Fresh Patch

Customer service is great. There was a hiccup with delivery out of their control and it was sorted fast by Trace.

Delivery is hopeless, chucked into a public street, stolen and then Fresh Patch basically said whatever it was marked as delivered so we're not responsible. Used the service for ages too, no care or consideration given, not even a slight discount or anything. Just its basically your fault. Never again.

The grass comes so wet my dog won’t use it and not to mention the grass is a rubbish quality considering Sir Walter is $10 for a square and I’m paying $40 for this.

I’ve been a loyal subscriber to Fresh Patch for a number of years, back from my apartment days. From the start of my subscription to present, the service and product has always been quick and reliable. No matter the issue, including when I received a wet patch once due to heavy prolonged bad weather, it is always resolved efficiently. This is… Read more

thanks to Tracey in customer service, who especially goes above and beyond which is rare and valued in any industry today!! Even though we have a yard now, my dog is 100% trained as and prefers inside dog life, so we are subscribers for life.

My experience with this company started off positively, but it seems that their focus has shifted primarily to margins and profits. In recent months, they have switched to a different type of grass that only lasts a week and is lighter, probably to save on distribution costs. This change is very disappointing, as a once-great business is being… Read more

undermined by poor management decisions and a lack of consideration for customers. My advice is to explore other options; there are certainly better alternatives out there.

If I'd wanted a roll of turf I could have bought one from our local hardware to put on our floor , we thought it would come in some cardboard box ..but nope just a roll of turf.

They use aramex so should be removed from consideration for anyone that would actually like to recieve their goods

Great product, bad delivery/customer service – Love the product and how easy it is to replace. However loads of improvement needed on delivery and customer service (pretty much all the negative reviews isnt about the product but the service). I'm not sure if it's them or they partner with a rubbish delivery company (aramex) but have late deliveries multiple times and thier ETA arrival is always inaccurate

Wrong Charge, Not able to cancel subscription, Platform unstable, customer care need change – Terrible customer service, not at all friendly and platform does not work. Was charge different price and customer care team makes it feel like we're benefiting from the mistake they make them selves. Have used it and now move back to PottyPlant with cheaper price, bigger patch and better customer care team. There's honestly so many AI that can just reply for you in a more friendly manners if human are not able to assist in a nice way.

Misleading product and disappointing customer service – Misleading product. What arrived at my doorstep later than expected was a roll of average grass- which could be bought from Bunnings for $7. I paid $97 + shipping which brought it to $115, for two rolls of grass. I’d had thought there would some cardboard tray supplied for that price. I do not recommend this product at all, save yourself $90 and… Read more

take a trip to Bunnings. After emailing the team to see what could be done, I got a passive aggressive email back. They don’t care about customer experience, only just want your money for a sub-par product.

Overpriced for plain grass and poor service – Agree 100% with these comments don’t be fooled by their 5 star reviews on the website. Poor customer service. Horribly overpriced for a piece of plain grass. 0/5 Go to Bunnings or your local garden store and get a piece of grass for a fraction of the cost of what this business charges.

Why would I ever buy from them again? – Delivery was left in the middle of a highly trafficked lobby that's open to the public in a building with 150 units, and therefore never received, and neither near the mail boxes nor a similarly safe place. When I requested another be sent out I was told it was my fault and that it's theirr policy to deny responsibility for packages that get left… Read more

in unsafe locations, and to pay again without them making any offer to specify additional/alternate delivery options to their drivers.

And they want me to subscribe to have this experience monthly???

Oh also the grass dies and the whole thing reeks like a big pee sponge after a couple weeks, I had to cut drainage holes in my tray to give it a chance to rinse out. I wanted to do this since I'd have to replace turf just as often, but if they can't even get it to my house what's the point?

Poor customer service – Agree 100% with these comments don’t be fooled by their 5 star reviews on the website. No support, poor customer service and interaction for me. Find another company that values your patronage. 0/5

Inconsistent delivery - often 2 weeks late – I have had 4 deliveries, 3 of which have been over 2 weeks late and therefore, are not in good order. The carriers that are used are very inconsistent and do not communicate, so you are left chasing up with the company constantly. I’ve changed to an alternative provider who I’m very happy with.

AVOID!!!! – Grass patches often arrive torn, split in half and half dead. Customer service experience is TERRIBLE

Terrible delivery and customer service – Does not follow delivery schedule and instructions left at checkout. I left very specific instructions to deliver the following week and placed my order within the correct time frame, but they still sent my order out earlier and I have no need for the grass for another week. It will just dry out an die. I tried calling during operating hours 5 times and there’s no answer.

Customer service needs a lot of work – Ordered 28/12/22, setup auto delivery and next delivery (wouldn’t show until I processed the order) to arrive on 17/1/23. The number isn’t working for calls (fair enough, it’s the holidays), but I’ve searched all social media platforms, their website, FAQ, emails, and nowhere does it notify of holiday details- how long their taking off, delayed… Read more

services etc.

All that’s needed is a simple announcement notifying of how long they’ll be away. I just moved into an apartment and according to their automated service I won’t receive one for over 3 weeks - far too long. I’m cancelling my subscription and ordering elsewhere. Simple customer service is severely lacking

Not as good as a thought – I have tryed lots of different options I live in an apartment. I thing this grass stinks it has a a weird smell about it. I have bought grass from Bunnings and made my own and it didnt stink like this. I think the best option for me is the fake grass and clean it with turf cleaner I think it's less smelly and cheaper.

Keeping Apartment Living Dog Friendly – Our ‘Fresh Patch’ grass is always welcome when it arrives- it is always high quality, lovely, green grass and is easy to just unfold and slip into the perfectly sized tray we purchased at the beginning. Our extra large Bernese Mountain dog used it as soon as it first arrived with the real grass giving her the authentic scent she needed to trigger her to go to the toilet. We wouldn’t able to enjoy our new, low maintenance lifestyle without it.

Fine, till there is a problem – they were fine, till there was a problem, where it turned up mouldy... it wasn't there fault, the courier had lost the package and it had meat spilt on it, and was growing mould out of the blood juice, none of this was there fault and its not why they got the one star, it was about how they dealt with the issue... they first denied the mould, then… Read more

said it was safe for my dog to use, when I objected, eventually they sent a replacement, made up of off-cuts, which was unusable - when I told them it was offcuts, they said it tore and wasn't going to be replaced again, so now I have a fresh patchwork instead of fresh patch, no tear at all... I will contact them again, and if necessary ill organise with the bank for a refund on the last transaction with them as they have not provided a usable latest purchase…