Cascade Designs Inc. Review

I called about an issue my Hubba NX was having. Last season the wax started stuffing off the tub seams. The tent is 5 years old, well used ( Colorado Trail and Collegiate West completer) but in perfect shape. I keep all my backpacking gear inside my home, always climate controlled, so heat wasn t an issue. My request was What is the best way to clean the wax from the floor of the tent To my surprise, the rep stated that should not have happened and started the process to send me a replacement. I called while in Colorado backpacking around, Maroon Bells and Breck area. When I got home, the tent body had arrived was waiting on me. Great to deal with a manufacturer that build a fantastic product and stands behind it! Customer for life!
David D
Fort Worth Tx

I had a great experience with Cascade Designs! I sent my Thermarest sleeping pad in for repair and when they weren't able to fix it they sent me a brand new replacement. Even when my package was stolen they went above and beyond and sent me a second replacement! So happy with their service and can't wait to use my new mattress.

I sent a 5L bag back for pinhole repairs and received a completely new bag!! What a great company to work with! Thank you!!

Fantastic snowshoes (MSR Ascent)
5 stars

Customer service, shipping, being truthful, following through on commitments, total failure.
0 stars

Customer Service blew my mind. I wanted to know details about which replacement straps I should buy for my FOURTEEN YEAR OLD snowshoes (from MSR) and received excellent customer service. I mentioned that I would have liked to have upgraded my snowshoes to the Ascent but they seemed to be sold out everywhere, maybe due to covid. He told me that they hadn't done their production run this year, it had been delayed because they turned their manufacturing plant into producing stuff for covid related deficits, some sort of PPE something or other. He said to select the box on the website that asks to be notified when it's back in stock. I did and just now ordered my snowshoes. I'm optimistic they might come as quickly as my straps came (they arrived within days, they shipped out of Kamloops (I'm in Canada). Maybe I can use them this weekend, we'll see. But my old ones work fine, now that I've replaced the straps. I LOVE this company.

What an amazing company! The thermarest is so comfortable and lightweight, it's the perfect pad to pack! My rest unfortunately had a small leak but the customer service team was able to replace it with no issues. They were so kind and helpful especially William Beard. He was amazing! Thank you! Our family will always choose their hear!

Amazing service. Mind blowing turn around. Incredible effort to get my pads healed and back on the trail.

Great experience. Gentleman at the repair desk was approachable, friendly, and informative: replaced my defective sleeping quilt. Makes me a loyal customer for sure!

Best. Experience. Ever. I walked into the office door of Seattle s Casade Designs and a clever, helpful women greeted me. She was gracious and had lots of ideas. She put my two MSR Hubba Hubba tents (the waterproofing on the flys had separated and were tacky/sticky) into a plastic bag. Then informed me that the staff would get back to me with a solution in a day or two. The next day, Chuck called me to say that Cascade Designs would be replacing both tents with the 2016 model. Woo Hoo!!! I was thrilled. Am a fan for life of these folks. And oh, the tents were purchased in 2004, but did not hold up to the guarantee, and the staff agreed.

Cascade Designs is a great company to work with. They are helpful, informed and they stand behind the products they sell.

Had a msr reactor stove that was 3 years old and well used. Sent in for repair and all emails were prompt and stove shipped back pretty fast even with all this COVID-19 lowdown. Great customer service.

Good products, but their warranty department is really slow.

One of the best customer service experiences I have ever had.

I talked with William Beard and had one of my best experiences of customer service in a very long while.

Air mattress failed and I got zero help from "customer service". If you want gear that works DO NOT spend your money here.

Really? $17.50 to ship a .8 ounce plastic cap to California?!? No thanks. Nice way to rip off a customer.

Man I can't say enough about the customer service I received today! Absolutely stunned at how I was treated. In a good way. The guy I talked to on the phone William was more than helpful and was even able to get me some expedited service since I was leaving for another trip in 2 days. I'm extremely glad I have so many msr, packtowel, and thermorest products. Nothing like buying local from a brand that completely stands behind their products and customer experience!

Great wood. Looking for a special need fir a bathroom remodel. They had everything I needed to see plus more than I was fully expecting.

Their MSR Snowshoes are absolutely the best, I have them for many years now and I would buy any equipment this company makes. It s the best!

Tried to contact their customer support multiple times looking for advice how to fix our MSR stove which stopped working while we were travelling. Still havent received a word in reply. Dont buy anything from a company which lets you down when you need help with their products. There are plenty of good manufacturers these days and I will buy my next stove somewhere else.

Wow, I am completely amazed by the customer service I received from Cascade Designs. A few years ago I purchased one of their MSR tents from REI. A while ago I pulled it out to use it and found that the waterproof coating had melted and glued the tent to itself! I called Cascade Designs to see what the cost would be to repair it, if that was even possible, and instead was offered a completely new tent! I sent them a video of the issue, and my replacement tent was on my doorstep shortly after. I will say that it took several follow ups to actually complete the replacement, and I had to get someone on the phone as their response to email was spotty. Also, I love the MSR tents, very lightweight for backpacking (though I wouldn't use it during a rainstorm, can leak a bit). I've used my MSR from the Gobi desert in Mongolia to the mountains in California, and it stood up well.

The Repair Shop a Cascade Designs is simply amazing. The staff there were friendly and knowledgeable. They worked together to help solve all my equipment debacles - even replacing something they couldn't fix without any shame or runaround. As I work with school groups, gear is often mishandled and/or lost; the team at Cascade Designs helped me with my every need. Ultimately, in the outdoor industry, it is essential that companies like Cascade Designs work to help repair instead of forcing us to replace / purchase new equipment. It is a company that puts their values front and center. I would recommend any of their gear, not just because it is high quality but also because as a consumer and costumer, I have always been well supported with maintaining and repairing my essential outdoor equipment.

Great customer Service! I bought the carbon Reflex 3 for a Thruhike on the PCT. After 2 Month they sent me a new Set of Poles and After 5 Month they gave me a new innertent cause the zipper were damaged. Really good Service!

Customer service hard to contact as there is a processing error when sending a note to Cascade and website has many bugs. No email to directly talk to anyone