ComplaintsforBits And Pieces

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I orderd what I thought was a 6 piece set of 300 pc puzzles. However, when I received the carton and opened it all the puzzles were 1000 pc. I have poor eye sight and cannot use the 1000 pc puzzles. I would like to exchange for 300pc. if available.

  Business response

  02/05/2024

  Hello,

  We would like to inform you that we have issued a store credit in the amount of $60.45 for the customer's recent purchase. This store credit can be utilized at the customer's discretion for any future purchases. While it is not our standard practice to provide refunds or store credits for customer errors, we have decided to make an exception on this occasion as a one-time courtesy.

  The customer will receive an email containing their certificate number, which they can use at any time as it does not have an expiration date.

  If you have any questions or concerns, feel free to reach out to us.

  Best regards,
  Michaela

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a puzzle keeper - it was too large - when I contacted the seller regarding returning, the seller told me to use the supplied label - there was no label - ordered a different item, it came damaged - contacted the seller again and spoke to a different person - I was told a form isn't included in the shipment and I should have taken the first item to the post office - I had already passed it on to a friend - I was told to take photos of the second damaged item and email them - I was told that it wasn't necessary to return the damaged item and I would receive a credit - I have yet to be contacted.

  Business response

  01/15/2024

  Hello,

  We would like to inform you that a refund of $177.75 was initiated on January 12, 2024, and has been processed successfully. Please note that it may take up to 5 business days for the refunded amount to reflect on your original method of payment, PayPal.

  The customer was notified of the refund on January 13, 2024. If you have any further inquiries or concerns regarding this transaction, feel free to reach out to us.

  Warm regards,
  ********

  Customer response

  01/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company makes it impossible to withdraw your money. I already terminated my business with them after An asset recovery team ************** tracked and recovered my money

  Business response

  12/14/2023

  Hello,

  Regrettably, I couldn't locate any records based on the information provided. Could the complainant kindly provide an account number or order number to facilitate our investigation on our end?

  Warm regards,

  Michaela

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order *********** on November 14th, on the 16th I got an email stating that the goods were to ship in the vacinity of November 24th thru the 29th. I did not order in stock items to have them ship WEEKS later, not to mention the fact that the shipping will take an additional week. I have been trying to cancel the order but to no avail. Cancel IMMEDIATE refund.

  Business response

  11/16/2023

  Hello,

  I would like to inform you that the refund for the customer's order has been processed successfully. The refunded amount will be credited back to their **** credit card within the next 5 to 8 business days.

  Regards,

  Michaela W

• Initial Complaint

  11/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  11-05-2023

  Business response

  11/13/2023

  Hello,

  I would like to inform you that the customer's invoice has been modified, resulting in a zero balance. Despite the customer not making a full payment, we have chosen to make this adjustment as a goodwill gesture.

  Kind regards,
  Michaela W*****

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed-up over my phone for a new account allowing the company to send text messages to my cell phone number. When I signed up there was an offer for a 20% discount of any new order plus $5 shipping. I placed an order and used the coupon code provided by text message # *******. After placing my order and entering the code, I found that the shipping would be $10.99 rather than $5 as promised. I called and spoke to someone in customer service today and was advised that that coupon code does not allow $5 shipping and also that there is no 20% discount. I advised the rep that the offer was on their website and she insisted that it does not exist. Essentially I feel that I have been called a liar. This is in my opinion a scam.

  Business response

  11/03/2023

  Hello,

  Please be advised of the offer code. The customer attempted to use a code that provides them with free shipping on orders totaling at least $49.99. Unfortunately, customers cannot combine offers. The 20% discount and the five-dollar shipping offer are separate and cannot be combined. I have informed the customer via email of our policy regarding the inability to combine offer codes.

  Warm regards,
  Michaela W

  Business response

  11/06/2023

  Hello,

  Please be informed that the customer has the option to forward the email they received from us, and we will gladly emphasize the terms and conditions of the offer code that was included in the original email.

  Best regards,
  Michaela

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  It seems apparent that they do not wish to properly resolve this complaint, so I will make my own decision on how to proceed.
  

  
  Regards,
  
  ***** * ******
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a puzzle called "Forever Friends" approximately a year ago and just got around to doing it this week. The puzzle came new with the wrapper on but was missing a piece, in particular, a piece of the grey steeple on the church. This is extremely annoying after spending time working the puzzle. I would like a refund for this puzzle and I'll let you look up the particulars of the purchase because it's been too long and I don't have this information.

  Business response

  09/19/2023

  Hello,

  Advise customer by email that we will provide a store credit of $25.48 that they may use on their next order purchase. This order was placed in January 2021. We will not Be providing a refund be providing a refund as it is out of the guarantee, but we have provided store credit. Advise the customer that store credit will not expire as well.

  Kind regards,

  Michaela

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have bought a number of puzzles from Bits and Pieces over the years totaling hundreds of dollars for my elderly mom with cognitive issues. Other than very slow shipping everything was fine, except for order ***********, item # ***** FLOWER VENDOR 300 LARGE where the whole top row arrived damaged, and Item #***** SUMMERTIME BUNNIES 300 where the top right corner piece was missing. We just did these for Easter and it was very frustrating for her to have a missing piece and damaged pieces. I reached out to customer service and asked if we could get a credit for item ***** and be sent the one missing piece for *****, I included photos. All they deigned to do was offer a $5 credit. One would think with photos provided that Bits and Pieces would stand behind their product if damaged and with missing piece and offer a fair compensation by replacing the damaged pieces and the missing piece.

  Business response

  05/08/2023

  
  Hello, The customer was emailed and provided with an in-house credit for items that are in question. Advise the customer the credit will not expire and that they may use it at any time towards their next purchase.
  Warmest regards,
  
  Michaela W
  
  Garden’s Alive

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution IF the goodwill credit is applied  is satisfactory to me.  HOWEVER I am having a terrible time trying to get Bits and Pieces to apply the credit. Since one credit could be applied for online but the $15 goodwill credit had to be applied for either via phone or via email I called to put the order through. The person I reached was confused told me the puzzles weren't available and there was so much background noise that I couldn't continue. So I put the order through online applied the one refund credit as payment and immediately emailed customers service as I was directed to do to get the $15 goodwill credit also applied to the order - that was May15th. I still now on May 18 have not had the credit applied to the order. The order is for my 87 year old mother on a limited budget - I had ordered a number of puzzles with the faith the credits would be applied.

  I have contacted customer service repeatedly and have been given the run around. The credit is still not applied.

  The credits were generous and I thank them for the one used but the other one should have been applied to the order I repeatedly asked for it to be applied to. I am very disappointed by the lack of action from the customer service team. I hope this credit is applied to order # merchandise goodwill credit number ******** $15.00 to order Number : *********** or it is refunded to my credit card.
  

  I have included some of the emails above.
  
  Regards,
  
  ***** *******
  

  Business response

  05/18/2023

  Hello,

  
  Advise the customer via email that the $15.00 credit has been added to their order in question.

  
  Warm regards
  Michaela. W

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  HOWEVER the company has still not put the correct amount through to my credit card.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/25/2022 I ordered the square puzzle spinner and two puzzles. As the puzzle spinner is quite heavy to lift, .I decided to exchange for the adjustable puzzle table that rolls. I emailed customer service on getting a return label. Their response was, we do not offer return labels. When I went to find out how much it would cost to ship back, I was told it would cost $70.. So I wrote customer service back as no where in there return policy does it state that returns must be made at the buyers expense. They actually state "Order with complete confidence. If any of our products do not meet or exceed your expectations, you may ship the item back to us within 60 days for a refund or exchange. This led me to believe they would pay for the return shipping. As there is no way to leave a review for the company anywhere, I wanted to make sure other buyers knew that shipping back heavy items, for refunds or exchanges would cost them almost as much as the item. There also was no weight listed on the item. Thank you.

  Business response

  02/10/2023

  Thank you for contacting Bits & Pieces.  We are terribly sorry that out product item ***** Puzzle Spinner Surface Square is a bit to heavy for the customer. The total weight of this item is 24.00 lbs.

  We will be happy to refund or exchange the product but unfortunately we don't provide return labels. Our customers are responsible for returning the item back to us to take advantage of our guarantee. If the product is broken or damaged then we will process a refund or replacement without the customer returning the product.

   

  Thank you,

   

  Customer response

  02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Bits and pieces catalog and website gives you "free shipping" over a certain amount.  In their return policy it states "Order with complete confidence. if any of our products do not meet or exceed your expectations, you may ship the item back to us within 60 days of purchase." No where does it state shipping will be at the customer's expense.  That is what I would like to see added to return policy, as the item I purchased was $129.00 and shipping back would of cost me $70.00. As by adding the revised statement would show, full disclosure on returning an item.  Then as customers we would be fully aware before purchasing. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November, 2021 I purchased approximately $250.00 worth of 300 piece puzzles from this company. These were for an adult grandchild with intellectual/developmental disabilities. I attempted one with her right after Christmas but it was too much of a challenge for her so rather than return them I kept them to retry at a later date. For some puzzles I purchased two or three of the same puzzle in the event of a missing piece. This is critical because some children and adults with disabilities have to complete a task before moving on to the next task. It can be difficult for them to readjust. On October 17, 2022, I reattempted to introduce her to one of the new Bits and Pieces 300 piece puzzles. We completed it today. It was missing two pieces. I was not happy that I had paid for an incomplete puzzle but since I had an extra puzzle and I needed to help her to adjust to the inability to complete the puzzle, I opened the second puzzle and it also was missing the same two pieces. This is not a coincidence! This is a product quality and production issue. I immediately called Customer Service today and spoke with someone in India at their "Global Customer Service" division. Their representative indicated that the guarantee for missing pieces was only good for 60 days and all I could receive was a $20 credit! I asked three times for the phone number for the Corporate Office. Two times I was placed on hold and no one ever came back to the phone. I hung up and called back a third time and was put on hold then told that the office was closed and I needed to call back them back the next day. Clearly there was an effort to prevent me from being able to reach the Corporate Office. On their website it indicates that missing pieces will be replaced to ensure a "worry free shopping experience" and there IS NOT a time limit on that! I am seeking replacement of the missing pieces for both puzzles and any other puzzles that are still new and unopened.

  Business response

  10/19/2022

  *** ******,

  Thank you for your correspondence, I apologize for the issues you experienced with your puzzles (Spirit of Christmas), I checked and did not see that there were other reported issues with this puzzle so I believe the 3 I am reshipping should be okay. Your reship order number is ***********.

  I also noted your account to reship any puzzles with missing pieces, please let us know if we can be of any additional assistance.

  Sincerely,

  Kim J*****
  Bits and Pieces

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. This is not the puzzle that was missing the pieces and the cause for this complaint through the BBB. The title of the puzzles, as explained to the Customer Service Rep is "Snowman And Dogs Christmas Street" NOT "Spirit of Christmas" .  Thank you.
  
  Regards,
  
  ******** *******
  

  Business response

  10/20/2022

  *** *******,

  I apologize, I issued a reshipment of Snowman and Dogs Street, the new order number is ***********.

  Sincerely,

  Kim J*****
  Bits and Pieces

  Customer response

  10/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  

*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. ↩