Do you agree with Puzzleup's TrustScore? Voice your opinion today and hear what 91 customers have already said.
Puzzleup is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.6 out of 5 stars. Last reviewed March 8, 2026.
Horrible reviews. Now I know not to order. Buy American! I went thru this recently with an order. Turns out they were in China. It took them 2 months to deliver. Sent emails twice. They showed me the movement of the shipment and it was definitely on a slow boat from China. Buy American!
I ordered 4 Puzzles for Christmas presents. They were delivered to the wrong address. The shipping company did an "investigation" and told me I had to contact puzzelup for my refund or replacement. Ive been going back and forth with them for a refund. Its ridiculous. Its been going on for 2 months! I definitely do not recommend.
I ordered a bunch of puzzles last year in 2025 and held them for Christmas gifts. I also ordered two puzzle mounting kits which both arrived damaged, either in the factory or in transit. I contacted customer service and the kits were replaced. However, after Christmas my daughter started putting the puzzles together and came across one with a missing piece. So I’ve been emailing “Anna” about 6 times now and provided the order info, pictures of the puzzle with piece missing and for the past 4 emails she has stopped responding to me at all and I’ve received no replacement puzzle and no refund. All in all I DO NOT RECOMMEND THIS COMPANY to anyone.
Shipping was not the quickest, but they were packaged well. Was disappointed on the size. Advertised as 1-2 hours of fun for the smallest size, I completed 2 small ones in 25 minutes. They were made of quality wood and beautifully colored. Good for beginners but no challenge for an experienced puzzler.
In the past I order puzzles from them and they have arrived. Unfortunately, this time I did not get my order from November. I get emails to say that the order has arrived and I should be enjoying the puzzle. Next, a new delivery date, the last one was on January 1. The puzzles finally came 1/15. Hoping the get better at notifications and shipping because I like the puzzles.
STAY AWAY FROM puzzleup! THEY ARE CROOKS. PACKAGE NEVER SENT AND I CANT GET ANYONE TO REPLY TO MY EMAILS. TRUST PILOT IS A JOKE! THEY ARE USELESS!
I ordered four puzzles on November 26. They were supposed to be delivered through GOFO Express. To date (January 1) no delivery. On the tracking history they claim to have made four attempts.....nobody has yet been to the house. They say that the package has been returned to PuzzlesUp and so I have written them to fully explain the situation and will upgrade this review if and when I get a suitable response.
Very alarmed! I ordered two puzzles and they came and are beautiful. I then ordered 6 more on Dec 10 and never received them. I have sent three emails to the email they list and no one is responding. Very disappointed and will be contacting my bank for refund.
The photos in the ads are gorgeous and the description of the puzzle pieces themselves is all very intriguing. I purchased a puzzle for $7.99 but it was nearly another $10 for shipping, and when the package arrived, marked “wooden puzzle” on the label, what was inside was some kind of multi-use army-knife type thing - two of them! I’m working with “Anna” - see other customer reviews - to get my money back, and watching my credit card statement every day. I was looking forward to the winter project of the puzzle I ordered, but NOPE!
SHAME ON ME for not checking out this company prior to ordering! I placed the order with a committed delivery time of 3-6 days per my order receipt). Fifty-six (56) days later the products still are sitting in Customs and have not been delivered despite multiple email exchanges with the company. Fortunately, I paid the merchant using PayPal, I escalated the matter to them, and I had a favorable outcome (thank you to PayPal).Had I done what I normally do and checked out Puzzle Up, I would have known that Puzzle Up has a long history of reviews from disappointed customers. There are many stories customers buying "on sale" puzzles which unbeknownst to the customer are drop shipped from China and end up having excessive delivery times (...or no delivery at all). They promise fast deliveries and then provide calm, reassuring responses to your emails from their "customer service" rep "Anna". They are a dishonest, deceptive company and I would not recommend doing business with them.
I didn't order puzzles, but I got a message from them via Yahoo email that their Dixon, CA (where I live) store was closing, and they were slashing prices by 95%. There isn't, of course, A Puzzleup store in our small city, and they're guilty of deceptive advertising. Very puzzling conduct.
I ordered puzzles the third week of January and still don't have my puzzles. I contacted them multiple times, now I don't believe their support personnel at all and have asked for a refund of my money. It's a pity because their puzzles are beautiful!
I don't understand why there are so many terrible reviews. I ordered four puzzles at a reasonable discount and they arrived in about a week. I put one together a week with a teenage grandchild and we had great time plus the results were gorgeous.
Saw a post on facebook on how the owner is very sad but has decided to go out of business so prices are slashed, limited time. Ok, I like puzzles so I looked. They are in fact drop dead gorgeous. And prices did seem to be slashed. For wooden puzzles good deal I thought. So I ordered just one. Immediately got emails on discounts for future orders which I thought was odd from a company trying to liquidate. Anyway.... I had to pay just over 9.00 shipping. Which I did. Took a long time but I finally found a notice in my mail box I have a package waiting with POSTAGE DUE. I emailed the company and asked what's this, they could not explain it, just said pay it and they would refund me. So I did. And actual postage, which clearly was NOT on the label, was just over 6.00 not 9.00. Plus the PO is six miles away and gas is not free. So I emailed the company with photos of the receipt and a screenshot of my order where I PAID postage, plus my trip to and from, plus the fact postage was actually around 6 bucks and not the 9 something I paid so how about refunding what I paid at the time the order was placed and we call it good, and so far NO answer. I think they made off with almost 10.00 more than the price posted, and I'll probably never see that again. I would RUN AWAY from this company. No wonder they are folding. There are plenty of other sources for good puzzles. (I will also NEVER follow any bogus ad on facebook after this either.)
I ordered three puzzles more than a month ago, for $41.00 After two weeks, I wrote to ask about the status. They gave me a generic answer that said they would track down the package. Another two weeks, another e-mail to them, and another answer that seemed to acknowledge my frustration, an assurance that they would track the package and get back to me.After two more weeks and no word, I wrote again, asking for a delivery date or refund. Again, a generic answer that provided no details, but assured me they were doing everything they can.I waited a week - no response. I wrote. They said they were trying.This week I wrote again. Asked for a refund. They sent a generic answer that said they were doing everything they can but ignored my request for a refund. Yesterday I asked for a full refund. Another generic response.They said they were using USPS, but could not provide a USPS shipping or tracking number. I fear this company is a scam.
Never received delivery of my puzzles ordered on January 16, 2025, now a month later. Somehow the package was delivered and signed for 120 miles north of where I live but they will not refund the money. Strongly advise not doing business with this company.
I have a legitimate PO box where I get mail, voter registration, car registration etc. And I was told it was an illegitimate address. I asked them to change my shipping from my physical address where I can only receive packages from.... Amazon, UPS, and FedEx. They insisted it was an illegitimate address. That is not my mailbox. The mail that goes into that box does not belong to me! Now I'm reading, that the puzzles, the smaller ones I guess are very hard to put together. I probably could have dealt with that, yet Refusing to ship to my legitimate PO Box. Earned them, if I could a negative 10 Stars.
It is no surprise the store is closing. Horrible experience. I bought puzzles expecting to receive them in time to make them Christmas gifts. In early January they claimed they had arrived at my home. They did not arrive. Today on 2-8-25 I got notice they were shipping the puzzles again and expect them to take 10-15 days to arrive. Horrendous customer service.
Buyer beware!! I placed an order in Jan. 5. Shipping started late from the LA area (yes there are horrifying fires). However, 3 weeks later, the items were returned to the sender because there was not enough postage. I've contacted the company twice, NO response. Don't buy, don't trust, don't waste your time and money.
I bought two puzzle arts in Castle Hill, NSW and sent them as Christmas gifts. Two pieces were missing. I showed the evidence, but the sales girl advised me to email the vendor instead of providing me with the missing pieces or a replacement. The response to the email was unsatisfactory. I was very embarrassed to have sent such a disappointing gift.
According to TrustPlane, Puzzleup has a 2.6/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/puzzleup-org
