not wearing them outdoors and was acting as if she was doing me a favor giving me store credit. I pride myself on integrity and she was straight up rude and disrespectful. On top of that they have ZERO veteran discount which I would say is unacceptable given they benefit from military design and culture. Am I the only one that finds them not having a Veteran discount mindblowing? Well, now I have store credit to a store I never intend to visit- maybe I'll give it to someone as a...