I ordered a suede jacket almost 2 weeks ago - quite expensive. Was supposed to be delivered by InPost - still not arrived & tracking stopped. Tried contacting Jigsaw a number of ways - submission... Se mere
Virksomheden har svaret
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Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
I had a great experience at Jigsaw Milton Keynes thanks to Irina. She took the time to really understand what I was looking for and made sure I found the right dress. Her honest, helpful advice was so... Se mere
I never thought I would be writing a review like this. I visit the UK every year and go shopping at Jigsaw as it is my favourit store and love the clothes. I also shop online when I am back in Canada.... Se mere
What a joy to be able to walk into a Jigsaw store and be looked after by excellent staff. On this occasion, I went shopping at Jigsaw in The Strand London. Scarlett approached me, as I entered, and... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
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.
Kontaktoplysninger
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, Storbritannien
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
3,1
Middel
1 t anmeldelser
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Har besvaret 98 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
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Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Wrong item received, no refund given
I ordered a cardigan on 28 July. It took two weeks to arrive and was then the wrong item. I returned it and it was received by Jigsaw on 13 August. Since then I have been chasing up the refund but I have not received it, nor any response to my emails. I am a long term customer and had always found customer service to be good (although like others have had issues with sale orders being cancelled). However, this time has been very disappointing and I will think carefully before ordering again. Order number is 1345881JIG.
8. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Louise,
Thank you for taking the time to share your experience, and I’m very sorry for the delay in resolving this for you.
I completely understand your frustration. You ordered a cardigan on 28 July, waited two weeks for delivery, only to receive the incorrect item, and then returned it to us, where it was received on 13 August. I’m sorry that you have since had to chase us for your refund and have not received a response to your previous emails.
This is certainly not the level of service we expect to provide, particularly to a long-standing customer. We sincerely apologise for the inconvenience and disappointment caused.
I will look into order 1345881JIG and the status of your return and refund as a priority. We will ensure this is progressed and will update you as soon as possible.
Thank you for your patience, and again, please accept our sincere apologies for the experience you have had on this occasion. We truly value your continued custom and appreciate your honest feedback.
Abigail - Customer Experience Team
One star because of very poor customer…
One star because of very poor customer care - slow or lack of response and processing refunds.
Clothes can be overpriced but quality is very good. Trousers length appears to suit the taller ladies out there!
I am still waiting for a response on order 1348685JIG - I emailed you on 21 August.
21. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Shoemummy,
Thank you for taking the time to share your feedback. I’m very sorry to hear that you have been disappointed with our customer service, particularly with the delays in responding to enquiries and processing refunds.
I completely understand how frustrating it must be to have contacted us on 21 August and still be waiting for a response regarding order 1348685JIG. This is not the level of service we aim to provide, and I sincerely apologise for the delay.
I’m pleased to hear that you continue to enjoy the quality of our clothing, and we really appreciate your kind comments about our collections. I’m sorry that your recent experience has overshadowed this.
I will ensure your enquiry regarding order 1348685JIG is looked into as a priority so that we can get this resolved for you.
Thank you again for your patience and for bringing this to our attention.
Abigail - Customer Experience Team
still waiting for a refund …
I returned items which were received by Jigsaw on the 14th August. I am still waiting for the refund. very unsatisfactory!
14. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Polly,
We’re very sorry to hear that you’re still waiting for your refund. We completely understand how frustrating this must be, especially as your return was received by us on 14 August.
This is not the level of service we aim to provide, and we sincerely apologise for the delay. If you could please contact our Customer Experience Team with your order number, we’ll be happy to look into the status of your refund and assist you further.
Thank you for your patience and understanding.
Abigail - Customer Experience Team
What happened to customer service?
What happened to customer service? Or any form of service at all???
I ordered a coat two weeks ago. I was charged immediately at a cost of well over £200. Since then, it’s just sat, ‘unfulfilled’. I’ve now emailed 4 times. No reply, no ‘chat’ option available and not a single phone number or way or speaking to a human. For a high end, high price point company, the service is that of a Chinese scam outlet. I loved jigsaw, but am now warning people to avoid at all costs.
24. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Catherine,
We’re truly sorry to hear about your experience and completely understand your frustration.
Waiting two weeks for an order, particularly after payment has been taken, with no updates or response to your emails is understandably very disappointing. We also appreciate how frustrating it must have been to feel that you had no way of speaking to someone directly.
This is certainly not the level of service we want to provide, and we sincerely apologise that we have let you down on this occasion. We value your custom and are very sorry that this experience has affected your confidence in Jigsaw.
If you could please contact us with your order number, we would be happy to look into this for you and ensure your concerns are addressed.
Thank you for taking the time to share your feedback with us.
Abigail - Customer Experience Team
Basic customer skills
Generally, I am a fan of Jigsaw but my latest purchase showed a lack of basic customer skills, which was disappointing.
I ordered 2 identical pairs of linen trousers for a trip. Payment came out of my account. One pair showed up but there was no correspondence about the other pair. I contacted customer service and they said they would refund me but the refund was over £13 short. I contacted them again with evidence.
Now, mistakes happen. It’s mildly irritating but not a big deal in the scheme of things. However, after my second email, the acknowledgement that they had got it wrong ( again) was simply ‘This has now been refunded.’ No ‘sorry about that’ or ‘apologies.’ I’ve worked in enough retail outlets to know that ( if your company has made mistakes) you apologise.
7. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Unthank,
Thank you for taking the time to share your feedback. We’re very sorry for the experience you had with your recent order.
While mistakes can unfortunately happen, you are absolutely right that we should have acknowledged the error and apologised when the refund was initially incorrect. Simply confirming that the refund had been processed was not the level of care or courtesy you should have received.
We’re pleased to hear that you are generally a fan of Jigsaw, and we genuinely appreciate your continued support. Your feedback is valuable and will be shared with the team, as we recognise that how we communicate with customers is just as important as resolving the issue itself.
Please accept our sincere apologies for the lack of care shown in our response and for the inconvenience caused with your order.
Abigail - Customer Experience Team
Lovely experience
Lovely experience. Inci and Claudette were super helpful and very engaging. Great customer service. Thanks for helping with our purchases and also sharing some useful facts about Harrogate and the surrounds to aid us during our visit.
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear C Cook,
Thank you so much for your lovely feedback! We’re delighted to hear that Inci and Claudette provided such helpful and engaging service and helped make your visit a memorable one. We’ll be sure to share your kind comments with them.
We hope you enjoyed your time in Harrogate and look forward to welcoming you back again soon!
Abigail - Customer Experience Agent
Inci and Sue were brilliant and styled…
Inci and Sue were brilliant and styled us amazingly!
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Jennie,
Thank you so much for your lovely feedback! We’re delighted to hear that Inci and Sue were able to style you so brilliantly. We’ll be sure to pass on your kind words to them.
We hope you love your purchases and look forward to welcoming you back again soon!
Abigail - Customer Experience Agent
Shocking customer service- well not even customer service!
Ordered over £300 worth of goods on 18th August, with email confirmation that they were dispatched on the 19th August. To date have not received anything or had any refund.
Contracted Jigsaw on 26th to find out where my goods were, had a standard ‘holding’ reply on 27th August, messaged again on the 3rd September and still nothing.
What is going on Jigsaw, this is not acceptable!
I would certainly think twice before ordering from this company - beware!
18. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Claire,
We’re very sorry to hear about your experience and completely understand your frustration. This is certainly not the level of service we aim to provide, and we sincerely apologize for the lack of communication and the delay with your order.
We appreciate how disappointing it must be to have been waiting since August without receiving your goods or a clear update. Your feedback is extremely important to us, and we’re sorry we’ve let you down on this occasion.
Thank you for bringing this to our attention, and please accept our sincere apologies.
Abigail - Customer Service Experience Agent
Appalling experience with jigsaw. AVOID.
Appalling experience with jigsaw online. I’ll never buy from them again. Firstly nearly all my carefully chosen items got cancelled one by one (even though they were still for sale on the website). And then the refund took a month to come through and I wasted hours trying to get through to their hopeless customer service. The whole experience conveyed a strong sense they think customers are the problem. Jigsaw it is you that is the problem. Never again.
10. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Will,
We’re truly sorry for the experience you’ve had and completely understand your frustration. You should have received your order and clear communication from us much sooner, and we sincerely apologise that this wasn’t the case.
We appreciate you taking the time to share your feedback. We’re sorry we’ve let you down and will ensure your comments are shared with the relevant team.
Thank you again for your patience, and please accept our sincere apologies
Abigail - Customer Experience Agent
Ignored by Jigsaw – No Response and still waiting for my refund
I am extremely disappointed and frustrated with Jigsaw’s complete lack of customer service.
I have been trying to resolve TWO outstanding issues with my order and simply cannot get anyone to respond.
🔴 Missing item: I first contacted Jigsaw on 15 August because an item was missing from my order to the value of £87. I have emailed and contacted them via WhatsApp and have received no response.
🔴 Refund: I have also been waiting for a refund of returned goods to the value of £185 since 23 August, with no satisfactory update. I can see from the tracking that they have received the items back.
I have tried every customer service route available to me. The online chat does not open, emails are being ignored, WhatsApp messages are being ignored, and there is no telephone number for customers to speak to someone.
This is simply unacceptable. I should not have to resort to Trustpilot to get a retailer to respond to a customer about an item that was not delivered and money that is owed to me.
I have given Jigsaw plenty of opportunity to resolve this directly and have had no meaningful response.
Order number 1355503JIG
I am now asking someone from Jigsaw management/customer experience to contact me and resolve BOTH issues urgently.
Jigsaw — please respond and actually resolve
Update on 05 September. So I have now been notified of a refund for two items. There was a further item in the parcel which you haven’t refunded (khaki tank dress £59). You also haven’t fulfilled my order and I never received the Fallon Peony dress £87 which requires a refund. Please note, I received duplicates of the asymetric dress and I returned both in the parcel.
Overall…quite a shambles!
07 September…thanks for finally commenting Jigsaw but what about the refund for the two remaining items????? You haven’t said what you plan to do or how long it is going to take? Not really interested in apologies anymore as my patience is now exhausted.
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Mrs Peters,
We’re extremely sorry for the experience you’ve had with your order and for the lack of communication. We completely understand your frustration, particularly after contacting us through multiple channels and still being left waiting for a resolution.
We’re also sorry that your refund was not processed correctly and that the missing item from your original order was not addressed. This is certainly not the standard of service we aim to provide.
We appreciate you taking the time to provide such detailed feedback, and we sincerely apologise for the inconvenience, disappointment and frustration this has caused. Your concerns regarding both the missing Fallon Peony dress and the Khaki Tank Dress should have been handled much sooner.
Please accept our sincere apologies for letting you down on this occasion.
Abigail - Customer Experience Agent
A jumper is missing from my order
A jumper is missing from my order and despite trying to contact customer service for help as yet, over a week , I am unable to contact them to have an update. Extremely frustrating and worrying.
25. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Jane,
We’re very sorry to hear that your jumper is missing from your order and that you’ve been unable to reach our Customer Experience team. We completely understand how frustrating and worrying this must be, particularly after waiting over a week for an update.
We sincerely apologise for the delay and the difficulty you’ve experienced trying to contact us. This is not the level of service we aim to provide, and we appreciate your patience while we work through the current volume of enquiries.
Please accept our sincere apologies for the inconvenience caused.
Abigail - Customer Experience Agent
Appalling Customer Service.Only…
Appalling Customer Service.Only received one of 2 items ordered.Returned that as poor fit.Am still waiting for refund.
Have attempted to contact Jigsaw as to the whereabouts of second order .The system is complicated and keeps asking for e mail confirmation and then not acknowledging it .
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Brigid,
We’re very sorry to hear about your experience and completely understand your frustration. We apologise that you only received one of the two items, are still waiting for your refund, and have had difficulty contacting us.
We’re also sorry that our contact system has made it difficult for you to get the help you need. This is certainly not the level of customer service we aim to provide.
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience and frustration caused.
Abigail - Customer Experience Agent
Horrible online shopping experience
Very poor experience with Jigsaw. Ordered quite a few clothing items only to realise the company sends each product independently and usually does not fulfil them and would send a refund, which in itself is a frustrating shopping experience.
However, to make matters worse I have not received any information on two clothing items, whether it is going to be fulfilled or refunded and it has been two weeks.
At this point I just want to be refunded for those two clothing items that I have zero information about and money has been deducted.
My order numbers are
1361595JIG (brown dress)
1364953JIG (red dress)
I have sent two tickets to customer service regarding this and no response yet in two weeks. I don't know if my money is stuck with them or if they even care.
No response on WhatsApp either. Impossible to get in touch with any person, absolutely pathetic service.
Please avoid at all costs even if the product quality is decent, it is a premium priced brand with such poor customer service to a point it feels like a scam that my money is stuck with them.
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Ahmad,
We’re truly sorry to hear about your experience and completely understand your frustration. We apologise that you’ve been left waiting for updates on your orders and, most importantly, that you’ve had difficulty getting a response from our Customer Experience team.
We understand how concerning it is to have payments taken without knowing whether your items will be fulfilled or refunded. This is certainly not the experience we want for our customers, and we’re very sorry that we’ve let you down.
We also apologise for the difficulties you’ve experienced contacting us via our different channels. We appreciate you taking the time to share your feedback, and we’re sorry for the inconvenience, frustration and disappointment caused.
Please accept our sincere apologies.
Abigail - Customer Experience Agent
And here I am again
And here I am again, complaining about Jigsaw. Regarding the order I reviewed less than a month ago, why has my refund been pending since 14 August?
3. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear B.Fox,
We’re very sorry to hear that you’ve had to contact us again regarding your refund. We completely understand your frustration, especially as you’ve been waiting since 14 August.
We sincerely apologise for the delay and for the inconvenience this has caused. This is not the level of service we aim to provide, and we’re sorry that we’ve let you down again.
Thank you for your continued patience, and please accept our sincere apologies.
Abigail - Customer Experience Agent
Order not fulfilled, item not received nor refunded
Ordered 6 items. 4 were cancelled by Jigsaw. One parcel arrived but with only one item marked as shipped. No other parcel arrived. Tried to contact customer experience to chase missing part of order. Bot replies did not answer query. Tried emailing but no reply to query, so emailed again and got response telling me not to submit multiple enquires. No help received, no item, no refund. Unacceptable. Jigsaw used to have great customer service, now appalling. Noticed others having the same experience in reviews and instagram comments.
24. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Frances,
We’re truly sorry to hear about your experience and completely understand your frustration. We apologise that several items from your order were cancelled, while another item was missing from the parcel, and that you were left without a clear update or resolution.
We’re also very sorry that our automated responses and communication did not address your query. We appreciate how frustrating it must have been to contact us for help and still be left waiting for your item and refund.
This is not the level of customer service we aim to provide, and we’re disappointed that we’ve let you down. Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience caused.
Abigail - Customer Experience Agent
Owed £100's in refunds. No communication from Jigsaw
I have made several online orders over the last couple of months. I have returned a number of items which have been delivered back to Jigsaw, but they have not refunded me. I have had no response from them despite contacting by email, Whatsapp and their online customer service tab. I tried calling but the phone number is no longer in use. They have also failed to deliver an item but state in my order that it has been fulfilled. I have also received a notification from parcelforce that an item was delivered yesterday, but it wasn't. When I tried to track it it says that the tracking number does not correspond to my postcode. I have been a loyal customer for years, but I fear they have let me down. I suspect they are in real trouble. Buyer beware!
If Jigsaw do respond to this please don't tell me to contact you, because I already have, several times. Order numbers 1357718JIG, part missing part returned, 1358757JIG,
Unfortunately this is probably just an AI generated response with no resolution. Appalling customer service!
25. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear M bryant,
We are genuinely very sorry to read this, particularly as you have been a loyal Jigsaw customer for many years. We completely understand why you feel let down, especially when you are owed a significant amount in refunds and have already made repeated attempts to get help through email, WhatsApp and our online customer service.
You should never have been left feeling that your concerns were being ignored or that you had to keep chasing us for money that is rightfully yours. We are also very sorry about the missing item and the delivery issue you have experienced with Parcelforce. We appreciate how worrying and upsetting this must be.
We know that an apology alone does not resolve the situation, and we are truly sorry that your experience has fallen so far short of the service you have received from us in the past. Your loyalty and trust mean a great deal to us, and we deeply regret that we have given you reason to question that trust.
We sincerely apologise for the frustration, worry and disappointment this has caused. Your feedback has been heard, and we are committed to doing better.
Abigail - Customer Experience Agent
No People!
When did Jigsaw get rid of people in their so called customer service? What a mistake. I'm now in one of those bot loops that is so frustrating. I want to return 2 items from my recent order but their returns system tells me that those items have not been delivered and so I can't move through to the returns process. Funnily enough, they have taken the money for those items so they clearly know they have been delivered. I've had no acknowledgement of my issue and I am now well outside the 8 day window for sale returns. And i can't speak to a person! Exceedingly poor.
24. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Jo,
We’re very sorry to hear about the frustration you’ve experienced with our returns process. We completely understand how frustrating it must be when the system isn’t recognising items you’ve received, particularly when you’re trying to make a return within the eligible timeframe.
We do still have a dedicated Customer Experience team available to help. You can contact us via email, WhatsApp or by submitting a request through our website, where a member of the team can assist with issues such as this.
We’re sorry that you haven’t been able to get the support you needed so far, and we hope you’ll give us the opportunity to resolve this for you.
Kind regards,
Meg
Customer Experience Agent
Wonderful friendly staff happy to…
Wonderful friendly staff happy to advise sugggest different ways of wearing something but never pushy
Will order or try other branches if your size or colour isn’t in stock
22. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Margaret,
Thank you very much for your lovely 5-star review. We’re so pleased to hear that you’ve had such a positive experience with our team and have found them friendly and helpful.
If you remember the name of the team member who assisted you, or which store you visited, please do let us know so we can pass your kind feedback on to them.
Kind regards,
Meg
Customer Experience Agent
Extremely disappointing customer service
I’m really disappointed with Jigsaw’s customer service. I placed an order on Wednesday and, several days later, it still hadn’t been dispatched. As I needed the order before going away on Tuesday, I tried repeatedly to contact Jigsaw from Friday onwards to find out what was happening.
Unfortunately, it is now impossible to speak to a human being by telephone, and the only option appears to be their online chat. Sadly, the chat service has been incredibly frustrating and, despite sending multiple messages, I have received no meaningful response or resolution.
For a brand at Jigsaw’s price point, I would expect a much higher standard of customer service. Being unable to speak to anyone and simply being left without a response is extremely disappointing.
The products may be lovely, but customer service is a huge part of the overall customer experience, and based on this experience, it really needs significant improvement.
Reply to Jigsaw response! I have emailed, WhatsApp and messaged on Friday morning, it is now 3pm on Wednesday and still no response or sign of dispatch.
26. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Sara,
We’re sorry to hear that you were disappointed with your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it is when you’re waiting for an order and need it by a particular date. We’re also sorry that you weren’t able to get the response you needed from our Customer Experience team at the time.
We do have a dedicated team available via email, WhatsApp and our online Help Centre, and we’re always happy to look into individual orders and assist where we can.
Kind regards,
Meg
Customer Experience Agent
Nice sales technique!
Great service from the Harrogate store. Good honest advice!
29. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Justine,
Thank you for your lovely review. We’re so pleased to hear you had such a positive experience at our Harrogate store and appreciated the honest advice from the team.
We’ll be sure to pass your kind feedback on to them.
Kind regards,
Meg
Customer Experience Agent
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