Jack StonehouseReviews 

“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.

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.