Springfree Trampoline Christchurch — Local services in Christchurch

The weirdest interaction with a trampoline company I’ve ever had…

I’ll start with the actual trampoline is fine. Cannot recommend the product based off of the operations team engagement (paid for delivery and install).

A week after purchase I hadn’t heard anything so I called (VM), emailed and sent a message on their social media. I had asked for an update and the built specs so I could prepare the ground to put in the base frame. They send me back one dimension (I bought an oval) I go back with a drawing asking for more dimensions they still aren’t able to provide them appearing to have no idea - I give up. They tell me it’s been so busy and they’ve been inundated with sales and had someone sick sorry for the delay. The day before last delivery date comes nothing delivered, I see they have a deal out so I message and say hey since this isn’t delivered can I get the free hoop deal added in, they send a weird email saying they haven’t made enough sales (after saying they made too many?!) and then advise they are cancelling the whole free hoop deal entirely since I asked for it, it’s removed from their page a few hours later. Okay got it. They finally pull finger the next day and pay mainfreight so they deliver it around 6.30pm. We missed the install guys time frames.

But at least we have our tramp. Wait. We are missing boxes.

I let them know, get a response saying they’ll be in touch. I follow up again haven’t heard anything as the next install window is approaching. Install guy comes and installs the tramp without the extras, get an email from springfree saying mainfreight can’t find the box - when mainfreight delivered they were clear they were not given all the boxes. I reply saying they can’t deliver what you didn’t give them not surprised they can’t find it. They send me an email with a tracking number for post haste - the tracking number doesn’t work. And that’s where I am at. Still waiting. Have they sent it, have they not? Stay tuned for more confusing tramp delivery stories.

Ps. I’ve been told by others this experience is to be expected by their company.

Pic of the tramp without the ladder or anchors (waiting on delivery).

6 days later: chased up the delivery of the missing items, anchors were delivered after an email from the GM… but not the ladder… springfree have advised they only have 2 staff and blamed their ‘delivery partner’ for the ladder going missing. Fingers crossed it turns up!

PPS: while the website talks about 600kg weight loading the tramps actually only do 100kg and the spring free system means no children should stand around the tramp when in use in case a rod hits one...

The trampoline we ordered is absolutely fantastic, and after only a week is proving to be worth every cent.

If I could split the review it'd be a 5 star for the product, and unfortunately a 2-3 star for the customer service.

The phone reps were really pleasant and polite, and the springfree installer was fantastic, however there were multiple mistakes made with the order.

Delivery was delayed because springfree forgot to pass on my contact number to the delivery driver, I only found out when I called Mainfreight to enquire about the delivery (they said they emailed Springfree and didn't get a response)

The installation was left off of my order even though I asked for it. I only learned this when I called Springfree to aske when to expect the installer to arrive. They had to book a new one which took another week.

I ordered a set of ground anchors for the tramp and they didn't arrive with the order, I had to call and enquire about it and they said they were out of stock and there would be a week's delay to get them shipped up (which is 100% fine, but I would have liked to have known when I ordered). The anchors then didn't arrive a week later so I had to contact them again to be informed that there is another weeks delay (again, not a big deal but why am I doing the chasing?)

I'd like to confirm that I am over the moon stoked with the trampoline, and have no problem recommending the product to other people - easily the best tramp I've ever seen.

The people I dealt with were all very polite and professional, but it seems there's some sort of failure in their systems where messages and requests get lost, and customers waiting for information aren't informed.

So if you want an amazing trampoline, buy Springfree - just keep their phone...

Purchased the large oval trampoline and had it installed by Richard from Kitset Assembly Services who did an absolutely fantastic above and beyond job of putting it up including at no extra cost the free game we received from SpringFree as a promotion at the time of purchase. However less than 1 star for the freight company that SpringFree used. MainFreight. After receiving our tracking to say it was on its way, waiting patiently for approx 10 days, with no movement at all on the tracking. Richard our installer was keen to put it all up so he contacted MainFreight on our behalf to find out where it was and was told it had been delivered to a depot in the South Island over a week ago where it sat because no one at Mainfreight appeared to know what to do with it. This was despite it supposed to have been delivered to a clearly labled address in the North Island. We then contacted SpringFree to relay the story and were told it would be sent on to our address urgently. It arrived 5 days later. Not sure if that classes as an urgent time frame or not. . So far no issues with the tramp and kids are enjoying it.

Update to SpringFree response. I am aware of freight backlog and would like to say , that was not the issue. Mainfreight did not read the delivery instructions correctly , hence why it ended up in the South Island Mainfreight Depot and not the residental address in the...