Poor customer support, support dry and unwilling to help. I have bought an expensive Msr Hubba Hubba tent, which i am experiencing issues with. Customer support sent me a freaking DIY youtube video... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Had pinholes in my Thermarest air mattress, although I used this air mattress carefully and only twice. Sent to cascade designs repair, came back, still slow leaks. Sent again, pinholes fixed. After s... See more
Completely ghosted by Cascade Designs Warranty/Repair department. Initiated a warranty/repair request 2 months ago for equipment I use often. Received an automated email response: "We respond to cas... See more
Not sure what some of the other reviews are referring too but this is hands down the worst customer service experience I have ever had. Zero response since my first email, now at the two month mark, s... See more
Company details
Information provided by various external sources
Makers of Therm-a-Rest self-inflating mattresses, Platypus flexible hydration systems, SweetWater microfilters, Packtowl camping towels, SealLine dry bags, and Tracks staffs and poles.
Contact info
United States
- cascadedesigns.com
Awful warranty service
Awful warranty service from their Irish subsidiary. I had a fast turnaround on my items, but one was delivered to the wrong address at which point Cascade Designs decided to ignore my emails and not help. They led me to believe the second item had gone missing, but again they ignored my emails and did not help. After several stressful days trying to get to the bottom of this, the package turned up. I'd asked Cascade if they'd shipped it separately and if so if they'd share the tracking number but that was one of the emails they ignored. A simple reply would have helped a lot. After this I won't be buying any more products from any of Cascade Desgins' brands.
August 5, 2023
Unprompted review
Quick and helpful team
It's the second time I've had the pleasure of dealing with these guys. Super helpful, and super quick response time
July 17, 2023
Unprompted review
One of the worst customer service…
One of the worst customer service experiences ever! I have been trying to deal with an expensive tent that failed on first use since June of this year. The experience has been consistently terrible, demoralising and stressful. I thought a company selling such expensive products would care about their after sales customer care but this is not the case at all. As with the other 1 star reviews on here I would definitely avoid buying anything from this company.
June 28, 2022
Unprompted review
Quick customer service
Quick customer service and good quality products.
August 10, 2022
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.