Blast Zone

My husband and I purchased a package from Blastzone and was pleasantly surprised. Our purchase was more than we expected. We are extremely happy with our bounce houses.","pos-1

Have attempted to contact Blast Zone with warranty issue and have gotten no response from them at all!My first attempt to contact Blast Zone was on September 23, 2014. The second attempt, on October 9, 2014. I sent an email, with order number, photo details and description of issue, as the website says to do, and I have received no communication from them at all! My Order #[redacted]Below is the email I sent.Hello,I am writing because our Quantum Leap Bounce House that we purchased on May 29th, 2014 has a seam that has split.  It it right above and to the right of the door opening and appears that the continually opening of the door might have caused this issue.  We have used this bounce house less than 10 times so it has not been over abused.  I am attaching photos of the split.  From my understanding there is a 1 year warranty on the bounce house.  Please let me know what I need to do in order to get this problem fixed.Thank you![redacted]I also attached pictures showing the seam split.Desired SettlementI am seeking a refund for this defective bounce house since I have not had any luck trying to get the warranty issue resolved. At a very minimum I expect a bounce house of equal or greater size to replace this defective unit. A 500 lb max weight bounce house or larger with a minimum jumping floor of 12'x12' or larger.Business Response Hi,The only record we have of contact from customer is regarding a price match on a separate order, [redacted], she placed via a third-party that re-sells our products. We use an advanced ticketing system and cannot find any further contact, however our Customer service staff has attempted to reach the customer via email proactively this morning in order to establish contact. We have reviewed both the system's outgoing and incoming spools to see if a communication may have failed, and do not see anything.It also may be possible that large attachments are keeping the customer's email from reaching us. Typically there is a 25 MB limit. Most claims are addressed within 4 business hours. Hopefully we can establish contact and resolve this case, as it appears to simply boil down to missing communications.[redacted] may call us directly at 877-889-4685 M-F 8-5 PST, or email our supervisor at [redacted]

I purchased this product 2 weeks ago. The very next day we received it the seams tore in two places at the top of the middle slide. 3 inch tears on both sides. This was only used once! The very next day I notified the company. For two weeks all I got was an automated response from the warranty dept asking me to destroy the bouncer, mail back proof of destruction, then dispose of the item. This is more than 100 lbs so what they are asking is absurd. It has to go to the dump, which costs time and money, and it take two people to lift it. I have spoken to management, and because of the poor service I asked them to take it back. I was told verbally that I had to go through warranty and replace the item at my cost and I would NOT be compensated. I was also told no refunds. They apologized that I was given a "defective" product.They admitted it was clearly defective as the product lasts much longer than one day.... but in the same breath they took NO responsibility, had a very arrogant attitude with a buyer beware mentality. I would NEVER, NEVER buy anything from this company. I would buy from someone local where you can deal with real people. I plan to report this to the Revdex.com, and take this issue as far as I can.Product_Or_Service: ULTRA Croc 13-in-1 Inflatable Water ParkOrder_Number: [redacted]Desired SettlementThe company refused to compensate me for the costs incurred of destroying (taking over 100lbs of material to the dump, gas for 40 miles of travel), disposing of, and mailing proof of destruction.They agreed they sent a defective product but too zero responsibility in costs. This product was over 1000.00. They claimed it was a commercial grade,top of the line product. I asked for a refund after having such a bad experience with their customer service. The refused that too. Business Response Hi!RE: Blast Zone Claim Submission: [redacted] Order# [redacted]Claim Received: 5/17/2014 at 12:16 PM PSTClaim Approved: 5/17/2014 at 2:16 PM PSTClaim Status: Awaiting Proof of destruction Customer instructed to cut off blower tube, which weighs approximately 1 lb., and mail in as proof of destruction. This is requested to ensure that customers do not continue to use or attempt to distribute defective product into commerce after replacement is sent out.Product: Ultra Croc http://www.blastzone.com/shop/pc/ULTRA-Croc-13-in-1-Inflatable-Water-Park-3p78.h...⇄ full warranty-tracking ticket for this case is available upon request.========================================================Blast Zone claims are well documented, and defects are far below 1%, however in cases where they do happen, the process is designed to be as fast and easy on the customer as possible, requiring only a few simplified steps.Due to the nature of the industry, in which numerous customers will use a product once for an event, and then request to return it for cash refund, the return policy is "replacement only." Return policies are stated clearly on site as such. Blast Zone's warranty exceeds the Industry standard 90 day warranty, at 1 year, and Blast Zone replaces all defects.===================BLAST ZONE (r) RETURN POLICY ( http://www.blastzone.com/shop/pc/Shipping-Return-Policy-d5.htm )"Blast Zone (r) is committed to ensuring customer satisfaction with its products, but please note that Blast Zone (r) does not provide "Free Rentals". Our product return policy is explained below: New Products In Unopened Packaging: New, unused products or items with unopened packaging may be returned for refund. Returns of these products may be subject to a restocking fee equivalent to 20% of the purchase price. Used Products: Blast Zone (r) DOES NOT provide refunds for products or items that have been opened or used. Note: In some circumstances, the retailer's return policy may supersede Blast Zone's (r) Return Policy. Under those circumstances, you may be required to contact your Blast Zone (r) retailer."==================In order to EXPEDITE the replacement process, customer(s) are asked to destroy the product, and dispose of it, at which point a replacement is sent.In this case, the Customer requested Blast Zone to come to delivery location in [redacted] and remove the toy, which is not feasible. To date, this is the first customer demanding disposal of product by Blast Zone, as it can be placed in a standard waste bin, and the process is actually designed to make the transport of required "proof of destruction" items easier and faster or the customer, because this way the entire product does not need to be transported for return, inspection and warranty approval.The customer was approved for a replacement at no charge under well-established warranty protocols, including no shipping charge to deliver the replacement to them, 2 hours after the claim was received. Blast Zone's Claim-Submisison process is designed to be as customer-focused as possible. In order to properly track and streamline warranty requests, all info is handled digitally through simplified online claim-submission process here:[redacted] Customers typically find this submission process to be faster and more effective that the standard "in writing" submission process. Phone operators are not authorized to submit claims, as they do not have access to required submission info required from customers and are not trained for this purpose.==================AT THIS POINT, I AM APPROVING A REFUND TO THE CUSTOMER IN ORDER TO EXPEDITE CLOSING OF THE CASE.BLAST ZONE SHALL MAKE NO ATTEMPT TO OBTAIN AND DISPOSE OF DEFECTIVE PRODUCT.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not want a refund. I wanted Blast Zone to pay the fees to replace it and dispose of it OR money to repair it. I felt very strongly that with a day old product falling apart it should be their responsibility. It was sold as a comercial grade product and cost us $1000. I was aking for less than $50. I did not feel I should pay extra after a day of use. I can understand if it was a season old. This was not the case. The kids want this item. We will ensure they get it. Re the coment this fits into a bin, thats completely false. In [redacted] you get one bin for weekly house hold garbage. They do not take items that don't fit into that bin. You can look that up online. The dimentions and weight are as follows... it does not fold up well. Product Dimensions: 252 x 99 x 252 inches ; 90 pounds ---I mailed in the pieces as requested prior to getting their email regarding the refund. That was a last resort request based on the companies refusal to take responsibility for the costs I incurred. Not a lot of money, but I think in principle I deserved it. I don't plan on discussing this further with the company. I hope they rethink their policy going forward on defective products vs warranty items with proper wear and tear.Final Business Response Hi,As per customer's comments above, we do take each situation into account when creating and revising policies, and this will be taken into account. Specific to this case, Customer's final communication prior to filing of Revdex.com case had indicated Customer preferred a refund, stating on 5/23/2014 at 4:26 PM Warranty Claim//Order #[redacted] "We will return it for a refund then."Revdex.com Case was filed on 5-27, no further communications were received from customer after 5-23, and no indications were given by customer that the required warranty items would be submitted (although the items were indeed received yesterday, 6-2). However all funds had already been refunded to customer on 5-28 (Details included below). Again, at this time, 100% of funds have been credited and returned.While against policy, the refund was provided immediately upon receipt of Revdex.com case in order to expedite resolution for the customer. We are happy to provide the full archived case ticket of all communications with customer, as the Customer Ticket system tracks and stores all communications, upon request.=================================================REFUND TRANSACTION DETAILS:=================================================Total: USD (974.39)Merchant Blast Zone877-889-4685Order InformationDescription: Blast Zone [redacted] Order: [redacted]Order Number: P.O. Number:Customer ID: [redacted] Invoice Number: [redacted]Billing Information Shipping Information[redacted]Phone: [redacted]Date/Time: 28-May-2014 09:02:53 PDTTransaction ID: [redacted]Reference Transaction ID: [redacted]Transaction Type: RefundTransaction Status: RefundPayment Method: [redacted]Transaction Receipt 6/3/2014 7:41 AM