Grass Direct Avis 

Delivery was supposed to happen on 1/7/26. Only the membrane arrived, no grass. Called to be told grass was left at warehouse by mistake. Had an email with new delivery date. 8/8/26. Not waiting another month. After more phone calls, new date was given. 9/7/26. The day before they changed it to the 10/7/26 between 7am & 11am. Guess what, hasn’t arrived. Apparently transport team will call back today. Total lie, they close at 5pm and close for the weekend. I will be requesting a refund. Please read all recent reviews within the last few months. Same story, with the same bullshit excuses. Don’t waste your time or money.

Absolutely horrific company.
AVOID AVOID AVOID.
I would give them 0 stars if I could. We ordered our grass over 2 weeks ago, paid extra for a specific delivery date and it never came.
They emailed on the morning of set delivery to say it had been left off lorry. Lost out on money fr builders and refused a refund but would make sure it was delivered 2 days later. The new delivery date came and surprise surprise, the delivery was cancelled again.

Absolute scam and horrific customer service. I’m now very worried we have been completely scammed.

Please do not use this company.

Dreadful communication.
I was supposed to take delivery 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 placed my order months ago, only to be told a week before the scheduled delivery that the item was no longer in stock. I was offered a replacement along with a revised delivery date, but that delivery never happened, and I'm still waiting.
The delays have significantly impacted our garden project. To make matters worse, my emails have gone unanswered, and despite making several attempts to call, I've been unable to get through to anyone. Overall, this has been a very frustrating experience due to the lack of communication and repeated delays.

Super helpful customer service team and instore help. Looking forward to rolling out the green grass!

Ordered Artificial Grass 3 months ago still not had it asked for refund now i gotta wait 10 days for that Grass Direct is a joke of a company no communication what so ever steer clear of this joke of a company very pissed off

Great service, quick delivery. Laid the grass yesterday, looks really good. Great quality. Very happy with purchase.

Ordering went fine couldn't be more helpful even got a text saying any problems let us know.paid delivery charge for specific date booked my builder in but grass didn't arrive on enquiring where it was we first were told the delivery lorry had issues that was then amended to the truth THEY LEFT IT OFF THE LORRY BY MISTAKE!!! surely they have a check sheet, couldn't speak to customer service they booked me in for a call back NEVER HAPPENED, finally got through to the Basingstoke office they were helpful but couldn't or wouldn't get my grass delivered the next day,I have my grass 5 days late I request they refund my delivery fee and the money I paid my builder but have I received a response to my email NO I HAVE NOT

Worst company ever after 6 weeks of waiting for my grass and constant lies as to were it is I’ve had enough.when I finally spoke to customer services they offered me a dearer grass for all the hassle great but no good if it doesn’t turn up.I’ve had 5 emails telling me it was coming wasted 5 days waiting in surprise surprise no grass

Could not get the grass cut to my size unfortunately so no order thank you

A big thank you to Sam who help me and resolved my issue. Thanks a lot!

The experience was great from going In the store and receiving the grass was all round brilliant .
We went to the store on the 23rd of may set on grass we liked unfortunately they had sold out off the grass we liked but the ladies were so knowledgeable and helpful and helped us find our next favourite they did a great job gave us plenty of notice of when it was being delivered so all together 10/10

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.