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“Shocking turf quality, delivery and post sales service”

written by houghtonbirds on 25/04/2014

I very rarely leave bad reviews (only positive ones) but I have never dealt with a company like this before.

I placed my very first order of garden turf with www.onlineturf.co.uk as aposed to using my local B&Q. I have been pleased with B&Q's turf in the past but wanted to see what the difference in quality was like. I also wanted 10 rolls so wanted to use a reputable company like onlineturf.co.uk who could deliver quickly.

The pre-sales online journey was great, the pre-delivery information and communication was good too. It all started to go wrong once I had received my delivery that was 75% unusable. The turf had dried out, 4 rolls were completely unusable and the remainder I had to piece together like a jigsaw.

I contacted online turf straight away and spoke to Lewis. He didn't seem shocked that I had received such a poor delivery but asked me to lay what i could and then call back after the bank holiday confirming how many rolls I needed.

The delivery chap also mentioned (in his words) "looks awful, it must be too early to lay turf".

When I contacted Lewis again on the Tuesday via Live Chat my chat session was quickly aborted so gathered someone was intentionally avoiding my Chat. I then tried the commercial chat option, "and what a surprise" I got straight through and the guy transfered me to Lewis.

Lewis did not apologise when I confirmed that 4 out of the 10 rolls were completely unusable and the rest were of a poor quality. I had to ask for an apology!

I asked for another 4 replacement rolls to be sent but they couldn't do this because of the cost implications (ignoring the fact that I could not finish my project during the bank holiday and wanted to match the turf tone exactly). I was asked to just accept a refund for 4 rolls which has yet to materialise.

I would strongly urge anyone with a smaller order not to use www.onlineturf.co.uk as they do not care about their non commercial customers. The turf quality was not a patch on your usual DIY offering and the after sales was shocking.

Very disappointed customer!