Rolawn - York

North E. S.

Absolutely shocking customer service!
I have used Rolawn turf for over 3 decades, I have used there Pro minster turf and Medallion turf several times and never had a problem. But this time, it was the worst purchase I've ever made in my life, so stressful!
Turf arrived 4 days after it was dispatched. Turf arrived in a shocking state, totally unusable. I took photos of the turf as requested by Rolawn and emailed them over, only to be told that the turf would have been ok if I gave it plenty of water(photos of turf on review) and they refused to replace the turf, as 'in there opinion' it was ok. The turf was now 6 days old(turf was delayed in transit and delivered on Saturday when Rolawn are closed) and still rolled, awaiting to be returned to Rolawn. They were refusing point blank to change them, even with the shocking photos and a photo of the dispatch date, to prove they had been sitting on a pallet for 4 days before they reached me.
It was only when I said I would be applying for a charge back from my credit card, that they reluctantly 'as a gesture of goodwill' offered to replace the turf.
This is the worst customer service I have ever experienced, and the fact that more and more people are opting for artificial grass these days, I would have thought they would be a bit more sympathetic when it comes to there customer service, to hold on to customers still using turf.
2 photos show how the rolls fell apart when trying to lift them up, another photo shows the condition of the turf that, according to Rolawn, were fine.
I have also enclosed photos of the dispatch date and the date they were delivered to me, you can see the consignment number 1043396 matches up.

Malcolm L.

Although the turf was excellent quality, the top soil was in reality 'spent' mushrooms compost. Shortly after laying, mushrooms started appearing. When I contacted Rowlawn, they said that this was normal and they would dissappear. Two months in and my lawn is covered in mushrooms

Keeley F.

Really bad experience in every sense. Poor quality product, delivered on wrong day so no one was there to lay it, terrible customer service! I’m still trying to get it all resolved and no one gets back to you!

Rob T. B.

I'm a landscaper based in Oxford and used to use rolawn all the time. However, due to their policy of incorporating plastic mesh in their turf, I won't use them again.
Please don't believe the guff on their website about it being degradable. I mean, all plastic is degradable.. eventually (and they also say sunlight degrades it. Er, in the soil?) this is very different to being biodegradable.
Not only is the mesh damaging to wildlife, it's also a pain to remove and adds cost to your job when us landscapers have to remove the turf for re-landscaping a garden.
If they could guarantee plastic free turf, I would consider using them again, but until then there are plenty of decent, if not better, plastic free turf suppliers out there. Just ask.

Addendum after receiving Rowlawn's reply: no, I don't think that's your netting, just images of the harm and difficulty turf netting can cause. You're vagueness about it degrading after "a number of years" still doesn't convince me that it is any different to most, non-biodegradable plastics. It's a cost saving exercise that's not good for our lawns or the environment.

Paul B.

500L lawn top dressing, looks pretty good, also pretty pricey, would like it if they had some local delivery options like small tipper trucks, I only live 4 miles from their base in York, but delivery company turned up in a 28 tonne lorry and dropped it off roadside, 50m from my house (1st world problems I know). Which I half expected (even though its only the second time out of 20+ big deliveries), dealt with by moving it in my car. Options would be good.

Antony P.

They're just bad.

I'd avoid the Google Reviews - 3x orders, 1x partial discount, 2x missed delivery dates - zero notifications in advance they weren't going to make delivery dates.

No sense of customer service, their answer is always "head office know this, not us" - but they won't tell you how to contact them, or put you through.

They do not try to empathise with the customer, it's always your fault for their mistake.

It's a swing-and-a-miss with these people I'm afraid.

Amy O.

Think very carefully before buying turf from Rolawn... we prepared the earth for months before so there was minamal weeds then we purchased just over 50m2 in September last year, it seemed OK when delivered, small patches of meadow grass and thinning but nothing to worry about. But the start of this year we had extreme cases of crane flies coming out of the turf, also we noticed the turf was starting to turn yellow and dying. we remove parts of the turf and found it was infested with Leatherjackets which have been eating the roots. Because of this, the meadow grass has now taken over the lawn as it is left is so weak. in theory this grass hasn't even made one summer. Rolawns reply was to explain what a leatherjacket is and that its not ideal there in the turf but offerd no compromise on this. I can understand there could be some in there but this was an infestation.
We do not recommend.

Tim D.

Turf arrived on time , I laid 35m in no time really . A week down the line and it looks fantastic, already started to mesh in with my soil and a beautiful shade of green . Perfecto