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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Beautiful items but absolutely awful customer service and ordering/delivery. Ordered a big order - many items on one order and still missing two of them after over two weeks, even though my order in m... See more
Company replied
Visited the Cheshire Oaks outlet yesterday to look for a summer wedding outfit. Clothes shopping is not my thing, but Debbie was wonderful, giving advice and confidence to make my purchase. No sales... See more
Company replied
Had a great experience at the Harrogate store - I was in a rush and needed something specific, Inci was incredibly helpful, got me exactly what I needed (and something lovely I didn’t know I needed!)... 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
3.1
Average
1k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 1 week
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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
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
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