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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Really pleased with purchase
Really pleased with purchase , fast delivery and beautiful radiator cover at bargain price .
17 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello A Banks,
Thank you for your kind review! We're so pleased to hear you're happy with your radiator cover and that it arrived quickly — even better that it was a bargain too!
We really appreciate your support.
—The Jack Stonehouse Team
Shanghi Parasol
I was supplied with a well packaged speedily delivered Shanghi parasol.☂️ very good quality at a very good price excellent value.
1 October 2025
Unprompted review
Reply from Jack Stonehouse
Hello Norman,
Thank you for your lovely review! We're so pleased to hear your Shanghai parasol arrived quickly, well packaged, and lived up to expectations on quality and value - exactly what we aim for!
We really appreciate your support!
—The Jack Stonehouse Team
Customer service first class
Customer service first class, my issue was resolved professionally and with speed. Top notch company
1 October 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kim,
Thank you for your great feedback! We're really pleased to hear your issue was resolved quickly and professionally - it's wonderful to know you had such a positive experience with our team.
We truly appreciate your support!
—The Jack Stonehouse Team
Excellent
Great service all round, great product I'm really pleased with it 100%
20 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Liz,
Thank you for your fantastic review! We're so pleased to hear you're 100% happy with both the product and service - your support means a lot to us.
—The Jack Stonehouse Team
Excellent
Cart very good. Had a problem with charger but was resolved very quickly and efficiently. Good communication.
2 October 2025
Unprompted review
Reply from Jack Stonehouse
Hello Ste,
Thank you for your kind feedback! We're really pleased to hear the issue with the charger was sorted quickly and that the communication met your expectations. Great to know you're happy with the cart overall.
—The Jack Stonehouse Team
Speedy delivery!
Delivery was was well below 24hrs from ordering! Amazing company amazing products. I have ordered before and I will order again
19 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kat,
Thank you for your fantastic review. We're thrilled to hear the order arrived so quickly and that you're happy with both the products and service. It means a lot to have your continued support - we look forward to helping you again soon.
—The Jack Stonehouse Team
Absolutely wonderful
Absolutely wonderful! I ordered 2 cream gazebos and the quality is fanatastic as i needed them for my business! The delivery was wonderful too as it was so quick and i have raved about this compaby since and have told everyone who comments on the gazebos as we use them during play groups etc! So thank you so much!!
26 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello BASE,
Thank you for such a wonderful review! We’re so pleased to hear you’re happy with the quality of your gazebos and that they’ve been a great fit for your business. It’s fantastic to know they’re getting compliments during your play groups — and we really appreciate you spreading the word!
Thanks again for your kind words and support.
—The Jack Stonehouse Team
3 wooden bin tidy
Ordered a 3 wooden bin tidy, arrived with components missing, therefore sent an email to the company. I was informed the item would come in two deliveries, not mentioned on ordering and not mentioned in correspondence with courier. Second package never arrived and once again contacted Jack Stonehouse, who then informed me it was out of stock and I could get a refund if I send it back. All in all my experience with Jack Stonehouse has been poor. I would not recommend.
24 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Anne,
We’re really sorry to hear about your experience and completely understand your frustration. It’s disappointing that the second part of your order didn’t arrive as expected, and we apologise for the lack of clear communication around the delivery and stock situation.
Your feedback has been passed on to the relevant teams, and we’ll be reviewing how we handle part-shipments and courier updates to prevent this happening again.
If there’s anything more we can do to support you, please don’t hesitate to get back in touch.
—The Jack Stonehouse Team
Great service
Great service! Hadn’t heard of this supplier before and they were brilliant. Everything came really quickly and was really good quality. Was so easy to build and looks great. Would recommend them for sure
8 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
Thank you for your fantastic review! We're so pleased to hear your order arrived quickly, was easy to assemble, and met your expectations on quality. It’s great to know we made a strong first impression — and we really appreciate the recommendation!
Thanks again for your support.
—The Jack Stonehouse Team
The worst customer service ever !!!
If I could give this company 0 stars I would.
Their customer service is non existent!
I bought a lean to awning from them.
On seeing my garden, the handyman who was going to put it up for me. Advised me to return it, as my garden slopes slightly and the awning wasn’t suitable to use on a slope. I tried phoning JS but it was just a recorded message.
After trying more than a dozen times at different times of the day, I decided to email them, there was no reply. After several emails I eventually told them I would take the matter further. Surprise surprise I had an answer the next day saying they had emailed me to ask when they could pick it up. And I hadn’t answered!!
I looked in all the places where the missing email could be, but there was no sign of it. To cut a long story short, I emailed them again to give them several dates when they could collect the item, they didn’t come!!
Then on the 8th August unexpectedly couriers came and collected the awning.
Which by the way, hadn’t been opened.
A couple of weeks after collection my grandaughter emailed them for me to tell them I hadn’t received a refund.
I heard nothing.
Then one day a courier arrived to pick up the awning, that had been collected on the 8th of August!!
I spoke to the courier and they confirmed they had collected the awning on the 8th
of August.
So I emailed JS last week to tell them, if the matter has not been resolved by the end of this week I will take matters further
It is now the 14th of September. I have heard nothing from JS, and I have still not had a refund!!!
7 August 2025
Unprompted review
Reply from Jack Stonehouse
Hello Geraldine,
We’re truly sorry to hear about the experience you’ve had and completely understand your frustration. This is far from the level of service we aim to provide, and we sincerely apologise for the delays and confusion regarding the return and refund process.
Your feedback has been escalated to our customer service management team for urgent review, and we’ll do all we can to get this resolved for you as quickly as possible. We also understand the importance of timely and clear communication, and we’re sorry that this wasn’t your experience in this instance.
Please rest assured that we are looking into this as a priority. If you are still awaiting a response, feel free to contact us again at sales@jackstonehouse.com with “FAO Management – Refund Follow-Up” in the subject line so we can ensure it’s addressed promptly.
Thank you again for bringing this to our attention, and we do apologise for the inconvenience caused.
—The Jack Stonehouse Team
Xmas present for our Granddaughter.
Looking for a 20" bike for my Granddaughter as Xmas present, first company had bad reviews for 2025, hunted further and saw Jack Stonehouse also Click & Collect option. Had to phone as on website after 4pm, OK lines very busy Friday morning, had 21 calls advising all lines busy, so sent an email, advising what I wanted, 5 mins later I managed to get through, Afaz answered, and said Mr Lane I was just going to call you from your email. brilliant service, organised to collect Elswick Cherish 20" after 14:30 that Friday, arrived at 15:03 and box waiting, nice guy loaded it for me, well packaged and just had a quick look, all present and ready to assemble closer to Xmas, great experience guys, 5 out of 5 all around.
12 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Mr Lane,
Thank you so much for your detailed review! We're really pleased Afaz was able to assist so quickly and that everything was ready and waiting for collection — just in time for a special Christmas gift. It’s great to hear the experience was smooth from start to finish, and we’ll be sure to pass your kind words on to the team.
We really appreciate your support and wish your granddaughter lots of fun with her new bike!
—The Jack Stonehouse Team
Extremely well packed and delivered on…
Extremely well packed and delivered on time. Very easy to damage the paintwork but it arrived in perfect condition.
4 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Michael,
Thank you for your kind feedback! We’re really pleased to hear your order arrived on time and in perfect condition — especially with how delicate the item is. We appreciate you taking the time to leave a review!
—The Jack Stonehouse Team
Terrible courier fab customer service
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 been left discreetly and safely). Was missing on our return - Customer Service have been fantastic and sorted this out for us quickly and efficiently. Very impressed and will definately be back.
11 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Donna,
Thank you for your honest feedback — we’re really sorry to hear about the courier issue, but we’re so pleased our customer service team were able to step in and resolve things quickly for you. It means a lot to know you were impressed with the support, and we truly appreciate your kind words.
We look forward to welcoming you back again soon!
—The Jack Stonehouse Team
Excellent Company
The service I received from Jack Stonehouse was absolutely fantastic.
I ordered on a Friday it arrived on the Monday.
Packaging was very good and secure.
Araz who worked in customer services was extremely helpful.
I would certainly recommend this Company
8 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Linda,
Thank you for your fantastic review! We’re so pleased to hear your order arrived promptly and securely, and that Afaz was able to assist you so helpfully — we’ll be sure to pass on your kind words.
We really appreciate your recommendation and support!
—The Jack Stonehouse Team
Excellent customer service!
Awful courier service where item was not delivered. Emailed customer service who rapidly responded . Spoke to Azef, who quickly rectified the situation for me. Thank you so much!
8 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Sharon,
Thank you for your kind review! We're really sorry to hear about the courier issue, but we're pleased Afaz was able to step in and get things sorted quickly for you. We’ll be sure to pass on your thanks to him.
We really appreciate your patience and support!
—The Jack Stonehouse Team
Arrived at a later time than advised…
Arrived at a later time than advised but on the same day. Some marking on arms and canopy but nothing too noticeable when fully extended - takes some work to extend but a good exercise workout
2 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Gina,
Thank you for your honest feedback! We're glad to hear your order arrived safely, even if a little later than expected, and that you're mostly happy with the product. We appreciate you pointing out the minor marks and the effort needed to extend it — hopefully it’s worth the workout!
Thanks again for your support.
—The Jack Stonehouse Team
Two bin storage hinges bad instructions…
Two bin storage hinges bad instructions poor very flimsy I wish I never bought it
6 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello Ian,
We’re really sorry to hear you were disappointed with your bin store, and we completely understand your frustration. It’s never our intention for customers to feel let down by the product or instructions, and we appreciate you taking the time to share your experience.
Your feedback has been passed on to our product team for review. If you’d like to discuss this further, please don’t hesitate to get in touch with our customer service team.
—The Jack Stonehouse Team
Excellent Service
I called regarding a faulty battery charger for a golf cart I had purchased a couple of months ago. I got through immediately which was refreshing and spoke to a great guy called Afaz. He handled my problem quickly and easily and was very helpful, especially as I had lost my order details which he handled without any issue. A replacement was agreed, which he said if I emailed before noon and made it for his attention he would personally ensure it was set out and would be with me within 2 days. True to his word he responded he had dealt with it. Can't speak highly enough of the experience and Afaz. I rarely do reviews but I do think great service needs recognition. The whole process including the original order was handled really well and I would not hesitate to recommend the company or the ater sales service.
3 September 2025
Unprompted review
Reply from Jack Stonehouse
Hello TRAW,
Thank you for taking the time to leave such a thoughtful review — we’re really pleased to hear Afaz was able to step in and get everything sorted so smoothly. It’s great to know the service left a lasting impression, and we’ll make sure your kind words are passed on to him.
We’re truly grateful for your recommendation and support — it means a lot to the whole team.
—The Jack Stonehouse Team
Excellent customer service
I had a query about the warranty of my electric trolley and received a very helpful response within 24 hours which answered my question in an excellent manner.
The customer service rep Bee was extremely supportive, friendly and I would highly recommend the customer service department to anyone who has a problem.
Overall I had an excellent experience and look forward to buying more products in the future.
28 August 2025
Unprompted review
Reply from Jack Stonehouse
Hello Scott,
Thank you for your fantastic review! We're so pleased to hear Bee was able to assist you so promptly and helpfully — we’ll be sure to pass on your kind words. It’s great to know your experience with our customer service team left such a positive impression.
We really appreciate your support and look forward to helping you again in the future!
—The Jack Stonehouse Team
I felt I had to write about my…
I felt I had to write about my experience with Jack stonehouse.Their service is fantastic.while other companies take forever to reply to emails they reply extremely quickly. Although I had a slight problem with one of their products they sorted it out to my satisfaction.I cannot praise them enough for their customer service which is second to noneI strongly recommend this company and would definitely use them again
WELL DONE
27 August 2025
Unprompted review
Reply from Jack Stonehouse
Hello John,
Thank you so much for your kind words! We're really pleased to hear that our team were able to respond quickly and get everything sorted for you. It means a lot to know you'd recommend us and shop with us again — we truly appreciate your support.
Thanks again for taking the time to leave a review!
—The Jack Stonehouse Team
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