Jump Heaven LTD — Attraction in Stockport

Embarrassing and shocking professionalism from the OWNER

WOW , where to begin ....

The shocking experience began when I rang on the morning of the day that wanted to attend with my son . I rang to find out details of how the sessions run etc ... The member of staff that answered the phone was very unhelpful and basically all I managed to get out of her cheery self was that it’s open now.

My young daughter was in nursery so I wanted to spend some quality time with my son at Jump Heaven and I arrived at 12:30pm and was planning on staying an hour and then picking my daughter up from nursery at 2pm . As I wasn’t advised any differently on the phone earlier that morning I was under the impression this would all work perfectly .

However upon arriving at Jump Heaven I was met at reception once again by cheery toes (so as you can appreciate we are off to a great start!!!) I was THEN told we can’t come in till 1pm as the sessions only run on the hour. Obviously these are your rules and I understand that but I did ring up earlier that morning to ask for this type of information but unfortunately cheery pants didn’t want to tell me anything of the sort. If I was told this - of course I would of arrived at 12pm prompt .

My son was really upset as he was so excited on the journey there, and I had no choice but take him back to the car where he was crying his eyes out .

I decided after this that I should simply just inform the management at Jump Heaven about this experience to avoid this happening again and to inform them of how Rude and miserable the staff are over the phone and in person . I felt as though this was the correct thing to do as this is obviously something that could of been easily avoided .

I rang and spoke to Ryan - the manager, and he was the total opposite to how I had been previously spoken to , he was helpful , apologetic and offered us to return with my two children and in his words stated that he would “sort us out our wristbands as a gesture of good will “. I did not ask for this however I felt as though it was a professional approach to ensure that my experience didn’t end the way it had . He advised me he is here to help and to just simply ask for him in the future.

I rang back this morning to confirm for this to take place on a different day - today if possible , as my daughter who is a baby was too young to return on the same day after nursery. Daniel answered the phone and I asked to speak to Ryan the manager .. I was quickly met with I am the owner I can help ! I explained to him what had happened and what I had been offered and wait this is the best part .....

Daniel the owner told me all of this on the phone call :

I am not a paying customer so why should I get anything for free -

LETS JUST ADDRESS THAT NOW , I DID NOT ASK FOR ANYTHING FOR FREE , THIS WAS OFFERED TO ME . Ryan the manager shouldn’t of given me this as nothing has actually happened here and how can I be given anything when I haven’t paid for anything... He is the owner and main share holder and I need to get my facts right on the laws It’s my word against his members of staff He is going to check the cameras and listen to all the phone calls I am one of them people who want everything for nothing and I have a problem with everything I’ve rang him up “coming at him” He’s had NO problems with his customers before (Erm , Dan , your reviews on here clearly state otherwise !) I could go on .. however I’m sure Dan the man with the all the shares and no cares, will respond as I’ve previously seen with his sarcasm and professionalism....

At one point on this phone call I had to ask if he would lower his tone as he was shouting at me. My children and my partner was in the background and even they could here him .

I feel quite sorry for who works for him and who is going to attend and experience any issues - Then again his attitude and lovely with words are no wonder cheery pants works in the way...

We had an absolutely awful experience at Jump Heaven on 17/02/25, and I feel compelled to warn others. The main issue? The incredibly rude, dismissive, and unprofessional behavior of the manager.

My husband had visited the day before to ask about booking for our children, as one of them had a voucher to redeem. The manager advised us to book our younger two online and bring our son on the day, reassuring us it wouldn’t be a problem—even though we specifically mentioned it was the first day of the school holidays and would be busy. She even checked the bookings and said it would be fine.

We followed this advice and arrived well in advance, only to be left standing outside for 35 minutes. To make things worse, they then started letting in people who had been queuing behind us before those who had been waiting the longest. When we approached reception to question this, they called over the manager, and this is when things really went downhill.

Rather than listening or showing any concern, she was incredibly rude and dismissive. She repeatedly said she "couldn’t predict the numbers"—which wasn’t even the issue we were complaining about. Instead of helping, she just kept repeating the same phrase about capacity (which they clearly were not at at that moment the girls behind the desk had already got our wrist bands ready), completely ignoring the fact that we had followed her exact advice.

But what made this situation truly appalling was her complete lack of empathy when it was clear my son—who has additional needs—was becoming distressed. She found the whole situation funny. She smirked as I tried to explain the unfairness, and when I insisted that this wasn’t acceptable, she actually laughed and told me I’d be "stood there all day." She even suggested letting our other children in while leaving our son outside, as if separating him from his siblings while he was already upset was a reasonable solution. This only made him more distressed, and she continued to act as though it was amusing.

When I asked for a contact to escalate a complaint about her disgraceful behavior, she smirked again, dismissively saying, "You can find it on the website." When I asked for her name, she smirked yet again, told me I "didn’t need it," and walked off into her office. The arrogance was shocking.

The only silver lining was the two girls at reception, who at least showed concern for my son and checked if he was okay. My husband had to go inside to explain to our friend why we were delayed, and it took me quite some time to calm our son down. To top it all off, the toilets were disgusting by 11 AM—despite the place only being open for an hour before our session.

I emailed a complaint to the address provided, but unsurprisingly, I have received no response. The way this manager treated us—especially her complete lack of care for a distressed child—is absolutely unacceptable. The fact that she laughed and smirked at a struggling child speaks volumes about her character. This place is supposed to be a family-friendly environment, yet it’s run by someone who clearly has no regard for children or customer service.

What makes this experience even more disappointing is that we have been regular visitors to Jump Heaven for years. We have attended lots of birthday parties here and often brought the kids for a fun day out. However, after the way we were treated, especially the sheer lack of care from the manager, we won’t be returning. It’s shocking that a place catering to families has someone in charge who shows no empathy, professionalism, or basic customer service skills. Such a shame to see a place we once enjoyed become somewhere we could...

We usually have a good experience at Jump Heaven, and to be fair, the playtime itself—both on the soft play and trampolines—was as enjoyable as always. However, our visit was let down by poor communication and lack of organization from staff regarding seating.

To avoid the post-session rush, I brought my disabled child off five minutes early so we could find a table and get him settled for food. Unfortunately, all tables were occupied—many of them by unattended jackets and shoes rather than actual customers. The only available table had a sign stating, "Please do not sit at this table," so I walked away and waited.

A staff member (young lad in a yellow top) passed by, so I asked why tables were being taken up by belongings while families had nowhere to sit. He apologized and then, surprisingly, led me to the very table with the "do not sit" sign, saying it was fine for us to use. I pointed out the sign, but he reassured me it wasn’t an issue.

Once seated, I ordered food for our group. When the first half of our food arrived, the staff member delivering it asked if we had moved chains that were supposed to be around the table. We hadn't, and neither had the staff member who seated us. She politely acknowledged the confusion and just asked us to notify them when we were done so they could put the sign back. No reason was given as to why the table was out of use.

Then another staff member brought out the rest of our food—only to tell us again that we shouldn’t be sitting there. We repeated that a staff member had told us it was fine and that another had simply asked us to let them know when we were finished. He seemed to accept this and walked away.

But then a fourth staff member—who seemed to be a manager or owner—came over with the previous staff member. This time, we were told we couldn’t sit there due to an issue with the roof. This was the first time anyone had mentioned a safety concern. We explained again that we were seated by a staff member, there was no chain, and we had already been served food. Rather than offering a solution, he just told us to move. When we asked where we should go—since all other tables were taken—he shrugged and said, "I don’t know, but you need to move." Eventually, after all the back and forth, he allowed us to stay.

The frustrating part is that we never moved anything or ignored instructions—a staff member explicitly told us we could sit there. Yet, we were repeatedly approached and made to feel like we were in the wrong, even after we had already been served food. More concerningly, if the table was unsafe due to the roof, why was staff giving mixed messages and allowing customers to sit there in the first place?

On top of that, throughout our meal, I counted at least six tables occupied only by jackets and shoes while actual families had nowhere to sit. If staff enforced better use of tables, perhaps there wouldn’t have been an issue in the first place.

If a table is unsafe, staff should all be properly informed and consistent in enforcing it. Instead of repeatedly confronting paying customers mid-meal, they should focus on preventing tables from being unnecessarily taken up by unattended belongings.

Rating: 2/5 – Play area is great as always, but the lack of organization and poor communication from staff made what should have been a simple mealtime a...