Review Time
PuzzleYOU have incredibly bad customer service. You can only “contact” them by email. They respond too late to correct the issue and then give you pat answers so the problem cannot be corrected no matter how many times they say to contact them and they will correct. I have spent hours of my time on this and I caution others to use other reputable companies like Shutterfly to get their photo puzzles. I sure wish I had that time.
BEWARE! Policy for Change or Cancellation is Trash! I wanted to change my photo within minutes of placing my order and was told that I could not change or cancel because I ordered as a guest. This makes No Sense! Why aren’t all of their customers equal? This was not something that was presented to me prior to ordering usually companies give you at least 24 hours to cancel or make changes this company didn’t even give me five minutes. I would never use them again and I will be disputing all charges with my bank.
As others have noted, there are additional import fees charged before you can receive your puzzle. I was already spending a lot under the premise that I was ordering from a Canadian company (per their country selection page) - nowhere did they mention my order would ship from overseas, nor that I would have to pay nearly the cost of the puzzle again in duties... but the most disappointing part was when I contacted them to let them know they should make it clear if it's shipping from another country, and they basically gaslit me saying it's clearly stated and it's my fault for missing it. I'm obviously not the first complaint they've received about this, so they clearly know it's an issue and don't care to do anything to rectify it. They can absolutely calculate and collect duties up front but choose not to because they know people wouldn't spend $150 for a puzzle when they can order one from an *actual* Canadian company.
Extremely Deceptive Pricing PracticesI ordered a product from Puzzle You and was shocked to discover only upon delivery that I owed a tariff fee. At no point during the checkout process did the company disclose that their product was subject to additional customs or tariff charges. The mail carrier informed me at my doorstep that I had to pay the tariff before receiving the item.What makes this even worse is that the tariff was almost the same cost as the product itself, essentially doubling the total price. Had Puzzle You been transparent upfront, I would have made a very different purchasing decision.This kind of lack of disclosure feels incredibly deceptive. Customers deserve to know the full cost before placing an order—not after it’s too late to cancel. I will not be ordering from this company again and strongly caution others to be aware of these hidden costs.
Edit: I reached out to customer service for the second time on Friday December 12,2025 per their review response, and have not heard back. I ordered two custom puzzles from puzzleyou as gifts for my elderly aunt, and the experience was incredibly disappointing. We submitted clear photos—one in landscape so the entire family would fit—yet both puzzles were printed completely wrong. The first one was flipped to portrait, cutting half of the family out. The second puzzle was even worse: the photo included my aunt, her daughter, son-in-law, and son, but the puzzle only showed my aunt and her son-in-law. Everyone else was cropped out.When we reached out to customer service to ask why this happened, the only solution they offered was a discount code to “order more.” We don’t want to order more—we want the order we paid for to be made correctly. Offering a coupon instead of fixing their mistake is unacceptable. At the very least, they should reprint the puzzles properly.Until they make this right, I can’t recommend this company.
I was very surprised at how fast my order got processed, in fact it made me decide to place another order from them. I am also very happy with their communication levels towards delivery times and tracking. I will defiantly order from them again.
I didn't realize it was a German company when I purchased the puzzle. After it was shipped, UPS sent an me an invoice for import fees after I paid for the item and shipping. The import fees was almost half the price of the puzzle. Go with a local company instead. Much cheaper. Apparently there was fine print, which I cant dispute.
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Custom Photo Jigsaw Puzzles made easy! Choose & upload 1-65 of your favorite pictures & select 2000, 1000, 500, 200, 100 or 48 pieces. 250+ puzzle templates & 80+ gift box designs to customize with your message. Fast 2-day UPS shipping from our friendly team in Pennsylvania, USA.
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