Review Time
Jigsaw is my first choice for quality clothing never had any issues until recently.
I purchased a lovely tea shirt but it developed a issue. I contacted customer services.
And thankfully my quiry was addressed by the customer service manager James.
James handled my issue in a timely manner and a professional manner.
He gave 100% customer service resolved my issue and I’m please to say my replacement is on its way.
Thank you to James I appreciate your help mishaps happen it’s how they put right that matters.
My confidence in Jigsaw hasn’t changed and I shall continue to shop this brand.
I wanted to leave a review to recognise the particularly helpful and friendly service I received from Faye on Sunday 15 February at your Tunbridge Wells branch.
I popped in around 11am and Faye offered to help me — and I’m so glad she did. She helped me source a few items that, without her guidance, I probably wouldn’t have properly considered. She gave great feedback, helped me find the right sizes, and suggested colours and shapes that came together to create a whole new outfit — exactly what I needed after what feels like 40 days of rain since Christmas!
Faye really put me at ease. She made thoughtful recommendations while genuinely listening to what I already had in my wardrobe. It felt collaborative rather than pushy, which I really appreciated.
I’ve already received some lovely compliments on several of the pieces she suggested. Thank you, Faye, for making it feel like I was shopping with a friend — you’re a fantastic brand ambassador.
On the 21st January 2026, I went into the Milton Keynes Jigsaw store and returned an online order to the value of £175.00. The member of staff I spoke to said it could take up to 14 days for a refund.
I called the Milton Keynes store on the 13th February, after waiting 21 days and spoke to the manager who was very apologetic and helpful and advised that this was not acceptable and would email customer service to get the refund done and CC me into the emails. It has been 28 days now and no email/update or refund! I called again on the 18th February (today) and spoke to the manager again and said that I am still waiting for my refund. She then advised that she would get customer service to contact me regarding this and get back to me. No one has contacted me back! It’s absolutely ridiculous that I am having to chase for a refund after returning the item. Almost all of the negative reviews here are due to the unreasonable time taken by Jigsaw to refund, so why would you not take necessary steps to greatly reduce the time taken to refund customers? This was my first experience of buying from them online and after this, I will NEVER give them my money again online or in store. As a result, I have now initiated a section 75 claim with my credit card provider.
I ordered a necklace on 20 January & received a bracelet. Returned and am still waiting for refund. Online customer service very slow to even acknowledge mistake - AI responses that took several ""No" complaint not resolved" replies before got a response. Told refund would be in my account by close of play on 13 Feb - still not received. Appalling that their mistake and no refund. In store customer service excellent - the same cannot be said for online orders.
It takes over a week for someone to respond to an email and there is no phone number to talk to ‘customer experience’. Looking on here I am not the only one with an issue.
I believe this company is now BREACHING LEGAL GUIDELINES which state that an online customer should be reimbursed within 14 days of receipt of return. Jigsaw has confirmed receipt of returned items and we are now into day 23 (16 working days).
I gather (from this site) they are changing warehouse but it seems there is something seriously wrong here.
I have been a Jigsaw customer for over 30 years and am very very sad. Reluctantly I will look into pursuing a section 75 chargeback.
I am currently waiting for over £300 worth of refunds after returning the items on 5th January. As previous reviews also mention, no one from jigsaw is answering my emails, and there is no phone number anywhere to speak to an actual person. I have resorted to contacting my local store to ask them to look into it. Sadly this will be the end of my many years buying from Jigsaw.
Disappointing online service for a premium brand. It took five days to dispatch the order, even though I was told it would arrive by Friday. I had to follow up three times, and the responses were very slow each time. When the item was finally sent, it wasn’t dispatched express, resulting in it arriving too late for its intended use. While in-store service is excellent, the online experience falls far short of the standards expected from a premium brand. I wouldn’t consider making another online purchase unless there are significant improvements in the fulfillment and customer service processes.
I placed an order for a jacket on 27th November, and the payment was processed on 28th November. The jacket was too large, so I returned it for a smaller size. However, I still haven't received it. This was intended as a Christmas gift, and my attempts to reach the support team have been frustrating. I've had multiple interactions with the online bot and eventually spoke with a representative who referred my issue to another team member. While I've received apologies via email, there has been no update on the jacket's whereabouts. They keep telling me they are investigating, but why is it taking so long? They even mentioned that I shouldn't contact them because they are supposedly working hard to resolve the issue. My last update was on 17th December, which is completely unacceptable. I definitely won't be shopping online with them again; this experience has soured my view on online shopping. I've now requested a refund, but I am not optimistic about it.
I’m very dissatisfied with my recent experience. My order never arrived because the company provided the wrong address to the delivery service, and instead of helping to resolve the issue, the customer service made everything even more frustrating. I was shuffled back and forth between the company and the delivery service, with each insisting the problem was the other's responsibility. When I called, the representative seemed confused and didn’t even realize that they use that particular service for deliveries. She quickly sent me back to them without asking for my order number, tracking number, or any details—showing no interest in resolving my issue. As a result, I’ve effectively lost £190. The entire experience felt dismissive and unprofessional. From my perspective, the company avoided taking responsibility for a mistake they made, and the lack of basic customer service left me extremely dissatisfied. For a business charging premium prices, I expected a much higher level of professionalism and customer care.
I absolutely adore my mini kilt. I utilized the click and collect option, and the skirt arrived sooner than I anticipated, plus I had two weeks to pick it up, which is more than most retailers offer. I also purchased a lovely beanie hat and tried on an adorable fair isle cape that I'm now seriously considering buying. The service at the local branch was very friendly and accommodating.
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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.See more
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