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.

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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:01/15/2025
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.
On November 21, 2024, I ordered an amaryllis arrangement to be sent to my aunt. It was to be delivered on November 26. ***** noted receiving a label only and it was never delivered though I paid for it. I did not know until today that she never received the flowers. I did 3 chats and tried 2 phone calls. I was disconnected on the chats after they confirmed what their site and ***** already confirmed. They offered to send something else. I chose a Valentine ********** They said it was not available and then said they were sorry for the inconvenience and disconnected again. I tried to chat to ask for reimbursement and they disconnected. On the phone call I could hear people in the background but no one would talk to me.
Business Response
Date: 01/16/2025
Dear ****** *****,

We are so sorry that your amaryllis never arrived to your recipient, and that trying to get a replacement / refund via customer service was challenging. I have refunded the full amount of $104.00. Please allow at least 10 business days to see the refund back on your original form of payment via *******

Best Regards,

****** *.
Harry & David ******************
Initial Complaint
Date:01/15/2025
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 placed an order with Harry and David for Christmas. I ordered 2 gift baskets, one was Holiday Sweet Treats ordered on 12/19/24 and the other was Meat and Cheese Sleigh Gift ordered on the same day. I was given the following information : Order #: ********** will be delivered via ***** by 12/24/24. I paid a total of $146.56 One part of the order, Holiday Sweet Treats , was delivered to my brother in ******* on 12/22/24 at 1:16pm. This gift basket was $34.99 and it was 50% off. The other part of my order, Meat and Cheese Sleigh Gift, never arrived at it's destination. This gift basket was $$79.99 and there was no discount. I also paid $39.98 for shipping. I called customer service on 12/29/24 to ask where my second gift basket was, because it had never been delivered. According to *****, it was never received from the vendor. I was told that they would send a replacement gift basket that would arrive by 12/31.24. Again, this gift basket was never shipped or received by my father. Today 01/15/25, I called customer service again to ask where the shipment is. They claimed to not know, and could not give me any other information. I asked for a refund and they said I already got one (a lie), and when I said that was absolutely not true, they told me they couldn't find my credit card information. This is astounding to me. A huge corporation like Harry and David/ 1-800-Flowers just blatantly lying to it's customers to avoid a $90 refund. Unreal. I feel I have no other recourse that to file this complaint in hopes that others do not have to be subjected to this treatment in the future. So now my father never got his Christmas gift and I am out almost $100 for a gift that was never even shipped by this company.
Business Response
Date: 01/16/2025
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 initially asked for it to be 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 all of your orders. 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: 01/18/2025

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.
I appreciate the willingness to resolve this problem, but hope in the future it does not take going to the BBB to get a resolution.

Sincerely,

********* ******
Initial Complaint
Date:01/15/2025
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 ordered a gift for delivery to my daughter's home, 130 miles away. I paid $43.00 for expedited delivery by 01/08/25. My daughter informed me on 01/14/25 her gift was still not delivered. Harry and David had both my phone number and email address but did not call or send any notice of the failed delivery. On 01/14/25 I called Harry and David and was put on hold for over 9 minutes by someone with a foreign accent who I could not understand until after 30 minutes of trying. They did not offer a refund of my expedited delivery fee until after I asked for it. 24 hours later I still have not received confirmation of my refund.
Business Response
Date: 01/20/2025
Dear David,

Thank you for reaching out to us. We're very sorry your order was delivered late 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 refund was issued for the full shipping charge on 1/15/2025. 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'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 Priority Services
Customer Answer
Date: 01/20/2025

Complaint: 22815181

I am rejecting this response because it incorrectly identifies my complaint.
My item was a birthday gift to my daughter. I paid the expedited delivery fee for delivery of that gift by her birthday and was promised delivery no later than January 8, 2025. I'm not asking for additional compensation beyond the refund of expedited delivery fee that I have received. My rejection of the response is because Harry & David has not acknowledged their failure to provide notice that the package was not delivered on time.
My complaint is twofold:
(a) Harry & David did not notify me that they failed to deliver the gift on time. I discovered the failed delivery six days after the promised delivery date when I called my daughter and found that the gift still not been delivered.
(b) When I contacted Harry & David they did not even offer to refund the expedited delivery fee until I asked them for the refund, was put on hold far too long, and waiting for approval of the refund.
All I want is for Harry & David to acknowledge that they dropped the ball on both A and B above. Hopefully, they will improve their system to provide timely notification of failed deliveries and automatic refunds of unearned expedited delivery fees.
Sincerely,

David ****
Initial Complaint
Date:01/14/2025
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 purchased a 3 month "fruit of the month" subscription for my sister for Christmas from Harry and David.The first basket arrived with 4 inedible and completely rotten pears. I reached out to customer service and they offered for me to PAY THEM an extra $54.99 to replace the rotten pears.
Business Response
Date: 01/15/2025
Dear *******,

Thank you for reaching out to us. We are very sorry for the quality issue that occurred with your order for ********.
We have replaced your order with a comparable product *****x- Deluxe Favorites gift basket to arrive as soon as possible at no additional cost to you.
Again, we apologize for the quality issue and please let us know if we can be of further assistance.

Sincerely,
Matt. R
Enterprise Executive Services
Customer Answer
Date: 01/24/2025
The company has not followed through on their promise to send a comparable product
Business Response
Date: 01/26/2025
Dear *******,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with replacement 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. Your order was processed a full refund for the bad fruit you received. Unfortunately, this is not what was promised to you. We are also processing the Deluxe Favorite Gift Basket that you were promised. Your refund will be processed and returned to your original form of payment within 7-10 business days. Your replacement should arrive within 7 business days.
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
Initial Complaint
Date:01/11/2025
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.
Got a gift of pears that arrived covered in mold. They said they would send a replacement. It arrived today and took 9 days from **** to ******** and came bruised beyond the point where you can eat them. They take forever to answer your phone or chat and when you ask to talk to a manager they just put you on the phone over 20 minutes until you finally give up. Worst product and even worse customer service.
Business Response
Date: 01/15/2025
Dear ******,

Thank you for reaching out to us. We're very sorry your order was delivered with quality issues. Per our phone conversation I have sent out a re-delivery with the new item as Dried Fruit Tray. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry.
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 Priority Services
Initial Complaint
Date:01/11/2025
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.
On December 11, 2023, my mother placed an order with Harry and David for $143 as a gift for me and my husband. The order included a steak meal for two, baked potatoes, and cheesecake. Despite multiple attempts to resolve the situation, the order arrived spoiled due to significant delivery delays, and Harry and David have refused to issue the refund they promised multiple times. The order shipped on December 16, with delivery promised by December 21. However, ***** delayed delivery until December 23. During this time: - ***** falsely claimed no one was home on December 18, though we were, and no door tag was left. - On December 19, ***** stated the package required no signature and would arrive, but it did not. - On December 20, ***** again failed to deliver, despite being near our house. The package was finally delivered on December 23, left at the end of our road instead of at our house. It was clearly marked as perishable, but the contents were spoiled upon arrival (photos available). Throughout this ordeal, Harry and Davids customer service was difficult to reach, slow to respond, and inconsistent. On December 21, a representative promised a refund if delivery failed. After delivery was delayed again, another representative on December 22 assured my mother the refund would be processed. However, a separate representative later stated no refund would be issued. Attempts to file a claim with ***** were denied, as they stated Harry and David (as the shipper) declined to authorize claims. Given the ruined product, poor service, and unfulfilled refund promises, I am requesting Harry and David immediately process a full refund of $143. This experience has caused significant frustration and disappointment, and their refusal to resolve the issue is unacceptable. I look forward to a prompt resolution.
Business Response
Date: 01/11/2025
Dear ********,

We are very sorry for the issues you have experienced with your order, with multiple failed attempts at delivery which finally arrived spoiled. It is our policy to replace or refund when such a situation occurs. Our profuse apologies that did not occur as it should have with your request for a refund. We have refunded this order in full as of today's date. Please allow up to 10 business days for the refund to return to the original form of payment.

Best regards,

****** *.
Harry & David
Executive Services
Customer Answer
Date: 01/16/2025

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:01/10/2025
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 have a upgraged passport membership with benefits that include free greeting cards shipped with the gifts. ***** website will never recognize the upgraded ********** membership and keeps charging me for the cards. Please fix your website
Business Response
Date: 01/12/2025
Dear ******,

Thank you for reaching out to us.
We are excited to have you as part of our Celebrations Passport membership with Giftastic benefits.
We offer premium printed greeting cards as an add-on to your order. If this add-on is available for the order, Giftastic members will see the option for a free card at checkout. You can find all the rewards program answers on our website. Please scroll to the bottom of our website and click into Site Map. From there you will go to the bottom of the page under ***************** Programs. Click into Celebrations Passport and you will see Ways to Earn Points, the different tiers and their rewards. To better explain and answer questions regarding your rewards, continue to scroll down to Our Rewards Program Frequently Asked Questions by Category. Here you will find many answers to your questions about our rewards.
Please let us know, if you have any further questions or concerns.
Sincerely,
***** *.
Executive Priority Services
***************
Initial Complaint
Date:01/09/2025
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 placed an online order with Harry & David on 12/5/24. I received part of the order on 12/8/24. Since then, I have been in contact with Harry & David customer service via online chat x4, iMessage x4, and telephone x2 attempting to get the remainder of the products I purchased. Every customer service **** I encountered guaranteed me that I would receive the balance of my order asap. Two customer **** even told me they "reordered" my original order. But I have not received anything else. I just want what I ordered. For more than thirty (30) days I have been trying to get the balance of my order and I have received nothing but empty promises. It shouldn't be so hard to get one (1) tin of Peppermint Bark and one (1) order of Holiday Chocolate-Covered Mixed Fruit. I realize it is a small order, but it was intended to go to family in ****** so it is important to me. I have purchased Harry & David products for years. I send Harry & David gifts to my clients every year at Christmas and have never had a problem, so it is out of character for them. I am at a dead-end and asking the BBB to help me get what I ordered. Thank you.
Business Response
Date: 01/10/2025
Dear ****,
Thank you for contacting us regarding your order. I would like to first offer my sincerest apologies to you. You placed an order with us expecting it to be delivered on time and we let you down.

Unfortunately, these items are no longer available. We have fully refunded your order for the missing items. Your refund will return to the original form of payment within 10 business days. As an added apology, we are sending you a 20% off discount to be used on a future order.

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

Sincerely,

***** *.
Executive Priority
Harry and David
Customer Answer
Date: 01/14/2025

Complaint: 22788820

I am rejecting this response because:
I am entitled to more than a dismissive canned response that they are sincerely sorry they let me down. I took the time to detail my experiences trying to get the products I paid for. I expected an explanation. But their response was unsatisfactory. They did not explain why my order and payment were accepted if the products were unavailable. Did not explain why the many customer service **** I spoke with did not once tell me the products were unavailable. Did not explain why none of the customer service **** offered a refund if the products were unavailable. Did not explain why multiple customer service **** repeatedly provided bogus reassurances my order was on its way asap. Did not explain why multiple customer service **** told me they were reordering my order if the products were unavailable. I would have hoped Harry & David would have acknowledged the atrocious customer service I received with assurances they would investigate. But based upon the disingenuous response I received; my concerns were not taken seriously.
Sincerely,

**** *****
Initial Complaint
Date:01/08/2025
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.
11/14/24 Ordered Grand Evergreen Centerpiece with Flameless Candles. My stepmother is not well, and is grieving loss of her husband. I wanted her to receive centerpiece early in season as she is not well enough to decorate for holiday.12/5/24 Received damaged centerpiece...container missing 2 legs, 2 candles smashed.12/5/24 (evening) I called H&D (spoke w/ Regelyn) to report damaged item....was told another centerpiece would be sent. I asked for the order/confirmation number...was told numbers would be same as original order. I questioned how numbers could be the same if it was a different order. I never received updated email about if/when it would be shipped.12/13/24 I called to check status...was told there was no record of my call on 12/5. We, again, arranged for centerpiece to be shipped. After very long call, I was told recipient would not receive order until Dec 24. I asked if it could be expedited because intent of gift was to enjoy it for the month of Dec...not one day before Christmas....was told it was not possible. I cancelled entire order & asked for refund...was told refund was submitted into the system. (I then called a local florist & ordered a different gift.)12/26/24 1:15 pm Have not received refund nor email/ correspondence about refund. I, again, called H&D to check status. ******** told me refund had not been processed because refund amount was not listed. He said he took care of it and I would receive a confirmation email within 1-2 hours. I asked to speak with a manager just to verify that the matter was, indeed, processed correctly. No manager available to speak with, but was told he/she would call me. I never received the promised confirmation nor a call. The email that WAS sent was just a copy of my original order on 11/14. 12/26/24 3:30 pm I have been trying to contact someone at H&D, there is no way to speak with anyone. I am requesting $93.27 be credited to credit card & a confirmation email that it is in process.
Customer Answer
Date: 01/08/2025
I have received my reimbursement from Harry and David. I am satisfied with the result of my disputed claim. Thank you
Initial Complaint
Date:01/08/2025
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 an annual Christmas gift of H&D pears and apples. The pears were in varying stages of rottenness and decay, so I that day phoned H&D ************** A replacement box was shipped to me and arrived on Dec 31......the fruit was even more rotten and decayed than the first box, so that day I reported the bad news yet again to H&D ************* (Case # ************. On both calls, I offered to send a photo of the rotten/decayed pears but was told that would not be necessary. On Jan 7, the next replacement box arrived. Good news.....the pears were not rotten and decayed. Bad news...the pears were bruised badly and definitely overripe, not edible. That same day, I phoned H&D ************* to report that the THIRD box of fruit was of unacceptable quality. I don't know if the agent hung up on me or if the call was accidentally disconnected, but no one called me back. I have ordered fruit from, and received gift boxes from, H&D over at least 30 years and have never had an issue of any sort until the quality issues reported now. NOTE: I have tried to upload a photo but the image size exceeds 5 MB.
Business Response
Date: 01/09/2025
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 services 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. Please let us know if you would like for us to reach out to the customer on the order to discuss any other resolutions that might be available.

Again, please accept our sincerest apologies for any inconvenience this has caused, we hope to better assist you in the future.

Sincerely,

******* *.
Harry and David
Executive *****************
Customer Answer
Date: 01/10/2025

Complaint: 22783862

I am rejecting this response because: As I instructed Harry & David's "******* *." when he phoned me
last night, I do not want H&D to contact the friends who placed the gift order.....as it would greatly upset them to
know of the issue of rotten and decayed fruit. ******* *. told me that H&D's "system" would not allow any other recourse
for my problem. His response seemed very "canned," as he said it over and over again.

Sincerely,

N ******
Business Response
Date: 01/18/2025
Hello,

Thank you for reaching out to us and for making us aware of your experience. We are very sorry for the quality of fruit you have received and for any inconvenience this has caused. Please be assured that this issue is currently being looked into as this is never the experience we strive for you to have. Per your request, we have successfully issued a replacement, at no additional cost to the customer, and have scheduled delivery for as soon as possible. Your new replacement order is scheduled to be delivered by January 29, 2025.

Again, we are very sorry for the quality of fruit you have received and for any inconvenience this has caused. We hope to better assist you in the future.

Sincerely,

****** *.
Enterprise ****************** Specialist
Harry & David
Customer Answer
Date: 01/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this offer of a ***lacement is satisfactory to me....EXCEPT that I do not want more fruit from this company, given the unhealthy condition of three boxes heretofore. I would be reluctant to eat fruit from this company! Several weeks ago, a H&D *** offered to ***lace my rotten fruit orders with the 50 ct dark truffles that would not be subject to spoilage. Please passalong this request to H&D.
PLEASE NOTE: I am glad that H&D's *** ****** W has offered a more reasonable resolution than that of their prior *** ******* *.
Sincerely,

N ******

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Harry & David is NOT a BBB Accredited Business.