Tomorrow makes one week waiting on Z-Packs to respond to an email....

[clusterone]

Did you check that spam folder? I recently went back and forth with support and had daily helpful responses...

PS - I went ahead and also dropped them a line on your behalf incase emails are getting lost in transit. Will let you know when I get a response.

Also, I have a large or maybe xl belt, new if needed. Assuming Haul belt will work.

[Ohoopee]

I ordered a replacement part for a well known stove maker 5/16. Still
haven't heard back. I am pretty confident that when I emailed about
it I was told in an auto response it could be two weeks before they even
replied due to busy season. I wont name the company bc I am
not 100% positive that was the reply. It popped up when I was sending
the email.

[Dvankirk]

In my opinion, I think that they have gotten too big for their britches. Too many stories about not responding and sub par quality. I thought that I read that some of them were hiking in Ireland recently, but not positive for sure if if they are back. I was looking at a couple items, but can't pull the trigger due to some of these concerns. I never heard of any problems until the last year or so. Too many other quality vendors out there who want your business.

[OCDave]

Not what I would expect from Z-Packs...

I reached out regarding replacement webbing for my Arc Blast hip belt... I got crickets so far.

Z-Packs doesn't have a presence here that I know of, do they?

You are dealing with a small cottage company. The reason you enjoy their products is they are experienced hikers and design products utilizing their outdoors experience. They are likely out gaining more experience to design even better more attractive products. They keep their prices low by keeping their staff small. While they could have 24 hour customer service or subcontract work overseas, you'd rather not have them charge more or produce an inferior product.

With the recent passing of Marty of Wilderness Logics, I hold dear how fortunate we are to have access to some of the niche products we do.

[Clisbyclark]

If the only way to contact a company is via email and or fill out a contact form, them I do not do business with them.

I try to never say never but this is very close to truth for me too. Email-only is bad enough but I get it for small vendors. However the contact form is the worst way to communicate, IMO.

[MikekiM]

PS - I went ahead and also dropped them a line on your behalf incase emails are getting lost in transit. Will let you know when I get a response.

Also, I have a large or maybe xl belt, new if needed. Assuming Haul belt will work.

Thanks.. I don't need a new belt. The padded portion is fine. I just want to add a little length to the buckle webbing so it's easier to grab.

Thank you to all of you who responded. We're talking over over a week to get a response from a company I purchased a pretty expensive pack from. I don't buy that they are out hiking. Not cool that them being out hiking could be the reason I am not. Simply bad business.

I love their gear, but this puts a serious damper on my desire to buy from them again.

[OneClick]

Probably out of business.

Just kidding...I do wonder about those thread titles. Glad you didn't go that route.

[Tyroler Holzhacker]

I am ok with Email responses so long as the response is a day or two. A whole week of not hearing back is very poor customer service IMHO. That kind of poor customer service doesn't go unnoticed in the tightly connected social media world we live in today, and once bad PR gets out, it can really damage a brand as said PR goes viral. That said, the best practice for customer service (IMHO) will allow a customer to talk over the phone live to a vendor. The vendors that offer the option to speak live with them is the vendor that I will prefer to buy from if the product sought after is comparable to another vendor without phone access. JRB (Original owners), Dutchware Gear, and Loco Libre Gear are always ready and willing to chat with their customers about gear and steer them in the right direction. They are the epitome of great customer service.

[MikekiM]

Sad to report I still haven't heard from them..

I have a few items in my cart totaling about $220... All it would take is a response from them with answer to my question and I would finalize the order.

[cmoulder]

Wow, sorry to hear this. Shades of the old Zpacks I first purchased from in 2012.

As you know, my friend Jimmyb got an Arc Haul that was so shoddily constructed that he ended up making his own and his missus'(!) packs. I've got the pics he sent me (somewhere on my HD) that demonstrated the heinously bad sewing.

One might wonder if they'll soon be selling out to a mass market biggie.