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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      Type:Customer Service 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 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,

      ****** ****

    • Initial Complaint

      Date:12/10/2024

      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.
      Placed large order for our clients of baskets everyone has reached out regarding pears being rotten and moldy also the card did not have the writing I sent them on it they chose their own and had weird symbols randomly throughout message .. very disappointed and shocked to be honest ..

      Business Response

      Date: 12/14/2024

      We will reach out to the customer 

      Customer Answer

      Date: 12/14/2024

       
      Complaint: 22669753

      I am rejecting this response because:

      since filing they offered to resend fresh, unrotten, baskets to the 35 that received them they also decided to charge my card for the resend again without authorization. I have not seen a business that makes this many mistakes in my life.. baskets rotten, card (which is 4.99 each) , all written wrong and after offering to resend free of charge recharging my card again for purchase unbelievable. 

      Sincerely,

      **** Kilter

      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 begun the process for a full refund . Your refund will be processed and returned to your original form of payment within 7-10 business days.
      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

       
      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,

      **** Kilter

    • Initial Complaint

      Date:12/10/2024

      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 gift for Christmas to be delivered to my friend. It was damaged and missing items. I have tried a total of ten hours to call customer service. Hold times are over 5 hours both times. After filing a complaint with BBB the company sent me a scam email saying they tried to call me and for me to call a given number. At no time did anyone call me or leave a message that day. I have caller ID. I made the complaint and 5 hours later I got this form letter email saying they tried to call me. This is a direct lie. And I tried an additional 4 hours to reach the provided number in the email and it says unavailable over and over again. It does prompt me to leave a message but no one ever returns my call. Apparently ***** and David purposely make it impossible to get a refund and pretend to comply with BBB complaints by writing they reach out but they never do. This is a scam and it has been reported to news/ newspaper and authorities

      Business Response

      Date: 12/13/2024

      Dear ********,

       

      Thank you for reaching out to us. We sincerely apologize that your order was delivered damaged and that we have not been able to speak with you directly. We value your business with us and understand your disappointment. However, we have issued a full refund back to your original form of payment that you will receive within 10 business days. It may also take up to 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

    • Initial Complaint

      Date:12/10/2024

      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 about 10 items for my customers for the Christmas Gifts. Last Week, I found out one of the Items will deliver like May 2025 which is Non-Sense. So I tried to Chat cause there was No Phone#s to Call. Waiting for Chat *** like an hour...No Response. I tried to Chat but No Response for an Hour. So I found out "Harry & David" is now "***** Flower". I Chatted again. No Response. But this "Harry & David" keeps sending me Promotion E-mails. I want to Cancel the Items that will deliver on May 2025. Don't know what to do.Please someone Fix this Issue.

      Business Response

      Date: 12/12/2024

      We will reach out to the customer to resolve this matter. Thank you. 

    • Initial Complaint

      Date:12/10/2024

      Type:Billing 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 about 12.9.24, I ordered one box from Harry & David. I checked my bank account and there are two charges pending for the exact same amount. I have spent all day on 12.10.24 calling/writing a chat and calling again to have one of the two charges credited. When I finally spoke to someone, she said that she cannot credit the charge, but I wouldn't be charged for two purchases. My bank is currently showing two pending charges. It's taken me all day. I will check tomorrow to see if both charges go through.This business has been doing a lot of advertising and I thought I would try their product as a gift for a friend. NEVER AGAIN!

      Business Response

      Date: 12/12/2024

      Thank you for contacting us. I have verified your order's first charge is called a soft charge. A soft charge, also called an authorization hold, is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off." 

      In the case of debit cards, authorization holds can fall off the account (thus rendering the balance available again) anywhere from 15 days after the transaction date depending on the bank's policy; in the case of credit cards holds may last as long as 30 days depending on the issuing bank. 

      Please let us know if we may further assist you.

      Sincerely,

      Wendy S.
      Enterprise ****************** Specialist
      **************************************

      Customer Answer

      Date: 12/16/2024

       
      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.

      Because I spent all day on the phone trying to talk to customer service, I will not order from this business again, despite their banking policies.

      Sincerely,

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

    • Initial Complaint

      Date:12/10/2024

      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 have been a loyal customer for over 10 years but after this ordeal, they have destroyed that. Their customer service system online, thru ******** messenger and on phone is rubbish. So sad.I placed an order on November 22nd for three different recipients. There are two have not yet to be delivered. No communication about the delay nor confirmation that they have resolved their shipping issues.If you look at comments made on posts on their company ******** page, clearly I will become another customer that gets no resolution and they get to keep my monies!

      Business Response

      Date: 12/12/2024

      We will reach out to the customer to resolve this matter. Thank you. 

    • Initial Complaint

      Date:12/10/2024

      Type:Customer Service 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.
      Order #: W01005924318570 Order Date: 12/9/2024 View Your Order Order Details Recipient Address ***** ******* ******************************************** when i try to contact them i get no ware on phone and on my account web page they billed me but i cant see any information on my account page i try to get but its says no Oder but the bill my pay pal acc ount

      Business Response

      Date: 12/11/2024

      Dear ***,

      We are reaching out to you to confirm that your order has been received and is being processed for delivery. 

      The order # is W01005924318570 , The delivery of your item will be made by *****. The tracking number is 722412559817. We have emailed you the details of your order to *********************************

      The order total is $89.99.

      We apologize for any inconvenience. 

      Sincerely,

      ****** R

      Enterprise ****************** Specialist
      *******************************************
      ************

       

       

    • Initial Complaint

      Date:12/10/2024

      Type:Order 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.
      Placed an order with Harry&David to have 2 baskets with food delivered to a coworker who had a family member death. Paid $50 for expedited shipping. 1 package was delivered quickly, the other has not delivered 2 weeks later. My 2 concerns are that:1 - I paid a good amount for expedited shipping to help a friend in need, and the package has not delivered and was shipped a week after the order was placed. Order placed on 11/27, ***** received package on 12/5. According to ***** the package was shipped efficiency ground, which is not what I paid for.2 - I have spent several hours trying to contact Harry&David to gain clarity on how to get my package delivered and how to address the issues with shipping. I spent 2hrs waiting for someone to get back to me via chat on their website and over 2hrs waiting for someone to answer the phone at their 800#.

      Business Response

      Date: 12/12/2024

      We are truly sorry for the issues you have experienced with our company. We are sorry were unable to resolve your matter.

      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 hope that they accept the feedback and enact change, and ultimately deliver a better product.


      Sincerely,

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

    • Initial Complaint

      Date:12/10/2024

      Type:Order 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.
      Paid extra for delivery of DELUX CHRISTMAS COOKIE PARTY GIFT to be on exact date of Dec.20,2024. The gift was delivered on Dec. 10, 2024. The price of gift was $99.99 and the total shipment cost $76.97.

      Business Response

      Date: 12/13/2024

      Dear ********,

       

      Thank you for reaching out to us. We sincerely apologize that your order was delivered sooner than expected. However, we have scheduled a replacement to arrive by 12/18/2024, at no additional cost to you. We have also issued a full refund for the Deluxe Christmas Cookie Party gift. Your refund is being processed back to your original form of payment and will take up to 10 business days for you to receive 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

    • Initial Complaint

      Date:12/10/2024

      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.
      I ordered a large fruit basket on November 28 to be delivered on December 10th, but the confirmation email from H&D had a January 10th delivery date. After I contacted them, they claimed the delivery date had been corrected, but when I went online to verify it, the date was still January 10th. After finally getting the delivery date corrected, they added an inexplicable $3.21 fee to the already exorbitant $146.72 charge. I told them three times the recipient was a business and H&D assured me delivery would be during the week, but they tried to deliver it on a Sunday anyway. Then, to add insult to injury, the fruit was brown and bruised. This is the most inept and unprofessional business I have ever dealt with. Now I understand all of the one-star reviews. NEVER AGAIN!

      Business Response

      Date: 12/10/2024

      Dear Customer,

      I am very sorry for the issues you have experienced with your order. We have reached out to you for resolution.

      Sincerely,

      ***** T,

      Harry and David

      Customer Answer

      Date: 12/11/2024

       
      Complaint: 22665917

      I am rejecting this response because: Other than an apology, I'm curious exactly what Harry & David considers a "resolution." I need to see that in writing before I accept it.

      Sincerely,

      *** *******

      Business Response

      Date: 12/18/2024

      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 today, 12/18/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days. We have emailed you details on the order so that you have it in writing. 

      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: 12/18/2024

       
      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,

      *** *******

      Customer Answer

      Date: 01/09/2025

      Dear BBB,
      As the attached email below clearly shows, Harry and David promised to resolve my complaint # ******** by issuing full credit in the amount of $146.72. The credit they issued was only $136.26. So, not only are they inept, but they are also untrustworthy. Should I reopen my complaint? Please advise.
      *** *******

      Business Response

      Date: 01/09/2025

      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 services but regrettably, this is not what you've experienced.  

      We cannot apologize enough for the tax not being automatically refunded previously. We did process that manually as of 1/4/2025. 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: 01/13/2025

       
      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,

      *** *******

    Harry & David is NOT a BBB Accredited Business.

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