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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I purchased something on line to be picked up at my local store - a week later I have had no update on dispatch. There is no customer service telephone, and the 'customer experience' chat (which says... See more
Company replied
Visited Bristol store looking for a holiday dress. A gentleman was serving and was very helpful. Showed me several options and gave me great style ideas . He had fab product knowledge and great flair... 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
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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
971 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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terrible service
Really unhappy with recent service from Jigsaw second time they cannot deliver are over the time they claim they deliver I have to chase them up to get told "oh no sold out" , not being notified not gotten my money back without me chasing! And at same time item still online . Seriously unimpressed!
30 June 2026
Unprompted review
Reply from Jigsaw
Dear Kate,
Thank you for taking the time to share your feedback, and I am very sorry to hear about your recent experience.
I completely understand how disappointing and frustrating it must be to have this happen for a second time. I sincerely apologise that you were not proactively informed your item was unavailable and that you had to contact us to receive an update and arrange your refund. This is not the level of service we aim to provide.
Unfortunately, on rare occasions our stock availability can change before an order is fulfilled, particularly during busy periods such as our sale. However, I appreciate this does not lessen your disappointment, and we should have communicated with you more effectively throughout the process.
Thank you again for bringing this to our attention. Your feedback is invaluable as we continue to improve both our communication and our service.
Kind regards,
James
Customer Experience Manager
Great customer service at Jigsaw…
Great customer service at Jigsaw Nottingham on Saturday. Staff were so friendly. Manager was lovely. Great shopping experience.
27 June 2026
Unprompted review
Reply from Jigsaw
Hi Anita,
Thank you so much for your lovely feedback! We're delighted to hear you had such a great shopping experience at our Nottingham store. It's wonderful to know that our team made you feel so welcome and that our manager and staff provided such friendly service.
We'll be sure to pass your kind words on to the team, they'll be delighted to hear your feedback. We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Experience Agent
Anika was lovely
Anika was lovely . I visited Jigsaw on Cheshire Oaks with my daughter. I was shopping for a wedding guest outfit. Anika was great. She understood was I was looking for and suggested styles that would suit me. I also bought a dress and some jewellery, which i wore straight away. As it was the first shop I'd tried, she put the guest dress to one side for me while I shopped elsewhere. No other shop had the level of service that Anika had provided, so after several shops later, I went back to Jigsaw and bought the guest dress from Anika. Thanks for being so attentive and helpful.
26 June 2026
Unprompted review
Reply from Jigsaw
Hi Linda,
Thank you so much for taking the time to share such lovely feedback. We’re delighted to hear that Anika made your visit to Jigsaw Cheshire Oaks such a positive experience.
It’s wonderful to know she took the time to understand what you were looking for, offered thoughtful styling suggestions, and provided such attentive service throughout your visit. We’re especially pleased to hear she was able to help you find pieces you truly loved and supported you while you explored other options.
We’ll be sure to pass your kind words on to Anika and the team, they will be so pleased to hear this.
Thank you again for sharing your experience, and we hope to welcome you and your daughter back again soon.
Abigail - Customer Experience Care Agent
Ordering online -
I placed an online order and immediately went on line to change delivery store to my home address. Like within minutes. I waited half an hour on the chat line which promised a wait of 1 to 3 minutes. I was then told some items were already cancelled. I said I wasn’t confident about the order being fulfilled so cancelled the whole order. After an hour I had no order and no refund and no progress as when I would receive a refund as they have to contact the stores? Really this should be an automatic refund and then customer service can do whatever they need to do behind the scenes. This is supposed to be a reputable company. I won’t be ordering again and who knows when I’ll see my refund. What a waste of time.
The reply below doesn't even address the issues in my review and seems a standard cut and paste job to cover any eventuality. Poor customer service.
27 June 2026
Unprompted review
Reply from Jigsaw
Dear Alison,
I sincerely apologise that your original order was cancelled without any communication or explanation, and that you also experienced pricing issues when placing your order. I completely understand how frustrating this must have been, particularly when you then found it difficult to get the support you needed via live chat.
We are currently experiencing a much higher volume of enquiries due to our Summer Sale, but I appreciate this does not excuse the experience you received or the false expectations you feel were set.
We truly value your loyalty and are disappointed to hear that this experience has left you questioning whether to shop with us again.
Thank you again for your honest feedback, and I hope we have the opportunity to restore your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
Store experience at Milton Keynes is…
Store experience at Milton Keynes is amazing however dealing with customer service via Live chat which is the only form of contact available is incredibly poor. Poor experience and false promises by customer service. Original order cancelled with no contact or explanation. Issues placing the original order also due to pricing errors on the system. Doubtful that I will order from Jigsaw again due to recent experience. For price point they do not appear to want to keep repeat customers.
20 June 2026
Unprompted review
Reply from Jigsaw
Dear Rachel,
Thank you for taking the time to share your feedback. Whilst I'm delighted to hear that you had such a positive experience with our team in the Milton Keynes store, I am very sorry that your experience with our Customer Experience team did not reflect the same standard.
I sincerely apologise that your original order was cancelled without any communication or explanation, and that you also experienced pricing issues when placing your order. I completely understand how frustrating this must have been, particularly when you then found it difficult to get the support you needed via live chat.
We are currently experiencing a much higher volume of enquiries due to our Summer Sale, but I appreciate this does not excuse the experience you received or the false expectations you feel were set. Your comments regarding communication and the support provided have been noted and will be shared with the team as part of our ongoing improvements.
We truly value your loyalty and are disappointed to hear that this experience has left you questioning whether to shop with us again. I would welcome the opportunity to look into your order personally and understand what happened. If you could contact our Customer Experience team with your order number, we will investigate this as a priority.
Thank you again for your honest feedback, and I hope we have the opportunity to restore your confidence in Jigsaw.
Kind regards,
James
Customer Experience Manager
Ilkley Store
Go to the Ilkley store regularly, they are always so friendly and helpful. All the assistants and the manager Sylvia are knowledgable and kind!
26 June 2026
Unprompted review
Reply from Jigsaw
Hi Sarah,
Thank you so much for your lovely feedback! We’re delighted to hear that you enjoy visiting our Ilkley store and that the team consistently make your experience such a positive one.
It’s wonderful to know that Sylvia and the rest of the team have been friendly, helpful, and knowledgeable during your visits. We’ll be sure to share your kind words with them, they’ll be so pleased to hear this.
We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Care Experience Agent
Lovely shopping experience
The staff in the Ilkley branch cannot do enough for you they are really helpful with lots of ideas and suggestions.
I was going to an event and the staff got the dress I wanted in my size to store within 24 hours they make the shopping experience so enjoyable.
25 June 2026
Unprompted review
Reply from Jigsaw
Hi Joanna,
Thank you so much for your wonderful feedback! We’re delighted to hear that the team at our Ilkley branch made your experience such a positive one.
It’s lovely to know they were so helpful with ideas and suggestions, and that they were able to get your dress in store so quickly for your event. We’re especially pleased to hear they helped make your shopping experience so enjoyable.
We’ll be sure to share your kind words with the Ilkley team, they’ll be thrilled to hear this.
Thank you again for taking the time to share your experience, and we look forward to welcoming you back again soon for another personalised shopping experience.
Abigail - Customer Care Experience Agent
Took money, order not fulfilled, lack of communication
Ordered two dresses for next day delivery (cost £8). Could not fulfil order but they did not let me know for one week during which time I was trying to contact them. They refunded me the first dress and maintained the second dress was on its way. Then several days later refunded me the next dress because they couldn't fulfil that either. Extremely disappointing when I was hoping for a last minute dress for an event yet wasn't told they wouldn't arrive. I will say it's very hard to get a hold of anyone from Jigsaw as their phone lines don't work and their chat function doesn't work either.
25 June 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for taking the time to share your experience. I am very sorry to hear how disappointing this was, particularly as you were relying on the dresses for an important event.
Unfortunately, on this occasion we were unable to fulfil your order due to stock availability. I completely appreciate how frustrating it must have been to receive the cancellations after expecting next day delivery, and I apologise that we were not able to provide this information sooner.
I would also like to clarify that we do not currently offer telephone support as one of our customer service channels. Instead, customers can contact us via Live Chat, WhatsApp and our online contact form. I can see that you were able to connect with one of our advisors through Live Chat, who was assisting with your query, although I am sorry that the overall experience did not meet your expectations.
Your feedback regarding the communication around your order has been noted, as we know timely updates are essential, especially for time-sensitive purchases. We are continuing to review how we communicate stock issues to improve the customer experience.
Thank you again for your feedback, and please accept our sincere apologies for the disappointment caused.
Kind regards,
James
Customer Experience Manager
Lovely staff
The team in the shop are always friendly & helpful without being pushy. Enjoy shopping there x
25 June 2026
Unprompted review
Reply from Jigsaw
Hi Sarah,
Thank you so much for your lovely feedback! We’re delighted to hear that you always enjoy shopping with us and that the team are friendly and helpful while giving you space to browse.
We really appreciate you taking the time to share your experience and look forward to welcoming you back again soon.
Abigail - Customer Care Experience Agent
On line disappointment
I have been a regular store buyer of Jigsaw clothing for decades however their on line process is needs improving.
I am still waiting for a refund posted on 28-5-26.
I have had no success speaking to anyone just the doom loop of the Chatbot.
I am very disappointed.
28 May 2026
Unprompted review
Reply from Jigsaw
Dear Jenny,
I am sorry to hear that you are still waiting for your refund.
We always aim to respond to our customers as quickly as possible, with a typical response time of within 48 hours. I can see that your enquiry was received today at 9:41am, so it is still within our usual response timeframe.
That said, I appreciate that waiting for a refund can be frustrating. I can confirm that you have been refunded for your order.
Thank you for your patience, and please accept my apologies for any inconvenience caused.
Kind regards,
James
Customer Experience Manager
Great Service at Ikley Jigsaw
Sylvia & her team at Ikley couldn’t have been more helpful & gave excellent styling tips.
24 June 2026
Unprompted review
Reply from Jigsaw
Hi Jane,
Thank you so much for taking the time to leave such a lovely review. We’re delighted to hear that Sylvia and the team in Ilkley provided such a helpful and enjoyable experience, and that their styling advice made your visit even more special.
I'll be sure to share your kind words with Sylvia and the team—they'll be thrilled to know they made such a positive impression.
We look forward to welcoming you back to Jigsaw again soon.
Kind regards,
James
Customer Experience Manager
Amazing pieces and lovely customer…
Amazing pieces and lovely customer service in store
23 June 2026
Unprompted review
Reply from Jigsaw
Dear Betty,
Thank you so much for your lovely review. We’re delighted to hear you enjoyed our collection and received such great customer service during your visit.
We’d love to recognise the team who looked after you. If you have a moment, could you let us know which Jigsaw store you visited? We'd be delighted to pass on your kind words.
We hope to welcome you back again soon!
Kind regards,
James
Customer Experience Manager
Superb customer service in Ilkley store
I visited Jigsaw in Ilkley this last week and the assistants could not have been more helpful! I had seen a dress online and wanted to try it on. They gave me tips on how to wear the dress and also recommended accessories. The care and attention received was special and I will certain return. Thank you!
20 June 2026
Unprompted review
Reply from Jigsaw
Dear Abigail,
Thank you for taking the time to leave such a lovely review.
We are delighted to hear that the team in Ilkley made your visit such a positive experience. Providing personal styling advice, outfit inspiration, and helping customers find the perfect pieces is something our teams are truly passionate about.
We will be sure to share your kind feedback with the Ilkley team, who will be thrilled to hear it. We look forward to welcoming you back again soon.
James - Customer Experience Manager
James was efficient and communication…
James was efficient and communication was great.
22 June 2026
Unprompted review
Reply from Jigsaw
Dear Kate,
Thank you so much for taking the time to leave us a 5-star review.
I will make sure your kind feedback is passed on to James, who will be absolutely delighted to read your comments.
Thank you again for your support, and we look forward to welcoming you back to Jigsaw soon.
Aby - Jigsaw Customer Services
Jigsaw Ilkley … a gem of a shop
This review is specifically for Jigsaw in ILKLEY. I went in to just have a look as there is a sale on but had the best service from Sylwia and her staff. I was given excellent advice about styling, sizing and constructing an outfit with the pieces I had chosen. I ended up buying far more than I intended but am thrilled with my purchases and have the confidence to wear them. Huge thanks to the staff who run a gem of a shop in ilkley, often putting on extra events there which are always lovely to attend. ❤️
18 June 2026
Unprompted review
Reply from Jigsaw
Dear Mrs DH,
Thank you so much for your wonderful review.
I am delighted to hear about your experience at our Ilkley boutique. Sylwia and the team take great pride in providing a personalised styling experience, and it is fantastic to know that their advice on styling, sizing and outfit building helped you find pieces that you love and feel confident wearing.
It is especially lovely to hear that you enjoyed the welcoming atmosphere of the store and the events the team hosts. Your kind words will mean a great deal to Sylwia and her colleagues, and I will ensure that your feedback is shared with them.
Thank you again for your support, and we look forward to welcoming you back to Ilkley soon.
James - Customer Experience Manager
Went into The Strand store last Friday…
Went into The Strand store last Friday shopping for a work day and night outfit. Brilliant service from Scarlett - really patient and attentive and got me to try some new styles I wouldn’t have got to on my own. Really pleased with my purchases. Excellent service! Thank you
12 June 2026
Unprompted review
Reply from Jigsaw
Dear Catherine,
Thank you so much for taking the time to leave such a lovely review.
I am delighted to hear that Scarlett provided you with such excellent service during your visit to our Strand boutique. It is wonderful to know that her patience, attentiveness and styling expertise helped you find the perfect outfits for both work and evening wear.
We love hearing when our team members inspire customers to try new styles and discover pieces they may not have chosen themselves, and I am thrilled that you were so pleased with your purchases.
I will ensure that your kind comments are shared with Scarlett, who will be delighted to receive this recognition.
Thank you again for your support, and we look forward to welcoming you back to Jigsaw soon.
James - Customer Experience Manager
Bryan at the Bristol store-a great customer service experience!
Bryan at the Bristol store was very helpful, approachable and friendly and went above and beyond in helping me with my query and order both on the phone and in person. Five star customer service experience-thank you.
17 June 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you so much for taking the time to leave such a wonderful review.
I am delighted to hear about the excellent service you received from Bryan at our Bristol store.
Feedback like yours is incredibly valuable, and I will be sure to share your kind comments with Bryan and the Bristol team. I know they will be thrilled to receive such well-deserved recognition for their efforts.
Thank you again for your support and for choosing Jigsaw. We look forward to welcoming you back to Bristol soon.
James - Customer Experience Manager
The most beautiful dress ever! June 17th 2026
Tempted into the Beverley shop today by the sale but ended up with a gorgeous floaty maxi dress in a plummy colour and just in creamy tailored style cardigan to wear at my son's wedding. Sales assistant, Caroline, on her own due to unforseen staff sickness and simultaneously serving two customers at a time whilst unpacking new deliveries, was so knowledgeable of her stock and so skilled at knowing which size I needed, and how the outfit fitted and looked that I felt as if I had a personal stylist! I came out more pleased with my beautiful dress than I've ever done before. Wow! Thank you. X
16 June 2026
Unprompted review
Reply from Jigsaw
Dear Sarah,
Thank you so much for taking the time to leave such a wonderful review.
I am absolutely delighted to hear about your experience in our Beverley store and that you found the perfect outfit for your son's wedding.
Caroline will be thrilled to read your kind words. Despite the challenges of managing the store alone due to unexpected staff sickness, while serving customers and handling deliveries, she clearly demonstrated the exceptional level of service, product knowledge and styling expertise that we strive to deliver.
I will ensure that your feedback is shared with Caroline and the wider Beverley team. Recognition like this means so much to our colleagues and highlights the positive impact they have on our customers every day.
Thank you again for your lovely comments. We hope you have a wonderful time at your son's wedding, and we look forward to welcoming you back to Jigsaw again soon.
James - Customer Experience Manager
Lucky enough to pay a visit to the…
Lucky enough to pay a visit to the revamped store in high street Kensington . The wonderful team was helpful friendly and went over and beyond to make sure I was able to source the pieces I wanted and helped with styling advice and tips .The range was well represented in store and as a die hard fan I did not leave disappointed or empty handed .Thanks Bibi and team and James at HQ for a lovely experience !
12 June 2026
Unprompted review
Reply from Jigsaw
Dear Tanya,
Thank you so much for your wonderful review!
It was an absolute pleasure to read your comments and I am delighted to hear that you enjoyed your visit to our newly revamped High Street Kensington store.
Bibi and the team are incredibly passionate about delivering a memorable shopping experience for you, and I know they will be thrilled to hear how much you appreciated their help, styling advice, and dedication in sourcing the pieces you were looking for.
As one of our MOST loyal customers, your continued support means a great deal to us. We are delighted that the store lived up to your expectations and that you found such a strong representation of the collection.
It was a pleasure to be able to assist, and I am so pleased that we could contribute to such a positive experience, hope to see you for a coffee next time you visit us!
We look forward to welcoming you back again soon.
James -Customer Experience Manager
Worst customer service I have ever experienced
Worst customer service I have ever experienced.
I was sent a damaged scarf, and rather than simply replacing the faulty item and taking responsibility for their mistake, I was told I must return it so they can investigate the issue for up to 14 days before issuing a refund. Even after I sent clear photos of the big hole in the scarf.
I explained that I needed the scarf urgently for an upcoming wedding. After spending around 40 minutes on chat support, the representative named Aby finally offered to send a replacement and assured me the order would be processed that evening. However, she later retracted (!) that offer and reverted to insisting that I return the damaged scarf for investigation before any resolution could be provided.
The entire experience was frustrating, time-consuming, and completely lacking in customer care.
To respond to James's comment: They never offered to send a replacement. Their only solution was for me to return, having them investigate a clearly visible hole for 14 days, only then they could replace it. Even though I explained the urgency of my situation and even though they are in the wrong for sending me a broken item. No responsibility taken from their side. I also never heard from James, I had to contact another agent. All this over £45 scarf. The scarf is now also sold out, so not sure how they were planning on sending a replacement. They just kept feeding me lies all way through. Great job guys!
17 June 2026
Unprompted review
Reply from Jigsaw
Dear Mel,
Thank you for taking the time to share your feedback. I am very sorry to read about your experience and the frustration this situation has caused.
Having reviewed your comments, I am unclear as to why the replacement option that was discussed was not ultimately processed. This is certainly not the level of service we aim to provide, particularly when you had explained that the scarf was required urgently for an upcoming wedding.
I will be personally reviewing what happened in this case, including the advice you were given, and I will reach out to you directly once I have investigated the matter further.
In the meantime, please accept my sincere apologies for the inconvenience and disappointment caused. We appreciate you bringing this to our attention and I will do my best to resolve this for you as quickly as possible.
James -Customer Experience Manager
Hi Mel,
I can see that Emilia has been looking after your query today, and I would like to thank you for your patience while we were assisting other customers.
I do hope that this matter has now been resolved to your satisfaction. However, if you require any further support or have any additional questions, please don't hesitate to let Emilia know and we will be happy to help.
James
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