Jigsaw Avis 

I am extremely disappointed and frustrated with Jigsaw’s complete lack of customer service.

I have been trying to resolve TWO outstanding issues with my order and simply cannot get anyone to respond.

🔴 Missing item: I first contacted Jigsaw on 15 August because an item was missing from my order to the value of £87. I have emailed and contacted them via WhatsApp and have received no response.

🔴 Refund: I have also been waiting for a refund of returned goods to the value of £185 since 23 August, with no satisfactory update. I can see from the tracking that they have received the items back.

I have tried every customer service route available to me. The online chat does not open, emails are being ignored, WhatsApp messages are being ignored, and there is no telephone number for customers to speak to someone.

This is simply unacceptable. I should not have to resort to Trustpilot to get a retailer to respond to a customer about an item that was not delivered and money that is owed to me.

I have given Jigsaw plenty of opportunity to resolve this directly and have had no meaningful response.

Order number 1355503JIG

I am now asking someone from Jigsaw management/customer experience to contact me and resolve BOTH issues urgently.

Jigsaw — please respond and actually resolve

Update on 05 September. So I have now been notified of a refund for two items. There was a further item in the parcel which you haven’t refunded (khaki tank dress £59). You also haven’t fulfilled my order and I never received the Fallon Peony dress £87 which requires a refund. Please note, I received duplicates of the asymetric dress and I returned both in the parcel.

Overall…quite a shambles!
07 September…thanks for finally commenting Jigsaw but what about the refund for the two remaining items????? You haven’t said what you plan to do or how long it is going to take? Not really interested in apologies anymore as my patience is now exhausted.

A jumper is missing from my order and despite trying to contact customer service for help as yet, over a week , I am unable to contact them to have an update. Extremely frustrating and worrying.

Appalling Customer Service.Only received one of 2 items ordered.Returned that as poor fit.Am still waiting for refund.
Have attempted to contact Jigsaw as to the whereabouts of second order .The system is complicated and keeps asking for e mail confirmation and then not acknowledging it .

Very poor experience with Jigsaw. Ordered quite a few clothing items only to realise the company sends each product independently and usually does not fulfil them and would send a refund, which in itself is a frustrating shopping experience.

However, to make matters worse I have not received any information on two clothing items, whether it is going to be fulfilled or refunded and it has been two weeks.

At this point I just want to be refunded for those two clothing items that I have zero information about and money has been deducted.
My order numbers are
1361595JIG (brown dress)
1364953JIG (red dress)

I have sent two tickets to customer service regarding this and no response yet in two weeks. I don't know if my money is stuck with them or if they even care.
No response on WhatsApp either. Impossible to get in touch with any person, absolutely pathetic service.

Please avoid at all costs even if the product quality is decent, it is a premium priced brand with such poor customer service to a point it feels like a scam that my money is stuck with them.

And here I am again, complaining about Jigsaw. Regarding the order I reviewed less than a month ago, why has my refund been pending since 14 August?

Ordered 6 items. 4 were cancelled by Jigsaw. One parcel arrived but with only one item marked as shipped. No other parcel arrived. Tried to contact customer experience to chase missing part of order. Bot replies did not answer query. Tried emailing but no reply to query, so emailed again and got response telling me not to submit multiple enquires. No help received, no item, no refund. Unacceptable. Jigsaw used to have great customer service, now appalling. Noticed others having the same experience in reviews and instagram comments.

I have made several online orders over the last couple of months. I have returned a number of items which have been delivered back to Jigsaw, but they have not refunded me. I have had no response from them despite contacting by email, Whatsapp and their online customer service tab. I tried calling but the phone number is no longer in use. They have also failed to deliver an item but state in my order that it has been fulfilled. I have also received a notification from parcelforce that an item was delivered yesterday, but it wasn't. When I tried to track it it says that the tracking number does not correspond to my postcode. I have been a loyal customer for years, but I fear they have let me down. I suspect they are in real trouble. Buyer beware!
If Jigsaw do respond to this please don't tell me to contact you, because I already have, several times. Order numbers 1357718JIG, part missing part returned, 1358757JIG,
Unfortunately this is probably just an AI generated response with no resolution. Appalling customer service!

When did Jigsaw get rid of people in their so called customer service? What a mistake. I'm now in one of those bot loops that is so frustrating. I want to return 2 items from my recent order but their returns system tells me that those items have not been delivered and so I can't move through to the returns process. Funnily enough, they have taken the money for those items so they clearly know they have been delivered. I've had no acknowledgement of my issue and I am now well outside the 8 day window for sale returns. And i can't speak to a person! Exceedingly poor.

Wonderful friendly staff happy to advise sugggest different ways of wearing something but never pushy
Will order or try other branches if your size or colour isn’t in stock

I’m really disappointed with Jigsaw’s customer service. I placed an order on Wednesday and, several days later, it still hadn’t been dispatched. As I needed the order before going away on Tuesday, I tried repeatedly to contact Jigsaw from Friday onwards to find out what was happening.

Unfortunately, it is now impossible to speak to a human being by telephone, and the only option appears to be their online chat. Sadly, the chat service has been incredibly frustrating and, despite sending multiple messages, I have received no meaningful response or resolution.

For a brand at Jigsaw’s price point, I would expect a much higher standard of customer service. Being unable to speak to anyone and simply being left without a response is extremely disappointing.

The products may be lovely, but customer service is a huge part of the overall customer experience, and based on this experience, it really needs significant improvement.

Reply to Jigsaw response! I have emailed, WhatsApp and messaged on Friday morning, it is now 3pm on Wednesday and still no response or sign of dispatch.

£128 gift card unusable for months – Jigsaw acknowledges the problem but won't resolve it.

I have £128 held on a Jigsaw gift card which Jigsaw issued to me on 28 October 2024 following the return of order 997112JIG.

I have been trying to use this money since January 2026. The website would not accept the gift card, so I contacted Customer Experience repeatedly.

On 17 February, James, Jigsaw’s Customer Experience Manager, confirmed in writing that Jigsaw’s gift-card payment facility was unavailable. He told me that he could not convert my card to a voucher code, but promised that he would keep my ticket open and monitor the situation.

Nothing was resolved.

I chased again in March and received more automated responses, including messages attempting to close my enquiry because Jigsaw supposedly “hadn’t heard back from me”, despite my repeated emails being clearly visible in the correspondence.

It is now August and I STILL cannot use my £128.

Even more frustratingly, Jigsaw’s current Help Centre acknowledges the technical problem with online gift-card payments and now specifically says affected customers can be given a replacement code to make an online purchase. Yet nobody has provided this to me.

I have contacted Jigsaw repeatedly by email and have now tried their advertised WhatsApp Customer Experience service too, with no response. I have today submitted a formal complaint.

The gift card expires on 28 October 2026. I first reported the problem approximately nine months before its expiry, and Jigsaw has acknowledged in writing that its own technical issue prevents me using it.

I am not asking for anything unreasonable. I simply want access to the £128 Jigsaw already owes me, either through a functioning gift card or the replacement code Jigsaw’s own Help Centre says it can provide.

Existing Customer Experience tickets: 1562538 and 1571336.

I would like somebody at Jigsaw to take ownership of this and actually resolve it rather than sending another automated response or closing another unresolved ticket.

Great service from the Harrogate store. Good honest advice!

Trying to buy anything from jigsaw in the sale is a lottery, I have had 4 items refunded due to stock, only for it to be in stock again a day later. Not only that but I have had to fight to get the postage refunded as it isn't autimatic; to leave customers out of pocket for a stock issue on the side of the retailer is a poor experience. Quality and style seem to be slipping over the years, shame, it used to be a great brand with great customer service. Sadly not any more.

Staff in the store were lovely - helpful without being pushy. Lots of fashion/wear ideas for my purchases. Store very neat and well-presented.

I had the most wonderful service today from two women in the Harrogate store. I was searching for a dress for a wedding and they couldn't have been more helpful and accommodating. They both went above and beyond. One of the ladies were called Susan, such a fab lady, sadly I didn't get the other ladies name. Can't wait to return. Many Thanks

The staff at the Harrogate store are always helpful, knowledgeable and willing to indulge me in a conversation about the latest fashion trends!

This is the second time I have purchased something through Jigsaw and both times there have been issues. I appreciate that you may be having technical difficulties, but this seems to be a running theme, which has been going on for months. Please stop advertising online if you cannot follow through with the service. I have never known anything like it. I have previously put in a request for this issue and have allowed over 72 hours for a response. I have heard nothing. Please refund me for the service you have not provided. I am very sorry to say, I will never shop through the Jigsaw website again. It is an appalling service. I hope you can rectify your “technical issues” soon.

Order successfully from jigsaw on many occasions been a loyal customer for 30+ years however ordered address sometime ago and have not received any dispatch confirmation so get a little worried. Order No. 1365048JIG

My return experience has not been good. I returned the above order number on the 12 August 2026 and I am still waiting on confirmation of my refund. Jigsaw never seem to improve in any way regarding their returns.

I have bought numerous Supima white t-shirts having used Jigsaw since the late 90s. The most recent one I bought online (I always like to have a new one ready). It had a hole along the seam, noticed post first wear/wash. The experience with customer service was appalling - they do not seem to know customer rights legislation, the proposed refund was less than I paid (as the price of the top had subsequently gone down, despite my order confirmation being clear), I waited for days to get responses and it seemed they were drafted by AI as bore no resemblance in most places to the question I had asked. I dealt mainly with Rameet. The recent purchase is much worse quality than the previous Supima t-shirts. I cannot reconcile how Jigsaw can charge the full price of £35 and even the £28 I paid seems terrible value (the proposed refund is £22.40 - no explanation as to why). With so many other places being cheaper and better quality for cotton t-shirts, I am so disappointed after over 25 years of regular (and often expensive) purchases and surprised Jigsaw does not look at a customer's purchase history and if they see they have regularly bought things, try to assist them rather than hinder them when Jigsaw supplies something faulty.