Cascade Designs, Inc.Reviews of cascadedesigns.com

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

Awful warranty service from their Irish subsidiary. I had a fast turnaround on my items, but one was delivered to the wrong address at which point Cascade Designs decided to ignore my emails and not help. They led me to believe the second item had gone missing, but again they ignored my emails and did not help. After several stressful days trying to get to the bottom of this, the package turned up. I'd asked Cascade if they'd shipped it separately and if so if they'd share the tracking number but that was one of the emails they ignored. A simple reply would have helped a lot. After this I won't be buying any more products from any of Cascade Desgins' brands.

It's the second time I've had the pleasure of dealing with these guys. Super helpful, and super quick response time