Turf Factory DirectReviews of turffactorydirect.com

Poor customer service and inability to provide answers or address problems.

The turf itself is excellent. It came in good condition and we are pleased with the product. We ordered >1200 square feet of pet friendly turf and our dog seems to like it as much as we do. Unfortunately, we had a very terrible experience with the delivery of our turf, and this is the reason for only giving two stars. We do live in a rural area, and we are accustomed to waiting longer for things to be delivered to us here than we would have to if we lived closer to a big city. I waited >10 business days (the length the TFD website states is typically required to deliver products to "rural areas and islands") before inquiring about the status of our turf. I ended up having to call three different shipping carriers just to try and locate it [it was shipped from Georgia via a large carrier, then passed off to a smaller carrier for the second leg of the delivery (to our home), then passed to a third carrier when the second realized how far away we lived, and then passed back to the second carrier when the third carrier realized the same thing]. Ultimately this ended with me being told "sorry, nothing we can do" by the shipping carrier. This led to at least 30 email exchanges and >10 phone calls between myself, my husband, the main shipping carrier, and a representative from TFD to try and get things sorted out over many weeks. At one point we got so frustrated and tired of waiting that we offered to rent a trailer and drive 3 hours round trip to go pick it up at a location that was more favorable for the shipping carrier. This ended up not working for them because "we didn't have a delivery address there" (obviously, because we don't live there. Our delivery address is our home, where they had refused to deliver the turf for many weeks at that point). Ultimately, it took 5 weeks from the date we ordered the turf until the day it arrived. Meanwhile, our dog couldn't be in our backyard because we had the entire yard prepped for the turf installation with weed barrier, etc. The whole process ended up being extremely frustrating and time consuming. TFD should not have sold us the turf if they weren't confident they could deliver it. Beyond that, we shouldn't have been the ones responsible for trying to figure out how to get it delivered successfully once the issues arose. It should also be noted that TFD was relatively responsive via email and phone while the issue was ongoing and at one point offered us a small refund in order to try and compensate us for the negative experience we were having. When the turf finally was delivered, however, and we tried to reach out to them to obtain said refund, it was extremely difficulty to get a hold of anyone for over a week. In summary, we are happy with the product, but cannot recommend TFD based on our negative delivery experience.

So far so good

Great! Thank you!

Seriously the easiest process - website great - samples and order arrived quickly ~ easy easy easy install! Our yard looks amazing and we saved over $15k doing it ourselves! Thank you Turf Factory Direct

The product is okay, but the freight company, Southeastern Freight Lines, was horrible. The driver was quite rude and despite delivering my turf on a truck with the ability to lower my turf to the ground, he made it clear that he would NOT use the lifter to help me get the turf out of his truck because I did not pay the additional $250 for that delivery service. I SHOULD have told him to go screw himself when he refused to even dump my turf on the ground. Am I confused as to the meaning of the word "deliver"? I should have told him that since he was unwilling to even THROW/DUMP my turf, he could just take it back. If this freight company (Southeastern Freight Lines) is representative of your business, I will never recommend you to anyone. Be careful with whom you choose to affiliate TFD. This freight company reflects very poorly on YOU and YOUR company.

Staff was very friendly and helpful when I contacted them. My order came exactly as I was expecting it. I ordered putting green turf and it’s been great.

Products, service, and experience are great!