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Business Profile

Games

Masterpiece Puzzle Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Games.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The date of the transaction was 12/28/25 and I purchased a 3000 piece puzzle produced by Masterpieces Inc for around 13 dollars. The puzzle is defective because the pieces in the middle of the puzzle don't fit together. I have contacted the company numerous times through email requesting a replacement puzzle because they have a guarantee to replace defective puzzles. They state that this isn't a defective puzzle and refuse to honor their guarantee. I have since searched reviews on Amazon and this is a common problem with their larger puzzles.

    Business Response

    Date: 01/29/2025

    That puzzle is marked defective which is why it's 80% off, the defects in the puzzle are very clearly outlined in the listing data

    Customer Answer

    Date: 01/30/2025

    I bought this puzzle at Hobby Lobby and there isn't anything on or in the box that warns the customer that it is defective.  If fact I have several emails from the company that refuse to exchange the puzzle because they state that a puzzle that doesn't fit together isn't defective. 

  • Initial Complaint

    Date:01/15/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received the glue sheets in my order, but the puzzle frame box was opened and empty when I received It. I emailed them 5 days ago with pictures & info. I have tried to contact them through social medical and other means to no avail. There has been zero response.

    Customer Answer

    Date: 01/24/2025

    I have finally been able to get ahold of the Masterpieces puzzle company and they issued a refund. Thank you, 

    Jennifer Clevenger 

  • Initial Complaint

    Date:02/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two brand new puzzles "Blossom" and "Gershwin" from this company, and they were Christmas gifts. Both puzzles were missing pieces. Bothe puzzles cost a lot but more importantly they were Christmas gifts for a spouse. Since they were Christmas gifts, it was very disappointing for the person who received the puzzles to find out upon completing the puzzles that they each missing pieces. To receive a gift that is incomplete is very disappointing. For the price I paid for these puzzles I expect better quality than I received. The company sent one replacement which was not a duplicate of one of the puzzles that had a missing piece. I paid a high price for each puzzle I listed at the beginning of this complaint. If this company cannot give me the puzzles I originally purchased, then they should do the right thing to maintain good customer relations and refund my purchase price for each puzzle. If they cannot do one of these options, then I will no longer purchase puzzles from this company. I am on a fixed income, and I will not pay for poor quality products from this company in the future. It is very disappointing to purchase Christmas gifts for your spouse only to learn they received incomplete products. I expect the company to do the right thing to maintain good customer relations. I have checked their website and they do have each puzzle in my complaint. So, there is no reason why they cannot send me each puzzle I listed in my complaint.

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 18, 2022 I purchased two puzzles from Puzzle Warehouse, an on-line website. I completed the one, a 1000 piece piece wildlife puzzle, that I had purchased for my son's birthday. We were going to frame it. It was missing two pieces. I sent photo's to the company of the missing piece completed puzzle and asked for a replacement. It ended up going to PayPal to their Resolution complaint center. That company told me to contact the Manufacturer of the puzzle: MasterPieces. I did that; and I asked for the missing pieces to be sent, or to send me a replacement and I would locate the missing pieces and return the remainder to them. That was approximately almost three weeks ago. In the meantime, MasterPieces sent me an email to say they can not replace the pieces; as each cut of their product is different, so no two puzzles are the same and it was meaningless to search through a replacement because the two pieces, if found, would not match. They then offered me a replacement of the puzzle, I needed to complete a form on their website. The problem was, they REQUIRE a tracking number located on the actual puzzle box to be included on the form. I do not have the actual puzzle box. It was a small box, and the puzzle included a small poster to use when assembling the puzzle, so I kept and used the small poster and discarded the actual puzzle box. I believe it was December 29 or December 30th when one of their customer reps emailed me and said no problem, he would ship me a new puzzle and did I prefer the same one or a different puzzle. Since the puzzle was difficult, I explained I would like a different one, which was still of a wildlife scenery. I asked for a puzzle, same cost, same piece count, same size, and sent him the item number and my address. Today, a rep tells me I must fill out the form- and put the required tracking number. I tell her I don't have it, again, explaining this was to be resolved last week. It occurs to me the company will not honor anything.

Masterpiece Puzzle Company is NOT a BBB Accredited Business.

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