Grass Direct Avis 

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

Stay away from this business at all costs. Despite ordering the product well in advance, selecting store collection and calling the store ahead of the date and being advised that yes the product would be available on the selected date my product was not ready for collection as promised. With no one available to contact over the weekend I finally had some sort of update two days later via email advising my product would be delivered to store in 3 weeks despite the tracking link showing that my product has been delivered to store, when I tried to call to discuss further the number goes straight to voicemail and after being told I would receive a call back from the main switchboard no call has ever been received. These products were ordered in good faith ready to be used on a job, as a business I am now losing money as I have to return and pay multiple people’s wages for a further day due to your incapabilities. Shocking service….still yet to receive my product so let’s hope that’s not shocking too. Stay away at all costs.

If I could put zero stars I would , absolute joke of a company ! My partner ordered and paid at the Coventry store thinking it would be a more personal service , how wrong we were
First mistake , wrong email address added to order , no updates obviously! My partner went down they changed it , then I started tracking the order , stated we had not paid , my partner went back with the receipt ! They said it’s paid , we were given a 3 week approx delivery date , still saying unpaid ! Obviously the payment must have gone into a suspense account
I took over the comms as my partner was too angry , basically they never found our payment on the system , my partner went down and demanded a refund , this took 2 weeks if not more , then it said on the tracker it was being delivered ! Obviously it never was , I raised a complaint to the Director who still has not replied, I keep being offered 10 pc off my next order in response to chase up emails from call centre staff
Do not use this company if you a trade or a private individual, their computer system is substandard cannot cope with email amendments obviously!!!and the staff are clueless and the Director is non verbal!!!
Quick to steal money and add accusations of non payment , plus they have said we do not offer compensation? However a previous review has been given compensation! I await their feedback

There was a great selection of artificial grass, and the saleswoman was very helpful organizing some free samples of the ones we liked. The ordering process was very straightforward and the grass was delivered on our chosen delivery date. It is a good quality product and looks great in our back garden. The website had useful information regarding installation.

Grass Direct have been awful to deal with. They were quick to take our money and make the sale but so far have been unable to deliver the goods. You will not be able to reach them on the phone unless it's a sale. They're slow to reply to emails and use delay tactics to put you off and so far have not refunded our money because they can't deliver.

Terrible customer service

I was supposed to take collection over 2 weeks ago. But they never arrived, I’ve not been able to get any information from the company since, very difficult to get through via the phone, when I do get through they are no help at all. They don’t reply to their complaints or feedback forms online either.
I’ve lost out on labour cost and van hire in which I only got £20 compensation fee!!!

Grass was not 4m with measured 393cm. So project had to be changed as installer already arrived. Also later checked packaging and was the wrong name/height of grass than originally ordered. But needed laying that day as payment required.

Such a great company. The ordering was simple and the prices very fair . The delivery was excellent and exactly when they said it would arrive. The quality is great and in comparison to other companies excellent value.