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 pa... See more
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Review summary
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Reviews shaping this summary
Very disappointing experience. Returned an item as per their returns label & post office partner receipt. 16th July last. Can't get any proper response other AI which seems to going round in a loop... See more
Company replied
I really enjoyed my experience at the Jigsaw store on George Street in Richmond. There was a great selection of dresses to choose from, and I eventually found the perfect black dress for me. The... See more
Company replied
Called in to the Harrogate store whilst on holiday here, to return an item I had purchased in another store elsewhere in the UK. When we told the ladies we were only visiting the area they couldn’t h... See more
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Company details
Written by the company
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.
Contact info
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, United Kingdom
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
3.3
Average
975 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 1 week
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If you buy online and need any help…don’t expect it
If you buy online and need any help with the order - they send a delivery note with a phone number to ring. It is answered by automation. The voice says the number is no longer in use ! You are told use their automated bot system or WhatsApp…. Both ignored by customer service as you enter a queue. You get to no 1 after waiting hours. They then drop you. You go back to the end of the queue. If it’s real?
I paid express delivery of £8. They only sent half the order. Still to receive the second half. No point as I paid to get next day - to wear the items.
10 April 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your feedback. We’re really sorry to hear about your recent experience, particularly the difficulty you faced when trying to contact us and the delay with your order.
We understand how frustrating this must have been especially after paying for express delivery and not receiving your full order in time. That’s certainly not the level of service we aim to provide.
At the moment, we are experiencing a high volume of enquiries, and while we are doing our best to respond as quickly as possible, we recognise that this has impacted our response times and overall service. We also appreciate you highlighting the issue with the phone number on the delivery note, as well as your experience with our chat and WhatsApp services. Your feedback is important, and we will take this on board as we work to improve our systems and communication.
If you would be happy to update your review with your order number, this would allow us to look into your case in more detail and assist you further as quickly as possible.
In the meantime, we would really like to resolve this for you. Alternatively, you’re very welcome to reply directly with your order details so we can investigate the missing items and review the delivery charge for you.
Thank you for your patience, and again, we’re very sorry for the inconvenience caused.
Aby - Jigsaw Customer Care Team
Thank you Stratford on Avon.…
I had excellent help & a very pleasant time earlier in the Stratford on Avon store in Bridge St. Lara was so helpful & didn’t make me feel embarrassed because I am elderly. She is a credit to your brand. Also, the manager, Sarah went out of her way to try to find the Jeans in a different colour. Lara has such a positive attitude, she is excellent. They both went to trouble to find what I was looking for. More staff like them on your shop floors.
I don’t rate your AI at all, zero. Just kept telling me they didn’t understand what I was saying! Dreadful service.
I hope you pass my compliments onto about the excellent service today in Stratford on Avon.
Sue Jones.
9 April 2026
Unprompted review
Reply from Jigsaw
Hi Sue,
Thank you so much for taking the time to share your experience with us – it truly means a lot.
I’m absolutely delighted to hear about the wonderful service you received in our Stratford-upon-Avon store. Lara and Sarah will be so pleased to hear your kind words. It’s fantastic to know they made you feel comfortable and supported, and went the extra mile to help you find what you were looking for. I will make sure your feedback is shared with both of them and their wider team – they are a real credit to Jigsaw.
I’m very sorry to hear about your experience with our AI assistant. Your feedback has been fully taken on board, and we are continuously reviewing how this service works to ensure it better supports our customers. The AI is designed to help with simple queries, but I completely understand how frustrating it can be if it doesn’t recognise what you need.
If you ever need assistance in future, I would recommend contacting us via WhatsApp, where you will be connected directly with a member of our Customer Experience team rather than our digital assistant. We’re always here to help and will ensure you receive the support you need.
Thank you again for your kind feedback – it really does make a difference.
James - Customer Experience Manager
Returns process is not acceptable
I bought a pair of boots from Jigsaw online on 7 March 2026. I returned the boots via Royal Mail on 16 March and received an email from Reveni to let me know that the return was delivered to Jigsaw on 18 March. Today it is the 7 April and I have still not received a refund. I posted returns to Reiss, Sezane and John Lewis on the same day. Sezane refunded me the day after postage, John Lewis refunded me two days later and Reiss refunded me on the 26 March. Why is the Jigsaw returns process so inefficient? It must be a deliberate choice on their part to keep shoppers waiting as long as possible for a refund. Unfortunately it leaves a very bad impression and I will not shop with Jigsaw again.
EDITED TO ADD: Today it is the 13 April and I have still not received a refund. It is nearly 4 weeks and, taking into account the Easter bank holidays, it is the 16th working day since the item was returned to Jigsaw. Under UK law, online retailers must issue refunds within 14 days of receiving returned goods. I will now progress to a letter before action and the small claims court, which is a lot of effort and very time consuming. I would not recommend buyers to shop online with Jigsaw.
7 April 2026
Unprompted review
Reply from Jigsaw
Dear Anna,
Thank you for taking the time to share your experience, and we’re very sorry to hear about the delay in receiving your refund.
We completely understand how frustrating this must feel, especially given how quickly you’ve experienced refunds with other retailers. This is certainly not the experience we want for our customers, and we appreciate you bringing it to our attention.
As part of some recent changes, we’ve moved over to a new warehouse system. While this is a positive step for us long-term, it has unfortunately caused some temporary delays in processing returns and issuing refunds. We’re working hard to get everything running smoothly again as quickly as possible.
We would really like to resolve this for you. If you’re happy to update your review with your order number, we’ll be able to locate your return straight away and assist you further without delay. Alternatively, you’re very welcome to reply with your order number and we’ll look into this for you as a priority.
Thank you again for your patience and understanding, and we’re very sorry for the inconvenience caused.
Aby - Jigsaw Customer Agent
I popped into the Cheltenham store…..great service. Very happy.
I popped into the Cheltenham store looking for a top to go with a particular pair of jeans. I wanted something a bit glitzy as I sing on stage so wanted something that would look good under lights. It happened to be a styling day ... glad I went in. The staff were great and really supported me to find the right item..they encouraged me to try items I would never have considered but they looked great. Decided on a lovely gold jersey top which looks amazing! I'll be back....great service and really pleasant staff...
26 March 2026
Unprompted review
Reply from Jigsaw
Dear Caroline,
Thank you so much for your lovely review!
We’re so pleased you popped into our Cheltenham boutique at just the right time, how perfect that it was a styling day! It’s wonderful to hear that the team supported you in finding something that feels just right for performing, and even encouraged you to try something new.
We’ll be sure to pass your kind comments on to the team, they’ll be delighted. We look forward to welcoming you back again soon.
Olivia - Customer Experience Agent
Cheltenham jigsaw is my go to for every…
Cheltenham jigsaw is my go to for every payday. LA is the best. She is always amazing and although I end up spending lots I am always so happy with my purchase. Claire also helped me as well today and as usual received a 5 star service. Best jigsaw in the UK
4 April 2026
Unprompted review
Reply from Jigsaw
Dear Claire,
Thank you so much for your wonderful review.
We’re delighted to hear that you consistently have such a positive experience with our Cheltenham boutique. LA and Claire will be thrilled to hear your kind words.
We’re so pleased you’re always happy with your purchases, and we truly appreciate your continued support. We can’t wait to welcome you back again soon!
Olivia - Customer Experience Agent
A special shopping experience
I visited the Guildford store on Good Friday - looking for a wedding outfit for my sister's wedding next month.
Much to my surprise and delight, I won the golden egg prize of £250 to spend in store and so got the outfit I chose - which I love - for free.
This sort of thing never usually happens to me and I had to pinch myself to understand what the member of staff was telling me.
A big thank you both to her and the manager for their kindness and attentiveness which made the experience even more special.
3 April 2026
Unprompted review
Reply from Jigsaw
Dear Alison,
Thank you so much for your lovely review!
We’re absolutely delighted to hear about your experience in our Guildford boutique. It’s wonderful to know you found an outfit you love for such an important occasion, and even better that our team helped make the moment feel memorable.
We’ll be sure to pass on your kind words to the team and the manager—they’ll be thrilled to hear how much their kindness and attentiveness meant to you.
Wishing you a fantastic time at your sister’s wedding.
Olivia - Customer Experience Agent
Do Jigsaw look at these reviews and learn anything?
Again do the managers of Jigsaw ever stop and read these reviews and respond to try and improve the returns process ? Love their clothes, love the staff in the shops but loathe their slow refund process and the AI robot customer service response!!! Take a look at the efficient and seamless approach companies like Zara have when issuing refunds fast and responsive! Come on Jigsaw executives pull your finger out and tackle the elephant in the room ! Read the reviews you are losing customers which is tragic for such a good quality clothing brand!!!!
4 April 2026
Unprompted review
Reply from Jigsaw
Dear Maura,
Thank you for taking the time to share your feedback.
We’re so pleased to hear how much you love our clothing and in-store teams, but we’re genuinely sorry for the frustration you’ve experienced with our refund process and customer service responses. We completely understand how important a quick and seamless refund experience is.
We want to reassure you that your feedback has been heard. We’ve recently moved to a new warehouse, and while this has caused some delays in the short term, it’s a key step in improving our overall returns and refund processing times. We’re actively working to make this faster and more efficient, and you should start to see improvements very soon.
We’re also continuing to review how we support our customers, including the balance between automated and human responses, to ensure you feel properly heard and supported.
Thank you again for your honest feedback.
Olivia - Customer Experience Agent
I’ve shopped at Jigsaw for years for a…
I’ve shopped at Jigsaw for years for a few reasons, quality, style and outstanding service. My trip to the Cheltenham store today proved a tremendous success, dresses, trousers and tops, I never fail to find something I love! The service today from LA and Claire in the Cheltenham stow was outstanding, I can’t recommend them highly enough.
3 April 2026
Unprompted review
Reply from Jigsaw
Dear Michelle,
Thank you so much for your wonderful review and for being a loyal Jigsaw customer over the years.
We’re absolutely delighted to hear that your recent visit to our Cheltenham boutique was such a success and that you found pieces you love.
It’s especially lovely to hear your kind words about the team. We’ll be sure to pass on your feedback to them and the store team, as they’ll be thrilled to know they made such a positive impact on your visit.
We truly appreciate your recommendation and look forward to welcoming you back again soon.
Olivia - Customer Experience Agent
Great customer service
I accidentally returned an item to Jigsaw that wasn’t theirs, but their team went above and beyond to help me track it down and send it back to me at no cost. On top of that, they kindly extended the return window for the item I had mistakenly sent to the wrong retailer.
A special thanks to James, who was incredibly helpful throughout the process. Really impressed with the level of service. Thank you!
1 April 2026
Unprompted review
Reply from Jigsaw
Thank you for taking the time to share your experience with us.
We’re so pleased to hear that our team was able to support you in resolving the return mix-up.
A special thank you for mentioning James — we’ll be sure to pass on your kind words, he’ll be delighted to hear the impact he made.
We really appreciate your feedback and are so glad we could help.
Olivia - Customer Experience Agent
Despite a very annoying experience…
Despite a very annoying experience ordering a jumper from Jigsaw, the customer experience team did a great job refunding me the difference from the sale price to the price I was charged so it all ended up ok
2 April 2026
Unprompted review
Reply from Jigsaw
Thank you for taking the time to share your feedback.
We are sorry to hear that your experience ordering with us wasn't a great one, this is certainly not the standard we aim to provide.
We truly appreciate your kind words about our customer experience team, and we're so pleased they were able to resolve this for you and ensure a positive outcome.
Your feedback is invaluable and helps us to continue to improve. Thank you again for your review.
Olivia - Customer Experience Agent
Took forever to reimburse me
Took forever to reimburse me , charged 20 £ to return a sleeveless top from France ! Wasn't clear such a large fee would be charged for a refund . Top was very disappointing , costing 110£ Purchased better for 26E in Monoprix .
2 April 2026
Unprompted review
Reply from Jigsaw
Hi there,
Thank you for your feedback and I’m really sorry to hear you were disappointed with your purchase.
I’d just like to clarify that we do offer free returns on all orders, including international returns via our returns portal.
Once your return is registered, a pre-paid label is provided, so there should be no charge to send your item back.
You can access the international returns portal here:
https://returns.global-e.com
We’re sorry to hear you were charged £20 in this instance, as this isn’t in line with our returns process. It may be that the return was sent outside of our portal, which can result in postage costs being applied directly by the carrier.
I’m also very sorry to hear that your refund took longer than expected.
We aim to process refunds within 14 working days from the date the return is received, and I apologise if this timeframe was not met on this occasion.
Once again, I sincerely apologise for this experience and any frustration caused.
Kind regards,
Meg - Customer Experience Agent
AVOID AVOID AVOID
I’ve never experienced anything like the awful service I received with Jigsaw. They took my money and failed to provide 3 of the 4 items. I only discovered the issue when I called 9 days after ordering. What would have happened if I hadn’t? Awful systems!
Ordered 4 jumpers on Sunday 22nd March. To be fair they notified me by email on Monday 23rd saying one jumper would be refunded. One of the other jumpers arrived Wednesday 25th March. It was far too small so I returned it and awaited the remaining two. Nothing. I called Tuesday 31st to be told the order had been cancelled. No further explanation. They said they’d now arrange the refund which I’m waiting for. Why was this not done as soon as they realised they couldn’t fulfil the order?! They were happy to just keep my money. Really dodgy! Will never buy from them again and suggest you avoid them.
31 March 2026
Unprompted review
Reply from Jigsaw
Dear Zoe,
Thank you for your review, and I’m sorry to hear about the frustration you’ve experienced with your recent order.
I completely understand your concerns, particularly around the delay in communication and the cancellation of your items. I sincerely apologise that you weren't informed sooner.
We always make every effort to fulfil all orders, checking across our warehouse and boutiques, but occasionally items can become out of stock or on hold during the ordering process, which can unfortunately result in cancellations.
I can confirm that any cancelled items will be fully refunded, including shipping costs where applicable.
Refunds are typically processed within 24–48 hours of the cancellation being confirmed, and you will receive an email notification once this has been actioned.
Once again, I sincerely apologise for the delays and the experience you’ve had.
Your feedback is important and will help us improve our processes to avoid this happening in the future.
Kind regards,
Meg - Customer Experience Agent
Happy shopping !
Aside from great clothing ranges, customer service team is exceptionally helpful & effective . Great experience all round . Thank you
28 March 2026
Unprompted review
Reply from Jigsaw
Dear Isabelle,
Thank you for your wonderful review!
We are thrilled to hear that you are satisfied with our current collection and the assistance you received from our customer experience team.
We look forward to seeing you again soon.
Olivia- Customer Experience Agent
Useless gift card
I received a gift card with a large balance as a Christmas present. It is unusable. I have tried multiple times to apply it to online purchases with no success. You can't use them at the local store because its inside a John Lewis branch. Total waste of money.
28 March 2026
Unprompted review
Reply from Jigsaw
Dear Rachel,
Thank you for taking the time to share your feedback, We’re very sorry to hear about your experience.
We’re aware of a technical issue affecting gift cards, and our relevant team is working hard to resolve this as quickly as possible. We completely appreciate how frustrating it is not being able to use your balance as expected.
We sincerely apologise for the inconvenience caused and thank you for your patience while we work to fix this.
Olivia- Customer Experience Agent
I ordered the LIGHT blue suprema tshirt…
I ordered the LIGHT blue suprema tshirt 3 times in 3 weeks and each time the dark blue arrived. The shop staff have been wonderful, trying to sort it out and contacting customer services, but nothing can be done! IMPOSSIBLE TO SPEAK TO CUSTOMER SERVICES MYSELF. I have sent an email via website and waiting for call back. Nothing as yet. I'm so disappointed with Jigsaw customer services. I can't believe after 3 attempts to buy the light blue tshirt and the shop actually informing customer services, the same dark one has arrived today!!! One star as the shop staff are wonderful. I also paid for next day delivery. Please refund me the £8;postage.
27 March 2026
Unprompted review
Reply from Jigsaw
Dear Karen,
Thank you for taking the time to leave your feedback. We’re very sorry to hear about your experience and can absolutely appreciate how frustrating this must have been, particularly after several attempts to receive the correct item.
We’re pleased to hear our store team have been helpful, but we sincerely apologise that this issue has not been resolved for you sooner and for the inconvenience caused by receiving the incorrect colour repeatedly.
We have located your previous chat, and one of our Customer Experience team members will be in touch with you shortly to assist further and ensure this is resolved properly, including reviewing your delivery charge.
We’re very sorry again for the inconvenience caused and appreciate your patience while we put this right.
Olivia- Customer Experience Agent
Appalling.
Like other customers I placed an order only to receive an email stating as I had cancelled the order or because they were unable to fulfil it they would be issuing a refund. No apology whatsoever. They took payment immediately but I waited over a week for a refund.
There is no contact number for customer service to speak to a human, as a previous customer with dyslexia states on this site this contravenes disability laws. The reply to them from Jigsaw doesn’t even acknowledge this, they just state they have a 24/7 robot service - which is rubbish. I have not received any reply to email. The whole setup is both appalling and questionable.
26 March 2026
Unprompted review
Reply from Jigsaw
Dear Carolyn,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this must have been.
We sincerely apologise for the lack of communication regarding your order and for the delay in receiving your refund. This is not the level of service we aim to provide, and we appreciate you bringing it to our attention.
To clarify, while we do offer an automated assistant for quick queries, we also have live customer service agents available via chat 7 days a week between 11am–4pm, who are there to provide direct support. We’re sorry if this wasn’t clear or accessible at the time you needed help.
Thank you again for your feedback.
Olivia- Customer Experience Agent
Truly awful experience
Truly awful experience. I placed an order and waited three weeks, only to receive an email stating they were unable to fulfil it and would be issuing a refund. No apology whatsoever.
During those three weeks, Jigsaw held onto my money while making no attempt to source or send the item — essentially benefiting financially from funds they had no intention of honouring. That alone feels deeply questionable as a business practice.
To make matters worse, my second email to customer service received no reply at all.
For a brand that positions itself at the premium end of the market, this level of service is completely unacceptable. I won’t be shopping with them again.
20 February 2026
Unprompted review
Reply from Jigsaw
Hello there,
Thank you for taking the time to share your feedback.
I completely understand how frustrating and disappointing it must have been to wait several weeks for your order, only to then be informed that it could not be fulfilled.
I sincerely apologise that this was not communicated more clearly or handled with the level of care you would expect from us.
We always aim to fulfil every order placed; however, in some cases, stock availability can change during processing as we source items across both our warehouse and boutiques. That said, I fully appreciate that this does not excuse the delay you experienced or the lack of communication, particularly regarding your follow-up enquiry, which should have been responded to promptly.
Please be assured that once an order is cancelled, a full refund — including any shipping costs — is processed as quickly as possible, and you will receive confirmation once this has been completed.
Your feedback is incredibly important to us, and we are very sorry that on this occasion we did not meet the standards we set ourselves as a brand.
Kind regards,
Meg
Customer Experience Agent
Shambolic
Yet again I have not received goods from Jigsaw. Ordered a jumper on the 7 th March, it’s now the 21st. This is not the first time.
Also when trying to get a refund, it took 8 weeks with my last purchase as it got ‘lost’ in the system.
Jigsaw will state that they have a new warehouse and use that excuse. This is shambolic.
It seems they borrow your money and take ages to return it. They must be in absolute dire straits.
21 March 2026
Unprompted review
Reply from Jigsaw
Hello there,
Thank you for taking the time to share your feedback - I’m really sorry to hear about your experience.
This is certainly not the standard of service we aim to provide, and I completely understand how frustrating delays with both delivery and refunds can be. We appreciate that this isn’t the first time you’ve experienced issues, which makes this even more disappointing.
While we have experienced some disruption recently, we know that doesn’t make the experience any less frustrating, and we’re working hard to improve both our delivery times and refund processing.
We’d really like to look into this for you and get it resolved as quickly as possible. Please could you reach out to our Customer Experience team via Live Chat or through our website with your order details, and we’ll prioritise this for you.
Thank you again for your feedback — it’s incredibly important in helping us improve.
Kind regards,
Meg
Customer Experience Agent
As a dyslexic customer I am horrified…
As a dyslexic customer I am horrified this company do not support the 2010 equality act by having a route to SPEAK to customer service…it is a strategy that obstructs customer complaints… Live Chat (available 7 days a week), as well as WhatsApp and Instagram are not supporting customers who needs to SPEAK…and emails not responded to…isn’t supporting all customers…
20 March 2026
Unprompted review
Reply from Jigsaw
Hello there,
Thank you for taking the time to share your feedback - I’m really sorry to hear how this experience has felt for you.
We genuinely want to make it as easy as possible for all of our customers to get in touch, and I’m sorry if this hasn’t been your experience.
We do offer several ways to reach our Customer Experience team, including Live Chat (available 7 days a week), as well as WhatsApp and Instagram. You can also submit a request through our website, and we’ll come back to you as quickly as we can.
Your feedback is really important to us, and we’ll be sure to take this on board as we continue to improve our accessibility and support.
Kind regards,
Meg - Customer Experience Agent
Two items ordered, only one delivered, no customer support
-I ordered two items on 11/3/2026
-Received notification that item 1 was shipped on 11/3, item 2 on 12/3
-Item 1 subsequently delivered on 13/3, with a Yodel tracking number
-Since then, absolutely no update on item 2. No Yodel notification, no further updates
-Have tried numerous times to chase the status of my item: a) No response, at all, from Jigsaw WhatsApp account (following an incoherent automated message sent by the company) b) no response from Jigsaw ChatBot (where I was notified that I would be contacted within 48 hours) c) automated follow-ups after completing online form
-As of 19/3, still completely unaware where my second item is, whether it will be delivered or even was shipped and what to do (should I go to my local Jigsaw store and actually speak to someone there? or request chargeback via Credit Card)
Wish I had read all these reviews first, clearly ordering online from Jigsaw is a shambles and there simply is no customer service or support!
11 March 2026
Unprompted review
Reply from Jigsaw
Hi there,
We’re really sorry to hear about your experience and completely understand how frustrating it must be to have one item arrive while the other seems to have no updates.
We are currently experiencing a particularly busy period, and alongside a recent warehouse move, this has unfortunately impacted both our dispatch times and our response times across customer service channels. We’re very sorry that this has left you without clear information on your second item.
Please be assured that we’d like to get this resolved for you as quickly as possible. If you can reach out to us again via direct message or email with your order number, we will prioritise your query and provide a clear update on your second item, including tracking details or next steps.
Thank you for your patience and for taking the time to share your feedback.
Olivia- Customer Experience Agent
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