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
Very disappointing experience. Returned an item as per their returns label & post office partner receipt. 16th July last. Can't get any proper response other AI which seems to going round in a loop... See more
Company replied
I really enjoyed my experience at the Jigsaw store on George Street in Richmond. There was a great selection of dresses to choose from, and I eventually found the perfect black dress for me. The... See more
Company replied
Called in to the Harrogate store whilst on holiday here, to return an item I had purchased in another store elsewhere in the UK. When we told the ladies we were only visiting the area they couldn’t h... 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
977 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 1 week
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Wonderful staff who gave fantastic…
Wonderful staff who gave fantastic advice and honest opinions. Very happy with purchase, thank you Ilkley store!
May 2, 2026
Unprompted review
Reply from Jigsaw
Hi Victoria,
Thank you for your kind words, it’s so lovely to hear.
I’m delighted the team in Ilkley were able to offer thoughtful, honest advice and help you find something you’re really happy with. That sense of ease and trust is exactly what we hope every visit brings.
I’ll be sure to share your feedback with them, they’ll truly appreciate it.
We look forward to seeing you again soon.
Aby - Customer Care Agent
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Renata and Jenna @ Marlow couldn’t have…
Renata and Jenna @ Marlow couldn’t have been more helpful today! They offered me water for my headache and helped choose colours to suit me. I love the t shirt and cardigan colours they chose for me. I’ll definitely shop in this store again 😎😎
May 1, 2026
Unprompted review
Reply from Jigsaw
Hi Nicola,
Thank you for taking the time to share this, it’s such a pleasure to read.
I’m delighted to hear how well Renata and Jenna looked after you. It’s those thoughtful touches, alongside their instinct for colour and styling, that make all the difference, so it’s wonderful to know you left with pieces you truly love.
I’ll be sure to pass your kind words on to them; it will mean a great deal.
We look forward to welcoming you back to the Marlow store again soon.
Aby - Customer Care Agent
Thank you to James and Emilia for going…
Thank you to James and Emilia for going above and beyond in finding the item that was cancelled in my orders. Your service is much appreciated.
May 1, 2026
Unprompted review
Reply from Jigsaw
Hi Elsa,
Thank you for your message, it’s so lovely to hear.
I’m delighted James and Emilia were able to step in and help source the item for you. Going the extra mile in moments like that makes all the difference, and I’m so pleased you felt well looked after.
I’ll be sure to share your kind words with them, really appreciate it.
We hope you’re enjoying your purchase, and look forward to welcoming you back again soon.
Aby - Customer Care Agent
5 star experience all round
I had a query regarding an item I had returned. I wondered if I could get an exchange rather than a refund. Customer service were brilliant in sorting out my query, and enabled me to purchase a new item using my refund. It was a 5 star experience all round.
April 30, 2026
Unprompted review
Reply from Jigsaw
Dear Jan
Thank you so much for your lovely feedback.
I’m really pleased to hear that our team were able to support you with your return. It’s great to know the experience felt seamless and that we could turn your query into a positive outcome.
We truly appreciate you taking the time to share this, and we hope you love your new purchase. If there’s ever anything else we can help with, please don’t hesitate to get in touch.
Olivia - Jigsaw Experience Agent
Jigsaw seems to have lost its way!
Jigsaw was once a premium brand that stood for quality and class—sadly, that no longer seems to be the case. I purchased a pair of trousers last month, and after just two wears and washes, the hems have come down on both legs.
After eight days and what felt like excessive scrutiny—providing photos and answering multiple questions to validate my claim—I was informed by customer service (Amy) that a replacement would not be offered. Instead, I’ve been instructed to have the trousers professionally repaired at my own expense and then submit the receipt for reimbursement.
This decision is apparently based on the claim that the fault cannot be proven to have been present at the time of purchase—an unreasonable stance, given that the stitching is visibly flawed, with frayed fine threads and clear gaps shown in the photos I provided.
It’s a disappointing experience and a far cry from what I once expected of Jigsaw.
April 28, 2026
Unprompted review
Reply from Jigsaw
Dear Caroline,
I’m very sorry to hear about your experience. In situations like this, we would usually be more than happy to cover the cost of a repair to put things right for you.
I have requested your details via Trustpilot so I can review your case fully and understand what has happened. As soon as I have this information, I will personally look into this and come back to you with the best possible resolution.
Thank you for bringing this to our attention, and I appreciate your patience in the meantime.
James - Customer Experience Manager
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Order still not shipped
Order still not shipped. The only method of communication with “customer service” is via an AI bot (which tries to push you back to the website Q&A), chat (30 minute wait to even be connected to an agent) or WhatsApp. Anyone else sick of painfully slow, utterly ineffective customer service designed for GenZ and their need to avoid all human contact by companies who behave as if any contact with customer service is because you have not bothered to read their website content….
April 30, 2026
Unprompted review
Reply from Jigsaw
Dear Gill,
Thank you for taking the time to share your feedback. I am really sorry to hear about the delay with your order and the difficulty you’ve experienced trying to get support.
We understand how frustrating it can be when you need help quickly and can’t access it in the way you’d prefer.
While our support articles and chat bot are there to provide support and answer some queries, they are not intended to replace human support, and I’m sorry this wasn’t your experience on this occasion.
We are currently experiencing a higher volume of enquiries than usual which has led to longer wait times - but we know that doesn’t make it any less inconvenient when you’re waiting for assistance or updates on your order.
If you’re still waiting for your order or need further help, please do reach out to us again, or reply to your existing message so we can assist you. We’d really like the opportunity to put this right for you.
Thank you again for your patience and for bringing this to our attention.
Kind regards,
Meg - Jigsaw Customer Experience Agent
Absolute shambolic for returning money…
Absolute shambolic for returning money to my account. Returns go via Reveni. They received my items on April 10. Contacted "customer service" - a bot - and was assured the money would be in my acc in 1 working day, this was april 28. Now april 30 and still no refund
April 28, 2026
Unprompted review
Reply from Jigsaw
Dear Jules,
I’m very sorry to hear about the delay with your refund. Could you please share your order number with me? I’ll make sure this is prioritised and processed for you today.
Regarding our digital assistant, you can type “speak to an agent” to be connected to a member of the team. If an agent is available, you’ll be transferred straight away.
I look forward to hearing from you.
James - Customer Experience Manager
Jigsaw delivers on all fronts for me!
I’ve been a long term very happy customer of Jigsaw, mainly purchasing personally in store at Ilkley which, although one of the smaller branches, just has the knack of showing their range in the most appealingly co-ordinated and easy to shop way.
The team of ladies there are wonderful. Friendly, helpful, knowledgeable, and with one aim in mind, to offer the best service possible to all who visit.
Similarly Leeds, Harrogate and York have all been a joy to visit.
On the odd occasion when I’ve had a change of mind on an item bought, and have returned to store for a refund, it has been handled with a smile and understanding. ‘We want you to be happy with every item you purchase’ one of the team said to me, and that’s exactly how it feels.
April 28, 2026
Unprompted review
Reply from Jigsaw
Dear Kerstin,
What a lovely review to read! We’re absolutely delighted to hear how much you’ve enjoyed your experiences with us over the years.
Thank you for your kind words about our Ilkley team. They take great pride in creating a welcoming and beautifully presented boutique, so it means a lot to know that their efforts have made such a positive impression.
We’re equally pleased that your visits to Leeds, Harrogate, and York have been just as enjoyable. We’ve shared your feedback with our teams so they can receive the recognition they truly deserve.
Providing friendly, knowledgeable service and ensuring every customer feels confident and happy with their purchases is exactly what we strive for, so your feedback truly reflects what we aim to deliver every day.
Thank you again for your continued support. We look forward to welcoming you back in store again soon.
Best wishes,
Meg - Customer Experience Agent
The clothes are lovely
The clothes are lovely, my go to store and the staff in your Ilkley store are all so friendly, chatty and very helpful. In other words excellent clothes and service xx
April 28, 2026
Unprompted review
Reply from Jigsaw
Dear Elizabeth,
Thank you so much for your lovely review, it truly means a lot to us.
We’re delighted to hear that you enjoy our collections and that the team at our Jigsaw Ilkley store continue to provide such friendly and helpful service.
I’ll be sure to share your kind words with them, as I know it will make their day.
We really appreciate your continued support and look forward to welcoming you back again soon.
James - Customer Experience Manager
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The Jigsaw Boutique in Ilkley is…
The Jigsaw Boutique in Ilkley is excellent. Sylwia the manager is always lovely and pleasant (but not intrusive or pushy) and gives great style advice. I have shopped in the store for many years and always have a great experience. All the staff are helpful and friendly a nothing ever seems too much trouble. Thank you all! Emma
April 28, 2026
Unprompted review
Reply from Jigsaw
Dear Emma,
Thank you so much for your wonderful review and 5 stars!
We’re absolutely delighted to hear how much you enjoy visiting our Jigsaw Ilkley boutique, and that Sylwia and the team consistently provide such a warm, helpful and personalised experience.
Being supportive without being intrusive is exactly what we aim for, so it’s lovely to know this has made such a positive impact on your visits over the years.
I’ll be sure to share your kind words with Sylwia and the wider team they will be thrilled.
Thank you again for your continued support, and we very much look forward to welcoming you back again soon.
James - Customer Experience Manager
Selling items which are sold out
I ordered some items in the sale and one of them was refunded a few days later. I had ordered this item as a birthday gift for my sister.
I know these things happen, but this has happened to me several times with Jigsaw. It seems like their stock systems are a bit of a mess. Show the item as unavailable if it is sold out.
April 25, 2026
Unprompted review
Reply from Jigsaw
Hello Clair,
Thank you for your feedback, and I’m really sorry for the disappointment - especially as this was for a birthday gift.
We completely understand how frustrating this must be. Stock can move very quickly, particularly during sale periods, and sometimes items become unavailable while an order is being processed or are already on hold in-store.
Returns can also affect availability, as items coming back into stock can sell through again quite quickly. We also tend to produce smaller runs than many other brands, which means popular pieces can sell out faster than expected.
We do appreciate your comments, particularly as this has happened more than once, and we’ll be sure to share your feedback with our team.
We’re very sorry again for the inconvenience caused and hope we can provide a smoother experience next time.
Best wishes,
Meg
Jigsaw Customer Experience Agent
Really lovely service from the staff in…
Really lovely service from the staff in the Marlow Jigsaw - Renata went above and beyond to help me, suggesting some fabulous items which I would have missed otherwise and sharing styling tips for items I purchased.
April 24, 2026
Unprompted review
Reply from Jigsaw
Thank you very much for your kind words, Moushumi!
We’re absolutely delighted to hear about your experience in our Marlow boutique. Renata will be so pleased to know she made such a positive impression.
She truly has a great eye for styling and loves helping our customers find those special pieces :)
We hope you’re enjoying your new items, and we look forward to welcoming you back again soon.
Best wishes,
Meg
Jigsaw Customer Experience Agent
Generally
Generally, the returns process has been great. However, with a recent warehouse move I have had the first issue and it took a couple of requests before it was resolved. However, it has now been resolved and the Jigsaw team have reassured me that this was due to the warehouse move which was a major operation. I’ve been buying with Jigsaw for many years so am hoping this is the case as would like to continue in the future. Thanks to Abigail in the team for resolving.
March 14, 2026
Unprompted review
Reply from Jigsaw
Good Morning Priti,
Thank you for taking the time to share your feedback, and for your continued loyalty to Jigsaw over the years.
We’re really pleased to hear that your issue has now been resolved, and I’m sorry for the inconvenience you experienced during our recent warehouse move. It was a significant operation, and while it has allowed us to improve our service long term, we recognise that there have been some short-term disruption, so I truly appreciate your patience and understanding.
It’s wonderful to hear that Abigail was able to support you and get this sorted. I’ll be sure to pass on your kind feedback to her.
Thank you again for sticking with us—we really value your support and hope to continue providing you with a much smoother experience going forward.
James -Customer Experience Manager
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Great service at Battersea Jigsaw today…
Great service at Battersea Jigsaw today , Yaz is fantastic and I always walk into such an amazing atmosphere , service is always superb ! Thank you for helping me feel fantastic !
April 22, 2026
Unprompted review
Reply from Jigsaw
Dear Sandra,
Thank you so much for taking the time to share your experience.
I am absolutely delighted to hear that you received such great service at our Battersea store. It’s wonderful to know that Yaz made such a positive impression and helped create such a welcoming and uplifting atmosphere for you.
I’ll be sure to pass your kind words on to Yaz and the wider team.
Thank you again for your continued support, and we look forward to welcoming you back in store soon.
James - Customer Experience Manager
After a challenging wait for my item to…
After a challenging wait for my item to be located at the warehouse James from customer services was so helpful in locating the parcel he was so helpful, patient and polite throughout.. he's a great asset
April 1, 2026
Unprompted review
Reply from Jigsaw
Dear Rosemary,
Thank you for taking the time to share your experience with us.
We’re sorry to hear there was a delay in locating your item, but we’re so pleased that James was able to assist you and provide such helpful, patient and polite service throughout.
I’ll be sure to pass your kind feedback on to him, it will mean a great deal, and we completely agree he is a great asset to the team.
We really appreciate your feedback and hope to assist you again in the future.
Aby - Jigsaw Customer Agent
Great service
Visited the Strand store today and Monica was extremely helpful in quickly finding the perfect pair of black trousers for work. Excellent service. Thank you!
April 20, 2026
Unprompted review
Reply from Jigsaw
Dear Kate,
Thank you so much for taking the time to share your experience with us at Strand Jigsaw store.
We’re delighted to hear that Monica was able to help you find the perfect pair of black trousers, we all need that investment piece to add to our wardrobe. I’ll be sure to pass on your kind words to her and the team at our Strand store. I’m sure she’ll really appreciate it.
It’s wonderful to know you received such excellent service, and we hope to welcome you back again soon.
Aby - Jigsaw Customer Agent
Pains me to give them one star as they…
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Pains me to give them one star as they have done nothing to deserve it. My order has been “out for delivery” since 16th April with the latest update from the courier being “there is a delay, please contact the retailer”. Well, if only that was possible! After trying unsuccessfully to contact them via their webchat, completing the query form on their website and contacting them on their business Whatsapp (ZERO response on all three apart from useless automated messages), I have put in a claim through Paypal. Their initial response? An offer for a partial refund of £19 against an undelivered order of £162.20!! Thieves that should not be allowed to trade. Better businesses like LKB have gone into administration - with their appalling service I hope and wait for the day this business does too.
April 13, 2026
Unprompted review
Reply from Jigsaw
Dear Mrs Hasan,
I’m really sorry to read about your experience, and I completely understand how frustrating this must be, especially given the delay and the difficulty you’ve had trying to get in touch.
This is certainly not the level of service we aim to provide, and I sincerely apologise for this.
To allow us to investigate this properly and resolve the issue for you as quickly as possible, please could you provide your order number? Once we have this, we’ll be able to look further into what has happened with your delivery and review your case in full.
Thank you for your patience, and we look forward to resolving this for you.
Aby - Jigsaw Customer Agent
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Only one item dispatched
Only half of my online order, placed on well over a week ago on 11 April, has arrived. The other item has not been dispatched and I can’t get hold of anyone on email or via chat bot. Email auto response says they will email back within 72 hours (they haven’t) and the automated chatbot tells me that the office has closed (according to their opening hours customer service should be available). There is no phone number to ring.
April 11, 2026
Unprompted review
Reply from Jigsaw
Dear Bella,
I’m very sorry to hear about your experience and completely understand how frustrating this must be, especially as you’ve only received part of your order and have been unable to get in touch with us.
This is not the level of service we aim to provide, and I sincerely apologise for both the delay and the lack of response you’ve encountered.
For reference, our chat service should be available between 11am–4pm. If you’re unable to get through to a member of the team via chat, we aim to respond to all emails within 48 hours.
So that we can look into this for you as quickly as possible and locate your missing item, please could you provide your order number? Once we have this, we’ll investigate the status of your order and update you as soon as possible.
Thank you for your patience, and we’ll do our best to resolve this for you promptly.
Aby - Jigsaw Customer Agent
I don’t know where to begin to express…
I don’t know where to begin to express my frustration with the returns process.
It is nearly a month since I returned my purchase. After trying via email with no luck I am now waiting for a chatbot to link me to a human. My 1-3 minute wait is now more like 10 minutes. I don’t know whether or not Jigsaw only has one person working in their Returns department but it is an excrutiating process.
Am told someone will get back to me in 48 hours - because I have nothing better to do in the next 48 hours than keep checking if this really bad service can actually help.
Reading similar reviews to mine you would think Jigsaw would have made a huge effort to improve. Not so.
In a hugely competitive market this is truly astounding.
Do better.
PS 30 minutes….still waiting
April 20, 2026
Unprompted review
Reply from Jigsaw
Dear Carey,
I’m really sorry to hear about your experience and the frustration this has caused. I completely understand how disappointing this must feel, especially given the time you’ve been waiting.
This is not the level of service we aim to provide, and I sincerely apologise for the delays and difficulty in getting support.
To allow us to look into your return and confirm what has happened, please could you provide your order number linked to the return? Once we have this, we’ll be able to investigate further and update you as quickly as possible.
Thank you for your patience, and we’ll do our best to resolve this for you as soon as we can.
Aby - Jigsaw Customer Agent
Christian’s and her colleague were so…
Christian’s and her colleague were so friendly it made my trip into store a really positive experience - thank you!
April 20, 2026
Unprompted review
Reply from Jigsaw
Dear Tracy,
Thank you so much for taking the time to share your experience with us.
We’re so pleased to hear that Christian and her colleague made your visit such a positive one. I’ll be sure to pass your kind feedback on to them. It will mean a lot to the team.
We hope to welcome you back in store again soon.
Aby - Jigsaw Customer Agent
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