On 8/23/2022, I placed an order for 2 pair of 5.11 BDU pants. Shortly after placing the order, I was advised that the product was out of stock and there was a delay, the updated shipping date was now 8/26/2022. So I waited, checking the order occasionally as I needed the uniform for an event this upcoming weekend. I called yesterday to check the status of the order. I spoke with a young woman who was able to contact 5.11 and confirm the pants were still out of stock, and advised me the new anticipated delivery date to be September 12,2022. As this was past my need date, I requested cancellation of the order and a refund. The call taker indicated a rather convoluted cancellation policy, specifically that they would need to cancel the order with 5.11, await a written confirmation of said cancellation, then customer service would cancel my Galls order, then forward my refund request which, upon approval, would take 1-2 days to process to my bank. She indicated that it had to happen this way to ensure the merchandise was not in a truck in transit. I reminded her that we had just confirmed that 5.11 said the item was still out of stock and that even if it was, it would be being delivered by Fedex which does not take a week. She refused to budge or help further repeating the refund policy over and over, the second mistake. I requested a supervisor. Shortly thereafter, I spoke with a woman named Stacey, who repeated everything the call taker had said and tried to push me off. As the company had my money for 2 weeks with not so much as an email update from Galls, I was no longer willing to accept the burden of their inaction. I was placed on hold several times, growing increasingly impatient with the canned apologies. Having worked in the customer service industry, I can attest that when a customer is disappointed, often they simply want an apology. But when a customer has already paid, if they can't get answers they want results, effort. At no point did the company accept any fault for the communication issue or offer a solution, somehow this was my burden to bear. Stacey retuned to the line and rather curtly advised me that the order was cancelled and to expect my refund in 1-2 days. The call ended.

I woke the morning to the first email from Galls since this escapade began. It was a confirmation of my order and advised me that the order was still being processed. So much for Stacey. I called again. The gentleman I spoke with advised me that Stacey had entered a request for cancellation but it was still awaiting approval pending confirmation from 5.11 of cancellation of the order and that refunds sent to that department were handled in order they are received. I advised him that all of that had been done yesterday by Stacey and that the order should be cancelled. Clearly she had lied to me to get me off the phone. He suggested I misinterpreted her comments and assured him I did not. I requested Stacey's manager and was connected to Aislinn Lawson, who again insisted I had not been lied to by Stacey and that nothing could be done. I recognize damage control when I see it. Aislinn suggested sending emails to Stacey, who was not working apparently, as well as to the accounting department to try to expedite the queue. I reminded her that all of that was supposedly done, by Stacey, the day before but wanted to know why it actually had not. Again placed on hold multiple times, and given dozens of empty apologies, Stacey answered the line, and here I thought she was off. I told her I did not want to speak to her, as she had already lied to me, and demanded a manager. I was told he, Dan Martin Senior Director, Sales Operations and Customer Experience, was in meetings until 11am (another lie, as I later discovered he was travelling). Keep in mind Gall's on-hold recording stresses, ad-nauseum, valuing our time for the work we do. I was connected to Aislinn again, who to her credit was now much more pleasant. She asked what I wanted and I advised her (paraphrasing) that I didn't want to pushed off to some customer refund policy that holds my money longer than necessary. I wanted someone to get up off their chair and walk to accounting and authorize my refund. Despite the perception that they are a large, multinational company, they are a small building in Kentucky, this should not be an issue. Aislinn confirmed that the 5.11 order had been cancelled yesterday, suggesting that the call taker today was also lying or the company doesn't share information as efficiently as it should. I waited, sometimes on hold and sometimes in real time, as Aislinn performed today, what Stacey had said she did yesterday, losing me yet another day to solve my equipment problem. She also candidly advised that the ordering person had not followed up with 5.11 in any capacity in the last 2 weeks regarding my order. Stacey had already been flagrantly untruthful to the customer, and again I was at the mercy of Aislinn's veracity that all of what she said is actually happening. I guess I'd have my answer in 1-2 days. Oddly enough on 9/7/2022 I was pleasantly surprised to see they had actually refunded my purchase. Until the next day, when they unexplainably re-charged the entire transaction again. Due to a medical issue I was unable to deal with it for 10 days. Calling them today proved just as useless. They could not immediately verify the charge, until Jenny, this time, received 3 screenshots from my checking account indicating it. She agreed it certainly appeared to be an error, but told me it could take as long as 72 hours to be addressed. As they had my money, again, for over 10 days already I was unwilling to accept the responsibility. After an hour on hold, the supervisor, Kamika Scott this time, came on and flatly lied to me. She informed me that I was in error, that the bank had erroneously received two refunds and they were only recouping the second. I, of course, had already confirmed this to be untrue prior to the call with my bank as well as again after, when I finally disputed the charge all together. No more calls. No more business. And a lifetime of butchering them online to kill their future. Lying and ripping off customers is bad business. This company is purely a middleman. Skip the wasted time and buy direct. Their customer services is garbage. They're willing to flat out lie if it gets you off the phone.