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.