Easigrass Distribution Ltd Reviews

Name: Easigrass Distribution Ltd
Address: The Old Grass Depot Park AvenueLondonUB1 3AJ, London
Rating: 4.45

4.5 Rating 323 Reviews

85 %

of reviewers recommend Easigrass Distribution Ltd

Company Reviews

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Metrics

4.5

Based on 323 reviews


Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	96%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5

Visit Website

Phone:

0208 843 4180

Email:

reception@easigrass.com

Location:

The Old Grass Depot Park AvenueLondonUB1 3AJ
London
UB1 3AJ

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Easigrass Distribution Ltd 5 star review on 30th May 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Looks terrible. Stinks. Too hot in the sun. Floods when it rains. Can’t even recycle it”

Helpful Report

Posted 10 months ago

“Up date to my last post which it seems has "disappeared". I have posted it here below... Head office, the Managing Director and Sunny, the employer to whom I have been given to, are now ignoring my emails to let me know the result of the "report" on my grass....... I am guessing it may show that they are at fault..... I feel the next step is to seek legal advice for both myself and my neighbour. My original post. " Please read and consider before you buy this product as any concerns and complaints sent to HEAD OFFICE are not dealt with, you only get pushed around the system, fobbed off with excuses or accused of all sorts of things. Do not expect to get your purchase repaired or replaced as it can take at least a year to get anywhere even an acknowledgement of your email.. Our local franchise has been great, our complaint has nothing to do with their services, just the attitude of senior management etc at head office of Easigrass itself. We have had lines appear down where the edges meet, all approximately 2inches across and uniform in depth, spaced out 2 inches apart. Each line is dead straight and there are four lines in each section. The longer grass has disappeared leaving the shorter grass underneath. We contacted our local branch who came out to see what could have caused these. They are in three areas of our garden, in different climate settings, shady, sunny and under a tree. We do not have mirrors etc in the garden and the garden itself is surrounded by trees and a 6ft fence. He was unable to see what the problem could be and so videoed it and sent it to head office for advice. Our neighbour, a gentleman of 80 years old, who is partially sighted, had exactly the same problem, the only difference is his garden is in full sun and so we said we would also act on his behalf. The local company looked at his garden, and again noted it was the same problem. Both gardens had been covered with Easigrass a few months apart. Both areas were also covered by the same batch provided by Easigrass, we checked the batch number, my neighbours garden being fitted using the final length off our roll. Head office descended and proceeded to tell me (rather loudly) it was my fault, claiming I had burnt it with a bbq ( one of the 6ft set of lines is right next to my wood pile), the sun had reflected off my plastic washing line (neatly going round a corner) or I had carelessly moved a dribbling water feature onto the main walkway to allow the sun to reflect( again around a corner)...... Even a car mirror reflection had bounced off a wall and burnt it.... I was told all this so loudly and quite forcibly that my neighbour two doors down called out to see if I was alright. They informed me (The Managing Director who visited me that day) a week later by email, that was clearly a burn and therefore my fault but, because the "supposed item had been removed" they could not state how it had occured. However they would be happy to replace it all at my cost. I stated that I had been advised by his good self, that someone would monitor it and,if it was a chemical or manufacture fault, they would decide the next steps, including getting the grass checked by someone to see if it was a manufacturer fault. Well to cut a very long story regarding plenty of ignored emails,blunt short replies, change of spokesperson, I am left with three pieces of a different grass stapled over the top of the problem areas, leaving a wedge. I have been told to wait a year, take photos at three monthly intervals and send to them. Then, and only then, they will review the situation. NO one will come out to monitor it. NO MENTION HAS BEEN MADE OF MY ELDERLY NEIGHBOURS GARDEN ISSUE WHICH WAS PART OF THE ORIGINAL COMPLAINT AND HAS BEEN ASKED ABOUT WITHIN All MY EMAILS. The poor gentleman seems to have been ignored. Please, please go careful with this company, their complaints procedure means nothing as they obviously prefer you to just go away. I have tried to get someone to help both my elderly neighbour and myself, however we are just pushed to one side. The only way we get a reply to our email is to threaten to take this issue further. We have tried for 5 months to sort this out, and have reluctantly now decided to voice our frustration online as no one in that head office seems to be bothered. Lovely grass to look at and enjoy, just watch it if you wish to raise an issue with head office.......”

Helpful Report

Posted 1 year ago

“We were terribly disappointed with the service we received from Easigrass Surrey. We've had Easigrass at a previous property, and the installation was great, absolutely no problems. However, with Easigrass Surrey we were bitterly disappointed with the quality of installation. Furthermore, discussions after fitting quickly turned to demands for final payment, rather than offering solutions on how to improve the final fit of our easigrass. I strongly recommend avoiding Easigrass Surrey.”

Helpful Report

Posted 1 year ago

“One star is too good - Absolutely atrocious, from the beginning, too many issues to list - ignoring complaint letters, not solving problems the grass smells awful and has done from the week after installation, no guarantee certificate, months of emails and letters and no reply’s, no help from the company either local or head office.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for letting us know about this. Your feedback helps us do better. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. We will use this feedback to make us better and to ensure it does not happen again and we would like the opportunity to investigate your feedback further. Please could you contact me at ellie@easigrass.com Thank you so much! Ellie (Easigrass)

Posted 2 years ago

“bad after service client support, called several times for advice and emailed 3 times they didn't have the curtsey to email me back”

Helpful Report

Posted 2 years ago

Hey there, We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. Your happiness is our number one priority. We would like the opportunity to investigate your feedback further. Please could you contact me at millie@easigrass.com? We’ll work with you to resolve any issues as quickly as possible. Thank you so much! Millie (Easigrass)

Posted 2 years ago

“It took me 3 months to get a quote and then when the guy came out to measure up I had to chase him for the actual quote . Then the quotes turned out to be for 3 different customers and the guy said he had lost my measurements - first impressions really bad, avoid and go with companies more local to where you live that value customers”

Helpful Report

Posted 2 years ago

Hi there, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance, and we’ll do better in the future. Please feel free to reach out to millie@easigrass.com with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance. Millie (Easigrass)

Posted 2 years ago

“Very poor customer service. Took ages to reply to emails, messages, phone calls etc. Booked in a date to have grass installed, months in advance. However on the day was booked in they didn't turn up but when called to ask where they were they stated I had the date wrong and it was actually the next day it was booked in and I was wrong. Even though I had the date on a text message. So they were wrong not me. I was informed they would arrive at 10am, however on the day they did the grass they banged on my door so hard that I thought the door would break and constantly rang the bell at 7.30am to 'drop their stuff off. Never replied to email afterwards. The final job was good, not amazing but ok. But all communication before and after was appalling. Wouldn't recommend.”

Helpful Report

Posted 2 years ago

Hi there! Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. We’re sorry your experience didn’t match your expectations, this is an uncommon instance. We always aim to deliver a great experience, and we are gutted when we don’t meet expectations. We would like the opportunity to investigate your feedback further so that we can deliver a better experience next time. You may reach me anytime at millie@easigrass.com. We will use the feedback to make us better and to ensure this doesn’t happen again. Again, thank you for your feedback! Have a lovely day Millie (Easigrass)

Posted 2 years ago

“Probably one of the worst customer experiences. Have refused to send me samples because they havent been able to contact me by phone (typo in number). Accused me of deliberately providing a wrong number and therefore likely a wrong address. Ridiculous. Not very accommodating nor flexible with communicating via email - except to make accusations and rudely state they are not going to complete my order. I am dumbfounded at the lack of professionalism and basic communication skills. If you have challenges with accessibility this is not the company for you. This may be a high profile company selling quality pruducts, it certainly isnt run by quality staff”

Helpful Report

Posted 2 years ago

Hi there! Thank you for your review. I’m sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Thank you for posting a review and we’re sorry to hear that your experience was not up to standards. We would like the opportunity to talk and investigate your feedback further so that we can deliver a better experience next time. You may reach us anytime at millie@easigrass.com. Again, thank you for your feedback! I hope you have a lovely day ☺️ Millie (Easigrass)

Posted 2 years ago

“I called up for some Advice about artificial grass installation the guy on the phone was Extremely rude to me, he made me feel stupid for asking questions that I was unsure of, and told me to do my homework before I called up. 😣 I called up again to speak with the manager as I felt really disappointed with the way the guy spoke to me and manager sounded rude too, I explained I didn’t have any knowledge about garden stuff and called up for advice and that I didn’t feel satisfied with the way they handled customer service and she replied we have lots of satisfied customers thanks And put the phone down.”

Helpful Report

Posted 2 years ago

Hi there Ninii, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance. We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. Your happiness is our number one priority. We would like the opportunity to investigate your feedback further. You may reach me anytime at millie@easigrass.com. We work to resolve any issues as quickly as possible. Again, thank you for your feedback! I hope you have a lovely day Millie (Easigrass)

Posted 2 years ago

“Booked a survey...chap arrived as promised...then...nothing !! No quotation, no phone call, no email ..nothing ! After approx 4 weeks I contacted the Wetherby office and was told they were a bit behind..perhaps I would get it next week . In the meantime I have had a quote from another company..received after 3 days . Not exactly the kind of service I was expecting !”

Helpful Report

Posted 2 years ago

Hey there Richard! Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance, and we’ll do better in the future. Please feel free to reach out to millie@easigrass.com with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us another chance. I hope you have a great day Millie (Easigrass)

Posted 2 years ago

“Initial contact great and survey very efficient Unfortunately I have not received a quote seven days later I was promised a quote within two days I chased the surveyor but still no quote”

Helpful Report

Posted 2 years ago

Hey there Tim, thank you for your feedback! I’m so sorry. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark. We will use the feedback to make us better and to ensure this doesn’t happen again. I hope you're having a lovely day! Millie (Easigrass)

Posted 2 years ago

“Why does this company think it is acceptable to leave materials all over the road causing an obstruction”

Helpful Report

Posted 2 years ago

“I am disgusted with the lack of communication from easi grass, when I requested a quote back in March 8th James came 2 days later and measured up. After I chased and chased 2 weeks later I finally got my quote following a date work would start. The date arrived and no one showed I then text James to which took 3 texts and 2 phone calls I got a response 2 days later advising due to high demand my garden would be pushed back another 2 weeks, 2 weeks came and went and I rang another 6 times, tried to call the office left 4 messages no response a few days later James contacted advising it would be another 2 weeks rolling due to back log which I wasn’t impressed about for a number one company along with the prices they charge I expected higher quality communication! I was then promised my date the 26th April was set in stone and would not be rolled again to which no one showed I have called, text and phoned the office over 45 times and not one message has been passed on even after I have been promised serval times. James is no where to been seen or heard of and I’m left out of pocket and an upside down garden! I am really saddened by this as after all the good reviews and the fast turn around I expected this is service that has been given!”

Helpful Report

Posted 3 years ago

“Hi, really disappointed with the service received, it took 3 weeks for my message to be past on before anyone contacted me, then further 2 weeks before anyone came out to discuss my requirements. James then came out and took measurements, we discussed what I wanted and now am having to chase for the right quote as I keep getting sent the wrong one. I am a first time customer and tbh if I’m having this much trouble getting a correct quote of you then it doesn’t give me confidence you can do the job !! Total time taken to get a quote(which still isn’t right) so far has been 6 weeks. Expected better from a company this big especially from the prices you charge. Had 3 other companies come out within 2 days that have already given me their quotes so will now be using one of them.”

Helpful Report

Posted 3 years ago

“Mason, from easigrass was great, initially, once he had my deposit, gettinga response from him was next to impossible. I should have trusted my gut and pulled my business, but my wife liked the feel of their grass compared to the others. We were surprised when they turned up on the agreed date, as Mason had not responded to my requests for information. They laid the lawn in a day and when I got home I noticed there was a bulge on the 1 section of edging. I contacted Mason and he told me he would discuss thsi issue with his manager and the installer and come back to me. Fortunatly, I'm not holding my breath, otherwise I'd be dead, as 4 days on and as expected Mason has not come back to me. Avoid like the plague, let's be honest most of the companies offer very similar products and they all charge the same, so read reviews and go with a reliable company, who care about their customers. I really wish I'd gone with Lazylawn or Wonderlawn, as they couldn't have been as bad as Mason from Easigrass.”

Helpful Report

Posted 3 years ago

“Shoddy workmanship leading to additional costs down the line. I had Easigrass replaced on my roof terrace in the summer of 2020. We have since found out that the installer tried to take up the existing underlay, found it too difficult and then left it as it was, only with big chunks missing, and damaging the roof underneath. As the weather turned, it has become the source of a leak into the room below, damaging a wall. I flagged this issue to the company in December, had a few people come poke around promising to remedy it and then silence. Every time I call, the Managing Director is either out of the office or out to lunch and I cannot get anyone to respond to me. I would strongly suggest avoiding this company. We went with Easigrass despite is being one of the more expensive options because we thought it was a premium service and that the workmanship would be good. That is clearly not the case. So we are out several thousand pounds for the grass, and then to remedy the damage they caused from poor workmanship. AVOID.”

Helpful Report

Posted 3 years ago

“I would give this firm no stars if it was an option. I’ve had an ongoing complaint since September, been dealing with Angus who now doesn’t take calls or reply to emails. Full balance taken from my card without signed consent and damage caused to my wall whilst fitting the grass. This firm is all smiles and pleasantries and then they take your money and you’ve no chance. I feel utterly saddened by the way I’ve been treated.”

Helpful Report

Posted 3 years ago

“Sadly, the efficient first impression of this company was not borne out by its subsequent poor service. Contradictory information regarding pricing did not engender confidence. This is a company where the right hand does not know what the left is doing at all stages from pricing to installation to payment. Consequently, hours are wasted chasing up personnel who either do not read the original question or fail to respond to you entirely. I relied upon a text message and email informing me that Easigrass were going to be on site on a specific date only to be later informed that this was an accidental mis text! It appears I lost an installation slot due to staff incompetence. Nobody responded to my email/telephone message/repeated telephone calls with nobody picking up. I have had to chase this company for clarity and none was forthcoming. If I could give zero stars I would do.”

Helpful Report

Posted 3 years ago

“Still no follow up to any complaints that have been lodged. Wall damaged, grass not laid properly. Full money taken from card and lack of any after service.”

Helpful Report

Posted 3 years ago

Hi Claire, I'm so sorry no one has been in touch with you, I have sent you an email, hopefully we can resolve this as soon as possible

Posted 3 years ago

“The grass is fine - as expected for an expensive product. However the installation process and complete lack of care taken was deeply disappointing. We would not use easigrass again or recommend anybody else to do so. The team who came to do the work had clearly not been properly briefed. We had been told by the salesman that the work could be done without our furniture being brought into the house. However, this was not correct. The condescending lead installer insisted we call the salesman who made it clear he didn’t see it as his problem but eventually agreed to talk to the gardener, who he asked to be as helpful as possible. Instead, however, they simply moved everything into our kitchen blocking access to the fridge, sink, oven, hobs and all crockery, cutlery and cooking utensils. Despite being asked to move this, and agreeing they would, access was not restored until 5pm, following my wife’s repeated insistence. As a result we were unable to cook for our 18 month old daughter who ended up having a lunch consisting purely of toast. Fortunately we were able to order in for ourselves, though of course would have preferred not to have had to do so. We understand why the garden needed to be cleared and were surprised when (having been expressly asked) the salesman us that would not be necessary. However, having been assure the grass could be laid by moving things around the garden during the process we were unable to prepare and the resultant disruption and the gardeners attitude were extremely upsetting. Later in the day the poorly installed floor protection caused my 5 month pregnant wife to trip and fall. Finally on departing they simply piled everything (including leaving things that need to be protected from water uncovered) in the middle of the garden and left. The interior of the house needed an immediate clean as it had been left in a filthy state (despite knowing they would need to take sand through the house they had not brought a hoover or broom!). The lack of care and attention was extraordinary, and the attempt to justify it simply by reference to the gardener having previously worked at the Chelsea flower show (but seeming to tell us he had never worked on a terraced house!) was breathtaking in its arrogance and lack of consideration for customer service.”

Helpful Report

Posted 3 years ago

Hi, thank you so much for taking the time to write a review for us and we are delighted to hear you’re happy with the our product. Having spoken to the surveyor and the installers that attended your garden that day it appears there was some miscommunication regarding your garden furniture, however this not an excuse so for this we can only strongly apologise. We pride ourselves on our high level of service which is why I can assure you that going forward we will be carrying out a full internal investigation. We would like to thank you for bringing this to our attention and ensuring our rigorous internal training programmes will continue to be improved.

Posted 3 years ago

Easigrass Distribution Ltd is rated 4.5 based on 323 reviews