Michael P.
Grass is good. Beware of shipping issues
The quality of the grass is very similar to what I'm able to find at local artificial turf companies but Turf Factory Direct offers the turf for about $0.15 per square foot cheaper than the equivalent quality product at my local turf companies. The big problem that I have had with the company is that they ship the product through a third party company and it is your responsibility to get it off the truck. They only deliver Monday - Friday from 8:00am - 5:00pm and after a few weeks of not being able to track the shipment, they will finally call you and tell you that you have to schedule the delivery of the turf within the next week and if you are unable to be home with a few strong people or some heavy lifting equipment, then they will start charging you a $25 daily fee until you are able to get that set up. If you are someone who works the standard Monday - Friday 8:00am - 5:00pm, you will be charged indefinitely because they will not drop the turf any other time. I do not recommend purchasing from Turf Factory Direct unless you, and a few strong friends are typically home during weekdays.
Response from Turf Factory DirectJun 8, 2020
Hi Michael, Thank you for your review. We appreciate and welcome feedback from our customers. We noticed you did order our TFD 40 Special which is our limited stock product. We do offer free shipping with the exception of the $99 residential fee which is charged by the freight company. The weight of the roll is approximately 250 lbs. Typically, the drivers make every effort to help offload the rolls. Unfortunately, in the turf industry at this time, there is not an option for white-glove service because of the roll size. We make every effort to help provide this information in detail to our customers on the shipping information page, as well as, in the body of the invoice we email over when the shipment is picked up. Ryan just informed us he is working to resolve the issue as quickly as possible. We apologize they're only able to deliver during business hours. This is typical of freight and parcel carriers such as USPS and UPS We are unsure of the difficulties in your particular area with limitations for semi-trucks. This may have contributed to the timing as well. It is very rare the freight companies attempt to charge a storage fee. Those fees must be approved through us because we are the payor on the invoice. At that point, we work with the freight company to resolve any storage fees and typically we try to pay those to provide top-notch customer service to our customers. Per our last conversation with XGSI, they were willing to hold the freight at no charge for storage if it was delivered within two weeks. We would love to discuss in further detail with you about the exchange with the freight company after the delivery is made. Again, Ryan is working to solve the issue as quickly as possible. Thank you again for your feedback.