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Business Profile

Gift Store

Harry & David

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gift Store.

Complaints

This profile includes complaints for Harry & David's headquarters and its corporate-owned locations. To view all corporate locations, see

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Harry & David has 26 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Despite my requests to opt out of their mailing list when purchasing wine as gifts for clients, this company has continued to ******* me with unwanted emails. Attempts to unsubscribe have been thwarted by a 500 Internal Server error on their unsubscribe page, suggesting they may be deliberately trying to spam my company.

      Business Response

      Date: 08/31/2024

      Customer contact has been made and we are awaiting a callback

    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order with Harry and David on 08/15/2024 with shipment to arrive on 08/28/2024. I noticed on 8/26 that it had not shipped out. I had not received any communication that there was an issue with the order. When I reached out, they claimed they did not know why it did not ship out but said it will be arriving to its destination on 08/30/24 "guaranteed". They refused to provide me shipping information. It still has not shipped, they now claim that there's a "hold", they claimed that someone would call at noon today, yet no one has called, they refuse to respond to any communications I have been sending and refuse to ship out my order. I paid for this order, they are not providing the service/product. They are now refusing to respond to me via chat online and on social media instant messaging. I want the shipment sent ASAP and received by the date they stated "guaranteed", which is tomorrow, 08/30/2024.

      Business Response

      Date: 08/31/2024

      Customer contact has been made and we are awaiting a callback.

    • Initial Complaint

      Date:08/28/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order a Thinking of you basket to go to my coworker from our office when she suddenly lost her brother. I ordered it on 8.14 and it said it would arrive no later than 8.19. The tracking only ever said confirmed. I am now out $124 and it was never delivered. I have tried chatting, calling and have emailed with several people who cannot get me an answer. This is the worst customer service I have ever received for delivery service.

      Business Response

      Date: 09/06/2024

      Customer contact has been made and we are awaiting a callback

      Customer Answer

      Date: 09/09/2024

       
      Complaint: 22212183

      I am rejecting this response because: if they have attempted to call there has beenn no voicemail and they have my email but havent received anything. This needs to rectified immediately. 

      Sincerely,

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

      Business Response

      Date: 09/26/2024

      Thank you, we have called the customer 3 times and left voicemails. We have issued the full refund and would like to send a gratis gift to the recipient. 

      Customer Answer

      Date: 09/30/2024

       
      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:08/28/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/18/1014 I ordered a cheesecake from Harry & David to be delivered on 8/16/24. It was not delivered. I contacted the seller by phone when item wasn't delivered. They promised delivery on 8/20. It was not delivered. Contacted seller again, through claims escalation, delivery was promised for 8/28. Again, item was not delivered. Wait times for customer service are >****** by phone or chat online. Multiple CSR and escalation mgmt. **** have promised delivery with no product delivered.

      Business Response

      Date: 08/31/2024

      We have reached out to the customer and are waiting for a call back. 

      Customer Answer

      Date: 09/06/2024

       
      Complaint: 22211854

      I am rejecting this response because:  I was promised a refund of $121.98 by *** in ****************** on 8/31/24.  I was contacted again on 9/6/24 by ***** in ********* services to see why I had not yet closed out the case.  I have not yet receive the refund.  *************** is the one that made multiple false promises of product delivery, so I am not willing to trust them until the refund is in my account.  I want to leave this case open until the money is returned.  

      Sincerely,

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

      Business Response

      Date: 09/24/2024

      Our Escalation team has reached out to the customer and agreed upon a resolution. 

      Customer Answer

      Date: 09/25/2024

       
      Complaint: 22211854

      I am rejecting this response because:

      ***** from **************** called me on 9/24/24 saying they could not issue a refund because they needed my credit card information, again.  I am hesitant to give the company this information again based on my experiences with them since placing the order (repeated promises for product delivery that were never delivered, promised refunds that have never been made).  I suggested that to finally resolve the issue, they send the product that I ordered and paid for but never was sent.  She agreed to do that.  She promised to call me back with a delivery date. She did not call back.  But she did contact the BBB within the hour to say we have reached a resolution.  We HAVE NOT reached a resolution, in that I have yet to receive the product, or a refund.  Until one or the other happens, this complaint has not been resolved.  A promise of a resolution is not a resolution.  They have repeatedly made promises that were not fulfilled.  I encourage them to actually follow through with the product delivery or refund, so that this matter can be closed.


      Sincerely,

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

      Business Response

      Date: 10/04/2024

      Reached out to the customer and will be passing information to the appropriate department for further action.

      Customer Answer

      Date: 10/07/2024

       
      I would like to add a final resolution to case ID number ********.  I received the missing cheesecake on 9/27/24.  This resolution, while long awaited and with too much effort on my part, is acceptable to me.

      Thanks for offering this service to consumers.  I do not think that Harry & David would have done anything toward resolving this issue without your participation.

    • Initial Complaint

      Date:08/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Tuesday Aug 20th I received an absolutely delicious gift of a box of pears accompanied by popcorn, chocolate cherries, nuts and chocolates. The problem is that there was no name of sender anywhere in or on the box, and I do not know who to thank. PLEASE look in your records and tell me who sent this lovely gift. There was a message of good wishes but no name attached.I will enjoy it so much more if I know.Thank you *****************************.

      Business Response

      Date: 08/26/2024

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

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a Celebration Passport subscription and want to order from Harry and David, but the site is not working. I called their customer service today Aug. 23, 2024 and spoke to ***** at 8:40 pm. She said there is nothing wrong with the site but this is what I keep getting: This page isnt working If the problem continues, contact the site owner. HTTP ERROR 409" I hope that no one is trying to hack Harry and David to discourage customers from ordering to drive business elsewhere. The Harry and David website as well as ******'s cookies have images in some pages, while the others are completely blank. If it is just my computer, then I am sure they are doing it to other customers' computers in the **. Thanks. Sincerely, *************************************-Large

      Business Response

      Date: 08/26/2024

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

    • Initial Complaint

      Date:08/18/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order that was not delivered, it was impossible to get help as they claim to have a system maintenance going all through the end of the month (my order was placed on the 4th). When I finally said let it note on the recorded line Im wanting to cancel and refund on an order that was not delivered and being denied they finally canceled it, However theyre not only refusing to refund the shipping charges and tax theyre also only refunding a portion of the total paid. I get cookie cutter emails and I have been lied to several times by the company.

      Business Response

      Date: 08/22/2024

      We are reaching out to the customer. 

      Customer Answer

      Date: 08/22/2024

       
      Complaint: 22160519

      I am rejecting this response because: they haven't reached out to me since I Placed this complaint.

      Sincerely,

      Ita *******

      Business Response

      Date: 09/05/2024

      We have reached out to the customer and are in the processing of complying with the customer's wishes.

       

      Customer Answer

      Date: 09/05/2024

       
      Complaint: 22160519

      They did call and leave a voice message saying they're working on it, other than that, nothing else has been done. The order was placed over a month ago and they're still "working on it"

      Sincerely,

      Ita *******

      Business Response

      Date: 09/17/2024

      Contacting customer to apologize and give assurances that the refund has been processed.  

      Customer Answer

      Date: 09/17/2024

       
      Complaint: 22160519

      I am rejecting this response because I had to contact the bank to get a solution, they haven't given me any. I don't care about they're "reassurance" The order was placed August 4th, I want actions, not words.

      Sincerely,

      Ita *******

      Customer Answer

      Date: 09/23/2024

      Refund has been received.

    • Initial Complaint

      Date:08/18/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on the 1800flowers.com website for a Harry's Basket. The delivery date was supposed to be 08/14/24. I didn't not receive anything. When reaching out to the company they kept giving me the run around. They stated they could not access my order because their system will be down until the end of August. Why you take orders if your system is supposedly down. The chat representative was rude and would nor answer specific questions. When I called I got the same runaround. The automated system acknowledged my number and that I placed an order on 08/12/24. However, when I spoke to the representative and provided my number and email she claimed she could not find it. She put in a ticket providing no ticket number and said someone would contact me in 48 hours which never happened. I used my $50 gift card and it took the funds. I want another gift card or I want my order actually delivered

      Business Response

      Date: 08/20/2024

      Customer contact has been made and issue has been resolved to customer's satisfaction.

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An order was placed on 8/8 with expedited first available shipping (at a surcharge) to arrive in 8/13 (first available date). No shipping details were shared and on 8/13 I investigated the order to see the status. It had not even shipped. I contacted the company and they had no information to share with me (could not access their records due to a system update/upgrade). I checked the status again and it still did it ship. I contacted the company again on 8/15. They had canceled part of my order - with no notification via email, text, or phone call and the order still did not ship. However when I checked my order it says the entire order was canceled (but no refund was provided). They told me I could not cancel for a full refund because it was set to ship and arrive 8/18 but since it was in process no cancellation was allowed. I asked for a refund of the shipping fees, especially the expedited shipping fees for the guaranteed date/early delivery since that did not happen. They only provided a partial shipping fee refund. They also did not provide me with a tracking number for the order they said was arriving now on 8/18.

      Business Response

      Date: 08/20/2024

      Reached out to customer on 8/20/2024, left a voicemail, awaiting response from customer.

    • Initial Complaint

      Date:08/15/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A group of office employees chipped in on Sympathy Basket for an employee who lost her mother. We received an email that there was an issue/delay with processing the order. No specifics, just an issue. After a first round of emails about my dissatisfaction, I've heard nothing further. When I check the order status online using their virtual tool it just keeps looping telling me to choose the order in question (null344676493). There is a 2 hour phone hold time and a more than 25 minute online chat hold time.This should have been a timely delivery for a non-custom item but it's now going to be meaningless a week after the recipients loss.

      Business Response

      Date: 08/15/2024

      We are contacting the customer to make amends.

    Harry & David is NOT a BBB Accredited Business.

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