Jack StonehouseArvostelua 

I ordered a golf trolley from them and I had used it for a 4 rounds and then the battery died on me. They then sent me a new battery but then the same thing happened again. At this point, it can't be an issue with just the battery so after discussion it had been said that I would return the trolley to them for a refund. They first said that the trolley will be picked up on Monday 9th Feb 2026, it was not picked up. They then have tried to arrange a re delivery 2 more times and no one has come to pick up the item.

I have tried to email them to have an actual conversation with a representative but they reply to my emails every 3 days with only one answer "We will rearrange for the pick up". I have requested to speak to someone on the phone to understand what is happening but they are do not seem to care.

I had spoken to someone originally about this so they are able to pick up the phone and speak but this is the worst customer service I have ever seen.

Simple customer service is something that has obviously not been taught at this company.

I have also requested to speak to a manager and they have said that it is not possible and they are also not allowed to let me know the managers name?

Something very odd it going on at this company.

I ordered a bike for my son. The communication regarding delivery was great. The quality of the bike is outstanding. Overall extremely happy with the service, and would order from the company again.

Good solid item and easy to ensemble, with cushions very comfortable great for storage of logs for the fire pit keeps they dry and convenient as you are sitting on it at the fire pit.

Excellent Customer Service from Jack Stonehouse. There seemed to be an issues with my husbands Golf Trolley Battery. I contacted the Customer Services team and they were so professional, efficient and helpful, asking us to test the battery, which we did and then replacing the battery which arrived within 2 days. We were more than impressed with this Company and the service provided. We would not hesitate to recommend them and thank you Jack Stonehouse Customer Services team, especially Bee and Afaz,

Fast delivery, really attractive shed at an excellent price. Very pleased 😀

Rang/emailed company and the problem was resolved very,very quickly.
Excellent customer service.
Thank you.

Had an issue with the first gazebo we bought and Jack Stonehouse not only replied quickly, but they dispatched the replacement with lightning speed!
Very impressed and will keep your website on our faves tab.

What can I say bought one and so pleased I bought two more for my caravan.
They look fab have a multiple heat settings and a bonus night light.
These are gentle heaters and just perfect.

Overall I like my new shed but after only a week outside some of the latches have started rusting

Ordered and delivered within a few days no problem

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.

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 !

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.

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 .

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.

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.

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

Great quality and easy to reassemble. My grandson is over the moon with his new bike . Customer service was excellent

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

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!