Missing order 1383141JIG and refund not issued. Hello Abigail Thank you for getting back. It seems this is the only way of communicating with Jigsaw and it is very frustrating and disap... Mehr ansehen
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Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
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Das sagen Bewerter
I visited the shop today and found the staff really helpful. Sarah helped me pick out items that suited me and gave great feedback on sizes and styles. It was a really enjoyable and reassuring experie... Mehr ansehen
Unternehmen hat geantwortet
Visited Nottingham store and had the best shopping experience Staff were super friendly and helpful without being pushy Left feeling really happy with my purchases, good quality stuff and took me... Mehr ansehen
Unternehmen hat geantwortet
Visited in Marlow yesterday, the best Jigsaw store. Bought 8 or 10 items as the service was warm, friendly and most helpful. Outstanding customer service by Renata, she brought out all the colours an... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
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.
Kontaktinformationen
Kew Studios, 159 Mortlake Road, TW9 4AW, Kew, Vereinigtes Königreich
- enquiries@jigsaw-uk.co.uk
- www.jigsaw-online.com
3,1
Akzeptabel
1116 Bewertungen
Keine aktuellen Aufzeichnungen über Bewertungseinladungen
Dieses Unternehmen hat Kunden in letzter Zeit nicht zur Bewertungsabgabe eingeladen, daher sind die Bewertungen möglicherweise nicht repräsentativ.
Hat 98 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
So nutzt dieses Unternehmen Trustpilot
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Das haben sich andere Leute angesehen
Had the pleasure of meeting Inci in the…
Had the pleasure of meeting Inci in the Harrogate store today who was very helpful and friendly , giving me good advice when looking for something to wear over the festive period . A rewarding experience in a lovely setting in Harrogate with the lovely ladies in Jigsaw , thankyou 🤩
23. Oktober 2026
Bewertung ohne vorherige Einladung
This is now approx the 6th or 7th time…
This is now approx the 6th or 7th time I have tried to contact Jigsaw about a missing order. As per my previous messages, my order was left outside my block of flats on the pavement and unsurprisingly was stolen. I have been told on several occasions you are investigating but I am unclear what this is and why it has taken 2 whole months. This is absolutely ridiculous and I will never be shopping at Jigsaw again. please can my refund be processed as a matter of urgency.
Under section 29 of the Consumer Rights Act 2015, goods stay at the trader’s risk until they come into the physical possession of the consumer, or a person the consumer has identified to take possession of them. A parcel left on the pavement hasn’t didn't reach me and therefore you are obliged to refund me as this is a breach of contract.
23. August 2026
Bewertung ohne vorherige Einladung
Jigsaw sent my parcel to an incorrect…
Jigsaw sent my parcel to an incorrect address so it was returned to them , I never received it. It is impossible to speak to someone. I used the online web chat 7 days ago and have not received a refund. I want my money back. Beware…
My order number is 1388031JIG
I even called your main shop at Kew who told me to email them which I did and I have heard nothing. I asked for the parcel to be delivered to an Inpost locker but it was sent out by Royal Mail, who returned it to Jigsaw.
Since being asked by Jigsaw almost 24 hours ago for my order number which I provided immediately, I have heard nothing. It is now 8 days since Jigsaw sent the parcel using the wrong courier and it was returned to them and I am no wiser about getting my money back. Buyer beware….
17. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Catherine,
Thank you for your feedback, and I am sorry to hear your parcel was delivered to the wrong address and that you are still waiting for a refund.
Please get in touch with your order number and we will look into this for you straight away.
Kind regards,
Meg
Customer Experience Agent
Never received refund, chatbot is useless
Hello Jigsaw Customer Service Team, I am writing this review to complain about a refund I never received and about the Whatsapp "AI-powered" useless means of communication with you. Like other before me, I hope to get a response from you via this channel. Order n° is 1370571JIG, from 3 Sept and item returned is the Linen Strappy Sundress in Brown, size L. I went to pick up the item from the shop, but it was faulty and they offered to return it on my behalf. Big mistake! They "removed" the item from the order, but I never received a refund for it. I checked again with the shop last week and they said there is nothing they can do about it but also could not advise if the item was returned to your warehouses, or if a refund is being processed. The Whatsapp number is completely useless, it keeps asking for the order number, then follows-up to say they will get back within 5 business days and when I message, the same cycle repeats itself like a Groundhog Day! it is a waste of your money! Please issue a refund for the item listed above at the earliest convenience. With thanks, S
3. September 2026
Bewertung ohne vorherige Einladung
Missing order 1383141JIG and refund…
Missing order 1383141JIG and refund not issued.
Hello Abigail
Thank you for getting back. It seems this is the only way of communicating with Jigsaw and it is very frustrating and disappointing. Your confirmation for a refund is incorrect. I have not been issued with a refund for the following items, which I urge you to please issue.
Order 1383141JIG
Inpost tracking JJD0002234257095650
Items waiting for refund
Product 1:Leather Mini Saddle Bag | TanONE
Product 2 : Lace Cami | BlackXS BlackJ50646_BK000XS
Product 3: Pave Chain Bracelet GoldJ53003_YE004ONE
I am waiting for my refund and I would like all my personal details to be deleted from Jigsaw.
Thank you
5. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Klea,
Thank you for your email.
I am sorry to hear about your frustration and for the difficulties you have experienced contacting us.
I have checked your order 1383141JIG and can see that the refund for the returned items has been processed. If the funds have not yet appeared in your account, please allow 3-5 working days for your bank to complete the transaction. If this timeframe has passed, please let us know and we will investigate further with our Finance Team.
The items in question are:
Leather Mini Saddle Bag | Tan
Lace Cami | Black XS
Pave Chain Bracelet | Gold
I also note your request to have your personal data deleted from our records. To proceed with this, please contact our Data Protection team or submit a formal data deletion request through our Privacy process, and the appropriate team will be able to assist you.
I apologise again for the inconvenience caused and appreciate your patience while this matter is resolved.
Abigail - Customer Experience
I’ve only worn them 3–4 times.
I’ve only worn them 3–4 times. The boots have started to fade, but I didn’t realise until recently when I wore them with white socks and noticed they’d stained my socks black. I’ve tried contacting customer service, but no one responses..
18. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Customer,
Thank you for getting in touch.
I'm very sorry to hear that your boots have started to fade and have transferred colour onto your white socks after only a few wears. I appreciate how disappointing this must be, particularly given how little they have been worn.
I'm also sorry that you've had difficulty reaching our Customer Service team and have not received a response sooner.
To enable us to look into this for you, could you please send us:
Photographs of the boots clearly showing the fading.
A photograph of the staining, if available.
Your order number or proof of purchase, you can do this via the support section of the Jigsaw website
Once we have received these details, we will investigate the matter and get back to you with the most appropriate resolution.
We look forward to hearing from you and resolving this as quickly as possible.
Abigail - Customer Experience
Great shopping experience
I visited the shop today and found the staff really helpful. Sarah helped me pick out items that suited me and gave great feedback on sizes and styles. It was a really enjoyable and reassuring experience and I left with some beautiful new items! Thank you Jigsaw and Sarah!
20. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Henrietta,
Thank you so much for taking the time to share your feedback.
We are delighted to hear that you had such a positive shopping experience and that Sarah was able to help you find items that suited you. It's wonderful to know that her advice on sizing and styles helped make your visit both enjoyable and reassuring.
I will be sure to pass your kind comments on to Sarah and the team. We know they will be thrilled to hear how much you appreciated their assistance.
Thank you for choosing Jigsaw, and we hope to welcome you back in store again soon
Abigail - Customer Experience
Great service
I struggle with sizing issues so I emailed to ask for assistance. They were extremely helpful and offered lots of guidance on the jeans. Really pleasant and I was pleased with my resulting purchase.
15. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Customer,
Thank you for taking the time to share your feedback.
We are delighted to hear that you had such a positive experience with our Customer Service team. Finding the right fit can sometimes be challenging, so it's wonderful to know that the guidance provided helped you make the right choice when selecting your jeans.
Your kind comments about the helpful and pleasant service you received are greatly appreciated, and we are especially pleased that you are happy with your purchase.
Thank you for choosing Jigsaw, and we hope you continue to enjoy your new jeans. We look forward to assisting you again in the future.
Abigail - Customer Experience Agent
Thank you Jigsaw for dealing with my…
Thank you Jigsaw for dealing with my problem within three weeks and sending me a refund. I was able to reorder my item which arrived safely.
15. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Julie,
Thank you for taking the time to share your feedback.
We are pleased to hear that your issue was resolved and that you have now received your refund. It's also great to know that you were able to reorder the item and that it arrived safely.
We appreciate your patience while we investigated the matter and apologise again for the inconvenience caused. Your feedback is invaluable to us, and we are grateful that you gave us the opportunity to put things right.
We hope you enjoy your purchase and look forward to welcoming you back to Jigsaw in the future.
Abigail - Customer Experience Agent
Katy Market Harborough store.
Katy, Sarah and Isabel in the Market Harborough store are all friendly and helpful without being pushy.
I went to a fashion show organised by them and others this week and it was a really upbeat, fun and well organised event. The models were a wide range of ages as well as sizes which was great to see.
I love Jigsaw clothes for their quality and style.
17. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Amanda,
Thank you for taking the time to share your feedback.
I am delighted to hear about your positive experience with Katy, Sarah and Isabel in our Market Harborough store. It is wonderful to know that you found the team friendly, helpful and approachable, and that they were able to provide excellent service without being pushy.
We are also pleased to hear that you enjoyed the fashion show. It's fantastic that the event was fun, well organised and showcased models of a variety of ages and sizes. We strive to create inclusive and enjoyable experiences for our customers, so your comments are especially appreciated.
Thank you as well for your kind words about the quality and style of our clothing. We will ensure your feedback is shared with Katy, Sarah, Isabel and the wider Market Harborough team, who will be thrilled to receive your recognition.
We truly appreciate your support and look forward to welcoming you back to Jigsaw again soon.
Abigail - Customer Experience
Awful customer service and excessively…
Awful customer service and excessively slow refunds. My order ( number 1380532JIG) was returned arriving on 4 Oct. Small print reveals you then wait 14 working days (almost 3 weeks) after they have received the return for a refund. Completely unacceptable and out of step with most other retailers. Complaint resulted in refunds, separately, for 2/3rds of the order. Still waiting for the remainder. Shockingly bad customer service for a premium UK based brand, i will never order from them again. Sad that a Trustpilot review is required to receive a refund, i see 36% of reviews are 1* for Jigsaw, here is another.
16. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Customer,
Thank you for your feedback. I am very sorry to hear about your experience and completely understand your frustration.
I appreciate how disappointing it must have been to return your order and then face a lengthy wait for your refund, particularly after having to contact us multiple times to follow up. I also understand your concern that only part of the refund was processed initially, leaving you waiting for the remaining balance.
Having reviewed your case, I can confirm that we are aware of the outstanding refund on order 1380532JIG and apologise for the delay. I appreciate that this has fallen short of the level of service you would expect from Jigsaw, and for that I am truly sorry.
We value the time you have taken to raise these concerns and regret that your experience has left you feeling unable to shop with us again. Your comments regarding the refund process, communication, and response times have been noted and will be shared with the relevant teams for review.
Please accept our sincere apologies for the inconvenience and frustration caused. We appreciate your patience and understanding while this matter is resolved.
Abigail - Customer Experience
Great store and service- Marlow / Renata
Visited in Marlow yesterday, the best Jigsaw store. Bought 8 or 10 items as the service was warm, friendly and most helpful. Outstanding customer service by Renata, she brought out all the colours and sizes that my sister wanted to try. Well done and thank you.
15. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Tina,
Thank you for taking the time to leave this lovely review. It’s wonderful to hear Renata looked after you and your sister so well, bringing out different colours and sizes so you could find the right pieces. I’ll make sure this feedback is passed on to the Marlow boutique and to Renata directly, as I know it will mean a lot to her.
Thank you again for shopping with us.
Kind regards,
Meg
Customer Experience Agent
Extremely slow refund process
Extremely slow refund process. Waiting weeks and will not order again from jigsaw
16. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Sara,
I’m sorry to hear your refund has taken this long, and understand how frustrating that is. We’ve had an unprecedented volume of queries recently, which has impacted how quickly we’re able to process some refunds, though that’s no excuse and I’d like to get this sorted for you.
Refunds are normally processed within 10 working days of a return arriving at our warehouse, in line with our refunds policy. The best way to get this looked into directly is to raise a ticket with our Customer Experience team with your order number, and we’ll come back to you as quickly as we can.
Kind regards,
Meg
Customer Experience Agent
People not AI PLEASE
I am having a dreadful time trying too get in touch with an agent at Jigsaw, all I get are AI emails, and an AI live chat, I am owed two refunds, one of which has not even been acknowledged, and I am waiting for two items to be delivered but they haven’t been posted yet. The telephone number for customer service is no longer operating, people want to talk to people!
15. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Alexandra,
I’m sorry to hear about the trouble you’ve had reaching us, and that one of your refunds hasn’t even been acknowledged. We’ve had a high volume of queries recently, which has meant automated responses on some of our channels, and I understand how frustrating that must have been when you want to speak to a real person.
I can reassure you that our WhatsApp is the one channel that has no AI involvement whatsoever — every message there is picked up by a real member of our team. If you pop your order details across, we’ll get back to you by email once it’s been looked into.
In the meantime, the quickest way to get both refunds and the delivery resolved is to raise a ticket with our Customer Experience team with your order number(s), and a member of the team will come back to you directly.
Kind regards,
Meg
Customer Experience Agent
Visited Nottingham store and had the…
Visited Nottingham store and had the best shopping experience
Staff were super friendly and helpful without being pushy
Left feeling really happy with my purchases, good quality stuff and took me back to shopping pre Covid
Will definitely be back
3. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Tania,
Thank you for this lovely review! It’s wonderful to hear the team in our Nottingham boutique made you feel welcome, without being pushy, and left you with purchases you’re genuinely happy with. I’ll be sure to pass this along to the team so they get their flowers for giving you a shopping experience that took you right back to pre-Covid days.
Thank you for shopping with us, and we look forward to welcoming you back soon.
Kind regards,
Meg
Customer Experience Agent
Such an awful service and customer…
Such an awful service and customer support. Ordered jeans and mentioned InPost delivery, instead I’ve got the notification from Royal Mail that they have my parcel and that it’s couldn’t be delivered due to incorrect address.Tried to reach out to customer support in 3 different ways, no result. Have zero willingness to buy from them again.
UPD: 11 days later still no proper response from the company, except unpersonolized automatic reply.
I already bought this jeans in offline store. Just return the money for the order that never been delivered .
1384916JIG
7. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Kristina,
I'm very sorry to hear about your experience and the difficulties you've faced trying to contact us.
I understand how frustrating it must be to place an order expecting delivery via InPost, only to receive updates from Royal Mail and then be told that delivery couldn't be completed due to an incorrect address. I also appreciate how disappointing it is when you're unable to get the support you need through multiple contact channels.
We'd like the opportunity to look into this and do our best to get the issue resolved for you. If you haven't already, please get in touch with our Customer Experience team and provide your order details so we can investigate further.
Thank you for bringing this to our attention, and we hope to have the chance to put things right.
Kind regards,
Meg
Customer Experience Agent
I ordered two items from Jigsaw Online…
I ordered two items from Jigsaw Online sale on 7th September. My order number is 1370863JIG. Jigsaw were unable to fulfil one of the orders, a hooded jumper costing £87. They did not email me to say they could not fulfil the order, I only found this out when I went to pick the order up and only the t-shirt was there. The store in Stratford would not refund the unfulfilled order and asked that I contact customer service for my refund. I have done this through their WhatsApp chat (no response) and through their email (chatbot response). Both have been completely unsatisfactory and I am yet to receive even an apology let alone my refund. It seems impossible to get to the bottom of this issue. The chatbots seem to imply that I must return the item before a refund can be issued. Obviously I have never received the item. Since I ordered the item on 7th September and Jigsaw has confirmed they are unable to fulfil it, they are required under the Consumer Rights Act 2015 to issue me with a full refund without undue delay.
Because it has been over 30 days since I placed the order, Jigsaw is entirely outside the statutory legal window for delivery. I honestly don't know what to do next as it seems impossible to contact anyone to resolve this issue. Be very very careful using Jigsaw Online.
7. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Sue,
Thank you for taking the time to leave your feedback. First and foremost, I would like to offer my sincere apologies for the frustration and inconvenience this experience has caused you. Having reviewed your order 1370863JIG, and the correspondence on your account, I can see that a member of our team contacted you directly by email on 15/10/26 to explain the situation in further detail and to ensure that the refund for the cancelled item was arranged.
We genuinely regret that your experience has left you feeling let down. This is not the standard of service we strive to provide, and I completely understand your concerns regarding the delays, lack of communication, and the effort required on your part to obtain information about your refund.
Abigail - Customer Experience Agent
Disappointing quality
I purchased Jigsaw jeans, and after wearing them just once, the fabric transferred dark dye onto my suede trainers, leaving noticeable stains.
I am extremely disappointed with the quality. For a brand at this price point, I would certainly expect much better standards, not clothing that damages my footwear after just one wear.
Very disappointing and completely unacceptable.
11. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Tosia,
Thank you for taking the time to share this, and I’m sorry to hear about the experience you’ve had — both with the jeans themselves and the damage caused to your trainers. That’s not the standard of quality we want anyone to associate with Jigsaw, especially after just one wear, and I completely understand your frustration.
I’d like to make sure this gets the proper attention it deserves. The best way to do that is to raise a ticket with our Customer Experience team along with your order number, and someone will be in touch directly to look into this for you.
Kind regards,
Meg
Customer Experience Agent
Once again I am still waiting on a…
Once again I am still waiting on a refund from Jigsaw for £269.45 for items returned on 1st October ‘26 - Royal Mail confirmed delivery on 4th October ‘26. An automated response to my email absolutely appalling customer service. I never seem to learn my lesson with Jigsaw gone are the days when they would jump over hoops to please their customers now that would never happen. I cannot purchase other items online until I receive my refund.They definitely don’t make you feel like a valued customer!
4. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Moira,
I’m sorry to hear you’re still waiting on this refund, particularly given Royal Mail confirmed delivery of your return back on 4th October. I can see this is the third review you’ve added here on Trustpilot about a refund delay with us, and I completely understand why that’s left you feeling frustrated and reluctant to order from us again in the meantime.
An automated response on its own clearly isn’t good enough when you’ve already been let down by this before, and I’d like to make sure this gets properly looked into rather than going round in circles again.
Please raise a ticket with our Customer Experience team with your order number, and a member of the team will come back to you directly to resolve the £269.45 refund as quickly as possible.
Kind regards,
Meg
Customer Experience Agent
I next day delivery is not next day
I placed a next day order but I haven’t heard from Inpost about delivery. I went onto the chat to ask for information about the next day delivery which cost £8 and the digital assistant took the details and said someone will respond within 5 working days which is 19 October. What is the point of next day delivery? What is the point of the chat facility? There are no details about opening hours of chat on the website and the chat used to be responsive and usually resolved the query.
13. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Helen,
I’m sorry to hear your Next Day delivery hasn’t arrived as expected, and that when you tried to get help via our chat service, you were advised that a response could take up to five working days. That’s understandably frustrating after paying extra for Next Day delivery.
I can see this is the fifth time you've left us a negative review on Trustpilot, so it's clear we've fallen short of the level of service you should be able to expect from us. For that, I sincerely apologise.
We are currently experiencing a higher-than-usual volume of customer enquiries, which has unfortunately resulted in longer response times. However, I appreciate that this is little comfort when you're waiting for an order that was due to arrive the next day, and it does not change the fact that the service you received has not met expectations.
Please raise a ticket with our Customer Experience team and include your order number. A member of the team will be able to investigate the whereabouts of your parcel and work to resolve this for you as quickly as possible.
Kind regards,
Meg
Customer Experience Agent
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