We are extremely disappointed and frustrated with our experience with TruLawn and feel other customers should be aware of what we have dealt with over the last nine weeks.

What should have been an exciting investment into our home and garden has turned into ongoing stress, constant chasing and a situation where we genuinely cannot comfortably use our own garden due to the smell coming from the artificial grass/sub-base.

Since installation we have experienced ongoing issues including:

Strong unpleasant odours which at times smell rotten and become worse after cleaning or damp weather

Areas of the grass lifting

Concerns regarding drainage and the installation itself

Ongoing delays in getting meaningful resolution

Poor communication and repeated chasing for updates

Appointments being cancelled with no courtesy phone call, only later being told it was due to sickness

We have tried everything asked of us. We have purchased cleaning products, followed maintenance advice and remained patient while waiting for site visits and responses, yet the issues continue. The smell has become so bad at times that we cannot properly sit outside and enjoy the garden we paid a substantial amount of money for.

The most upsetting part is that we did not purchase artificial grass expecting perfection — we understand things can occasionally go wrong — but we did expect professional aftercare, urgency and accountability when serious problems are raised. Instead, we have felt left chasing constantly while the situation worsens.

At this stage we have had to seek advice regarding our consumer rights and potential next steps. We have been advised that, based on the extensive evidence we have gathered, including photographs, communications and records of the ongoing issues and delays, we may have grounds to pursue a refund through our bank or escalate the matter further if needed. However, that is genuinely not what we want.

We simply want the quality installation and product we originally paid for. We want the issues properly investigated and resolved under the warranty without further delays, excuses or temporary fixes.

For anybody considering artificial grass, especially if you have dogs or are relying on the product being suitable for family use, I would strongly advise doing very thorough research into drainage, sub-base preparation, odour management and aftercare support before committing.

At the moment we are left with a garden that smells unpleasant, has visible installation concerns and has caused a huge amount of avoidable stress and disappointment.

It was a really effective progress from start to finish. The team worked hard over the two days. I am really pleased with the finish.

Absolutely brilliant from start to finish! Everyone was friendly, helpful and everything laid out step by step!

The guys from Trulawn were excellent.
Brian, who led the project was an incredible ambassador for the business -great communicator and when he wasn't happy with one section of the lawn; insisted on a 24 hour delay to ensure it was 100% perfect. Very happy to recommend to anyone looking for a fantastic lawn. A real gamechanger - swapped a Somme renactment site for a beautfiul back garden. Dogs, grandkids and adults all very happy. Thank you Ian

High quality premium product but after sales is nil. No reply to e mails or phone calls despite TruLawn promising to return my calls on multiple occasions.All I want is some advice .

I had multiple quotes to have my new build slanted lawn to be built up and made level and then astroturf laid. Trulawn sent over a salesman and came smack bang in the middle of all the quotes, but given the professional nature of the company I decided to go with them. I was not disappointed. Dean and his team arrived early and got to work straight away, by the end of the first day they had already dug out the majority of the old grass and laid the edges ready for the next day. Dean quickly realised they did not have enough base layer so went out the next day and managed to collect 3 more bags to build it up, all at their own cost.

The grass was laid level with my existing decking, which makes my garden look so much neater bigger and the grass is fantastic quality , super spongey and a joy to play football with the kids on.

Cant thank Dean and his team enough, they really were amazing, would not hesitate to recommend this company to anyone. Plus with the warranty it really gives me peace of mind.

I contacted TruLawn as well as 3 others and TruLawn came out on top. I chose them based upon the professionalism of Mark when he visited to work out size and pricing but also the quality of reviews and the companies website being professional.

Work started on Thursday 19/3 and the 3 lads Brian, Sam and David arrived ahead of time and made massive head way on the first day. They were friendly polite and also were able to have a laugh. Brian the lead installer was so professional at explaining what they were going to do every step of the way and checking in with me every time a step was completed to make sure I was satisfied.

On the final day the 3 lads worked hard and efficient and the end result has blown me away.

The detail of care they all had was outstanding and the best I've seen from a company in a long time. They took it upon themselves to help me get the garden back to normal with kids toys, hanging baskets and cleaning the patio.

I will be 100% be recommending TruLawn but, especially the team of Brian, Sam and David as collectively as a team as they are by far the best 3 lads and a massive credit to TruLawn.

Good service

I would like to say Dean and his team came and fitted my lawn and I am so pleased they worked hard amd beyond to make sure my lawn was done very efficiently and with the spare grass they fitted my Patio area it was so lovely to have such good workmen Trulawn should be proud to employ such people. Also to Ben the surveyor who talked me through what I wanted to have for my garden he was so helpful.
WELL DONE TRULAWN
MAUREEN LOUGHTON ESSEX

We recently laid our new lawn. Mr Zia visited for a quick inspection explained the process and helped us choose the right grass. It was a very professionally managed from start to finish . Mr Zia and team went an extra mile to help move my shed and fix a small part of my flower bed. We are thoroughly enjoying our new lawn. We would highly recommend Trulawn if you have an artificial grass requirement .

I would give this team six stars if I could! My experience with Trulawn was amazing from start to finish. Tony was incredibly responsive to my initial inquiry, and Ben provided expert guidance during the site visit.

A huge shout-out to Billy’s installation team—they were professional, friendly, and impressively efficient. Because Trulawn uses their own dedicated team rather than subcontractors, the quality control is outstanding. Billy’s experience really shines through; he provided invaluable advice during the install and was incredibly patient. He took the time to answer all my questions and proactively checked in to ensure I was happy with every detail. His customer-focused attitude is truly appreciated.

Since my house lacks a back garden entrance, we were worried about everything being carried through our dining room and front door. However, the team made us feel completely at ease, handling the delivery smoothly and safely. They even performed a thorough tidy-up once finished. I am thrilled with both the progress and the final quality of the work. 100% highly recommended!

Five star service from start to finish. We are over the moon with the new lawn, as is our dog Cody. Keep Andrew and his team topped up with coffee and bacon sandwiches for extra bonus treatment!

We recently had a fantastic experience with Trulawn. From the moment we requested a quote, everything moved quickly and smoothly. We paid our deposit and, within 48 hours, due to a short notice cancellation were offed the slot our beautiful new lawn was professionally laid. It looks absolutely stunning.
The two gentlemen who carried out the installation were exceptionally helpful, polite, and professional throughout. They took real pride in their work and went the extra mile to leave our garden spotless—clearing away every bit of debris and ensuring everything was tidy before they left.
A genuinely impressive service from start to finish.

If I could give these guys more stars i would.

We are over the moon with service. The workers (Billy and his team) were a great bunch of lads, polite, friendly and professional. Had our fair share of tradesman through our door recently and I've got to say it was a breath of fresh air the vibe these lads brought to the table!

Nothing was to much hassle, always kept me informed of the steps they were taking and making sure throughout i was happy.

Unfortunately there was a small problem with the fence but they came straight back out and corrected it. No hassle no arguments just sorted it!

Honestly if you want to get your lawn done use tru lawn have zero regrets. Thank you so much guys from making our garden looking like the battle of the somme to what it is now!!

Jono and nat 🙂

Best football pitch ever! The quality is excellent, looks great, installation team very professional, considerate and efficient .

Our grass flooded every year and finally bit the bullet and went for artificial. Charles came round to do our quote and he was so incredibly helpful. Didn’t become short when I asked question after question being worried about something going wrong. Quote was £1000 cheaper than another company. The team turned up at half 8 as planned and worked so hard barely taking a break. Put our washing line back in which I know was a pain in the arse for them!! All very friendly which may or may not have had something to do with our puppy!! Anyway, finished product is amazing, no more flooding and much better for the dog. Go for it!!

The fitters worked so hard and went the extra mile with my garden. Top tier gentleman

5 star service from start to finish. We wanted to lay some artificial grass in our playground for children with additional needs. We wanted the area to look nice and be safe, The service from our initial enquiry through to site visit and then installation was highly professional from everyone along the way and the work was of a very high standard. The follow up information was also valuable and well received. I would highly recommend Trulawn for value for money, amazing service and quality workmanship.

Their workmanship was excellent, they are a really nice with good mannerism and they are extremely tidy, really good and we are very pleased with work. However our Canopy was damaged by the equipment they used, and trying to get a response from the office for a resolve was very poor. The person responsible hadn't advise the office about the accident apparently. I have only just received the compensation for our claim from their insurers, which was an ongoing issue with me having to chase them for a response. I would be happy to recommend them, their work and honesty was really nice, accidents do happen. I just wish their insurers and office acted faster, I can deal with incidents and knowing there will be a resolve but I just don't like having to chase these issues.