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.
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Lacking in customer service
I can’t speak on the quality of the trampoline as I have not yet received it, however the quality of customer service is severely lacking. Before purchasing the trampoline I advised this company I would be moving homes in 5 weeks and was told to give them a call to hold dispatch so it could be delivered to my new address. I thought this was absolutely fantastic service and decided of all the trampoline companies we looked at this provided the best options for me and my family! I phoned them with no response so left a voice message to call back ...with my queries, and also followed up with multiple facebook messages. I got no response and did not want to miss out on their sale so purchased the vuly rare trampoline. What a mistake that is turning out to be. I woke up to a message today saying that the trampoline had already been dispatched and they were unable to change it unless I paid an additional fee of $75. I did everything they asked, (phoned to arrange for a hold of the item and left many messages online etc). then the audacity to try and charge me more when they were the ones who stated they could hold my item until we moved was very rich. I expected when spending $500+ on an item the service would be amazing but so far I have been let down and this has not been a very positive experience. They couldn’t even find my order number when they eventually got back to me and told me I need to follow it up with the courier company and have pretty much wiped their hands. I suppose I’m just in the “too hard basket” now they have my money. I think the miscommunication and lack of understanding has left a negative impression for me. I’m really hoping the trampoline will be worth all the hassle.
- Online store
Be aware of some important things when purchasing
THUNDER XL. The springs are not at all easy to attach, I am young and strong and found it almost impossible...I had to devise a system of pulleys and straps. It took hours. The spring tool which is included is potentially extremely dangerous. I was hit in the jaw extremely hard and had pain for 2 days when the spring tool slipped and the spring whipped back into my face. This really could happen to anyone so beware. The instructions on using the spring tool are very poor. The roof (often free) does not work with the basketball hoop. This is not...mentioned when you place the order. My son was gutted. The roof clips seem to undo themselves and pop off all the time. Very frustrating. We love the trampoline, its great as so many are. But I dont think the brand is as good as the hype and the instructions and compatibility issues are something that should have been resolved in a premium product.
- Online store
Disappointed with quality
We purchased our Vuly swing and cubby set in April 2020. For the price of the set the deterioration of the fabric is extremely disappointing. The cubby faded within months from black to a very pale grey. The fabric on the sandpit has also begun to corrode.
For a product that is designed for outdoors and at the higher end of the market I would have expected greater longevity out of the products.
3 weeks and still waiting for our swing
I placed an order 22 days ago on 8/6. It was shipped 11/6 and the courier still has it. Vuly customer service has been shocking in resolving this issue and getting a new swing to me. I had to wait 2 weeks before they would agree to send me a new swing which they said they would do in 24/48hrs. Still nothing and now I’ve been advised it should have been sent on Monday 28/6, but due to a stocktake at their warehouse I have to wait until next Monday 5/7 “at the earliest” before it can be shipped. By which stage I’ll have been waiting 4 weeks, and ...that’s just for it to leave their warehouse!!! Not what I expect from a brand with such a good reputation, and for a $200 swing!! Have a very sad 6year old who’s been waiting for his birthday present! Not good enough!
Good to start until parts fail after a few years.
- Safety net lasts about a year before it tears - cheap material (already replaced once and needs replacing again)
- Two springs have broken which will require a pro installer to repair as it is near impossible to do it yourself
-There are better options out there for the price you pay.
Disappointing product and warranty
Our Vuly flare has been much loved and used by our children. After a wind storm, however, the trampoline has been warped out of shape and proportion which is very disappointing. Vuly claims that they test their products in all the elements and as a result, we found this must not be the case.
Their anchor points do not hold the trampoline adequately in place with a small gust of wind even. I wouldn’t rate their warranty team as they simply have not given me any satisfaction at all. Very disappointing and I wouldn’t recommend. Should’ve gone with the spring free.
Ordered some replacement products. That was 5 months ago. They may get here one day.
Seems quick to buy new products but very slow to get replacement parts for trampoline.
Usual excuse about why they are taking so long to get here.
Terribly Warranty care
We have now received our 4th poorly fitting shade in a row for our Lift Pro XL. The trampoline itself is amazing, easy to construct, plenty os safety features and of good build. However over the last 2 months, we have been sent the same batch number shade cover 4 times! Each one like the other fits too loosely. We were told after the 3rd they would investigate a batch issue - seems not to be true. Great product - terrible aftercare.
- Online store
Still awaiting delivery......
Ordered Ultra trampoline on 6th January. It is still to be delivered. Customer services are helpful in saying it’s the fault of the courier. It’s been ‘out for delivery’ for 3 consecutive days (I’ve stayed home waiting). No one can tell me why it has not arrived....beginning to get quite frustrated.
Flare Trampoline delivered with some springs missing
Ordered a Vuly Flare trampoline and was delivered with some springs missing from the box! Daughter was devastated to find out she couldn’t play on the trampoline after promising her all week that she’ll be able to play with it once we’ve assembled it on the weekend. Now there is a half built trampoline in the backyard taunting her each time she looks outside!
Emailed Vuly and was asked to submit a claim under warranty and send photos. A warranty claim for missing parts!? Also not sure how we’re supposed to take photos of missing parts. Hoping...I’m not made to jump through hoops to resolve an issue that is of no fault of our own! To say we are disappointed with our experience is an understatement. Expected more from a reputable company like Vuly.
Beware of delivery service.
Been waiting over a month for my complete order to arrive. High risk as carrier lies about when they deliver goods and no proof/signature is obtained at delivery.
Cannot seem to get any answers re my delivery
I have tried to chase up status of my order to ensure it arrives in time for Christmas and they can't tell me when this will leave the warehouse. I appreciate delivery companies are under the pump with deadlines however the fact that this order hasn't left the warehouse and no delivery booked yet is highly concerning. Anyones guess if this will make it in time for my Kids Santa present.
- Online store
Not worth the risk with freight
Really disappointed, ordered in October, freight company absolutely terrible, didn’t deliver half of my order. Vuly were good re issuing delivery on warranty but who knows if I will get it now and it was suppose to be the kids Christmas present.
Disappointing customer service
I called last thursday and ask if the large thunder would be on offer again. Got told if i purchased that day they would do a package for $1749 so i did. Next morning the SAME deal was on offer for $1649. Customer service said they would honor the $100 refund but WOULDN'T give me the hoop or tent. I said its in the deal for $1649 in which he had to check TWICE before he said "ok we will give them to you"
Found the experience frustrating and time consuming!
Expensive and Break
These trampolines are way too expensive. Hard to get into and break / rust really rapidly. Replacement parts are also only being sold in bulk.
I'd steer way clear of these over priced trampolines.
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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