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

372 total complaints in the last 3 years.
246 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:11/21/2024
Type:Product 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.
Large order placed with Harry and David during November 2024. An extra charge of $127.41 also appeared on my credit card. I was told this was a discount for my order. I asked that a credit be issued and have sent numerous emails trying to resolve this. ******** customer support with one hour or more wait time.
Business Response
Date: 11/25/2024
Customer contact has been made and we are awaiting a callback.
Customer Answer
Date: 11/26/2024

Complaint: 22589161

I am rejecting this response because: I have tried to respond and had a 1 hour wait to speak to an agent. No way to directly contact someone about my issue. Someone told me the charge was a discount from passport account. I assume this was the shipping charge which should have been zero since I am a passport member and was billed for a one year renewal. Order no. W01005916131686

Sincerely,

****** ******
Business Response
Date: 12/08/2024
Good afternoon,

We have informed the customer that their refund has been issued. It will take 10 business days to reflect.

Sincerely,
**** D
Customer Answer
Date: 12/09/2024

Complaint: 22589161

I am rejecting this response because: a check is being mailed to me (with several weeks of delay) I asked several times for a credit issued to my credit card. Why can't this be done?

Sincerely,

****** ******
Initial Complaint
Date:11/21/2024
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.
ORDER DATE: November 4, 2024 ORDER #: ********** Harry & David Grand Gift Box with Sweet and Salty Treats Merchandise: $89.99 Shipping Fee: $21.99 Service Fee: $0.00 Regulatory Fee: $0.00 Total Before Tax: $111.98 Taxes: $7.84 Order Total: $119.82 Order was supposed to be delivered to:Recipient Bill and ***** ******* *********************************************************************************************** ************** My order was delivered to: ****************, ** ** Delivered 11/7/24 at 11:53 AM I called Harry and Davids assistance with other questions involving my account, call ************** Harry and Davids customer service response/replacement information below.Talked with two different agents then a supervisor between 07 November 2024 and 11 November 2024 and was promised a replacement package to be sent via ***** to the ****************************, reimbursement of the original packages tax. I saw a start to the process in my account, but it disappeared after that.Ive never been notified by e-mail. The new/replacement package isnt showing on my account Last agent I talked was ******* who stated that he can take care of everything, replacement package and 50% discount of the original package. Included, they would directly the intended recipients by phone and apologize and so on. A new replacement is supposed to be found at the following ***** Tracking number ************. Thats my original package tracking number I contacted the intended recipient, and they havent received any replacement package or been contacted by Harry and Davids.Ive waited until 20 November 2024 to see if there are any new developments, receive an e-mail notification, a new package shows up under my Harry and Davids account Order section, nothing has *********** date they have refunded my **** card the shipping cost after the third phone call. Then after the latest phone call they refunded my **** card of the of the original orders package cost.I wanted my package replaced and they haven't done that.
Business Response
Date: 11/27/2024
We will reach out to the customer to resolve this matter. Thank you
Customer Answer
Date: 11/27/2024

Complaint: 22588438

I am rejecting this response because:
I have attached the companies response I received today and have also attached my response to that correspondence explaining that what they have recently proposed as a solution to the problem falls short in so many ways based on my original reason(s) for purchasing the gift package, where it was originally delivered (wrong address), their other interim activities after that to try and get me to go away (limited credit card reimbursement on the total purchase costs) and today after checking the ***** tracking number shipping destination is still the wrong address, wrong city! Again! From past experience with this issue in mind, I don't see that having any direct communication with the a company representative would prove any better. I've had 5 of those conversations with their customer service representatives and those things that were promised during the conversations were always less than what they had promised and in a few cases nothing happened from the company after those.
So unless the company's COO, CFO, CEP or similar level of management contacts me directly and leaves me their contact information along with what their intent is to rectify this issue once and for all.

Sincerely,

***** *******
Business Response
Date: 12/09/2024
We do see that there has been a delivery to the requested address and we have emailed you the tracking information for both orders.
Sincerely,

Wendy S.
Enterprise ****************** Specialist
**************************************
Call Toll Free **************
Customer Answer
Date: 12/11/2024

Complaint: 22588438

I am rejecting this response because:
Bottom line is that I have met my part of our agreements transactions for their company to provide and arrange shipment of a specific item to a specific recipient and location on the estimated date of 13 Nov 2024 for a specific dollar amount.

The company did not fulfill their part of the original agreement and transaction details and still has struck out again on the latest attempt to try and pacify me and or make me drop this matter
It really is very disappointing that a company such as Harry and David's will not live up to their part of simple transactions and I certainly hope this is not the future of where customer service and just service in the broad sense is trending

Sincerely,

***** *******
Initial Complaint
Date:11/21/2024
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.
I place 2 orders on September 3 for Pears, they were to be delivered by November 6th. By November 21st they had not been shipped, no tracking number was issued, no delivery was made. I was forced to use their "chat" box for customer service. I asked for a refund multiple times, the chat lasted 90 minutes, back and forth, my Agent was *********. After 90 minutes she told me she was not authorized to issue a refund and gave me a 800 number to call. I called the number, after being on the chat for 90 minutes. I held and held and held for the "next" available agent, I was never able to speak to an agent. They never shipped the orders, they never issued a refund, they don't provide able customer service people to resolve an issue, Stalling and stalling seems to the only thing they provide. Never shipped and never got a refund.
Business Response
Date: 11/25/2024
Customer contact has been made and issue has been resolved to customer's satisfaction.
Customer Answer
Date: 11/25/2024

Complaint: 22587654

I am rejecting this response because: They have called and told me that they are issuing me a refund for both orders. However, it will be several days before I can confirm that they actually issued the refunds. Until then, I think the complaint should stand.

Sincerely,

****** *****
Initial Complaint
Date:11/20/2024
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.
I placed an order with Harry & David Company by phone for an anniversary gift of fresh fruits. The H&D *** with whom I placed the order assured me that the gift would arrive on November 20, close to the recipients' actual anniversary. I agreed to this. Despite many follow-up calls, I never got an email confirmation of my order details. In fact, the gift arrived at the recipients' address more than a week earlier than the agreed-on, promised date. I had no way to know if the recipients would be able to receive the gift at that time and I feared that the fruit would go bad before they could get it. When I learned of the too-early date, I spoke immediately with H&D again. I was assured that, because of the delivery error, I would get a full refund. On 11/5 I got a refund of only $19.99. I believe I should get the balance of my payment, which is $45.89, as the delivery was mishandled by many days.
Business Response
Date: 11/20/2024
Customer contact has been made and issue has been resolved to customer's satisfaction.
Customer Answer
Date: 11/22/2024

22581237 is my BBB complaint number. The merchant, Harry and David, resolved it promptly with a full refund. Thanks for your assistance.
Initial Complaint
Date:11/12/2024
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.
I placed an order for a fruit cake on 11/4/24. The companys website and my email confirmation stated I would receive the order on or before 11/8/24. I did not receive the order as promised. After several hours on the phone and chat with the companys very incompetent customer service representatives, nothing has been resolved. I was unable to get any answers to my questions. I was told there never was an order, even though my bank account was charged 3 times for one fruit cake. I was told its their IT departments fault. I was told its my banks fault. I was told they are very busy and could not help. I would very much appreciate a competent person reach out to me and answer these and other questions I have.
Business Response
Date: 11/14/2024
We will reach out to the customer to resolve this matter. Thank you
Initial Complaint
Date:11/08/2024
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 have placed many orders through this company, but I am very disappointed in my most recent order.I placed this a week ago, and it still has not been shipped to me, 7 days later.I have received all of my other packages from H&D in a much shorter ******* items still have not been sent out and the order was placed a week ago.I am reporting this company for lack of customer service.
Business Response
Date: 11/11/2024
We show the customer's order for Cheddar Snack Mix was delivered on 11/10 by Fed Ex with a photo. At Harry & David, we apologize for any misunderstanding on this order.
Initial Complaint
Date:11/07/2024
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.
Harry and David made several mistakes on my order and eventually just cancelled it without giving me a refund.I first ordered:Royal Riviera Pears and Truffles Product Number: *****X Price: $44.99 Arrives On or Before: 10/16/2024.After the delivery was 2 1/2 weeks late I got on their chat for help on October 27, 2024. "*******" told me he would reorder the same item for delivery by October 31, 2024. I checked my "orders" page after a few minutes and saw that the wrong item was showing as reordered. Not the Royal Riviera Pears and Truffles but something else called Signature Truffles, with no pears at all. I got back on the chat immediately with ******* and explained what I saw (I am attaching the chat transcript). He said he would cancel the incorrect order and reorder the correct item containing the pears and truffles. He said it would take awhile to show up on my orders page. It never did. On October 29, 2024 I got back on the help Chat at Harry & David and chatted with ****** this time. After much waiting she came back and said no such order ever existed in their system despite the fact that I was sitting there looking at the cancelled order on my PC screen. They offered no refund or resolution and basically acted like the matter was over (again, this chat transcript is attached). So in the end my sister got no pears or truffles for her birthday and Harry & David charged me for an order that never happened.I'm attaching the original order confirmation email along with a picture of my Orders page and all the chat transcripts.
Business Response
Date: 11/11/2024
Harry & David will investigate and make the customer whole
Customer Answer
Date: 11/12/2024

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:11/04/2024
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 August 26, 2024, I ordered the Founders' favorite gift box to be delivered as a thank-you gesture to a friend. Initially, the order said it would be delivered the following week but it never arrived. I attempted to contact customer care and it was impossible to get a hold of someone to help me with the issue, so I turned to Instagram and I was able to speak to someone. They told me my order was canceled and fully refunded. I also sent an email to the customer care department this is the email I received: "Unfortunately, it appears the Founder's Favorites Gift Box is no longer available. We ask that you please select a [non-wine item in the $119.99 price range that we may send as a replacement. Simply give us a call back at ************** with your selection and we will arrange the replacement. "I no longer wanted to order anything from them so I did not place any orders again. A month later, I saw a charge on my credit card for a Harry and David order. I called customer care and asked why I was being charged! They did not know, it seems like my order appeared pending again. I asked them to cancel because I didn't want the order a month later!!!! It has been more than a month and I have not received the refund. I would like to get my money back and never deal with this company again.
Business Response
Date: 11/04/2024
Customer contact has been made and we are awaiting a callback.
Initial Complaint
Date:11/02/2024
Type:Product 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 plant for a friend for remembrance of a loss. She texted me upon receipt and said the flowers brown and leaves falling all over. I said I would have a new one sent but she didn't want to talk about it. The following day she sent photos of it. I contacted Harry and David today and asked for a refund. After going back and forth for a long time on chat I was disconnected. I reconnected and tried chatting to someone else again. we also went back and forth for a while and she could find the order number. So the chat was ended and said if I needed more information call. I went back to my order number and saw that the old one is not there but they put in a new order to ship another plant with another charge on it. I just want a refund and no other charges added.
Business Response
Date: 11/11/2024
Harry & David is investigating to see that the 1800Flowers order the customer is referring to has been refunded.
Initial Complaint
Date:11/02/2024
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 recently placed a significant order with Harry and David to send personalized gift baskets to new clients as a gesture of appreciation. I carefully selected delivery dates and included a special welcome message with each basket, incurring additional costs for these services.Despite my meticulous planning, I was dismayed to discover that some of the baskets were delivered prematurely and without the accompanying message cards. These deliveries occurred over the weekend, when the recipient businesses were closed, undermining the intended purpose of the gifts.Harry and David's failure to adhere to the specified delivery dates and to include the personalized messages has severely compromised my company's reputation. My new clients may now ******** us as incompetent, unable to manage even a simple task. This is unacceptable and irreparable damage.I demand full accountability from Harry and David for their negligence. I expect a complete refund for the entire order. By accepting payment for services they failed to deliver, including the additional cost for personalized messages, Harry and David has engaged in unethical and potentially illegal behavior, regardless of their corporate size."
Customer Answer
Date: 11/05/2024
I have been on hold for nearly an hour attempting to contact ***** * to address this urgent matter. The two-day delay in resolving this issue is unacceptable, particularly given the significant problem caused by Harry and David. Ms. * is currently processing the order for new packages to be sent to all affected recipients. I expect a full refund to compensate for the inconvenience and damage to my companys reputation resulting from the numerous errors in the original order, including the incorrect thank you card message.
Customer Answer
Date: 11/07/2024
I am writing to express my extreme disappointment with the recent order I placed. Despite the simplicity of the ordertwelve gift baskets and thank you cardsit was mishandled and caused significant inconvenience and damage to my company's reputation.
I have provided documentation to support my claims, including the original order, client list, and ***** proof of delivery. The evidence clearly shows that only three gift baskets were delivered on the specified dates. I expect a full refund for the remaining eight gift baskets and all twelve incorrectly printed thank you cards.
I have spent countless hours trying to resolve this issue, but I have been met with poor customer service and a lack of accountability. I will now be handling this matter through the Better Business Bureau.
I hope that Harry & David can rectify this situation promptly and professionally. If not, I will be forced to take other actions.
Sincerely,
*** ************

Business Response
Date: 11/11/2024
Harry & David is researching this order and will respond to the customer.
Customer Answer
Date: 11/13/2024

Complaint: 22503926

I am rejecting this response because: I have not received any communication regarding the re-delivery of several baskets that remain outstanding

Sincerely,

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

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Harry & David is NOT a BBB Accredited Business.