Beautiful, challenging puzzles in great sizes! The puzzle color is not as bright and vibrant as the picture provided, but the magnificence is all there. The pricing is reasonable and the finished puzz... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My friend Lenore in San Francisco told me about your great sale (out of necessity) on wooden puzzles. And indeed it has been a great recommendation. My sister and I often exchange puzzles twice a year... See more
Company replied
These puzzles are beautiful & very well made. So far I have only completed the small puzzles, that's why I purchased the larger puzzles. Consider them to be a medium difficulty so far. Can't wait to... See more
Company replied
To date we have ordered & received a total of 16 puzzlesup puzzles over the last 15 months without any problems whatsoever. They all arrived well wrapped & padded in perfect condition. After every ord... See more
Company details
Written by the company
Craft Hub was founded in 2019 by Isabelle and Pierre, parents of three kids in Montreal, Canada. Craft Hub is the answer of a very important question for parents: “How can we find creative and fun activities to recommend our kids to play”? Especially in a world where kids are so easily confronted with video games portals. Isabelle and Pierre thus came up with the idea to create a store that would provide games enhancing the creativity of their loved ones. While the store initially targeted kids, adults progressively became the main customers of the store as they do were looking to satisfy their quest for creativity. After all, creators have no age! Craft Hub is now present on three continents and is serving hundreds of creative seekers per day. We put our customers first and continuously create ways to please them with new products and new concepts.
Contact info
16192 Coastal Highway , 19958, Lewes, United States
- support@puzzlesup.com
- puzzlesup.com
3.5
Average
570 reviews
Replied to 97% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Dismal Customer Service
Dismal Customer Service
I ordered a small round puzzle and a frame for it a few weeks before Christmas of 2024. I didn’t expect it by Christmas but mid January ‘25 I emailed but with no response. Emailed again, no response. I couldn’t track it because I lost the tracking #. Third email was answered with something like, “We don’t ever want our customers to be disappointed”. They should read the reviews: Disappointment IS their Company Policy. The puzzle finally came mid March with NO ROUND FRAME. The reason I wanted the frame is that it would have been nearly impossible to find exactly the right size for this puzzle.
To be fair, the puzzle itself is good quality with clear, vivid colors. You can buy these puzzles at Amazon from many different merchants.
15 December 2024
Unprompted review
Reply from puzzlesup.com
Hi Cathleen,
We’re so sorry to hear about your experience — that’s definitely not the level of service we want to provide. We sincerely apologize for the delay and the missing frame with your order. We truly appreciate your honest feedback, as it helps us improve. Please reach out to our customer care team at support@puzzlesup.com
with your order details so we can make this right for you as quickly as possible.
Thank you for giving us the chance to turn things around.
Puzzles are beautiful & very well made
These puzzles are beautiful & very well made. So far I have only completed the small puzzles, that's why I purchased the larger puzzles. Consider them to be a medium difficulty so far. Can't wait to get my hands on the larger ones. Very satisfied with quality & delivery times.
26 October 2025
Unprompted review
Reply from puzzlesup.com
Hey Diane!
We’re so happy you’re enjoying your puzzles and that you’ve decided to try the larger ones too! Thanks for sharing your kind words — we can’t wait for you to start your next puzzle adventure! 🧩✨
DON'T trust them!
They promise free shipping and then ship postage due. The are scammers!
24 October 2025
Unprompted review
Reply from puzzlesup.com
Hi David,
We’re truly sorry to hear about your experience — that’s definitely not the way we want our customers to feel. It sounds like there may have been a mix-up with the shipping process, and we’d really like to make this right for you. Please reach out to our customer service team at support@puzzlesup.com
with your order details so we can look into what happened and find the best way to fix it for you. 💛
PuzzlesUp IS a scam
PuzzlesUp IS a scam. I purchased from the gifts for last Christmas. They not only NEVER came but they kept pretending my products were on the way until they didn't and just dropped off the face of the Earth.
They owe me a bunch of money and on top of that I needed to repurchase all my gifts!!
30 October 2024
Unprompted review
Reply from puzzlesup.com
Hi Dee, we’re so sorry to hear about your experience — this definitely isn’t the level of service we want any of our customers to have. We completely understand how disappointing this must have been, especially during the holidays. Please reach out to our support team at support@puzzlesup.com
so we can look into your order and make things right for you as soon as possible.
These puzzles are so enjoyable and fun…
These puzzles are so enjoyable and fun you get lost in completing them!
15 October 2025
Unprompted review
Reply from puzzlesup.com
Hey Lisa!
We’re so happy to hear you had such a fun time with our puzzles! 😊 Thanks for sharing your lovely feedback—it made our day! 🧩✨
Great puzzles
Great puzzles & so much fun to put together. PuzzlesUp rocks
1 October 2025
Unprompted review
Reply from puzzlesup.com
So glad you’re enjoying the puzzles! 🧩 Thank you for sharing your kind words—it means so much to know you’re having fun with them. 💛
Scam
This company is thriving because it takes your money and never delivers your puzzle. Scam artists!
I have reached out to your team over and over and over. And, still, nothing!!! No puzzle, no refund!
30 September 2025
Unprompted review
Reply from puzzlesup.com
Hi Debbie,
We’re truly sorry to hear about your experience. We always aim to provide excellent service and ensure every order is delivered, so it’s very concerning to read your feedback. This doesn’t reflect the standard we work hard to maintain.
Please reach out to our customer care team at support@puzzlesup.com
with your order details so we can look into this right away and make things right for you. We value your trust and would love the opportunity to resolve this as quickly as possible.
Warm regards,
The PuzzlesUp Team
These puzzles are wonderful!
These puzzles are wonderful!! My whole family loves to work on them. The unique shaped pieces are just so satisfying!!!
25 September 2025
Unprompted review
Reply from puzzlesup.com
Hey Donna!
So happy to hear your whole family is enjoying the puzzles 🧩 The unique pieces really do make them extra fun—thank you for sharing your lovely feedback!
I have purchased a number of puzzles…
I have purchased a number of puzzles over the past year or more from PuzzlesUp. The quality and craftsmanship is excellent. The customer support is excellent.
23 September 2025
Unprompted review
Reply from puzzlesup.com
Hi Tomaso,
Thank you so much for being such a wonderful part of our puzzle family 🧩We’re so happy you’ve been enjoying both the quality and our support!
A Scam
I ordered a puzzle on 8/12, and the ad said the company was in my community and going out of business. When I went to order, it said China, but the item was so cute, I paid for it and ordered it. After 2 weeks, I tried tracking it,EMAIL THEM TO ASK WHAT CITY AND STATE IT WAS IN AS it just kept saying received in the processing center. I finally contacted the shipping company with my order tracking # and they said they did not have it, never had it, and were not sure why the company said that. The company alleged they sent a second one, but gave me the same fraudulent tracking number. In excess OF 15 emails, 7 WEEKS, AND NO PUZZLE. Waiting for a refund, so DO NOT BUY FROM THESE SCAMMERS. I WOULD NOT GIVE IT EVEN 1 STAR, BUT THE SYSTEM DID THAT AUTOMATICALLY.
12 August 2025
Unprompted review
Reply from puzzlesup.com
Hi Te,
We are truly sorry to hear about your experience and the frustration this has caused. This is not the standard of service we aim to provide, and we take your feedback very seriously. While we understand how disappointing this must be, we would love the chance to make this right for you.
Please reach out to our dedicated support team at support@puzzlesup.com
with your order details so we can review this matter closely and ensure it is resolved as quickly as possible. We are committed to providing our customers with reliable service and quality products, and we want to make sure you feel fully supported.
Thank you for bringing this to our attention—we appreciate the opportunity to assist you directly.
Warm regards,
The Puzzles Up Team
I ordered a puzzle from them on their…
I ordered a puzzle from them on their “close out” sale a year ago and never received it.
19 November 2024
Unprompted review
Reply from puzzlesup.com
Hi Shelley,
Thank you for sharing your feedback, and I’m so sorry to hear about your experience. This is certainly not the kind of service we aim to provide, and we’d love the chance to make things right for you. Could you please reach out to our customer service team at support@puzzlesup.com
so we can look into your order and find the best solution for you?
We truly value your support and hope to resolve this quickly.
Warm regards,
The PuzzlesUp Team
False Advertising
False Advertising: This store is not closing! They are thriving!
I came across PuzzlesUp through their Facebook ads and website banners, all of which loudly claim the “permanent closure” of their shop and a “store closing sale.”
However, this is not true. When customers asked directly if they were going out of business, the company admitted they were only “closing out some older collections” to make room for new designs. In other words, the store is not closing at all — they are still operating and selling puzzles.
I bought some of their puzzles but this is not an appropriate advertising strategy! Reported to the UK ASA.
EDIT: And you can "make it right" by changing your advertising strategy. It's 16/09/2025 and the website is identical.
18 August 2025
Unprompted review
Reply from puzzlesup.com
Hi Sancarn,
Thank you for sharing your feedback with us. We’re truly sorry for the confusion caused by our messaging. To clarify, our “closing sale” refers to retiring certain older puzzle collections to make room for new designs, rather than our company closing down. We understand how this may have come across differently and appreciate you bringing it to our attention.
We value honesty in our communication and will review how we word future promotions to avoid any misunderstanding. In the meantime, our customer care team would love the opportunity to assist you directly and make this right. Please reach out to us at support@puzzlesup.com, and we’ll be happy to help.
Warm regards,
The PuzzlesUp Team
I ordered a few of these puzzles
I ordered a few of these puzzles. They kept emailing that the order was shipped and when I should receive them. No delivery. I emailed the company and they said do you want a refund? I said no I just want my order. She then said I will reship it and never received. GO ONTO AMAZON AND PAY MORE AND YOU WILL THEN GET WHAT YOU WANT.
4 October 2024
Unprompted review
Reply from puzzlesup.com
Hi Jana,
we’re very sorry to hear about your experience and truly understand how frustrating it must be to wait without receiving your puzzles. This isn’t the experience we want for our customers, and we’d love the chance to make it right. Please reach out to our customer service team at support@puzzlesup.com
so we can personally look into your order and find the best solution for you. 💛
It says shipping in US 5-7 business…
It says shipping in US 5-7 business days. I just got an email saying I would receive my package in 10 more business days. Should have looked at reviews. Now I'm afraid I may never see it.
13 September 2025
Unprompted review
Reply from puzzlesup.com
Hi Leni,
thank you for sharing your feedback. We’re truly sorry for the unexpected delay and the worry it has caused. We know how important it is to receive your order on time. While shipping times can sometimes be affected by factors outside our control, our customer service team is always here to help. 💛 Please reach out to us at support@puzzlesup.com
so we can check on your order right away and make sure it gets to you as quickly as possible.
PuzzleUp.com isn't even worthy of a…
PuzzleUp.com isn't even worthy of a 1-star rating. Order several puzzles. Delivery time came and past. Delayed response telling me it's delayed but still coming. Never came. PayPal got involved, they gave them the same delayed response, and never followed up with me or them after that. PayPal gave me a refund. How can a company can give you a tracking number, then lose your package? Seems others have had same/similar issues. Don't give them your money, bad business all the way around.
UPDATE: Seller responded, why would I contact customer service to have my case reviewed, when it was their job to do it the three other times I contacted them, and the one time PayPay al contacted them?
20 August 2025
Unprompted review
Reply from puzzlesup.com
Hi Christine,
We’re truly sorry to hear about your experience and the frustration caused by the delay with your order. This is not the level of service we aim to provide, and we understand how disappointing it must have been for you. We’d love the opportunity to make this right for you—please reach out to our customer service team directly at support@puzzlesup.com
so we can review your case in detail and find the best solution.
Thank you for bringing this to our attention—we’re committed to ensuring every customer has a smooth and positive experience moving forward.
—The PuzzleUp Team
Great Product!
I messaged the company to ensure my purchase was on it's way and they were very prompt to reply and my parcel arrived a couple of days later.
Beautiful wooden puzzles that exceeded my expectations. These will make beautiful gifts (and i'll keep 1 or 2 for me too!)
29 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Andrea!
Aw this makes us so happy to hear! ✨ We love that the puzzles brought a little extra joy and will be part of your gifting (and self-care 💛). Keeping a couple for yourself sounds like the perfect plan! 📖🌿
Great gifts!
The puzzles are well constructed and were shipped quickly. I love the small ones because they make great gifts!
15 August 2025
Unprompted review
Reply from puzzlesup.com
Thank you for your kind words! 🧩 We love that the smaller puzzles are bringing joy as thoughtful gifts. 🎁✨
Fun and beautiful puzzles at a great…
Fun and beautiful puzzles at a great price and reasonably timed shipping. We will definitely buying again!
14 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Vicky!
Thank you so much for your kind words! 🧩 We’re happy you enjoyed the puzzles and look forward to sending more your way. ✨
I ordered one to see if I liked it
I ordered one to see if I liked it, then 3 then 4 then 4 more. I liked them a lot. The pieces fit tightly. The shapes are amusing.
Sorry to see them go out of business.
1 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Dick!
We’re so glad you’ve enjoyed the puzzles and collected so many. Your kind words put a big smile on our faces 😊 Thank you for being such a wonderful part of our puzzle family!
Lots of fun for every one!
Received my order on time. Puzzled are exactly as shown. The colors are vibrant and the shapes of the parts are in line with the picture. So much fun! Have given them to the local library for the kids and several for adults as gifts. I have 7 finished. Every one loves them. So fun!
1 August 2025
Unprompted review
Reply from puzzlesup.com
Hey Florence!
Thank you for sharing the puzzle joy with others! 🧩 We’re so glad to hear they’ve been fun for you and those around you. 🌟
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.