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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:12/31/2024

      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.
      On 12/5 a placed an order for $112.18 and paid on my Discover card. They placed an authorization on the charge that day and then charged my card on 12/14 when order was placed, however, my Discover card is still showing the $112.18 due. Harry and David did not do this correctly and therefore the balance due is incorrect and they are not willing to correct the charge.

      Business Response

      Date: 01/03/2025

      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.  

      A full refund was processed on the order as of 1/1/2025. Your refund will be processed and returned to the original form of payment within 7-10 business days. If you still see any charges on your bank statement you will have to reach out to your financial institution as we have a $0 balance on your order. 

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

    • Initial Complaint

      Date:12/31/2024

      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.
      I ordered two eeeks ahead of Christmas and they promised Christmas Eve delivery. They failed and tracking order was vague. After a long time on hold with someone with poor English skills I was told they would deliver New Years Day. Eight days late. I asked for price adjustment and they offered 20% but no email confirmation for at least 24 hours. And 20% does not fix the problem of missing Christmas and causing disappointment for sender and receiver. I see these are common complaints so they are consistently overpromising and under delivering

      Business Response

      Date: 01/05/2025

      Dear ******,

       

      Thank you for reaching out to us. We sincerely apologize for your experience with delivering a smile to your loved one for the holidays. We value your business with us and understand your disappointment. However, we have processed an upgraded replacement to arrive by 1/15/2025, at no additional cost to you. We are also sending an apology letter to the recipient to arrive via U.S mail.

      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:12/30/2024

      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 received as gift a Pear fruit box from Harry & David, that was sent to me by one of my friends. Unfortunately, all of the Pears in the box were rotten with fungus when we received them. So I called Harry & David's customer service and they said they would send me a replacement fruit box. They even gave me an order number ********** Unfortunately, Harry & David have not sent any replacement at all. Every time I called they just promised "don't worry we will send you a replacement" and even gave a delivery date, but all of that as it turns out was/is totally bogus-- they haven't sent any replacement product at all even after multiple calls I made. At this point I have called Harry & David customer service 3 times and each time they gave a different delivery date, never actually sent anything:* My call on December 16, 2024, they said the replacement will be delivered 12/24/2025 * My call on December 26, 2024, they said the replacement will be delivered 12/30/2025 * My call on December 30, 2024, they said the replacement will be delivered 01/03/2025 I would like to receive the replacement Pears box, please.

      Business Response

      Date: 12/31/2024

      Dear Bina,

      Thank you for reaching out to us. I am very sorry that you have not received your replacement order. The replacement has been shipped and is set to arrive on 1/2/25 and the estimated delivery time is between 10:50 AM and 2:50 PM per ****** As these replies are public, I will not include the tracking number here but if you would like to get the tracking number please don't hesitate to call us. Thank you.

      Sincerely,

      ******** *.
      Harry & David
      Executive Services

      Customer Answer

      Date: 01/06/2025

       
      Better Business Bureau:

      Thank you Better Business Bureau! I am convinced that without your help Harry & David would never have provided the replacement product. 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:12/30/2024

      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 12/14 I ordered 4 separate gift baskets. one for $131.97, one for $87.72, one for $89.88 and one for $87.10. Delivery was committed for 12/24 or before. The baskets were never received and on the website they do not show as shipped. I called the company to try to rectify and after being on hold for 20 minutes I was told they do not see the order. My credit card was charged. I will be filing a dispute with my *********** I am very upset and want an apology from the company and assurance they will credit back my credit card.

      Business Response

      Date: 12/31/2024

      Dear ***,

      Thank you for reaching out to us. I am very sorry that your orders were not delivered, and for the difficulties you had with customer service. I have cancelled and refunded the orders for a total refund of $396.67. Please allow up to 10 business days for the refunds to post with your financial institution. Thank you.

      Sincerely,

      ******** *.
      Harry & David
      Executive Services

      Customer Answer

      Date: 12/31/2024

       
      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. Please let the company know I also filed disputes with my credit card company.

      Sincerely,

      *** *****

    • Initial Complaint

      Date:12/29/2024

      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.
      On April 25, 2024, I ordered 2 organic fruit of the month club packages for a total of 24 monthly fruit deliveries. The total cost was $864.98. The first 5 months of fruit (10 fruit deliveries) was received as expected. Then we did not receive anymore fruit deliveries. On December 6, 2024, I called Harry & David and after a very long wait on hold, the agent told me she would refund me for the 3 months of fruit (6 fruit deliveries), The agent did not understand English and could not add in English to get the number 6. When I asked her how many fruit orders I wanted refunded, she said four (Six was the correct answer.) Instead of refunding me for the fruit I did not receive, she cancelled all upcoming orders. I received no refund. I called Harry & David again and the agent told me that even though it was an agents error, Harry & David could not reinstate my order. This agent told me I would receive a refund for all the fruit I didnt receive in 10 business days. I never received any refund. Also there was no ability to speak to a supervisor or to receive written confirmation of the call with the agent. Also no ability to provide feedback on the agent. I am requesting $519.70 back for 7 months of fruit (14 fruit orders). I had been ordering fruit from Harry& David for years with no issues.

      Business Response

      Date: 01/05/2025

      Dear ***,

       

      Thank you for reaching out to us. We sincerely apologize for your experience with your Fruit of the Month Clubs and that the refund you requested was not issued. We value your business with us and understand your disappointment. However, we are processing your refund for the remaining shipments that have not been delivered. Your refund will be processed back to your original form of payment and may take up to 10 business days for you to receive it and 1-2 billing cycles for it to reflect on your 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

      Customer Answer

      Date: 01/06/2025

       
      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:12/29/2024

      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 ordered an I rEm and cookies treat package to be sent to ******* **** in ******* due December 18.I have called and wruyen extensively and called Cherylls cookies who hung up. Its lost I was told or cant be found. I was told ** get a delivery email, but I didnt, I have a copy of the ticket.

      Business Response

      Date: 12/29/2024

      Dear *********,

      We are reaching out to you regarding your order ********* for ******* ****. We are sorry this order was not delivered by the carrier. We contacted ***** and they have marked this package as lost. 

      As per your request, we issued a full refund in the amount of $ ****** that will be credited to your method of payment in the next 10 business days. Additionally, we sent you a $15 Savings Pass via email, this is good for one year.

      We apologize for the inconvenience. Please contact us if you have further questions or concerns regarding this order.

      Sincerely,

      ***** *.
      Harry and David
      **************************** Enterprise Customer Care

       

       

       

    • Initial Complaint

      Date:12/28/2024

      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.
      I placed an order on 11/30/24 for a coworker to be delivered on or before 12/23/24. As of 730 pm on 12/23 it had not been delivered. I phoned customer service and was told it was an error and I would receive a 25% credit to this order , same discount on a future order and that item would be delivered by noon on 12/24/24. It is now 12/28/24 and item still not delivered. I have phone multiple times requesting a refund- each time I am told something different. On one occasion today I was told the payment did not go through on 11/30 however I have receipt documenting it did. When I explained that to the representative he said - oh yes I see that now. I have repeatedly asked for a refund of the order - $120.14. The exact amount I paid. There is a significant language barrier with the representatives and I still have not been able to confirm the refund only that theyre sending me a coupon (which I do not want or need)

      Business Response

      Date: 12/28/2024

      Apologized to customer via email that item did not arrive for Christmas and for customer service challenges. Explained that the order shows it was authorized on 11/30/24 for $120.14 which drops off. It was actually charged on 12/25/24 in the amount of $119.08, and soon after a refund was processed for that same amount, $119.08. It can take up to 10 business days to see that refunded back to the original form of payment. Customer has now been fully refunded for order. Also sent email offering a discount code as further apology.

      Customer Answer

      Date: 12/28/2024

       
      This response is fabricated- I NEVER received any response via phone call or email until anfter the response was posted here. The explanation of charges make no rational sense. They state they refunded my charge from 11/30 and then rebilled for an alternate amount AFTER the item was to be delivered? My original order was placed 11/30/24- no business holds a charge a month! There is no pending record as to refund. I will wait to see if that actually clears the bank. This has been absolutely terrible customer service. There has been NO proactive communication from the company about these issues. I have ordered at least once / year for 17 years. Obviously something In the companys structure has changed. Again I received no email until after I was notified of response from this website despite my efforts to discuss with someone since 12/23.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:12/28/2024

      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.
      Was chatting with customer service about a refund on an order I couldnt receive help with to deliver on time and arrived late. Checked back in refund that didnt post and noticed another order I never placed. Asked what second order was and was told they cant answer that and to call a number. I asked again and was told the same. Someones order is on my account I did not place to a family member and Im not getting any help and it seems fraudulent.

      Business Response

      Date: 12/31/2024

      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. A full refund was processed on the order as of 12/27/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days. 

      We also see that this original gift was delivered on 12/27/2024 and was signed for by the recipient. 

      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: 12/31/2024

       
      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:12/27/2024

      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 ordered thanksgiving dinner from Harry&David to be delivered 2 days before thanksgiving and was never delivered. Today 2 days after Christmas they're trying to charge my card after I cancelled the order day after thanksgiving. No one can seem to help me through their customers service number. The operator can hardly speak English and kept asking me to repeat myself. I think this is a ploy to frustrate customers into hanging up. Fair warning do not order from Harry&David online you'll go through h*** and back trying to get a refund.

      Business Response

      Date: 12/28/2024

      Apologized to customer via email that items did not arrive for Thanksgiving and for customer service challenges. Explained that the order was billed on 12/26/24 for $467.76, and then immediately refunded on 12/27/24 in the amount of $409.27. The remainder of $58.49 was for the item of Entertaining Appetizer Assortment that did arrive. We have now refunded that amount of $58.49 on 12/28/24. Customer has now been fully refunded for order. Also sent email offering a discount as further apology.

    • Initial Complaint

      Date:12/27/2024

      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 placed an order on December 20, 2024 for the Royal Riviera Pears - Family Affair box. I bought this box for my family and myself to enjoy. The box was supposed to have 12 large pears. When delivered, the box had 16 mini pears. My family including myself agree that these small pears do not taste the same as the large pears. I called customer service and they told me they were going to send a replacement. The box was delivered WRONG (AGAIN) today with the same 16 mini pears. I called customer service and they said that they are out of stock of the Family Affair box and that is why I recieved 16 mini pears. I asked if they would replace the box with a lesser value "The Favorite Box." They told me "no." That is unacceptable. If my item I wanted was out of stock they should have refunded me my money or asked me to choose a different box that I would enjoy. Instead both times I recieved the wrong box and they will not recitfy the situation. These mini pears do not taste the same as the large juicy pears, which is what I originally ordered. Per Harry & David's website they have a "Guarentee" that states, "You and those who recieve your gifts must be delighted, or we'll make it right with either an appropriate replacement or refund. Always." I have not recieved an "appropriate replacement" of my original box OR the second box that was delivered. I therefore ask for either a replacement of "The Favorite" box or a refund.

      Business Response

      Date: 12/28/2024

      Dear ****, 

       

       

      Thank you for reaching out to us. I am very sorry I am very sorry the item delivered was not what you intended and for the poor customer service you have received with your order. This is not the experience we want you to have, and we want to do everything we can to make this right. 

       

      As per your request, we have issued a full refund of 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 to your financial institution.  

       

      Again, we apologize for any inconvenience this may have caused and hope to better assist you in the future. 

       

      Sincerely, 

       

      ******* *. 

      Harry and David 

      Executive Services 

      Customer Answer

      Date: 12/28/2024

       
      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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