Launch Family Entertainment Novi — Attraction in Novi

Minus 1 star for Poor Customer Service Minus 1 star for charging extra online for socks they never had in stock. Minus 1 star for poor traffic flow and not the best enjoyable experience.

My son asked to go here for his 10th B-day. I was able to check it out earlier in the week, walked around and talked to one of the staff. This was in the middle of the week, the place was clean and staff was friendly. Unfortunately, Saturday had some issues. We had purchase tickets online, waivers signed so we were ready to play. But there was only one staff member checking people in. We had family in front of us and it took the staff about 15 minutes to get them checked in. Mean while the line kept growing behind us. When it was our turn, the staff had a mask on, which is fine but he did not project well, and mumble his words. It was hard to understand Him. We paid for the Pro socks ($2 more) online but he explained they only ever had one kind of sock. So don't pay extra pro socks online if you plan a trip.

While enjoying the park all the staff just huddled in a group talking among themselves. They did not watch the kids or direct them accordingly. I know parents need to watch their own kids but staff allowed young kids to play in the foam pit while others are attempting to utilize the obstacles. I watched a while hopping a larger kid wouldn't fall on one of the younger kids, it didn't happen but with staff not paying attention, some day it will.

The XP zone had no staff checking for the tickets. So apparently I didn't need to pay extra for it if they just let everyone in. I seen one person get a group setup with the wrist bands that keep track of you score. We never had the opportunity to play it with the bands because staff wasn't around. We still had fun but I like to get my moneys worth, I feel we did not.

There was only one staff member that smiled when I ordered a drink, everyone else looked depressed or too busy talking to their co-workers. It seemed more like a hang out for the staff rather than a work place. at one point there were 5 staff members in a circle just talking and ignoring everything else. This was not a team meeting, it was a goof off time for staff. The guy at the arcade ticket/gift area looked so depressed, he talked soft and didn't really care about helping us.

The entrance and arcade area meshed together. Is a very crowded area and hard to enjoy when having to dance around people coming in and out of the park. Its not that big of a deal, just a poor design for traffic flow and not very enjoyable.

Over all we did have fun, the trampolines were clean and in good condition. Just don't depend on having good customer service when you go there.

Hope this helps and sets expectations for you visit. I believe it will be our last time there. There are better trampoline parks...

Came as a party of three and got a multipack option that offered two hours of jumping, the xp zone, and the arcade.

Spotted multiple employees focused on their phones. One in particular making laps in the trampoline area, both headphones in, face glued to the phone screen. A couple times I tried to get her attention, assuming she was acting as safety patrol, and she walked right past me. One of our party members fell on the trampolines, bashing his ribs on the hard padding between sections, and not a single staff member came to check on him. Not even when he walked to the bleachers and laid on the ground to catch his breath.

Multiple tv screens were broken or turned off. Specifically one facing the arcade where it looked like a ball smashed the corner of it and one in the XP area that should’ve shown us our scores/remaining time that had been turned off.

Arcade. Multiple broken games. The Nerf game had serious lag and glitching to the point it was impossible to play (we reported it, and were thanked for saying something, but it was still borked by the time we ran out of arcade credits). One of the crane games was completely missing the terminal to swipe a card. The bowling game only had one working side. Meanwhile the prize area is seriously small. Maybe 6’ wide of wall space and a single section of case space.

XP Arena, multiple issues. Besides the previously mentioned tv not turned on for us to see our stats, there where multiple hit points that were showing ERROR, turned off, or had been shoved out of the way making it hard to hit the sensor. There’s a web course, with elastic straps crisscrossing, and much of the protective layer on the straps has worn/torn off. This caused pinch points that resulted in multiple bruises and ripped skin. We also didn’t realize we had a time limit on our play. We went to revisit some of the obstacles we’d missed and kept getting red x’s. Then we couldn’t get OUT of the arena because our bands had been deactivated (the worker had to open the gate). It’s great they let us keep exploring, especially since there were only 1-2 other people in there with us. I wish there was a feature to print out our scores for reference if we ever came back (to try and beat our scores).

The socks. I get the point of them, and they’re helpful to navigate various areas, but i wish there was a better design. Mine kept slipping off, bunching up, and actually tore in a couple spots by the end of...

Not sure why you have to give it even one star. Once I get all my details in order I will post here. My grandson's mother, and my self (Grandfather), we paid for the large birthday party package, $1430. The problem is the folks in Rhode Island (Corporate) were very detailed oriented with regards to the party and what would be offered, timelines, our very own host at all times, ready to go, etc, etc, etc. It was nothing like what Rhode Island laid out. I don't really blame them, I called them and they were appalled with my explanation of my experience, and so very much I blame Launch Novi and the lack of management and leadership for our event NOT going as planned. I have received calls from names on my phone that I don't know if they were affiliated with Launch Novi, I don't answer the phone with names of people I don't know. I did answer one with a young lady stating the "district" manager was out of town. In some calls no messages were left after these unknown names so it may have not have been Launch Novi personnel/management, so to date, June 11th, 2022, our concerns and complaints regarding lack of services and items received have yet to be discussed or mitigated. I went to Defy this week in Commerce Township with my grandson. More employees on a weekday and managers abound and in view than what what Launch had on a weekend day. I watched a birthday party experience sitting on the Defy mezzanine. Launch Novi doesn't come nowhere close to what Defy was providing in personnel, services and experience. I am so ashamed of myself for going to Launch Novi after seeing that. My grandson was supposed to have a great 10 year old birthday party with family, not having the family run the events and coordinate and beg for all that the contract identified and stated would happen. I don't necessarily blame the employee, it is the franchisee and management that is responsible for a poor experience, poor services, promises not kept, items not received, and ultimately ruining a 10 year old's day. Congrats Launch. For those who see 5 Stars of recent, perhaps that was their experience no doubt, but my suggestion is to steer far away from Launch Novi and look elsewhere. I have no affiliation with Defy, but what I saw in those two events on two different occasions, well I made a huge mistake. On a Sunday in June we should have been treated better. More to follow. Caveat...