MSR GearReviews of msrgear.com

I invested €736 in the MSR Carbon Reflex 3 V4 tent for long distance treks. Unfortunately after the first night in the tent, the floor and the upper canvas tore in several places. In addition to having been very annoying during the rest of our trek, our tent is now no longer usable because it is no longer airtight and has become very fragile. When I returned, I called the after-sales service of the Hardloop site. I requested to benefit from the legal guarantee of conformity since the tent did not conform to the description given on the site. It was said to be robust and ideal for long-distance treks regardless of the terrain. However, it didn't even hold up to normal use overnight. Unfortunately the Hardloop site turned a blind eye to my request. I also contacted the MSR France reseller as well as the official seller in the United States who unfortunately reacted in the same way. I was clearly scammed by this website but also by the MSR brand. I am still shocked by their reaction since MSR is a brand that was more than recommended to me when making my choice of tent.

My whisperlite backpacking stove just broke on the fourth day of my 8 days camping trip in autonomy in Patagonia. I was in very bad conditions. Not worth the money for the poor quality

I ordered a couple things from these guys and a month later I’ve not received my order. I emailed the shipper in Singapore and the email was returned as undeliverable. No response from MSRgear.com either. I was ripped off.

Cascade warranty have my tent, have proof of delivery and now saying they dont have any record of it! Look up the address from royal mail and to my surprise its the same place as instructed to send it too. Constant push backs and ignoring emails. Delivered 2 months ago! Tent poles broken in multiple places, all the seams falling apart, pretty much disintegrated. Do not buy the Hubba Hubba. Worst tent ive ever owned with little use with a hefty price tag id rather build a shelter out of bin bags and use my hiking poles. Prob last longer too!

I had an MSR tent that has seen very limited use and was produced within the last six years start to the laminate at key points in the fly. On the same trip this past weekend a pair of MSR TR3 trekking poles had a major issue when on my return trip I saw that a plastic Lexan cap on top of each pair had either broken completely through exposing a very sharp piece, that for the life of me, I have no idea what it does and I use to work in the industry, poke through and damage a glove. The other trekking pole cap is beginning to have the same issue after only 3 to 5 uses. I called MSR which are used to have the best warrantee in the industry, and they told me that oh your tent is going to break down that’s just part of the issue. I explained that I’ve only used it a handful of times and I’ve been away at med school so this has been a temperature controlled closet after I meticulously take care of my year for the last four years. They told me that I could send it in for warranty repair but that they would do just basically what I can do at my home. When I asked if that would void the warranty they said yes. So I said basically you’re just telling me to do this myself after paying $450 for a tent and they said we don’t make that fly anymore so you’re Just out of luck. In regards to the trekking poles they stated that they don’t make these pair anymore so they can give me a significant discount of 20% off a new set of trekking poles. I said no these are covered under warranty this is a defect that is well known on the Internet. The head of warranty who I was speaking to told me you’re right but you’re not gonna get your trekking poles in a timely manner without taking this offer. Basically I’ve never seen a company outside of mountain hardware right after they were purchased by Columbia do such a horrible job making their customers buying extremely expensive backpacking gear feel like they have to beg for forgiveness to get treated well.

One of the worst customer service experiences ever! I have been trying to deal with an expensive tent that failed on first use since June of this year. The experience has been consistently terrible, demoralising and stressful. I thought a company selling such expensive products would care about their after sales customer care but this is not the case at all. As with the other 1 star reviews on here I would definitely avoid buying anything from this company.

Just got my new MSR Elixir 3 tent and discovered that one of the zippers are missing “teeth”. Most likely this will be an issue over time, as it is in a place where there is tension on the zipper. I was offered a repair, but that is not ok, as it is a fail from their production. Poor customer service. My next tent will not be from MSR

I bought an MSR "Pocket Rocket" camping stove which served me very well until one camping trip the metal stem became loose while I was boiling a pan of water. It overbalanced and spilt, causing a severe scald on my foot. My holiday was abandoned. After three weeks of limping, bandages, hospital visits and pain killers it finally healed. I sent eight e-mails to MSR who passed the buck to "Cascade Designs", who, I was informed, are the "parent company". I sent a costly registered letter to their CEO in Ireland. No reply. More phone calls and still nothing. After a bit of digging it turns out that the Pocket Rocket I had bought was a production anomaly in that it had only two screws to secure the stem. All later models have three. That is why it became loose and tipped, causing so much inconvenience, expense and discomfort. The two screw version of the Pocket Rocket was never withdrawn from sale and the faulty products were allowed to remain on the market. I bought mine from "The Climber's Shop" in Kendal. Hardly a word of apology from either company let alone any offer of compensation. The MSR website, besides containing lots of worthy sounding sentiments about "engineering solutions for a healthier world", used to have customer reviews of the Pocket Rocket, on which at least four other people had expressed their safety concerns about the loose screws. Shortly after I had contacted MSR about the matter, the reviews suspiciously vanished. Over a year on and I still haven't been compensated for my pains. It's a shame that a highly successful international company, who's very name trades on their reputation for the safety, should treat one of their customers so disgracefully.