We received samples and chose the product we liked best! When we contacted the company, our request was handled fast and easy! Our representative was excellent and provided us with his direct number... See more
Company replied
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See what reviewers are saying
The quality of the turf is fantastic! Was a bit skeptical about making such a large purchase online (over 1,300 sq/ft), but after contacting Turf Factory Direct, they sent me a free sample to see/fee... See more
Took delivery of a roll of your best putting green today, couldn't believe how cheap the product is. The deceptive photos of your product make it appear to have a substantial backing. Nothing could be... See more
Company replied
I did much research to see where to source putting green turf from. Your website was the only one that included installation instructions and when there was insufficient material there I called you... See more
Company details
Written by the company
Thank you for considering Turf Factory Direct for your turf needs. Located in the “Carpet Capital of the World” gives us the advantage of providing synthetic turf for every application imaginable and the ability to ship fast at discounted pricing. Along with our wholesale pricing, we deliver excellent customer service. At Turf Factory Direct, we have sales reps standing by to assist our customers with making efficient and effective ordering decisions. Along with our superb customer service, our pricing is unbeatable. We also offer free or deeply discounted shipping rates on every purchase. Our #1 goal is maintaining low overhead, which, in return, allows us to keep our pricing the most economical yet highest quality American Made synthetic turf online today!
Turf Factory Direct -America's #1 Online Source for Artificial Turf
Written by the company
- We're Committed to Our Customers!
- We have a longstanding commitment to providing our customers with American Made artificial turf at wholesale pricing. At Turf Factory Direct, we offer a balance of excellent customer service paired with economical pricing. Our large volume and low overhead allow us the opportunity to provide customers across the United States with affordable, high-quality synthetic turf.
Fast, Discounted and Free Shipping Options
Flat Rate Discounted Shipping or Free Shipping Options Available
At Turf Factory Direct we feel it is important to provide simple shipping prices to our customers. We don't want our customers to precious time guessing or waiting for a shipping quote. We feel it's important to be upfront and transparent about our discounted freight rates. We offer three shipping rates - $99.00 for residential delivery, $50 for commercial business deliveries below 450 sq ft., or FREE shipping on orders delivering to a commercial business over 450 sq ft. This simple shipping allows us to process orders more efficiently and also saves our customers hundreds and occasionally even thousands of dollars per order.
Contact info
242 Duckworth Rd, 30721, Dalton, United States
- 1-800-496-3092
- sales@turffactorydirect.com
- turffactorydirect.com
4.3
Excellent
227 reviews
Replied to 100% of negative reviews
Typically replies within 1 month
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See how their reviews and ratings are sourced, scored, and moderated.
Really good quality artifical Turf.
Really good quality artifical Turf.
Also excellant price and quick delivery.
3 July 2020
Unprompted review
Reply from Turf Factory Direct
Thank you so much for the 5-star review George! We appreciate your business.
Lousy delivery service
I placed an order on 6/16/2020 and did not receive my product until today 7/2/2020. The tracking number for the company Brauns never show me anything. When I called turf they told me to call Brauns. When I called Brauns they told me they were at my house on 6/25 to deliver the turf and no one was there which was not true because I was home and no one called or rang my bell. Also, I review my camera and no delivery truck was at my gate. They told me the next shipment will be on 7/1. I took the day off without pay and also my friend because they don't unload and guess what no one showed up. I waited all day then when I called they told me, oh sorry, the truck came back to NJ because some of the items on the truck for another drop off were refused and my item was in the back so they would not be able to get to it, so we will deliver it tomorrow. So we have to take off one more day from work. Again one more day without pay for me and my friend in these times when people have no money. I will never recommend this company to anyone. You charge so much for shipping yet you don't deliver on time and now my friend and I are out close to $1000 in missing wages.
3 July 2020
Unprompted review
Reply from Turf Factory Direct
Hi Ms. Brown,
We appreciate your feedback and your business. We understand your frustration. For shipping, turf is considered carpet and at 15’ widths it is difficult to broker freight. This severely limits freight option availability for artificial turf companies in certain parts of the country. This includes all artificial turf companies, who like us, use the same freight carriers. Almost every member on our team is working 12+ hours a day to ensure we provide the best customer service possible. Despite COVID-19 and our best efforts, we’ve continued to ship material out of our warehouse as quickly as possible to assist with delivery delays. When Braun’s made an unsuccessful first attempt to deliver, we approved the redelivery fees for the subsequent attempts without question.
Our goal is to provide an easy/effortless online buying experience, without having our customer call to receive expensive for freight quotes. For the reasons above, we charge a flat-rate of $99 for each residential delivery. For example, the total cost of your freight was $401.07. This saves customers like yourself over $300. Unfortunately, we do occasionally have issues with deliveries of this nature, as they can be more difficult to track and schedule than typical parcel deliveries.
We are continuing to work with our freight companies during this time to manage strategic plans to continue to provide better service. Your feedback is important to us.
We would love the opportunity to speak with you regarding the shipment and how we could better serve you in the future. We value your as a customer. We are always willing to help in any way possible.
-Chandra
Great service & pricing
1 July 2020
Unprompted review
Reply from Turf Factory Direct
Thank you so much for your review! We hope you enjoy your new turf!
Made our own putting green
Made our own putting green. So far the materials seem to be excellent and installing was relatively easy.
30 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you David! We appreciate you taking the time to review Turf Factory Direct and hope you enjoy your new putting green.
Looks amazing and high quality
Looks amazing and high quality
Manageable to install with a few people.
Excited to start using it shortly.
29 June 2020
Unprompted review
Reply from Turf Factory Direct
Wow! Thank you so much for your review. We hope we can continue to help with any artificial turf needs you have.
Brandie first rate.
Brandie was extremely helpful in explaining the differences in the putting turf I had questions about. She was professional from "Hi this is Brandie"... to the completion of my purchase. I deal with the public on a Dailey basis and would value an employee like Brandie.
25 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you so much for the review Ron! We appreciate your business and hope you enjoy your turf.
Excellent level of service!!
Chandra and her team have been extremely helpful with answering questions, suggesting what I should use for a workout spot and tracking down my shipment that seemed to switch hands too many times once it left their facility (not their fault). This level of service is tough to find, especially during these times. I can't recommend them enough!! Thank you TFD!!
23 June 2020
Unprompted review
Reply from Turf Factory Direct
Tyler, thank you so much for your review. We appreciate your kind words and we hope we can help you in the future with your artificial turf needs. Thank you for your business.
Great job TFD!
TFD did an excellent job in processing our order and getting it on it's way in 2 days. Considering Memorial Day weekend, shipping company had our 15' roll of turf ready for delivery in NJ within 5 days. Great job. Turf looks great! Thank you!
18 June 2020
Unprompted review
Reply from Turf Factory Direct
Hi, thank you very much for your feedback. We are interested in the opportunity to speak with you about how we could improve our service for future customers. Thank you very much for your business.
Chandra
Great Experience
Very easy to navigate site. Great pricing and flat rate shipping is awesome. Would definitely order again.
18 June 2020
Unprompted review
Reply from Turf Factory Direct
Chad thank you so much for your 5-star review! We hope we can help you with your future artificial turf needs. Thank you for your business.
Would like to have been contacted…
Would like to have been contacted personally about the order and status of the order.
15 June 2020
Unprompted review
Reply from Turf Factory Direct
Hi, we truly value your feedback. We are always looking for ways to review our service. We typically send out order confirmation and shipping confirmation for online orders. I am going to present this to our team for future orders. I would also like to reach out to you via email to follow up to discuss your experience. :)
Thanks,
Chandra
great service
great service! placed delivery in convenient location. no damage. Would use again
15 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you Jerry! We appreciate the feedback and hope we can help with your future artificial turf needs.
Bad quality with no Customer service support
purchased 600 SF, received 450SF only even though I paid in full + extra 99$ for crazy shipping. The first 10' of the role was different light green color from the rest. I called with no luck and sent an e-mailto the sales person but also no response. Now I have an unfinished backyard with 2 different colors that I cannot match! lost 681$ because i have to replace all now!!!!!
12 June 2020
Unprompted review
Reply from Turf Factory Direct
Hi Mr. Kafarani,
As a customer, we appreciate your feedback. I have looked in-depth about your complaint and how we handled the situation. I show an email from you on May 19th at 2:39 PM inquiring about our turf, within 10 minutes at 2:48 PM, Ryan responded back. I then show an email sent from you on June 10th at 11:07 PM. On June 11th at 9:07 AM, I show a response email from Ryan in regards to your complaint. After Ryan's response, we do not show an email in the thread and have not received any response until your review was submitted to us. I am going to copy and paste those emails in their original form, however, I am going to retract any private information to protect your identity.
Attachments
Jun 10, 2020, 11:07 PM (2 days ago)
to me
Ryan,
I received my order which I made sure it was 600 sq. ft but I don’t I think I got 600SF. The measured area was estimated at 550sf and I ordered 50 extra but seems we are short on 150sf. I remeasured it my self and it is 550 so I don’t know what went wrong and why I didn’t receive 600 SF as I ordered! Also see attached image showing 2 different colors of your grass! The first 10’ from the role has lighter green color which absolutely disappointing.
Regards,
(retracted for privacy)
Attachments area
contact@turffactorydirect.com
Jun 11, 2020, 9:17 AM (1 day ago)
Hello,
I sincerely apologize for the inconvenience.
I pulled your paper, and I can confirm that we sent you a 15'X40' totaling 600 square feet. Since you have already cut the product there is not a lot we can do at this point in terms of a claim.
The reason for the difference in color is because you have the grass lying in different directions. All of our outdoor products, whether landscape or sportsfield, are directional. If they are not laid in the same direction, it will create the appearance of different shades of green.
I will look into if we have another 10 or so feet left in this particular dye-lot, and perhaps we can work something out.
Ryan (retracted for privacy)
Sales Specialist
contact@turffactorydirect.com |
800-496-3092
The email contained a picture supplied by you which shows a color change. This is what Ryan was responding to. All artificial turf is directional. The blades of grass much follow the same pile direction or it will appear the material is a different color. Information about this can be found on our installation guide on our website.
In addition, the turf you order was shipped on one roll. The roll size was a 15x40, which is in fact 600 sq ft. In your email, you stated you measured and the area was 550 s/f, therefore you ordered extra. When measuring to install turf, it is important to get the full square footage of the area, but more importantly, measure the length and width appropriately with our standard 15' widths. Because of the standard width, occasionally, the order may need to be more than 50 sq ft extra to avoid patching the material together. This is what the picture you sent us shows. A guide for measuring for the order can be found on our website here: https://turffactorydirect.com/2020/05/15/how-to-order-artificial-grass/
In response to Ryan's email, he is correct, we state several times online, before installing the turf we need to be notified of any discrepancies PRIOR TO the material being altered in any way. This protects both our company and the customer. We clearly state we do not accept returns if the material is altered unless there is a warranty claim. Regardless of this, we try in every way possible to assist our customers. It is unheard in the turf industry for a company to attempt to remedy a situation once the material has been altered. We made an effort to remedy the situation and we did not receive a return email. It is not our desire to refute what customers are telling us, which is why we make every effort to assist against even our own policies. We also sent a much higher quality material than your original order was placed for.
We are available Monday-Friday from 8:30 AM- 5:30 PM EST. If all of our sales staff and customer service agents are on the line, customers are placed in a queue for up to five minutes, therefore, we rarely miss calls. It is definitely possible, however, if you call after hours, you may receive an immediate voicemail.
Again, we appreciate your feedback, but we feel as though we attempted to remedy a situation that refutes our return policy in an effort to assist you with the best customer service. Please, contact us at any time if you have any other questions or concerns.
Thank you,
Chandra Hall
Really happy with the green I…
Really happy with the green I purchased. Everyone I spoke with at Turf factory was very helpful and no questions went unanswered! If your willing to save money and DIY your home green this is the spot to check out!
9 June 2020
Unprompted review
I received the turf samples very…
I received the turf samples very quickly.
I am just undecided on which one I will buy
Thanks
8 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you so much Vincent! If we can help in any way let us know. We appreciate your business.
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.
8 June 2020
Unprompted review
Reply from Turf Factory Direct
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.
Great Experience
Honestly the best customer service I have ever worked with. I have been working with them for 3 years and it is always a great experience. The quality of products they provide have been fantastic. I absolutely recommend them and I will definitely continue using them for all my turf projects.
8 June 2020
Unprompted review
Reply from Turf Factory Direct
Wow! Thank you so much for your review. We appreciate your business.
Great customer service
Great customer service. Fast responsive time to questions and lighting quick shipping
8 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you Alex! We hope you enjoy your turf.
Very Pleased
Chandra was a rockstar. She helped me pick out the right turf I needed for my putting green and discussed every option with me while I debated with myself on what I should get. The customer service of these guys is top notch and I wouldn’t go anywhere else.
6 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you for your 5-star review Kelly! We are glad we met your expectations and hope you enjoy your new turf!
Easy process
Easy process. The sales person I dealt with, Ryan Cole, was amazing. Informative, knew his product. Great experience.
5 June 2020
Unprompted review
Reply from Turf Factory Direct
Thank you so much Jerry! We appreciate your review.
Blame it on the Rona
I think they may have been short handed due to the virus. I had to call to initiate the processing and shipment of my order. The wrapping was torn during shipping and appears to have been rubbing, it has rubbed through the backing. I have not unrolled the turf as of yet, that will happen this weekend, hopefully all is well and there was extra footage sent for this very purpose. The shipping time was actually pretty quick and I am looking forward to installing it.
UPDATE: No extensive shipping damage and we installed the Turf, WoW!! It looks amazing. I cannot emphasize enough how important it is to do your ground prep work, it makes the difference. We also used lots of nails, every 4 inches on the perimeter and 1 every square foot. We also installed 2lbs of silica sand per square foot and brushed it in. All I can say is WOW!! I would definitely buy this product again. TFD 75 Special.
3 June 2020
Unprompted review
Reply from Turf Factory Direct
Hi James, thank you so much for your review. We hope you enjoy your turf and hope we can help you with any of your artificial turf needs. Thanks again!
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