We are absolutely disgusted with our recent lawn install and subsequent customer service. I would have given them zero stars if this was an option.Our install was undertaken on 5 September 2023. The installers were originally supposed to arrive at 8am, but text us to advise they were running late and wouldn't be on site till approximately 10.30am. They arrived well after lunch time. It was downhill from there. They were so rushed to get the job done by close of business that day that they just laid our lawn over their incomplete base thus resulting in a severely uneven install. I was then pressured by the installer to pay then and there for the full job without having the opportunity to fully inspect the area. The light was also fading and it was until the coming days that my husband was able to inspect the area and realized the extent of the poor job (he was away working).Following a phone call to Australian Outdoor Living, we were instructed to send an email with photos to a Katherine Latu (Lawns Production Manager), which we did on 4 October 2023. THERE WAS NO REPLY. Not even an acknowledgement email! My Husband had to call her again to confirm she received the email and it was agreed they would book us in and rectify the install. Again, we waited and waited for contact to confirm the date to rectify the issues. And again my husband had to call them to follow up a date.We were finally given a date of 13 November 2023. I waited around all morning for them to arrive. THEY DIDN'T ARRIVE....And yet again, my husband had to call them and was advised by Katherine that the installer was sick and this would need to be rescheduled.Please shop elsewhere and avoid these dramas. It's now been 6 weeks and we are still waiting for the issue to be rectified.Update:We've been offered an updated date of 22 November. I've let Katherine Latu know that this is unsuitable as its now been over two months since our original install, and we have an event at home in a few weeks and her response is belligerent and appalling. I've requested the job be completed by C.O.B on 17 November 2023 or issue a refund for the excessive delay to allow us to correct the job ourselves which was declined. She is very very rude.Again... AVOID THIS COMPANY GUYS!!!!! Once they have your money, their customer service is disgusting!!!Oh and we've since been advised that the don't have the staff to cover all the work they have at the moment. So again...RUN form this company. They can't even fulfil your job. I've been instructed by Fair Trading to lodge a complaint directly with them.
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