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:01/30/2025
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 birthday gift from their website with an estimated delivery date of 1/22/25. As of today, the order has not shipped, and the status has not been updated. Ive contacted customer service five times. On two occasions, I was told that the order had shipped, but they couldnt provide tracking info. I was also promised twice that a replacement order would be sent, but it was not done. On January 27th, during my fourth contact, I was promised a refund I also received email confirmation that a refund would be processed. When I reached out today because the refund had not been posted to my credit card, I was told that it was never processed. Ive attached the entire email thread as a PDF. I believe Ive made every reasonable effort to resolve this with their customer service team, and Im seeking assistance from the BBB.
Business Response
Date: 01/31/2025
Dear ***********,
Please accept our apologies for the non-delivery of the birthday gift you ordered for your recipient.

To confirm our conversation, you were notified by ****** that your full refund for this order is being processed. A gratis order has been submitted for the Belgian Chocolate-Dipped Fruit with Cheesecake Pops. This should be delivered to your recipient on or by 2/8/25. The link to the description is below. Your original message was included with the replacement gratis request

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

We are sorry that your experience with our **************** team was disappointing, and we hope that the resolution we offered is acceptable to you.

Sincerely,

Pamela R.
Harry and David
Customer Answer
Date: 01/31/2025

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:01/29/2025
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 holiday basket from Harry and David on Dec 21 for a delivery on Dec 24th .Order #: **********. It never arrived. I called in early Jan and was promised a replacement, it was never sent. I called in mid Jan and was promised a replacement. It was never confirmed though I now see that one was sent on Jan 22nd. I called a few days ago and was told that one would be sent on Jan 27th and that I would get an email confirmation. I did not get any confirmation so, I called again today and was told that one was sent on Jan 22nd and was provided with tracking info. Then I get a customer service survey. It seems that survey is with the singular intention of blaming the last customer service agent for any dissatisfaction. This company is NOT what it used to be and customers should know that it is now part of a big corporation that has much less regard for their customers than the brand that they purchased. Seems they are only interested in blaming the service agents rather than making their customers whole.
Business Response
Date: 01/30/2025
Dear Gareth,

Thank you for being a valued customer. We are very sorry for the inconvenience you've experienced with your order. We have issued a full reimbursement.

We apologize for the inconvenience this has caused.

Sincerely,

**** *.
Harry and David
Enterprise ****************** Specialist
Initial Complaint
Date:01/28/2025
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 ordered 3 coats on 12/7/24, I contacted he business on 1/7 and they assured me it was in the way and they gave me a tracking number, the number doesnt work and I have not received my purchases.
Business Response
Date: 01/30/2025
Thank you for reaching out to us. Upon reviewing the photos you have provided we have determined that we do not sell these products. Please review your complaint and submit to the correct company.
Sincerely,
Harry & David Executive Services
************
Initial Complaint
Date:01/28/2025
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.
My order was missing pieces and they kept giving me the runaround that it was being shipped and it never happens. I want a full refund
Business Response
Date: 01/30/2025
Dear ****,

Thank you for being a valued customer.

We are very sorry for the inconvenience you've experienced with your order. We have issued a full refund of your order. You can expect the credit to be applied within 3-10 business days to the original form of payment methods used when placing the order.

We apologize for the inconvenience this has caused.

Sincerely,

**** *.
Harry and David
Enterprise ****************** Specialist

Customer Answer
Date: 01/30/2025

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:01/27/2025
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.
the amount of money and the delivery date. The delivery date was supposed to be no later than Jan. 6th. 2025. I received a call on 1/22/2025 telling me the product wouldn't be delivered now till sometime in Feb. I am seeking a full refund.
Business Response
Date: 01/28/2025
Dear *****,

Thank you for reaching out to us. We apologize for your experience with us and that your order was not delivered as expected by 1/6/2025. We value your business and understand your disappointment with us. However, our records indicate that your order has now shipped and is expected to arrive on 1/29/2025. We have also issued a full refund back to your original form of payment. Your refund is being processed and may take up to 10 business days for you to receive it and 1-2 billing cycles for it to reflect on our billing statement.
Again, we apologize for any inconvenience this issue may have caused and hope you will continue to shop with us for your gifting needs.

Sincerely,

******* *.
Harry and David
Executive ****************** Enterprise Customer Care
Initial Complaint
Date:01/22/2025
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 December 13 2024 my son ordered a Holiday box of *******************, Product Number: *****X and a bottle of Ros, Product Number: *****X from the online store of Harry and David with a delivery date on or before 12/24/2024. This order was a Christmas Gift for me that I asked him to get for me minus the wine that was a surprise for me. He received an order confirmation email at 2pm after placing the order. On January 6th he asked if I could call because he had not received an order update it was still only confirmed. They needed ID for age confirmation because of the Alcohol (it was not asked for at check out.) I emailed a copy of his ID and mine to customer support. I called back on January 14th I was put on hold for 30mins because I asked why they didn't verify ID before checkout. I called back they said they would replace the items ordered with different items 3 boxes of the Royal Riviera Pears and the new Holiday Ros instead because what he ordered was no longer available. They sent him an apology email and a 20% off coupon when things were already on sale. I called today January 22 2025 2:45pm when they told me the order was canceled and refunded on January 16th. My son didn't receive a cancelation notice or refund notice until today. I have been recommending this business for years to people not knowing that this is what they have to deal with when it comes to customer service. The people I spoke with would only read the script over and over. They're hard to understand, it felt like all they knew was the script and no real problem solving skills. I don't feel that this problem was solved by canceling the order and refunding the money. This was a gift from a son to his mother and disappointment is what was delivered.
Business Response
Date: 01/24/2025
Dear *****,

As per our discussion on the phone today, we are very sorry to hear of your poor customer service experience, particularly that your order was cancelled without consulting first. This is not our standard protocol and was handled inappropriately. I do understand your disappointment and have submitted for approval the gratis gift going to you which you agreed to on the phone. We do appreciate you having been a loyal Harry & David customer and hope to serve you well in the future.

Sincerely,

****** *.
Harry & David
Executive Services
Initial Complaint
Date:01/22/2025
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.
December 17, 2024 $94.48 Packaged was lost. Contacted Harry & David customer service. They said once the package left them they were no responsible. Didn't offer refund or resolution. Said I would have to contact fed ex. I did so and they said it was transferred to ****. Package was never delivered. Harry & David didn't back up their guarantee
Business Response
Date: 01/23/2025
Hello, Thank you for reaching out to us and for making us aware of your experience. We are very sorry that your order was not delivered when you were initially advised and for any inconvenience this has caused. We have always taken pride in providing high quality products and service but regrettably, this is not what you have experienced. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. We have successfully issued a full refund on your order. Your refund is being processed and will be applied to your original form of payment. Please allow up to 10 business days to post with your financial institution. Again, we are very sorry that your orders were not delivered when you initially asked for them to be and for any inconvenience this has caused but we do have tracking numbers for the orders and will still be delivered. We hope to better assist you in the future. ******* *. ******************** Services Specialist Harry & David

Customer Answer
Date: 01/26/2025

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:01/19/2025
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.
My wife purchased a rose plant for my mother in law for Christmas for $***** less that 30 days the plant is almost dead, and when we contacted Harry and David none of the products chosen for replacement were available, and we were offered a refund. When the refund came through is was only $16. I emailed the support mailbox, and was told that they do not give full refunds, and was offered a discount on my next order.
Business Response
Date: 01/20/2025
Dear ****/ *****,

Thank you for reaching out to us. We're very sorry your order was not delivered and for any inconvenience this has caused. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. Upon review of our records, we see that a partial refund was issued today 11/18/2025 and the remaining amount was issued on 1/19/2025. Your refund is being processed and will be applied to your original form of payment we are also waiting on a callback as to where to send the Gratis Gifts. Please allow up to 10 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement. Again, we're very sorry for all of the issues you encountered with your order and for any inconvenience these issues have caused.

We hope to better assist you in the future.

Sincerely,

****** *.
Harry and David
Executive *****************
Customer Answer
Date: 01/20/2025

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:01/18/2025
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 received a spoiled Christmas gift from a friend through Harry and David, and my attempts to obtain a replacement through their customer service have been unsuccessful. Despite being assured that a replacement would be sent, it never arrived. Each subsequent call resulted in an order number and delivery date being provided, but when I reported the package's non-arrival, I was told that the order number was invalid. I find this lack of resolution disconcerting, particularly given the repeated assurances that the replacement had been sent. During my third call, I requested email confirmation of the order number or tracking number, which I was informed would arrive within 24 hours. However, neither the replacement gift confirmation nor the email arrived, and a thorough search of my junk mail did not yield anything. Today was my 5th contact by chat and I requested to speak to a manager, which they said one would definitely call me in 1-2 hours, which no one called again. This experience underscores the need for Harry and David's corporate office to review and rectify their customer service process to ensure that customers receive timely and effective resolutions for product issues.
Business Response
Date: 01/19/2025
Dear ****,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your order. We have always taken pride in providing high quality products and service but regrettably, this is not what you've experienced.

Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. A replacement order was processed on 1/16/25. Your order number is ********** and scheduled to be delivered by 1/23/25. We do not have a tracking number yet, as the order has not shipped.

Again, we apologize for the inconvenience this matter may have caused; and hope to deliver a smile for you soon.

Sincerely,

***** *.
Executive Services
Harry and David
Customer Answer
Date: 01/24/2025

Complaint: 22830590

I am rejecting this response because: To ***** L at ****************** of Harry and David. I am writing to follow up on replacement order number **********, which was scheduled for delivery on 1/23/25 but has not arrived. Despite multiple interactions with your customer service department, resulting in the issuance of several order numbers and delivery dates, the promised replacement package has yet to be received. This ongoing issue has persisted, and I am concerned that a satisfactory resolution has not been forthcoming. I urge you to provide a candid assessment of this situation and clarify whether the spoiled gift product sent in December will be replaced. As a customer, I believe it is your company's ethical responsibility to ensure transparency and accountability in your business practices and to take corrective action when necessary.

Sincerely,

****** *********
Business Response
Date: 01/30/2025
Dear ****,

We are very sorry your gift was not delivered as requested. I have opened Case ID ******* to monitor your order until the delivery is made and will provide updates as they become available.
We are very sorry for the inconvenience this has caused.

Sincerely,

**** *.
Harry and David
Enterprise ****************** Specialist

Customer Answer
Date: 01/30/2025

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:01/17/2025
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.
Order placed on Dec 16 2024 for 1) Classic Christmas Gift Box with ******** Holiday Cookies [value $85.00] to be delivered to ***** ******, ************************************** 2) Classic Pears, Apples, and Cheese Gift Box [value $69.00] to be delivered to ***** *******, ******************************************. Both Gift boxes were delivered to ***** ******* on Dec 20. Called 1/2 dozen times attempting to get this corrected, was told on five different occasions a replacement gift box would be delivered to ***** ******. The last attempt was on Jan 1st when I was told it would take 10 days to 2 weeks to deliver the gift. At this time I was told the original gift box I ordered was no longer available. Another replacement was to have been delivered this week, to date she has never received the gift. Also called today about 4 hours ago and requested to speak to a supervisor, was told a supervisor would call me back in 2 hours - never received a call back. This is truly unacceptable. I have been requested gift be delivered to appropriate address since Christmas - considering this is now mid Jan. I request a full REFUND
Business Response
Date: 01/19/2025
Thank you for contacting us. We sincerely apologize for the experience you had. The full refund has been processed. Thank you.
Customer Answer
Date: 01/19/2025

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.