Terrible courier - fantastic customer service. Item was delivered when we were not home and left leaning against my front door on a busy road (despite us having a side entrance where it could have be... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Order for a electric golf trolley. Had no communication, couldn"t speak to them due to their automated message which just hangs up, no response by email which led me to have real fear re... See more
Triple Wooden Wheelie Bin Storage I was very pleased with the storage unit unfortunately due to a recent storm the lids broke off. Please note this wasn’t a design floor, just very bad weather.... See more
Company replied
What a really pleasant experience. I knew what I wanted and phoning the Jack Stonehouse web site put me in touch with Afaz, highly articulate and great knowledge. So he organised my 3 meter awning to... See more
Company replied
Company details
Written by the company
The Jack Stonehouse brand has been created to bring you an ever expanding range of top quality home products and furnishing items. As a successful online company group trading on many platforms, this website offers you an excellent choice of home products at competitive prices. All items live on site are in stock and will be despatched on a next day service if ordered before midday
Contact info
35 Tameside Drive, Castle Bromwich, B35 7AG, Birmingham, United Kingdom
- 01604 537900
- sales@jackstonehouse.com
- jackstonehouse.com
4.2
Great
420 reviews
Replied to 84% of negative reviews
Typically replies within 1 week
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Ordered and delivered within a few days…
Ordered and delivered within a few days no problem
8 January 2026
Unprompted review
Reply from Jack Stonehouse
Hello John,
Thank you for your great review! We’re really pleased to hear everything went smoothly with your order and delivery — just how it should be.
We appreciate your support!
—The Jack Stonehouse Team
Great customer service
I ordered a bin store from their returned discounted section. Unfortunately the wrong colour was sent and the advertised colour was not in stock. Ordinarily I’d have given less than 5 stars due to this, however the customer service experience was great - even over the new years period.
9 January 2026
Unprompted review
Reply from Jack Stonehouse
Hello Hannah,
Thank you for your lovely review! We're sorry the wrong colour was sent, but we're really pleased to hear our customer service team could support you well — especially over the New Year period. We truly appreciate your understanding and kind words.
—The Jack Stonehouse Team
no fuss returns .
I ordered a small accessory for my wife's golf trolley.
In the event it was no longer needed ;
I emailed to ask if I could return the item & Bee replied offering a full refund & did not require return of the item !
3 January 2026
Unprompted review
Reply from Jack Stonehouse
Hello Nick,
Thank you for your kind review! We’re really pleased Bee was able to assist and make the return process as easy as possible. It’s great to know the service was straightforward and hassle-free — just how it should be!
We appreciate your support.
—The Jack Stonehouse Team
No sign of my ordsr!
I placed an order at the beginning of January for a golf trolley which was over £200. I had an email on Wednesday 7th Jan saying it had been delivered, however it hadn’t.
I have emailed 4 times, rang both the customer service numbers and messaged on Facebook and no one has answered me.
I paid by Klarna and if I don’t hear back or the item appears I will be cancelling all further payments and ask for a refund. But with the customer service I have had so far I’m not holding out much hope.
Worst customer service I’ve ever experienced.
7 January 2026
Unprompted review
Reply from Jack Stonehouse
Hello,
We’re very sorry to hear about this experience — especially considering the value of your order and the lack of communication you've received so far. This absolutely isn’t the standard of service we aim to provide, and we understand how frustrating and concerning this must be.
Please email sales@jackstonehouse.com with your order number and “FAO Management – Missing Golf Trolley URGENT” in the subject line so we can escalate this immediately with both our courier and customer care team.
We’ll do everything we can to resolve this for you as quickly as possible, and we truly apologise for the delay and inconvenience caused.
—The Jack Stonehouse Team
I received a faulty golf trolley
I received a faulty golf trolley and within one week of the response jack stonehouse sent out a courier to collect the broken equipment and within a day I had heard back and they had sent out a replacement . Excellent service. Quick response and great communication .
4 January 2026
Unprompted review
Reply from Jack Stonehouse
Hello Gill,
Thank you for your lovely review! We're really pleased to hear our team were able to get your faulty trolley sorted so quickly and that the communication throughout met your expectations. We truly appreciate your kind words and support!
—The Jack Stonehouse Team
I bought a scooter for my granddaughter…
I bought a scooter for my granddaughter before Christmas on the 18th Dec. The date for delivery before paying was 24-29 Dec. After I paid, it said 29th Dec. So i then tried to cancel it. I tried to call- too busy and message said the fastest means to contact was by email. So I then sent an email, saying to cancel. No response.
I then sent another email again on the 19th Dec. No response. It then arrived on the 29th, but it had been put with my neighbour with no information to me about it being with the neighbour. I then bumped in to her 2 days later and she told me she had had it for 2 days. I then tried to call but again they are too bust and said to send email. I sent another email on the 31st and still have had no response. I tried calling today and nothing- they are too busy. I* then read about returns and they take a £15 to return it. I think this is the worst service I have ever had from a retail outlet!
The company have now contacted me, they have issued a refund and also allowed me to keep the scooter which will now go to a charity. Thus it is all handled and was done rapidly. The main reason for the delay had been my emails had gone to spam and had not been seen. So it is a lesson to be learned for all.
18 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Alison,
Thank you for updating your review and for giving us the opportunity to put things right. We’re genuinely sorry for the frustration you experienced early on — especially with communication and delivery over the busy Christmas period — but we’re glad we were able to resolve the matter in the end.
We appreciate your understanding and are pleased the scooter will now go to a good cause. Your feedback is valued and will help us improve going forward.
—The Jack Stonehouse Team
Communication appalling. Refund not actioned.
Ordered a bike for Christmas and paid for express delivery. The status of the order on the account page was showing "payment recieved" but no update stating the bike had been dispatched or way on the way. On the 23rd I tried repeatedly to call the number on the website to see if the bike was going to arrive before Christmas (delivery was projected for 24th) but got a message stating that they were no accepting calls and being cut off. Knowing they were closing at 4pm that day and would not be open the next day I emailed and sent a message via the website received no reply. As I had not received an email confirming that I would be receiving the bike or the status had not been updated by the time the business closed for Christmas, I had no choice but to source a bike from elsewhere, assuming that it would not be arriving.
It did then arrive on the 24th and the delivery driver said he would take it back. On the 30th I received an email asking if I wanted a refund as they had the bike back. I confirmed immediately that I did want a refund.
It is now the 5th January, I have not received any messages since one on the 30th and, no refund either. As I paid via Amazon Pay, I can see that the refund request hasn't even been actioned. We need our money back.
The whole issue could have been avoided if they'd communicated the status of my order to begin with.
23 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Hayley,
We’re truly sorry to hear about your experience — especially given the timing around Christmas — and we completely understand your frustration. The lack of communication and delay in processing your refund falls short of the service we aim to provide, and we sincerely apologise for the inconvenience this has caused.
Your feedback has been escalated to ensure your refund is prioritised and actioned without further delay. If you haven’t already, please email sales@jackstonehouse.com with your order number and “FAO Management – Refund Urgent” in the subject line so we can get this resolved as soon as possible.
Thank you again for your patience, and we’re genuinely sorry for the trouble this has caused.
—The Jack Stonehouse Team
Helpful customer service
Bought something from Matalan who used this company as a third party to supply. Unfortunately the wrong item was delivered. After going in circles with Matalan customer service for 10 days I found out the supplier was this company and I had my order replaced and wrong item returned within a week when I contacted them. Thank you . Matalan shame on you I paid my money to you and I did your job for you. Thank you again #jackstonehousecustomerservice
18 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Helen,
Thank you for your kind words — we're really pleased we could step in and get everything sorted for you quickly. We're sorry to hear you had such a frustrating time initially, but we’re glad we could help turn things around in the end.
Your feedback means a lot — thank you again for taking the time to share it!
—The Jack Stonehouse Team
Great quality and easy to reassemble
Great quality and easy to reassemble. My grandson is over the moon with his new bike . Customer service was excellent
7 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Graham,
Thank you for your lovely review! We’re so pleased to hear your grandson is loving his new bike — and that everything was easy to reassemble. We’re also glad our customer service team could help along the way.
Thanks again for your support!
—The Jack Stonehouse Team
Had a problem with a battery charger on…
Had a problem with a battery charger on my golf trolley contacted Jack Stonehouse after sales with the problem
They carried out all the checks then supplied me with a new one
9 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Philip,
Thank you for your kind review! We’re really pleased our after-sales team were able to help and get a replacement charger sorted for your golf trolley without any fuss. We really appreciate you taking the time to share your experience!
—The Jack Stonehouse Team
Edited!! Please read
Horrendous. No correspondence after the inital sale email, nothing to say it had been sent etc they then sent the wrong item, tried to call but there's no answer and no way of waiting in a queue as the automated response just hangs up. The FAQ states that I'd have to pay a £15 return fee. Absolutely Horrendous.
So I had someone contact me to say they will be collecting the wrong order at no cost to me and sending out the right item immediately, they apologised profusely and now I feel awful! Mistakes happen and they handled this perfectly im blown away with the customer service and I shouldn't have been as quick to mark it as another show of poor customer service. Lesson learned for me. Thank you to the team member that reached out you were fantastic!
8 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Sigourney,
Thank you so much for updating your review — we really appreciate your understanding and are so pleased our team were able to turn things around for you. Mistakes can happen, but we’re glad we had the chance to make it right and that you felt well looked after in the end.
We’ll be sure to pass your kind words on to the team — and thanks again for giving us the opportunity to resolve it!
—The Jack Stonehouse Team
Amazing quality
Amazing quality, very sturdy ... easy to put together, so happy with them
Thank you
10 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Danielle,
Thank you for your lovely review! We’re so pleased to hear you’re happy with the quality and sturdiness of your purchase — and that it was easy to put together too. We really appreciate your kind words and support!
—The Jack Stonehouse Team
Great golf trolley unfortunately the…
Great golf trolley unfortunately the battery charger is faulty have E mailed for a replacement but no communication so far.
This is unfortunate as the trolley looks really good and was delivered quickly
As I said a shame I cannot yet use the trolley
8 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Steven,
Thank you for your feedback. We're really pleased to hear you're happy with the golf trolley, but we're sorry to learn there's been an issue with the charger — and especially that you've not yet had a response.
This isn’t the level of service we aim to provide, and we apologise for the delay. Please email us again at sales@jackstonehouse.com with “FAO Customer Care – Charger Replacement” in the subject line, and we’ll prioritise this for you.
Thanks again for your patience, and we’ll do our best to get you back up and running.
—The Jack Stonehouse Team
Stunning Clock
Although there wasn't a constant update about the status of the delivery, product arrived on estimate time.
The clock is stunning and added a chick touch to the living room decoration. Really happy with my purchase.
9 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Adriana,
Thank you for your lovely review! We’re so pleased to hear you’re happy with your new clock — it sounds like a perfect addition to your living room. We appreciate your feedback on delivery updates and will certainly take that on board.
Thanks again for your support!
—The Jack Stonehouse Team
A very easy site to navigate and…
A very easy site to navigate and reasonable prices, also very swift delivery, always worrying when ordering towards the end of November for christmas
25 November 2025
Unprompted review
Reply from Jack Stonehouse
Hello Diane,
Thank you for your lovely review! We're so pleased to hear you found the website easy to use and that your order arrived quickly — especially with Christmas around the corner. We're glad we could give you some peace of mind during the festive rush!
—The Jack Stonehouse Team
Great product and design wood bin storage
Very pleased with our bin storage. Great product and builder put it up in no time. Took 1 star off as delivery was late at night and raining. We couldn't move it ourselves that late at night as we are both retirees.
10 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Betty,
Thank you for your kind review! We're really pleased to hear you're happy with the bin store and that it was quick to assemble. We’re sorry the delivery timing wasn’t ideal — we completely understand how frustrating that must have been, especially in the rain.
We appreciate your feedback and support!
—The Jack Stonehouse Team
I would never order from this company…
I would never order from this company again. We entered our new address for the shipping, then a glitch on their system kicked it out and is now being delivered to our old address. We contacted them straight away to ask them to resolve this they said no it’s already left the warehouse??? We have been given the run around all week to then find out yesterday they haven’t dispatched it from the warehouse on Thursday night as XDP still don’t have it. You try and phone it cuts you off straight away. We have requested a full refund but been ignored on that. Worst company o have ever dealt with avoid at all costs.
4 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
We’re really sorry to hear about your experience and completely understand your frustration. It’s clear that this situation has caused unnecessary stress, and we apologise for the confusion around the dispatch and delivery details.
We appreciate you bringing this to our attention and have escalated your case to our customer service team to ensure it’s reviewed urgently. If you’re still awaiting a response regarding your refund, please email sales@jackstonehouse.com with “FAO Management – Urgent Refund Request” in the subject line, and we’ll prioritise this for you.
Once again, we’re sorry for the inconvenience and thank you for your patience.
—The Jack Stonehouse Team
Order Not received
Ordered on 30th Nov. It is 11 days. No email to give us a delivery date
30 November 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
We’re really sorry to hear you haven’t received your order and for the lack of communication around delivery — this isn’t the experience we want our customers to have, and we apologise for the inconvenience caused.
Please email us at sales@jackstonehouse.com with your order number so we can investigate this as a priority and get it resolved for you as soon as possible.
—The Jack Stonehouse Team
Black radiator cover
Sadly the item arrived damaged, however they dealt with it quickly and processed refund without any issues. Would use site again.
4 December 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kim,
Thank you for your review! We're really sorry the radiator cover arrived damaged, but we're glad to hear our team were able to resolve things quickly and process your refund without any hassle.
We truly appreciate your understanding and look forward to helping you again in the future.
—The Jack Stonehouse Team
very late delivery and very poor customer service
The product did not turn up on time, even though I had paid the express delivery.
Customer service telephone number is useless, as a recorded message just tells you to email them and then cuts you off.
The email then says they will respond in 48 working hours.
Not sure how they think this is good customer service.
When you do get a response, they just appologise and say they cant do much.
They will not listen to any suggestions on how they could resolve the issue.
Not good!!!
Be very wary of ordering from this company.
20 November 2025
Unprompted review
Reply from Jack Stonehouse
Hello D. Patel,
We’re really sorry to hear about your experience and completely understand your frustration — especially after paying for express delivery. This isn’t the level of service we aim to provide, and we apologise for the delay and for how your concerns were handled.
We also take your comments about phone and email support seriously and are reviewing how we can improve both response times and clarity for our customers moving forward.
If there’s anything still outstanding or unresolved, please email us at sales@jackstonehouse.com with your order number and we’ll make sure it’s looked into as a priority.
—The Jack Stonehouse Team
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