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:03/01/2025

  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.

  We (my wife and I) bought 2 Therm-a-RestNeoAir XLite NXT MAX ******** Pads on February *******. They have delammed and we requested repair/replacement in November 2024. We have recieved auto responses, but no actual communication or resolution. We have tried many times to reach cascade designs but is virtually impossible. Never have managed to talk to a person. This has been our worst experience **** customer service we can recall. Any help with our issue would be greatly appreciated. 3 months seems way more than adequate to resove our issue

  Business Response

  Date: 03/03/2025

  Thank you for getting in touch. Weve reviewed your request and have assigned it for follow-up. A replacement for these will be provided as this is in line with what we would cover under our warranty. An agent will be reaching out through your ticket to assist with the next steps. We understand this has likely been very frustrating as you've awaited a response. We appreciate your patience as we work to resolve this for you.
  
  

• Initial Complaint

  Date:02/11/2025

  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.

  3 weeks ago I purchased the ProLite Apex Sleeping Pad for such a high price ($144.95) relative to other sleeping pads because of the warranty that was promised on manufacturers defects. After only 3 weeks and sleeping on it a handful of times, the sleeping pad I purchased has a massive bubble that formed in the middle of the night while I was sleeping on it. The air pressure violently and quickly created the bubble at the head area and literally shot my head up while I was sleeping, putting a kink in my neck. Now there is no air pressure in the body section and large bubble at the head. After submitting a request for warranty I have not heard back from anybody and am afraid I will not hear back from anybody for months because there are so many other complaints from other customers that have not heard back. I am going camping again in a few days, and any other company with a good warranty would just send me a new one - but I fear I'll be waiting for months to resolve this and have to go spend a bunch of money on another pad in the meantime... which is a waste of money because I don't need 2 pads. If I could either get my money back or get my warranty fulfilled as promised by the product (and quickly), that would satisfy my complaint.

  Business Response

  Date: 02/12/2025

  We appreciate you contacting us. This request has been assigned for follow-up, and well be happy to process a replacement for you - we have are about a week behind on our Therm-a-rest cases and are playing catch up. This definitely sounds like something that would be covered under our warranty, as this should not have happened to a new mattress. One of our agents will reach out through your original ticket to assist further. We know this hasnt been an ideal experience, and we appreciate the opportunity to make it right! Thank you for your patience as we work on a resolution. 

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** *** promptly replaced my sleeping mat at no charge. The service was great and everything was resolved. I am thankful for how seamless it was. I find that this resolution is satisfactory to me and wish to remove my complaint.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/11/2025

  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 a Hubba Hubba 2 tent and have experienced issues with the tent stakes bending. I installed the tent stakes in a normal fashion, like I have done with dozens of other tent stakes, and they bent immediately, and with very little force. This was the first and only time I had set up the tent. I sent a warranty request in via the form on the cascade designs website, but have not yet heard back. I am requesting replacement stakes, preferably of a model that is sturdy and not known to be defective. My request is very simple so I believe we should be able to come to a quick resolution.I followed up via ********* and was told the case would be escalated, but I have not yet heard anything from Cascade. The lack of customer service is pretty alarming. I am nervous that if there is an issue with other components of the tent I purchased that I will have to go through this painful process again.

  Business Response

  Date: 02/12/2025

  Thank you for getting in touch with us. We can see that since this has been sent there's been correspondence with someone on our team and new stakes are on the way! We're glad we were able to get this resolved quickly. Please let us know if there's anything further we can help with. 

  Customer Answer

  Date: 02/13/2025

   
  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:02/05/2025

  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.

  Cascade Designs customer service department is unreachable and unresponsive.I bought this high end sleeping bad and it doesnt hold air. There is no repairing it because it delaminates and the only fix is to replace with a new er version. There is no way to contact the company. When you call, you get a message to fill out a form online. You get an auto response with a claim number bust after that nothing happens. I have sent several emails and there is no response. I began looking online redddit is full of customers that are having the same problem. I would really like to have my item replaced or repaired.Customers should know before purchasing ********************** **** products that they will not have any access to customer service.

  Business Response

  Date: 02/07/2025

  Thank you for getting in touch with us here. We have assigned this for follow up and will be happy to replace the item for you. One of our agents will be reaching out via the ticket you submitted to us to get this squared away. We can understand this has been a frustrating experience and want the opportunity to make it right. Thank you for your patience, and we look forward to getting this resolved for you. 

• Initial Complaint

  Date:02/03/2025

  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 a Platypus gravity filter water system and the clean bag as a failed seam which results in the water leaking out. I opened a case with Cascade Designs in Sep 2024 (##******), received an automated acknowledgement and then nothing else. I also left several voice messages (before they disabled the ability to leave messages). I opened a subsequent case (#******) over a month ago and still nothing.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out to us. Weve assigned this for follow-up and will gladly replace the item for you. Someone from our warranty team will be responding through your submitted ticket 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 resolving this for you.

• Initial Complaint

  Date:01/23/2025

  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.

  1/31/24 I purchased the following directly from the *** website:***WindBurner Duo Stove System Item Id: ***** Color: Black Size: 1.8 LTR Order #US5100192984 The item has a lifetime (of product) warranty. In September 2024, a part from the stove that should not come off has seemingly come off on a gas canister that was left behind after a backpacking trip since I had to fly home, and could not fly with a gas canister. The part that should have never come unattached is a brass bushing that goes inside the fuel line connector to connect to a backpacking gas canister. I did not discover this part missing until I was on my next backpacking trip, my stove is now completely worthless unless I can get a ***lacement part/stove. I have filled out 2 warranty forms and called *** and Cascade Designs customer service numbers, including a local one in ****, **. I have also inquired with several outdoor stores to see if there is an ***/Cascade Designs *** I could speak with - all to no avail. I have also inquired at hardware stores to see if this is something I could fix myself since I have heard nothing from the company. I have emailed the company on ********, and with any form of communication I could find online. Back in the fall, I received an auto-***ly noting my warranty case number, and that is it. It has now been nearly 5 months and no word from this company. I am at a loss for how to proceed. The stove had only been used a handful of times, and I only had it for around 7 months when it became unusable.

  Business Response

  Date: 01/24/2025

  Thank you for getting in touch with us regarding the issue and in getting a response. We will have someone from our ******************* reach out to get this resolved for you. It definitely sounds like a warranty issue, as that piece should not be backing out. You have our sincere apologies for the delayed response - we look forward to getting this resolved for you.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22850943
  
  Hi, i appreciate the response given by Cascade Designs that they would contact me-- i have not heard from them as they noted, so i would like to keep this case open until the warranty department reaches out and offers a resolution and i have a working product.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 02/11/2025

  I have not heard any communication from Cascade Designs on this - still waiting on any communication from them to move towards resolution - I still have a broken stove that needs warranty replacement

  Business Response

  Date: 02/21/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for any frustration this may have caused. We originally sent a response after your initial inquiry, but unfortunately, due to an unforeseen issue with our CRM system, it did not reach you. We now understand what caused the issue and have taken steps to prevent this from happening in the future. We appreciate your patience and want to assure you that we are following up again. You should be receiving a new response shortly, and we are happy to assist in any way we can to resolve your concern. Again, our sincere apologies for this. 

• Initial Complaint

  Date:01/13/2025

  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 submitted a repair request online at the end of November and received a submission confirmation with the following number #********. As of Jan, 13, 2025 I have not heard from the company regarding my issue. If tried multiple times as you can see by the uploaded documents. I have since learned from researching the company at the following link below that this is not an isolated case. Thanks for researching!!********************************************************************************************************************************************

  Business Response

  Date: 01/15/2025

  Thank you for getting in touch with us. We sincerely apologize for the delay in addressing your request and for any frustration this has caused. Upon reviewing your submission it's clear we did not meet the level of service you deserve. We will reach out shortly to address your email and ensure it receives follow up. 

  Customer Answer

  Date: 01/18/2025

   
  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:01/13/2025

  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.

  On Sep 6th 2023, I purchased from ****** a MSR Hubba Hubba 2-Person Lightweight Backpacking Tent and its original Footprint for a total of $413 and $42, respectively. The Cascade Designs, the owner and manufacturer of the *** products claimed to offer a 3-year warranty on its products, however their warranty service seems to be fake and fraudulent. I made a warranty claim twice on the same issue over the past three months while sending the pictures of the damaged area. No feedback as yet! No response to phone calls! I wanted this information about their fraudulent business practices and false marketing promises be available to potential consumers of their products. They dont stand behind their products quality.I used the above products only once for a 3-night light backpacking trip in late spring 2023. The footprint didn't withstand the weight of two persons each around 170 lb. It was ripped in many spots, the same thing happened to the tent.

  Business Response

  Date: 01/15/2025

  We sincerely apologize for the frustration and disappointment youve experienced with your warranty claim and product. As a company, we take pride in the quality of our products and the integrity of our warranty service, and we regret that we have not replied yet to your inquiry - we are currently working through a backlog. We are actively reviewing your claim to address the issue and ensure a resolution. A member of our team will contact you shortly to discuss your case and next steps. Thank you for bringing this to our attention as we are dedicated to assessing all warranty claims fairly.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22803983
  
  I am rejecting this response because:

   

  It's been close to 3 months since I opened two warranty claims on the same issue, but no feedback has been received yet. The company's customer service is not responding, Phone calls are not answered. I wouldn't expect such poor customer service/ resolution process from a so-called credible company.   
  
  Sincerely,
  
  ***** Etaei

  Business Response

  Date: 01/27/2025

  Thank you for getting in touch. You have our sincere apologies! In our system we can see one of our agents sent a reply to your case on January 15th. We will try to send the reply again via a new email thread in case this was not received. We look forward to getting this resolved for you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22803983
  
  I am rejecting this response because:

  As in their first response, the Cascade Designs made another hollow promise to get back to me for a resolution. It's been 3 months since I filed a warranty claim, but nothing has happened as yet.

   

  Sincerely,
  
  ***** Etaei

  Business Response

  Date: 02/07/2025

  We deeply apologize, we sent a reply on January 15th, but it sounds like it was not received. We had had a few problems with our new CRM and have heard from a few other customers that our responses were not received during a specific window of time. This issue should be fixed now, but we will reach out again via a different avenue to ensure you receive the reply. Thank you for your patience. 

• Initial Complaint

  Date:01/11/2025

  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 bought a pair of MSR Lightning Ascent snowshoes 2 years ago. Last spring, the footbed material broke. I've filed at least one service request with *************** (the parent company of MSR) 3 months ago and received an email from them stating they would get back to me regarding the replacement part. I've heard nothing else since. I have found out this is a common problem with the 'Lightning Ascent' snowshoes and that an upgraded part is available to repair the defects in the original design. I've tried calling Cascade Designs and the call always goes to voicemail. Emailing them does nothing.

  Business Response

  Date: 02/21/2025

  We appreciate you contacting us. This request has been assigned for follow-up, and well be happy to process a replacement for you. One of our agents will reach out via email to assist further. We know this hasnt been an ideal experience, and we appreciate the opportunity to make it right. Thank you for your patience as we work on a resolution. 

  Customer Answer

  Date: 03/05/2025

   I'm ok with the resolution proposed.  I'm not happy that it took them this long to do something about a simple issue and required me to respond over and over to the issue and include extra photos and even requested a video.  Our snowshoe season will be over soon.  

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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 ordered the tarp on July 27th, 2023. I had it malfunction on a trip in October 2024. The stitching started tearing all around the tarp. I have since sent multiple emails via their warranty request form. I have not received a single response or follow-up for over 4 months.

  Business Response

  Date: 02/12/2025

  Thank you for getting in touch with us here. We have assigned this for follow up and will be happy to replace the item for you. Someone from our Warranty Team will be reaching out via email from *************** to us to get this squared away. Thank you for your patience, and we look forward to getting this resolved for you.  
  
  

  Customer Answer

  Date: 02/18/2025

   
  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,
  
  **** *******