ComplaintsforBits And Pieces

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just completed this puzzle that was brand new when I started only to discover that there are 2.pieces missing. I have search my living room floor and furniture to no avail. Puzzle no. *****, name Santa's Car.

  Business response

  06/06/2022

  *** ******,

  Thank you for your correspondence, I'm sorry the puzzle was missing pieces. I have issued a replacement, the reship order number is ***********.

  Sincerely,

  Kim J*****
  Bits and Pieces

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/9/22, I placed an order for a game and a Galileo weather station as a gift for my husband. The weather station was defective, so I followed the instructions for returning the item and shipped it back - at my cost - $40.33!!!!! On 4/1/22, I received a replacement certificate for the amount of the weather station. Today, 4/4/22, I called the "customer service" number in Lawrenceburg, IN and ended up speaking with a man in the Philippines to request a refund of my shipping charges. He said they would not refund my shipping charges. I should not have to pay to ship back a defective item, and am requesting a full refund of $40.33. I have the receipt from The UPS Store which is the company I used to ship the item back to Bits and Pieces.

  Business response

  04/04/2022

  4/5/2022 - Additional response from business:   Please addd the following message to  complaint ID ******** ***** *******. "She will be getting a refund for her return postage."

   

  *** *******,

  Thank you for your correspondence. I'm sorry your Galileo Weather Station arrived damaged. I have forwarded your receipt to our Payment Services department to see if we can get that refunded for you. It will be in the form of a refund check, please allow 3 -4 weeks for processing.

  Sincerely,

  Kim J
  Bits and Pieces

  Business response

  04/11/2022

  *** ********

  A refund check will be sent in the amount of $40.33 for the return postage as requested. Please allow 2 - 3 weeks for processing and to be mailed out. The request for the check was done on 04/05/2022 through our Payment Service department, the reference number is ******** 

  Sincerely,

  Kim J
  Bits and Pieces 

  Customer response

  04/12/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me, PROVIDING I ACTUALLY DO RECEIVE A REFUND CHECK FOR THE POSTAGE. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  03/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the “Haunted Haven” puzzle. The puzzle has one extra piece and a piece missing. The two do not match in color or shape. When I called the company, I was dismissed. The guy said there is nothing he would do. The website is *****************

  Business response

  03/08/2022

  Ms. *****,

  Thank you for your correspondence, I apologize for the issues you experienced with the Haunted Haven Puzzle. I have searched our accounts and cannot locate an account by name, phone number or email. If you have an account number and order number showing when the order was placed, I will be happy to assist you in getting a credit issued if it was purchased through Bits and Pieces website or catalog. 

  Sincerely,

  Kim J
  Bits and Pieces

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered two puzzle mats from bits and pieces. I placed my order online and used my credit to pay what I thought was the full price. Several weeks after I received my products I got another bill for 5.00 dollars. I ignored it thinking it was a mistake because I already paid. Today I received another late with late fees so I called the company. A gentleman said the bill was 6.64 dollars even though my bill shows 16.64. He told me it was seperate charge for sales tax. The money is small but the company is not straight forward to the customer on what all charges are for. I don't trust them and going to let others know. I've never had this happen with any other company. I will never due business with them again.

  Business response

  03/01/2022

  Mr. *******,

  Thank you for your correspondence. When your order was placed online in December, 2021, you paid with PayPal and because we do not charge your card until the order is shipped the tax was not taken out at the time of purchase. We worked with PayPal and the issue has been resolved. The balance will be taken care of and you should not receive another invoice or statement.

  Sincerely,

  Kim J
  Bits and Pieces

  Customer response

  03/01/2022

  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,
  
  *** *******
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a Bits and Pieces 1000 pc puzzle for Christmas 2021, "Spring View" panoramic. Only a portion of the picture is on the box top. An insert with the picture was to be included in the box, however, it is not there. Since multiple pieces fit in the same spots, it is impossible to do this puzzle without the picture. I've had numerous emails back and forth with the company. Since I do not have an order # for the purchase (it was a gift), they refuse to do anything without an order #. I sent them photos of the puzzle box to prove that I have it. I am not looking for money or a new puzzle, just the photo insert that was to have been included in the box. This has taken up so much of my time, all this writing back and forth. Stressful. I've dealt with many companies over the years and never an issue, their customer service does it properly. Buyer beware - this company does not stand behind its product without an order #. Grossly unfair to the customer, after all, it was not my mistake that the insert picture was not in the box as it should have been.

  Business response

  02/24/2022

  Ms. ***** 

  Thank you for correspondence, I apologize for the picture being left out of the box. Unfortunately, we no longer carry that puzzle so I do not have a picture that I can send to you. If you can get the order number or account number the order was originally placed under, I can issue a credit for the puzzle. I did create an account under your name, the account number is ******** and issued a $10.00 goodwill credit that can be applied to a future order, the reference number for the $10.00 credit is **********

  Sincerely,

  Kim J*****
  Bits and Pieces

  Customer response

  02/25/2022

  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. 

   

  Thank you for resolving my complaint against Bits n Pieces puzzles. They are giving me a $10 credit to use on another purchase, since that puzzle is no longer made. I appreciate your help! It was timely, too.

  
  

  ***** ****

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased three different 1000 piece puzzles, and all three puzzles had one missing piece, plus one duplicate piece. After the third puzzle, which is called "** *** ***** ***** ** ****" had the same defect, I called Bits and Pieces to resolve. The customer service rep admitted they were aware of the problem. He asked if I ordered directly from them. We said no, we purchased from ***** *****. They mentioned, we need to deal with ***** ***** and there is nothing Bits and Pieces could do. I asked to speak to a manager, the csr rep said no manager was available and they tell me the same thing. I asked for them to send me coupons, credit my account I had with them or replace puzzle...the rep said is, there is nothing I can do. I am looking for credits for the 3 puzzle we did due to Bits and Pieces knowing of this error and is continuing to sell the defected puzzles.

  Business response

  01/17/2022

  Dear **** ********,

  Thank you for your correspondence, I apologize for the miscommunication. Since the purchase was not make directly with Bits and Pieces, you would need to return the product to ***** ***** for a refund or credit.  I am sorry we cannot issue credit for the puzzles, I did issue a goodwill credit in the amount of $15.00 that you can use on a future purchase. The reference number is *********.

  Sincerely,

  Kim J.
  Bits and Pieces

  Customer response

  01/19/2022

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

• Initial Complaint

  12/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sent a check in November to Bits and Pieces for two items, they cashed my check weeks ago and I still don't have the products. I have called the company numerous times and despite promises I would have my purchase by now, I still don't have it.

  Business response

  12/22/2021

  *** ******,

  Thank you for your correspondence. I reviewed your account and see that the original order was shipped out on 11/29/2022 and was delivered on 12/08/2022 to the wrong address. We were notified and we reshipped it on 12/10/2021 and show that it was delivered on 12/19/2021. I am including a copy of the tracking information.

  Sincerely,

  Kim J*****
  Bits and Pieces

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered several puzzle boxes from this company. They cashed the check, our bank records show the check was paid on 23/NOV/2021. We have not received the merchandise and after sending a request to the company to research were the order is we have only received an automated reply. I called the company and it was difficult to understand the person on the phone, very frustrating........ I tried to to add a picture of the order, I had no luck. The order # is **********

  Business response

  12/22/2021

  *** *******,

  Thank you for your correspondence, I reviewed your account and see that order *********** shipped out ***** on 12/10/2021. The tracking number is **********************. You can check and track your order online on our website. Go to order status and then enter your account number (********) and zip code. I have also included a copy of the tracking information.

  Sincerely,

  Kim J*****
  Bits and Pieces

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We order A LOT of puzzles from Bits and Pieces. I have not had an issue i9n the past in getting a remedy to any issue we had. REcently the promotions sent to my email have not worked. When I call the 1-866 number it is like calling a foreign country where no one knows what to do and worst of all doesn't care. Recently, I had a puzzle with a missing piece; in the past any adjustment was not an issue now it is! they offered a $5 credit??? and when I explained I also wanted to place an additional order for 6 more puzzles they either didn't know how or could care less about any of this. I canceled an order I had in the system didn't place the new order and their response was " are you done now " I then said maybe I should purchase my puzzles from another supplier they informed me that's my choice. Business must be incredible and you don't need my or my church's business moving forward. It's a different world today but this is more then anyone should expect.

  Business response

  12/07/2021

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

  Thank you for your correspondence, I apologize for the miscommunication, and the fact that you felt we did not care, that is never our intention. All of our calls are recorded so I pulled and listened to the placed on 12/06/2021.

  Jinita was just trying to explain our guarantee which is for 60 days and your order was placed on 08/28/2021. I do understand your frustration as I'm sure you purchased the puzzles at that time so that you would have them to work during the holidays. Since the puzzle was missing pieces, I issued a merchandise credit for $7.99 which is the price paid for item ***** Best Christmas Yet puzzle, the reference number is 7106456CM. I am including a copy of our guarantee that is on the website and in our Catalogs. 

  Wishing you a safe and happy holiday season,

  Kim J*****
  Bits and Pieces

  Customer response

  12/10/2021

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

  In my complaint I stated that I wanted to purchase addition items which your call center staff could/would not assist me with. I asked that I be contacted so I could discuss the promotional issues I have had and resolve the purchase of additional items.

  The credit is fine for the damaged item but I still do not know whether you want additional business from me or not?

  Business response

  12/10/2021

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

  I will be reaching out to you on Monday to discuss any issues you may have and talk about your future orders. 

  Sincerely,

  Kim J*****
  Bits and Pieces

  Customer response

  12/10/2021

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

  Customer response

  12/15/2021

  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.

  As of today, the business has not contacted me as promised on their last response.

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

  Business response

  12/17/2021

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

  Thank you for taking the time to speak with me today. Please let me know when I can be of any assistance.

  Happy Holidays,

  Kim J*****
  Bits and Pieces

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made online purchase on 10/29 for 2 in stock available puzzles. I checked daily on the status of the order as they were to be a birthday gift for 11/13 ...on Nov 9th i contacted their customer service number as the estimated ship date had changed several times in just a few days....finally got a hold of a gentleman that expedited the order for me ( which was very nice of him ) so that i would get it by 11/11 or 11/12 ...it was out for delivery today BUT since they did not bother to put in a correct apartment number *** ** will NOT deliver it ...i called *** ** and they said the shipper had to call and correct it ...actually on the phone arguing with customer service now about them calling to correct this so that it can be delivered...and they are arguing about doing it ..this is the FIRST time i have ordered with this company and because of this probably the LAST.

  Business response

  11/12/2021

  *** *****, 

  Thank you for your correspondence, I apologize for the issues you experienced with the delivery of your order. I reviewed your account and see that the order was placed online and when the ship to address was put in, your email address was in the 2nd line of your address. I have attached a screenshot of your order from our system and from the website order status. I have refunded your shipping, please allow 3-5 business days for processing.

  Sincerely,

  Kim J*****
  Bits and Pieces 

*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. ↩