Urban Rebounder

I ordered and received the Urban Rebounder but my doctor told me I should not use it because of a herniated disc in my back. There is a 30-day money back guarantee on it, however their email on the website is not valid so I cannot reach customer service and their return info is another language and their phone number (that I found through Google) is in Trinidad! So I am stuck with it. I would never recommend this product or this company. It's a shoddy, shady way to do business. If I had realized there was no return information I would never have ordered it. Shame on them. It's a scam to get your money and then not follow through with their promises. Disgusting!

I purchased my elevated urban rebounder for a valentine's day present to myself on February 14th, 2018. I started using it immediately after receiving it on the 19th.

On March 7, 2018 while doing the resistance bound workout, one of the strips on the jumping pad broke loose. It scared me because I was jumping when it happened. I called the number listed in the book that came with the rebounder but have not been able to speak with a live person. The only thing provided was a number to contact HSN if you purchased it from them, which I didn't. So I emailed customer service directly and still have not received a response.

I am very disappointed in the customer service and the construction of the item itself. I love the workouts but they are useless if I don't have the equipment.

Review: I have tried on several attempts to reach the company to see why when I purchased my rebounder I did not receive the DVD as listed in my booklet on the Getting Started page. It stated the DVD was for first timers, basic, and intermediate. I have never been on a rebounder before and I need the basics. I did receive a DVD but it was advanced. I think a company that cannot be reached is shady. What if something serious happened and you cannot reach the company for any support or guidance. I called one number and it was in spanish no people only recordings of do not leave a message on this line then the phone call is ended. I think this is a poor way to run a business and this is very poor customer service for someone who purchased your product.Desired Settlement: I would like for the company to contact me or send me the basic DVD that explains how to use their product.

Review: I purchased the rebounder from the Hallelujah Acres store in Gastonia, NC on 04-26-2014. In November of 2014 one of the strips on the part you bounce on broke. I contacted the store and was told that we had to call the number on the warrenty in order to get replacements. The phone number on the warrenty is [redacted] ( it is not in service) then we recontacted the store and was told we had to them email the urban rebounder company directly. They did get me a new phone number only to find out you cant leave a message..you are given directions to email them. I emailed then 3 times to find out what I needed to do..never got one answer back. I then went back to the store to ask for help..they got ahold of their warehouse manager [redacted] and he said he would get ahold of their sales rep. More weeks went by and no return contact. We then went back into the store and spoke with the manager again and was given 2 email addresses [redacted] and [redacted]. I wrote to both of them. [redacted] (who by the way's name shows on the website) [redacted] wrote back to me and said he is a trainer and does not handle customer service..that I could go online and order the part. Why should I have to order the part when it should still be under warranty? When you do go on the website to look at the parts and click to get contact customer service the info is in another language. I have been trying for almost 5 months now and am sick of excuses and run around. If they are not going to help customers with problems after they purchase then I want others to know. The store even gave me a phone number for HSN..I did nt purchase from HSN..why would they honor the rebounder?Desired Settlement: Either replace my rebounder with the parts..4 springs..2 s rings and the round part you bounce on..or refund my money so I can go purchase something else.

Business

Response:

The consumer needs to contact the company that they bought the product from.

Consumer

Response:

I ordered the Urban Rebounder online, and unlike most online purchases, it didn't allow me to decline or authorize the purchase AFTER finding out how much the total would be including shipping charges, etc.

They charged my credit card on the page where I should have been allowed the choice after seeing the final total. I immediately notified them to cancel my order within minutes of the "charge" and was sent a "noreply" email stating that someone would respond "asap". No one ever did.

The only email I received was one stating that it had shipped (which was two day later)! Knowing full well that they would not refund the money until I paid the return shipping charges.

I felt a need to let people know they practice VERY BAD customer service.

I haven't received the product yet, so I can comment on it's quality.

Review: I purchased the Urban Rebounder and began to use it recently. After just one month the mat detached from the ring that secures it to the metal ring on the unit. It is now unusable.

I paid about $100 for this Urban Rebounder and expected a quality product that would last about a year, not a month.

I also ordered and paid for a Exercise CD - Compilation CD - I think I paid about $15 for it.

I attempted to contact urbanrebounding.com repetitively, on their website contact form about these issues and they have not responded. I have tried to resolve these issues for over two months.Desired Settlement: I WOULD LIKE THE URBAN REBOUNDER REPLACED AS IT IS IMPORTANT TO MY RECOVERY FROM A SERIOUS AUTO ACCIDENT TO HAVE THIS SPECIFIC EQUIPMENT AND

EXERCISE CD.

PLEASE FILE MY REPORT ASAP AND RESOLVE THIS HEINEOUS BEHAVIORS ON MY BEHALF.

THANK YOU VERY MUCH

Cordially,

Business

Response:

This customer emailed on Aug 23, 2013 about a DVD she ordered. In her email she stated that the DVD sound was low and that is was not a workout that she liked. We sent another DVD to her at no charge and responded to her email to advise her.

She emailed in again on 08/24/13 about the DVD. We again advised her that we shipped a new DVD to her to replace the one she said was bad.

The customer emailed in again on 09-04·13 and stated that the mat on the re bounder was fraying and that she still did not get the DVD that was to be sent to her. We advised her of the 1 year Warranty on the parts and that she needed to call customer service to order the mat. We also provided the tracking number for the DVD and advised her that the tracking showed it was delivered on 08·29- 13.

The customer called in to customer service on 09-04-1 3. The customer would barely allow the representative to speak or answer her questions. The customer stated again she did not get the DVD, the representative verified the address and again shipped out the DVD to the customer at no charge. The customer also informed the representative about the issue with the mat. When the representative asked for the receipt for the purchase, since we did not have her purchase information on record, the customer became even more irate and told the representative that she had been in an accident and was laid up for a year before beginning to use the unit. She stated she was not sure when or where it was purchased.

The customer service representative began to do a little more probing for information and the customer stated she was ending the call and hung up.

The Urban Re bounder has a 1 year warranty that covers the parts (springs, mat, legs, and skirt) but it does not cover the shipping and handling costs of those parts. There is also a 4 year warranty on the frame itself. When customers purchase their Urban Re bounders from other sources we require the receipt to show that the unit is still within the warranty period

We did the best we could to assist this customer with her issues. If you have any additional questions please feel free to contact us.

Thank you,

Urban Rebounder Management

Consumer

Response:

Review: I purchased an urban rebounder from HSN.com on October 11th 2014. upon my first use, an eyebolt broke, and the crutch legs began to break. being that it was over the 30 days in which HSN provides product support, I contacted the email address provided for the manufacturers customer support. After countless emails, and 7 months, I finally received the replacement pieces I requested and paid shipping for. However, the parts are wrong, and don't fit the model I have, and one piece is missing. I have repeatedly emailed customer service, during the 7 months I'd been waiting for these replacement parts, and my request to get the direct phone number or email of the head customer service supervisor, have gone unanswered. They provide no telephone number for customer support, and the one listed on the Revdex.com site is disconnected.

It is absolutely outrageous that under a 1 year warranty, I have had to wait this long to try and fix this defective product I was sent. Not only have they made me wait 7 months for replacement parts, but they now will not respond to my emails and the parts that were sent don't fit the model of rebounder I purchased.Desired Settlement: I wish to speak to the head of customer support and be issued a complete product replacement for the 7 month ordeal they have put me through.

Review: I received my urban rebounder 1 month later after I placed the order. MY major complaint is that there are defective items on the device itself. THere were NO workout dvds included as advertised. The resistance bands I ordered separately cracked in half about a week later. I emailed them a week ago and no response. THERE Is no customer service representatived that I am able to speak to. SO I am forced to email them and then I get no response. Very dissatisfied with everything! Also you have to pay for return shipping if you want to return it. HOW is it fair for me to pay return shipping on an item that was defective to begin with!

This is the email I sent to them about a week ago and received no response so I just emailed them again.

Hi my name is Jennifer Hughes. ORDER # [redacted]

I have already written once about a week ago and there was no response to my inquiry.. First of all, there are several things wrong with my order..the short legs springs are broken so the legs keep falling off. I actually was testing it out and the legs fell off and collapsed and folded up on me. Thankfully, I wasn't injured but those springs need replaced as it is a major safety issue as I am unable to use it if there is a chance I could get injured. The handlebars included had tears and rips in the spongy foam. Also there were no included workout DVDs as promised. Nothing in the box. I checked everywhere. I'm really pretty upset as it took over a month to receive this and then there so much was wrong with it. Please advise on what you can do to reconcile the situation. I don't think it is very fair for me to pay for return shipping on a defective item.

Also, after having the resistance bands for a week one of the handles on the green bands just broke off.. the plastic that attaches to the band broke so I am unable to fix it. Very unhappy with this situation. Please do something about this or I will have to report your company to the Revdex.com. As am discouraged that I cannot get my issues fixed nor I can speak to anybody on the phone about this. Why don't you have customer service reps that are available on the phone??Desired Settlement: FULL refund

Consumer

Response:

Hello, yes I have heard a response back from urban rebounder 10 days after I sent them a complaint. No I am not happy with the company's efforts to resolve this matter,

Review: An order was placed with urban rebounder company in error and my visa was charges $107. California has a three day opt out policy; I contacted company to cancel the order 12 hours later, no response from the company. I refused delivery a week ago and have not received a refund. I have emailed the company 8 times with no response. I need the refund to be issued or for the product to be sent again.Desired Settlement: I need my money to be refunded or to receive product again.