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
4.1
Great
421 reviews
Replied to 80% of negative reviews
Typically replies within 1 week
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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.
November 20, 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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No problems whatsoever
No problems whatsoever, never heard of this site but I will be using them again quick delivery and my radiator cover is lovely
And great quality
November 28, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kerry,
Thank you for your lovely review! We're so pleased to hear you're happy with your radiator cover and that everything arrived quickly.
It’s great to know we made a good first impression — we look forward to welcoming you back again soon!
—The Jack Stonehouse Team
Absolute cowboys
Absolute cowboys. Took money for item and express delivery and haven't even sent the item and can't tell me when it will arrive. Avoid
December 4, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Gary,
We're really sorry to hear about your experience and completely understand your frustration — especially after selecting express delivery. This is far from the standard of service we aim to provide, and we apologise for the delay and lack of clarity around your order.
Please email us at sales@jackstonehouse.com with your order number so we can look into this as a priority and get things resolved for you as quickly as possible.
—The Jack Stonehouse Team
Great customer service.
Great customer service.
I bought an electric golf trolley and after a few weeks I had problems with the battery. After contacting sales they asked me to get it tested and following a report they have agreed to replace the battery which is exceptional.
Communication was great and I am expecting the replacement battery in a couple of days.
Thanks
December 3, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Steven,
Thank you for your kind review! We're really pleased to hear our team were able to assist quickly with your golf trolley battery and that the communication throughout has been clear and helpful. We hope the replacement arrives as expected and serves you well out on the course!
Thanks again for your support.
—The Jack Stonehouse Team
First class service … can’t recommend…
First class service … can’t recommend highly enough .. faulty item replaced within a couple of emails …
December 1, 2025
Unprompted review
Reply from Jack Stonehouse
Hello William,
Thank you for your great review! We’re really pleased to hear the issue was sorted so quickly and that you were happy with the service. We truly appreciate the recommendation!
—The Jack Stonehouse Team
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Poor service and still not sorted out
Dealing with them at the moment. Gave a date for their courier to pick up a faulty heater , waited in all day and they did not arrive. No apology just told we are not the courier and to call them. I was offered to keep the heater and they would partial refund only to be then told we can't now do that. 3 weeks now without a heater and very poor service. Now have to take more time off as they won't collect on a weekend day and I work in the week.
December 2, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Paul,
We’re very sorry to hear about your experience and the inconvenience this has caused — especially with the missed collection and the time you’ve already had to take off. We completely understand your frustration and apologise that this has not been handled as smoothly as it should have been.
While we do rely on third-party couriers, it’s our responsibility to ensure these situations are managed better, and we’re genuinely sorry for the disruption. Your feedback has been passed to our customer service team for review, and we’ll do everything we can to help get this resolved properly for you.
If you’re still awaiting resolution, please get in touch with us at sales@jackstonehouse.com and include your order number and availability so we can work around your schedule wherever possible.
—The Jack Stonehouse Team
Best value chair we have ever bought
Best value chair we have ever bought
Comfy sturdy easy to use perfect 100% best quality
November 22, 2025
Unprompted review
Reply from Jack Stonehouse
Hello MRSMARTHAPHILLIPS,
Thank you for your brilliant review! We're so pleased to hear you're loving the chair and that it’s hit the mark for comfort, quality, and value — exactly what we aim for.
We really appreciate your support!
—The Jack Stonehouse Team
Fantastic customer service
I purchased a Pro Rider Electric Golf Trolley and a Pro Rider Golf Cart Bag in early October, unfortunately the little tab near the bottom of the bag, designed to hold a golf umbrella, came free and on further inspection I noticed that the actual stitching had started to come away around the base, anyway I contacted Afaz in customer service and explained the problem, sending a few pics for clarity, within a few days I was sent a new replacement bag with no qualms nor questions. Absolutely top class service.
PS. I am delighted with my trolley
November 25, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Bryan,
Thank you for your fantastic review! We're really pleased to hear Afaz was able to resolve the issue with your golf bag quickly and without any hassle — we’ll be sure to pass on your kind words. It's great to know you're also enjoying your Pro Rider trolley!
We truly appreciate your support.
—The Jack Stonehouse Team
Great Heater...Fantastic Customer Service
Fantastic Heater, and customer service ws excellent, answering all our questions very quickly.
Would definately recommend
November 20, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Olli,
Thank you for your lovely review! We're so pleased to hear you're happy with your heater and that our customer service team were able to assist you quickly and clearly. We really appreciate the recommendation!
—The Jack Stonehouse Team
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Absolutely disgusted with the lack of…
Absolutely disgusted with the lack of urgency and customer service when I comes to a mistake made by this company. I ordered a balance bike through Argos and this company sends the wrong bike! In a damaged box! And on top of that when tracking my order it was stating it hadn’t been dispatched. I contacted them and Argos expecting this to be rectified easily but a week later I still have the wrong bike and they refuse to send out the correct one until they have collected and inspected the wrong one I was sent! This is not a case of a change of mind it is a case of this company doing a rubbish job and making a mistake to the penalise me for being honest. They have caused a great deal of distress and my grandson is still waiting for his bike! The customer service is shocking to the point of rude and there has been no form of apology or urgency in getting this rectified. Do not order from them and Argos should think about removing them as a supplier!
November 19, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kay,
We’re truly sorry to hear about your experience and completely understand how frustrating and upsetting this situation has been — especially with your grandson waiting for his bike.
This clearly isn’t the level of service or care we aim to provide, and we apologise for the mix-up with your order and the delay in resolving it. While we do have processes in place for inspecting returned items, we recognise that this has caused unnecessary distress and inconvenience, and we’re sorry for how it was handled.
Your feedback has been escalated to our management team for urgent review, and we will take steps to ensure this is followed up properly. We appreciate you bringing this to our attention, and we’re genuinely sorry for the disappointment caused.
—The Jack Stonehouse Team
Well packaged easy to assemble works…
Well packaged easy to assemble works great
November 8, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Peter,
Thank you for your great feedback! We’re really pleased to hear everything arrived safely, was easy to assemble, and works just as expected.
We appreciate your support!
—The Jack Stonehouse Team
Great service
Great service. The website is easy to use. Lots of great products. Great price too. Delivery on time and very quick .
October 22, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Sally,
Thank you for your lovely review! We're so pleased to hear you had a smooth experience from browsing to delivery — and that the products, prices, and service all hit the mark.
We really appreciate your support!
—The Jack Stonehouse Team
Professional and delivered on time
Professional and delivered on time. The product was flimsy, miss labeled, had to adapt to make it work, wouldn’t recommend
October 24, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Barry,
Thank you for your feedback. We're pleased to hear your order arrived on time, but we’re sorry to learn the product didn’t meet your expectations and required adjustments. That’s certainly not the experience we aim to provide, and your comments have been passed on to our product team for review.
We appreciate you taking the time to share your thoughts and are sorry for any inconvenience caused.
—The Jack Stonehouse Team
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Jack Stonehouse Radiator
I bought a radiator september last year Model ( LED Display Digital Electric 9 Fin Oil Filled Radiator Heater 2000W Black? by March the radiator start to leak oil, soI complain and they refund me in May. As the weater was warm I didn't open the box so I'd keep it inside to protect from dust.
I open the box and in October to find out the radiator has a fault. I complain and the company is not going to refund me because the warranty has expired in september.
My advise is don't buy Jack Sotnehouse radiator they are very poor made and don't last long.
May 3, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Stlua,
We’re really sorry to hear about your experience and understand your frustration. It’s disappointing to know the replacement radiator developed a fault, and we truly regret that it let you down after your original refund was processed.
Unfortunately, as the warranty period had expired at the time of your second request, we were unable to offer a further refund or replacement. That said, your feedback has been passed to our product team so we can continue working to improve quality and reliability.
We appreciate you taking the time to share your experience and are sorry again for the inconvenience caused.
—The Jack Stonehouse Team
Reply from Jack Stonehouse
Hello,
Thank you for your kind review! We're so pleased to hear you're happy with the awning, the price, and the service — just what we like to hear!
We really appreciate your support.
—The Jack Stonehouse Team
Ordered a black glass heater for my…
Ordered a black glass heater for my outbuilding. Was dispatched promptly on a Friday and arrived by Fed-EX on the Monday. Love the WiFi enabled heater and means I can keep a perfect environment along side my dehumidifier, to ensure the Outbuilding is useable all year round. Appreciated the 10% discount as a key transport worker, so thank you 🙂. Would use again and highly reccomend.
October 6, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Martin,
Thank you for your fantastic review! We're so pleased to hear you're happy with your new heater and that it’s helping keep your outbuilding just right all year round. It’s great to know the delivery was prompt and that the discount made a difference — we really appreciate the work you do as a key transport worker.
Thanks again for your support and recommendation!
—The Jack Stonehouse Team
Fast delivery very well packed highly…
Fast delivery very well packed highly recommended
October 1, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Gary,
Thank you for your great review! We're so pleased to hear your order arrived quickly and well packaged — we really appreciate the recommendation.
—The Jack Stonehouse Team
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Not 100% convinced of it's longevity.
This review relates to the Wheelie bin storage unit.
From the outset once constructed it does the job BUT…
Ahead of my purchase, I contacted customer service, who were helpful and informative. I established the unit was in stock, same day despatch and the timber was not pressure treated but probably Kiln dried…or not!
The unit arrived the next day. Be aware that it is flat packed and requires very basic DIY skill to assemble but I would say an electric screwdriver was mandatory with so many screws to insert.
Having unpacked everything, I was not overly impressed by the quality of the Chinese timber. A couple of splits were noticed and remedial Gorilla Glue, seemed a better option than attempting to repackage and return. The decision was also taken pre construction to treat ALL the timber with a coat of Cuprinol. Time consuming and another twenty quid but hopefully worthwhile in the long term.
The construction was relatively straightforward with all items numbered but still took a couple of hours, although subsequently I did some mods.
Overall the cost of the units was less than buying the timber from a reputable timber merchant so I suppose that makes it value for money.
September 13, 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thank you for taking the time to leave such a detailed and honest review. We're really pleased to hear that our customer service team were helpful ahead of your purchase and that the unit arrived promptly. It's great to know the bin store is doing its job, even if it required some extra effort during setup.
We appreciate your feedback regarding the timber quality and the assembly process — it’s valuable insight that we’ll be passing on to our product team. Treating the timber was a great idea, and we hope it helps ensure long-term use.
Thanks again for your support and for sharing your experience.
—The Jack Stonehouse Team
Very impressive awning
Very impressive awning ordered it 3m x 2.5 delivery was estimated at 5 days but came the next day!
Installation was easy and looks brilliant!!
Light brightens up my garden in the dark.
I got the full electric for just short of £450 and it comes with remote and long 3m cable to plug into socket. Customer support were helpful too when I queried where my cover was and that it was getting shipped from a different warehouse.
Holds strong in high wind . Would recommend..
September 30, 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
Thank you for your fantastic review! We're so pleased to hear you're impressed with your awning — it’s great to know the early delivery, easy installation, and overall performance have all lived up to expectations. Glad the lighting and remote features are making a real difference too!
We really appreciate your recommendation and support.
—The Jack Stonehouse Team
Fantastic experience
Fantastic experience. Assisted me with obtaining replacement part for my electric trolley. Would highly recommend this seller. Thanks
October 4, 2025
Unprompted review
Reply from Jack Stonehouse
Hello Gordon,
Thank you for your great review! We’re really pleased we could help with the replacement part for your electric trolley — and we truly appreciate the recommendation.
Thanks again for your support!
—The Jack Stonehouse Team
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