Complaints
This profile includes complaints for Galls, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
5/19/25, I paid 48.99 for Saturday shipping for an order on Friday 5/16/25. Did not receive my order on 5/17/25 and business did not reply until 5/19/25. Business refused to refund expedited shipping rate and delayed my items to an estimated three week delivery time frame.
I ordered various items on Friday 5/16 at approximately 4pm. The site offered a Saturday shipping option for an additional 48.99, which I purchased.
My items were not received by Saturday 5/17 as advertised.
I notified customer service who informed me items take over 24-48 hours to process (this is not disclosed on the ordering screen, which allows you to purchase Saturday shipping).
Customer service further informed me my items will not arrive until about June 9, nearly three weeks after my order date- keep in mind I am still being charged the full Saturday shipping rate. Customer service did not offer any refund over the shipping rate.
I offered to pay for standard shipping in lieu of not receiving expedited shipping, and did not receive a response as of 1126 5/19/25.
Business Response
Date: 05/28/2025
This has been resolved.Customer Answer
Date: 05/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:03/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They refuse to give me a refund, and item was never sent to my address and refuse to help me find the package , refuse me any information at all,Business Response
Date: 03/31/2025
I want to extend my sincerest apologies for the inconvenience and frustration you experienced with our customer service and for not receiving the item you ordered under order number ********.
Our records indicate that you submitted a survey regarding your experience, and we reached out to you to address this matter. As part of the resolution process, we issued replacement order ******** to ensure the item (UN142 BLK LG Tru-Spec 24-7 Concealed Holster) was sent back to you. Based on the FedEx tracking number ************, it shows that the item was delivered to you on March 25, 2025.
Additionally, as a courtesy for the inconvenience, I have processed a refund of $11.00 for the shipping charge from your original order (********) due to the non-delivery of the initial item.
Once again, I deeply regret the ordeal you experienced, and we are committed to ensuring your satisfaction moving forward. If you have any further questions or concerns, please don’t hesitate to contact me directly at *************
Thank you for your understanding and for allowing us the opportunity to resolve this issue.Initial Complaint
Date:02/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On approximately January 30, 2025 I ordered a pair of Rocky cadet boots from the online site. On Feb 3, I was charged for the boots. I never received an invoice that the boots were ordered, paid for, or shipped. I called customer service on Feb. 7th and they advised me that rocky had discontinued the boots, and they would request a refund from from the Rocky company. Galls stated it would take up to 48 hrs on their end and 3-5 days after to receive the refund. After calling weekly for the past 2 weeks and being told they are still waiting to hear from Rocky. I have not received my refund after almost 3 weeks and counting. I continue to get fed a line of lies. I want a refund and the truth. I will never order from Galls again and plan to tell everyone who I can not to order from them, because they will not fulfill and order or refund your money.Business Response
Date: 02/21/2025
We have reached out to *** ******* ***** Directly on this matter. I have included what was stated in the email sent to him. A voicemail was also left. He can reach me directly if he has any additional questions or concerns and I will be happy to assist further.
"I apologize for the inconvenience and frustration caused by this situation. Unfortunately, when you placed your order for item ****** *** ** ** the Rocky Cadet Public Service Boot, we did not have the item in stock. As a result, it was set to be shipped directly from our vendor. Regrettably, the vendor had discontinued this style of boot, and we were not informed of this cancellation. We are currently working to address this issue and update our site to prevent similar occurrences in the future.
As of today, I have officially canceled your order. You will receive an order status update confirming the cancellation. Please allow 3–5 business days for the full refund of $133.99 to be processed and returned to your original payment card.
If you have any additional questions or concerns, please feel free to contact me by phone at ************ or reply to this email."
Customer Answer
Date: 02/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
******* ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:02/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 3rd i order a balistic vest cover order number ********. I paid a total of $106.22. They say it is on back order. I have inquired twice about my order, and they keep telling me if not early in the month, then late in the month. It's been over a month and they have sent me absolutely no updates on my order.Business Response
Date: 02/14/2025
We have reached directly out the *** ******* ******* about the
delay of his ***** order ********.
We apologize for the inconvenience and frustration caused by
the delay in receiving your item ZA2757 BLK LG, the Mocean Shirt Style Outer
Vest Carrier. Currently, the item is on backorder, and our system indicates
that the estimated time of arrival (ETA) is past due. We have reached out to
our vendor, ******* for an updated timeframe. Unfortunately, they have informed
us that the item will not be available until closer to mid-June 2025. With this
update, we have also contacted our Supply Ordering department to update our
system and website accordingly.
In the meantime, we offer the following options:
We can
leave the order as is, and once we receive the item, we will ship it out
to you promptly.
We can
explore similar items that are either in stock or have a quicker ETA. In our
reply to the Mr. Pacheco 3 alternative but similar items were included with
links to our site and the ETA for all 3 options. Since there is a price
difference as well, we would also work with him on the pricing.
We can
cancel the order. Currently, we have only processed a pre-authorization
charge, which has since been voided. We would not officially charge the
card until the item ships out. If opted to cancel the order, the customer
would not be charged.
*** ******* can reach me directly at ************ ** ** ************************* and I
will be happy assist further.Initial Complaint
Date:01/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a purchase with Galls on 7/27/2024 for two pairs of 5.11 EMS Stryke work pants. The pants that I had were starting to wear out and I decided that because they were on sale I would buy two pairs to last me a while. It said on the website at the time that they were in stock. Once I ordered, it took a few days and one of the pairs shipped. I received them and the other pair said that they were now back ordered and would ship sometime in August. I waited until September and decided to cancel the order for those and switch it with a different size in hopes that they would be there more quickly. The date for them to ship then changed to October, then there was no expected date of shipment on the order at all. I called customer service and was given no answers other than “we don’t have any idea when they will ship, but we can order something else for you instead”. If I wanted something else you don’t think I would’ve cancelled the order instead of waiting the now nearly 6 Months it’s been since I placed the order?!Business Response
Date: 01/16/2025
We sincerely apologize for the inconvenience and frustration
caused by the delay of your item, ****** **** ** **, the 5.11 ******** ******
EMS pants. The delay is due to 5.11 Tactical updating their products to comply
with a new California materials compliance code. As a result, they have had to
revise all their items to meet this code.
5.11 Tactical is still manufacturing this item, but due to
the update, we have also had to change our part numbers. The new Galls item
number is ****** **** ** **, and your order has been updated accordingly.
Unfortunately, we are currently awaiting stock to fulfill your order. Our
estimated arrival time for the stock is between the end of January 2025 and the
beginning of February 2025.
Please feel free to reach out to me if you have any
additional question. You can call me directly at ************.Initial Complaint
Date:01/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
****** UNIFORMS WAS SUPPOSE TO PROVIDE A WEEKLY SERVICE
THE DELIVERIES ARE INCONSISTENT AND SOMETIMES THEY DON'T EVEN SHOW UP BUT ARE STILL CHARGING ME MONEY AS IF THE SERVICE WAS DONE.
I TRY CANCELING THE SERVICES BUT THEY JUST KEEP COMING BACK AND CHARGING ME FOR A SERVICE THAT I REQUESTED CANCELLATION OF BACK ON SEPTEMBER OF 2024
PLEASE I NEED HELP
MY COMPANY IS BEEN BULLIED BY ****** UNIFORMS AND IS NOT FAIR JUST BECAUSE THEY FEEL LIKE THEY CAN.
TODAY 1/6/25 THEY CALL ME DEMANDING 1,100 DOLLARS AND WHEN I SAY OK ILL PAY IT JUST PLEASE CANCEL THE ACCOUNT THEY SAID IT WAS A DIFFERENT DEPARTMENT AND NO ONE WAS AVAILABLE AS THEY SAY EVERY TIME I REQUEST TO SPEAK TO A MANAGER I CAN NEVER REACH OR EVER CONTACT THE RIGHT PERSON. THE CONTRACT WAS FOR 1 YEAR.Business Response
Date: 01/13/2025
Good day,
I was able to speak with *** ********* and verified the Corporation he placed the orders with isn't Galls LLC. It's ****** ******** ***. Unfortunately, this is a different entity, and Galls LLC isn't a parent company to this corporation. Please assist *** ********* your earliest convenience with getting this BBB to the correct corporation ****** ******** ***.
Thanks,
****** * | Office Of The Customer | Quality Specialist
**** ******* **** **** | ********** ** ***** | Galls LLCInitial Complaint
Date:12/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a plate carrier from ******* ******** in October 2023, with the transaction processed through their sister company, Galls. Along with the plate carrier, I purchased additional items that were shipped and paid for.
On December 19, 2024—14 months later—I received an invoice from Galls claiming that payment for the plate carrier portion of the order was never received. When I called for clarification, I asked why the order would have shipped if payment hadn’t been processed. They explained that, typically, unpaid orders are caught within 72 hours and held from shipping, but they admitted that this one “slipped through the cracks.”
I asked if they perform regular audits to catch such errors, given how much time had passed. They acknowledged the issue but insisted that I am responsible for payment. While they apologized and mentioned I could take my time to pay, it’s frustrating to receive such a request over a year later, especially with no prior notice or indication from either Galls or my card issuer.
I attempted to review my credit card statements but could only access records back to early 2024. This situation highlights poor bookkeeping practices and a lack of care for their customers. It’s concerning that a company providing equipment to military and law enforcement could mismanage such a small transaction—raising questions about how they handle larger accounts worth millions.
This experience is unsettling and reflects a lack of accountability and proper financial management.Business Response
Date: 01/13/2025
Dear *** *******
Thank you for bringing this matter to our attention. We
sincerely apologize for the inconvenience and frustration this situation has
caused you.
We understand your concerns regarding the delayed billing
for the plate carrier purchased in October 2023. While we acknowledge that this
order "slipped through the cracks" and was not caught within our
usual 72-hour window, we must clarify that the responsibility for payment
remains with the customer, regardless of the delay in billing.
We strive to maintain accurate and timely billing practices,
and we regret that this error occurred. We are currently reviewing our
processes to prevent such issues from happening in the future. We appreciate
your patience and understanding in this matter.
Please know that we are willing to work with you to arrange
a suitable payment plan, given the unusual circumstances. Our goal is to
resolve this issue amicably and ensure your satisfaction as a valued customer.
If you have any further questions or need assistance, please
do not hesitate to contact us at ************.Customer Answer
Date: 01/13/2025
Complaint: ********
I am rejecting this response because:
Thank you for your message and for acknowledging the unusual circumstances surrounding this situation. I appreciate your willingness to work toward an amicable resolution.
Given the delay in billing and the current circumstances, I would like to propose returning the plate carrier in lieu of payment. As shown in the attached photos, the item remains in like-new condition, reflecting minimal use and no signs of wear or damage. I believe this approach would be a fair resolution for both parties.
Sincerely,
******* ******Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was placed for an item that stated it was available on the website. This item after ordering and paying was days later updated to backorder with a eta of sept 19th now it is the 23rd of sept and still nothing, I called into galls and they now inform me they are and have been aware of the backorders and my product EST new date Nov 11th. Making this order a 4 month back order and the new date again is an estimate, advertising items for sale that you do not sell is false advertisement, also bot informing people of backorders prior to purchase is deceitful tactics. Public must be made aware if items are not in stock and if so the website needs to show this. Website for exact item i ordered specific size is listed as Available ships within 24hrs when in fact it is backordered for months. I am seeking store credit equal to the amount of the original purchase of this item to use on another item of equal or more value.Business Response
Date: 10/21/2024
On order ******** the boot in question was Galls item
number ****** *** ** for the Under Armour Micro G Valsetz Leather Side Zip
Waterproof Tactical Boots, which is reflected on the order status the customer
included with his complaint. Customer was charged $117.18 for these boots. I
show that when he called in 9/23/2024 about these boots we give him the updated
status of his boots, unfortunately we are still waiting on our stock of this boot.
Customer requested to cancel the order, and we cancelled the boots off the
order on 9/23/2024, a refund was issued back to the customer for the $117.18
that he was charged. This was refunded back the card he used when he originally
placed the order. Item FW1301 does show
that that it will ship as soon as available and gives the Estimated shipping
date on our website, as of today (10/21/2024), it reflects estimated shipped
date of12/2/2024.
The image he included with his complaint was of different
boot, item ****** which is the Under Armours men's Charged Vlasetz 8"
tactical Boots, which we do have in stock and ready to ship, and even when he
took that screen shot, we had the stock of item ******.
I have also included the screenshots for both boots.Customer Answer
Date: 10/21/2024
Complaint: ********
I am rejecting this response because:
You are lying about the availability as my order was pushed back 3 times first was time its sept, than Oct, than i called again they stated November and thats when i cancelled. now its December, i needed these for training so why the hell would i order something thats backordered if i needed them at that time, Now magically its listed as backordered, so you fixed the first part. Since I paid and you held my money for months, I even accounted for shipping issues and ordered a month ahead of time, My entire Dept knows what happened, and thats about 100 less orders now, will go to local uniform shop instead.
Sincerely,
***** *******Business Response
Date: 10/29/2024
Galls understands how
frustrating this experience must have been for the customer, and we apologize
for any inconvenience it has caused.
At Galls, we strive to
provide timely and efficient service to all our customers. Unfortunately, due
to unexpectedly high demand, we were unable to fulfill your order within the
expected timeframe.
Please be assured that we are
taking immediate steps to resolve these issues and prevent similar delays in
the future. Your satisfaction is our top priority, and we are committed to
making things right
As a token of our
appreciation for your patience, we would like to offer you 20% off at Galls. We
hope this gesture will go some way towards restoring your faith in our
services.
Once again, we apologize for
the delay and any inconvenience it may have caused. If you have any further
questions or concerns, please contact our customer service team at ************.
20%
promotional code: ************Customer Answer
Date: 10/30/2024
Complaint: ********
I am rejecting this response because:
Giving me an incentive to buy more does not fix deceiving sales practices. Please explain what steps are being taken to ensure this does not happen again.
Sincerely,
***** *******Initial Complaint
Date:08/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an online order and within 15mins of placing I realized I ordered the wrong items for school. I immediately contacted cs which was closed so I sent an email requesting cancel 8/16 literally less than 20mins after ordering. I didn't receive the 1st response back until 8/19 stating the request was received and it will be forwarded. 8/20 I get email back stating it's too late n items will be shipping but I can just return them. All good except, one item is clearance and UNRETURNABLE!!! I tried to explain in email but they didn't seem to care. I would like to RETURN all items for a FULL refund since a Whole New order was placed after I requested a cancel. I should have never received these items nor be stuck with them now. All items are in original package and unopened! Bc they are not wat I neededBusiness Response
Date: 10/02/2024
A satisfactory resolution has been provided to the customer. This complaint has been resolved.Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ***********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned an order that was received and signed for by the company on 6/11/24. I never received my refund, after multiple tries contacting customer service they said my bank denied the refund. I contacted my bank and they assured me there was NO attempt to post refund and they would NEVER deny a refund. It's now been a month and have still not received a refund.Business Response
Date: 08/07/2024
I have reached out and left a voicemail and sent an email. Email that was sent is attached. I show that were we tried to issue a refund back for the $92.85 but
that refund shows that in the end it was declined. This happens if
there was error with the card, for example if the card you originally used was
compromised or if it was changed to a new card since the original order was
placed. We will need to get the card number for the card he is wanting us to issue the refund back to or we can issue a refund check depending on what he would like. My direct contact number was noted for him to call be back so that we can get this taken care of form him quickly.
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