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
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
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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
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
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Agent (Emilia) was very efficient and…
Agent (Emilia) was very efficient and responsive to my request.
April 16, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your feedback and your 5 Star review :)
I am really pleased to hear that Emilia was efficient and responsive in handling your request. I’ll be sure to pass your kind comments on to her.
If there’s anything else we can help with, please don’t hesitate to get in touch.
James - Customer Experience Manager
Fantastic customer service!
Visited Jigsaw in Ilkley today and couldn't recommend enough. The two ladies in the store were friendly, welcoming and so helpful as I had a disappointing morning trying to find a wedding outfit on other stores ( size 18-20). They brought me lots of things, got lots of sizes from the back out and really made me feel as ease. I found a lovely dress thanks to them both, so thank you!
April 16, 2026
Unprompted review
Reply from Jigsaw
Dear Sarah,
Thank you so much for taking the time to share your experience in our Ilkley store. We’re delighted to hear that our team were able to support you and help turn a frustrating morning into a positive shopping experience.
It’s wonderful to know they made you feel comfortable, brought out different options and sizes, and helped you find a dress for your wedding. We will make sure your kind words are passed on to them, they will be thrilled to hear your feedback.
We really appreciate your support and hope you enjoy wearing your dress on such a special occasion.
Aby - Jigsaw Customer Agent
A breath of fresh air. - Battersea Power Station
I am not one to write reviews, however this team and store deserve the praise. As I walked in, I was approached with a friendly smile and welcomed instantly. I was asked if I needed assistance and was helped along the way to pick out an outfit for my wife, (being a man this can be very difficult) but the girls in store were very attentive and supportive. They helped me pick out a set, and some matching jewels to compliment the whole fit. My wife was super impressed when I handed the items over, and she looked FABULOUS! The store overall is very well laid out and appeals to the eye. You can see they take care of cleanliness, and are very good at what they do. They were very engaging and friendly, I had an exceptional experience and really hope this reaches the relevant departments. Yaz, Amy and team are a complete asset to your organisation and deserve every penny they work for. Thank you! 🙏
April 15, 2026
Unprompted review
Reply from Jigsaw
Dear Charlie,
Thank you so much for your kind words and for taking the time to share your experience with us, we truly appreciate your positive feedback.
It was an absolute pleasure welcoming you into the store, and we’re so glad to hear that our team could make the process of finding the perfect outfit for your wife an enjoyable one. Yaz, Amy, and the rest of the team will be delighted to know they made such a great impression.
We’re thrilled your wife loved the outfit and felt fabulous, that’s exactly what we aim for. We look forward to welcoming you back to the store again soon.
Aby - Jigsaw Customer Agent
Excellent customer service online
Raphaella From customer service was very helpful in resolving an issue quickly.
April 15, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your feedback. We’re so pleased to hear that Raphaella from our customer service team was able to resolve your issue quickly and provide helpful support. We’ll be sure to pass on your kind words to her. We really appreciate you taking the time to share your experience.
Aby - Jigsaw Customer Agent
Jigsaw Battersea store
Jigsaw Battersea store , amazing service as always , great atmosphere, super informed service , I left feeling amazing ! This team need recognition !
April 15, 2026
Unprompted review
Reply from Jigsaw
Dear Carrie,
Thank you so much for your lovely feedback. We’re absolutely delighted to hear you had such a great experience at our Jigsaw Battersea store.
It means a lot to know the team created such a welcoming atmosphere and provided knowledgeable, attentive service, helping you leave feeling amazing is exactly what we strive for. We’ll be sure to share your kind words with the team, they’ll be thrilled to hear this recognition.
We can’t wait to welcome you back again soon
Aby - Jigsaw Customer Agent
Kaz and Yaz were amazing!
Kaz and Yaz were amazing!! Such lovely customer service, an asset to the Jigsaw team truly! Very helpful and smooth service from both and very welcoming :) a pleasant experience.
April 15, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you so much for your lovely feedback — we’re absolutely delighted to hear about your experience.
Kaz and Yaz will be thrilled to receive your kind words; we’re very proud to have them as part of the Jigsaw team. It’s wonderful to know they made your visit feel so welcoming and seamless.
We truly appreciate you taking the time to share this, and we look forward to welcoming you back again soon.
James - Customer Experience Manager
The staff at the Strand Jiigsaw deserve a round of applause!
The staff at the Strand Jiigsaw were very helpful when I visited the store yesterday. The lady who took care of me recognised my size immediately without asking, gave me helpful and truthful feedback when I asked her opinion ( rare from any store staff, and always appreciated! ), and the team working there made sure I could enjoy a peaceful browse, undisturbed or pressurised. A very enjoyable experience, thanks!
April 14, 2026
Unprompted review
Reply from Jigsaw
Hi Caroline,
Thank you so much for your wonderful feedback — it truly means a lot to us.
We’re delighted to hear about your experience in our Strand store. Providing thoughtful, genuine service — without pressure — is exactly what we strive for, so it’s fantastic to know the team created such a relaxed and enjoyable visit for you. I’ll be sure to pass your kind words on to them; they’ll be incredibly pleased to hear this.
Thank you again for taking the time to share your experience, and we very much look forward to welcoming you back soon.
James - Customer Experience Manager
perfect jeans!
perfect jeans!!
I recently ordered the ‘Lucia’ jeans from the website and the fit is just perfect! I need a pair in every colour
very swift delivery
April 9, 2026
Unprompted review
Reply from Jigsaw
Dear Lauren,
Thank you so much for your lovely review — we’re so pleased to hear you’re loving the Lucia jeans!
Finding the perfect fit can be a challenge, so it’s fantastic to know these worked so well for you.
Thank you again for taking the time to share your feedback, and we hope you continue to enjoy wearing them.
James - Customer Experience Manager
I was waiting over a week for my order…
I was waiting over a week for my order to be dispatched, so I filled out an online form to contact customer services to chase up (very politely, I was in no rush to receive my item). I got no response, but an automated refund notice spat back at me with no explanation. Considering times are hard for the high street, Jigsaw should be doing more to cling on to all the custom they can get. You would have thought customer service shouldn’t be letting their other departments down like this, because I know it will be the designers and buyers that get the pressure when the sales drop (I’m in the industry so I know!)
April 13, 2026
Unprompted review
Reply from Jigsaw
Dear Sarah
Thank you for taking the time to share your feedback — I’m really sorry for the experience you’ve had.
I completely understand how frustrating it must have been to wait for your order, reach out for an update, and then receive a refund without any explanation. That’s not the level of communication or service we expect to provide.
This was caused by a combination of our recent warehouse move and high demand during our mid-season sale, which unfortunately led to delays in dispatch and some orders being cancelled when stock availability changed. I appreciate how disappointing this is, especially when you were happy to wait.
We are now in a much more stable position operationally and have made improvements to ensure better communication and fulfilment going forward.
Thank you again for your honest feedback — and I completely take on board your point around the wider impact on the brand.
James- Customer Experience Manager
Ordered a dress and received a jacket
Ordered a dress and received a jacket .
Customer service is awful . It’s not acceptable to put a helpline telephone number on an invoice and then be told it no longer exists. The chat bot was useless , I was not contacted after 48 hours . Had to try the tedious process again
Will not be buying from Jigsaw again .
In a competitive field customer service is most important to me . Now I have to hope my refund is processed as the dress is no longer available.
April 13, 2026
Unprompted review
Reply from Jigsaw
Hi Amanda,
Thank you for your feedback, and I’m really sorry to hear about your experience.
Receiving the wrong item is frustrating enough, but I completely understand how disappointing it must have been to then struggle to get the support you needed. This is not the level of service we aim to provide.
I can see that Olivia has been looking after your case, and I will ensure this is followed through as a priority.
In regard to our Digital Assistant, it is designed to support with simple queries, and we are actively making improvements to ensure customers can reach an agent more easily when needed. I’m sorry this wasn’t your experience, and that you weren’t contacted within the expected timeframe.
Please be assured that your refund has been processed and you should have recieved a confirmation email.
Thank you again for bringing this to our attention, and I’m sorry we’ve let you down on this occasion.
James - Customer Experience Manager
Excellent service from Meg today
Excellent service from Meg today. Thank you so much!
April 12, 2026
Unprompted review
Reply from Jigsaw
Morning Rabia,
Thank you so much for your kind feedback — we’re delighted to hear about your experience.
I’ve shared your comments with Meg in our Customer Experience team, and she was absolutely delighted to see. It’s always great to recognise the team when they deliver such excellent service.
We really appreciate you taking the time to share this, and we look forward to helping you again soon.
Emilia - Jigsaw Customer Experience
Surprised by negative reviews
I'm surprised by the negative reviews. I recently had to return an item because the colour was inaccurately depicted on their website, which admittedly was annoying. But the customer service was excellent. The response was immediate and very helpful.
April 3, 2026
Unprompted review
Reply from Jigsaw
Dear Elizabeth,
Thank you so much for your balanced and thoughtful feedback. We really appreciate you taking the time to share your experience.
I’m sorry to hear the colour wasn’t as expected, but I’m delighted that our Customer Experience team were able to support you quickly and helpfully. Olivia will be especially pleased to read your kind words.
Thank you again for your understanding, and we hope to welcome you back again soon.
James - Customer Experience Manager
Delayed returns, refunds & orders cancelled
I want to support Jigsaw. A British company focusing on quality however, the service is terrible. On each recent occasion - returns and refunds have been seriously delayed - once, just over a month. I’ve just chased up a recent order to find out 7 days later it has been cancelled due to lack of stock. I now also have to face a long wait for the refund no doubt. I’m afraid I no longer have any incentive to shop at Jigsaw. They need to do better.
April 12, 2026
Unprompted review
Reply from Jigsaw
Dear Nic,
Thank you for your honest feedback — and I’m really sorry for the experience you’ve had.
It means a great deal that you want to support Jigsaw, which makes it even more disappointing to hear that we’ve let you down on multiple occasions. Delayed refunds and cancelled orders, especially after waiting, are understandably frustrating and not the standard we aim to deliver.
The recent issues you’ve experienced have largely been driven by our warehouse move, alongside periods of high demand, which have impacted both stock availability and refund processing times. That said, this is not an excuse — we know we need to do better.
We are now in a much more stable position, and I want to reassure you that refunds are currently being processed within 4–5 days. We are also continuing to improve stock accuracy and fulfilment to reduce cancellations.
If you’re open to it, I would really value the opportunity to restore your confidence in us. Please feel free to share your order details, and I will personally ensure everything is reviewed and resolved as quickly as possible.
Thank you again for taking the time to share your feedback.
Olivia - Customer Experience Agent
In store purchase
My most recent experience with Jigsaw was in their Edinburgh store on George Street. The staff in store couldn’t have been more helpful. Not pushy but supportive in helping me make a decision on a jacket. I was also looking for an item that was out of stock in store and they tracked it down and put an order in for me. Excellent customer service!
I find their clothes stylish and of a high quality. I wouldn’t hesitate to recommend Jigsaw.
April 11, 2026
Unprompted review
Reply from Jigsaw
Dear Carole,
Thank you so much for taking the time to share your experience with us.
We’re absolutely delighted to hear how well you were looked after by our Edinburgh George Street team. Striking that balance between being supportive and giving you space to choose is so important to us, so it’s wonderful to know they got it just right while helping you find the perfect jacket.
We’re also really pleased they were able to track down your item and arrange it for you, going that extra mile is exactly what we aim for. Your kind words about our quality and style truly mean a lot.
Thank you again for your recommendation, and we hope to welcome you back in store again very soon.
Aby - Jigsaw Customer Agent
I am appalled at Jigsaw online
I am appalled at Jigsaw online! I ordered a top online but after 5 days ( and having already paid for it) I still hadn’t heard from them. I have tried SEVERAL times to enquire what’s happening ( via Chatbot and message request) but the link continually fails. It basically sends me back to the beginning of the enquiry. Unhelpful and frustrating . There isn’t even a proper email to send a complaint to!
April 11, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for getting in touch, and we’re very sorry to hear about the frustration you’ve experienced with your recent order and attempts to contact us.
We completely understand how disappointing it must be not to receive updates after placing your order, and even more so when you’ve then struggled to reach us through our chatbot and message systems. This is not the experience we want for our customers.
We are currently experiencing a higher than usual volume of enquiries, and alongside this, we are in the process of making improvements to our digital customer service channels. We’re very sorry for the inconvenience this has caused. We also appreciate your feedback regarding email contact.
We would really like to help resolve this for you as quickly as possible. If you’re willing to update your review with your order number, we can locate your order immediately and provide you with a clear update. Alternatively, please reply with your order number and we will investigate this as a priority.
Thank you again for your patience, and we’re very sorry for the frustration caused.
Aby - Jigsaw Customer Agent
Horrendous customer service.
Horrendous customer service.. Just an endless cycle of chatbots and a lack of accountability from the humans ... Thanks for your patience seems to be the favourite phrase.. I've been chasing my order for a week with now and I'm no better informed about why my order hasn't been dispatched... Bring back the phoneline so customer service cant hide behind chat lines... Apalling service!
April 10, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your feedback, and we’re very sorry to hear about your recent experience. We understand how frustrating it is to be left without clear updates on your order and to feel stuck in a cycle of automated responses without direct support. We also appreciate your comments regarding the absence of a phone line, and we’re sorry for the inconvenience this has caused.
We are actively working to improve our systems to make them more efficient, reliable, and easier for customers to get timely support. If you would be willing to update your review with your order number, we would be happy to look into this directly and provide you with a clear update as quickly as possible. Alternatively, please reply with your order number and we will prioritise this for you.
Aby - Jigsaw Customer Agent
I have been shopping at Jigsaw online…
I have been shopping at Jigsaw online or visiting a store for a few years now and I have always enjoyed excellent customer service. This time I shopped online and needed help with a query. I used their chat service and was put through to Meg who helped me and found a solution to my problem.
April 9, 2026
Unprompted review
Reply from Jigsaw
Dear Kris,
Thank you so much for taking the time to share your experience with us. We’re delighted to hear that you’ve consistently enjoyed excellent customer service when shopping with Jigsaw, both online and in-store.
It’s especially wonderful to know that Meg was able to assist you effectively and provide a solution to your query. We’ll be sure to pass along your kind words to her.
We truly appreciate your continued support and look forward to serving you again in the future.
Aby - Jigsaw Customer Agent
If you buy online and need any help…don’t expect it
If you buy online and need any help with the order - they send a delivery note with a phone number to ring. It is answered by automation. The voice says the number is no longer in use ! You are told use their automated bot system or WhatsApp…. Both ignored by customer service as you enter a queue. You get to no 1 after waiting hours. They then drop you. You go back to the end of the queue. If it’s real?
I paid express delivery of £8. They only sent half the order. Still to receive the second half. No point as I paid to get next day - to wear the items.
April 10, 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you for your feedback. We’re really sorry to hear about your recent experience, particularly the difficulty you faced when trying to contact us and the delay with your order.
We understand how frustrating this must have been especially after paying for express delivery and not receiving your full order in time. That’s certainly not the level of service we aim to provide.
At the moment, we are experiencing a high volume of enquiries, and while we are doing our best to respond as quickly as possible, we recognise that this has impacted our response times and overall service. We also appreciate you highlighting the issue with the phone number on the delivery note, as well as your experience with our chat and WhatsApp services. Your feedback is important, and we will take this on board as we work to improve our systems and communication.
If you would be happy to update your review with your order number, this would allow us to look into your case in more detail and assist you further as quickly as possible.
In the meantime, we would really like to resolve this for you. Alternatively, you’re very welcome to reply directly with your order details so we can investigate the missing items and review the delivery charge for you.
Thank you for your patience, and again, we’re very sorry for the inconvenience caused.
Aby - Jigsaw Customer Care Team
Thank you Stratford on Avon.…
I had excellent help & a very pleasant time earlier in the Stratford on Avon store in Bridge St. Lara was so helpful & didn’t make me feel embarrassed because I am elderly. She is a credit to your brand. Also, the manager, Sarah went out of her way to try to find the Jeans in a different colour. Lara has such a positive attitude, she is excellent. They both went to trouble to find what I was looking for. More staff like them on your shop floors.
I don’t rate your AI at all, zero. Just kept telling me they didn’t understand what I was saying! Dreadful service.
I hope you pass my compliments onto about the excellent service today in Stratford on Avon.
Sue Jones.
April 9, 2026
Unprompted review
Reply from Jigsaw
Hi Sue,
Thank you so much for taking the time to share your experience with us – it truly means a lot.
I’m absolutely delighted to hear about the wonderful service you received in our Stratford-upon-Avon store. Lara and Sarah will be so pleased to hear your kind words. It’s fantastic to know they made you feel comfortable and supported, and went the extra mile to help you find what you were looking for. I will make sure your feedback is shared with both of them and their wider team – they are a real credit to Jigsaw.
I’m very sorry to hear about your experience with our AI assistant. Your feedback has been fully taken on board, and we are continuously reviewing how this service works to ensure it better supports our customers. The AI is designed to help with simple queries, but I completely understand how frustrating it can be if it doesn’t recognise what you need.
If you ever need assistance in future, I would recommend contacting us via WhatsApp, where you will be connected directly with a member of our Customer Experience team rather than our digital assistant. We’re always here to help and will ensure you receive the support you need.
Thank you again for your kind feedback – it really does make a difference.
James - Customer Experience Manager
Returns process is not acceptable
I bought a pair of boots from Jigsaw online on 7 March 2026. I returned the boots via Royal Mail on 16 March and received an email from Reveni to let me know that the return was delivered to Jigsaw on 18 March. Today it is the 7 April and I have still not received a refund. I posted returns to Reiss, Sezane and John Lewis on the same day. Sezane refunded me the day after postage, John Lewis refunded me two days later and Reiss refunded me on the 26 March. Why is the Jigsaw returns process so inefficient? It must be a deliberate choice on their part to keep shoppers waiting as long as possible for a refund. Unfortunately it leaves a very bad impression and I will not shop with Jigsaw again.
EDITED TO ADD: Today it is the 13 April and I have still not received a refund. It is nearly 4 weeks and, taking into account the Easter bank holidays, it is the 16th working day since the item was returned to Jigsaw. Under UK law, online retailers must issue refunds within 14 days of receiving returned goods. I will now progress to a letter before action and the small claims court, which is a lot of effort and very time consuming. I would not recommend buyers to shop online with Jigsaw.
April 7, 2026
Unprompted review
Reply from Jigsaw
Dear Anna,
Thank you for taking the time to share your experience, and we’re very sorry to hear about the delay in receiving your refund.
We completely understand how frustrating this must feel, especially given how quickly you’ve experienced refunds with other retailers. This is certainly not the experience we want for our customers, and we appreciate you bringing it to our attention.
As part of some recent changes, we’ve moved over to a new warehouse system. While this is a positive step for us long-term, it has unfortunately caused some temporary delays in processing returns and issuing refunds. We’re working hard to get everything running smoothly again as quickly as possible.
We would really like to resolve this for you. If you’re happy to update your review with your order number, we’ll be able to locate your return straight away and assist you further without delay. Alternatively, you’re very welcome to reply with your order number and we’ll look into this for you as a priority.
Thank you again for your patience and understanding, and we’re very sorry for the inconvenience caused.
Aby - Jigsaw Customer Agent
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