Hi Scott,
Really sorry you feel the service was inferior compared to our other customers' positive experiences. Just to clarify this wasn't an over order; it was a separate project you were carrying out for your partner. I believe from the email you sent; you were really happy with the product installed in your garden. However, your partner did not want artificial grass at her property.
We offered to accept the return of the whole roll and provide a full refund that was no longer required but you would need to organise your own delivery. We said that our logistics partner had informed us that they would charge in excess of £75. We provided you with a 2-week window to organise collection and delivery but we didn't hear back from you after this point.
Our artificial grass is cut customised to size for each individual customer and as such we are exempt from the long distance selling rules. In your case, we offered to refund the roll in full upon delivery and we would waive any restocking fees as a gesture of goodwill as a thank you for your custom. From our position, we would have been left with a product which would have been unusable again on another order due to matching colours and batches up in the future.
Our refund policy is here if you wish to review:
https://www.bargaingrass.co.uk/refund-policy
We hope this provides a clearer picture.
Thanks again for your custom.
Bargain Grass
