Went into the newly refurbished Guildford store - looking for a dress for an important event coming up - Fiona and Aggie were very helpful and gave me different options to look at - in what can be a s... Ver más
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Consulta las opiniones de los clientes
I’m still waiting for refunds. 3 pairs shorts, dress, 2 belts and cashmere T shirt. Nearly £500 worth. Numerous WhatsApp messages Email and last review on Trustpilot promised an urgent response over a... Ver más
La empresa ha respondido
Very dissatisfied Return received 9th September. Still no refund. Website just says it’s being processed. This is unacceptable. Courier also bad. Left in ‘safe place’ despite none specifie... Ver más
La empresa ha respondido
Had a great experience at the Harrogate store - I was in a rush and needed something specific, Inci was incredibly helpful, got me exactly what I needed (and something lovely I didn’t know I needed!)... Ver más
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Información sobre la empresa
Escrito por la empresa
Jigsaw was founded by John Robinson in 1970 on the principal of bringing elevated design to the British High Street. Inspired by trips to Japan and designers such as Yohji Yamamoto, Comme de Garcon and Issey Mikaye, John brought the concept of Japanese design to London adding a unique British eccentric twist. He opened iconic stores, offering cutting-edge unique collections and pioneered the concept of bringing a luxury store environment to local High Streets. 50 years on Jigsaw is still known for collaborating with renowned architects, upcoming photographers and artisan mills, makers and creators to create the finest quality collections.
Información de contacto
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, Reino Unido
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
3,1
Medio
1 mil opiniones
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Ha contestado el 97% de las opiniones negativas
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A jumper is missing from my order
A jumper is missing from my order and despite trying to contact customer service for help as yet, over a week , I am unable to contact them to have an update. Extremely frustrating and worrying.
25 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jane,
We’re very sorry to hear that your jumper is missing from your order and that you’ve been unable to reach our Customer Experience team. We completely understand how frustrating and worrying this must be, particularly after waiting over a week for an update.
We sincerely apologise for the delay and the difficulty you’ve experienced trying to contact us. This is not the level of service we aim to provide, and we appreciate your patience while we work through the current volume of enquiries.
Please accept our sincere apologies for the inconvenience caused.
Abigail - Customer Experience Agent
Appalling Customer Service.Only…
Appalling Customer Service.Only received one of 2 items ordered.Returned that as poor fit.Am still waiting for refund.
Have attempted to contact Jigsaw as to the whereabouts of second order .The system is complicated and keeps asking for e mail confirmation and then not acknowledging it .
3 de septiembre de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Brigid,
We’re very sorry to hear about your experience and completely understand your frustration. We apologise that you only received one of the two items, are still waiting for your refund, and have had difficulty contacting us.
We’re also sorry that our contact system has made it difficult for you to get the help you need. This is certainly not the level of customer service we aim to provide.
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience and frustration caused.
Abigail - Customer Experience Agent
Horrible online shopping experience
Very poor experience with Jigsaw. Ordered quite a few clothing items only to realise the company sends each product independently and usually does not fulfil them and would send a refund, which in itself is a frustrating shopping experience.
However, to make matters worse I have not received any information on two clothing items, whether it is going to be fulfilled or refunded and it has been two weeks.
At this point I just want to be refunded for those two clothing items that I have zero information about and money has been deducted.
My order numbers are
1361595JIG (brown dress)
1364953JIG (red dress)
I have sent two tickets to customer service regarding this and no response yet in two weeks. I don't know if my money is stuck with them or if they even care.
No response on WhatsApp either. Impossible to get in touch with any person, absolutely pathetic service.
Please avoid at all costs even if the product quality is decent, it is a premium priced brand with such poor customer service to a point it feels like a scam that my money is stuck with them.
2 de septiembre de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Ahmad,
We’re truly sorry to hear about your experience and completely understand your frustration. We apologise that you’ve been left waiting for updates on your orders and, most importantly, that you’ve had difficulty getting a response from our Customer Experience team.
We understand how concerning it is to have payments taken without knowing whether your items will be fulfilled or refunded. This is certainly not the experience we want for our customers, and we’re very sorry that we’ve let you down.
We also apologise for the difficulties you’ve experienced contacting us via our different channels. We appreciate you taking the time to share your feedback, and we’re sorry for the inconvenience, frustration and disappointment caused.
Please accept our sincere apologies.
Abigail - Customer Experience Agent
And here I am again
And here I am again, complaining about Jigsaw. Regarding the order I reviewed less than a month ago, why has my refund been pending since 14 August?
3 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear B.Fox,
We’re very sorry to hear that you’ve had to contact us again regarding your refund. We completely understand your frustration, especially as you’ve been waiting since 14 August.
We sincerely apologise for the delay and for the inconvenience this has caused. This is not the level of service we aim to provide, and we’re sorry that we’ve let you down again.
Thank you for your continued patience, and please accept our sincere apologies.
Abigail - Customer Experience Agent
Order not fulfilled, item not received nor refunded
Ordered 6 items. 4 were cancelled by Jigsaw. One parcel arrived but with only one item marked as shipped. No other parcel arrived. Tried to contact customer experience to chase missing part of order. Bot replies did not answer query. Tried emailing but no reply to query, so emailed again and got response telling me not to submit multiple enquires. No help received, no item, no refund. Unacceptable. Jigsaw used to have great customer service, now appalling. Noticed others having the same experience in reviews and instagram comments.
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Frances,
We’re truly sorry to hear about your experience and completely understand your frustration. We apologise that several items from your order were cancelled, while another item was missing from the parcel, and that you were left without a clear update or resolution.
We’re also very sorry that our automated responses and communication did not address your query. We appreciate how frustrating it must have been to contact us for help and still be left waiting for your item and refund.
This is not the level of customer service we aim to provide, and we’re disappointed that we’ve let you down. Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience caused.
Abigail - Customer Experience Agent
Owed £100's in refunds. No communication from Jigsaw
I have made several online orders over the last couple of months. I have returned a number of items which have been delivered back to Jigsaw, but they have not refunded me. I have had no response from them despite contacting by email, Whatsapp and their online customer service tab. I tried calling but the phone number is no longer in use. They have also failed to deliver an item but state in my order that it has been fulfilled. I have also received a notification from parcelforce that an item was delivered yesterday, but it wasn't. When I tried to track it it says that the tracking number does not correspond to my postcode. I have been a loyal customer for years, but I fear they have let me down. I suspect they are in real trouble. Buyer beware!
If Jigsaw do respond to this please don't tell me to contact you, because I already have, several times. Order numbers 1357718JIG, part missing part returned, 1358757JIG,
Unfortunately this is probably just an AI generated response with no resolution. Appalling customer service!
25 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear M bryant,
We are genuinely very sorry to read this, particularly as you have been a loyal Jigsaw customer for many years. We completely understand why you feel let down, especially when you are owed a significant amount in refunds and have already made repeated attempts to get help through email, WhatsApp and our online customer service.
You should never have been left feeling that your concerns were being ignored or that you had to keep chasing us for money that is rightfully yours. We are also very sorry about the missing item and the delivery issue you have experienced with Parcelforce. We appreciate how worrying and upsetting this must be.
We know that an apology alone does not resolve the situation, and we are truly sorry that your experience has fallen so far short of the service you have received from us in the past. Your loyalty and trust mean a great deal to us, and we deeply regret that we have given you reason to question that trust.
We sincerely apologise for the frustration, worry and disappointment this has caused. Your feedback has been heard, and we are committed to doing better.
Abigail - Customer Experience Agent
No People!
When did Jigsaw get rid of people in their so called customer service? What a mistake. I'm now in one of those bot loops that is so frustrating. I want to return 2 items from my recent order but their returns system tells me that those items have not been delivered and so I can't move through to the returns process. Funnily enough, they have taken the money for those items so they clearly know they have been delivered. I've had no acknowledgement of my issue and I am now well outside the 8 day window for sale returns. And i can't speak to a person! Exceedingly poor.
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jo,
We’re very sorry to hear about the frustration you’ve experienced with our returns process. We completely understand how frustrating it must be when the system isn’t recognising items you’ve received, particularly when you’re trying to make a return within the eligible timeframe.
We do still have a dedicated Customer Experience team available to help. You can contact us via email, WhatsApp or by submitting a request through our website, where a member of the team can assist with issues such as this.
We’re sorry that you haven’t been able to get the support you needed so far, and we hope you’ll give us the opportunity to resolve this for you.
Kind regards,
Meg
Customer Experience Agent
Wonderful friendly staff happy to…
Wonderful friendly staff happy to advise sugggest different ways of wearing something but never pushy
Will order or try other branches if your size or colour isn’t in stock
22 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Margaret,
Thank you very much for your lovely 5-star review. We’re so pleased to hear that you’ve had such a positive experience with our team and have found them friendly and helpful.
If you remember the name of the team member who assisted you, or which store you visited, please do let us know so we can pass your kind feedback on to them.
Kind regards,
Meg
Customer Experience Agent
Extremely disappointing customer service
I’m really disappointed with Jigsaw’s customer service. I placed an order on Wednesday and, several days later, it still hadn’t been dispatched. As I needed the order before going away on Tuesday, I tried repeatedly to contact Jigsaw from Friday onwards to find out what was happening.
Unfortunately, it is now impossible to speak to a human being by telephone, and the only option appears to be their online chat. Sadly, the chat service has been incredibly frustrating and, despite sending multiple messages, I have received no meaningful response or resolution.
For a brand at Jigsaw’s price point, I would expect a much higher standard of customer service. Being unable to speak to anyone and simply being left without a response is extremely disappointing.
The products may be lovely, but customer service is a huge part of the overall customer experience, and based on this experience, it really needs significant improvement.
Reply to Jigsaw response! I have emailed, WhatsApp and messaged on Friday morning, it is now 3pm on Wednesday and still no response or sign of dispatch.
26 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Sara,
We’re sorry to hear that you were disappointed with your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it is when you’re waiting for an order and need it by a particular date. We’re also sorry that you weren’t able to get the response you needed from our Customer Experience team at the time.
We do have a dedicated team available via email, WhatsApp and our online Help Centre, and we’re always happy to look into individual orders and assist where we can.
Kind regards,
Meg
Customer Experience Agent
£128 gift card unusable for months
£128 gift card unusable for months – Jigsaw acknowledges the problem but won't resolve it.
I have £128 held on a Jigsaw gift card which Jigsaw issued to me on 28 October 2024 following the return of order 997112JIG.
I have been trying to use this money since January 2026. The website would not accept the gift card, so I contacted Customer Experience repeatedly.
On 17 February, James, Jigsaw’s Customer Experience Manager, confirmed in writing that Jigsaw’s gift-card payment facility was unavailable. He told me that he could not convert my card to a voucher code, but promised that he would keep my ticket open and monitor the situation.
Nothing was resolved.
I chased again in March and received more automated responses, including messages attempting to close my enquiry because Jigsaw supposedly “hadn’t heard back from me”, despite my repeated emails being clearly visible in the correspondence.
It is now August and I STILL cannot use my £128.
Even more frustratingly, Jigsaw’s current Help Centre acknowledges the technical problem with online gift-card payments and now specifically says affected customers can be given a replacement code to make an online purchase. Yet nobody has provided this to me.
I have contacted Jigsaw repeatedly by email and have now tried their advertised WhatsApp Customer Experience service too, with no response. I have today submitted a formal complaint.
The gift card expires on 28 October 2026. I first reported the problem approximately nine months before its expiry, and Jigsaw has acknowledged in writing that its own technical issue prevents me using it.
I am not asking for anything unreasonable. I simply want access to the £128 Jigsaw already owes me, either through a functioning gift card or the replacement code Jigsaw’s own Help Centre says it can provide.
Existing Customer Experience tickets: 1562538 and 1571336.
I would like somebody at Jigsaw to take ownership of this and actually resolve it rather than sending another automated response or closing another unresolved ticket.
31 de enero de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Claire,
We are deeply and sincerely sorry for the experience you have had with your £128 gift card. We completely understand how frustrating it must be to have been trying to access your money for so long, despite repeatedly contacting us and having the technical issue acknowledged by our team.
You should never have had to chase us repeatedly for something as straightforward as being able to use a gift card that we issued to you. We are particularly sorry that your previous correspondence was not handled appropriately and that you received automated responses when you had clearly continued to contact us.
We appreciate that you have been more than patient, and we are truly sorry that we have let you down.
A senior member of our team will reach out to you directly to take ownership of this and ensure the matter is fully resolved for you.
Please accept our sincerest apologies for the frustration, inconvenience and disappointment this has caused.
Abigail - Customer Experience Agent
Nice sales technique!
Great service from the Harrogate store. Good honest advice!
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Justine,
Thank you for your lovely review. We’re so pleased to hear you had such a positive experience at our Harrogate store and appreciated the honest advice from the team.
We’ll be sure to pass your kind feedback on to them.
Kind regards,
Meg
Customer Experience Agent
Stock nightmares and poor customer service
Trying to buy anything from jigsaw in the sale is a lottery, I have had 4 items refunded due to stock, only for it to be in stock again a day later. Not only that but I have had to fight to get the postage refunded as it isn't autimatic; to leave customers out of pocket for a stock issue on the side of the retailer is a poor experience. Quality and style seem to be slipping over the years, shame, it used to be a great brand with great customer service. Sadly not any more.
31 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Samantha,
We’re sorry to hear about your recent experience with your sale orders. We understand how disappointing it is to have items cancelled after placing an order, particularly when you’ve been looking forward to receiving them.
We always do our best to fulfil every order and, once an order is placed, we check availability across both our warehouse and boutiques to try to locate the items. Unfortunately, on occasion, we’re unable to fulfil an item despite it appearing available when the order was placed.
We appreciate your feedback regarding the refunds and the overall experience, and we’re sorry that this has left you disappointed with Jigsaw.
Kind regards,
Meg
Customer Experience Agent
Staff in the store were lovely
Staff in the store were lovely - helpful without being pushy. Lots of fashion/wear ideas for my purchases. Store very neat and well-presented.
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Carolyn,
Thank you for your lovely review. We’re so pleased to hear that you found the team helpful without being pushy, and that you enjoyed their styling suggestions.
It’s also great to hear that you found the store so neat and well presented. We’ll be sure to pass your kind feedback on to the team.
Kind regards,
Meg
Customer Experience Agent
I had the most wonderful service today…
I had the most wonderful service today from two women in the Harrogate store. I was searching for a dress for a wedding and they couldn't have been more helpful and accommodating. They both went above and beyond. One of the ladies were called Susan, such a fab lady, sadly I didn't get the other ladies name. Can't wait to return. Many Thanks
30 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Laura,
What a gorgeous review! 💕 We’re delighted to hear that Susan and her colleague in our Harrogate store went above and beyond to help you find the perfect dress for the wedding.
We’ll make sure Susan gets to see your lovely words, and we’ll have a little detective work to do to find out who her colleague was too! We’re thrilled to hear you’re already looking forward to your next visit — we’ll be ready to welcome you back.
Kind regards,
Meg
Customer Experience Agent
Great staff in the Harrogate Store!
The staff at the Harrogate store are always helpful, knowledgeable and willing to indulge me in a conversation about the latest fashion trends!
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Lydia,
Thank you for your lovely review! We’re delighted to hear that the team at our Harrogate store are always on hand with helpful advice — and happy to indulge in a good fashion chat too! 💕
We’ll make sure the team hear your kind words. It’s wonderful to know you enjoy your visits.
Kind regards,
Meg
Customer Experience Agent
This is the second time I have…
This is the second time I have purchased something through Jigsaw and both times there have been issues. I appreciate that you may be having technical difficulties, but this seems to be a running theme, which has been going on for months. Please stop advertising online if you cannot follow through with the service. I have never known anything like it. I have previously put in a request for this issue and have allowed over 72 hours for a response. I have heard nothing. Please refund me for the service you have not provided. I am very sorry to say, I will never shop through the Jigsaw website again. It is an appalling service. I hope you can rectify your “technical issues” soon.
22 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Laura,
We’re sorry to hear about your experience, particularly as this is the second time you’ve encountered an issue when shopping with us. We understand how frustrating it must be to have experienced repeated technical problems and then be left waiting for a response.
We appreciate you taking the time to share your feedback. Our Customer Experience team is available via email, WhatsApp and our Help Centre, and we’re always happy to look into individual orders and any refund queries.
We’re sorry again that your experience has fallen short of what you should expect from Jigsaw, and for the frustration caused.
Kind regards,
Meg
Customer Experience Agent
Non receipt of dress!
Order successfully from jigsaw on many occasions been a loyal customer for 30+ years however ordered address sometime ago and have not received any dispatch confirmation so get a little worried. Order No. 1365048JIG
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Yvette,
We’re very sorry to hear that you’re feeling concerned about your order, particularly after being such a loyal Jigsaw customer for over 30 years. We truly appreciate your continued support.
We completely understand how worrying it is not to have received a dispatch confirmation, especially when you’ve successfully ordered from us many times before. We apologise for the uncertainty and inconvenience this has caused.
We’re sorry that your experience on this occasion has not met the standard you should expect from us, and we sincerely appreciate your patience and loyalty.
Abigail - Customer Experience Agent
Order number: 1354283JIG
My return experience has not been good. I returned the above order number on the 12 August 2026 and I am still waiting on confirmation of my refund. Jigsaw never seem to improve in any way regarding their returns.
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Moira,
We’re sorry for the delay with your refund and the frustration this has caused.
During our Summer Sale, we’ve experienced an exceptionally high volume of sales and returns, alongside some technical issues affecting refund processing. This has unfortunately meant that refunds are taking longer than our usual timeframe of up to 8 working days.
I can confirm that we have now processed your refund today. You’ll receive an automated email once the funds have been issued back to your original payment method.
Kind regards,
Meg
Customer Experience Agent
Awful returns experience with faulty top
I have bought numerous Supima white t-shirts having used Jigsaw since the late 90s. The most recent one I bought online (I always like to have a new one ready). It had a hole along the seam, noticed post first wear/wash. The experience with customer service was appalling - they do not seem to know customer rights legislation, the proposed refund was less than I paid (as the price of the top had subsequently gone down, despite my order confirmation being clear), I waited for days to get responses and it seemed they were drafted by AI as bore no resemblance in most places to the question I had asked. I dealt mainly with Rameet. The recent purchase is much worse quality than the previous Supima t-shirts. I cannot reconcile how Jigsaw can charge the full price of £35 and even the £28 I paid seems terrible value (the proposed refund is £22.40 - no explanation as to why). With so many other places being cheaper and better quality for cotton t-shirts, I am so disappointed after over 25 years of regular (and often expensive) purchases and surprised Jigsaw does not look at a customer's purchase history and if they see they have regularly bought things, try to assist them rather than hinder them when Jigsaw supplies something faulty.
29 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear C N,
We’re sorry to hear that you were disappointed with your recent experience, particularly given how long you have been a Jigsaw customer.
We can confirm that your order was placed during our Summer Sale using the EXTRA20 discount code. This gave you 20% off the T-shirt, meaning you paid £28 rather than the full £35 price. The refund of £22.40 therefore reflects the discounted price paid, rather than the original full price.
We’re also sorry that you felt the responses you received did not clearly address your questions. We appreciate your feedback regarding the quality of the T-shirt and your experience with our Customer Experience team.
Kind regards,
Meg
Customer Experience Agent
Received acknowledgment of a return…
Received acknowledgment of a return from Jigsaw on the 16th August and I’m still waiting for a refund…excluding weekends and bank holidays it has now been 10 days, 2 days over their 8 working day refund policy. It’s the first time I’ve shopped with Jigsaw but I certainly won’t be doing it again!
Thank you for your reply Meg. I can confirm that I have received my refund since writing this review but it did take nearly two and a half weeks to receive from Jigsaw acknowledging receipt of return. I appreciate it’s busier during sale periods but I haven’t experienced this delay with any other shopping brands so sadly it has put me off shopping with Jigsaw online again.
28 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Elizabeth,
We’re sorry that this took longer than expected. During our Summer Sale, we experienced a much higher volume of returns than usual, alongside some technical issues affecting refund processing, which unfortunately caused some refunds to be delayed beyond our usual 8 working day timeframe.
I can see that one of our Customer Experience agents assisted you yesterday and confirmed that your refund has now been successfully processed.
Your refund should now reach your original payment method within 1–2 working days, depending on your bank.
We’re sorry again for the inconvenience and appreciate your patience.
Kind regards,
Meg
Customer Experience Agent
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