Rating: 5 / 5
I don't doubt what the other reviewers have said, and I'd be upset at not getting what I expected after paying custom prices. My experience has been just the opposite, however.
I have several years' experience with Nunatak, having ordered a sleeping quilt, sweater, vest, and booties, and considered a couple of other purchases. After receiving my Skaha sweater my review for Backpackgeartest.org concluded with " A minor irritant is perhaps a necessary corollary of dealing with a small business run by outdoorsmen: It was occasionally difficult to contact Nunatak. Several emails were never answered and a couple of phone calls not returned for several days. I suspect that Tom and friends were outside doing their own field testing. The quality of customer service and the personal attention I received, however, more than made up for this."
This has proven true with my subsequent inquiries too, and I now believe it's simply a consequence of a small, owner-run business that for all practical purposes turns out bespoke products. Nunatak advertises a long lead time, and a few days' delay in an email response doesn't bother me much. And Tom (and his colleagues) have responded immediately when I needed something quickly - a vest purchased from the "specials" page just before starting a weeklong trip. Every piece I've purchased has been great (and right in line with webpage listings and the specs Tom has provided), well worth the wait (and the wait wasn't longer than expected)and premium price. Straight talk, too, Tom talked me out of a purchase with a description of weight-saving efforts that in my opinion would compromise performance. So I give this company top marks for customer service. Yes, it's not like dealing with Patagonia or REI, but for what it is and what it provides it can't be beat.