Jigsaw Avis 

Don't buy from this company, they don't care about their customers and the customer services is absolutely shocking . I bought a jumper last November, when l visited York for my husband birthday, l wore the jumper on Christmas Eve, 🎄 out with my family and half of the feathers 🪶 on the jumper fell out and people were picking the feathers up off the floor and laughing 😃 l sent emails to there company and l got no where absolutely no refund.. l would never spend another penny on this company, l have all the emails and photos of the jumper.

Ordered on 8th August, didn’t receive any confirmation of the order (odd), but did then receive a dispatch notification on the 10th, for part of the order. 3/9 items turned up. On the 17th I queried where the other items were. After some lengthy back and forth in which I was asked whether the package had any writing on (?!) and repeatedly had to chase for an update to progress a refund, I was told on the 3rd September I could have a replacement or a refund. After confirming, again, that I wanted a refund, and chasing another time, I was told on 9th September I would receive a refund. I chased again on 22nd and 24th September as I still had not received my refund. On the 25th a different customer service representative sent me a message saying they can’t provide a refund as inpost are saying it was successfully delivered, and suggesting I start a claim back through my credit card. They also shared an image that was not of my front door, too small a parcel for the items ordered, and also something they’d not shown me before. In all, I have sent 16 emails, two WhatsApps and physically gone to a store to ask, chasing up this one order, and now a further two asking for details I’ll need (which should have been in an original order confirmation email) to manage the repayment myself through my credit card. Something is going seriously wrong here. I will not be ordering again, and I feel sorry for all the people who work in this company having to deal with so many disgruntled customers because something is so wrong with these processes.

Fantastic service at Jigsaw Nottingham

I had such a lovely experience at the Nottingham Jigsaw branch. Natasha and Marie were absolutely fantastic — so friendly, welcoming and genuinely helpful. They took the time to help me find exactly what I was looking for and gave great advice without ever being pushy.

The whole experience was relaxed and personal, and their customer service really stood out. It’s so refreshing to have such lovely, knowledgeable staff who clearly care about their customers.

I’ll definitely be returning. Thank you, Natasha and Marie, for making my shopping experience so enjoyable! ❤️

I ordered a dress 3 weeks ago the dress belt was missing i contacted customer service straight away no reply I have waited 3 weeks 1370541JIG i have been a customer for years and am now wary about ordering anything again, what has happened to customer service it's like it does not exist, You simply cannot get any contact.

Carol at Harrogate store was very professional and helpful

Absolutely unacceptable service from Jigsaw.

It has now been TWO WEEKS since I placed my order for several jumpers for delivery to store, and I am still waiting for the items to arrive.

What makes this even worse is the complete lack of communication. My original order has now apparently been split into multiple orders, yet I have received no meaningful explanation, no proper update and, remarkably, not even an apology. I have also emailed Jigsaw and received no reply whatsoever.

I previously contacted the store myself because nobody from Jigsaw had bothered to update me. I was told that the items were being sourced from other stores and that staff may simply not have had time to process the order. Two weeks later, the situation is still unresolved.

For a supposedly premium British retailer, particularly one charging around £150 for a jumper, this level of fulfilment and customer service is frankly appalling. Customers paying premium prices should not have to chase a company repeatedly simply to find out what has happened to their order.

The comparison with other retailers is embarrassing for Jigsaw. I have genuinely had orders from Temu, shipped through an international supply chain, arrive faster and with better tracking and communication than an order from Jigsaw being sent to one of its own UK stores. When Temu can provide a more efficient delivery experience than a supposedly premium British fashion brand, something has gone very seriously wrong.

Two weeks without delivery. An order split into multiple shipments. No meaningful updates. No apology. An email ignored. And the customer left to do all the chasing.

This is not the level of service anyone should accept, let alone from a brand operating at this price point. The entire experience has been extraordinarily poor and reflects terribly on Jigsaw’s order fulfilment and customer service.

Unacceptable, deeply disappointing and, for a company positioning itself as a premium retailer, frankly shameful.

I ordered some trousers back at the beginning on September. I still haven’t received any dispatch / shipping confirmation beyond the initial order confirmation. I’ve reached out to customer service but no reply. It’s been 3 weeks. I had specifically ordered these for a holiday which has been and gone!!

Have still received no update on missing order 1366034JIG despite being told 9 days ago in previous review that it was being looked into. I appreciate the customer service team are clearly rushed off their feet and this is not their fault but this level of customer service isn’t acceptable

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 stressful situation - you made it very easy. Thank you.

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 specified. Was thrown over fence in pouring rain.

No response from customer service about any of the above. What is going on? Will steer clear for now.

Order no: 1369130JIG

I’ve brought a lot from jigsaw in the past with no problems eo

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 week ago. Still no response. I’m going to contact my credit card company to intervene to retrieve my money. I suggest others waiting for refunds do the same!!

I returned a dress-no acknowledgement & no refund
Terrible service

Awful customer service! Jigsaw, you should be ashamed!
I’ve been waiting for a refund now for weeks. I’ve always been a loyal customer and have shopped online as Jigsaw sadly closed in Newcastle a number of years ago now. I’ve sent emails asking where my refund is and have just had a generic reply saying customer services are busy and they’ll get back to me!!! Still waiting… if this is your level of customer service, I’m afraid your business will go under! No care or attention and cannot compete with other reputable clothes shops where customer service is exemplary. I’ll not be ordering online again. So disappointing Jigsaw. Hope my money is refunded soon!
1356643JIG

ABSOLUTELY OUTRAGEOUS GOT CHARGED £115 and WAS TOLD ONLY ORDERED 2BLACK VESTS,DISGUSTING CUSTOMER CARE DONT REPLY.
ORDER NUMBER 1375603JIG
I WANT MY REFUND ISSUED AS I NEED TO PURCHASE ANOTHER VEST OR BETTER STILL SEND IT OUT TO ME,BUT AS CUSTOMER CARE DONT REPLY I MAY HAVE TO GO THROUGH BANK OUTRAGEOUSLY TERRIBLE FIRST EXPERIENCE WITH THIS COMPANY!

It’s been impossible to get through to customer service, which seems to be non-existent. There’s no phone number or live chat, and I haven’t received any response to my emails or WhatsApp messages.
I’ve been trying to contact them for the past couple of days and the lack of communication is extremely frustrating. I would really appreciate it if someone could get back to me as soon as possible.

Oder No1368585JIG
I ordered 4 dresses on 30th August 2026.
On 3rd September only 3 items arrived. Eventually after several emailed Jigsaw confirmed that the missing item was out of stock. I received the refund on 10th September!
I returned two items from the same order on 3rd September, however as of 17th September I still haven't received my refund of £137.60, despite emails from Jigsaw that the return was delivered on 5th September.
Appalling customer service, unable to speak to anyone. Whatsapp messages not acknowledged, even though read. Emails take days to be responded to.
I certainly will not be shopping online with Jigsaw again.

Five star service from Mel. She couldn’t have been more helpful. Thank you so much

Genuinely helpful, courteous and friendly. The lady went out of her way to help with suggestions and explaining stock options. She even put a bottle of mini cold drink in with the shopping ehich was so random and lovely. Nice store, friendly and excellent service.

I will keep making reviews until somebody contacts me to tell me what’s happening with my refund!??? Order 1369358JIG
It’s really unfair that you don’t process orders as promised and even worse that you don’t communicate with your customers.
I would never buy online again from you afraid. Shocking

I purchased 2 items from a store in London. I wanted to return 1 of the items. The only way to do this is by visiting a store which would mean a 3hr round trip. When I asked for an alternative solution I was met with radio silence! In all honesty this is the worst customer service I have ever received.
The items will be returned and I will never use this store online or otherwise again.