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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:12/10/2024

      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.
      I placed three orders on December 8th. Within a few hours I requested to cancel the orders due to the companies poor customer service and have spent hours on chats and phone calls trying to cancel the order. It is clear the company is acting in bad faith and are intentionally difficult to reach and interact with because their website says once the order ships you cant cancel it.

      Business Response

      Date: 12/12/2024

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

      Customer Answer

      Date: 12/12/2024

       
      Complaint: 22665816

      I am rejecting this response because: the company called me from a number that said potential spam and left no voicemail.  I only know it was related to this because I called the number back where I was placed on hold.  This is a repeat of what has been happening and this company has made zero effort to actually address the complaint. 

      Sincerely,

      ***** *****

      Business Response

      Date: 12/19/2024

      Hello,


      Thank you for reaching out to us and for making us aware of your experience. We are very sorry that your orders were not cancelled when you initially asked for them to be 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 full refunds on all three of your orders. Your refunds are 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 orders were not cancelled when you initially asked for them to be and for any inconvenience this has caused. We hope to better assist you in the future.

      Sincerely,

      ****** *.
      Enterprise ****************** Specialist
      Harry & David

    • Initial Complaint

      Date:12/09/2024

      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.
      A client sent me a Harry & David fruit box that contained pears, apples, and cheese. Unfortunately some of the apples were in poor condition, but the paperwork in the box says they promise to make it right with either the appropriate replacement or refund. This is false. I called 3 times and used the Harry & David chat feature to relay my issue. Despite being a business all about gifting, I keep getting asked my order number or the email address of the person that sent the gift. As the recipient, I was not provided an order number nor does H&D provide one on the box or in other materials. I also do not know whose email the order it was under as it was from a corporate client. I offered to provide a picture of the box and the tracking info, but none of this was sufficient. My mailing address, which is on the box from Harry & David, did not show anything in their system. I was also asked if I actually received a Harry & David product ?! I was calling the number on their materials within the H&D box! I even found the box on their website. I cannot fathom on how a business predicated on gifting can expect a recipient to have the order number. Nor do I feel comfortable contacting my client to try and get this information. Very disappointed.

      Business Response

      Date: 12/12/2024

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

      Customer Answer

      Date: 01/07/2025

      My case ID # is ******** and I still haven't heard back from Harry & David for a resolution to my case. Should I reach back out to them? They wrote back to you saying they'd reach out to me, but have not.

      Business Response

      Date: 01/09/2025

      Dear ******,

      We are so sorry that you had a difficult time getting through to us to have your gift replaced.

      We sent you an email on 1/9/2025 with the replacement order details.

      Again, our apologies.

      Sincerely,

      Pamela 
      Enterprise ****************** Specialist

    • Initial Complaint

      Date:12/09/2024

      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.
      Ordered a bottle of wine and chocolate truffles for my friend I was staying with. The package came damaged and late. Three consequetive delivery attempts by *** ex were lied. We have door bell camera and are home. ***** came. The fed ex drivers don't want to deliver wine cuz they have to get id and signature and that takes time. The items were bad. And overcharged $23 for delivery and want full refund

      Business Response

      Date: 12/12/2024

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

    • Initial Complaint

      Date:12/09/2024

      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.
      Wrong item delivered 30 days late

      Business Response

      Date: 12/12/2024

      Thank you for reaching out to us.  We are truly sorry for the wrong items being delivered. We would have been happy to send a replacement order for you at no additional cost to you if you had called our customer service line. We have processed your full refund at your request back to the account that you used. 

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

      Sincerely, 

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

    • Initial Complaint

      Date:12/09/2024

      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.
      Ordered perishable items on Dec 3 - was given a delivery date of Dec 6th - then it was changed to Dec 8th and now it is showing Dec 12th. I have been on hold for ever 30 minutes at a time multiple times and cannot get a customer service agent on the phone. This seems to be a systemic problem with this company as I see many, many others have posted complaints here as well.

      Business Response

      Date: 12/12/2024

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

    • Initial Complaint

      Date:12/07/2024

      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.
      We ordered two baskets (total of $199). They offered $50 off if we ordered it and we didnt get the $50 off. When I went to customer service to ask for the credit, I was told we wouldnt get it. I asked to speak with a manager and was ignored 5x over 20 minutes to speak with a manager. Terrible. We order 5k+ from them yearly and wont do it again.

      Business Response

      Date: 12/11/2024

      Dear *****, 

       

       

      Thank you for reaching out to us. I am very sorry for all the issues that you have experienced with your order, and we want to do everything we can to assist you. 

       

      I have reviewed your order and confirmed that a discount was applied for both of your orders with the total amount of that discount being $30. However, as an apology for the confusion we have issued additional refunds for your orders with the total amount refunded being $20. As such, the total amount discounted for both your orders is now $50.  

       

      Your refund is being processed and will be applied to your original form of payment. Please allow up to 10 business days to post to your financial institution. 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: 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:12/07/2024

      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 had 2 orders to place, the one couldnt be delivered, I called and waited for 1 hour 40 minutes, the order still couldnt be delivered says the foreign customer service. I stupidly place another order for a different address who lost a child, they said it would be delivered 9 days later, unacceptable! I paid for premium fast delivery, the item was delivered to the WRONG ADDRESS! I contacted customer service and they said they can only replace the already too late package. This process took 1.5 hours to get an answer to the problem! This company will waste all of your time any money and leave you crying in the end. Buyers BEWARE!

      Business Response

      Date: 12/11/2024

      Dear Virginia, 

       

       

      Thank you for reaching out to us. I am very sorry for all the issues that have occured with your order as this is not the experience, we want you to have, and we want to do everything we can to make this right. 

       

      As per your request, we have sent a personal email to you to further discuss this order and address any further concerns you may have. 

       

      Again, we apologize for any inconvenience this has caused and hope to hear from you soon. 

       

      Sincerely, 

       

      ******* *. 

      Harry and David 

      Executive Services 

    • Initial Complaint

      Date:12/06/2024

      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.
      I placed an order on 11/1/24 $204.00 for two boxes of elf pants. I received a call to update my card information then I received one box on 11/22/24 Ive been calling every other day and getting a new story. I called today 12/6/24 they said it was going to be delivered today. I cant afford for harry and David to rip me off. Thank you very much please help me

      Business Response

      Date: 12/11/2024

      Dear Virginia, 

       

       

      Thank you for reaching out to us. I am very sorry that your order was not delivered on your intended delivery date 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 order and confirmed that a replacement is currently scheduled to be delivered by 12/20/24. I have also confirmed that an additional Gratis Gift is scheduled to be delivered by Christmas as an additional apology from us for all the issues you have received with your order. 

       

      If you have any further questions or concerns, please let us know and we will be happy to assist you. Again, we apologize for any inconvenience this has caused and hope to better assist you in the future. 

       

      Sincerely, 

       

      ******* *. 

      Harry and David

      Executive Services 

      Customer Answer

      Date: 12/11/2024

       
      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:12/05/2024

      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 placed an order for the ****************** with wine on 11-21-24 to be delivered to my daughter. She only received the wine on 11-29-24. I contacted D&H on 11-20-24, spoke with ***** per Chat Call and explained the issue. She stated she would get another complete order sent and I would received an email with the information. That was on a Saturday. On 12-2-24, I called D&H at ***** a.m. Since they were busy, I opted for them to call me back. The call came at 3:19 p.m. The person I spoke with did not give her name. She was a foreigner and there was some issue with her English. She said the other items with the basket were not available, though it was still live on their website. She stated she could replace the order with another. Though upset, I selected Chocolate Truffles with Wine. She said the wine could not be sent. I disagreed and she spoke with her management. He agreed to the option. It was verified I would be sent an email. No email, so I tried Chat Call again. Waited over 30 minutes and hung up. I want a full refund and a basket sent to my daughter. Apparently my complaint is not new with this company.

      Business Response

      Date: 12/08/2024

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

      Customer Answer

      Date: 12/08/2024

       
      Complaint: 22645230

      I am rejecting this response because: the company has broken the trust the four times I have spoken with a representative or tried to reach them. Their use of foreigner operators are not informed nor do they understand American business practices. I request the price of  product ($87.74) to be returned. I've spent hours on the phone or chat call trying to get this resolved and they made empty promises, resolving nothing.

      Sincerely,

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

      Business Response

      Date: 12/14/2024

      Dear *******, 
       
       
      Thank you for contacting us. We apologize for any inconvenience experienced with us. Upon reviewing our system again, your refund was issued 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 assitance. We will do our best to help. Have a good day! 
       
      Sincerely, 
       
      ********* *. 
      Executive Services 
      Harry and David 

      Customer Answer

      Date: 12/14/2024

       
      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 will wait to close the complaint when the money is reinstated and then solidify closing this.

      Sincerely,

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

    • Initial Complaint

      Date:12/05/2024

      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.
      I ordered three items to be shipped 2 weeks from placement and delivered 2 weeks from placement. Right away I saw something didn't go through right but they kept telling me i couldn't correct it. I tried to call. I was on hold 40 minutes. They didn't speak English well and kept telling me I couldn't cancel. I tried their online chat the next day and they refused to help. I called them that night, waited an hour to talk to someone and demanded a refund for an early damaged arrival. They charged me instead. They kept charging me. Now I have 3 charges on my credit when i kept asking to cancel. I cannot get through to this company nor it's subsidiaries.

      Business Response

      Date: 12/11/2024

      Dear *******,

       

      Thank you for reaching out to us. We sincerely apologize for your experience with us and for the charges you see on your account. However, our records indicate that we have issued a full refund for your orders. Your refund is being processed back to your original form of payment, which you should 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
      **************************** Enterprise Customer Care

       

    Harry & David is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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