Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been having an issue with a water filter I purchased and submitted a claim over a month ago. I have not heard anything back in any way.

  Business Response

  Date: 06/12/2025

  Thanks for reaching out to us. Apologies for the wait, we will be following up with you shortly via your submitted ticket to us to ensure we help you get the issues with your Miniworks water filter resolved. Thanks so much for your patience, we hope to get you set up quickly and back out on trail!

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a platypus foldable wine bag/bottle. First time I put liquid in it squirted out of a gap in the seam of the bottle. They have no email address They have no phone number They have no online chat I have messaged them twice over the last few weeks through their online form, no response at all, total ghosting. Extremely disrespectful way to deal with customers who bought their products in good faith.I just want them to replace the bottle, I offered to send them the old one so they could learn what went wrong with it. Its not a lot of money but its the principle, you don't just ignore your customers after you get the money. I used to think they were an upstanding company in the outdoor industry but I'm feeling like I'm being scammed by a 2 bit fly-by-night sham operation.

  Business Response

  Date: 06/09/2025

  Thank you for being in touch with us! Our records show we replied with a follow up to your email in to us. The email address associated with your name had 'gmx" in it if that was perhaps a different email address than you regularly use? If you follow up there we are happy to warranty this for you. We look forward to getting this resolved as we can see why this would be a frustrating experience with a new product. 

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I just emailed you a video, two photos and the email you sent when I purchased the product. 

  *********** *****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On feb 24, two months ago, I submitted a request for parts on a tent pole for an expensive tent I purchased from them. I had to submit that request because, as far as I could tell, the company does not sell those those parts without contacting the warranty service. I have received a single Email from automated systems confirming this message was received, and nothing more. I have attempted to contact them via social media to resolve this, and have received no reply. Support and repair is part of the brand. It's the reputation they have cultivated. It's what friends told me when I was new. MSR could be trusted. Their products are fragile like all of the gear in this industry is fragile. The worth of a company is not in the durability of the gear, but how they view their obligations to the customer after purchases. From the get-go, even attempting ask for parts was maddening. Many hyperlinks in their FAQ's were broken, and often they were the hyperlinks that I needed to actually contact them. Making things worse are the fact that the only way to contact MSR is by using the systems the Hyperlinks were supposed to point at. They don't put their number out there, or their emails, and they don't take calls on either. Crickets on my request for support. Crickets on the message I sent them on social media. No way to call them. No way to email an actual person. People I talk to suggest I could be waiting as long as a year. *** seems to feel that, despite their promises and branding, their obligation to me as a customer ended the second I clicked 'buy'. They promised reparability, and yet somehow I have been waiting for over two months and counting just so I might have the privilege of them telling me they may or may not sell me a part critical to the function of their premium product. Sell me the stupid part, please. This is not a cheap product you toss and buy a new one when it breaks.

  Business Response

  Date: 04/25/2025

  Thank you for getting in touch with us and we deeply apologize for the experience. We're working to get these links redirected after a hosting shift on our website. We will ensure someone reaches out to you directly by email to get this resolved. Thank you again for being in contact. 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially contacted Cascade Designs on January 25, 2025, regarding a warranty replacement for a defective product. After receiving no response, I followed up via email on February 10 and again on March 24both without any reply. The company does not provide customer support via phone, nor reply to emails.The item I am requesting to have repaired or replaced was itself a warranty replacement for a previously defective stove. Unfortunately, this replacement product is also non-functional. I am requesting timely communication and a resolution to this ongoing issue.

  Business Response

  Date: 04/14/2025

  Thanks so much for getting in touch with us. We deeply apologize for this negative experience and can understand how it would be extremely frustrating. We are getting caught up and we will reach out to you via email shortly to ensure this gets pushed to the top. Thanks again, we look forward to getting this resolved for you. 

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an MSR Habiscape tent with a 3-year warranty on August 31, 2024. The rain fly had an issue that was covered under the warranty (several tears) and I submitted a warranty request online detailing the issue and submitting photos on November 21, 2024 (warranty request #********). I then received a form email indicating that my request had been received. That was 4 months ago and I have heard nothing else from the company. The email I received included a phone number but no one answers or responds. Likewise no one responds to the email address, and there is no other information available online for contacting the company. I believe the company is engaged in fraudulent activity regarding its warranty services, as I have seen many similar complaints online. I would like the rain fly replaced (since at this point it is camping season I do not want to wait for a repair job).

  Business Response

  Date: 04/07/2025

  Thank you for your contact. We deeply apologize for the wait. We will reach out to you via email to get this squared away for you - thank you so much for your patience. We look forward to getting this resolved for you. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23166624
  
  I am rejecting this response because: The business emailed me suggesting I pay $200 for a replacement rain fly, but I have an outstanding warranty claim for this item, which means it should be repaired or replaced at no cost to me unless for some reason the claim is denied. The business's email made no mention of this, and I have STILL, after 4 months, not received ANY response to my warranty claim. When I submitted my claim, I included photographs and a simple explanation around what happened. If my claim falls outside the terms of the warranty, then they should have let me know and explained why so I could have moved on. If my claim is within the terms of the warranty, then they should cover it. What is so difficult about simply responding to the claim? In any case, after receiving their message I emailed them back explaining why their efforts were not acceptable, and I received no reply. As far as I can tell there is no way to reach them accept through BBB complaints. This is simply not acceptable and in and of itself represents a breach of our warranty agreement. I intend to continue to escalate this issue until I received a satisfactory response from the business.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/16/2025

  Thank you for reaching out. We understand your frustration and appreciate the opportunity to clarify. ***'s 3-year warranty specifically covers issues that arise from manufacturing defects. In this case, the damage to the rainfly appears to be the result of usespecifically, the tent being blown over or tipping in the windwhich unfortunately falls outside of the warranty coverage. That said, we want to help however we can. We're still happy to offer a replacement rainfly for purchase and can assist in getting that to you as quickly as possible. Please let us know how you'd like to proceedwe're here to help.

  
  

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning of November, 2024, I purchased an MSR Hubba Hubba 3 backpacking tent from a nearby retailer. I used it for the first time later that month, and the product proved it was failing (it is supposed to be waterproof, there was so much condensation in the tent that everything was covered in water). When I returned from my trip, I left my first warranty claim (11/27/2024). To this day, the claim still has not been resolved, nor has anyone from the company reached out in any way. After this, I tried using the tent again, only to be met by the seams falling apart already. I had to use tent repair tape to put it up, keep in mind this is only the second time its been used. I filed another warranty claim (1/24/2025), reiterating the first claim as well as the addition of failing seams, and have not gotten a response from them there either. Since then, I have sent a total of five emails inquiring about my claims, all of which have been ignored. I tried calling their customer service line four times, but all you get is a recorded message saying they do not accept phone calls. Now, in addition to all the other problems with the tent, the poles have failed due to how they were designed, meaning I spent hundreds of dollars on a tent I got to use twice, and that failed more than twice. I find the complete absence of a response from them unacceptable, and wish to have my tent replaced with one that works as it should.

  Business Response

  Date: 03/28/2025

  Thank you for being in touch. We can see how frustrating this has been. You have our sincere apologies. We can see that you're now working with someone on our team who will get this resolved for you. We appreciate the opportunity to make it right. 

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  refuse to honor warranty by not responding to numerous requests

  Business Response

  Date: 03/28/2025

  Thank you for being in touch with us here. We can see that you have had a number of contacts that did not receive a reply, and we are deeply sorry for this. We will be reaching out shortly to ensure we can get this resolved for you. We have encountered some major IT transitions that caused us to fall behind. You have our sincere apologies for the delay. 

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an MSR hubba hubba 1 person tent about 6 months ago, it has been deployed less than five times in total, in a recent routine setup, One of the Syclone carbon composite poles broke right at the joint, I went to Cascade designs website and filled out warranty replacement and repair form for the tent pole giving detailed information and pictures, it's been over two weeks now, and I have yet to hear back from them about my issue other than the automated email response, I tried reaching out to the customer service phone number, however this number is a dud when you select any option to speak to a real person, they just give you an automated message saying that they do not do customer service requests over the phone Even though that's what the phone number specifically states it's for After reading reviews online, it seems that customer service at ********************** is almost all completely non-existent.They're not honoring their warranty commitment.I'm submitting this request as I would like to be able to get a warranty replacement on my syclone composite tent pole for my MSR hubba hubba one.Thanks

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us. Unfortunately we are a few weeks behind, and playing catch up! You have our sincere apologies for the wait. This definitely sounds like something we will be happy to warranty for you. My hope is to assure you we will take care of this and will honor the warranty. We will be reaching out via the ticket you created with us shortly. Thank you so much for your patience - we look forward to getting this resolved for you. 

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted MSR / Cascade Design on September 8th 2024 about the warranty service. My tent had broken less than 2 years after buying it. Since I sent the request for repair on their website, I havent been contacted. I tried to call their number (only given on chat groups) but the number only transfers the call to an automatic voicemail saying they dont take phone calls and to just sent an email (at which they never reply). I looked on the internet and unfortunately, I am not the only one that had this problem. I am really disappointed. My tent cost me 800$ and MSR is not honoring their warranty service.

  Business Response

  Date: 03/21/2025

  Thank you for reaching out to us. Weve assigned this for follow-up and will gladly assist. We'd also like to deeply apologize for the wait. Someone from our team will be reaching out to take care of the details. We understand this situation has been frustrating and truly appreciate the chance to make things right. Thank you for your patiencewere looking forward to getting this resolved this for you. 

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a tent purchased in 2018 and used about 8 times, there is issue now with the poles cracking. I have contacted Cascade Designs to try to get some replacement pieces for them, and the company does not respond to emails through their support portal, and there is no option to call and speak to someone. I have sent 3 emails in a month and received only an auto-generated reply. Their website extols the virtues of their products, and support when needed, and the desire to keep their gear out of the landfill, however, they have apparently abandoned all customer support while continuing to sell their products with a false sense of security. I dont even expect free poles, I I just want to buy 2 pole sections to replace the subpar poles that came with the tent, so I dont have to throw the whole thing out. They do not fulfill any kind of customer support role even though they claim to on their website, yet continue to sell their products to consumers, leaving them abandoned and lost at sea when the products break down. They leave their customers hanging out to dry. I just want to replace the poles sections so I can continue to use the tent, since they claim they offer them on line, but clearly its a lie.

  Business Response

  Date: 03/19/2025

  Thank you for getting in touch. Weve reviewed your request and see a reply was sent by someone on our team on Monday, the 17th. You have our sincere apologies for the long wait time. We look forward to hearing back from you via the email with our team to rectify this. We understand this may have been frustrating and appreciate your patience as we work to resolve this for you.