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
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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
I came into the shop on Saturday & was greeted by the vivacious Bryan. He not only made me feel very welcome, but went above & beyond to assist me with my purchase. I had an amazing experience & wil... See more
Company replied
Needed a dress for a wedding but feeling very insecure about my choices! It was also very hot. Chantal in the Bellevue Road shop was so helpful to me, picking out options, talking me through sizes, he... 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
955 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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Superb customer service
Needed a dress for a wedding but feeling very insecure about my choices! It was also very hot. Chantal in the Bellevue Road shop was so helpful to me, picking out options, talking me through sizes, helping with buttons and positioning fans. I’d been dreading the pressure of needing to find something and Chantal was kind and reassuring throughout. Felt like having my own personal shopper for the morning. To top it all she raced down the road to deliver me the sunglasses I’d left behind in the changing room. Superb customer service all round, and I’m even looking forward to wearing the dress!
15 July 2026
Unprompted review
Reply from Jigsaw
Hi Clea,
Thank you so much for taking the time to share such a lovely review.
We're absolutely delighted to hear about your experience with Chantal in our Bellevue Road store. Finding the perfect outfit for a special occasion can sometimes feel overwhelming, so it's wonderful to know that Chantal made the experience feel relaxed, enjoyable, and supportive.
We'll be sure to pass on your kind words to her. From helping you find the right styles and sizes to making sure you were comfortable in the heat and even running after you with your forgotten sunglasses, she truly went above and beyond. We're so pleased she made such a positive difference to your visit.
We're thrilled that you found a dress you feel excited to wear, and we hope you have a fantastic time at the wedding.
Thank you again for your wonderful feedback. We look forward to welcoming you back to Jigsaw again soon.
Customer Experience Agent - Abigail
Online order - awful experience
I was trying to order one specific pair of trousers three times. Twice my order was cancelled, once I received the size which I haven’t ordered. On the top of that, I have to pay postage cost for the wrongly sent item. Absolutely awful experience.
14 July 2026
Unprompted review
Reply from Jigsaw
Dear Anna,
Thank you for taking the time to share your feedback. I'm very sorry to hear about your experience.
I completely understand how disappointing it must have been to have two orders cancelled and then receive the incorrect size on your third order. While we do everything we can to fulfil every order, occasionally stock availability can change during processing.
I'm very sorry that we sent you the wrong item.
All of our returns are free via Reveni, our online returns partner. If you've had to pay to return the incorrect item, please get in touch with our Customer Experience team and provide your order number. We'll be happy to look into this for you and arrange a refund of the delivery charge.
We'd really appreciate the opportunity to investigate this further and help put things right.
Kind Regards,
Meg
Jigsaw Customer Experience
Five Star service in Edinburgh.
Visited the lovely Jigsaw boutique in Edinburgh.
It’s a beautiful shop with the collections well displayed.
What made the visit extra special was the first rate customer service from manager June and stylist, Ina, whose expert advice and guidance enabled me to find the perfect dress!
11 July 2026
Unprompted review
Reply from Jigsaw
Dear Jane,
Thank you so much for taking the time to share your lovely feedback.
We're delighted to hear that you enjoyed your visit to our Edinburgh boutique and that you found the store beautiful and our collections well displayed.
It's especially wonderful to hear that June and Ina made your experience so memorable. We'll be sure to pass on your kind words to them and their manager. I'm sure they'll be thrilled to know that their expert advice and attentive service helped you find the perfect dress.
Thank you again for your thoughtful comments. We truly appreciate your support and hope to welcome you back to our Edinburgh boutique again soon.
Customer Experience Care Agent - Abigail
Had the most amazing experience at…
Had the most amazing experience at Edinburgh branch, Nataliia was exceptionally helpful. Thank you !
4 July 2026
Unprompted review
Reply from Jigsaw
Dear Mrs Hutchison,
Thank you so much for taking the time to share your lovely feedback.
We're delighted to hear that you had such an amazing experience in our Edinburgh branch and that Nataliia provided such exceptional service. I'll be sure to pass your kind comments on to her and the store manager, they'll be thrilled to hear how much her help was appreciated.
Thank you again for your kind words. We really appreciate your support and look forward to welcoming you back to the Edinburgh store again soon.
Customer Experience Agent - Abigail
Visited the Beverley store on Saturday
Visited the Beverley store on Saturday, Caroline was lovely, very helpful and helped me to find the right style dress for me. Can’t wait to wear it. Thank you
11 July 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you so much for taking the time to share your lovely feedback.
We're delighted to hear that you had such a positive experience in our Beverley store and that Caroline was so helpful in finding the perfect dress for you. It's wonderful to know she was able to help you choose a style that you love.
I'll be sure to pass your kind comments on to Caroline and the store manager, they'll be delighted to hear your feedback.
We hope you enjoy wearing your new dress, and we look forward to welcoming you back to the Beverley store again soon.
Customer Experience Agent - Abigail
EDINBURGH Simply The Best
I’ve shopped the boutiques of Paris, Rome,London, but no retailer makes me more welcome, special, and carefully individually looked after than the Staff of Jigsaw Edinburgh. I am always excited to see what June and her fabulous artistic knowledgeable team will put together for me. June, Rebecca, Inna, Debbie,and Gaynor are simply the VERY BEST.
11 July 2026
Unprompted review
Reply from Jigsaw
Dear Geraldine,
Thank you so much for your incredibly kind and thoughtful feedback.
We're absolutely delighted to hear that your experiences with our Edinburgh boutique have been so memorable. To be compared so favourably with boutiques in Paris, Rome, and London is a wonderful compliment, and we're truly grateful that you took the time to share it.
It's especially lovely to hear how welcomed and cared for you feel by June and the team. We'll be sure to pass your wonderful comments on to June, Rebecca, Inna, Debbie, and Gaynor, as well as their store manager. They will be thrilled to know that their expertise, creativity, and personal service have made such a lasting impression and that they continue to make every visit a special one for you.
Thank you again for your continued support. We look forward to welcoming you back to the Edinburgh boutique very soon.
Customer Experience Agent - Abigail
Visited the Marlow store with my friend…
Visited the Marlow store with my friend who was over from Australia, we were both really impressed with the customer service. Both Renatta and Laura were so friendly and helpful. Renatta took the time to search the website to find what i was looking for and helped me order. We even went back the next day and bought more! Excellent. Thanks.
7 July 2026
Unprompted review
Reply from Jigsaw
Dear Customer,
Thank you so much for taking the time to share your lovely feedback.
We're delighted to hear that you and your friend from Australia had such a wonderful experience in our Marlow store. It's fantastic to know that Renatta and Laura provided such friendly and helpful service throughout your visit.
We're especially pleased to hear that Renatta took the time to search our website and help you order exactly what you were looking for. Going the extra mile to ensure our customers find the perfect items is something we pride ourselves on.
The fact that you enjoyed your experience so much that you came back the very next day and bought even more is the biggest compliment we could receive!
We'll be sure to pass your kind comments on to Renatta, Laura, and the store manager. They will be thrilled to know their excellent customer service made such a positive impression.
Thank you again for your wonderful feedback. We look forward to welcoming you back to Marlow again soon.
Customer Experience Care Agent - Abigail
Perfect 1
Excellent service today from one of your team members. Just what you expect from Jigsaw.
10 July 2026
Unprompted review
Reply from Jigsaw
Dear Pamela,
Thank you so much for taking the time to share your feedback.
We're delighted to hear that you received excellent service from one of our team members and that your experience reflected the high standard you expect from Jigsaw. Comments like yours are always wonderful to receive.
We'll be sure to share your kind words with the team, who will be delighted to know they made such a positive impression.
Thank you again for your support, and we look forward to welcoming you back to Jigsaw soon.
Customer Care Experience Agent - Abigail
So helpful and quick to respond.
9 July 2026
Unprompted review
Reply from Jigsaw
Dear Nicola,
Thank you so much for taking the time to share your feedback.
We're delighted to hear that you found our team helpful and quick to respond. Providing excellent customer service is very important to us, so it's wonderful to know we met your expectations.
We really appreciate your kind words and look forward to assisting you again in the future.
Customer Experience Care Agent - Abigail
Lovely helpful staff
Lovely helpful staff. Very knowledgeable and made sure I chose clothes that suited my figure
7 July 2026
Unprompted review
Reply from Jigsaw
hello Carole,
Thank you for your lovely review. We're delighted to hear that our team made your shopping experience such a positive one and that their knowledge and advice helped you find styles that suited you so well.
We'd love to pass your kind feedback on to the team who looked after you. If you happen to remember which store you visited, or the names of any of the team members, we'd be so grateful if you could let us know! I have just requested more information from you.
Thank you again for taking the time to share your experience, and we hope to welcome you back again soon.
Kind regards,
Meg - Customer Experience Agent
Excellent service in Bristol
Excellent service as ever in the Bristol store . Staff extremely friendly and helpful.
7 July 2026
Unprompted review
Reply from Jigsaw
Hello Vivienne,
Thank you for taking the time to leave such a wonderful review. We're delighted to hear that you received excellent service during your visit to our Bristol boutique!
Providing a warm and welcoming shopping experience is something we truly value, so it's fantastic to know our team made such a positive impression by being friendly and helpful. Feedback like yours means a great deal to us, and we'll be sure to share your kind words with the Bristol team. They'll be thrilled to hear them.
We really appreciate your continued support and look forward to welcoming you back for another enjoyable shopping experience soon.
Kind regards,
Meg - Customer Experience Agent
I am absolutely furious with Jigsaw
I am absolutely furious with Jigsaw. I ordered a shirt on the 30th June, with a 3-5 day delivery. I heard nothing about dispatch, so sent a request on Sunday to find out what was happening. I have just received an email to say a refund has been arranged?? You can still order this item on the website, so WHY am I not receiving it. I would have expected much more from them, unbelievably disappointed!!!
7 July 2026
Unprompted review
Reply from Jigsaw
Hello Joanna,
Thank you for taking the time to share your feedback. We're very sorry to hear how disappointed you are, and we completely understand your frustration.
While we make every effort to fulfil every order, there are unfortunately rare occasions where, after carrying out a thorough check across our warehouse and boutiques, we're unable to allocate the item due to a stock discrepancy or because it is no longer available.
We appreciate how disappointing this is, particularly when the item still appears on our website.
We've located your enquiry and have made it a priority for our Customer Experience team to review. We'll be in touch with you as soon as possible to explain what happened with your order, confirm the status of your refund, and discuss this with you directly.
We sincerely apologise for the inconvenience and appreciate your patience.
We hope to have the opportunity to restore your confidence in Jigsaw.
Kind regards,
Meg - Customer Experience Agent
Marlborough Jugsaw
The ladies in the shop were really good and super helpful. They give very honest advice which is great. Found more great clothes than I expected. I will definitely go back again.
7 July 2026
Unprompted review
Reply from Jigsaw
Hello Southcott Vineyard,
Thank you very much for your lovely review. We're delighted to hear that our Marlborough team made your visit such a positive experience.
It's wonderful to know you appreciated their honest advice and found more pieces than you expected!
We look forward to welcoming you back to the boutique again soon.
Kind regards,
Meg - Customer Experience Agent
Where's my refund?
I returned an order which was received by Jigsaw on 14 May 2026. The email received told me my refund was pending,,,, 36 business days later I am still awaiting that refund. Trying to contact the company is an exercise in frustration as there are no functional telephones and the on line bot just goes round in circles. How on earth does a company get away with cutting out all human contact which leads to non operational 'customer service'. I shall never deal with this company again.
14 May 2026
Unprompted review
Reply from Jigsaw
Dear Margaret,
We are truly sorry to hear about your experience and sincerely apologise for the delay in processing your refund, as well as the frustration you experienced trying to get in touch with us. This is not the level of service we strive to provide, and we completely understand why you feel so disappointed.
Unfortunately, your previous support tickets were closed in error by our AI support agent, which meant your request was not progressed as it should have been. We are genuinely sorry that this happened. Your case has now been escalated to our Returns Team and is being handled as a priority.
I've also emailed you directly with an update and to confirm the steps we're taking to resolve this for you.
Thank you for taking the time to share your feedback. We sincerely apologise for letting you down and appreciate your patience while we work to put things right.
Emilia - Customer Experience Agent
Bought a few dresses online for various…
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 past but this time no response - however I spoke to Emilia on the online chat and she sorted the whole thing out in about 10 minutes. I'm a longterm customer - their clothes are not for everyone but they are a go-to brand for me
6 July 2026
Unprompted review
Reply from Jigsaw
Dear Charlotte,
Thank you so much for taking the time to share your experience and for being such a loyal customer. We're delighted to hear that Emilia was able to resolve everything for you quickly and as smooth as possible. We'll be sure to pass your kind words on to her.
We're sorry to hear that you didn't receive a response through WhatsApp on this occasion, and we appreciate you bringing this to our attention. Your feedback helps us improve the service we provide.
Thank you again for your continued support. We hope you love your new dresses, and we look forward to welcoming you back again soon.
Abigail - Customer Experience Agent
Always a lovely experience shopping…
Always a lovely experience shopping here. The staff are genuinely thrilled if they can match you up with something. The quality and tailoring of the clothes is great.
4 July 2026
Unprompted review
Reply from Jigsaw
Dear Karen,
Thank you for your lovely review! We're delighted to hear you enjoy shopping with us.
It's wonderful to know our team has made such a positive impression, and we're so pleased you appreciate the quality and tailoring of our clothing. We look forward to welcoming you back again soon!
Emilia - Customer Experience Agent
Do not buy Jigsaw gift cards
Do not buy Jigsaw gift cards. I was given a generous gift card by my son for £250. When I tried to use the gift card to buy a skirt online for £80 I was advised by the chat service that in order to use the gift card I must contact customer experience & get a code. Contacting & getting help from the customer experience “service” is ridiculous. They warn you of a possible 72 hour response time but my response came after 5 days & that wasn’t a helpful response. If you use the gift card to buy online you cannot use it again in a store and you lose the balance of the payment against the value of the card. Surely this is fraudulent? I don’t want to tell my son that his generous gift has been so so awful. You can only draw the conclusion that Jigsaw are on the verge of going bust.
4 July 2026
Unprompted review
Reply from Jigsaw
Dear Margaret
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the delay in responding during what has been an exceptionally busy period. We always aim to reply as quickly as possible, and we're sorry that on this occasion we fell short of the level of service you expected.
We're also very sorry to hear about your experience using your gift card. We completely understand how frustrating this must have been, particularly as it was such a thoughtful gift from your son.
We appreciate that our current gift card process can be confusing, especially where part balances and using cards across different channels are concerned. Your comments have been shared with the relevant teams as we continue to review ways to improve the customer experience.
We would very much like the opportunity to look into your individual case and help resolve this for you. If you haven't already, please contact our Customer Experience team with your gift card details and we'll do everything we can to assist.
Thank you again for bringing this to our attention, and we hope to have the opportunity to restore your confidence in Jigsaw.
James - Jigsaw Customer Experience
Received a fantastic service from James…
Received a fantastic service from James today 03/07/26 who took the time and care to look into my order issue and process a refund. Looking forward to shopping with Jigsaw again.
3 July 2026
Unprompted review
Reply from Jigsaw
Dear Sue,
Thank you for your lovely review! We're so pleased to hear that James was able to resolve your order issue and provide such fantastic service.
We'll be sure to pass your kind words on to him. We look forward to welcoming you back to Jigsaw again soon!
Emilia - Customer Experience Agent
Team Ilkley
Called into Ilkley store, the team were absolutely fantastic, friendly and welcoming
Really helpful with outfit selection and styling advice, very knowledgeable regarding the product
A very positive experience and excellent customer service
Thank you
3 July 2026
Unprompted review
Reply from Jigsaw
Dear Sheila,
Thank you for your wonderful review! We're so pleased to hear you had such a positive experience in our Ilkley store.
It's great to know the team made you feel welcome and that their styling advice and product knowledge were so helpful. We'll be sure to pass your kind words on to the team, and we look forward to welcoming you back soon!
Emilia - Customer Experience Agent
Ordered online on afternoon on Monday
Ordered online on afternoon on Monday - paid £8 for next day delivery as going on holiday on Friday. Only half the order arrived (today is Thursday) and still no tracking number for the top to match the skirt. You go round in circles with their crappy AI agent - which they might as well switch off as it's hopeless and just generates way too much more admin than the company can actually handle. When you do submit a request through the agent - they don't reply within the time frame. So then you submit an email and it then puts it on you then on the auto reply and says if you submit more than 1 request you go back in the queue. I'd give them 5 stars for a system that really, really pisses people off - never known anything like it. It's a shame as they were so helpful in the York store just didn't have my size skirt - so ordered online. Which I will NEVER be doing again as an absolute nightmare and it's put me off their brand entirely. God knows when the 'next day delivery' item will arrive
29 June 2026
Unprompted review
Reply from Jigsaw
Dear Sarah,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience, especially as you paid for next day delivery ahead of your holiday and only received part of your order. We completely understand how disappointing and frustrating this must have been.
We're also sorry to hear that our virtual assistant and support process added to your frustration rather than helping to resolve the issue. We appreciate your honest comments, as feedback like this helps us identify where we need to improve.
It's particularly disappointing to hear that your positive experience with our York store wasn't reflected in your online shopping experience. That's not the standard we aim to provide.
Please contact us on the online chat or via email enquiries@jigsaw-uk.co.uk and one of our team will assist you further.
Raphaella - Customer Experience Agent
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