Grass Direct Opiniões 

Spoke with Shauna for info and she was amazing, gave first class advice on their products, and what would be best for our situation. Product ordered was delivered exactly when they said it would be, really well informed on the day of delivery, and the grass is perfect. Excellent service at every step.

Ordering to delivery was great. How the delivery guy moved that roll on his own....?! Superman would've struggled! Great quality and feels superb.

Very disappointing delivery experience

The artificial grass itself is good quality and I’m happy with the product, but unfortunately the delivery service was extremely disappointing.

First, the expected delivery date was changed. Then, when my order finally arrived, only 2 out of the 3 rolls were delivered. I spent several days trying to contact Grass Direct to find out what had happened to the missing roll, only to eventually be told that there had been a mistake and the third roll had not even been ordered/dispatched correctly.
I then had to wait several more weeks for the missing roll to arrive.

This caused significant disruption because I had already organised contractors to install the grass based on the original delivery schedule. The job could not be completed, I had to rearrange the installation, and I ended up paying additional costs for the contractors to return.

I understand that mistakes can happen, but the communication and the way the delivery problem was handled were very disappointing. For a company selling products that customers often need for scheduled projects and installations, reliable delivery is extremely important.

Good quality grass, but Grass Direct really needs to improve its delivery service, order management and communication with customers.

Would have preferred to leave 0 stars!

After 4 arranged delivery dates (62 days from ordering) i am still without grass! with a fully prepped 80m2 garden that currently looks like a giant cat litter box!
Do NOT buy from this company, they constantly mislead their customers - and are SUPER difficult to contact as they do NOT accept inbound calls.
Still waiting for someone to contact me to resolve their mess.

I would NOT recommend this company. and from my experience and the reviews on here, they should no longer be trading until they can fulfil orders when people have spent their hard earned money with them.
They have continuously messed us around since beginning of July, causing us unnecessary stress, inconvenience, and financial loss. Every time we contact them, there seems to be another excuse or broken promise on when we will actually receive our nearly £2000 order with them.
Despite waiting far longer than expected, we still have not received the product we paid for. The lack of communication, reliability, and customer service has been extremely shocking and disappointing. Making 8 calls just to get through with bad news yet again. Everyone seems to have “only worked here a few weeks” it’s stressful and frustrating how bad this service has been.
I would think very carefully before ordering from this company.

Finally received our refund, after days and days of chasing and waiting hours on the chat. I thought our experience was a one off but from reviews this doesn’t seem the case. Very sad that a company can treat customers this way with very little apology. I wish we hadn’t placed the order after all this stress. Very disappointed but happy to finally have our money back and now looking elsewhere.

One star is far too generous. This has been, without question, the worst customer service experience I have ever had.

On 10th July I visited the store, obtained a quote and purchased two 5m x 11m rolls of artificial grass. After a bit of negotiation we agreed on a price and I placed the order. Unfortunately, that was the last thing that went smoothly.

I couldn’t even leave the store with a proper receipt. Their system failed to send the confirmation email, and because their printer was broken they couldn’t print one either. The only proof of purchase I had was a photo of the order screen taken on my phone.

My delivery was booked for 24th July, and I was told I would receive a text message two days beforehand. No text ever arrived.

On 24th July I called the store to find out what was happening. I was then told there had been an issue with the delivery, my order was sitting in Ashford (around 90 minutes away), and, incredibly, it should actually have been delivered on 21st July. Apparently the delivery route had changed and the driver was now on holiday until the following Wednesday. My options? Drive 90 minutes to collect it myself or rearrange the delivery.

I rearranged it for 29th July.

Once again, no confirmation arrived, so I had to chase them. This time I was told the delivery route had changed again and they could no longer deliver to my home because of the weight of the order. My choices were to collect it from a store 9 miles away at my own expense or cancel the order and wait another 3–4 weeks for a replacement.

By this point I reluctantly agreed to arrange my own courier. They scheduled delivery to my local branch for 5th August. The store assured me they had personally spoken to the logistics manager and emailed the logistics team to make absolutely sure my grass was included.

For the first time I actually received email and text confirmations, complete with a delivery tracker. The tracker even stated that the delivery had been successfully completed.

Except it hadn’t.

Four hours after the delivery window had passed, I called the store to check everything had arrived before arranging my courier.

Only the tubes of adhesive had been delivered.

The two enormous rolls of artificial grass - the entire reason for the order - were missing.

Even the member of staff in the store was completely stunned. She confirmed she had personally chased the logistics manager beforehand, yet somehow the grass still wasn’t delivered.

Trying to contact Grass Direct has been equally frustrating. 90minute wait in a chat feature as they dont have a contact number. Whilst i would think my situation was unique, reviewing the latest reviews on trust pilot it seems the service levels are on a downward spiral to the end of the company. To note this was the 2nd time i have purchased grass from this company when i laid it in my previous house. There were issues then i recall but not as bad as now.

Failed to deliver on arranged day. No communication to explain why, unable to speak directly with a real person. Chat box says will receive an email in 2 working days! £1100 down and no grass!!

Ordered artificial grass to be delivered today. Email confirmation that delivery was booked for today. Heard nothing from Grass Direct and can't speak to anyone from customer service as it's a bot They take your order and money without delivering the items. Avoid this company

Easy to order

Ordered samples and they were delivered in 2 days. No going to put in an order.

Whar a joke of a company ordered £800 of artificial grass ,told it would be 2-3 weeks before delivery after 3 weeks told delay and another 1-2 weeks , then they confirmed a Friday morning delivery ...didnt turn up and when chased said would raise it with the transport team another week goes by and then get a call to tell me they can no longer deliver and I will have to collect it myself (bearing in mind its 4m long and weighs 140kg) spent the day talking to couriers got a quote for £150 and then contacted the wonderful inept transport team who told me I would get £60 towards it...joke, then asked where it would be delivered to , they said Crawley where I purchased it from , another few days called Crawley they said they dont have a warehouse so must be in Ashford...no suprises it wasnt , again raised with customer services (thats a joke name !) and told they have lost my order and would have to reorder and wait a further 2-3 weeks so got my full refund and went to a local company and got it sorted for less money in 2 days !! DO NOT USE THESE PEOPLE THEY ARE COMPLETE AND UTTER JOKERS who will mucK you around for weeks..BEWARE !!!!!!

Extremely disappointing experience from start to finish. Our artificial grass was never delivered, in actual fact it never existed but Grass Direct wouldn't admit this until 3 days after it was due to be delivered. We received no communication or updates from the company. We had to chase them repeatedly for information, but our emails calls and voicemails were simply ignored.
To make matters worse, they attempted to take payment despite the order not being delivered. This was a finance agreement and we had to get the V12 investigation team involved to get the agreement cancelled. We called the Bracknell store (where the order was placed) for answers, the only response we repeatedly received was, "I don't know," which was completely unhelpful and showed a total lack of accountability. The only answer we got that was different was " I think my customer service is good, I've missed my public transport home trying to help" which was followed by I don't know what else to say.
The customer service was shocking. Staff were dismissive and spoke disrespectfully, particularly towards female customers. The whole experience was frustrating, stressful, and completely unprofessional. We ended up ordering with another company called Artificial Grass Direct and wow those guys know what customer service and communication means.

Based on our experience, we would not recommend Grass Direct to anyone and definitely not the Bracknell store.

Quality of grass is excellent and along with underlay wasn't too hard to fit. Dad is 97 and this grass in the garden has given him a new lease of life.
The guys in the shop and the one who delivered the grass were really friendly and helpful.

Poor Service. 2 missed deliveries. Had paid for installation on 2 occasions and now massively out of pocket. Delivery scheduled for dates and confirmation sent. Driver phoned to say he didn’t have grass. No customer support telephone numbers. Went to store to speak to manager who didn’t have contact numbers for anyone apart from area manager. Area manager refused to speak to me about the problem (Liam). Very disappointed and still awaiting a resolution. Small claims court seems to be the only way to get this sorted from here. Shocking

Initially very helpful with choice sales team were good etc. ordered and then was told 4 week wait for delivery AFTER the point of order so had to rearrange fitters. Delivery was due yesterday and only part of the order arrived, contacted today and was told there was a problem and the rest would have to be reordered and "the next time the delivery team would be in the area" would be in a weeks time. Asked them to expedite this as its their issue and was told no. Have now had to rearrange fitters for the second time. Will not be recommending and won't be using again. Very poor service.

This company is shocking, do not order from them. Been waiting 8 weeks for a order that showed as 'in stock'. 2 Failed delivery attempt, never call back, faceless company. Do not order from them.

Speedy response to request for a sample

Very nice to see what you're offering with free samples and affordable range

Samples were good.

Absolutely amazing service from first stepping in the shop in Doncaster. The guy in the shop was so friendly and answered any questions I had. He was extremely knowledgeable about artificial grass. Would definitely recommend and shop there in the near future.