Reviewer Photos & Videos
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.
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.
- Verified customer
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.
- Verified customer
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.
Unacceptable / Poor
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 to find out why the turf had not been delivered, this time Told they had been lost. None left in stock and offered a refund, unacceptable. My job has now costed me money and is not finished leaving the owners not happy with me. Do on choose this company, told they lost 4/5 rolls a year and damage 4/5 a month.. I had both, 1st I used them. Use it your own peril.
- Verified customer
Good response and great product!
The lawn looks great! Now we have the lushiest and greenest lawn in the street and to top it off, it's maintenance-free and environmentally friendly! Highly recommended!
Before and after-sales support was superb. The product samples arrived within 2 days after I filled in the online form. They responded promptly to my online and email queries; and changes to my order which was delivered within a few days.
What's more important was the quick after-sales response when we contacted them a few days after the delivery as we thought they de...livered the wrong product. I emailed them late at night and they called back early the following morning to sort out the "problem". It turned out that the correct product was delivered in recycled packaging that still had the label of another product. I'm impressed by their response and how they handled the situation.
Questions & Answers
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
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