Bests & Worsts Reviews from Amazon

I did like the grass at first. It was soft, looked real and my kids were happy playing on it. I only have 2 problems with it. 1) The grass would not stand up on its own despite being told that infill was not needed. Infill is needed but my kids still liked it and I didn't want to spend another $150 - $200 to use the recommended type and quantity from the infill community (there is one btw). So the grass layed pretty flat and that was disappointing but I tried to get over it. 2) It melted. Uh, yeah, that's a problem. After a few months under the piping hot Southern California sun, the grass started getting these streaks of melted lines (see photos). I don't know how to explain it. It looked like someone left a 4 x 4 piece of metal on the grass that then heated up past what's reasonable and melted the grass. But there was no metal set on the grass. Maybe a reflection from a window? Couldn't find one. I have no idea what or how this happened, but the melted areas feel like the rough part of the kitchen sponge. They're rough and sharp (ish) but definitely not comfortable to play on. So, before contacting Amazon, I called the company. The grass was 8 months old at that point, to see if I could get a replacement or a refund. They DO have a 10-year warranty after all. Like I wrote in the title of this review, the guy on the phone was so rude. He didn't like that I was calling. He seemed very put off. Eventually, he asked me to send pictures. I went and took 7 pics, including a few close-ups, and emailed him right back. He replied: Hi Ryan, Do you know how did the turf melt? Can you cut a sample of the melted part and send to us. We will send replacement to you after we tested the sample. Wei LITA customer service team I replied: You can tell by the photos that it's melted. I took 3 close up shots for you. That is all I should need to do. Do you want more photos? He replied: I know your turf is melted, but it is part of our process. Please understand that we need the sample to test and told factory to keep our products in good quality. Please send it to LITA 1550 S Miliken ave, Ontario, CA 91761 Are you kidding??? Cut it out? He was much more rude on the phone than it seems in these emails. If he would've said that they're sorry this happened, they'll send another one right away and then asked if I would be able to cut out a small sample after the new grass got here and send it to him I would've said NO PROBLEM. Thanks for taking care of the problem in a friendly manner, I'd be glad to send it to you. They lost a customer. I contacted Amazon after that, explained what happened and they refunded my money. Amazon saves the day again. I bought another patch of artificial grass from SunVilla on Amazon and THAT has been fantastic, SO FAR. lol, let's see how we look in 8 months! Hope this was helpful, guys. UPDATE: 9/26/19 Okay, I'm going to have to eat some serious crow here... I realized, yesterday, after the second artificial grass I had bought (from a different company) suffered the same, oddly uniform, burns on it that this one did (that I gave a 1 star rating). It WASN'T the grass. I ripped the quality of this product unfairly, turns out. There is a set of double pane glass windows, overlooking our patio, that reflect the sun with serious intensity. As the weeks and months went by, different parts of the grass would get burnt and now I know why! Long story short, I'm raising my stars to 4. The grass is very comfortable but I have 2 issues. 1. Customer service was quite unfriendly but in the end I did get a refund after the return window (through MANUFACTURER warranty) so no stars removed for that. 2. I was told via email that I didn't need infill to keep the grass from standing up straight but I did. You DO need infill to keep it vertical. For that I dropped it to 4 stars. I would recommend this grass afterall, just get infill if you want a really close, real grass simulation. For the record, I was not paid or even contacted to change my rating. It's just the fair thing to do upon realizing my misjudgment. Still hope this was helpful!