MSR GearReviews of msrgear.com

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 The two screw version of the Pocket Rocket was never withdrawn from sale and the faulty products were allowed to remain on the market.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.

The main pole in my Hubba Hubba 2 person tent was unusable after only 4/5 times of light use. The silver connector had disappeared into the black pole as the rubber washer had come off on not one but two poles. I was shocked considering the price and the claims that it was built to go into the wilderness in all weathers etc. Thank feck I was only in the new Forrest. Had to spend one night outside and got badly bitten. I have contacted them via the route on their website but heard diddly squat back. Reading the other reviews this seems to be standard. So, cheaply made, badly designed, overpriced with zero customer services in sight. They should be done for false advertising.

If buying from MSR please be aware that their warranty is garbage. I mailed in 3x msr dragonfly fuel pumps in august 2020. Called in sept and oct to check on progress. Said they hadn’t got to it. Called in November and they said they would only replace one. I said ok, asked if I needed to do anything else, said no. Come January 2021 I call again, 6 months later and the guy said oh we forgot to mail it out. No apology, no follow through and no communication. I have always bought msr, but I will be buying from others no.

If you need an overpriced defective product which will break sooner then you count to 3, and totally inexistent customer service go ahead, buy MSR. Or buy similar quality product from AliExpress and save half of a price. You most probably won't get good service but same with MSR. One of my pole connectoros have died on a 3d day of use with no reason I can see. I just packed it and unpacked on a next stop. Connector wasn't there anymore. If it's user error then you should be really careful with it, they are super fragile. And there's no included repair package which you can find nowadays even in cheapest Chinese tent. It happened almost a month ago. MSR was notified. Then when I returned I brought tent to the store where I bought it, they also contact MSR. No reply to any of inquiry. Overall I happy with a product, a made a hot fix with a duct tape and it stood well even in the harsh wind. MSR pocket rocket worked also well. That's why 2 starts, not 1. PS. Updated it to 1 because find out that this company doesn't provide you any warranty at all. A lot of complaints on that point in FB reviews and other publics.

I ordered this tent online, having only seen the reviews and demonstrations on the MSR site. I was not disappointed. The tent is everything it claims to be, lightweight and very easy to put up and pack away. I managed to put the thing up in less than five minutes with no cursing, something my daughters were amazed about. The whole thing packs neatly into a compression sack; I'm looking forward to years of adventures with this tent.

Flexi 4 pot set Rather costly but well worth it. Had for a while and great space saver when it comes to camping ⛺️ Well made and a better choice than other high priced pot set systems Only bit that was missing is a frying pan which I got separate.