Business Profile

Gift Store

Harry & David

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Harry & David's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

370 total complaints in the last 3 years.
245 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:12/21/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a gift basket and paid extra shipping for it to be delivered the next day. Honestly, that was a bad idea because it never got delivered. I contacted them and then they said there is a delay so that I could order another basket that would arrive sooner. I proceeded with that, and still never gotten an email confirmation. I called the next day and then they told me my order will be delivered a day later than expected. Dont tell me one thing and change the next. I understand the holidays but people pay extra to make sure it gets shipped on time. I called again two days later to get an update and one of the agents ended up changing my order without ME CONFIRMING the gift basket. I just told them I was unsatisfied that my order was being delayed, I never got an email to track and I needed my order number (it was never sent via email) Now, to top it off, they changed my order to another gift basket without my consent, I am so frustrated. Everything got screwed up. And I will never order from this website again. I advise everyone to avoid at all cost. Please its a waste of money and will scam you. Plus, they will change your order without me even confirming. What a mess!
Business Response
Date: 12/22/2024
Dear ********,

Thank you for reaching out to us.
We apologize for the issues you have encountered with your order and have spoken with your recipient to inform him that we take full responsibility for the late delivery.
We value our customers and strive to deliver a smile with every order. Again, we apologize for the inconvenience this matter has caused.
Sincerely,
***** *.
Enterprise Executive Services
Initial Complaint
Date:12/21/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 writing regarding my recent order (#W01005925428412), which unfortunately arrived in an unacceptable condition. The contents of the package were completely spoiled and crushed, rendering the items unusable.This order was intended to be a gift, and I am now not only out the money for the purchase but also the product itself. Additionally, I must now purchase another gift to replace it, which is both inconvenient and frustrating.I kindly request a full refund for this order due to the condition in which it arrived. Thank you for your prompt attention to this matter. I look forward to your ************* regards,**** **********
Business Response
Date: 12/22/2024
.Hello, Thank you for reaching out to us and for making us aware of your experience. We are very sorry that your order was delivered with issues and for any inconvenience this has caused. We have always taken pride in providing high quality products and service but regrettably, this is not what you have experienced. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. We have successfully issued a full refund on your order. Your refund is being processed and will be applied to your original form of payment. Please allow up to 10 business days to post with your financial institution. Again, we are very sorry that your order were delivered with issues and for any inconvenience this has caused but we will be sending a replacement and will provide you with the new order number along with tracking details once that information becomes available. We hope to better assist you in the future. ******* *. ******************** Services Specialist Harry & David
Initial Complaint
Date:12/21/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 ordered two boxes of pears from ***** to be delivered at different times. The first problem with my order was I received 10 repeating emails saying my order shipped! This was a customer service contact.. Second part order was due to come mid November and it never came. When I contacted ***** again, customer service was so slow, I used their system for a call back and got back in the queue to talk to a customer service representative and attempted to use the live chat all at the same time. I canceled the order with the customer service representative on the phone but she told me there was no refund because they only billed at the time of shipping. Unfortunately, I checked my credit card after ending call/this was not true. I was charged for both parts of the order. Thankfully, I had not ended the virtual chat. So, I have been able to request a refund through that. I think its also important to note that this company along with ********** shares the same.passport so customers can get a discount on shipping. Last year when I ordered from *********, when I checked the website, my breakfast items were noted as expecting to arrive on time up until the day they were supposed to arrive. This was a lengthy call. They told me the order was not being filled only because I reached out. I had no time to order and receive an alt item, I ended up having to change party plans and cook vs use the prepared items I had ordered. To be honest, I will talk to customer service and get my refund, but I believe I am due some compensation for the inconvenience of all this. However, apparently customer service **** dont have any discretion because Ive been treated horribly and have received nothing for these three incidents that have wasted my time and ruined the experiences I was trying to create. My family ordered ***** pears for years and I wanted to continue the tradition. However, clearly Im not valued. I have spent more than two hours on hold etc.
Business Response
Date: 12/24/2024
Dear *********?,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A full refund was processed on the order as of 12/23/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days.

Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive *****************
Customer Answer
Date: 12/26/2024

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:12/21/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 filing this complaint due to Harry & David's egregious failure to fulfill an order and their appalling customer service.On September 22, 2024, I placed an order for a special pear box totaling $47, which included a subscription for free shipping that I was also charged for. Despite this, Harry & David later claimed that my credit card was not authorized for the pear box charge, a claim I find highly dubious. On the same day, they successfully charged my card for the free shipping subscription. I even have an email and website confirmation stating that the order was complete. As the birthday approached and I noticed there was no tracking information, I attempted to contact customer service. This was a nightmare: phone wait times routinely exceeded an hour, and their chat representatives were not only unhelpful but also rude and dismissive. After much effort, I was told about the supposed credit card issue and that the order would not be delivered. In an attempt to salvage the situation, I placed a second order on December 18, 2024, for $44.99, hoping it would arrive just a few days late. The exact same issues occurred: no tracking information, no delivery, and the order was canceled without any notification. When I reached out again, customer service admitted they had no ability to fix or process orders, further compounding my frustration. Harry & Davids operations are completely dysfunctional, their customer service is woefully inadequate, and they have demonstrated a blatant disregard for their customers. Not only did they ruin an important occasion, but their handling of these transactions was infuriating and unacceptable. I am requesting accountability for their failure to deliver my orders as promised, a full refund of all charges made to my credit card, and appropriate action to ensure no other customer suffers this kind of mistreatment.
Business Response
Date: 12/27/2024
Dear *****,
Thank you for reaching out to us. I am very sorry your orders were not delivered and for any inconvenience this may have caused, as well as the frustrations you faced with customer service. This is not the experience we want for any of our customers. One of the orders has already been cancelled, and I have cancelled and refunded the other order as requested. Please allow up to 10 business days for the refund to post with your financial institution.

Sincerely,
******** *.
Harry & David
Executive Services
Customer Answer
Date: 12/27/2024

Complaint: 22718605

I am rejecting this response because:

Your reply contains several inaccuracies and fails to address the issues I have raised adequately.
First, I did not request the cancellation of my orders. This action was taken unilaterally by your company, resulting in significant inconvenience and unmet guarantees, which reflects poorly on your commitment to customer satisfaction.
Additionally, your company charged my account $11.01 on the same day you claimed my card could not be processed for the first order. This charge was for your Passport program, which promises benefits like free shipping. Despite this, I have been unable to utilize these features due to your companys actions, and to date, this amount remains unrefunded.
Furthermore, a new, unauthorized charge of $35.99 has appeared on my account with no explanation. I have attached a screenshot of this transaction for your reference. This unexplained charge is not only unacceptable but also raises serious concerns about the integrity of your billing practices.
Your response has failed to resolve these issues or provide a satisfactory explanation. I urge your team to take immediate action to refund the $11.01 charge for the unused Passport program, investigate and refund the unauthorized $35.99 charge, and provide a clear, written explanation for why these issues occurred and what steps your company is taking to prevent such situations in the future.
If these matters are not resolved promptly, I will have no choice but to escalate my complaint further, including filing disputes through my financial institution and seeking additional recourse through consumer protection channels. I hope your company can rectify these issues swiftly and restore some level of trust.
Sincerely,
*****
Business Response
Date: 01/17/2025
Dear *****,

Thank you for reaching out to us. I sincerely apologize that your orders were not delivered and for the poor customer service you have received. This is not the experience we want you to have, and we want to do everything we can to make this right.

I have reviewed your orders and confirmed order W01005927744496 was indeed charged on 12/25/24 but a refund was issued on 12/28/24 as per your request. I have also confirmed that your Celebrations Passport was also canceled and fully refunded on 1/16/25.

Please know we are taking this matter seriously and fully investigating both orders to ensure this issue does not occur in the future. Again, we apologize for any inconvenience this may have caused and hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive Services
Customer Answer
Date: 01/18/2025

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. However, I would like to add this message to Harry & David:
A refund may settle the balance sheet, but it does nothing to repair the frustration, disappointment, and outright waste of my time caused by your incompetence. This "apology" is as hollow as the promises of service that led to this mess in the first place.
Harry & David have shown not just a failure to deliver my orders but a total disregard for customer experience. If this is the level of ******************* your company prides itself on, it's no wonder customers like me are alienated for good.
Your response is nothing more than damage controlempty words delivered far too late, paired with the absolute minimum effort to clean up your mess. If you genuinely cared about making this right, youd go beyond this token gesture and actually offer something meaningful to acknowledge the damage done. Instead, youve ensured I will never trust, recommend, or spend another dollar with your company.

Sincerely,

***** *****
Initial Complaint
Date:12/20/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
ordered six pears in November for delivery 12/18. Have not received any merchandise and have spent hours on the phone and on computer chat trying to get a refund.
Business Response
Date: 12/22/2024
We will reach out to the customer.
Customer Answer
Date: 12/22/2024

Complaint: 22716839

I am rejecting this response because: I am supposedly receiving my order tomorrow morning, however if it doesn't arrive I am leaving ** at 3 pm and will be unbale to take delivery. this order was placed on 12/8 and promised for delivery on 12/18. I will never order from this company again.

Sincerely,

****** E ******* ******
Customer Answer
Date: 01/10/2025
I received my order on the 23rd of December prior to leaving for my holiday. Thank you for your time and attention.
Initial Complaint
Date:12/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 ordered pears for a friend which were delivered on 12/18/24 rotten. I have been trying to reach Harry and David for days to get a refund, and am on their chat for hours without a communication by a human. One day ago I succeeded in getting what I suspect to be a robot to give me a refund, but it never went through. Today I have tried to reach customer service again, and have been unsuccessful. I want a refund and I want to be able to speak with customer service.
Business Response
Date: 12/21/2024
Dear *******,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A full refund was processed on the order as of 12/18/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days.

We have also scheduled a delivery of the original product for Monday, December 23rd, 2024. Tracking information has been emailed to you so that you can keep track of the package.

Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive *****************
Customer Answer
Date: 01/07/2025
Thank you very much for all of your help. I have not yet received the promised refund.
Business Response
Date: 01/08/2025

Dear *******,

Thank you for reaching out to us.
Your refund was processed on 12/18/24. It could take 7-10 business days to return to your original form of payment. It may be a couple days longer due the the holidays. Please check with your banking institution for refund updates.
Again, we apologize for the inconvenience this matter has caused; and hope to hear from you soon.

Sincerely,

***** *.
Executive Services
Harry and David

Customer Answer
Date: 01/08/2025

Complaint: 22716432

I am rejecting this response because: that time frame has elapsed and I still have not received the refund.

Sincerely,

******* *****
Customer Answer
Date: 01/13/2025
The refund was never issued.
Business Response
Date: 01/15/2025
Dear *******,
We are reaching out to you in response to your request for a refund on order
59265146850.
We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A full refund was processed on the order. The amount should be reflected back to your original form of payment within 7-10 business days.
Sincerely,
Pamela
Harry and David

Customer Answer
Date: 01/17/2025

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:12/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Placed order on Dec 11th to be delivered to 3 different customers. Addresses were provided and I selected the day to deliver per instructions on there website for Dec 20th. They delivered on a Saturday and these were business it was being delivered to. Harry and David delivered on a Saturday and the product was left outside in a very bad area and the package was stolen, The other 2 packages were delivered correctly, I contacted Harry and David on Saturday 14th chatted with **** she apologized and created a new order at no charge and scheduled to be delivered on 12/19. The package never arrived I researched the order and it never even shipped. I made it clear that the business would be closed week of Christmas and I needed by the 20th, and between 8 and 4 **** said she could not guarantee since it was a business so I had it changed to deliver to my home which I work from home. She expidited and said it would arrive the 19th by 8pm. Never happen because the order was never released. Its too late to ship now. I held for 5 hours on phone spoke with agent via chat and he stated I needed to speak to live agent so I held again for hours and no resolution. I want a full refund
Business Response
Date: 12/21/2024
Dear ********,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A full refund was processed on the order as of 12/16/2024. Your refund will be processed and returned to the original form of payment within 10 business days.

Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive *****************
Initial Complaint
Date:12/19/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 Oct 24, 2024, on behalf of someone within my company, I placed an order with Harry and David's online for a gift basket to be delivered on or before Nov 6. On Nov 11, 2024, I was made aware that nothing had been delivered and I never received an order update email. I started and customer service chat and was then informed the item would be delivered on Nov 15. On Nov 16 I received an email asking for a review of my order but still had not received a shipping confirmation so I started another chat. I was then told that the item was out of stock, and they would deliver on Nov 22 (almost a month after ordering) and they would send a letter to the delivery address stating it was their fault and offer apologies for the delay. The date was then changed to Nov 27. Still no update emails. On Nov 25, I finally received a shipment email, and something was delivered on the 27. There was no apology letter sent. They didn't even include the note that said who the basket was from and the recipient had to guess that it came from us.After the horrible experience I had with this shipment I tried to chat again so Harry and David could make it right and no one other than the chatbot would respond to my attempts to chat.
Business Response
Date: 12/21/2024
Dear *********,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and services but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A full refund was processed on the order as of 12/21/2024. Your refund will be processed and returned to the original form of payment within 10 business days.

Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive *****************
Initial Complaint
Date:12/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 12/18, I received a voicemail from Harry and David stating that more information was needed to finalize my order, an order that I placed on 12/09 and that was supposed to be delivered by 12/19. I have called and been on hold for over 30 minutes. I have attempted to chat four times and even though I can see when a live agent is connected, they continue to just disconnect the chat. I can not resolve whatever the stated issue is, because Harry and David has not provided me any real means to do that. I can not reach anyone via phone or chat. The delivery is going to be late, so then the recipients are not going to be home to receive the perishable items, and I have no way to connect with this merchant to fix the issue. I would like a refund for items not received as committed to by merchant.
Business Response
Date: 12/22/2024
We will reach out to the customer.
Initial Complaint
Date:12/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 Dec 4th at 1715 and 1730Hours I placed 2 orders and Paid extra for delivery on Dec 23, 2024. A couple days later I logged into my Harry and David account and it showed recent orders and past orders. 1 order was not on there. Order number W01005922881670. I called the automated service and it did not recognize that order number. I tried to call and washable to connect with anyone. I tried the live chat and same issue. On Saturday the 8th I tried again but they were closed. Monday I attempted again. Could not reach anyone via phone or chat. I then logged into messenger ******** and asked again. I spoke to Kedesha. ******* advised she could not find my order to that order number I provided and ****** advised she could not find it either. Then Kedesha jumped back in and asked for further info which I provided. Nothing. Then she disappeared and between Monday til Tues. Tues at around 1230 she advised she had found it. I at that time asked her to cancel my order. Then she disappeared until today. Then advised it was to late to cancel. This is 2 days after my initial contact with her. Then another person, ***** responded and said sorry to late I advised again. On todays date Weds the 18th They advised they found it. I advised I need to cancel because I had to re order something else due to them not locating their order number. I was advised by ******* oh its to late to cancel. I advised her No , No, you guys know I've been trying for over a week and you put me off on purpose to tell me today its to late to cancel. They advised Sorry not much we can do. I told them I will notify my bank and the BBB because you ignored all my requested until now on purpose. At this point she offered a refund. I told her I would like a refund and for this order number above to be canceled. Silence. Its been 4 hours now with no response. I looked in my account it it says labeled for *** ex after I said again and again to cancel.
Business Response
Date: 12/20/2024
We will reach out to the customer.
Customer Answer
Date: 12/20/2024

Complaint: 22706803

I am rejecting this response because: I have spoken to 4 different representatives from this business regarding canceling and refunding me regarding my order. I attempted to cancel this order long before a label was created for it to be mailed, and nothing was done. I could only reach them via ******** messenger they do not answer their phone lines or their chat on the website. I have read that many of many people are or have dealt with this same issue. It is still is not resolved. No credit back or item pulled before mailing (if mailed by now) or have fed ex re route item back to them. These actions can be done by the company. I have zero faith I will receive a call. Their pattern of customer service suggest that this is done intentionally so they can collect on an invoice.

Sincerely,

******** Tabares ****
Business Response
Date: 01/10/2025
Dear ********,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and service but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. We have processed a full refund for this order. Your refund will be processed and returned to your original form of payment within 7-10 business days. Your Refund number is R100246479.

Again, we apologize for the inconvenience this matter may have caused; and hope to deliver a smile for you soon.

Sincerely,

***** *.
Executive Services
Harry and David
Customer Answer
Date: 01/11/2025

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,

******** Tabares ****

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Harry & David is NOT a BBB Accredited Business.