I purchased something on line to be picked up at my local store - a week later I have had no update on dispatch. There is no customer service telephone, and the 'customer experience' chat (which says... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Visited Bristol store looking for a holiday dress. A gentleman was serving and was very helpful. Showed me several options and gave me great style ideas . He had fab product knowledge and great flair... See more
Company replied
Tempted into the Beverley shop today by the sale but ended up with a gorgeous floaty maxi dress in a plummy colour and just in creamy tailored style cardigan to wear at my son's wedding. Sales assista... See more
Company replied
Lucky enough to pay a visit to the revamped store in high street Kensington . The wonderful team was helpful friendly and went over and beyond to make sure I was able to source the pieces I wanted and... 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
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, United Kingdom
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
3.2
Average
925 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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Process for returns ABSOLUTELY unacceptable
I like Jigsaw clothing but have never used the online service. The returns process is absolutely appalling. I wish I had looked on Trustpilot before making a purchase. Returned an item and WEEKS later STILL waiting for a refund. The company gets terrible reviews for returns - and rightly so. I will never shop here again and urge others to consider carefully before they do so.
June 15, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
I am very sorry to hear about your experience.
We are currently processing refunds within approximately 3 working days, so I would be grateful if you could provide your order number. Once received, I will personally investigate the status of your return and ensure that any outstanding refund is processed as quickly as possible.
With regard to the refund delays experienced in the past, I would like to reassure you that these issues have now been resolved. The delays were caused during the transition to our new warehouse, but we are now fully settled into our new operation and refund processing has returned to normal service levels.
I look forward to receiving your order number so that I can assist you further.
James -Customer Experience Manager
A wonderful welcome and very friendly…
A wonderful welcome and very friendly staff in Jigsaw in Ilkley. Such a lovely experience.
June 13, 2026
Unprompted review
Reply from Jigsaw
Dear Jo,
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that you received such a warm welcome from the team in Ilkley and that you enjoyed your shopping experience with us.
We will be sure to share your kind feedback with the Ilkley team, who will be thrilled to hear it.
We look forward to welcoming you back again soon.
James -Customer Experience Manager
Excellent customer service
I went to visit the Winsdor store and was served by a lovely sales assistant called Jessica. She was very patient and took her time to help me pick the right dress as well as helping me with an exchange. She went above and beyond - thank you! I would highly recommend this store.
June 13, 2026
Unprompted review
Reply from Jigsaw
Dear Puja,
Thank you for your wonderful review.
We are delighted to hear about your experience at our Windsor store. Jessica will be thrilled to know that her patience, care, and dedication helped you find the perfect dress and made your exchange process so smooth.
Thank you for your kind recommendation. We will be sure to pass your lovely feedback on to Jessica and the Windsor team.
We look forward to welcoming you back to Jigsaw again soon
James -Customer Experience Manager
I didn’t really plan to shop but was…
I didn’t really plan to shop but was drawn in at Jigsaw shop in St Pancras station as I walk passed it towards Fortnum. Initially just attracted to one particularly top but Beverly was so helpful that I ended up liking almost everything that she recommended. Beverly knows how to dress one up as she observes the style, the body shape and the size. She knows which style is most suitable and what goes well with the choices. ‘‘Twas a fun one! Thanks much!
June 12, 2026
Unprompted review
Reply from Jigsaw
Dear Catherine,
Thank you for taking the time to leave such a wonderful review.
We are delighted to hear that what started as an unplanned visit turned into such an enjoyable shopping experience. Beverly will be thrilled to know that her styling advice, product knowledge, and personalised approach made such a positive impression.
We will be sure to pass your kind comments on to Beverly and the team at St Pancras. Thank you once again for your lovely feedback, and we look forward to welcoming you back to Jigsaw soon.
James - Customer Experience Manager
Thank you so much Amira for going above…
Thank you so much Amira from St Pancras store for going above and beyond!
10/10 customer service
June 12, 2026
Unprompted review
Reply from Jigsaw
Thank you for your lovely feedback.
We are delighted to hear that Amira at St Pancras provided such exceptional service. We will be sure to pass on your kind comments to her and the team.
Thank you for shopping with Jigsaw, and we hope to welcome you back again soon.
James -Customer Experience Manager
Best customer services experience…
Best customer services experience ever!!
I would like to comment the customer service team for their continued efforts in helping locate my return package for over 2 months time. They remained responsive, proactive and committed throughout which made a positive difference to my experience. I really appreciate their professionalism and dedication to the clients.
May 15, 2026
Unprompted review
Reply from Jigsaw
Dear Elsa,
Thank you so much for your kind review.
We are delighted to hear about your positive experience with our Customer Experience team. While it took longer than we would have liked to locate your return, I am pleased that the team remained responsive, proactive and committed to supporting you throughout the process.
I will be sure to share your feedback with the team, who will be delighted to receive such lovely recognition.
Thank you again for taking the time to share your experience, and we look forward to assisting you again in the future.
James - Customer Experience Manager
Great Customer Service
I love visiting Jigsaw shops and prefer this to on-line shopping. I recently had a not so good on-line shopping experience but after corresponding with Head Office my problem was dealt with swiftly, sympathetically and brilliantly by James The Customer Experience Manager. It has restored my faith in Jigsaw and I look forward to my next visit to either Guildford or Farnham for a little more retail threapy.
June 9, 2026
Unprompted review
Reply from Jigsaw
Dear Tracy,
Thank you for taking the time to leave such a lovely review, it made my day :)
While I am sorry that your online shopping experience did not initially meet your expectations, it is wonderful to hear that your faith in Jigsaw has been restored.
Thank you for your kind words regarding the support I provided—it was my pleasure to assist you. Feedback such as yours means a great deal to both me and the wider team.
I hope you enjoy your next visit to either Guildford or Farnham and find the perfect excuse for a little more retail therapy!
James - Customer Experience Manager
Absolutely fabulous experience
Absolutely fabulous experience with Jigsaw, had a slight issue but Meg resolved swiftly , professionally and with the absolute customer care Jigsaw are known for. Thank you jigsaw for your assistance !
June 11, 2026
Unprompted review
Reply from Jigsaw
Dear Elaine,
Thank you for taking the time to leave a review. We’re so pleased to hear you had such a positive experience with Jigsaw and that Meg was able to resolve the issue swiftly and professionally.
We really appreciate your kind words about the service you received and will be sure to pass your feedback on to Meg.
Thank you for your support, and we hope to welcome you back again soon.
Emilia - Customer Experience Agent
Sale prices not working, hopeless customer service
This is the second time that I have had issues with Jigsaw customer service - ordered stuff through the VIP early sale access and realised that the sale prices had not applied so tried to contact customer service - on both chat and whats app you never get to the front of the queue - when you think you have there's no response and when you prompt a response suddenly 12 people in front - this may be my last time of using Jigsaw online - better off getting it through John Lewis as they are more reliable
June 7, 2026
Unprompted review
Reply from Jigsaw
Dear Shirley,
Thank you for taking the time to share your feedback. I am very sorry to hear about your experience and appreciate how frustrating this must have been, particularly when trying to take advantage of our VIP Early Access Sale.
Unfortunately, we experienced a technical issue affecting our sale VIP access, however I am pleased to confirm that this issue has now been resolved.
To ensure customers are kept informed, our messaging services advise when our agents are busy assisting other customers and, where an immediate response is not possible, we aim to respond within 48 hours. However, I completely understand that this does not make up for the inconvenience you experienced on this occasion.
We genuinely value your loyalty and are disappointed to hear that this is the second time you have encountered difficulties when contacting us. Your feedback has been shared with the relevant teams as we continue to improve both our systems and customer experience.
Thank you again for bringing this to our attention, and I hope we will have the opportunity to restore your confidence in shopping with Jigsaw.
James - Customer Experience Manager
Amy and the team at Battersea five stars !
I had an outstanding experience at Jigsaw Battersea. I was shopping for outfits for a new job and the service I received was exceptional from start to finish.
Amy helped me put together my wardrobe and honestly, every single piece she picked out was perfect. She took the time to understand what I was looking for, made excellent recommendations, and made the whole experience enjoyable and stress-free. I ended up buying two suits and couldn't be happier with them.
The customer service was incredible throughout. The manager was also so friendly, welcoming, and genuinely interested in helping rather than just making a sale. That level of personal, authentic service is rare to find.
A huge thank you to Amy and the team at Jigsaw Battersea. I would highly recommend them to anyone looking for expert styling advice and a genuinely first-class shopping experience.
June 3, 2026
Unprompted review
Reply from Jigsaw
Dear Marianna,
Thank you for taking the time to share your wonderful feedback.
I was delighted to hear about your experience at our Battersea store and the exceptional service you received from Amy and the team.
Your kind words about Amy, the store manager, and the team's genuine approach to customer service will mean a great deal to them. I will be sure to share your feedback and recognition.
Congratulations on your new role, and thank you for choosing Jigsaw for such an important occasion.
James -Customer Experience Manager
Jennie at Jigsaw: Fabulous!
I visited the Jigsaw shop in Kingston yesterday having trawled around the two large stores with numerous outlets including Jigsaw, looking for a top to wear with a suit.
It was refreshing to visit a small shop and even more gratifying to encounter Jennie, the person in charge. She was really helpful, without being pushy; knew about the products and size variations (who knew I would need a ‘small’!) and was smart and sassy.
I realised how important social interaction is missed with the disappearance of single shops on the high street.
June 4, 2026
Unprompted review
Reply from Jigsaw
Dear Ann,
Thank you so much for taking the time to share your experience with us.
I was delighted to read your kind comments about your visit to our Kingston store and, in particular, the excellent service you received from Jennie. She will be thrilled to hear your feedback.
Thank you again for your support. I will be sure to share your comments with Jennie and the wider Kingston team.
We look forward to welcoming you back to Jigsaw again soon.
James -Customer Experience Manager
Best customer experience ever
Best customer experience ever! The ladies in the shop are very friendly and helpful, they suggested exactly what I needed. Will come back and get other things soon. Many thanks!
June 3, 2026
Unprompted review
Reply from Jigsaw
Dear Elena,
Thank you so much for taking the time to leave such a wonderful review.
I was delighted to read about your experience with our team in Leeds. Providing friendly, knowledgeable and personalised service is something we are incredibly passionate about, so it's fantastic to hear that the team helped you find exactly what you needed.
I have shared your kind feedback with the Leeds team, who will be thrilled to receive your comments. Reviews like yours mean a great deal to our colleagues and help recognise the excellent service they provide every day.
We look forward to welcoming you back soon and helping you discover more pieces that you'll love.
James - Customer Experience Manager
The wrong item was sent initially
The wrong item was sent initially. I contacted Customer Services, who answered promptly and efficiently, enabling me to reorder the original item at the sale price, although the sale had finished in the interim.
May 28, 2026
Unprompted review
Reply from Jigsaw
Dear Sheena,
Thank you for taking the time to leave us a review.
I am sorry that the wrong item was initially sent to you, but I am delighted to hear that Meg in our Customer Experience team was able to resolve this quickly and ensure you could reorder the correct item at the sale price, despite the promotion having ended.
We always strive to make things right when things do not go to plan, so it is wonderful to hear that the team provided prompt and efficient support.
Thank you for shopping with Jigsaw, and we hope you enjoy your purchase.
James -Customer Experience Manager
I would like to thank Meg
I would like to thank Meg at Customer Service experience for the prompt response to my emails.
She located my order which I mistakenly ordered to be collected from store rather than my home which is what I wanted!
She has rectified my mistake.
Thank you
June 2, 2026
Unprompted review
Reply from Jigsaw
Thank you very much for taking the time to share your feedback.
I am delighted to hear that Meg was able to locate your order and assist in resolving the delivery issue for you. I will be sure to pass your kind comments on to her, as I know she will greatly appreciate hearing that her assistance made a positive difference to your experience.
Thank you again for getting in touch, and we hope you enjoy your purchase.
Aby - Customer Care Agent
All lovely
Very helpful ladies and beautiful clothes, many thanks Meg for helping me directly online.
June 1, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your lovely feedback.
We are delighted to hear that you had a positive experience with both our products and customer service. I will be sure to pass your kind comments on to Meg, who will be thrilled to know that her assistance was appreciated.
Thank you again for taking the time to share your experience. We hope to welcome you back to Jigsaw again soon.
Aby - Customer Care Agent
I have had the best customer services…
I have had the best customer services encounter I have ever had with a retail company. I submitted an order which was acknowledged but didn’t receive an email confirmation. I did this twice in case the first purchase hadn’t gone through and I really wanted the item. Again no confirmation email. I approached customer services first through the website bot which was immediately taken up by two human customer services personnel and Megan solving the entire problem within 24 hours. Even the virtual assistant was good directing my enquiry quickly to the right people. This will encourage me to seek out Jigsaw as I know there is help at hand should anything go wrong. Jigsaw has what seems to be missing in so many of the retail outlets. Well done I applaud you and thank you so much.
May 28, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your wonderful review, Dee. We’re absolutely delighted to hear about your positive experience with our customer services team.
We understand how frustrating it can be not receiving confirmation emails, so we’re pleased that Megan and the team were able to resolve everything quickly and efficiently for you. It’s also great to hear that our virtual assistant helped guide your enquiry to the right people smoothly.
Providing responsive, supportive service is incredibly important to us, so your kind words truly mean a lot. Thank you again for your support and for choosing Jigsaw, we look forward to welcoming you back soon!
Raphaella - Customer Experience Team Lead
Yas, Kaz & Amy - Amazing service
Yas, Kaz & Amy gave such amazing customer service. I needed an outfit for one of my birthday events and all three were so helpful in helping me. They made sure my friend and I was looked after. They helped me select a few items for myself and gave me space to get changed in the fitting rooms. They then gave their honest opinions on my outfits, which were positive! They really cheered me on and felt like they were my cheerleaders. They really made my day and made me feel welcome! Yas was so lovely and great with welcoming me and making me feel supported when I first walked in the store. Yas, Kaz & Amy, thank you for making my day and birthday!
May 27, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your lovely review and for taking the time to share your experience! We’re so happy to hear that Yas, Kaz & Amy made your visit so special. Providing a welcoming and supportive shopping experience is exactly what we aim for, and it’s wonderful to know the team helped you feel confident and celebrated for your birthday event.
We’ll be sure to pass on your kind words to Yas, Kaz & Amy, they’ll be thrilled to hear they made such a positive impact on your day. We hope you had an amazing birthday celebration and can’t wait to welcome you back in store again soon!
Raphaella - Customer Experience Team Lead
Customer Service at Jigsaw
As a regular shopper at Jigsaw, I was disappointed that the handbag strap broke that I had purchased over a year ago. However on contacting customer services Jigsaw agreed to refund the cost of repairing it. Meg was incredibly helpful and prompt in responding to the issue and providing a refund. It is refreshing to get proper customer service, thank you Jigsaw.
May 26, 2026
Unprompted review
Reply from Jigsaw
Dear Sarah,
Thank you so much for your lovely feedback and for taking the time to share your experience.
We’re sorry to hear about the issue with your handbag strap, but we’re delighted that Meg was able to assist and help resolve the matter promptly for you. Providing excellent customer service is incredibly important to us, so it’s wonderful to hear that this was reflected in your experience.
We truly appreciate your continued support as a valued Jigsaw customer and hope to welcome you back again soon.
Aby - Customer Care agent
I phoned with a query
I phoned with a query, the AI did not answer this so I asked for an Agent. Raphaella came on the line, she listened to me, looked into the matter and after doing some research answered my problem.,
I love Jigsaw clothes, well made, good design and last. However as a Pensioner I only buy a couple of full priced garments but plenty of sale priced ones each season.
May 12, 2026
Unprompted review
Reply from Jigsaw
Dear Cynthia,
Thank you for taking the time to leave a review. We’re so pleased Raphaella was able to help resolve your query and provide the support you needed.
It’s also lovely to hear your kind comments about our clothing quality and design. We really appreciate your continued support and hope you continue to enjoy shopping with us, whether that’s full price or sale pieces.
Kind regards,
Emilia - Customer Experience Agent
I visited Jigsaw Westbourne Grove with…
I visited Jigsaw Westbourne Grove with a friend who was trying to sort out an online issue that had turned into a complete mess. We went into the store hoping for some help, and I have to say Sam and the girls working there were absolutely amazing. They were incredibly helpful, friendly, patient and did everything they could to help resolve the situation for my friend. They deserve real credit!
However, I was honestly shocked by the conditions they were working in. There was no air conditioning in the store despite it being 35°C outside. How does a company of this calibre not have proper air conditioning? It was uncomfortable for other customers, but more importantly I felt for the staff who were trying to provide a service while working in that heat.
The girls mentioned that fans had been ordered and they gave us water but this is not fan weather, this is AC weather!
I’m sorry Jigsaw but staff shouldn’t be expected to work in those conditions, especially during extreme temperatures! Not acceptable!
May 23, 2026
Unprompted review
Reply from Jigsaw
Dear Janet,
Thank you for taking the time to share your experience following your recent visit to our Westbourne Grove store.
Firstly, I am delighted to hear your kind comments about Sam and the rest of the team. I have shared your feedback with them, and I know they will be incredibly pleased to hear how much their support, patience and professionalism were appreciated.
I would also like to thank you for raising your concerns regarding the temperature within the store. I completely understand why this was concerning, particularly during the recent period of exceptionally hot weather.
Please be assured that I have escalated your feedback to both our Head of Property and our Retail Director for review. The wellbeing of our colleagues and customers is extremely important to us, and we will of course continue to support the Westbourne Grove team whilst longer-term solutions are being considered, we have also ordered more fans and a portable aircon unit.
Thank you again for bringing this to our attention and for recognising the efforts of the team despite the challenging conditions.
James - Customer Experience Manager
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.