“WARNING! I had a terrible experience with this company. The grass was due to be delivered by a company called XDP express, they want you to do an online signature before you receive your delivery. I had a rude phone call from a delivery driver saying they had left my parcel with a neighbour a few doors away from me, the address given did not exist. I tried to call the mobile number back but was blocked. This is a scam. This company took my money but never answered my messages.”
“WORST CUSTOMER SERVICE EVER WITNESSED
Ordered Grass on the 22nd July (almost 3 weeks ago) and paid for expedited delivery. Received a text message on the 25th saying my order will be delivered tomorrow between 14:30 and 17:30pm, waited in on the 26th no grass delivered and no communication from Grass247. Called them at 17:45pm to ask for an update on my delivery only to be told that there was a van breakdown and I was not informed of this because they hadn't sent me an email or made any attempt to call me. Awful responses from the customer service agent.
Was told it would need to be rescheduled and the earliest date was 30th. I said I would need to re arrange the builders to come at a later date and I would call back in a few minutes to confirm. Called back 5 minutes later and was then told it can't be delivered on the 30th but would need to be the 31st. Complained about the lack of communication and processes but was assured the goods would be delivered on the 31st and would be notified of any issues.
Received a text message on the 30th to confirm delivery on the 31st between 11:30 and 14:30pm. Waited in again, no grass delivered and no communication about any delays. Called Grass247 only to be told the goods weren't loaded onto the truck. Complained again at the lack of communication and asked to speak to management and was refused, asked for my goods to be delivered next day or refund me my money today to go elsewhere. Was told that none of those requests can be actioned. Finally spoke to a member of their management team, a team leader called Chris who agreed the service was poor and after speaking with him and voicing my frustrations with the company he said he would personally see this order through and ensure it would be delivered on Monday the 5th August. Chris emailed me back and confirmed that he had went over the situation with the warehouse management team and transport teams to prioritise and oversee my item being loaded onto the vehicle and dispatched. I was told I would receive a refund of £60 due to the poor service but I also stated I have no confidence that my order will be delivered on Monday. Brought to his attention that on several review platforms more that 10% of the total (over 1K) were negative and many complaints in the last 8 week period were surrounding similar delivery and customer service experiences to mine and its clear you are not trying to rectify the issues you clearly have. Chris responded by saying that is only a snapshot of the deliveries they make and they make several thousand per month apparently and these reviews don't paint a true picture of the service they offer.
Received a text message on Friday 2nd August to confirm my delivery timeslot on Monday the 5th August between 14:22 and 17:22 and again no grass delivered, this time received an email at 09:30am stating that the driver was sick and my order would not be delivered. Called Chris back and got the same waffle about how sorry they were about this and they will "try" and get it delivered tomorrow (as no delivery is guaranteed according to Chris) but last week when I complained they couldn't get any delivery delivered next day, so again more lies. Again reiterated how bad this service was, 3 different excuses for delivery failures all pointed to their lack of processes. Was told the goods were at a location in Scotland and I asked cant you get someone to get them to me and they replied no, we have no drivers or a process in place for failed deliveries. Asked to cancel my order, Chris responded by saying he is sorry I have decided to end it this way. I said I have no confidence in your company and have been let down on 3 occasions and now need to wait 5 days for a refund. So customer is out of pocket, ignored for the time spent trying to bring this to a resolution and no grass has ever been delivered in a 3 week period. I confirmed to him I would be addressing this issue publicly on all platforms and also wrote an email to the company director Richard Wilson to make him aware of his teams clear failure to do the basics in online distribution.
Do yourself a favour and go elsewhere, any online company saying that 10% negative reviews of the same issues are not a real company and nor should they be trusted with your money. COMPLETE WASTE OF 3 WEEKS. AVOID THIS COMPANY. YOU WILL ONLY BE DISAPPOINTED. NO CUSTOMER SERVICE WHATSOEVER.
UPDATE!! After submitting this review and also posting this on their social platforms their response was to block me and hide my posts from the public view. COMPLETE FRAUD OF A COMPANY”
“WORST CUSTOMER SERVICE EVER WITNESSED
Ordered Grass on the 22nd July (almost 3 weeks ago) and paid for expedited delivery. Received a text message on the 25th saying my order will be delivered tomorrow between 14:30 and 17:30pm, waited in on the 26th no grass delivered and no communication from Grass247. Called them at 17:45pm to ask for an update on my delivery only to be told that there was a van breakdown and I was not informed of this because they hadn't sent me an email or made any attempt to call me. Awful responses from the customer service agent.
Was told it would need to be rescheduled and the earliest date was 30th. I said I would need to re arrange the builders to come at a later date and I would call back in a few minutes to confirm. Called back 5 minutes later and was then told it can't be delivered on the 30th but would need to be the 31st. Complained about the lack of communication and processes but was assured the goods would be delivered on the 31st and would be notified of any issues.
Received a text message on the 30th to confirm delivery on the 31st between 11:30 and 14:30pm. Waited in again, no grass delivered and no communication about any delays. Called Grass247 only to be told the goods weren't loaded onto the truck. Complained again at the lack of communication and asked to speak to management and was refused, asked for my goods to be delivered next day or refund me my money today to go elsewhere. Was told that none of those requests can be actioned. Finally spoke to a member of their management team, a team leader called Chris who agreed the service was poor and after speaking with him and voicing my frustrations with the company he said he would personally see this order through and ensure it would be delivered on Monday the 5th August. Chris emailed me back and confirmed that he had went over the situation with the warehouse management team and transport teams to prioritise and oversee my item being loaded onto the vehicle and dispatched. I was told I would receive a refund of £60 due to the poor service but I also stated I have no confidence that my order will be delivered on Monday. Brought to his attention that on several review platforms more that 10% of the total (over 1K) were negative and many complaints in the last 8 week period were surrounding similar delivery and customer service experiences to mine and its clear you are not trying to rectify the issues you clearly have. Chris responded by saying that is only a snapshot of the deliveries they make and they make several thousand per month apparently and these reviews don't paint a true picture of the service they offer.
Received a text message on Friday 2nd August to confirm my delivery timeslot on Monday the 5th August between 14:22 and 17:22 and again no grass delivered, this time received an email at 09:30am stating that the driver was sick and my order would not be delivered. Called Chris back and got the same waffle about how sorry they were about this and they will "try" and get it delivered tomorrow (as no delivery is guaranteed according to Chris) but last week when I complained they couldn't get any delivery delivered next day, so again more lies. Again reiterated how bad this service was, 3 different excuses for delivery failures all pointed to their lack of processes. Was told the goods were at a location in Scotland and I asked cant you get someone to get them to me and they replied no, we have no drivers or a process in place for failed deliveries. Asked to cancel my order, Chris responded by saying he is sorry I have decided to end it this way. I said I have no confidence in your company and have been let down on 3 occasions and now need to wait 5 days for a refund. So customer is out of pocket, ignored for the time spent trying to bring this to a resolution and no grass has ever been delivered in a 3 week period. I confirmed to him I would be addressing this issue publicly on all platforms and also wrote an email to the company director Richard Wilson to make him aware of his teams clear failure to do the basics in online distribution.
Do yourself a favour and go elsewhere, any online company saying that 10% negative reviews of the same issues are not a real company and nor should they be trusted with your money. COMPLETE WASTE OF 3 WEEKS. AVOID THIS COMPANY. YOU WILL ONLY BE DISAPPOINTED. NO CUSTOMER SERVICE WHATSOEVER.”
“Terrible company.
Lies lies and more lies regarding their failure to deliver. We have wasted hours on this job because Grass247/Tuffnels/ Generation Flooring (or whatever name they are using this week) seemingly don't want to deliver and then lie when you contact them”
“Says speedy delivery.
10 days later I am waiting for my order.
Got an email saying delivery would be made between 07.53 and 10.53 .....nothing turned up.
Then they lied about sending me an email saying they had a warehouse problem.
AVOID”
“Customer service speaks volumes about a company,and yours is the worst I have dealt with ever!! After receiving your artificial grass,which has gone patchy after laying by a professional landscaper,excuse after excuse has been made not to put this right,from saying the grass needs to reach a certain temp to change back!!! And to power brush the grass,all these things we have done and still you make excuses not to reimburse an obviously faulty product!!what does it actually take for you as a company to listen!! You've had plenty of pictures and even videos of the said problem to make this right!! When will you listen to your customers,shocking service,and would like to warn anyone purchasing off this company the pitfalls of the service you receive,I work for the emergency services and this was hard earned money to afford this fitting,it's supposed to be guaranteed for years it's been down since October!!no more excuses and get this sorted asap!....”
“Avoid this company at all costs. They provided the worst customer service I have ever experienced.
Grass was of poor quality and cut short. After finally returning the grass I'm still waiting for the full refund and grass 24/7 aren't responding to my requests for the remaining refund. Use other online grass suppliers, there are plenty online including Tuda Grass who superb for me from start to finish”
“Thankyou for our delivery it is perfect. The delivery man Scott was so helpfull and took our grass around the back I am disabled and he was a great help”
“PAY A LITTLE MORE AND GO TO A BETTER COMPANY. GRASS247 ARE FULL OF LIES AND EXCUSES THEY CAN NOT GET A DELIVERY TIME RIGHT OR A DELIVERY AND THE BEST THING IS THEY ARE FULL OF LIES AND EXCUSES WHY!!! THEY HAVE YOUR MONEY AND DONT CARE!!! AVOID AND GO SOMEWHERE MORE PROFESSIONAL.”
“I ordered artificial grass to cover the area of 5m x 7m, because they only do sizes 4m or 2m. To cover the area and minimize waste I ordered
4m x 5m
4m x 3m
2m x 3m
But when it was laid the grass where different colours, when I emailed to complain they replied "we cannot guarantee same colour as it was cut out from different roll"
(I ordered same product same time)
Utter nonsense I can't believe they don't have a coding system in place?”
“Have used this firm twice now. Delivery good but you have to help as grass heavy and only one delivery man to unload. No pegs delivered with order. He said would see to it but not heard anything. We should have refused whole order till it was all there but pegs very cheap we bought them locally to save time.
Advise you check order on delivery!”
“I have NOT had the item delivered yet so cant comment on quality. Delivery arranged and had my fitters on site when the company had advised it will be for today 3days prior. No sign of anyone, called the company, the person on customer service was not at all interested. Said it was not dispatched due to weight issues and can organise for next week. I asked can this be guranteed said nothing can be guranteed. Not sure what to expect or if i will recieve the items. I am not £150 out of pocket due to fitters being on site.”
“I purchased 36sq/m of artificial grass from this company less than 12 months ago at a cost of just under £600. The grass has been fitted and where I have french doors it has singed. I looked at the terms and conditions and nowhere does it mention that the grass could be at risk due to the reflection from the glass. Now £600 pound is a lot of money so when I called grass 247 they reject any blame even when I pointed out that we have had severe heat before and nothing happened to the grass. They were saying that I should have looked on Google which when purchasing a product you rely on there product description. They were extremely unhelpful and when I said that I will put it into the small claims court it did not bother them.PLEASE,PLEASE, choose another company who would care about customer satisfaction.”
“Awful customer service when complained about my delivery. My grass weighed around 80kg, the delivery man couldn't lift it out of the van so told me to help him or he couldn't drop off my grass. I'm not strong and only 5ft and had a c-section a year a go so shouldn't really lift heavy items. He insisted I help. I helped and fell, hurting my back, and this was only to take it out of the van to the from of my house. I complained and was told someone should be there to help. I'm sure health and safety, you can't expect someone to carry heavy items. The phoned and complained the adviser dismissed my complaint. I then complained to the manager who made lots of excuses to avoid my complaint. They are happy to take your money but not deal with you after. Avoid this company!”
“We have waited 3 weeks for delivery. All their fault: admin error, not enough in stock, etc. Still not arrived. No communication. Not able to use phone lines. Fuming!”
