Grass Direct Avis 

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.

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.