I'd like to give 0 stars for the returns process which is a shambles, and 5 stars to James from customer service who sorted things out for me and was excellent. The 3 stars above doesn't do justice t... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Wish I'd remembered about the terrible returns process before ordering... 14 *working* days to refund AS STANDARD is just not acceptable, and my order was only refunded after this was exceeded and I... See more
Company replied
Refund process slightly slow but I understand there is warehouse issues at present . Bristol store staff amazing as is James in customer service . Prompt, efficient and resolved my issue. Thank you .... See more
Company replied
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 reso... See more
Company replied
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
3 Water Lane , TW9 1TJ, Richmond, United Kingdom
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
2.9
Average
842 reviews
Replied to 99% of negative reviews
Typically replies within 1 week
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Nottingham store excellent customer service
Shopped at Nottingham store today. Natasha the branch manager was very helpful and found the item I was looking for.
A much better service than Jigsaw online shopping which recently has been very unreliable.
May 6, 2026
Unprompted review
Found just what I was looking for
Found just what I was looking for, the assistant was really helpful without making me feel under pressure to buy.
May 6, 2026
Unprompted review
The Ilkley store
The Ilkley store is always my go to shop when I need something special, not just because of the clothing quality but because to the advise and inspiration get from Sylwia. She always make suggestions and encourage me to try things that I might not have thought about! I always come away with something I’m so excited to wear. All the ladies that work in there are really friendly and helpful. It’s a great experience going in.
May 4, 2026
Unprompted review
Reply from Jigsaw
Hi Helen,
Thank you so much for taking the time to share this, it’s a pleasure to read.
I’m delighted to hear how much you enjoy visiting our Ilkley store, and that Sylwia has made such a positive impression. She has a wonderful eye and a natural way of encouraging confidence in trying something new, so it’s lovely to know that comes through in your experience.
I’ll be sure to pass your kind words on to her and the rest of the team, they’ll truly appreciate it.
We look forward to welcoming you back again soon.
Aby - Customer Care Agent
Jigsaw shopping experience at Strand
Monica at the Strand branch provided wonderful service with tips on different pieces and matching colors. Highly recommended.
May 4, 2026
Unprompted review
Reply from Jigsaw
Hi Cq,
Thank you for your kind words, it’s so lovely to hear.
I’m delighted Monica was able to offer such thoughtful guidance, especially with styling and colour. That kind of intuitive, personal service makes all the difference, and I’ll be sure to share your feedback with her and the Strand team.
We really appreciate your recommendation and hope to welcome you back again soon.
Aby - Customer Care Agent
Super service from Ilkley branch
I usually shop at the Ilkley branch but I had to return some on line sale purchases recently after various mix ups with orders. Sylvia and team dealt with the issues brilliantly (and I was later refunded without delays). Jigsaw is my go to brand - in part because Sylvia knows what suits me and she has a real flair for style - and I like the quality and designs, so I feel fashionable without looking as though I’m trying too hard! I still wear some pieces from years ago. Really super customer service. Thank you. J P
April 30, 2026
Unprompted review
Reply from Jigsaw
Hi Joanne,
Thank you for taking the time to share this, it’s a real pleasure to read.
I’m so glad Sylwia and the team were able to resolve the issues with your recent orders smoothly, and that everything was put right without delay. It means a great deal to know you felt well looked after throughout.
Your kind words about Sylwia’s instinct for style are especially lovely, she has a natural way of understanding what works for each individual, and it’s wonderful to hear how much you value her guidance.
We truly appreciate your continued support, and it’s fantastic to know our pieces have a lasting place in your wardrobe.
We look forward to welcoming you back again soon.
Aby - Customer Care Agent
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
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
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
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
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
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