Grass Direct Bewertungen 

Service on phone good instore .But delivery is poor 4 different dates and when I cancelled order 4th time had phone call saying goods on way ..but i had bought somewhere else.had to wait for money returned. Think before buying 4 wks wait .not good

The artificial grass is amazing,what a difference to our small garden.
All in all great service, very pleasant shop assistant very helpful. Grass arrived before allotted time. Brilliant.
Thankyou so much.

Got great help at the shop with lots of choice at excellent prices with a last minute extra discount to sweeten the purchase. Delivery was exactly as agreed and the product looks great now it’s down

I wish I had read reviews prior to purchasing with this company.

Placing the order here was simple and we were given a delivery date of four weeks which was longer than expected.

Finally, the delivery date arrives but we have no communication from the seller despite advising that they would contact us to provide a 3 hour window. After tracking our order online the delivery window was shown. The time on the delivery window passes and no contact.

We called Grass-Direct who advised us that they had not even received the stock into their depot and even worse, couldn't provide a an alternative delivery date.

We were gobsmacked that this company waited until they were chased to advise of the delivery issues despite shoe ng tracking info on their website.

This is an extremely poorly run business and I want to warn others to save their likely disappointment.

Avoid this company!

Placed an order via the Flooring Superstore in Swansea on the 24/05/2026 with a delivery date confirmed for 08/07/2026. A week before the delivery was due I checked the tracking information through Grass Direct’s website to find that it said the grass had already been delivered! Phoned the shop in Swansea to say that it definitely hadn’t been delivered and was told there seemed to be an issue with stock and it was now unlikely to be delivered on the 8th July!

As previous reviews have stated, it’s absolutely impossible to speak to anybody in Grass Direct over the phone and the only way of contacting them is via a web chat that they don’t respond to so I wasn’t able to get an answer on whether it would be delivered on the date promised.

Received a phone call on the 03/07/2026 from somebody within Grass Direct who said there was an issue with the stock and the earliest they could now deliver was 04/08/2026. I told them I had already waited 6 weeks and wasn’t prepared to wait any longer and if they couldn’t deliver it on the 08/07/2026 as planned then I would have to have a refund and go elsewhere. After a short time on hold the person told me that they could in fact stick to the 08/07/2026 and assured me it would be definitely be delivered then.

07/07/2026 received a text message saying that the grass would now be delivered on 10/07/2026! Phoned the Swansea store again who checked their system which said this wasn’t going to happen as it was showing as out of stock and wouldn’t be delivered until the 12/08/2026 at the earliest!

I cancelled the order and requested a refund, went to Floor Giant in Swansea on 10/07/2026 and ordered very similar grass for a very similar price and it was delivered to my door without any issue within 8 days.

Really disappointing service from Grass Direct. Be very careful when ordering from them, it seems they are quick to take your money and make you promises which they are unable to fulfil whilst there are plenty of other companies out there who can.

Judging by several recent reviews it seems I’m not the only one.

​I would strongly advise against using this company. We ordered their premium artificial grass with an agreed two-week timeframe for collection at a local store. From that point on, the experience was a complete disaster.

​Failed Collection & Wasted Costs: On the scheduled collection day, my contractor drove 110 miles to pick up the order, only to find out the grass wasn't even there. There was no explanation provided, no apology, and zero offer of compensation for the wasted fuel, time, or contractor costs.

​Inconsistent & Unhelpful Support: When trying to arrange a new delivery date over the phone, the customer service was contradictory and unhelpful. In one phone call, they promised free delivery to make up for the issue; in the very next call, they reneged on it.

​Further Delays: We booked a rescheduled delivery for a week later. Once again, it failed to arrive on time. It took yet another full week for the grass to finally show up.

​In total, the delivery took twice the original quoted time, caused massive headaches with project scheduling, and cost us extra money with zero accountability from their team.

​Unprofessional, unreliable, and completely lacking in basic customer service. Would not recommend, would not use again.

DO NOT ORDER! DO NOT ORDER!

DO NOT order from this store! We ordered the Kalahari artificial grass from flooring superstore / grass direct weeks ago now. We originally went into the Crewe store and then ordered it online after the link shared from them expired. We have waited weeks for the order, I’ve paid tradesmen and had to let them down, I’ve book time off work for both deliveries. Let me tell you DO NOT order from these scammers! They don’t operate via phones, only live chat. They make false promises to call you back and resolve the situation and nothing. We’ve had 2 deliveries that have both been cancelled. We are still yet to have our grass delivered as it has now been sent to the Lincoln store which is 3 hours away from where we live - can’t they read a sat nav! We have paid £125 for nominated delivery and only been offered £24.99 as a gesture of goodwill for the failed deliveries! It’s laughable! I have offered to pick it up from the Crewe store on my dad’s trailer and they are awaiting the transport team to get back to them - on the live chat of course to see if we can get it delivered to them! We have now been told end of July for a potential delivery date which is way to long! I want it this week. If you can see this flooring superstore you are most welcome to get in touch to rectify the situation as we are still yet to receive it! I am utterly shocked at the situation and would never ever order again from this company and neither should you!! Mr & Mrs Robins

I am still awaiting a phone call or an email.. you asked me to give you a time I responded with yesterday morning and nothing since. Disgusting! Oh wait and I’m still yet to get my grass!

20/07/2026

Still no grass - due delivery tomorrow and had no delivery text! My grass is sitting in the Lincoln store and these scammers won’t even put a courier on to get it delivered yet I’ve paid full delivery!!! If my grass doesn’t come tomorrow then I want a full refund! Please please don’t order from these!!!

Fantastic service and product. We love the grass and was exactly as described. The packaging of the items was excellent too. The delivery driver, Peter was excellent with great communication before delivery and delivered to exactly where we requested so a big thank you to him and to the company.

Ive only used them for samples, so all I can say is they were very quick sending me the samples

Unfortunately there was a bit of a delay receiving our order due to it not being ordered and we ended up receiving it a week later than expected. However the delivery driver was brilliant and went above and beyond. Overall product appears good quality. Although only just laid and no wear and tear yet

Had samples sent to me, very fast delivery. Went to Kidderminster to order my grass. Very happy with my grass and again quick delivery.

Amazing staff knowledge, extremely helpful delivery excellent and on time . Would definitely recommend

Avoid this company.

What should have been a straightforward artificial grass delivery turned into one of the worst customer service experiences we have ever had.

Our order was given five separate delivery dates, and every single one failed. We repeatedly rearranged work, wasted annual leave, cancelled landscapers, and spent countless hours chasing updates because nobody seemed to know where our order was.

We were repeatedly told the order was available, with one of the final assurances being that it had been collected and was on its way — only to later be told the delivery failed because it had not even been loaded onto the delivery vehicle.

The communication throughout has been poor, the explanations have been contradictory, and taking ownership of the issue has been extremely disappointing. When trying to escalate the complaint, we found there was no clear route to speak directly with someone who could take ownership. Instead, we were repeatedly told we would have to wait for callbacks from different teams, with no named point of contact and no clear escalation process.

If you do experience an issue, be prepared for a lengthy process with repeated chasing required. Problems are not resolved promptly, and getting clear answers or accountability appears extremely difficult.

We were eventually left with no choice but to cancel the order and start the entire process again with another supplier.

A refund does not undo the weeks of disruption, stress and wasted time caused by repeated failures and inaccurate information.

Think very carefully before ordering from Flooring Superstore / Grass Direct. Our experience has been unacceptable from start to finish.

My delivery was confirmed for today, so my partner took a day off work to be home and receive it. At 9AM this morning, on the actual delivery day, I got a message saying it had been rebooked for Wednesday.
We already have installation booked for Saturday, so this last-minute change has completely messed up the plans. If there was going to be a delay, why wasn’t anyone able to let us know before the day of delivery?
Taking a day off work for nothing and being told at the last minute that the delivery isn’t coming is just not acceptable.

Absolutely terrible experience from start to finish.

Their customer service is among the worst I have ever experienced. I had to wait for over an hour just to get connected to a live chat agent, and if you don't keep the chat window open the entire time, it disconnects and you have to start all over again.

Their email support is even worse. They took over a week to respond to my email, which is completely unacceptable. I have never dealt with a company that ignores customers for that long.

The worst part is the delivery. They completely missed the scheduled delivery date, but they didn't even bother to inform me. I had to waste another hour waiting for a chat agent just to find out that my delivery wasn't happening that day. If I hadn't contacted them myself, they wouldn't have told me at all. We had planned everything around the agreed delivery date, only for them to casually say that their supplier hadn't delivered the item to them.

No apology, no proactive communication, no accountability—just excuses after wasting my time. This level of customer service is unacceptable. I would strongly advise anyone to avoid this company unless you are prepared for endless waiting, poor communication, and missed delivery promises.

Alex was really helpful , discussed all the samples with us and advised which would be best for our needs as we need wheelchair friendly grass aswell as advising us on the best way to lay and fit the grass. Excellent service.

Nice! Delivery came in only about a day or so I am gonna purchase more on Friday I'll buy a 5 by 5m grass ag

Couldn’t get the code to work ,don’t know if the extra 15 is in the price or not

Really clear website. Easy to sift through all the options.
We ordered 2 samples, deciding which suits us but the quality seems great ,packed well. Follow up call very helpful as had more questions, answered instantly!

Rang the depot in Havant, having looked on line
Friendly helpful staff who quoted price which was very good compared to other places
Placed order over the phone, very easy with email acknowledgement and estimated date of delivery