Bad quality and even worst customer service
Worst customer service ever have had this trampoline for @18 mnths and the mat has torn from the spring holders already, Ordered new mat in Jan was told 45 days waited the 45 days hadnt seen or heard anything messaged customer service who are now saying it will be 145 days so that will be 5 mnths without the use of trampoline ..But if we order a new trampoline will have it in 14days. Would not recommend this product..
Purchased in April 2019 for $1,100.00.
Worst trampoline and service
Bought the large thunder, my kids used it once. It then started to come apart.
Each day something was wrong with it. Showing signs of danger, I just wouldn’t put the kids on it.
Called and wanted a refund, vuly said no, but would work something out with me and I said fair enough, that was last year and I’m still waiting for them to deliver on the promises to me after they themselves admitted that there were problems with the trampoline.
Now they say they are too busy after a numerous amount of calls with one guy saying all good sorted and...it’ll be done before xmas last year. Nothing happened. This ruined my family’s Xmas. I’m still under warranty as well: looks like they don’t honour that either. I have literally waited so long for Vuly to do anything that the trampoline now is beginning to rust: as I said terrible service ever This company Vuly has shown that and admitted they sold me a bad product, won’t refund me for it and has constantly lied to me about repairing it. Saying all costs for repairs are free. I’m now going to the ACCC and Vuly I want my money back. To others don’t waste your time with this company go elsewhere, don’t go through what I’ve been through with Vuly. Vuly obviously cares about just taking your money but does not pride itself on quality customer service: they have no integrity.
Purchased at Toys R Us / Babies R Us.
- Thunder Large
Worst construction process ever, do not buy
The Vuly Thunder L manuals says that it takes 1 hour for 2 people to complete. This is just a lie. My dad and I (we are both carpenters) took over 4 hours to complete this trampoline. We would have paid for installation if we were told it would take 4 hours. I would not recommend this product to anyone.
Only half has arrived...
I’d love to tell you how the trampoline is...but it didn’t all arrive. I contacted Vuly straight away. They said they’d update me in 48 hours - but didn’t. I’ve now contacted Vuly three times. Still no word on when I’ll see the complete product.
Purchased in October 2020.
Don’t buy one
The large unit is impossible to assemble, after numerous calls to support, still no solution! The trampoline is being used without all supports fitted as they are unable to be fitted! I do not recommend this product, actually dangerous in the assembly.
Purchased in January 2018 at Sportsmans Warehouse.
Worst buying experience in my life
I purchase online 4 weeks ago. Paid in full. The produce was due for deliver 2 weeks ago. Has not arrived. I have left 3 messages after waiting over an hour on hold. No response.
Multiple emails are not responded too or responded by auto generated machine resending shipping details.
Toll answers, but has to contact the distribution Center to locate and says they will call back. They don’t. So I try again and again, no responses.
The worst buying experience in my life. Vuly does not respect me, my family, or business. I want a refund as I doubt I will ever get support if there is a problem.
Purchased in March 2020 at Vuly Play Online store for $2,000.00.
DO NOT buy a VULY Trampoline
Our kids have been so disappointed with this trampoline- it was fine for the first few months but we have had nothing but problems with springs breaking. Customer service is brutal.
Purchased in June 2018 for $1,100.00.
Great trampoline but only lasts one year.
We have two children ages 5 and 7 who loved this trampoline. But after 1 year the leaf springs and mat connections rusted making the trampoline unsafe. We cover it in winter to protect it but due to size cant move it into a shed or anything. Contacted vuly who said we need to replace the mat and leaf springs. Wow if I knew I was spending over a $1000 for a one year trampoline I would of brought a cheaper trampoline. Thought I was buying quality. Their advertising states its rust resistant and tested against harsh Australian conditions. Apparently not the case. So disappointed as my boys now dont have a trampoline anymore.
Purchased in April 2018 at Vuly Play.
Warranty claim on frame negated
I purchased a Large size Vuly Thunder in 2014.
The trampoline has been a great source of enjoyment for my daughter however the frame starting distorting and came away from the net.
I provided the receipt and photos that show very obvious frame damage (10 year warranty)to be told by Jack then followed up by Ben that I would be offered a $169 new net plus postage.
I have now lodged a complaint with small claims.
It is such a shame that a “local” product and team have such poor service and warranty conditions.
The kids absolutely love theirs!
Our kids haven't stopped playing and i know this tramp will last and be the kids favourite activity. We are so happy with our vuly and recommend to all our friends. It was the best present for our kids this year by far. They absolutely love it. I even love jumping on it with the kids its so much fun and safe.
January 25th 2018 Update: Absolute Nightmare To Install
Our children love the trampoline however I cannot stress enough that it was the most horrible experience to put this thing together. The customer service will tell you it takes an hour however that is just balony. I would not recommend this trampoline because of the set up it was absolutely traumastising. The customer service was terrible too!
- Thunder Large
Utter rubbish and terrible customer service to boot!
I would have selected zero stars if I could have! Like many other reviews on here I too have experienced the same issue with the mat and net on my Thunder 1.0 parting company. I've owned this trampoline for just over 2 years and the first year was great with no issues. Over the 2nd year the net has gradually ripped apart from the mat rendering the entire trampoline unsafe to use so I now have a worthless piece of pig iron sat in my back yard. I made a warranty claim to Vuly and they simply quoted the terms and conditions and that it is not ...covered under the warranty. I bought this after much research as I wanted to buy a quality product. At the time I couldn't decide whether to go for Springfree or Vuly and I so wish I had gone for Springfree - anyone reading this review I strongly recommend you opt for Springfree if you are undecided. Thank you [name removed] at Vuly for promptly responding to my warranty claim and trying to charge me $400 for a replacement mat/net - thanks but no thanks - I think I will cut my losses at this point!!
My wife and I needed this Vuly Large Thunder trampoline before Easter as we had booked a number of our kids school friends to come over on Easter Saturday. Unfortunately the delivery was late and then when it arrived one of the three boxes was for an XL. My wife saw this immediately and queried the delivery man but to no avail until she contacted head office. Once it did arrive setting up the frame was a little painful as the metal structure was a bit buckled but we got it done. It was ok until we tried to attach the 56 'leaf springs'. Firstly ...the instructions were unclear, but more importantly about 50% of the leaf springs wouldn't reach the mat. I had to employ some McGyver skills: hammering the frame into line, using tie downs, manually reefing the mat with rope and generally busting a gut. My wife has a bruised mouth where the leaf spring went flying into her. This process is not for the faint hearted! Worst install ever. The product is pretty much not fit for purpose unless you are a handyman. Happy Easter.
- Thunder Large
6 weeks on and still unable to use
After doing months of research on which trampoline to buy for my 12 year old son for Christmas, I decided on a Vuly. I purchased the large Vuly Thunder from Bunnings and put it up one week before Christmas with the help of my step father and next door neighbour for extra assistance. First jump a loud crack was heard and the bottom frame into the joiner sprang out with the connector flying somewhere into the yard.
The following morning I rang Vuly and was told Vuly were aware of this problem and I needed a bolt extender kit. I was also tol...d that I needed to register my purchase and when I did so, my problem would be added and the replacement parts would be sent out. Christmas came and went. New Year's Day came and went. I thought there may have been delays over the Christmas/New year period so my son and I were patient. On 5 January I rang Vuly again and was told the parts had not even been sent. I requested free installation as the whole trampoline had to be taken apart and put back together with the bolt extender kit. This happened one week later (now just over three weeks from the original installation and complaint). Two days of a very excited 12 year old using his belated Christmas present was short lived when one mat connector came out of the mat. Two more bounces and a second one. Again I contacted Vuly and registered the second problem. I was told that there were new mat connectors and these would be sent to me and I would need to change every one over myself. Again I requested installation as both these problems were known to Vuly and were not through any fault of my own. I was told no and I would need to ask for help from a male to change them over as they are hard to do. Another week and the parts finally arrived however only two may connectors were sent, not all 56 like I was advised would be sent (I was told I would have to replace every single mat connector with the new ones). I have been unable to reconnect the mat to the new mat connectors, therefore 6 weeks on, my son is still unable to use his Christmas present. I am extremely disappointed and disgusted with both the trampoline and the after sales service. These issues have not only been very frustrating but are also safety issues and for a company whose mission statement claims they "contribute to the world by making healthy play both safe and fun" they seem to have fallen short on both accounts.
- Thunder Large
Very poor customer service, poor trampoline base quality and sun shade
The trampoline is very difficult to put together. The quality of the equipment to put to base together is poor and popped out of place when children were on the trampoline, even though they were thoroughly checked and in the right position.
After assembly the trampoline was excellent with a really good bounce. Kids love playing on it.
The customer service is very poor. I got no responses to my questions about my product and its expected delivery. Equally rude on the phone.
The trampoline is only 4 months old and already the sun shade h...as two holes in it from sun damage, one of which is approx 100cm x 30cm! Because it came under a promotion it will not be covered by warranty. To replace the sun shade would cost another $200, plus postage. Per year that would equate to $600 plus postage for each if they only last 4 months! Overall, for the amount of money invested in these products I would recommend choosing a better company.
Worst purchase of 2016
I felt compelled to write this after seeing all of the obvious plant reviews from Vuly.
Assembling this trampoline was a terrible experience. The tutorial videos set the wrong expectation, and as a result you are left feeling completely useless and defeated. It took me two days and that was even with the help of a post and ratchet tie down straps (thanks for the suggestion whoever that was).
The black safety clips do not make an audible "click" as Vuly suggested and they fall off after a while. Very concerning.
I absolutely can not believe Vuly are not taking these assembly issues more seriously.
Only positive with this experience was the price I paid at Bunnings Nerang. In hindsight, it was still too much for what I suffered.
Questions & Answers
We have only had the Thunder a few weeks and the first leaf spring has snapped! Very concerned as note this has happened to a few others?? Also in Vic - kids like caged animals and waited weeks for delivery... now a 2 weeks wait for the broken spring, so very disappointing as we approach school holidays!! Can they jump with one missing spring? What assurance do I have that this wont keep happening??
So very disappointed!!
On closer inspection looks like some of the springs appear tighter than others? Should they be more even? Will the others also snap? Very concerned - pls reply!
Thank you for contacting us and I apologise for the issues that you have been experiencing.
If you could please send an email to firstname.lastname@example.org, along with your order number, I will organise for a service representative to contact you about this.
Again I do apologise for any inconvenience.
This appears to be a serious design flaw, which perhaps coincidentally generates revenue for Vuly as replacement springs need to be purchased (with postage making up 50% of the replacement cost for 10 springs) . We assembled our Vuly Thunder (Med.) in Feb 2020 ; and already 3 springs have snapped in half at the point where they touch the frame. We purchased the trampoline in mid-2018 so Vuly advised that even though it was assembled from new less than 9 months ago; the springs are not covered by warranty.
There are 42 springs which would cost $250+say $50 postage under warranty (its $25 to post 10) - if they fail at the rate they have done so far, this should be factored into nay buying decision.
Currently corresponding with Vuly, and I find the position that a major component is only guaranteed for 1 year highly suspect.
Can you please tell me if the springs are the same for the vuly thunder and the vuly thunder pro please
What is the difference between both these trampolines please and
Thank you for contacting us.
The main differences between the Thunder vs Thunder Pro, apart from the price difference are:
1. The Thunder Pro frame has a matte-black powder coated finish.
2. The Thunder Pro features a softer netting made of soft terylene.
3. The Thunder Pro has full-length leaf springs, whereas the Thunder's leaf springs are half the size. This creates a larger potential for bounce.
Should you have any further questions about this, please contact our friendly customer service team on 1300 667 514.
Cheers, Claire :)
Anyone having problems with springs deforming and snapping?
no deforming but 3 springs snapped so far. Waiting for vuly to get back to me re solution.......cannont keep happening
I’ve gone through 12 springs snapping so far. I have 4 more that are bent out of shape.
I’m at the point where I’m just going to junk it and buy another brand.
i have gone through 14 springs over 5 mths, its a defective design as the weight is not transfered over entire spring but flexs on where spring bends over the circle frame. Always breaks on that spot.
Get an answer from our members and Vuly Play representatives
|Max User Weight||150 kg|
|Type||Above Ground and Spring-Free|
|Spring Count||56 springs|
|Safety Net Height||180 cm|
|Total Height||282 cm|
|Mat / Frame Height||89 cm|
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.