Jigsaw is a brand that has long been synonymous with quality, style, and trustworthiness. For years, it’s been a go-to for many, including myself, for its timeless pieces and reliable service. However, my recent experience has shattered that perception, highlighting how even the most reputable brands can falter when common sense and customer care are overlooked.
The saga began when I placed an order for four jumpers during a sale. Among them was a navy jumper, reduced to £74 from £99. While the other three jumpers arrived promptly and without issue (all ordered at the same time), the navy jumper was missing. When I reached out to the company via their chatbot, I was told that the navy jumper couldn’t be delivered due to an “unclear address.” This explanation made little sense, given that the other three items had arrived perfectly well at the same address.
After further inquiries, I was informed that the navy jumper could not be fulfilled due to a high demand during the sale. This, frankly, is unacceptable. Companies should not advertise items at a discounted price if they are unable to fulfil the demand – it’s misleading and goes against Trading Standards.
My frustration grew as I navigated a maze of conflicting information and broken promises from Jigsaw’s team. One representative, James, assured me that a navy jumper would be sent. It never arrived. Instead, he offered me a 25% discount code to reorder before 31st December – a hollow gesture when all I wanted was the jumper at the original sale price of £74.
Another representative, Emma, claimed to have located the jumper in their Bournemouth store and promised it would be sent to me. Again, nothing happened. Instead, I received an email informing me that a refund had been issued. This refund was sent to a bank account I had since closed, creating further complications.
Adding insult to injury, I discovered that the navy jumper was back in stock online at the full price of £99. It felt like a deliberate attempt to avoid honouring the sale price. Meanwhile, Jigsaw offered me a 15% discount on a reorder and later a £10 refund, which still left me far worse off than my original purchase.
The saga didn’t end there. I noticed on their website that customers who ordered two jumpers were eligible for a complimentary care pack. I had ordered four jumpers and received no such pack. Furthermore, online shoppers were being automatically given 15% off their orders – a benefit I wasn’t offered during my purchase.
Months later, the issue remains unresolved, leaving me disillusioned with a brand I once trusted implicitly. This entire debacle has been a colossal waste of time and energy for both sides. What should have been a straightforward resolution – sending the navy jumper at the original price – was bungled at every turn.
Jigsaw’s handling of this situation has been nothing short of shambolic. It’s a stark reminder that even the most trusted brands can lose sight of their values when customer service and common sense are neglected. My hope is that Jigsaw reflects on this experience and takes steps to rebuild the trust they’ve lost, not just with me, but with countless others who expect better from a brand of their stature.
Original date of order: 30th November, 2024
Today’s Date 6th January, 2025
Still unresolved!
#Jigsaw #onlineshopping #TradingStandardsviolation
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Update
21st January – finally sorted.
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