Cascade Designs Customer Service

[trouthunter1106]

Does Cascade Designs have the worst customer service of any outdoor brand(s)? Asking for a friend.

 

[TX_Diver]

Cascade designs being thermarest? Yes…

Had great experiences In the past but my latest with a leaking air mattress has been awful

 

[Dos Perros]

Someone on here (I think it was Cascade?) had better luck reaching out to their Instagram page.

 

[mtwarden]

They (CD, MSR, TR, etc) used to have really good customer service, but my last couple of interactions have been less than stellar. Not sure if it's the REI effect; where it was very good, then too many people wanted a new (insert product here) that were 15 years old and they were forced to change their warranty or something else???

 

[Turkeygetpwnd38]

I was the one that posted about it recently. In previous years, their customer service was great. Recently, only way I could get a human to respond was through instagram, then they got me squared away. Claimed they are implementing a new CS system and some fell through the cracks.... even though I'd been trying to contact them for months. Instagram/Facebook DM Might be worth a try.

 

[timbernomad]

I haven't had a good or bad experience with them. I just remember they used to have a stellar reputation. It's a bummer to hear that's changed.

 

[fatbacks]

I submitted a customer service request and it took them over a month to get back to me. I finally just gave up on and then randomly heard back from them over a month later. Problem resolved, but man that is some crappy response time.


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[InkedElkSlayer]

Yes.
I got through the pro deal process quickly… Then I tried numerous times to order 2 sets of snowshoes. I literally couldn’t order them via their pro deal process. I reached out to CS numerous times. They literally wouldn’t/couldn’t order them.

 

[trouthunter1106]

Someone on here (I think it was Cascade?) had better luck reaching out to their Instagram page.

Unfortunately, I don't have the Instagram. But I've heard being put on blast publicly will usually get someone motivated to address the issue.

 

[trouthunter1106]

I was the one that posted about it recently. In previous years, their customer service was great. Recently, only way I could get a human to respond was through instagram, then they got me squared away. Claimed they are implementing a new CS system and some fell through the cracks.... even though I'd been trying to contact them for months. Instagram/Facebook DM Might be worth a try.

I was able to drum up a phone number but the recording said that in order to be more efficient they're not doing any warranty stuff over the phone. I've been waiting since October going through their online warranty portal. I think the VA works quicker.

 

[trouthunter1106]

For the sake of conversation, if you were to abandon CD/Thermarest and get into a pad comparable to the neoair and the x-therm, who would you look to? I love those pads but if something goes sideways I'd like to know that I'd be able to get the issue resolved in a reasonable amount of time.

 

[Turkeygetpwnd38]

I was able to drum up a phone number but the recording said that in order to be more efficient they're not doing any warranty stuff over the phone. I've been waiting since October going through their online warranty portal. I think the VA works quicker.

Yea no number will get you a person, I found 3. Email won’t get you a response either, have to get creative and try social. Also, if it’s just a repair, they told me they are 14+ weeks out. I wouldn’t send it in anyway because you’d likely wait 3 months to call and find they lost your item. If it’s a warranty item, worth trying to get a replacement through social.
Nemo makes comparable models at comparable weights, Tensor line.

 

[Mikedlaw]

For the sake of conversation, if you were to abandon CD/Thermarest and get into a pad comparable to the neoair and the x-therm, who would you look to? I love those pads but if something goes sideways I'd like to know that I'd be able to get the issue resolved in a reasonable amount of time.

I've been a fan of exped. Mainly because I've had fantastic customer service experiences with them.

 

[trouthunter1106]

Yea no number will get you a person, I found 3. Email won’t get you a response either, have to get creative and try social. Also, if it’s just a repair, they told me they are 14+ weeks out. I wouldn’t send it in anyway because you’d likely wait 3 months to call and find they lost your item. If it’s a warranty item, worth trying to get a replacement through social.
Nemo makes comparable models at comparable weights, Tensor line.

Maybe I'll have to have my wife take up my case on her social media or something. If it was a small hole I'd just patch it, but theres a pretty decent sized tear that I'm guess happened as I was rolling over in the middle of the night or something. Either way, it's too big to patch and be reliable using any repair products that I'm aware of.

 

[trouthunter1106]

Update on this for anyone who commented.

I finally heard from Cascade Designs at the end of last week. They said my initial ticket or whatever from October got lost in some big IT transfer and blah blah blah.

Then they informed me that they're not performing any repairs because that department is apparently being remodeled. Instead the sent me to links to a bunch of repair products that I could purchase to perform the repair myself.

I told them I'm not going to spend time/money on a product that failed after 10 nights and has taken 6 months to hear back on. Besides, the tear is too large to be repaired by the permanent kit that they sell, I already tried.

Early this week they told me that theres nothing that they can do to help and that they can't assist me further. Full stop.

So since I refuse to carry equipment into the field that isn't backed by a solid customer service department, I'm looking for stove and pad recommendations. I think someone mentioned Nemo for pads?

Other than jetboil, who else makes a reactor style stove for quick boiling?

 

[realunlucky]

I've sent my exped in for repairs on a pin hole leak I couldn't find. It was painless process and all I paid was shipping. Been holding up for several years since the repair

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