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.
It's an OK trampoline for the price
We had a few issues with the additional parts, I don't know if this is because we bought the flare which is the budget trampoline (which is still not cheap). The trampoline itself was fine to install however when we went to install the mister we couldn't find instructions for the flare (even though it's said to be compatible with all Vuly trampolines) after contacting Vuly they sent me 2 links that ended up being for the Vuly lift (a completely different design) so we ended up installing without instructions. Next we installed the shade cover w...hich was too tight making the safety net not so safe going slack (we also noticed the Vuly instructional video used a completely different shade cover design) but to be fair Vuly did try to help fix this issue by sending us an anchor kit which unfortunately didn't really work but we decided not to stress too much as we had the basketball hoop that we wanted to install anyway which ment we had to take it off. After waiting a few months to receive the adaptor for the basketball hoop that's needed to install it on the flare (we once again noticed that the design was completely different to the one on the Vuly instructional video) this 'adaptor' was an entire pole replacement, it's a different shape to the other poles meaning the safety net went slack around the entrance again (face palm emoji) also it was so ridiculously hard to get the hoop on the end of the pole we did the best we could and hope that over time with the kids using it the hoop will gradually slot down properly. We still have the tent to install around it for a camp out at some stage but to be honest I don't know how likely it will be that we use it considering the roof for it is supposed to be the shade cover. Kids still love it especially because of the additional items (mister, basketball hoop and skateboard) but we as parents are just a bit disappointed with the quality and and expected a bit more.
Great customer service
Recieved excellent customer service with all my questions answered. Was able to pay over the phone and set up ZIP pay also. Can't wait to get our product for Xmas presents.
Okay product - just issues with limited layout
Bought the Ninja Quest Large frame and a number of accessories. Unfortunately I was not aware that you could not attach all these at the same time (unless upgrading to the extra large unit). They only supplied limited enough joiner brackets (7, I would need 11) because of safety concerns/weight limits. One spot on the frame is unused because of this. So now to use the accessories I need to constantly clip on/off the different accessories (not feasible for the water filled punch bag and less fun for the kids and parents constantly changing items...). This all means if i have three swings set up so all the kids can use one, I only have 1 spot left for the punching ball, punching bag, jungle rope, gym rope, or rope ladder ... very disappointing to not know this when ordering. Had I known, I would not have ordered all the extra parts. The swings are adjustable in height but none are quite low enough for the kids so I have bought some chain to lower them. Overall build quality seems okay so far (only installed yesterday). Their contracted installer was nice and helpful on the best way to assemble the unit and placement etc. I like that the monkey bars are height adjustable. The pricing on sale compared to competitors makes it a good buy overall but just be very mindful of your desired set up when buying accessories.
Disappointing given the good reviews
Delivery took a long time and communication was poor during this time (6 weeks). I had to call the call centre 3 times to find out where half of my delivery was. Assembly was easy enough if you follow the video- the written instructions were misleading. The logo on the trampoline mat is rubbing off on my kids clothes and smearing across the mat. Otherwise my son is very happy with the trampoline!
Made in China
Quality of item is good, but website is not transparent. Ultra trampoline made in China. Hence shop around and don’t base decision on misunderstanding you are buying Australia made, as it’s not.
Still waiting for the product to arrive (en route now), ordered approx 2 months ago and it seemingly got lost along the way. Product is coming now, fast service once I roused Vuly and asked what was happening. Original sales service also different experiences: first sales person was great, very accommodating and trying to help with discounts etc., the next person was almost the direct opposite. I think it actually depends who you get on the day as to what the service is like.
Pretty upset about having to wait 3 months to get something that was apparently in stock online but customer service was prompt and helpful so fingers crossed it's as awesome as Everyone says
My kids absolutely love the new trampoline. We have the basketball ring and tent - have used both and kids think they are both great.
Only giving 3 stars as the assembly process wasn't great. We watched the video before we started and followed the instructions, however the instructions are not up to date so it was a waste of time and we had to pull it apart and start again - this time disregarding the instructions.
Our Vuly Classic is going on 5 years. The shade died within a month (old design they have improved it), the net lasted almost 2 years before beginning to rip, it's in shreds now at 4.5 years of use. The padding is falling apart. But the frame and the mat are still going strong. Haven't been overly pleased with their customer service over the years. But have just upgraded to an XL Ultra as the kids have grown in size and number. Can't wait for it to arrive.
Fantastic product, shipping equally as good a little later than the expected due date but taking covid into consideration and my location its totally understandable
We brought this product as early as we did because it was on sale and the sale was just about to finish (that night). So we brought it, the very next day, a new sale with a even better value deal had just started! Don't i feel ripped off!
Product fantastic, however, customer service needs improving.
Our product is fantastic, the kids absolutely love it, however, due to poor communication between Vuly and their courier company resulted in a longer delivery time and lots of frustrations.
Great Trampoline, long wait!
The trampoline is excellent and all the additional accessories are great too, however we have waited over 3 months to receive our order (and yes it's covid so was expecting a wait but not 3 months!), also parts went missing via post so still waiting on some items.
The price and sale Vuly had on were too good to pass up however next time, I think I will just order from my local store and pay the extra rather than wait the 3 months.
Trampoline looks of good quality but customer service is not as expected...
I ordered online, two days later was promised to receive tracking within 24 to 48 hours. More than 72 hours later, no notification and no explanation. I had to enquire. I only received tracking almost 96 hours later from the day I was promised or 6 days from the day I ordered online (and took another 4 days to finally receive the order). Then I enquired about buying a set of camping accessories via their social media... they changed answers (different people dealing with it???).. in the end they practically ignored potential sales... their loss not mine... Now I'm worried after sales service will be bad too...
Additional note: instructions manual was a joke, but we read lots of reviews already about it and to watch the YouTube instead
Quality is great Service is SO poor it left me wanting to return
Product is great and i really do mean this one of the best quality items ive ever seen for kids play equipment
instructions to build are a joke prob the worst flat pack build ive ever had to do to the point i had to put in a warranty claim just to work it out. (ps i love ikea and love flatpack)
I bought during covid times .... to say bad was an understatement I made the purchase nothing showing any out of stocks but the second the money was taken, i get a email that my order will be split up... Ok im thinking i wondering wh...
A for product but D for service
Product is awesome so far! It’s early days, but we are loving our Vuly Flare - if my son isn’t jumping on it, he’s talking about jumping on it. It’s awesome seeing him so happy, and fruitfully occupied, especially during these cooler wetter days, and especially after weeks of lockdown.
Reviewing mostly to ‘win’ entries in a draw, and not sure if I get fewer entries for my candid criticisms, but I cannot lie: the ‘estimated assembly time‘ (two people, one hour) is a crock, and must be based on the seasoned expertise of Vuly crew membe...rs who have it down to a five art... and also, customer service has left a lot to be desired. I have been given misguided/misleading advice once, and have had my (varies!) questions/requests completely ignored or dismissed about half a dozen times now - to the point that, in one email, I asked if their service team were largely illiterate. A rhetorical question that time, but - in true form - it went unanswered in their half-arsed reply!! I know times are crazy, but that’s rude, disappointing and annoying, from professionals. If I had to grade the Vuly report card based on my (new, recent) experience, I’d be giving them a solid A for performance (product) but a D+ or C- for effort (customer service). Of course, I’d be inclined to revise my position if I won a monthly give-away!!
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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