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Business Profile

Toys

White Mountain Puzzles, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2023

    Type:Delivery Issues
    Status:
    Answered
    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 am a past customer of White Mountain Puzzles and received their 2023 Holiday Catalog which stated, "Special Offer buy any three puzzles and receive a fourth puzzle of your choice FREE. One time offer expires December 15, 2023." On December 10, 2023 I tried to take advantage of the offer by purchasing 3 puzzles and getting one free. When I told the sales person that I wanted to ship two puzzles to each of two of my grandchildren, I was told that was not possible. I even offered to pay the additional shipping charges if I received the free puzzle as advertised. Again I was told that was not possible. On Monday, I spoke with Julie A****, DCT supervisor who also told me that it was impossible for White Mountain Puzzles to ship to two locations. I requested that her supervisor contact me regarding this matter. I have not heard from him yet. I then proceeded to go online to WMP and order the four puzzles that I wanted and sent one order of two puzzles to ****** MA and the other order of two puzzles to ********** MA. It was incredibly easy for me as it would have been for WMP. The difference, of course, is the cost which was $50.47 for ***** and $44.09 for a total of $94.56. This advertisement is the "old bait and switch" scam that unscrupulous merchants have used for years. I am shocked that WMP promotes such business practices especially during the Christmas season. I am requesting that I be reimbursed $16.99 for my free puzzle and that White Mountain Puzzles agree not to use this type of fraudulent advertising in the future. ****** *****

    Business Response

    Date: 12/12/2023

    ******

     We do not practice so called "old bait and switch" scam's,  We have been in business for over 44 years this would attest to the fact that we do not operate this way.  I'm happy to refund you for one puzzle.

  • Initial Complaint

    Date:10/23/2023

    Type:Product Issues
    Status:
    Resolved
    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 10-4-23, I ordered 5 puzzles. I have just finished the first one. (*****). 6 pieces on the bottom frame only had cardboard and no paper covering. One piece had paper partially on it. This is not acceptable for White Mountain puzzles. It was 500 pc. Please replace or send another. Thank-you!

    Business Response

    Date: 10/23/2023

    I spoke with ***** - we are sending her a replacement puzzle

    Customer Answer

    Date: 10/24/2023



    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.




    Sincerely,



    ***** * ******

  • Initial Complaint

    Date:02/06/2023

    Type:Product Issues
    Status:
    Answered
    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.
    The transaction date was July 3, 2022 for $89.95. I have four other transactions in 2022 totaling $151.89. Orders as follows:
    1-21-22 $51.96
    7-3-22 $89.95 order ****** 8-29-22 $7.99
    9-9-22 $43.97
    10-21-22 $47.97
    In every order, one puzzle was defective, missing pieces. In three or four cases, they allowed me to select another puzzle. This time they are not allowing me to select another puzzle and will only replace with the exact same puzzle. I do not want the same puzzle. The puzzle sold to me was defective. It was false advertisement. It was advertised as brand new. Advertised as a complete puzzle for $19.99. That is not what I received. I want my money back or a puzzle of my choice.

    Business Response

    Date: 07/03/2023

    These are the free replacements we have sent ****: 1) #****** -December 21, 2020, 2) #****** October 5, 2022, 3) #****** -October 15,2022 4) #****** -December 22, 2022, 5) #****** -February 6, 2023,

    and She has placed two additional orders after all of these replacements. 

    Order #****** Saturday at 10:15 pm **** *******

    Online Store $79.96 CompletePaid  5 items

    FREE SHIPPING

    Select Order #****** Feb 22 at 1:47 pm **** *******
    Online Store $17.98 CompletePaid  1 item

    I feel we have gone above and beyond to accommodate **** with her complaints.  We do NOT sell used Puzzles.  And the fact that she continues to order from us is proof that we are accommodating such complaint's.  

     

    Customer Answer

    Date: 07/05/2023



    Complaint: ********



    I do not accept the business's response as a resolution to my complaint because: 

    they sold a defective puzzle missing pieces.  Their policy is that you have to complete the puzzle.  Therefore, I want a different puzzle not the same puzzle.  That is the issue.  Send me a puzzle of my choice.  



    Sincerely,



    **** *******

White Mountain Puzzles, Inc. is BBB Accredited.

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