DEFY Rogers — Attraction in Rogers

Today was my 1st time trying out Defy. I came with husband, my 16 month old and 2 and half year old. I purchased Groupon tickets online for my husband and I because I thought their policy was children under 2 get in free. WRONG you have to purchase a full price ticket from them to qualify your kid 2 and under. But nobody said that to us until the Vern the guy had already applied our groupons to the kids 🤦🏼‍♀️ why I have no I idea! We could have just bought one day pass from them but instead had to by two! So basically I bought Groupons for no reason because they applied them to a 16 month old and 2 and half year old.... meanwhile the guy was hassling me for a membership I told he No a couple times and he kept hassling and wanting me to explain why I wouldn’t buy a membership. When I would tell him why we didn’t want to buy a membership it was like that answer wasn’t good enough and he kept explaining the membership.. my husband had to step in because he could tell I was getting frustrated and all I wanted was to get checked in and move on. NEXT you have to have their special socks! We came with our own non slip socks he said they weren’t good enough and we had to buy theirs. Customer service was terrible we felt very annoyed and it seemed like the guy didn’t care and was just trying to make the sale. He rolled his eyes at us for no buying a membership and was completely rude!! It was our first time with very small kids we just wanted so see if this is something we would want to do again. Honestly I don’t know if we will go back. The trampolines were great but the customer service really effected our mood and our children are to little to get the full experience.

At the end of the day we paid for two groupons $26, then two day passes $34, and 4 pairs of socks $12= $72!! For two adults and two kids 2 and under to jump...

Showed up at 1 to jump, was told they were sold out until 230 and that I had to book online for 230. So I did. Came back at 230 was told they are sold out until 330 and kids could wait until then, or they would give us passes to return, or a membership, but no refund. Waited until 330. Came back at 320 was told "good news is you're getting in, but I can't check you in until exactly 330." They even gave the kids their socks. 330 I get back in line, wait 15 minutes for them to check in one person, get up to the check in and get told they were sold out and they have to comp the ticket but no refund! Was not about to let them waste 3 hours of my day, and did ultimately get in. But about 20 minutes after the time started. Each time I was there I waited an insane amount of time 15-20 minutes to get to the register for one check in at each register. How is this process taking this long to complete? I watched two different people go through more than a dozen pictographs trying to prove they were human on the screens at checkout. Is this really necessary since they are a human standing in front of an employee trying to prove their humanity? I was told "we can't be expected to know how many people show up every day" no, but you can be expected to know your capacity and stop selling tickets that you can't refund, and stop telling people to return twice. Wasting customers time is not ok under any circumstance, and to try and parry responsibility after I did exactly as told on 3 different occasions is simply disastrous customer care. I don't know if this is related to the takeover, but it's abysmal and the worst experience I've had here. Also no staff to be seen except at the walk up. Pretty sure your waiver won't hold water when they see there's no staff directing anything or maintaining a safe...

Edit: They refuse to call me back or email me back. They haven’t even tried responding on here. Speaks volumes

If you are planning to pay for the highest tier for a birthday party, don’t. This place has gone down hill. Nobody will return my phone calls, but that’s probably because of a complaint I would like to file. They have a bunch of younger people running this that do not care. We bought the biggest package for our son. His birthday is in December so it’s hard having people show. This was his first BIG party with all of his friends. We wanted it to be great. After being there with the kids jumping for 15 minutes, there was trouble. One of his friends told another child to move from where he was standing so he didn’t get hit by someone else. The child ran and told his sister that this girl threatened him. She would never ever do something like that. Anyway, the sister (who is older than the girl) threatens to “pop” her if she said anything else. I proceeded to confront the older girl and let the staff know. The staff then starts hanging out with the girl. The MANAGER is friends with her and also hangs out with her after my complaint. Finally, we found someone to get her to leave, it only took about 45 minutes for this to happen. All well and good, right? Nope, they told her to come back apparently. She came back right before we were leaving. This place is ran by irresponsible young adults and teenagers. There is zero control. There are small children being dropped off with teens to watch over them. The staff will NOT stop other kids from bullying and actually back them up. I will never spend another dime in this place. Hoping I can’t get a response with this awful review, but who am I kidding. I haven’t...