5.11 — Local services in Tucson

I went into do an exchange for a belt that was too big from an online store purchase. They didn’t have my size (their female section is almost non-existent) so I completed a return. They kept the item and “returned it”. However instead of returning the item they charged me for a new item. I didn’t notice until I arrived home that the receipt showed me purchasing something new (not even the belt). So I was charged for a new item, didn’t receive a refund for the item I returned and am now out double the money and have literally nothing to show for it. I called hoping they could make it right. The main office was unable to process the return and said to call the tucson office where this occurred. I called the tucson office and was given a run around and told I needed to come in or call the main office again. What? I need to do all of this because of a mistake they made? This is crazy! I called back the main office who was just as surprised as I was, especially when I had been dealing with the manager. I will never return to this store. I don’t typically write reviews, but this situation was so bad, the worst customer service I have ever received. I called the main number again, was transferred to the finance office who took down my information and accepted all proof of purchase and is working with me, so the situation remains pending, but in terms of the local store,...

I will no longer due business with 5.11 and will encourage other agencies and friends to discontinue their business with 5.11 as well. I went in today to purchase even more clothing and equipment only to find that masks were now required in the store. There is NO mask mandate in effect, yet 5.11 thinks it knows what’s best for me? Masks should be a choice, especially when there is no unconstitutional mandate in place. Ive spent a lot of money with 5.11….a lot….and I know many others who equip their teams with 5.11 gear that will also be VERY unhappy with 5.11’s mask-wearing policy. They too will likely discontinue business until 5.11 comes around and may or may not return. (FYI 5.11, there are other companies out there.)People are fed up with being forced to do something that science has shown makes no difference. I know for a fact that even the employees are disgruntled over it. Everyone is fed up. That’s ok 5.11, we may not be able to change your policies, but we can affect you where it counts…..your sales/profits. Lost sales...

I have been to this store many times, as I work as a first responder. Always friendly and professional staff with excellent products.

I want to take a moment to recognize the store manager, Ptolemeos Kotzambasis, for he went truly above and beyond. I had stopped in the get a pack of face masks and he said they had just got them in but only had the army green bomber style. I purchased them, after asking if they had any other styles. I left happy but would have preferred another style.

Not 5 minutes go by and Ptolemeos calls me personally on my cell and invites me to come back to the store cause he just found the style I was asking about. He didn’t have to call me and let me know any of this. But the fact that he went so above and beyond, to let me leave 100% happy with my product was a testament to his work ethic and character. Sure the purchase was small, but the phone call and gesture meant a lot to me.

I’ll definitely stop in for any of my 5.11...