Cascade Designs, Inc.Reviews of cascadedesigns.com

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.