Grass Direct Bewertungen 

Couldn’t believe the service, fast delivery compared to others and communication is phenomenal

I absolutely do not recommend Grass Direct to anyone. I placed an order for artificial grass four weeks ago, and as of today, I still haven’t received it.

After constantly chasing them for updates, I finally received a message last week saying my grass would be delivered on 1st July. I waited in all day, but it never arrived.

I had already arranged and booked someone to come and install the grass today, based on the delivery date I was given. Because Grass Direct failed to deliver as promised, I’ve now been left out of pocket and had to cancel the installation.

I contacted the Crawley store where I placed my order, and instead of helping me, I was told to use the AI chat on their website. That was a complete waste of time, as I couldn’t get hold of anyone. Eventually, I managed to track my order, which said it was with the courier and that I would receive a message when they were on the way. No message ever came.

Today, 2nd July, I checked the tracking again, and it now says my order has been delivered—even though I haven’t received anything.

I called the Crawley store again, where I spent a significant amount of money on both the artificial grass and the delivery. The member of staff I spoke to was extremely rude and unhelpful. He kept sighing, even saying “gosh” while I was politely explaining the situation. He told me that when an order shows as delivered but hasn’t been received, it usually means it’s been delivered to their local store. That made no sense because I paid for home delivery.

His attitude was so dismissive that I ended the call because I didn’t want to lose my temper.

I have never, in my entire life, experienced customer service and delivery issues like this. Four weeks after placing my order, I still have no grass, no explanation, and no resolution.

This level of customer service is completely unacceptable. I’m giving Grass Direct until next week to sort this out. If my order still hasn’t arrived, I’ll be requesting a full refund.

Avoid this company if you value good customer service and reliable delivery.

I run a landscaping company and use a lot of online companies for products. I can safely say Grass Direct is by far the worst company I have ever had the misfortune of dealing with. They delivered my grass to the wrong address, then refused to re deliver until a week later. They also refused a refund so I could buy replacement grass elsewhere in good time. The communication is terrible, and when you do finally get to speak to someone they agree that it’s a terrible service saying that it’s an ongoing issue with the company and they fully understand the frustration but are unable to do anything about it. I would urge anyone considering using this company to avoid it like the plague. Truly awful!
Since writing this review Alivia (Liv) a representative of Grass Direct has contacted me 07/07/26 and offered a small amount of money (started at £70 then rose to £100) in exchange for changing my review. I was told that I would only receive the money once the review had been edited. This is an illegal practice and shows the lengths this awful company will go to to deceive potential customers. I will be speaking with the CMA and will present the evidence to them. Grass Direct is a shameful company that can’t rely on good service for positive reviews so instead tries to illegally acquire them.

Pleasant staff, very helpful. Ordering was easy and delivery was on time. Good quality astro turf, I can highly recommend this company

Avoid
Sent wrong size by 2 meters
Said I could keep that and would refund me the difference from what was ordered 🤣🤣
Unbelievable

Ok what happens to the other 2 meters ?
Customer service has been absolutely terrible
No number to ring only get a reply once a day so take 2 weeks to sort out their error

Our grass arrived with two measurements on
1 right 1 wrong
We couldn’t find out which it would be until fitting as it was that big and heavy it needs 3 people to help
When our fitter arrived to fit it and rolled it out that’s when we realised they sent wrong size
I had to pay him for his time as this wasn’t his error
Why should he be out of pocket

No compensation was offered by this company
Also to top it off the grass had been discontinued and we had the last of the roll hence why it was short

Customer service was terrible I’m pleased it was out of stock as they have done me a favour taking my business else where

Avoid at all cost

Literally my order took 20 mins to sort. Elles was extremely helpful and made the whole experience problem free.

Ordered Monday, delivery due Thursday!

Great sample service selection of 6 different grass types and delivered quickly. However, have since received 2 follow up calls from store sales team in less than a week which puts me off buying from you. We are still deciding and have been working not got round to ordering items for garden yet and calls feel like putting me under pressure.

Great communicatio, fast delivery and beautiful grass.

Great quality and delivery on time

Can a Representative please contact me, the wrong grass has been delivered. I know this because I ordered a sample after I was suspicious about what arrived

Awful experience with this company. Ordered our grass and the delivery was cancelled 3 times over a period of weeks less than 24 hours before the delivery day. The reason we were given was because their courier service was charging them £400 to have our grass delivered. Was told they could get our grass to us * guaranteed* in 2 weeks time even though we were guaranteed the delivery the first three times. Over a month of waiting for grass that we had no faith in receiving.
Three children and a dog with no garden for weeks. We lost money on days off work to be available for the delivery and to get the work done ready. The groundwork was exposed to the weathers so it needs to be redone. Even a cancelled birthday bbq for our son which we rearranged but still has to be cancelled due to the grass not being delivered. We are now left with an unusable garden for even longer whilst we find another company who can supply us with what we need.
Stay clear. We are so disappointed and let down.

Been to branch with my wife. Second most expensive grass chosen. Delivered cheaper one.
Wrote to customer service how can we sort it out. No answer.
Yes I could hire a van and return it to a branch myself but I have no time for this.
But I wouldn't recommend this company to anyone.

Lovely sales techniques, very informative. Happy with the price we paid. Unfortunately, there was clearly some mis-communication about delivery date, so we waited a lot longer than we had hoped, but, once the grass arrived, it was great. We are very pleased with it.

I have requested two separate deliveries of fake grass samples and the service has been excellent. Next day delivery and a call to advise me that my second order could be delivered late due to the weekend post. Great customer service and advice on purchasing my fake grass from Lauren. Thank you.

Awful. I strongly recommend that you don’t use this company. Grass ordered and had email and text confirming it was coming on said date and it failed to arrive. I chased it and was told it was out of stock. I was given another delivery date 6 days later, had a phone call confirming it was now in stock and delivery would take place, along with a further text and email to say the same. On the day the tracking app never got past 1 of 2 items loaded onto van. I contacted the company via live chat who told me to let them know what was delivered!!! I insisted they contact the delivery company and they said they would email them and I would hear that afternoon. I never heard, nor did anything get delivered. I wrote a complaint to customer services who said they aim to respond within 3 hours. I didn’t hear over the next 2 working days, and couldn’t get hold of the company via livechat.
It is now Monday and I am back to chasing for a refund or delivery. Totally frustrating experience.

Absolutely first class from start to finish. I was kept informed every step of the way.

The tracking system was really helpful on the day allowing me to work around the delivery. Driver was super helpful postioning the roll of grass right were it needed to be. Spot on service - thank you.

Liked the grass I selected and the delivery service was also great on time.
Fitted now and very happy with the results

Dan was very thoughtful and helpful in getting the right choice for our balcony.
looking forward to the summer with our new grass decking.

Absolutely terrible customer service.

Grass Direct is supposed to be a sales company, yet when I tried contacting them this morning, nobody answered the phone. I then tried their online chat, only to find there were no agents available. I called their sales line and was met with a message saying, "Our Sales Lines are Closed. Use Our Online Chat." The problem is, the online chat wasn't available either.

If a company can't be available during its stated opening hours, can't answer sales enquiries, and can't provide the support channels it advertises, it doesn't inspire much confidence. If they can't handle a potential customer's call, what hope is there if you need assistance after making a purchase?

Based on this experience alone, I wouldn't buy from them. The service has been extremely disappointing, and management should be concerned about the impression this leaves on potential customers.