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zpacks Company

in 1 - COMPANIES (Customer Service)

Average Rating
4.91 / 5 (34 reviews)


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Stephen Burgess
( williswall )

Locale:
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 )

Locale:
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 )

Locale:
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 )

Locale:
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.
( IDBLOOM )

Locale:
PNW
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 )

Locale:
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 )

Locale:
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 )

Locale:
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 )

Locale:
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 )

Locale:
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 )

Locale:
Europe
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 )

Locale:
SoCal
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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