Vuly Play Questions & Answers

Do you ever return phone calls? I would never purchase anything from this company again. I predict they will be out of business in a few years as their customer service is rubbish.

Do you ever return phone calls? We are up to our 16th contact, either speaking directly with your team or leaving voice messages and am yet to receive a response to our issue. I really do enjoy waiting 11 minutes on hold just to leave a voice message, or being transferred to a voice message after a combination of being on hold and talking to one of your representatives for over 30 wasted minutes.

We ordered one of your large swing sets with quite a few extras back in October, was promised a November 12th delivery... Yes we got a delivery on the 12th, a shade sale and mister, nothing else. With multiple follow ups where you blamed the courier and stated nothing more, you finally committed to dispatching a new set. Your sales member was informed that it must be delivered by the 11th of December as we would be in Queensland by the 12th until the 22nd, to which your rep committed wholly that it would be delivered by then. We followed up a couple of times re-iterating our time concerns and were assured that it would be delivered on time.

Eventually on the 9th of December we called to ensure that the item would not be dispatched until the 22nd, which we were promised someone would call us back. On the 10th we had notification that the set would be dispatched and to expect delivery to which we immediately called your sales team multiple times that day knowing full well your transport company (TOLL) would do a full drop at the door and leave based on previous experience with the same transport company, and expressed our concerns that if this was to occur that we know full well based on the area we live in the items would not be there 10 days later on our return. After speaking with multiple reps (including one that suggested we pick up another set whilst we were up in Queensland, yes good thinking 99 if you were wanting to pay the transport to and from the airports along with the excess baggage). I finally got hold of a sales rep that stated the transport company would try multiple times to drop before just leaving the item, thus hopefully reducing the time that the item would be exposed after re-iterating our concerns the items would not be there on our return. He committed that if the items were not there upon our return that they would send out whatever was missing, and that he would ensure it was written on our case file.

On the morning of 12th just after touching down in Queensland we were notified by TOLL that they had delivered the items (so much for the multiple delivery attempts). We notified your sales team, where they replied that they would call us back and without a single call back to date we doubted this would happen so we put this to the back of our minds to be dealt with once we got back from our holiday. On the 19th we got a call from TOLL expressing their concern that they had not delivered everything as they only scanned 8 out of the 11 items they were supposed to deliver, where we told them we couldn't assist them and gave them the backstory on our holiday.

Upon our return we were unsurprised to find that there were no items waiting for us. Since then we have made multiple calls to your sales team, to which they have stated multiple times that they would escalate this to their team leader and have us called back which is yet to occur. One interesting tidbit I do find it that each call taker seems to be oblivious to the previous call attempts as if there was no case file at all.

For anyone that has purchased a Large quest monkey bar set is it suppose to have a H box on arrival?

Do you guys ever take responsibility for your faulty products??

Is the vuly monkey Bar set stable?

Can you fit the basketball hoop set to a different brand trampoline? What do we need to do this. Thanks in advance.