Grass Direct Bewertungen 

I ordered grass to be delivered in 3 weeks. I was told the grass was coming so I hired help & took time off to install. Wrong grass was delivered, then I got a call to say they'd messed up & my grass would take 3 more weeks to deliver.

I missed overtime at work & had to pay for help which i didnt need & grass direct offered me 50% off my delivery.

AN ABSOLUTE INSULT... Customer service was shocking!@@

I ordered from grass 247 & the whole experience was much better & very quick.

⭐ Extremely disappointing experience – avoid if you need reliable delivery
I ordered a 5m x 7m piece of astroturf on 25th July and paid £50 for delivery to my home address. I was given a delivery window of 14th–26th August, so I arranged for a professional company to lay the turf on 27th August.

On 26th August, with my delivery still not received, I contacted the company and was told there was a problem with the delivery. From that point, I made numerous phone calls and sent multiple emails, trying to find out what was actually happening.

Despite all this, I didn't finally get a proper explanation until 10th September — weeks after the promised delivery period had passed. I was then told that they could not deliver the 5m x 7m astroturf to my home because it was supposedly too heavy for their van.

The most ridiculous part is that I was told they could deliver it to their store but couldn't deliver it to my home address. How does that make any sense when I had specifically paid £50 for home delivery?

If the company knew the turf was too heavy to deliver to a residential address, this should have been made clear before accepting my order and taking my £50 delivery payment. Instead, I was left waiting, chasing for updates and rearranging plans, only to eventually be told they couldn't fulfil the delivery.

As a result, I had no choice but to cancel the order and look elsewhere.

The biggest disappointment is that this wasn't just an inconvenience. I had arranged everything around the promised delivery date, and my children have missed out on being able to use the garden throughout the entire summer holidays because we were waiting for the astroturf.

This has been an incredibly frustrating experience from start to finish — poor communication, a missed delivery window, weeks of chasing for answers and ultimately an order that couldn't be fulfilled.

I would strongly recommend thinking twice before ordering if you need a company that can actually deliver when promised. A £50 delivery charge should come with a reasonable expectation that the item will actually be delivered to the address you paid for.

One of the worst experiences ever. Placed an online order with free delivery. Expectation was that I would receive my delivery within 7 days.

Then the order confirmation came through stating that my order would be delivered before the 25th August (some 5 weeks later )

The week before I checked in with them to make sure that the delivery was proceeding all as planned , which they confirmed it was .

On the morning of the 25th August I received a message from them saying they can’t deliver my grass unless I pay them a further £425 to cover the delivery cost. Since then I have been backwards and forward with them , but they refuse to see my perspective , eg I ordered in good faith with free delivery , all I can ascertain is that this is some sort of scam, I have requested a full refund of my order, just sad I spent all that hot weather without a garden I could use !

Avoid at all cost

Arrived fast

Hi
I received the wrong order. I have been in touch with the customer service department but they still haven’t sent me the correct order that I ordered from them.

I ordered two rolls of grass which were 5m wide. Delivery was calculated and I paid in full. On the day of delivery I didn't receive any communication and nothing arrived, so I called at 5pm and was told deliveries run up to 18:30 so it should still arrive but nothing showed up. The following day after several calls I was told that the order would not be arriving as they could not deliver due to the size and weight of the grass. Only took them 5 days to realise they couldn't fulfill my order and then kept my money for 7-10 days due to the refund process. Awful service and embarrassing for a company of this size.

Poor staff communication, blaming the customer. Rude staff!

Staff in the sales room were extremely helpful in helping me choose the right grass for my family. Answered all questions I had and was able to fit in the delivery around my schedule. Delivery arrived on time and the guys delivering were quite upbeat and playful which was a pleasant change to some delivery guys I’ve had in the past. Grass arrived well packaged and exactly what I was expecting. Overall I’m very pleased with the experience from start to finish. Would definitely recommend.

If I could put zero I would. Absolutely appalling service. Avoid at all costs. Ordered Astro turf which never arrived, went into the shop where I ordered on several occasions to be told various stories ranging from I had not paid for it, to will be at store for collection , all incorrect, store staff unhelpful, saying only customer service can help. No phone number for customer services , only web chat and email. Web chat puts you in a queue , where you are next in line for over an hour. No response to email complaint for over 1 week. Told by store I should get refund as it had never been cut or delivered , then told I can only get 50 per cent back . This saga went on for over 2 months. Disputed with credit card company, but in the meantime, grass direct refunded full amount. End of story ? No . They have helped themselves to the money again from my credit card, ?? I sent an email to them , only to be told I can only resolve via web chat. This has now been going on for nearly 3 months, and I have never seen this Astro turf, AVOID, not worth the stress or hassle

I would give less than 1 star if I could. Ordered from Crewe, only one roll turned up on the original delivery date, yet we were informed none would not arrive yet it did.
We have had 3 further delivery dates yet nothing has arrived, rearranged our schedules every time. No contact from them. We had to contact grass direct every time, only to be told the depo cannot find our order. Laid the first piece as we were assured it would arrive today after two failed attempts to deliver and they will not refund this as we have fitted it ! Absolutely ridiculous service as we can only contact them via live chat or email. Only outward phone number.

Brilliant quality, arrived in good time and excellent customer service. Would definitely order from here again.

Ordered my grass got a dispatch email and 3 weeks later still waiting on the delivery so I cancelled my order and having issues getting refunded complete SCAM avoid this company

Great choice, good range of prices, easy ordering, fantastic customer service. Great quality product.

If I could give no stars I absolutely would.

The time between contacting them and actually receiving a response is beyond disgraceful.

After chasing and chasing and chasing this company we finally agreed we had to completely change what we ordered due to them admitting they would never be getting our second roll in.

They then tried to charge us additionally for what we had already laid ( even though this was done in good faith as we were assured we would be getting our second roll). My husband then asked then to send an email with cost break down of what they thought they would charge us for all of their errors but to seriously have a think before they did so. The lady then came back and said she spoke to a manager whom had said we would not incur additional costs for what we had gone through. (Bear in mind we are already out of pocket for labour and materials)

Today was the date 27/08/2026 we would be receiving our replacement grass between 6. 45 - 9.45 am. Two hrs after it should have been here we had nothing. My husband went on live chat and long story short they are now saying it is a problem route and it would not be out today?! (The first roll of the previous order managed to get here).

So here we are another wasted day, the most awful customer service and no resolution. These people don’t even contact the customer if there is a problem, you just have to sit at home like idiots chasing them.

Other than saying never ever use this company I would also add never order online there is no support whatsoever, we requested to speak with a manager today and was basically refused.

Waited two months and let down twice. Customer service was great though, just the organisation is awful. It is now heading to September and the foundation for the grass is laid and thr weathers turning and no grass.

Helpful and informative regarding product.

Very bad service been a nightmare from start to finish using this Buissnes avoid them

After a slight hiccup with our order this was resolved
promptly and dealt with in a very satisfactory manner.
All staff that we dealt with were always helpful and
obliging. A very good company to deal with.

Easy to order samples and they were deliverd promptly.

*****AVOID AT ALL COSTS*****

Ordered grass at the start of June, then got the confirmation email saying it would delivered in the middle of July (any other company I have used have delivered in a week), so arranged for guys to come back and fit the grass, the day after delivery (who had to be paid and now my sand is all over the place cos it'sbeen weeks 🤬). Delivery day came and only part of my order came, being told the rest would come tomorrow, which it didn't. The only number they have is for SALES, who don't even have a number for aftercare 🤬 Having to use the chatbot is useless as you get a confirmation email to say you'll hear back from someone in 2 working days (LIES), over a week later I get an email asking what is missing, I reply to this within 5mins to get another email back to tell me I'll hear back in 2 working days (ANOTHER LIE) this saga has been going on 3months and I'm trying to get £1000 back off them.

I have been emailing and phoning sales asking for a refund.

Today they were meant to collect the only part I have but are now trying to deliver the missing part of my delivery, which has been a nightmare not only for me but the delivery driver who is telling me is having the same issues all over regularly.

PLEASE AVOID THIS COMPANY AT ALL COSTS!