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:07/13/2025

  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.

  I placed an order with this company on 7/4. I have sent numerous emails about tracking and shipping. No response. After further investigation it seems this is a scam website. I tried filling a dispute with my bank today but the department wasn’t open on Sundays. I will file in the morning.

  Business Response

  Date: 07/17/2025

  Hello,

  Thank you for reaching out to us. After reviewing our system, we were unable
  to locate any orders placed under your information. It appears that this order
  was not placed through Bits and Pieces.

  If you believe this may be an error or have additional details to share,
  we’d be happy to take another look.

  Kind regards,
  M*******

• Initial Complaint

  Date:06/19/2025

  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.

  I ordered from these guys, never got any updates for shipment, eventually i reach out and they provided a tracking number to a shipping company called ascencia and claim they have already shipped the product. From the site, I can see all they have done is submit an electronic submission and the package was never picked up. they held my money for about a month and refunded all but about 4-5$ back to my CC... this is a total scam? just charge people and partial refund them so they won't complain?

  Business Response

  Date: 06/24/2025

  Hello,

  We regret to
  hear about the customer’s experience and appreciate the opportunity to provide
  clarification.

  Please be
  advised that the customer’s order was deemed undeliverable to the provided
  shipping address. As a result, the following refunds were processed:

  On June 12,
  2025, a refund of $30.99 was issued to the customer’s original form of
  payment.
  On June 20,
  2025, a separate refund of $4.02 was issued to cover the applicable taxes
  related to this purchase.

  Unfortunately,
  as the item could not be successfully delivered, the full refund was issued
  accordingly. We kindly ask that the customer allow 5 to 10 business days from
  the respective refund dates for the amounts to appear on their account,
  depending on their financial institution’s processing times.

  We hope this
  provides clarity, and we thank you for your understanding.

  Kind
  regards,
  Michaela
  W

  Customer Answer

  Date: 06/24/2025

  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. 
  
   
  however, these business practices of waiting extremely long periods of time, claiming packages have been shipped when no product ever left the premises, partial refunds (without communicating that it is taking place nor that it is partial etc) seem like extremely unethical and shady business practices. I think the hope here is that people will forget about their package or the exact amount and let it go. Once the item is partially refunded the customer loses the ability to dispute the charge with the credit card company
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:03/10/2025

  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 Nov, 9, 2024,I ordered 3 items (Incl I) and overpaid by $9.67. The catalog was in my wife's name, but she died 12 years ago. I paid with check **** which is in my name. The sent me a check in my wife's name, that I couldn't cash. I called on Dec 10, and was told to provide a death certificate, on Dec 31, I received a letter from them (Incl II). I called on Jan 24, 205. I could not speak to anyone in the company, just a person from India. When I called ###-###-#### (their phone).

  Business Response

  Date: 03/11/2025

  Hello,

  Please be advised that the account has been transferred to *** ******
  ******. Unfortunately, we are unable to reissue the check. However, to address
  the inconvenience, I have applied a $30 credit to *** ******** account ********,
  which he can use on his next order. This credit does not expire, and the
  reference number is *********.

  I sincerely apologize for any inconvenience this may have caused. Please let
  me know if there is anything else I can assist you with.

  Kind regards,
  Michaela

  
  

  Customer Answer

  Date: 04/08/2025

  
  
  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,
  
  ****** ******
   
  
  I received your letter on March 29th and called your office on April 1, 2025. I read Bits and Pieces response, and it would be a great response if I wanted a monetary reward; however, they did not address my three concerns that I had in my complaint. Perhaps these concerns would require them to change some of their ways of conducting business and dealing with customers.
  
  I appreciate the hard work that the Better Business Bureau has done on my behalf concerning Bits & Pieces. 
  
  Thank you.
  
  ****** ******

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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.

  I received a puzzle board for Christmas as a gift. I live in a small space and this board is humongous. I wanted to exchange it and was told the cost to return the board was going to be at my expense. The cost to ship it back is $46. That's almost half the cost of the board to begin with. My daughter in law paid $20 to have it shipped and now it's $46 to ship it back only to pay to have another board shipped. I've called and practically begged for them to supply a return shipping label and get nothing. Yet the website says 100% satisfaction guaranteed. I cannot afford $46 to send an item back.

  Business Response

  Date: 12/31/2024

  Hello,

  Thank you for reaching out to us.

  I would like to clarify that our policy does not include a 100% satisfaction
  guarantee. However, we do guarantee that if an item is damaged or if any parts
  are missing, we will promptly resolve the issue by either reshipping the item
  or providing a replacement certificate to the original account holder.

  In this case, as the item is not damaged but rather deemed too large, we
  kindly advise that the recipient discusses this matter with the purchaser. Per
  our return policy outlined on our website, customers may return items at their
  own cost, provided the item is in its original condition. Once the return is
  processed, a refund will be issued to the original account holder.

  At this time, no further action is required from our end. Please rest
  assured that we are committed to adhering to our policies to ensure fair and
  consistent resolutions.
  Should you have any further questions, feel free to contact us.

  Kind regards,

  M*******

  Business Response

  Date: 01/02/2025

  Hello ********* *****,

  Thank you for bringing this matter to our attention. We appreciate the
  opportunity to address the concerns raised and ensure clarity for our
  customers.

  We understand the confusion surrounding our satisfaction guarantee and
  sincerely apologize for any inconvenience caused. To prevent further
  misunderstandings, we will work with our marketing team to have the
  satisfaction guarantee clearly explained and published on our website.

  In this particular case, we will be issuing a full refund of $152.18 to the
  original purchaser of the puzzle table. The refund will be processed back to
  the original method of payment and may take 5–10 business days to reflect in
  the purchaser’s account. Additionally, the complainant is not required to
  return the table. They may choose to keep it, donate it, or dispose of it at
  their discretion.

  We remain committed to providing exceptional service and ensuring customer
  satisfaction. Please do not hesitate to reach out if further clarification or
  assistance is needed.

  Kind regards,
  M******* W*****

  Customer Answer

  Date: 01/02/2025

  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

  Date:12/11/2024

  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.

  On 12/2/24 I ordered a Deluxe Swivel Puzzle Easel from Bits and Pieces.
  
  Upon delivery 12/6/24 and unpackaging the puzzle board, it was clear that it was poorly made and/or damaged based on discoloration of the wood frame with sections appearing to have water damage, sections with stain missing or rubbed off, and sections with excessive dried stain dripped onto the frame.
  
  I reached out to Bits and Pieces by phone and e-mail (including pictures) on 12/7/24 with a request to return the defective item and seeking a refund.
  
  On 12/8/24 I received a reply from customer care stating "unfortunately we are no longer issuing a refund as a part of our guarantee policy" but they provided a credit/replacement certificate to be used for another product of theirs. Based on this experience, I was not interested in purchasing another product from this company. It is clear from their website that they do offer refunds or exchanges if products do not meet or exceed expectations.
  
  I then received an e-mail on 12/9/24 from the ******** customer service (I live in the US) requesting that I sent the puzzle board back to them (at my cost) to an address in *******. The shipping estimate for this item from the USA to Canada via *** was $159.89 which is almost the price of the item itself! I asked Bits and Pieces if they would guarantee payment/reimbursement of the shipping fees and received no response.
  
  My experience appears to be entirely consistent with what others have reported with this company. Their website speaks about striving for customers to order with complete confidence and nowhere does it state that customers are responsible for return shipping fees when returning damaged or defective items.

  Business Response

  Date: 12/20/2024

  Hello,

  We sincerely apologize for the inconvenience caused by the damaged item you received.

  Please be assured that a full refund of $179.34 has been processed to the customers original form of payment. It may take 5 to 10 business days for the refund to reflect on the customer's credit card, depending on their bank’s processing time.

  We deeply regret any frustration this situation may have caused and appreciate your understanding. If you have any further questions or concerns, please don’t hesitate to reach out.

  Kind regards,
  M*******

  Customer Answer

  Date: 12/31/2024

  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

  Date:11/16/2024

  Type:Billing 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.

  nov 16, 2024. my mother was trying to order from a bits and pieces catalog. her card was declined. i gave my card number. it was declined. my brother gave his card number. also declined. upon checking. the amount was removed from each of our accounts. customer service says they have no record of any order. and wont give a number for their billing department.

  Business Response

  Date: 11/19/2024

  Hello,

  Thank you for reaching out regarding the charge of $83.21. Unfortunately, we have been unable to locate this transaction in our system. To assist further, we kindly request the following:

  1)   Last Four Digits of the Card:
  Please provide us with the last four digits of the card (or cards) potentially used for this charge. Kindly note, for security purposes, we only require the last four digits.

  2)   Dispute with Financial Institution:
  Alternatively, the customer has the option to file a dispute with their financial institution. The institution will contact us regarding the matter, and if the dispute is valid, a refund will be issued to the customer.

  We appreciate your cooperation and look forward to receiving the requested information to assist you further.

  Kind regards,
  Michaela

• Initial Complaint

  Date:11/10/2024

  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.

  October, 2024
  Email sent to Bits and Pieces 4 times now:
  
  I am writing to express my extreme disappointment with a product we recieved recently. Order *********** cost a total of $179.99 (excluding tax). It arrived in really bad shape. It couldn't be aligned. One table leg jutted out significantly more than the other. The key was not in the proper location or as advertised to work as shown in your marketing. The entire purchase, which to me was very costly, was a rip-off. I called your customer service today and was told that in order to return the table, I would have to pay for the return shipping myself. This shipping cost was $148.04 via ***. When I called your customer service initially, they never said I could keep the product or to take pictures of it.
  
  As my *** records show that the product was shipped back to you, please look for yourselves at what a terrible product it is and refund me for the product and the return shipping. I did nothing wrong. Your company is negligent.

  Business Response

  Date: 11/11/2024

  Hello,

  I apologize for the inconvenience experienced by the customer. Please be advised that we have received the item in question, and a refund of $195.29 has been processed through Shopify. This amount should reflect in the customer’s account within 10 business days.

  Additionally, we have refunded $148.04 to cover the *** return fee. This amount will be issued via check, which may take up to 5 weeks for the customer to receive.

  In total, the customer will be refunded $343.33.

  Thank you for your understanding and patience in this matter.

  Kind regards,
  M*******

  Customer Answer

  Date: 11/11/2024

  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 as long as it remains as stated (email from Bits and Pieces is below). However, I want my credit card to be refunded directly. I do not understand how "shopify" works. Will this $ go to my credit card?

   

  MESSAGE FROM BUSINESS:
  
  Hello,
  
  I apologize for the inconvenience experienced by the customer. Please be advised that we have received the item in question, and a refund of $195.29 has been processed through Shopify. This amount should reflect in the customer’s account within 10 business days.
  
  Additionally, we have refunded $148.04 to cover the *** return fee. This amount will be issued via check, which may take up to 5 weeks for the customer to receive.
  
  In total, the customer will be refunded $343.33.
  
  Thank you for your understanding and patience in this matter.
  
  Kind regards,
  M*******

  (Above is from Bits and Pieces)
  
  
  
  
  
  

  Customer Answer

  Date: 11/12/2024

  Bits and Pieces said they will credit a broken table they sent me (and I returned to them). I am sharing my email to them below. However, they are deciding how they will credit me and this is shady. They are creditng my UPS bill back to my credit card, but the actual table credit to something calle "Shopify." I don't use this app/online system and I DID NOT agree to this even in my documentation to you. Please help. It appears very odd that they get to decide how to retun my money for their faulty table, let alone their terrible customer service and misleading online business. Email I sent to Bits and Pieces is below: I am writing to express my extreme disappointment with a product we recieved recently. Order *********** cost a total of $179.99 (excluding tax). It arrived in really bad shape. It couldn't be aligned. One table leg jutted out significantly more than the other. The key was not in the proper location or as advertised to work as shown in your marketing. The entire purchase, which to me was very costly, was a rip-off. I called your customer service today and was told that in order to return the table, I would have to pay for the return shipping myself. This shipping cost was $148.04 via UPS. When I called your customer service initially, they never said I could keep the product or to take pictures of it. As my UPS records show that the product was shipped back to you, please look for yourselves at what a terrible product it is and refund me for the product and the return shipping. I did nothing wrong. Your company is negligent.

  Business Response

  Date: 11/14/2024

  Hello,
  
  I wanted to confirm that the customer’s purchase was made
  through our website, which is hosted on the Shopify platform. As outlined in
  our terms and conditions at the time of purchase, the refund will be processed
  to the original payment method used for the transaction. In this case, a refund
  of $195.29 for the item will be issued back to the customer’s original payment
  method.
  
  In addition, we have refunded $148.04 to cover the UPS
  return fee. This portion of the refund will be issued via check, which may take
  up to 5 weeks to arrive.
  In total, the full refund amount will be $343.33.
  
  Please let us know if you have any further questions or
  concerns. We appreciate your understanding and patience throughout this
  process.
  
  Kind regards,
  Michaela

• Initial Complaint

  Date:02/03/2024

  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.

  I orderd what I thought was a 6 piece set of 300 pc puzzles. However, when I received the carton and opened it all the puzzles were 1000 pc. I have poor eye sight and cannot use the 1000 pc puzzles. I would like to exchange for 300pc. if available.

  Business Response

  Date: 02/05/2024

  Hello,

  We would like to inform you that we have issued a store credit in the amount of $60.45 for the customer's recent purchase. This store credit can be utilized at the customer's discretion for any future purchases. While it is not our standard practice to provide refunds or store credits for customer errors, we have decided to make an exception on this occasion as a one-time courtesy.

  The customer will receive an email containing their certificate number, which they can use at any time as it does not have an expiration date.

  If you have any questions or concerns, feel free to reach out to us.

  Best regards,
  Michaela

   

• Initial Complaint

  Date:01/12/2024

  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.

  I ordered a puzzle keeper - it was too large - when I contacted the seller regarding returning, the seller told me to use the supplied label - there was no label - ordered a different item, it came damaged - contacted the seller again and spoke to a different person - I was told a form isn't included in the shipment and I should have taken the first item to the post office - I had already passed it on to a friend - I was told to take photos of the second damaged item and email them - I was told that it wasn't necessary to return the damaged item and I would receive a credit - I have yet to be contacted.

  Business Response

  Date: 01/15/2024

  Hello,

  We would like to inform you that a refund of $177.75 was initiated on January 12, 2024, and has been processed successfully. Please note that it may take up to 5 business days for the refunded amount to reflect on your original method of payment, PayPal.

  The customer was notified of the refund on January 13, 2024. If you have any further inquiries or concerns regarding this transaction, feel free to reach out to us.

  Warm regards,
  ********

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:12/13/2023

  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 company makes it impossible to withdraw your money. I already terminated my business with them after An asset recovery team ************** tracked and recovered my money

  Business Response

  Date: 12/14/2023

  Hello,

  Regrettably, I couldn't locate any records based on the information provided. Could the complainant kindly provide an account number or order number to facilitate our investigation on our end?

  Warm regards,

  Michaela