Tim H.
Everything was Great, until it wasn’t
During the past couple of months I’ve purchased about 7 puzzles from the Puzzle Warehouse (PW). Some for me and some for grandchildren. Six of the seven puzzles were great and I expected to have PW as my “go-to” shop for puzzles. However, that has changed. One puzzle had at least one defective piece, this piece prevented me from completing the border/frame of the puzzle. Customer service was responsive and friendly. They requested I email photos of the piece, and after receiving my email they agreed to replace the puzzle. The catch was they required me to pack up, and ship the puzzle back to them. I’m sorry but the time, effort and expense is not worth getting a replacement for a defective $16 puzzle. I just tossed it in the recycle bin. I will find a new “go-to” for my puzzles, someone local. It’s a shame as I average about 3 or 4 per month. The PW, stepped over a dollar to pick up a dime.
Response from Puzzle WarehouseOct 5, 2026
Tim, you're right, and thank you for taking the time to write this. Asking you to pack up and ship back a $16 puzzle because of a defective piece was the wrong call. Our own policy for defective puzzles is a replacement or a full credit with nothing to send back, and that isn't what you got. That's on us, and we've gone over it with the whole team so it doesn't happen to the next customer. You put it perfectly: we stepped over a dollar to pick up a dime. I've emailed you directly offering to send a replacement, no return needed, and I hope we get the chance to be your go-to again.