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:01/07/2025

  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.

  Hello,I am submitting this BBB complaint against Cascade Designs due to their lack of communication or fulfillment to their promise of backing their products. My warranty submission was made on September 3rd 2024 | #******** is my ticket number.Since submitting my warranty request there has been zero communication from the company regarding the state of their product that catastrophically failed while I was on a cold weather trip in ********** is now December 20th and I have received absolutely zero communication from Cascade Designs. I have tried to call in or live chat, they have no one to speak with. Which is absurd considering I have a winter rated product costing hundreds of dollars that I have taken immaculate care of that failed when I was camping at 5 degrees ***********'d think that they would stand by their products as they so claim, I've seen no evidence of this.If the matter does not get resolved I will be forced not to purchase from the company ever again and will inform my friends and family to do the same.

  Business Response

  Date: 01/15/2025

  We deeply regret the inconvenience and frustration caused by the lack of communication regarding your warranty claim. We understand how important reliable gear is, especially in extreme conditions, and we sincerely apologize for the impact this has had on your experience. Your concerns about our product and service are valid, and we are committed to resolving this matter promptly. Our team is prioritizing your claim and will contact you shortly with an update and next steps. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22716336
  
  I am rejecting this response because:
  

  I have yet to hear a response regarding my case from Cascade Designs. I am  disappointed that despite promises made to reach out, I have heard nothing.

  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/10/2025

  Thank you for getting in touch with us again here. We have discovered we had an issue with our new CRM that has since been fixed, but it appears the reply we sent on January 15th was not received. We will resend this to try to get this resolved as soon as possible. You have our sincere apologies for the this - 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.  
  

  Customer Answer

  Date: 02/26/2025

   Cascade Designs has failed to reach out since explaining their CRM error. I don't understand why the company can promise to deliver a response and then provide no form of communication. I am deeply disappointed and getting tired of waiting for a solution. This is not how you treat a valued customer.

  Business Response

  Date: 03/05/2025

  Thank you for being in touch again - we have sent another email to the address used to contact us. Please let us know if this hasn't been received - we are not experiencing any errors on our end with this currently, so we hope we can get this resolved for you and back out in the mountains! 

• Initial Complaint

  Date:01/06/2025

  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.

  I have purchased ******** Ascent Carbon Backcountry Poles - Orders Order L-CA4800183120. I have tried sending the company support emails to ask about the best way to return this as I have two return addresses for them.I do not want the company to say that the ************************************************************************************************************************* their support. Request ******

  Business Response

  Date: 01/10/2025

  Thanks for being in touch with us, and my apologies for the delayed response. We are happy to accept the return, even if it is a bit outside the window. 
  
  Please package the item(s) and send to the following address for our Canadian Web Purchases. Once received a refund will be processed within a few days. Thank you again,
  
  NRI Distribution: CDI Web Returns
  (Your Order Number)
  *****************
  Kamloops, ****************
  ******, V2C 6X2

• Initial Complaint

  Date:12/31/2024

  Type:Order 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 warranty request (#********) on November 1st for a pair of trekking poles that snapped and should be covered under their three year warranty. I provided a detailed description as well as photos showing the damage, and my understanding of their policy is that they should send me a replacement after giving me details on how to send the poles back. However, I have heard absolutely nothing from them since receiving confirmation of my request and any attempts to contact them have just redirected me to the same online form that they refuse to reply to. They do not field inquires over the phone. I only have a few more months within my three year window so I would like to process this replacement ASAP.

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to us here. We apologize for the delayed reply to the request you sent us via our service portal and can understand the frustration. This as been assigned to one of our Warranty agents and a follow up will be sent shortly to get this resolved for you. Thank you again, we look forward to working with you. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22750849
  
  I am rejecting this response because: Cascade Designs/MSR has yet to provide any correspondence regarding my warranty claim as promised. This complaint is not yet resolved. Cascade Designs is blatantly and intentionally failing to fulfill their guarantee. This needs to be resolved ASAP as it is a three year warranty period.

  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/28/2025

  Thank you for getting back in touch with us. We have sent two replies via the cases created with us (outside of this thread), one on January 10th, and again on January 24th. We are concerned that you may not be receiving our replies. We will send another via another means to ensure it comes through - it could be due to email settings, etc. Sending a new email thread now!

  Customer Answer

  Date: 01/30/2025

   
  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:12/30/2024

  Type:Customer Service 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've submitted a request for repair via their website customer service portal three times now since November 15, 2024 for repair on my Therma-rest NeoAir UberLite and I've only received an auto-response each time with no ************'s impossible to reach a human via the phone number I found elsewhere (not listed on their website) and when you click on any link that says "click here" to contact us, it goes to a page that says "OOPS! The page you were looking for doesn't exist". (I eventually found a way to access the repair request page by choosing the "Submit a Request" type at the top of that OOPS page).

  Business Response

  Date: 01/08/2025

  Thank you for getting in contact about this and we deeply apologize for the delay. We have recently changed our web hosting platform, and it looks like you have helped us identify an area where a redirect link is broken to our support page. Thank you for bringing this to our attention. We have forwarded this to our IT team to address. Additionally, we can see that someone on our warranty has been able to assist with a replacement product that you initially reached out about. Please let us know if there is anything further we can assist with - we value our customers and want to ensure you have a good experience with us going forward. 

  Customer Answer

  Date: 01/08/2025

   
  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. Indeed, they finally reached out and went above and beyond to replace the product with a brand new sleeping pad, instead of just repairing my current pad. I didn't want to complain to the BBB, but given the circumstances I really saw no other option. I'm happy if worked out.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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.

  On October 23rd 2024, i submitted a warranty claim / RMA request (#********) for my Therm-a-rest neoair Xlite NXT MAX. The pad was purchased April 2024. The pad has begun fraying at the edges after less than 10 nights of normal use. I included detailed description of the issue as well as attached photos. As of December 02 2024, I have received NO reply regarding this. There is no live chat or phone number to call - customers have to file a ticket and pray for a reply. This is the first outdoor equipment company I have had to file a BBB complaint about. I am very disappointed in Cascade Design's poor customer service. It seems that ********************** does not stand by their products. I hope this can be resolved quickly after this complaint, otherwise I will have to recommend my friends and family avoid their products in the future.

  Business Response

  Date: 12/04/2024

  We are very sorry to hear of the delay in processing this customer's warranty request - we can understand how frustrating this must be for customers that have been waiting for warranty assessment. Unfortunately, we are currently working through a backlog of cases. We fully intend to address this customer's concerns and process the warranty claim as we are proud to stand behind our products and provide a warranty replacement upon assessment of the issue if it shows manufacturing defects. We will be reaching out to this customer to follow up on their emailed inquiry shortly. We greatly appreciate our customer's patience while we are catching up and we deeply apologize for the delay.

  Customer Answer

  Date: 12/18/2024

   

  I would like to reopen this case, as I received a response last week requesting me to deface my sleeping pad to process a warranty claim. I replied with a photo showing the defaced pad on December 7, but have not received any response. I followed up December 9, but did not get a response.

  
  

  As my issue has not been resolved (the warranty replaced has not shipped, and there has been no reply AFTER I defaced my sleeping pad as per their request), I am not satisfied with their response. All I have at the moment is a defaced sleeping pad and no replacement (as they had promised to).

  
  

  If proof is required, please let me know and I will forward my email thread with them to you.

  
  

  Thanks for your help!

  Customer Answer

  Date: 12/18/2024

  I received a response from the business on December 12 after informing them I would be reopening the case with BBB. They advised the item had been shipped. I received the item December 16th. I am satisfied with their assistance and would be happy to close the case now.

  Thank you,

  *****

• Initial Complaint

  Date:11/29/2024

  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 the Mondoking 3D from REI on 11/15/2020. The sleeping pad is now delaminating and I am trying to process a warranty claim with the manufacturer (Cascade designs). It has been six weeks since I submitted the claim and have heard nothing from the company. When I try to call to inquire, they do not give you an option to speak to anyone or even leave a message, but rather they point you back to the web form. Additionally, I tried emailing the company, and the automatic reply again points you to the web form. I have never seen a company where it is literally impossible to contact a person to inquire about a service they claim to offer. I have seen many complaints concerning this issue from others who are trying to process warranty claims. It is very apparently they have no intention of honoring their warranty which amounts to fraud.

  Business Response

  Date: 12/04/2024

  We are glad you've reached out and want to apologize for the delay. We are currently working through a backlog of warranty assessment requests and will be reaching out to this customer shortly. We reply to these in the order they are received, and should be replying to this customer shortly. We can understand how this is a frustrating experience to wait to receive a response. We want to assure our customers that we do have a robust warranty and we stand behind our products for manufacturing defects. We look forward to assisting this customer with a resolution. 

  Customer Answer

  Date: 12/06/2024

   
  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.
  

  Note that I believe they are only taking care of my claim since I filed this complaint with BBB and in user there are many customers waiting for responses to their claims and are not receiving them. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/24/2024

  Type:Delivery 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.

  Ordered an MSR access 3 person tent. The tent poles broke the second time the tent was erected. I contacted the company 48 hours after receiving the tent to report the issue. I filed a warranty claim. I received an email saying I would be contacted in order. I left voicemails. On October **************************************************************************************** from warranty. The return was accepted. It cost me $80 to send the tent back. It was signed for by dock employee on 11/14. Crickets. Still no one has contacted me and I have not received a refund.

  Business Response

  Date: 12/04/2024

  Thank you for submitting this notice to us so that we could take action and respond. It's always unfortunate to hear of a situation like this where it seems like everything that could have gone wrong, did. We have have reached out the customer by email directly and processed this return/refund. In situations like this we want to reassure our customers that we will do our absolute best to make it right and close loopholes to ensure it doesn't happen again. Behind the scenes we will work to makes sure this isn't a repeated experience for our customers. 

• Initial Complaint

  Date:01/11/2024

  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.

  A lifetime warranty means nothing in their numbers game. I have been through five thermarests, and they all delaminate and bubble. This is unacceptable. My original thermarest went aroung the world 4 times, lasted for 20 years, every other one, a total of 6, all delaminated. This company needs to be spanked.

  Business Response

  Date: 01/16/2024

  Again, you have the wrong contact person at Cascade Designs. Could you please forward the complaint to ************************* at ***********************************************? Please also update your contact information for Cascade Designs with *****'s information. This was requested earlier in 2023.

  Thanks,
  ****

  Business Response

  Date: 01/17/2024

  Hi ***, 

  I am sorry to hear your frustration with the Trail Seat. I was able to see that you have recently contacted our customer service team with your request as well. Our **************** team is happy to help and will follow up with you directly. 

  All the best, 

  ************** 

  Cascade Designs

  Customer Answer

  Date: 01/18/2024

  Hi,

     Cascade has contacted me, apologized, and are taking care of the problem, so everything is good, you can cancel my complaint.

                         Thanks,  *******************

• Initial Complaint

  Date:03/30/2023

  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.

  St Margarets ordered me a varilite wheelchair seat cushion from Blackburns pharmacy in August 2022.I had the cushion for not even a month and it was losing air. Called Varilite. Sent them pictures and explained to them the problem I was having with the cushion. They send me a repair kit and an replacement seat cushion. The repair kit didnt work. For awhile now I have been using the replacement cushion and its doing the same thing the first one did. The representative from varilite told me to mail the cushion to them and they would look at it. I only have one cushion. Told me to contact ********** and see if they have a demo cushion I could use. I dont want a cushion that several people have used. I dont feel safe. They also told me to contact ********** and they should stand by the products the sale. ********** told me they can send me a repair kit. The repair kits dont work. I am wheelchair bound. I want a cushion that doesnt lose air. I want a better cushion than want I was given.

  Business Response

  Date: 04/07/2023

  Hi ****, 
  We are so sorry to hear about your experience and want to make sure that you are taken care of. I can see that our support team has been in contact with you and is currently sending you a 2nd replacement cushion. If you need any further support, please be sure to reach out and we will be happy to help. 
  All the best, 
  *************************

   

  How we've handled the issue: 
  Salesforce case for reference: *****************************************************************************************
  **** initially contacted us on 12/21/22, she didn't know what kind of cushion she had or the issue and was not willing to send the product in for evaluation. Our team immediately sent her a patch kit, reached out to the company that she bought the product through and worked with them to go back through their records to find her cushion. We then sent her a replacement cushion. **** then reached out to again this week after submitting this BBB complaint, and yesterday we sent her a 2nd replacement cushion. This means, **** currently has 3 cushions. We've set expectations with **** that if there are any future issues, we will need to evaluate her cushion before sending replacements. 
  

  Customer Answer

  Date: 04/10/2023

  I got an email from *******************************. They are sending me a new cushion