Business Profile

Gift Store

Harry & David

Headquarters

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

369 total complaints in the last 3 years.
244 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:04/04/2025
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.
My dad ordered me a cheesecake for Christmas. It arrived completely smashed and melted. He called and complained. He was told another was on the way. 3 weeks and no replacement. This has now been six times. The last time I was expecting my replacement on 3/26/25 i called in and was told the order did not ship because it was not paid for. I went through the whole story again and was told a manager would be in touch to resolve it. Within 2 weeks. They tell you the cake is on the way and you have to call back to find out its not. Then told they are sorry about the confusion pick a new one and again it don't show up. The customer name who ordered was : *** ***** - ************- address ************************************
Business Response
Date: 04/04/2025
Dear ******,
Thank you for contacting us regarding your fathers order. I would like to first offer my sincerest apologies to you. We consistently told you a replacement order was going to be delivered but we did not deliver on those promises.
A full refund has been completed. In addition, a request for a replacement has been completed as well. We will follow up with you on the delivery date once the tracking information is available to us.
Again, we apologize for the inconvenience this matter has caused, we hope to better assist you in the future.
Sincerely,
** *.
Executive Services
Harry & David
Initial Complaint
Date:03/24/2025
Type:Service or Repair 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 very expensive basket for a birthday surprise **************, which is well ahead of my aim to get it on or before March 26th. I was able to pay for shipping to have it come between March 21st to March 26th guaranteed. I get several emails and look onto my Harry and David account saying it's confirmed, but if you click into the order, then it says March 29th. I call and trying to get an phone agent while trying their online agent. Once I got a phone agent, the online agent is speaking to me too. I decided to engage in both so I can make sure they are both telling me the same information. Phone agent said order is on a hold for some reason and said he will make sure it will arrive on time and cancelled my order and reordered it. I am like I just need to make sure it's coming, I don't want to lose my order. Online agent is like I told you it will arrive on March 25th or 26th (today is 24th). I told the phone agent why is the online agent saying it's confirmed and he said the online agent is not looking in the right area and that they are wrong. Either way I was left with a reordered which has now no guarantees of even arriving because the phone agent thought this was best to do when he shouldn't have and an online agent saying it's my faultw without actually helping. I will never go through Harry and David ever again.
Business Response
Date: 03/26/2025
Dear ******,
Thank you for speaking with me yesterday and for being a valued customer. We are very sorry for the inconvenience you've experienced with your order. I have sent an email to you regarding your concerns. Please call if there is anything else we can assist with. We are open Monday through Friday from 11:00 A.M. to 8:00 P.M. EST. ************. Please reference Case ID: *******.
We apologize for the inconvenience this has caused and hope that in the future we may have the opportunity to restore your confidence in Harry and David and our family of brands

Sincerely,
**** *.
Harry and David
Executive Services Specialist
Customer Answer
Date: 03/27/2025

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. I am unsure if I would like to continue any future business with Harry and David or their affiliates, but it was a lot of unnecessary stress that was not given to the customer in a timely manner or at all. I do appreciate the gift did get delivered as promised, but it wasn't without a lot of work on my end to get this to happen, which should never fall on the consumer. I see where all the protocols are in place for selling alcohol, but why was it the consumer who had to take additional steps if the order was filled out correctly? I placed a previous wine order without any issue to the same location. I would hope there would be a department manually checking orders that get placed on hold and not lie to the consumer that the order is ready and on it's way. How does your system not catch that? Also, I hope the online chat team realizes a customer is coming for help, they need to help them.

Sincerely,

****** ****
Initial Complaint
Date:03/13/2025
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 placed an order with harry and david on November 8th to be delivered on November 11th to a friend's family after his father had passed. I first emailed harry and david on November 19th to tell them they still hadn't received the order and I wanted a refund. After doing some digging I contacted ***** and learned that because they didn't put the families full address on the package(which was on the order) the package never even got anywhere close to being delivered even though harrh and david said it did. To this day my friend tells me his mother never received the gift I bought them. I also have never been refunded the money I paid for this either which was over 200 dollars
Business Response
Date: 03/13/2025
Apologized and refunded.
Customer Answer
Date: 03/13/2025

Complaint: 23060097

I am rejecting this response because:
I want proof this is going to get refunded. I want emails and/or written proof this is going to get done not some empty gesture on this post.

Sincerely,

****** *******
Business Response
Date: 03/20/2025
Dear ******,

We are very sorry for the inconvenience you've experienced with your order. I am following up today to provide more details in regard to your request. On 11/7/24 $210.64 was authorized and on 11/9/24 the payment was charged, on 3/14/25 $201.29 was refunded, and on 3/17/25 the remaining balance of $9.35 was refunded. The order total of $210.64 has been credited back to the original payment, please allow up to 10 business days for this credit to be posted with your financial institution.

I also want to ensure that everything has been resolved to your satisfaction, please call the ****************************** we are open Monday through Friday from 11:00 A.M. to 8:00 P.M. EST. ************. Please reference Case ID *******.

We hope that we may have the opportunity to restore your confidence in Harry and David and we look forward to hearing from you soon.

Sincerely,

**** *.
Enterprise ****************** Specialist
Harry and David
Initial Complaint
Date:02/25/2025
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.
On December 16, 2024, I placed an order for a fruit of the month club for my brother and his wife for Christmas. They surprised us at Christmas with an announcement that they were moving. I went online in late January to update the address and through the chat feature was told the order was updated. They did not receive any fruit in early February. I went online and the address was still not correct. I called customer service and was assured they had updated the address and that the fruit would ship by the end of the month. I then got an email and a call saying they needed a new payment method, as my original ****** payment had to be authorized. Again, spoke with customer service and explained the order had already been paid in full. I was told (again) that the order was correct and would ship. In the meantime, I keep getting alerts for really small refunds via ******. Called to ask about that and no one could tell me what was happening. Today I went online, as they still have no fruit, and the order has been canceled?!?! I just want my family to get the order I PAID FOR! Harry and David used to have the best customer service. I am at a loss as to how to get help. Called again today and got the overseas call center - but was hung up on two times.This is really unacceptable!
Business Response
Date: 02/26/2025
Dear *******,
Thank you for reaching out to us . We are very sorry you had issues with the address change for the gift you purchased for your brother. We were able to correct the address for all the future order. Also, we are shipping a new gift corresponding to the month of February, that replaces the one that was canceled.  There is no payment due from your part, your order is fully paid. Sometime the system generates additional shipping charges and they have reversed immediately.
We apologize for the inconvenience, please contact us if you have any further questions or concerns
***** *.
Harry & David
Executive Services

Customer Answer
Date: 02/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I find that this resolution is satisfactory to me, assuming that the replacement box does indeed arrive as promised and that future shipments are correct. Thank you for your attention to this matter.

Sincerely,

******* ********
Customer Answer
Date: 03/12/2025
Harry and David,

Again, the March shipment is going to the Florida address, I just got an email that it is ready to ship. I called tonight and they hung up on me twice. No help.

***** who said this was fixed for the company I have no way of contacting you.

This is SO embarrassing as a Christmas gift.

I should not have to keep going through the BBB to get customer service?!?!
Customer Answer
Date: 03/13/2025
They sent the right one finally. Thank you!
Initial Complaint
Date:02/24/2025
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.
Received a gift box for christmas. Pears were all rotten. Did an o line chat was advised they would send replacement pears. 8 weeks later nothing so did another online chat. Was advices first rep never completed request and for the error they would send us an entire new box called spring box with 6 pears and assorted cookies/candies. Now a month later and still nothing.
Business Response
Date: 02/25/2025

Dear *****,
Thank you for reaching out to us.
We apologize for the delay in your replacement order. We are processing your replacement and you should receive it within 3-5 business days.
Again, we apologize for the inconvenience this may have caused; and hope to deliver a smile for you soon.
Sincerely.
***** *.
Executive Priority
Harry and David
Customer Answer
Date: 02/25/2025

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,

***** *******
Initial Complaint
Date:02/22/2025
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.
Purchase two boxes of Harry and David classic caramel moose Munch 10 oz. Extremely stale. Contact many times with no answer. Please help me get my two boxes of moose Munch 10 oz classic caramel replaced. Thank you
Business Response
Date: 02/23/2025
Dear *******,

Thank you for reaching out to us. We apologize for the issues you encountered with your order.

We have tried to locate your order within our system to resolve these matters. We have not been able to find your purchase. Please contact us at your convenience at **************. We are available daily from 7 a.m.- 10 p.m. Please note if this item was purchased at a local shop, we will need the receipt to replace these items.

Again, we apologize for the inconvenience this matter may have caused and look forward to hearing from you soon.

Sincerely,

***** *.
Executive Priority Services
Harry and David
Customer Answer
Date: 02/24/2025

Complaint: 22978419

I am rejecting this response because: this is unacceptable. The local shop will not exchange your product. I have bought Harry and David products for over 40 years and I've never had this happen. It's your name it's your reputation and the shop will not exchange it. It will not Exchange open merchandise. That's just the way it is this is why it's gone so far to the Better Business Bureau. I like my two boxes replaced. The boxes were $8 a piece. But to a senior on a budget $16 is a lot of money. I'd like my two boxes replaced.

Sincerely,

******* ******
Customer Answer
Date: 03/02/2025
This purchase was made at a local store. The local store denied refund and referred me to Harry and David toll free number because it was a food item. I called the Harry and David toll free number four times getting nowhere. I called the corporate office phone number which is disconnected. I have somebody contacting me from Harry and David that sounds like a bot who is very rude. I simply want the $16 worth of my product replaced. I have bought Harry and David for over 50 years. This is ridiculous and it's not good customer service. I am very offended. There is no one at the phone numbers given to me from Harry and David. Either they don't answer or they say they refuse to help me because I don't have my proof of purchase. Quite obviously the proof of purchase is in the pictures
Business Response
Date: 03/03/2025
Dear *******,

Thank you for reaching out to us.

We are very sorry for the inconvenience you've experienced. I am following up today to provide the Harry and David Case ID *******
for your replacement for Moose Munch Premium Popcorn Classic Duo 31459X.

We hope that in the future we may have the opportunity to restore your confidence in Harry and David.

Sincerely,
**** *.
Executive Services
Harry and David

Customer Answer
Date: 03/03/2025

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.
The woman who called me was a breath of fresh air. Total opposite from the toll free customer service number. Thank you for your help in getting my product replaced. Very nice ending

Sincerely,

******* ******
Initial Complaint
Date:02/20/2025
Type:Service or Repair 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 the order on 2/5 it was to arrive on 2/13 for my sisters birthday. Then they said it would arrive on 2/14. I called and chat with SEVERAL agents from 1800 flowers and Harry & Davids. on 2/15 agent said the package was lost and a replacement would be sent out **** to arrive on 2/19 or 2/20 and they sent me a 20% coupon for my next order for my troubles. On 2/18 the original lost package was received completely FROZEN and ruined - I am assuming this is the original "lost" package but they can't confirm that. I called AGAIN today and have been on a call for 30 + minutes asking to speak to a manager as the "supervisor" is unable to resolve the issue. I am still holding for a manager as I write this. I need a new gift overnighted to my sister and refunded for this gift. I have been a customer of ********************* for YEARS and deserve better service than this. I have spent SEVERAL hours trying to get this order corrected. It has been going on since 2/5 and still no gift or refund. They are giving inaccurate information passing me to people who can not help. Escalations Department said they would expedite another gift out today but still no compensation for my troubles. I told the ********************** I would file a BBB complaint.
Business Response
Date: 03/02/2025
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 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 full refund. Your refund was processed and returned to your original form of payment.. ****** has already received the refund. Please contact them for further refund concerns. Your replacement order was delivered on 2/18/25.

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: 03/02/2025

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,

****** ******
Initial Complaint
Date:02/15/2025
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.
I placed an order on 12/16/2024 for $266.86 on the Harry and David website. They delivered all items as expected before Christmas. They charged my card for the correct amount, but then before it posted they refunded the charge to my credit card. They continued to do this about once per week. After several times of this not working they emailed saying that they couldnt get authorization for the charge and asked for a new form of payment. My bank says that they have given authorization for the charge every time. I called the customer care center and gave a different credit card. They still charged the first card, so I called again and had them remove the first card. They are now charging the new card but it never posts and then they give a refund. My bank says they are authorizing the charge. I have been using my credit card as usual with no problems anywhere else. I have called the customer care center many times to try to resolve the issue. They have never been able to help. If I describe the problem with too much detail when I call they frequently hang up on me before I can finish explaining. Other times they just transfer me to someone else that cant do anything to help. I have asked for supervisors or someone else who would be able to help with this problem and it never works. I have recently emailed them back at the customer service email and have not heard back.
Business Response
Date: 02/20/2025
Dear ********,

Thank you again for speaking with me today. We have resolved the issue, but wanted to again apologize for any confusion or frustration this may have caused. Thank you!

Sincerely,

******** *.
Harry & David
Executive Services
Customer Answer
Date: 02/26/2025

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,

******** ******
Initial Complaint
Date:02/15/2025
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 placed an order to deliver on 12/17/24, as a Christmas present. The total was $69.99, Harry & David emailed to say the payment did not go through and to call them. I checked my bank and it showed the $69.99 was charged. They then sent an email to say the order was cancelled, due to non-payment. I tried calling them to let them know it was charged, they hadnt yet charged me for another gift that was delivered. They then charged me for that gift and assured me my refund for the cancelled gift was forthcoming. It is now February 15, 2025 and have continued to not be refunded the $69.99. They continue to tell me it has been. I would like your help getting my refund. Thank you.
Business Response
Date: 02/17/2025
Dear *********,

Thank you for contacting us. We are very apologetic regarding the status of your refund. Upon reviewing this issue, your order was canceled. Any charges you saw in your account should have been reversed by now. If you are still seeing a charge in your account, please feel free to contact your bank for further assistance. We truly apologize again for the inconvenience with us. Thank you for your patience and understanding. Please let us know if you need further assistance and we will do our best to help.

Sincerely,

********* *.
Executive Services
Harry and David
Customer Answer
Date: 02/17/2025

Complaint: 22945393

I am rejecting this response because:

I want them to prove they refunded the $69.99 back to me, ask them for a trace # and date that I can give to my bank. They have said if they receive a refund back, they will mail a check. I have proven it came out of my account, they need to prove they refunded.

Sincerely,

********* *****
Business Response
Date: 02/20/2025
Dear *********,
Thank you for reaching out to us. I apologize for any inconvenience this may have caused you. As there were no funds collected, a refund was not issued. The $69.99 was a pre authorization charge that was declined so no payment was processed to us. If you are seeing a charge for $69.99 still in your account, you will need to contact your financial institution.
Sincerely,

******** *.
Harry & David
Executive Services
Initial Complaint
Date:02/15/2025
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 ordered a Valentines Day dinner for my nephews family that was advertised to arrive before or on Valentines Day. The family was all prepped to have a special dinner. I was very disappointed when the package was to arrive at 8:00 pmafter normal dinner hours. In the end, it didnt arrive at all: I think its unconscionable to give customers the offer of a dinner on Valentines Day and then not deliver. Im wondering if, after four days on the road if the meal would even be safe to eat. Im very disappointed because Harry and ***** has always been a reputable company with excellent products. However, in reading its review tonight, it brought to my attention that they have a less than sterling reputation. I wrote an email to them tonight and received a very flippant response that didnt resolve my issue in the least. I was on hold trying to reach customer service for more than a half hour and never was able to talk to a person. This company is a total rip off.
Business Response
Date: 02/15/2025
Hello,

We are truly sorry for the unsatisfactory customer service experience you had with us and that your gift was not delivered in time for *********** Day.
After reviewing your order, we have refunded the order in full, your refund will return to your account within 10 business days of refund depending on your banks refund policy. Please consult your bank if you do not see the refunds return in the next coming weeks.

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

Sincerely,

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

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Harry & David is NOT a BBB Accredited Business.