From February 1st, 2020, until the 30th of September, 2020, Springfree Trampolines is offering a $100 Springfree voucher to customers encouraging either a positive or negative review based on their experience. It is possible that some reviews were written by customers who received this reward. These reviews adhere to ProductReview’s Incentivised Customer Reviews Guidelines and may explain a spike in review numbers.
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Springfree Shade - poor quality did not last more than 6 months.
Purchased a Springfree shade in December 2020. Used it for 6 months but now has a huge rip through the middle. This may has been caused by a windy day but called up to see if it was covered by warranty. They completely shut me down saying that it was not covered and should be taken down during winter. I was not advised of that condition so now is nothing more than rubbish. Spent $199 for this item and now is garbage. Springfree charge so much for everything. Trampolines cost more than double of any competitor and their items not lasting more than 6 months is ridiculous.
So disappointed in this company
I called Springfree and requested to book the 'yard assessment service' and same-day installation, and was told "someone will call you back" to book the date and time. No phone call received. I called Springfree again today, 3 days later, and I was passed between two departments and got told the same thing again: "someone will call you back". Waited all day and still no phone call! So now I've bought a Vuly online instead. If the customer service is this poor for someone wanting to buy a trampoline, I certainly won't trust it to be any good if something goes wrong with the product. Poor form Springfree.
Warning to parents
I just want to start off by saying that in no means am I writing about the quality of the product but about the lack of safety information.
We came to the oakleigh store to decide on the size of trampoline we wanted to choose for our daughters 2nd birthday at 19 months my daughter myself and my husband were aloud to jump and test out the trampolines. We were the only people in store and NEVER were we told about double bouncing or how dangerous it is for young children to be on a trampoline.
We decided on one and purchased for her birthday. The...
Good product, terrible warranty support
We purchased a this trampoline back in 2009 and it has been used daily for the past 9 years. In 2017 the mat had finally worn out so we purchased a new one, expecting to get at least another 5 or 6 years life out of the new mat.
Barely 12 month later the new mat has completely fallen apart. When we approached SFT we were told that it must have been our installation of the new mat that caused the problem and we were not covered because we had not used one of their installers, and as such no warranty was available. They refused to consider ...the fact that the stitching had completely come apart and that we had fully followed their instructions as to the installation and instead advised us it would be $400+ to purchase a new mat. It's clear to us that the quality of the product has suffered as the popularity has grown, and I'd recommend anyone to steer away from the latest versions of their product as they just don't last. Given the price they charge, I can only suggest that you look at something else. Their post sales support is hopeless, and warranty isn't worth the paper it's written on.
Appalling customer service!!! DO NOT BUY
I wouldn’t recommend buying this product for the customer service alone!! Absolutely appalling. We purchased a trampoline 5 days before notification of a promotion and the company refuses to honour the upgrade. Customer service a 0 star rating
Very poor service only interested in getting more money out of loyal customers
We were early adopters of the Springfree trampoline (owner for approx 10 years) and have endured the fibre glass rods that would splinter and leave painful shards in kids hands.
We upgraded our trampoline and every interaction with Springfree has been expensive and difficult.
We recently utilised the Springfree relocation service which they charged $400 to provide. And this only includes dis-assembly and re-assembly, they will not actually re-located the trampoline.
Upon asking them to re-assemble the trampoline they refused to do s...o until we purchased a new safety net for about $300. the net was recently replaced a few years ago and was perfectly fine, yes it had a few small holes but nothing worth worrying about. This is similar the the experience we had when we made a warranty claim on the original trampoline, it ended up costing us a fortune and we effectively ended up buying the trampoline again. I think they have a great product but I notice they have competition and I would check out their competitors and in particular their customer service before you decide to purchase a Springfree brand trampoline.
HOPING MAD CUSTOMER SERVICE THAT LACKS SERVICE SPRINGFREE TRAMPOLINE
I am pretty patient and understanding but am annoyed at SPRINGFREE TRAMPOLINE'S customer service. It has always been pretty poor even when buying a product, but wait until you question the product and its warranty your in for a nasty surprise. My now 7 year old son has rarely used the trampoline and I am a stickler for rules as I personally had many falls as a child and am nervous around them but it appears all these trampolines no matter how well you look after them have one major fault that Springfree refuse to acknowledge (probably because...it makes them a fortune in replacements) that is the stitching especially near the opening which would obviously get more use than the rest of the mat is quick to deteriorate, I didn't even notice this until a number of us mums were talking about them and how rude the customer service is and the fault in the stitching at the entry. One of the mums showed me on mine and I was shocked to see it was coming away too. When I rang the company a rude women keeps talking over me telling me they have had other people that have had the trampolines for 13 years with no problems and as I told her that is not proof just your hear say and there was no offer or interest in fixing the problem or looking into it. NEVER AGAIN WILL I WASTE MY MONEY ON THIS PRODUCT, there are many more interesting things for kids to do that don't cause injury or concern every time a child uses the product. Suggest parents spend there money on joining a sports club (surf life saving or the like) much more community minded and fun for the whole family.
URGENT: Installers didn’t turn up or call
Trying to get in touch with someone re the install of our trampoline. We booked and paid for install to occur on Saturday 23 December. Received a text from a number that you cannot reply to or call on Friday stating they would arrive between 9am and 1pm. Springfree confirmed we would get a 30 minute warning call. We have not heard anything since. No one turned up, no one called, springfree contact number is just a recorded message as office is closed. Earlier in the week we contacted springfree for a number for the installer and they did not provide us with any contact details. Obviously a Christmas surprise for our son and very worried it will not turn up.
Absolutely dreadful customer service - if you ever have an issue beware
beware of the no return no refund policy! if you buy something from springfree you will have no rights whatsoever. I purchased a replacement net which i realised wasn't required within 18 hours so I would prefer to save the $387 replacement mat cost. it has not been shipped. we tried to cancel and despite NOT being told the purchase was non refundable under any circumstances, apparently the payment was acceptance of UNKNOWN t&c which were never mentioned. then customer service manager would not put me through to anyone to have a further conversation. bad form springfree. really bad form. will be escalating to consumer affairs. horrible company to deal with. have never encountered this situation before ever.
Bad Customer Service!
You spend a fortune on a Springfree trampoline and then they fall apart (rust and tearing)!
When you order new parts I strongly recommend you take pictures of the entire trampoline topside and under and send to Springfree for advice (as they won’t ask you for anything other then your credit card) and ask them if they think you need other parts etc?
When you want to get the parts replaced they charge you $400 to have the guys come and fit the parts plus the cost of the parts (for us another $400) In my case the Springfree guys advised ther...e were other issues with the trampoline that needed replacing and we needed other parts or A NEW TRAMPOLINE and its only 6 years old. Then I was placed on the phone to a sales guy who offered for me to spend another 2 GRAND for a new trampoline (and to add insult to injury he advised the new warranty was a lot longer than the one that had just expired!) I explained to him I did not want to spend another 2 GRAND and I wanted to return the part I had paid for (and the 2 installers were there waiting). He refused to accept the part and said “I had paid for it so too bad.” I pleaded with him to take back the part as it was no use to me and he refused and refused to allow me to speak to a supervisor. I then called their corporate office and spoke with a woman who also wanted to argue with me regarding their “terms and conditions” as opposed to keeping a customer happy. I also asked her why the website said “they treated customers like family” when I felt like an orphan!
Terrible customer service
Spoke to [Name Removed] in customer care this morning. Inquired about buying a new part for a frame, I was told that they have the part but wont sell it to me because I did not buy the trampoline (bought second hand) from them. Trampoline is about 3yrs old and has a lot of rust. Now the whole thing is ruined because they wont sell me a $75 part. That's great for the environment...well done Springfree!
AVOID AT ALL COSTS!!
Do not deal with this company on ANY circumstances! We purchased a medium oval 3 days after a sale ended. We enquired in store if there were any deals current which we were told no. 3days after our purchase a sale was announced. We were in between 2 sales by a matter of days. A friend bought a large oval after we bought our medium and have delivery and installation included, for the same amount as what we paid for a smaller one. Complaints were not even listened to, let alone any sympathy shown. Complaints were REFUSED outright to be escalated. Don't have the trampoline yet, but this company has left a very, very bitter taste in our mouth with this xmas present!
I was in their showroom today. 664 Warrigal Rd, Oakleigh South, VIC;
I did make a decision to buy one even before i went there.
When i was ready to purchase for full price $2399, it came with Hoop & delivery for free, I was asking to throw in step, which was denied. Then i proceeded to ask for Step and instead of Hoop and pickup instead of delivery, which was denied as well.
Step is important for any trampoline, where the height these trampolines are about...4 feet, we couldn't expect little kids to get inside, without steps. Individual price for steps are $119, Hoop price individually is $190. Even though i was willing to exchange Hoop ($190) to Step ($119), my offer was denied. I came out empty handed even after such willingness to come down and pay full price. Worst customer service ever; Thanks i know now, i shall look into Vuly. I wouldn't even consider working for this company who are willing to loose $2399 business for $119, feel sad for sales staff.
Worst Customer Service Ever!
So we Purchase a $3000 Trampoline on Tuesday, for delivery 1 week later. Then on Wednesday (the day after we made the purchase) they launch a promotion saving $400 - We call up and speak with the rep that sold us the Trampoline and ask them to apply the promo, she tells me that they can't apply the discount??? Why? No reason, just can't do it. I ask to speak with the manager who's communication skills was appalling at best and made my blood boil.
They refuse to cancel my order when I its not due for delivery till next week.
Honestly, with this kind of service it doesn't matter how good your product is I just don't want it!
Worst customer experience ever
For a product that is highly rated, this is by far the worst customer experience I have encountered this year. After purchasing a spring free trampoline, 5 days later a special was posted offering up to $662 in savings. After speaking with 3 seperate employees, 1 being a manager it took a 4th person to return my calls before being told there was nothing they could do. The company is very happy to take your money on purchase but disinterested and unhelpful when sorting out a customer service issue. Negative thoughts about springfree even before I've received this trampoline. Not good enough.
Questions & Answers
I have an existing trampoline I'm pretty sure it is 8ft but I need a new net and the jumping base and padding for the springs. Can you please help me.
Hi Rose, if you have our brand of trampoline, we do have a range of Spare Parts available. Please call our Customer Care Team on 1800 586 772. Regards. The Springfree Team
So, most people seem happy with the quality of the trampoline - safety and durability. But does it have a high rating on the bounce factor?
Springfree trampolines provide a smoother bounce and they are gentler on your knees and joints. In 2012 consumer watchdog CHOICE reviewed 12 popular trampolines sold in Australia. Springfree Trampoline was the only model they recommended as safe and CHOICE also concluded that Springfree had the most comfortable bounce. The mat also provides a more responsive bounce and an impact absorbing soft edge. Have you seen the online videos of the awesome bounce and height that is achieved on a Springfree Trampoline?
Get an answer from our members and Springfree representatives
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