Reviews Analysed
20
We Collect & Analyse Reviews
Jigsaw Puzzles Direct
Experiences & Reviews
Jigsaw Puzzles Direct is an online UK retailer specialising in jigsaw puzzles and related accessories. Typical services include an online catalogue, checkout with delivery options, and a customer support channel for order queries and returns. Shoppers researching Jigsaw Puzzles Direct reviews often look for information on product quality, delivery performance, returns and customer service responsiveness.
Overview & Key Metrics
Positive Sentiment
75%
Latest Review
18d
Overall Rating
4.0
Our Analysis
🎯
Service quality
Many reviewers highlight helpful in‑store and named staff who resolve orders and exchanges; a minority report fulfilment or support failures.
Share
Strong
26%
💰
Value for money
Some customers praise discounts and perceived affordability; others report problems with loyalty vouchers and refund handling.
Share
Mixed
10%
⚡
User experience
Online shopping is described as efficient when staff intervene, but automated paths and chatbots frustrate several customers.
Share
Mixed
11%
🔧
Product quality
Product build and collections receive positive comments, though isolated manufacturing faults are reported and sometimes require exchanges.
Share
Mixed
8%
📞
Communication
Communication varies: prompt, helpful replies from named agents contrast with automated WhatsApp/chatbot messages and unclear returns emails.
Share
Weak
15%
⭐
Overall experience
Overall impressions split: many praise service and product quality, while others report slow refunds, missing items and poor automated support.
Share
Mixed
31%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Great customer service
"Excellent customer service from Raphaella at Jigsaw. I had to return an item that was too..."
AJ
Trustpilot
Sep 30, 2025
Featured for: Helpful staff resolving order issues
Customer service is an AI Bot
"In response to their comment below: No one has been in touch so that's a blatant lie and my concern in the review below (and in numerous WhatsApp thre..."
A Appleby
Trustpilot
Sep 30, 2025
Featured for: Extensive complaint about AI bot
No next day delivery
"Paid for next day delivery for an item. Failed to despatch the same day despite accepting my order and the £8 cost. No idea when this item..."
Helen
Trustpilot
Sep 30, 2025
Featured for: Paid for next-day delivery not despatched
Vouchers are not refunded if items refunded. Apalling customer service
"I purchased a jumper in store. I was not sure about it but agreed with the assistant to try at home as it was a lovely jumper. I paid part of it with..."
Lindsay Macintyre
Trustpilot
Sep 30, 2025
Featured for: Loyalty voucher not refunded
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
H
Hannah Rowe
trustpilot.com
Sep 30, 2025
Fabulous staff
Visited the Park St Bristol branch on Saturday. Staff member Joann...
t
terry cole
trustpilot.com
Sep 30, 2025
Ordered matching shirt and trousers
Ordered matching shirt and trousers Only trousers arrived .I had to contact Jigsaw to enquire why the top had not arrived and wa...
A
AJ
trustpilot.com
Sep 30, 2025
Great customer service
Excellent customer service from Raphaella at Jigsaw. I had to return an item that was too...
H
Helen
trustpilot.com
Sep 30, 2025
No next day delivery
Paid for next day delivery for an item. Failed to despatch the same day despite accepting my order and the £8 cost. No idea when this item...
L
LINDA MCNAUGHTON
trustpilot.com
Sep 30, 2025
Emma
Emma, the person from Customer Service was very direct and understood the issue that I had, regarding price...
T
Tracey Klaiber
trustpilot.com
Sep 30, 2025
Seamless Shopping Experience
Fabulous service. I had been trying to get hold of a dress in the sale for quite some time, but had trouble finding it or ordering it. I reached out t...
L
Lindsay Macintyre
trustpilot.com
Sep 30, 2025
Vouchers are not refunded if items refunded. Apalling customer service
I purchased a jumper in store. I was not sure about it but agreed with the assistant to try at home as it was a lovely jumper. I paid part of it with...
M
Mina Ara
trustpilot.com
Sep 30, 2025
I’m very happy with everything!
I’m very happy with everything! The quality of items,delivery,custome...
N
Net Brys
trustpilot.com
Sep 30, 2025
Excellent customer service…
I have recently had cause to contact customer services over an item that I found to be below their usual standard in terms of longevity. The response...
C
CB
trustpilot.com
Sep 30, 2025
Customer Service
Just to put in writing that when dealing with Jigsaw on line they always respond very quickly...
K
Karen Fidgeon
trustpilot.com
Sep 30, 2025
I’m so impressed with the support and…
I’m so impressed with the support and efficiency from Jigsaw online. I requested more de...
A
A Appleby
trustpilot.com
Sep 30, 2025
Customer service is an AI Bot
In response to their comment below: No one has been in touch so that's a blatant lie and my concern in the review below (and in numerous WhatsApp thre...
W
Westlondongirl
trustpilot.com
Sep 30, 2025
I did read the return T&Cs but I still…
I did read the return T&Cs but I still cannot see why it takes so long to receive a refund? In future, I won't buy online direct from Jig...
V
Virginia Valentine
trustpilot.com
Sep 30, 2025
I had a great customer experience in…
I had a great customer experience in the Kings Road store last week on a visit to London and was fantastically looked after by the store supervisor (I...
J
Jo
trustpilot.com
Sep 30, 2025
I had an issue with the Jigsaw loyalty…
I had an issue with the Jigsaw loyalty voucher, emailed the loyalty voucher email address three times, emailed customer services, tried the online cha...
J
Janet Ross
trustpilot.com
Sep 30, 2025
Issue with a returned item
I had an issue with a returned item and used the online customer experience link to contact the company. The chatbot didn't really answer my question...
N
Nicky Evans
trustpilot.com
Sep 30, 2025
Terrible Customer Support
I purchased several items in a store not local to me. Upon the first wearing I discovered a manufacturing fault. There appears to be no mechanism on l...
R
Rosanna Fernback
trustpilot.com
Sep 30, 2025
Jigsaw’s customer service is responsive…
Jigsaw’s customer service is responsive and helpful. The team addressed my concerns...
c
customer
trustpilot.com
Sep 30, 2025
I’d like to congratulate Jigsaw on your…
I’d like to congratulate Jigsaw on your latest collection. After two very lean years where I felt you had lost your usp - top quality and timeless sty...
C
Consumer
trustpilot.com
Sep 30, 2025
I received excellent service
I received excellent servic...
Conclusion
Reviews show a mix of strong, staff‑led customer service and recurring operational issues. Several reviewers name specific employees who arranged reorders, refunds or exchanges, indicating effective escalation when staff intervene. At the same time, multiple customers report problems with automated communication, delayed refunds and one‑off delivery failures (including paid next‑day services). If you are researching Jigsaw Puzzles Direct, check stock and delivery options before ordering and review the returns and voucher terms. For problems, reviewers found escalation to named customer experience staff often resolved issues more quickly than automated channels.