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
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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.
I had intended to get a replacement…
I had intended to get a replacement battery for my Prorider electric trolley,but when I saw the offer with Jack Stonehouse that was so good as well as honouring the discount for in my case NHS staff I opted to purchase a completely new one. It was delivered promptly and came with instructions and extras,totally pleased with trolley and the fantastic service from Jack Stonehouse 👏👏👏
7 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Richard,
Thank you for your fantastic review! We’re so pleased you were happy with the offer and that the NHS discount helped make the decision even easier. It’s great to hear your new trolley arrived promptly and met your expectations — we really appreciate your kind words.
Thanks again for your support!
—The Jack Stonehouse Team
Ordered a heating and cooling fan which…
Ordered a heating and cooling fan which arrived with a faulty remote control. The instructions for using the fan manually, only contained increasing the temperature not decreasing it which is what we wanted it to do ( because of recent heatwave). Rang the sales team to ask for a replacement remote and advice. Was told to put enquiry in an email, I did that, then Bilan replied with " no can do, they don't replace remotes" he didn't offer any advice about temperature control. I've tried calling twice today and it goes straight to answerphone. I'm not happy with their customer care, they were quick enough to have the £100 off me but don't want to help. Do not buy anything from this company.
16 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello Jenny,
We’re really sorry to hear about your experience and completely understand your frustration — especially during a heatwave. It’s disappointing to know we let you down after your purchase, and we apologise for the lack of support you received.
Your feedback has been passed to our customer care team for urgent review. If you're still in need of assistance, please email us again with your order details — we’d like the chance to resolve this properly for you.
—The Jack Stonehouse Team
Baby Musical swing
My Grandson musical Baby swing part broke. I sent an email got a response very quick. I was sent a new replacement swing out . It arrived within a few days great service.
11 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello Shaz,
Thank you for your kind review! We’re so pleased we could get a replacement swing sent out quickly and that everything was sorted without delay. It’s great to hear you're happy with the service — we hope your grandson enjoys the swing!
—The Jack Stonehouse Team
We have only good things to say…
We have only good things to say aboutJack Stonehouse. We ordered a bin store which was delivered promptly but I had made a mistake when I measured the space available in the garden. I contacted customer services and Afaz could not have been more helpful. I got through on the phone quickly and was talked through the return procedure so politely and professionally. Everything was made easy for us and it was so refreshing to deal with a company without any complications along the way. We look forward to usung Jack Stonehouse in the future.
9 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello SS,
Thank you for such a lovely review — we’re really pleased Afaz was able to help and make the return process so smooth for you. It’s great to hear everything was handled easily and professionally, and we’re delighted you had such a positive experience.
We look forward to helping you again in the future!
—The Jack Stonehouse Team
So easy to order and delivery prompt
So easy to order and delivery prompt, had a question for the support guys and was also answered very promptly. Very easy to use the website, very informative website. All you need to choose an AC unit for your requirements. The AC unit is absolutely fantastic, the model i chose not only cools the required room but the cool air drops down to the next floor also. Love it.
2 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello Kieron,
Thank you for your fantastic review! We're so pleased to hear the ordering process was smooth, your queries were answered quickly, and that the website made it easy to choose the right AC unit. It’s great to know the model you picked is working so well — sounds like it’s doing a brilliant job!
We really appreciate your support.
—The Jack Stonehouse Team
Very poor quality product
I ordered a Cyrus 3m Banana Cantilever Parasol Garden UV Protection (Blue) on the 10th May and I received it within a week. Sadly by the 8th July the cord to wind up the umbrella had broken. I contacted the company to advise them of this and request a replacement part / complete umbrella. Sadly they would not / could not do either so offered me a 20% refund as I could not return the umbrella without the original box which I had stupidly thrown away in the belief the umbrella would last more than a few weeks. Lesson learnt there! I am so disappointed with all aspects of this purchase and subsequent treatment so felt it was important to alert others. However should you still choose to buy it please, please keep the box. You will thank me as when it breaks you can send it back.
8 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello Mark,
We’re really sorry to hear about your experience with the parasol and completely understand your disappointment. It’s certainly not the level of quality or service we want our customers to receive, and we appreciate you taking the time to share your feedback.
While we always try to resolve issues fairly, we understand the situation with the missing packaging made things more difficult. Your comments have been passed to our product team for review, and we’re sorry we couldn’t do more on this occasion.
If you need any further support, please don’t hesitate to get back in touch.
—The Jack Stonehouse Team
Excellent value
Excellent value, prompt delivery and extremely happy with my purchases. Will definitely use website for all future purchases.
9 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
Thank you for your fantastic review! We're so pleased to hear you're happy with your purchases and the service — it means a lot that you'd choose to shop with us again.
We really appreciate your support!
—The Jack Stonehouse Team
Reply from Jack Stonehouse
Hello Jonathan,
Thank you for your great feedback! We’re so pleased you’re happy with the quality and speedy delivery — we really appreciate your support.
—The Jack Stonehouse Team
Staff are pleasant to talk to and did…
Staff are pleasant to talk to and did what they said they would do.
8 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello Ian,
Thank you for your kind words! We’re really pleased to hear you had a positive experience with our team — your feedback means a lot.
Thanks again for taking the time to leave a review.
—The Jack Stonehouse Team
I had a random enquiry
I had a random enquiry regarding my golf trolley which I thought was a shot in the dark. However, Bilan, called me with a solution having picked up on my email.
Great service and one very happy customer.
7 July 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thank you for your kind feedback! We’re so pleased to hear Bilan was able to help and turn your enquiry into a positive experience — we’ll be sure to pass on your lovely comments to her.
We really appreciate you taking the time to leave a review.
—The Jack Stonehouse Team
These trollies are amazing value for…
These trollies are amazing value for money. Delivery was quick and when it came I unpacked it and assembled it following the instructions which was really easy. When putting it together I realised they had sent me an all black trolley but I had ordered black and red, I emailed customer service and they gave me the option of either collection and replacement or 15% discount. The speed in which they which they dealt with the issue was very quick. I took the trolley out for 2 rounds of golf before I then charged the battery and it coped fine, even at the course I played which is very hilly. I am extremely happy with this purchase and would definitely recommend it to anyone wanting to buy an electric golf trolley.
18 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thank you for your detailed review — we’re so pleased to hear you’re happy with your golf trolley and that it’s handled the hills with no trouble! We’re also glad our customer service team could resolve the colour mix-up quickly and offer you a choice that worked for you.
Thanks again for the recommendation — we really appreciate your support!
—The Jack Stonehouse Team
The customer service received today…
The customer service received today from Asaf was outstanding. Nothing was too much trouble. In all honesty I rarely write reviews however on this occasion I felt compelled to. Asaf’s attention to detail, polite manner and professionalism was outstanding. First class customer service thank you
27 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Lisa,
Thank you so much for your kind words — we’re really pleased to hear Afaz made such a great impression. It means a lot that you took the time to leave a review, and we’ll be sure to pass your feedback on to him.
Thanks again for your support — we’re always here if you need anything in future.
—The Jack Stonehouse Team
Positive details in constructing our…
Positive details in constructing our awning.
When our awning arrived ( the day after we placed our order) it came in a sturdy, very long, box with straightforward directions. The advice that was given by staff was to make sure you have two people to attach the awning to the wall.......good advice but it was straightforward once we had set the levels ( spirit level and a thick pencil), two step ladders and a drill.
25 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello John,
Thank you for your detailed review! We're really pleased to hear your awning arrived quickly and that the installation went smoothly with the help of our guidance. It’s great to know everything worked out well — and we really appreciate you sharing your experience and tips!
Thanks again for your support.
—The Jack Stonehouse Team
I bought the Pro Rider Trolley Dec 24
I bought the Pro Rider Trolley Dec 24, and very happy with the product. One of the elastic straps broke and having contacted Afaz in Customer Services, a new part, was sent within days, no questions asked. Excellent Customer Service
26 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Jon,
Thank you for your kind review! We’re really pleased to hear you’re happy with your Pro Rider trolley and that Afaz was able to get the replacement part sent out so quickly. We’ll be sure to pass on your feedback to him.
Thanks again for taking the time to share your experience.
—The Jack Stonehouse Team
Excellent customer service
Perfect,and great customer service from Afaz Miah
He went that little bit further to help me with my issue.
Many thanks
Thanks again.
26 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Lee,
Thank you for your lovely feedback — we’re so pleased to hear Afaz was able to go the extra mile for you. We’ll be sure to pass on your kind words to him!
Thanks again for taking the time to leave a review.
—The Jack Stonehouse Team
Great customer service and speedy…
Great customer service and speedy response. Bilan was great and dealt with my issue very professionally and in a timely manner.
14 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Anz H,
Thank you for your kind feedback! We’re so pleased to hear Bilan was able to help and that your issue was resolved quickly and professionally — we’ll make sure your comments are passed on to her.
Thanks again for taking the time to leave a review.
—The Jack Stonehouse Team
Afaz in customer service was great
Afaz in customer service was great! My radiator cover was delivered with one screw missing, but he called me, checked which screw it is and posted it out next day delivery.
23 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Miss Cook,
Thank you for your kind review — we're really pleased Afaz could step in and get everything sorted so quickly for you. It’s great to hear the missing screw didn’t cause too much hassle, and we’ll be sure to pass on your feedback to him! Thanks again for your support.
—The Jack Stonehouse Team
Amazing customer service- thank you
24 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Gail,
Thank you for the kind words! We’re so pleased to hear you had a great experience — your support means a lot.
—The Jack Stonehouse Team
Who knew they stocked so much stuff!
I only needed some tent pegs, but in a bit of a rush and something that wouldn't bend.
Great robust product. Simple as that.
Easy transaction - thanks JS
23 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello,
Thanks for the great review! We’re glad you found exactly what you needed — and that the tent pegs did the job. We really appreciate your support and hope to help you again soon.
—The Jack Stonehouse Team
Purchased a 3 x 4.5m gazebo
Purchased a 3 x 4.5m gazebo for my dad and put it up on the weekend. Cannot fault the quality and ease of use. I look forward to making the most out of this and have recommended it to other family members! There was a slight issue with delivery which customer services sorted for me straightaway. Very happy overall.
6 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Harvey,
Thank you for your lovely feedback! We're really pleased to hear the gazebo was easy to set up and that the quality impressed — it’s great to know you’ve already recommended it to family too.
We’re also glad our customer service team could quickly sort the delivery issue for you. Enjoy making the most of it this summer!
—The Jack Stonehouse Team
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