Turf Factory DirectReviews of turffactorydirect.com

Response from Turf Factory DirectJun 12, 2020

Hi Mr. Kafarani, As a customer, we appreciate your feedback. I have looked in-depth about your complaint and how we handled the situation. I show an email from you on May 19th at 2:39 PM inquiring about our turf, within 10 minutes at 2:48 PM, Ryan responded back. I then show an email sent from you on June 10th at 11:07 PM. On June 11th at 9:07 AM, I show a response email from Ryan in regards to your complaint. After Ryan's response, we do not show an email in the thread and have not received any response until your review was submitted to us. I am going to copy and paste those emails in their original form, however, I am going to retract any private information to protect your identity. Attachments Jun 10, 2020, 11:07 PM (2 days ago) to me Ryan, I received my order which I made sure it was 600 sq. ft but I don’t I think I got 600SF. The measured area was estimated at 550sf and I ordered 50 extra but seems we are short on 150sf. I remeasured it my self and it is 550 so I don’t know what went wrong and why I didn’t receive 600 SF as I ordered! Also see attached image showing 2 different colors of your grass! The first 10’ from the role has lighter green color which absolutely disappointing. Regards, (retracted for privacy) Attachments area [email protected] Jun 11, 2020, 9:17 AM (1 day ago) Hello, I sincerely apologize for the inconvenience. I pulled your paper, and I can confirm that we sent you a 15'X40' totaling 600 square feet. Since you have already cut the product there is not a lot we can do at this point in terms of a claim. The reason for the difference in color is because you have the grass lying in different directions. All of our outdoor products, whether landscape or sportsfield, are directional. If they are not laid in the same direction, it will create the appearance of different shades of green. I will look into if we have another 10 or so feet left in this particular dye-lot, and perhaps we can work something out. Ryan (retracted for privacy) Sales Specialist [email protected] | 800-496-3092 The email contained a picture supplied by you which shows a color change. This is what Ryan was responding to. All artificial turf is directional. The blades of grass much follow the same pile direction or it will appear the material is a different color. Information about this can be found on our installation guide on our website. In addition, the turf you order was shipped on one roll. The roll size was a 15x40, which is in fact 600 sq ft. In your email, you stated you measured and the area was 550 s/f, therefore you ordered extra. When measuring to install turf, it is important to get the full square footage of the area, but more importantly, measure the length and width appropriately with our standard 15' widths. Because of the standard width, occasionally, the order may need to be more than 50 sq ft extra to avoid patching the material together. This is what the picture you sent us shows. A guide for measuring for the order can be found on our website here: https://turffactorydirect.com/2020/05/15/how-to-order-artificial-grass/ In response to Ryan's email, he is correct, we state several times online, before installing the turf we need to be notified of any discrepancies PRIOR TO the material being altered in any way. This protects both our company and the customer. We clearly state we do not accept returns if the material is altered unless there is a warranty claim. Regardless of this, we try in every way possible to assist our customers. It is unheard in the turf industry for a company to attempt to remedy a situation once the material has been altered. We made an effort to remedy the situation and we did not receive a return email. It is not our desire to refute what customers are telling us, which is why we make every effort to assist against even our own policies. We also sent a much higher quality material than your original order was placed for. We are available Monday-Friday from 8:30 AM- 5:30 PM EST. If all of our sales staff and customer service agents are on the line, customers are placed in a queue for up to five minutes, therefore, we rarely miss calls. It is definitely possible, however, if you call after hours, you may receive an immediate voicemail. Again, we appreciate your feedback, but we feel as though we attempted to remedy a situation that refutes our return policy in an effort to assist you with the best customer service. Please, contact us at any time if you have any other questions or concerns. Thank you, Chandra Hall

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

Response from Turf Factory DirectApr 5, 2020

Hi Mr. Gettis, We genuinely apologize for the lack of response and customer service you received from us. We sent over a formal apology via email earlier today (Sunday). Thank you for taking my call and allowing us to turn an issue into a solution. THANK YOU! -Turf Factory Direct