Jackson Woodturners Reviews 

We recently ordered some oak handrail and brackets, we had never used the company previously- but we would have no hesitation in using them again.
The handrail was lovely quality oak, and carefully packed too.
The delivery came on the selected day, and overall we were extremely happy.

Went Saturday to look for a bannister. Showroom is excellent with everything on show. A lovely warm welcome from Joanne who was very thorough and knowledgeable. She helped us make the perfect choice, was transparent about pricing and to be honest gave the best customer service I have received in a very long time. Im the sort of person who will walk away if the salesperson is too pushy, Joanne has got customer service down to a fine art! The product itself is perfect and just what we envisioned before setting off to buy. Well done to all the company for delivering a perfect service with great pricing too. I will definitely recommend

I ordered 2 sets of handrail caps from Jackson Woodturners. We’d had a second handrail installed to help me climb the stairs. The caps allowed me to match both handrails.
Great quality, I was kept informed throughout the ordering process

Cant recommend these guys enough, Always go above and beyond to help. Never had any issues.

The price and quality of the materials are the best I have found and I have been using them for years.

Highly Recommend for any stair parts needed !!!!

Good customer service. Helpful staff. Good products.

Delivered damaged stair parts. Sent their courier to pick it up who apparently damaged it further. They claim this is my fault because I didn't box it up (and they didn't ask me to). Whilst they gave me a refund for the damaged item they won't replace (or even sell) the newel post so I now have half a stair case. Trying to reason with the manager unfortunately on the phone was not possible. Avoid this company at all costs.

I brought some spindles from this company. The delivery charges are £24 which is ridiculous. They ask you to choose the delivery day. Then blame the delivery company for not delivering on your chosen day. Please don't use them as I even booked a trades person to do my job. So lost my deposit for that as well

Excellent customer service. Placed an order online, contacted Jackson's via the chat the next day to ask if the chosen delivery date could be changed and it was all sorted, without issue, straight away. Slight issue with an item upon delivery and again providing excellent customer service was given top priority. 48 hours later and all is sorted. Would absolutely use Jackson's again, and recommend them to others, without hesitation.

poor customer service i looked online for some information on the correct way to install some wrought iron spindles ..went on to chat on line with your chat person ... posed my question and was sent links to products in america similar but not the same style or fit ... no satisfaction at all on installation instructions i raised the with the chat person...their response "we only sell these items we do not fit them " well that,s a real help...if your selling goods ..... i dont want to guess at fitting a expensive staircase .

I emailed Jackson Woodturners 11th November and advised them that some parts were missing from their delivery, and could they please send these parts as the carpenter needs them for when he installs the stair components - albeit these were small non-critical embellishment parts. They didn’t arrive so my carpenter sourced some replacements from somewhere and charged me accordingly. As of 23rd November I still haven’t had a response from JW.

We have had 2 separate orders which both arrived on time and in good condition however I have been trying to contact them for some information with no luck. There phone line seems to be out of action, they do not reply to emails and their online Live Chat doesn't chat other than to say Hi.

There’s been multiple failures by both Elsa and Mason. I ordered a few items online on 19/10. I entered all my details and paid via PayPal. Apparently, my house number was not present. This is impossible as I entered all of it and it would not have let me order it without the full address. Also PayPal has my full address as well. In any case I rang APC as soon as I was prompted by an APC driver who was delivering a different item to my address. They advised that the item was sent back to supplier as it did not have a full address. I rang the you guys and was advised the item will be refunded and I'd have to order again. Surely the item could just be sent out as APC said the supplier had my item by today.

The biggest let down was I was lied to. I was advised that APC and you guys called me multiple times. There has been NO attempt by anyone to contact me. APC assured me they hadn't contacted me. No one had the decency to call me back after I called today and there has been no reply to my previous email.

The sheer audacity to then email me back with a call log showing the incorrect number that was dialled but no response to my query to this being incorrect, rather went on Google to say that I was contacted?!? Poor!

On top of that I was told I'd have to pay for the whole order again to reorder it and wait for the refund on the other delivery?! That makes absolutely no sense.

Excellent products and spot on deliveries

An excellent service and we were highly satisfied with the product which is just perfect. Thanks so much.

Staff in shop were VERY helpful and products good quality. So I placed an order for base rails and a lot of spindles and selected a delivery day.
On that day only 2 packages arrived, half of the spindles and a small tool which were in a small package weren’t loaded onto the van apparently. I also checked the longer base rail to find it was snapped in two, despite it being packed quite well.
Rang company and they chased it up and said there hadn’t been enough space on the van for the 3rd package - well the van was nearly empty when they got to me early in the morning so that was not a good excuse. They did say they would replace the snapped part though and get both delivered on another day after my holiday - already loads of hassle and had to postpone install.
While I was away I got a text to say the package would be delivered - not the day I chose! - so had to contact company again for them to sort out while on holiday.
Today I am on the delivery date and so far I have only been informed of one package arriving - the replacement stair base rail. I checked the tracking for the missing package and at the moment it’s still at the depot according to DX the delivery company.

So far - not great. It seems their delivery company is letting them down. To be fair they have been quite helpful but it’s been loads of hassle so far.

I will update this review when more happens - hopefully i can increase the score!

UPDATE - after loads more faff I have now received the replacement for the damaged base rail which was very well packed indeed. And even though I wasn’t informed by DX they took the damaged one back in the same van. However the missing spindles and other item didn’t arrive as promised on the 25th and are still in the couriers depot. So I’m going to have to be in a third day to receive more goods - JWT are sending out another parcel with the missing spindles in but I’ve just found out they haven’t included the tool I also ordered so I’ve asked for a refund for that.

What a nightmare!! I don’t mind so much if something is faulty and they sort it out fast but this is getting ridiculous. I’ve lost count of the amount of emails and texts I’ve had about the delivery. Apparently they deal a lot with the trade but I’d be tearing my hair out if I was a joiner and having to deal with this mess!

The story continues.

Final update. 27/4/22

So after several phone calls, 44 emails back and forth, 4 deliveries (1 aborted) and 1 collection with JWT I have finally got most of my order in good condition and hopefully will be refunded for the tool that never arrived - going to buy locally as I can’t cope with any more hassle!

What a mess! Good products and actually well packed in the main but such a huge hassle getting it all sorted. Would I recommend? Maybe - if collecting then great, the products are a decent price and good quality but delivery - hmm, if it goes ok for you then you will be happy but if it doesn’t prepare for the long haul!!
BTW I haven’t had any offer of the delivery charge being refunded or anything like that.

Product wrong size due to website specification error. Replacement arranged. First delivery did not arrive due to an administrative error at Jacksons. New date arranged. Dispatch confirmation received but delivery did not turn up. Backlog in warehouse claimed as reason. Third date arranged but hopes of on time delivery not high. No compensation for two wasted days waiting for delivery offered. Be very wary of delivery date promises. Not a good experience so far.

Nice product but…. Ordered a stair finial and was fitted by our carpenters then primed ready to paint. After 6 weeks the wood developed a large crack! Was offered a refund / replacement.

Ordered a few small parts through Amazon and realised I’d been charged twice for delivery ( £10). I notified the company straightaway. The parts did indeed arrive in one delivery so I asked for my refund if £5. Each time my emails were ignored. The only time they were answered was if they could give a fob off reply but never answered when they had to do anything proactive or helpful for the customer to rectify anything.

Avoid company because if anything isn’t straightforward, they won’t deal with it.

We have recently bought some oak staircase parts for a new staircase from Jackson Wood Turners. It came when they said it would and the quality is excellent. there were some problems with communication but when contacted over the phone they were very helpful and did exactly what they said they would do.

The cost was very competitive and we are very pleased with our new staircase. We have no hesitation in recommending Jackson Wood Turners.

I placed an order instore after walking around with a member of the sales staff and showing them all the parts i wanted. At some point along the way they entered the wrong part number into the system, the problem is the part description "oak base rail 41mm grove" is the same desc as the one i wanted, but not the same part. Now they refuse to accept there mess up and will only correct it if i take all the incorrect parts back to store. I have no way to do that, and shouldn't have to pay for thier mistake.

Im sure they would be great if your order was right first time, but if you are unlucky enough to have an issue then don't expect any level of customer service.