Beautiful, challenging puzzles in great sizes! The puzzle color is not as bright and vibrant as the picture provided, but the magnificence is all there. The pricing is reasonable and the finished puzz... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My friend Lenore in San Francisco told me about your great sale (out of necessity) on wooden puzzles. And indeed it has been a great recommendation. My sister and I often exchange puzzles twice a year... See more
Company replied
These puzzles are beautiful & very well made. So far I have only completed the small puzzles, that's why I purchased the larger puzzles. Consider them to be a medium difficulty so far. Can't wait to... See more
Company replied
To date we have ordered & received a total of 16 puzzlesup puzzles over the last 15 months without any problems whatsoever. They all arrived well wrapped & padded in perfect condition. After every ord... See more
Company details
Written by the company
Craft Hub was founded in 2019 by Isabelle and Pierre, parents of three kids in Montreal, Canada. Craft Hub is the answer of a very important question for parents: “How can we find creative and fun activities to recommend our kids to play”? Especially in a world where kids are so easily confronted with video games portals. Isabelle and Pierre thus came up with the idea to create a store that would provide games enhancing the creativity of their loved ones. While the store initially targeted kids, adults progressively became the main customers of the store as they do were looking to satisfy their quest for creativity. After all, creators have no age! Craft Hub is now present on three continents and is serving hundreds of creative seekers per day. We put our customers first and continuously create ways to please them with new products and new concepts.
Contact info
16192 Coastal Highway , 19958, Lewes, United States
- support@puzzlesup.com
- puzzlesup.com
3.5
Average
570 reviews
Replied to 97% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Products Were Never Delivered
SHAME ON ME for not checking out this company prior to ordering!
I placed the order with a committed delivery time of 3-6 days per my order receipt). Fifty-six (56) days later the products still are sitting in Customs and have not been delivered despite multiple email exchanges with the company. Fortunately, I paid the merchant using PayPal, I escalated the matter to them, and I had a favorable outcome (thank you to PayPal).
Had I done what I normally do and checked out Puzzle Up, I would have known that Puzzle Up has a long history of reviews from disappointed customers. There are many stories customers buying "on sale" puzzles which unbeknownst to the customer are drop shipped from China and end up having excessive delivery times (...or no delivery at all). They promise fast deliveries and then provide calm, reassuring responses to your emails from their "customer service" rep "Anna". They are a dishonest, deceptive company and I would not recommend doing business with them.
22 June 2025
Unprompted review
Reply from puzzlesup.com
Hi Jeff,
We’re truly sorry to hear about your experience and the frustration caused by the delay in receiving your order. This is not the level of service we want for our customers, and we completely understand your concerns. While customs delays can sometimes occur beyond our control, we know how disappointing it is to wait much longer than expected.
We’d love the opportunity to look into this further and make things right for you. Please reach out to us at support@puzzlesup.com with your order details so our customer care team can assist you directly. Your feedback is very important to us, and we’re committed to improving both our communication and delivery process.
Thank you for sharing your experience with us, and we hope we can earn back your trust.
I love the beautiful puzzles and the…
I love the beautiful puzzles and the different shapes are a lot of fun to put together.
14 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Gary!
So happy you’re enjoying the beautiful puzzles and fun shapes! 🧩✨ Thank you for sharing your kind words. It makes us smile!
These puzzles are amazing
These puzzles are amazing! Great wood pieces and the coloring is bright and beautiful. I’m gonna buy more. Very fun and unique shapes make it fun
12 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Mich!
Thank you so much! 🧩 We’re so happy you’re enjoying the bright colors and unique shapes. Can’t wait for you to have even more fun with your next puzzle!
Love these puzzles, in my collection & as a gift
My friend Lenore in San Francisco told me about your great sale (out of necessity) on wooden puzzles. And indeed it has been a great recommendation. My sister and I often exchange puzzles twice a year. And also my neighbor next door and I trade puzzles. I really appreciate the skill that goes into the design and manufacturing of these great puzzles from nicely unique laser cuts. Yea! Cool subject matter - so much to choose from. thanks. My favorite cut has all the "loopy hooks".
11 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Lori!
Thank you for sharing such a lovely story! 🧩✨ We’re so glad our puzzles have become part of your circle of fun and creativity. It’s wonderful to hear how much joy they bring. 💛
Wonderful selection of fabulous puzzles…
Wonderful selection of fabulous puzzles for all abilities and ages. Easy to order and reasonable delivery times.
5 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Brenda!
Thank you so much for your kind words! We're really glad you enjoyed the variety—we can’t wait to bring you even more puzzle fun next time! 😊🧩
false advertising
false advertising - this company this has been going out of business for over a year but they just released 200 NEW puzzles!
5 August 2025
Unprompted review
Reply from puzzlesup.com
Hi Ragnar,
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns and appreciate the opportunity to clarify.
While we understand how the timing of our product releases might appear confusing, we want to assure you that we are still fully operational and committed to serving our customers. Any updates regarding our business status are always shared transparently through our official channels.
If you have any questions or feel that something in your experience was misleading, our customer support team would be happy to speak with you directly and clear things up. You can reach us anytime at support@puzzlesup.com.
We value your feedback and hope to restore your confidence in us.
I ordered a number of puzzles
I ordered a number of puzzles, but I didn't get the large one I ordered. The company wants the order number, but when I click on the email that says my order has been delivered, there is absolutely no information about what was ordered. I have several emails with no information at all, nor can I track my order because I don't have the number. I will never order from these people again. They make it impossible to communicate with them or to find missing orders. The puzzles I received are fine, but I'm still missing the larger ones. This is why I don't usually order anything online.
3 July 2025
Unprompted review
Reply from puzzlesup.com
Hi Janet,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience and understand how frustrating it must be to feel unsupported—especially when you're missing an item from your order.
Please know that this is not the level of service we aim to provide. We’re committed to making things right and would love the opportunity to help locate your missing puzzle and provide any support you need.
If you could kindly reach out to our customer care team at support@puzzlesup.com, we’ll do everything we can to assist you promptly—even without the order number. Just include the name or email used at checkout, and we’ll take it from there.
We appreciate your feedback and hope we can regain your trust.
Warm regards,
The Puzzles Up Team
Don't order from this site!!
I ordered $75 dollars' worth of puzzles and received an email saying they shipped and should arrive by July 11, 2025. They never gave me a tracking # and no way to check on their site. Total rip off. Haven't seen anything and I ordered on June 20, 2025. Trying to dispute charges. Don't order from this site.
20 May 2025
Unprompted review
Reply from puzzlesup.com
Hi Wendy,
We’re very sorry to hear about your experience and understand how frustrating this must be. Please know this is not the level of service we aim to provide. We’d love the chance to look into this and make things right for you. Kindly reach out to us at support@puzzlesup.com with your order number or the email used during checkout, and our team will assist you promptly. We truly appreciate your feedback and hope to resolve this for you as soon as possible.
Warm regards,
The Puzzles Up Team
Responsive customer service!
I ordered three Puzzle Up puzzles for my sister as a birthday present. I placed the order at the June 29 and paid $9.90 for shipping. I then received an email that delivery will not be until July 20- 22. There was no indication when I purchased that shipping could take that long. As a result, I wrote a harsh review, and also complained directly to the company.
The company responded by expediting the shipment, so my sister received it in advance of her birthday! Also, she tells me that the quality of the puzzles is really excellent. I am very appreciative that PuzzlesUp responded so positively to criticism.
6 July 2025
Unprompted review
Reply from puzzlesup.com
Hi Richard,
Thank you for your feedback, and we're really sorry to hear about your experience. We completely understand how disappointing it must be—especially when ordering a gift for a special occasion like your sister’s birthday.
While our standard delivery timeframe is typically 7–15 business days, delays can occasionally happen depending on the destination and carrier capacity. We truly apologize that this wasn’t clearly communicated at checkout, and we’re already working on improving how we share shipping estimates upfront.
We’d love the opportunity to make this right. Please reach out to us at support@puzzlesup.com with your order details so our team can assist you further.
Thank you again for your honest review. It helps us improve.
Warmly,
The Puzzles Up Team 🧩💛
My mother loves these puzzles than the Traditional ones
I got at least two dozen of these puzzles for my 94 year old mother. She has been doing puzzle since she was a child so sort of an expert. These puzzle were hard at first I think the small ones were the hardest but now they are quick easy for her but she still loves doing them. Love the vivid colors, the shapes of the puzzle and the pieces, not just rectangle shape puzzle. So I’m getting a few more puzzles before you close down. Thank you. My mother looks forward to doing these puzzles more so than the traditional ones.
1 March 2025
Unprompted review
Reply from puzzlesup.com
Hey Diana!
Thank you so much for sharing this—it makes us so happy to know your mom enjoys our puzzles and that they’ve become a part of her routine 💛 We’re truly grateful to be part of something so special!
Have not received my puzzles that I ordered…
Have not received my puzzles that I ordered a month ago.
4 July 2025
Unprompted review
Reply from puzzlesup.com
Hi Ivy,
We're so sorry to hear that your puzzle hasn’t arrived yet. That's definitely not the experience we want for you. We understand how frustrating this delay must be, especially after waiting a month.
We truly care about making things right and would love the opportunity to look into this for you. Please reach out to our customer service team at support@puzzlesup.com, and we’ll prioritize your case to ensure it gets resolved as quickly as possible. 💛
Thank you for your patience, and again, we’re very sorry for the inconvenience.
Warm regards,
The PuzzlesUp Team 🧩✨
Enjoyed the challenge and love the way…
Enjoyed the challenge and love the way these puzzles are put together. Beautiful after words .
19 June 2025
Unprompted review
Reply from puzzlesup.com
Hey Shannon!
Thank you so much! We’re really glad you enjoyed the challenge and loved how the puzzle came together—it means a lot to hear that! 😊🧩
Reviewing after 18 puzzles
I have ordered 2 lots of 9 puzzles, and every one arrived. I ordered 2 for each member of the family and 1 extra as a gift each time. Everyone loved them, and I would say they are worth the price, as other wooden puzzle places charge a lot more. The wooden boxes were hard to close again after opening, but I think I have the nack now, so if you need a hand let me know lol! Really enjoying redoing the dragon ones at the moment. Customer service are prompt and understanding, after I raised a worry about the wood pieces not being fully seperated. All in all, definitely go for puzzlesup, they are good value and have designs you will actually want to do.
26 April 2025
Unprompted review
Reply from puzzlesup.com
Thank you so much for sharing your experience—it really means a lot that you’ve chosen us for your whole family! We’re so glad you’re enjoying the puzzles (and mastering those boxes!) 😊🧩
Delivery was on time Yes
Delivery was on time, plus a great variety of puzzles to choose from. I think you should have a Christmas in July sale with the puzzles I already bought for Christmas gifts.
15 June 2025
Unprompted review
Reply from puzzlesup.com
Hey Doris!
Thank you so much—we’re really glad you loved the variety and that your order arrived on time! And we love your Christmas in July idea… noted! 😊🎄🧩
Appears to be a scam
Appears to be a scam. Have been trying to track the package. Company responds that it is the shipping companies fault. Shipping company non communicative beyond AI assistant telling me that the package was undeliverable due to bad address. Have verified address with puzzle up and with delivery service. Delivery says a customer service agent will contact within 24 hours. It never happens. I’ll be asking the credit card company to cancel the charge. Don’t really care if it’s the puzzle company or the shipping companies fault anymore. I never got my 60$ plus worth of puzzles.
23 June 2025
Unprompted review
Reply from puzzlesup.com
Hi Pauline,
We’re truly sorry to hear about your frustrating experience and completely understand how disappointing this must be. Please know that this is not the experience we want any of our customers to have.
While there are times when shipping issues are unfortunately out of our control, we take full responsibility for making things right when they arise. We appreciate you verifying your address and reaching out, and we're sincerely sorry that you haven't received the support or resolution you deserve.
We’d love the chance to fix this. Our dedicated customer care team is ready to assist you directly—please email us at support@puzzlesup.com with your order number so we can look into this immediately and provide a solution.
Thank you for your patience, and again, we’re very sorry for the trouble this has caused.
Maybe not a scam, but terrible service and communication
UPDATE: Surprisingly, my puzzles arrived. I had given up on them. The puzzles appear to be what they described. Nevertheless, I won't be ordering any more.
Has been more than a month with Tracking information on 17Track (which I've never heard of - I need to check if that is a legit company) stating "Your package is waiting to be picked up by the carrier." Today I received an email saying my package has been delivered, which it has not and the tracking info still "waiting to be picked up by the carrier." The contact address for Trustpilot is not the same as what is listed on the PuzzlesUp Contact page: Unit, 17/F, Glenealy Tower, No.1 Glenealy, Central, Hong Kong S.A.R. I am convinced that THIS IS A SCAM. I am thankful that I only lost $30.
20 June 2025
Unprompted review
Reply from puzzlesup.com
Hi Sal,
We're really sorry to hear about your experience and understand how frustrating this must be. Please know that PuzzlesUp is not a scam—we’re a real company, and we want to help make this right.
Sometimes tracking updates can be confusing, especially with international shipping, and we’re happy to explain and check it for you. 17Track is a trusted tracking tool, but we understand it may not be familiar to everyone.
Please email us at support@puzzlesup.com with your order number so we can look into this and help fix the issue.
Thank you for your patience,
The PuzzlesUp Team 🧩💛
My Daughter-in-law has been I'll so I…
My Daughter-in-law has been I'll so I thought I would order some puzzles for her. According to all the reviews, the puzzles and pieces are small and small won't work for her! However, I was going to order anyway and figured someone in the family could put them together! BUT, after I completed the order and went to pay with my bank card, the bank contacted me claiming it was a fraud!
18 June 2025
Unprompted review
Reply from puzzlesup.com
Hi Cindy,
Thank you for sharing your experience, and we're truly sorry to hear about the concern it caused. We understand how important it is to feel secure when shopping online, and please know that we are a legitimate company trusted by many puzzle lovers worldwide. Sometimes banks may flag international purchases as a precaution, but we’re here to help every step of the way. If you need assistance with your order or have any questions, our friendly customer service team is ready to help at support@puzzlesup.com. We’d love to make things right for you and your daughter-in-law.
i ordered a puzzle and have not…
i ordered a puzzle and have not received it. Got a your puzzle has been delivered but no puzzle. I sent two emails with order number and have never received a reply. It's been three weeks and I am ready to file a claim to get my money back on my credit card. I think they are a scam.
21 May 2025
Unprompted review
Reply from puzzlesup.com
Hi Karen,
Thank you for bringing this to our attention. We're very sorry to hear that your puzzle hasn’t arrived and that your previous messages may not have been responded to—this is certainly not the experience we want any of our customers to have. We take these matters seriously and would love the chance to make things right. Please reach out to our customer care team at support@craft-hub.com so we can investigate and assist you directly. We're here to help!
Yes it is a scam
They said they were located in Aongatete in Bay of Plenty New Zealand, I live in Taupo Waikato NZ, so not far away. They claimed to be going out of business and having a closing down sale.
I ordered and paid for an A3 Owl puzzle, yesterday later I received an A5 instead.
The price on the site was quooted in US$ which was strange for an NZ company selling locally. i got billed for NZ$71, and the site quoted $49, very confusing.
The goods arrived from China.
I think this site is a scam on multiple fronts, I will not be buying more.
6 June 2025
Unprompted review
Reply from puzzlesup.com
Hi Alan,
Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience. We understand how frustrating this must have been and appreciate you bringing these concerns to our attention.
We’d love the opportunity to make this right and clarify any confusion regarding your order and pricing. Please reach out to our customer service team at support@puzzlesup.com so we can look into your case and assist you directly.
These puzzles are amazing!
These puzzles are amazing!! I have purchased 10 of them and the quality is phenomenal!
3 June 2025
Unprompted review
Reply from puzzlesup.com
Wow—10 puzzles! 😊 We're so glad you're loving them, and we truly appreciate your support and kind words!
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