Cascade Designs, Inc. Avis 24

Had pinholes in my Thermarest air mattress, although I used this air mattress carefully and only twice. Sent to cascade designs repair, came back, still slow leaks. Sent again, pinholes fixed. After some usages pinholes appeared again. They replaced the air mattress without any questions.

Poor customer support, support dry and unwilling to help. I have bought an expensive Msr Hubba Hubba tent, which i am experiencing issues with. Customer support sent me a freaking DIY youtube video so I could fix everything myself. For a €500 tent this is bizzare. Forget about the lifetime warranty, it's a tagline they use to lure you in. I own more than 20 MSR items – cooking systems, water systems, and I feel like a fool now. Should have gone with something else. Yuck!

I highly recommend purchasing Hilleberg or Fjallraven tents, they are tad more expensive, but customer support there is SO MUCH BETTER and FRIENDLIER.

Do not be fooled by the "lifetime warranty" that Thermarest once stood for. This once-great company has been gutted by its new corporate owner, Cascade Designs, which has systematically dismantled its customer service to the point of non-existence. My experience is a stark warning to anyone considering a purchase from them.

I bought my Thermarest sleeping pad from REI eight years ago, largely because I trusted the brand and its lifetime warranty promise. When the pad recently developed a leak, I thought it would be a straightforward warranty claim. I was wrong.

After submitting a warranty form through their website, I waited three weeks without a single response. I tried again, completing the form a second time. Still nothing. I then attempted the old-fashioned method—I tried to call them. I finally found a phone number for Cascade Designs, but it was a dead end. The automated system offered no way to speak to a human and simply looped me back to the useless online warranty form. It's a prime example of a company that has replaced quality customer support with a digital black hole designed to avoid its obligations.

This is a complete bait-and-switch. A company built on a reputation for quality they could stand behind has been ruined by corporate ownership focused solely on cutting costs. If you buy a Thermarest product today, be forewarned: if anything goes wrong, you will not be able to take advantage of the warranty.

As a result of this infuriating experience, we are filing complaints with the state of Washington against Cascade Designs for false advertising and false warranty representation. I strongly recommend that you avoid all Cascade Designs brands at all costs. You'll thank me later.

Sometimes I needs that extra efforts to make someone happy.
My thermA-Rest neo-air was leaking and I couldn’t find that stupid leak. Even a local repair shop wasn’t successful. So I send a parcel to Cascade designs and asked for support. 2weeks later I cam back, unfortunately during my holidays and the driver of the delivery Service just ignored the infos, I gave in advance, how to handle this situation. After my mail to the employee of cascade it was checked and everything was cleared for the resending of the parcel with the deliverer and after a short while I have the replacement of my mattress in my hands. Thank you so much for that extra time and support.

Not customer friendly policy. MSR tent pole design is trash with the connectors causing too much pressure on the poles which broke after one week of usage. CD refused to give new poles but only a segment of one. I have reported them to the BBB.

Hello,
I've a big fan of MSR gear and I have to say MSR/Cascade Design stand by the quality of their gear. Their customer service is fantastic (I worked with Steve). I will continue to shop with this company.
Cheers,
B.

The worst customer support of all. Quite literally non existant.

Customer service is not existent. I had questions about a product I purchased and 3 emails and a month later still no response. The phone number goes to voicemail and are unable to speak to a human. Horrible company to deal with.

I purchased a Thermarest Mondoking sleeping pad in October of 2024. On January 10, 2025, I notified Cascade Designs of a manufacturing defect in the Thermarest sleeping pad, I had purchased, that resulted in the sleeping pad delaminating and producing a huge bulge in the pad's surface. On January 13, 2025 the Cascade Designs Support department replied to my feedback confirming that my Mondoking sleeping pad had a manufacturing defect that required replacing the defective product under the Cascade Designs warranty. Since January 13, 2025, I have contacted the Cascade Designs Support department every week only to receive auto reply emails, leading me to assume that Cascade Designs has no intention to honour their guarantee or stand behind their products. Apathy and silence is no way to treat your customers.

Lifelong MSR customer… No more.

I’ve purchased THOUSANDS of dollars on their equipment… But I won’t purchase another product from any company part of Cascade Designs, ever again. Over the past couple of years their quality and customer service has gone to crap. They won’t even warranty a tent which the materials are degrading, but they also won’t warranty a safety recall from Health Canada, with the same tent..

They refuse to give customers a phone contact and demand all communication to be done through emails only. I now know why. They are deceiving customers with their “lifetime warranty”, that is only good for three years…And IF they even warranty a product, they will only give you a 35% discount on another tent… Why they would think someone would buy another product after this, is beyond me…

I will be going out of my way to let anyone on the trail I bump into, all my friends in social media, all other social media, and online forums I’m part of for the outdoors.

They will be losing more money from me exposing them than they would if they just warranteed my recalled/leaking tent.

Hope it was worth it Cascade Designs.

I still haven't heard back from Cascade after submitting a request three times now for repair on my Therma-rest NeoAir UberLite.

The surprise here is that this pad was a replacement pad after the baffles blew out a year ago and they were super good about replacing it , under warranty, with a brand new one at that time.

Now it's impossible to reach a human and when you click on any link that says "click here" to contact us, it goes to a page that says "OOPS! The page you were looking for doesn't exist".

Their customer service now appears non-existent.

Requests number: 00294169, 00296179 & 1377 (from a different customer service process on the website).

Crooks. Don't trust this company. false email address and everything is designed to be circular meaning no one there has a voice mail. Only a recorded message. They took 124.00 from me. No way to get it back. four flushers, modern day Baby Face Nelsons.

Completely ghosted by Cascade Designs Warranty/Repair department. Initiated a warranty/repair request 2 months ago for equipment I use often. Received an automated email response: "We respond to cases by email in the order they are received." It has been 2 months, no reply. Attempts to contact Cascade on the phone are a waste of time, automation directs you back to the website, messages left on the 1-800 # are never returned. Do not waste your hard earned money on MSR, Therma-A-Rest or Platypus, the warranty is useless.

What a crap service! You pay a lot of money for an item and you send it, and get zero response.

Placed an order for an MSR water filter for NC rescue team and found out the product was not up to standards, it didn't filter chemical or pesticides; so, I ordered a different one.

Then tried to cancel the first order within 1 hour. and was told NO CANCELLATIONS AT ALL! And I would have to wait until I received it then return it AT MY EXPENSE!

I WON'T EVER ORDER FROM THIS COMPANY AGAIN! Antiquated policies and POOR customer service! Doesn't answer emails!

AVOID AT ALL COSTS--they cost me $27.69 to return the product by snail mail!

Not sure what some of the other reviews are referring too but this is hands down the worst customer service experience I have ever had. Zero response since my first email, now at the two month mark, sent multiple emails and nothing. Hubba Hubba tent pole is broken and I can't use the tent..... No matter how good the product is the customer service doesn't make the product worth it. I will buy another tent from some one that values it's customers.

Worst customer service i have ever experienced. Since they couldn’t fix a broken tent pole section (great tent! No complaints there) i ordered the stuff to DIY. Sent wrong part TWICE. Now it is impossible to contact them (no response). This is a $400+ piece of gear that is now useless

As an outdoor enthusiast, I value high quality products. However, these products don’t last forever such as tents or inflating mattresses. On my cycling tour around the world, I’ve had issues with my MSR tent and Therm-A-Rest mattress. Both items I have been using many times for a few years. The customer service reacted promptly to my emails and sent replacement parts to given addresses. Knowing that I would receive support is crucial on long-term trips when you rely upon these products. The customer service is outstanding and I will surely buy further products in the future. Thank you so much for your support when I needed it the most!

Purchased snow shoes from them several years ago knowing they could be repaired. When that need finally came, I emailed them 3 weeks ago. No response. I finally had to find a phone number which they don't want to put on their website. The person told me they had 9000 emails which is why they hadn't gotten back to me but they are moving their repair shop to Reno for cheaper labor and aren't accepting any repairs till late December. Soo basically I'm just going to have to buy new snow shoes for this year so Cascade Designs can save some money on labor. Never trust these big brands ever want to stand behind their products and provide the services they say they will. I'm extremely disappointed in MSR / Cascade Designs

Absolutely disgusting service from the warranty department. Cascade are a huge let down and are causing a disservice to the brands they operate for. I can only echo the previous comments, I bought an expensive tent which quickly developed faults and the warranty department have simply decided to ignore me. This is unethical to say the very least! I have attempted, time after time, to resolve this amicably, all I want is for my tent to be fixed, as per the warranty but due to the lack of response, I have been forced to attempt to make a formal complaint but it appears that this shoddy set up doesn't have a formal complaints procedure and so I simply continue to be ignored and unable to exercise my warranty.... truly unacceptable... I can no longer recommend any of the brands that fall under the Cascade umbrella.

Please further note that the tent in question had previously been sent back to Cascade for repair last year - they claimed to have made repairs, however, this was clearly not the case when the tent proceed to collapse on me in the mountains. I had asked Cascade to confirm what had been done to fix the tent when I recieved it back as it appeared nothing had been done and they replied to say 'we don't know'... Clearly nothing had been done...

I can only recommend that if you are having similar issues that you proceed to report this to MSR direct and also that you consider reporting the same to trading standards. It is not acceptable to be sold a product with a guarantee to then not be able to exercise said guarantee...

@hiker_heather