ComplaintsforBuffalo Games LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/2/24 I placed an order. After placing it I had to cancel it. I called several times on 7/2, 7/3, 7/8, & 7/9 with no answer. I sent an email 7/5 and they replied 7/8. Saying it shipped, yet it's still showing Label Created. July 9, Tracy was a real snot. She laughed at me and wouldn't let me talk to her boss. They treat their customers terribly. I request a refund Now.

  Business response

  07/10/2024

  ***** called our office one time only on July 2 at 2:22PM as per our phone records while the representative was assisting another caller.  She also phoned 3 times on July 5th while we were out of the office for the Independence Day holiday. We received her email dated 7/5 on our return to the office 7/8 in which she requested we change the shipping address on the order she placed.  We responded to that email also on 7/8 letting her know the order had already shipped and the package was already picked up by ***** but had not reached its next stop, so the status had not updated.  ***** phoned our office 7/8 in the late afternoon and spoke with Tracy who explained that the package was no longer here.  When the customer demanded a refund Tracy explained that the recipient could refuse the package and we would issue a refund when the package was returned to us.  ***** accused Tracy of "laughing at her" which did not happen, as i sit at the desk next to Tracy. ***** also demanded to speak to the owner of the company.  When ***** began to use profanity and got verbally abusive Tracy politely terminated the phone call.

  ***** proceeded to send another email in which i personally tried to help cancel the shipment by phoning *****, and she thanked me via email.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order through **** ** **** for a Buffalo Games puzzle as a gift. When the recipient put the puzzle together, it was missing two pieces. I called **** ** ****, who tried to reach Buffalo Games. I called back more than 3 weeks later because I hadn't heard anything. Today, I received an email from Buffalo Games, telling me how to get my puzzle replaced. Although the puzzle that I ordered was in stock, they refused to send it to me, saying I had to choose from only a handful of offerings. The person was exceptionally rude and couldn't explain why, except to say it was "policy" and she couldn't change it. When I was trying to ask about the policy, she became more hostile and said her manager would call me back because I was being difficult, then she hung up on me. When I tried to call back, no one would pick up the phone and there was no way to leave a message. This could have been settled easily but Buffalo Games chose to 1) not do QA on their product, 2) not respond to my original request for help, 3) not replace the defective product and 4) hire one of the most unpleasant customer "service" people I have had the misfortune to interact with. Their "F" rating is well deserved.

  Business response

  02/08/2024

  Two of our Customer Service representatives let ***** know about our replacement offer, which is below.  We are offering a free puzzle from our list of available items-or she may return to the retailer for an exact replacement. "Please accept our sincere apologies for the problem you’ve experienced with your Buffalo Games product.  We fully warranty all our puzzles against any defect in workmanship or material by offering a replacement puzzle.  Or, you may return the item to the retailer for a refund or exchange for the same item if you wish. Unfortunately maintaining inventory of individual pieces to the hundreds of puzzles we manufacture would be significant and difficult. Please understand that we are not able to replace missing individual pieces, and there is no guarantee that the pieces from a replacement puzzle will fit into the original.  Due to different cutting dies and shifts in machinery there is no way each puzzle could be the same. To apply for this replacement, please go to buffalogames.com and scroll to the bottom to find the link to our Contact Page. Once on our contact page, locate the button called” Replacement Form “(under the “Missing or Defective Puzzle Pieces” section) and pick the puzzle you like best!  Please note that we are unable to complete the form for you because we want you to have an opportunity to choose your favorite from our available titles. We also use this data to inform our quality and assurance team to provide the best possible experience for our customers. A couple of notes: We are unable supply individual pieces due to the way that our puzzles are produced. We are sorry as we know that it is super disappointing to not have all your pieces to complete your masterpiece. Our replacement puzzle assortment may not be the puzzle you are working on due to the hundreds of images and puzzles we work on each year. Due to licensing agreements, we are unable to offer **** ***** ******* *******, and the like as replacement items. Again, thank you for reaching out. We value you and your feedback and want to send you a free puzzle of your choice from the list of available options at the end of the form as a gesture of goodwill and appreciation."  

  Customer response

  02/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The company seems to believe I want them to find and replace two small puzzle pieces missing from the one I was sent.  I keep telling them I don't want that, but I would like a puzzle that is the same to replace the defective one.  This isn't brain surgery.  It's replacing a defective jigsaw puzzle.  They insist on limiting my choices to whatever they have on hand in one warehouse, instead of letting me choose the same puzzle (in a different warehouse) or one that is at least similar.  Regards,  ***** *******

  Business response

  02/12/2024

  We sincerely apologize for the inconvenience you've experienced. We strongly encourage customers encountering issues to return puzzles to their original point of purchase. However, if this proves unsuccessful or pieces are missing/defective, we've curated a selection of replacement puzzles with various piece counts and images to assist our customers. While we acknowledge that some may prefer to repeat the same puzzle, we've found this solution satisfactory for many. Rest assured; we will ensure our customer service team communicates this process clearly moving forward. Thank you for your understanding and patience.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Pre-Assembled Wooden Easel Puzzle Board **** didn't arrive with the puzzle order Order #****** (7 products totaling $159.68). which could not have happen when the puzzles came in a package with tracking label and size 12x12 15lbs sq. box. When the easel the Item Dimensions is LxWxH: 40.9 x 31.9 x 0.1 inches Material: Wood, Pre-Assembled, 10 + lbs, and could not fit in the same package Tracking Number: ********************** (exhibit 4,) . puzzles delivery was on 11.6.2023 6:30pm. (exhibit 4, 11 ). another puzzle, no easel board Tracking Number: ********************** delivery on 11.7.2023, 5:30pm (exhibit 1, 9). I have try contracting buffalo with help in resolving issue of no product deliver. (exhibit 7). a completed shipment would have to weight more than 15 lbs. and not send (ship via small package carrier (exhibit 5) . paid shipping alone was $12.99,

  Business response

  11/13/2023

  We have been in contact with the customer and let him know the item is shipping separately.  We have record of the easel being delivered, which we communicated, but we are still sending out another.  Below is what was sent to the customer: Hello, Our shipping manager has gotten back to us regarding this order, your puzzles were delivered on 11/6 and the easel was delivered 11/7/2023 at 5:30pm. Thank You, Buffalo Games 

  Customer response

  11/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. and send the easel puzzle board again.    Regards,  ******* *********

• Initial Complaint

  03/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered "Peel & Stick Puzzle Saver" from Buffalo Games & Puzzles. Received the Buffalo package that the product should be in. However, there was nothing in the package. In fact the flap was not even folded over making it appear no product was ever inside. Tried up to five phone numbers for Buffalo. For everyone, I got the same recordings which had no provision for speaking to a live person or leaving a message. Could not leave message on website as the package had nod product code. I would like my order refilled with proper product inside.

  Business response

  03/22/2023

  The best way to reach us is our email, ***************@************.com.  Please send us an email with an explanation of the issue and your address so we may send you a replacement for the empty package.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This may seem silly to you cuz you may be thinking it’s only a puzzle. But it’s the point and practice of the company at issue here. That’s what matters. Listen, I’ve been doing puzzles for many many yrs. I’m a senior. I hv many. I’ve always been able to get a replacement for the same exact puzzle is a piece of pieces were missing. You finish a puzzle only to get to the end and there are missing pieces. Soooo ****** ya off. Listen, we’re spending money here. If you hv a blouse or home furnishing and something is wrong you either get your money back or return for a replacement. Buffalo games has started a practice whereby they make you choose from a small list of puzzles they will replace with. I Sorry, NO, I don’t want my money back. I just want this exact puzzle replaced so I can hv a full puzzle. I only do 1000 pc puzzles. I already hv the two they offer. I don’t want the smaller ones. Then sure you are not getting your same amount you spent for example say a 300 pc puzzle. No I want a replacement on the exact same puzzle. This is how they choose to fix the problem. They are jipping you this way. How can they get away with this. If you are a female and get a pair of brown shoes and there is something wrong with them, would you settle for a different size of men’s shoes to replace of lesser value? Come on now, really? Since I could find their address in your data base, clearly you must hv had other complaints. All I want is a free replacement, no shipping of the same exact puzzle with no pieces missing. Thanks

  Business response

  02/21/2023

  Thank you for reaching out to us regarding our products. Buffalo Games strives to produce only the highest quality and best value puzzles anywhere.  Our puzzle manufacturing process is complex, and occasionally automated systems may malfunction, causing a quality issue like the one you have experienced.  We appreciate your feedback to help address these issues, which are not an example of our standards.  We apologize we are unable to fulfill requests for specific puzzles through our replacement offer, please take your pick of one of our free puzzles at the end of the online form. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a. Terry Redlin. Puzzle Antumn Evening at Meijers. And the bottom 2 lower right. corner pieces were missing that's. a first for us

  Business response

  02/16/2023

  Please reach out to us a* ******************************** for assistance.  Thank you.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed an order on Dec 1, 2022. Received no confirmation. Called on Dec 7, 2022 and was informed the order was in process. My account was billed for the cost without any tracking or shipping being accomplished. I tried several times this morning to contact their customer service between the hours of 8:30am to 11:30am EST this morning 

  Business response

  12/14/2022

  Your order is processing-we’ll send a tracking number once it ships.  ?? We are experiencing an unusually high volume of orders due to the holiday!  Shipping is taking just a bit longer than usual, and we appreciate your patience. Sincerely Buffalo Games 

  Business response

  12/15/2022

  Please contact us via email with your order number so we may look into this. Contact us at ********************************  

  Customer response

  12/19/2022

  Please cancel this complaint. I just received the order, however my rating still stands. There was absolutely no information regarding this order from the time it was ordered until delivery.Thank you for your help. **** *****

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 750 piece Jeff Haynie "Cat Ballon Race" puzzle. Box cover states a puzzle diagram is included. There is no diagram Please mail one ASAP Senior having some trouble working puzzle from picture on box Thank you.

  Business response

  11/29/2022

  Unfortunately the poster you need is no longer available.  Typically, if a poster is missing from your puzzle all you need to do is email our customer service department and we will mail one out that same day.

  Customer response

  12/04/2022

  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

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sep 8th I placed an order for 2 puzzles plus shipping. As of Sep 13th I haven't even received a receipt or any kind of notice. They will not respond to emails.

  Business response

  09/15/2022

  We responded to the customer the same day she reached out, which was 9/12/22.  This was our reply: Hello, Your order is processing-we’ll send a tracking number once it ships. We are experiencing an unusually high volume of orders due to the promotions and clearance pricing!  Shipping is taking just a bit longer than usual, and we appreciate your patience. Sincerely Buffalo Games To Subject Sent Size Categories **********@*****.com RE: Questions or Comments Submission [#*********] Mon 10:01 AM 28 KB

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 6th I ordered 2 puzzles. Both were in stock when I ordered. They only shipped 1 puzzle saying the other was out of stock. It has been 12 days and I still have not been refunded for that puzzle. The puzzle that was shipped has been lost in the mail system and never delivered and they are refusing to refund for the lost/undelivered puzzle. I have contacted customer service several times and only recive a pre typed reply.

  Business response

  05/18/2022

  Hello,

   

  We have replied to ***** in regard to this matter.  The reply we sent was:

  "Hello,
  

  Thank you for your order with Buffalo Games!  Due to unexpected order volume resulting in insufficient inventory, we were unable to fulfill your order.  This email is to let you know you will be receiving a refund for any items from your order that have not shipped as well as any shipping charges that were adjusted.
  

  We appreciate your business and apologize for the inconvenience.

  
  Sincerely,
  Buffalo Games"

   

  Her refund information was immediately submitted to our accounting department for processing, and may take a few days to post to her credit card depending on her bank.

   

  The other puzzle has not been lost, it has been noted by USPS that it is in transit and due to arrive, though later than expected, all of which has been communicated to *****.

   

  Tracking Number: **********************
  Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility.
  USPS Tracking Plus® Available 
  Status
  In Transit, Arriving Late
  May 16, 2022

   

   

  Thank you

  Buffalo Games

  Customer response

  05/18/2022

  I contacted the post office and was told that it should have been delivered by now and they are not finding the package when they looked for it. I was advised by the postal office to submit a claim to the company for a refund being the package could not be located.

*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. ↩