Jack Stonehouse Bewertungen 

Items were delivered with no problems, unfortunately there were no reply's to my emails regarding delivery times but they just turned up out of the blue!
Other than that the items were delivered on the days stated

Goods received in perfect condition and very promptly. Thank you

Extremely poor service
We bought a remote control awning which does not work we have emailed this company on numerous occasions, they sent a new remote which still does not operate the awning, since then we have not received a response to any emails and it is impossible to contact them by phone.

UPDATE - They finally got back to me today, called me and emailed me, and offered their apologies and sent me a full refund. I do appreciate that, and i do understand that the heatwave is causing a delay in communication, but i’d just recommend trying to atleast let your customers know you are received and read their complaints, and keep your phone lines open in a queue.

I ordered an AC unit from this company on the 30th of June. I received it on the 2nd of July and it is not cooling at all. I tried to contact them but got no response, so i spoke to a general technician about the problem and they said the compressor is faulty and I’ll need it to be repaired/replaced.

I was recommended to buy from this company as others had ordered ACs and they work fine, so i do believe the company is atleast legit.

I have tried emailing Jack Stonehouse multiple times, sent multiple messages on their Instagram & Facebook and have called them 20+ JUST TODAY and still no answer.

I will be taking this further if i get no response as i have paid for an Air Conditioner for this heatwave, that doesn’t even work and i am getting no assistance with this whatsoever.

Awful customer service.

It is practically impossible to contact the company by phone. The response time to emails regarding warranty claims is extremely long. The equipment broke down after only one month from the date of purchase and after just one week of use.

The lengthy warranty process makes it impossible to return the product or receive a refund within a reasonable timeframe. This is especially frustrating because the equipment was purchased for a specific purpose and was needed by a particular date.

Despite being assured that I would receive a response within five business days, I still have not received any reply or update. The lack of communication and support has been extremely disappointing.

Overall, the customer service has been very disappointing.

Terrible communication from this company. I purchased a golf trolley which had to be replaced and the replacement is now faulty.
Ive emailed several times and got no response.
Avoid!!

SCAM site . As per many others have reported on here . This site just appears to be a way of holiding people’s money for 6-7 days . Ordered 30th June . No comms until today where they have said my order has been cancelled and at some point will receive a refund . Absolute scum company

I ordered an air-con unit, 9000btu and was sent a 5000btu. Absolutely no good to me. The sticker for delivery says 9000btu but is right above the box text of 5000btu. I believe i was sent this one as they had sold out of the one i ordered. No explanation, and now I want my money back - tried to call the phone says they are busy then hangs up on you. Not a great first impression of this company. I want a refund for the entire unit as the company. have broken the contract between us.

I would of given no stars if I could! Ordered 2 Air Con Units paid extra for Express Delivery - taken my money but no comms whatsoever, phoned several times a day to an automated machine, send email after email no response - wasted 2 annual days leave waiting in for the goods - now a long struggle to try to get close on £700 back!

Bought a pergola from them. It was damaged in several places. I have emailed them twice ! No response customer service is very poor .

Ordered an AC from them, only guys who had stock. Also a very good price (unlike other retailers). Delivery was nice and quick too. Very pleased with them and the product

We have ordered a an electric awning, the awning has come without any of the brackets or bolts, I have tried to contact them multiple times and get the other parts delivered but had no response other than one message saying we will contact you in 24/48 hours. Nothing since then and you cannot call on mobile. They are basically a scam website with no customer service, avoid at all costs.

Placed an order for 5000 btu air conditioner and was sceptical if it was a scam, as they are out of stock almost everywhere in the UK.

Never had any dealings or heard of this company before, I decided to place the order via PayPal and use my credit card so I was covered. Item on the Tuesday was showing in stock but won't be despatched until 1st July so took the plunge and paid for express delivery. Received an email and paid invoice stating delivery to be on Friday 3rd July. Having not heard anything on the Thursday, I was still sceptical this point.

However on the Friday, I received a text and email stating my delivery via xdp would be around 6.51pm to 8.51pm. Sure enough, it was delivered around around 8.50pm from a very pleasant xdp driver which was polite and professional.

Item was all boxed with no damage. Opened up and assembled and pleasantly surprised on how much output the 5000 btu puts out and certainly cooled down the bedroom.

Based upon my experience, I cannot hesitate to put 5stars. Happy with my purchase

I was worried at first the AC unit was a scam as the communication is awful.

However, it arrived today with express delivery & works very well!

Shocking custoner service - which is non existant.
No response to an order cancellation which was completed alongside an additional email sent within 5 mins if the transaction when I realised Id made an error despite this the transaction still went from pending in my ac to them recieving the funds. No responses to any of my emails, no one anseering the phone. Nobody to escalate to and ive no idea if theyre refunding me or sending an item i asked to cancel. In the meantime the situation has deeply affected my finances as I cannot plan ahead without knowing i will be refunded.

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.