Jack Stonehouse Avis 

Im sorry I ve had to rate this with one star, as it's one star to many. Had I have read the reviews, I would never have placed an order! Ordered a parasol,when assembled was found to be damaged & unusable. I have emailed them twice as there phone line just cuts you off! Have had one reply, saying they couldn't see the photos I sent them. Sent them again, more than a week later no reply. How are they still in business, with such appalling reviews. Will be seaking an immediate refund through my bank. No one is ever at home at jack stonehouse,to deal with issues in professional manner. Not at all happy & have no desire to spend all summer, trying to get a replacement!

After placing my order for the Jack Stonehouse 5000BTU Air Conditioning Unit on Tuesday 30th June 2026, I made the mistake of reading the Trustpilot reviews afterwards. Seeing so many negative reviews made me quite sceptical about what to expect.

I'm happy to say my experience has been the complete opposite.

The website originally estimated that standard delivery would arrive by 7th July, with dispatch beginning on 1st July. At around 7:45pm on 1st July, I received an SMS from XDP confirming they had collected my order. To my surprise, it was delivered to my home the very next day (2nd July), several days earlier than expected.

The parcel was extremely well packaged, and the XDP driver handled it with great care. The air conditioning unit arrived in perfect condition, and so far the product itself has been excellent.

I didn't need to contact customer support, so I can't comment on that aspect, but based on my ordering, delivery, packaging, and the product itself, my experience has been outstanding. I know reviews are often written when something goes wrong, so I wanted to share a positive experience for anyone who, like me, reads the reviews after placing an order and starts worrying.

Based on my experience, I wouldn't hesitate to order again.

I would love to have given a 5 star review, because the garden sofa I ordered is great, and apart from the frame having some scratches on it straight out of the box, I'm very happy with my purchase.

HOWEVER, there was some problem my order. It failed to dispatch from the courier the first time (did Jack Stonehouse forget to send it??) and had to be redelivered a lot later than it was stated initially, so beware if you are ordering for a specific occasion like I was.

During this issue, I tried to call their phone line, but was greeted with an automated voice telling me that they have a lot of calls and to email the sales email instead and then just hangs up with no option to even wait or get a call back. Which to me is very suspicious that it's just when they don't want to answer the phone.

So I emailed the sales email and heard nothing back. I tried again 24 hours later, and again, not a peep. Its so incredibly rude to ignore your customers like that and worrying on my end when I didn't know what was happening with my order. All I wanted was a reply - some sort of acknowledgement that the order was still on its way.

Looking at the other reviews here, it seems like the only way to get a reply from them is to leave a negative review, so here it is Jack Stonehouse. You probably would have gotten 5 stars out of me, but here's 2 instead for ignoring me. Learn to reply to your customers.

Great speed of despatch with good communication. Product is nice and sturdy easy to put together and works well on the golf course.
The added extras are a nice bonus.

Placed order on 30/06/26 for Air con unit and paid for express delivery got confirmation email, even after the order was placed item was still showing as in stock for customers to purchase.
Following day i received cancellation email advising no stock, tried to call no answer and no response to email.
Today 2/07/26 i get an email notifying item back in stock yet they could not fulfil my order...Avoid don't waste your time.

I purchased an electric pro rider golf trolly some 12 years ago, it served me well until the drive shaft broke. As my old one served me extremely well I decided to purchase a new one, which will hopefully serve me just as well as my old one.
Delivery was excellent and within 3 days.

If Jack Stonehouse see this - can someone please reply to me?

I hate having to leave poor reviews, but sadly need to in this case.

I ordered three outdoor wood burners from this company. I made sure I opened them the same day, as their policy states any damaged items need to be reported within 3 days. Unfortunately, the items either are scratched, dented or have poor coating and actually are poor quality in general. I emailed them the day of delivery (19th June). I suggested that to reduce carbon footprint/negate the costs of return postage/compensate my inconvenience that perhaps they would offer the option of my keeping them at a reduction as I was willing to buy some product to coat them myself. As per company policy, I emailed the photos straight over and waited a week for a response. That response was an offer of a 10% rebate. For context, that equated to £17, the order total was £170.

That email was signed off; "please let us know how to proceed". I did that and I replied immediately. I politely declined. I explained I thought that was insufficient, so perhaps an improved offer could be made? If not, I asked for details on how to proceed with the return. That was a week ago and I have had no reply.

I attempted calling the telephone number on the website, i.e. (01604) 537900 several times. I have videoed the recorded message, which reads; "Thank you for calling Jack Stonehouse, we're currently experiencing high volumes of calls. For a quicker response, please email sales(at)jackstonehouse.com. Thank you for your patience, our team will get back to you as soon as possible (Pause) Thank you, good bye".

There is no option to leave a message. I would argue that waiting a whole week for an email reply is not a quick response. I wish to return all items for a full refund.

I am now in a position where I need to exercise my consumer rights and will open a dispute via PayPal.

It hasn't been a very positive experience so far. In my experience, when a company stops replying and you can't get through on the phone, it usually means they're in difficulty.

Note to company: Order number provided in box below.

Dealing with this company has been a complete nightmare.
I want to return 2 unopened packages they will not arrange a return. I have tried to phone & many emails unanswered.
I have made an official complaint to my credit card company & they are dealing them.

Edit 12 July, there is absolutely no customer service, they don’t reply to emails or social media messages. I wanted to return the unit and they haven’t responded.

Review for
5000BTU Air Conditioning Unit

I have just received it so I cannot review its functionality but I will review the fact that on the website it’s shown as a standalone unit. There is no picture of the huge tube that needs to go out of the window. The tube isn’t long enough so you have to have it right next to the window, regardless of where you need it. Maybe somebody who is experienced in portable Aircon would’ve known this but it’s not clear from the pictures and it’s not clear from the description that it needs to be vented through the window. Unfortunately, this company doesn’t answer the phone so it’s been impossible to get any clear information before or after ordering.

Purchased an Aircon unit at a fair price and it was delivered next day as promised, was a bit sceptical as some comments online said it was a scam company etc but sure enough it arrived next day with a 2hr window slot delivery.

Don't buy from this company
They do not reply to emails
They do not answer phone
They do not fix broken items
They do not have customer services
They are appalling

I purchased an item from Jack Stonehouse but had a question first.
Customer Service was excellent and the package arrived as described and on time. I'll definitely use again.

Received faulty air con unit. Cannot speak to anyone at this company, phone number a joke. Emailed and eventually got a reply from advisor Bee. Arranged for them to collect. First courier didn’t turn up. Second company DHL collected on 18 June and unit signed for by Jack Stonehouse on 19th June. Various emails sent chasing refund but no response. Now 1 July. Trading Standards next
USELESS COMPANY DO NOT USE !!!!!

Dealing with Jack Stonehouse has been an absolute pleasure. The 5000 bthu AC unit was delivered carefully ahead of schedule and it performs like a dream.
i thoroughly recommend this Company and this product

Purchase a pergola easy to install had a issue with a part missing contacted customer services via email and was posted out the part without any issues within a couple of days fitted this part and finished the installation.
Very professional customer services and I would highly recommend this company

Absolute scam of a company, I paid for a outdoor storage box a month ago , I paid extra for fast delivery within 2/3 days, I haven’t received the product and over 2 weeks now customer service tell me your product was stuck in delivery offered a refund or to redeliver the product, another two weeks and nothing. DO BOT BUY FROM THIS GARBAGE COMPANY

Extremely quick and wonderfully experience, I would definatley be using jack Stonehouse again.

Good item, quick delivery.
Admittedly tracking comms could be improved as the package arrived when we didn’t even know it had been shipped.

Right price, quality product, quick delivery, what more could you want?

We bought the 3x2.5m electric awning and are very happy with it. The quality is excellent and it is very easy to fit once you read the instructions properly!
I did not at first and made a mistake by drilling out the metal brackets to fit a bigger bolt.
I contacted the company and admitted the fault was mine but they very kindly sent out a new set of brackets free of charge!