3.5 / 5
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2.5
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3
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4.5
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Usually stable businesses have more than 5 authority websites mentions, this one has 11 authority websites mentions and 0 mentions in other websites
Based on 2527 reviews
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Grass247.co.uk Review
Buy or View Artificial Grass Outdoor Carpet and Artificial Grass Accessories Free Fast Delivery on orders over 100
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Last update: Wed, Mar 9, 2022 3:40 AM
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
I rang back at 15.40 to be told they tried delivering it at 13.30 and there was nobody onsite.
This has lead to me waiting a further 2 weeks for the turf as they were closed over christmas so leaving a job unfinished and balance not received!
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)
ben eaves
owner at adventure awaits day nursery
and
ben eaves contractors
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)
Sat 28th Aug ordered samples.
Samples arrived on the 1st Oct.
Made the order of Balcombe Vale 37, order was width 4m, length 7m made (28 sqm) on the 3rd Oct and paid for express delivery so it would arrive on the Saturday as the gardeners were due to be here that day.
Saturday 5th Oct comes and goes and no grass, it rained all weekend so wasn't a big issue as gardeners postponed. I emailed regarding the express delivery fee and this was refunded. Many thanks.
The grass arrived on Monday 7th Oct, nicely, tightly packed and wrapped, delivery guys were very nice and helpful my wife tells me.
Wednesday 9th - The gardeners had some other work to carry out such as paving, fencing etc and began to only opened the grass on this day.
On opening the grass they thought the quality was poor and not the same as the sample I showed them. However they proceeded to unroll and cut the grass, detailed later. I came home early that day from work around 2pm. I check to see where the gardeners had progressed to, upon doing so I noticed the grass straight away and ask them to stop as they had just started laying the grass. They had only made one cut and all widths had been untouched.
I called grass 247 to mention the difference in grass and the immediate issue. After discussing with someone I Sent pictures and emailed them over at 2:50pm.
Wednesday 9th 3:19pm *Personal information removed by Feefo* emailed back saying they would not be able to replace it due to it being cut and that they "would be happy to look at some kind of gesture of good will for the piece due to it being incorrect." this totally disregards the fact they sent the wrong grass and labelled it incorrectly plus the monetary differences between the product ordered, and the one delivered although it was clearly communicated that it was an inferior product and not wanted regardless.
After I spoke with *Personal information removed by Feefo* who seemed very helpful and understanding (later turns out he is management apparently). We discussed at length different options and followed up with and email stating "I am sincerely sorry that what you have been delivered whilst packaged well and labelled seemingly correctly was in fact incorrect against what you ordered from us. I can assure you this mistake can and does happened as the dispatch team are cutting, packaging and labelling in excess of 2000 cuts a day, and there is room for human error." Finally some ownership on their part as I had been completely transparent. During our discussion *Personal information removed by Feefo* ask me to measure up total undisturbed square areas, which i did.
The gardeners cut the piece at around 4600, trying to be fair as I doubt they cut this straight, plus they made a small vertical cut in the larger piece of around 8cm I gave the following measurements & still stand by these today:
4000 x 4400
4000 x 2300
I am also aware that this is sold in meter lengths, so in my mind I thought this would be reduced to 4x4 and 4x2 to which I was, still am willing to pay for the wasted 4sqm of the total amount. You would imagine they woule be able to cut the excess off in a straigh line with their machinery.
Friday 11th Oct - I received an email from *Personal information removed by Feefo* (Team Leader, apparently), the email outlined that she has been briefed by *Personal information removed by Feefo* and that they would like to positively resolve this issue. After several means of communication it was arranged that Grass 247 would collect the incorrect grass on Wednesday, check the condition on Thursday and send out the correct grass on Friday. To which I was very grateful for as I was on a timescale for Saturday as the gardeners were returning and Sunday would be my 2 year olds birthday party. While talking to *Personal information removed by Feefo* I expressed that it may have been a issue that the sample was incorrect which would explain a lot. However, *Personal information removed by Feefo* also stated on the phone and over email that "I appreciate you are a little doubtful as you have received an incorrect item on this occasion however, the product you have ordered is currently the only product we have with a green latex backing. We do not have any other product with the same colour backing. On this basis, we can confirm the sample you have received is correct". I thought fair enough at this point.
Wednesday 15th Oct - The day of arranged collection. A single delivery driver (*Personal information removed by Feefo*) turns up and is unable to carry such a heavy load alone, with my wife unable to help due to it being to heavy. *Personal information removed by Feefo* was extremely nice and helpful. *Personal information removed by Feefo* called to office to explain the situation and spoke to *Personal information removed by Feefo*. *Personal information removed by Feefo* put the phone on speaker while my wife also had me on speaker so i could listen as I was at work. *Personal information removed by Feefo* straight away claimed that I would have been told that my assistance would have been required. This simply was not the case, pure lie, as I would have stayed at home for the day in order to get this sorted in a timely manner. My wife spoke to *Personal information removed by Feefo* to state that this was not the case and was not communicated within the email by *Personal information removed by Feefo*. *Personal information removed by Feefo* then started to get quite argumentative with any reluctance to solve the issue. *Personal information removed by Feefo* then tried to confirm with *Personal information removed by Feefo* after making claims she already made regarding assistance. 2 drivers delivered the goods so My wife and I possibly would have assumed they would sent 2 to collect, but it honestly didn't cross our minds at any point, was if for us to think about one would ask. *Personal information removed by Feefo* then insisted that my wife could help carry the load, even after being told by *Personal information removed by Feefo* that this was to tall of an ask. The phone call then ended with no real resolution, however *Personal information removed by Feefo* could sense the stress this was giving my wife. *Personal information removed by Feefo* then went above & beyond rearranging his route so he could come by at a later time extending his day. He worked out he could be back by us for 5pm. To which I left work early so I could assist. *Personal information removed by Feefo* came back at 5 and we lifted the load together, my wife also helped due to the length. Only if other staff were as honest and helpful as *Personal information removed by Feefo* (that man needs a raise, promotion or something), really good genuine guy. Easily 5 stars for *Personal information removed by Feefo* if that could be a separate review.
Thursday 16th - I call the office around 9:30 (Approx) to speak with *Personal information removed by Feefo* as she said she would personally check the return. I was told by *Personal information removed by Feefo* that *Personal information removed by Feefo* would call me back. I call again at lunch time, again promised a call back from *Personal information removed by Feefo* by *Personal information removed by Feefo*. No returned call, but an email received by *Personal information removed by Feefo* stating that the condition or the return is not suitable. "Upon receipt of the rolls, our senior management conducted a check of the items as we explained and have determined that the goods are no longer in a resell-able condition. This is due to the severe fraying along the edges of the grass and the soaked material." I was clear with *Personal information removed by Feefo* that the grass was wet and in the garden, it was also made clear that the grass had been cut once, hence the conservative measurements I gave prior to return to ensure there where no issue. Would there have been fraying, yes, along one side of each piece that was cut. Unless they are not happy with the other untouched sides that would be in the same condition that I received. The fraying side could have been cut to resale sizing quite easily too. Regarding the grass being wet, its an outdoor product, plus i was never informed that it must be dry and informed *Personal information removed by Feefo* that its was in my garden during a wet week. Surely the product will dry undamaged its made of plastic (Polypropylene & Polyethylene). Bare in mind I have been completely transparent throughout. *Personal information removed by Feefo* email also said they would be returning the unwanted goods anyway, along with the following two options:
Option 1 - We will issue a 25% refund on the order value (£105.18)
or
Option 2 - Should you wish to purchase a replacement section, we would be happy to offer a 50% discount on this..
I tried calling to speak with *Personal information removed by Feefo* again to explain that this was not wanted nor acceptable in my opinion. I wanted to open a discussion to resolve the issue. *Personal information removed by Feefo* did not get back to me all day. Around 4:30pm after trying to call a number of times I asked to speak with a manager or someone. *Personal information removed by Feefo* then put me through to *Personal information removed by Feefo* manager, *Personal information removed by Feefo* (person I spoke with on the 9th ). *Personal information removed by Feefo* was aware of the situation and went through *Personal information removed by Feefo* email regarding the two options again. I stated that I was happy with option 2 as I didn't want to be forced to purchase the inferior product, especially given that nobody even knew what that product was, so I could have been paying over market value for a product I didn't even want. *Personal information removed by Feefo* agreed and understood my point. I then pointed out that I would currently be owed an unknown amount of money for the difference in cost anyway to which he somewhat agreed. We determined that we would need to find out what the product actually was. I believe this task was given to *Personal information removed by Feefo* (might be wrong names).
I spoke to *Personal information removed by Feefo* again about 6:30pm to try an arrange for the grass I wanted to be delivered on Friday but was informed it was to late to arrange now, we agree to pick this up the next day as it was late. After hanging up it dawned on me that *Personal information removed by Feefo* already had a delivery slot booked for me, to deliver the old unwanted grass. I then called again to try and catch *Personal information removed by Feefo* at 6:45 (they close at 8pm) but he had already left. So I spoke with *Personal information removed by Feefo* who was pretty genuine I believe. He said that the vans would have been already packed and was too late to change as they leave first thing in the morning. I then asked *Personal information removed by Feefo* about my original order and the quality of it, he said he had some on his desk. He stated it was one of the better products to which I asked him what colour the back was. To my surprise he said "black", this clearly contradicts what *Personal information removed by Feefo* had previously stated in her email and over the phone that the Balcombe Vale had green backing and was the ONLY product with green backing confirming I had the correct sample. *Personal information removed by Feefo* also stated that delivery for Saturday would be possible due to weight for weekend delivery and the amount I required, but only if I managed to sort this out before 12pm Friday
Friday 17th Oct - In the morning I tried to get in contact with *Personal information removed by Feefo* again unsuccessfully. I also received a text stating a delivery was due between 1pm and 4pm ( for the old grass return). I spoke with another gentleman whos name I can't remember. He said *Personal information removed by Feefo* was in a meeting (they have a lot of meeting at Grass 247), so he read up the notes on their system and said it was best I spoke with *Personal information removed by Feefo*, I said I want this resolved before 12 as a result of what *Personal information removed by Feefo* informed me about regarding delivery slots etc. 11:30pm and *Personal information removed by Feefo* had not been in contact so i called again and spoke to the same gentleman whos name i've forgotten. I mentioned the 50% discount offered to me and was happy to pay this in order to get the desired grass in time for the gardeners and my sons 2nd birthday party on Sunday. The gentleman then informed me that they don't even have any Balcome Vale in stock and would have to order from supplier so Saturday delivery would be impossible, he was also honest about not being sure whether or not what I would get would match my sample and would be best to order samples again. This leads me to believe that they had zero intention of providing me with the correct grass on Friday as they didn't have any stock, to which leads me to further believe that they had zero intention in approving the condition of the returned grass. Something very suspect going on here.
After lunch, around 2pm I received a call from grass247. I thought it may be *Personal information removed by Feefo* finally getting back to me but it wasn't, it was *Personal information removed by Feefo*. *Personal information removed by Feefo* said he was tasked with trying to match the grass I received and identifying to which range it matched (which clear indicated they have no idea what they originally sent me). He said he compared it with all possible products and had come to the conclusion, to my absolute surprise he claimed, it was actually in fact Balcombe Vale. In disbelief I laughed, said no way, explained the different colour backings and what *Personal information removed by Feefo* (team leader) explained about the green backing. To which he replied that it was a new batch, I questioned him on this stating that the quality is completely different and that they may want to bring this up with their supplier if that is the case. They are now essentially receiving hamburgers instead of the quaterpounders they were before the new batch. furthermore they are selling hamburgers while still advertising them as quaterpounders for the same price.
I believe this is a total lie as it contradicts everything, including them agreeing they are different products on evidence of my photos, Third party (Gardeners) saying they are completely different etc etc. I am happy for anyone to come and compare the two samples I have. The call ended without resolution. When I got a minute I called and spoke with *Personal information removed by Feefo* who has now ordered me some new samples including Balcome Vale. I asked *Personal information removed by Feefo* about the delivery and he confirmed with *Personal information removed by Feefo* that nothing was coming out as I was clear that i didn't want, nor had any use for the inferior grass. 10mins later my wife calls and said a delivery driver has turnt up and she panicked and refused delivery as she didn't know what to do and was totally stressed out about the situation. As she is telling me this on the phone I get a call from the delivery driver. I answered his call to explain that he was at the right address and that my wife claimed didn't want to receive the delivery and simply panicked and lied about it being the wrong address as he was understandably totally confused. We spoke a little so I asked what the delivery note said. He said it stated it was a returned product being redelivered, I then asked if it says what the product name was, his reply was something like heathmore. Since then i've checked the website and this doesn't match so i'm assuming i've misheard. He could have said Heather or Hawksley Moor, both of which are 32mm products so would possibly make sense.
I'm expecting some samples on Monday/Tuesday so lets see what turns up. Part of me think they will send an incorrect sample of whatever they originally sent me with a Balcome vale tag, which will quickly be compared to the original sample I still have along with a piece of the sent grass sample I have.
Key points:
Sample does not match what was delivered.
Overlooked monetary value difference in products
Claimed that backing was the only green product, then conflicted statements.
Claimed they would be happy to deliver correct product on Friday although another member stated it was out of stock.
Seems as though they had no intentions of accepting return. Aided by the fact they had no Balcombe Vale stock but planned transit prior.
Later claimed it was the correct product although differences are clear for anyone to see.
Poor communication throughout (particularly *Personal information removed by Feefo*).
Customer had to chase consistently.
Still unresolved at least 12days later.
Unwilling to take responsibility although I have accepted my error of not checking and gardeners cutting.
I haven't given the 1 star (can't give 0) review as I believe there is an amicable solution to the ongoing dispute. I also believe that there has simply been a number of unfortunate errors, on both sides, which have caused complete confusion all around. All I Want is the Grass I believed I was originally ordering and not to pay twice for it. Currently they have £405 of mine and I have nothing.
I will update this review once concluded.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)
Usually stable businesses have more than 5 authority websites mentions, this one has 11 authority websites mentions and 0 mentions in other websites
Grass247.co.uk Review
Buy or View Artificial Grass Outdoor Carpet and Artificial Grass Accessories Free Fast Delivery on orders over 100
Grass247.co.uk Customer Service Contacts
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3 years ago
review by X. D.