Jack Stonehouse Avis 

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.

Product is A1 , prompt delivery, job done

Purchased a Sentry Box style shed/ cupboard. Arrived very quickly. Whilst assembling found the wood to be very thin and light, almost balsa like. Once assembled it is not very sturdy, in fact one of the thin struts supporting the door panels has already snapped and closing the door is difficult as it no longer fits. Don’t think it is going to last very long. If I had realised I wouldn’t have bought it.

Great service and very pleased with my purchase. After sales replies prompt and very helpful. Thank you!

Great customer service. I had a battery charging problem and the customer service department could not have been more helpful. They replied promptly and arranged a replacement which resolved the issue. I am very happy with the Golf trolley that I purchased, it is sturdy, well made and works perfectly. Thank you

Excellent company. Replaced damaged part with out any quibbles. Were very quick with responding and didn't waste any time despatching. Excellent service all round. Definitely recommend - 5 star rating

Great box for my little man. He live it. Fast delivery came a day early. Had no issues would order from here again

I ordered a Lunara hanging outside heater for my outdoor kitchen which was being prepared for a special occasion. The item took a few days to arrive and when it finally did, it was faulty and didn't heat up. I immediately emailed Jack Stonehouse to notify them but only got back an automated email message stating they might respond in 3-5 working days. I tried ringing the number provided as i needed a replacement urgently, and got through to their answer machine message on the phone which tells you they are too busy to answer your call, tells you to email for a quick response and then cuts you off. Four days later and several more emails to which i have had no response what so ever i am left with no alternative but to order an alternative product elsewhere and start a recovery process for my money from this company. I will be leaving reviews to alert other people that this is what to expect if you purchase from Jack Stonehouse and are unlucky enough to have an issue with the product you have purchased. They have no customer services at all and will completely ignore any correspondence with you. I regret not researching their reviews prior to purchasing from them and hope i can alert other people to the risk of purchasing from Jack Stonehouse. This is a bad retailer.

Purchased tall tool shed in grey EX1258 .Looks the part but was immediately sceptical about the quality of the wood, very light and thin. Part of it already split before assembly. My scepticism was just during assembly when several parts split due to the thickness of the wood. Mainly the front spine , in my opinion not fit for purpose due to its thickness. And had to glue in several paces Would send back but think it would cause more harm than good.

Bought a golf trolley in oct 2025 had a problem with the setting they sent out a part when this didn't fix the problem I sent the old one back and they sent me a new one out all done within a 14 days bee the customer service woman is lovely and very helpful does take time sometimes to get an email back but they do respond very happy with how I was dealt with and how the matter was resolved.

Delivered much quicker than anticipated the awning is of the highest quality and was easy to install
I am a hard person to please as I have high expectations but 1st class company to deal with well done

Ordered a bike for my son over a week ago. I have been trying to contact the phone - no answer, emiled them twice - no answer, instagrammed - no answer.

There is no way to get in touch with this people and its frustrating as I am just waiting forever without any update. Not sure if this is genuine or not.

Ordered a small tool shed, came with damage to door & 1 shelf, contacted customer services who responded within a couple of days, initially offering a discount, if we were happy to keep it, which we declined, then a replacement was ordered. Customer service was very good, 4 stars because of the original damage.

The light I ordered literally was missing pieces. The electrician couldn't order. And Jack Stonehouse phone number just doesn't work. Friday 1pm onwards, Monday morning.

Received my order, 775l black garden storage, reasonable time for delivery, but very poor quality, expected something a little more rigid for £99, very flimsy, did the job but had to weight it down, not good .

The adjustable radiator cover is really classy perfect just what we wanted after having our hall stairs and landing decorated. The team at JS were on hand for any questions and it was super easy to assemble I did it on my own.

Golf trolley delivered on time. Well built and sturdy. Just as good as some costing much more, Very pleased. One query dealt with promptly. Would recommend.

Dont ship to NI...although website says they use couriers who all deliver to NI. Website says to contact them if you want an item shipped to NI, then they dont respond.

Dreadful experience, poor customer service , don’t take Tel calls and take days to reply to emails . still waiting for item to be collected and refunded.
Sun 12.4.26 13.05 Placed an order for a storage box to home mini goals for my u7 girls football team over summer
Sun 12.4.26 13.07 realised I had measured incorrectly and i needed a bigger box
Sun 12.4.26 13.10 emailed sales jackstonehouse.com to say Ive made an error - i need a bigger box - stop the order - do not ship
Mon 13.4.26 tried to call several times from 9am and they don’t take Tel calls
Mon 13.4.26 no return call to my email and received an email 14.57 to say sorry its been dispatched to courier If you refuse the delivery, the order will come back to us, and we can issue a refund. (don’t work weekends – well not on that Sunday)
Mon 13.4.26 15.18 i replied immediately and said call the courier and stop the delivery as its a waste of time (and fuel) which courier and i would have contacted them
Mon 13.4.26 15.24 I was advised by email - You will get your tracking details via email, once you have this you can either contact them to try and stop the delivery
Courier then messages me and I replied twice DO NOT DELIVERY ERROR ON ORDER - this was ignored
Tues 14.4.26 arrive home after a very long day away at 23.55 to find a large box across my door - not authorised - not accepted - not acceptable
Wed 15.4.26 at 00.12 emailed to say I did not accept delivery
I wasn’t home when this parcel was left
I did not authorise it to be left
I am not impressed and require a full refund actioned this week as I need to but an alternative box this weekend - you need to make arrangements for this to be collected from outside of my house

Wed 15.4.26 11.09 no sorry - no phone call no apology and so emailed advised i was now away for a business trip and not home and little if any internet to be able to read emails

Sun 19.4.26 at 22.47 (so someone does work weekends) advised they can collect 23.4.26 if i can reply

Mon 20.4.26 at 6.32AM ! read te email and replied at Not happy but yes collect 23rd

Wed 22.4.26 12.27 email to say cant collect 23rd no reason why and no apology - can now collect from the 27th

speechless - now beginning to think this is a scam selling strategy and fraud.
Sad things is , I would have spent more with them on a larger storage box on Monday 13th April but no ounce of common sense or customer care or upselling know how . ten days on they have my money still and hold the cards if i am to see any refund 'at their leisure' when the box gets back to them - but if their courier fails to collect again - they still have my money
I now need to spend more of my time and money to buy a box elsewhere as an unpaid volunteer my football league finishes this weekend and need to stores the mini goals – so im out of pocket big time .
AVOID ! ITS SO NOT WORTH THE HASSLE AS NO ONE CARES

Upon ordering a bicycle from their website, after a little bit of reading, i realised the cycle would be too big for my son. I tried to call within 30 mins of placing the order to request that the item was cancelled.
unfortunately, the telephone number said that they had high volume of calls and to send an email. No wait time, no, you are # x in the que.. just send an email. By the time that the 'sales' team got in touch, the bike had been picked up by the courier, which meant that they had to deliver it and then to avoid return charges i need to reject the parcel. Upon looking at XDP, they deliver and take a picture, so not knowing when it would arrive and the drop off scenario meant that i would not be able to reject it. Tried calling XDP - oh thats a premium number with wait times of over an hour. Managed to get the item rejected at the depot by pushing the delivery date back and speaking to XDP who adivsed that Stonehouse had to ask for it to be returned. Thats happened and still waiting for confirmation of the refund.. 4 days later still no word. Never using the website again