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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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.

Initial Complaint
Date:12/05/2023
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.
On 11/29/23, I ordered 4 items from Harry & David, Two of Item W-25079X and two of item W-24075X to be delivered to two different zip codes (***** and *****). Harry & David charged my **** a total of $163.90 for the products ($65.98 for item W-25079X, $49,98 for item W-24075X & $47.98 for shipping). On 12/4/23, when I learned that item W-25079X was deliverd but item W-24075X was not delivered I "chatted" online with a Harry and David repsresentative. after a considerable amount of time checking, she informed me item W-24075X wouldn't be available until 12/30/23!!!! I informed her that is too late to be an acceptable Christmas gift, to cancelled my oder for W-24075X and reimbuse my **** for the $49.98 plus cost of shipping. She didn't respond so I called Harry and David the next day. The representative I spoke with found it "unusual" for them to advertize a product they did not have available (so do I). She was to check and call me back bur never did. I'm an 80 year old retiree living in a fixed income and cannot afford to reward Harry & David's incompetence. They need to debit my **** the $49.98 plus what they'd charge for shipping
Business Response
Date: 12/24/2023
We spoke with the customer after tracking all gifts in her order. For Recipient 2, cookies, there was an error in delivery by the Carrier and gift was delivered to a different address. We apologized and offered to send out a replacement gift at no charge to our customer. Customer was satisfied.
Initial Complaint
Date:12/04/2023
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 placed an order on November 30th for a box of Royal Riviera Christmas Pears to be delivered to some friends of mine and specifically requested it be delivered between December 6th - 12th because they were out of town until December 6th. I got a text message from ***** saying the item was being delivered on December 3rd so I called Harry and David to try and stop the delivery which they told me they couldn't do and that if it was delivered by ***** on the wrong date to call them back and they would send a replacement at no charge (Spoke to ******). So the item was indeed delivered on December 3rd and got stolen off the front porch so I called Harry and David back again for a second time....The person I talked to (********) said they would send a replacement at no charge but an hour later I realized he had charged me for it so I called back for a third time and got another person (Anise?) who said that was a mistake and that she would fix it and make sure the charge was removed and not to worry... She even promised she would call me back in 30 minutes to an hour to let me know when the charge had been removed but she never did!!Now I have been charged TWICE for an item that has not been received and have called Harry & David **************** FOUR times total and this is still not resolved!! This is totally unprofessional and unacceptable!! I need a refund immediately! Plus I was deliberately lied to THREE times by someone at Harry and David customer service promising me something and then not doing what they said they were going to do! I've been a loyal customer for many years but I will never ever order anything from them ever again!!
Business Response
Date: 12/06/2023
Customer is satisfied with our response and resolution.
Initial Complaint
Date:12/03/2023
Type:Sales and Advertising 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 Sunday December 3rd, 2023. I visited the Harry and David website. I saw the site offering a Buy one get one 50% off offer. I ordered two gift baskets 1.29876X and 2. 29533X. At checkout, I entered the advertised code of BOGO50. The amount of my bill didnt not discount at all so i used the website chat. An Agent called ******** responded to my help request. She told me first that one of my items was either not available or not part of the sale. I told her that both items had ship dates so they were both available. She then said that the basket with wine in it was not part of the promotion. I pointed out that their website terms and conditions of the offer did not mention this and asked her to give me the offer which she declined.
Business Response
Date: 12/21/2023
To Whom It May ************
We've reached out to our customer with an apology for any confusion our website *** have caused. We will honored the expired promotion and we apologize for any confusion regarding our promotional offers.
Harry and David - Executive Services
Customer Answer
Date: 12/21/2023

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.
Whilst the business has accepted the program could have been clearer, I no longer need the product.

As such, I would ask the business to make a small donation to a local charity of their choice.

Thank you Harry and David for being honest. I will use your website and services again in the future.

Sincerely,

*******************
Business Response
Date: 12/21/2023
12/21/2023
To whom it *** concern,
We've reached out to our customer with an apology for any confusion our website *** have caused. We will honored the expired promotion and we apologize for any confusion regarding our promotional offers. We await our customers contact so we can complete the request.
Thank you,
Harry and David - Executive Services
Initial Complaint
Date:12/03/2023
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 added four items of the The Favorite Royal Riviera Pears which shows as eligible for the Buy One Get One 50% off promo with the BOGO50 promo code. However when I added 4 of these items and tried to apply the promo code, it returned an error This promotion is eligible only if you have 1 or more items in your cartmore info. The more info gave no further information on why I was getting this error that applied to my cart. I contacted the company via chat, it was a complete waste of time. Here is a transcript of the chat:Thank you for your patience. I see that you are reaching out to check the status of your order. I'll be glad to check that for you!No, I havent placed the order yet I sincerely apologize for the inconvenience this has caused to you.I am trying to apply the promo code BOGO50 and it isnt applying correctly You may try to log in then log out of your account and refresh your browser, after that you may try to log in again. Ok do I have to input all of the recipients addresses again? Hopefully not Yes you will put your recipient information.Please used the email address that you used when you purchased your Celebration Passport?Ok I just logged out and logged back in. I still get the error.Regarding the promotion code, may I have the product code please for me to check if the product is eligible for the promo code,Here is the product: All four are the same product I dont see a product code I'm sorry that I cannot view the picture you are sending.May I have the product name instead?The Favorite Royal Riviera Organic Pears It shows on the website as eligible for BOGO50 As per checking here, Bogo50 can be apply if you buy one take one and it is 50% discount.Right but it is telling me that I need to add more to my cart when I have 4 in my cart.Yes, you need to add more item to avail the promo code.I did. I have 4 of the same item Is there anything else that I can help you with today?
Business Response
Date: 12/20/2023

To whom it *** concern;
We've reached out to our customer with an apology for any confusion our website *** have caused. We have honored the expired promotion and we apologize for any confusion regarding our promotional offers.
Thank you,
Harry & David / Executive Services
Initial Complaint
Date:11/30/2023
Type:Billing 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.
Every year they randomly charge a fee to my credit card
Business Response
Date: 12/19/2023
Customer satisfied with the refund for the incorrect charge to his credit card.
Customer Answer
Date: 12/20/2023

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:11/30/2023
Type:Billing 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 have ordered from Harry & David for more than a decade. I found today a charge for $32.45 for a "passport" service. I signed up for this service in 2021 to get free shipping. What was unclear, is that this includes a recurring annual charge of $29.99. This was not mentioned all. I have attached the welcome email with "How Passport Works" explanation. Nowhere does it say there is any charge or any annual renewal.
Business Response
Date: 12/28/2023
Customer confirms that he has been issued a refund for the Passport membership.
Customer Answer
Date: 12/28/2023

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:11/30/2023
Type:Sales and Advertising 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 went to purchase a winter jacket at the Columbia store at the outlet mall. Was going to pay cash. Was informed they don't accept cash and was refused my purchase.Not everyone has credit cards
Business Response
Date: 12/01/2023
Thank you so much for informing us of the BBB complaint. Unfortunately, the customer states in her complaint that she was shopping at a Columbia store. We do not sell jackets. We sell Gourmet food gifts. Have a good day.
Initial Complaint
Date:11/09/2023
Type:Billing 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.
Wife wife ******* and I ordered a birthday cake through 1-800-Flowers for my son who is in **. We reside in **. We had it overnighted and paid for the service. It was $107.27. We came to find out that the cake was going through Harry & David, which we have no issue with. We used H&D well over a decade ago. We got the charge on our debit card for $107.27 from ****-Flowers on 11/8/2023, which was fine. This morning, 11/9/2023, I checked our account and ************ charged us an additional $85.48. We inquired through 800-Flowers and they said we needed to call H&D. That is the first time we knew who the cake was purchased from. We called and they said that we were charged a membership fee of $85.48! This is, at a minimum, opportunistic if not outright fraud. We never approved a membership fee. The customer service rep at H&D told us to call our bank and dispute the fee. This is a scam. We used this checking account for bills only and it caused an overdraft fee of $35. It is unbelievable that company this size would charge us $85.48 without our approval. Especially when we ordered it through another company!
Business Response
Date: 11/17/2023
Our ********* Services has reached out to our customer via a few emails.
We've reached out with an explanation regarding any billing confusion we may have caused. It's never been a practice to bill more than what our customers purchase.
We hope our offer to rectify the issue with our customer will be acceptable. We are awaiting our customers response.
Harry and David - ********* Services
Customer Answer
Date: 11/18/2023

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:10/22/2023
Type:Sales and Advertising 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.
Harry and David attempted to charge me a sales tax of 8.5% when ****** has no such sales tax. They refused to explain why they charge a tax and to whom the tax is paid. I requested to have my account totally and utterly closed and removed from their servers, since there is no way on their website to do so. I further revoked my permission for the business to retain my personal private information. They refused.
Business Response
Date: 10/25/2023
Contacted customer and apologized. Explained that Sales tax is based upon the gift recipient's address and if that state charges sales tax. Sales tax charges are not based upon the customer's address. We offered to place an order for the customer over the phone. The customer declined..
Customer Answer
Date: 10/26/2023

Complaint: 20766125

I am rejecting this response because:
As I explained to the company, we all agree regarding the levying of sales tax pursuant to law. However in this case, an order placed online to Harry and David, an ****** company by an ****** resident for delivery in ****** was charged an 8.5% sales tax automatically by their online ordering process. Further, we both agree that there is no general sales tax in ******.
With regard to closing my account, I was advised that if I didn't log in for two years then my account would automatically close. Clearly if I still have the ability to log in to their website, then the company is still retaining my personal information. Apparently all the company is willing to do is flag my account to some sort of inactive status while still retaining my private information on their servers; data which includes my financial information.
Harry and David's website doesn't provide any means to close your account or delete your financial information. **************** via their website chat box asserts their right to collect an 8.5% sales tax unless I submit documentation proving I'm exempt from the sales tax.
Sincerely,

*********************
Business Response
Date: 10/26/2023
We contacted the customer and apologized. We don't understand why the customer's recipient in ****** would have assessed a tax, since deliveries in ****** are not taxed. We offered to put an order in for him to assure there would be no taxes incurred for his ****** resident, but he declined. We will be pleased to process a GDPR erasure for the customer.
Customer Answer
Date: 11/06/2023

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:10/16/2023
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 10/07/23 I placed an order for a "Sweet and Savory" gift basket from Harry & David. The picture shows 4 different sausage options in it including a package of Uncured Landjaeger. When I received the box this item was not in it. When I inquired with Harry & David they said it was not listed as a box ingredient even though it is shown in the picture.
Business Response
Date: 10/23/2023
We contacted the customer and apologized. There was an error in the photo of the gift. We have sent an apology gift with the correct item. We appreciate the opportunity to correct the error.
Customer Answer
Date: 10/23/2023

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,

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

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Harry & David is NOT a BBB Accredited Business.