Jack Stonehouse Reviews 

Great service from Jack Stonehouse. Second purchase and very please with both! Thank you.

UPDATE (15 August 2026):
After receiving no replies to 5 emails and unable to reach the seller over the published phone number on their website to resolve the issues we were facing with the items, I raised a case with PayPal Credit (used to pay for the order). Today the case got closed with full refund issued to me with the reason stated as "Seller didn't respond on time". I'm glad we got our money back and kept the items, but this is just not acceptable behaviour of a company registered to operate and do business in The UK. Thank you.

Original review:
Purchased two expensive items from their website - Hampshire Electric Awning with LED Lights 3 x 2.5m - Charcoal Black (EX18062) and 3m Waterproof Patio Canopy Shelter Protective Awning Cover - Grey (EX18092). We have partially opened the package box this afternoon (14/07/2026) and unfortunately there is damage on both ends of the awning. Sent an email straight away with photos asking if there is an option to replace just the damaged plastic covers or do you have to replace the whole thing? No reply. Also, the awning is not as described and as on the photos of the listing, again - no reply. Tried their phone number - just automated voice message and then cuts off. How can a UK based company operate with NO CUSTOMER SERVICE and supply big retailers like B&Q, ARGOS, etc. is beond me. If I don't get a reply in a couple of days I will claim a charge back. I do not recommend this company at all.

Purchased an item on express delivery on Wednesday the 15th - For next day delivery. It didn't arrive, repeated emails ignored, phone calls rejected - DO NOT BUY!

If I could give this place 0 stars I would.
Customer service? Forget it they have a phone number they don’t use and never answer.

They’ve charged me for express delivery on my order and two items they later told me were out of stock.

They didn’t refund me for the out of stock items and the delivery was late neither did they refund me for the express delivery I paid for!

No one responds to the emails either!

Definitely stay away from this company!

3m-banana-cantilever-hanging-garden-parasol-with-solar-led-lights-crank-handle- Only had it up twice and the reel rope snapped and i can no longer use it

absolutely awful!!!
ordered a storage box which i returned to them the day after as the quality was poor, I've been sending emails regarding my refund for a month now and no reply. Tried calling them and the call hangs up!

Ended up having to take a faulty air con machine back to store after their sales team were near enough impossible to get hold of. Awful company, would not purchase anything else again from here!

Ordered an XXL Storage Box from this company, delivered Thursday 9/7. Couldn’t move the box myself so waited for my husband to carry it round to the back of the house. Opened box to find a vital part (corner) was broken and the bits were in the bottom of the box. Contacted the company within 30 minutes by email with photos of damage. Still waiting for a response. They do not take phone calls, it is the 5th business day and no contact so far. Very disappointed. Read other reviews and thought I’d buy from this company. Now no contact and I’m currently £112.49 worse off. Would be a zero star review if I could. Glad I paid by credit card but could do without the hassle quite frankly.

Ordered an air con unit from here during the heatwave, I was skeptical as I had seen mixed reviews but I ordered next day delivery and it did indeed turn up next day! The air con is amazing, it cools the room down fast and I have had no issues. I would buy another if they had them in stock that’s how pleased I am!

I purchased a golf trolley from them, delivery was great, the first warranty issue was dealt with promptly if a little difficult to contact. However I now have another issue which on initial contact was confirmed to be under warranty, however I've not heard back from them in 3 weeks, emails don't get responded to, and all you get when you phone them is a recorded message saying they are extremely busy and then it hangs up. I had recommended them to 2 mates 1 of which purchased a trolley. I WILL NOT BE RECOMMENDING THEM TO ANYONE ELSE, AFTER SALES IS SHOCKING.

WARNING! website and product is 100% genuine but they do not take the product back it’s been a month i have been chasing them they do not reply I guess I have wasted my £300 with them and the product is so big I am not be able to dump also just check the reviews they were awful now it’s seems like they are scammers

Overall a very good experience snd a good product delivered on time , one slight issue it seems to take some time to get a response to an email otherwise all good.

I ordered and paid on 29 May and still haven’t received the item or refund to 13 July and we paid for express delivery supposed to arrive 2-3 June. no response for weeks, just automated messages that they have a lot of queries and no way to contact. Case raised with my bank, at this point this is fraud. Do not buy anything.

I ordered and paid £169.00 for a chair on 17th June via Amazon with a two day delivery date, they gave it to the cowboy outfit EVRI, knowing full well that EVRI always tel lies and never deliver on time. On the 24th June I had this message, " We’re sorry there was an issue with your delivery. The package is being returned, and we will issue a refund within 5 - 7 business days after the return is processed." Now on the 12the of JULY, they still have my money. I have no item.

I ordered a hanging banana parasol. To my surprise it arrived the following day in perfect condition. I would use this company again.

AVOID THIS COMPANY.
I purchased a Hollywood mirror as seen in Jemma Solomon’s Instagram story for my 10 year old daughter’s birthday. The mirror arrived faulty as the lights don’t work.
I have emailed the company several times but they ignore my emails. I have called but the phone lines just disconnect. Don’t waste your money.

Ordered a 680ltr storage box advertised as new yet came damaged, this was to sit alongside a Olson & Smith box which is identical but all in name, I believe these are seconds / failed quality control goods, hence the lower price and damage to the box, this dispute has gone on for weeks, I have now had no response from them since mid June, and will get trading standards involved, my advice is you are not getting a bargain, your best buying from a reputable retailer, I will never deal with this company again and advise likewise

Their customer service is rubbish. I ordered 3 ceiling fans and one was cracked and did not work. You cannot get though by phone and they have not answered any of my emails. I have sent 5 in total. I was very optimistic .....silly me......that they would send a replacement so I arranged for my electrician to return 6 days later but I have had to cancel as I have not had any response from Jack Stonehouse. Their customer service does not seem to care or even exist.

Ordered the parasol that swings wildly and not fit for purpose. Messaged the same day to return and 2 weeks later still not had a response. Had to start a chargeback claim with my bank.

Product performance did not match advertising and was disappointing - I order the bladeless oscillating Hot and Cool fan and i must say there was no cooling. I emailed for a return and have not heard back