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:09/19/2024
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 ordered three gifts. Two of them glitched and after hours on support they told me to resubmit. I re-sumbitted. Those were finally delivered but I was charged twice. Now they are being delivered again and I have been charged again. After DAYS AND HOURS with customer support I am getting the run around AFTER I was already promised my refunds for EVERYTHING due to the incredibly difficult time I have had getting anything solved. I have lost SO MUCH TIME trying to get them to understand what is going on. I have been promised refunds on all my orders and now they are just saying, "oh thy are being delivered". WHAT THE HECK?! They owe me money! How crazy is this company run?
Business Response
Date: 09/26/2024
Harry & David is reaching out to the customer and apologizing. We are processing a refund.
Customer Answer
Date: 09/27/2024

Complaint: 22310497

I am rejecting this response because:
On sept 5th I placed two orders.
Order #: 5913940620 and Order #: 5913935170.
Order #1 had one delivery. Order #2 had TWO deliveries (two separate people/addresses).
Order #1 with 1 delivery went through and was delivered. Great. Total I was charged: $149.96.
Order #2 with 2 deliveries kept saying "pending. you'll be notified when it ships." After a few days I went into customer service and they said there was a "glitch" on harry and davids website and my order did not go through for the 2 deliveries. THEY TOLD ME: Go ahead and cancel it out and reorder and don't worry, you won't be charged the $132.05.
I cancelled it and placed a new order of Order #: 5913962668 on Sept 10th: Order Total: $146.84.
This new order was delivered and I was charged. After I saw it was delivered and never heard from either client, I reached out to my clients and turns out harry and david forgot the cards so I had to let them know it was from me. Awkward but fine, whatever.
On Sept 15th I get a new charge for $131.91 from Harry and David. I have no idea why so I go into my account and nothing is there. I spent HOURS UPON HOURS with harry and david customer support letting them know their computer glitched and charged me for an order that was cancelled at their request. All they would tell me is "oh no its being delivered." I said "BUT I didn't order anything" and they kept saying "yeah you ordered it online". BUT I DIDNT. Its NOT EVEN IN MY ACCOUNT!!!
********************** and David said a manager would call me, no one ever did. After a few more days and MANY MANY hours emailing and chatting with their customer service, they gave me a $17.93 refund. ***? OK... After more hours with them I have now had TWO separate agents tell me I would be refunded ALL THE MONEY FOR ALL THE ORDERS due to my exhaustion and lost time dealing with this and trying to get my money back. Its been two weeks of my lost time dealing with this and they refuse to do anything about it.
Today I see a $99.31 refund. OK again... *** is that for? That doesn't even cover the original glitch that they owe me of the $131.91!! Not only am I still out money for stuff I didnt even order, but they refuse to admit they have made a mistake. Why am I receiving random refunds? I have been promised, as attached to this order, a FULL REFUND ON EVERY CHARGE due to the extreme hassle and run around Ive been given. I have been told, 3 times now, that a manager will call. ****. NO ONE CALLED.
Harry and David owes me: $428.71. Minus out the $17.93 and the $99.31 they still owe me: $311.37. UNTIL I SEE A REFUND FOR THE REMAINING $311.37, AS PROMISED MULTIPLE TIMES FROM THEM, I will not accept anything else as they are now indulging in fraudulent activity by charging my card unauthorized.

Sincerely,

****** *******
Business Response
Date: 10/04/2024
We have reached out to the customer to resolve this matter.
Customer Answer
Date: 10/10/2024

Complaint: 22310497

I am rejecting this response because:
They called me on Friday Oct 4th and apologized and we went through each order and she said she understood. She said their entire program is new and they had many other glitches besides mine. They said they plan on refunding all my money. However, it has been 5 days and I still have no refunds and no confirmation emails after our talk, I have high hopes as the lady was excellent, but I still dont see any action. Thank you.

Sincerely,

****** *******
Customer Answer
Date: 10/19/2024
I still have Not received the refunds. Please see photo attached from them, too. I don't know why the delay.
Business Response
Date: 10/24/2024
Contacted customer, left a voicemail, awaiting a response
Customer Answer
Date: 10/25/2024

Complaint: 22310497

I am rejecting this response because:
The lady that left a voicemail is the lady I spoke to a few weeks ago and Ive already shown that response. She said Id have a full refund on all three charges and nothing happened. My last response said, I talked to the lady. Its been over five days and no refunds. for Harry & David to say they called me again and left a voicemail is a lie. a 100% lie. No one has called and left a voicemail since my last response. Tell them to tell me the date, time and persons name so I can look on my phone and show proof that no one reached out. why is this so difficult? lol I have shown multiple times, including the email last time that said I will have all refunds from their management, (I attached it here again) and still nothing. I dont understand what is so difficult. I am sure they are a great company, but something is not clicking on their end. I do love their chocolates though. but seriously, just refund the money that youve put in writing that you will refund. I am not asking for anything crazy or anything that hasnt already been promised to me. Thats why Im so confused why this is becoming such a process.

Sincerely,

****** *******
Business Response
Date: 11/02/2024
"Customer contact has been made via phone and email awaiting response".
Customer Answer
Date: 11/04/2024

Complaint: 22310497

I am rejecting this response because:
we have been on the phone. We have also been in touch via email. They keep saying they have refunded the money. ******* has no money. no matter what department I talk to , including the fraud department, they have said, no Harry & David has not refunded your money. ask them for reference numbers so we can track the money if it is processing.
Harry & David have refused to supply any type of processing information so my bank can track the refund and Harry & David said it was done over a month ago and they keep saying it could take 7 to 10 business days.
It has been way longer than 7 to 10 business days & no money and they still refuse to show any type of tracking information so my bank can find out where the money went.
Maybe theres another glitch in their system. Im not sure, but they seem to not be able to look further into it or they dont want to or they didnt refund the money they just keep sending me an email saying they have but refused to show proof.
again, so frustrating. the people have been nice but clearly they have an issue going on and if they could just supply the reference numbers to show us it was refunded so my bank knows where to start , but my bank is blaming Harry and David and Harry & David are saying its my bank. my bank said we will gladly try to help track it but we need Harry & David to supply us information on the refunds not just an email with words that mean nothing. Again, Harry & David refuses to do that.
Sincerely,

****** *******
Business Response
Date: 11/07/2024
Dear ******,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your orders. 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 did double check all of the orders on our end and found one refund that had not been processed. We have emailed you a breakdown of the charges and the refund dates. All of the orders have been issued refunds as of today, 11/7/2024.

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

Sincerely,

******* *.
**************************
Executive *****************
Customer Answer
Date: 11/13/2024

Complaint: 22310497

I am rejecting this response because:
I still do not have the refunds. Yes, you emailed me, thank you for that, but there are no additional refunds from what has been shown here and you refuse to provide transaction info on your end so my bank can track it. I dont know what to do at this point. This is exhausting. an email is great, but anyone can make up an email . when the money hasnt shown up in the account and its been months and you refuse to provide any kind of data via the refund I guess its just hard to believe. you tell me Harry & David, what would you do at this point?

Sincerely,

****** *******
Initial Complaint
Date:09/18/2024
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.
ORDER DATE 9/11/24. ORDERED 2 LOBSTER TAILS AND 4 FILETS TO BE DELIVERED TO MY SON IN **********. LOBSTER TAILS DELIVERED 9/13 BY THEMSELVES, NO STEAKS. STEAKS SENT SEPERATELY AND ARRIVES ON 9/16 NOT PACKED IN DRY ICE, DEFROSTED AND WARM. HAVE MADE SEVERAL ATTEMPTS TO TALK TO CUSTOMER SERVICE AND HAVE BEEN PROMISED REPLACEMENT BEING SENT BUT HAVE NOT RECEIVED ANY CONFIRMATIONS AND WHEN I TRACK "ORDER NUMBER" PROVIDED WEBSITE SAYS NO SUCH ORDER.
Business Response
Date: 09/25/2024
Apologized to customer. Gave her info on replacement sent to her recipient including date it arrived and ***** Tracking number, which is not found on her order online as it is an internal process.
Customer Answer
Date: 09/27/2024

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:09/17/2024
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.
Transaction date: 9/1/2024 order # **********. This item never shipped. I cancelled the order on 9/17/24 when it never shipped. It was supposed to ship by 9/4/24. The company refuses to refund my money totaling $200.52 paid via ******. I have chatted and called the company on 9.17.24 at 8:30pm EST.
Business Response
Date: 09/26/2024
We will reach out to the customer.
Initial Complaint
Date:09/16/2024
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.
Delivery issues on orders I have placed. **************** is not responding to calls, with wait times 4-5 hours. Each call, I have put my phone number on the call back list, but have never received a call back. I have tried multiple times to get these issues resolved. There seems to be an issue with their systems being very slow to update, as I finally tried to chat with an agent for over 45 minutes and they couldn't even access the account. I've sent an email to Harry and David **************** on September 11, 2024, stating what my issues were. I have yet to receive any kind of response. Some of these orders were placed for gifts for friends for their birthdays and they have never received them. The wrong item was received on another order. 1. Order #********** was never received. Order was placed on 8/14/24 - $74.99 2 Order #********** redelivery was never received. Should have been redelivered on 9/2/24. There is no tracking number, showing the item was shipped. - $44.99. Called Harry & David on 7/24/24, was told by *** it would be redelivered to **. Called a 2nd time on 8/2/24 and was told it was being processed. H&D (Makaila) called and referenced #**********, stating that the item was no longer available and for me to select another item. Two boxes of pears were never delivered to *** 3. Order #W00607011138782, placed on 8/2224, was never delivered. There is no tracking #, showing it has been shipped. - $21.24 I would like Harry and David to either refund my credit card or fulfill these orders ASAP. I have been a long time customer of ********************** and **********************'s, placed orders frequently and hold a celebration password membership for free shipping. I would like these issue resolved immediately for my faith and confidence in this company to be restored for any future purchases.
Business Response
Date: 09/25/2024
We reached out to the customer and left a detailed voicemail with contact information for our supervisory team. We are waiting for their response.
Initial Complaint
Date:09/14/2024
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 29th 2024 with guaranteed delivery by September 2nd. When it did not arrive on the 2nd, I called to see what happened. The person I spoke with said it was not delivered because the item is not available. The customer representative cancelled my order and placed a new order for a different item to be delivered by September 4th. They said I would receive a new tracking number in my email. I never received that tracking number and my package was not delivered on the 4th.I called on the 4th to see what happened but they had over 3 hour wait times so I called again on the 5th to be met with the same wait time to speak with someone (all day, I was checking all day). I chose to have you give me a call rather than wait on hold but I never received a call back. I tried to reach them via email and their chat. Email bounced back and when it was my turn on the chat, no one ************ package never arrived and I never got a hold of a representative when I've been calling since the 4th to the 10th. I want to know why.
Business Response
Date: 09/24/2024
We will call customer and resolve issue.
Customer Answer
Date: 09/26/2024

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:09/13/2024
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 need a refund on a poor quality delivery that's a problem. I have been trying for HOURS to get through to Harry and David on an order issue all day today to ask a question then again to deal with the damaged product. They put an order of fruit, a fruit basket gift, into ***** delivery where it sat on a truck over 8 hours in the Texas heat. Fruit arrived both damaged and hot - I need a refund on this item immediately. I can't get through to them online, by phone or via webchat. I tried all options they gave and there are no options that work. Every time I call, their phone doesn't connect to a person and I'm stuck in a ***** due to AI problems, or in one case when I got to a rep ***** the wait was already over 30 minutes holding when I finally hung up. The online chat said 32 seconds then never came. Then again their online chat quote late day was over 39 minutes but they've had chat issues. I couldn't get through. I had multiple issues with both. Interactive support by phone took a long time over and over again erroring out and then couldn't link up the order saying a different zip code when it found the order so it couldn't handle it by AI -- even though it was delivered to the zip code I gave. It's impossible. I also ordered a premium delivery service passport -- and didn't get that here so deciding if I want that refunded also.
Business Response
Date: 09/27/2024
We will reach out to the customer.
Initial Complaint
Date:09/13/2024
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.
Birthday gift ordered on ******** to be delivered on 9/6/2024 at *************** in *** for daughter's birthday celebration. 1800Flowers outsourced to Harry & David. 1800 Flowers report they can not do anything about refund. Harry & David shipped order 9/11/2024 which should arrive on 9/16/2024 (pending delivery). My daughter (active military) is no longer in *** for her birthday (only there for 2 nights ***-******) and the company failed to render service as ordered. I live out of state in *******. Harry & David billed my account for a service not even received yet. If they could not fulfill request they should have declined order. I paid and counted on Harry & David (and 1800Flowers) to make my daughter's birthday a memorable one. I have tried to call numerous times (automated robocall) to report this and have been put on hold over 6 hours multiple times with no return call from customer service. I am very disappointed and would just like a refund. Please can you help me?
Business Response
Date: 09/27/2024
We have reached out and resolved the customer's issues.
Initial Complaint
Date:09/12/2024
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.
On 8/16/24 we received a gift that included cheese and sausage. It was delivered at 5PM and we received the order from the shipper at the door. The cheese packages were fully melted and mushy actually hot to the touch. The sausage was also hot to the touch. It was delivered in a cardboard box, no attempt to keep it cool. It was a 90* day in *********. The pack slip said if we werent satisfied, to contact Harry & David and they would make it right. On 8/17/24 I called and the message indicated the hold time was estimated at 75 minutes and encouraged using the chat feature on the website for immediate assistance. The chat feature had an estimated wait time of 45 minutes as well. After being connected with ****** he had trouble finding the order in their system even though I provided him our name and address, the senders name and zip code and the tracking number and reference number. When he located the order he guaranteed me he would process a replacement that would arrive on 8/27/24 in perfect condition. Late in the day on 8/27/24 I chatted with ***** who said no replacement order had been processed but she would process one to arrive on or before 9/3/24. On 9/2 I emailed asking the status of the replacement and got no reply. On 9/3/24 I emailed asking for a status update and got no reply. On 9/7/24 I got an email with tracking information for the original order stating that it was delivered. I have not heard anything from the company since.
Business Response
Date: 09/18/2024
We will reach out to the customer to resolve this matter. Thank you
Customer Answer
Date: 09/18/2024

Complaint: 22276636

I am rejecting this response because:
The replacement was packaged exactly the same as the original and arrived in exactly the same condition as the original. The cheese temperature recorded on my instant read thermometer was at 80*. This is a food safety issue. No attempt was made to ensure the package arrived in usable condition - there was nothing in the box to protect it from the 80* temperatures in the region from where it was shipped and where it was shipped to. I dont think its unreasonable to expect the cheese and sausage to arrive in safe, usable condition.

Sincerely,

*** *******
Business Response
Date: 09/25/2024
We spoke with the recipient and resolved the issue to their satisfaction.
Customer Answer
Date: 09/25/2024

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.
The business could not assure me they would ship the cheese and sausage in a manner that it would be received within food safety standards so I agreed that they could issue a refund to the gift giver. I checked with the gift giver and they did receive the credit.

Sincerely,

*** *******
Initial Complaint
Date:09/12/2024
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 paid Harry & David $206.55 on 8/31/2024 to deliver food to my newly born granddaughter. Harry & David charged extra for expedited delivery. Harry & David has failed to deliver the order. i have asked for a full refund. Harry & David has been exceptionally difficult to contact. Their one line chat feature is dysfunctional and the wait times for customer service representatives is 3 hours. This represents an unacceptable level of service.
Business Response
Date: 09/14/2024
We will reach out to the customer.
Initial Complaint
Date:09/12/2024
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 only wish I had gone to the BBB website first!! There are many other similar complaints listed here.As the office manager of a small company I was tasked to place an order for a suitable sympathy gift for the Chairman of the Board. I immediately thought of Harry and David, as I had much success in the past and their reputation is stellar. Their website only lists positive reviews. The immediate issue was that I did not receive any email confirmation, nor any receipt for my purchase. When I contacted them on the website the following day, after a very lengthy explanation I was finally assured by the person on chat that the item would be delivered on time and that I would receive a confirmation the following day.. Not so! When I tried again to contact Harry and David the chat indicated that there would be at least an hour wait for the next available agent. I tried the phone number the wait time was 3 hours! Later in the evening I tried chat again. This time after dealing with multiple agents I was told there was nothing they could do and I should try the phone number. Interesting, when I called again, the automated response immediately recognized my phone number! Various agents were unable to find any or the records: my name didnt match their records, there was no one with that email, this item was from a sister company so they did not have the record, on and on went the excuses. Ultimately there was no further information they could give me.As this is a sensitive time for the recipient, I cant contact them to find out if the item was delivered. All in all I have spent several hours working on this without any solution. Round and round repeating the same questions and more frustration.I am guessing that it is difficult to get staff but this is ridiculous. I have records of my chats that I can provide. I am now in an untenable situation as I have reached a dead end and have no answer to provide my boss, the company CEO.
Business Response
Date: 09/14/2024
We will reach out to the customer.
Customer Answer
Date: 09/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Customer Answer
Date: 09/19/2024
I still have not heard from Harry and David.
Business Response
Date: 09/26/2024
We have reached out to the customer and look forward to resolving any issues with them. Waiting for a return call.

Customer Answer
Date: 09/26/2024

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,

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

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Harry & David is NOT a BBB Accredited Business.