Getting the bounce on customer service.
Trampoline is ok, customer service is terrible. The kids still can’t use the basketball hoop purchased at Christmas due to faulty plugs, A customer service representative suggested filing the plugs down while we wait on the correct one. ( so far 7 months) apart from the safety hazard for my children, we should not have to do this. They promise and promise however it seems no one can actually give me straight answers or what I actually paid for. Too many more issues to mention, go for another company who will be more up front if you need service, save the money and time.
Purchased in September 2019.
Final and third review after 5 years. Saga of a Trampoline!
Our large Vuly Thunder was bought for Christmas 2014 but only erected in April 2015 due to new pool and landscaping tasks to complete.
My initial review told how much we loved the design and what a fantastic bounce the kids had with it.
The original mat failed just out of warranty and was replaced by Vuly at no cost. My second review talked about the problem mat and commended Vuly's response of giving a replacement.
Well, the new mat lasted no better than the first. The way it ripped was VERY dangerous to the child who was jumping. I was SO con...
Purchased in December 2014 at ToysRus for $1,300.00.
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.
fell apart after 2 years of use
I was disappointed when the springs started snapping and other parts of the trampoline started falling apart after only 2 years of use. I contacted support and found the springs only have a 12 month warranty and are of course expensive to replace. The whole thing started feeling unsafe like the rest of the springs were going to start randomly snapping. I just would have expected longer out of a trampoline of this value.
Purchased in June 2018.
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.
A Little disappointed
We have had our Vuly Thunder Large in our back yard for not even 5 months, the pictures on the mat are fading and leaving whitemarks on the kids clothes, the wife is chewing through stain remover. The basketball hoop that came with it does not have caps on the end of the tubing and fills with water when it rains causeing the metal to rust. Would not recommend this trampoline if you are putting it on your grass in your back yard, suitable for hard surface only, the poor design of the feet allow the trampoline to sink into the lawn, unless you in...vite one or two of your mates around, and offer them the standard payment of a beer or two to assist in moving your trampoline around everytime you want to mow your lawn, the feet dig into your lawn, drag and rip up your lawn, Vuly need to design better end caps for the feet to stop them sinking and make it easier to move the trampoline, as well as the issue with the fading pictures and caps missing from the basketball setup. To be honest, I'm disappointed in the quality of the product for what we paid for it.
Purchased in November 2019.
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.
- Thunder Large
Dear Vuly: address how leaf-springs connect to the mat, or risk more people being hurt.
To kick things off, I’ll start by saying the finished product truly looks the biz, and seems to perform really well. My daughter loves it, and I feel we’ll get to enjoy loads of use out it.
Vuly should address how Mum-and-Dad purchasers assemble the trampoline, and in particular how to safely attach the leaf-springs. In my case, there was absolutely no way I could attach the bulk of the leaf-springs by following Vuly’s assembly instructions. What’s more, after reading reviews on this site it’s obvious that some people are being inj...ured – and in some cases, seriously injured – as they assemble their Thunders. Based on my experience, I can concur with that: I copped two (albeit minor) injuries trying to connect the leaf-springs. So I can’t help but wonder - given the history of injuries that look to have been sustained by some folks’ while they were assembling their Thunder - what Vuly is doing to help address that. I posted an earlier revision of this review onto this site that was rejected, and was then asked to ‘Please describe only my experience with the Vuly Thunder’. So… here it is. We purchased our Thunder in late 2017. Our initial plans to assemble it in time for Christmas day 2017, for our daughter, got scuttled after she broke her leg a few days beforehand. So, we rolled the 2017 plans over to 2018, hauling in the (yet-to-be-assembled) Thunder as a ‘from the family, to the family’ Xmas 2018 gift. Perhaps that kinda’ cheap, I guess, but you do what you need to...
- Thunder Large
We have had Our vuly thunder for almost 4 years and sad to say that it hasn’t held up very well at all, considering the cost of the trampoline.
Issues we have had are, the Poles have rusted and snapped,
The entrance to the trampoline has deteriorated and is falling apart.
Other parts to the trampoline broke within 6 moths of having it (these small parts were replaced free of charge by vuly)
The trampoline has only had light use by our child (got it for his 3rd birthday) we pretty much have buyers remorse as we expected the trampoline to last much longer than it has.
Very disappointed in the product
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.
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|
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