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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2022

      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 November 24, 2022, I placed an order with Harry & David being delivered to *********, ** for $52.97. I received a confirmation text with the order number.On November 27, 2022, I received a confirmation text, from the same number, confirming order # W01007795881035. My credit card was charged $31.79 on 11/27/22 for this transaction. I DID NOT place this order. I have attempted to call the company twice now and both times they deny having record of this order number in their system. Clearly they have information somewhere as their system both texted me and charged my credit card without my authorization. The first phone call, on 11/28/22, the *** told me I had to wait for the charge to clear my card. The second phone call, on 11/29/22, was ended by the *** ("Princess") putting me on hold and then hanging up on me after almost 50 minutes on the phone with no resolution.I want to know what the charge was for, where it was sent, and why it was processed without my authorization. I also want refunded for the $31.79 charge.

      Business Response

      Date: 11/30/2022

      The customer issue is resolved to their satisfaction. 

      Customer Answer

      Date: 11/30/2022

       
      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:11/29/2022

      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 # W01005835483134 Ordered 3 gift baskets last night, the sweet and savory chest for $69.99 and 2 chocolate treasure boxes with wine at $79.99 each. Donated $25 to Feeding America, for the sum total of $340.25 with shipping and handling. Why was I charged an additional $315.25? Called customer service on this additional charge and he didnt seem to comprehend my problem. I told him just cancel the order. Hes telling me the additional charge will come off in 5-7 business days. Why was I charged $655.50 when I have an invoice for $340.25? If this is not refunded back to me I WILL seek legal action.

      Business Response

      Date: 12/01/2022

      The customer issue has been resolved to their satisfaction.

      Customer Answer

      Date: 12/01/2022

       
      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:11/28/2022

      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.
      I have purchased several items and have no points on my account.I attempted to change the email address of my account and now cannot get into my account.I have attempted to work with the 800-number provided and I have either 1)been disconnected; 2) sat on the phone for literally hours and I still cannot get into my account I have attempted to call the 541-number of the store to speak with a US-based person to no avail.I remain unable to access my Harry and David Account and the Passport is attached to an email address for which I have no account.

      Business Response

      Date: 12/05/2022

      **** is a very satisfied customer. All of her issues were resolved.

    • Initial Complaint

      Date:11/25/2022

      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.
      Most of order W01005834304060 was delivered. Two out of five items were delivered, and my Thanksgiving was ruined. $273.85 was given to Harry and David for this disaster.

      Business Response

      Date: 11/26/2022

      I spoke with ***** just now. He is satisfied. I have refunded him and compensated him. 

    • Initial Complaint

      Date:11/25/2022

      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.
      I paid for an order to and part of the order was never received. I contacted customer service to make it right and they refused to refund me for the item that never came. When I expressed concern as it was promised by a certain date and it was not included in my order, they said they cant refund it. I think a refund for the item is sufficient. I shouldnt pay for a product they didnt deliver. I have ordered from them before and asking for a refund on1 item because it never came seems fair to me. When I expressed this concern their agent just said to call them back if I have any other issues.

      Business Response

      Date: 11/26/2022

      Customer contacted and refunded. Satisfied customer.

      Customer Answer

      Date: 11/26/2022

       
      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:11/25/2022

      Type:Order 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 refuses to put my address on a do not send list. One of my elderly relatives is experiencing a neurological condition that prevents them from remembering most of what they are told. This relative sent packages to my address on September 15th and November 22nd, although we requested that they do not do so. Harry and David was contacted repeatedly through their customer service line. It is very shameful that Harry and David would take advantage of the elderly with a mental condition and allow them to send unwanted packages to others repeatedly, even when they are well aware of the problem.

      Business Response

      Date: 11/26/2022

      I called customer several times and voice mail box is not set up. I sent email and refunded the gift sender. 

      Customer Answer

      Date: 12/06/2022

       
      Complaint: 18462433

      I am rejecting this response because:

       

      The business sent me an email and I returned their call, but it is unclear if they will talk to their IT office about blocking my address from receiving more packages. I never received an explanation why it couldnt be done. Plenty of other vendors can do it. I am not satisfied with their response. They think calling a customer with dementia will make a difference. 

       

      ********************;



      Sincerely,

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

      Business Response

      Date: 12/19/2022

      We are unable to block any one from ordering from us. They need to ask their family member to stop sending them gifts. We do not restrict anyone from ordering.  It was two gifts a month apart and one was a birthday gift.Tell us why here...

    • Initial Complaint

      Date:11/23/2022

      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.
      I placed a $479.79 order on 30NOV (Sunday) for a 75 year old senior citizen living in **************, including the three (3) items: The Wow Holiday Meal, Holiday Sweet Treats, and **************** Cake. At 11:31PM EST Sunday/30NOV I received an e-mail with subject "Thank you! Your order's been placed", which stated the delivery would occur the day before Thanks Giving, Wednesday/23NOV. The senior citizen was waiting all day for ***** to deliver the Thanks Giving meal packages today Wednesday/23Nov. No delivery occurred and the Senior Citizen is very upset. At 5:05PM EST I called Harry & David customer service, and the representative ***** or ****** has stated repeatedly that her Supervisor is unavailable to discuss a refund. Our telephone call lasted approximately 49 minutes during which I requested to speak with a Supervisor to discuss the company's policy shown on www.harryanddavid.com, quote "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. " end-quote. All I have requested is a refund and to speak with a Harry & David Customer Supervisor for consideration of the fact that my family member, a 75 year old senior citizen, who has two (2) young grandchildren, now does not have a Thanks Giving Holiday meal. I am requesting a refund. Three (3) attachments have been uploaded with this complaint - one screenshot of my cell phone call duration of 40 minutes, one Harry & David receipt from Sunday night, and a document with screenshots from Harry & David website showing confirmed order items.

      Business Response

      Date: 11/26/2022

      I have attempted several calls to customer to offer refund and apology. I am unable to leave message as no voice mail is set up so I sent email offering refund and replacement. 

      Customer Answer

      Date: 11/29/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. The ********************** & David business has not stated the exact refund amount.  I have included a screenshot of my bank statement, which includes The Wow Holiday Meal cited in my original complaint. Please advise.


      Sincerely,

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

    • Initial Complaint

      Date:11/23/2022

      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 11/8/2022 we received a credit card charge for $29.99 form Harry & David. We were out the country then and have placed no orders with them for years. The charge was for an annual passport fee, which we neither signed up for nor was authorized by us. 4 phone calls, multiple holds, 2 hang ******* and over 2 hours later we were told the passport office was unavailable. Yeah, right. This is a scam. We have already informed our credit card company that this is a fraudulent charge and we intend to report this to the ****** ************************ for further action.

      Business Response

      Date: 11/26/2022

      Refunded and cancelled passport. Tried calling no luck. Sent email letting them know we have honored their request to cancel and refund for Passport.

       

      Customer Answer

      Date: 11/28/2022

       
      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:11/20/2022

      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.
      Ordered the prime rib roast and heated per instructions on the plastic label. Roast came out very well done. Contacting Harry and David they blamed me and said that I should have known not to heat the roast so long. I am not a cook so I followed their directions. The would not replace or refund which is what their warranty says on their WEB site

      Business Response

      Date: 11/21/2022

      The customer issue has been resolved to their satisfaction.

      Customer Answer

      Date: 11/21/2022

       
      Complaint: 18443270

      I am rejecting this response because:

      they Offered a 20 percent discount on a future order. Their warrant specificallybstates that they will replace the item or provide a refund. They have not offered this so they are being less than truthful.

      Sincerely,

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

      Business Response

      Date: 12/01/2022

      Custoer was fully refunded and a 20% coupon was sent to email. 

      Customer Answer

      Date: 12/07/2022

       
      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:11/17/2022

      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 11/10 placed an order for a sympathy basket (order #W001005796314184) the item was actually shipped on the 11/14 and was to be delivered on the 11/15 but was not (tracking #************). The package was then to be delivered on the 11/16 and was not. Called customer service at ******************** and spoke with ******* at 7:38PM EST which lasted 23 minutes. He stated that a replacement order (**********) would be delivered 11/8. I'm unable to view this order online. Today i spoke with ******* and she said if the original order was delivered to have them toss it since it included meat. She stated that a label had been printed but could not provide me with a tracking number. I'm getting the run around and either a replacement is sent or refund me. the attachment is for the replacement order.

      Business Response

      Date: 11/18/2022

      Customer contacted and resolved to Customer satisfaction. 

      Customer Answer

      Date: 11/18/2022

       
      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,

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

    Harry & David is NOT a BBB Accredited Business.

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