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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2024

      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.
      We (my company) placed an order for 14 gift baskets from Harry and David on June 12, 2024. We spent $1454.42 on this order, $307.86 of it being for express 2 day shipping. The goal was for this order to arrive before the 4th of July and based on their timelines, this was more than enough time. On June 17, 2024 they notified us there was an issue with an item and the earliest delivery would be 07/10/2024. Then on June 18, 2024 they notified us that the earliest delivery would be 07/17/2024. Afterwards, the delivery date was ***eatedly pushed with no further email updates to us (it now states August 31, 2024-September 5, 2024 for the various deliveries). 1 of the baskets finally arrived on August 1, 2024. The remaining 13 have not even shipped as of August 13, 2024 (2 months after the order was placed). On August 12th, I contacted Harry and David via their chat to find out what was going on and they told me "their system was undergoing maintenance" and they couldn't provide details during this time and to check back August 13th and they would escalate in the meantime. I contacted them again on August 13th via chat and they told me "their system was undergoing maintenance and would be offline until the end of August" and they couldn't provide details during this time and to check back in September. Given this is completely unreasonable, I called them and spoke to a *** who told me, two of the baskets would be delivered by August 30th and that the other 11 were cancelled. I asked them who cancelled these orders and if we received a refund and they couldn't tell me how they were cancelled and that we were not refunded, other than shipping (I am not sure this is even true). They told me they would escalate and I'd receive a call but at this point I don't believe a word they say as the story has ***eatedly changed. At this point we want a complete refund for all orders we haven't received and ideally a refund of the 2 day shipping for the one order received 2 months late.

      Business Response

      Date: 08/22/2024

      We have reached out to our customer and are waiting for a callback.

      Customer Answer

      Date: 08/24/2024

       
      Complaint: 22138190

      I am rejecting this response because:

      I called the business back on Tuesday and spoke with their escalation line. They advised me that we would only be charged for the 1 item delivered and not the remaining 13, and that we would also receive an updated invoice within 24hrs of the call reflecting payment for only one of the items. This would have been an acceptable response and corrective action, however, our credit card records indicate that we were charged for all 14 and do not indicate that we have received a refund for any of them. Additionally, we have not received an updated invoice yet. 

      I would like to actually receive both the refund for the non-delivered items/associated shipping and the updated invoice. At that point it will be an acceptable response.


      Sincerely,

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

      Business Response

      Date: 09/10/2024

      The appropriate department is reaching out this afternoon to our customer to resolve the issues within the complaint.

    • Initial Complaint

      Date:08/13/2024

      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.
      Placed order on 7.27.24 with delivery date of 8.9.24. Delivery has not occurred. Website only shows order confirmation. Called **************** 3 times and was told "our system is being updated call back tomorrow". They couldn't tell me anything about the order status and would not be able to do so until AFTER 8.31.24. This order is a gift. I told the intended recipient to expect delivery by 8.9.24. What do I tell them about receiving their order?

      Business Response

      Date: 08/20/2024

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

    • Initial Complaint

      Date:08/07/2024

      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.
      In 2022, 2023, and 2024, I have tried to cancel my Celebrations Passport subscription. Each year, they send an email about the renewal, I reply asking to cancel, and they confirm the cancellation. Later, I get a notification that my subscription was renewed and I was charged, and I need to email them to reverse the charge, which they do. Could you help me ensure that I am removed from their list? Im distrustful of their messages after this has happened three times.

      Business Response

      Date: 08/13/2024

      We will reach out to the customer to resolve this matter and issue an apology. Thank you 

    • Initial Complaint

      Date:07/15/2024

      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.
      I am writing to complain about what was supposed to be a gift after attempting to contact the customer service department directly but the chat representative disconnected me after I requested a method of supplying the photographs of the "mess" received. As you will see by the photographs the contents MUST have been sitting with the ***** driver for some time as each and every item was melted together and completely ruined. I did not want the sender to be upset as this was supposed to be a thank you gift to me and I am sure they paid a pretty ***** not only for the item but for overnight shipping. The sender should either be refunded back their full amount or a replacement should be sent.....and delivered IN **** this time.

      Business Response

      Date: 07/16/2024

      We have responded to our customer's complaint and have left a message for a call back to send a replacement of her gift.

      Customer Answer

      Date: 07/16/2024

       
      Better Business Bureau:

      I was able to speak with the company contact who was very professional and courteous.   I  find the resolution (replacement) is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:06/15/2024

      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.
      June 10, 2024, I made an online order & paid (including a shipping fee) for a mix & match 6 bread selection from Wolfermans Bakery. Wolfermans Bakery is included in the portfolio of participating businesses in the 1800Flowers/Harry & David conglomerate.My order # is W01005908365048. The should have been delivered by 8pm 6/14/2024. It did not arrive! 6/14/2024, I spent an hour online w/a virtual assistant to leave with an apology for my inconvenience & a tease of a followup when more was known. 6/15/24 I called the # listed in the bottom of my order confirmation. It went to a call center in the ***********. That person said there'd been a recent problem w/ orders in the Wolfermans system, he could not pull up my order details & a 'supervisor' would contact me "if ever we get access to their system". I told him if 1800Flowers/Harry & David knew there was an issue with the Wolfermans system, it should not have been an option for customers to choose from. I told him I wanted my $ back and was told that a note would be made and a superior would contact me.

      Business Response

      Date: 06/19/2024

      Since Customer's order did not process, the customer is not charged for their order. Any authorization charges with their banking institution will have dropped off. We contacted the customer to inform them.

    • Initial Complaint

      Date:06/03/2024

      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.
      Harry and David began sending me unsolicited emails to my work address in April. Since late April, I have repeatedly requested that they removed my work email address from all communications. I have requested this via their webform, in writing on numerous occasions, and most recently via a chat with a live agent on their website.In each case, they assure me that my email address has been removed, but I am still receiving emails on an almost daily basis. I want them to stop emailing me at my work address, not simply promise that my email will be removed and then take no action. I have now sent over ************** a two month period, none of which have been honored. I am at a loss on how to get this harassment from them to stop.

      Business Response

      Date: 06/03/2024

      We will apologize to the customer for the unsolicited emails.  We have taken additional steps to stop the emails.  

      Customer Answer

      Date: 06/04/2024

       
      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 has now been in contact and is finally making a good-faith effort.

      Sincerely,

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

    • Initial Complaint

      Date:05/21/2024

      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 ordered a perishable fruit and snack basket from Harry & David on May 7th. This item did not begin shipping until almost a month after the purchase. Not only that, but the Pear and Apple basket will be in transit in the hot sun and delivery vans for 10+ days. Pears and apples start expiring 2-4 days unrefrigerated. Obviously these items will be without that for almost 3x that amount. To make matters worse, this was purchased as a business gift to a company for the express purpose of being received favorably. However spoiled food as a gift will have the opposite effect of the intended purchase. I had tried working with support for a solution but none was given. A refund is in order as well as a timely replacement to the recipient.

      Business Response

      Date: 05/22/2024

      Called the customer, package out for delivery 5/22  2 day shipping.  Will call recip to check on quality and contact customer with results. Apologized to customer for incorrect information from chat agent.

      Business Response

      Date: 05/27/2024

      Gift was delivered in two days from shipment.  Called recip who was very happy with the gift received in excellent condition.  Called the customer and let her know that the recip was happy.

    • Initial Complaint

      Date:05/13/2024

      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 placed an order for 2 gift baskets from Harryanddavid.com for Tower of Treats Classic Mother's Day Gift. The order was placed on May 2nd for $151.49, with a guaranteed delivery by Mother Day per website advertising. My debit card was charged May 3rd for $151.49. On May 6th order tracking showed a delivery date for May 10th, the order did not arrive. I waited until May 12th and reached out to **************** at roughly ******. **************** stated that the order is on its way, and that it would be delivered by end of day May 12th. May 13th at 7:30AM I contacted Harry and David **************** and informed them that the delivery has yet to be made. They once again stated that the delivery is on its way and it would be delivered by end of day today May 13th. When I voiced my concerns about the delivery being late, I was offered an apology letter sent to my recipients and a refund on the shipping cost. I declined the offer and requested a full refund on the order, due to the order being late and the contents of the order being perishable. **************** agreed to refund the amount of $151.49, and stated that the refund has been processed. At this time 10:18AM May 13th I have yet to receive any confirmation on the refund being processed.

      Business Response

      Date: 05/14/2024

      We spoke with our customer and advised that his refund was applied and that we would send him a hand-typped order cancelation confirmation. Customer satisfied.

      Customer Answer

      Date: 05/15/2024

      I am writing to inform you that my  complaint (********) has been resolved. The refund has been issued, and I received a call from the business today.

      Business Response

      Date: 05/22/2024

      We apologized to the customer and fully refunded the order.  Customer satisfied with the resolution

      Customer Answer

      Date: 05/22/2024

       
      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:04/29/2024

      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.
      I purchased a product from Harry and David and did not subscribe to their email list and yet somehow I keep getting marketing emails from them. Each email I receive, I press the unsubscribe button and it takes me to a page that says there is an error and my request cannot be submitted. For this reason, I reached out to them via their chat and asked them to take me off of their email list. They said they were unable to do so. So I called and spoke to their customer service on the phone and each representative that I spoke to, all the way up to a manager, told me that they were unable to unsubscribe me. I have communicated in every possible way how much I do not want to receive any correspondence from them in the future, nor have I ever requested to. And yet, they refuse to take me off of their email list. This is an extremely fraudulent business practice, and I am extremely upset about it. I am asking that something be done. I do not want to receive correspondence from them ever in the future. I do not want any of their marketing emails. And yet I get them every single day. And it seems nothing can be done. So reporting them is my last resort

      Business Response

      Date: 04/30/2024

      4/30/2024 


      We reached out to ************** and left her a voice message to let her know; that her request has been submitted to the proper department to block all marketing emails to her. We await her response.  

      Executive Services, Harry and David 

    • Initial Complaint

      Date:02/16/2024

      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 ordered a gift for Valentines Day online for my husband on 2/10/24. This company assured me it was scheduled for delivery on 2/14/24 by 8pm. I paid nearly $20 shipping and around $35 for the gift basket. Valentines came and no delivery, I called and was told it should be here on 2/15/24 and nothing came. It is now 2/16/24 and no contact, no basket and site says it hasnt even been shipped yet. I want a refund of the full price I paid. i no longer need the gift as it is well past the holiday and I do not want to do business with this company.

      Business Response

      Date: 02/16/2024

      This is not a Harry & David order. Emailed information to 1800Flowers for resolution.

      Customer Answer

      Date: 02/16/2024

       
      Complaint: 21302006

      I am rejecting this response because:

      This is not my problem. I ordered this item on Harry & Davids website. It never indicated throughout the purchase process that I was ordering through anyone besides a o 

      Sincerely,

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

      Customer Answer

      Date: 02/16/2024

      I have already spoken to **** Flowers and they advised they would refund  for shipping amount of $20. Which then did. However, they said the item I ordered was going to arrive on 2/15/24 and it never did. At this point I would justlike a full refund. I no longer need the gift. 
      also, I ordered this from Harry & Davids website without the knowledge they have a relationship with **** flowers. That is not my responsibility. They chose to do business with this entity and should handle this situation. That being said,  dont give a hoot who refunds my money as long as I can get it back on my card. 

      Business Response

      Date: 02/19/2024

      The customer has been refunded in full for non-delivery. A message was left with them advising.

      Customer Answer

      Date: 02/22/2024

       
      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,

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

    Harry & David is NOT a BBB Accredited Business.

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