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.
Examples from available reviews (Apr 2018 – Feb 2026).
Raphaella reordered a smaller size and honoured my discount.
“Excellent customer service from Raphaella at Jigsaw.”
Customer reports poor communication, automated bots, and delayed refunds.
“There is no customer service at all.”
Paid for next-day delivery but item was not despatched same day.
“Failed to despatch the same day”
Cash refunded but loyalty voucher not returned and complaints unanswered.
“The cash element of my payment was refunded but I was not given a credit note or replacement voucher”
Many reviewers highlight helpful in‑store and named staff who resolve orders and exchanges; a minority report fulfilment or support failures.
Some customers praise discounts and perceived affordability; others report problems with loyalty vouchers and refund handling.
Online shopping is described as efficient when staff intervene, but automated paths and chatbots frustrate several customers.
Product build and collections receive positive comments, though isolated manufacturing faults are reported and sometimes require exchanges.
Communication varies: prompt, helpful replies from named agents contrast with automated WhatsApp/chatbot messages and unclear returns emails.
Overall impressions split: many praise service and product quality, while others report slow refunds, missing items and poor automated support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (1) · Quotes shortened · As of: February 2026
Refunds take 14 working days and required chasing for processing.
“14 *working* days to refund AS STANDARD is just not acceptable”
Returned items not acknowledged and online channels unresponsive.
“I’ve had no acknowledgement of receipt of clothing returned.”
Bought an item, payment taken, then no fulfilment or human response.
“I have sent numerous enquiries talked to robots but not one person has replied .”
Enquiries were responded to and handled swiftly.
“Excellent response to my enquiries and swiftly dealt with.”
Sent incorrect item and refund delayed, online service slow.
“I ordered a necklace on 20 January & received a bracelet.”
Still no refund after 23 working days and 31 days total.
“23 working days/31 days total and still no refund.”
Customer says refunds are unacceptable and not provided in store.
“Refund? What refund? Totally unacceptable refund policy.”
Return confirmed but refund not received by 12 February.
“no surprise I am still waiting on my refund of £135.00!”
Order delayed and refund still not issued after over 14 working days.
“The refund process is taking ages!!!”
Return received on 11 January but refund still not issued by 11 February.
“Today is 11 February, and I am still waiting for my refund”
Harrogate store helped chase a refund and customer service responded promptly.
“Excellent customer service received from my local Harrogate store regarding a refund”
Return received 15 January but refund not received by 11 February.
“Online return was received by Jigsaw on January 15th and refund still not received on February 11th”
Refund delayed beyond 19 business days and digital assistants unhelpful.
“it has currently been 19 business days since the item was received in the warehouse and still no sign of my money!”
Returned order on 1 Feb and still no refund or response from online customer service.
“I’m still waiting for a refund which has been far too long”
Reviewer will avoid Jigsaw due to lengthy refund process and perceived unfairness.
“The refunds process is ridiculous.”
Refund delay and rude customer service message deterred future purchases.
“contacting us again will not speed up the process”
Technical voucher issues and inconsistent customer service caused slow, confusing resolution.
“website was not accepting gift vouchers at all due to a technical problem.”
Return received over a month ago but refund still not issued and customers kept waiting.
“Jigsaw have been in receipt of my return for over a month and I have still not been refunded.”
Leather jacket transferred dye to car seats and no remedy offered online.
“the dye from the jacket transferred to my car seats leaving marks everywhere.”
Long-time customer disappointed by long refund delays and may stop buying online.
“I’m still waiting for a refund which has been far too long.”
Staff member Joanne was very helpful and suggested many options.
“Staff member Joanne was amazing, really helpful and made loads of great suggestions.”
Only trousers arrived; customer was not told top was sold out.
“Only trousers arrived”
Raphaella reordered a smaller size and honoured my discount.
“Excellent customer service from Raphaella at Jigsaw.”
Paid for next-day delivery but item was not despatched same day.
“Failed to despatch the same day”
Emma understood the issue and helped find a solution.
“She was very supportive and engaged to find a solution”
Raphaella arranged the order and made the purchase easy.
“Raphaella was amazing - she arranged the order for me”
Cash refunded but loyalty voucher not returned and complaints unanswered.
“The cash element of my payment was refunded but I was not given a credit note or replacement voucher”
Reviewer is consistently very happy with items, delivery and customer service.
“I’m very happy with everything!”
Emma resolved the issue promptly and provided a goodwill gift voucher.
“The response from Emma at customer services was prompt and professional.”
Jigsaw online responds quickly and follows up to resolve queries.
“they always respond very quickly and check that my query has been resolved”
Jigsaw online provided quick, efficient support with item details.
“I’m so impressed with the support and efficiency from Jigsaw online.”
Customer reports poor communication, automated bots, and delayed refunds.
“There is no customer service at all.”
Refunds take too long so reviewer will avoid buying direct.
“Another two weeks to wait for my money to be returned.”
Stores provided exemplary service and helped exchange a faulty jumper.
“I couldn’t have been more impressed with the service”
James resolved the issue after initial non-response and restored customer's confidence.
“thanks to the immediate response from James, Customer Experience Manager”
James contacted and promptly sorted the returned item issue.
“he sorted the issue extremely promptly and very professionally.”
Faulty item was not properly resolved and only a 15% voucher was offered.
“a voucher for 15% off a new purchase”
Customer service addressed concerns quickly and professionally.
“Jigsaw’s customer service is responsive and helpful.”
Reviewer praises the new collection's quality and style.
“I’d like to congratulate Jigsaw on your latest collection”
Service was excellent, staff were helpful and patient.
“I received excellent service, very helpful and patient”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of 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.