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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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
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1115 Bewertungen
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Amazing shopping experience at Jigsaw…
Amazing shopping experience at Jigsaw Market Harborough this morning. A warm welcome as soon as I walked in and lots of help finding items and sizes. Great guidance and advice in a non pushy way. I hate clothes shopping - but absolutely loved shopping here. Delighted with my beautiful new coat and clothes. Thank you Sarah, you are a star!! Will be back
4. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Claire,
What a fantastic review, thank you! We're thrilled to hear you had such an amazing morning at our Market Harborough store. It's lovely to know you felt welcome from the moment you walked through the door.
Turning someone who dislikes clothes shopping into someone who loved every minute is the best compliment we could ask for. Sarah will be delighted to hear that her guidance and relaxed approach made such a difference, and we couldn't agree more that she's a star! We'll make sure she sees your wonderful words.
We hope you enjoy your beautiful new coat and clothes, and we can't wait to welcome you back to Market Harborough very soon.
Kind regards,
Meg
Customer Experience Agent
Made an online order
Made an online order, advised it was dispatched over 11 days ago and still awaiting the tracking details. )Delivery was advised of 2-4 days on order)
Tried to contact on all suggested means of communication of their website and all lines are falling on deaf ears! Terrible customer service. No phone number, no WhatsApp available, no response to enquiry email (specifically states 48 hrs response)
19. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Deborah,
Thank you for your feedback, and I'm very sorry for the delay with your order and in getting a response from us.
We're currently experiencing an exceptionally high volume of enquiries, which has unfortunately affected our response times. This isn't the level of service we aim to provide, and I sincerely apologise.
Unfortunately, we're unable to locate your order from the details provided here. Please could you contact our Customer Experience team through the Help Centre, quoting your order number and the email address used to place the order? We'll then look into the delivery and tracking for you as a priority.
Thank you for your patience.
Kind regards,
Meg
Customer Experience Agent
Jigsaw Nottingham is my happy place
Jigsaw Nottingham is my happy place - I love Natasha and Deborah, they are knowledgable about the stock, designs and colours. They work with your style and carefully select pieces which will compliment it. I cannot praise these ladies highly enough! This is the only jigsaw store I will be going to. Thank you ladies, you are the best!
3. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Jo,
What a wonderful review, thank you for taking the time to share it with us! We're thrilled that Jigsaw Nottingham has become your happy place, and it's lovely to hear how much you enjoy your visits.
Natasha and Deborah take great pride in getting to know our customers and helping them find pieces they'll love. It's a joy to hear that their knowledge of our collections, designs and colours has made such a difference to you, and that they've helped you build a wardrobe that suits your style perfectly. We'll be sure to pass your kind words on to them both. We know it will brighten their day.
We're honoured to be your Jigsaw store of choice, and we can't wait to welcome you back to Nottingham for your next styling session. Until then, we hope you enjoy every one of your beautiful pieces.
Kind regards,
Meg
Customer Experience Agent
I nwas assured that my refund was being…
I THis is the second time I have complained about order number 1387749JIG not being refunded I was assured that I would receive my refund shortly Now a fortnight later NO REFUND
Disgraceful!!!
Where is my money?
Estelle Savage
26. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Estelle,
Thank you for your feedback, and I'm very sorry for the delay with your refund.
The order number 1387749JIG isn't recognised on our system, but I've found order 1367749JIG on your account, which I believe is the one you mean. I can confirm that your refund was processed to your original payment method recently, and an email was sent to you confirming this. Depending on your bank, it can take a few working days to appear.
Following our Summer Sale, we had an exceptional volume of returns, alongside a technical issue affecting refund processing, which unfortunately caused delays. We're sorry you were affected.
If the refund hasn't arrived within the next few working days, please contact our Customer Experience team through the Help Centre and we'll look into it straight away.
Kind regards,
Meg
Customer Experience Agent
I would like to mention a member of…
I would like to mention a member of staff ( Natasha) in Nottingham branch, her service is above and beyond, she was the reason for me coming back and buy extra two items with pleasure. Your service is very much appreciated. Thank you so much.
1. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Lala Lu,
Thank you for this lovely review, it's made our day! We're thrilled to hear that Natasha gave you such wonderful service at our Nottingham branch. We'll make sure she sees your kind words, and we're sure they'll put a big smile on her face.
We're delighted you came back for those two extra pieces, and we hope you enjoy wearing them. We can't wait to welcome you back again soon.
Kind regards,
Meg
Customer Experience Agent
I would not recommend
I would not recommend. I ordered a parcel only one item of the two has been shipped after a week.
I tried to contact via email, no response. Tried to phone, no phone number. Tried to select chat from website, no ability to chat. Tried to find a WhatsApp number, no capacity to WhatsApp. Sent a request on their template, it is a ten working day response time.
The customer service is non existent. For a £415 jacket I would expect better. Won’t be shopping again. Still unresolved.
2. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Hello there,
Thank you for taking the time to share your feedback, and I'm very sorry to hear about your experience. It's disappointing that only one item from your order has arrived so far, and I understand how frustrating it must have been to struggle to reach us when you needed help. This is not the standard of service we aim to provide, and I sincerely apologise.
Unfortunately, with the details provided here, we're unable to locate your order or look into your case. Please could you get back in touch with our Customer Experience team, quoting your order number and the full name and email address used to place the order? As soon as we receive this, we'll look into what has happened with the missing item and get this resolved for you as quickly as possible.
Thank you for your patience, and we hope to have the chance to put things right.
Kind regards,
Meg
Customer Experience Agent
Still waiting for my refund
I sent a return back - still waiting for a refund - customer services are not helpful at all fobbing me off with "just go on the returns portal" As there was a problem with my email address this was not possible - which I explained in numerous emails but all they do is keep closing the case and not responding . No phone number to contact on the website so I resorted to phoning a shop - the assistant was as helpful as she could possibly be and said she had had a lot of similar calls , she also said she was not allowed to give out the telephone number of head office . Disgraceful customer service from Jigsaw - I will not be buying from them again .
1. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Helen,
Thank you for taking the time to share your feedback. I'm sorry to hear about your experience.
I appreciate how frustrating this has been, particularly as you did not receive an order confirmation email and were therefore unable to access the returns portal. Following your recent contact, we were able to locate your order and confirm that your return was received at our warehouse on 23 September and is currently being processed.
We're sorry for the delays and any confusion caused, and we appreciate your patience while we work to get this resolved for you.
Kind regards,
Jigsaw Customer Experience Team
Awful returns process and poor Customer…
Awful returns process and poor Customer Service.
So incredibly slow and frustrating. They deliberately hold back funds for around 3 weeks after receiving goods back. One of the worst companies for online shopping in this regard. Stores are reluctant and grumpy to accept online returns and I don’t know why, when it doesn’t affect their sales.
Takes weeks (if it all) for customer services to respond. Jigsaw are not what they were.
1. Oktober 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Chanel,
Thank you for taking the time to share your feedback. I'm sorry to hear that you've been disappointed with your recent experience.
I would just like to clarify that we do not deliberately hold customer funds. Refunds are processed once returned items have been received and checked by our warehouse team, and the time it takes for funds to appear back in an account can also depend on the payment provider or bank.
We also want to acknowledge that we have recently experienced technical issues affecting some of our systems. Combined with an unusually high volume of customer enquiries, this unfortunately resulted in delays to both order processing and response times. While we appreciate this does not lessen the frustration caused, we hope it provides some context for the service levels you've experienced.
We're also sorry if you felt unwelcome when returning your order in store. This is certainly not the experience we want our customers to have, and your comments will be taken on board.
We genuinely value customer feedback, as it helps us identify where we need to improve, and we're sorry that on this occasion we did not meet your expectations. We hope we'll have the opportunity to restore your confidence in Jigsaw in the future.
Kind regards,
Meg
Jigsaw Customer Experience Team
Awful customer service
Awful customer service. I have two outstanding refunds, one from JULY 2026 and one from September. Impossible to contact customer service, no direct email, no phone number and no responses. Please give me my money back! Order 1314311JIG and 1372477JIG
3. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Catherine,
Thank you for your feedback, and I'm very sorry for the frustration you've experienced. Waiting this long for a refund and struggling to get a response isn't the standard of service we aim to provide, and I sincerely apologise.
Following our Summer Sale, we received an exceptional volume of orders, returns and enquiries. This was made worse by a technical issue affecting our refund processing, which unfortunately meant some refunds took longer than our usual timeframe of up to 8 working days. Our teams have been working hard to clear the backlog, and we're sorry that you were one of the customers affected.
I can confirm that our Customer Experience team is in direct contact with you by email about both of your orders. Your refunds have been escalated as a priority, your postage costs have been reimbursed, and your jacket will be inspected by our Technical Department once it reaches us. We'll keep you updated at every stage until everything is fully resolved.
Our Customer Experience team can be reached through the contact form on our Help Centre, and we're working to bring our response times back to normal as quickly as possible.
Thank you for your patience while we put this right.
Kind regards,
Meg
Customer Experience Agent
I visited Jigsaw at Hightstreet…
I visited Jigsaw at Hightstreet Kensington on Thursday 24th September. I went to several shop in the area. Your staff at jigsaw were the only people to greet me with a smile, kindness and professional knowledge. I did buy and am delighted with my purchase, camisole top. Thank you to all the staff at HSK Jigsaw. Jenny
23. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Jenny,
Thank you for taking the time to leave such a lovely review, Jenny. We're delighted you enjoyed your visit and found a camisole top you love.
I'll be sure to share your kind words with the High Street Kensington team, who will be thrilled to read them. 💛
Kind regards,
Meg
Customer Experience Agent
Harrogate store…
Carol at the Harrogate store was very helpful in helping me choose styles and sizes. Excellent customer service. Thank you 😊
26. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Shelley,
Thank you so much for your wonderful 5-star review! 😊 We’re delighted to hear that Carol was able to help you find the right styles and sizes and that you received excellent customer service during your visit to our Harrogate store.
We’ll be sure to pass your lovely feedback on to Carol. We really appreciate you taking the time to share your experience and hope to welcome you back again soon!
Kind regards,
Raphaella - Customer Experience Agent
Harrogate store great service.
Customer service in the Harrogate store was great. I bought double the number of items I had intended to purchase. Carol has great knowledge of stock and a good eye as to what may suit me. Nina was also helpful and packaged my garments beautifully.
26. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Ruth,
Thank you so much for your lovely 5-star review! We’re delighted to hear that you enjoyed your experience in our Harrogate store.
It’s wonderful to hear that Carol’s knowledge and styling advice helped you find so many pieces you loved, and that Nina made sure everything was beautifully packaged. We’ll be sure to share your kind words with them both.
We really appreciate you taking the time to share your experience and hope to welcome you back to Harrogate again soon!
Kind regards,
Raphaella - Customer Experience Agent
i would never buy from jigsaw again…
i would never buy from jigsaw again customer service is awfull been buying of jigsaw for over 25 years but no more get your customer servce sorted out shocking
9. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Jo,
Thank you for your feedback.
We're very sorry to hear that you've been disappointed with the service you've received. This is not the experience we aim to provide, and we sincerely apologise for the frustration caused.
We appreciate your loyalty over the past 25 years and will ensure your comments are shared with the relevant teams.
Kind Regards,
Meg
Customer Experience Agent
Don't buy from this company
Don't buy from this company, they don't care about their customers and the customer services is absolutely shocking . I bought a jumper last November, when l visited York for my husband birthday, l wore the jumper on Christmas Eve, 🎄 out with my family and half of the feathers 🪶 on the jumper fell out and people were picking the feathers up off the floor and laughing 😃 l sent emails to there company and l got no where absolutely no refund.. l would never spend another penny on this company, l have all the emails and photos of the jumper.
27. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Wendy,
Thank you for taking the time to share your feedback. We are sorry to hear how disappointed you feel about your experience and the outcome of your case.
We appreciate that you were unhappy with the feather loss from the jumper, particularly after wearing it for a special family occasion, and we understand why this was upsetting for you.
As part of our investigation, we arranged for the garment to be returned to our Head Office and reviewed by both our Technical Team and Knitwear Specialists. Following a full assessment, the jumper was found to meet our quality standards and was not deemed faulty. While we appreciate that you disagree with this conclusion, please be assured that your concerns were carefully considered and the item was thoroughly reviewed before a decision was reached.
We recognise that this was not the outcome you had hoped for, and we are sorry that we were unable to resolve the matter to your satisfaction.
Kind Regards,
Meg
Customer Experience Agent
7 weeks chasing refund
Ordered on 8th August, didn’t receive any confirmation of the order (odd), but did then receive a dispatch notification on the 10th, for part of the order. 3/9 items turned up. On the 17th I queried where the other items were. After some lengthy back and forth in which I was asked whether the package had any writing on (?!) and repeatedly had to chase for an update to progress a refund, I was told on the 3rd September I could have a replacement or a refund. After confirming, again, that I wanted a refund, and chasing another time, I was told on 9th September I would receive a refund. I chased again on 22nd and 24th September as I still had not received my refund. On the 25th a different customer service representative sent me a message saying they can’t provide a refund as inpost are saying it was successfully delivered, and suggesting I start a claim back through my credit card. They also shared an image that was not of my front door, too small a parcel for the items ordered, and also something they’d not shown me before. In all, I have sent 16 emails, two WhatsApps and physically gone to a store to ask, chasing up this one order, and now a further two asking for details I’ll need (which should have been in an original order confirmation email) to manage the repayment myself through my credit card. Something is going seriously wrong here. I will not be ordering again, and I feel sorry for all the people who work in this company having to deal with so many disgruntled customers because something is so wrong with these processes.
25. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Jenny,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and understand your frustration with the delays, repeated follow-ups, and conflicting information you received.
We appreciate that having to repeatedly chase updates regarding a missing order, particularly over such a prolonged period, is not the level of service you expected or should have received.
We also apologise for the confusion caused during the investigation and for the time and effort you spent trying to resolve the issue.
We recognise how disappointing this experience has been and are sorry that we have left you with such a negative impression of Jigsaw.
Kind Regards,
Meg
Customer Experience Agent
Fantastic service at Jigsaw Nottingham
Fantastic service at Jigsaw Nottingham
I had such a lovely experience at the Nottingham Jigsaw branch. Natasha and Marie were absolutely fantastic — so friendly, welcoming and genuinely helpful. They took the time to help me find exactly what I was looking for and gave great advice without ever being pushy.
The whole experience was relaxed and personal, and their customer service really stood out. It’s so refreshing to have such lovely, knowledgeable staff who clearly care about their customers.
I’ll definitely be returning. Thank you, Natasha and Marie, for making my shopping experience so enjoyable! ❤️
25. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Emma,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that Natasha and Marie made your visit to our Nottingham boutique such an enjoyable one. Providing friendly, personal and knowledgeable service is at the heart of what we do, so it's lovely to know they helped you find exactly what you were looking for while making you feel welcome and at ease.
We'll be sure to share your kind feedback with Natasha, Marie and the wider Nottingham team. I'm sure they'll be pleased to hear how much their efforts were appreciated.
We look forward to welcoming you back to Jigsaw again soon.
Kind regards,
Meg
Customer Experience Agent
Nonexistent customer service
I ordered a dress 3 weeks ago the dress belt was missing i contacted customer service straight away no reply I have waited 3 weeks 1370541JIG i have been a customer for years and am now wary about ordering anything again, what has happened to customer service it's like it does not exist, You simply cannot get any contact.
3. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Marian,
Thank you for taking the time to share your feedback.
I am very sorry for both the delay in responding and the inconvenience caused by your dress arriving without its belt. I completely understand your frustration, particularly as you had to wait several weeks for a resolution.
Having reviewed your case, I can confirm that we have now arranged a 10% partial refund for the missing accessory, which you have kindly agreed to accept.
We appreciate your loyalty as a long-standing customer and are sorry that, on this occasion, our service fell short of the standards you expected from us.
Kind Regards,
Jigsaw Customer Experience
Absolutely unacceptable service from…
Absolutely unacceptable service from Jigsaw.
It has now been TWO WEEKS since I placed my order for several jumpers for delivery to store, and I am still waiting for the items to arrive.
What makes this even worse is the complete lack of communication. My original order has now apparently been split into multiple orders, yet I have received no meaningful explanation, no proper update and, remarkably, not even an apology. I have also emailed Jigsaw and received no reply whatsoever.
I previously contacted the store myself because nobody from Jigsaw had bothered to update me. I was told that the items were being sourced from other stores and that staff may simply not have had time to process the order. Two weeks later, the situation is still unresolved.
For a supposedly premium British retailer, particularly one charging around £150 for a jumper, this level of fulfilment and customer service is frankly appalling. Customers paying premium prices should not have to chase a company repeatedly simply to find out what has happened to their order.
The comparison with other retailers is embarrassing for Jigsaw. I have genuinely had orders from Temu, shipped through an international supply chain, arrive faster and with better tracking and communication than an order from Jigsaw being sent to one of its own UK stores. When Temu can provide a more efficient delivery experience than a supposedly premium British fashion brand, something has gone very seriously wrong.
Two weeks without delivery. An order split into multiple shipments. No meaningful updates. No apology. An email ignored. And the customer left to do all the chasing.
This is not the level of service anyone should accept, let alone from a brand operating at this price point. The entire experience has been extraordinarily poor and reflects terribly on Jigsaw’s order fulfilment and customer service.
Unacceptable, deeply disappointing and, for a company positioning itself as a premium retailer, frankly shameful.
24. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Karolina,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience and understand how frustrating it must have been to wait longer than expected for your order while receiving limited communication from us.
We sincerely apologise for the lack of updates and for the disappointment caused by your order being split into multiple shipments without a clear explanation. We also regret that you felt you needed to chase us for information and that your email was not responded to in a timely manner.
We appreciate your comments regarding the level of service you received and understand why this experience has fallen short of your expectations. Your feedback has been shared with the relevant teams for review.
Kind Regards,
Meg
Customer Experience Agent
Where is my order?
I ordered some trousers back at the beginning on September. I still haven’t received any dispatch / shipping confirmation beyond the initial order confirmation. I’ve reached out to customer service but no reply. It’s been 3 weeks. I had specifically ordered these for a holiday which has been and gone!!
6. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Imogen,
Thank you for taking the time to share your feedback.
We're very sorry that your experience did not meet expectations. We understand how disappointing it was to wait several weeks for an update, especially as you had purchased the trousers for a holiday.
Unfortunately, due to a stock discrepancy, we were ultimately unable to fulfil your order and it had to be cancelled. We fully appreciate that we should have communicated this to you much sooner and apologise for the frustration and inconvenience caused.
A full refund, including the delivery charge, has been processed, and our Customer Experience Manager has been in touch directly regarding your order.
Thank you for bringing this to our attention. Your feedback helps us improve, and we're sorry we let you down on this occasion.
Kind regards,
Meg
Customer Experience Agent
Guildford Store
Went into the newly refurbished Guildford store - looking for a dress for an important event coming up - Fiona and Aggie were very helpful and gave me different options to look at - in what can be a stressful situation - you made it very easy. Thank you.
23. September 2026
Bewertung ohne vorherige Einladung
Antwort von Jigsaw
Dear Lulu,
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Fiona and Aggie were able to help you find the perfect dress for your upcoming event. We know finding the right outfit can sometimes feel a little stressful, so it's wonderful to know they made the experience easy and enjoyable.
🌸 We'd also like to give Fiona and Aggie their flowers for providing such thoughtful service. We'll be sure to share your kind feedback with them and the wider Guildford team.
We hope you have a fantastic time at your event and look forward to welcoming you back soon.
Kind regards,
Meg
Customer Experience Agent
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