puzzlesup.com Reviews 570

Anna was very responsive when I asked a question, she got back to me right away, even on a Sunday evening. The puzzles are very good quality, I'll buy from them again.

I gave her one star review to puzzle up because they did not ship as promised and did not agree to refund. Still have not received the shipment. The responded that they would have someone help resolve this issue. Their response was to try and blackmail me into a five star view. Read their response and then my original review below.

Hello,

We received your 1 star review from Trustpilot and we want to ensure that you're happy with your experience with us.

We will refund your order once you update your review to 5 stars.

Once done, please send us a screenshot of your updated review then we will initiate the refund.

Thank you and looking forward to hearing from you.

My complaint:
Ordered puzzles with a 4 to 7 day delivery. They just confirmed that the puzzles are from overseas and will not get here in time for our trip abroad. Order was placed on March 18. It is now March 31. They have confirmed that the puzzles are not even on US soil yet. Seems that they are being sourced out of China. Despite many attempts to work with them they have refused to cancel the shipment or refund the payment.

I’ve responded to PuzzleUp with regards to their response as follows:
Stated I placed the order on March 19. I started getting concerned when I hadn’t received anything and until March 29 I sent an email to your support.

I was contacted by Anna Brown and I explained the urgency of getting it before 4/2 as I was leaving for the UK and these puzzles were supposed to be gifts for family members.From the 29th onwards there were a number of email sent backwards and forwards with the final one on March 31 saying unfortunately, we can no longer cancel or stop the shipment of your package since it’s been shipped out from our warehouse. Hoping you for your kind understanding. No discussion on a refund from Anna.

I don’t see how you’re able to make this right but I would be interested in your response.

Kind Regards,

I got their automated response that I first received on March 29 from Anna Brown, which basically said someone will get back to you.

Then I got the message trying to buy the five star review as noted above.

I was missing a couple of pieces to my puzzle. They replaced the puzzle quickly. The puzzles are of good quality.

I like the product but it takes awhile to receive it

Ordered 8 small puzzles. They eventually arrived and 6 of the boxes were smashed to pieces. They were intended as a gift and are therefore useless in their present condition. I have been offered 20% off of each item that was damaged. COnsidering the whole item is in a state that cannot be given as a gift, this is not an acceptable refund. THe boxes have broken into dangerous shards and I am getting fed up with sending numerous photographs of the damage.

I have "reached out " to Customer Services and the response to my complaint was not satisfactory. However, I have health issues and cannot pursue this further so have accepted the offer to replace the boxes. Maybe I can sell them on!

It took three months for my puzzle to arrive. I contacted the company several times and they even had the nerve to email me that my puzzle had been delivered. It had not. Don’t order from them.

They keep telling me they want to make it right. I contacted them several times to ask for just that. All I got was an email that said my order had been delivered when it hadn’t. Very poor service.

These are the most colorful and fun little “keepsake” puzzles ever. The detail on the pictures is amazing and I know my little ones are going to LOVE each getting one to keep!

So nice to deal with a company that stands behind their product ( and delivering issues)
Nice puzzles! Small one was surprisingly small pieces but fun to do!

Very colorful and well made. Be sure to look at the size/number of pieces as a "large" puzzle only took me about 1.5 hours.

Okay, I ordered too many puzzles, I asked to return them, unopened, and get my money refunded. They now have said I could return them and get a small refund.

I ordered a few puzzles, they arrived promptly. The first one I did was missing a piece. I contacted the company & this was immediately sorted & a replacement puzzle was sent, which took a month to arrive. Anna was great during this process. I am confused as to whether they are really closing down though.

Ordered a puzzle in January. After about 5 weeks of hearing nothing (my card was charged almost immediately) I emailed them. Reply said the puzzle was on the way. Got a few tracking notifications, but their tracking number was not legit with USPS. Finally got info that the package had insufficient postage and would not be delivered. I asked for a refund, and after 2-3 weeks I got one. Not a good experience.

I contacted the company and Anna replied immediately regarding the broken box that my puzzle arrived in. She could not have been more helpful and it is much appreciated. Sandie

First order, no problem. Second order was lost, but replaced and finally arrived. Anna was helpful

PuzzlesUP was extremelly disappointing. The company took much longer than promise to ship the puzzles. over two weeks as supposed to 4 to 6 bussiness days.
I received them a couple of days ago, while the puzzles are cute and the pieces seem to be sturdy, the puzzle itself does not hold together, it keeps moving, so when you place a piece others come out. This feature makes this puzzles very hard and frustrating to complete. All other puzzles than I have made for many years hold together, once you put a piece on it stays. I would NOT RECOMMEND these puzzles to anyone.

My order was never delivered but the staff was very quick to find and fix the problem. A new order was sent out and received. I did the first puzzle right away. I’m so happy to have ordered the puzzles.

Terrible service from a site that uses false claims (lies) of going out of business to justify no returns on shoddy products.

[edit] I had already reached out to their support; hence, my original claim that the service was terrible.

First it was issues with shipping and billin;g; after getting the puzzles, the experience continues. Aside from being much smaller than advertised, the pieces are made of super cheap material; some of the pieces literally fell apart while being held.

Anna made sure that my puzzles arrived. She went above and beyond what I expected. I love the puzzles and wanted them for gifts. Thank you so much for your GREAT support Anna.

I ordered 2 large puzzles but received 1 large and 1 small. After some time finding the correct contact to their customer service they were quick to respond and after sending pics of the packages they were very happy to offer a replacement for the wrong size puzzle. They seem to be busy and so it took a while for the replacement to come. I was a little worried but they assured me the replacement would be shipped and after a couple of weeks it did show up.
All in all, my family loves these puzzles and we will be looking to buy again.
If you have a problem, just contact their customer service, they are responsive, polite and considerate and that saved their reputation for us.

I had an outstanding experience with this company, thanks to their exceptional customer service. From the moment I reached out, their communication was prompt, professional, and friendly. They were incredibly responsive, addressing all of my questions and concerns with clarity and efficiency. Not only did they resolve my issue quickly, but they also made sure I was fully satisfied every step of the way. It's rare to find a company that prioritizes both professionalism and a personal touch – highly recommend!