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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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:11/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order from Harry and David 7/17/2024. The order for a 6 month Wine and Cheese gift still has not been delivered. MULTIPLE phone calls to Harry and David to fix problem. By October 2024, the order was still not fixed. A total refund was then requested and order cancelled. Refund of $288 still has not been refunded. MULTIPLE calls about this followed. As of 11/1/2024 still NO results.
Business Response
Date: 11/02/2024
"Customer contact has been made and we are awaiting a callback.
Customer Answer
Date: 11/05/2024

Complaint: 22503227

I am rejecting this response because: the issue has NOT been resolved

Sincerely,

***** ******
Business Response
Date: 11/11/2024
Harry & David is investigating to see why the customer's issues have not been handled. We deeply apologize
Customer Answer
Date: 11/14/2024

Dear ******* P,
Per my case ID number ******** against Harry & David.
Am not sure if I responded correctly, but will say the case has NOT been resolved. I am so frustrated and don't know where to go from here as I cannot reach the customer service specialist in the ********************** to fully resolve this issue and assure me, no, guarantee me, that I will receive full refund.

Thank you,

***** ******
*******************************
mobile ************

Business Response
Date: 11/15/2024
Customer contact has been made and has been informed regarding the status of her request.
Customer Answer
Date: 11/15/2024

Complaint: 22503227

I am rejecting this response because:
YES, A voice mail was received by a H & D representative who said the check in in the mail. Until I receive FULL refund, I will keep this open. This has gone on since July 2024 with multiple calls and promises and I do NOT trust this action until actual check is received.

Sincerely,

***** ******
Customer Answer
Date: 12/03/2024
Dear BBB attn *******,
The full refund has NOT been received, nor has an explanation.
I did receive a call from a live person, *****, at H&D on 11/15/2024 who advised me to call her back if any issues and a refund will be received via postal mail as a check. I waited 2 weeks to receive the refund. Then, when my credit card statement came, it appears they gave some of the refund via the credit card. This did NOT TOTAL the full refund. Two attempts to call ***** back have been made. First time, I was on hold for over 5 minutes and had to hang up. Second was 12/2/2024. '******" answered, and I requested to speak with *****. He informed me ***** was off that day, but he left a message with her to call me back the following day.... Still waiting.

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

We are showing that a refund in the amount of $285.26 was refunded back to your credit card. A refund check was not mailed as the full refund was issued back to your original payment method.

Sincerely,

**** D
Customer Answer
Date: 12/13/2024

Complaint: 22503227

I am rejecting this response because:
Once again, Harry and David promised me a call-back on Tues December 3rd... they never called. I called H&D, asked to speak with ***** *****, ***************** Manager, who had advised me to reach out to her if refund was not received. She was unavailable and again, I was promised a call-back from her Friday, December 6th. On the 6th, I decided to call H&D at 8am instead of wait for the call all day! First try I was disconnected when the person tried to transfer the call. Second time around 9am, I reached another customer service *** who told me " ***** *****, was having difficulty calling out. The conversation proceeded with her messaging ***** via their in-house messenger. Info given stating i was still owed money.
A week later, as of today, 12/13/2024, I have NOT heard any correspondence nor received the money owed.
Today, I submit a copy of the original 6 mo wine and cheese of the month order from July 2024 along with an itemization of my **** charges and credits from H&D (my original **** bills are available if requested).
Lastly, with these ongoing issues and amount of time I have spent on this issue, it is felt the least H&D could do was offer peace offering for my hassle and NOT just a 15% credit on my next H&D purchase!
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 for the remaining balance. 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: 12/22/2024

Complaint: 22503227

I am rejecting this response because: have not received refund yet.

Sincerely,

***** ******
Business Response
Date: 01/11/2025
Dear *****,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. As discussed, we will be sure that this order is investigated and that we do our best to improve so that this does not happen again in the future.

We have confirmed that the full refund has reflected back on your bank statement. Please reach out to us directly if you have any questions or concerns.

Sincerely,

******* *.
Harry and David
Executive *****************
Customer Answer
Date: 01/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is UN SATISFACTORY, but do not wish to proceed.
The refund has been returned in total now as the last $21.55 was credited to my **** about 2 weeks ago. Since then, I have received a call from, not one but TWO customer service **** one day apart. One on Saturday Jan 11th, then another person on Sunday Jan 12th. They apologized. However, each one of them explained TWO completely different reasons for the mix-up! This is craziness!!!
In either case, I will close this case as it has given me PTSD, spending over $400 of my time, and 6 months of my life for a simple 6-month wine and cheese gift for my colleague.
" F- Rating" is what I give to Harry and David.

Sincerely,

***** ******
Initial Complaint
Date:10/29/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a birthday cake for my step mother's birthday on ************* 2pm. I paid to join their celebrations passport earlier in the year for free shipping and guaranteed delivery. Her birthday is on **********, so when I placed the order online I set up the delivery to be on or before that date. Noticed in the order on 10/29/2024 that the order had not been shipped. I have had items shipped in the past with an initial credit card pending charge, and then Harry and David will post the charge on the day that it is shipped. Called their celebrations passport line provided with my membership and they offered no help, other than to call Harry and David. Called Harry and David and asked them if the order had been shipped, since it was due to arrive today. First the person I spoke to said I had an incorrect zip code for delivering. After I verified the zip code I entered was correct, I was then told that my credit card had denied the charge. I have never had a charge denied, but I called my credit card and found out that they approved the charge. Called Harry and David back and once again explained the situation, and that the birthday was today and the cake I ordered was guaranteed to be delivered by today. After being put on hold several times, I was told if I gave them the credit card info over the phone, it might be able to be delivered on 10/31 or after. First of all, the birthday is today, so if it is for a celebration two days after or later is unacceptable. Second, if they denied the credit card charge in the first place, I am not dumb enough to give them the info again in hopes of it being accepted. Terrible customer service and experience. Although they cancelled the order later online and did not charge the card, I feel they at least owe compensation for the fact that I paid for the celebrations passport to ensure delivery, and I am not happy with the accusations that my credit card was denied when in fact it was not.
Business Response
Date: 10/31/2024
Dear ***,
Thank you for reaching out to us. We are so sorry for the issues you experienced with your order. Please reach out to our U.S. based ******************** Services Specialist Team at the number listed below, and we will be happy to assist you further. That number is ************, we are available from 7:00 AM to 10:00 PM EST, 7 days a week.
Again, we apologize for any inconvenience this may have caused. We look forward to hearing from you again soon.
Sincerely,
******************** Services Specialist
Initial Complaint
Date:10/24/2024
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 #********** on August 30, 2024 with an estimated delivery date of September 30. The order arrived early and all the fruit was rotten. I immediately called Harry and David and ws told that the order would be replaced. Several weeks later, when I called to ask why I hadn't received the replacement, I was told it was never sent and that I would receive a full refund. Today I was told the refund is 'still pending', and I should call my bank and dispute the charge. This is a scam!!!
Business Response
Date: 10/25/2024
Contacted customer left a voicemail, awaiting response.
Customer Answer
Date: 10/25/2024

Complaint: 22468650

I am rejecting this response because: They stated they left me a voicemail but I have received NO VOICEMAIL from Harry & David.

Sincerely,

*** *****
Customer Answer
Date: 10/31/2024
The above complaint has been resolved. Yesterday Harry & David Company posted a refund to my account and sent an email of profuse apology. This could not have happened without your help. I am grateful to the Better Business Bureau for facilitating this resolution. Thank you!
Sincerely,
*** *****
Initial Complaint
Date:10/15/2024
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 placed several orders but did not receive my order for chocolate covered cherries and chocolate covered blueberries. When I called I was told they would send them in September and I have still not received the order and was told I had not paid for them but according to my bank statement ****** was paid for my order. I would just like to get what I paid for the chocolate covered cherries and blueberries were the only things that I did not receive. Just want what I paid for.
Business Response
Date: 10/24/2024
Customer has been contacted via phone/email awaiting response.
Customer Answer
Date: 11/05/2024
I've yet to speak with the lady who has emailed me though I've tried twice to no avail. When I returned the call I was told that they would send a message to her. In all honesty this does not work for me, nor does her emails. This is so unprofessional to me. I've been a customer of ********************** and ********************** since the early 90s and I've never experienced this kind of foolishness ever with them. So as far as I'm concerned the jury is still deliberating at this point. Thank you

On Thu, Oct 31, 2024, 7:05 PM ****** **** <**********************************************> wrote:
Case number ********,this is ****** **** and I'm waiting on Harry and David to complete reissuing my order.

Business Response
Date: 11/11/2024
A gratis order for the chocolate covered cherries and chocolate covered blueberries will be processed to arrive by 11-15. Our sincere apology from Harry & David.
Initial Complaint
Date:10/09/2024
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 online on 9/17/2024 for two items for two friends, received the confirmation email that it would delivery 9/24/24 but my friends had never received. Called the customer services, she said that the delivery date will change to 10/1/24 but they still didn't send out. Called the customer services, 10/4/24, called the customer services and waited for 3 hours and retook the orders on the phone; changed the items and the lady said that they will expedited delivery with standard shipping and gave me 50% discount off. When check out was not 50% discount, it was same as advertise buy one and second one for half off. That's okay since I have been their customer for more 25 years and loved their fruits.. Both of my friends finally received the items on 10/8/24, Manhattan Fruitier Deluxe Fruit Basket which didn't look like the picture on the website: no baskets with, missing pear, mushy bruise apples, and rotten mandarins. That's totally unacceptable. one more thing, the gift messages were not on both boxes. one of the box has found a empty card (no message at all in it.)
Business Response
Date: 10/11/2024
We will reach out to the customer.
Initial Complaint
Date:10/08/2024
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 7 gift baskets on August 5 to be delivered to 7 different addresses. If these four were delivered and three were not. I inquired multiple times over the course of the next month and each time they gave me a new delivery date. After over a month (September 11) I requested a refund for the three that were not delivered. They agreed and said it would be credited shortly. It has now been over a month and I have not received a refund and I have also not received any response when attempting to contact them. I feel I have been more than patient as this has been going on for over two months.
Business Response
Date: 10/11/2024
We will reach out to the customer.
Initial Complaint
Date:10/07/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered both orders Aug. 30th, Both orders were delivered Sep 19th and Both were delivered rotten and moldy. I have email on their chat, I have called three times asking for a credit for Both orders. I have dealt with Harry & David for years and never had a problem, Please issue Credit for both orders for Peaches that were delivered rotten and moldy. Thank You, *****
Business Response
Date: 10/11/2024
We will reach out to the customer.
Initial Complaint
Date:10/05/2024
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 purchased peaches online from Harry and David and the money was taken out of my account, but I never received the peaches. I tried many times to contact them, but was always cut off. When I did finally get to someone I was told the peaches were no longer available. I asked for a refund and was told I would receive it within 2 weeks. I called after one week and was told it was processed and I should receive it. It has been over 3 weeks and I still haven't received the refund. They never contacted me to let me know I wouldn't receive what I ordered or to offer a refund. I had to contact them after waiting a month. I would like my money back.
Business Response
Date: 10/10/2024
Dear ******,
Thank you for your recent order. We show a $50.98 refund was processed to your account on 09/22/2024. We are so sorry you are not showing the refund back to your original method of payment. Please feel free to reach out to our ***************** Team at the number listed below, and we will be happy to ensure you are fully refunded. Please have your credit card information available as we may need it for verification. You can reference your Case ID # of *******.
***************** Team: ************, available from 7:00 AM to 10:00 PM EST, 7 days a week.
Again, we apologize for any inconvenience this may have caused. We look forward to hearing from you soon.
Best Regards,
****** *.
Harry and David *****************

Customer Answer
Date: 10/10/2024

Complaint: 22385557

I am rejecting this response because:
I still have not received the refund. I have checked daily and asked my bank, but no refund has been processed by my bank.
Sincerely,

****** *****
Business Response
Date: 10/24/2024
Contacted customer, left a voicemail, awaiting response
Initial Complaint
Date:09/26/2024
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.
Ordered Reserve Cabernet Sauvignon with Glasses and Truffles Gift Set on September 10, 2024 for delivery to ***** ****** for the loss of her mother. On September 18, 2024 she only received the bottle of wine. I have contacted Harry and David 3 times and each time told it is being reshipped and i will received a email with shipment details in 24 hours...never received! It is beyond frustrating, I also submitted a 1 star review of their product or lack thereof of customer service and they do not post 1 star reviews so it seems all their reviews they post are 5 reviews.
Business Response
Date: 09/27/2024
Apologized to customer and refunded amount of $89.24 as requested.
Initial Complaint
Date:09/21/2024
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.
Item was paid for and premium shipping paid for items to be delivered on a specified date. I questioned a representative the day after placing the order about it the items would be delivered on the specified date, they insured me that they would arrive by then. Low and behold the items have not even shipped and delivery is supposed to occur today. I am requiring a full refund of item and premium shipping costs. If I could I'd file for wasting my time too but that's not possible.
Business Response
Date: 09/26/2024
We will reach out to the customer.

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Harry & David is NOT a BBB Accredited Business.