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Most relevant positive review
16 Nov 2023
Verified review
I have used puzzle you before so didn't hesitate when I decided to use it again owing to the fact I was pleased with the service and the result of the jigsaws previously. If there was a problem this time it was because not being very technically minded and having a number of photos to arrange on my picture I couldn't turn the computer off to return to it later as I would lose what I had done, consequently i was on it on and off of it all day finishing at eight o'clock in the evening owing to the fact I couldn't return to it the next day If there is a way of turning the computer off without losing what I have done I would like to know please. I am 75 years of age and not of the younger generation and feel I could have done a better job of my creation if I could have returned to it the next day.
I have bought these puzzles every year for family and friends at Christmas. Even before the changed their name from myphotopuzzle. Whilst the quality has always been excellent, this year we had a slight issue with the cut of the pieces, it was as though once printed, the puzzle had been cut on an angle, so pieces in the top right corner were huge, and pieces in the bottom right corner were less than half thier normal size, and as such didn't fit together properly.
Although this might sound like I'm giving negative feedback, in truth I really just want to make PuxzleYou aware of the issue. I have in fact had nearly 10 years of great products from them and would rate them highly.
It was not clear that the puzzle does not come in little boxes to complete each day as it appeared on the website, so it’s one giant puzzle with all the pieces in one bag! Not what I was expecting. But otherwise it looks nice.
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Answer by puzzleYOU UK
5 days ago
Our Advent Calendar Puzzle is only available as a 1000 pieces jigsaw puzzle. By changing the amount of pieces from 1000 to 500 pieces, you automatically changed from the SMART SORTED Puzzle Advent Calendar to an "ordinary" photo puzzle.
5 days ago
Verified review
Great service, product average
The puzzle pieces on the puzzle I received do not lock together very well, there is movement between the nd tge separate very easily.
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Answer by puzzleYOU UK
5 days ago
Thank you very much for your comment. Since your product review is in contrast to the quality we guarantee, we are concerned that something may have gone wrong in production. If you could be so kind as to send us a photo, taken of your photo puzzle, so that we can get an impression of the die-cutting result, our customer service team will then take care of it and fulfil our quality promise.
28 Sept 2024
Verified review
3 times rescheduled delivery and still hasn't received my order. My mum's birthday today and still haven't got her present
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Answer by puzzleYOU UK
10 days ago
We are sorry for the delay. Especially when it is meant for a birthday, this is particularly annoying. In the meantime, the parcel has been delivered and we hope your mother enjoys her present even afterwards.
2 days ago
Verified review
You are asking me to rate and I’ve not received anything
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24 Sept 2024
Verified review
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20 Aug 2024
Verified review
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27 Dec 2023
Verified review
Great product, issue with cut of pieces this year.
I have bought these puzzles every year for family and friends at Christmas. Even before the changed their name from myphotopuzzle. Whilst the quality has always been excellent, this year we had a slight issue with the cut of the pieces, it was as though once printed, the puzzle had been cut on an angle, so pieces in the top right corner were huge, and pieces in the bottom right corner were less than half thier normal size, and as such didn't fit together properly.
Although this might sound like I'm giving negative feedback, in truth I really just want to make PuxzleYou aware of the issue. I have in fact had nearly 10 years of great products from them and would rate them highly.
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Answer by puzzleYOU UK
28 Dec 2023
We very much appreciate your bringing this to our attention. Due to the higher speed, at which we work in production in the pre-Christmas period, such mistakes are sometimes overlooked. Should you however prefer to receive a puzzle with the quality you are used to from us, please be so kind as to send a photo of the misshapen puzzle pieces to customer service. They will be happy to send you a perfect copy.
7 May 2024
Verified review
Not fit for purpose
very bad communication. no photo on the outer box so no way of being able to build the jigsaw! Was told that they didn't do this 'as it would spoil the surprise for birth/wedding announcements (as if anyone does that with a jigsaw!) but was later told it was because i didn't select a photo at checkout, but my options were only to select generic 'happy birthday etc' on box. I presumed this would be a gift box, with the photo of the puzzle on the actual jigsaw
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Answer by puzzleYOU UK
15 May 2024
As a matter of fact, most of our photo puzzles are ordered as gifts and more people than one can imagine want the puzzle to remain a surprise until it has been completed. This led to the decision to offer an extra category with boxes without pictures to assure the surprise effect. For the reason that every customer owns the photo they upload for the puzzle, we did not tought it to be a problem in also offering puzzles without any example.
Nevertheless, in order to choose a puzzle box, it is necessary to click on one of the following categories:
1. Classic boxes
2. Boxes without any example
3. Birthday boxes
4. Theme boxes
5. Christmas boxes
You have selected a puzzle box from category 2. Not only did the preview show that the box does not contain any pictures, but this special category is also called: "Boxes without any example". We are sorry that you must have overseen this and we would be pleased if you could reconsider the accusation of bad communication.
20 Feb 2024
Verified review
The puzzle was sent with out a picture I’ve emailed and called nemouros occasions without any response! We can’t actually do the puzzle without the picture I’ll keep trying to contact them
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Answer by puzzleYOU UK
22 Feb 2024
To make the large number of layouts more manageable, we have divided our puzzle boxes into 5 categories:
1. Classic boxes
2. Christmas boxes
3. Boxes without any example
4. Birthday boxes
5. Theme boxes
You have selected a puzzle box from category 3. These puzzle boxes are actually intended for customers, who want the puzzle to remain a surprise until it has been completed. For example, when there is a marriage proposal on the puzzle or the announcement of a grandchild. It would be inappropriate for us to anticipate the surprise with a picture in the box.
We kindly ask for your understanding. Our service team has sent you an example by e-mail.
27 Oct 2023
Verified review
Late delivery
Estimated date of delivery was optimistic. Arrived 4 days late after being stuck in Germany for 3 days with no action and no explanation.
I also would have preferred a plain boxed item as illustrations of jigsaw pieces all over parcel somewhat gives the game away if meant as a surprise.
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22 Oct 2023
Verified review
Great product, delivery not so good.
I was given a delivery date, which I then changed to a date I would be home. The delivery time was then updated to a time that had already passed, then the actual delivery was made the next day, so I had to go and collect it from a collection point. Great product, delivery not so good.
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20 Mar 2024
Verified review
I bought a 1000 piece puzzle and decided to frame it. It was then I found that PuzzleYou produce their puzzle a different size to the standard 1000 piece size. This means that had to buy a frame from them instead of having a large choice of generic frames. Very disappointing.
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Answer by puzzleYOU UK
25 Mar 2024
We would like to inform you that there is no such thing as a standard size for puzzles. 1000 pieces only indicates how many pieces a jigsaw puzzle has. We are specialised in producing premium jigsaw puzzles and as we are not a frame manufacturer, we offer this timeless-looking frame only as a nice to have accessory. We are not forcing anyone to buy this frame and we think there are plenty of framers to be found who can make a frame to your taste with any size you want.
14 Dec 2023
Verified review
The wrong puzzle was sent to me, I have been unable to contact the Puzzle company. I would like a full refund.
The present and surprise I had planned for my Dad is not ruined.
Very disappointed and I have not received a refund.
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Answer by puzzleYOU UK
18 Dec 2023
We know that we cannot make up for a failed surprise and once again offer our sincere apologies. We have arranged for a full refund today.
5 Jan 2024
Verified review
Order arrived late for Christmas
Bought a personalised puzzle for my wife for Christmas and was assured it would arrive before Dec 25. It didn't arrive until about five days after. Very disappointed.
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Answer by puzzleYOU UK
11 Jan 2024
In the week before Christmas, our production team worked 24/7 and, as a result, we managed to get your order shipped within 24h. So in that respect, we did a tremendous job. For all employees, this Christmas was ideal, 4 days off in a row. But of course this also applied to the people working in the courier services, which is why we understand your disappointment after your parcel arrived at the distribution centre in Croydon on the Friday before Christmas, but got stuck there and was not forwarded on the route to Raynes Park.
Although we as producers cannot help the fact that the Friday before Christmas must have been a madhouse at this distribution centre, we apologise for the delay and hope that the puzzle will provide enjoyment after all.
18 Oct 2023
Verified review
Plain packaging please
Very disappointed that when delivered it comes in packaging that has jigsaws printed all over it.. my husband knows that I know have a jigsaw for his pressie.
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31 Dec 2023
Verified review
Puzzle was smaller than expected and also it is not clear that this comes from Germany. I ordered and received 2 weeks later and after Christmas
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Answer by puzzleYOU UK
4 Jan 2024
In the navigation in our shop, you can click on "Photo Puzzles" and be directed to the product pages of the individual puzzles. Here you will find all details such as the size of the puzzle, the size of the pieces, etc.
We where quite proud that we managed to ship your order in the busiest week of the year already the next day, so it was also disappointing for us to find that your parcel got stuck at the Northampton distribution centre on the Friday before Christmas and was not forwarded to Peterborough.
We know we cannot make up for a missed Christmas surprise, but we hope for your understanding that this was a mishap beyond our control.
1 Dec 2023
Verified review
Poor quality of cardboard/pieces. Colours are not making sense black is dark green, blue is black, etc. colours are really poor quality…
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Answer by puzzleYOU UK
5 Dec 2023
If the puzzle really is as described by you, then it would make sense to contact customer service and send them a picture of the print result. The photo should however show something more than just one puzzle piece. Fact is that none of our puzzles has poor quality cardboard and if the colours do not match the photograph, you can make use of your guarantee and receive a new photo puzzle with the quality we have become known for.
3 Jan 2024
Verified review
Too late for Xmas
Was part of my grandsons Xmas present - arrived on 28th Dec.
Maybe the delivery companies fault. Just disappointed.
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Answer by puzzleYOU UK
4 Jan 2024
According to the information provided by UPS, there were disruptions in the Eurotunnel, which prevented some shipments from being delivered on time. This is a case of force majeure, which is why we have not been able to see this delay coming in advance. We are very sorry for the delay and we also want to apologise on behalf of UPS for the inconvenience caused. We know we can't make up for a ruined Christmas surprise, but we hope the gift will still bring joy even afterwards.
15 May 2024
Verified review
Disappointed by the delivery agent
The product is great , except it arrived crushed by the delivery agent . I suggest use different type of packaging
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Answer by puzzleYOU UK
17 May 2024
We are sorry that the courier did not handle your parcel with care. It takes quite a lot to damage our sturdy wrap packs. If you send a photo of the damaged puzzle box and the shipping packaging to our customer service, they will claim it from UPS and send you a new one.
27 Dec 2023
Verified review
Use a decent delivery service that don’t just chuck it on the doorstep snd leave!
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Answer by puzzleYOU UK
28 Dec 2023
If the delivery by the courier was not to your satisfaction, we are of course happy to be informed of it.
We think Trusted Shops is also doing a poor job here, because how can it be that the last metre in the delivery process allows so many point deductions and we only get two stars, despite the fact that our part of the job, producing a premium photo puzzle and shipping it already the next day, was actually done perfectly.