Jack Stonehouse Reviews 

Ordered a ceiling fan light. A cooler unit was delivered. Been trying for 2 weeks to get what I order. No response to emails and no one ever answers the phones. Shocking customer service. Extrememly disappointed

Cowboy company. They ignore emails and never pick up the phone. Avoid buying anything from them — if you need help or have questions, there’s no way to reach anyone, leaving you completely stuck with whatever you’ve bought.

I ordered a radiator cover that turned out to be extremely flimsy. I needed assistance assembling it, but Jack Stonehouse didn’t respond to a single message. I eventually managed to put it together myself, only to find that the top panels were far too heavy for the weak frame. I’ve now dismantled it and put it in the boot ready for the bin. £48 wasted.

Please respond to email and calls!!

I received a damaged item - parasol, and emailed customer services on the 23rd Jun 2026 I have still not received a response - the automated email stated a response time of 3-5 working days. I tried phoning today (several times) and as others have stated it says a high volume of calls at the moment, says wait, then cuts the call.

If I don’t get a response by 10th July* then I’ll be claiming a charged back through my bank!

*Update I received correspondence today 13/07 offering me a discount if I keep it, or send back for a refund.

Fake company using fake delivery services.
Their listed number is automated response, and they fail to communicate via email.
Paid £6.99 for express delivery for a parcel that never arrived and have since not received any response from the company.

Ordered an Air con, arrived on the 2nd July. Became faulty within 30 mins of using it, compressor making loud rattling sound, hose fitted to window with an adaptor everything done properly. Emailed them with videos of the noise, sent message through their website, called their number but no response. Opened a dispute with Paypal and sent messages through them but still no reply. Escalated to a claim now so waiting on Paypal but best not to buy from this company if products become faulty. My friend has had no issues with their air con purchased on the same day as me, so maybe I got unlucky but they should respond to customers... if you do buy from these people always pay with Paypal for added protection incase something goes wrong.

No answer to emails or from the message feature on their website.
When calling at 9:30 (the moment their telephone line opens) the call is rejected without letting you wait on the linedue to a “high volume of calls” (somehow accumulated in less than 1 minute after opening?).
Meanwhile order hasn’t even set out for delivery for over a week.

On 22nd June I ordered a product from this company. They took my money (over £200) and sent me an order confirmation and said my product would be delivered by June 30th. It is now July 8th. I have no product and have no updates about my order. I tried to call but their phone line tells you to email, you email, they ignore you. On the 6th July they replied to an email asking me to confirm my order number , even though I had included the order number in the email they were replying to, I responded with my order number and have heard nothing since. 16 days after placing my order they still have my money, I don't have a product and they are still ignoring me. Have I been scammed ? Feels like it. An absolute appalling way to treat paying customers.

I ordered the Pro Rider Electric Golf Trolley and paid for the 1–2 day expedited delivery. After five days, it still hadn't arrived. I sent four emails requesting an update, but none of them were answered.

The trolley eventually turned up without any explanation or communication from the company.

Based on my experience, I would not recommend paying extra for expedited delivery, as it simply wasn't honoured. Even more disappointing was the complete lack of customer service. Failing to respond to multiple customer enquiries is unacceptable and left me with very little confidence in the company.

Items were delivered with no problems, unfortunately there were no reply's to my emails regarding delivery times but they just turned up out of the blue!
Other than that the items were delivered on the days stated

Goods received in perfect condition and very promptly. Thank you

Extremely poor service
We bought a remote control awning which does not work we have emailed this company on numerous occasions, they sent a new remote which still does not operate the awning, since then we have not received a response to any emails and it is impossible to contact them by phone.

UPDATE - They finally got back to me today, called me and emailed me, and offered their apologies and sent me a full refund. I do appreciate that, and i do understand that the heatwave is causing a delay in communication, but i’d just recommend trying to atleast let your customers know you are received and read their complaints, and keep your phone lines open in a queue.

I ordered an AC unit from this company on the 30th of June. I received it on the 2nd of July and it is not cooling at all. I tried to contact them but got no response, so i spoke to a general technician about the problem and they said the compressor is faulty and I’ll need it to be repaired/replaced.

I was recommended to buy from this company as others had ordered ACs and they work fine, so i do believe the company is atleast legit.

I have tried emailing Jack Stonehouse multiple times, sent multiple messages on their Instagram & Facebook and have called them 20+ JUST TODAY and still no answer.

I will be taking this further if i get no response as i have paid for an Air Conditioner for this heatwave, that doesn’t even work and i am getting no assistance with this whatsoever.

Awful customer service.

It is practically impossible to contact the company by phone. The response time to emails regarding warranty claims is extremely long. The equipment broke down after only one month from the date of purchase and after just one week of use.

The lengthy warranty process makes it impossible to return the product or receive a refund within a reasonable timeframe. This is especially frustrating because the equipment was purchased for a specific purpose and was needed by a particular date.

Despite being assured that I would receive a response within five business days, I still have not received any reply or update. The lack of communication and support has been extremely disappointing.

Overall, the customer service has been very disappointing.

Terrible communication from this company. I purchased a golf trolley which had to be replaced and the replacement is now faulty.
Ive emailed several times and got no response.
Avoid!!

SCAM site . As per many others have reported on here . This site just appears to be a way of holiding people’s money for 6-7 days . Ordered 30th June . No comms until today where they have said my order has been cancelled and at some point will receive a refund . Absolute scum company

I ordered an air-con unit, 9000btu and was sent a 5000btu. Absolutely no good to me. The sticker for delivery says 9000btu but is right above the box text of 5000btu. I believe i was sent this one as they had sold out of the one i ordered. No explanation, and now I want my money back - tried to call the phone says they are busy then hangs up on you. Not a great first impression of this company. I want a refund for the entire unit as the company. have broken the contract between us.

I would of given no stars if I could! Ordered 2 Air Con Units paid extra for Express Delivery - taken my money but no comms whatsoever, phoned several times a day to an automated machine, send email after email no response - wasted 2 annual days leave waiting in for the goods - now a long struggle to try to get close on £700 back!

Bought a pergola from them. It was damaged in several places. I have emailed them twice ! No response customer service is very poor .

Ordered an AC from them, only guys who had stock. Also a very good price (unlike other retailers). Delivery was nice and quick too. Very pleased with them and the product

We have ordered a an electric awning, the awning has come without any of the brackets or bolts, I have tried to contact them multiple times and get the other parts delivered but had no response other than one message saying we will contact you in 24/48 hours. Nothing since then and you cannot call on mobile. They are basically a scam website with no customer service, avoid at all costs.