“I expect this company is usually good looking at other reviews, but unfortunately my experience wasn't very good. I have a feeling that the issues may have been more to do with the haulage company as opposed directly turf online, but ultimately the delivery is part of the package when purchasing.
I arranged a Friday delivery (anytime 08.00 - 18.00) and booked the day off work, by 16.00 nothing had arrived so I contacted the company to just make sure the delivery was due on that day. This was confirmed and I was informed that if there were any issues after they spoke to the courier they would let me know. (the website does state they would contact you regarding any delivery difficulties). I didn't receive a call to say there was was an issue, but also didn't receive any turf on that day.
As the company isn't open over the weekend I called them on Monday of which they weren't aware I hadn't received my delivery, but said they would arrange another delivery for Tuesday. (I had to request that a new batch of turf be delivered in as I didn't want any turf that had been left rolled up somewhere over the weekend). Later on Monday evening I received a call from the haulage company offering to deliver the original consignment from Friday of which I refused as the turf would be damaged being left rolled up for over 48 hours.
I took another day off work to receive the delivery on Tuesday which arrived an 07:30 am, and after inspection was confirmed as the wrong order and designated for someone else even though the sheet on the turf indicated my details. Again after another call to the company they arranged for my delivery to be completed that day which it did and the wrong delivery was taken away. This was finally all achieved by 17:00 in the evening.
I apologise for the essay, but a review was requested, so I'm giving it. I also still gave two stars as the company did try and resolve the issues and were polite and a little apologetic in their communications. Ultimately I still believe this was the couriers issue, but I'm not sure who it cost more to, either my two days off work to receive a delivery or the three haulage costs and double turf amount, but I would still have expected something from the company as an apology considering their mantra on the website about customer relations.
The turf once arrived though looks good and hopefully will be a great lawn, may be this was a one off issue, but I'll unlikely be recommending them to anyone else based on my experience.”
“I paid extra to have my turf delivered before 11am. I phoned turfonline mid morning to check and they said it would be delivered before 11am.
I then phoned them at 1pm to ask where my turf was. I was put on hold 3 times before I spoke to someone who could deal with the problem. I was then told although they could see I had paid extra for early delivery the info had not been sent through to the other depot. The turf should be with me between 2.30pm and 3.30pm. It didn't so I phoned again and was told someone would call me back. They didn't. It arrived at 5pm which was too late and I had paid a guy £10 an hour to help but he had nothing to do all day. I had to take another day off work and pay the hired guy another day at £10 an hour. I also had to apologise to clients that the work I was supposed to take to them would be a day late.
I run my own business and would be horrified if a mistake like this had been made. This kind of mistake should never happen. It is simple information.
Also I paid for 2 tubs of pre fertiliser. Only one tub was delivered.
Turfonline. Please don't insult me with offering to refund the early delivery charge. It is a drop in the ocean as to what you have cost me today and will cost me tomorrow. Needless to say I will not be using you for future projects.
A very unhappy.
“Sadly a poor experience. The product itself was of high quality but communication and delivery was a let down.
I received a phone call early on from turflalnd to advise me my delivery was running late and would not be as expected - which was from 0700 - 1100. I was then informed it would certainly be before 1200.
After making new plans, the turf finally arrived after 1300hrs with no apology - refund -explanation or further communication.”
I have recently purchased turf from yourselves, order number 200000141.
I can honestly say that is has been the worst experience of online purchasing I've ever had!
Firstly I ordered my turf and soil to arrive before 11am on my chosen date paying the extra for it to arrive at this time.
To my surprise at 11:30am I was still without my turf and was then being held up finishing my garden.
I spoke to a member of staff who informed me that there had been an error and that the turf wouldn't be with me until 14:00hrs. I accepted the error and was informed that the shipping charge would be refunded to me.
At this stage I was annoyed but accepted that errors happen.
Again the stated time came and went, I called again around 14:35 to see what was going on. I was then advised that there now was no time but was assured that the driver was on his way to me.
I had now spent the best part of a day waiting for turf!
I had specifically arranged for people to help me lay the turf but by this point I had to send them all home as they had stood around doing nothing already for a number of hours.
I waited and waited and again rang at 16:30 to see if there was any further update with regards to what was going on with the delivery. I was the told that the driver was around 10 minutes away from me, in actual fact the driver didn't turn up for another 45 minutes!
On his arrival there was no apologies and he looked as if he didn't care.
But alas at 17:36 I signed for my delivery and had to get cracking with laying the turf as it needed to be down A. Because I couldn't leave it overnight and risk me damaging the turf and B. I had taken the day off work and had to go back the next day leaving me finishing the work at 21:30hrs!
It was discussed earlier in the day that I would be refunded the shipping and handling charge which was something better than nothing.
On checking my emails today what do I find that I had a credit note for just £18.00???? I paid £25.00!
As I'm sure you can see I am less than impressed with the service I have received and am shocked that you would have the cheek to send me just £18.00!!!!
Considering the service I have already received I'm sure this will end up in a spam folder or ignored but I'm sending it anyway.