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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Les gens ont aussi consulté
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 août 2026
Avis spontané
Réponse 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 août 2026
Avis spontané
Réponse 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
Outstanding customer service at Jigsaw Kingston
Had a lovely shopping experience at the Jigsaw shop in Kingston, London, where I bought two suits. The customer service was excellent. Melany was incredibly helpful, attentive and made the whole visit really enjoyable. Great selection too. Highly recommend!
28 juillet 2026
Avis spontané
Réponse de Jigsaw
Hi Monica,
Thank you so much for your wonderful review! We're delighted to hear you had such a lovely shopping experience at our Kingston store and found the perfect two suits.
We'll be sure to pass your kind words on to Melany, who will be thrilled to know her helpful and attentive service made your visit so enjoyable. Your recommendation means a great deal to us, and we look forward to welcoming you back again soon.
Customer Experience Agent - Abigail
Aby from the Customer Service Team…
Aby from the Customer Service Team pulled out all the stops for me but unfortunately I had been passed from agent to agent by this point, waiting 48 hours for replies by email to not be able to process the refund still. I only wanted a refund for a pair of earrings and unfortunately it took me days to be able to process it as the online refund portal kept blocking the product. I understand that online returns are great but a phone line in addition, where you can speak to a customer service agent would be preferable. Aby was exceptional though - four stars to Aby but two stars for your overall Jigsaw refund process unfortunately.
1 août 2026
Avis spontané
Réponse de Jigsaw
Dear Valued Customer,
Thank you for taking the time to leave your review.
I'm very sorry to hear about the difficulties you experienced when trying to process a return.
We are very pleased to hear that Aby from our online team was able to support you, and I'll be sure to pass your kind comments on to her. She will really appreciate your feedback.
We are also grateful for your comments about our returns process and the lack of a phone support option. Customer feedback like yours is invaluable, and we'll ensure it's shared with the relevant teams as we continue to improve our customer experience journey.
Thank you again for your honest feedback, and we hope we'll have the opportunity to provide you with a much smoother experience in the future.
Kind regards,
Meg - Customer Experience Agent
Marlborough is a lovely shop with very…
Marlborough is a lovely shop with very helpful staff. They helped me find extra items that complemented what I’d selected. Great styles.
30 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Jane,
Thank you very much for your wonderful review!
I am delighted to hear that you had such a positive experience in our Marlborough boutique. It's great to know the team were able to help you find pieces that complemented your selection, and that you enjoyed our latest styles.
I'll be sure to share your kind feedback with the Marlborough team, they'll be thrilled to hear it. I have also requested additional information if there is anybody from the team that you want to mention specifically.
We look forward to welcoming you back again soon!
Kind regrds,
Meg - Customer Experience Agent
Absolutely amazing service from Carol
Absolutely amazing service from Carol
And Heidi ,
Couldn’t do enough for us and such lovely ladies
We Will be back
30 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Sarah,
Thank you very much for your wonderful review.
We're delighted to hear that Carol and Heidi provided you with such amazing service. It's lovely to know they made your visit enjoyable and we'll be sure to pass on your kind words.
If you would be happy to let us know which Jigsaw boutique you visited, we'd love to ensure that Carol and Heidi, along with their store team, receive the recognition they deserve.
I have requested additional information if you wish to share this.
We look forward to welcoming you back again soon!
Kind regards,
Meg - Customer Experience Agent
I shopped at the Harrogate store and…
I shopped at the Harrogate store and was served by a lovely lady called Sylvia,she was the most pleasant assistant I've come across in a long time. Infact all the team who I spoke to instore that day were an absolute delight! Nothing was too much trouble for them. They also gave me great advice on putting an outfit together.
27 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Liz,
Thank you very much for taking the time to leave your lovely review.
We're absolutely delighted to hear about your experience at our Harrogate boutique!
It's wonderful to know that Sylvia, along with the rest of the team, made your visit so enjoyable and took the time to help you find the perfect outfit. Providing thoughtful, personal service is something we pride ourselves on, so it's fantastic to hear that this was reflected in your visit.
I'll make sure your kind words are shared with Sylvia and the Harrogate team – they'll be delighted to know they made such a positive impression.
We truly appreciate your support and look forward to welcoming you back to Jigsaw again soon. ✨
Kind regards,
Meg - Customer Experience Agent
Every time I shop in Jigsaw
Every time I shop in Jigsaw, Louise has been exceptionally helpful, goes out of her way to accommodate my needs, nothing is too much trouble. I would highly recommend this store and the wonderful customer service.
28 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Miss Hankinson,
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Louise has always provided you with such exceptional service. It means a great deal to know that she has gone above and beyond to make each of your visits a positive experience!
If you wouldn't mind, could you let us know which Jigsaw boutique you visited? We'd love to ensure Louise and the rest of the team receive the recognition they deserve for your kind feedback.
I have requested additional information if you wish to share this.
We truly appreciate your recommendation and look forward to welcoming you back again soon.
Kind regards,
Meg - Customer Experience Agent
No refund received
Recently placed an order, it shipped really fast but looked very poor compared to the photos online so I returned the item. Have not received the €131 back and contacting the customer service is useless because you only get automated replies telling you about the 14 days waiting period. The 14 days have passed, but there is no way to get more information, they don’t seem to have any people working there.
—Edit: problem is fixed!
28 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Ananda,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and sincerely apologise for the delay in receiving your refund.
We understand how frustrating this must be, especially when you've been unable to get the update you were looking for. During our recent warehouse relocation and sale period, we experienced higher-than-usual volumes, which unfortunately led to delays in some refunds and longer response times from our Customer Experience team.
We'd really like the opportunity to look into this for you and ensure your refund is resolved as quickly as possible. Please reply to your existing email or contact us with your order number, and we'll investigate this for you.
We appreciate your patience and hope we can restore your confidence in shopping with Jigsaw.
Kind regards,
Meg
Customer Experience Agent
Visited Harrogate store and had a…
Visited Harrogate store and had a lovely experience with the manager Sylwia…. Such a fabulous lady , so helpful with sizing and styling tips for some new season zebra wrap trousers.
Definitely recommend visiting this store.
22 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Pamela,
Thank you so much for taking the time to leave such a wonderful review.
We're delighted to hear that you had such a lovely experience in our Harrogate store. Sylwia will be thrilled to know that her styling advice and support in finding the perfect fit for your new-season Zebra Wrap Trousers made such a positive impression.
Thank you for recommending our Harrogate store. We hope you enjoy wearing your new trousers, and we look forward to welcoming you back again soon.
Warm regards,
James
Customer Experience Manager
Jigsaw
Excellent customer service
Excellent! I went to the Oxford branch of Jigsaw. How lovely to go to a shop and get great customer service. Amy and Dy were helpful and warm, without being pushy. They made helpful suggestions and helped me get the right fit. I will definitely go back.
26 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Kate,
Thank you so much for taking the time to share your wonderful feedback.
We’re delighted to hear that you had such a positive experience in our Oxford store. Amy and Dy will be thrilled to know that their warm, attentive service made your visit so enjoyable.
Your kind words mean a great deal to the team, and we're especially pleased to hear that you'll be returning. We look forward to welcoming you back to Oxford again soon.
Warm regards,
James
Customer Experience Manager
Jigsaw
Great service at Jigsaw Beverley Store
Great service at Jigsaw Beverley Store
I was trying to obtain a linen Jacket in the sale. A staff member (Carrie) worked hard to get the Jacket in my size for me. Unfortunately it was not available but I would like to say a big thank you for her efforts.
13 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Trish,
Thank you for taking the time to share your experience with us.
We're delighted to hear about the excellent service you received from Carrie at our Beverley store. Although we were disappointed that we couldn't source the linen jacket in your size, it's wonderful to know that Carrie's dedication and determination to help left such a positive impression.
I will be sure to share your feedback with her and the wider Beverley team—they will be delighted to receive it.
Thank you once again for your lovely review. We hope to welcome you back to Jigsaw soon, and hopefully next time we'll be able to find exactly what you're looking for.
Warm regards,
James
Customer Experience Manager
Jigsaw
Another great experience in Jigsaw…
Another great experience in Jigsaw Milton Keynes. Looking for some holiday clothes & could’ve easily made a mistake but thanks to Carolyn’s honesty and advice, I tried something different that she’d suggested & I bought a dress that I feel more comfortable in and will wear loads. I always shop in the MK shop because they give you time and make shopping a lovely experience. You don’t get that kind of service when the brand is in a department store. They’re a great team, thanks again Carolyn.
25 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Erika,
Thank you so much for taking the time to share your wonderful feedback.
We’re absolutely delighted to hear about another great experience in our Milton Keynes store. Carolyn will be thrilled to know that her honest advice and thoughtful styling recommendations helped you find a dress that you feel comfortable and confident wearing.
Creating an enjoyable and relaxed shopping experience is something the whole team takes great pride in, and your kind words are a fantastic recognition of their hard work and dedication.
Thank you once again for your lovely review and your continued loyalty to Jigsaw. We look forward to welcoming you back to the Milton Keynes store again soon.
Warm regards,
James
Customer Experience Manager
Jigsaw
Silk blouse received stained/crumpled - no total refund offered - beware!
I purchased a silk blouse online in the sale. It arrived badly packaged and crumpled. When I started to iron the front I discovered that it had stains on it and also on the sleeves. I had taken the ticket off before ironing but did not throw it away. I complained straightaway to Jigsaw and they have taken 5 weeks to come up with a reply, having said they lost the correspondence which fortunately I kept (!) and are only offering me a voucher not a refund for what was faulty goods!! They haven't even seen the shirt, only asked me to send photos, which I did. I have bought many items from Jigsaw and had things bought for me at Jigsaw so this is VERY disappointing and UNSATISFACTORY.
25 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Barbara,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you are disappointed with your experience.
Meg has been looking after your case and has carefully reviewed the photographs you provided. Based on the images received, we have been unable to identify a manufacturing fault with the blouse.
We do appreciate that you contacted us as soon as you noticed your concerns. However, as the tags had already been removed before the issue was reported, we are unfortunately unable to accept the item back for a full refund under our returns policy. Had the tags remained attached, we would have been able to arrange for the blouse to be returned for inspection and, if appropriate, process a full refund.
We appreciate that this is not the outcome you were hoping for, which is why we have offered a goodwill voucher as a gesture of goodwill. While we understand this may not fully meet your expectations, it reflects the information available to us following our assessment.
We sincerely apologise for the delay in resolving your case and for the frustration this has caused. We value your loyalty to Jigsaw and are sorry that this experience has not reflected the high standards we aim to provide.
Kind regards,
James
Customer Experience Manager
I bought Linen Drawstring Maxi Skirt
I bought Linen Drawstring Maxi Skirt, Green, and I love love love it
19 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Iris,
Thank you so much for taking the time to share your lovely feedback.
We're absolutely delighted to hear that you're loving your Linen Drawstring Maxi Skirt in Green!
Thank you again for your kind words, and we look forward to welcoming you back soon.
Warm regards,
James
Customer Experience Manager
Jigsaw
I love shopping at the Ilkley store
I love shopping at the Ilkley store. When I'm lacking inspiration and want something that I will love for years I go. The team are so helpful and patient helping me find the right combination for a well put together outfit.
24 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Catherine,
Thank you so much for your wonderful review.
We're delighted to hear that you enjoy shopping at our Ilkley store and that it's your go-to destination when you're looking for timeless pieces you'll love for years to come.
Thank you once again for your continued support of Jigsaw. We look forward to welcoming you back to the Ilkley store very soon.
Warm regards,
James
Customer Experience Manager
Jigsaw
What has happened to Jigsaw online?
What has happened to Jigsaw online?? Truly appauling service. I have been a jigsaw customer for 30 plus years. For some reason their online service is now shocking. My last few orders have been incomplete and I have been fully charged for items not received. Returned tracked items have not been acknowleged or refunded. In all instances, I have had to call Edinburghs shop to sort it out because the only way to get in touch with online is via a useless AI chatbot. They don’t reply to emails and they don’t reply to Whatsapp. Many thanks to June and her team in Edinburgh for sorting out the messes made by online. What a shame online services are ruining the reputation of Jigsaw. Sort it out!
23 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Julie,
Thank you for taking the time to share your feedback, and I am truly sorry to hear about your recent experiences.
As a loyal Jigsaw customer of over 30 years, it is particularly disappointing to read that we have let you down. During our busiest periods, stock availability can change very quickly, and on occasion items can unfortunately become unavailable after an order has been placed. However, I completely appreciate that this, along with the delays you experienced with your return and the difficulty contacting our Customer Experience team, has been incredibly frustrating.
I'm also sorry that our digital contact channels did not provide the support you expected. We know how important it is to be able to speak with someone when you need help, and I appreciate your honest feedback.
I would like to extend my thanks to June and the team at our Edinburgh store for stepping in to assist you. I'll be sure to pass on your kind words to them.
If you still need any support with your orders or returns, I would be more than happy to help personally. If you reply with your order details, I can arrange a call with you and ensure everything is resolved as quickly as possible.
Thank you again for your continued loyalty and for taking the time to let us know where we've fallen short. Feedback like yours helps us improve, and I hope we have the opportunity to restore your confidence in Jigsaw.
Warm regards,
James
Customer Experience Manager
Jigsaw
Jigsaw Richmond 👌🏻
Hi,I bought a nice short and a shirt from jigsaw Richmond and Elena was so helpful in finding me the right size..
thank you for this experience. I’m grateful.
22 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Berfu,
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 Richmond store and that Elena was able to help you find the perfect sizes. I'll be sure to pass your kind words on to her, they'll mean a great deal.
We hope you enjoy your new shirt and shorts, and we look forward to welcoming you back to Jigsaw again soon.
Customer Experience Agent - Abigail
Faulty trousers
Faulty trousers - it’s so difficult to speak to a human; I went through a chat bot, then got an agent, then had to send images, then was asked to return the item wait for a refund before re-ordering the same item again. They would not send an exchange meaning my anxiety was the item in question could’ve sold out by the time I got a refund. I was then promised an immediate pick up (the following day) and told a time slot would be provided. I was then told that once the parcel had been collected, I would receive an immediate refund. I was given a time slot just before midday (meaning I’d waited in the house all morning) with the two hour period between 1pm - 3pm I short, I waited in all day and no one arrived with no communication to boot. The responses since then have been terrible. You have to go through the chat bot yet again, then wait 48 hours for someone to get back. The quality of jigsaw clothing has diminished over the years, the quality of customer services is even worse. I’ve took another day off work to wait for a collection for this parcel. My new item has arrived and I’m still over £100 out of pocket. Jigsaw is not the company it used to be.
16 juillet 2026
Avis spontané
Réponse de Jigsaw
Dear Angela,
Thank you for taking the time to share your feedback, and we're very sorry to hear about your experience.
Firstly, we'd like to sincerely apologise that Yodel did not collect your parcel as arranged. We completely understand how frustrating it is to take time out of your day to wait for a collection that never happens, particularly after already going through several steps to resolve the issue.
We're also sorry that you found it difficult to get in touch with us. While we offer a number of contact channels, you can also reply directly to your existing support email using your open query number. This will ensure your message goes straight to the team already handling your case, which is often the quickest way for us to respond and provide updates.
If you're happy to do so, could you please provide your order number? I'll personally review your case and make sure you're updated as soon as possible. We appreciate that you're currently out of pocket and want to do everything we can to bring this matter to a prompt resolution.
Thank you again for bringing this to our attention, and we hope to have the opportunity to restore your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
UPDATE:
I have spoken to the Agent that has been looking after you, and they will make contact with you again. As soon as we have the item or see that its on its way, of course we will issue you the refund as agreed.
Above & Beyond
I came into the shop on Saturday & was greeted by the vivacious Bryan.
He not only made me feel very welcome, but went above & beyond to assist me with my purchase.
I had an amazing experience & will be returning when I’m next in Bristol.
18 juillet 2026
Avis spontané
Réponse de Jigsaw
Hi Sharon,
Thank you so much for your wonderful review! We're delighted to hear that Bryan made you feel so welcome and went above and beyond to help with your purchase. We'll be sure to pass along your kind words, they'll mean a lot to him.
We're thrilled you had such an amazing experience, and we can't wait to welcome you back the next time you're in Bristol. Safe travels, and see you again soon!
Customer Service Experience Agent - Abigail
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