Jack StonehouseArvostelua 

Placed order on 30/06/26 for Air con unit and paid for express delivery got confirmation email, even after the order was placed item was still showing as in stock for customers to purchase.
Following day i received cancellation email advising no stock, tried to call no answer and no response to email.
Today 2/07/26 i get an email notifying item back in stock yet they could not fulfil my order...Avoid don't waste your time.

I purchased an electric pro rider golf trolly some 12 years ago, it served me well until the drive shaft broke. As my old one served me extremely well I decided to purchase a new one, which will hopefully serve me just as well as my old one.
Delivery was excellent and within 3 days.

If Jack Stonehouse see this - can someone please reply to me?

I hate having to leave poor reviews, but sadly need to in this case.

I ordered three outdoor wood burners from this company. I made sure I opened them the same day, as their policy states any damaged items need to be reported within 3 days. Unfortunately, the items either are scratched, dented or have poor coating and actually are poor quality in general. I emailed them the day of delivery (19th June). I suggested that to reduce carbon footprint/negate the costs of return postage/compensate my inconvenience that perhaps they would offer the option of my keeping them at a reduction as I was willing to buy some product to coat them myself. As per company policy, I emailed the photos straight over and waited a week for a response. That response was an offer of a 10% rebate. For context, that equated to £17, the order total was £170.

That email was signed off; "please let us know how to proceed". I did that and I replied immediately. I politely declined. I explained I thought that was insufficient, so perhaps an improved offer could be made? If not, I asked for details on how to proceed with the return. That was a week ago and I have had no reply.

I attempted calling the telephone number on the website, i.e. (01604) 537900 several times. I have videoed the recorded message, which reads; "Thank you for calling Jack Stonehouse, we're currently experiencing high volumes of calls. For a quicker response, please email sales(at)jackstonehouse.com. Thank you for your patience, our team will get back to you as soon as possible (Pause) Thank you, good bye".

There is no option to leave a message. I would argue that waiting a whole week for an email reply is not a quick response. I wish to return all items for a full refund.

I am now in a position where I need to exercise my consumer rights and will open a dispute via PayPal.

It hasn't been a very positive experience so far. In my experience, when a company stops replying and you can't get through on the phone, it usually means they're in difficulty.

Note to company: Order number provided in box below.

Dealing with this company has been a complete nightmare.
I want to return 2 unopened packages they will not arrange a return. I have tried to phone & many emails unanswered.
I have made an official complaint to my credit card company & they are dealing them.

Review for
5000BTU Air Conditioning Unit

I have just received it so I cannot review its functionality but I will review the fact that on the website it’s shown as a standalone unit. There is no picture of the huge tube that needs to go out of the window. The tube isn’t long enough so you have to have it right next to the window, regardless of where you need it. Maybe somebody who is experienced in portable Aircon would’ve known this but it’s not clear from the pictures and it’s not clear from the description that it needs to be vented through the window. Unfortunately, this company doesn’t answer the phone so it’s been impossible to get any clear information before or after ordering. Will post another review on its functionality.

Edited, the unit works well upon testing!

Purchased an Aircon unit at a fair price and it was delivered next day as promised, was a bit sceptical as some comments online said it was a scam company etc but sure enough it arrived next day with a 2hr window slot delivery.

Don't buy from this company
They do not reply to emails
They do not answer phone
They do not fix broken items
They do not have customer services
They are appalling

I purchased an item from Jack Stonehouse but had a question first.
Customer Service was excellent and the package arrived as described and on time. I'll definitely use again.

Received faulty air con unit. Cannot speak to anyone at this company, phone number a joke. Emailed and eventually got a reply from advisor Bee. Arranged for them to collect. First courier didn’t turn up. Second company DHL collected on 18 June and unit signed for by Jack Stonehouse on 19th June. Various emails sent chasing refund but no response. Now 1 July. Trading Standards next
USELESS COMPANY DO NOT USE !!!!!

Dealing with Jack Stonehouse has been an absolute pleasure. The 5000 bthu AC unit was delivered carefully ahead of schedule and it performs like a dream.
i thoroughly recommend this Company and this product

Purchase a pergola easy to install had a issue with a part missing contacted customer services via email and was posted out the part without any issues within a couple of days fitted this part and finished the installation.
Very professional customer services and I would highly recommend this company

Absolute scam of a company, I paid for a outdoor storage box a month ago , I paid extra for fast delivery within 2/3 days, I haven’t received the product and over 2 weeks now customer service tell me your product was stuck in delivery offered a refund or to redeliver the product, another two weeks and nothing. DO BOT BUY FROM THIS GARBAGE COMPANY

Extremely quick and wonderfully experience, I would definatley be using jack Stonehouse again.

Wish I'd read the reviews before ordering a swingchair from them. Ordered and paid for, nothing since. They obviously use Evri, because as a cowboy outfit they are cheap, for deliveries, and once they have your money that's it. Never again.

Good item, quick delivery.
Admittedly tracking comms could be improved as the package arrived when we didn’t even know it had been shipped.

Right price, quality product, quick delivery, what more could you want?

We bought the 3x2.5m electric awning and are very happy with it. The quality is excellent and it is very easy to fit once you read the instructions properly!
I did not at first and made a mistake by drilling out the metal brackets to fit a bigger bolt.
I contacted the company and admitted the fault was mine but they very kindly sent out a new set of brackets free of charge!

Appalling company with Zero customer service.
Ordered a parasol in mid May, got tracking info a few days later which for a few weeks didn’t change.
I contacted the shipping company who said they had returned the package to Jack Stonehouse as the packing was faulty so advised me to contact jack stonehouse.
Could not get through on the phone as I just says they are busy and no one to take the call and then the call ends. Even tried at 09.33 when the phone lines open at 09.30!!!!
I did get a reply to an e-mail apologising for the delay and asked if I wanted a refund or still wanted it. They did not seem to be aware it had been returned back to them, until I informed them about the response I got from the shipping company!!!
I asked them to re send a new one but still not had a reply.
AVOID AVOID AVOID Jack Stonehouse.
I wish I had checked the reviews before I ordered as my complaint seems to be a re occurring theme!!
Would give them zero stars if I could.

Bought the egg chair and can honestly say it is such a beautiful piece of furniture! The transaction was smooth and lovely staff!

I ordered 2 air conditioning units and have so far only received 1! Not happy as am currently £200 down without an air conditioning unit- have emailed but just been told to contact fedex. They have now confirmed it’s now most likely lost and I cannot get through on the phone to Jack Stonehouse to get this sorted !