As of July, 2019, Vuly Play is offering reviewers the chance to win the amount back of their main Vuly product purchase. A review submitted provides 5 entries into a random monthly draw. The winner is randomly drawn at the end of each month. This is open to reviewers regardless of if their review may be positive or negative. 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.
Reviewer Photos & Videos
- Online store
Good trampoline, terrible customer service
I bought the Vuly Ultra with numerous accessories in Jan 2021. Two items, the mister and led light were not in stock (Covid delays). That’s fine but by August I was chasing them. Finally on the 26/8/21 I asked in writing for a refund on the two items. After asking a second time for a refund a few days later I was asked why I didn’t want the items. That’s the last I heard from them even though I have emailed their customer service. It takes days to get a response. They don’t call you. It’s a one line email I get back days later. Still have no co...nfirmation my items will be refunded. Do not buy from Vuly. If something goes wrong your money will be gone and you won’t get an answer. I understand Covid delays etc ( I live In Melbourne) but 9 months without communication is pathetic. Stay away.
- Online store
Chinese Made Quality
From incorrect bolts, torn padding, extremely wobbly playset and rust running down the ring swing and other bolts all within a couple of weeks, this is not acceptable under consumer law. There are so many people with the same issues. Face book Vuly unhappy customer.
Horrible company to deal with!
Do not recommend buying anything ever from Vuly worst customer service. I am now without a trampoline due to their services. They were meant to send me new frame but didn’t tell me net poles were not part of the frame original issue was with the net poles. I moved and because I was told whole frame was being replaced I assumed it covered the net poles for they apart of frame. Now They have said I need to pay for new ones. My frame is a mixed colour not black like original purchased. Frame was sent in multiple orders for they had missing parts. Safety net arrived in June when I was promised it would arrive in January than February. Have been told I would have managers call me back which never happens.
- Online store
No response after multiple attempts.
I have a simple item that needs to be replaced 'tether hook between poles and walls' yet after two attempts with pictures attached I am yet to get any response. Please be aware you are likely to be left on your own once you purchase this product.
Replacement of safety net
Did take wee while to get through to customer service but when got through was quick and fast delivery thanks
Excellent customer service
Really good quality trampoline that the kids are loving! Simple instructions that make it easy to put together... When you follow them. One small problem with one of the parts that Vuly immediately responded to - received replacement part within 48 hours. Really great customer service, thankyou!
This item helped during Covid Lockdown
We have been very happy with the Trampoline product; our two young boys through overuse, have managed to bend a couple of the support poles that had moved from their correct position, and the service level by Vuly was excellent to have these replaced at a 50% price discount.
Would thoroughly recommend this brand to others
A very disappointing Vuly experience and product
I hate publicly criticizing an Australian company like Vuly, however, I have tried to follow their normal channels concerning a faulty product I purchased off them and they are not prepared to help with a fair and reasonable solution. FYI their leaf springs have snapped 7 times in the past 6 months whilst my child has been bouncing on their trampoline, and as a consequence my kids cannot use their trampoline each time this happens (as per their instruction)....plus it is a long wait for a replacement part. So due to latest failed leaf ...
Kids absolutely love it
Easy to use website. Staff are very helpful and quick to respond to your query. Great product with no issues when doing warranty claim
Online store is absolutely great so easy to use
Have always heard great things about the vuly brand and kids absolutely love it and the basketball hop thanks vuly
- Online store
Unsafe product and misleading advertising
Purchased C2 Swing set with Cubby. There were multiple issues with the most serious being the cubby is unsafe. The cubby platform has a 'bouncy' trampoline platform, but if your kid jumps inside they risk head injury from a heavy thick metal bar running the top of the cubby. It is important to realise that your 6 years plus (the recommended age stated in instructions but not always reflected in advertising) can't stand up straight in it. If the Cubby is on a trampoline like surface, the obvious reaction for a kid is to bounce; I'm not sure how...Vuly could miss this as a serious flaw and safety issue. We had to dismantle due to this and other issues. When I contacted Vuly they refused to refund, believing that the product is safe to use. Their legal person then emailed me to say that “at no time do we advertise our product as being suitable for children to bounce inside the cubby house”. When I pointed out that their marketing advertises it with a child jumping up and down in, he went silent, asked me to forward him the vuly link with the said video, to which he responded that he would "talk to someone and get back" to me. I also pointed out to him the safety issue of designing a cubby built using a trampoline like platform but that you expect kids not to bounce up and down in (in addition to their advertising showing it used this way!). The other issues are that this swing set is marketed on grass, with kids younger than 6 years of age and with three kids in the cubby. But when you receive Vuly's instructions there are warnings against using the set in this way (for safety reasons). The same legal person also stated that “Vuly recommends that our products are installed on grass”. No, you don’t Vuly; under section 2.1.2 of your 360 Pro Max instructions, you state that “grass and dirt are not considered protective surfacing” (in the context of avoiding “serious head injuries”). I would not recommend this product; the cubby is not fit for purpose, it is dangerous to dismount from not to mention the previously mentioned issue with the metal bar running along the top (which is outside the top fabric so kids can't see it). With no resolution from this company we are forced to go through the small claims tribunal at VCAT. We will post updates as we get them.
Awful customer service
Ordered a Vuly beach rover as a Christmas gift and it arrived with numerous black marks on it (looked like mould spots). I immediately emailed Vuly with photos. As it was 19/12 and the rover had taken 12 days to arrive, I requested a refund as a replacement clearly wouldn’t arrive in time for Christmas and I would need to organise another gift. I was advised I’d need to make a warranty claim which seemed odd as the item had simply arrived damaged, but i followed the instructions, and submitted the claim as requested with photos. The email respo...nse stated the claim would be reviewed within 48 hours. 12 days and several emails later I have no resolution and no timeframe for a resolution, just multiple excuses about how Vuly has been inundated with queries. Never again.
Poor Quality, missing/different parts from the three differing instructional guides, stopped building, sending back. Zero stars. Time wasted, I want it gone!
Waiting on an email response from Vuly, recently sent an email to their service/warranty team. Request received - 212253
Lets see how long it takes & how much action/time wastage it will take to be resolved.
Out of stock but NOT notified before you pay
Purchased 2 items for Christmas, both stated in stock online. When no dispatch info received I contacted Vuly. Told the order hadn’t been dispatched because 1 item was out of stock, but when questioned why I hadn’t been informed, the customer service officer blamed a website glitch. They said they don’t dispatch partial orders, which surprised me because only a day earlier I was phoned to say that one box of my cubby would be delivered before Christmas and the other half would come in January 2021. I requested a refund which has still not been processed 2 weeks later.
- Online store
Would Give 0 Stars if I could - AVOID - Can't get a compensation order right!
After a huge saga in September/October where it took 37 days for us to be able to complete our $2600 swingset due to wrong parts in the original order and then getting 2 new orders of again wrong parts I was done. However I will admit customer service offered us a really good compensation deal where we could expand our swingset at a small cost. Our son did love his swing set once it was built. I said never again but my partner wanted to give them another chance and with our sons birthday coming up thought it would be perfect. Learning from prev...ious issues with Vuly we ordered well in advance and checked the parts in advance to ensure we could build the day before his birthday.... and guess what? Wrong parts! So the compensation order was wrong! The invoice said a "rail joiner bar" and we got a "360 swing rail bar". We could not connect the new part to the old part so couldn't build it... then the shade cover was also a size too big. 27th Nov - I contact Vuly to put in a warranty claim stating we needed a rail bar not a 360 rail bar and our shade cover was for a C3 when we needed smaller to cover 2 attachments. 1st Dec - I get an email our warranty claim is approved and will be dispatched 2nd Dec. I look at the invoice and see the order is for 1 x 360 swing rail bar and 1 x C3 shade cover. Exactly what I said was the error with our previous order! 1st Dec - I ring them straight away and tell them the issue and they say they will correct it and call me back that day 7th Dec - Still hadn't heard anything so I ring to check. They had added the items I needed but still had the old ones on there. I once again corrected the order and again was told it will be sent out ASAP. "Should be by the end of the week"
Questions & Answers
Ordered xl thunder early Feb this yr. happy with size but has anyone else having trouble with the springs snapping?? I’ve made my 2nd claim already. I asked the assembly guy n online store but they say “ no you’re the only one “ can’t be. !!!
Thank you for contacting us.
It is very strange to hear that your Thunder springs are breaking. It can be due to multiple reasons such as installation, levelling of your ground ect.
Can you please send me an email on firstname.lastname@example.org with a photo of your whole trampoline. Once we have this information we can assess this issue you are having further.
Cheers, Taylah - Warranty Department.
Please get back to me on order #496758, since I can't get a hold of you for 1.5 weeks now.
Thanks for reaching out to us and apologies for the delayed response!
If you are still needing assistance with your order, please send us an email to email@example.com, along with your order number and I will organise for a representative to assist you further.
Alternatively, if you have any further questions or wish to discuss further, please don't hesitate to contact our team directly on 1300 667 514.
Apologies for any inconvenience caused!
Cheers, Denaya @VulyPlay
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