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Business Profile

Gift Store

Harry & David

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gift Store.

Complaints

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

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Harry & David has 26 locations, listed below.

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    Customer Complaints Summary

    • 370 total complaints in the last 3 years.
    • 245 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2024

      Type:Sales and Advertising 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 order I originally placed was canceled due to the item no longer being available. After contacting Harry&David multiple times to resolve the issue, they cancelled my order. I called to insure the correct refund would be issued. They assured me a refund of $205.68 would be issued in 5-10 business days. At 1am this morning, I received an email stating an order had been shipped. This item is NOT what I ordered. All Im looking for is a refund on the order I originally placed.

      Business Response

      Date: 12/15/2024

      Dear ******, 
       

      Thank you for contacting us. We are very apologetic regarding your order situation. We will contact you directly to provide an update on your order. We truly apologize again for any inconvenience with us. Please let us know if you need further assistance. We will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair 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.
      Plain and simple:On December 7, 2024 I used Harry &David to send a gift to my aunt. It NEVER got there. They do not answer their phones with live reps. **** outgoing messages that loop over and over again. They offer a chat. No one responds. I have on my cell phone all the times I called them and how long I held on, until I finally had to hang up. I have it on my phone that I've waited HOURS, and no one picked up. The cost of my gift was $109.00! There is nothing to think but that this company is bogus. They are ripping people off left and right. There should be a class action suit filled against them. They are scamming people, taking the orders and then just not delivering and making it impossible to reach them. Someone needs to do something!!! I repeat: THEY TAKE THE ORDER. CHARGE YOUR CREDIT CARD. DO NOT DELIVER. THEN BECOME UNREACHABLE!

      Business Response

      Date: 12/15/2024

      Dear *****, 


      Thank you for contacting us. We apologize for the inconvenience experienced with us. Per our records, your order was delivered via ***** on 12/12/2024. We understand sometimes orders could be accidentally delivered to the wrong address or packages could be, unfortunately, wrongfully taken. We are still very apologetic regarding your recipient not receiving the gift you intended. 
       
      Upon reviewing our records, you were issued a full refund on 12/13/2024. Our refund time frame is 7 - 10 business days. Please wait the remaining time frame for your refund to be communicated with your financial institution. Please also check your bank statement and/or contact your bank if you have further questions or concerns regarding the whereabouts of your refund. 
       
      We truly apologize again for any inconvenience with us. Please let us know if you need further assistance. We will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair 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 ordered a christmas gift from Harry and David for approx 90 dollars. It was two chicken pot pie. I received the order on December 11th. When I opened the order, half of the order was missing. The other half that was in the box was a food item with torn packaging. I immediately went to their website to contact their customer service department. The "chat online" function which they encourage you to use Does Not Work. I had to dig deep to find a customer service phone number. I have tried repeatedly to call them. I have spent hours on hold. I mean hours! Nobody ever picks up! I feel that I have been scammed and want a full refund. One for the damaged food item. Two for the item they claimed was delivered and was not in the box. Please help! 90 dollars is a lot for me.

      Business Response

      Date: 12/15/2024

      Dear *******, 


      Thank you for contacting us. We apologize for the inconvenience experienced with us. You have been issued a full refund today, 12/15/2024. Our refund time frame is 7 - 10 business days. Please wait the remaining time frame for your refund to be communicated with your financial institution. Please also check your bank statement and/or contact your bank if you have further questions or concerns regarding the whereabouts of your refund. 
       
      We truly apologize again for any inconvenience with us. Please let us know if you need further assistance. We will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

    • Initial Complaint

      Date:12/13/2024

      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.
      Placed order 12/1. One basket recieved was not informed the second one would be shippped separately. I contact support via text and was told it was a second order and Id receive information when it ships.but would have by 12/11never did. Reached out again and was told replacement would be shipped next day ALSO didnt happen. Have now gotten no response via phone or text beyond upset

      Business Response

      Date: 12/14/2024

      Dear *******, 


      Thank you for contacting us. We're very apologetic regarding your order situation. Per our records, you have been fully refunded for this order. Our refund time frame is 7 - 10 business days. Please wait the remaining time frame for your refund to be communicated with your financial institution. Please also check your bank statement and/or contact your bank if you have further questions or concerns regarding the whereabouts of your refund. 
       
      We truly apologize again for any inconvenience with us. Please let us know if you need further assistance. We will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery 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.
      ordered a gift basket in early November - paid $116.68 Basket was never delivered. Spoke/emailed with customer service a few times, with no appropriate response. No delivery of items paid ****** of today, 12/12, I cannot reach customer service -on hold time > 30 minutes for 2 calls

      Business Response

      Date: 12/13/2024

      Fully refunded customer amount of $116.46 and replacement has been initiated delivery date on or by 12/24/2024.

      Customer Answer

      Date: 12/13/2024

       
      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:12/12/2024

      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.
      Product never delivered. No customer service response and no ability to call a phone number, only a chat bot and "wait for a live representative" which never happens. My credit card was charged and product never shipped. I feel I've been scammed based on many recent scathing reviews. I need a refund but I'm losing hope.

      Business Response

      Date: 12/13/2024

      We will reach out to the customer.

    • Initial Complaint

      Date:12/12/2024

      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 ordered a basket from Harry and David on November 14, 2024 and specified a delivery date of December 11, 2024. Their website indicates the basket has not shipped as of today, December 12, 2024. I have been on hold for 3.5 hours and no one has picked up the call. I've tried to ask why it hasn't shipped through their chat function, and it keeps asking what assistance I need. This is maddening! They have charged my credit card. I need help but most importantly I want my gift delivered.

      Business Response

      Date: 12/15/2024

      Dear *******, 
       
       
      Thank you for contacting us. We are very apologetic regarding your order being delayed. We will contact you directly to provide an update on your order situation. We truly apologize again for any inconvenience with us. Thank you for your patience and understanding with us through this order delay. Please let us know if you need further assistance and we will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery 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 November 25, 2024 I placed an order to be sent to my daughter. Order # ********** item # *****X. She received it on November 29, 2024. The package contained two bottles of wine. One of wine bottle was broken. She sent me pictures of the broken bottle and the wine soaked cardboard shipping box. On November 29, 2024 I did an online chat to get the order replaced. After approximately 40 minutes the agent assured me the entire order would be replaced per his supervisor. Per the chat I was to received an email in 24 hours with the shipment details. I heard nothing so on December 7, 2024 I did another 1-1/2 hour useless chat. The agent had no clue as to the problem. He told me I had not ordered the item in question. Because the order was set to my daughter I believe he was looking at my daughters account! He finally found the information and told me it had been delivered. He was looking at the original order not any replacement order. He finally very rudely ended the chat! Today December 12, 2024 at 12:00 noon I attempted to call their customer service and was told there would be a long wait time. I could hold and wait for an agent or I could request a call back. I took the call back option at 3:47 PM I got a call back. It was a women with a very heavy accent and all was saying is she could not hear me. She asked what was my issue? I tried explaining the issue to her but she just kept saying she could not hear me because of the static. I was put on hold and told an agent would return shortly. The phone call was finally cut off by them. I want this issue resolved by replacing the entire original order. It's been almost two weeks and no resolution yet. I don't know what has happened to Harry & David's customer service it used to be excellent now it's absolutely terrible!

      Business Response

      Date: 12/13/2024

      Dear ***,

      We are reaching out to you in response to the issues you experienced with your order number 5921100926 and am sorry that one of the bottles of wine broke in transit. 

      We have processed a replacement gift to your recipient. This should arrive no later than 12/18/2024.

      Our sincere apologies for the inconvenience caused. 

      Sincerely,

      ****** R

      Enterprise ****************** Specialist
      **************************************
      Call Toll Free **************

       

       

      Customer Answer

      Date: 12/13/2024

       
      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:12/12/2024

      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.
      Harry and David did not deliver the product to friends in *******. I called and asked what had happened. They could not give a satisfactory answer. I asked them to cancel and refund me. On Nov 9 they said they would refund me the total amount. It is now December 12. We have not received our money back.

      Business Response

      Date: 12/13/2024

      Dear *****,

       

      Thank you for reaching out to us. We apologize that your order was not delivered as expected and that you have not received the refund that has been promised to you. However, we have issued the full refund back to your original form of payment. It may take up to 10 business for you to receive it and 1-2 billing cycles for it to reflect on your billing statement.

      Again, we apologize for any inconvenience this issue may have caused and hope you will continue to shop with us for your gifting needs.

      Sincerely,

      ******* *.
      Harry and David
      Executive ****************** Enterprise Customer Care

      Customer Answer

      Date: 12/13/2024

       
      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.

      Thank you. 

      Sincerely,

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

    • Initial Complaint

      Date:12/12/2024

      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.
      On December 10, my husband **** ordered a H&D snack box for a relative in ********. The shipping address is ******************************. The H&D website changed it to ***************************************************************************. I tried to contact H&D by Chat, by email, and by Telephone (2.5 hours!!). This is outrageous that they refuse to correct the shipping address for this package. I believe they can call me or write me to apologize and offer some kind of compensation for the loss of a package.The errant item that is in question: Item #*****X, Price $34.99, Qty 1. - Forwarded to *********** for delivery on December 16 to someone who resides in ****. But not my brother! KH

      Business Response

      Date: 12/14/2024

      Dear ****, 


      Thank you for contacting us. We are very sorry for the inconvenience experienced while placing the order online. Thank you for providing us the details you have regarding the order situation. We will be contacting the customer of the order directly to help work towards a resolution. Once again, we appreciate you bringing this order situation to our direct attention. Please contact us back if you need further assistance. Have a good day! 

      Sincerely, 

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

    Harry & David is NOT a BBB Accredited Business.

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