Thank you for your feedback, and we're very sorry to hear about the issue with the packaging that caused the fertiliser to spill.
We’ve reached out to you via email to resolve this matter. Please check your inbox, and let us know if there's anything further we can do to help.
“I bought this fertilizer about 10 days ago. When it arrived, the bag was already torn, and most of the product had spilled inside the box. When I tried to lift it out, it split again, spilling granules onto my lawn and causing some damage. I’ve requested a partial refund because of the poor packaging quality. For this price, I expected a much better seal.”
Hi Viktorija,
Thank you for taking the time to share your feedback. We’re sorry to hear that your bag of fertiliser arrived damaged and that this caused inconvenience and some lawn damage. This is certainly not the standard we aim to deliver. Had we been made aware of the issue sooner, we would have taken immediate steps to resolve it for you.
We can confirm that we’ve also reached out to you directly by email regarding your order. We appreciate you bringing this to our attention and for giving us the opportunity to put things right.
When you have a moment free, could I kindly ask that you respond to my email, so we can resolve this for you 😊
“I emailed Lawnsmith the same day of delivery to complain that the bag of fertiliser had burst both ends in the cardboard box spilling some of the contents onto my front doorstep. I then had to try and tip the fertiliser pellets out of the box into a carrier bag spilling further of its contents onto the floor. I suggested that in future it will be best to double bag it. I also asked them if this fertiliser had to be stored in an airtight container. The only reply I've have them is to ask for a photo of the packing label and burst bag. I did this but have yet to receive any reply.”
Hi Stephen,
We’re sorry to hear about the condition your order arrived in and the inconvenience it had caused you. It sounds like your original email may have gone unread after you sent the photos, and we sincerely apologise for the delay in getting back to you.
I’ve now replied directly to your email and look forward to your response so that we can resolve this matter quickly for you. Thank you for bringing this to our attention.
I am sorry to hear you have had poor results. I have sent you an email to gather more information from you regarding this and hopefully we can resolve this issue 😊👍
“Due to the lack of rain I only applied it at the weekend. I did think there was little explanation of what "Natur" meant. Worked well in my spreader and delivery was good.”
Thank you for your feedback. I am sorry there was not a great explanation of the term "Natur" . This is the German word for "nature," used to describe the natural and environmentally friendly ingredients.⭐😊
“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.”
“Very disappointed that you had to be in to sign for the goods, only options were to deliver another day or pick up from depot. I live on a quiet road where it is safe to leave goods by the door, so I would like to have that option in the future.”
“I bought three 20kg bags of fertiliser which were posted in three cardboard boxes. By the time they arrived at my door all three boxes were totally destroyed, just leaving the unaddressed sacks. This packaging is not fit for purpose.”
Hi James
We are sorry for the condition in which your order arrived. We understand how important it is for products to be delivered safely, especially heavy items like fertiliser. We will take this feedback onboard and certainly look into improving our packaging to ensure this doesn’t happen again.
