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
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
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
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
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
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
971 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
My shop of choice is Ilkley and the…
My shop of choice is Ilkley and the team are phenomenal, take time to get to know you, what you feel great in and also help you choose with more courage!! And also give great ideas on accessories and building a capsule
May 25, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your lovely review. We’re so pleased to hear the Ilkley team made you feel comfortable and confident, and helped you find styles you love.
It’s great to know you enjoyed the advice on accessories and building a capsule wardrobe too. We really appreciate your kind words and look forward to seeing you again soon.
Emilia - Customer Experience Agent
Jigsaw always delivers the best, edgy, great quality summer linen ...
I've been a committed Jigsaw shopper for years - for work and play clothes. I look forward to their Spring and Summer ranges every year because their linen garments are best quality, well-cut and a little edgy. I don't mind paying for what is superior quality and luxury. Their sales are great too - between 30-70% off. A pity several of their central London stores were closed; never mind - while small, the St Pancras Station boutique is very convenient for me. I went there today to return some items and buy some more. Olivia in the store was a delight - efficient, considerate and diligent in finding the right sizes. Well done, Jigsaw, in particular, on the Mara trousers (I now have 4 pairs) and the gorgeous green linen dress I got today - can't wait to wear it!
May 24, 2026
Unprompted review
Reply from Jigsaw
Dear Isabel M,
Thank you for taking the time to share such a lovely review
We’re delighted to hear that you’ve been enjoying our linen collections and that Jigsaw has become a trusted part of your wardrobe for both work and leisure. It’s especially wonderful to know that you’ve been returning season after season and have found pieces you truly love :)
We’ll also make sure your kind words are passed on to Olivia at our St Pancras boutique - she’ll be thrilled to hear your feedback
We really appreciate your continued support and loyalty, and we look forward to welcoming you back again soon, both online and in-store
Kind regards,
Meg - Customer Experience Agent
Customer service in the Horsham store non existent
Customer service in the Horsham store very poor, rude and abrupt. Obviously they are not happy taking in online returns. The online invoice, enclosed with my parcel, was not enough I had to show my initial email order confirmation. Then told my Apple Pay on my phone, which I used to pay, was not good enough, had to be a physical card. Not having the physical card with me, I tapped Apple Pay and it worked. I was then told abruptly next time if it was over £100 I would have to have my physical card. Not a problem, I won’t be shopping here again!
May 23, 2026
Unprompted review
Reply from Jigsaw
Dear Neil,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about your experience in our Horsham store.
This is not the level of service we would expect, and I completely understand how frustrating and disappointing this must have been, particularly when you were simply trying to complete an online return.
Your comments regarding the documentation requested and the payment verification process have been noted, and I will ensure this is fed back to the relevant retail team for review.
If you would like us to look into this further or assist you directly, please do reach out to our Online Customer Services team, who will be happy to help and ensure your feedback is fully followed up.
Best wishes,
Meg - Customer Experience Agent
Help as quality as the garments
Meg was super helpful and didn’t stop with my query until it was resolved.
May 21, 2026
Unprompted review
Reply from Jigsaw
Dear Jenny,
Thank you so much for taking the time to share your feedback.
What a wonderful read! I am absolutely delighted to hear about your experience with Meg. She is a valued member of our Customer Experience team, and it’s fantastic to know that she remained committed to resolving your query and provided the level of service we strive to deliver for every customer.
I will personally ensure that your kind comments are passed on to Meg. I know she will be thrilled to hear that her dedication and persistence made such a positive difference to your experience.
Thank you again for your support and for choosing Jigsaw. We look forward to welcoming you back again soon.
James- Customer Experience Manager
Great support and service when…
Great support and service when arranging a return.
May 21, 2026
Unprompted review
Reply from Jigsaw
Dear Joanne,
Thank you for taking the time to leave us a 5 Star review!
We're delighted to hear that you received great support and service when arranging your return. Our Customer Experience team works hard to make the process as simple and seamless as possible, so it's wonderful to know we were able to help.
We truly appreciate your feedback and thank you for choosing Jigsaw. We look forward to welcoming you back again soon.
James -Customer Experience Manager
At the Leeds branch
At the Leeds branch, Hannah, Kate, and Millie provided exceptional service. They were friendly, patient, and offered genuinely helpful suggestions throughout my visit. They are a real credit to Jigsaw. I’m very pleased with my purchase today and truly appreciated their friendly and excellent customer care.
May 17, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your lovely feedback. We’re delighted to hear that Hannah, Kate, and Millie provided such exceptional service during your visit to our Leeds store.
We’ll be sure to pass your kind comments on to the team, who will be thrilled to hear they made your shopping experience such a positive one. We hope you continue to enjoy your new purchase and look forward to welcoming you back again soon.
Emilia - Jigsaw Customer Care Agent
Previous Loyal Customer - Shocking Customer Service Cancelled That
I have been a customer of Jigsaw for a number of years, however my recent experience with their "Customer Service" team means I will never shop with them again.
I purchased an item in store that ripped in the washing machine during its first wash. As the store is over an hour away to drive, I raised a query with the Customer Service desk online showing the receipt and pictures of the damaged item. "Abigail" reached out to me to tell me I would be contacted for a refund.
This was coming up to three weeks ago. I've still have no phone call. This is despite me being told this has been escalated as a "priority" due to me waiting so long.
I tried raising a query today via their online chat, but according to "Meg" no one else can help me as "Abi" is dealing with the request.
It's absurd.
April 30, 2026
Unprompted review
Reply from Jigsaw
Hi Laura,
We’re very sorry to read about your recent experience and can completely appreciate how disappointing this must have been, especially after waiting so long for an update. This is certainly not the level of service we aim to provide.
Please be assured that Abi and our Team Lead, Raphaella, are currently reviewing your case and will be in touch with you shortly.
Kind regards,
Emilia - Customer Experience Agent
Good customer service
My five stars are for the personal (non Bot) customer service I received from Emilia with regards to my order.
She was polite and reactive which feels like a lost service in these times of online shopping.
Part of my order was delayed and I’d paid for expedited delivery. When I brought this up I was refunded immediately without fuss.
The two dresses I bought are lovely but it’s thanks to Emilia’s service that will make me a return customer.
May 16, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for taking the time to share your experience with us. We’re thrilled to hear that Emilia provided the kind of personal and attentive service that made such a positive impression. We completely understand how important clear and responsive support is, especially when there’s an issue with an order, and we’re so pleased Emilia was able to resolve this quickly for you.
It’s also wonderful to hear you’re loving your new dresses! Your kind words mean a great deal, and we’ll be sure to pass your feedback on to Emilia. We truly appreciate your support and look forward to welcoming you back again soon.
Raphaella - Jigsaw Customer Care Agent
Great staff at Battersea power Station…
Great staff at Battersea power Station and so helpful! Can't beat an inhouse experience !
May 15, 2026
Unprompted review
Reply from Jigsaw
Thank you so much for your kind words! We’re delighted to hear you had such a positive experience with our team at Battersea Power Station. Providing a welcoming and personal in-store experience is what we’re all about, so it’s wonderful to know our staff made such a great impression. We look forward to seeing you again soon!
Raphaella - Jigsaw Customer Care Agent
Visited the Nottingham store yesterday…
Visited the Nottingham store yesterday and Jo was great in helping me make some great choices. Thank you so much.
May 14, 2026
Unprompted review
Reply from Jigsaw
Hello,
Thank you so much for taking the time to share this lovely feedback.
We’re delighted to hear you had such a positive experience in our Nottingham store, and that Jo was able to help you find some great pieces. I’ll be sure to pass your kind words along to her and the wider team, it will mean a great deal to them.
We hope you enjoy your new purchases and look forward to welcoming you back again soon.
Abigail - Jigsaw Customer Care Agent
Incredible customer service in the…
Incredible customer service in the Bellevue London store. Thank you
May 14, 2026
Unprompted review
Reply from Jigsaw
Hello,
Thank you so much for your lovely feedback.
We’re delighted to hear you received incredible customer service in our Bellevue London store. I’ll be sure to share your kind words with the team, feedback like this truly means a lot.
We hope to welcome you back again very soon.
Abigail - Jigsaw Customer Agent
Fantastic service from Joanne in the…
Fantastic service from Joanne in the Nottingham branch. Helpful, informative and knowledgeable about the product I was interested in - the camisoles. Would definitely recommend the store and the team
May 14, 2026
Unprompted review
Reply from Jigsaw
Hello,
Thank you so much for taking the time to share such wonderful feedback with us.
We’re delighted to hear that Joanne provided such fantastic service during your visit to our Nottingham store. It’s lovely to know she was able to help with informative and knowledgeable advice on the camisoles you were interested in.
I’ll be sure to pass your kind comments along to Joanne and the wider team, they will be so pleased to hear this. Thank you as well for your recommendation; it truly means a great deal to us.
Abigail - Jigsaw Customer Agent
Fabulous experience with the Customer Service Team!
Fabulous experience with the jigsaw customer service team - one of the team remembered my query from the previous week which meant I didn't have to repeat myself on the same topic! Great service - thank you!
May 11, 2026
Unprompted review
Reply from Jigsaw
Hello,
Thank you so much for your lovely feedback.
We’re so pleased to hear you had such a positive experience with our customer service team, and especially that your previous query was remembered, we know how important it is to feel genuinely looked after without having to repeat yourself.
Your kind words truly mean a lot, and I’ll be sure to share them with the team.
Abigail - Jigsaw Customer Care Agent
Absolutely wonderful experience in this…
Absolutely wonderful experience in this store! Lovely friendly team headed up by Christiana the manager, very attentive and giving great feedback on outfits! A very smooth and enjoyable experience had in store! Thank you for my lovely items!! 🙏
May 9, 2026
Unprompted review
Reply from Jigsaw
Dear Fiona,
Thank you for your lovely feedback! We’re so pleased to hear you had such a positive experience in store and that Christiana and the team helped make your visit enjoyable and seamless.
We’ll be sure to share your kind comments with them, they’ll really appreciate it. Enjoy your new pieces, and we hope to see you again very soon!
Best wishes,
Raphaella - Customer Experience Agent
What a delight to be greeted and…
What a delight to be greeted and attended to by Monica at the Strand location. So kind and professional with very helpful suggestions and a discerning eye to support me in making my final purchase decisions. Highly commend her for her customer service and friendliness
May 10, 2026
Unprompted review
Reply from Jigsaw
Dear Monica,
Thank you for taking the time to leave such a lovely review. We’re so pleased to hear Monica made your visit to our Strand store such an enjoyable one. Her attentive service, expert advice, and friendly approach are exactly what we hope every customer experiences when shopping with us.
We’ll be sure to share your kind words with her, she’ll be delighted. We look forward to welcoming you back again soon.
Best wishes,
Raphaella - Customer Experience Agent
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.
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.