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
La empresa ha respondido
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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Absolutely disgraceful service with no…
Absolutely disgraceful service with no refund after 2 weeks of return. The order number is 1353849JIG. Ordered a £270 Jacket on 11th August, returned on 13th. Paid for a second one in correct size.
Tried contacting and still cannot get to speak to anyone to resolve. It will be interesting to see if someone can be bothered to respond to this review, resolve the issue and organise our refund?
13 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mark,
I’m pleased to see that your refund has now been successfully processed. During our Summer Sale, we experienced a much higher volume of returns than usual, which unfortunately caused some refunds to take longer than our usual timeframe.
We’re glad that we’ve now been able to resolve this for you, and that our Leeds boutique team was also able to assist with your query too.
We’re sorry again for the delay and frustration caused, and thank you for your patience.
Kind regards,
Meg
Customer Experience Agent
Disappointing online shopping experience
I purchased some clothing on the 06th August, and after many responses that there was a delay in the delivery I was told today (27th August) that one of the items will be refunded as there were some issues with the system. I can understand that these things might happen, but I had to chase them to have an answer, I was the one who contacted them today otherwise I wouldn't have had any response. I really like the shop, but after this experience I am not going to do any shopping with Jigsaw again.
6 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Maria Jose,
We’re sorry for the disappointment caused by your recent order, particularly that you had to contact us yourself to find out what had happened.
I can see that our Customer Experience Manager assisted you on 27 August and confirmed that the missing Chambray Zip Front Midi Dress had been cancelled due to the technical stock issue, with a full refund including delivery to be processed.
I’m pleased to confirm that this has now been resolved for you. We’re very sorry again that this experience has put you off shopping with us online.
Kind regards,
Meg
Customer Experience Agent
Nice clothing, horrible customer service
Nice clothing but horrible customer service. I ordered a suit, spent more than $50 combined on shipping and duties. They provided only the blazer, then cancelled the trousers. They are refusing to refund any portion of the duties on the cost of the trousers because they can’t recoup that cost. I’ve gone in circles with the multiple times and am not trying to return the blazer. They are not willing to “eat” any cost of their mistake and instead think the cost associated with their inventory system being wrong should be passed through to the consumer. I realize British customer service standards favor the company, but this is beyond bizarre. Jigsaw made a mistake and expects me to pay for it. Now I get to dispute this with my credit card company. Don’t recommend ordering from this company, though and in-person purchase might be fine.
22 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear H M,
We’re sorry to hear that you were unhappy with your experience.
When the trousers from your original order were cancelled, the full cost of the trousers was refunded, together with a proportion of the applicable duties. The remaining duties could not be refunded as these are import charges determined by the destination country and are not charges that Jigsaw is able to recover.
We appreciate that you purchased the items as a suit and understand your disappointment that we were unable to fulfil the trousers. However, we have refunded the cost of the cancelled item, the applicable duties and have also offered a return of the blazer outside of the usual return timeframe given the circumstances.
Kind regards,
Jigsaw Customer Experience Team
Still awaiting my refund
I returned an item on the 13tg August. It was received by Jigsaw with a couple of days but still no refund.
I re ordered this item in a smaller size.
Terrible customer service awaiting someone to resolve this .
13 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Hilary,
We’re sorry that you’re still waiting for your refund and appreciate how frustrating this must be, particularly as you’ve already reordered the item in a smaller size.
We’d like to look into this for you and check the status of your return and refund. Please get in touch with our Customer Experience team with your order details so we can investigate this further and help get this resolved.
We apologise again for the delay and inconvenience caused.
Kind regards,
Meg
Customer Experience Agent
Beautiful items but absolutely awful service…
Beautiful items but absolutely awful customer service and ordering/delivery. Ordered a big order - many items on one order and still missing two of them after over two weeks, even though my order in my account says fulfilled. Still no word on where these items are - No response to emails, chat does not work, no way to call anyone. Just incredible - I won't be ordering ever again from Jigsaw.
25 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jenifer,
We’re very sorry to hear about your experience and for the frustration caused by the missing items from your order.
We completely understand how disappointing it is to still be waiting for items after more than two weeks, particularly when your order is showing as fulfilled. Orders can sometimes be dispatched from different locations, meaning items may arrive separately, and we’re sorry that you haven’t received the updates or support you expected.
Unfortunately, we haven’t been able to identify your specific order from the information provided in your review. If you could please get in touch with our Customer Experience team and provide your order number, we’ll be happy to investigate this for you and see what has happened with the items.
We’re sorry again for the inconvenience and hope we can assist you further.
Kind regards,
Meg
Customer Experience Agent
Order cancelled 3 weeks later
Order cancelled by Jigsaw 3 weeks after accepting payment.
Seem to have no regard for the customer. Time wasted trying to follow up on delivery. The company should not take customers’ money if they cannot supply the goods! I most certainly will not be buying from Jigsaw ever again.
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Avril,
We’re sorry to hear about your experience and for the frustration caused by the cancellation of your order.
We always do our best to fulfil every order, and once yours was placed, we checked across our warehouse and boutiques to locate the item for you. Unfortunately, stock can sometimes become unavailable during the ordering process, or an item may already be held for another customer. On this occasion, we weren’t able to fulfil your order.
We apologise that this was not identified sooner and for the inconvenience caused by the delay and the lack of clarity around what had happened with your order.
We can also see that your query was subsequently handled directly by one of our team, who confirmed the cancellation and arranged for your order and delivery charge to be refunded. We’re sorry that, despite their assistance, you were left feeling that we had not valued your custom.
We understand how disappointing this experience has been and sincerely apologise for the frustration and time spent following up with us.
Kind regards,
Meg
Customer Experience Agent
Thanks to Elenir she is helpful and…
Thanks to Elenir she is helpful and amazing
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mai,
Thank you for your lovely review! We’re delighted to hear that Elenir was so helpful and gave you such a positive experience.
We’ll be sure to pass your kind words on to her — she’ll be thrilled to hear them. 💕
Kind regards,
Meg
Customer Experience Agent
This review is for Sam in the Bury St…
This review is for Sam in the Bury St Edmunds store. When the website had messed up 2 orders and it’s impossible to find someone to communicate with Sam has been so good in helping me resolve the issues with kindness and patience. He is a credit to the store. Thank you Sam you are a star which is the opposite of my experience with Jigsaw on ordering via website
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Annette,
Thank you for your lovely review! We’re delighted to hear that Sam was able to help you resolve the issues with your orders, and that he did so with such kindness and patience.
We’ll make sure Sam sees your kind words — being called a star is certainly a lovely bit of feedback! ⭐ He really is a credit to our Bury St Edmunds team.
We’re sorry that your experience ordering through the website has been quite the opposite, but we’re pleased Sam was there to help put things right.
Kind regards,
Meg
Customer Experience Agent
Jigsaw cancelled my online order…
Jigsaw cancelled my online order without explanation. And to add injury to the insult, the clothes are still available on the site in my size. I am extremely shocked - in my entire online shopping experience, some things have gone wrong but to have 4/5 of an order cancelled just like that is new. The details: I ordered 5 dresses in the sale, for once all available in my size to be picked up at the Jigsaw store in King's Cross St. Pancras. Received an email on Thursday that one dress would be shipped - it's not clear if it has arrived at the store or not. I have a feeling I won't receive any more updated and will have to stop by to check in a couple of days. Then this morning the rest of the order was cancelled with 4 automated emails, no explanations or follow-up from customer services. But the dresses are still showcased for purchase in the sales section, in my size. It's a bad sign and I am wondering if they are on their way out to become a brand just by name to be hoovered up by Asos or Boohoo. If not even more shocking that they have inventory problems at this level. I shall be reluctant to shop with them again.
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Esther,
We’re sorry to hear about your experience and for the frustration caused by the cancellation of your order.
We always do our best to fulfil every order, and once an order is placed, we check across our warehouse and boutiques to locate the items wherever possible. Unfortunately, stock can sometimes become unavailable during the ordering process, or an item may already be held for another customer. On this occasion, we weren’t able to fulfil four of the items in your order.
We apologise for not identifying this sooner and for the inconvenience caused by receiving cancellation emails without a clear explanation. We understand how frustrating and unsettling this can be, particularly when you’re left without clarity around what has happened with your order.
We have searched our Customer Experience records using the name provided but unfortunately cannot locate any previous correspondence regarding this order. If you could get in touch with our Customer Experience team with your order number, we’ll be happy to look into this further and assist you with any questions regarding the cancelled items and the remaining dress.
Thank you for your patience and understanding. We’re sorry again for the inconvenience caused.
Kind regards,
Meg
Customer Experience Agent
No stock available for my entire order? What a waste of time.
Received a refund notification email for my entire order after 5 days since I placed the order. I can understand if perhaps one or two items may no longer be available, but to get an email to say ALL items are unfortunately no longer able to be fulfilled, I don't think they are actually keeping their website stocks properly updated. I had spent ages choosing items for my order and now regret this hugely having received this automated email with no apology, no explanation. Safe to say, I won't be shopping with them online ever again. What a waste of time!
24 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Soohyun,
We’re sorry to hear about your experience and for the frustration caused by the cancellation of your order.
We always do our best to fulfil every order, and once yours was placed, we checked across our warehouse and boutiques to locate the items for you. Unfortunately, stock can sometimes become unavailable during the ordering process, or an item may already be held for another customer. On this occasion, we weren’t able to fulfil the items in your order.
We apologise for not identifying this sooner and for the inconvenience caused by receiving a refund without a clear explanation. We understand how frustrating and disappointing this must have been, particularly after spending time choosing the items for your order.
Thank you for your patience and understanding, and we’re sorry that this experience has left you feeling unable to shop with us online again.
Kind regards,
Meg
Customer Experience Agent
orders cancellation and unreliable stock info (
Unfortunately online ordering issues are really disappointing and overall aftertaste gets progressively worse... Order arrives as spot deliveries from dispersed stores - and it's absolutely fine, but 50% of the order gets cancelled as 'stock levels changed unfortunately' - how come if you presumably have live stock status tracking?.. And then I receive this cancellation mail, check the stock again - voilà, it's still available. Don't think there'll be next order which is sad given that I was a returning customer (
23 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Olena,
Thank you for taking the time to share your feedback. We’re very sorry that your recent experience has been so disappointing, particularly as a returning customer.
As explained in the cancellation email we sent, we do fulfil orders from multiple locations, including our boutiques, to give us the best possible chance of fulfilling as many orders as we can. Unfortunately, stock can sometimes be unavailable when the location goes to pick and process the order, even though the item may still appear as available online due to a stock discrepancy or timing difference.
We completely understand how frustrating it is to then see the item still showing as available after your cancellation, and we’re sorry for the confusion this has caused.
We really do appreciate your previous custom and hope we can restore your confidence in Jigsaw in the future.
Kind regards,
Meg
Customer Experience Agent
Helpful and friendly, good quality
Friendly and very helpful staff, nice and good quality range of clothes, new collection is great👍
22 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Nursulu,
Thank you very much for your lovely feedback! We’re delighted to hear you enjoyed the new collection and had such a positive experience with our team.
We’d love to pass your kind words on to the store team and give them the recognition they deserve. We’ve requested a little extra information from you — if you could let us know which store you visited, we’ll make sure your feedback reaches the right team.
Thank you again! 🌸
Kind regards,
Meg
Customer Experience Agent
Dreadful customer service
This is the second time I have ordered from Jigsaw online and both times the experience has been dreadful. On neither occasion could they fulfil my order but getting a refund proved very difficult.
This time they have decided to refund me the cost of the item but not the postage even though it was them that could not fulfil the order. Now waiting for a real person to get in touch to resolve this after going round in circles with the live chat agent
Thank you for your response. The order was placed on 19/8/26 in my wife’s name - Anne Sheen. We have already tried to sort this via the live chat and was promised an actual person would contact us to sort the error. Surprise, surprise we have heard nothing back. They have our order number and email address but silence
23 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mark,
I’m really sorry to hear about your experience, particularly as this is the second time you’ve had issues with an online order.
If the whole order has been cancelled because we’ve been unable to fulfil it, the postage charge should also be refunded, so I’m sorry this hasn’t happened automatically in your case.
I’ve been unable to locate a ticket under your name from the information provided, so unfortunately I can’t look into the specific refund from here. If you get back in touch with us with your order number, we’ll be happy to investigate this and make sure it’s resolved for you.
If you’d prefer not to use our AI Assistant, we also offer WhatsApp as an alternative way to contact us where you can speak directly with our Customer Experience team rather than the AI bot. You can also raise a ticket through our contact form.
I’m sorry again that you’ve had to go around in circles to get this resolved, and we’ll be happy to look into it once you get in touch.
Kind regards,
Meg
Customer Experience Agent
Friendly and helpful
Visited the Beverley store, friendly helpful staff, came away with a lovely top. X
22 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mrs Salt,
Thank you very much for your lovely feedback. We’re delighted to hear you had such a positive experience in our Beverley store and found a lovely top!
We’ll be sure to pass your kind words on to the team. We hope to see you again soon.
Kind regards,
Meg
Customer Experience Agent
Extremely disappointing refund experience - only resolved after escalating to American Express
I’m extremely disappointed with the customer service I received from Jigsaw, particularly the handling of my refund by James, their Customer Experience Manager.
I returned an order which was received at Jigsaw’s warehouse on 14 January 2026. Despite this, my refund remained pending for weeks and went beyond both Jigsaw’s stated refund timeframe and, importantly, the statutory timeframe for processing a refund.
On 30 January, I contacted Jigsaw to explain that the statutory deadline had passed and that I expected my refund to be processed without further delay. I specifically asked them to confirm when the refund would be issued.
James, the Customer Experience Manager handling my case, responded by saying that he had escalated my refund to the returns team, but blamed the delay on Jigsaw’s warehouse relocation. He also told me that refunds were exceeding their usual processing timeframe and that contacting them again would not speed things up.
By 4 February, I was approaching the 17th working day and fourth week of waiting for my money back. I explained to James that this was unacceptable and that the experience had put me off purchasing from Jigsaw again. I also informed him that I was escalating the matter by raising a dispute with American Express and making a formal complaint.
Then, on 5 February, the very next day, James contacted me to say that my refund had been processed. He stated that it had initially failed due to a chargeback issue and that he had accepted it.
The fact that I had to escalate the matter through American Express after weeks of chasing Jigsaw is extremely frustrating. I should not have had to involve my card provider to get a refund that was already overdue and beyond the statutory timeframe.
I appreciate that Jigsaw was relocating its warehouse and may have been experiencing operational difficulties, but that is an internal issue and should not become the customer’s problem. What matters to me as a customer is that Jigsaw had received my return, the refund was overdue, and I had to repeatedly chase them before finally escalating externally.
For a retailer of this size, I expected significantly better customer service, communication and ownership of the issue. Unfortunately, this experience has completely put me off purchasing from Jigsaw again.
Very disappointing experience and a poor example of how a customer refund should be handled.
5 de febrero de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jenny,
We’re sorry to see your review and completely understand your frustration with the delay to your refund. We do, however, feel it’s important to clarify what happened in this instance.
Your return was received by our warehouse on 14 January, and unfortunately we were experiencing delays to our usual processing times due to our warehouse relocation. We appreciate this was frustrating, and we’re sorry that your refund took longer than expected.
Once a chargeback has been raised with the card provider, we are unfortunately unable to process a refund through our normal payment system while the chargeback remains open. This is why, when we attempted to process your refund on 5 February, it initially failed due to the chargeback. James then accepted the chargeback from our side so that the funds could be released to you.
We appreciate that you were unhappy with the time taken to resolve this, but we hope this provides some additional context around why the refund could not be processed in the usual way once the chargeback had been raised.
We’re sorry again that this experience left you disappointed, and we appreciate you taking the time to share your feedback.
Kind regards,
Meg
Customer Experience Agent
Hi my name is Jean and I came into your…
Hi my name is Jean and I came into your store in Shrewsbury yesterday 21/8/2026 and bought A lovely Mac and got a first class service off Cath and Jo.
Thanks again Jean hopefully see you both soon xx
21 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jean,
Thank you very much for taking the time to leave such a lovely review.
We’re delighted to hear that you had such a wonderful experience in our Shrewsbury store and that Cath and Jo provided you with first-class service. We’ll be sure to pass your kind words on to them — we’re sure they’ll be delighted to hear how much you appreciated their help.
We hope you’re enjoying your new mac, and we look forward to welcoming you back to the store again soon!
Kind regards,
Meg
Customer Experience Agent
Very very poor customer and delivery service
I placed an order well before the 5 p.m. deadline and was invited to pay £8.00 for next day delivery. Well, not only did I NOT receive next day delivery but the item wasn't even shipped at all! Nor did I receive even the courtesy of an email apologizing for the delay or anything, nothing at all! When I attempted to reach customer service via Chat (again, within the time frame of operational hours advertised by Jigsaw) I got nothing except an inane message from "Jinnie" saying that she can't help me because she is "still learning." In desperation, I called an actual store, and got a very nice helpful sales assistant who tried to get an answer for me (she also, apparently, has to use Chat). She called me back to tell me that despite the fact that Chat was supposed to be open according to the posted operating hours, it had actually already closed for the weekend. Absolutely pathetic customer service and an insult to anyone who patronizes this company!
21 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Susan,
We’re sorry to hear about your experience. We completely understand how frustrating it must have been to pay for next day delivery and then find that your order had not been shipped.
We’d also like to clarify that our Customer Experience team is open 7 days a week, and we don’t currently advertise specific Chat opening hours on our website. We’re sorry if there was any confusion around this when you were trying to contact us.
If you’d prefer to speak to a member of our team without going through our AI Assistant, we also offer WhatsApp as an AI-free alternative, where you can contact our Customer Experience team directly without Jinnie.
We’re pleased the store colleague was able to assist you, and we’re sorry again that your online experience fell short of the service you should expect from us.
Please get in touch with our team if you require further assistance, and we will do our best to support you and prioritise your case.
Kind regards,
Meg
Customer Experience Agent
The staff at my Tunbridge Wells store…
The staff at my Tunbridge Wells store are really helpful and friendly, and give good advice. The clothes are well made and stylish. If something isn’t in stock they always offer to order it in for you.
17 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Jennifer,
Thank you very much for taking the time to leave such lovely feedback.
We’re delighted to hear that you’ve had such a positive experience with our Tunbridge Wells team and that they’ve been so helpful and friendly. It’s wonderful to know that you value their advice and that they’re always happy to help source an item for you when it isn’t available in store.
We’ll be sure to share your kind words with the team — they’ll be delighted to know their service is appreciated.
Thank you again for your continued support of Jigsaw. 💙
Kind regards,
Meg
Customer Experience Agent
Some improvement
Shopping at Jigsaw used to be great. The last 12 months have been difficult . I gave them a miss for a few months and recently tried them again. No improvement. Customer Services is hit and miss depending who responds. Staff in store used to be happy now fed up. I will stick with other retailers where I have a fabulous experience, deliver next day and on the spot refunds which is what I want. And the clothes at Jigsaw are not what they were so suggest a new design team is engaged
Update:
Since this review I have had some positive experiences with customer services and in store trying to sort out an order and a couple of refunds which did get sorted. Customer services and store were helpful. There are some nice jackets arriving which is always Jigsaw’s strength. I have revised my score. Jigsaw does need to get better with delivery which can be slow and returns to the warehouse take far too long.
20 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Helen,
Thank you for taking the time to share your feedback. We’re sorry to hear that your recent experiences with Jigsaw have not met the standard you have previously enjoyed from us.
We genuinely value your custom, and we appreciate you taking the time to provide feedback on multiple occasions. We have noted that this is your fifth Trustpilot review of Jigsaw over the past 12 months, and we are disappointed that we have not been able to improve your experience during this time.
We have taken your comments regarding our Customer Experience team, boutique service and product offering on board, and will ensure these are shared with the relevant teams.
We’re sorry to hear that you have decided to shop elsewhere, but we appreciate your previous custom and hope that, in time, we can restore your confidence in Jigsaw.
Kind regards,
Meg
Customer Experience Agent
Excellent customer service
I was looking at the trousers but thought they’d be too long and wouldn’t look good on me. The store manager was very encouraging and showed me she was wearing them and we were similar heights. I tried them on- loved them and she showed me how to style them with different tops. She very knowledgable about how to flatter my figure and gave me a lot of confidence.
6 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mrs M,
Thank you very much for your wonderful feedback!
We’re delighted to hear that our store manager gave you the confidence to try the trousers and helped you find a way to style them that you loved. It’s fantastic to hear how knowledgeable and encouraging she was. 💙
We’d love to give her the recognition she deserves — could you let us know which Jigsaw boutique you visited? I have requested additional information if you wish to share this.
We’ll make sure we pass your lovely feedback on to the team and give her the flowers she deserves! 🌸
Kind regards,
Meg
Customer Experience Agent
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