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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Se, hvad kunderne siger
Quality clothes not matched by poor customer service and returns experience. Still waiting on a refund for item Jigsaw received on 18 September. Refund not actioned within 14 days as per company po... Se mere
Virksomheden har svaret
Amazing shopping experience at Jigsaw Market Harborough this morning. A warm welcome as soon as I walked in and lots of help finding items and sizes. Great guidance and advice in a non pushy way. I ha... Se mere
Virksomheden har svaret
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
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
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Middel
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Har besvaret 99 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
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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
Stock nightmares and poor customer service
Trying to buy anything from jigsaw in the sale is a lottery, I have had 4 items refunded due to stock, only for it to be in stock again a day later. Not only that but I have had to fight to get the postage refunded as it isn't autimatic; to leave customers out of pocket for a stock issue on the side of the retailer is a poor experience. Quality and style seem to be slipping over the years, shame, it used to be a great brand with great customer service. Sadly not any more.
31. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Samantha,
We’re sorry to hear about your recent experience with your sale orders. We understand how disappointing it is to have items cancelled after placing an order, particularly when you’ve been looking forward to receiving them.
We always do our best to fulfil every order and, once an order is placed, we check availability across both our warehouse and boutiques to try to locate the items. Unfortunately, on occasion, we’re unable to fulfil an item despite it appearing available when the order was placed.
We appreciate your feedback regarding the refunds and the overall experience, and we’re sorry that this has left you disappointed with Jigsaw.
Kind regards,
Meg
Customer Experience Agent
Staff in the store were lovely
Staff in the store were lovely - helpful without being pushy. Lots of fashion/wear ideas for my purchases. Store very neat and well-presented.
29. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Carolyn,
Thank you for your lovely review. We’re so pleased to hear that you found the team helpful without being pushy, and that you enjoyed their styling suggestions.
It’s also great to hear that you found the store so neat and well presented. We’ll be sure to pass your kind feedback on to the team.
Kind regards,
Meg
Customer Experience Agent
I had the most wonderful service today…
I had the most wonderful service today from two women in the Harrogate store. I was searching for a dress for a wedding and they couldn't have been more helpful and accommodating. They both went above and beyond. One of the ladies were called Susan, such a fab lady, sadly I didn't get the other ladies name. Can't wait to return. Many Thanks
30. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Laura,
What a gorgeous review! 💕 We’re delighted to hear that Susan and her colleague in our Harrogate store went above and beyond to help you find the perfect dress for the wedding.
We’ll make sure Susan gets to see your lovely words, and we’ll have a little detective work to do to find out who her colleague was too! We’re thrilled to hear you’re already looking forward to your next visit — we’ll be ready to welcome you back.
Kind regards,
Meg
Customer Experience Agent
Great staff in the Harrogate Store!
The staff at the Harrogate store are always helpful, knowledgeable and willing to indulge me in a conversation about the latest fashion trends!
29. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Lydia,
Thank you for your lovely review! We’re delighted to hear that the team at our Harrogate store are always on hand with helpful advice — and happy to indulge in a good fashion chat too! 💕
We’ll make sure the team hear your kind words. It’s wonderful to know you enjoy your visits.
Kind regards,
Meg
Customer Experience Agent
This is the second time I have…
This is the second time I have purchased something through Jigsaw and both times there have been issues. I appreciate that you may be having technical difficulties, but this seems to be a running theme, which has been going on for months. Please stop advertising online if you cannot follow through with the service. I have never known anything like it. I have previously put in a request for this issue and have allowed over 72 hours for a response. I have heard nothing. Please refund me for the service you have not provided. I am very sorry to say, I will never shop through the Jigsaw website again. It is an appalling service. I hope you can rectify your “technical issues” soon.
22. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Laura,
We’re sorry to hear about your experience, particularly as this is the second time you’ve encountered an issue when shopping with us. We understand how frustrating it must be to have experienced repeated technical problems and then be left waiting for a response.
We appreciate you taking the time to share your feedback. Our Customer Experience team is available via email, WhatsApp and our Help Centre, and we’re always happy to look into individual orders and any refund queries.
We’re sorry again that your experience has fallen short of what you should expect from Jigsaw, and for the frustration caused.
Kind regards,
Meg
Customer Experience Agent
Non receipt of dress!
Order successfully from jigsaw on many occasions been a loyal customer for 30+ years however ordered address sometime ago and have not received any dispatch confirmation so get a little worried. Order No. 1365048JIG
29. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Yvette,
We’re very sorry to hear that you’re feeling concerned about your order, particularly after being such a loyal Jigsaw customer for over 30 years. We truly appreciate your continued support.
We completely understand how worrying it is not to have received a dispatch confirmation, especially when you’ve successfully ordered from us many times before. We apologise for the uncertainty and inconvenience this has caused.
We’re sorry that your experience on this occasion has not met the standard you should expect from us, and we sincerely appreciate your patience and loyalty.
Abigail - Customer Experience Agent
Awful returns experience with faulty top
I have bought numerous Supima white t-shirts having used Jigsaw since the late 90s. The most recent one I bought online (I always like to have a new one ready). It had a hole along the seam, noticed post first wear/wash. The experience with customer service was appalling - they do not seem to know customer rights legislation, the proposed refund was less than I paid (as the price of the top had subsequently gone down, despite my order confirmation being clear), I waited for days to get responses and it seemed they were drafted by AI as bore no resemblance in most places to the question I had asked. I dealt mainly with Rameet. The recent purchase is much worse quality than the previous Supima t-shirts. I cannot reconcile how Jigsaw can charge the full price of £35 and even the £28 I paid seems terrible value (the proposed refund is £22.40 - no explanation as to why). With so many other places being cheaper and better quality for cotton t-shirts, I am so disappointed after over 25 years of regular (and often expensive) purchases and surprised Jigsaw does not look at a customer's purchase history and if they see they have regularly bought things, try to assist them rather than hinder them when Jigsaw supplies something faulty.
29. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear C N,
We’re sorry to hear that you were disappointed with your recent experience, particularly given how long you have been a Jigsaw customer.
We can confirm that your order was placed during our Summer Sale using the EXTRA20 discount code. This gave you 20% off the T-shirt, meaning you paid £28 rather than the full £35 price. The refund of £22.40 therefore reflects the discounted price paid, rather than the original full price.
We’re also sorry that you felt the responses you received did not clearly address your questions. We appreciate your feedback regarding the quality of the T-shirt and your experience with our Customer Experience team.
Kind regards,
Meg
Customer Experience Agent
Received acknowledgment of a return…
Received acknowledgment of a return from Jigsaw on the 16th August and I’m still waiting for a refund…excluding weekends and bank holidays it has now been 10 days, 2 days over their 8 working day refund policy. It’s the first time I’ve shopped with Jigsaw but I certainly won’t be doing it again!
Thank you for your reply Meg. I can confirm that I have received my refund since writing this review but it did take nearly two and a half weeks to receive from Jigsaw acknowledging receipt of return. I appreciate it’s busier during sale periods but I haven’t experienced this delay with any other shopping brands so sadly it has put me off shopping with Jigsaw online again.
28. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Elizabeth,
We’re sorry that this took longer than expected. During our Summer Sale, we experienced a much higher volume of returns than usual, alongside some technical issues affecting refund processing, which unfortunately caused some refunds to be delayed beyond our usual 8 working day timeframe.
I can see that one of our Customer Experience agents assisted you yesterday and confirmed that your refund has now been successfully processed.
Your refund should now reach your original payment method within 1–2 working days, depending on your bank.
We’re sorry again for the inconvenience and appreciate your patience.
Kind regards,
Meg
Customer Experience Agent
Appalling
Appalling. Expensive but don't expect a service or quality to match. Firstly, an item was missing. Then I returned my order. After waiting over a month, I only received a refund for the missing item, no sign of a full refund and am now out of pocket. The response quality has been shocking.
Thanks for responding Meg, I have contacted via email and Whatsapp neither have received a response
27. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Hello there,
We’re sorry to hear about your experience and disappointed to hear that you’ve been left waiting for your refund.
We’d like to look into this for you and understand what has happened with the remainder of your return. Please contact our Customer Experience team with your order details so we can investigate this further.
We’re sorry again for the frustration caused.
Kind regards,
Meg
Customer Experience Agent
Absolutely disgraceful service with no…
Absolutely disgraceful service with no refund after 2 weeks of return. The order number is 1353849JIG. Ordered a £270 Jacket on 11th August, returned on 13th. Paid for a second one in correct size.
Tried contacting and still cannot get to speak to anyone to resolve. It will be interesting to see if someone can be bothered to respond to this review, resolve the issue and organise our refund?
13. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Mark,
I’m pleased to see that your refund has now been successfully processed. During our Summer Sale, we experienced a much higher volume of returns than usual, which unfortunately caused some refunds to take longer than our usual timeframe.
We’re glad that we’ve now been able to resolve this for you, and that our Leeds boutique team was also able to assist with your query too.
We’re sorry again for the delay and frustration caused, and thank you for your patience.
Kind regards,
Meg
Customer Experience Agent
Disappointing online shopping experience
I purchased some clothing on the 06th August, and after many responses that there was a delay in the delivery I was told today (27th August) that one of the items will be refunded as there were some issues with the system. I can understand that these things might happen, but I had to chase them to have an answer, I was the one who contacted them today otherwise I wouldn't have had any response. I really like the shop, but after this experience I am not going to do any shopping with Jigsaw again.
6. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Maria Jose,
We’re sorry for the disappointment caused by your recent order, particularly that you had to contact us yourself to find out what had happened.
I can see that our Customer Experience Manager assisted you on 27 August and confirmed that the missing Chambray Zip Front Midi Dress had been cancelled due to the technical stock issue, with a full refund including delivery to be processed.
I’m pleased to confirm that this has now been resolved for you. We’re very sorry again that this experience has put you off shopping with us online.
Kind regards,
Meg
Customer Experience Agent
Nice clothing, horrible customer service
Nice clothing but horrible customer service. I ordered a suit, spent more than $50 combined on shipping and duties. They provided only the blazer, then cancelled the trousers. They are refusing to refund any portion of the duties on the cost of the trousers because they can’t recoup that cost. I’ve gone in circles with the multiple times and am not trying to return the blazer. They are not willing to “eat” any cost of their mistake and instead think the cost associated with their inventory system being wrong should be passed through to the consumer. I realize British customer service standards favor the company, but this is beyond bizarre. Jigsaw made a mistake and expects me to pay for it. Now I get to dispute this with my credit card company. Don’t recommend ordering from this company, though and in-person purchase might be fine.
22. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear H M,
We’re sorry to hear that you were unhappy with your experience.
When the trousers from your original order were cancelled, the full cost of the trousers was refunded, together with a proportion of the applicable duties. The remaining duties could not be refunded as these are import charges determined by the destination country and are not charges that Jigsaw is able to recover.
We appreciate that you purchased the items as a suit and understand your disappointment that we were unable to fulfil the trousers. However, we have refunded the cost of the cancelled item, the applicable duties and have also offered a return of the blazer outside of the usual return timeframe given the circumstances.
Kind regards,
Jigsaw Customer Experience Team
Still awaiting my refund
I returned an item on the 13tg August. It was received by Jigsaw with a couple of days but still no refund.
I re ordered this item in a smaller size.
Terrible customer service awaiting someone to resolve this .
13. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Hilary,
We’re sorry that you’re still waiting for your refund and appreciate how frustrating this must be, particularly as you’ve already reordered the item in a smaller size.
We’d like to look into this for you and check the status of your return and refund. Please get in touch with our Customer Experience team with your order details so we can investigate this further and help get this resolved.
We apologise again for the delay and inconvenience caused.
Kind regards,
Meg
Customer Experience Agent
Beautiful items but absolutely awful service…
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 my account says fulfilled. Still no word on where these items are - No response to emails, chat does not work, no way to call anyone. Just incredible - I won't be ordering ever again from Jigsaw.
25. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Jenifer,
We’re very sorry to hear about your experience and for the frustration caused by the missing items from your order.
We completely understand how disappointing it is to still be waiting for items after more than two weeks, particularly when your order is showing as fulfilled. Orders can sometimes be dispatched from different locations, meaning items may arrive separately, and we’re sorry that you haven’t received the updates or support you expected.
Unfortunately, we haven’t been able to identify your specific order from the information provided in your review. If you could please get in touch with our Customer Experience team and provide your order number, we’ll be happy to investigate this for you and see what has happened with the items.
We’re sorry again for the inconvenience and hope we can assist you further.
Kind regards,
Meg
Customer Experience Agent
Order cancelled 3 weeks later
Order cancelled by Jigsaw 3 weeks after accepting payment.
Seem to have no regard for the customer. Time wasted trying to follow up on delivery. The company should not take customers’ money if they cannot supply the goods! I most certainly will not be buying from Jigsaw ever again.
24. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Avril,
We’re sorry to hear about your experience and for the frustration caused by the cancellation of your order.
We always do our best to fulfil every order, and once yours was placed, we checked across our warehouse and boutiques to locate the item for you. Unfortunately, stock can sometimes become unavailable during the ordering process, or an item may already be held for another customer. On this occasion, we weren’t able to fulfil your order.
We apologise that this was not identified sooner and for the inconvenience caused by the delay and the lack of clarity around what had happened with your order.
We can also see that your query was subsequently handled directly by one of our team, who confirmed the cancellation and arranged for your order and delivery charge to be refunded. We’re sorry that, despite their assistance, you were left feeling that we had not valued your custom.
We understand how disappointing this experience has been and sincerely apologise for the frustration and time spent following up with us.
Kind regards,
Meg
Customer Experience Agent
Thanks to Elenir she is helpful and…
Thanks to Elenir she is helpful and amazing
24. august 2026
Uopfordret anmeldelse
Besvarelse fra Jigsaw
Dear Mai,
Thank you for your lovely review! We’re delighted to hear that Elenir was so helpful and gave you such a positive experience.
We’ll be sure to pass your kind words on to her — she’ll be thrilled to hear them. 💕
Kind regards,
Meg
Customer Experience Agent
Dette er Trustpilot
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