Lawn N Turf (no lawn, no turf)
I placed my order for turf delivery with Lawn N Order Ltd (trading as TurfStore) on 29 July for a Friday delivery.
I checked with the company (via the online chat facility on their website) if a Friday delivery would be possible, which they confirmed and advised that I also specify this requirement in the Notes field while placing the order online, which I did. The turf was delivered on Thursday and I refused the delivery as it could not be laid immediately (the driver was not best pleased). I also noticed that the turf appeared very dry and yellowing round the edges, and called the company to raise my concern that if the same turf were to be delivered the following day, it would be in even worse condition and not usable. I was re-assured that the company stood behind its product and if there was an issue with the turf, they would either refund or replace. The turf delivered on Friday was of non-merchantable quality - dried out and yellow (and the driver could not help but say that I caused him inconvenience - not sure why he blamed me as I clearly specified in the order form that I wanted a Friday and not a Thursday delivery). I contacted the company and requested a refund (I had no confidence that any replacement turf would be in a better condition). There was some delay in their response but I received an apology for the delay (apparently due to a member of staff being on holiday) and they agreed the full refund (yet to clear into my account - was told it can take 10 days!). I have also asked the company to collect the unusable turf from my driveway and was told that as it is a pallet job, there would be a charge. I informed them that the Consumer Rights Act 2015 makes it an implied term of the contract that goods must be as described, of satisfactory quality and fit for purpose (which the delivered turf was not). Any returns policy that states that the customer has to cover the cost of returning the goods must only relate to the situation where the customer changes his/her mind and not where there is a problem with the goods.
I asked Lawn N Turf (TurfStore) to confirm whether they would be collecting the turf of reimburse me for the cost of returning it/disposing of it. Despite chasing a couple of times already, the company is not responding to my emails. This is not the behaviour of a reputable business. I gave them two stars because they did not dispute the refund but I am now left with a pile of dried out turf in my driveway and my emails regarding its collection are being ignored. I have also had to source new turf from elsewhere and re-arrange my turf layers that all cost me additional time and inconvenience.