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Vuly Ultra Large
Mel S.Freshwater
- Ultra Large
- Verified purchase
Faulty product and terrible customer service
We ordered this trampoline before Christmas. It was meant to be a Christmas present for our children, and one of the selling points was that it was easy to assemble. We tried and failed to assemble it on Xmas eve - the T joiners are simply too small to allow the curved poles to be fully inserted as shown in the instructions. Our contact with Vuly has gone as follows:
Email: We emailed customer support with details and never received a reply.
Phone contact - we have called over 10 times, about half the time we are on hold until the service di...Read more
sconnects after 10 minutes. The call centre claims to be open at 8am but when we call before 9 we get a recorded message saying it is closed. We have never had anyone answer the phone on a weekend even though they claim to be open for support 7 days. There is an option to leave a message which we have done several times, we have never been called back. The times we have spoken to customer service has yielded the following results: 1. We explained the issue, they explained that there was a batch of trampolines with “thicker metal” that were more difficult to put together, and were asked to email photos and they would get back to us. We emailed the photos with no response. 2. After calling back we were advised to “bash the poles on the ground” to get them to connect. We stated that we still couldn’t get the final join together (as it isn’t possible to lift the whole trampoline to bash it on the ground) but we would try again.Purchased in November 2018 at Vuly Play Online store for $1,000.00.
4 comments
We have provided Denaya with two contact numbers as requested 6 days ago, and still have not heard from anyone at Vuly.
Now the springs have started to fall out of the frame. The trampoline frame was manufactured with the majority of spring holes on the underneath of the frame rather than on top as shown in assembly in... Read more
structions. Vuly informed us this wasn’t an issue and we should just put the springs underneath, however the springs underneath are now falling out when jumped on.Similar opinion? Write a review on ProductReview.com.au!
Questions & Answers
Faeraasked
Hi, will the shade cover and tent for the large Ultra also fit a large Lift?
1 answer
Vuly PlayVuly Play
Hi Faera,
Thank you for contacting us and I apologise for the delay in response.
The Ultra is a different shape to the Lift so the shade cover and tent walls would not be compatible.
Should you have any other questions or require further assistance, please contact our customer service team on 1300 667 514.
Cheers, Claire
Laaaaaaaauraasked
Unsure how to assemble the ultra large. The instructions say ensure the punchlines are facing upwards but then there is only 3 holes on top and 4 underneath and the little holes for the springs are so far away from the T joiner like it has in the video and the instruction manual. Please help! It’s a birthday on Tuesday and am going to have one upset little girl!
1 answer
Vuly PlayVuly Play
Hi Laura,
Thank you for contacting us.
If you look at our online instructions and installation video there is a disclaimer that states for the S, L & XL Ultra trampolines the punch hole may be on the top of the frame tube or underneath. It does not matter, please attach the spring to the hole located underneath the frame tube closest to the T-Joiner.
https://www.vulyplay.com/en-AU/installation
I do apologise for any inconvenience. Please let us know if we can be of any further assistance on 1300 667 514.
Cheers, Claire
Details
| Category | Trampolines |
|---|---|
| Price (RRP) | $949.00 |
| Shape | Round |
| Safety Walls | Yes |
| Max User Weight | 150 kg |
| Type | Above Ground and Coil Springs |
| Spring Count | 56 springs |
| Dimensions | |
| Safety Net Height | 175 cm |
| Width | 359 cm |
| Total Height | 281 cm |
| Mat / Frame Height | 91 cm |
| Depth | 359 cm |
Visit official website
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Vuly P.Vuly Play
Hello Mel,
Thank you for the taking the time to provide feedback from your recent experience with Vuly! ... Read more
We do greatly apologise that this issue was ongoing and that the installation process took as long as it did. We do take all customer feedback on board and we will work towards improving our installation process. I've sent you a PM regarding this, so it would be greatly appreciated if you could please take the time to reply back with your details so we can get in contact with you. Once again, we do apologies greatly for the inconvenience this has caused. We look forward to hearing from you! :) Kind Regards, Denaya @VulyPlay