Jack Stonehouse Reviews 

Prompt resolution of issue with faulty product.

All good Quick delivery golf trolley easy to assemble good value does the job would recommend
One comment why is it necessary to return guarantee paperwork by recorded delivery Jack Stonehouse already know date of purchase they sent request for me to leave my comments and I have the order number .Feels like a cop out to honour guarantee obligations they can say they never received a recorded delivery confirmation of purchase
Perhaps they can clarify this requirement
Company has quickly contacted me to confirm that recorded delivery proof of purchase is no longer a requirement and guarantees will be honoured as standard
Many thanks for sorting that issue out quickly

Bought a chiminea and there was some cosmetic issue with it, dealt with it very efficiently and to my satisfaction
excellent service thank you

The service from this company has been appalling from start to finish.

I ordered a radiator cover urgently for my baby’s safety, only for the item to arrive damaged straight out of the box, with one panel broken in two places. I contacted the company as soon as I was home that weekend and discovered the issue. As only one part was damaged, I was perfectly happy to receive a replacement part — exactly as their website and instruction manual suggest is possible. At that stage, I did not want a refund; I simply wanted an undamaged product.

Because the item was needed immediately for safety reasons, I assembled it while waiting for a response, assuming a replacement part would be provided. Instead, I was offered a 50% refund, which completely missed the point — this was never about money, only about receiving a safe, intact item.

I have since been accused of damaging the product during assembly and told spare parts cannot be supplied, despite this being referenced in both their instructions and website. I have nothing to gain by being dishonest, and if the damage had been caused by me, I would have accepted the partial refund offered.

It’s also worth noting that sometimes damage is not visible until assembly begins, especially with internal or smaller parts. Based on my experience, I would strongly advise avoiding this company — if you discover a fault after starting assembly, you may be left without replacement parts or a refund.

The only reason I purchased directly from their website was due to the lower price compared to larger retailers, which I now deeply regret. Had this been bought through a major chain, returning a faulty item would not have been an issue. Unfortunately, the customer service I received was rude, dismissive, and included unnecessary accusations, despite me simply asking for my basic consumer right: a replacement part for a product that arrived damaged.

Any reasonable company should understand that when you have a baby who has just started walking, safety is the priority. I rejected the 50% offer because I actually liked the item — I only wanted one small replacement panel. This was never about gaining anything financially; it was about safety and fairness.

i am now taking this matter further and will ensure no one ever suffers at the hands of this company again!

Extremely disappointing experience overall.

Absolutely dreadful customer service. Sent over 10 emails to request information on a product they are advertising. No response or 1 email asking if I need more help. But they have not answered any of my questions. I think it's a scam website.STAY WELL CLEAR

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.