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.
Reply from Jack Stonehouse
Hello Andy,
Thank you for your kind words! We’re really pleased to hear you’re happy with the quality and value of your pop-up gazebo — we hope it gets lots of use this summer.
Thanks again for your support!
—The Jack Stonehouse Team
Excellent service
Excellent service; very quick delivery and great customer service; thank you
2 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Jill,
Thank you for your great review! We’re so pleased to hear you were happy with the quick delivery and service — your support means a lot.
Thanks again for choosing Jack Stonehouse.
—The Jack Stonehouse Team
Mobility scooter repair
My new Pro Rider mobility scooter would not go, emailed company who organised to pick the scooter up it has been quickly repaired just waiting for delivery back. This company has been very very efficient and friendly.
2 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Paul,
Thank you for your kind review — we're really pleased to hear that everything was handled efficiently and that our team could get your Pro Rider scooter sorted so quickly. It’s great to know the process has been smooth and friendly throughout.
We hope the scooter is back with you soon and running perfectly.
—The Jack Stonehouse Team
Mirror arrived damaged
Mirror arrived damaged, was collected and a replacement was arranged immediately, great communication and customer service
13 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Leanne,
Thank you for your lovely feedback — we're really sorry the mirror arrived damaged, but we're so pleased our team could get a replacement sorted quickly for you. It’s great to hear the communication and service met your expectations.
We really appreciate you taking the time to leave a review!
—The Jack Stonehouse Team
Avoid this place like the plague
Avoid this place like the plague. Bought my son a bike which was improperly assembled. It broke within 3 weeks and caused my son to have a severe accident. When I contacted them they asked me to dismantle it and send it back in the original packaging which I obviously don't have, or they offered a 20% refund. Absolutely disgusting. My son has been left without a bike and I've been left out of pocket. DO NOT BUY FROM THIS COMPANY
10 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Jessica,
We’re truly sorry to hear about your experience, and we’re especially concerned to learn your son was injured — we sincerely hope he’s recovering well.
This is far from the standard we aim to deliver, and we completely understand your frustration. We appreciate you taking the time to share this feedback and have passed it on to the relevant team for urgent review.
If you’re still in need of assistance, please do get back in touch with our customer service team — we want to make sure this is looked into properly.
—The Jack Stonehouse Team
Absolutely fantastic customer service
Absolutely fantastic customer service. Second time of using the facility and both times i have been very impressed with the next day collection / delivery and this time the refund service.
3 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thank you for your fantastic feedback — we’re so pleased to hear you’ve had such positive experiences with us, both with delivery and the refund process. It’s great to know we’ve made a good impression, and we really appreciate you coming back to shop with us again.
Looking forward to helping you next time!
—The Jack Stonehouse Team
Afaz Miah
Afaz Miah, you are a star, literally saved my bacon….! I needed a marquee for the next day, and whilst initially I was doubting the service (this was because no one was answering the phones even though I was calling after 9am, the answer machine was still on) I sent/called email/missed calls and he called me back shortly after, he was amazing at making sure I got what I needed and for the time that I needed it for, and pacifying me as I was quite frantic and starting to panic. (Outdoor events and not enough planning🙄)
I will say though, that Jack Stonehouse and whoever it is that organises your website, needs to update this to include that, in fact you cannot do click and collect all day on a Friday, and that it is only half a day for warehouse operations (click and collect) as this will manage expectations better for customers.
This could have made for a difficult customer for Afaz, however like previously stated he was amazing at pacifying me and making sure he did all he could in his power to make sure I got what i needed, he is a credit to your team and deserves recognition for his and care and attention. If I could tip him I would. Thank you so much Afaz. Xxx
I would have gave 5 stars but you need to update the website, it’ll make your staff lives abit easier.
6 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Liz,
Thank you so much for your lovely review — we’re really pleased Afaz was able to step in and help get everything sorted for your event! He’ll be thrilled to know his efforts made such a difference during a stressful moment.
We also appreciate your honest feedback about the website and click & collect information — we’ve passed this on to the team so we can improve that experience going forward.
Thanks again for your kind words — and for taking the time to recognise Afaz’s great work.
—The Jack Stonehouse Team
Purchased an expensive bin store - literally rubbish!
Purchased an expensive bin store, lids are already broken in some regular winds we had! I emailed them and they gave me a small refund, but the next day the other lids broke in exactly the same place as the first. I have emailed 3 times wanting a full refund as this is not £239 worth of quality. I would not recommend this company to family or friends.
4 June 2025
Unprompted review
Reply from Jack Stonehouse
Hello Amanda,
We're really sorry to hear about your experience with the bin store, and we completely understand your disappointment — especially given the price. It’s clear the product hasn’t met expectations, and we apologise for the inconvenience and delay in resolving this.
If you’re still in need of assistance, please don’t hesitate to get back in touch with our customer service team — we’d like to make things right.
—The Jack Stonehouse Team
Reply from Jack Stonehouse
Hello Tom,
Thank you for your feedback! We're delighted to hear you're pleased with your product and the prompt delivery. Your satisfaction is important to us, and we appreciate your support.
—The Jack Stonehouse Team
Absolutely poor quality checks on their…
Absolutely poor quality checks on their radiator covers. I bought the most expensive one and it was damaged and screws missing. Requested a return and the courier didnt turn up twice. Stuck with two boxes and no hope. Definitely won't be buying anything from this company.
28 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello SJ,
We're really sorry to hear about your experience. This falls far short of the standards we aim to maintain, and we completely understand your frustration. We apologise for the condition of the item and the inconvenience caused by the missed collections.
If you're still in need of assistance, please reach out to our customer service team — we’d like the chance to resolve this properly.
—The Jack Stonehouse Team
Purchased a golf trolley which…
Purchased a golf trolley which unfortunately developed a fault, contacted customer service and was issued a refund & returned the trolley.
In my opinion I have never never experienced such amazing customer service, great communications, absolutely fantastic, impressed.
28 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Sharon,
Thank you so much for your kind words! We're sorry to hear the trolley developed a fault, but we're really pleased our customer service team could turn things around for you. Your feedback means a lot, and we’re truly grateful you took the time to share it.
—The Jack Stonehouse Team
Faultless delivery with great products
Cannot fault this company. Ordered a bin store and a kettle and both items were delivered the next day. The brand new kettle was half price - a real steal. The triple bin store (which was also a good price) is now assembled and looks great - sturdy, stylish and practical.
22 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Lynne,
Thank you for such a fantastic review! We're really pleased everything arrived so quickly and that you're happy with both the kettle and the bin store. It's great to hear the bin store looks the part and does the job too — we really appreciate you sharing your experience.
—The Jack Stonehouse Team
Excellent Stonehouse radiator covers…
We found Stonehouse radiator covers great quality and value. They made a massive improvement to the house giving the stylist modern look. I was very impressed by customer care given by Bilan who went out of her way to resolve issues we had with our orders. As we made a bulk order which she assisted us with great professionalism and efficiency. We will recommend anyone to purchase from Jack Stonehouse.
8 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Brian,
Thank you for your lovely feedback. We’re so pleased the radiator covers have made a real difference to your home — and we’ll be sure to pass your kind words on to Bilan. She’ll be delighted to know her support was appreciated. It means a lot that you’d recommend us, and we look forward to helping you again in future.
—The Jack Stonehouse Team
Customer service 10/10
The customer service I received was brilliant I needed help and advice about a problem with my golf trolley.
Afaz was patient and clearly know how to offer good a clear help.
Well done Jack Stonehouse and team.
13 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thanks so much for your kind words! We're really pleased Afaz was able to help — we'll make sure your feedback is shared with him and the rest of the team. It’s always great to hear when our service makes a difference. We appreciate your support!
—The Jack Stonehouse Team
Solar Bulb Lanterns
Great lanterns, bought the large and small, good value for money, look amazing got lots of compliments on them. Solar power so no batteries, would definitely recommend 👍
19 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Lynn,
Thanks for the great review! We're so glad you’re enjoying the lanterns — and even better to hear they've been getting compliments too. Really appreciate the recommendation!
—The Jack Stonehouse Team
I never usually leave reviews but I…
I never usually leave reviews but I purchased a garden chiminea and the quality is so so poor! I'm really disappointed with it, it pretty much fell apart after one use and it was £79.99! What the other reviews say about the products being cheap and rubbish quality is true. The quality of the product is rubbish. I could have bought a cheaper, better quality one from Argos!!
13 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Jessica,
Thank you for sharing your feedback, and we're truly sorry to hear that your chiminea didn’t meet expectations. This certainly isn’t the experience we want for our customers. We understand how frustrating this must be, especially given the price, and we’d like to make things right. If you haven’t already, please reach out to our customer service team so we can investigate further and arrange a suitable resolution. Your comments have been passed on to our product team for review, as we’re always looking to improve.
—The Jack Stonehouse Team
Brilliant delivery and very happy with…
Brilliant delivery and very happy with my purchase.
21 April 2025
Unprompted review
Reply from Jack Stonehouse
Hello Asia,
Thank you for your kind words! We're so pleased to hear that your delivery went smoothly and that you're happy with your purchase. We really appreciate your support and hope to welcome you back again soon.
—The Jack Stonehouse Team
Highly recommend
Brilliant service and delivery was super fast!
I spoke to customer service as id forgotten to pay for the express delivery. The lady was very helpful and said she could complete my request to cancel and reorder but notified my my order would ship the following day so would arrive at the start of the delivery window for std delivery (actually it arrived a day before!!)
23 April 2025
Unprompted review
Reply from Jack Stonehouse
Hello Donna,
Thank you for taking the time to share your experience! We’re thrilled to hear our team was able to assist you so efficiently and that your order arrived even earlier than expected. We’ll be sure to pass your kind words on to our customer service team—it means a lot to us. We hope you enjoy your purchase and look forward to serving you again!
—The Jack Stonehouse Team
Customer service
Had a fault with my trolley which was very frustrated however when I emailed the customer service department, I spoke to ‘Bilan’ whose customer service was 2nd to none. I’m very grateful of how quick he managed to respond and resolve my issue thanks again :)
7 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello Ryan,
Thank you for your honest feedback and for giving us the opportunity to put things right. We're sorry to hear about the initial issue with your trolley, but we're delighted that Bilan was able to resolve it quickly and provide excellent service. We'll make sure he sees your kind words—he’ll really appreciate them! Thanks again for your patience and support.
—The Jack Stonehouse Team
Tried and tried to obtain Hedstrom…
Tried and tried to obtain Hedstrom replacement parts
Great help and quick supply of otherwise very difficult parts to find
Thanks again
1 May 2025
Unprompted review
Reply from Jack Stonehouse
Hello David,
Thank you for your feedback! We’re so glad we could help you source the replacement parts you needed. It’s great to hear our team made the process easy and efficient for you. If you ever need anything else, we’re just a message away!
—The Jack Stonehouse Team
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