vulyplay.com Reviews 1,522

I am extremely disappointed with both the product quality and the dishonest customer service. I purchased a high-priced Vuly play module and, after only ONE winter in the Montreal area, rust began appearing at every single junction and connection point.
When I contacted customer service, their response was insulting. They tried to claim that because I live near the St. Lawrence River, the "saline air" and "ocean tides" caused the corrosion. For reference, Montreal is over 300 km away from any saltwater. It is a freshwater region. This is a blatant lie used to invoke an environmental exclusion clause and deny a legitimate warranty claim.
Their "solutions" were equally ridiculous:
1. They offered to send replacement parts, which would require hours of manual labor on my part to disassemble and reassemble a defective product.
2. They actually suggested I use a wire brush to scrub the rust off myself!
If you are in Canada, be warned: these products are NOT engineered for our climate. The company does not stand behind its "warranty" and will use fake geographical excuses to avoid refunding you. A premium-priced outdoor product should not fail within 6 months.
Save your money and buy from a reputable local company that understands Canadian winters and respects consumer protection laws.

Easy to follow installation, perfect price for product, size is great for the kids!

We bought the Ultra 2 Pro Large and its very good quality Australian trampoline. Happy with the purchase.

The assembly of this item has been a nightmare. Instructions aren't even slightly clear and you have to piece together your unit based on different pages from different instruction guides. I've emailed and gotten no response. I called and the person on the phone seemed half asleep and was barely able to communicate. I'm absolutely shocked at how this company can exist. This seems like a giant scam. If I can't get a response or some type of direction on how to proceed with this company soon, I'll be working with the credit card company to refund this.

The online ordering system was a breeze and being able to customize the playgym was fantastic. The monkey bars were delivered within 3 days which is fantastic as we live rural! Great experience

Their customer service is great if you're willing to shell out tons of money for it. We've had their thunderpro trampoline for over a decade, it's been fantastic, and we've spent quite a bit of money replacing parts aa needed. When we needed a safe, sturdy, long lasting swingset for a child with a rare genetic condition who's PT and OT involved swings, Vuly was an obvious choice. We waited for the black Friday sale and bought the large max pro swing frame and a variety of accessories, one of which was the spin swing. We watched the installation videos for both the frame and spin swing. My 6' husband and his 6'5" friend spent a whole day assembling the frame and said it was much more difficult than they expected. The following day I assembled the spin swing and it was fairly easy until I went to attach it to the frame...only to discover that you cannot just attach it to the frame like they show in the video, you actually have to incorporate a special piece into the frame when you build the frame. The spin swing comes with this piece, but no where in the written nor video directions does it say this needs to be built into the frame. My husband said he is afraid the frame will break if he has to take apart to install this piece as it required a great deal of "pounding" to put it together and suggested we buy a secomd frame. I went purchase a medium frame, but it is now is more expensive than the large set with all the extra accessories were when on sale. I contacted Vuly about what happened hoping they would offer the same discount from their sale on an additional frame (we didnt ask them to do this and didnt tell them it was for a child with significant special needs, but shouldn't have too) They basically said we know and understand, but too bad. They also said there will be more sales in the future. So now we have to store this monstrous spin swing and wait for another sale or fork out more than our original purchase price to make our original purchase usable.

Worst experience i’ve had to date.

Ordered for Christmas, it arrived missing parts so kids had no presents to open or play with for Christmas. Thanks vuly.

Its been 3 weeks since Christmas. missing parts arrived today AND THEY STILL FORGOT TWO PARTS.

Thanks for ruining my kids christmas.
Thanks for mucking up the order twice.

Will be chasing a refund.

Have a deadline date for Xmas delivery then blamed the banking system and the customer for 5 kids not having their wish from Santa Xmas morning
There response to my email was short and disinterested closing the dispute after their reply only. lol. What a joke of a customer service
Hopefully the kid’s finally arrived belated Xmas present will go together better than the previous one my other daughter got. Poor production of some pieces meant I had to tap quite a few shonky threads for the bolts to go in.
Cheap (probably imported ) pieces with an exorbitant price tag
Never again.

I am extremely disappointed with my recent purchase from Vuly.

Upon delivery, multiple boxes arrived in visibly poor condition—torn open, crushed, and inadequately protected. After unpacking the items, it became immediately clear that several components were damaged before use. Multiple metal poles were bent and scratched, some with visible dirt and markings that suggest prior use rather than a brand-new product. Several pieces also arrived with end caps already installed, which raised serious concerns about whether some items were previously returned, refurbished, or reused.

This playset was intended to be a Christmas gift for my children. After spending a significant amount of money, the condition in which it arrived was both disappointing and unacceptable. The quality does not align with the premium standards Vuly advertises or the price paid.

What has made this experience even more frustrating is the lack of response from Vuly’s customer support. I have already reached out to report the damaged items and request replacement parts, yet I have received no response, acknowledgment, or follow-up regarding my complaint or dissatisfaction. At this point, I feel completely disregarded as a customer.

Between the poor shipping condition, questionable quality control, and the absence of customer support, this experience has fallen far short of expectations. Based on my experience, I cannot recommend Vuly to other families without serious caution.

I truly expected far better from a company positioned as a high-quality, family-focused brand.

We purchased the Vuly Quest 2.1 on 7 November 2025 for the main Christmas present for our three boys. We paid for installation as I knew this would be a big job and wanted to ensure it remained a surprise for our kids. We arranged for installation to take place on 17 December through the Vuly contractor.

On 17 December, the Vuly contractor immediately identified that there was a problem with the set (pre-prepared holes in the monkey bars were smaller than they needed to be for the bolts provided - a known issue by the contractor) and that we needed to claim through Vulys after care for 6 new bars. I was also advised that installation could not be completed until 2 January 2026 as the part had to come from interstate - so not only was our product defective with a known issue, we would not be able to have the set completed until after Christmas.

After many calls to Vuly, a replacement set of monkey bars were sent in time for Christmas, however only one out of the six provided did not have the same fault and we had to arrange our own installation of the set so our kids could still have their gift.

As of 4 January 2026, are still waiting for someone to contact us on both our issue and a refund for installation. We were advised a manger was going to contact us on 23 December 2025, but that never occurred.

- Product was sold with a know defect.
- Replacement parts still defective.
- Charged for installation that we had to arrange ourselves.
- Poor aftermarket service.

We will be following up further.

Awesome experience with Vulyplay!!

Ben G jumped on the phone to assist me with my purchase.
He made sure I had everything I needed and was covered by warranty.
He ensured it was the right product for my family and made sure it would arrive just in time for Christmas!!

Fantastic service and an amazing product! Recommending to all my family and friends!

We got a vuly trampoline for our kids for Christmas & it arrived promptly & was pretty easy to put together! took 2 adults about 2 hours. The videos are very helpful! The trampoline itself is really good quality and super sturdy! I can tell we’ve got years of fun ahead with it!

Did everything I could to ensure that this would be installed before Christmas Day and even miraculously had a Christmas Eve install date set up but when we went to confirm that we had everything before the set up, we were missing one box. The boxes were shipped one by one over a period of three weeks so it was hard to keep track of what we had and what we didn't have. Customer service has not been helpful whatsoever and we don't even know when we can expect this last box so our kids have been told they have a playset coming and we cannot tell them when it will be done even though it was their main Christmas present. The work that went into hiding each 60 pound box as it came one by one in the weeks leading up to Christmas was all for nothing. We are super disappointed and can only hope that the playset itself is not reflective of everything we've experienced so far with this company.

Update: despite a “guaranteed arrival before Christmas”, we finally found out today 12/30 (through determination and perseverance and reaching out to them multiple times) that the missing box is actually OUT OF STOCK and won’t be available to us until “maybe March”. My kids are CRYING. Terrible service and bad ethics. Don’t buy from them.

Not for sure where to begin. Such a bad experience with the company as a whole, after spending close to $3000. Not for sure if there is a management problem, but it goes all the way down to the warehouse. There were missing boxes, missing parts in the boxes, wrong accessories sent, being lied to…We have made 3 phone calls to get this all sorted out only to end up with more wrong boxes sent. Christmas was a huge disappointment for the kids, swing set with no swing and a quest that is still in the boxes. We have asked to talk with a manager, only to be told he would call us back. Still waiting for that phone call. Purchase from this company at your own risk.

Samantha Orr provided excellent customer service when I had a missing part in my Vuly Playset. She was friendly, helpful, and incredibly fast in resolving the issue. She quickly identified the problem, arranged for a replacement part to be shipped, and provided tracking information. I highly recommend this company. It was easy to get a human on the phone to solve the problem. I didn’t have to click through multiple automated systems or phone recordings.

Absolutely horrendous. Bought the ninja pro 2.1 - came missing all required hardware for installation. Spent more than an hour on the phone with a clueless customer service
Representative who promised to call back in 1/2 hour but never did. Have been on hold for 1.5 hours now trying to talk to someone. Have left voicemail and email with no response. Absolutely worthless.

Note - 2 days later still no call back no email no help - yet They can come on trustpilot and leave a comment saying they are going to help.

Purchased the Quest Pro 2.1 Medium, arrived mid November 2025. Booked installer to come out, he says 2 x poles are bent , need replacing. 2 weeks later that arrives, takes a week for the installer to come out. Says I have to contact Vuly for new job number, which I get, but he says it’s not correct, so waiting time on the phone and text going back and forth… finally installer comes back out again, now it’s the overpass that’s faulty, so another 2-3 weeks wait, kids are devastated it won’t be up by Christmas, customer service won’t entertain the idea of shipping the latest faulty part any faster than snail mail…I’m fed up, been a horrible experience, I won’t buy anything from them again

Product is great we have the trampoline and the quest 2.1 monkey bars. I would give the product itself 5 stars but the shipping times are horrible. Over a month before our quest was shipped and every time I contacted customer service I was told it was being shipped that day and low and behold it wasn't, the same thing happened with our trampoline and my daughter didn't get it for her birthday, by the time it came it was closer to Christmas.

⭐️⭐️⭐️⭐️⭐️

We recently purchased the Vuly 2.1 Large and have been extremely impressed. The frame is strong, high quality, and feels very secure. Assembly was simple thanks to the clear, easy-to-follow instructions.

One of the standout features is the wide range of accessories available, making it easy to customise for different children and interests. Most importantly, our 8-year-old absolutely loves it and uses it all the time. A fantastic purchase and one we would happily recommend.

Absolute best quality with so many different options.!