“I was initially impressed by the website information so bought the Cresco CR5 spreader and Lawnsmith fertiliser which arrived promptly. I had to contact your customer service for three reasons:
1. a mysterious part dropped out of the spreader when unpacking
2. the instructions on how to use the spreader application lever were not included on the instruction leaflet and the video on the Cresco website appeared to be misleading.
3. The Cresco leaflet advised contacting the fertiliser supplier ie Lawnsmith for the correct application rate setting.
Customer service did not know what the loose part was, how to use the spreader or the application setting number. However you did contact Cresco who advised the mysterious part was not part of the spreader and you replied with correct usage instructions which was helpful thank you, but neither they nor you could advise the setting for their fertiliser; you said "It requires a little bit of testing and calculation on the user side. The vast variations and blends in fertilisers make it impossible to test them all. "
When I pushed you further Kirsten in customer service replied as follows: "If multiple fertilisers have the same recommended application rate, then it does seem reasonable to expect at least a ballpark spreader setting to be provided. I completely understand your frustration, especially since both the spreader and fertiliser were purchased from us. While the instruction manual does advise contacting the fertiliser provider for exact settings, we acknowledge that clearer guidance should ideally be provided at the point of sale. We’re currently working to improve the information we offer for product compatibility and settings."
I have subsequently found the setting information on your website here: https://www.lawnsmith.co.uk/mst_attachment/attachment/click/attachment_id/34/ so disappointing that you did not know of it's existence at the time. I know you are probably very busy at this time of year but I would hope you could allocate some time to researching your website so you are better able to support customers.
However, I am less trusting of your website information now as your May 2025 diary begins "Although April was somewhat wetter and, in some areas, colder than usual, we are now moving into May, and the lawn care forecast looks favourable.". As far as I know April has been one of the driest ever and May continues to be so. I suspect you may have copied a previous diary and not changed or checked this text carefully.
In summary I would say you provide a good service and good that you acknowledge your areas of weakness; now with a bit more diligence in future I hope you can be better.”
“I loved your products and am about to order more wildflower seeds. However, I wanted to understand exactly what to do when sowing them eg. should I cover them with topsoil, how thinly/thickly should they be spread/ how much water do they require.
None of this information was given on your website in the wildflower section yet the lawn section is well explained. Fortunately, I was given advice by a friend who told me exactly what to do.
Hope this helps.”
