“The service and delivvery was spot on. The starter fertiliser seemed to do it its job after some heavy rain. Sadly the same cannot be said of the seeds, I followed the instructions, scarified the lawn to get rid of the dead grass, actually filled three black sacks. The ground was then watered and raked and finally the seed was sewn,it was watered both manually and naturally and two weeks later there is not a sign of any germination. I have sewn more seed and still nothing! I may as well gone to the local garden centre and bought their stale seeds. Very disqappointed indeed!”
Hello,
Thank you for your feedback. We're sorry to hear the seeds didn’t germinate despite following the instructions. We will now be in touch via email, to discuss further.
Hello,
Thank you for your feedback.
We’d like to understand more about the issues you experienced 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
Thank you for your feedback. We’re sorry to hear the product didn’t meet your expectations.
We’d like to understand more about the issue and how we can resolve it. We’ve emailed you to gather more information and would appreciate a reply at your convenience.
Kind regards,
Ann
“Te seed mixture I bought last year is very disappointing. It contains about 25% of a seed which looks like a weed- possibly scutchgrass - which grows much faster than the background grass seed. It completely spoils the new lawn I planted.”
Thank you for your feedback. We’re sorry to hear that you have been disappointed with the results of your lawn.
We take the quality and composition of our seed mixtures very seriously, and we can confirm that scutch grass is not a component of our seed mixes. We would be keen to look into this further, as identifying an unknown grass or plant from appearance alone can sometimes be difficult.
When disturbing the soil, this can sometimes encourage weed seeds that are already present in the ground to germinate, particularly when areas are opened up during lawn renovation or preparation. This appears to be what the cause may have been, this is quite common when seeding.
Thank you for your feedback. We're sorry to hear that the fertiliser didn’t give you the results you were hoping for. We’ve reached out to you via email to understand what happened and to work with you to get the desired results on your lawn.
“It’s the first time I’ve used the company they are very good on delivery and follow up emails but maybe it was me that just bought the wrong product and not done my research”
Thank you for your feedback. We’re glad to hear that you were happy with our delivery service and communication.
Choosing the right product can sometimes be difficult. If you’re ever unsure which product is best suited to your lawn, please feel free to contact us before ordering. Our team is always happy to offer advice and help you choose the most suitable option for your needs. Our email address is customersupport@lawnsmith.co.uk
“My last order was incomplete. The fertiliser was not included in the delivery and I had to contact you inform you of your omission. Just as well because otherwise I would still be waiting for delivery.”
Thank you for your feedback. We understand how frustrating it must have been to discover the fertiliser was missing and then have to contact us to arrange for the issue to be resolved. This is not the standard of service we aim to provide.
We appreciate you bringing the matter to our attention, and we're sorry for the disappointment caused.
“Haven't used the product yet, however the delivery was very poor. Although I was home no attempt was made to advise me that it was being delivered and was left outside in the rain in a disintegrating cardboard box; fortunately the product itself was in a plastic sack so was not damaged. Lawnsmith need to review the delivery procedure with their chosen courier.”
Thank you for sharing your feedback. We’re sorry to hear about the delivery experience you had, this is not the standard we expect from our courier, and we appreciate you bringing this to our attention.
We’re glad to hear the product itself wasn’t damaged, but we can understand your frustration that this had been left exposed to weather. We will raise this with the courier to avoid issues like this happening going forward. I have reached out to you via email to discuss this further. If you have a moment free, please can you respond to this?
Hi Alistair,
Thank you for taking the time to provide feedback.
We’re sorry to hear the packaging arrived damaged. We’ll review our packaging with the relevant team to prevent this in the future.
Kind regards,
Team Lawnsmith
“See previous comment about split packaging, spillage and loss of product. The second time it has happened to me. It’s frustrating, adds hassle and cost and gives me a poor experience of what ought to be an excellent website and service”
“The packaging for my order was poor: Unfortunately, the box containing my order arrived opened at the top and the plastic bag containing the Extra-Long fertiliser had split open, relasing about a quarter of the contents had spilled into the box. Fortunately, very few fertiliser pellets had escaped from the box (despite it having holes at the bottom and it being poorly held together). I managed to get most of them back into the bag. I don't know if this problem was due to rough handling of the package by the courier, but I'd recommend that Lawnsmith review their packaging for items such as this. Other than this, the item arrived quickly.”
Hi Dean,
I am sorry to hear your Fertiliser had been damaged upon arrival, causing the fertiliser to become loose in the box. I have sent you an email to obtain some more information on this. May I kindly ask if you can reply as soon as you have a moment?
I look forward to hearing from you.
Hi Bruce,
I am sorry to hear you find it difficult to order on our website, we understand that this can be frustrating at times.
Should you ever feel you are facing issues placing your order, please email or call us, and we can certainly assist you through the process, so that you can order what's needed, without the hassle 😊
We appreciate your feedback on this.
“Disappointed with results. Very patchy, a lot of seeds have simply not germinated despite good soil (new loam) and being kept damp, and average soil temps around 13-14 degrees over a 3-4 wk period.
Very disappointed given effort that went into prepping existing lawn for overseeding and getting coverage on patchy bare areas.”
Hi,
Thank you for your feedback, and we’re sorry to hear you’re disappointed with the results. I have sent you an email requesting more information so we can look into this in more detail. Please, may I kindly ask if you can reply to this when you have a moment?
I look forward to hearing from you.
“I ordered said fertiliser for a job all other deliveries have been find the last one I received the fertiliser was leaking out the box on opening the box the plastic bag was burst and leaking into box,
I did get in touch with the company and wanted me to do this do that I don't have time to do what they wanted if they can't trust me regarding my email as it's not the first time I have ordered from them it now makes me wonder if I want to order from them again.”
Hi George,
I am sorry you are upset about the damaged fertiliser. We do ask for images of the damaged item as part of our standard process. As a company, we have to follow certain procedures to record and resolve cases like this correctly with our couriers and suppliers. Once we have a photo, we can then offer you a resolution.
“Second delivery didn't arrive, fedex absolute waste of time, managed to accept the first delivery from a young chap who i noticed wondering up and down my next door neighbours driveway 1 hour outside the 9 till 1.45 delivery slot (Sat nav says this is the address) he said, it's not I replied, but Sat nav says it is he said!!! Pleased with contents of first delivery, second apparently is on its way back to you. Please advise me how we proceed. Thank you.”
“Conflicting information given as to sowing times which stated April but then upon inquiry stated for best results, sow in May onwards. We have been told the seed sowed to the specifications given may not germinate till summer so now have a wet patch of soil waiting to germinate. If the seed is germinated by heat alone, then this is going to be difficult as the temperatures suggested should be 15 degrees consistently which even for a UK summer is a stretch. This was expensive seed and so the information (no such sowing details on the bag) was contradictory. The company then suggested we re-seed in summer. Not impressed.”
Thank you for your feedback, and we're sorry to hear that your experience hasn't met expectations.
Shaded lawn seed mixes can behave differently to standard mixes, as they rely more on consistent ground temperatures for germination and can take a little longer to establish.
We appreciate your comments, and we’ve also reached out to you via email to see if there’s anything more we can do to help, or please don’t hesitate to get in touch with us at customersupport@lawnsmith.co.uk if we can assist further.
