Sky Zone Trampoline Park — Attraction in Tucker

We’ve been members of this Sky Zone for quite some time. As part of the local community, we’ve attended birthday parties here, brought visiting family with kids, and recommended the facility to others. Our kids love the place, and we’ve had mostly good experiences — until now.

I’m writing this review not because the facility is bad, but because of the deeply upsetting way we were treated yesterday by an employee named Deandra(per the police).

From the moment we arrived, Deandra’s tone and expressions were angry and unpleasant. At first, I assumed maybe she was new, poorly trained, or just had an abrupt communication style. I even questioned myself, thinking maybe that’s just how she talks. But as we spoke more, it became obvious she was angry — for a reason still unclear to me.

We had our own two kids with us, who are members, and we also brought five visiting kids from our extended family(visiting from abroad).. Because we arrived later in the day, Deandra told us that while our kids could jump, guest kids were not allowed after 6:30 PM. Naturally, the small kids were disappointed.

We asked her if there was any way they could be allowed in since we were going to pay for each child. Deandra said the only option was to sign them up for membership and cancel it same day after they jump. Although that wasn’t our preference, we understood the policy and agreed to proceed. Since 7 PM was approaching and we had about an hour only for kids to play, we were rushing to complete the waiver forms on our phones and sign membership for the new kids when Deandra abruptly pointed toward the parents of the guest kids — who were seated on a bench outside the play area — and started to walk over, saying they also needs to sign the waiver(in a very loud and aggressive manner).

I told her the parents don’t speak English and that I would need to translate for them. She paused, turned, and uttered the word “useless.”

At that point, it became clear this wasn’t a misunderstanding. She was genuinely angry. I was perplexed and quietly asked myself why. When she returned behind the check-in counter, I calmly asked her, “Why are you upset?”

Clearly more agitated, she shouted, “I’m not upset! I’m not upset!” and then walked away toward the food kiosk. On her way, she briefly stopped by a police officer and said something to him. Moments later, the officer approached me(while I was filling the waiver from my cell phone) and said, “She asked you to leave, and you should leave. Otherwise, it will be considered criminal trespassing.”

I was shocked and couldn’t understand what was happening. Deandra had never told us to leave directly — yet she told the officer that she had. We complied with the officer’s request and left, while some of the children cried, confused and upset.

As we walked out, we asked the name of the employee and if we could speak to a manager, only to be told that Deandra is the manager.

I have never experienced this kind of treatment in my entire life. This was my first ever interaction with law enforcement, and it happened at a children’s play facility — over a confusing situation that was initiated by an incompetent and bad-tempered employee. To be treated like this and escorted by a police, in front of our children and guests, was humiliating and heartbreaking.

As a professional who has managed employees and handled customer service complaints, I can confidently say this level of behavior is completely unacceptable.

Sky Zone management: this is not how you treat long-time members of your community. Please train your staff — especially those in customer-facing roles — to treat guests with respect, patience, and truthfulness. Your customers deserve better. No other family should experience what we...

On Sunday, August 17th my 6 year old son and his dad visited Sky Zone in Tucker. He decided to go on the “Zip Line” attraction as the sign posted says it is appropriate for children ages 5 and up. The person operating the ride instructed our son to “let go” before the ride finished, but there was a miscommunication, and he fell down from the ride, onto his shoulder and back and broke his arm in two different places (humerus and forearm) Our son was screaming and crying in pain when he left Sky Zone. Because of the urgency he was rushed to CHOA and there was no time to fill out an accident report. My husband shared that he was taking him to the ER, however no one asked him for his contact information. Our son then spent 10 hours in excruciating pain, and came back to our home at 12:30 am with a cast stretching from his shoulder to his wrist. Due to the pain, swelling and immobility of the injury our son missed 3 days of school and he now has to wear this cast and sling for 6-8 weeks. He is not allowed to participate in PE, Recess or any other physical activities until his cast is removed. He now has weekly orthopedic appointments and is already on his 2nd cast. I thought that due to the seriousness of this incident, Sky Zone would reach out to us to follow up, however we did not hear from them. I stopped by later in the week to fill out an accident report and was told by the management that the Corporate Office handles these matters, and that I would have to wait until a “third party” contacts us to file a report and investigate the matter more thoroughly. I tried to call their Corporate Office but they do not have a listed phone number to call and they did not return my email. We have not received any phone calls from this “third party” and when I called Sky Zone of Tucker to find out what is taking so long (It has now been 12 days since this incident) they said the only thing I could do is wait until they reach out. I don’t think it is unreasonable to expect a business where your child has a serious injury to provide an accident report in a timely manner, or for a parent to want to know what a business could do differently to prevent injuries like this from happening to other children. I feel very fortunate that our son was not injured even more seriously on this ride, however watching my child suffer like this is something I would never want any parent to experience. I understand the waiver that was signed states that there are inherent risks of injury for participating in Sky Zone,however this experience and the response to this incident has raised so many questions and concerns about the safely of Sky Zone, the protocols in place when an injury takes place, the training of their employees and the lack of transparency that Sky Zone and other trampoline parks have in sharing the number and nature of injuries that occur on their property. As a responsible parent, I would not allow my children to return to Sky Zone or recommend any parent to bring their child here due to the risk of injury, the response of this business, and impact this injury has had on our son and our entire family. This whole experience has been very traumatizing for our son, and I wouldn’t want any other family to go...

Saturday, March 12, 2022, at 1:45pm, I had my son’s 5th birthday party at your establishment. The kids thoroughly enjoyed themselves the staff and party host were amazing. We enjoyed ourselves so much that a couple of us decided we would come back at 8 pm, so that we could enjoy ourselves without the kids. A couple purchased their tickets the night before online (based on my review from past experiences) and I purchased our tickets online around 5:30 pm the same day. and the others were in route to purchase tickets from there. We all return to DEFY at approximately 7:49pm, we were told by Dekalb Police that you all were closed for the night. After overhearing a couple of teenagers talking, we had learned that there had been 2 fights that had taken place prior to our arrival. We were not allowed to enter the facility at all however one your team leads came to the door, spoke with us, and explained to us that you were not issuing refunds for tonight. He asked us to wait and give him a second to see if there was anything he could do to help us, but of course there was nothing he could do. I thanked him for trying to assist us and we left. I called back Sunday to speak with you or someone that could help me with this matter. After several phone calls and being placed hold for extended periods, I finally spoke with someone, but he was very rude, I asked him for your number but he only provided an email because he wasn’t at liberty to give out your phone number (completely understandable) , I also asked him to provide me with corporate’s information and he told me to google it, and to make matters worse when I asked his name he hung up in my face. Yesterday at 9:15 am I called and asked to speak with you or another manager but was placed on a 25-minute hold. Until I decided to hang up at that point I had, had enough of the run around and decided to make trip to DEFY. I also know how important safety is. However, there is a fine line between customer service and safety policies and a way to adhere to both without leaving a customer unsatisfied. As a customer I was extremely disappointed and ashamed because I had spoke very highly of your staff, your establishment, and your customer service to everyone I invited to my son’s birthday party, so much so that my son’s peewee team was interested in hosting their sports banquet at Defy soon. I completely understand not wanting to refund everyone inside the facility at the time of the altercation but to the customers that purchased tickets in advance online who had no prior knowledge that there was an altercation that took place causing you all to shut down for the evening and then to be told from the staff “My GM said he’s not doing refunds to anyone for today!” I don’t think that’s fair and technically its stealing , we paid for services we did not receive. I spent over $300 at DEFY that day not to mention I stay 40 / 50 minutes sometimes an hour away if there is traffic. Needless to say gas prices are high (I have made that trip 3 times in 3 days) and again I am extremely dissatisfied with level of customer service I received that day. I advice anyone to not go unless you are sure that services...