thermarest.com Reviews 14

My thermarest parsec sleeping bag didn’t keep me warm at all, definitely not down to the stated temperature. The feathers were clumped within the pockets which allowed the heat to dissipate. I emailed, filled out their form for help, but zero reply. I feel very let down by them. To have no reply after three weeks - avoid due to poor quality and zero customer service

Warranty non existent. I purchase a 400 dollar air pad (neoair xtherm nxt) and discovered a slow leak. I tried contacting customer service but no response. One of the reason I went with thermarest was because of their amazing customer service and warranty but it seems that it has gone downhill.

My warranty request number #306764

UPDATE,

Thermarest has since contacted me and my quilt has now been replaced. It did take me a while to find the correct department who could deal with my request, but once I did it was plain sailing the rest of the way to sort out my issue/concern. Thank you Thermarest.

My experience has now increased in stars from 1 to 4 stars.
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I have been a user of Thermarest (Cascade Designs) for many years (30 years or so), i have ultra light weight Neroair Xlites nd Xtherm mats, even back to the orginal material 3/4 mats.

Recently I purchase a chorus quilt and there is hardly any down in it, despite it being rated to -6 degree celsius. I assume a manufacturing issue, because it can't be this bad. I feel for the one duckling the infill was taken from!

I first emailed them with just a question regarding the amount of down fill, mainly because I dont like complaining in my first communication, just to be friendly and give them a chance. Followed with the question again after 2 weeks, still never received an answer. Escalated it to a complaint, but still no answer after 1 month.

More so disappointed... I have never really complained about anything before. I question the miss-selling of their warranty promises, it seems to need a call to trading standards...

Should Thermarest read this my communications are:

#778
#28853

I would apreciate an answer because both are still live and showing open.

It you are expecting a life warranty, don't be suprised if you have an issue never to receive even communication.

Dan Bailey

I'm a Therm-a-Rest user since 30+ years. The latest mats are really lightweight and comfortable. Because of a delamination issue I contacted Therm-a-Rest Ireland.
Friendly staff and good service! My experience: Therm-A-Rest Ireland stands behind there products.

Impossible to get in contact with the customer service. An email address is nowhere to be found. Nor a phone number. I recently bought a sleep system and have some questions. Very disappointing

Thermarest used to be great if you contacted them for a repair or warranty issue. No more. Since September 2023, they have stopped responding to warranty claims. Is their parent company, Cascade Designs, going bankrupt? It would be such a shame if that were true, but usually, this is the first sign of financial trouble when a company shuts down its customer service/warranty department. As a consumer, we bought three Parsec 0 sleeping bags from them this year. One the zipper broke. It s a $600 bag. Too bad. No response from repeated emails/ contact forms to their customer service, and no phone number to call. I was sad to discover that many Thermarest reviews from post 9/2023 are about the same issue. Its not isolated to just us. Arrrg.

I would never recommend thermarest products to anyone! Appallingly poor customer service. The quality of product is absolutely shocking. My sleeping mat that I bought via go outdoors and only used a few times is of poorest quality and I paid quite a lot of money for it. The distribution of air deteriorated and it was bulging on some parts. No respond from customer service when I contacted them. I would avoid this company.

Useless quality and rude customer service.

Last two years I've bought a Parsec Sleeping bag, a XTherm, another Xtherm NXT and two pump sacks. All of these products have either failed or shown quality issues.

The first sleeping pad de-laminated after four days of use, and therm-a-rest refused to replace it but refunded me instead. According to their own warranty information they should replace even older products with current models. I replaced it with the new, and more expensive, Xtherm NXT, but to no surprised it leaked from day one.

The customer service are very rude and are using sarcasm to ridicule you for wanting to replace faulty products. Maybe it's just their Irish support center who handles European customers. When countering their sarcasm with hard facts you just get a generic copy-paste reply before they close your ticket.

They seem to want to get rid of customers using their warranty. But they're not victims of their own customers but of their lack of QA.

I bought a Thermarest sleeping mat around 2010, 14 years worth of camping later it developed a problem causing the surface to bubble up when inflated.
Contacting the warranty people, they decided to replace it. I was amazed that after so long they would replace my mat.
Got a brand new mat, only cost was the postage of the old one back to Thermarest.

I bought a Thermarest neoair sleeping pad in 2011. It stopped holding air. In 2023 I sent it back for repairs. They couldn’t repair it so they sent me a new one free of charge.
They definitely stand behind their products.

Prior to this new mattress I had a foam thermarest matress. Lasted 15 years with multiple repairs and its still going.
The neoair matress waste of money! Not the quality thermarest are know for. Baffles delaminated after 3 years. Impossible to repaire!

VERY dissapointed.

Great no quibble customer service - replacement provided for a product which developed a fault after 8 years use - excellent, lifelong warranty honoured.

Swift customer service. Quality products. Great small lightweight and warm sleeping mat is my go-to setup.