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:07/30/2025

  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.

  Hello,I have submitted a repair claim for a sleeping pad I purchased from Therm-A-Rest which I believe could be a warranty issue. The sleeping pad no longer holds air overnight, and I would like to either have my sleeping pad replaced by their warranty, or to have them repair it for a fee. This is what they offer as part of their service. I submitted this request back on July 10th, which I received an automated email that my claim had been received. However, I have not heard back from them at all. I sent a follow up email with an inquiry on July 21st, and I still have not heard back from them. I would like to facilitate the process of them taking my sleeping pad in for repair or replacement.

  Business Response

  Date: 07/31/2025

  We appreciate your reaching out to us, and you have our very sincere apologies for the delay in response. Someone from our team will be reaching out shortly via your submitted case in our portal to help get this resolved for you. We thank you for your inquiry, and for your patience while we play catch up!

  Customer Answer

  Date: 08/04/2025

   
  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. They have begun the process of replacing my sleeping pad. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/06/2025

  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 bought a pair of MSR snowshoes from REI. *** is owned by Cascade Designs. ********* have broken within the warranty period. On May 17, 2025, I filed a warranty claim via Cascade Designs online warranty form and included several photos of the product failure. I received an email from them apologizing for delays and nothing else. Looking online, it appears that Cascade Designs has terrible response times for warranty claims. My claim number is ******. I'm not requesting a refund; my understanding is that Cascade Designs has improved the design of these snowshoes and I prefer to receive a replacement pair. I could only fit one photo on this complaint due to file size limitations

  Business Response

  Date: 07/07/2025

  Thank you for reaching out. We will be happy to warranty these for you with proof of purchase. You have our sincere apologies for the delay - the summer months are our peak season of contacts. Someone from our team will be reaching out shortly. We look forward to getting this resolved for you. 

• Initial Complaint

  Date:06/27/2025

  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.

  I purchased MSR DynaLock Ascent Foldable Carbon Backcountry Trekking Poles on September 8th, 2024 from **********. I paid ****** USD before tax as the poles were on sale. The business committed to provide me with a 3 year warranty on the product.?After I went on a 4 day, ********************************************************************** the open position and after a few attempts to unjam them I submitted a support ticket to Cascade (#********). I was told that I would hear back in a reasonable time frame as support tickets are received and responded to a specific order. However, I submitted the support ticket on 11/29/2024 and have not yet received any response 7 months later. My father submitted a support ticket in a similar time frame and did not receive any response whatsoever either. After getting repeatedly frustrated, my dad ended up submitting an additional request by saying we would escalate if Cascade did not give us a useful response. Cascade responded by directing us to public information on fixing the poles when that is a route we have tried many different times. This response was not sufficient at all.I would like Cascade to replace my poles, not offer to fix them. I used the poles on 1 backpacking trip and they got stuck after that. Based off of the responses and support Ive received so far, I have no faith that a repair done by Cascade will be sufficient.The business has not appropriately tried to resolve my issue in a reasonable time frame or honor my 3 year warranty.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this to our attention. We sincerely apologize that this wasn't addressed in a timely manner - this is not the experience we aim to provide. This indeed sounds like warranty issue and we'll be happy to honor that. A member of our team will be reaching out to you via email shortly to gather any remaining details and ensure everything is taken care of. Thank you again for giving us the opportunity to make this right.
  

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23528174
  
  I am rejecting this response because:
  

  No one from the Cascade team has reached out to me yet to honor my 3 year warranty despite the fact that they said they would. I gave Cascade 4 days to reach out to me and make things right. Until I get a serious response from the company (to honor my warranty, the company's commitment) I will be keeping this open.

  I was previously a serious buyer and believer in the *** brand (I own therm a rest pad as well) but I will not be buying from them EVER in the future unless they help me resolve my issue.

  I never have made a complaint to the BBB before or about any other company. I have never in any capacity made a negative review of any product online before. That alone should tell you how irritating my correspondence (or lack thereof) with Cascade has been.

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

  Business Response

  Date: 07/11/2025

  Thanks for your follow up. Our records show we sent a reply on July 1st - perhaps it went to a spam folder? We will send you an additional contact with a screenshot of this, and ensure you get the support you need. Thank you for your patience. 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23528174
  
  I am rejecting this response because:

  Thanks for the quick response! I just checked my spam folder and regular inbox for a response from your company and was not able to find anything. I checked both July 1st and June 30th just to make sure there wasn't any weird east/west coast time funkiness going on. Was the email sent to ******************* Thank you!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/16/2025

  Thanks for your reply. We see that you're working with someone on our team now - please let us know through that conversation thread if there's anything else we can assist with. We will have our IT look into why the first response may not have been received. Thanks again for your patience, we're looking forward to getting this resolved for you!

• 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:06/03/2025

  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.

  I cannot get a response from what they cakk "support" as shown in attachments.

  Business Response

  Date: 07/03/2025

  Thanks for reaching out to us. From the attached images, it appears replies are being sent to a noreply email address - these are automated tracking email updates. To reach our **************** team, please submit a request to us via our customer support site available on our all of our brand webpages: **********************************. We look forward to assisting you and getting this resolved. 

• 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.