Report: #1367847

Complaint Review: Joy Jump & Joy Jump Creations

  • Submitted: Sat, April 15, 2017
  • Updated: Sat, April 15, 2017
  • Reported By: Kerryn Eddy — Gruyere Alabama Australia
  • Joy Jump & Joy Jump Creations

    Internet
    USA

Show customers why they should trust your business over your competitors...

WARNING -

WHAT EVER YOU DO -

DO NOT PURCHASE INFLATABLE GOOD FROM JOY JUMP!

 

I purchased some inflatable water products for the kids online through Joy Jump - Joy Jump Creations - Mr Christopher Vandersay, thinking they were an Australian based company, and was quoted an amount $1305.00.  I paid half on 29/11/16 - $808.28 to accept and proceed with quotation, and balance of $530.00 paid 9/12/16 once completed, I also asked about postage and handling before I said to proceed.

 

Their suppliers are in China (and I believe he might be too), but when it was shipped to Australia, I then somehow became the importer and had to pay all these additional fees that I certainly wasnt informed or aware of.  Thats why I order through an Australia business in the first place.  They then needed to supply all the shipping details and packing list and declarations, which I had to ask them for so that customs could release the items and not incur further storage charges, and swas changed any addtional $272.82 to Navia Logistics for import fees and port charges and then once collected a further $324.50 for custom clearance fees, so a total of $597.32 extra which I was not informed of or quoted as price was $1305, which included $270.00 shipping fees to Melbourne of postage and handling.

 

I tried to settle the matter through the company directly by many emails with no results, so therefore contacted NSW Fair Trading to try and resolve this dispute.  I was requesting reimbursement for undisclosed fees and charges.   I have also received the incorrect item, than what i initially ordered and saw on their website, they even sent me a picture of the original one i ordered saying its ready to be shipped and asking for balance of payment.   He assured me he would rectify and replace at no extra fees or charges, but to date I hae still not received, and he has declined to resolve this matter, so therefore I need to go through NCAT to pursue further proceedings.

 

I then decided since it has taken over 5 months of continuous emails and his offer of keeping the incorrect product and would refund $200, that we woulde blow up the trampoline, and after only about 1 minute of use, we could hear air leaking and therefore found it be be faulty/defective, it was leaking at the seam where the stitching is.  I sent him video evidence of the leak.

 

I went through the NSW Civil & Administrative Tribunal, and provided then with all communication made via email (thank god), which was a total of 89 pages and USB evidence when then awarded me :-

 

On 11-Apr-2017 the following order was made:

 

1. The Tribunal is satisfied that service of notice of the hearing has been duly served on the respondent and the Tribunal considers justice require the matter be dealt with in the absence of the party.

 

2. CHRISTOPHER VANDERSAY c/- Joy Jumo 6B Sara Jane Close KANWAL NSW 2259 Australia is to pay KERRYN EDDY 3770 Australia the sum of $12347.32 on or before 02-May-201.

 

Reason:

$1347.32 Refund of money paid for trampoline that was not of acceptalbe quality and not fit for purpose ($750.00); compensation for breach of contract (additional charges paid by consumer that were not disclosed by supplier and not payable by the consumer in accordance with the contract) ($597.32)

 

His response was "Please note there is no refund available and it is our company policy - You used it and a minor leak accour as I already said you can sue the repair kit for minor leaks that may occur"

 

The kids only used it for about a minute fore they could hear the sound of air leaking, which is coming from the underside where the stitching is.   The trampoline is made for bouncing and thats all they did, it wasnt miss used, only doing what is is supposed to be designed for.

 

The trampoline is only brand new and therefore shouldnt neede to be repair after only a minute of jumping, I would expect atleast after 12 months of heavy usage.

 

His response was "As you didnt pay any money to Australia it is not any liability from Australia it all were processed in China.  Any debt collector or any any one comes it will be handled accordingly", so lucky for me I paid through ZPaypal (thank god), whatever you do, do not pay them directly into their ban account or wire transfer as that is what they requestede.

 

I have now lodged a dispute through Paypal and this matter is still ongoing - I will inform you further once if know more!!!

 

Whatever yu do, dont use them - very doggy!

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This report was posted on Ripoff Report on 04/15/2017 05:18 AM and is a permanent record located here: http://www.ripoffreport.com/reports/joy-jump-joy-jump-creations/internet/joy-jump-amp-joy-jump-creations-christopher-vandersay-warning-what-ever-you-do-do-1367847. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
3Author
0Consumer
3Employee/Owner

I don’t know what this actually has to do with the issue and complaint, but I am not jobless either, and I currently hold 2 positions and am a mother as well.

But I guess your companies professionalism is shining through.

I would love to not have to write posts, but unfortunately you have put in this position in the first place, if you had only done the right and professional thing , there would have been no reason too.

Also if you stopped slandering me and spent time in actually evaluating the situation and answering the question and emails in the first place it would never have come to this.

All I wanted and order was a trampoline for a Christmas present  for my children .  What I received was the incorrect trampoline and then eventually found out that it was faulty and defective.

There is definitely no misuse,  and it says on your website product has a 2 year warranty.

I do not wish to keep  a faulty product, I am certainly happy to return to you but at your own cost which I have stated many times, as I should not have further out of pocket expenses for your incorrect delivery of incorrect product and then a faulty one at that.

 But at the same time with all your lack of response and time fame taken made me extremely careful not to get scammed.    I was waiting to receive the correct product first, as from your past responses and time frame, was unable to trust your company to do the right thing and was never informed of how and who you wish for me to send the product with.

To make the statement from  the time you shipped the product the only thing I wanted was money, is just laughable, I was order a trampoline, I couldn’t help that you sent me the wrong one and I am only asking for what I paid for, nothing more and nothing extra,  the correct trampoline in working order.  I am not asking for anything more or extra,  just a refund on what I have paid out and incurred.

Dont worry, I certainly have regretted using your company, and the headache it has caused me, as well as the extra costs incurred, but I am only standing up to you and replying and responding to your false and incorrect allegation with actual factual and correct information, as this is necessary so that no one else has to go through what I have gone through when dealing with your company. 

 When I asked for a quotation purchasing these items from you I was not informed of any further or additional costs involved.  I was dealing with your company directly and was of the understanding I would be receiving goods via your company and any charges etc though import or customs should have been included in your price as this is something I believe you would be dealing with on a regular basis with importing goods to Australia for you business.  This is certainly something that I would not be aware of as a consumer, and was not informed or advised.  Thats why I dealt with your company, as therefore I might as well dealt directly with China.

I was of the understanding that everything would have been dealt with by your company, that was why  I order through you,  as you were supposed to be an  Australia based.

Your company are the importers not me, I am the purchaser, consumer of goods once received from your company.

You also must be well aware that I require the following:-

  1. 1.     Packing List
  2. 2.     Commercial Invoice
  3. 3.     Packing Declaration
  4. 4.     Certificate of origin if applicable

 

Obviously I am unable to provide these documents as I am the purchaser not the importer, and I require this information from your company to be able to be able to clear these items from customs.

 All these charges should have been included in your original quote.

The first thing I knew about it was when I was contacted by Navia Logistics chasing documentation and advising that additional fees will be charged for storage if documentation was not received and items collected.

When I spoke to Navia Logistics and explained what had happened, they said unfortunately this happens all the time, customers have not been correctly informed and advised.  If I knew that I could refuse the items I would have, all I was worried about is that each day they were going to charge storage fees and the cost was going to keep going up and I didn’t want to get stuck with more expense.

I was a customer of your company, I have never been an importer so therefore not aware that collecting from a port meant additional costs, and was not informed by your company of this, I am a consumer and private customer, not a company or a business, and I had already paid to your company postage and handling from the original quotation. I believed that i was just collecting the items directly from them.

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#2 REBUTTAL Individual responds

I am far too busy and have a job to do than replying to gold diggers

AUTHOR: Chris - (China)

I am not jobless like others to write post after post for gold diggers .From the time you got the shipping documents what you were trying was to get our money . As I said before if you think it is not mentioned you could opt not to take the products from the port and ask for a refund (in the invoice we mentioned it was to shipped to the port so if you doesn't know what a port is this shows the capacity of your brain .  but actually I know what sort of a person you are some one who try not to notice any thing and pretend to be a victim when you couldn't dig any gold from us ) . But no you took it thinking that you can dig gold from companies .

Any products no longer liable for warranty after misuse and in your case from the things you did every one knows what your intention was . People can put the story together and understand where it leads to .

In my life I have never cheated or never had bad reputation as a seller . But that doesn't mean I will not stand up to gold diggers . You wanted to keep the product and get a refund . From the time we shipped your product the only thing you were after is money and money .

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#3 Author of original report

It’s your mistake, you sent me the wrong product!!! Of course you are not going to respond to all my statements as they are totally factual and correct.

AUTHOR: - ()

It’s your mistake, you sent me the wrong product!!!

 

Of course you are not going to respond to all my statements as they are totally factual and correct.

 

And your so called comment on squeezing money from your company is only receiving what is rightfully mine, from your mistake.

The Tribunal hearing received exactly the same information you received, as all copies were forwarded to you & the tribunal by express post with USB stick showing defective product on video, and all email correspondence was provided to them between your company and myself, so they received the full story.

 You were given the opportunity to respond or reply by email or post and was also given the opportunity to converse over the telephone for which you made no attempt or response.  I too did not attend the tribunal,  I only converse with them over the telephone as it was in New South Wales because that is where your so call business trades from and I live in Victoria.

There was no need from me to make any verbal comments as they had already gone through all the correspondence provided prior to the hearing, and made their final decision base on the factual information. At the time of the hearing, I was on the telephone holding while they tried your two telephone numbers provided on your website, as they never received reply or response from you or your company.

 

So if you are in China, why does it say on your website that you are an “Australian Based Company, 100% Australian Owned”, this is the company that I was dealing with and emailing too.  I only paid directly to China as that is what your company requested for me to do, or wire transfer, so I thought it would be safest to pay by Paypal in case you were a scam.  I assume that you do it this way to save conversion on the exchange rates and extra taxes in transferring money to and from your supplies based in China, and that they must then send you your commission.

 

In March we still had not received a replacement, so I am no sure how long your New Years goes for and you said would take 4 weeks.  Then I was asked to wait and forward the  incorrect trampoline to another customer or we could keep and receive a refund of $200.  I said I could send it on as long as there was no further cost to myself and requested how you wanted it sent and with whom, I also requested your ABN or ACN No as well.

Finally by mid March you gave me an address to send it too, but no details of how and which company you wanted me to send it with and how payment was going to be made, which I requested from you again twice. 

As by the end of March I still had not received a reply or heard back from you on how you wanted me to send the item, and couldn’t see the new trampoline coming in the near future after all this length of time.  So I spoke to the kids and we decided since it has taken so long we would take you up on your offer of keeping the incorrect trampoline and would received a refund of $200. 

So yes I did send you another email informing you of this and advising you accordingly, as you still had not replied/responded or advised on how you wanted me to forward or send the item on.  This whole time while we have been waiting, the trampoline has been sitting in its bag in my rumpus room.  As we were extremely concern that if you ever finally got back to me with postage method we would have nothing and would probably never received a replacement trampoline either and be scammed.

So when we finally blew up the trampoline, after still no response from you or your company,  and the kids only jumped on it once or twice for about 1 minute before hearing  a noise  of air escaping , and then we immediately deflated it.     It was only the second time in blowing it up again,  was to show you video evidence of where the air was escaping from at the seam and the stitching,  and we never used it at that time at all.   We therefore immediately reported it to you

 By April we finally received a response “You used it and a minor leak occur as I already said you can use the repair kit for minor leaks that may occur “

The trampoline is made for bouncing and thats all they did, it wasn’t miss used, only doing what it is supposed to be designed and made for, and only for a minute.  The trampoline is only brand new and therefore shouldn’t need to be repaired after only a minute of jumping, I would expect at least after 12 months of heavy usage.

Now you are making claims that are totally untrue and deceitful  and by inspecting the trampoline yourself you will clearly see that it is still brand new and unused !!  The only person that has been taken advantage of is me.

So therefore you are telling me now that your statement that you make on your website is not correct and have madee false claims then?

“Our warranty is 2 years for zorb balls and water trampoline. our main aim is to give our beloved customers a great pre sale and after sale experience they never experienced before “

You have clearly shown myself and other customers your pre sale and after sale experience!!!

 

 

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#4 REBUTTAL Individual responds

You are trying to get our money for your mistakes

AUTHOR: Chris - (China)

I am not going to comment on all your statements as I don't have time to entertain people like you who try to squeeze money from companies after you made mistakes 

 

First of all the Tribunal hearing was completely one sided , We didn't have any representative as we are in China and you did trading with a foreign company , There was no Australian transction involved . All you paid to our China account. let alone the emails if you didn't know you paid to a company in China after paypal clearly states the name and address in Chinese , So this clearly shows what sort of a person you are . And tribunal judge only after hearing one side of the story which I am sure you didn't submit the full story .

 

At the time you said you got the wrong product we were ready to send you a replacement , But as every customer knows it needs atleast 4 weeks for the production to finish . And it was Chinese new year time normally they have holidays for about 3-4 weeks in new year . I told you about the new year thing and my replys will be late due tonew year  . We can't just send you a new one untill we get the wrong product or we send it to another customer . We choose the latter and I gave you the customers address and details to send it to the customer . And clearly stated that if you have used it then we can't replace the product .

 

And once I sent you the customer details to send the product suddenly you said it has a leak .And if you are so genuine  whu didn't you inform me you will use it without sending it to the customer ? All you had to do was to send it to the customer and then get your replacement .I never said i will not replace your product until you said it is leaking and I clearly told you if it has a problem we can't replace it . But you misused it and try to take advantage from us .

 

There are loads of customers who bought fromus and all knew it was coming from China including yourself shame that you are pretending to be a baby who doesn't know any thing .

 

Finally what you bought was not a jumping castle nor a water slide . It was a trampoline and water walking ball . Which has no refund and clearly after you use it long time and mishandle it no product can be refunded 

 

 

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#5 Author of original report

YOU SHOULD’NT BE REPORTING FALSE AND INCORRECT INFORMATION!

AUTHOR: - ()

YOU SHOULD’NT BE REPORTING FALSE AND INCORRECT INFORMATION!!!

If you are going to respond, make sure you state all the facts and not only half, and the correct ones at that, it just shows and confirms that you and your business are totally unprofessional and clearly shows who the so called “Gold Digger is”!!!

 First of all these are the problems and issues:-

1)       I was a customer of yours and consumer, to then somehow become the actual importer of the goods from China and was charged additional fees of $597.32  on top of what was originally quoted to me of $1,305.00.

2)       Received incorrect goods than what was ordered.

3)       Waited over 5 months for replacement and rectification.

4)       Did not received replacement, so therefore decided on keeping incorrect item and found to be faulty/defective and unusable.

5)       Tried to rectify with you and your company amicable without any success.

6)       Contacted NSW Fair Trading to see if they could resolve dispute as a third party without any success and resolution from you.

7)       Therefore I had no other option than to take further action and took the dispute to the  NSW Civil & Administration Tribunal, who awarded in my favour. You did not respond or provide any details or dispute to the Tribunal.  They tried contacting you on both telephone numbers provided on your website directly on the day of  the hearing and was advised that you were in China and not contactable.

8)       After Tribunal Hearing, you did not meet the requirements of the refund on or before the 2nd May, 2017 and continued to refuse any resolution.

At the end of the day, you and your company, and the way you handle and deal with customer complaints, and sending me the incorrect item, then a defective/faulty item at that, has certainly showed me your and everyone else too, that you and your business are totally unprofessional.  This just shows how you really deal with your customers is not doing you any favours in your reputation, just digging your grave further and confirming who the so called gold digger is.

I have certainly not provided incorrect or false information and have not claimed or pursued anymore than what I am entitled to, so making the statement that I am a gold digger is totally false and incorrect.

I am a customer just wanting the correct trampoline I ordered, brand new in good working order, and for the amount that I was quoted and paid for, nothing more and nothing less.

It clearly says on your website :-

What are your warranty terms & conditions?

We give 2 years warranty for stitches but if other parts broken there is no warranty because others normally happens due to negligence ,in proper maintenance and customer errors.

​How Can I Claim Warranty?

Please send us clear and detailed pictures of the damage and we will negotiate what kind of a compensation suitable for it/All jumping castles and water slides are under this warranty

You have put me in this unfair and unsatisfactory position, which I never wanted to be in in the first place, to make sure I warn others so no one else has to go through what I have been through.  This has been totally in your hands to do the right thing and provide the right customer service and care with the correct item ordered and in a useable condition.

The story so far :-

I purchased inflatable water products through Joy Jump - Joy Jump Creations - Mr Christopher Vandersay, thinking they were an Australian based company.   I have not denied and do not question that the products are made and your suppliers are based in China, that is not the problem here. 

The problem is that I was not informed or advised that I would change from being a customer of yours and consumer, to then somehow become the actual importer of the goods from China and was not informed or advised that I would have to pay all these additional and extra charges and fees.

That’s why I order through a so called Australia business in the first place.  I had specifically asked about postage and handling fees before I said to proceed with the quotation

You were the importer not me that why you needed to supply all the shipping details and packing list and declarations, which I had to ask you for so that customs could release the items and not incur further storage charges.  I was then charged  additional $272.82 to Navia Logistics for import fees and port charges and then once collected a further $324.50 for custom clearance fees, so a total of $597.32 extra which I was not informed of or quoted as price was $1305, which included $270.00 shipping fees to Melbourne of postage and handling

I tried to settle the matter through you and your company directly by many emails with no results, so therefore contacted NSW Fair Trading to try and resolve this dispute.  I was requesting reimbursement for undisclosed fees and charges.

The fact is I received the incorrect product from you that I ordered and saw on your website, you even sent me a picture of the correct one saying it’s ready to be shipped and asking for balance of payment.  

You assured me that you would rectify and replace at no extra fees or charges, but to date I have still not received, and then you declined to resolve this matter, so therefore I need to go through NCAT to pursue further proceedings.

Since it has taken over 5 months of continuous emails and your offer of keeping the incorrect product and would refund $200, that we would blow up the trampoline, and after only about 1 minute of use, we could hear air leaking and therefore found it be faulty/defective, it was leaking at the seam where the stitching is.  I sent you video evidence of the leak.

I went through the NSW Civil & Administrative Tribunal, and provided then with all communication made via email (thank god), which was a total of 89 pages and USB evidence when then awarded me :-

 On 11-Apr-2017 the following order was made:

 1. The Tribunal is satisfied that service of notice of the hearing has been duly served on the respondent and the Tribunal considers justice require the matter be dealt with in the absence of the party.

 2. CHRISTOPHER VANDERSAY c/- Joy Jump 6B Sara Jane Close KANWAL NSW 2259 Australia is to pay KERRYN EDDY 3770 Australia the sum of $12347.32 on or before 02-May-201.

 Reason:

$1347.32 Refund of money paid for trampoline that was not of acceptable quality and not fit for purpose ($750.00); compensation for breach of contract (additional charges paid by consumer that were not disclosed by supplier and not payable by the consumer in accordance with the contract) ($597.32)

His response was "Please note there is no refund available and it is our company policy - You used it and a minor leak occur as I already said you can use the repair kit for minor leaks that may occur"

 The kids only used it for about a minute before they could hear the sound of air leaking, which is coming from the underside where the stitching is.   The trampoline is made for bouncing and that’s all they did, it wasn’t miss used, only doing what is supposed to be designed for.

 The trampoline is only brand new and therefore shouldn’t need to be repair after only a minute of jumping, I would expect at least after 12 months of heavy usage.

 Your response was "As you didn’t pay any money to Australia it is not any liability from Australia it all was processed in China.  Any debt collector or any one comes it will be handled accordingly".

 I paid through PayPal, and thought I would pursue the claim through them, which I did and was advised that I was eligible for a refund.  In order to receive my refund I would have to return the item to you.  As it was paid to the company in China I would have to return and send it there at my own cost, as this was an incorrect item forwarded by you incorrectly I don’t feel that should be the case and I would therefore incur a further cost and more expense with little gain in return at the end of the day.   Once I would received the refund and deduct the return fee cost, so I did not continue with the claim.  As I paid in two separate amounts, I had to make two separate claims, thinking they would be able to enforce the Tribunal Hearing claims, which they said they cannot d, so I could only claim the price of the actual trampoline only. 

Confirmation below:-

Please return your item to receive a refund: Case ID #PP-005-725-581-917

Dear Kerryn Eddy, We're happy to let you know that we've reviewed your case (PP-005-725-581-917) an..

 
 
 
 

Dear Kerryn Eddy,

We're happy to let you know that we've reviewed your case (PP-005-725-581-917) and have determined that you're eligible for a refund of $582.54 USD.

Before we can issue you a refund, we need you to return the disputed items to your seller and provide us with the online tracking information of your shipment before 27 April 2017. If we don’t hear from you before this deadline, the case will be closed and you won't receive the refund.

Transaction details

Case ID: PP-005-725-581-917

Seller's name:

Seller's email: paypal@joy-jump.com

Seller's transaction ID: 0UA89908PW904541W

Transaction amount: -$582.54 USD

Transaction date: 29 November 2016

Your transaction ID: 95F79057N66325521

What to do next

Please ship the items back to your seller according to the details above. The items should be in the condition in which you received them. We're not able to cover any costs associated with returning the items.

Please ship the items to the following address:

 

深圳市龙岗区和磡村6巷, 深圳, Guangdong Province 518100 China

Shipping guidelines

To receive the refund, we need to confirm that you've sent the item to your seller. Therefore, please use a shipping method that provides online tracking. Once you've shipped the item, please log in to your PayPal account and provide the online tracking information for the package in the Resolution Centre.

Once we've confirmed your seller has received the item, we'll issue the refund. The refund amount should reflect in your PayPal balance within 5 business days. If you paid with a credit or debit card, the amount will be refunded to your card. Please note it can take up to 30 days for the refund to appear on your card statement.

If you need further assistance, please click Help at the bottom of any PayPal page.

Sincerely,
PayPal

 

 

So I withdrew the claim so that I can claim the full amount through debt collectors and further legal action with Solicitors.

 

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#6 REBUTTAL Individual responds

This customer is a gold digger

AUTHOR: Chris - (China)

This customer knew from the begining as all our other customers does that all inflatables are coming from China . She admits that her self in an email she sent to me .

The complaint she put through paypal paypal it self decided it is a rip off and declined the refund I have the casenumbers and paypal response any time to show . Just don't try to gold dig companies .Thats all I have to say

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