to be fed up with not on the high street

[candlesandlight]

Bought 3 personalised products from not on the high street this week. 2 are great, but the 3rd a jigsaw based on front page of the times is dreadful. Cannot read the writing on picture so impossible to make jigsaw, cost Inc delivery 39.90.
Contacted not on the high street , been told as it's personalised. , based on DH date of birthday, it's tough luck,. Grrr
Still think they should refund my money.

That probably came across wrong- it was in reply to icimoi who said that you should only complain it is impossible to if if it really, truly, is not possible (pieces missing, don't fit together properly) because even a blurry picture could be completed if you have the time and patience. I did one today (only 250 piece though) that was 75% sky!

But either way, your complaint isn't so much that the jigsaw can't be done, it's that you're not getting what you were promised ie the front page of the times.

In terms of sending them a larger file: check that your phone's camera is set to the highest resolution/picture size (should be at least 5 MB) and take another photo. YANBU!

Picture was taken on latest iPad by my son who sent it. Don't think picture is unclear , feel they are just trying to stall , esp as they say it's personalised, tough grrrrrrr

Crohnically, read my post. That's what I said.

I'm simply saying don't base your complaint on the fact mentioned in your OP that the jigsaw is impossible to do unless you're absolutely sure that's the case; base it firmly and squarely on the fact that the newspaper picture is illegible. Manifestly it would be utterly pointless having a picture of the newspaper printed on your birthday if you couldn't read it, and indeed if you couldn't even read the date. If they're advertising it as a way to find out what was happening on your birthday, the product also doesn't meet its description as you can't find out anything.

Another poster here who won't order from NOTHS again. I've never known a company fail to deliver items to so many in my social circle. My non-delivery left me trying to find somewhere to make me a similar product just a few days before Christmas.

RE the quality of the product, your interaction was with NOTHS, not their supplier and so they should be dealing with it. I once ordered a personalised photo mug from Boots but that was fulfilled by Max Spielman. The quality was God awful but it took just 1 email to Boots to secure a full refund.

Sorry icimoi completely got the wrong end of the stick! Thought you were saying she shouldn't complain at all because the jigsaws not impossible, just very very tricky.

OP, whoever you paid the cash to is who you have the contract with. If the product isn't up to scratch it's a breach of contract. Send them a letter before action explaining they have 28 days to pay you a refund or you will take action to recover the money in the small claims court, in which case they will be liable for costs.

Thank you , when speaking to them today I will mention the 28 days as I am furious that someone could send this out thinking it was acceptable that's why it feels like a scam

Thank you everyone for all the advice, they have just confirmed by email that they are refunding my money.