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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Order 1249581JIG Unbelievably bad service. Ordered on 27 January. Received all items save pajamas. Have been e mailing repeatedly since. Zero response. Other items were sent back next day. Still no r... 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
3.0
Average
869 reviews
Replied to 99% of negative reviews
Typically replies within 1 week
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Selling worn goods - rubbish returns service
Ordered a jumper in the sale. It turned up covered in black hair, with a stain on the sleeve and bobbled around the lower band. Asked to have some money refunded to get it cleaned or to send back and also have postage refunded. Took ages to get a reply then they said the photos I had sent were not 'evidence' enough and that wool does bobble. Then asked I not contact them any more but just send the item back - and pay for it myself!!! Eventually just had to send it back through their returns service as I couldn't get to speak to anyone. Rude they didn't believe me and even more rubbish they are just recycling stuff thats clearly been worn and selling it as new (I'm sure you cant do this under consumer law - the item is not as described). So its cost me the postage still, which isn't much but its the principle and the time wasting thats annoying.
As an update: a few days later Jigsaw did eventually reply and say they were sorry, offered to refund postage, and also gave a 15% discount on future purchases. So they did put things right but it took a bit of nagging!
May 12, 2026
Unprompted review
Reply from Jigsaw
Dear Viki,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your initial experience and understand your frustration regarding the condition of the item received and the delays in communication. This is certainly not the standard of service or product quality we aim to provide.
I can see that Abigail is currently helping you and that a refund for the return postage, along with a goodwill discount, has now been arranged. We do appreciate your patience while this was being resolved and your updated comments acknowledging that the matter was put right.
Your feedback has been shared internally, as we are always looking to improve both our quality control and customer experience. We do hope we’ll have the opportunity to provide you with a much smoother experience in future.
Best wishes,
Raphaella - Customer Experience Agent
Poor delivery service
Jigsaw I love your clothes but unfortunately there is no longer a store where I live. One recent online order was delivered by Royal Mail (excellent service) but you have sent my other deliveries by Yodel (shocking service). Why can you not use Royal Mail all the time?
May 11, 2026
Unprompted review
Reply from Jigsaw
Dear Kay,
Thank you for taking the time to leave your feedback, and for your kind comments about our clothing.
We currently use both Royal Mail and Yodel as our courier partners, as orders are dispatched from different locations within our network depending on stock availability and fulfilment point. Because of this, the delivery provider can vary from order to order.
We do appreciate that customers have different preferences when it comes to delivery services. While many customers prefer Royal Mail, some also find Yodel’s delivery options helpful, particularly the ability to redirect parcels to lockers or alternative collection points.
We really value your feedback and will ensure your comments are shared internally with the relevant teams.
Kind regards,
Meg - Customer Experience Agent
My personal styling experience with…
My personal styling experience with Natasha.
I wanted a new outfit for spring/summer so went into jigsaw in Nottingham. Natasha, the manager, was so helpful, enthusiastic and kind, and supported me to find some beautiful pieces.
Natasha has such attention to detail, immense knowledge and skills around colour
and style and what was well suited to me which made me feel very excited and relaxed.
I can’t say a big enough thank you for the personal styling experience and little to say I came home with the most gorgeous items ever.
May 9, 2026
Unprompted review
Reply from Jigsaw
Hello there,
This is such a lovely message to receive — thank you so much for taking the time to share it.
We’re absolutely delighted to hear about your personal styling experience with Natasha in our Nottingham store. It’s wonderful to know she made you feel so supported, relaxed, and excited while helping you choose pieces for your spring/summer wardrobe.
Her attention to detail and passion for styling really shine through, and your feedback captures that beautifully!
We’re so pleased you came away with pieces you love, and we’ll make sure your kind words are passed on to Natasha and the team — she’ll be thrilled to hear this.
Best wishes,
Meg - Customer Experience Agent
Reply from Jigsaw
Dear Susie,
Thank you so much for your 5-star review! We’re delighted to hear you had a great return experience with us. We’ll be sure to pass your kind comments on to Meg, she’ll really appreciate it. Thanks again for taking the time to share your feedback and for shopping with Jigsaw.
Best wishes,
Raphaella - Customer Experience Agent
Welcoming and helpful stuffs at…
Welcoming and helpful stuffs at JIGSAW Kingston Upon Thames store. Store took care of me. Miss Olivia is so kind. Thanks.
May 6, 2026
Unprompted review
Reply from Jigsaw
Hello,
Thank you so much for your lovely 5-star review! We’re delighted to hear you felt welcomed and well looked after by the team at our Kingston Upon Thames store. Olivia will be so pleased to hear your kind words, we’ll be sure to pass your feedback on to her.
Thank you again for your support, and we hope to see you again soon.
Best wishes,
Raphaella - Customer Experience Agent
Ordered a fabulous jacket and had a…
Ordered a fabulous jacket and had a small issue. Customer service resolved this very quickly so a very happy customer
May 7, 2026
Unprompted review
Reply from Jigsaw
Dear Ski Girl,
It’s always great to hear when a purchase turns out to be a favourite, so thank you for sharing this.
We’re really pleased to hear you love your jacket, and even more so that our online Customer Experience team were able to step in quickly and sort things out for you. That fast turnaround is exactly what we aim for when something isn’t quite right, so it’s great to know it left you feeling well looked after.
We’ll make sure your feedback is shared with the online team specifically — they’ll be genuinely encouraged to hear this.
Best wishes,
Meg - Customer Experience Agent
As soon as you walk in Jigsaw
As soon as you walk in Jigsaw, St Pancras branch you get the warm welcoming by the outstanding helpful, caring professional staff. You see how dedicated about their job and the shop, items orderly arranged and beautiful displayed that invite you to try and buy. Thank you to everyone who works in the shop
May 8, 2026
Unprompted review
Reply from Jigsaw
Dear Linda,
Thank you very much for your wonderful feedback.
We’re absolutely delighted to hear you had such a positive experience at our St Pancras store and that you felt so warmly welcomed by the team. It’s also great to know you enjoyed the store presentation and product display — the team put a lot of care into creating an inviting space, so your comments will mean a great deal to them.
We would love to make sure your kind words are shared with the team so they can receive the recognition they deserve. If there is anyone in particular you would like to name, please do let us know — we’ve also requested a little additional information via your Trustpilot review so we can pass on your praise directly.
Thank you again for taking the time to share this, it really is appreciated.
Kind regards,
Meg - Customer Experience Agent
James is always amazing and responsive…
James is always amazing and responsive at sorting out any issues or queries!
May 8, 2026
Unprompted review
Reply from Jigsaw
Dear Pam,
Thank you very much for taking the time to leave such lovely feedback.
We completely agree — our Customer Experience Manager James is amazing, and we’re really pleased to hear he was able to help you quickly and effectively. He takes a lot of pride in supporting customers and ensuring any issues or queries are resolved as smoothly as possible, so it means a lot to receive this kind of recognition.
We’ll absolutely make sure your kind words are passed on to him directly — it will really make his day.
We truly appreciate your support and hope we can continue to provide you with the same level of service going forward.
Kind regards,
Meg - Customer Experience Agent
Ordered online shocking Service
Ordered online, which I should know better with Jigsaw, as the service is a shambles.
Advised this would be delivered last Wednesday, I wasn’t going to be in so left a safe place details, which clearly shows on the tracking I had done this. Email to say I wasn’t in Wednesday, Thursday & Friday, my house cameras clearly show they never came near the house, and if they had why wouldn’t they have left as instructed in a safe place.
When I eventually found on your website how to complain to Jigsaw, submitted my complaint, emailed to say help is on its way! Still waiting.
Jigsaw recently sent letters to say things were now better with the service, I beg to differ, by time the parcel is returned to Jigsaw as it’s now back at Yodel depot miles away from my house and the time it takes to get a refund it will nearly 4 weeks ! of hassle.
May 1, 2026
Unprompted review
Reply from Jigsaw
Hello there,
We’re very sorry to hear about your experience and completely understand how frustrating this situation has been, especially given the delivery attempts and the inconvenience caused.
We have already requested your information here and now have your additional details on record.
I’ve also reached out to you today via your email ticket requesting a few further details so we can fully investigate and resolve this as quickly as possible.
We look forward to your response there.
Best wishes,
Meg - Customer Experience Agent
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
Reply from Jigsaw
Dear Sam,
Thanks very much for taking the time to share your experience!
We’re delighted to hear that Natasha and the team at our Nottingham store were able to help you find the item you were looking for and provide such excellent service. We’ll be sure to pass your lovely comments on to Natasha personally.
We’re sorry to hear that your recent online shopping experiences have not reflected the same standard, and we do appreciate your honest feedback. We are continuing to work hard to improve our online service and delivery experience.
We hope to welcome you back again soon.
Kind regards,
Meg - Customer Experience Agent
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
Reply from Jigsaw
Dear Elizabeth,
Thank you very much for taking the time to leave such lovely feedback.
We’re delighted to hear you found exactly what you were looking for and that the assistant made you feel comfortable and supported without any pressure.
We’d really love to pass your kind comments on to the team member personally, so if possible, could you let us know the name of the assistant and which store you visited?
Kind regards,
Meg - Customer Experience Agent
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
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