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... Voir plus
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Lisez les avis des autres
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... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
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!)... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, Royaume-Uni
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
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I purchased 2 items from a store in…
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.
17 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Karen,
Thank you for your review, and I am very sorry to hear about your experience.
I completely understand your frustration. Having purchased the items in good faith and then discovering that returning them would require a three-hour round trip is understandably disappointing, particularly when you were seeking an alternative solution and felt that your requests went unanswered.
We sincerely apologise for the lack of communication you experienced. This is not the level of service we aim to provide, and we appreciate how frustrating it must have been to feel that your concerns were not being addressed.
We value your feedback and are sorry that this experience has left you with such a negative impression of Jigsaw. Please accept our apologies for the inconvenience and disappointment caused.
Abigail - Customer Experience Agent
customer service non existent awful to try and contact
Ordered three dresses they weren't suitable. sent them back over three weeks ago with royal mail tracking they received them on the 30th August 2026. still no refund. I have emailed their customer experience and used what's app still no reply. There is absolutely no way of connecting live chat as that doesn't exist.
They have over £100 of my money and i want it back.
Would i shop with Jigsaw again NO, would i recommend NO! awful company to deal with
17 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Mrs Jenkins,
Thank you for your review, and I am very sorry to hear about your experience.
I completely understand your frustration. Having returned three dresses over three weeks ago, with Royal Mail tracking confirming delivery on 30th August 2026, it is understandably concerning that you are still waiting for your refund and have been unable to obtain an update despite contacting us via email and WhatsApp.
Unfortunately, we have recently experienced technical issues which have impacted some of our return processing and customer service response times. We sincerely apologise for the delay and for the lack of communication you have received.
We appreciate that having over £100 tied up in an outstanding refund is unacceptable, and we are very sorry for the inconvenience and disappointment this has caused. Please be assured that we are working through all affected returns as quickly as possible and are prioritizing outstanding refund cases.
We regret that this experience has left you feeling unable to shop with us again and apologise that we have fallen short of the standard of service you should expect from Jigsaw.
Abigail - Customer Experience Agent
Excellent customer experience
I popped into Jigsaw in Harrogate yesterday to get a couple of things for my holiday. I cannot thank the Harrogate team enough, especially Sylvia, for the welcome and assistance in putting together a lovely capsule wardrobe of items for my trip, absolutely love everything I bought!!
15 septembre 2026
Avis spontané
Appalling
Appalling. I’ve shopped at Jigsaw for 15 years. But I won’t be ordering anything again. I was given a £15 “goodwill gesture” after previous poor service. I was told it could only be applied to full price items, which is fine. I ordered 5 items. 2 full price. 3 in the sale. The £15 was applied across all 5 items at checkout. 2 of the sale items were out of stock and couldn’t even be fulfilled. 2 items were returned - 1 of those items was returned because it was defective. I kept one full price item. But I was not refunded the price of the sale items and defective item. The proportion of the goodwill gesture applied at checkout to these items was retained by Jigsaw. So I lost the majority of the £15 goodwill gesture I accepted after previous issues because of items Jigsaw couldn’t fulfil / went out of stock or were defective. The best bit - after raising the issue multiple times I was eventually offered £15 off my next order if I order something else and spend more money. And the biggest joke - I can use the code in accordance with the terms provided- which terms say the code can be applied against full price items only! And nothing for all these issues. Appalling customer service. There’s too many other better stores to order from than to put up with this. I won’t be buying anything else.
27 août 2026
Avis spontané
Réponse de Jigsaw
Thank you for taking the time to share your feedback. I am truly sorry to hear about your experience and completely understand why you feel so disappointed.
I appreciate how frustrating it must have been to accept a goodwill gesture following previous issues, only to find that some of the items in your order could not be fulfilled and that another item you received was defective. I can understand why you would expect not to be disadvantaged as a result of circumstances that were outside of your control.
I'm also sorry that our handling of your concerns left you feeling unheard. We never want a loyal customer of 15 years to feel that their concerns have not been properly addressed, and I recognize that the resolution offered did not meet your expectations.
Thank you for outlining the details so clearly. I have shared your feedback with the relevant team for review, as we take comments like yours very seriously and use them to improve both our processes and the service we provide.
Please accept our sincere apologies for the inconvenience and frustration caused. We genuinely value your long-standing custom and are sorry that on this occasion we have let you down.
Abigail - Customer Experience
Return/Refund
Returned item on 20th Aug, Jigsaw in receipt 24th, as of today 15th Sept and despite numerous emails, still no acknowledgement of receipt and/or refund. Copious automated replies but zero assistance and don’t bother with ‘chat’ or WhatsApp, they don’t respond!!! WORST customer service ever & that’s saying something .. total disregard for customer/follow up.
24 août 2026
Avis spontané
Réponse de Jigsaw
Thank you for taking the time to leave a review. We are very sorry to hear about your experience and completely understand your frustration.
I appreciate how disappointing it is to have returned your item on 20 August, with it showing as received on 24 August, and still not have received confirmation or your refund. We also understand that receiving automated responses without a clear resolution has only added to your disappointment.
This is not the level of service we aim to provide, and we sincerely apologise for the lack of communication and the delays you have experienced. Your feedback regarding our email, chat and WhatsApp support has been noted and will be shared with the relevant teams for review.
We are sorry that we have let you down on this occasion and appreciate you bringing this to our attention.
Abigail - Customer Experience
Lovely experience at the Harrogate shop
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!) and both she and Carol were super friendly and made a stressful, rushed trip enjoyable. They were also great with my two year-old “helper” who wanted to drive his toy car around while I tried to shop. Thank you!
14 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Angela,
Thank you for taking the time to share your lovely feedback.
I am delighted to hear about your positive experience at our Harrogate store. It is wonderful to know that Inci was able to help you quickly find exactly what you needed, as well as introducing you to something special you may not otherwise have discovered.
I am also pleased to hear that both Inci and Carol made your visit enjoyable despite the time pressure, and that they helped turn what could have been a stressful shopping trip into a positive experience. It is especially lovely to hear that they made your two-year-old "helper" feel welcome too!
Thank you again for your kind words. I will ensure your feedback is shared with Inci, Carol and the Harrogate team, who I know will be delighted to receive your recognition.
Kind regards,
Abigail - Customer Experience
Wonderful service from Sylvia
Wonderful service from Sylvia, Carol and Susan in Harrogate. It is so refreshing to have a 5 star experience. Sylvia is very knowledgeable about the fabrics and tailoring of the garments. I very much appreciated that she knew and explained to me about the beautiful coat I bought. She obviously knows about textiles and tailoring, It was a pleasure to talk to her about fabrics. Carol and Susan took such good care of wrapping my coat beautifully. They were amazing. Also a glass of Prosecco was on hand. A truly elevated experience, and I have found my new favourite Store. Thank you to the Harrogate Store.
12 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Mrs Read,
Thank you so much for taking the time to share your wonderful feedback.
I am absolutely delighted to hear about your experience at our Harrogate store. Sylvia, Carol and Susan will be thrilled to know that they made such a positive impression and helped make your visit so special.
It is particularly lovely to hear your comments about Sylvia's knowledge of fabrics and tailoring. We take great pride in our craftsmanship and product expertise, and it is wonderful to know that her passion and knowledge enhanced your experience and helped you find the perfect coat.
I am also pleased that Carol and Susan took such great care in beautifully wrapping your purchase and ensuring you felt well looked after throughout your visit. The team always strive to create a welcoming and memorable shopping experience, so it is fantastic to hear that you enjoyed every aspect of your time in store, right down to the glass of Prosecco.
Thank you again for your kind words. I will ensure your feedback is shared with Sylvia, Carol and Susan, who I know will be delighted to receive such recognition.
We are honored to have become your new favorited store and look forward to welcoming you back to Harrogate again soon.
Kind regards,
Abigail - Customer Service Team Jigsaw
Charming and helpful service from the Lewes branch of Jigsaw
I visited the Lewes branch of Jigsaw on spec hoping to find a light weight long-sleeved top for a late Summer holiday.
I was warmly greeted by Rachel and her colleague who went to a great deal of trouble to find something suitable.
With their help, I went away with an unusual print long-sleeved T shirt that is perfect.
I'm delighted. Thank you.
11 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Alison,
Thank you for taking the time to share your feedback.
I am delighted to hear about the wonderful service you received at our Lewes store. Rachel and her colleague will be thrilled to know that their warm welcome and dedication in helping you find the perfect item made such a positive impression.
It is fantastic to hear that you found an unusual long-sleeved top that is perfect for your late summer holiday, and that the team took such great care in assisting you.
Thank you again for your kind words. I will ensure your feedback is shared with the Lewes team, who I know will be delighted to receive your recognition.
Kind regards,
Abigail - Customer Service Team
The never appearing order.
ordered for a cashmere sweater and a travel purse in the sale. Didn't hear anything for days. No dispatch notice or tracking.
I emailed and used the chat to enquire and the responses were generic and not specifically about my order. They also took 10 days to first respond which is too slow.
Took two weeks to find out the items were never in stock and then a refund.
Sad as I used to love Jigsaw.
22 août 2026
Avis spontané
Réponse de Jigsaw
Dear E H,
Thank you for taking the time to share your feedback.
I’m truly sorry for the experience you’ve had with this order. I completely understand how disappointing it must have been to place an order for the cashmere sweater and travel purse, only to receive no dispatch information or tracking and then have to wait two weeks to find out that the items were not actually available.
I’m also very sorry that your previous enquiries received generic responses and that it took 10 days for you to receive a response. This is certainly not the level of service we aim to provide, and I appreciate how frustrating this must have been.
We sincerely apologise that we were unable to fulfil your order and that you were left waiting for a resolution. I completely understand your disappointment, particularly as you have been a long-standing customer and have previously loved shopping with Jigsaw.
Thank you again for your honest feedback. I will make sure your comments are shared with the relevant team, as we recognise there is learning for us from your experience.
Please accept our sincere apologies once again.
Abigail - Customer Experience Team
Needed to contact customer services
Needed to contact customer services, pleased I did.. very friendly & efficient, I was extremely quickly dealt with & my query resolved. Thank you
8 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear G Rogerson,
Thank you so much for your lovely feedback!
We’re delighted to hear that you found our Customer Experience Team friendly and efficient, and that we were able to resolve your query quickly.
We really appreciate you taking the time to share your experience with us. It’s wonderful to know we could help.
Thank you again for choosing Jigsaw, and we hope to welcome you back again soon
Abigail - Customer Experience Team
Jigsaw - an Ilkley gem!
As soon as I walk through the door of Jigsaw in Ilkley, I'm always met with friendly smiles and the most lovely, helpful assistants. The range of beautiful clothing is thoughtfully designed and with or without help (I really appreciate the help) it's easy to put together stylish outfits as there's so much choice and so many pieces work well together. I'm so glad that Ilkley has a fantastic Jigsaw!
8 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Enid,
Thank you so much for your wonderful review! It’s lovely to hear how much you enjoy visiting our Ilkley store and that our team always make you feel so welcome.
We’re delighted that you enjoy our collections and find it easy to create stylish outfits with our pieces. Your kind words about our team mean so much to us, and we’ll be sure to share your feedback with them.
We’re so pleased to be an Ilkley gem for you, and we look forward to welcoming you back again soon!
Abigail - Customer Experience Team
Wrong item received, no refund given
I ordered a cardigan on 28 July. It took two weeks to arrive and was then the wrong item. I returned it and it was received by Jigsaw on 13 August. Since then I have been chasing up the refund but I have not received it, nor any response to my emails. I am a long term customer and had always found customer service to be good (although like others have had issues with sale orders being cancelled). However, this time has been very disappointing and I will think carefully before ordering again. Order number is 1345881JIG.
8 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Louise,
Thank you for taking the time to share your experience, and I’m very sorry for the delay in resolving this for you.
I completely understand your frustration. You ordered a cardigan on 28 July, waited two weeks for delivery, only to receive the incorrect item, and then returned it to us, where it was received on 13 August. I’m sorry that you have since had to chase us for your refund and have not received a response to your previous emails.
This is certainly not the level of service we expect to provide, particularly to a long-standing customer. We sincerely apologise for the inconvenience and disappointment caused.
I will look into order 1345881JIG and the status of your return and refund as a priority. We will ensure this is progressed and will update you as soon as possible.
Thank you for your patience, and again, please accept our sincere apologies for the experience you have had on this occasion. We truly value your continued custom and appreciate your honest feedback.
Abigail - Customer Experience Team
One star because of very poor customer…
One star because of very poor customer care - slow or lack of response and processing refunds.
Clothes can be overpriced but quality is very good. Trousers length appears to suit the taller ladies out there!
I am still waiting for a response on order 1348685JIG - I emailed you on 21 August.
21 août 2026
Avis spontané
Réponse de Jigsaw
Dear Shoemummy,
Thank you for taking the time to share your feedback. I’m very sorry to hear that you have been disappointed with our customer service, particularly with the delays in responding to enquiries and processing refunds.
I completely understand how frustrating it must be to have contacted us on 21 August and still be waiting for a response regarding order 1348685JIG. This is not the level of service we aim to provide, and I sincerely apologise for the delay.
I’m pleased to hear that you continue to enjoy the quality of our clothing, and we really appreciate your kind comments about our collections. I’m sorry that your recent experience has overshadowed this.
I will ensure your enquiry regarding order 1348685JIG is looked into as a priority so that we can get this resolved for you.
Thank you again for your patience and for bringing this to our attention.
Abigail - Customer Experience Team
still waiting for a refund …
I returned items which were received by Jigsaw on the 14th August. I am still waiting for the refund. very unsatisfactory!
14 août 2026
Avis spontané
Réponse de Jigsaw
Dear Polly,
We’re very sorry to hear that you’re still waiting for your refund. We completely understand how frustrating this must be, especially as your return was received by us on 14 August.
This is not the level of service we aim to provide, and we sincerely apologise for the delay. If you could please contact our Customer Experience Team with your order number, we’ll be happy to look into the status of your refund and assist you further.
Thank you for your patience and understanding.
Abigail - Customer Experience Team
What happened to customer service?
What happened to customer service? Or any form of service at all???
I ordered a coat two weeks ago. I was charged immediately at a cost of well over £200. Since then, it’s just sat, ‘unfulfilled’. I’ve now emailed 4 times. No reply, no ‘chat’ option available and not a single phone number or way or speaking to a human. For a high end, high price point company, the service is that of a Chinese scam outlet. I loved jigsaw, but am now warning people to avoid at all costs.
24 août 2026
Avis spontané
Réponse de Jigsaw
Dear Catherine,
We’re truly sorry to hear about your experience and completely understand your frustration.
Waiting two weeks for an order, particularly after payment has been taken, with no updates or response to your emails is understandably very disappointing. We also appreciate how frustrating it must have been to feel that you had no way of speaking to someone directly.
This is certainly not the level of service we want to provide, and we sincerely apologise that we have let you down on this occasion. We value your custom and are very sorry that this experience has affected your confidence in Jigsaw.
If you could please contact us with your order number, we would be happy to look into this for you and ensure your concerns are addressed.
Thank you for taking the time to share your feedback with us.
Abigail - Customer Experience Team
Basic customer skills
Generally, I am a fan of Jigsaw but my latest purchase showed a lack of basic customer skills, which was disappointing.
I ordered 2 identical pairs of linen trousers for a trip. Payment came out of my account. One pair showed up but there was no correspondence about the other pair. I contacted customer service and they said they would refund me but the refund was over £13 short. I contacted them again with evidence.
Now, mistakes happen. It’s mildly irritating but not a big deal in the scheme of things. However, after my second email, the acknowledgement that they had got it wrong ( again) was simply ‘This has now been refunded.’ No ‘sorry about that’ or ‘apologies.’ I’ve worked in enough retail outlets to know that ( if your company has made mistakes) you apologise.
7 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Unthank,
Thank you for taking the time to share your feedback. We’re very sorry for the experience you had with your recent order.
While mistakes can unfortunately happen, you are absolutely right that we should have acknowledged the error and apologised when the refund was initially incorrect. Simply confirming that the refund had been processed was not the level of care or courtesy you should have received.
We’re pleased to hear that you are generally a fan of Jigsaw, and we genuinely appreciate your continued support. Your feedback is valuable and will be shared with the team, as we recognise that how we communicate with customers is just as important as resolving the issue itself.
Please accept our sincere apologies for the lack of care shown in our response and for the inconvenience caused with your order.
Abigail - Customer Experience Team
Lovely experience
Lovely experience. Inci and Claudette were super helpful and very engaging. Great customer service. Thanks for helping with our purchases and also sharing some useful facts about Harrogate and the surrounds to aid us during our visit.
5 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear C Cook,
Thank you so much for your lovely feedback! We’re delighted to hear that Inci and Claudette provided such helpful and engaging service and helped make your visit a memorable one. We’ll be sure to share your kind comments with them.
We hope you enjoyed your time in Harrogate and look forward to welcoming you back again soon!
Abigail - Customer Experience Agent
Inci and Sue were brilliant and styled…
Inci and Sue were brilliant and styled us amazingly!
5 septembre 2026
Avis spontané
Réponse de Jigsaw
Dear Jennie,
Thank you so much for your lovely feedback! We’re delighted to hear that Inci and Sue were able to style you so brilliantly. We’ll be sure to pass on your kind words to them.
We hope you love your purchases and look forward to welcoming you back again soon!
Abigail - Customer Experience Agent
Shocking customer service- well not even customer service!
Ordered over £300 worth of goods on 18th August, with email confirmation that they were dispatched on the 19th August. To date have not received anything or had any refund.
Contracted Jigsaw on 26th to find out where my goods were, had a standard ‘holding’ reply on 27th August, messaged again on the 3rd September and still nothing.
What is going on Jigsaw, this is not acceptable!
I would certainly think twice before ordering from this company - beware!
18 août 2026
Avis spontané
Réponse de Jigsaw
Dear Claire,
We’re very sorry to hear about your experience and completely understand your frustration. This is certainly not the level of service we aim to provide, and we sincerely apologize for the lack of communication and the delay with your order.
We appreciate how disappointing it must be to have been waiting since August without receiving your goods or a clear update. Your feedback is extremely important to us, and we’re sorry we’ve let you down on this occasion.
Thank you for bringing this to our attention, and please accept our sincere apologies.
Abigail - Customer Service Experience Agent
Appalling experience with jigsaw. AVOID.
Appalling experience with jigsaw online. I’ll never buy from them again. Firstly nearly all my carefully chosen items got cancelled one by one (even though they were still for sale on the website). And then the refund took a month to come through and I wasted hours trying to get through to their hopeless customer service. The whole experience conveyed a strong sense they think customers are the problem. Jigsaw it is you that is the problem. Never again.
10 août 2026
Avis spontané
Réponse de Jigsaw
Dear Will,
We’re truly sorry for the experience you’ve had and completely understand your frustration. You should have received your order and clear communication from us much sooner, and we sincerely apologise that this wasn’t the case.
We appreciate you taking the time to share your feedback. We’re sorry we’ve let you down and will ensure your comments are shared with the relevant team.
Thank you again for your patience, and please accept our sincere apologies
Abigail - Customer Experience Agent
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