I purchased one of the most premium products made by them. I had it installed in the Winter of 2009 and by the summer of 2009 it had melted in various areas. You would think that it would be simple to refund this or get to the bottom of it; but I never did. Here is why.
They don't sell direct. They will only sell to you through an approved re-seller.
They bait you into thinking that since you are buying their product from an approved re-seller that you have some relationship to them.
Once you have a problem they distance themselves from you and claim that even though they make the product they are not responsible for it.
You end up in a loop of them blaming each other for the failure of the product but none of them taking responsibility for it.
In my case the product was sold in Las Vegas Nevada and melted in the sun. They claim that because the turf will only melt when exposed to temperatures over 200 degrees (F) that it must be because of reflections of windows. (Yes the flat glass surfaces that are required to be had in every room to pass a building inspection.) Please have a read of the email below. I love the main theme of the email. My paraphrase. I'm sorry, we can't address the problem you are having. We only MAKE THE PRODUCT that failed for the company that wont do anything. Its not really our problem. Do contact them instead; we are too busy manufacturing and selling our crap product with its fake warranty to other people.
Here is the actual main 'nonsensical' email I had with a Tiger Turf Employee.
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Dear Mr. [NAME WITHELD],
I reviewed the Turf Depot Direct Proposal/Contract that you sent me. Unfortunately, we cannot address the issue you have reported with the Majestic turf that you purchased from Turf Depot Direct. The reason being is that we are a manufacturer of the turf. We manufacture the Majestic product for our customer Synthetic Grass Warehouse. SGW is a master distributor and Majestic is their product, not ours. SGW has a network of Authorized Dealers to whom they sell the turf to. Such is the case with Turf Depot Direct. Turf Depot Direct is a dealer for SGW. You stated that you tried to lodge a claim with Turf Depot Direct and were not successful. For this reason, below is the contact information for SGW. You will need to contact them regarding your claim.
Heather Long
Account ManagerTigerTurf Americas
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