Reply from Madfun
[REPLY]
- Reviews (80)
- Mark Amos - Fortima Limited
- 2 Reviews
A great online shopping experience, I would definitely recommend to friends and family.
I purchased a Jumpking Max 12 (JKMAX12) trampoline from Madfun and the whole process was efficient and fast. Trampoline was accurately described and with a great price of £179.99. Assembly was very easy and it took me less than 2 hours from start to finish on my own.
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- Mandy Lawer
- Winslow, GB
- 1 Review
Superb- reliable, and fleixble with dates and delivery address- could not have asked for more
Madfun excelled themselves with their customer service!!
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- Brian Paterson
- 1 Review
Fast and easy transaction
Would recommend this company to everybody easy to deal with, fast delivery and reasonable costs.
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- Lucy Gooding
- Bristol, GB
- 1 Review
Fantastic company - speedy delivery and brilliant customer service
I bought a TP trampoline from this site a few weeks ago. It arrived really quickly (two days after ordering). When we put the trampoline up we noticed that a bit of the stitching around the net zip was coming apart. I was a bit apprehensive about how this would be dealt with but they were fantastic. They immediately got on to TP on our behalf and a new replacement net was with us within 10 days. Cannot fault this site, and the trampoline was a lot cheaper than elsewhere.
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- Georgia Bruce
- 1 Review
Easy to deal with and very prompt
Great website, easy to order what I wanted and very prompt service. I ordered a replacement trampoline net after a fox chewed the original. Ordered on Friday night and delivered on Tuesday. Perfect.
- Mr Terence Hall
- 4 Reviews
If you want to do the pools.
Use these people. Excellent service . received promptly and on time. First class.
- Richard Greenfield
- 1 Review
Excellent communication and service
Ordered Plum 8Ft Magnitude trampoline for Christmas. The whole process was very straight forward. An e-mail confirmation when order placed. A telephone call to arrange delivery. Delivered on day and within time arranged. Only concern was packaging was damaged and could not fully inspect contents. This was down to courier though. Luckily on further inspection all was fine. This was the second trampoline we have ordered over the years and must say really impressed with the quality. It took two of us, nearly two hours to put together, it the enclosure that takes the time. We have had the trampoline three months now, it is used pretty much everyday in all weathers by my 6 and 8 year old and so far really happy, no tears in net and still looks like new. It was worth spending the extra on this plum trampoline.
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- Bernadette Duffy Black
- Forfar, GB
- 1 Review
Excellent service & product!
Ordered trampoline before Christmas, arrived in good time, with all the bits! Good service and product seems well made, no complaints here.
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- Suzanne Travolta Delaney
- Manchester, GB
- 1 Review
Amazing service
Ordered a slide yesterday and was told it would be around three days delivery. However , the slide turned up this morning! Talk about speedy delivery. I am well impressed with the great customer service, speedy delivery and quality of the product. Fantastic!
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- Julie Capaldi
- 1 Review
Air hocky table without air!
I purchased the Mightymast - 4ft Whirlwind Air Hockey Table for my children for Christmas. I am very disappointed in the quality of the product. The construction is fair for the price however the table top is not smooth enough to slide pucks (some of the holes on the table top are not even punctured through the full depth of the top)and the fan motor is so weak it is only capable of blowing air through the center section. Even using the strength of an adult the puck certainly does not glide the way it should. Had this not been a present from santa which I spent Christmas Eve building I would have returned asking for a full refund. The kids have played it for less than 30 minutes because it was so disappointing and wonder why Santa would send them something so poor. I still have the packaging and would appreciate a response. Delivery was good.
Reply from
As agreed outside of TrustPilot, we have despatched a replacement fan for you. Please do let me know how it goes.
Once again please accept my apologies for the inconvenience caused.
Kind regards
Steve Madkins
Director
MadFun Ltd
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- Tania Parry-Jones
- Mold, US
- 2 Reviews
Fantastic!
Ordered a Jumpking 10 x 7ft oval trampoline with circus tent before Christmas - website / service & product were excellent!
I was a bit worried as ordered well before Christmas but didn't build it until Boxing Day, but everything went as smoothly as things can when building something like this & nothing was missing or damaged!
This is a fantastic trampoline, big enough for a few kids to jump on at once without landing on top of each other, but no where near as intrusive on the garden, it fits in really well!
The quality of the trampoline mats / frame etc are better than I expected, it's really sturdy & doesn't sag at the top!
Most importantly it made my daughters christmas....her & her friends have spent hours out there in all weathers!
Haven't tried the circus tent yet as its been too windy but it looks great!
Thanks for a great product & problem free delivery.
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- Caroline Oliver
- Ipswich, GB
- 1 Review
Excellent all round
I can't fault this company price was good delivery excellent product good I would definitely use again
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- Jane Phillipson
- Manchester, GB
- 1 Review
do not touch with a barge pole, Spent £700 with them and have been totally ripped off.
We ordered a trampoline off them before christmas 2012 and as of the 4th Feb 2013 they have still not collected or refuned us due to the fact the the tramoline was broken and faulty. This was reported to them on the 24th Dec. Please do not spend your hard earned cash with a company like this. My kids have been well ripped off.
Reply from
Thank you for your comments.
First of all please let me apologise for the inconvenience caused by your order with us.
We have done as much as we could to resolve the situation for you as quickly as possible. In fact I prefer all changes to orders to be put in writing by customers, but I can see that we have taken verbal instructions over the phone in order to make the process easier for you.
It appears that the trampoline you received was faulty and initially we attempted to resolve this by supplying replacement parts. I’m not sure of the reason, but it then appears that you requested we change the order to a smaller trampoline instead. At that point we organised the collection of the original trampolines, which was attempted last Friday. It will be attempted again today.
It appears that you have now decided to cancel the order all together which of course is your choice.
Once again, apologies for the inconvenience this must have caused. We have your details on our system and so if you ever felt you wanted to purchase from us again I’d be happy to offer you a 10% discount as a returning customer. I’ll put a note on the system now just in case.
Kind regards
Steve Madkins
Managing Director
MadFun Ltd
- Mark Roy Landon
- 2 Reviews
ordering fine, customer service questionable, dubious delivery
My review will sound very similar to a couple below and i wish i had found this website prior to ordering, may have made me think twice.
Ordering went fine, people on phone friendly, order received fast and on time.
When box opened thats when things started to go downhill, two corner sections had been broken (guess it was dropped/rested on one edge at some point). On contacting the company by phone was told to email photos. As it was getting towards Christmas some urgency was asked for as it was a present for my parents to give to their grandson. Sent photos and got a reply to say they would send photos to the warehouse and get back to me. I emailed the next day for info, no reply, emailed the next day, again no reply!!!! So i rang them and got told it would be chased up, that night got an email to say it was picked up and would be delivered on monday (23rd). It wasnt!!!!
Rang up the delivery company and after a while (i wasnt given a tracking number, just a phone number) was told they had passed it onto another delivery company so i got another phone number. Rang them got told it wasnt gonna be delivered until January. It did come and undamaged this time, just decidedly too late to give as the intended christmas present.
Any company can take an order, your money and get an item sent to you. Its how a company deals with issues that makes a good company and i feel this was inadequate.
Reply from
I am ultimately responsible for fulfilling your order and it appears I have failed.
When presents from Father Christmas are at stake there should be no excuses. Regardless of how the situation has arisen, I have let you down. I have three kids, I know what it’s like, it makes me feel so bad when we fail to fulfill orders in time. It’s usually the carriers that have let us down but I’m happy to offer you a goodwill gesture refund on your order. I know this won't save Christmas but I can only try to make a bad situation slightly better for you.
Please accept my apologies for the inconvenience this has caused.
I look forward to hearing from you.
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- Chris Davies
- 3 Reviews
Excellent prices, outstanding service, friendly people.
We ordered the Gamesson 5ft Blue L Foot Air Hockey Table at the end of November as a Christmas present for our 7 year old daughter who'd played as often as she could on holiday in the summer. Madfun had stock issues, but that's not surprising because their prices are very competitive. They kept us completely informed about expected stock-in dates, and were true to their word with early December delivery. As this was a Christmas present, and couldn't easily be hidden once unpacked, we stored it in the garage unchecked until Christmas Eve. Big mistake and never again with such a bulky, awkward item. On assembly we found that one corner was cracked, and there was a dent across the top of the table. We immediately photographed the damage and sent the photos to Madfun as evidence that the table hadn't been used prior to the damage being found. As their T & C requests that damage is reported within 48 hours of delivery, I was getting ready to do battle! No need, even before they were open after New Year we had received an apologetic email from Luisa Kendall at Madfun offering to replace the table, which is exactly what has happened this morning with a completely undamaged table delivered and the old one returned via their courier. This company and its people rate Five Stars, I've awarded four for the packaging of the Air Hockey table, which Gamesson need to make far more robust. I hope the expense is borne by them and not Madfun because that would not be fair.
- Tim
- 3 Reviews
Excellent customer service, let down by product quality / delivery damage
Ordered 5 in 1 Riley games table 3 weeks before Xmas. Table arrived in good time, however when I came to assemble it, dicovered that the football table top was 'crushed' on one corner and that one corner of the pool table had been badly put together (screws had missed holes and come out sides). Phoned Madfun and sent photos of damage. Madfun arranged for immediate replacement to be sent. Replacement table arrived, this one had a broken goal and crushed box containing the snooker balls. Using parts from both deliveries assembled a complete 'undamaged' unit. Madfun arranged collection of the damaged parts. All transactions completed before Christmas. I was extremely happy with the service from Madfun and would recommend them to anyone. The product damage could have been due to poor quality control at the original manufacturer or damage in transit it was frustrating but made easier with Madfun's excellent customer support.
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- Peter Ilett
- London, GB
- 1 Review
Made a promise and kept it
I ordered an air hockey table for delivery before Christmas which was delivered on Christmas Eve,all communication with Madfun was answered very fast with consignment note number and telephone number of courier being used who were also very helpful contacting the driver to give me an eta,it is refreshinhing to deal with people who are there to help you and not just take your money.
Peter Ilett
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- Neil Heron
- 1 Review
Empty promises!
Ordered an air hockey table, with 5/7 days delivery, then email explaining that due to the extra orders going through would be another couple of days. The truth was the tables were NEVER in stock. On contacting them we paid an extra £30 to get a table that we were told was in stock and would be dispatched the same day with next day delivery. On checking with madfun the following day, it was still in their warehouse, and would go out shortly. Promising delivery on the 22nd or 24th Dec. it's now Boxing day!
Well done for wrecking our 5 year old son's Christmas day, who now thinks Father Christmas doesn't love him and put him on the naughty list...........
Morning of the 28th and it has just arrived. Delivery note stated that it was collected on the 21st. So the fault lies with the delivery company rather than with Madfun. Due to the delivery not being in time for Christmas, Madfun were good to their word and reimbursed half the original cost.
Maybe they should look at a new haulage contractor..........
Reply from
Thanks for your feedback and comments.
Please accept my apologies for having let you down. I do feel that with Christmas presents at stake there should be no excuses. Regardless of how the situation arose I have let you down.
Please feel free to contact me directly and I'd happily offer you the goods you originally ordered at half price for delivery in 2013.
I know this won't save Christmas but I can only try to make a bad situation slightly better for you.
Kind regards
Steve
Managing Director
MadFun Ltd
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- Graeme Thomson
- 1 Review
Great customer service
Ordered an air hockey table for Christmas and they had stock problems with the item. They kept me informed of developments and told me when the stock had arrived from their suppliers and used an overnight delivery service to ensure I got the toy on Christmas Eve. It was nice to deal with a company that kept me informed without me having to ask and they also pulled out all the stops to ensure I got the toy before Christmas.
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- Carole Steele
- Long Stratton, GB
- 1 Review
Table top table tennis
I ordered a table top tennis table very late for Christmas delivery after being messed about for weeks by another company, so far I have received excellent service order late Tuesday night and it arrived yesterday, so my boys won't be disappointed. The box is quite weather damaged but that is a fault of the courier, I will put more feedback on when the item has been open and checked. But mad fun saved the day for us
Carole steele
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- Neil Elsmore
- Tamworth, GB
- 1 Review
POOR SERVICE & NONE EXISTENT AFTER SALES ASSISTANCE
Ordered folding snooker table and extra table tennis top on 4th December confirming with the order that these were Christmas Gifts. Order confirmed and tracking number issued and confirmed 2no packages had been dispatched. Items delivered on 11th December but main package was open and some of the contents appeared to be damaged and the 2nd package there was no sign of at all. Item was refused and delivery driver mentioned a new one would be dispatched immediately overnight. We contacted Madfun immediately to report the issues and they said the items would be dispatched straightaway. I called again next day to get an ETA on delivery as i had forgotten to ask and was told delivery would be by the end of the week. The end of the week came and went without any sign of the goods we ordered. I called again on Monday 17th to find out what was happening and was told this would be looked into and someone would get back to me. I waited until after lunchtime when i called again and was told that the snooker table would be dispatched (despite me being told it would be dispatched the week previous) but there was a problem with the table tennis top as this had been lost and there wasn't any others in stock and they were trying to trace it through the couriers. I was then informed that i couldn't be guaranteed delivery of all my items before Christmas leaving me having to cancel the order and source the items from elsewhere with a week left until Christmas! I now await to see if my refund is returned.
Thanks Madfun for the experience it's certainly mad but not fun!
Reply from
Thanks for your email and comments.
I do feel that with Christmas presents at stake there are no excuses. Regardless of how the situation arose I have let you down.
Please feel free to contact me directly and I'd happily offer you the goods you originally ordered at half price for delivery in 2013.
I know this won't save Christmas but I can only try to make a bad situation slightly better for you.
Kind regards
Steve
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- Linda Burgess
- 1 Review
Good product extremely bad customer service - bullsh*t.
Was told 2/4 weeks for delivery, product arrived 3 months later, missing vital birthday. No contact from MadFun to advise. Had to do all the running ourselves. I believe that they knew that there will be delays when orders placed. Truck driver got my 11 yr old son to operate the tailgate lift whilst I was checking the order!! Don't be fed their bullsh*t shop elsewhere. Very disappointed with the customer service. Life is too short, don't waste your time.
Reply from
Thanks for your feedback. Always appreciated, good or bad.
The large slate bed tables are made to order and so we are completely dependent on our suppliers for manufacture and delivery. Usually they are very good and we can expect delivery within the expected timeframes, around 4 weeks from order. We did however notice that delays were creeping in at around the time of your order. Hence we have updated our website to detail delivery of approx 8 weeks. We were in contact with you throughout and continued to chase the suppliers behind the scenes on your behalf.
I apologise for the delay we experienced with your order and the inconvenience caused.
Kind regards
Steve Madkins
Managing Director
MadFun Ltd
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- Kelvin Fielding
- Southampton, GB
- 2 Reviews
What a fantastc online buying experience
Bought initialy some filters for our swimming pool but decided to get a better pump/filter so phoned them and received fantastic service.
Based on the first experience i decided to order some chemicals and a few other bits for our pool. Delivery was next day and received some excellent advice which I hadn't got elsewhere.
Would recommend and will be using again.
First rate - welldone.
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- Andrew Richardson
- Sheffield, GB
- 1 Review
Poor after sales and delivery
I ordered a trampoline in February, was told it was out of stock but when it came back in I would receive my order - no problem so far.
As time goes by I make a couple of phone calls to find out progress of my order, told Madfun was still waiting for the items to come in.
Phoned this morning to say I've been waiting for four months now - was told it had been shipped on the 14th of this month - no-one had phoned to tell me. They looked into why I hadn't received it - but just said they would get another one sent out for tomorrow (I'm watching this space)
I got no apology for the delay, in the past Madfun have provided an excellent service but on this occasion the poor quality of customer care has tainted the previous efforts. I will think twice about placing another order with them.
Reply from
Firstly I would like to apologise for delay in the receipt of your goods.
I have looked into this further and it would appear that the goods were despatched as soon as they came back into stock but they had been lost by the carriers. An email should have gone out to you but I suspect that may not have been the case otherwise you would have been aware that it was on its way. Your goods were despatched yesterday (26th June) on an overnight service and should be out for delivery for you today (27th June) as you should have been told by my customer services team.
Please accept my apologies once again for the delay in your order and the quality of service you felt you received when you called yesterday.
Kind regards
Steve Madkins
MadFun Ltd
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- Samantha Knight
- 1 Review
Good sales, not so good after sales
I did have a very good and helpful service when purchasing my trampoline. You did not have the one I wanted in stock and the girl I spoken to was great at finding me an alternative. I also wanted it quickly as it was my son's birthday the next day (Saturday) and as I lived nearby you kindly sorted out for me to collect the trampoline.
My only disappointment was when we unpacked it there was one major part that would not fit. I called you on the Monday and was told that you would let me know when you could arrange for a new part to be sent. My only complaint was that I had to call at least 4 times to find out what the situation was even at 5 to 5 no one had called to let me know if a new part could be sent asap. With 4 kids eager to get on their new trampoline I just wanted to give them an answer as to when we would be able to finish putting it together.
I think it would have been great if someone had just let me know what was happening and that I didn't have to chase them up and possibly a follow up call to see if the part had arrived and that all was ok (just a suggestion).
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- Gareth Owen
- 3 Reviews
Sorted a problem really well
I ordered an oval trampoline from the website and had a phone call the next day telling me it was out of stock. Initially disappointed as the reason I'd gone to MadFun was because this trampoline was showing in stock. Infuriating when websites advertise things that just aren't in stock.
After that, however, they were excellent. Talked through what was in stock and my order was processed quickly enough for it to make that day's delivery and arrived the next day .. just in time. Not the best to start with but they dealt with it superbly and would definitely use them agagain.
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- Phil Wrigley
- Newcastle upon Tyne, GB
- 16 Reviews
excellent
great service when ordering 20 trampoline springs... will be going back to them when more are needed.
great to see them seeking true feedback via this site.
well done.
phil w
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- Michael Archibald
- Edinburgh, GB
- 1 Review
Excellent Service
Ordered Shire 'Bunny' Playhouse on 15/04 and received order confirmation on 16/04 allowing me to select 30/04 as delivery date. Playhouse arrived at 8am this morning (following a call from delivery driver to tell me he'd be there in 15 mins) and all ok with actual playhouse but the optional window box I'd ordered was not included. As delivery is handled by Shire themselves I cannont fault madfun.co.uk and will use them in the future. Shire have apologised for omission and will be sending window box by FedEx.....now all I need is for the rain to stop so I can build it.
Follow up - received call from delivery company on evening of 30/04 to tell me they'd found the window box on the lorry (it had become separated from rest of consignment) and would drop it off the next day. Window box delivered 01/05 as promised.
So excellent service from madfun, shire and the delivery co.
Overall excellent service.
- craig
- Here, GB
- 1 Review
Delivery.
1. 4 weeks and a phone call to prompt them and I finally received the one item I had ordered.
2. Item was delivered to my billing address NOT the delivery address!
Very poor effort!.
Reply from
Thanks for your comments. I always like to see feedback, good or bad. It helps us improve our service.
I can see we had two issues with your order, initially a lack of stock and then delivery to the wrong address.
I can also see that we refunded you the delivery charge and also refunded half the price of the goods. I hope that went some way to compensating the inconvenience caused.
Please accept my apologies for the issues you experienced with your order, I hope you would consider giving us another chance should the need arise ?
Kind regards
Steve
Managing Director, MadFun Ltd
- Carole
- warwickshire, GB
- 1 Review
Excellent Service
Ordered the 10 x 7 yellow jumpking oval pod which was out of our price range, however Steve who I spoke with on the phone was most helpful and worked us out a good deal. We ordered this late Wednesday afternoon (wednesday before xmas) and it was delivered 5.00 on Thursday (day after). Delivery company cannot be rated as highly though as previously stated by other customers. We had one delivery man come with his son - the trampoline was in one really large and heavy box. He asked if I had a trolley, when answering no he advised me that if he might have to take it back as it was too heavy for him to get off the van-after sensing my blood boiling he managed to find a really old trolley with dodgey wheels and luckily it made it to the house.
After xmas we put the trampoline up to discover a hole in the net. As soon as Madfun re-opened after xmas I rang them up and spoke to Lynsey who was most apolegetic and told me to email her a photo of the hole and she would ship another net out straight away(which she did). We didnt have to mess around packing the old one up to return, she said we could just dispose of it.
We now have the new net on and all four of my children our loving it. It is a really well made trampoline and we are so pleased we opted fopr the oval and not the round as we have had 2/3 children on at a time and it does not draw them to the centre like the round ones and due to the shape it fits in our small garden quite nicely.
So to summarise Excellent product and service Madfun, but your delivery service is the worst ever- show them the door and get a company that are actually able to deliver not just transport deliveries around-it would be ashame for such a polite and helpful firm to go under due to an incompetent delivery service!
Reply from
- Claire Jones
- Reading, GB
- 1 Review
Arrived quickly, but overfull boxes
We bought a 15x10ft oval Jumpking trampoline. The ordering and delivery time was great and the product is brilliant. The only downside was the delivery itself. The trampoline was delivered in only 2 boxes by 1 driver on a van with no tail gate or delivery trolley. 1 box weighed 70kgs! I was fortunate that a had some very helpful workmen in the house at the time or the boxes would still be on the van now! There's no way 1 driver could lift 70kgs on his own.
- V
- Sheffield, GB
- 1 Review
This company provides excellent service.
We purchased the 17x14ft Oval Jumpking trampoline from Madfun. I spoke to Steve twice to arrange delivery around the Christmas period. The staff and Steve were fantastic, prompt service and great help. The Trampoline arrived and Steve e mailed us personally to check the service, I said a couple of the supplied plastic components had suffered damage. Steve assured me replacements without any further paperwork or contact the parts have arrived.
We are thrilled with our purchase. I would not hesitate to recommend this company or the trampoline.
- M Jarvis
- 7 Reviews
Disappointing after care
After being promissed the missing row of players on the 3rd of January, we are now on the 11th and still waiting. The table football table is still standing in it's box, we're unable to use it as we are still missing one set of strikers.
So disappointing as it was meant to be a Christmas present.
Reply from
- peter james
- bath, GB
- 1 Review
****
Delivery was not 3/5 days, had to contact company 10 days before delivery took place.No contact about delivery either by phone or email.I had to chase delivery.Sara at last did sort problem out as she promised.Unfortunetly item damaged no sign of this on package.My son will be contacting you upon your return in the New Year.Damage did not preclude my granchildren playing on the hockey table.I am sur e you will overcome this problem with out delay.
regards
Peter James
- Chris Allen
- 1 Review
Excellent Service
Madfun staff very helpful, very pleased with Jumpking Trampoline and would use Madfun again.
- Andy Lee
- Littlehampton, GB
- 1 Review
Brilliant
Excellent service. Had to phone to confirm delivery, freindly and helpful. Delivered early. Great service, would definitely recommend
- chris squire
- Reading, GB
- 1 Review
Excellent, product, price and service
immediately after purchasing online, i received an email giving me a rough timescale for delivery. I replied to ask for more detail and had really great prompt replies to all my questions. They used citylink to deliver and they were great too.
- Nicola
- 2 Reviews
Excellent efficient service and a great well priced product
We ordered the BCE 4 in 1 games table for our son for christmas. Service was proffessional, efficient and the table arrived promptly - I would recommend!
- Dr Martin
- 1 Review
Would never use again!
In November I ordered a pool table and a few accessories that were supposed to be in stock. In fact nothing was in stock. A week later one cue was delivered. Two days later the table was delivered before I started receiving messages that the table was out of stock. Then I received a message that the table was going to be delivered the next day so I contacted Madfun to stop the delivery of a second table! I was then told that the set of balls I had ordered would be delivered within 2-3 days. They were never delivered and on Dec 23 (!!!) I got a message that they would be out of stock until the end of January! What a shambles! I would never buy from this company again!
Reply from
- Claire Headlam
- London, GB
- 1 Review
Unbelievably good Christmas service...
Steve at Madfun couldn't have been more helpful advising which climbing frame would suit our children (boy,7 and girl,5) now and also allow for growing room. The delivery arrived on time, and when we realised that one part had not made it off the van, a replacement was sent with no fuss - this was the week before Christmas when most companies were unable to commit to pre-Christmas delivery!!
Graeme who built the frame was a complete star, and agreed to work Christmas Eve as Santa's elf to preserve the surprise. Brilliant service all round, and the monkey bars and tower are fantastic.
