Grass Direct Reviews 

I ordered two rolls of grass which were 5m wide. Delivery was calculated and I paid in full. On the day of delivery I didn't receive any communication and nothing arrived, so I called at 5pm and was told deliveries run up to 18:30 so it should still arrive but nothing showed up. The following day after several calls I was told that the order would not be arriving as they could not deliver due to the size and weight of the grass. Only took them 5 days to realise they couldn't fulfill my order and then kept my money for 7-10 days due to the refund process. Awful service and embarrassing for a company of this size.

Poor staff communication, blaming the customer. Rude staff!

Staff in the sales room were extremely helpful in helping me choose the right grass for my family. Answered all questions I had and was able to fit in the delivery around my schedule. Delivery arrived on time and the guys delivering were quite upbeat and playful which was a pleasant change to some delivery guys I’ve had in the past. Grass arrived well packaged and exactly what I was expecting. Overall I’m very pleased with the experience from start to finish. Would definitely recommend.

If I could put zero I would. Absolutely appalling service. Avoid at all costs. Ordered Astro turf which never arrived, went into the shop where I ordered on several occasions to be told various stories ranging from I had not paid for it, to will be at store for collection , all incorrect, store staff unhelpful, saying only customer service can help. No phone number for customer services , only web chat and email. Web chat puts you in a queue , where you are next in line for over an hour. No response to email complaint for over 1 week. Told by store I should get refund as it had never been cut or delivered , then told I can only get 50 per cent back . This saga went on for over 2 months. Disputed with credit card company, but in the meantime, grass direct refunded full amount. End of story ? No . They have helped themselves to the money again from my credit card, ?? I sent an email to them , only to be told I can only resolve via web chat. This has now been going on for nearly 3 months, and I have never seen this Astro turf, AVOID, not worth the stress or hassle

I would give less than 1 star if I could. Ordered from Crewe, only one roll turned up on the original delivery date, yet we were informed none would not arrive yet it did.
We have had 3 further delivery dates yet nothing has arrived, rearranged our schedules every time. No contact from them. We had to contact grass direct every time, only to be told the depo cannot find our order. Laid the first piece as we were assured it would arrive today after two failed attempts to deliver and they will not refund this as we have fitted it ! Absolutely ridiculous service as we can only contact them via live chat or email. Only outward phone number.

Brilliant quality, arrived in good time and excellent customer service. Would definitely order from here again.

Ordered my grass got a dispatch email and 3 weeks later still waiting on the delivery so I cancelled my order and having issues getting refunded complete SCAM avoid this company

Great choice, good range of prices, easy ordering, fantastic customer service. Great quality product.

If I could give no stars I absolutely would.

The time between contacting them and actually receiving a response is beyond disgraceful.

After chasing and chasing and chasing this company we finally agreed we had to completely change what we ordered due to them admitting they would never be getting our second roll in.

They then tried to charge us additionally for what we had already laid ( even though this was done in good faith as we were assured we would be getting our second roll). My husband then asked then to send an email with cost break down of what they thought they would charge us for all of their errors but to seriously have a think before they did so. The lady then came back and said she spoke to a manager whom had said we would not incur additional costs for what we had gone through. (Bear in mind we are already out of pocket for labour and materials)

Today was the date 27/08/2026 we would be receiving our replacement grass between 6. 45 - 9.45 am. Two hrs after it should have been here we had nothing. My husband went on live chat and long story short they are now saying it is a problem route and it would not be out today?! (The first roll of the previous order managed to get here).

So here we are another wasted day, the most awful customer service and no resolution. These people don’t even contact the customer if there is a problem, you just have to sit at home like idiots chasing them.

Other than saying never ever use this company I would also add never order online there is no support whatsoever, we requested to speak with a manager today and was basically refused.

Waited two months and let down twice. Customer service was great though, just the organisation is awful. It is now heading to September and the foundation for the grass is laid and thr weathers turning and no grass.

Helpful and informative regarding product.

Very bad service been a nightmare from start to finish using this Buissnes avoid them

After a slight hiccup with our order this was resolved
promptly and dealt with in a very satisfactory manner.
All staff that we dealt with were always helpful and
obliging. A very good company to deal with.

Easy to order samples and they were deliverd promptly.

*****AVOID AT ALL COSTS*****

Ordered grass at the start of June, then got the confirmation email saying it would delivered in the middle of July (any other company I have used have delivered in a week), so arranged for guys to come back and fit the grass, the day after delivery (who had to be paid and now my sand is all over the place cos it'sbeen weeks 🤬). Delivery day came and only part of my order came, being told the rest would come tomorrow, which it didn't. The only number they have is for SALES, who don't even have a number for aftercare 🤬 Having to use the chatbot is useless as you get a confirmation email to say you'll hear back from someone in 2 working days (LIES), over a week later I get an email asking what is missing, I reply to this within 5mins to get another email back to tell me I'll hear back in 2 working days (ANOTHER LIE) this saga has been going on 3months and I'm trying to get £1000 back off them.

I have been emailing and phoning sales asking for a refund.

Today they were meant to collect the only part I have but are now trying to deliver the missing part of my delivery, which has been a nightmare not only for me but the delivery driver who is telling me is having the same issues all over regularly.

PLEASE AVOID THIS COMPANY AT ALL COSTS!

Ordered grass online, paid more for quick delivery, delivery date/time came & went, only phone number available is the sales team who are very helpful but can only email the delivery department themselves & obviously have loads of phone calls on this issue! Spent 40 minutes on live chat to be told that they couldn't deliver to us as our order was too heavy & they would have to refund (which is rubbish as they delivered a much heavier batch to the same address!) no curtesy phone call to tell us before or after delivery was made. Seems the delivery team & accounts have no number to contact, leaving the sales team to take the complaints 😡 Cost our business a job out of sheer incompetence, Avoid this company!!

Very good looking grass for the price I would have thought it would have been higher priced. The back garden looks great now you could practice you golf putting on it 😀 but apart from the courier service they use DX they best of changing them. Turned up day early on 10th August but wasn't loaded. Then apparently two failed attempts at being delivered. Due to having cameras around from of the house. It showed no one had been.came week later. But still waiting on grass pegs to be delivered has only 2 of three items were loaded.i wouldn't blame the grass company has even they got involved why thing had or hadn't been delivered. But I would look into changing them.but otherwise happy with the grass its self

Fantastic sales advice

Ordered grass never turned up told to pick up from warehouse was told it was in stock waisted 2hour drive time and money , got to warehouse no grass in stock never use this company

Absolutely awful service - I'd love to review the product but unfortunately it still hasn't arrived! We first ordered a 2mx5m cut of artificial grass in store (Romford) in May, were told we'd get the item within 3 weeks max but likely sooner (which worked for us as we needed to receive it before an event we were hosting). Not only did it not arrive on time, but after being another 3 weeks late we ended up having to cancel the order altogether because it was nowhere to be found. Eventually I reordered the item online on the 21st July with a scheduled delivery for the 14th August, spent my day waiting at home after receiving all the delivery notifications with a 3 hour delivery window etc, only for the delivery to be marked as unsuccessful on the app, then updated to delivered (neither was true). I got in touch with customer service today and was told that the order was missing altogether and had never in fact made it to their depot, meaning it would have to be reordered and wouldn't be delivered before September. The only 'gesture of goodwill' I got for the whole ordeal was a refund on the delivery fees, and meanwhile summer is basically over and our garden will have remained without the artificial grass the entire time. Absolutely abysmal service, what a disappointment.