Jack Stonehouse Avis 

Appalling company with Zero customer service.
Ordered a parasol in mid May, got tracking info a few days later which for a few weeks didn’t change.
I contacted the shipping company who said they had returned the package to Jack Stonehouse as the packing was faulty so advised me to contact jack stonehouse.
Could not get through on the phone as I just says they are busy and no one to take the call and then the call ends. Even tried at 09.33 when the phone lines open at 09.30!!!!
I did get a reply to an e-mail apologising for the delay and asked if I wanted a refund or still wanted it. They did not seem to be aware it had been returned back to them, until I informed them about the response I got from the shipping company!!!
I asked them to re send a new one but still not had a reply.
AVOID AVOID AVOID Jack Stonehouse.
I wish I had checked the reviews before I ordered as my complaint seems to be a re occurring theme!!
Would give them zero stars if I could.

Bought the egg chair and can honestly say it is such a beautiful piece of furniture! The transaction was smooth and lovely staff!

I ordered 2 air conditioning units and have so far only received 1! Not happy as am currently £200 down without an air conditioning unit- have emailed but just been told to contact fedex. They have now confirmed it’s now most likely lost and I cannot get through on the phone to Jack Stonehouse to get this sorted !

Got an AC unit for the heatwave and it’s really good. Fast with delivery 👌

Recently purchased a fan, fast delivery, works perfectly and amazing qualify. Would definitely recommend

I have recently purchased a fan and I cannot recommend enough! It arrived promptly and was exactly what I was hoping for. I can definitely recommend.

Delivery was delayed by two days , The Driver explained they were short of drivers,All good in the end very pleased

Placed an order in May and paid for speedy delivery. Almost 3 weeks later it’s still not arrived and I can’t get hold of the company, I’ve tried to call and email multiple times but I’m receiving no response!

Brought the 500BTU Air Con Unit
Really please nice and easy to set up and use, delivery was good too.

Order placed for Air conditioner during the "heat wave".
Delivery service was excellent and Air con unit is excellent, exactly what I needed.

Extremely disappointed with Jack Stonehouse. I ordered a brand-new heater, but it arrived rusted, damaged, and clearly second-hand. Their phone lines are completely closed, directing customers to email instead. I have emailed their customer service team on the 8th, 9th, 10th, and 11th of June asking for this to be resolved, but I have received nothing but one automated response. Hopefully they will see this and contact me soon.

Good news Jack Stonehouse emailed and gave me a call, which was nice. They have gone over and above what I would have expected & now the matter has now been resolved. Thank you.

Very good ordering process and the golf trolley is great. My 1st one lasted over 8 years so no brainer to get another. They are let down by Fed Ex though, the courier is extremely chaotic regarding delivery dates and told an outright lie when they said they tried to deliver it but I wasn't in. Would use Jack Stonehouse again, but please get rid of your courier

“Unbelievable” not only the product but delivery. I barely put my order in & it was at my home !
Quality of my Golf Trolley is superb.
Straight forward in ordering it on line.
Would recommend using these to everyone.
Thank you so much for putting Faith back into mail orders 10/10 👍🤝

I ordered an air conditioner over a week ago, it was despatched on the 27th May, but you have not even handed it over to the courier. It's been over a week and the courier have still not received it, what is going on?? I have emailed you and tried to call and there is no option to speak to anyone, it just says "operators are busy, goodbye" which is ridiculous. My item was not cheap, and I am short of money now because of this large payment to you, but you haven't even handed it over to the courier. I have had to contact fed ex for help because there is no way to contact you. Biggest mistake was buying from this company. Where is my item???????
Update: it has now been 2 weeks since I had a notification saying it was dispatched, they have still not handed it over to the courier. I have sent 3 emails and tried contacting their Instagram page, all to no avail, no response at all, I am convinced this is not a legitimate company. Appalling. They have breached the implied delivery contract by failing to dispatch the item within a reasonable timeframe. Someone needs to contact me asap, as I want the order cancelled immediately and a refund issued within 3-5 working days.

Good quick distribution of goods. Refunds email dealt with in a couple days. Only negative is the call centre. Scripted message followed by call ended. Did not get through by phone once. Otherwise very good service.

Failed to deliver my item and slow in getting any response. They sent me a picture of a completely wrong property and wrong colour letter box.Complete waste of time trying to contact them because they don’t have any staff available. Have requested a full refund to be made.

This Company are probably good at selling and that is where it ends. The complaint I have seen on most of their reviews is dire when it comes to phone calls. Why bother to offer phone calls when you are not answering them?? I am surprised how you are even making any money. I had purchased a Golf trolley Pro Rider on 25th August 2025, with 1 2 months warranty. Unfortunately the speed dial and switch gear is faulty and obviously can not be used . They are not answering calls and they are not responding to emails except after 5 days. So an older man who needs the trolley I can now no longer play golf for next 5 days or more. I am at their mercy. I purchased this through PayPal and even though I have Jack Stonehouse Invoice, They took the money as Expressco Direct Ltd, which I have just discovered is a Dormant Company. this is odd. Very Odd. All that they need to do is send me a new machine, or the spare part that is needed with instructions to fit. Instead they are giving nothing to be confident with. So what do i do? Except take action against them.

Misleading advert on B&Q website even if they are called trusted seller.
No communication after several attempts to get in touch about an order.
Advertised as next day delivery, already been 3 days without any update.
B&Q advised that product ori t was dispatched, FedEx only says the seller printed label but no product was handed for delivery.
Outrageous!
Beware of this scammy Tandem Group companies!

Appalling company. Avoid at all costs. Item never arrived and almost impossible to get hold of anyone at customer services. As another review has stated just constantly told someone will respond in 3-5 days. They don't. Luckily I paid via PayPal so can hopefully claw my money back through them.

Unfortunately I have to leave a star.

​I strongly recommend that anyone thinking of buying from this company steers completely clear. I have serious doubts about their legitimacy.
​They claim their customer service team will respond to emails within 3 to 5 working days, but they have gone completely radio silent. While they claim to be based in Birmingham, they don't even use a local 0121 area code. When you call their customer service number—no matter what time of day it is—it immediately cuts straight to a voicemail claiming they have a "high call volume."
​My guess? This is some Del Boy style trader operating out of a back room, holding absolutely zero stock, and only attempting to buy the items once a customer's sale has actually been made. I wouldn't be at all surprised if the positive reviews on here are bought and paid for from fake accounts.
​Luckily, I made my purchase using a credit card, so my money is protected and I have already reported the matter to my card provider to get it clawed back.
​Trust me, save yourself the headache. Avoid this company.

*UPDATE*
I contacted their sister group who have the same address. Tandem group plc. Much more helpful. After making some noise jack stonehouse sent me an email. I was also fortunate to be in when the delivery arrived so I could reject the delivery and get the courier to "return to sender" I now have a refund. Due to their poor customer service I'd still recommend on not using this company.