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Business Profile

Gift Store

Harry & David

Headquarters

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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/15/2022

      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.
      Order # W01005836497230 was placed on 11/30/22 - $4572.90 - we ordered over 35 gift baskets for our office for our Holiday Party Festivities happening the week of 12/12. We paid extra shipping on each item so we could select a specific ship date. We picked 12/12. 17 of the gift baskets were delivered on 12/6 -7th - a week early and the product was unusable. We had no where to store these gift baskets (one of the reasons we picked a specific date) and living in ** we do not have the weather to store perishable items unless refrigerated. The gift boxes had ripped open bags of nuts, moldy charceuterie and majority of the pears were black and severely bruised. I reached out to H&D customer service with no resolution, my account rep never returned my calls/emails so I reached out through ******* and I was told a refund would be processed for my order and I would receive an email confirming that. No such email ever arrived and when I inquired again, I was told that I needed to speak to someone in billing and that someone would call me. I am still waiting for that call. I reached out again today via ******* and am being told the same thing - that someone will call me. I have wasted enough time and money on this company. I have reached out to my CC company about the charges and am now reaching out to the BBB about this. Please help!! Tonight is our holiday party and there are no gifts for anyone attending.

      Business Response

      Date: 12/24/2022

      I have spoken with Mess ***** and processed her refund . I have sent apology letter. 

      Customer Answer

      Date: 01/05/2023


      Hello,

      I was out of the office and unable to respond to any messages received during that time and was unable to respond to this BBB complaint. The issue was resolved and I am satisfied with the response.  They handled it very quickly once in receipt of this complaint. I wanted to make sure this was noted on the response from the business. 

      Thank you and Happy New Year. Please reach out with any questions.

      Best,

      Lisa 

      *******************
      ***************************
      1011 ********************************************************************************** 27517
      ************ w |************ m
      **************************** | www.truebridgecapital.com

    • Initial Complaint

      Date:12/14/2022

      Type:Sales and Advertising 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 intention was to order four gifts for four recipients. Without belaboring this long story, the system replicated my orders for a total of FOURTEEN ORDERS and after TWO HOURS of speaking to multiple representatives trying to get them to cancel the orders and refund my card, I was still left with an active order the following day. I was finally able to get that cancelled. I then wrote to the company asking them to make sure all of the orders were refunded and they responded as though I ordered one item and asked for one refund. Every interaction felt as though I was speaking to someone who did not understand the English language. The representatives clearly spoke English fluently, yet they could not seem to mentally process what to do and access information with their computer. I have never had interactions with online companies like this before. I simply would like Harry and David to refund all of the orders Thank you,

      Business Response

      Date: 12/21/2022

      Attempted to make contact with no response from customer. 

      Customer Answer

      Date: 12/21/2022

       
      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:12/13/2022

      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.
      Harry and David had a promo code on the front page of their site that said orders $300.00 and above could use code Santa to get $100.00 off. I tried using it online for a $1500.00 order and it gave me a few bucks off. I decided to call and the employee said the are trying and do not understand why it does not work. The next day I called again and was told there was no SANTA code and the guy kept putting me on hold for long amounts of time. I was wanting to make a complaint and wanting to transfer the the correct department. Eventually a "supervisor" came on the line. She was aware of the coupon but said my items did not qualify. I pointed out the coupon and the "details" and asked why. What about my items do not qualify. She asked to put me on hold to resolve the issue. When she came back, she asked for my items and the address they would be going to. I asked, does this mean you will be honoring the coupon? I explained that I have been on the phone a long time and do not wish to go through this again to be told there is no coupon (the one plastered on the site). She assured me to go ahead with the order and she will fix it....so I did. At the end she kept putting me on hold. At one point when she put me on hold I could hear people laughing. She eventually told me she could not honor the coupon. Its not just the fact that this is illegal, it's the fact that you guys waste so much time and your employees have no fear of laughing at a customer. I gave one more chance this year after you delivered packages to wrong addresses last year (or not at all). Not sure what has happened but you went from an outstanding company to the worst I have ever dealt with. I have since found much better alternatives. I would like to know the reason for the bait and switch before filing with your state attorney general.

      Business Response

      Date: 12/22/2022

      Resolved to customer satisfaction. 

      Customer Answer

      Date: 12/22/2022

       
      Complaint: 18569993

      I am rejecting this response because:

      lol

      Sincerely,

      **** ****

    • Initial Complaint

      Date:12/11/2022

      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 placed an order on December 3, 2022. It was a succulent dove planter for $61.59. My friends daughter passed away and this was a gift to her but she never received it. It was suppisedly shipped on December 5th to **************.The order # is W01005837299312

      Business Response

      Date: 12/21/2022

      The customer issue has been resolved to their satisfaction.

    • Initial Complaint

      Date:12/09/2022

      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.
      Last Sunday 12/3 I placed an order for 6 of my clients with Harry and David. 12/4 I saw my card declined, I went online to change the payment method and the order was nowhere to be found. I placed the order again. The second order shipped. On 12/6 they ran the original order again and shipped it. When I received the second shipping notice I contact the company and tried to stop everything. I was told they would refund the full amount of the original order. I asked for an email confirmation. I got an email but not about the full refund. For days I have been going back and forth by phone and email trying to get this resolved. Each time trying to explain what happened and it seems like a case of hot potato who can they pass me to next? No one seems to be hearing what really happened and keeps saying it shipped not our problem. It is your problem when you do not notify someone and ran a card 3 days later. I was prepared to spend 450 not 900.

      Business Response

      Date: 12/11/2022

      The customer issue has been resolved to their satisfaction.

    • Initial Complaint

      Date:12/06/2022

      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.
      The cheesecake that was sent to my home in my order W01005836919174 was rotten and nothing like the picture from the website.

      Business Response

      Date: 12/15/2022

      The customer issue has been resolved to their satisfaction.

    • Initial Complaint

      Date:12/05/2022

      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.
      My credit card was charges for some kind of membership that I never signed up for. I called the companys customer service number and after answering several questions was put on hold, then my call was transferred to a nonexistent extension. Also, they are not supposed to have my credit card number on file I looked at the payment page in my account profile and it stated there was no credit card on file. So how did they charge my card? This company has been nothing but trouble and I quit ordering from them after problems last year. But they decided to charge me anyway, I suppose.

      Business Response

      Date: 12/12/2022

      Customer has been refunded and contacted. He is happy for the solution. 

    • Initial Complaint

      Date:12/03/2022

      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.
      ********************* ********************************************************************************************************** EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $134.82 ORDER TOTAL: $134.82 ORDER NUMBER: ********** ********************** *************************************** ******************************************************************** EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $128.13 ORDER TOTAL: $128.13 ORDER NUMBER: ********** ********************** *************************************** ******************************************************************** EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $128.13 ORDER TOTAL: $128.13 ORDER NUMBER: ********** ORDER SUMMARY ********************** *************************************** ******************************************************************** EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $134.82 ORDER TOTAL: $134.82 ORDER NUMBER: ********** ********************** ********************************************************************************* ********************** *************************************** ******************************************************************** EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $128.13 ORDER TOTAL: $128.13 ORDER NUMBER: ********** Items were billed twice directly to bank. Want a refund for the secon billing EMAIL: ******************* PHONE: ********** ORDER DATE: 12-01-2022 PAYMENT METHOD: **** ******** - $128.13 ORDER TOTAL: $128.13 ORDER NUMBER: **********

      Business Response

      Date: 12/06/2022

      I have explained that the charges she sees are only pre authorization.  She is only charged once. 

      Customer Answer

      Date: 12/06/2022

       
      Complaint: 18518591

      I am rejecting this response because:
      As of this morning, again two same orders were charged to my bank account. The first two orders were taken out of my account on December 2.  Today, Dec 6 Harry & David  they are holding my money  for the same two orders. How. Many times do they hold for Pre authorization.   

      Sincerely,

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

      Business Response

      Date: 12/23/2022

      We have explained the preauthorization process to ************* many times.  She needs to contact her credit card company. We have only charged her once. 

    • Initial Complaint

      Date:12/03/2022

      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 paid Harry and David the amount of $279.48 for a full thanksgiving meal that I ordered on November 15 and they refunded me $160.62 on November 24th. The day of delivery they only shipped turkey and one dish and when I called them they said they would ship the rest of the dishes on Monday. Thanksgiving is on Thursday not Monday I mentioned and that is why I had ordered way in advance. They had emailed in advance that all dishes would arrive by November 24th. This company caused me so much anxiety, hardship, frantic that I was so much in tears. I had to shop at the last minute for dishes but by this time a lot of thanksgiving dishes were sold out. This caused a lot of embarrassment with my guests that I had invited. I should not have to pay for this meal in fact if I would to take it further I feel like suing them! I still am traumatized still by what I had to go through! I should be refunded the full amount of this and this amount would never amount to the pain and hardship that I went through!.

      Business Response

      Date: 12/06/2022

      Customer refunded and compensated further with gratis. 

    • Initial Complaint

      Date:11/30/2022

      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 11/29/22, I placed an online order with Harry & David. When I finally saw the order total, I realized there was something wrong. I had ordered 4 gift baskets to be shipped to 4 individual recipients at $29.99/each. The order total was $276.39. They showed 4 gift baskets shipping to 1 recipient and 3 more shipping to 3 recipients. I immediately called to modify the order but was told it 'hadn't yet processed' so I couldn't modify it (call back in 30 minutes they said). I got on a chat conversation within a few minutes with an H&D rep and was told I couldn't modify the order because 'it had already processed'. I called again and was told that they would modify the order so only 1 gift basket was being shipped to one of my recipients. Said they'd either call back or email me the modified order. Did not receive either the next morning but got online and noted that the 4 gift baskets to the 1 recipient had tracking #s. Called 3 (maybe 4?) times to resolve this issue. Just kept being put on hold with no resolution. Asked to speak to a supervisor, was told I'd get a call back, but I'm not holding my breath. Very disappointing. I am only looking for a partial refund (assuming the other items really shipped) of $118.44 representing the 3 gift baskets that I literally begged to have removed from my order.

      Business Response

      Date: 12/01/2022

      The customer's issue has been resolved to their satisfaction

      Customer Answer

      Date: 12/02/2022

       
      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.  I was waiting to respond to this until I actually got the credit they said I'd receive in the amount of $111.46 (not sure of the cents).  But it sounds like you need a response right away.  I am not happy with what I was told on the phone but am satisfied that they'll be crediting me back those items I didn't (intend to) order.  Thank you for your assistance.

      Sincerely,

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

    Harry & David is NOT a BBB Accredited Business.

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