Nicholas V.
Turf direct is horrible
I call for sample packages. I get them no problem. I lay out whole project call to order. All the prices Turf Direct sent in package are under the cost Turf Direct sells them. On website it says fringe can be purchased in linear ft. Turf Direct says no has to be purchased 15’x15’ minimum then it goes to linear ft. Everything is linear ft after 15’ Turf Direct tells me. No duh. I don’t know why K9 fringe is the only one that say it can be sold in linear ft. Only to find out that Turf Direct can’t deliver to house so I’d have to rent a truck and pick it up. After the price changes the extra footage I’d have to order and truck rental it only comes to a extra $1500.00. Turf Direct is horrible to deal with.
Response from Turf Factory DirectJun 1, 2020
Mr. Vaccaro, Thank you for your feedback. We are sorry you were not happy with our service. Yes, we did make a mistake on a few sample packages and sent dealer kits instead of individual customer boxes. At the time the mistake was made, we were working remotely with a smaller staff. The price list is only included in vendor boxes, which is for vendors who stock our products in large volume. Each of these vendors set up and arrange their own freight as well. All of the pricing for individual customers are listed on our website. We apologize for the error on our end for this. We will refund you the full $15 cost of your sample kit. Yes, in fact, turf is sold by the linear ft. The width is standard 15' for 99% of our orders and 12' for about 1% of our products. On the website, we state the minimum amount is 15'x15'. We set the minimum length in the ordering process as well. This way, customers cannot purchase less than 15' in length. Unfortunately, 15'x15' is the minimum amount of material we can cut due to the high cost of freight. With that being said, I spoke with Ryan about the mentioned residential delivery situation. The cost of residential freight is $99. Each freight company charges this as an accessorial fee. At Turf Factory Direct, we pay the upfront base freight charge, with the exception of the residential fee which we charge to each customer for this service. Of course, if you decide to pick up the material, we waive the $99 residential fee as it would not apply to your order. Information about this fee is in various places on our website. The only way we cannot deliver the turf to your home is the rare occasion a 53' tractor-trailer cannot access your residence. In some locations, freight companies have access to smaller box trucks; however, we cannot make a guarantee of this as we are unsure of their routing and if a smaller truck would be available. We ship a large volume of residential shipments, and accessibility is rarely an issue. Again, we apologize for any confusion. We would love a chance to work with you on the order and to resolve the issue. We just wanted to take a moment to respond and hopefully clear up any misunderstandings. We thank you for your time and consideration of our company. Thanks, Chandra