Everything you want to know about our negative reviews
Dear Prospective Trampoline Web and Warehouse Customer,
This article is written to address the concerns of the discerning shopper doing due diligence on us in the event of an order not going smoothly.
Here I have taken emails and feedback that we have received from customers after we have worked with them to resolve a problem.
Things do happen in business be it a missing part, a freight issue, human errors, warranty etc; but we want you to know, we are solution focussed and committed to resolving anything head-on and as quickly as possible in a respectful and most considerate way as possible.
Our ultimate desire is to have kids jumping safely and happily as soon as possible. We have no ill intent at all.
Read below what fellow customers have had to say about us after what were some stressful situations at the time for both the customer and us.
Hi Julie, Thank you very much for fantastic customer service you have provided. It was a pleasure dealing with you!
Fantastic customer support especially with solving problems with fit of replacement round mat and organising returns etc.
Thanks you so much for making what I thought would end up being an absolute headache into such an easy transaction.
We were exceedingly happy with our dealings with web and warehouse for the purchase of our trampoline. Unfortunately the delivery company were less than satisfactory and actually delivered the product to the wrong address. However, web and warehouse were extremely supportive of us in attempts to locate our trampoline. Which did happen and we are thrilled with the product.
I appreciated the patience and respect when I called to confirm my requirements.
You guys, especially Julie, were absolutely fantastic in response to my slightly tricky order to New Zealand. Friendly and helpful with prompt service at every step
Thanks very much mate for the pick up with this... Pass on my thanks to Hamish too he was great to deal with today. Cheers Christian
Hi Julie Thanks for replying, I just had to vent. I work in customer service myself. I know it was out of your control. I will be ordering again; need the things to peg it down in the wind Thanks again and merry Christmas to you all regards Donna
Hi Julie, Thanks for calling yesterday. Looking forward to delivery today of the last box, I appreciate you following that up. No one from TNT has contacted me as yet. However we had Telstra come out and they have removed the wire that was stretched. Thankfully it was an old line and as we are now all on NBN it was not connected to anything. I still however feel I would like to hear from TNT as to why their drivers are so careless. We have half assembled our new tramp just waiting on nets, but so far we are extremely happy with our purchase and would refer you guys to anyone we know looking to buy a tramp!! The quality is outstanding. Thank you so much for your customer relations your service has been above and beyond which is hard to find when buying things online. Thanks again B Young
Hi thanks for your prompt reply, I have already ordered another mat, thank you for the discount code. I thought it looked like a burn mark but we don't know anyone that smokes (neighbours included) and can't even begin to think where an ember could have come from, so I just think we must have been extremely unlucky. Again thank you for your great customer service. Regards Karl
Hi, Thank you for sorting out the delivery problems, trampoline is fantastic, kids love it, thanks. Merry Christmas Louise
Wow, so kind of you to reply and send along the link. If I am ever in Australia and need a trampoline I'll come find you all;)! Cheers, Vicki
Thanks so much Julie! So quick and helpful. I think we got the Q Pad when we got the Q mat so we should be set. I will order today and share your FB page Thanks again, Angela
Kids love the trampoline......it went up relatively easily, and with minimal swearing on my husband’s part. Thank Andrew for his help again, the number coding on the bars when he took them apart was very helpful. Cheers Carolyn (After second hand trampoline advice and new mat)
Hi Andrew. Thanks so much. I greatly appreciate the time you've taken to help my family out. Kind regards, Brad M
Really sorry to hear that the freight companies are letting you down at this time of year especially!! I can only give you high praise for your communication and the smoothness of our order I even called before placing the order and spoke to staff at the warehouse who were extremely helpful! Will highly recommend your company to any friends that are looking for a trampoline!! Regards, Rachel R
Generally speaking, if you were to have a problem, we appreciate the opportunity to work with you in a respectful way. We have had our staff yelled at unnecessarily; this we really try to avoid. We do know and understand that purchasing items for children is an emotional experience especially for birthdays and Christmas and we do all in our power to ensure orders are processed and shipped out timely and correctly. We admit from time to time errors occur either by us, the courier or even way back in the factory. Naturally, our staff work better to follow up and communicate back to customers if the situation is not operating in the blame and fear arena but in a mutual open understanding of resolution for the kids.
Negative reviews on Trampoline Web and Warehouse are very minimal and of this, we are grateful and know it is a direct result of us working hard to communicate, be responsive to problems and even be proactive when possible.
If you do have any issues, please feel free to call us on (03) 52921100 or message us here.
