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
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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
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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
1115 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
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Das haben sich andere Leute angesehen
Follow up to your message
Thank you for your reply but you have not said that you are going to look into my case. As this seems to be the only way anyone can get a response from you, I have had to reply on here. Please would you investigate the fact that several of my items remain marked unsent. Please would you respond to me via the email you have on my account? Order: 1364307JIG
28. August 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Customer,
Thank you for your message, and I am sorry that you have had to follow up again.
I appreciate your frustration, particularly as you were expecting updates regarding the items on order 1364307JIG that remain marked as not dispatched.
Please be assured that we are looking into this for you. I have raised this with the relevant team so that we can investigate the status of the outstanding items and determine why they are still showing as unsent.
We will provide an update as soon as we have further information available. Correspondence will be sent to the email address registered on your account.
I apologise for the delay in responding and for any inconvenience caused. Thank you for your patience while we investigate this matter.
Abigail - Customer Experience
Helpful kind staff
12. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Lucy,
Thank you for taking the time to leave your feedback.
I am delighted to hear that you found our staff to be so helpful and kind. Providing friendly, attentive service is something we take great pride in, so it is wonderful to know that your experience reflected this.
Abigail - Customer Experience Agent
Thank you again for your kind words and for shopping with Jigsaw. We look forward to welcoming you back soon.
Really helpful ladies who give you a…
Really helpful ladies who give you a personal service, particularly Lou and Annie
12. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Annie,
Thank you for taking the time to leave such lovely feedback.
I am delighted to hear that you received such personal and helpful service from Lou and Annie. We pride ourselves on providing a warm and attentive shopping experience, so it is wonderful to know that they made such a positive impression.
I will ensure that your kind comments are shared with Lou, Annie, and their store management team. I am sure they will be thrilled to receive your recognition.
Thank you again for your feedback and for shopping with Jigsaw.
Abigail - Customer Experience Agent
Quality clothes not matched by poor…
Quality clothes not matched by poor customer service and returns experience. Still waiting on a refund for item Jigsaw received on 18 September. Refund not actioned within 14 days as per company policy. Most reputable companies manage returns within 2-5 working days.
Automated Jigsaw customer services replied to say refund has been issued, but am still waiting on the email refund confirmation that was promised and the actual refund!!
15% discount on next shop is no salvo when the refund takes so long to arrive. Won't be shopping with Jigsaw online again.
12. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Oli,
Thank you for taking the time to share your feedback.
I am very sorry to hear about your experience and completely understand your frustration. Waiting for a refund after your return was received on 18 September, particularly when you have been advised that it had been processed, is understandably disappointing.
Please accept our sincere apologies for the delay and for the confusion caused by the communication you have received. We appreciate that receiving automated updates without the refund appearing in your account or receiving the promised confirmation email only adds to the frustration.
We understand that a goodwill discount does not resolve the underlying issue when you are still waiting for your refund, and we are sorry that this has affected your confidence in shopping with us online.
Your feedback regarding both the returns process and the level of communication provided has been noted and will be shared with the relevant teams. We recognise the importance of processing returns promptly and keeping customers fully informed throughout the process.
Once again, please accept our apologies for the inconvenience and disappointment caused.
Abigail - Customer Experience Agent
Customer Service
Very helpful customer service from Cheyenne who was quickly able to resolve my query.
9. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Alison,
Thank you for taking the time to share your feedback.
I am delighted to hear that Cheyenne was able to resolve your query quickly and provide such helpful service. We pride ourselves on delivering excellent customer care, so it is wonderful to know that Cheyenne made your experience a positive one.
I will ensure that your kind comments are passed on to Cheyenne and her manager, as I am sure they will be greatly appreciated.
Thank you again for your feedback and for choosing Jigsaw.
Abigail - Customer Experience Agent
Great experience at Jigsaw…
I had a great experience at Jigsaw Milton Keynes thanks to Irina. She took the time to really understand what I was looking for and made sure I found the right dress. Her honest, helpful advice was so appreciated, and I left feeling happy, confident and really pleased with my purchase. Thank you so much, Irina, for your fantastic service!
3. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Erika,
Thank you so much for taking the time to share your feedback.
I am delighted to hear about the excellent service you received from Irina at our Milton Keynes store. It is wonderful to know that she took the time to understand what you were looking for, provided honest and helpful advice, and helped you find the perfect dress.
We are particularly pleased to hear that you left feeling happy, confident, and pleased with your purchase. We will make sure your kind comments are shared with Irina and the store management team, as I am sure they will be delighted to receive this recognition.
Thank you again for your lovely feedback and for shopping with Jigsaw.
Abigail - Customer Experience Agent
Paid next delivery
Paid next delivery
1 item showed up not the 2 I ordered no contact available on phone on on whats app with a robot what an awful way to run a company and no-one to help
6. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Susan,
Thank you for getting in touch.
I am very sorry to hear about your experience and understand how frustrating this must be, particularly as you paid for next day delivery and have only received one of the two items ordered.
I have checked your order and can see that the second item is still being processed. It has not been cancelled, and it is currently making its way through our dispatch process. As soon as it has been dispatched, you will receive tracking information and a delivery update.
I also apologise for the difficulty you experienced trying to contact us. We appreciate your feedback regarding our contact channels and understand how disappointing it can be when you're looking for an immediate update on an order.
Thank you for your patience, and we are sorry for the inconvenience caused.
Abigail - Customer Experience Agent
I have been trying to contact Jigsaw…
I have been trying to contact Jigsaw for over 2 months in relation to a high value credit note that I have been unable to spend online (functionality unavailable) or in the store for coming up on 12 months. Online customer services/whatsapp/email is a sham, head office do not answer the phone and there is no published email contact addresses or complaints process. My only left option now is a formal letter of complaint (in writing) to the Managing Director Tikki Godley and if required up the corporate holding company chain. What a terrible way to treat customers.
** as requested the relevant ticket number raised today is 1604130.
** grateful if you could please make contact on the above, I have also sent a letter in writing. Thank you
7. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Hello
Thank you for your feedback, and I'm sorry to hear about the difficulty you've had using your credit note and getting in touch with us.
We'd like to look into this for you. Please email us with your credit note details, or if you already have a ticket number, please share it here so we can find your case and follow it up.
Raphaella - Customer Service Agent
This is the second time I have returned…
This is the second time I have returned items to jigsaw and not had a refund. I have had to chase up via a useless online messaging system which they take 10-14 days to respond. By this time it’s almost a month before return of payment. This is unacceptable and to be honest not the old jigsaw I knew. I used to spend a lot of money with them I will now avoid them. It does not help that jigsaw in Winchester is not up and running properly. Judging by the reviews other customers are experiencing the same issues. Jigsaw needs to take note otherwise they will loose their customer base. They have certainly lost mine from now
5. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Hi Michelle,
Thank you for your feedback, and I'm really sorry that you've had to chase a refund, especially for the second time. Waiting almost a month for your money back and up to two weeks for a reply isn't acceptable, and I understand why you're frustrated.
I'd like to sort this out for you personally. Please email us with your order number and the date you sent your return. We'll track it down and update you directly.
I'm sorry we've let down such a loyal customer, and I hope we can put this right.
Raphaella - Customer Service Agent
Judgemental staff.
Although I appreciate that staff need to be vigilant regarding shoplifting, it would be nice if this was conducted with discretion and with the caveat that your judgement may be incorrect. I was very obviously referred to by a woman at the tills and intercepted at the dressing rooms despite trying to make it as transparent as possible what I was taking in with me. Stopped me spending money in store and left feeling self-conscious and quite cross to be honest.
6. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Hi Karl,
Thank you for taking the time to tell us about your visit, and I'm truly sorry you left feeling self-conscious and upset. That's not how anyone should feel when shopping with us.
We want every customer to feel welcome and at ease in our stores, and it's clear we fell short of that here. I'd really like to understand more about what happened so I can share it with the store team directly. If you're happy to, please email us at [email address] with the store and the date of your visit.
Thank you again for your honest feedback.
Raphaella - Customer Service Agent
I was in Harrogate store
I was in Harrogate store. Lady called Inci was so helpful. I’ll be going back again there.
6. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Kathryn,
Thank you for your review. I'm so pleased Inci looked after you in Harrogate, and I'll pass your kind words on to her. We look forward to seeing you again soon.
James, Customer Experience Manager
I ordered a suede jacket almost 2 weeks…
I ordered a suede jacket almost 2 weeks ago - quite expensive.
Was supposed to be delivered by InPost - still not arrived & tracking stopped.
Tried contacting Jigsaw a number of ways - submission of form, whatsapp & email.
No body has come back to me - i buy a lot from Jigsaw - but certainly will not be ordering online again - non existent customer service!!
5. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Lora,
I'm very sorry your suede jacket hasn't arrived and that you haven't heard back from us. Due to a few issues, we're currently replying to queries within 8 working days, which is much longer than we'd like. I can see you contacted us yesterday and today, and your messages have reached the team, who will be in touch as soon as they can.
In the meantime, I'll make sure someone looks into the InPost tracking and gets back to you. I'm sorry this has spoilt your experience of ordering online with us.
James, Customer Experience Manager
Consider before ordering online
Ordered on 23 August, I received the order confirmation email and payment was taken. Since then, absolute radio silence.
Messaged Customer Experience via the website in mid-September and received a standardised response stating delays were being experienced and advising not to message about the matter again to avoid creating duplicate requests. Nothing since.
There is absolutely no way to communicate with a living being to resolve the matter.
Totally frustrated and beyond disappointed.
23. August 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Customer,
I'm so sorry. You ordered on 23 August and you still don't have your order or a proper answer six weeks later. That isn't good enough, and I completely understand why you feel there's no one to talk to.
Our replies have been far slower than they should be recently, and the message you got in September should have been followed by a real update from us. I'm sorry it wasn't.
Abigail - Customer Experience Agent
What a joy to be able to walk into a…
What a joy to be able to walk into a Jigsaw store and be looked after by excellent staff. On this occasion, I went shopping at Jigsaw in The Strand London. Scarlett approached me, as I entered, and was friendly, professional and creative in her suggestions for my autumn wardrobe. Nothing was too much trouble for Scarlett and I left with an updated look, which was easy to wear and flattering. A.S.
30. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Valued Customer.
What a wonderful review to read, thank you. It's great to hear Scarlett made your visit to The Strand so enjoyable and that you left with an autumn look that's easy to wear. I've passed your comments on to Scarlett and the store team, who will be delighted. We hope to see you again soon.
James, Customer Experience Manager
Although my purchase wasn’t quite what…
Although my purchase wasn’t quite what I had hoped for and I returned it, my refund was languishing somewhere, but when I contacted customer services it was handled with very promptly and the refund received very quickly.
5. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Cherida,
Thank you for your review, and I'm sorry the item didn't work out. Your refund shouldn't have stalled, and you shouldn't have needed to contact us to get it moving. We're working on our refund process so customers are paid on time without having to chase. I'm pleased the team resolved it quickly once you got in touch, and I'll share your kind words with them.
James, Customer Experience Manager
Really disappointing customer service
Really disappointing customer service, particularly when their clothes are premium price-wise! I am still waiting for a refund for an item I bought in May and I shouldn't be having to chase it with so many emails. "James" always replies within a few days saying they're very busy due to x/there's been a problem with y which is holding up replies, etc but then I never get a proper resolution.
28. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Lexy,
I'm very sorry for the experience you've had.
We have had some issues recently that have slowed down our replies, and we're working to get back to responding within 24 hours. That doesn't change the fact that your refund has taken far too long, and you deserve a proper resolution rather than another update.
Can you please send me your order number and I will be able to assist you further.
James, Customer Experience Manager
THIS IS STILL NOT RESOLVED JIGSAW DOES NOT HONOUR MONEY OWED
THIS IS STILL NOT RESOLVED – CASES 1562538 & 1571336 – MONTHS OF BEING UNABLE TO USE MY OWN MONEY
I am posting again because, unbelievably, this is STILL unresolved. Jigsaw appears capable of responding to Trustpilot reviews, while direct attempts to get meaningful customer service simply go nowhere.
For reference, my previous Jigsaw cases are 1562538 and 1571336. This is NOT a new enquiry. Please look at the history of those cases rather than sending me another generic response.
My £128 replacement gift card was issued on 28 October 2024 following returned order 997112JIG. It is supposed to be usable online, in store or by phone and expires on 28 October 2026.
I first reported the online problem in January. On 17 February, James, Customer Experience Manager, confirmed under case 1562538 that Jigsaw’s gift-card payment facility was unavailable. I asked for the balance to be converted into something I could actually use online. That was refused, but I was assured the case would remain open and the problem would be monitored.
Instead, I spent the following months chasing it. There were attempted automatic closures despite my replies, another case number, 1571336, and on 31 March James again acknowledged the delay. Still no actual solution.
In September I tried AGAIN. I put together an order worth around £153, only to receive “GIFT CARDS ARE CURRENTLY UNAVAILABLE” at checkout. The online chat was useless. I phoned. I emailed screenshots of my basket, the error and the non-functioning chat.
I was then told that Kensington might be able to process the order, but I would have to collect it from the store within a week. I LIVE ABROAD. That is not a solution to a problem caused by Jigsaw’s own systems.
Now I have received yet another generic response explaining that Jigsaw has experienced a “technical issue” with its stock systems, that response times are longer than normal, and actually asking customers NOT to contact them again because it may create further delays.
This has been going on since JANUARY. Cases 1562538 and 1571336 already document the history. I should not have to keep starting again because Jigsaw cannot keep track of its own customer-service cases.
I do not want another apology, another case number, another automated response or another impractical workaround.
I want ONE simple resolution:
Convert the full balance of my existing gift card into a voucher/code that WORKS ONLINE and give it sufficient validity for me to use it.
That is all I have been asking for. I simply want to spend the money Jigsaw already owes me, place one final order and never have to deal with this company again.
Jigsaw, please stop passing this around, read cases 1562538 and 1571336, and actually resolve it.
5. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Claire,
Thank you for your review, and I'm sorry for the frustration this has caused.
I can confirm that our Customer Experience Manager sent you a replacement £150 code on 7 September, and it can be used online. I've checked the code and it is active and working. It is linked to the email address on your account, so it will only apply when that email is used at checkout.
I have emailed you with the details. If you still have any trouble, please reply to that email and I'll be happy to help.
Kind regards,
Meg
Customer Experience Agent
Fantastic customer service Nottingham store
Fantastic customer service at the Nottingham store yesterday. Natasha was so friendly and helpful. She helped me make up my mind on the camel cardigan that she was also wearing. Will certainly be back. 10/10 Nottingham store.
3. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Sara,
Thank you for your wonderful review, and for giving our Nottingham store a perfect 10 out of 10! We're delighted to hear you received such fantastic service during your visit yesterday.
We love that Natasha helped you decide on the camel cardigan, especially as she was wearing it herself. There's no better recommendation than seeing a piece styled in person! Natasha is a real asset to our Nottingham team, and we always love it when our customers take the time to give them their flowers. We'll be sure to share your kind words with her.
We hope you enjoy wearing your new cardigan this autumn, and we look forward to welcoming you back to Nottingham soon.
Kind regards,
Meg
Customer Experience Agent
Fantastic service
Was given great assistance by Amy in Oxford shop today. She was so helpful in choosing a dress for a wedding for me and found me two that were perfect so bought both of them. She gave wonderful service.
Ps - used my husband's TP account if you were wondering about the name
4. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Hello there,
Thank you for your lovely review, and for taking the time to tell us about your visit to our Oxford store. We're delighted to hear that Amy helped you find not one but two perfect dresses for the wedding. What a wonderful dilemma to have!
Amy loves helping our customers find just the right piece for a special occasion, and it's a pleasure to hear that her care and attention made your shopping trip such a success. We'll make sure she sees your kind words, as we know they'll put a smile on her face.
We hope you have a fabulous time at the wedding and feel fantastic in whichever dress you choose. We look forward to welcoming you back to Oxford soon.
Kind regards,
Meg
Customer Experience Agent
Fabulous experience at the Jigsaw store…
Fabulous experience at the Jigsaw store in Market Harborough as always! Sarah was lovely and very attentive, she helped me chose the right size for the jacket and jumper I had my eyes on. Thank you so much xx
4. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Marie,
Thank you for your lovely review, and for taking the time to share it with us. We're delighted to hear you had another fabulous visit to our Market Harborough store. It's wonderful to know it's a place you enjoy coming back to.
Sarah takes great care in helping our customers find the perfect fit, and we're thrilled she helped you choose the right sizes for the jacket and jumper you had your eye on. We'll be sure to pass your kind words on to her, as we know they'll make her smile.
We hope you enjoy wearing your new pieces, and we look forward to welcoming you back to Market Harborough soon.
Kind regards,
Meg
Customer Experience Agent
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