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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Appalling customer service and warranty that is worth nothing
We recently purchased Large Oval Springfree O92 for Christmas present. My husband and father put it up only to discover once it was erected there was a hole in the net. They had been extremely careful and diligent when putting it up to ensure they didn't damage any of the parts. We raised the issue with Springfree as soon as we were made aware of the issue. For something that cost $1,899 their customer service has been appalling. Firstly they hide behind emails, and sending of generic communication..which is not very timely. They also the...n asked us to submit a warranty claim which we did only for them to put blame of the hole solely onto us and tell us that we either needed to buy a new net or fix the hole. Whilst the product looks great and is a hit with the children, the customer service, and sales model is appalling and makes you feel they are just after the sale and couldn't care less about the customer. Based on our experience I wouldn't recommend Springfree to anyone. There are lots of other alternatives in the market which offer better product and customer support.
Terrible service......Faulty trampoline will cost you big to claim under warranty!
BUYER BEWARE! am having issues with a warranty claim with Springfree Trampoline. They are replacing the faulty product but it is going to cost me a minimum $395 to do so. $135 to get the replacement frame and matt delivered...which I would not need to do if the product wasn't faulty. Plus $260 to take apart the faulty trampoline and put together the replacement frame...which I also would not need to pay if the product wasn't faulty. I also got advised that if the installer didn't have all the correct parts on him then I would also get charge...d a further $85 call out fee. Apparently it is my problem if they don't carry all of the parts they need. I also keep receiving marketing emails to refer a friend and I will get $100 plus the friend will get free installation or delivery. So obviously they want me to provide them with extra customers but will do nothing to keep happy the customer they have...which is me. It boggles the mind. After numerous phone calls they say they understand my frustration but refuse to do anything about it. For a company that markets themselves as the best and built to last, they have a strange way of backing their product. All I was is what I paid for ....a functioning trampoline that my kids can enjoy.
Good product poor customer service
Ordered the trampoline with delivery and installation and the Springfree team were very accommodating in organising time and delivery dates. The cost was not cheap with the delivery and installation, but Springfree were happy to offer an extended warranty (not sure why as Australian Consumer Law mostly covers this). Once purchased Springfree sent through a raft of installation requirements, and what they will and will not do to install the trampoline - this is maybe something they should have mentioned when the trampoline was ordered (I was tol...d they are meant to do this when you call them). On the day, the technician arrived with the trampoline, assessed the area and would not install the trampoline due to OH&S issues. Springfree would only refund part of the installation fee, as apparently I needed to pay for their technician to tell me he could not install the trampoline. Beware when paying for installation as the technician may not install it, and you will only get a partial refund. We managed to put together the trampoline without a hitch, the instructions and videos provided make it pretty easy to do. So I am unsure what issues the technician had? Wear gloves though, as the fibreglass rods can be brittle and little shards can go into the skin. In all the quality and look of the trampoline is good, and it is serving it's purpose well - just be careful on the customer service side of things
Terrible Customer service Spring Free
They delivered our replacement parts to someone else. Even though i confirmed that our address had not changed from when they first set up the trampoline over 7 years ago. I confirmed our address in an email prior to order and over the phone. Yet they sent them to someone else with the same name. They never called to follow up, to see if we got the parts, and book in the instal - even though that is what we had paid for. I had to call them 3 weeks later (once again after i had sent multiple emails asking for a parts delivery update), Then once on the phone, they made it seem like my fault that they sent it to the wrong person.
Extremely poor service
We bought a trampoline (including installation costs of $190) on a Saturday morning for our son who has cystic fibrosis. On Monday the Tarragindi shop emailed me the invoice with some fine print about 'recommended' installation suggestions, not mandated specifications. They then took 2 weeks to come to our house where we were told that our yard was not flat enough and needed to be on no more than 3 degrees incline. They refused to refund the installation costs. The delivery man told us that he often does not install the trampolines because people are not told of the requirements.
Poor customer service
Too big a business, now and think they can treat customers with contempt.
I took offence with the ladder being an accessory.
I got some rubbish about safety for kids under 6, funny how $99 fixes their safety concerns - this will now be a case for ACCC to determine.
Poor delivery time for spare parts to be delivered
Kids love the trampoline but as soon as something starts to break on it, the surrounding parts also break and the kids cannot use it until the spare parts have been replaced. I ordered by spare parts and 8 days later, it finally left their warehouse. 4 days later, Australia Post has not delivered either. Expect them to take your money straight away, but expect poor customer service on delivery of spare parts. When I contacted them, I did get a fake 'sorry' but wanted to blame Australia Post for the whole delay. I still don't have my spare parts.
Excellent Trampoline, Substandard Installation
I had my trampoline R54 installed today - it is a beautiful trampoline - and is worthy of five stars without a doubt. However, there are issues with the installation. Firstly, I was told two installers would arrive, and only one rolled up, which meant I had to help move things around which is what I was specifically trying to avoid due to my bad back. Next, I am told that the accessories I purchased, such as the ground anchors, are my problem to install. The trampoline also comes with FOUR bags that are meant to be filled with something lik...e sand or dirt, and I was not assisted with this either; nor was I told beforehand so that I had some sand or dirt available. The installer did construct the ladder for me but didn't even open the box with the shifting wheels. IF I had been told this all beforehand I probably still would have had it installed, but perhaps not by their contractors, or else would have negotiated for them to do these other jobs as well (it IS $150 for a 30min job); I would have had sand ready and available. Someone above said that the review was not helpful as it was about the installation, not the product, but remember that the product is actually rather difficult to install (the video is >20mins, I am an engineer, and was still not willing to do it), and I suspect most people will also purchase the installation. Excellent trampoline Inadequate, Limited and Expensive Installation Assistance
Cust service and installers are terrible
Installer (contractor) arrived at 8.15 am in no mood to work, I showed that (as sales person had advised) afte putting a peg in ground and measuring a 225 cm string that I had 1mtr clearance for installation, guy said no it has to be measured as a square and therefore 1.25-1.5 mtr clearance in corners, staff say they cant help (after I paid) and that I'd have to return kids xmas present or get someone else to install it, even though I had recommended clearance. Havnt installed the bloody thing but I already regret having anything to do with SP...RINGFREE!! hopefully once I get it installed tge actual trampoline will be worth it, but the sales & installation people have been useless and untrustworthy so I have my doubts SALES, INSTALLATION-or lack of, DELIVERY
Not worth the money
This trampoline is safe and all that. However their customer service is absolutely appalling. Especially for the very rich price tag!
- Lots of staff to take orders but if you want to deal with the customer service you have to leave a name and telephone number. They might get back to you after 48 hours if you are lucky
- The time they take to even schedule you in for installation is outrageous. then you have to wait a few weeks for them to come in and install the trampoline
- Promises. they cannot even meet their own service level agreements..
If anything is going to kill their products is their customer service!!!!
Very pricy. Customer service appalling. Simply not worth it!
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