Yeah I hear ya'.
I have been trying since February to get the poly knee pad inserts for my 5.11 pants but to no avail. After I raised such a ruckus that they finally responded to me I was told they would be coming in soon. I asked for a clarification as to when "soon" is. They have yet to receive a response.
Bottom-line, this is a company that does not want to deal with you, a direct retail customer. They really want YOU to deal with the middleman like Gander Mountain, Cabela's, local mom & pop stores, etc.
I am not suggesting any kind of boycott of 5.11 however I will not buy one more thing from them directly or from one of their retailers. Although Blackhawk is a tad bit more expensive, I am going with those guys from now on.