I visited Jigsaw at Hightstreet Kensington on Thursday 24th September. I went to several shop in the area. Your staff at jigsaw were the only people to greet me with a smile, kindness and professiona... 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
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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
Customer service in the Harrogate store was great. I bought double the number of items I had intended to purchase. Carol has great knowledge of stock and a good eye as to what may suit me. Nina was a... 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
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Where's my refund?
I returned an order which was received by Jigsaw on 14 May 2026. The email received told me my refund was pending,,,, 36 business days later I am still awaiting that refund. Trying to contact the company is an exercise in frustration as there are no functional telephones and the on line bot just goes round in circles. How on earth does a company get away with cutting out all human contact which leads to non operational 'customer service'. I shall never deal with this company again.
14 de mayo de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Margaret,
We are truly sorry to hear about your experience and sincerely apologise for the delay in processing your refund, as well as the frustration you experienced trying to get in touch with us. This is not the level of service we strive to provide, and we completely understand why you feel so disappointed.
Unfortunately, your previous support tickets were closed in error by our AI support agent, which meant your request was not progressed as it should have been. We are genuinely sorry that this happened. Your case has now been escalated to our Returns Team and is being handled as a priority.
I've also emailed you directly with an update and to confirm the steps we're taking to resolve this for you.
Thank you for taking the time to share your feedback. We sincerely apologise for letting you down and appreciate your patience while we work to put things right.
Emilia - Customer Experience Agent
Bought a few dresses online for various…
Bought a few dresses online for various occasions over the summer. There has been a bit of back and forth swopping sizes etc and one was slightly torn. The whatsapp message system has worked in the past but this time no response - however I spoke to Emilia on the online chat and she sorted the whole thing out in about 10 minutes. I'm a longterm customer - their clothes are not for everyone but they are a go-to brand for me
6 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Charlotte,
Thank you so much for taking the time to share your experience and for being such a loyal customer. We're delighted to hear that Emilia was able to resolve everything for you quickly and as smooth as possible. We'll be sure to pass your kind words on to her.
We're sorry to hear that you didn't receive a response through WhatsApp on this occasion, and we appreciate you bringing this to our attention. Your feedback helps us improve the service we provide.
Thank you again for your continued support. We hope you love your new dresses, and we look forward to welcoming you back again soon.
Abigail - Customer Experience Agent
Always a lovely experience shopping…
Always a lovely experience shopping here. The staff are genuinely thrilled if they can match you up with something. The quality and tailoring of the clothes is great.
4 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Karen,
Thank you for your lovely review! We're delighted to hear you enjoy shopping with us.
It's wonderful to know our team has made such a positive impression, and we're so pleased you appreciate the quality and tailoring of our clothing. We look forward to welcoming you back again soon!
Emilia - Customer Experience Agent
Do not buy Jigsaw gift cards
Do not buy Jigsaw gift cards. I was given a generous gift card by my son for £250. When I tried to use the gift card to buy a skirt online for £80 I was advised by the chat service that in order to use the gift card I must contact customer experience & get a code. Contacting & getting help from the customer experience “service” is ridiculous. They warn you of a possible 72 hour response time but my response came after 5 days & that wasn’t a helpful response. If you use the gift card to buy online you cannot use it again in a store and you lose the balance of the payment against the value of the card. Surely this is fraudulent? I don’t want to tell my son that his generous gift has been so so awful. You can only draw the conclusion that Jigsaw are on the verge of going bust.
4 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Margaret
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the delay in responding during what has been an exceptionally busy period. We always aim to reply as quickly as possible, and we're sorry that on this occasion we fell short of the level of service you expected.
We're also very sorry to hear about your experience using your gift card. We completely understand how frustrating this must have been, particularly as it was such a thoughtful gift from your son.
We appreciate that our current gift card process can be confusing, especially where part balances and using cards across different channels are concerned. Your comments have been shared with the relevant teams as we continue to review ways to improve the customer experience.
We would very much like the opportunity to look into your individual case and help resolve this for you. If you haven't already, please contact our Customer Experience team with your gift card details and we'll do everything we can to assist.
Thank you again for bringing this to our attention, and we hope to have the opportunity to restore your confidence in Jigsaw.
James - Jigsaw Customer Experience
Received a fantastic service from James…
Received a fantastic service from James today 03/07/26 who took the time and care to look into my order issue and process a refund. Looking forward to shopping with Jigsaw again.
3 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Sue,
Thank you for your lovely review! We're so pleased to hear that James was able to resolve your order issue and provide such fantastic service.
We'll be sure to pass your kind words on to him. We look forward to welcoming you back to Jigsaw again soon!
Emilia - Customer Experience Agent
Team Ilkley
Called into Ilkley store, the team were absolutely fantastic, friendly and welcoming
Really helpful with outfit selection and styling advice, very knowledgeable regarding the product
A very positive experience and excellent customer service
Thank you
3 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Sheila,
Thank you for your wonderful review! We're so pleased to hear you had such a positive experience in our Ilkley store.
It's great to know the team made you feel welcome and that their styling advice and product knowledge were so helpful. We'll be sure to pass your kind words on to the team, and we look forward to welcoming you back soon!
Emilia - Customer Experience Agent
Ordered online on afternoon on Monday
Ordered online on afternoon on Monday - paid £8 for next day delivery as going on holiday on Friday. Only half the order arrived (today is Thursday) and still no tracking number for the top to match the skirt. You go round in circles with their crappy AI agent - which they might as well switch off as it's hopeless and just generates way too much more admin than the company can actually handle. When you do submit a request through the agent - they don't reply within the time frame. So then you submit an email and it then puts it on you then on the auto reply and says if you submit more than 1 request you go back in the queue. I'd give them 5 stars for a system that really, really pisses people off - never known anything like it. It's a shame as they were so helpful in the York store just didn't have my size skirt - so ordered online. Which I will NEVER be doing again as an absolute nightmare and it's put me off their brand entirely. God knows when the 'next day delivery' item will arrive
29 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Sarah,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience, especially as you paid for next day delivery ahead of your holiday and only received part of your order. We completely understand how disappointing and frustrating this must have been.
We're also sorry to hear that our virtual assistant and support process added to your frustration rather than helping to resolve the issue. We appreciate your honest comments, as feedback like this helps us identify where we need to improve.
It's particularly disappointing to hear that your positive experience with our York store wasn't reflected in your online shopping experience. That's not the standard we aim to provide.
Please contact us on the online chat or via email enquiries@jigsaw-uk.co.uk and one of our team will assist you further.
Raphaella - Customer Experience Agent
Rebecca of Edinburgh store has been…
Rebecca of Edinburgh store has been absolutely brilliant. So helpful and so professional.
1 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Betty,
Thank you so much for your lovely feedback! We're delighted to hear that Rebecca at our Edinburgh store was so helpful and professional. We'll be sure to pass your kind words on to her, they'll mean a lot. We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Experience Agent
Great service yesterday from Kate and…
Great service yesterday from Kathleen and Sasha from the Belfast store their product knowledge is second to none, great styling advice and customer service given, would also like to mention Jill who served me on the 26th June again first class service, always a great pleasure to shop here, thanks Donna
30 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Donna,
Thank you so much for your wonderful feedback! We're delighted to hear that Kathleen, Sasha, and Jill provided you with such exceptional service during your visits to our Belfast store. It's fantastic to know their product knowledge, styling advice, and customer service made such a positive impression.
We'll be sure to pass your kind words on to all three of them, they'll be delighted to hear your feedback. Thank you for taking the time to share your experience, and we look forward to welcoming you back to the Belfast store again soon!
Abigail - Customer Experience Agent
I am responding to the Jigsaw reply in…
I am responding to the Jigsaw reply in my previous review, which gives me no answers, and no one has managed to update me on my order. I tried the chat system again today, and despite the answer below stating that people are busy, I received a message AGAIN saying that the system was closed (Wednesday 10am) with no other means of contacting someone. WHERE IS MY ORDER???
1 de julio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Jennifer,
We are so sorry that we have let you down. We completely understand how upsetting and frustrating it must be to be left without any answers about your order, especially after making repeated attempts to contact us. This is simply not the experience we ever want our customers to have, and we sincerely apologise that we have not been able to resolve this for you.
We are truly sorry for the worry, inconvenience, and disappointment this has caused. You should have received clear communication and the support you needed, and we regret that we have fallen short on this occasion.
We'd also like to reassure you that we do have live agents who are always happy to help. We're very sorry that this wasn't your experience when you tried to contact us, and we appreciate how disappointing that must have been.
We know the details matter, and we’re always working to make sure everything feels considered and runs smoothly from your side.
Abigail - Customer Service Experience
Very disappointing quality
Very disappointing quality — would not recommend
I bought a cardigan at full price and wore it outside just once. After that single wear, both sleeves developed multiple snag marks, and the fabric texture became rough, almost as if it had already been washed several times.
I contacted customer service through the website’s contact form to report the issue, but no one ever got back to me. Because I’d already worn the cardigan once and the fabric showed visible wear, I was no longer qualified for a standard return.
For £99, I expected much better quality. Honestly, the fabric isn’t even as durable as a £29 piece from Zara — at least with Zara, you’d need to actually wash the item before it loses its shape or starts looking worn.
This was my first purchase from this brand, and unfortunately it will be my last.
26 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Jessica,
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and that your first purchase with us has been so disappointing.
We completely understand how frustrating it must have been to experience a quality issue after just one wear, particularly when you had every reason to expect more from a full-price item. We're also very sorry to hear that you didn't receive a response after contacting us. This is not the standard of quality or customer service we strive to provide, and we sincerely apologise for letting you down.
Please know that we do have live agents who are always happy to help, and we're sorry that this wasn't your experience on this occasion.
Please accept our sincerest apologies.
Abigail - Customer Care Experience Agent
terrible service
Really unhappy with recent service from Jigsaw second time they cannot deliver are over the time they claim they deliver I have to chase them up to get told "oh no sold out" , not being notified not gotten my money back without me chasing! And at same time item still online . Seriously unimpressed!
30 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Kate,
Thank you for taking the time to share your feedback, and I am very sorry to hear about your recent experience.
I completely understand how disappointing and frustrating it must be to have this happen for a second time. I sincerely apologise that you were not proactively informed your item was unavailable and that you had to contact us to receive an update and arrange your refund. This is not the level of service we aim to provide.
Unfortunately, on rare occasions our stock availability can change before an order is fulfilled, particularly during busy periods such as our sale. However, I appreciate this does not lessen your disappointment, and we should have communicated with you more effectively throughout the process.
Thank you again for bringing this to our attention. Your feedback is invaluable as we continue to improve both our communication and our service.
Kind regards,
James
Customer Experience Manager
Great customer service at Jigsaw…
Great customer service at Jigsaw Nottingham on Saturday. Staff were so friendly. Manager was lovely. Great shopping experience.
27 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Anita,
Thank you so much for your lovely feedback! We're delighted to hear you had such a great shopping experience at our Nottingham store. It's wonderful to know that our team made you feel so welcome and that our manager and staff provided such friendly service.
We'll be sure to pass your kind words on to the team, they'll be delighted to hear your feedback. We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Experience Agent
Anika was lovely
Anika was lovely . I visited Jigsaw on Cheshire Oaks with my daughter. I was shopping for a wedding guest outfit. Anika was great. She understood was I was looking for and suggested styles that would suit me. I also bought a dress and some jewellery, which i wore straight away. As it was the first shop I'd tried, she put the guest dress to one side for me while I shopped elsewhere. No other shop had the level of service that Anika had provided, so after several shops later, I went back to Jigsaw and bought the guest dress from Anika. Thanks for being so attentive and helpful.
26 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Linda,
Thank you so much for taking the time to share such lovely feedback. We’re delighted to hear that Anika made your visit to Jigsaw Cheshire Oaks such a positive experience.
It’s wonderful to know she took the time to understand what you were looking for, offered thoughtful styling suggestions, and provided such attentive service throughout your visit. We’re especially pleased to hear she was able to help you find pieces you truly loved and supported you while you explored other options.
We’ll be sure to pass your kind words on to Anika and the team, they will be so pleased to hear this.
Thank you again for sharing your experience, and we hope to welcome you and your daughter back again soon.
Abigail - Customer Experience Care Agent
Ordering online -
I placed an online order and immediately went on line to change delivery store to my home address. Like within minutes. I waited half an hour on the chat line which promised a wait of 1 to 3 minutes. I was then told some items were already cancelled. I said I wasn’t confident about the order being fulfilled so cancelled the whole order. After an hour I had no order and no refund and no progress as when I would receive a refund as they have to contact the stores? Really this should be an automatic refund and then customer service can do whatever they need to do behind the scenes. This is supposed to be a reputable company. I won’t be ordering again and who knows when I’ll see my refund. What a waste of time.
The reply below doesn't even address the issues in my review and seems a standard cut and paste job to cover any eventuality. Poor customer service.
27 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Alison,
I sincerely apologise that your original order was cancelled without any communication or explanation, and that you also experienced pricing issues when placing your order. I completely understand how frustrating this must have been, particularly when you then found it difficult to get the support you needed via live chat.
We are currently experiencing a much higher volume of enquiries due to our Summer Sale, but I appreciate this does not excuse the experience you received or the false expectations you feel were set.
We truly value your loyalty and are disappointed to hear that this experience has left you questioning whether to shop with us again.
Thank you again for your honest feedback, and I hope we have the opportunity to restore your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
Store experience at Milton Keynes is…
Store experience at Milton Keynes is amazing however dealing with customer service via Live chat which is the only form of contact available is incredibly poor. Poor experience and false promises by customer service. Original order cancelled with no contact or explanation. Issues placing the original order also due to pricing errors on the system. Doubtful that I will order from Jigsaw again due to recent experience. For price point they do not appear to want to keep repeat customers.
20 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Rachel,
Thank you for taking the time to share your feedback. Whilst I'm delighted to hear that you had such a positive experience with our team in the Milton Keynes store, I am very sorry that your experience with our Customer Experience team did not reflect the same standard.
I sincerely apologise that your original order was cancelled without any communication or explanation, and that you also experienced pricing issues when placing your order. I completely understand how frustrating this must have been, particularly when you then found it difficult to get the support you needed via live chat.
We are currently experiencing a much higher volume of enquiries due to our Summer Sale, but I appreciate this does not excuse the experience you received or the false expectations you feel were set. Your comments regarding communication and the support provided have been noted and will be shared with the team as part of our ongoing improvements.
We truly value your loyalty and are disappointed to hear that this experience has left you questioning whether to shop with us again. I would welcome the opportunity to look into your order personally and understand what happened. If you could contact our Customer Experience team with your order number, we will investigate this as a priority.
Thank you again for your honest feedback, and I hope we have the opportunity to restore your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
Ilkley Store
Go to the Ilkley store regularly, they are always so friendly and helpful. All the assistants and the manager Sylvia are knowledgable and kind!
26 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Sarah,
Thank you so much for your lovely feedback! We’re delighted to hear that you enjoy visiting our Ilkley store and that the team consistently make your experience such a positive one.
It’s wonderful to know that Sylvia and the rest of the team have been friendly, helpful, and knowledgeable during your visits. We’ll be sure to share your kind words with them, they’ll be so pleased to hear this.
We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Care Experience Agent
Lovely shopping experience
The staff in the Ilkley branch cannot do enough for you they are really helpful with lots of ideas and suggestions.
I was going to an event and the staff got the dress I wanted in my size to store within 24 hours they make the shopping experience so enjoyable.
25 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Joanna,
Thank you so much for your wonderful feedback! We’re delighted to hear that the team at our Ilkley branch made your experience such a positive one.
It’s lovely to know they were so helpful with ideas and suggestions, and that they were able to get your dress in store so quickly for your event. We’re especially pleased to hear they helped make your shopping experience so enjoyable.
We’ll be sure to share your kind words with the Ilkley team, they’ll be thrilled to hear this.
Thank you again for taking the time to share your experience, and we look forward to welcoming you back again soon for another personalised shopping experience.
Abigail - Customer Care Experience Agent
Took money, order not fulfilled, lack of communication
Ordered two dresses for next day delivery (cost £8). Could not fulfil order but they did not let me know for one week during which time I was trying to contact them. They refunded me the first dress and maintained the second dress was on its way. Then several days later refunded me the next dress because they couldn't fulfil that either. Extremely disappointing when I was hoping for a last minute dress for an event yet wasn't told they wouldn't arrive. I will say it's very hard to get a hold of anyone from Jigsaw as their phone lines don't work and their chat function doesn't work either.
25 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Dear Customer,
Thank you for taking the time to share your experience. I am very sorry to hear how disappointing this was, particularly as you were relying on the dresses for an important event.
Unfortunately, on this occasion we were unable to fulfil your order due to stock availability. I completely appreciate how frustrating it must have been to receive the cancellations after expecting next day delivery, and I apologise that we were not able to provide this information sooner.
I would also like to clarify that we do not currently offer telephone support as one of our customer service channels. Instead, customers can contact us via Live Chat, WhatsApp and our online contact form. I can see that you were able to connect with one of our advisors through Live Chat, who was assisting with your query, although I am sorry that the overall experience did not meet your expectations.
Your feedback regarding the communication around your order has been noted, as we know timely updates are essential, especially for time-sensitive purchases. We are continuing to review how we communicate stock issues to improve the customer experience.
Thank you again for your feedback, and please accept our sincere apologies for the disappointment caused.
Kind regards,
James
Customer Experience Manager
Lovely staff
The team in the shop are always friendly & helpful without being pushy. Enjoy shopping there x
25 de junio de 2026
Opinión espontánea
Respuesta de Jigsaw
Hi Sarah,
Thank you so much for your lovely feedback! We’re delighted to hear that you always enjoy shopping with us and that the team are friendly and helpful while giving you space to browse.
We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Care Experience Agent
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