Altitude Trampoline Park Phoenix — Attraction in Phoenix

I am absolutely outraged by the appalling treatment my family and I received during our visit to Altitude Jump Park on 11/17. We were there with multiple families, and together, we spent hundreds of dollars just to get in and on game cards alone. We bought over $40 worth of game cards, plus tickets for entry, and then spent even more money on waters, cotton candy, and slushies. My four-year-old daughter was given a unicorn stuffed animal by one of the boys we were with, who won it from the game. Not long after, a group of boys arrived, jumped into the stuffed animal machine, and stole several animals. The children we were with immediately reported this theft to your staff. Despite this, your employees decided to target us—the family who had done absolutely nothing wrong. Two female employees approached us, claiming the unicorn my daughter was holding had been stolen. We immediately explained that this wasn’t the case and showed them the three game cards we had purchased. They seemed to accept this and walked away, but then they returned, insisting that video footage showed the unicorn had been stolen. Once again, we assured them they had the wrong group, but they refused to believe us. As we were leaving, one of your employees approached us again and, in a completely unprofessional manner, said she had spoken to her manager, and the video confirmed the unicorn had been stolen—and she had to take it. I was furiousand offered to pay for the unicorn, but she told me that was not allowed, even though we had already spent hundreds of dollars on tickets and game cards. Then, in front of my four-year-old daughter, she ripped the unicorn out of her hands with a smile on her face. The way my daughter was treated was absolutely traumatizing. She is just four years old, and she was left completely confused, upset, and terrified by what happened. The cruelty of your employee in ripping the unicorn from her hands, like we were criminals, is something I will never forget. I later spoke to JC, the manager, on the phone, and his response was equally appalling. He claimed the unicorn was from a third-party vendor and that the only way I could purchase it was through the 3rd party vendor. When I explained that we had already spent hundreds of dollars, he didn’t care at all. This entire experience was a complete disgrace. We were treated like criminals for no reason, and your staff’s lack of professionalism and compassion was beyond unacceptable. My daughter’s innocence was shattered, and I will neverreturn to Altitude Jump Park. The other families with us are just as shocked and disgusted by what happened. I will be telling all of our friends and family about this appalling experience. No one should ever have to endure what we went through, especially not a child. I hope this message reaches the right person because what happened was outrageousand needs to be addressed...

Changed my 1 * to a 5-Star Review - so thrilled to recommend this place! Yesterday I brought my friend's son who was visiting from Oregon and, after checking in and sending him off to jump, I mentioned to the gentleman that I had some correspondence with the owner or manager and don't recall anything being resolved. His name is JC and he said he'd look into it. About 20 minutes later, he found me and explained that he talked to the owner and they wanted to offer me a credit so that we could bring our 3-year old grandson back for a better experience than when they were hosting a fund raising event and the place was too crowded for us to feel safe. I look forward to returning with him and feel much better about being "heard and understood". Although we were told about the fund raising event upon check-in, we decided to stay because our grandson had already entered and was excited to jump. We left because my husband is cautious and didn't feel like it was the safest environment. They did everything right...it was our decision to leave. I'm so happy they provided a credit for us to return.

OLD message below: What is worse than the bad experience and waste of money is the response (or lack thereof) from management. On the day after our visit. with the grandkids, I wrote to management directly through their website. I didn't hear back and then something prompted me on my email to write the review below. I called the trampoline place, was prompted to leave a message, so I did and referenced my review and the response and never heard back from anyone.

My husband and I brought our grandkids there and paid $16 each for their wristbands only to learn that it was a special fundraising day where 700 people arrived. We left as we didn’t feel it was safe (no additional staff was in sight)

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 Share Response from the owner a day ago Hello Jill, I went back and looked at what was happening on July 21st, the date of your visit. This was a slow Sunday and we only had 231 jumpers come in for the entire day. I also viewed the camera footage and we were fully staffed with court monitors at all the stations. i would love for you to give us a call and share a few more details about your experience so that we can address any concerns that you may...

My grandkids and niece where promised a month to Jump in Az by myself . Then on the day this place opens they change what they advertised a month for $ 25 for 2 hours a day , we would not have done that but once or twice a week would have been good for a hour. I go to get the tickets for 3 kids then they need a credit card and say I have to do 3 months. The kids live in Missouri I messaged these people a head of time found out information not once do they tell me this. So now I have to disappoint them and these people dont care one bit. Little kids oldest 10. Your new management is disappointing kids and adults alike. Even after knowing its causing issues nothing is added . July 1 2021 not off to a good start for new management on opening day. Word of mouth and reviews say a lot but, at least Maybe this review will help the next parent to not get their kids hope up or disappoint them since they now know ahead of time. Kids will not be able to use this much then a month anyway because they will be back in school or in their own states. Misleading people. Even the employee I talked to about it said yes I wish they would be up front.... So I'm not the only one with...