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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:12/31/2023

      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.
      On Dec. 20, 2023, I ordered a gift to be sent to ********. Order NumberW01005887931176 for $113.10. When the order was received, the receiver took a picture of it and it did not have the same amount of fruit and one of the pears looked like it needed to be thrown in the trash. Upon calling Harry and David and talking to Customer Service(who hardly spoke English), She proceeded to take my complaint and offered to send the missing fruit and replace the Pears. NEVER mentioned that she was going to charge my account $102.99. When I got confirmation of the charge, I called, complained and canceled the order. Then she was only going to credit my account(which I NEVER approved) $102.77.

      Business Response

      Date: 01/09/2024

      We could not find any indication of the Customer's complaint about being charged the amount she posted. Called customer and left a message for a call back. Waiting on Customer reply.

      Customer Answer

      Date: 01/10/2024

      I have additional information for my complaint that I did not have when making the original complaint regarding my order to 
      Harry & David.

      This is the picture of what I ordered:

      This is what what was received on 12/29/2023:


    • Initial Complaint

      Date:12/31/2023

      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 always heard how delicious Harry and David gourmet popcorn is. I got it as a Christmas present. I was very happy. I got the moose munch premium popcorn, classic ******* milk, chocolate, and dark chocolate The numbers on the bottom of the container is Seven 7. ************. 7.The expiration date is 3/28/24. I was very disappointed. It smelt stale and tasted stale. Other family members tasted. It also said it was stale and some popcorn were so hard you couldnt bite them. I cant return it. It was a present from someone out of state. Im so disappointed. I really wanted to taste what your popcorn really taste like. I wish you could ***************** of your popcorn!

      Business Response

      Date: 01/09/2024

      We have called the customer to apologize and to inform them that we will be sending a free gift of our Moose Munch Trio.

    • Initial Complaint

      Date:12/28/2023

      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.
      On Dec. 18 2021, I purchase close to $400 of Harry&David.com gift packages and a "free shipping" option for an extra fee. Evidently, the free shipping fee was auto-renewing even though I was a "guest" and did not hold a log-in ID or Password, nor knowing of any mailed information on belonging to or holding an account with **********************&David or any associative business "Loyalties" program. However, I was charged on Dec. 19 2022 for $32.62 and again 10 days ago on Dec. 18, 2023 for the same amount. I called Harry&David and found no auto selection appropriate to a supposed "Passport" holder, only operators for current orders or new orders. I spoke with both, and was eventually, in a mostly professional manner, transferred to a "Loyalties 1-800-Flowers" operator, who told me that it was written that the free shipping option was "auto renewing" and that I could not cancel nor get my money back even for the recent "renewal." I contend that this is a deceptive practice, that I did not need nor use any services in 2022, 2023, nor will I in ****, I contend that Harry&David did not provide me any service or reason for service since December 2021, and that they did not notify me in any meaningfully clear method of my participation in any "Loyalties" program, and that, as I do not, and did not have any legitimate "account" with the company with no account number or communication, log-in or password, that the ONLY thing the transpired between myself and the company is that Harry&David retained my payment information and subsequently used it for two years after my purchase in 2021 purely for their own aggrandizement. I therefore protest that this is not good business but deceptive, and that the company should with transparency offer to open their accounts to show how much money they accrue purely from unused "free shipping" services to which there are no orders, and that I be reimbursed for said money, or in the least, allowed to exchange, the payment of $65.30 for goods. Thank you very much.

      Business Response

      Date: 01/09/2024

      On Jan 05,2024 we left a message for the customer to call ********************** and ********************** back so we could resolve his issue. We have not heard back from the customer yet.

    • Initial Complaint

      Date:12/28/2023

      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.
      On December 6 ***** I purchased a free shipping and handling arrangement thru the Harry and David Passort program . I tried to place my order on the website for a Fruit of the ********** as a Gift, but was unable to process the order because I did not have the necessary Passport numbers to add to the order, as I never received them from Harry and David. I called Harry and David several times for assistance, and requesting the necessary information to get the Passport discount be sent to me. I never received the information by **** or email. No Harry and David **************** Representative could held me complete my online order because I was using Harry and David's Klarna payment option and the Representative said they were not allowed to assist in that. I was told to just make sure to include my email address and the Passport discount would automatically kick in...it did not,and I was charged an extra $62.91 in shipping charges. After 3 hours of trying to compete the order, I gave up and requested a refund on the Passport. The Agent said that she could process the order for me using the Klarna payment option and the Passport discount. Unfortunately the Agent placed the order on my Credit Card. As soon as I got the conformation and saw the charge (about 2 minutes later) I called Harry and David again and requested a cancellation of the entire order and a refund of the Passport discount charge of $21.24. I was told I would not be refunded the Passport charge because I. used it. I said I never used it because I never received the necessary information to be able to use it. The **************** Representative used it today when placing the order on a Card I did not authorize. I was told the $247.85 could not be refunded because the order has already been processed and that I will have to wait until the shipment has been received before a refund can be issued.

      Business Response

      Date: 01/05/2024

      We contacted the customer and refunded her Celebrations Passport.  The customer will order it again at a later date.

      Business Response

      Date: 01/10/2024

      Our agent contacted the customer and resolved her issue.

      Customer Answer

      Date: 01/10/2024

       
      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:12/23/2023

      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.
      Luring sales pitch promising delivery before the holiday.We have been ordering for almost 20 years.I feel they falsely promised before Christmas delivery to boost revenue to intentionally mislead consumers.This company feels that an apology can compensate for disappointing consumers.

      Business Response

      Date: 01/09/2024

      We initiated a call to the Customer with no answer. Left a message for a call
      back. 3 out of 6 recipients delivered 1 day late. Refunded customer for those
      delivery charges.

    • Initial Complaint

      Date:12/22/2023

      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 December 18, 2023, I ordered a box of Signature Truffles from Harry & David and asked for them to be shipped to a close friend in *********, **. I paid $39.99 for the truffles and an additional fee for shipping. I chose Harry & David rather than another company ***************** specifically because they promised delivery before Christmas (12/25/2023).Today (12/21/2023), I received an email saying that the truffles will arrive on December 26, 2023.I emailed **************** and explained that this delivery date was unsatisfactory, and that delivery by Christmas was the reason for the order.Harry & David responded with an email that said, "We regret that we failed to meet your expectations, and have scheduled a replacement of our Signature Chocolate Truffles... Please expect it to arrive by December 28, 2023." (See PDF.)This response does not address the issue I communicated, which was that delivery date was not being met. I responded, "I dont think the recipient needs two boxes of truffles. The first one has not arrived yet. According to tracking, it will arrive on December 26th. Because this was a Christmas present and the delivery was promised for before December 25th, it would be appropriate to refund the cost. Please do not cancel the original order, but please do cancel the second order. Please consider a refund as the appropriate way to address the error." (See PDF.)They responded again, "We apologize for any misunderstanding. Our guarantee is to either replace or refund, whichever you prefer. In this case, a replacement has already been arranged to be sent to your recipient, so we will not be able to issue a refund as well." (See PDF.)I did not ask for the company to replace the item and send a second box.The company promised of delivery of goods by a certain date; the promise was not kept, but the fee was paid ($39.99 + tax and shipping = ~$53.00). Sending a second, later box does not address the issue. A refund is appropriate.

      Business Response

      Date: 12/22/2023

      Expedited the gift to the customer's recipient to arrive before Christmas. Called the customer and apologized.

      Customer Answer

      Date: 12/24/2023

       
      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:12/19/2023

      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.
      Hi,I placed an order for a gift, Christmas centerpiece and bottle of wine.I receiced a confirmation email for my order.Later I received another email that my order was changed, without any explaination.I tried calling TWICE first with *****, then to Zamani to get an explaination on why my order changed. Neither of them would provide an explaination. ****** would correct the card from friend to colleague.Then, ******* asked my for my credit card information to cancel the order.Why would I give a rep ***** I provided my order number, name, billing address my credit number?When I refused to give her my card information she said she would not be cancelling the order.This is fraud. This is not what I ordered.This is not what I agreed to pay for.I'm not giving out my credit card information to a rep who laughs at me when I provide an order number and ask why it was changed and then to cancel.Harry and David has lost my respect and my business.

      Business Response

      Date: 12/28/2023

      Our customer was fully refunded for her order.

    • Initial Complaint

      Date:12/17/2023

      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.
      Below is the order number for the gift I ordered for my Mom. It originally said delivery 12/8. The following day it said between 12/8 and no later than 12/13. Unfortunately the order has not arrived. I called and the woman from another country read me what it stated on the website instead of offering any real help about the order. (after a 20 minute hold)I emailed the corporate offices with no answer as of yet. Hanukkah is over and my Mom still does not have her gift.To make matters worse, I ordered a gift last year and it was delivered with rotten fruit. At least they did send another order after some time and many attempts to contact someone. Then in September my Passport automatically renewed even though I had turned this off. They would not refund me. So I figured I would order something that was not fresh fruit. And this is what I get for trying again. Shame on me.For the record, today is December 16th and my Mom still does not have her gift. ***** shows they have yet to receive it for shipping. So I ask, do they just expect people to forget about it and then they keep the money? I am so very disgusted with this company and its lack of response and delivery of items purchased.ORDER #: ********** ORDER DATE: December 4, 2023 in transit ARRIVES BY: December 13, 2023 DELIVERED BY: ***** logo TRACKING: ************ DELIVERY DATE We'll add a delivery date as soon as we get your package.DELIVERY STATUS Label created Notification Sent! TRACKING ID ************ FROM *******, ** ** Label Created 12/4/23 6:53 PM The amount includes the passport that I did not want to be renewed.

      Business Response

      Date: 12/19/2023

      Reached out to the customer to address concerns regarding this order and customer is satisfied with the resolution.

    • Initial Complaint

      Date:12/13/2023

      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.
      I ordered a gift basket to be delivered to my former employer, the ********************** in *******, **. I called Harry and David, yesterday, to check on whether the gift was delivered. They said they had no record of the order. I made the order by phone and gave the replacement my credit card number. I received no satisfaction from them. I called my credit card co..Discover told me that they canceled the order. I was not contacted or informed. I calledtoday 12/13 to try to resolve it. I received no satisfactory solution. .***************************

      Business Response

      Date: 12/22/2023

      We have left 2 messages for the Customer offering to place a new order for her since we were unable to locate her previous order she said she has placed. Customer has not responded.

      Business Response

      Date: 12/26/2023

      We have left 2 messages for the customer apologizing and  offering to place a new order as we were unable to locate her previous order.  We are awaiting the customer's response.

      Customer Answer

      Date: 12/27/2023

       
      Complaint: 21003825

      I am rejecting this response because:

      Harry and David canceled my order without telling me. This was supposed to be a Xmas gift to my fo rmer place of employment.  I wanted them to enjoy the gift before ****. They made no effort to make this right.

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2023

      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.
      My mom and I ordered a basket from Harry & David on Amazon.com. My aunt received the basket on 12/11/2023. We never received a tracking number for the order. Now on 12/13/2023, we received an email that the order was shipped. My mom and I only ordered one basket. Do not charge my mom twice. We want a refund, this is your error. Amazon order # ***-4208990-0132217.

      Business Response

      Date: 12/26/2023

      In keeping with the customer's complaint and after investigation the refund has been made. The customer should see that refund on their statements within 7 - 10 business days depending on their financial institution.

      Customer Answer

      Date: 12/26/2023

       
      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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