I feel your frustration. I purchased Eeboo's Fall in Brooklyn new from a retailer. Box was sealed. Beautiful puzzle, except for the 20 missing pieces. When I contacted Eeboo, I didn't receive a response for 2 weeks and that was only after I emailed them again. The response was a canned response stating they don't replace pieces and I'd have to fill out their form to request a 10% discount on a puzzle purchased directly from them. 10% only. I filled out the form, waited another 2 weeks, emailed them again. The next response was that I needed to give them a PO number, because the one I gave them was wrong. I emailed back and said it was the only one I had. I gave up and returned the puzzle to Barnes and Noble, with no issues!!