Grass Direct Avis 

Vast range of products, found just what I was looking for. Delivery was a little bit long, over a week even after paying nearly £30 for the pleasure. Arrived very well protected and the delivery driver was an absolute gent carrying it around the back of the house for us. Looks great in the area where we don't get much sun. Overall very happy.

Great serves high quality product and deliver was on time with a polite efficient driver

I didn’t even know I was getting samples as your website never worked. Called the Doncaster store as the fitting option doesn’t work on your website. They said someone was going to call me to measure my garden so I could have a quote. No one ever called me back. Then I called the store again today and the guy was simply racist. He pretended to not understand what I was saying. I said the same thing 3 times then we hung up. As even my husband was getting frustrated since what I said was very clear.

Ordered grass on the standard delivery that changes from 7-10 days to 6-8 weeks as you book. Updated to nominated delivery for another £20, £70 in total, only for them to miss the delivery date three times. You can contact them on live chat but be prepared to wait for an hour each time. Even better when you track delivery on the website it says it's out for delivery even when they know it isn't even on the truck. Ended up cancelling and going elsewhere.

Fast ,efficient & professional. Excellent customer service matched with quality samples promptly supplied.

What experience! I had to buy the goods from other suppliers

Great service at the show room

Worest people, worest company

A terrible experience!

I placed an order at the Plymouth store and waited over a month for it to arrive. After all that time, and with very little communication, I was eventually told that my order had been cancelled because the product was apparently too large and heavy to deliver.

What makes this so frustrating is that the dimensions and weight were known when I placed the order. Why accept the order in the first place if it was supposedly impossible to deliver? Surely this should have been identified before making me wait over a month.

I was also told the item had successfully reached their Bristol depot, which makes the explanation even harder to understand. If it could be transported there, why could it suddenly not be delivered to my address?

Customer service has been equally poor. I emailed and received no response, while the live chat regularly involves waiting over an hour just to connect to an advisor. Even the staff at the Plymouth store were frustrated by the lack of communication from customer services and explained that they have very limited ways of getting issues resolved.

The staff in the store themselves appeared to be doing what they could, but they clearly had very little support from the customer service team.

After waiting more than a month, having my expected delivery date pass, receiving minimal communication, and then having my order cancelled, I am extremely disappointed.

Very poor communication, very poor customer service, and a completely unacceptable way to treat customers. I would not recommend.

Very helpful with advice prior to ordering
Delivery within estimated timescale and delivery was flawless.

Competitive pricing and good service. Product also really good. Very happy

From the salesperson that spoke with in York, we were informed of the day of delivery.the day before the grass was due we were given time slot and was bang on time.
Cannot fault the salesperson and the delivery driver. I would recommend Direct Grass. Quality of grass is excellent.

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