Dennis W.
Your customer support team needs to…
Your customer support team needs to slow down and carefully read and view the report and photos we provided regarding a serious safety concern. The elastic bands and how they are failing so quickly, less than 30 days and when they do fail and come a part they do so as and launch the metal clips across our room, with the last band breaking today and the metal clip flying into my face sitting about 10 feet away. While we certainly appreciated the companies offer for a replacement mat, we never indicated a problem with the mat in our report or the photos we provided and my 11 year old daughter continues to have to wait even longer as we l have to send additional emails now to reexplain to customer care the issue for a product we have not yet owned for even 30 days and is now completely un-usable We do not feel the company is taking the report serious enough or at all as we hope to bring awareness to a potential quality issue that if not corrected can cause other users and anyone with in range to get seriously injured if stuck with the flying metal pieces from the clips used to bind the ends of the bands together.
Response from Leaps and ReboundsOct 10, 2025
Thank you for bringing this to our attention Dennis, and we want to start by sincerely apologizing for the experience you’ve had. :( We’ve reviewed your message and understand that this is not just a product concern, but a serious safety issue. The fact that a metal clip launched and struck you is deeply concerning, and we absolutely take this situation seriously. We’re also SORRY for the miscommunication regarding the replacement part. After reviewing the details of your report and photos again, it’s clear that the issue is with the bungee cords and not the mat, and we understand how frustrating it must be to repeat yourself when your daughter is left without a usable product. That’s on us, and we’re addressing it immediately. Our team is now actively investigating this incident to assess any potential quality control issues with the bungee cord design. We want to ensure this doesn’t happen to you or any other customer again. In the meantime, we will prioritize sending the correct replacement parts and follow up directly to confirm shipping details and next steps. Your feedback is incredibly valuable, and we truly appreciate you raising this concern, not just for your own experience, but for the safety of our wider community. We’ll be in touch shortly to make this right. Best regards, Leaps and Rebounds Team