Fresh Patch Reviews 

Absolutely Appalling Customer Service

I have never experienced such rude, unprofessional and appalling customer service.

I placed an order with Fresh Patch last Tuesday, only to discover that because I had missed their Monday cut-off, I would have to wait an additional week for delivery. This was not made clear when ordering, but I accepted it.

Last week, I emailed requesting a simple change to the size of my order. At no point did I ask for my order to be cancelled.

Instead, at 9am this morning, I received an email advising that my order was being cancelled.

Knowing that today was the cut-off for another week's delivery, I immediately tried to resolve the situation. I called SIX times, received no answer, left voicemails and sent THREE emails asking for assistance so I could reorder in time.

At approximately 12:15pm, I finally received a call from Tracy, their administration officer.

I can genuinely say she was one of the rudest and most unpleasant people I have ever dealt with in customer service. She repeatedly talked over me, was aggressive and dismissive, and made absolutely no effort to resolve the situation.

She also claimed she had emailed and attempted to call me earlier, despite me having been at my computer all morning, actively trying to contact the company, with no record of those attempts.

What should have been a straightforward change to an order turned into an unnecessarily stressful and frustrating experience, entirely because of the way Fresh Patch handled it.

The complete lack of professionalism, communication and basic courtesy was staggering.

I was simply trying to purchase their product, not asking for anything unreasonable.

I will never order from Fresh Patch again. If this is how their administration staff treat paying customers, I would strongly recommend looking elsewhere.

Absolutely atrocious customer service.

My first Fresh Patch arrived defective. The replacement was the wrong size. I was then promised the correct replacement would be overnighted, but it wasn’t shipped as expected and did not arrive as promised. After three failed attempts to fulfill one order correctly, Fresh Patch refused to refund the original purchase. I canceled my subscription and ordered from a competitor.

Lasted 10 minutes. Bought the puppy pack with the wooden sleeve, along with products, and the design is poor and my 9 week old puppy was immediately able to lift the patch out of the box. I do not understand how they market this to puppies. I reached out to customer service and went back and forth and they refused to refund me, instead offering me another patch. They requested photos which I sent and still nothing. It was specially marketed as a PUPPY PACK and I would have expected it to actually be safe for that market. $120 in the dumpster.

They are great. If you ever have an issue, their customer service will handle it right away. The grass is in great condition, and we believe the fresh spray helps it last longer. We had an issue with one patch of grass that had some mold on it, but that is probably due to the shipping heat, and they credited it back to us right away.

The grass is of very high quality, and we are thankful we found this business for our pets.

WORST SHIPPING AND BAD CUSTOMER SERIVCE. I live in the Midwest and they ship from CA, my order shipped Monday and it's been a full week no order and the tracking information does not show where my order is. Great product bad service!

Customer service seriously sucks. I asked them to cancel as my daughter was in the hospital. They made a massive deal about it. They finally cancelled and refunded HOWEVER instead of cancelling the subscription they cancelled that order and THEN SENT ANOTHER ONE. They won't cancel or refund it. They said I only cancelled the one order. I did not. I would never and will NEVER buy from them again and will dispute the charge.

This company may have the worst customer service and shipping of any company I’ve ever experienced. The first time, they lost my package for a week and it finally showed up brown and dried out. The second time the address was wrong. I reached out immediately but was told it was my problem to update, which I couldn’t do since they were the shipper.

A great way to burn $100

This morning, I realized that I forgot updating the address after receiving a confirmation email from Fresh Patch. I emailed them asking if they could change the shipping address, and they immediately got back to me and told me that they would contact the delivery company to update the address for my order.
It's hard to find a company that offers a simple kindness in this country nowadays. I will love Fresh Patch forever.
I know their grass is not cheap but have made our life easier for years. And the quality is always amazing. One time we received a rotten grass because of heat, they sent us another one right away.

I initially put this review on the Fresh Patch product site, but quickly realized they are disapproving/hiding legit negative reviews. So please keep this in mind before believing all of the rave reviews on their site.
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While the concept of Fresh Patch is innovative and appealing, I found it doesn't last long enough to justify the investment, as it seems a new patch would be required every week to remain viable (an expensive commitment). On top of that, the shipping time seems to take a week, meaning you'd need to order weekly to ensure consistent availability. Just for your information, he is a month old Miniature Poodle 4.5 and is roughly 11 lbs and we were even getting a size larger than recommended (the 24x24).

Additionally, my dog seems to have mixed feelings about the patch. While he will use it to pee, he refuses to poop on it, which diminishes its overall utility. After just one week, he started avoiding it altogether, preferring to use concrete or, even indoors.

Lastly, on the third floor of an apartment with no elevator, I initially thought Fresh Patch would save us the inconvenience of constant trips outside. However, cleaning up after my dog indoors turned out to be far less practical. We've now chosen to simply take him downstairs instead, as the effort of going up and down stairs multiple times a day is far less frustrating than dealing with the mess.

For these reasons, Fresh Patch, though a promising idea, may not be the ideal solution for all pets or owners.

P.S. Shame on the company for hiding negative experiences...

My 4 month old King Charles absolutely refuses to use it. She is 90% trained for outside (very easy) but won’t go on the loo. I have tried rubbing it with her poo, rubbing it with her pee and putting pee soaked paper towels under the turf - no go. I have even tried putting grass plugs on top of the turf. I left the “grass” outside on the lawn for two days in the rain and sun, nothing. She immediately hops onto to loo so it’s not a problem getting her there. She is bursting to pee but just won’t use it. Very disappointed!!

I really love this company whenever we’ve had a problem they promptly fix it.  It reduces the smell, and it gives a nice alternative that isn’t unpleasant. our dog loves it, we put it on the balcony and it holds up well. I’m grateful for the excellent product and customer service.