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zpacks Company

in 1 - COMPANIES (Customer Service)

Average Rating
4.91 / 5 (34 reviews)

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Richard Matthews
( food )

Colorado Rockies
zpacks Company on 02/04/2008 08:23:07 MST Report Post Print

Rating: 5 / 5

I have purchased packs and pouches and had Joe do some custom sewing. The quality is excellent and the delivery time is great.

I mailed him a G4 for some modifications and received it back in 8 days.

/A .
( biointegra )

Puget Sound
Top-notch service and product on 06/29/2009 22:12:41 MDT Report Post Print

Rating: 5 / 5

I really appreciate the attention to detail in both product and customer service that Joe set's forth. I also really respect his commitment to the reason his gear is created, even to the point of meriting a closure of the store down for half a year to go hiking. Nice work - you've earned it.

I squeezed in a couple of last minute orders and he handles custom work with amazing skill and joviality.

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John Brochu
( JohnnyBgood4 )

New Hampshire
A+ Products and Service on 07/16/2009 13:42:39 MDT Report Post Print

Rating: 5 / 5

I first bought a Blast 18 which is now my go to pack for extended weekend trips.

Since then, Joe has made me a custom cuben fiber cat tarp, a custom cuben fiber rain skirt, and a custom stake bag. (Now avialable to order on his site.)

I also own a bunch of his stuff sacks.

I think his prices are really reasonable when compared to the competition, and his quality and customer service are top notch.

Adam Frizzell
( adamf )

Joe is very helpful on 12/21/2009 10:31:38 MST Report Post Print

Rating: 5 / 5

I've only done a little business with Joe at Zpacks so far, but I've been impressed. My small orders (cuben stuff sacks, etc.) shipped out the next day. Joe also was quick to respond to emails I had out to him here and there, either about my order or just other plans he's got in the works. Always very responsive and helpful.

Juston Taul
( Junction )

Atlanta, GA
Top Notch on 01/25/2010 11:36:16 MST Report Post Print

Rating: 5 / 5

I recently ordered a custom pack cover from Joe. The customer service was top notch. He responded to all e-mails quicky. He took the time to actually read my e-mails and answer all of my questions. The product arrived within 2 days of ordering it. The product is well made. The stitching was superb. The price? Lower than expected. I'll be coming back for future purchases. Still waiting on that black cuben pack cover Joe. Let me know. :D

Patrick Mullen
( pdmullen )

Northwest USA
Zpacks Customer Service on 04/09/2010 23:18:18 MDT Report Post Print

Rating: 5 / 5

I ordered a blast 26 from Joe back in January and he provided excellent customer service, exceeding my expectations in spite of a huge influx of orders in 2010. The pack was delivered when promised and I received it in two days after it was shipped.

I experienced a failure in the pocket drain eyelet due to an anomaly (the pack is extremely well built). Joe responded quickly to my email, asked me to send it back, turned the repair around in a day, and had in back in my eager hands in less than a week. In addition, he refunded the shipping $ that I spent to ship it to him across the country.

Joe provides quality gear and fully stands behind his product! I won't hesitate to order from him again!

Sunny Waller
( dancer - M )

Southeast USA
The Best on 06/15/2010 10:30:26 MDT Report Post Print

Rating: 5 / 5

I ordered some small stuff from ZPacks. The post office lost it and kept referring me to different people who just kept saying "'s lost". I called Joe to make him aware and he immediatly replaced my items and mailed them the same day. The quality is excellent. The website is have a detailed explaination of how long you have to wait on the more popular items. Joe even thanks you for your patience and your business. I got up at 3am on June 1st to place my order for a Hexamid Twin... I cannot wait to get it...WooHoo christmas in July

johannes Eichstaedt
( nonBeing )

Fjäll, Himalayas
very satisfied. on 08/02/2010 13:59:40 MDT Report Post Print

Rating: 5 / 5

The customer service is excellent and Joe's turn-around times are the best they come. He's terribly helpful.

The fact that the website is carefully updated with periods of unavailability (hiking, marriage) is very much appreciated.

Jeremy Platt
( jeremy089786 )

Excellent on 08/17/2010 05:41:02 MDT Report Post Print

Rating: 5 / 5

This one is short and sweet but Joe is a pleasure to deal with. He replied quickly to my emails, got my order in on time and is happy to discuss idea. I would highly recommend zpacks to everyone.

jason grosser
( turbolover )

ventura california
Z PACKS on 09/23/2010 21:33:37 MDT Report Post Print

Rating: 5 / 5

I am in the process of buying my second pack from Joe. Needless to say I have found Joe to be prompt, courteous, and an absoulute pleasure to do buisness with. His products are the very best quality and cutting edge.Thanks Joe. Enjoy, jason

Andy Duncan
( bluewater - M )

Excellent products and customer service. on 10/01/2010 02:01:48 MDT Report Post Print

Rating: 5 / 5

I ordered a Hexamid Tent on Sept. 1st and received it on the extact day Joe said it would mailed out. When I added some accessories to the order at the last minute he sent them without charging for the second delivery. Joe has always responded to my email questions within the same day or early the next morning. It is refreshing to have such a thoroughly positive experience. I just ordered a Zero, cuben tarp and other accessories and received a confirmation email the same day. I would highly recommend Zpacks. Thanks Joe!!

jeff pfeffer
( kaala )
top notch service and product on 10/03/2010 17:48:02 MDT Report Post Print

Rating: 5 / 5

As a professional photographer and camera water housing builder I do a fair bit of online business with companies small and large and I have to say Joe has the best customer service I have encountered in any industry.

Despite the fact that I was a new customer he responded to my emails rapidly, despite the fact that he was just back and very busy and it was "short notice" on my part he got me the gear I needed by the date I needed it.

As for the gear, I couldn't be happier. Fit of the pack is great, design of the tent works very well, all products exactly as described and well made. Weights are exactly as advertised and light as can be. Dream gear for someone like me.

I will be doing more business with zpacks for sure.

Nothing but good things to say about Joe and Zpacks.

Andy Schill
( Aschill )
great! on 11/04/2010 13:44:14 MDT Report Post Print

Rating: 5 / 5

I've ordered a few small orders from Joe, mainly cuben sacks and other small items. Joe was always very responsive and quick with my order, great to do business with, great service!

Roleigh Martin
( marti124 )

Moderator-JohnMuirTrail Yahoo Group
Zpacks / Joe Valesko is great to purchase from on 11/16/2010 22:49:51 MST Report Post Print

Rating: 5 / 5

I have bought many items from Zpacks, including some new items he started carrying as a result of my orders, such as the large size pack cover; the 1000 cu inch zero pack; and he provided a customized Hexamid Duo for me (I asked for a #5 zipper instead of the ordinary #3 zipper); plus many stuff sacks. In all cases, Joe was very attentive and really came through with what I wanted. I am very happy with these items.

Paul Stevenson
( kamusbagus )

Outstanding on 07/27/2011 02:04:58 MDT Report Post Print

Rating: 5 / 5

I ordered a hexamid for a recent trip.
Joe was able to get the tent to me at fairly short notice and was really easy to deal with.

S Long
( Izeloz )

Best service ever on 08/24/2011 15:21:30 MDT Report Post Print

Rating: 5 / 5

I was in a bind with an unfortunate accident having happened to my net tent that went with my MLD Duomid. I needed a bug shelter and Joe was super accommodating and willing to help me out by pushing an order through ahead of schedule. I have had nothing but good experiences with Joe and his company. 10 out of 5 stars!

Robin McKay
( rlmckay - M )

Auckland NZ
ZPacks Service on 09/02/2011 20:42:58 MDT Report Post Print

Rating: 5 / 5

I ordered the Hexamid and asked Joe to customise an extended beak - This customisation is now a standard option! Joe was soooooo helpful with this design change. great communication.
I have returned to order the HexiNet.
I might also add the workmanship is A1

Arnold Levin
( surf1div1 )

Southern California
Clone this company's work ethic! on 09/27/2011 15:17:44 MDT Report Post Print

Rating: 5 / 5

What can I say? A happy customer is a returning custmer...even within one a few months. I had ordered previously from another company a tent that was based on several recommendations here appeared to be good. It was not to be- the order, subsequent product defect and the return consistently crap. Ordered from Joe a new tent, and backpack and what a difference. No defect and exceptional service. So good that I've ordered more products and I couldn't be happier. I could jump on the highest peak and SHOUT what a great company but from the looks of things it certainly appears that I would have to get in line. Thanks Joe for showing me that their are great companies out there. Great company and exceptional follow through on ordering and any questions.

Anthony Weston
( anthonyweston )

Southern CA
the Best Service on 11/16/2011 20:33:50 MST Report Post Print

Rating: 5 / 5

Joe, goes out of his way to give you the best service. My pack had shoulder straps that were too tight and Joe fixed them for me at no charge. Top knotch service.

Tom Espen Pedersen
( tomespen )

Best company I've been in touch with so far on 01/23/2012 06:10:55 MST Report Post Print

Rating: 5 / 5

Joe has lived up to the reviews posted here.
All emails have been replied to faster than expected, he's been very helpful when I requested modifications on items and for additions to my order.

My order was shipped sooner than estimated.

This was my frist, but most likely not last, purchase from zpacks.
Solid recommendation from me!

Stephen Burgess
( williswall )

Pacific Northwest
great custom work on 01/31/2012 17:27:48 MST Report Post Print

Rating: 5 / 5

I have ordered a number of items from Joe, including a custom 3/4 length bivy bag and a modified chest pack for use as a camera bag. Quality is top notch, he responds quickly to my emails, and he doesn't seem put off by dealing with small details required in custom work. Repeat customer over the past 2 years.

Jace Mullen
( climberslacker )

Your guess is as good as mine.
Great Service on 02/28/2012 08:57:38 MST Report Post Print

Rating: 5 / 5

While I only ordered stuff sacks from Joe, he was still willing to talk with me about what would work best for me.

Great Guy, I hope to buy a pack from him eventually!

Kenneth Houseal
( Homewardbound )
Joe is top notch. on 03/21/2012 11:09:03 MDT Report Post Print

Rating: 5 / 5

I've ordered several stuff sacks, some cuben tape, cloudkilt and other accesories. Joe is quick to ship, quick to reply, and open to ideas.

Order with confidence.

Jonathan Rozes
( jrozes )

Pacific Wonderland
Great customer service on 10/31/2012 10:46:24 MDT Report Post Print

Rating: 5 / 5

Noticed on day one of a recent trip that a new CF stuff sack had a small tear despite not being overstuffed, not crammed into my pack, nothing hard/sharp inside, etc.

I emailed ZPacks on Friday explaining the problem. On Monday, I received a replacement sack.

Chris Freer
( silva_fox )

New Zealand
Great service on 03/01/2013 13:51:49 MST Report Post Print

Rating: 5 / 5

I have just received my sleeping bag from Zpacks. The communication from Matt was always prompt and great advice on some changes I made to my order. I'm very pleased with the bag - well made and very good product.

Thaddaeus Wharton
( Thadjw )
ZPacks has been great to me on 03/03/2013 13:01:37 MST Report Post Print

Rating: 5 / 5

Joe even emailed a quick note from his NZ trip when I CC'ed him on my last order. They threw in an extra since I bought a bunch of gear. Really appreciated and a great outfit.

Ian B.

Will certainly do business with them again! on 05/30/2013 23:31:00 MDT Report Post Print

Rating: 5 / 5

Well Z Packs continues to live up to their stellar reputation. I ordered a Hexamid Twin a few weeks ago. The posted delivery times were 5-7 weeks on their website. I suspected that spring is a hectic time of the year for them so when they asked if I needed it in a hurry, I told them that standard delivery was fine. A couple weeks later I had an opportunity to go backpacking in the North Cascades NP. I sent Z Packs an email asking if there was any way I could have the shelter before my trip even though we agreed for a delivery date two weeks later. They were more than willing to deliver the Hexamid Twin early. Very professional company and very responsive answering emails. Keep up the good work guys!

Edited by IDBLOOM on 05/30/2013 23:32:34 MDT.

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Marc Eldridge
( meld )

The here and now.
Pack Repair on 06/11/2013 08:29:03 MDT Report Post Print

Rating: 5 / 5

I had a seam on a pack start to show signs of stress. I emailed Joe with the problem and he responded right away with a method for fixing it. I mailed the pack on 6/3/13 electing to have Joe do the fix. I got the pack back yesterday, 6/10/13, with the fix in place and at no charge, not even the shipping. Outstanding customer service

Daniel Collins
( Diablo-V - M )

Orlando FL
Outstanding on 09/15/2013 20:56:37 MDT Report Post Print

Rating: 5 / 5

I just placed an order for various pouches from Z packs and followed the order with an email requesting color choices for some of the items. I got a reply right away on the colors, and I got it shipped to me overnight for free, 2 days total from order placement to items in hand.
It doesn't get any better than that.

Andrew F
( andrew.f - M )

San Francisco Bay Area
Great customer service on 09/30/2013 10:01:44 MDT Report Post Print

Rating: 5 / 5

I had the same experience as everyone else here. Joe got me a customized piece of gear on time and was very responsive to my questions and requests. Can't do much better than that.

David Williams
( ddwbeagles )

Stephens City, VA
Zpacks on 10/28/2013 22:21:33 MDT Report Post Print

Rating: 5 / 5

Here is another A+ for Zpacks. I initially sent an inquiry to Joe, who provided some excellent advice that led to my purchase of a Hex' Twin model. The day after I ordered it, I get a follow up message from Matt, thanking me and asking about my delivery expectations. What a rare treat to deal with a company and individuals like this. I've ordered from them before and love all their stuff, but I think this was the icing on the cake. They will be my first stop for future purchases. Well done Zpacks!!!!

Update: Just received shipment four work days after placing order for a custom (0.74 cf) order. Amazing quality. Joe and Matt have their acts together! Thanks Zpacks!!!

Edited by ddwbeagles on 11/01/2013 02:02:16 MDT.

David Moreno
( nerrek2000 )

North East Ohio
zpacks Company on 05/26/2014 11:01:17 MDT Report Post Print

Rating: 2 / 5

I need to start off by stating that my first purchase from zpacks went off without a hitch. Items were as described and in new and serviceable condition. E-mails were fairly fast response (1 -2 days). Shipping was also prompt. These items were all regular stock items.

My second experience with zpacks was a custom order which they say they'll do.

I e-mailed the specs for an ultra-sil stuff sack (cylindrical shape instead of their normal boxed shape) to them and was sent back an e-mail that said they could do my custom order and was given a higher custom item price for it's making.

When I ordered the item, I included the e-mail info that had been exchanged in the custom / special instructions area of the order form.

What I received was a stock (box style) stuff sack that wasn't even the right dimensions. It was a stock item from the website.

Remember, I was charged extra for this item because of the custom parameters I was requesting.

I fired off an e-mail complaining about the item not being even close to what I'd paid extra for and never received a response back, a refund, a partial refund, etc... Nothing.

I was rightly angered by this and sent an other e-mail threatening to take my business elsewhere in the future if they didn't correctly honor the terms of the sale.

Again, no response. I should add that they had no listing on the website that stated that they would be gone during this timeframe. (EX: Joe and Matt will be in Scotland hiking The Great Outdoor Challenge May 7th through May 25th. Our crew will be hard at work building and shipping your orders, but please expect very limited customer service during those dates. Thank you for your patience -ZPacks) as it lists on their website as I'm writing this.

It was at that point that I decided that I would never do business with them again.

Please understand that I'm not trying to be rude or disrespectful, just listing my experiences with the company.

Edit: I should add that this order was about 2 years ago.

Edited by nerrek2000 on 05/27/2014 03:55:46 MDT.

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Bas Hommes
( BHommes )

very good on 06/27/2014 14:30:41 MDT Report Post Print

Rating: 5 / 5

I did a fairly complex order and also changed it later. All was handled very well and quickly. It was delivered at the time promised. I live in Europe and it was carefully sent in such a way that my payment for customs was not too much. Contents was complete and a first check did not show any errors. Weights are as promised. I can not find a reason not to give rating 5.

John Kays
( johnk - M )

excelling all others on 09/23/2014 22:07:08 MDT Report Post Print

Rating: 5 / 5

My pack suffered a minor injury recently requiring repair and I wanted the job done by the manufacturer. I sent it in accordance with Zpack’s instructions on late Monday afternoon from California via USPS. The Arc Blast returned to Costa Mesa on Friday afternoon all the way from Palm Bay, Florida. It must have been pulled from the box within minutes of delivery, repaired and sent back that same day. Additionally, one of the mesh side-pockets had been chewed up by critters seeking the food wrapper left carelessly and was not part of the repair request but Zpacks replaced it without even mention. All of this without cost to me. Even though this company has been hailed here many times for it’s superb customer service, it would be robbery not to publicize and give credit to Zpacks for receipt of the best a company can do to satisfy and please it’s customers.

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