Complaints

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.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  got a puzzle as a christmas present and a piece is missing but on the form to fill out on their website it asks for a non existent lot number then won't let me submit because i can't check the i am not a robot box. they clearly intend to cheat and not fix anything. no customer service at all.

  Business Response

  Date: 01/22/2025

  All the customer would have needed to do would be to email us with their concerns.  We will always supply a lot number they may use to complete their form.

  Customer Answer

  Date: 01/22/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  **** **** there was no email on their page, why was it not on the form? i sent them another message using a form on their page. 

  Business Response

  Date: 01/23/2025

  Our email address can be found on the website-there are 3 forms a customer can complete:  a Defective Product form, a Replacement form, or a Questions and Comments form.  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Missing piece AGAIN. Added piece that does not go with this puzzle. I’m very annoyed because this is not the first time AND YOU NEVER RESOLVED the other issue where I sent pictures and the puzzle’s name.

  Business Response

  Date: 09/16/2024

  If you have purchased this item via our website, please email us at ***************@**************** with your order number and a description of the problem.  If not, please reach out to the retail establishment it was purchased from for financial compensation.

  Customer Answer

  Date: 09/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ****** **********

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:02/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 02/16/2023

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

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date: 12/15/2022

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

  Customer Answer

  Date: 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

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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,  ***** ********