Business Profile

Gift Store

Harry & David

Headquarters

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

369 total complaints in the last 3 years.
244 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.

Initial Complaint
Date:12/22/2022
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 received a Christmas gift from my brother on Dec.14, 2022 from Harry & David. On their website, the following is stated: 'Our Promise to You You and those who receive your gifts must be delighted, or we'll make it right with either an appropriate replacement or refund.' Just try to get it replaced or refunded!!! For 2 days I've been attempting to have this awful gift replaced with no success. The chat gets terminated after the agent wastes your time with details. The chocolate covered dried fruit gift came with the items in plastic bags set in the wood tray rather than arranged nicely. And each item had a white dusting on it, looking and tasting like it was 10 yrs old. I gave them all the information needed but, they claim they cannot find the order. Their quality "Promise" is basically a big lie. No resolve.
Business Response
Date: 12/23/2022
The customer has been refunded as promised.
Initial Complaint
Date:12/22/2022
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.
Every year I send Harry and David baskets to my son and some of my friends. This year I called to put my order in and was initially going to have everything delivered to my home. I called back and the person I spoke with had a language barrier since I had to repeat myself multiple times. I only asked that one of the items be delivered directly to my son ($199.99 deluxe basket). There were supposed to be 3 pear and cheese boxes delivered to my home (($54.99 each). This man told me he could not change the address to send to my son without cancelling my entire order and charging me again. I did receive a refund, but for a few days I did not have enough funds to shop for Christmas since $247 and an additional $319 came out. Not only did I receive just one pear and cheese box, the $199.99 basket that was supposed to go to my son, was delivered to my home so I went through the process of cancelling the old order for no reason nd I cannot get to my son before Christmas to give him his present. I called in on the evening of 12/20/22 and explained that I am missing 2 boxes, the person I spoke with this time was a woman who also had a language barrier and I kept stating that I was charged $319 but only had one deluxe basket and one box of pears and why was I charged so much? The inconvenience of needing to call back and change an order to end up having it delivered to my home and I'm missing over $100 in goods is not OK with me. I live on a fixed income and being inconvenienced with not being able to shop for Christmas for the rest of my family was very stressful and unwarranted since the 3rd person I spoke to said the order did not need to be cancelled in the first place. Last year a tray of rotten fruit was delivered to my son and I thought I would give H and D another chance, but the customer service is continuing to be unhelpful to the point of being put on hold and then hung up on. I love your product typically, but I cannot rely on my gifts being delivered or even fresh
Business Response
Date: 12/22/2022
The customer issue has been resolved to their satisfaction.
Initial Complaint
Date:12/21/2022
Type:Product 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 December 20th I received an unknown charge for *****. I believe it to be fraudulent and did not recognize the address on the charge. I emailed customer service and they were unable to help me with the fraudulent unknown charge even after being told I could be transferred to the correct department through email. Support ended with a thanks for the feedback email. There is still a charge for ***** that I did not process an order for and the issue is still unsolved. I believe this to be a criminal action.
Business Response
Date: 12/24/2022
This charge is the auto renewal of the Celebrations Passport that the customer ordered last year and agreed to the terms and conditions of auto renew. He can turn off auto renew online any time he wishes and signed his name to these terms.
Customer Answer
Date: 12/24/2022

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. After submitting this, I received a call from the business and a refund. Just shows what you have to do to get support. I still will never be ordering from this company ever again but Im glad they resolved this at least.

Sincerely,

***************************
Initial Complaint
Date:12/20/2022
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.
The order date was December 2, 2022. It arrive December 8. I ordered the favorite royal Riviera pairs. The order number is ************. I have had their pairs before and expected higher quality. The fruit I got was completely bruised and pockmarked all over. This is not something I could serve to my guests extremely disappointing.
Business Response
Date: 12/26/2022
The customer issue has been resolved to their satisfaction.
Customer Answer
Date: 12/27/2022

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:12/19/2022
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 by phone (order # **********) on 12/13/2022 for Royal Riviera Pears to be sent to 14 separate recipients. The order was placed on behalf of my elderly mother, who has been sending pears as gifts for many years. I went over the gift list carefully on the phone with customer service to make sure the list was correct (the master list that came in the mail included people who are no longer receiving pears for various reasons). When I received a confirmation of the order, it included two additional recipients who were not supposed to receive pears, and a duplicate order for a recipient already on the list, i.e., I was being charged for 17 orders, rather than 14. I called to have the order corrected, and was told that the 2 orders would be canceled, and that I would be refunded for the 3 incorrect orders. I have since received an email saying that all 3 have been either delivered or shipped. I have had 3 conversations with customer service that have all been unhelpful. I just want to be refunded for the 3 orders I did not place.
Business Response
Date: 12/23/2022
Attempted contact no response from customer.
Customer Answer
Date: 12/23/2022

Complaint: 18613321

I am rejecting this response because: I was never contacted by Harry and David about this issue. I am trying to resolve this problem on behalf of my mother, who is 98 and deaf. She cannot answer the phone, but my email address was provided, and I never heard from the company. I do not accept the statement that they did not get a response. I would be happy to provide my phone number, but do not want to include it here because my understanding is that this response may be viewed publicly. Please ask them to contact me using the email address provided in the order form.

Sincerely,

*****************************
Business Response
Date: 01/18/2023
Better Business Bureau,
We have refunded for 2 recipients we could verify that were duplicated. We have attempted to reach the customer via multiple phone calls and emails with no response from the customer. We have resolved this issue on our end.
Harry and David
Initial Complaint
Date:12/18/2022
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.
When I placed my order for ******'s cookies (through the Harry & David Web Site), I was given the option to choose a specific delivery date. I did so and was charged $5.00 to choose 12/23. I did so because my family is traveling and they would not be home. The item was delivered a week early, creating a safety risk by having a box in front of an empty house for a week. I contacted Harry and David's 10x and they finally told me that they could not find my order. Then they said it was actually a ******'s order and I would need to talk to them. I talked to them and they refused to offer a replacement, stating I did not pay for the extra shipping -- even though I have a receipt showing that I did FROM HARRY AND DAVID. Notice in my orders that this order shows DELIVER ON, not deliver BY like the other orders. It must be a tech problem between the two partners -- that is not my issue.
Business Response
Date: 12/20/2022
The customer issue has been resolved to their satisfaction.
Initial Complaint
Date:12/18/2022
Type:Product 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 Christmas, we always used to look forward to the Christmas Tower of Treats that my mother used to send us. When she passed away in 2010, I continued the tradition of sending them to my siblings. So this year, I sent my two brothers an item that appeared on their website under the promo "Buy 1 get 1 50% off. I spent over $ 100 and paid their ridiculously expensive shipping fee of $44 just to keep the family tradition alive.Imagine my surprise when I check my credit card statement and saw that I was charged FULL PRICE for both items!!I called Harryand David customer service, which in the past has been very helpful, only to get a representative who was very sorry but could do nothing to help me. When I asked to speak to a supervisor she told me that "they" were very busy with other customers. What a surprise to hear that. I'm sure they are very busy with other customers, like me, who feel that they have been ripped off by fraudulent advertising and bait and switch promotional offers. I will be reporting this to my bank as well as the PA **** of ******** Protection.I will never again order anything from this disreputable company!
Business Response
Date: 12/22/2022
The customer issue has been resolved to their satisfaction.
Customer Answer
Date: 12/23/2022

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:12/16/2022
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 ordered a gift basket from Harry & David on 12/12/2022. I searched for same-day delivery gifts only. I only found out when I confirmed payment that the gift wouldn't be delivered until 12/21 or so. I immediately tried to cancel the order online and couldn't. I called their customer service number and talked to an agent named ***** at 7:29 a.m. 12/12. She confirmed that the order would be cancelled, but wouldn't give me details. I called again and spoke to an agent named *****. At 7:37 a.m. 12/12/2022 he confirmed for me that my order would be cancelled and I would recieve a refund. Then yesterday, I received a text message that the order was shipped. I still have not received my refund. I expect a refund of the total amount of $153.12.
Business Response
Date: 12/16/2022
Customer has been contacted and informed of his full refund issued on 12/16/2022
Customer Answer
Date: 12/20/2022

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. Thank you!

Sincerely,

**** ***************************
Initial Complaint
Date:12/16/2022
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.
We just received a gift delivery from Harry & David. The apples are soft and shriveled. The pears are soft and bruised. It appears to be difficult, if not impossible, to register a complaint.
Business Response
Date: 12/16/2022
The customer issue has been resolved to their satisfaction.
Customer Answer
Date: 12/16/2022

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: 01/10/2023
Although it appeared that my prior complaint was resolved, the replacement package was, in fact,no different from the package I originally complained about. The applies were soft and shriveled and the pears were soft and bruised.
Business Response
Date: 01/10/2023
I have sent an upgraded replacement and attempted contact but was hung up on upon announcing myself.
Customer Answer
Date: 01/10/2023
I am rejecting this response because: we have not yet received any replacement and we received no message from this business.

Sincerely,

***********************
Business Response
Date: 01/13/2023
To Better Business Bureau,
We have contacted the customer who stated they have since received the replacements promised which were in perfect condition. The customer stated they are fully satisfied with our resolution.
Harry and David
Customer Answer
Date: 01/20/2023

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:12/16/2022
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.
The prices in H&D catalog do not match online prices? They are approx. $20 different. Online ***** ******* conversation See below: Connecting. Just a moment......Hello again, ****!How may I help you today?why dont the prices in your catalog do not match your online prices?For questions regarding your recent charges, please call us at **************.Anything else I can help you with today?yes How else can I help you?why do the prices in your catalog not match your online prices?I'm sorry to hear that there is an issue with your order.Would you like to chat with the next available agent who can further assist you?yes Virtual Assistant disconnected You are now being transferred to the next available agent. Your estimated wait time is 0 minutes.why do the prices in your catalog not match your online prices?Agent has joined the conversation.why do the prices in your catalog not match your online prices?they are approx. $20 difference?I am looking at 61072X $79.99 in your catalog online for $99.99 Can you please give me your Full Name Zip Code Phone Number Email Add and if you have an Order number.******************* ***** I have not ordered yet this year we were about to place 5 different orders and each item online is listed $20 more than your catalog The Catalog is printed out and the accurate one is from the website.this catalog is the Christmas 2022, delivered Nov 23, 2022 are you telling me it is False advertising?We were inform already about that and that the one on the Website is the new price.then I'll give someone else my business, that is false advertising. I will be copying this conversation, this catalog is less than one month old is that the position of your supervisor?You can still avail the item in our website and chat us back after to refund to you the price on the Catalog.That is ridiculous. Is that what your supervisor said?I will not order 5x items at +$20 on 5 different items in the HOPES you will refund me +$100 plus taxes.no anot...
Business Response
Date: 12/16/2022

The customer issue has been resolved to their satisfaction.

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Harry & David is NOT a BBB Accredited Business.