Zpacks Avis 9

I ordered a ZPacks tent and Nemo sleeping pad direct from Zpacks and sent to Norway. It arrived very quickly and initially I was very happy, however they sent the wrong pad. I sent it back in perfect condition but when it arrived they found it dirty and smelling of urine, which can only have happed either in transit with UPS or when it arrived. However they blamed me and refused to send a replacement with the correct pad and sent back the wrong pad to me in a very disgusting and unhygienic condition.

I’ve bought tents, packs, hats, shorts and all sorts of other accessories from Zpacks and have never had an issue. The customer service they provide has always been great and quick to respond with any questions I’ve had. If I’ve had an issue they have always handled it quickly with no problems. I highly recommend them.

I bought several items on their website (3 backpacks, 1 tent and smaller bags and pouches).

> The leadtimes are not respected so watch out if you make an emergency purchase.

> All items are superlight but the backpacks don't last long and the inside layers wear off very quickly.
> On the updated version of Arc haul 64L I noticed several other issues :
- The backframe do not hold the pack upright after tensioning because of that the pack doesn't have good balance.
- 1 belt straps do not keep a straight shape after tensioning, this diminushes comfort since the strap rubs on the hips.
- Some arm straps are too short.

> The worse thing is maybe that THEY NEVER SHOW REVIEWS UNDER 4 STARS ON THEIR WEBSITE, when I contacted their staff about it they gave me false excuses and when I confronted them again the answer was '' I am not sure why it is not visible ''.

I'm super disappointed about the quality and the service. Won't buy again with them,

I ordered backpack from Zpacks in beginning of May and at that time the estimate for lead time was four weeks + shipping to Germany 5 days. I finally received the item in August (when the hike where I planned to have the backpack was already done).
Zpacks customer service were not able to help in any way while the package was lost somewhere in their carrier partners (UPS) system, but instead I had to call and email them dozens of times.
When I finally received the item it turned out to be damaged.
Zpacks don’t have any procedure for international returns even in cases like this when the item is damaged. So the return is paid by customer and refunded sometime after they receive the item for repair.
I hope I’ll receive the backpack repaired some day as well as refund for the return fees.

Can’t really recommend at all this company, specially if you place your order from outside US. Their customer service answers the emails, but they are not able to help with any problems and the company seems not to have any functioning system for the international orders.

Woeful customer service. Shipped 2 weeks after stated lead time at time and payment of order.
Didn't send a shipping email when order sent.

Quality gear, great communication with a fast response time.

I misread the leadtimes on one of their products and wanted to cancel that item from my order. This was no problem. The helpful people at customer service refunded the cost of my cancelled item and shipped all other products (which arrived only 3 days later). In short: helpful customer service and excellent products.

Ordered tent and gear worth 700+ dollars. Shipping was 3 weeks late, even though indicated lead was 2-5 days. Customer service is a joke. They stopped answering my emails at some point altogether. There is also no phone number to get in touch with the company.
The net is full of stories like this or faulty goods.
Fortunately there are numerous alternatives which are as good.

Have ordered a product from them and paid in full. A month has gone by and no merchandise. It apparently went lost during shipping. I reached out to Zpacks several times, but they refuse to help me in any way, and have no problem leaving me high and dry without either my funds or my purchased item. I advise you to stay away from companies like this.