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
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1 mil opiniones
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Ha contestado el 97% de las opiniones negativas
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Online experience poor
Ordered multiple items from jigsaw
(1349782JIG). Paid for next day delivery.
The items then arrived spread over separate deliveries which wasn’t explained at time of purchase.
One of the items was never going to arrive (as it was out of stock), but I wasn’t informed. A credit just appeared on my bank card.
Only SOME of the items turned up the next day, some still hadn't arrived two days later.
In fairness, the Customer Service team online were very good when I interacted with the actual humans there. In the end, they were able to cancel the items that were still pending and refund for them. They also refunded the next day delivery fee, but all of this took quite a few interactions back and forth (ticket 1591415)
Overall, this experience did not feel worthy of a premium brand like jigsaw. The items are of a high-quality, but the online experience is frustrating. I’m sure the explanation for this is because the items sit in stock in store, rather than in a central warehouse, but from a customer perspective, I don’t really care! I just want you to deliver items as promised and paid for. If you can’t meet expectations, then don’t promise it!
If jigsaw don’t address this, their online business will really suffer, as customers compare this experience to other retailers who are able to meet (or exceed) expectations online. It’s a shame, as this is in stark contrast to the experience in store which continues to be excellent.
Come on jigsaw, sort your shit out, we don’t want to lose you!!
2 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Roberta,
Thank you for taking the time to leave such detailed feedback. I’m glad I was able to assist you and help get everything resolved, although I’m really sorry that the overall experience left you disappointed.
As you mentioned, we fulfil orders from multiple locations, including our boutiques, which allows us to fulfil as many orders as possible rather than relying solely on one central warehouse. However, this can unfortunately mean that orders are split across different locations and delivered separately.
On occasion, an item can also become unavailable between the order being placed and the location processing it. This can happen due to stock discrepancies, items being held or stock being allocated to another order. We appreciate how frustrating this is, particularly when an item may still appear available online afterwards, and we’re sorry that this contributed to your experience.
I’m pleased I was able to assist with cancelling the remaining items and arranging the refunds, including the next day delivery charge. Thank you as well for your kind comments about the Customer Experience team — it really was a pleasure to assist you.
Your wider feedback about the online experience has been noted and shared with the relevant team. We genuinely appreciate you taking the time to explain where we fell short.
Kind regards,
Meg
Customer Experience Agent
Mariah and Natasha were superb
Mariah and Natasha were superb. So professional, attentive and considerate. Bless!
18 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Ndungu,
Thank you very much for taking the time to share such lovely feedback! We’re absolutely delighted to hear that Mariah and Natasha were so superb during your visit.
It’s wonderful to know that you found them professional, attentive and considerate. Providing a warm, thoughtful and personal experience is so important to us, and it’s fantastic to hear that Mariah and Natasha made you feel so well looked after.
We’ll be sure to share your kind words with them and the wider store team, we know they’ll be delighted to hear that their care and service made such a positive impression!
Thank you again for your lovely review and for choosing Jigsaw. We really hope to have the pleasure of welcoming you back again soon!
Kind regards,
Meg
Customer Experience Agent
Harrogate store - fantastic!
Harrogate store is fantastic - team are really helpful and friendly! Thank you
18 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Hello there,
Thank you very much for your lovely feedback! We’re delighted to hear that you had such a positive experience at our Harrogate boutique.
It’s wonderful to know that the team were helpful and friendly, and we’ll be sure to share your kind words with them. We’re sure they’ll be thrilled to hear that their service made such a great impression.
Thank you again for taking the time to share your experience, and we look forward to welcoming you back to Jigsaw soon!
Kind regards,
Meg
Customer Experience Agent
Refunds take over a month
Refunds take over a month. Such a shame Jigsaw can’t sort this out. Makes them look like a less than credible company.
18 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Nic,
Thank you very much for taking the time to share your feedback, Nic.
We are genuinely sorry to hear that you’ve experienced such a lengthy wait for your refund. We completely appreciate how frustrating and disappointing this must have been, particularly when you’re expecting the process to be straightforward.
Our refunds are processed within 8 working days, in line with our refund policy, so a wait of over a month is certainly not the experience we would expect our customers to have.
We’d really like the opportunity to look into what has happened here and understand why your refund has taken longer than expected. If you’re happy to, please reach out to our Customer Experience team with your order details and we’ll be more than happy to investigate this for you and work towards getting it resolved.
We’re sorry again for the inconvenience caused, and we hope we can put this right for you.
Kind regards,
Meg
Customer Experience Agent
Cheshire Oaks
Visited the Cheshire Oaks outlet yesterday to look for a summer wedding outfit. Clothes shopping is not my thing, but Debbie was wonderful, giving advice and confidence to make my purchase. No sales patter, just genuine help. Ended up with a beautiful dress and at a very good price. Excellent!
17 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Hello there,
Thank you for sharing your lovely feedback!
We are delighted to hear that you had such a positive experience at our Cheshire Oaks outlet, particularly when looking for an outfit for a summer wedding.
It is wonderful to hear that Debbie was able to offer such helpful and considered advice, giving you the confidence to find something you felt really happy with. We are especially pleased that her approach was genuine and relaxed, with no pressure or sales patter.
Your comment about Debbie being wonderful is very sweet, and we will be sure to share your kind words with her. We are certain she will be delighted to know that she helped make your visit such an enjoyable one and that you left with a beautiful dress at a very good price.
Thank you again for taking the time to share your experience. We hope you have a wonderful time at the wedding and look forward to welcoming you back to Jigsaw in the future.
Kind regards,
Meg
Customer Experience Agent
I was let down by Royal Mail collection…
I was let down by Royal Mail collection of a return and felt very disappointed. via the Jigsaw email customer service address I got really good support with a full refund, no questions asked.
17 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Lou,
Thank you very much for taking the time to leave us such lovely feedback. We’re really sorry to hear that you were let down by Royal Mail when arranging your return, but we’re delighted that our Online Customer Experience team were able to step in and help resolve this for you.
We’re especially pleased to hear that Meg was able to provide the support you needed and arrange your full refund without any further hassle.
We’ll be sure to share your kind words with Meg, as we know how much our team appreciates hearing when they’ve made a positive difference.
Thank you again for your patience and for giving us the opportunity to put things right. We really hope to welcome you back to Jigsaw again soon.
Kind regards,
The Customer Experience Team
Called in to the Harrogate store whilst…
Called in to the Harrogate store whilst on holiday here, to return an item I had purchased in another store elsewhere in the UK. When we told the ladies we were only visiting the area they couldn’t have been more helpful and suggested various places we might like to visit during our stay. The store itself was extremely welcoming (and cooler than outside!) with beautiful stock. All the ladies were extremely welcoming. Will definitely return!
13 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Thank you so much for taking the time to leave such a lovely review.
We’re delighted to hear that our Harrogate team made you feel so welcome during your visit – and even shared some recommendations for your holiday!
We’ll be sure to pass your kind words on to the team, who will be thrilled to hear them.
We hope you had a fantastic time in Harrogate and look forward to welcoming you back on your next visit!
Best wishes,
James
Customer Experience Manager
Gives “customer service” a bad name
No communication, no refund— only AI nonsense and endless hoops to jump through, even to send them an email or WhatsApp message, both of which seem to disappear into a black hole. No response, no accountability, and no refund.
12 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Valued Customer,
I am very sorry to hear about the experience you have had.
You can speak directly with one of our Customer Experience Agents and bypass our AI Assistant, which is there primarily to provide quick support with FAQs and general enquiries.
If you have already raised a query with us, would you kindly send me your reference number? I will personally ensure this is reviewed and resolved for you as quickly as possible.
Kind regards,
James
Customer Experience Manager
late refund
I had an issue with a late refund , only part was refunded. I filled in 2 of their tickets and got no response . I eventually got through to Aby on whatsapp, Aby was able to trace the issue and resolve it effectively and politely. I am happy with how it was handled by Aby and cannot fault her customer service, however had I not been so diligent in checking my accounts and refunds it could easily gone amiss. Jigsaw need to make sure that there returns and refunds process is more reliable and customer focused. That is why this time I can only give a 3*
11 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Thank you for taking the time to share your feedback. We’re pleased to hear that Aby was able to trace the issue and resolve it for you promptly and politely, and we’ll be sure to pass on your kind comments to her.
We’re very sorry, however, that you experienced a delay with your refund and had difficulty getting a response through our support tickets. We completely understand your frustration, and we appreciate you highlighting the importance of a reliable and customer-focused returns and refunds process.
Your feedback has been noted and will be shared with the relevant teams as we continue to improve our service. Thank you again for your patience and for bringing this to our attention.
Customer Experience Agent
Very disappointing experience
Very disappointing experience. Returned an item as per their returns label & post office partner receipt. 16th July last. Can't get any proper response other AI which seems to going round in a loop & not escalating the issue. Very poor customer service & frustrating
16 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Theresa,
We are very sorry to hear about your experience and completely understand your frustration, particularly as you returned your item on 16 July and have not received a clear update.
We apologize that you have had to repeatedly chase us and that your previous interactions have not provided the support or resolution you expected. This is certainly not the level of customer service we aim to provide.
We would like to look into this for you and ensure your return is properly investigated and escalated with our Customer Experience team. Please send us your order number and proof of postage via direct message so we can locate your return and assist you further.
We sincerely apologize again for the inconvenience and frustration caused.
Customer Experience Agent
A Wonderful Shopping Experience at Jigsaw Richmond
I really enjoyed my experience at the Jigsaw store on George Street in Richmond. There was a great selection of dresses to choose from, and I eventually found the perfect black dress for me.
The consultant who helped me was absolutely lovely. She was genuinely interested in helping me find a dress that suited me and really cared about making sure I felt happy and confident with my choice.
The whole experience was very pleasant, and we left the store in a really good mood. The customer service was excellent and of a very high standard. Thank you for such a lovely shopping experience!
30 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Customer,
Thank you for taking the time to share your lovely feedback about your visit to our Richmond boutique!
We are delighted to hear that you enjoyed your shopping experience and found the perfect black dress. It is especially wonderful to hear that our team member took the time to help you find something you felt happy and confident in.
We know how important it is to feel comfortable with your choice, and it is lovely to hear that you left our store feeling so positive about your experience.
Your kind words about our team mean a great deal, and we will be sure to pass your feedback on to our Richmond team.
Thank you again for choosing Jigsaw, and we hope you enjoy wearing your new dress.
Kind regards,
Meg
Customer Experience Agent
We had a lovely experience in Windsor
We had a lovely experience in Windsor. Our salesperson, Charlotte, was utterly delightful, helpful and made our shop exceptional. We were very pleased with our purchases and couldn’t recommend this branch of Jigsaw more highly.
8 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Suzy,
Thank you so much for your lovely review!
We’re delighted to hear that you had such a wonderful experience in our Windsor store. It’s especially lovely to hear your kind words about Charlotte we’ll be sure to share your feedback with her and the wider team.
We’re so pleased you enjoyed your shopping experience and are happy with your purchases. Thank you for recommending our Windsor branch, and we hope to welcome you back again soon!
Customer Experience Agent
I ordered a cardigan in the sale
I ordered a cardigan in the sale . I paid for express delivery and it did not arrive according to their criteria for express delivery. I contacted customer service and I am still waiting for a reply. It is highly frustrating and very impersonal that you cannot speak to someone to resolve issues.
I will not be buying on online again . The company needs to review its customer service or lack of it.
1 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Heather,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience with your delivery and that you have been waiting for a response from our Customer Experience team.
We would like to look into this for you. We have requested some further information through Trustpilot so that we can locate your order and look into what has happened. Unfortunately, we have not been able to find a previous enquiry under your name in our system.
If you are able to, please provide the requested details through Trustpilot. Alternatively, you can raise a new ticket with our Customer Experience team, and we will be happy to investigate this for you as a priority.
We are sorry again for the frustration this has caused and hope we can have the opportunity to put this right for you.
Kind regards,
Meg
Customer Experience Agent
Elenir went above and beyond to help me…
Elenir went above and beyond to help me me find what I need. I love Jigsaw’s items and customer service.
7 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mariana,
Thank you so much for your lovely review!
We’re delighted to hear that Elenir went above and beyond to help you find exactly what you were looking for. We’ll be sure to share your kind feedback with her.
It’s wonderful to hear how much you love Jigsaw and our customer service. We really appreciate your support and hope to welcome you back again soon!
Customer Experience Agent
There were problems with some refunds…
There were problems with some refunds from previous orders but these were sorted out without delay.
Jigsaw is a great company
7 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Diamond,
Thank you very much for taking the time to share your experience with us!
We are very pleased to hear that, although you experienced some issues with refunds from previous orders, our Online Customer Experience team was able to look into these for you and get everything resolved without delay.
It is wonderful to hear that you were happy with the support you received and that your experience has left you with such positive feelings towards Jigsaw. We really appreciate your kind words, and we will be sure to share your feedback with the team.
Thank you again for your continued support and for choosing Jigsaw! We hope to welcome you back soon.
Kind regards,
Meg
Customer Experience Agent
Beware Refunds process…..
Online orders- I bought quite a lot online, it took a week to reach store pick up. I kept half and returned half. Had notification of returns safe arrival a week ago. No refund to date and I see they now say 14 WORKING days?! So nearly 3 weeks? As the money was debited a week before their arrival that will make nearly a month minimum before you can start to chase a refund in this day and age?! It has put me right off ordering with Jigsaw again
31 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Sarah,
Thank you for taking the time to share your experience. We are sorry to hear that the time taken to receive your refund has left you feeling disappointed.
We just wanted to clarify that our current refund timeframe is up to 8 working days from the date your return is received. We recently updated this timeframe following feedback from our customers, so we’re sorry if you have seen the previous 14-working-day information.
We completely appreciate that waiting for a refund can be frustrating, and we’re grateful for your patience and feedback.
We’ll continue to review our processes to make the experience as smooth as possible for our customers. If you’d like us to look into the status of your individual refund, please feel free to raise a ticket with our Customer Experience team, and we’ll be happy to take a look for you.
Kind regards,
Meg
Customer Experience Agent
Great service from Anita and Sadie in Windsor
I visited the Windsor store in mid July and despite it being very crowded, was given great service by Anita and Sadie who went back and forth to the stock room without compliant looking for items in my size. I came away with lots of lovely purchases.
11 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Karen,
Thank you so much for taking the time to share your lovely feedback!
We're delighted to hear you had such a positive experience in our Windsor store, even during a busy period. Anita and Sadie will be thrilled to know their helpfulness and dedication made such a difference to your visit. We'll be sure to pass on your kind words to them.
It's wonderful to hear you found so many lovely purchases, and we hope you enjoy wearing them. We look forward to welcoming you back again soon!
Customer Care Experience Agent - Abigail
First of all it took ten days to get a…
First of all it took ten days to get a returns label, then over a month for a refund after having to ask pay pal to step in. Customer service is awful. Late response to emails when trying to get support.
Update following Jigsaw reply
Thank you for the apology however I can’t accept it as I don’t feel it’s genuine. I posted my concerns on your Facebook advert last weekend however no one reached out to me to apologise or review situation and my post was just deleted. Clearly no one was sorry or concerned then!
Going through your many negative feedback in regard to returns policy the move to your warehouse in March was cited as a reason for problems. I was told in August the same thing - this is a long time to offer this as an explanation!
Finally, many others have commented on Trustpilot with similar issues and received apologies, however the issues continue. Actions speak louder than words and actions have clearly been ineffective.
I worry that future customers will have the same anxious, unpleasant experience as I have had.
Shabby experience from what I thought was a high end company. Clearly can’t cope with customers effectively.
5 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear R Whyte,
Thank you for taking the time to share your feedback, and we're very sorry to hear about your experience.
We sincerely apologise for the delays you encountered in receiving your returns label and refund, as well as the slow responses from our Customer Care team. We completely understand how frustrating this must have been, especially when you had to involve PayPal to help resolve the matter.
This is not the level of service we aim to provide, and your comments have been shared with the relevant teams as we continue to improve our processes and response times.
Thank you again for bringing this to our attention, and we're sorry that we let you down on this occasion.
Customer Care Experience Agent - Abigail
Genuine help
The genuine help I received from Aby on the Jigsaw chat was great. I needed to return a dress bought for a special occasion which had to be cancelled because I am ill. While the chat process was lengthy the outcome was help to return the item. Thank you, Aby
4 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Mrs Lister,
Thank you for taking the time to share your experience with us! We truly appreciate it.
We are delighted to hear that our Online Customer Experience Agent, Aby, was able to provide you with the support you needed and assist with arranging your return.
While we're sorry the process took longer than expected, it's wonderful to know that the outcome met your expectations. We will be sure to pass your kind comments on to Aby, who will be delighted to know their assistance made a positive difference.
We were also very sorry to read that your special occasion had to be cancelled due to illness. We sincerely hope you are recovering well and wish you all the very best.
Thank you once again for your thoughtful feedback, and we hope to have the opportunity to welcome you back to Jigsaw in the future.
Kind regards,
Meg
Customer Experience Agent
Appalling Returns Process
I ordered a few dresses online for a wedding, didn’t receive one saying now out of stock and eventually received the other one which I returned, arrived in a million creases, a still waiting on the refund over 2 weeks later. Appalling customer service, all chatbots giving standard answers. Will never order from this company again.
4 de agosto de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Susan,
Thank you for taking the time to share your experience, and I am truly sorry to hear how disappointing this has been.
I completely understand how frustrating it must have been to order dresses for a wedding, only for one to be cancelled due to being out of stock and for the other to arrive in a condition that was not up to the standard you rightly expected. I also appreciate how concerning it is to still be waiting for your refund after more than two weeks.
I sincerely apologise for the delays and for the frustration caused by not being able to receive the support you needed through our chatbot. This is certainly not the level of service we strive to provide.
If you could reply with your order number, I will personally look into your return and refund, provide you with an update as quickly as possible, and ensure any outstanding issues are resolved.
Thank you for bringing this to our attention. We appreciate your honest feedback, and I hope we can restore some of your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
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