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Bad customer service and not reliable for delivery
I wanted to obtain a different supplier as the product appeared to be of decent quality. However I give companies one chance and never again. The product arrived half a metre out of measurement. I called for a re delivery of the correct product. Was told it would come on the Monday or Tuesday the latest and was never apologised as if this is a common thing. My client waited until Thursday with no delivery. I called the store spoke to a person who claims to be the manager. He denied that he said it would be delivered on the Monday or Tuesday. He...hung the phone up as soon as I vented my frustration about Ozturf ruining my reputation for my clients. He has zero customer service skills and is not suitable to be representing an image or brand. If I stuff up I will take ownership and will move mountains to repair what damage I have done to uphold the integrity of my brand. You represent your product and it stinks. I wasted 4 hours of travel time over 2 days because you can't get it right the 1st time or the 2nd time. Hanging the phone up like a child and throwing the toys out of a cot does not solve your problems mate. Take ownership and acknowledge you stuffed up Tim, because I had to look my client in the eye and say sorry that their back yard wouldn't be done in time for their daughters birthday. Thanks Ozturf
Disappointed, wanted to support local manufacturing
Selected Ozturf Harmony for around pool area. Was prepared to pay a premium for local manufacture. Quality of product is good but not the best on offer. Used Ozturf's recommended installer. Installation was delayed and then rushed to complete. Have had trouble with crackling under foot. Installer came out to inspect but was in no hurry to take any action. Eventually, I rang Ozturf and spoke to the supervisor.
Unfortunately, they have no one in Brisbane to follow up problems. The issue of crackling still persists.
With the lack of after sale service by both the installer and the company, I would not be recommending Ozturf. Especially if you want the product laid.
Excellent product and service. Purchased from them twice now. Laid myself and apart from the weight 8.5m x 3.75m roll (no help due to COVID) was a breeze.
$99 delivery fee possibly my only gripe though.
Poor customer service over the phone
I called through to ask a few questions about some samples and was spoken to quite poorly. It was almost like the sales person could not be bothered speaking to me about their product. Extremely rude, would not recommend.
Disappointed with results
Ordered 5m from 2m wide roll to fit 5 x 2m garden size in my little courtyard so there would be no joins. Must have been last of roll as there is a crease line where it had been folded, much worse than any join line would have been. Spoils the look completely as does not look natural at all.
Avoid like COVID 19
The worst customer service by Tim the manager. Wayne is very polite. Tim however, is dismissive and did not want to hear my concerns about the poor and slow delivery. I had to chase this up in order to have this arrive at my home. Go somewhere else! they certainly don't care once they have your money.
We got our grass delivered to the Gold Coast and it came fast and the the product is fantastic. We got Natural and it looks natural. Thanks guys we are very happy.
Delivered as promised.
No issues with delivery to Cairns, product installed well (on concrete in a catio). Appreciated the sending of a sample box with five types of turf to help us make a choice. I get a medal for being able to install a 3.5 by 4 metre roll on my own (it weighed a lot) so get help if you're doing something around that size or more.
Very satisfied customer-Mirage 40
Purchased grass dispatched 15/11, delivered to Gold Coast as promised 22/11. I was hestitant due to reading a bad product review. But I can't fault the grass (mirage40) and customer service. They kept us in the loop. Great price and great product and customer service. I would highly recommend this company. Just make sure you have 2 guys to handle grass or you will be dragging it and it will get damaged. We did get our free delivery.
Extremely bad customer service
We ordered synthetic grass from this company whilst they have their special on to order over 30m2 get free delivery to any postcode. When we ordered we enquired if this included us as we live in an island, which we were told yes. We placed our order and a week later my husband got a call from a courier company which it had been taken to saying they do not deliver to our area. I called and spoke with the company and informed them and they said that they were aware and had sorted it on the monday. On the wednesday Wednesday i called the courier c...ompany to see if the grass had been given to the right couriers, which they knew nothing about, again i had to call this company and chase what was happening and again chase the courier company as we had taken time of work to lay it on the weekend. We finally recieved the product and are happy with it, however we then recieved a bill from the courier company for delivery. I contacted Wayne and was told we don't deliver to the islands and that he will not pay the couriers despite advertising free delivery to any postcode in Australia when ordering over 30m2. There are plenty of other synthetic turf suppliers out there, and i wish we had given our business and hard earned cash to a company that honours what it advertises.
Great Product and Great Service
I was very skeptical after reading many bad reviews. I called OzTurf and spoke with Wayne who was extremely helpful with product and quote received in 5 min of hanging up the telephone. I mentioned to Wayne I was skeptical due to a few reviews. Wayne explained that yes, every so often they have a roll damaged or a roll not delivered on time. My husband also called and spoke with Wayne who again was very helpful. We were on a strict time restraint and needed the roll within 7 days and spot on was delivered within 7 days with communication via email and text as to the dispatching. We are extremely happy with the product and the service we received. Thank you.
Universal 11, Shamrock 25 (both with holes in them & not 5-7 days but a month for delivery)
Go elsewhere! 1st time purchasing synthetic grass. Worse experience ever.
Bought some universal 11, and Shamrock 25. $135 for freight should take 5-7 days they said? Took 1 month after 5 emails to arrive.
After 25 days, & pressuring them after I had talked to my mate who works for a company for consumer rights in Australia, I asked for a full refund, and was told I would just get a refund on the $135 freight which at the time I was happy with. So, 1 month exactly later it all arrived.
As per the pictures, this is where it was dumped? The Univ...
Great product and great service
Initially enquired (6 months ago) when I started my research.
Office sent out samples within a week.
Spoke with Wayne on the phone and he was really helpful (am a novice handyman planning a home project, ).
When time was right spoke with Wayne again who suggested a sketch plan of the area and he helped calculate quantities of grass, nails and sand required.
Arranged to pick up from factory and Wayne had everything ready.
It was our Easter break project and it looks amazing.
We chose Illusion HD and it's worth every cent.
There are a number of videos on youtube showing how to install, and whilst it is a hard couple of days work, the end result is tremendous.
My experience with Ozturf was great and happily have referred other.
Very good product
Very good product but the service (particularly delivery) let's them down. I've had several dramas with deliveries being lost, damaged and not showing up when they were supposed to. They have ended up putting things right but you can't get your time back.
Pathetic Customer service
Ordered turf 4 weeks ago, still chasing it. After 2 weeks phoned to find out it had been damaged by the forklift driver and sent back, it would take another week to be delivered. Phoned again after 2 weeks to find out why the turf had not been delivered, this time told by courier they can’t find it.
Yes my story is the same as others. Lied to by the sales guy from Ozturf about where my delivery is.
Don’t waste your time with this Company.
Questions & Answers
Hi, Is your product Australian made.
We have existing wooden decking and are looking at covering it with the synthetic grass
Is the installation the same as for concrete
How effective would it be
I am an interested party. I know it has been a few months since your inquiry. I'm wondering if you went ahead with the job and how it went?
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