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:12/12/2024
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 nutrolls from the company on 11/25/24 for delivery on 11/27/24. This order has not yet been received and according to the website, has not yet been sent. I have attempted to contact customer service via the website "chat" application. It is not available. The site does not offer a phone number for customer service. I found a phone number through a different site and this number indicates a wait time of well over an hour.
Business Response
Date: 12/13/2024
Dear ******,

Thank you for reaching out to us. We apologize that your order was not delivered as expected as there was an error transitioning your order into our system. However, we processed a replacement for your order to arrive as soon as possible, at no additional cost to you.
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
Initial Complaint
Date:12/12/2024
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 ordered 2 Hummingbird cakes from ***** on 11/19/24. One was going to my daughter's 8th grade team and one was coming to our home for a family Christmas gathering. The one for the school is the issue as it never was delivered by ***** (a WHOLE other story). They had it scheduled to deliver first on Dec. 4th (said business was closed / will try next day) then on Dec. 5 (the original day that I had requested delivery) still couldn't manage to get it there before school was out. Long story short, after ***** had the package for 5 business days, I contacted H&D to have a replacement send out since ***** would not "attempt to arrive at the school before they closed" again until Monday. I was assured by a *** with H&D that they were sending a replacement cake to my address instead of to the school this time. I, in turn, took my family cake, which arrived on Sat. Dec. 7th to the school on Monday for the 8th grade team to enjoy on behalf of my daughter. The replacement cake was going to be for my family gathering. Never got any updates or tracking confirmation on a new cake. Called again on Dec. 11th and a *** said that they didn't see where a replacement was ordered. She said that she would put in a refund instead and I would get an email by the next morning. Next day... NO EMAIL... NO REFUND... AGAIN. I have been a customer for a bit and was planning to order a nice gift basket for our HOA president but ... not now and NEVER again. I don't like throwing $$ away. H&D owes me $41.99 for the cake and $4.99 for the card.
Business Response
Date: 12/12/2024
Hello,
I have made contact with the customer and resolved this issue.
Thank you,
***** *.
Harry and David
Customer Answer
Date: 12/12/2024

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: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.
On dec. 2 2024 I made a purchase of steaks for my anniversary. The grand total on my receipt was 273.92$ ($214.97 subtotal, $58.95 shipping). On December 3rd I was charged $205.95, then December 4th I was charged $205.95, and $67.97. I was charged a total of $479.87. The business claimed it was pending for as long as they could, but now a week later all charges are still there. **************** has been horrible I have spent hours trying to get my money stolen back. Finally they admitted I was overcharged and claimed they would refund me and give me 20% off the order placed. On dec. 11th I received $20 back. I was overcharged almost 200$! Someone please help me or I am going to have to go through the process of declaring this fraud.
Business Response
Date: 12/12/2024
I sincerely apologize for any inconvenience this matter may have caused. Please be advised that a full refund in the amount of $205.95 has been processed.

Thank you
Customer Answer
Date: 12/12/2024

Complaint: 22676876

I am rejecting this response because:
A full refund would be $479.87. A refund of $205.95 is returning the money stolen from me.

Sincerely,

********* ******
Business Response
Date: 12/20/2024
Dear *********,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order.

We have processed a refund for the amount already given. Your refund will be processed and returned to your original form of payment within 7-10 business days. The identical charge was an authorization hold, which by know has dropped from your account. We are unable to refund the amount of your item, due to it was processed, shipped and received on schedule.

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: 12/20/2024

Complaint: 22676876

I am rejecting this response because:
It was not a hold, and is still present on my bank account. This company is a fraud. Do not do business with them.
Sincerely,

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

Thank you for contacting us regarding your order. I would like to first offer my sincerest apologies to you.

We value our customers and strive to deliver smiles with each order. Unfortunately, this is not what you have experienced. We have fully refunded your order. Your refund will return to the original form of payment within 10 business days. Your refund reference numbers are: R1000088817, R1000088826, and R1000246480. Two of these refunds were processed on 12/2/24 and the third was processed on 1/10/25. Please contact your financial institution after 10 business days to confirm refunds.
Again, we apologize for the inconvenience this matter has caused; and hope to deliver a smile for you soon.

Sincerely,

***** *.
Executive Priority
Harry and David
Initial Complaint
Date:12/11/2024
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 Christmas baskets on 11/11/24 for 2 families but when I checked the Harry and David website for my order it showed 2 items in my order for the 2 nd family cancelled. Had to wait over an hour and talked to customer service and she said it was cancelled because they could not fulfill the order so she said she will reorder it so it will be delivered by Dec 24 for Christmas. She said she will send me an email to confirm the reinstated order that I already paid. Still did not get a confirmation of the reinstated order and it still showed my order cancelled. I never received any notice of cancellation and will want to make sure it was reordered. It is a gift that needs to be sent. Item #*****X for $109.99 and #*****X for ***** under order #********** ordered on Nov 11, 2024
Business Response
Date: 12/12/2024
We are so sorry for inconvenience this issue many have caused. Your order is in good standing and the items will arrive on or before December 24, 2025.
Thank you.
Customer Answer
Date: 12/12/2024

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:12/11/2024
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.
W01005922894308 - I have been contacting the company through their phone, but nobody answers. I literally held for one hour. I have called back several times with no answer to the customer service line provided I tried the chat line but nobody responds to the chat lines. I held for about 40 minutes in the chat line then somebody finally responded, they double charged me for one single order at explaining various time they said that they would issue a credit I never received my credit for the duplicate charge in addition to that is a scheduled delivery date for December 24 Christmas Eve. It wouldve been a nice surprise for my handicap aunt whos 82 years old to receive her Christmas present since she would be home all alone. Needless to say since Ive been trying to get a hold of Harry and David since Saturday with no luck they delivered it today now she will not have anything on Christmas. I can provide screenshots of the chat message where it shows there would be delivered on December 24. In addition, I could provide screenshots or they double charge me for a single order. I would like restitution for the double monies they charge me and I would also like restitution for delivering the gift today versus December 24 as noted. I will try your chat line or your phone number, but dont want answers
Business Response
Date: 12/12/2024
We are so sorry you you gift arrived early and the refund has not been received. We have issued the full refund along with sending you and your recipient gifts.
Thank you
Customer Answer
Date: 12/15/2024

Complaint: 22675937

I am rejecting this response because: I have not received any products as they said they would send until then. I have to keep it open.

Sincerely,

********** *****
Business Response
Date: 12/20/2024
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 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 gift for you that was delivered on 12/19/24 and a replacement gift for your recipient that was delivered today.

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
Initial Complaint
Date:12/11/2024
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 ordered a box of Godiva truffles that was never delivered even though I received an email saying that it was. I tried calling H&D's 800 number and the wait was over 4 hours. I finally located an email for customer service (it is not on the website). In response to my email, I was told that a replacement would be sent. When I didn't receive either a confirmation of the replacement order nor notice of shipment, I sent a second email. The response was essentially non-responsive and as of today (12/11) I have not received notice of a replacement order. I tried calling customer service today and was told that there was a three and one half hour wait.
Business Response
Date: 12/12/2024
Good afternoon,

We have processed a refund in the amount of $55.99. We have also issued a replacement for the Godiva Truffles that will arrive by Friday, December 13, 2024.
Sincerely,
**** *.
Harry and David
Enterprise ****************** Specialist

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:12/11/2024
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.
Placed order early morning 12/09/24 and paid for express shipping for next day delivery. Confirmation email sent for delivery 12/10/24 as paid extra for next day shipping. I have spent a total of 5 hours waiting to connect with customer service, from Monday to Wednesday. Unacceptable! Wait times quoted for 2 hours 30 minutes. Ridiculous. Try to connect with a live agent on the chat, they connect them disconnect immediately. The worst customer service I have ever experienced. Finally received a call back Wednesday 12/11 from an agent she tells me that the order was cancelled and another order was made for delivery on 12/24. How did that even happen?! I paid $40 for express shipping scheduled for 12/10 on the recipients birthday. The entire plan has been ruined. She didn't offer me a discount for the inconvenience, she said it was rescheduled because of availability. How do you advertise the item being available, calendar dates to be selected at different shipping prices, and say that it wasn't available?! Awful. Those dates should not have been available if that was the case. The first and last time I try with Harry and David.Ruined the golden birthday! Thank you so much. I am disabled and not able to go out and see my friend on her birthday. Absolutely disgusted. Hopefully I get my refund!
Business Response
Date: 12/12/2024
We are truly sorry for the inconveniences you had with your order. We have spoken with the customer, a full refund has been issued and the items will be shipped to the recipient.
Thank you
Customer Answer
Date: 12/12/2024

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.

Wish that it could be delivered this weekend as it was due to be delivered 12/10. She gave me my exact order to be shipped out by the 16th. As disappointing as it is to hear your order was cancelled and you were told the item was not available for no reason.

Sincerely,

******* *****
Initial Complaint
Date:12/11/2024
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.
August 6, *************************************************** another state. Harry and David sent a damaged gift basket which was then left in the sun. When my client complained, they sent another gift basket which was also damaged and left in the sun. When my client talked to them again, Harry and David said I would get a refund and an apology but I received neither a refund nor an apology.
Business Response
Date: 12/12/2024
We are so sorry the items arrived damaged and was left in the sun. I have issued the full refund.
Thank you
Customer Answer
Date: 12/12/2024

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. I appreciate your help in keeping businesses honest. Thank you.

Sincerely,

****** *********
Initial Complaint
Date:12/11/2024
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.
Order Date: November 11, 2024 Order #: ********** my order still has not been delivered it has been over a month. It was suppose to be delivered December 10th and still has not shown up. I have called the company several times with no resolution.
Business Response
Date: 12/12/2024
We are so sorry that your gift was not delivered on the expected date. I have issued the full refund and the gift will arrive on or before the 20th.
Thank you.
Customer Answer
Date: 12/12/2024

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:12/11/2024
Type:Customer Service 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 honestly don't understand how the BBB gives this company an A+ Rating. Have you seen their poor ratings on Yelp! and all of the complaints on the BBB site for them? They have serious issues with their customer service teams who are very poorly trained. I've had issues in prior years but this year takes the cake. You would think a long term customer spending $600+ a year for Christmas gifts would be treated better but this year I've wasted countless hours working with incompetent customer service **** in far flung locations like ******** that have messed up my Christmas order to the point where no one seems to be able to fix it. I even spoke with Corporate gifting yesterday. The problems began when they had my billing address wrong so they couldn't put through the charge on my credit card. Being very proactive, I saw the problem and immediately contacted them. (Multiple times I might add each time waiting 1+ hours to get through to someone.). For all of my effort, they make huge mistakes like changing my name to some variation of my proper billing address then sending me emails with a salutation like "Dalle Calle Concion" which is a variation of my billing address *******************. No wonder they can't get my order to be accepted by my credit card company. Then they changed the addresses of some of my recipients. Everything but updating the proper fields for my billing address. It sounds so crazy as I write this but at this hour I still don't show the charge going through and they are about to ruin my christmas gifts this year. I will never work with them again after this fiasco as I've never worked with such an incompetent vendor before.
Business Response
Date: 12/13/2024
Dear ******,

Thank you for reaching out to us. We sincerely apologize for your experience with us and for the errors encountered with your orders. We value your business with us and understand your disappointment. However, we have resolved those issues and your orders are scheduled to be delivered by 12/16/2024.
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

Complaint: 22671388

I am rejecting this response because:
1. Business technical department knows that the password reset feature on their website is not operational and has yet to fix it.
2. Business has not provided me with any consideration for literally wasting 8+ hours of my time over their crazy mistakes this year.

Sincerely,

****** ****

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Harry & David is NOT a BBB Accredited Business.