“An absolute pile of pants. I put 3 kg down and then 2 week later another 2kg. Now 3 weeks later, nothing has grown. I do not recommend. Just buy cheap lawn seed from amazon instead of do this expense waste of money.”
Hello,
Thank you for your feedback.
We’d like to understand more about the issue and how we can help. We’ve emailed you to gather additional details and would appreciate a reply at your convenience so we can investigate further.
Kind regards,
Ann
Hello,
Thank you for your feedback. We’re sorry to hear you feel misled.
We’ve emailed you to gather more details so we can address this promptly. Please could you reply at your earliest convenience, we would really appreciate it.
Kind regards,
Ria
Thank you for your feedback. We have emailed you to gather more information on this. Please, could I kindly ask that you reply to this as soon as you have a moment?
I look forward to hearing from you.
Hi Mark
Thank you for your feedback, and we’re very sorry to hear that your order arrived in this condition.
All of our items are carefully packed to ensure they reach our customers safely, however, we do recognise that, on occasion, damage can unfortunately occur during transit.
I understand a member of our team has since been in touch and was able to resolve this with you directly via email. That said, we really appreciate you taking the time to highlight this, and we will certainly take your feedback on board as we continue to review and improve our packaging.
We appreciate you taking the time to leave us your feedback, and we are sorry that you had not had a great experience this time. The difference you noticed is due to a recent texture change in our ferrous sulphate, which does not affect its performance or effectiveness, though we understand this can be disappointing when it differs from what you’re used to. We appreciate your understanding and hope to provide a better experience next time.
Thank you for letting us know, and we're very sorry your fertiliser arrived in a split bag. I have sent you an email for more information on this. Please may I ask that you respond as soon as you have a moment?
I look forward to hearing from you.
“product ok but carrier you used left package 100 m from house just off the highway.
will not use you again unless i hear from you that you will use a reliable carrier”
Thank you for your feedback. We’re sorry to hear about the delivery experience, that is certainly not the standard we aim for. We have recently made changes to ensure that the courier delivers to the recipient directly, to avoid these things from happening going forward. We appreciate you bringing this to our attention, and we hope you will consider shopping with us again.
I would like to reassure you that the product you received is not faulty. We’ve recently upgraded to a new supplier, and while the texture may appear slightly different from what you’re used to, the product itself remains unchanged in terms of quality and effectiveness. Each batch is thoroughly tested, and we’ve found that it performs just as reliably. Typically, after a few minutes of stirring in lukewarm water, the product fully dissolves as expected.
We understand that consistency is important, and we appreciate you taking the time to share your feedback.
“Would not order from this company again.
Delivery courier, FedEx, misdelivered and then I was forced to wait until Lawnsmith sorted the problem with FedEx instead of just resending a replacement.
Took almost two weeks to resolve and the subsequent reordered delivery arrived damaged with the contents loose in a cardboard box and leaking.
No idea how good the fertilizer is but the customer experience is appalling!”
Hi D,
I am sorry to hear you are unhappy with the customer experience you've had, and I can understand the frustration when order issues arise. Unfortunately, when a parcel is misdelivered by the courier, we have to follow their process to locate or confirm the loss before a replacement can be issued, but we did our best to resolve the issue as quickly as possible in line with our courier. I’ve also emailed you directly so we can look into the issue of the damaged item you have received and make sure everything is sorted properly for you. Please, could I ask that you reply to that message when you get a moment? We would really appreciate it.
Lawnsmith.
“Disappointed, when ordering extra long Fert for clay soils no where on info did it state that is was for spreading in spring! I assumed it was for Autumn. When I rang Lawnsmith they said yes it was not included in information and has now been changed. Now I’ve got product that I didn’t want and can’t use. Barry Wyles”
Hi,
I’m sorry to hear about the misunderstanding regarding the Extra Long Fertiliser for clay soils.
The information about when to apply this fertiliser is included in several places on the product page, specifically in the Key Features, Specification, and Description sections. Each of these notes that this product is designed for spring application.
Please rest assured that the fertiliser will store safely through winter, and you can use this in Spring with no loss of quality. Our fertiliser has a shelf life of four years.
I do apologise that you felt the application time had not been made very clear, and we appreciate you sharing your feedback with us.
“The item had burst open during transit and I refused to accept it and requested a refund but I have not recieved a replacement or refund as yet and trying to get in touch with lawnsmith is difficult , I am appalled at the condition of the item and the difficulty trying to get a refund or replacement!”
Hi Ms Alexander,
I'm so sorry to hear about the condition in which your item arrived and the trouble you've had trying to get in touch, this is absolutely not the experience we want for our customers.
I understand your frustration, and I sincerely apologise for the inconvenience caused. I have sent you an email requesting more information so we can resolve this. If I could kindly ask that you can respond when you have some time, this would be great.😊
“I purchased firstly fertiliser as I wanted to keep my lawn looking as good as it was. It was the best I have ever seen it.
However after applying the fertiliser in the rain and watering as recommended my lawn turned brown within a few days and looks completely dead in large patches.
I have purchased a scarifier and 5 kg of lawn seed to try and get some sort of lawn back.
I wish I hadn’t applied it as the lawn was brilliant before.”
Hi there,
Thank you for sharing your experience with us, and I'm sorry to hear that the product hasn't delivered the results you were hoping for despite following the instructions.
If you'd like, we would love to assist you further to identify any underlying issues or additional steps that might help achieve the best results for your lawn. Please feel free to reach out to us directly at customersupport@lawnsmith.co.uk.
Laura
Lawnsmith
Hi Daniel
Thank you for taking the time to share your feedback, however we're really sorry to hear that the product didn’t meet your expectations.
Depending on the current condition of a lawn, results can vary. This product is designed to support and maintain healthy lawns, so if your grass was already in good condition, the improvements may be more subtle. In some cases, additional steps may be needed to achieve the best results, especially if the lawn has underlying issues.
We appreciate your feedback and hope this helps clarify things a little.
