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
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 & wil... 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
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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
952 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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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
A wonderful welcome and very friendly…
A wonderful welcome and very friendly staff in Jigsaw in Ilkley. Such a lovely experience.
13 June 2026
Unprompted review
Reply from Jigsaw
Dear Jo,
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that you received such a warm welcome from the team in Ilkley and that you enjoyed your shopping experience with us.
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
Excellent customer service
I went to visit the Winsdor store and was served by a lovely sales assistant called Jessica. She was very patient and took her time to help me pick the right dress as well as helping me with an exchange. She went above and beyond - thank you! I would highly recommend this store.
13 June 2026
Unprompted review
Reply from Jigsaw
Dear Puja,
Thank you for your wonderful review.
We are delighted to hear about your experience at our Windsor store. Jessica will be thrilled to know that her patience, care, and dedication helped you find the perfect dress and made your exchange process so smooth.
Thank you for your kind recommendation. We will be sure to pass your lovely feedback on to Jessica and the Windsor team.
We look forward to welcoming you back to Jigsaw again soon
James -Customer Experience Manager
I didn’t really plan to shop but was…
I didn’t really plan to shop but was drawn in at Jigsaw shop in St Pancras station as I walk passed it towards Fortnum. Initially just attracted to one particularly top but Beverly was so helpful that I ended up liking almost everything that she recommended. Beverly knows how to dress one up as she observes the style, the body shape and the size. She knows which style is most suitable and what goes well with the choices. ‘‘Twas a fun one! Thanks much!
12 June 2026
Unprompted review
Reply from Jigsaw
Dear Catherine,
Thank you for taking the time to leave such a wonderful review.
We are delighted to hear that what started as an unplanned visit turned into such an enjoyable shopping experience. Beverly will be thrilled to know that her styling advice, product knowledge, and personalised approach made such a positive impression.
We will be sure to pass your kind comments on to Beverly and the team at St Pancras. Thank you once again for your lovely feedback, and we look forward to welcoming you back to Jigsaw soon.
James - Customer Experience Manager
Thank you so much Amira for going above…
Thank you so much Amira from St Pancras store for going above and beyond!
10/10 customer service
12 June 2026
Unprompted review
Reply from Jigsaw
Thank you for your lovely feedback.
We are delighted to hear that Amira at St Pancras provided such exceptional service. We will be sure to pass on your kind comments to her and the team.
Thank you for shopping with Jigsaw, and we hope to welcome you back again soon.
James -Customer Experience Manager
Best customer services experience…
Best customer services experience ever!!
I would like to comment the customer service team for their continued efforts in helping locate my return package for over 2 months time. They remained responsive, proactive and committed throughout which made a positive difference to my experience. I really appreciate their professionalism and dedication to the clients.
15 May 2026
Unprompted review
Reply from Jigsaw
Dear Elsa,
Thank you so much for your kind review.
We are delighted to hear about your positive experience with our Customer Experience team. While it took longer than we would have liked to locate your return, I am pleased that the team remained responsive, proactive and committed to supporting you throughout the process.
I will be sure to share your feedback with the team, who will be delighted to receive such lovely recognition.
Thank you again for taking the time to share your experience, and we look forward to assisting you again in the future.
James - Customer Experience Manager
Great Customer Service
I love visiting Jigsaw shops and prefer this to on-line shopping. I recently had a not so good on-line shopping experience but after corresponding with Head Office my problem was dealt with swiftly, sympathetically and brilliantly by James The Customer Experience Manager. It has restored my faith in Jigsaw and I look forward to my next visit to either Guildford or Farnham for a little more retail threapy.
9 June 2026
Unprompted review
Reply from Jigsaw
Dear Tracy,
Thank you for taking the time to leave such a lovely review, it made my day :)
While I am sorry that your online shopping experience did not initially meet your expectations, it is wonderful to hear that your faith in Jigsaw has been restored.
Thank you for your kind words regarding the support I provided—it was my pleasure to assist you. Feedback such as yours means a great deal to both me and the wider team.
I hope you enjoy your next visit to either Guildford or Farnham and find the perfect excuse for a little more retail therapy!
James - Customer Experience Manager
Absolutely fabulous experience
Absolutely fabulous experience with Jigsaw, had a slight issue but Meg resolved swiftly , professionally and with the absolute customer care Jigsaw are known for. Thank you jigsaw for your assistance !
11 June 2026
Unprompted review
Reply from Jigsaw
Dear Elaine,
Thank you for taking the time to leave a review. We’re so pleased to hear you had such a positive experience with Jigsaw and that Meg was able to resolve the issue swiftly and professionally.
We really appreciate your kind words about the service you received and will be sure to pass your feedback on to Meg.
Thank you for your support, and we hope to welcome you back again soon.
Emilia - Customer Experience Agent
Sale prices not working, hopeless customer service
This is the second time that I have had issues with Jigsaw customer service - ordered stuff through the VIP early sale access and realised that the sale prices had not applied so tried to contact customer service - on both chat and whats app you never get to the front of the queue - when you think you have there's no response and when you prompt a response suddenly 12 people in front - this may be my last time of using Jigsaw online - better off getting it through John Lewis as they are more reliable
7 June 2026
Unprompted review
Reply from Jigsaw
Dear Shirley,
Thank you for taking the time to share your feedback. I am very sorry to hear about your experience and appreciate how frustrating this must have been, particularly when trying to take advantage of our VIP Early Access Sale.
Unfortunately, we experienced a technical issue affecting our sale VIP access, however I am pleased to confirm that this issue has now been resolved.
To ensure customers are kept informed, our messaging services advise when our agents are busy assisting other customers and, where an immediate response is not possible, we aim to respond within 48 hours. However, I completely understand that this does not make up for the inconvenience you experienced on this occasion.
We genuinely value your loyalty and are disappointed to hear that this is the second time you have encountered difficulties when contacting us. Your feedback has been shared with the relevant teams as we continue to improve both our systems and customer experience.
Thank you again for bringing this to our attention, and I hope we will have the opportunity to restore your confidence in shopping with Jigsaw.
James - Customer Experience Manager
Amy and the team at Battersea five stars !
I had an outstanding experience at Jigsaw Battersea. I was shopping for outfits for a new job and the service I received was exceptional from start to finish.
Amy helped me put together my wardrobe and honestly, every single piece she picked out was perfect. She took the time to understand what I was looking for, made excellent recommendations, and made the whole experience enjoyable and stress-free. I ended up buying two suits and couldn't be happier with them.
The customer service was incredible throughout. The manager was also so friendly, welcoming, and genuinely interested in helping rather than just making a sale. That level of personal, authentic service is rare to find.
A huge thank you to Amy and the team at Jigsaw Battersea. I would highly recommend them to anyone looking for expert styling advice and a genuinely first-class shopping experience.
3 June 2026
Unprompted review
Reply from Jigsaw
Dear Marianna,
Thank you for taking the time to share your wonderful feedback.
I was delighted to hear about your experience at our Battersea store and the exceptional service you received from Amy and the team.
Your kind words about Amy, the store manager, and the team's genuine approach to customer service will mean a great deal to them. I will be sure to share your feedback and recognition.
Congratulations on your new role, and thank you for choosing Jigsaw for such an important occasion.
James -Customer Experience Manager
Jennie at Jigsaw: Fabulous!
I visited the Jigsaw shop in Kingston yesterday having trawled around the two large stores with numerous outlets including Jigsaw, looking for a top to wear with a suit.
It was refreshing to visit a small shop and even more gratifying to encounter Jennie, the person in charge. She was really helpful, without being pushy; knew about the products and size variations (who knew I would need a ‘small’!) and was smart and sassy.
I realised how important social interaction is missed with the disappearance of single shops on the high street.
4 June 2026
Unprompted review
Reply from Jigsaw
Dear Ann,
Thank you so much for taking the time to share your experience with us.
I was delighted to read your kind comments about your visit to our Kingston store and, in particular, the excellent service you received from Jennie. She will be thrilled to hear your feedback.
Thank you again for your support. I will be sure to share your comments with Jennie and the wider Kingston team.
We look forward to welcoming you back to Jigsaw again soon.
James -Customer Experience Manager
Best customer experience ever
Best customer experience ever! The ladies in the shop are very friendly and helpful, they suggested exactly what I needed. Will come back and get other things soon. Many thanks!
3 June 2026
Unprompted review
Reply from Jigsaw
Dear Elena,
Thank you so much for taking the time to leave such a wonderful review.
I was delighted to read about your experience with our team in Leeds. Providing friendly, knowledgeable and personalised service is something we are incredibly passionate about, so it's fantastic to hear that the team helped you find exactly what you needed.
I have shared your kind feedback with the Leeds team, who will be thrilled to receive your comments. Reviews like yours mean a great deal to our colleagues and help recognise the excellent service they provide every day.
We look forward to welcoming you back soon and helping you discover more pieces that you'll love.
James - Customer Experience Manager
The wrong item was sent initially
The wrong item was sent initially. I contacted Customer Services, who answered promptly and efficiently, enabling me to reorder the original item at the sale price, although the sale had finished in the interim.
28 May 2026
Unprompted review
Reply from Jigsaw
Dear Sheena,
Thank you for taking the time to leave us a review.
I am sorry that the wrong item was initially sent to you, but I am delighted to hear that Meg in our Customer Experience team was able to resolve this quickly and ensure you could reorder the correct item at the sale price, despite the promotion having ended.
We always strive to make things right when things do not go to plan, so it is wonderful to hear that the team provided prompt and efficient support.
Thank you for shopping with Jigsaw, and we hope you enjoy your purchase.
James -Customer Experience Manager
I would like to thank Meg
I would like to thank Meg at Customer Service experience for the prompt response to my emails.
She located my order which I mistakenly ordered to be collected from store rather than my home which is what I wanted!
She has rectified my mistake.
Thank you
2 June 2026
Unprompted review
Reply from Jigsaw
Thank you very much for taking the time to share your feedback.
I am delighted to hear that Meg was able to locate your order and assist in resolving the delivery issue for you. I will be sure to pass your kind comments on to her, as I know she will greatly appreciate hearing that her assistance made a positive difference to your experience.
Thank you again for getting in touch, and we hope you enjoy your purchase.
Aby - Customer Care Agent
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