Flame Tree Publishing Reviews 

I recently reached out to Flame Tree Publishing because I was unfortunately missing a piece from a jigsaw I received as a gift. Even though they couldn't replace just the single piece due to how their batch cutting plates work, Olivia Moody went above and beyond to make it right.

She offered to send out a replacement jigsaw of my choice and gave me some wonderful alternative titles to pick from. The communication was prompt, kind, and extremely helpful, turning a minor disappointment into such a positive experience!

This has restored my faith in good customer service. I recently tried to complete the Winter Wonderland jigsaw (Angela Harding) below only to find there were 7 missing pieces ! I was very disappointed as it was a Christmas gift from my daughter and I was planning to frame it as it’s a gorgeous picture. The pieces were definitely missing, I’d searched diligently for them without success. I immediately contacted the publishers, Flame Tree Publishing by email to let them know, the jigsaw was quite challenging so I was miffed! Well, Olivia Moody contacted me within the hour to say they would try and get the missing pieces to me and would I like to choose another jigsaw in the meantime?! Well, The Day Dream (Dante Gabriel Rossetti) has just arrived! Three cheers for Flame Tree Publishing, very pleased. 😊

I have just conceded defeat doing the great wave puzzle. I have come to the conclusion that the cutting of pieces are too regular and to place pieces takes 20 or more tries for each wave or ski piece. If the puzzle was cut with random shapes it may be easier to complete.

Beautiful puzzle and excellent quality. I contacted customer service after losing a piece. A replacement was sent the same day following a couple of emails the tone of which were friendly and very helpful. I would recommend this company.

So we had lost a puzzle piece from a 2 year old puzzle of the great wave, and reached out to the support service. They sent a replacement piece which sadly did not fit due to using a different cutting tool to the one used 2+ years ago. In the end we got a free replacement puzzle which is far more than we deserve considering it was probably our fault that we lost a puzzle piece.

I ordered two sketch books from FlameTree for Christmas presents. Unfortunately one arrived damaged. I could see the package had been bashed or dropped in transit. I called the company, and spoke to the loveliest person, who was really apologetic. He checked his stock, and sent a replacement out there and then - it arrived in a couple of days! He was so lovely about it, staggeringly excellent customer service! And the books are absolutely gorgeous - good quality paper and beautiful cover designs - exactly what I was looking for. Fabulous company.

No response to emails. Supplied a Japanese silks (collaborating with the V&A) calendar with US week system starting on a Sunday despite being designed for UK and Commonwealth markets. Printed in PR China which does not use the US system, so I assume an error by the UK commissioners to the Chinese printers. Very confusing to have the week start on Sunday and a split weekend rendering the calendar unusable. No offer of a replacement or even acknowledgment of their error.

I made my first purchase of two books from their website. Although the site said they were transferring their stock from their warehouses to new locations since they are now associated with Simon & Schuster, the books arrived very quickly. One of the books arrived with a page ripped so badly that it was hanging out of the bottom of the book. It would have been fairly impossible to miss this when packing it for shipping. I contacted the company, but didn't receive a reply. I would have given four stars if they had at least bothered to to address the issue. But, I just wouldn't have the confidence to buy from them again since they didn't.