ComplaintsforCascade Designs, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  04/10/2023

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

  
  

  
  

*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. ↩