Cascade Designs, Inc.Reviews of cascadedesigns.com

I am extremely disappointed with the warranty support from Cascade Designs. I had a bag fail where the locking straps go in, rendering it useless under normal use. Despite the defect being a clear manufacturing/structural failure in a high stress area, they completely refused to honor their warranty and cover or replace the item. When you buy premium outdoor gear, you expect the company to stand behind their products when they break. Instead, I was met with poor customer service and a dismissive attitude toward a legitimate warranty claim. Save your money and buy from brands that actually honor their warranties when their gear fails.

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.

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.

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.