Trampoline Jumpers

I paid a much higher price for a much better trampoline. In the end, it was only marginally better than a cheap one. I could have bought 5 over 5 years for the same amount I paid.
This trampoline, maybe lasted a good 2 years before it all started falling apart. Maybe not even that long. The frame does seem sturdier than others and we haven't had it blown away with wind. Everything else is the same as the cheap trampolines. The warranty for the majority of the trampoline is only 2 years and is prorated at that, so not a true warranty. Please be aware. I thought I was being smart...in the end I think I was played by false advertising.

https://www.checkbca.org/report/trampoline-jumpers-100110047/reviews

Be sure to provide your feedback on this website as well. Everyone needs to know about the bad business practice.

I am heartbroken to see all these stories. I didn't come across this site until it was too late. We started contacting Trampoline Jumpers 18 months into our ownership of their rust bucket trampoline. We purchased a 15 ft round $2k trampoline. What a piece of rust bucket. The owners of this small dishonest business told me over the phone to just use WD40 it will be fine. My husband spent some time cleaning it up weekly and kept telling me "nope, this thing is garbage, it shouldn't be this rusty in 12 months, 18 months, this should last years. We called Trampoline Jumpers again and they act nice and act like they are trying to be helpful giving advice. Then things still rust and st the bed and when communicating with these people as you're really starting to need to speak with someone, it’s a one week turn-around time each touch point to call, leave message, they call, leave message, you call, send email. We think this is intentional, so time runs out of the warranty. You know, you are being patient, they give suggestions, you take time to act on suggestions, THEN BOOM nothing is getting better and warranty is over. Springs started popping off, left and right, not sure if you can see in pictures but the hook is so rusty that it can't hang on anymore and POP. Even when the kids were at school and I was on the Lanai. Just POPPING off. We sent pictures to Trampoline Jumpers. Nope, not good enough. THEY WANT US TO MAIL SPRINGS TO THEM. Incur more cost on rusty poundage of springs when we need to get NEW springs? We need a new net. We need new D rings as they too are all rusted. The ladder hooks bent backwards from DAY ONE when my 6 year old climbed the latter. Trampoline Jumpers feedback (While still under my warranty) "Yeah, we've enhanced with better material". Stupid me didn't demand a new latter. Grrrrrrr! Oh yes, heads up, My husband mentioned that the springs and the D rings are made of different metals that actually have a negative rotting affect when put together. When we emailed Trampoline Jumpers and NEVER heard from them, they swore up and down they NEVER received my email (that was in my sent box by the way with my husband cc'd). All of a sudden, one week later they are responding from the very same message they said they did NOT receive. They tell us they are sorry for our experience but our warranty is over. They offered 30% off 30 springs and we need 150 to 175. Complete insult. THIS PRODUCT DOES NOT LAST.

I am sick to my stomach with the thought of how much we might spend on this dumb trampoline. 18 months to 3 year ROT time is HORRIBLE. DO NOT PURCHASE!

Our family purchased a trampoline from Trampoline Jumpers years ago. It was time to replace the jumping mat. We decided to order from Trampoline Jumpers instead of Amazon even thought Trampoline Jumpers price was 2-3 times higher because we have been pleased with the quality of our original product. Prices for trampoline parts are not listed on their website. I had two conversations with the sales department. Both times I was quoted $160. I received a billing statement several days later that stated "free shipping" and then at the bottom of the page added a $40 shipping charge. The $40 shipping fee was never disclosed to me when I placed the order. I called customer service to inquire about the extra charge and proceeded to get screamed at over the phone. I was told that all phone calls were recorded and that they would send me the recording when I was informed of the $40 shipping fee. I did not hear back from them so I sent an email to customer service requesting a solution, or the phone recording. It has been two weeks and they have not responded. Customer service has been beyond disappointing. I was never informed of any shipping fee before or after I gave them my payment information. I was then berated and yelled at over the phone and Trampoline Jumpers has not resolved any issues.

Mr. [redacted]we apologize for how you feel about the outcome of your case and that you are not satisfied with our resolution.  Per our discussion with our warranty dept, back in Aug 17th , base on our terms and conditions we stand behind our frame and springs for a lifetime. We...

had requested that you ship the item back to us for repair/replacement.  But you chose not to.  You had then requested for a full refund, since you have owned the trampoline for over 5 years, based on our terms and conditions we cannot do that.  We opted for a secondary resolution to help you by offering you credit towards your next purchase.  Which you have denied as well.  If you chose  any of these 2 options, we would still be more than happy to assist you.  Happy Holidays and may god bless.

From time to time we make minor changes to our trampoline that does not affect the quality or the integrity of the trampoline.   the only difference is the net, instead of clip we changed it to straps. We felt that the straps last longer vs the plastic clips. We can not longer deal with...

customer because he has continually used vulgar language to our sales rep.

Terrible. DO NOT PURCHASE.
This item is a scam. The netting is flimsy and will not stop a child flying off the trampoline. My netting starting falling apart on day one with the zipper area coming completely un threaded. My daughter fell through this netting as if it wasn't there, no resistance at all. No response from this company on that accident. The safety padding will rot, crack, harden and turn to white powder within 12 months. On first rain my safety pads absorbed the water and filled like balloons, Trampoline jumpers said to stab holes in them, they are just filled with cheap foam.The main bounce pad loses half it's bounce after it's first year. The company want to sell you replacement net enclosures, safety pads and jump pads annually or as often as possible and these items are not cheap. Buy your trampoline from a trusted and respected company that does not try sideshow selling techniques of putting a car on the trampoline frame, there are plenty out there. Do not buy from this company.
In 2017 this company was found guilty of fraudulent advertising by the FTC. Would you really make a purchase from such a company?

Review: I ordered a trampoline from Trampoline Jumpers on May 25th, 2013 and received it on June 4th, 2013. I notified Trampoline Jumpers on June 4th and June 6th of damaged parts, missing parts, wrong parts, and manufacturing defective parts and they replied on June 14, 2013 that they would send out a replacement jumping mat and the 4 missing springs. They also requested additional pictures of the damaged frame so they could determine which pieces needed replaced. My original response with the additional pictures got lost and I didn't follow up again until March 29, 2014 at which time I was told that they would no longer send out a replacement jumping mat (although they agreed to it in June, but never sent it)but would send out the replacement leg frame and springs since they have a lifetime warranty. It has now been 6 weeks since my last communication from Trampoline Jumpers and I have yet to receive replacement parts promised to me on June 14, 2013 and again on April 1, 2014.Desired Settlement: I am extremely frustrated by the lack of customer service from Trampoline Jumpers. They sold me a trampoline with missing parts, manufacturing defects, damaged parts, and incorrect parts and have failed to take care of any of it. I would like a full refund of $2,195 so I can take my business elsewhere.

Business

Response:

When the customer first received the trampoline from us, we told them to email pictures so we can send out the correct parts. However, after using the trampoline for 1 year, they then decided to reply to our email. Per our warranty and Terms and Conditions, if there are issues with the frame or springs, we'll send out the replacement parts. As for the mat, net and spring pad, they have a prorated warranty, which is clearly spelled out on our website. After using the mat for one year, they decided they wanted a new mat, along with frame parts and springs. We can definitely send frame parts and springs, but customer is required to pay for prorated mat.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Trampoline Jumpers has know about the defective and incorrect parts I received within 1 week of me receiving the trampoline and have yet to send out ANY parts to resolve the issue. The only part that they can justify with this lengthy delay is the leg that they couldn't easily identify until I sent the additional picture in March, but I fully expect the other parts promised initially to included - there was nothing for me to follow up on in regard to those parts and they should have been sent out last June. It has been over 6 weeks since they've gotten the clarifying picture and I have yet to receive a single replacement part.]

Regards,

Business

Response:

Customer received the trampoline and there was some freight damage. We told customer we will send out any replacement parts that are needed. Now after using the trampoline for one full year the jumping mat is defective and the spring pad is UV damaged because customer did not put UV protection on the material as stated on our terms and condition. The jumping mat and the spring pad has a 2 year prorated warranty. Since customer has owned the trampoline for over one year she is responsible for 50% of the cost plus shipping. A replacement jumping mat cost 350, so customer cost is 175 plus 35 in shipping. A replacement spring pad is 375, so customer cost is $187.50 plus 105 in shipping. If the shipping cost is to high customer is welcome to provide us with shipping labels and we will ship out with their labels.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not interested in purchasing anything additional from this company so I will decline the pro-rated mat and pads, but I am requesting that they follow through with their promise to send replacement parts that they have been promising for over a year (the three missing springs, and the replacement frame leg that was split when we received it.

Regards,

Review: May involve a health issue.

Company is failing to provide the correct operational instructional manual since Delivery of product since July.

Because trampoline has a netting for protection, and company has failed to deliver an instruction manual to securely attach netting to the trampoline base there is a risk of injury to children playing on the trampoline.

6 attempts have been made to obtain trampoline instruction manual for the trampoline they have delivered. However on most recent attempt they referred me to a youtube per email below

-----Original Message-----

From: [redacted]

To: [redacted]

Sent: Wed, Sep 23, 2015 12:12 pm

Subject: manual

https://www.youtube.com/watch?v=3LAMBOA8_8E&feature=youtu.be

Avast logo

This email has been checked for viruses by Avast antivirus software.

www.avast.com

We sent them another email to respond to resolve the matter. But the general manager being a terrible businessman appears to not want care about the safety of the trampoline users. Instead sends me an outdated video which provides sames instructions for the incorrect netting having connector to the trampoline.Desired Settlement: Send the correct Users manual so that safe operation of the trampoline by showing how to connect the netting attachment to the base of the trampoline. I would like to have this general manager's owner listed on this site be contacted to resolve the matter (as simple as it is to remedy). Not withstanding this I can see why the Revdex.com has given the D rating to this company. Considering the importance of safety outlined in the incorrect user manual received I find this company appalling in its behavior and disregard to safe operation of the product they have sold to us.

Business

Response:

From time to time we make minor changes to our trampoline that does not affect the quality or the integrity of the trampoline. the only difference is the net, instead of clip we changed it to straps. We felt that the straps last longer vs the plastic clips. We can not longer deal with customer because he has continually used vulgar language to our sales rep.

Review: We purchased our Olympus Pro 12 foot trampoline in 2009. The trampoline frame and springs have failed. The company provided a lifetime warranty on the frame and springs. The company is not upholding the warranty as they indicated that they no longer manufacture or repair our frame. They are asking that we purchase a new trampoline at a cost more than what we originally paid for the trampoline.

We contacted Trampoline jumpers and spoke to a Mr. [redacted]. During the discussion, Mr. [redacted] explained that our frame was not replaceable or repairable and that Trampoline jumpers would replace the unit with a better frame XHD for $600 and shipping costs. He then went on to claim that he needed to check with his engineering department to confirm whether the frame could be repaired. He emailed back on August 13th stating that we had the option to repair or purchase a similar new trampoline for $600. We requested the return mailing address from Mr. [redacted] on August 14th, with no response to date.

During the discussion with Mr. [redacted], he made a threat that there would be “consequences” to pursuing legal action in regards to our warranty claim. Mr. [redacted]’s disposition and demeanor was unprofessional, disrespectful, and inconsistent with good business practice. We requested that Trampoline jumpers assign a representative, other than Mr. [redacted] to assist us in our warranty claim.Desired Settlement: We would like Trampoline jumpers to uphold their published warranty by selecting one of the 3 options.

Option 1:

We will return the frame and springs and Trampoline Jumpers will repair the frame and springs to a safe and operable condition. Trampoline jumpers will provide a return shipping address and return instructions. We will pay for the shipping and handling of the frame and springs. Trampoline jumpers must provide detailed return instructions by August 20th. Trampoline jumpers agrees to inspect and repair the frame, per warranty, and return the trampoline to [redacted] Drive, [redacted] in a “reasonable time”, or 30 days upon receiving failed unit.

Option 2:

Trampoline jumpers will refund $562.90, the full amount of the trampoline. We will release Trampoline jumpers from all warranty liability.

Option 3:

Trampoline jumpers will replace the frame and springs with a similar, like kind frame and springs that will work with our existing enclosure, pad, mattress, and ladder. Or replace the frame and springs with a similar, like kind frame and springs with a working enclosure, pad, mattress, and ladder. Once option 3 is agreed in writing from Trampoline jumpers, they will provide the replacement material in a reasonable amount of time, or 30 days after written agreement.

Business

Response:

Mr. [redacted]we apologize for how you feel about the outcome of your case and that you are not satisfied with our resolution. Per our discussion with our warranty dept, back in Aug 17th , base on our terms and conditions we stand behind our frame and springs for a lifetime. We had requested that you ship the item back to us for repair/replacement. But you chose not to. You had then requested for a full refund, since you have owned the trampoline for over 5 years, based on our terms and conditions we cannot do that. We opted for a secondary resolution to help you by offering you credit towards your next purchase. Which you have denied as well. If you chose any of these 2 options, we would still be more than happy to assist you. Happy Holidays and may god bless.

Review: 1 1/2 years ago I decided to purchase a trampoline I had two other trampolines both purchased at [redacted] for 200.00 and both lasted for 2 years due to the spring protector falling apart. I decided to buy a higher end trampoline so it would last longer than 2 years, thinking more money would mean a better product. I also read some of the descriptions on the Trampoline Jumpers website that states their spring protector is made from "military material and will not melt in the sun after 2 or 3 years. When I called them initially 11/2 years ago I explained to them I am looking for a trampoline that will not fall apart. I was assured their product, including the spring protector will hold up for years of family use. After a year and a half I started noticing the spring protector mat was ripping and falling apart, just like the [redacted] brand; however, the [redacted] product lasted 2 years. I called Trampoline Jumpers about the spring/frame protector coming apart, I sent pictures of how the foam was missing from parts of the protector. I received a response that the company would cover only 10% of the cost of a new spring pad. It was their prorated insurance coverage. I spoke to a warranty supervisor and general manager about my issue, and both tried to explain to me how much it cost the company to buy the spring protector pad. They had no truly concern about me the customer and how I was out $800. I also mentioned to the GM about the the quote "won't melt after 2/3 years, he responded it did not melt did it. These two individuals asked me how can I resolve this issue is when I told them, "are you not going to ask what could the company do to resolve this". All they cared about was getting more money from me I lost in this situation because I am now forced to buy another pad for more than $200, 25% of the original cost. I was mislead, the company is not willing to back their talk. Life time frame great, but a cheap spring protector that lasted less than [redacted].Desired Settlement: Instead of charging me 200.00 for the replacement, why not meet me half way. On top of that, change the wording on your website "won't melt 2 to 3 years in the sun, unless you are going to back it up. Also, train your employees to focus on customer concerns not how much company pays for their product to be made. GM gave the excuse he has no authority to meet my demands, due to not having power. Give this person the power to do what is right for the customer. Also the GM mentioned to me if I sprayed a UV spray on the protector, it will last much longer. This needs to be told to customers when they order the product. The GM also mentioned Texas heat as an excuse why the product failed, warn people before purchasing this product about how weather effects the product. I have never came across a company that is so open about their company bottom line is number one and customers are secondary. Last if you are going to have a strong frame, match it with a more durable spring pad.

Business

Response:

Just like any other fabric material that is put out in the sun in extreme heat, UV protection is required. It is stated on our website that all our spring pads should have UV protection as we cannot control the type of environment or condition our trampoline is put under. In the mean time we fix the issue with Mr. [redacted] we did sell him a different quality spring pad at a lower price

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

it

I am glad you referenced your webpage, and you are correct that it states recommending uv protection. The only problem, it took me over 15 minutes to find what you were stating, and I knew what to look for. The warranty page is accessed at the bottom of screen and the info you referred to is at the very bottom of that page. This is mentioned only once on the whole webpage, at the bottom of the page (no bold or italics) , while the quote "Our jumping mats, spring pads and net enclosures will not melt or deteriorate in the sun after 2-3 years. They’re UV treated and made from military tough material that can withstand any UV or sun exposure". This exact quote is mentioned on your website at least 8 times that I counted. I was told on the phone that living in Texas and its heat was the main factor for the failure of the spring pad, well this quote says it can withstand any UV or sun exposure. I did misspeak when I said the pad lasted 1 1/2 years. After thinking about this, I order this in December of 2012, and did not put together until March of 2013 when the weather in Texas is warmer. Did not make sense to put together until winter was over. So it really only lasted a year and two months. Also your quote said this was resolved because you sold me another at a lower price, 189.00 what I am spending for a new pad, the original offer was 200.00 (prorated). Wow $11.00 difference. On your website it mentions the company would cover 1/2 the cost if the material fails in a year, with this said, why can you not honor this after now learning it was only up for 14 months. Also I have called three times to talk with [redacted], because I was told I would not be charged for shipping, well I have a $268 charge on my credit card, and when I called Wednesday I asked if I could leave a message for [redacted], the person told me no I need to call back two hours. I have been busy the last two days, but will call again on Friday. The more I talk with reps from your company the more I am noticing a trend of no customer service. Why could he not take a message to have you call me. Also I left a voice mail on [redacted]'s phone, I believe on Monday or Tuesday explaining the delivery charge, and still waiting for a return call.

Business

Response:

Mr. [redacted]Thank you for taking the time to write to us about your concerns. We have noticed that you complied with our terms and condition and have purchased a replacement spring pad. After reviewing your complaint and notifying us of your amended setup date, we are willing to give you a $50 credit towards any future purchase. Please refer to your order number for the credit.

I purchased what I thought was a top of the line trampoline from Trampoline Jumpers on Jan of 2013. The jumping mat fell apart in July of 2014. All over the sales pages is listed lifetime warranty, with no mention of only on the frame, limited, or see details, etc. I called to talk to customer service, and talked to their rep that said the mat was pro-rated 2-yr warranty, so I could pay $180 on a $210 retail priced part. I wouldn't have minded if the ads weren't so misleading, and I think the mat should have lasted more than 18 mts as I have had other trampolines and they lasted much longer than that. Lastly, I ordered the mat replacement, and the invoice says free shipping on it. I just got the mat and they charged me $40 shipping for it. They probably doubled the cost of shipping and profited on shipping as well, as the mat weighs 5 lbs, does not cost $40 to ship. I called them on that, and told them it says on my invoice, "shipping method, Free Shipping-Free" I was told only when you purchase a full trampoline. The why does it say free shipping on my invoice, and why didn't the person who took my order tell me there was a $0 charge? This company is devious, and the product does not last.

Review: 1st problem is they are starting the warrenty the day I bought the trampoline instead of when I recieved it. (I waited over 10 weeks)

2nd problem. the zipper broke on the safety net. the man that took my call said they can jump with out the zipper.

3rd problem. the mats fell apart with in 2 months.

4th problem. the pole that connects to the frame and holds the safety net broke apart from the frame.

5th problem. they will not help me nor will they return my lawyers phone callsDesired Settlement: I want what I paid for. because their warrenty department is so hard to deal with I would like a refund.

Business

Response:

Per our warranty the trampoline spring pad comes with a 2 year prorated

warranty. By the time the customer had called us for the first time

customer had owned the trampoline for over 5 months. So customer would

have to be responsible for 21% of the cost plus shipping. Customer

refused to pay for the shipping and threatened us with lawsuits and

negative online complaints. We do not warranty against fading as these

are outdoor product and require a certain amount of UV protection and

care. Every customer has the option to purchase UV protection when

buying our trampoline. If customer would like a refund we will gladly

take it back provided customer pays shipping both ways and 20%

restocking fee because the trampoline is used and unsellable.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

my warranty should start the day I received the trampoline.not the 10 weeks that I waited for it. which I received it on June 15th.what about the frame that broke? it will not hold the pole in place for the safety net. please respond to these two issues.

Business

Response:

[redacted]I apologize that you are not satisfied with the outcome of your situation. We have been trying to get in touch with you for awhile now in trying to resolve this matter. Your issue has been escalated to the head of the warranty dept and we have a resolution in place to assist you with this matter. Please contact [redacted] Williams at 888-[redacted] ext [redacted] so that he can help you come up with an amicable solution

Review: We purchased a trampoline in December 2013 for a Christmas gift for our kids. We installed it in May of 2014. Within a month or 2, the pads were fading and the clips which held them in place were breaking. In less than a year, the pads were completely ripped all over and really not covering the springs anymore. In August 2015, I did send the company an email telling them about the pads and how disappointed we were in the quality. But, we had another issue to address at that time. The corner pole which holds the net enclosure up was not staying locked in. It kept falling forward and we kept trying to get it locked into place but it wouldn't stay locked. It fell forward and hit a kid in the head which really hurt him. I also let the company know about the condition of the net enclosure. The zipper and clip were broke so we could no longer keep it closed. They did reply back telling me the cost of the prorated replacement parts and told me to DUCT TAPE the pole since it was covered by foam and no one could see it! In November 2015 I sent another email because the jumping pad split! They replied back telling me I could pay 50% for the parts. The discounted parts would be... jumping mat $125, the spring pads $175, and the net enclosure $125 plus I would need to pay $105 for shipping. They still never addressed the pole which wouldn't lock into place. I had sent pictures showing all of the problems we were having. I sent another email in November telling them it was unacceptable to charge me for a jumping pad that split. It should have never split! The kid jumping almost fell through. They never responded to this email. I thought this was terrible. I could not spend over $500 for replacement parts and shipping when I know they will fall apart again. The ripped up pads are laying in my garage. The trampoline is an eye sore in my backyard. My kids can not use it because the jumping pad is split! Several springs have fallen off and it just looks terrible. We paid $2050.00.Desired Settlement: We would like a refund for this trampoline which we can not use. We have saved the broken and ripped up pads and the springs which have fallen off. I have pictures of everything I have addressed. The trampoline is of no use for us since it can't be jumped on. We would like to be able to purchase a new trampoline for our children but we will do the purchase locally.

Business

Response:

[redacted],We are sorry you are having a difficult time with our trampoline. You purchase the trampoline over 20 months ago, at the time you emailed our customer service dept. Our warranty service rep was able to give you some advice and assistance, however you did not want the warranty service and wanted a full refund. After owning the trampoline for 20 months that is something we are unable to do as the trampoline is deemed used and unsaleable. Should you still require warranty support please call us for assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I understand that the warranty service department offered advice on using a UV spray on the pads, which are beyond using anyway. I also understand I was told I could purchase a new net enclosure. Again, I think it's terrible that it could break so soon. However, I was never offered a new pole for the one that doesn't click into place correctly! I was told to duct tape it which is absurd. When the trampoline was delivered, the boxes were all torn apart and pieces were out of the boxes. I addressed this issue as soon as it was delivered. It is possible that the pole was damage then. I have never been offered a replacement for the pole.Besides the net and pads being ruined and the pole not locking properly, there is even a bigger issue at this time. The jumping mat has split! It is not usable! This broken down trampoline is just sitting in my backyard looking like junk. There is absolutely no reason why this should have happened after using the trampoline for 1.5 years. I have never heard of a jumping pad splitting down the middle when a kid is jumping on it! I have several friends who have purchased cheaper trampolines which have held up much better than ours. My husband and I decided to spend the extra money (on what we thought was better quality) on a trampoline for our children because we wanted it to last for years. We regret our decision for not purchasing locally. I had a great trampoline growing up as a kid and it lasted for 20 years! Sadly, I was offered to pay 50% plus shipping for the replacement parts such as the net, pads, and jumping mat. Again, I was never offered a new pole. I can't believe I was asked to pay for a new jumping mat. I find it very hard to believe that I could be held responsible for paying even 50% of a new jumping mat plus shipping charges. I should have been offered a new jumping mat free of charge because the product failed. I am beyond disappointed that this company will not stand behind their products. Before the purchase was made, I was assured that I was investing $2000.00 into the best trampoline which would give years of happiness to my family. Instead, I have had one of the worst experiences with an expensive purchase. I would expect fading pads, a net enclosure to break, a pole to fall off and hit a kid in the head because it doesn't lock properly, and a jumping mat to split, on a trampoline that cost a couple hundred dollars. I do not expect these kind of problems on a $2000.00 trampoline. At this time, we are out $2000.00. This is a lot of money to us that has literally been thrown down the drain at this point.

Regards,

Business

Response:

[redacted],Per our terms and condition all of our warranty require customer to return the item for repair / replace. You did not want to return the items for us to repair/replace so our customer rep was giving you a suggestion. As for the damaged freight, we did respond to your email and requested to let us know if any parts are damaged we will replace asap. We did not hear back from you again on the damaged parts until now. The damaged freight is from a 3rd party shipping carrier, and without the list of replacement parts from you we are unable to move forward with the freight claim and get you replacement parts. The offer that we gave you for the parts is still on the table, should you need replacement parts please contact us.

Trampoline jumpers sold us a unit in December 2015. We set the unit up in April 2016 due to the weather conditions in the mid west here. On April 27th we noticed the pad faded out within 27 days of this unit being out of the box.

Trampoline Jumpers told me they do not warranty against fading and that they cannot control the conditions where their trampoline units are placed. Really??? After just 27 days outside, the unit fades out 100%.

Poor product, false mis led advertising, and very poor customer care.

Review: Product performance not as promised. Multiple messages left on their customer service voice mail with no return calls or acknowledgment. The only way to get a hold of this company is to call their Sales department. After explaining my dissatisfaction with their product the sales person immediately had a remedy and knowledge that was not given to me at time of purchase. He gave an option which involved me randomly making alterations to the trampoline myself with no guidance or I could spend upwards of $300.00 for shorter springs "that should produce" the desired and promised performance of the product at the time of purchasing. When I replied that I did not feel this cost should be my burden the sales person was very short and less than professional. When I asked to speak to a supervisor I was told one was not available. When I commented that there must be a manager or owner I could speak with his reply was the only way to contact such a person was via email through their web site and the manager's reply would be immediate (within a day). It has been 13 days with no reply. I called again today and once again could only leave a message on the customer service line, which I reluctantly did (multiple calls to customer service has never resulted in connecting with a person and all messages have gone without reply). From experience I have learned that only way to get in contact with a person at this company is by calling the sales line. After leaving a voice message with customer service I once again called the sales line and got a hold of the same sales person who was once again confrontational when I was simply expressing my frustrations with his, and his employers, lack of response and communication that was promised me. I was told that he would have a manager contact me at once... same promise as 13 days previous.Desired Settlement: Replacement of parts, at no cost to me, to achieve proper product performance or exchange of product for a like product with promised and expected performance.

An apology would be nice too, but I can forgo that to receive the quality of product I paid for and was promised at the time of purchase.

Business

Response:

Our trampoline are made for residential usage and the bounce will depend on the jumper. It will vary from jumper to jumper. Our rep that took the call that day request for customer to send in video of the bounce but til this day we still have not received anything. Per our terms and conditions we require pictures and/or videos to help us assist with customer issues

Review: I purchased a very expensive trampoline ($3,000) from the Trampoline Store a/k/a trampolinejumpers.com. The trampoline was stiff and did not bounce. I called and they recommended that I take a video of an adult jumping on the tramp so they could see it. I did and they agreed to send me a new mat for the tramp. They told me they had 25 on order because others were experiencing the same problem. In the meantime, the pads on the tramp started to oxidize in the weather. I called and they told me they would send me some spray to protect the pads when they sent the mat. In the meantime, a neighbor girl was on the tramp and she fell against the safety net. The clip holding the safety net broke and she fell to ground breaking her arm. I called and they said they would send me replacement clips or a new safety net. They never sent any of these items. Finally, after months of not being able to use the tramp and numerous emails and phone calls, they said I could send the tramp back and they would split the cost of shipping but I would have to find my own shipper. I did and spent $500 shipping the tramp back to them. They then said that the tramp was 17 months old and they wouldn't refund my money. Alternatively, they said the tramp was missing parts or parts were damaged and they wanted me to pay them for those parts or deduct them from the total. Now I have had to hire an attorney to get my money back. They will not return phone calls to either us. They have the tramp and my money.Desired Settlement: I want the Trampoline Store to honor it's promise to refund my money. The tramp never performed as it should have. They never sent me the parts to fix it even though they kept telling me they would. I shipped it back at my own cost and now they say they won't refund my money. I want them to send me a cashier's check for $3,500. I don't want to have to sue them in small claims but I will if I don't get my money back. The jingle on their line when you call says your satisfaction is guaranteed or your money back. I gave them a lot of chances to fix this. Now I want my money back. Thanks for your help.

Business

Response:

Customer bought this trampoline 5/2013. she has used this trampoline for 1.5 Years and decided that she no longer needs or wants the trampoline. We have never received any video or picture from her complaining about the bounce or performance of the trampoline. In 11/13 customer decide she wanted to return the trampoline, which at that time we agreed on, provided it was in good resellable condition and in original packaging. The trampoline was not sent back to us until 10/14. Almost one year after the time we agreed on. She used our trampoline for almost one year after her complaint before returning. When the trampoline arrived at our warehouse there were pipes all over the freight truck, the spring pad was all faded, jumping mat was worn out and the boxes were all ripped and torn. None of the trampoline was in the original box or packaging. Some of the pipes were smashed. If customer claims that pipes were not smash or undamaged upon shipping them, then she can file a claim with the freight company that shipped the item for her. The driver admits the freight was damaged and let us mark damage on the bill of laden upon dropping it off for us. How can we give customer any type of refund if the product that she sent us was nothing like the product we sent her.

Consumer

Response:

Dear [redacted],I am informing you today that I did not receive the response from Trampoline Jumpers, so I was never able to receive the rejection letter.I apologize for this and I want to thank you all for reopening this as it is extremely necessary to not have another customer go through the abuse that I have sustained from this company! Of course I do have a completely different version of what they said. The dates of purchase and returned are the only true information in the rejection email. After purchase a video was sent to the company of how the trampoline did not have any bounce to it. As my daughter had other kids over, they all would agree that it was a great size but had no spring to it. The company and I have had so many phone conversations that I regret they were not written in emails. The response that was received from this company was beyond abusive. I was hung up on, lied to, yelled at, was always put on hold for at least 20 minutes at a time and never received the replacement parts that they had promised over and over again for a time period of 8-10 months! I called every two weeks to follow-up with them for over a year and I was always told the parts were on order and that other customers had the same problem and that we would all get the parts soon! This went on forever and I would break down and cry after some of the phone conversations with [redacted] because he was so mean, unprofessional and promised things that were never delivered. The trampoline was protected very well and was shipped in great condition. I will forward the photos to you and they all show the frame was in the same condition as when I shipped it. I zoomed in on the photos and the poles are accounted for and none of them are bent as they say. I spoke to the shipping company and they said they found no damage. I asked many time for help as to who could ship it back to them and the hateful response was figure it out on your own! They never told me it had to be in it's original box. I spent $510 dollars to ship it back with the intention to at least get the money of the cost of the trampoline refunded as promised for a faulty product to begin with? The trampoline cost me $2,695. The return shipping company was [redacted]. There is a bar code sticker on my receipt with this number and it may be my reference #[redacted]t with [redacted] freight quote helped me to connect with this company and her # [redacted]. This whole event has made me very sour to buying anything expensive via the internet. Their hold message is a lifetime guarantee. However, I couldn't get them to help me in any way after it was shipped and was not useable.The time frame was a lot longer than I would ever had thought because of how they drag their feet hoping the customer will just go away. This was very expensive for me and I researched many companies before buying. The warranty and help from their customer service department sounded great! The mat faded immediately, the net broke the first month and our friend's daughter broke her wrist. We had to physically unload this heavy tramp upon arrival because they do not pay for drop ship, which was never told to us. The major problems started after they got my money and the item arrived. I will further this in small claims court if you are unable to help. I really appreciate your help in advance and hope that you are successful with this very difficult company. The time, pain and suffering has been unbearable and I never thought I would be getting into this much conflict. I have never used the Revdex.com for anything. You guys are great! Thank you so much for your time [redacted].