Ashley
Visually great but the smell is almost unbearable at times
UPDATE: 3/24/2023 decrease to 2 Stars The look and feel of the grass, fantastic. The smell? Awful. As soon as it heats up or is just in the sun a bit, it warmed up to 40s recently but sunny, the grass smells so, so bad. We followed the directions for install to a tee. We’ve tried the recommended infill, we’ve tried deodorizers, we have tried everything. Not sure if this is an issue with all fake turf or just this product in particular, which based on my research was higher end. The product is visual great but the smell makes me daily think about taking it out and planting grass seed. Update 6/6/2022: increase from 2 to 4 star. Artificial Turf Supply themselves were very responsive (via email and phone) and worked almost daily to make sure we got our turf. The only thing preventing this from being a 5 star review is the headache of the delivery. We had to rearrange our work schedule (meetings, clients, patients), I work 8 days on at the hospital second shift and was getting 3-4 hours of sleep getting up early and trying to catch the delivery before work. It took us 3 times. We also had to get three different groups of people to help us who had to travel and then the delivery didn't show up. There was a lot of miscommunication with the delivery company between the scheduler and the actual driver. It took us and Artificial Turf Supply reaching out to them multiple times, rescheduling, canceling on us etc to get a date and time nailed down. The driver himself was wonderful and even navigated the truck into a tight spot in the alley to make unloading easier for us. Now that the turf is installed: we love it! Great quality, color, feel. We used the envrofill (now available at home depot!). The dogs love to play and nap on it, doesn't pull or kick up the infill. Cleans up easy. Time will tell on durability, but so far it is great! So far it has been a terrible experience. The delivery company contacted us on a Friday morning, wanting to deliver on the following Monday. Since the customer is responsible for unloading from the vehicle we had to make sure we had the needed people to do so. They told us we didn't need to decided on the date right now and could work things out and call back. We quickly rescheduled work stuff and got some helping hands. Called back within hour to confirm and no one would answer and got a full mailbox. We figured Monday was a no go now as it was past 5 and we could never get ahold of anyone before the weekend. Come Monday morning, called first thing to see about delivery Tuesday, were told it was on the truck and on its way now. Again, scramble to re-get people we told we no longer needed. It was the end of our delivery time window and no one showed up. We called the delivery company again only to be told the truck broke down (thanks for letting us know?) and won't be able to do anything to Wednesday. Again, we rearranged our schedules and have people to help us...no on will answer the phones to set up a time and getting a full mailbox. We don't have our turf yet but will update when we do...so far I regret buying from Artificial Turf Supply.
Response from Artificial Turf SupplyMay 24, 2022
6/7: We appreciate the update and that you love the turf!! Thank you for the opportunity to assist you with the delivery and help make it happen. We appreciate the candid feedback and are sorry that the delivery of your order has not met expectations. We absolutely understand your frustrations and will do our best to mitigate this issue, for your order, as well as future clients. While ATS encourages you to directly correspond with the logistics company, when running into roadblocks like this - we are here to help and will do everything in our power to make it right if we are made aware of the situation. As of today, we have connected with the logistics company and confirmed a delivery appointment for tomorrow. We have marked your order as a HOT shipment and will continue to follow up until you have received it in your hands.