“I wish we had read the reviews first! Same issue with delivery, didn't deliver on the scheduled day, no communication as to why not. Even when calling them, they could not provide a reason. From an original delivery date of Thursday, they 'prioritised' the delivery to the following Tuesday only. Why can't the prioritise customers they fail for next day delivery? Apparently they can't do a quick turnaround of the order and if we are not happy, go elsewhere. Do not recommend (I doubt they read these reviews as not a lot has changed)”
“I placed an order in the beginning of may was given a delivery date then contacted me so say there was a delay not in stock I was then given another date waited in all day no one turned up when I contacted them there was no explanation why they didn’t deliver then give me another date they never turned up again they said it was out of stock so why did the give me two dates knowing it wasn’t in stock I’ve lost two days from work no apology I then had to chase them for a refund I was passed from pillar to post no apology also they have another’ website posing as a different firm do not use these they will take your money and not delivery”
“BEWARE! SCAMMERS!
Took delivery of a grass order recently. We paid for professional fitters to fit and when they rolled out the grass it had a dark line/damage right through the middle, which was confirmed by Grass Direct as a manufacturing fault. Having asked for this to be replaced ASAP, we were informed the product was not available and they were unable to give a timeframe when it would be next available.
As a result, a refund was requested…..Grass Direct “customer service” team confidently informed me that they would only refund 50% of the value!!!! Also, the expectation that the customer should pay a collection fee.
Not entirely sure how their problem of manufacturing and sending a faulty product has turned into costing me 50% of my order? Not sure their advertised 3 year warranty means anything either! We haven’t even fitted the grass and they are refusing to have it back…..DUE TO A FAULT!
So if you are looking for a company who are happy to supply grass with damage (during the manufacturing process) and refuse to abide by the law, this is definitely the place to go!
STAY WELL CLEAR! Never experienced a company and supposed customer service department like it.”
“Do not buy fake grass if you have any glass or mirrored/shiny objects in your garden
The sun will reflect and burn and you are not covered !!!!!!
The branch staff selling you the product have no idea this will happen as they are not trained to tell you about this or even how far away objects should be
They will not replace your grass
Do not waste your money !!!!”
“Cancelled delivery and said it would be another week before they could try again, sisd could not do it sooner as next delivery lorry was full and couldn't fit it on, shouldn't older orders be prioritised before newer ones!”
“This company only offers curb side delivery, so I paid £40 for the delivery for the grass to be dumped in my front garden. After dragging the grass upstairs and spending hours preparing the area it was clear that they'd sent me two completely separate pieces of grass. One was very dark and cheap looking. There is no phone number to call the customer service team so I had to speak to someone via chat, which was frustrating. I have had to drag the now unrolled huge piece of grass through my house and have to wait over a week to get something that I didn't order collected and will have to wait even longer for the refund. Terrible product, terrible customer service. Avoid!”
“We bought grass less than 2 years ago, it was professionally installed by a landscape gardener.
The grass is still under warranty and i contacted them as its started to turn balck in places. Their initial response it was due to our dog 'bleaching' it. Our dog doesnt uae the area thats turned black, and not sure how bleaching turns it black. Their second response was that it was an environmental or installation issue and offer a 15% discount for new grass. Not aure how they can tell this from photos as they havent even bothered to inspect it. Absolute waste of time.
I did leave a review on their websire but they chose not to publish it!”
“SHOCKING SERVICE !!!!!!
I ordered my grass via grass direct. Sent them the sizes I needed to finish my garden off. On installation we found the grass cut to short and didn’t fit my garden!! The measurements were 2m x 11.5m and 4m x 11.5m
Both 2 and 4m were cut at 11.3!! Iv tried calling and emailing the customer care team and the customer service has been really poor !! Either they are thick or just don’t understand what they are selling.
I can make the 4m length work it’s not great but i can make it work. The 2m length does not work at all!! I have explained this to them on the phone and email and said I would like the 2m length replaced.
Firstly they said they can’t replace it I can buy a new bit at a reduced rate .. and then they said they can replace it if it’s not be rolled out or cut. You have to roll it out to check it!!
I have told them I want it replacing FREE of charge and them to pay the bill of the guys to take it up and install the new correct size!
Or send the new bit and I’ll let the guys have the incorrect bit as payment for installing the new bit.
They now just continue to argue with me over the phone and email. FACT is I spent a lot money on this grass I expect it to be the size I ordered!!! Shocking service !!”
“Refund
Placed an order for grass didn’t show up when it was supposed to , was told they lost a 4m wide roll of grass.
So cancelled order and sorted elsewhere as grass had to go down on that day. Told me that a refund would be processed . A couple of days later the grass turned up when I got home I was told they made a mistake and grass would be collected two days later but my refund would not be processed until the grass came back .
They then failed to collect on that day with no warnings. Again told that it would be collected again in 3 days .
Didn’t take it on next collection.
Still waiting over 3 weeks now they still have my money I still have a large roll of unwanted grass and every time I call them it costs 65p an min to listen wait in a que in the phone . After all they made a mistake and I am now short of the refund and the customer services don’t help just repeat that once the grass is back with them I will get a refund . I would understand if this was my mistake it it’s completely there fault
Choose wisely there are better company’s out there”
“Do not use this company!!! Probably the worst customer service I have ever come accros. One they have your order the sales staff simply wont deal with you. I ordered grass on 12th October and agreed a delivery date of 1st November. This was confirmed by e mail and noted on my order. When there was no delivery I was directed sales staff "who advised that the simply couldn't help" to use the web chat service. Then you wait to be connected. The person on web chat advised that my grass was now discontinued and asked me to pick something else. No explanation given for this. Then you are told that you cant speak to someone to re arrange delivery as they only provide a call back service. They hope to call you back within a day. At that point I asked them to e mail me. E mail came the following day asking for an additional £ 343 my orig orig order was for £938 . When you respond you get a bounce back e mail saying they hope to respond within one day. Sooo frustrating . Tried web chat but they just advise you to wait on a call back. After 3 days I got my call back and cancelled my order as the would not budge on the additional cost and would not offer any form of compensation for the time wasted. Luckily I paid by c card so I know I will get my refund. I then ordered with a different company and got a better quality product delivered within 24 hours and at a lower cost. I should have read the reviews before buying”
“Dreadful company. They promise 'fast delivery on a date of your choosing'. What rubbish. Wasted a week by ordering with them. They failed to deliver on either of the days they promised they would. Avoid at all costs. Totally unreliable company.”
“They are happy to take your money and 4 weeks you'll hear nothing from them and 5 days before delivery they go out of stock. They phone you 15:00 on Friday, know that the grass being delivered on Wednesday. On Saturday when you call no managers work that can help, shop can't help you either, everyone you speak to can't help coz not their department and the wise they can help but they can't. Then give you the run around with numbers so you don't het hold of anyone that can help. All day Monday wasted on the phone stressing about the money paid out on equipment hire , contracter that coming on Wednesday not sure if I'm gonna have grass to put down. If you want product and hassle free don't use Grass direct.”
“Grass is great, but the joining tape was very poor, really disappointed since they are very expensive in terms of the other tape available.
Purchased thinking will be a premium product but was not even basic standard. On complaint they only offered about 30% refund.”
