Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a puzzle board for Christmas as a gift. I live in a small space and this board is humongous. I wanted to exchange it and was told the cost to return the board was going to be at my expense. The cost to ship it back is $46. That's almost half the cost of the board to begin with. My daughter in law paid $20 to have it shipped and now it's $46 to ship it back only to pay to have another board shipped. I've called and practically begged for them to supply a return shipping label and get nothing. Yet the website says 100% satisfaction guaranteed. I cannot afford $46 to send an item back.

  Business response

  12/31/2024

  Hello,

  Thank you for reaching out to us.

  I would like to clarify that our policy does not include a 100% satisfaction guarantee. However, we do guarantee that if an item is damaged or if any parts are missing, we will promptly resolve the issue by either reshipping the item or providing a replacement certificate to the original account holder.

  In this case, as the item is not damaged but rather deemed too large, we kindly advise that the recipient discusses this matter with the purchaser. Per our return policy outlined on our website, customers may return items at their own cost, provided the item is in its original condition. Once the return is processed, a refund will be issued to the original account holder.

  At this time, no further action is required from our end. Please rest assured that we are committed to adhering to our policies to ensure fair and consistent resolutions.
  Should you have any further questions, feel free to contact us.

  Kind regards,

  M*******

  Business response

  01/02/2025

  Hello ********* *****,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised and ensure clarity for our customers.

  We understand the confusion surrounding our satisfaction guarantee and sincerely apologize for any inconvenience caused. To prevent further misunderstandings, we will work with our marketing team to have the satisfaction guarantee clearly explained and published on our website.

  In this particular case, we will be issuing a full refund of $152.18 to the original purchaser of the puzzle table. The refund will be processed back to the original method of payment and may take 5–10 business days to reflect in the purchaser’s account. Additionally, the complainant is not required to return the table. They may choose to keep it, donate it, or dispose of it at their discretion.

  We remain committed to providing exceptional service and ensuring customer satisfaction. Please do not hesitate to reach out if further clarification or assistance is needed.

  Kind regards,
  M******* W*****

  Customer response

  01/02/2025

  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,
  
  ***** *******
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/2/24 I ordered a Deluxe Swivel Puzzle Easel from Bits and Pieces. Upon delivery 12/6/24 and unpackaging the puzzle board, it was clear that it was poorly made and/or damaged based on discoloration of the wood frame with sections appearing to have water damage, sections with stain missing or rubbed off, and sections with excessive dried stain dripped onto the frame. I reached out to Bits and Pieces by phone and e-mail (including pictures) on 12/7/24 with a request to return the defective item and seeking a refund. On 12/8/24 I received a reply from customer care stating "unfortunately we are no longer issuing a refund as a part of our guarantee policy" but they provided a credit/replacement certificate to be used for another product of theirs. Based on this experience, I was not interested in purchasing another product from this company. It is clear from their website that they do offer refunds or exchanges if products do not meet or exceed expectations. I then received an e-mail on 12/9/24 from the ******** customer service (I live in the US) requesting that I sent the puzzle board back to them (at my cost) to an address in *******. The shipping estimate for this item from the USA to Canada via *** was $159.89 which is almost the price of the item itself! I asked Bits and Pieces if they would guarantee payment/reimbursement of the shipping fees and received no response. My experience appears to be entirely consistent with what others have reported with this company. Their website speaks about striving for customers to order with complete confidence and nowhere does it state that customers are responsible for return shipping fees when returning damaged or defective items.

  Business response

  12/20/2024

  Hello,

  We sincerely apologize for the inconvenience caused by the damaged item you received.

  Please be assured that a full refund of $179.34 has been processed to the customers original form of payment. It may take 5 to 10 business days for the refund to reflect on the customer's credit card, depending on their bank’s processing time.

  We deeply regret any frustration this situation may have caused and appreciate your understanding. If you have any further questions or concerns, please don’t hesitate to reach out.

  Kind regards,
  M*******

  Customer response

  12/31/2024

  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,
  
  *** *******
  

• Initial Complaint

  11/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  nov 16, 2024. my mother was trying to order from a bits and pieces catalog. her card was declined. i gave my card number. it was declined. my brother gave his card number. also declined. upon checking. the amount was removed from each of our accounts. customer service says they have no record of any order. and wont give a number for their billing department.

  Business response

  11/19/2024

  Hello,

  Thank you for reaching out regarding the charge of $83.21. Unfortunately, we have been unable to locate this transaction in our system. To assist further, we kindly request the following:

  1)   Last Four Digits of the Card:
  Please provide us with the last four digits of the card (or cards) potentially used for this charge. Kindly note, for security purposes, we only require the last four digits.

  2)   Dispute with Financial Institution:
  Alternatively, the customer has the option to file a dispute with their financial institution. The institution will contact us regarding the matter, and if the dispute is valid, a refund will be issued to the customer.

  We appreciate your cooperation and look forward to receiving the requested information to assist you further.

  Kind regards,
  Michaela

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October, 2024 Email sent to Bits and Pieces 4 times now: I am writing to express my extreme disappointment with a product we recieved recently. Order *********** cost a total of $179.99 (excluding tax). It arrived in really bad shape. It couldn't be aligned. One table leg jutted out significantly more than the other. The key was not in the proper location or as advertised to work as shown in your marketing. The entire purchase, which to me was very costly, was a rip-off. I called your customer service today and was told that in order to return the table, I would have to pay for the return shipping myself. This shipping cost was $148.04 via ***. When I called your customer service initially, they never said I could keep the product or to take pictures of it. As my *** records show that the product was shipped back to you, please look for yourselves at what a terrible product it is and refund me for the product and the return shipping. I did nothing wrong. Your company is negligent.

  Business response

  11/11/2024

  Hello,

  I apologize for the inconvenience experienced by the customer. Please be advised that we have received the item in question, and a refund of $195.29 has been processed through Shopify. This amount should reflect in the customer’s account within 10 business days.

  Additionally, we have refunded $148.04 to cover the *** return fee. This amount will be issued via check, which may take up to 5 weeks for the customer to receive.

  In total, the customer will be refunded $343.33.

  Thank you for your understanding and patience in this matter.

  Kind regards,
  M*******

  Customer response

  11/11/2024

  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 as long as it remains as stated (email from Bits and Pieces is below). However, I want my credit card to be refunded directly. I do not understand how "shopify" works. Will this $ go to my credit card?

   

  MESSAGE FROM BUSINESS:
  
  Hello,
  
  I apologize for the inconvenience experienced by the customer. Please be advised that we have received the item in question, and a refund of $195.29 has been processed through Shopify. This amount should reflect in the customer’s account within 10 business days.
  
  Additionally, we have refunded $148.04 to cover the *** return fee. This amount will be issued via check, which may take up to 5 weeks for the customer to receive.
  
  In total, the customer will be refunded $343.33.
  
  Thank you for your understanding and patience in this matter.
  
  Kind regards,
  M*******

  (Above is from Bits and Pieces)
  
  
  

  Customer response

  11/12/2024

  Bits and Pieces said they will credit a broken table they sent me (and I returned to them). I am sharing my email to them below. However, they are deciding how they will credit me and this is shady. They are creditng my UPS bill back to my credit card, but the actual table credit to something calle "Shopify." I don't use this app/online system and I DID NOT agree to this even in my documentation to you. Please help. It appears very odd that they get to decide how to retun my money for their faulty table, let alone their terrible customer service and misleading online business. Email I sent to Bits and Pieces is below: I am writing to express my extreme disappointment with a product we recieved recently. Order *********** cost a total of $179.99 (excluding tax). It arrived in really bad shape. It couldn't be aligned. One table leg jutted out significantly more than the other. The key was not in the proper location or as advertised to work as shown in your marketing. The entire purchase, which to me was very costly, was a rip-off. I called your customer service today and was told that in order to return the table, I would have to pay for the return shipping myself. This shipping cost was $148.04 via UPS. When I called your customer service initially, they never said I could keep the product or to take pictures of it. As my UPS records show that the product was shipped back to you, please look for yourselves at what a terrible product it is and refund me for the product and the return shipping. I did nothing wrong. Your company is negligent.

  Business response

  11/14/2024

  Hello,
  
  I wanted to confirm that the customer’s purchase was made through our website, which is hosted on the Shopify platform. As outlined in our terms and conditions at the time of purchase, the refund will be processed to the original payment method used for the transaction. In this case, a refund of $195.29 for the item will be issued back to the customer’s original payment method.
  
  In addition, we have refunded $148.04 to cover the UPS return fee. This portion of the refund will be issued via check, which may take up to 5 weeks to arrive.
  In total, the full refund amount will be $343.33.
  
  Please let us know if you have any further questions or concerns. We appreciate your understanding and patience throughout this process.
  
  Kind regards,
  Michaela

• 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,
  
  ***** * ******
  

*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. ↩