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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Needed a dress for a wedding but feeling very insecure about my choices! It was also very hot. Chantal in the Bellevue Road shop was so helpful to me, picking out options, talking me through sizes, he... See more
Company replied
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
944 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
Kingston Branch Excellent Customer Service
The Kingston branch assistants always go above & beyond. Extremely helpful & take time to make sure what you are buying is right for you. Always makes shopping there enjoyable - shout out in particular to Yani & Jenny.
17 June 2026
Unprompted review
Reply from Jigsaw
Dear Petra,
Thank you so much for your wonderful review.
I am delighted to hear that the team at our Kingston store consistently provides such exceptional service and makes your shopping experience so enjoyable.
Your special mention of Yani and Jenny is particularly appreciated. They will be thrilled to hear that their care, expertise and dedication have made such a positive impression.
I will ensure that your kind comments are shared with Yani, Jenny and the wider Kingston team.
Thank you again for your continued support, and we look forward to welcoming you back to the store soon.
James -Customer Experience Manager
Lovely quality
Lovely quality, friendly and helpful staff in the Bristol branch!
17 June 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your lovely review.
I am delighted to hear that you enjoyed the quality of our products and received such friendly and helpful service from the team in our Bristol store. I will be sure to share your kind feedback with them.
We look forward to welcoming you back again soon.
James, Customer Experience Manager
Fantastic service from Bryan
16 June 2026
Unprompted review
Reply from Jigsaw
Dear Lori,
Thank you for your 5-star review.
I am delighted to hear that you received fantastic service from Bryan. I will be sure to share your kind feedback with him, and I know he will be thrilled to receive your recognition.
We look forward to welcoming you back again soon.
James - Customer Experience Manager
Excellent Customer Service in Bristol Store
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 on styling with accessories. I am really pleased with my purchases. Thank you for all your help. Would definitely recommended for fantastic help and styling.
19 May 2026
Unprompted review
Reply from Jigsaw
Dear Debbie,
Thank you so much for taking the time to leave such a wonderful review.
We are delighted to hear that you enjoyed your visit to our Bristol store and that our team member was able to help you find the perfect holiday dress. Providing expert styling advice, product knowledge and a personal shopping experience is something we are very passionate about, so it is fantastic to hear that this made such a positive difference to your visit.
I will ensure your kind comments are shared with the Bristol team, who will be thrilled to know that their support, styling ideas and accessory recommendations helped make your shopping experience so enjoyable.
Thank you once again for your recommendation. We hope you love wearing your new purchases and look forward to welcoming you back to Jigsaw soon.
James - Customer Experience Manager
The speed with which refunds are…
The speed with which refunds are processed is a disgrace. Still waiting 16 business days after the return was delivered back to them. By contrast Toast process refunds within a day.
16 June 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for getting in touch, and I am sorry to learn that you are still waiting for your refund.
To allow me to investigate this for you, please send me your order number. Once I have this information, I will review the status of your return and work with our warehouse team to ensure any outstanding refund is resolved as quickly as possible.
Refunds are currently being processed within 3 working days of receipt at our warehouse, the delay could be due to loss.
I apologise for any inconvenience caused and look forward to assisting you further.
James - Customer Experience Manager
Process for returns ABSOLUTELY unacceptable
I like Jigsaw clothing but have never used the online service. The returns process is absolutely appalling. I wish I had looked on Trustpilot before making a purchase. Returned an item and WEEKS later STILL waiting for a refund. The company gets terrible reviews for returns - and rightly so. I will never shop here again and urge others to consider carefully before they do so.
15 June 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
I am very sorry to hear about your experience.
We are currently processing refunds within approximately 3 working days, so I would be grateful if you could provide your order number. Once received, I will personally investigate the status of your return and ensure that any outstanding refund is processed as quickly as possible.
With regard to the refund delays experienced in the past, I would like to reassure you that these issues have now been resolved. The delays were caused during the transition to our new warehouse, but we are now fully settled into our new operation and refund processing has returned to normal service levels.
I look forward to receiving your order number so that I can assist you further.
James -Customer Experience Manager
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.