BOUNCEinc North Shore — Local services in Upper Harbour

A horrible experience had at JUMP. I took my two sons and their two friends for a fun time at JUMP. What we ended up with was two hurt boys and a fiasco with the young and immature staff. Firstly the design of the facilities is haphazard at best. Parents who don't pay to jump are supposed to stand on the ground floor in front of a bunch of steps. There is no direct line of sight as there are fences around the platform. Ironically the safety signs on the fences obscure any clear view of the kids by the parents. When we first arrived I stood on the large strip of green carpet adjacent to the trampolines and observed the children under my care. I was told off by staff that I needed to go down to the ground level as I hadn't paid to jump and only paying parents could stand and observe their kids. I noticed the crowd of parents huddled at the base of the steps. A parent was standing on the top step watching his child. He too was told off by staff. Rightfully though, he was standing his ground and refused to move. I noticed two of my boys crying and looking very bewildered as to where myself and my wife were. No monitor had found them, they had wondered back on their own. I left one with my wife at the cafe. This made it clear to me that I needed to be up there watching my kids. Numerous monitors came to myself and the other parent to tell us to step down off the green carpet. After some time I spotted my youngest wondering the trampolines crying, he was lost and I had to walk out to fetch him. Eventually they relented and a monitor with a radio agreed to let us stand, but not for very long. Jump management and esp the manager, go and have a look at how Chipmunks, Bounce and Beyond, Public Pools, Snow Planet etc are laid out. When your 18 year old monitor came to ask CJ and myself to move I asked her how often this happens, she said all the time and that management had decided to clamp down on it. Well that says a lot about how you value your paying customers, doesn't it. At the end of our session, after you had kicked CJ and his kids out. I noticed a little boy lying on the tramp nearby. When none of your monitors responded I took it upon myself to go and check him. Ironically the little boys mother was downstairs but couldn't see him. He was brought to the steps and thats when she came up to meet him. Really, why am I having to detail this? Surely you are aware of the this, you must have security cameras. This brings me to the worst part of this ordeal. Trying to converse with your manager. She just shouted over our voices and wouldn't let us get a word in edgewise. This occurred right in the beginning after we refused to move. If we wanted to watch our kids we needed to buy a ticket. I specifically said that this layout was not a good idea and when she wouldn't let us stand, I asked for my money back so I could leave. To which she said "no you don't get a refund, what have you done to deserve to get a refund" this is how your staff speaks to your customers? After all of this provocation you then respond to CJ this way. By the way you neglected to mention your "manager" came dashing out with a pair of scissors to forcefully remove the arm band from his daughter. I saw him try to intervene her handling his child. When he tapped your manager on the shoulder earlier during her tantrum, she was very quick to scold him and yell don't touch me. But it's ok for her to yank the poor childs arm up while brandishing the scissors? What was she thinking? There was only a few minutes left, she could have left his kids to play and we all would have gone our separate ways. Provocation was clearly on your staffs mind. At no time did I hear CJ utter anything about punching anyone. Your female monitor who told him she would block his view was clearly trying to provoke him. At that point he took his mobile out and said he was going to record this. She then shuffled back into him. Keep in mind he was standing on the top step and could only fall down backwards. I won’t be coming back and neither will my...

A while ago I tried to purchase a loyalty/concession card for my daughter about this place, and was told I was the first one to make such inquiry and hence was advised to ring their office to proceed, they can not process it at the counter, after ringing their office a couple of times I gave up, so didn't go for a long time. Yesterday we went again at my daughter's request, so we went again, we went at the 2-3 session and arrived about 10 minutes earlier before the session started, I mentioned the difficulties to get a concession card and got offered one for my daughter at the counter, she is under 3 so ten sessions was for $80, I also made a query about my son, who is just over 9 months old, whether he needed one, the girl asked whether he could walk, I told her he could stand holding onto something, she said it wasn't required,. so there were quite a few people there and he crawled off onto the trampoline following his sister in no time. One court walker guy offered him a tunnel and a ball, but he never needed to play with that and we had a great time there.

So today I brought them back there again, and no one but us were there for the 3-4 pm session, we arrived 20 minutes late so got to jump straight away, then maybe after 5 to 10 minutes after my daughter started jumping, this indian/mid east looking court walker with lots of beard walked up to me and asked whether I purchased a band for my 9 month old. I answered I never needed to, he walked off the court straight away and when he walked back he told me I need to pay for my 9 month old according to his manager otherwise I need to remove him from the trampoline area. So I went off to see the manager, who turned out to be the Polynesian looking lady who served us, I said, I was fully prepared to pay for my son, but he pulls everything off his feet at this age and so she said at least I got to try and if he doesn't want to wear it there is nothing I could do about it, he can go on the trampoline without the jumping socks, as long as he wrist band. I passed my phone number to this other guy who offered my son the tunnel and ball, who was also there today, and asked for a call back to clarify the policy.

Then asking whether my daughter wanted to come back, she said she didn't want to, she hopped off the trampoline a few minutes after I got told to pick up her baby brother, she said she wasn't keen to come back, so I asked for a refund. Now suddenly the girl whom I was told to be the manager, suddenly she can't make the decision now and she needs to check with her "manager", soon this other lady whose name is "sophie" walked downstairs with a poker face.

Now it's getting even more interesting, she told me there is no refund as per website policy as I already used two sessions. I asked her to clarify whether my 9 month old can jump or not, she said, next time you come here, you must go with them, and 3 stamps needs to be taken from your concession card, one for my daughter, one for my son and one for myself. I asked why I need to go? She said they need to be supervised, so asked what the court walkers are doing? She said they mind everyone's safety. Fair enough, when my daughter was playing on the trampoline, apart from reminding me to remove him from the trampoline he was leaning against the wall showing no interest in giving my daughter some company on the trampoline!

So I said fine , I need one free stamp for being messed up today. She behaved as if she couldn't understand me, and asked whether my daughter jumped, if she jumped and chose to get off the trampoline area after 20 minutes then that's her problem and there is no courtesy!

What an amazing experience, when I couldn't find my concession card and went back, all they were busy telling me was they saw it with their own eyes that "Sophie" handed it back to me and they don't know where it is, NO ONE, NO ONE offered a word of help of any sorts.

SUCH AN AMAZING PLACE TO JUMP!!!

IF I COULD GIVE ZERO STAR, I ...

My kids love Bounce and we’ve been many times. Unfortunately, our experience with parties and management has been very poor.

First son’s birthday (months in advance booking): • I called the call centre to ask about bringing our own cake as my son has a serious dairy allergy. They told me no to outside cake, but said we would be given a room so he could eat his own lunchbox and a slice of safe cake. • On the day, we arrived to see several other parties had their own cakes with no allergy issues – parents told me they’d had multiple parties there and it had never been a problem. • When I set a balloon on a table, the manager Hugo (see the 1 star reviews) came over, removed it, and was dismissive and rude. While he was telling me “there’s nothing I can do,” I looked up Sandra Mu’s details. As soon as he realised this, his tone changed – he suddenly offered us a room and put up a couple of balloons himself. • We then noticed other parties still had balloons up on the public floor with no issue from staff. • Before leaving, Hugo assured me that for our next party he would provide a room for free to make up for it.

Second son’s birthday (follow-up months later): • I called the call centre again, clearly asking for a room for a cake only. They told me they would check with the manager and call me back. • No one called back. • I called again the next day. The same staff member said a lunchbox and cake were fine, but that I would have to pay for a room. I asked them to confirm with the manager – they refused, said they had no way to contact him, and passed me on to Shay. • Shay told me the stance was “no room unless you pay ($150 for empty room),” denied I had ever called the day before, refused to check with the manager, and told me to “take your business elsewhere.”

Called Magic Loft in Brownsbay (5 minute call).... $15 cake fee, no other charges, and offered that we could pre order cafe food so we didn't need to wait in line, happy to...