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:12/27/2024
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 ordered Frosty the Snowplant as a gift to my ailing grandmother. The order was placed on December 5th for delivery on December 11th. The order was not delivered until December 23rd, left on a porch in the freezing cold and as you can imagine since the order sat on the back of a Fed Ex truck for 2 weeks, it was dead. And the chocolates that were supposed to be a part of the gift were missing. There was no card either so our poor confused grandmother had no idea who to call. So she now has a very dead plant as a gift - how completely awful. The item plus delivery cost me $65.86. I want a complete refund for this incompetence.
Business Response
Date: 12/28/2024
Dear ******,
Thank you for reaching out to us. I am very sorry that your order was delivered late and in that condition, and for any other inconveniences this may have caused you. I see a replacement order has been set up, but we have also issued a full refund as further apology. Please allow up to 10 business days for the refund to post with your financial institution.
Sincerely,
******** *.
***************
Executive Services
Initial Complaint
Date:12/27/2024
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.
Ordered on DEc 13 with delivery promised by no later than Dec19/20.Still not ddlivered as of 12/27. Have spent over 3 hours on the phone trying to resolve the problem to no avail.
Business Response
Date: 12/28/2024
Dear *******,

Thank you for reaching out to us. We sincerely apologize that your orders were not delivered as expected and for the experience you've encountered while trying to resolve this matter. However, as discussed, we have processed replacement for the orders that were not delivered and they are scheduled to arrive by 1/7/2024. We have also issued a 50% partial refund on the orders that were not delivered. Your refund is being 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: 12/29/2024

Complaint: 22735781

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:12/26/2024
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.
On December 4th, 2024 I placed an order to be delivered by December 20th. On December 22nd, it had still not been delivered. It hadn't even shipped. I called customer service and was told the sparkling pear juice was region locked for *******, and that's why the entire order was not shipped. I was never notified of that. I told them to cancel the pear juice. He said he did. My entire order was cancelled, but there was a new charge for ***** on my card statement. There is no order on my account and no explanation as to why I was charged. **************** is hard to reach and doesn't understand.
Business Response
Date: 12/27/2024
.
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 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. We have processed a full refund for you. Your refund will be processed and returned to your original form of payment within 7-10 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
Customer Answer
Date: 01/02/2025

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:12/26/2024
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.
Ordered on Dec 13, 2024:Per/Coasters and Holiday glass Product Number: *****X It was supposed to be a wine bottle, 2 glasses, and 2 personalized coasters. The recipient notified me on 12/19 that it was delivered but there were NO COASTERS in the box. I called Harry and David and tried to do a chat as well, getting 2 different excuses. Waited almost an hour to speak with someone. First they claimed NY state cant receive wine- which is false because the wine was delivered, just not the coasters. They kept sayingdont worry in a condescending tone and that they will be reshipped on 12/22 and arrive by 12/24. Well it is now 12/26 and there are no coasters. I never received a shipping confirmation either which is what was supposed to happen according to the agent. I spent $110.93 on this gift for my family member to get for Christmas and they did not receive the personalized items I paid for. I have now been on hold waiting 42 minutes and no agent available and the chat agent disappeared for 20 minutes after saying "one moment please." This is all completely unacceptable and I demand a full refund! it is obvious there is no intention of sending the product. This is FRAUD.
Business Response
Date: 12/27/2024

Dear Alena,

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 and we let you down.

We value our customers and strive to deliver smiles with each order. Unfortunately, this is not what you have experienced. We have fully refunded your order. Your refund will return to the original form of payment within 10 business days.
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: 12/27/2024

Complaint: 22734230

I am rejecting this response because:
I need confirmation via email or other written means that the refund is being processed . I do not believe anything this company says because they have already lied to me on several occasions. Not only do I deserve a refund but my family member deserves to receive the coasters that I spent time and effort personalizing on the Harry and David website. The amount of time and energy and emotional anguish this entire issue has caused me is astronomical and I am deeply disappointed in Harry and David for not making it right. Please make it right.

Sincerely,

***** **********
Customer Answer
Date: 01/15/2025
I received a refund which is fine but I would have preferred the product in question.
Initial Complaint
Date:12/26/2024
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 placed an order on 12/3/24 to be delivered on 12/12/24 and I was charged on 12/6/24 but the order was never sent because they needed the recipients date of birth but nobody ever reached out to me to inform me of this, they just ignored the order and everytime I called them, I could not reach anyone. Finally, after I held for 20 minutes I reached a *** who only knew how to say umm and then she hung up on me so I called back and waited another 20 minutes and spoke to yet another very rude person and when I asked him why nobody reached out to me about this, he got made at me seriously, I am the customer and this company charged me and never sent my order nor were they even planning on sending it out. Finally I reached a woman who acted like she cared and said that she resolved the issues and that the order would be delivered on 12/23/24 but it never was and then the order was marked canceled but no refund was given. I also told this *** about the two previous ***s and how rude they were and she said oh well you know we are busy right now, so that ******** a company to be rude to their customers, seriously!! I want my money back now!! Will never do business with this rude company again!
Business Response
Date: 12/27/2024
Dear ******,
Thank you for reaching out to us. I am very sorry that your order was not delivered, and for your experience with our customer service. I have cancelled the order and issued a full refund as requested. Please allow up to 10 business days for the refund to post with your financial institution. Thank you.
Sincerely,
******** *.
Harry & David
Executive Services
Initial Complaint
Date:12/26/2024
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 bought 2 Christmas baskets to give as gifts to 2 customers. I bought them on December 13th with guaranteed delivery by December 24th. Today is December 26th. So far none of my orders have been delivered. One of them hasn't even been shipped yet. It makes no sense for a Christmas gift to be delivered after Christmas. They don't answer the phone. I've been on hold for over 2 hours. They also don't answer the chat. It's impossible to talk to them. This company should be banned.
Business Response
Date: 12/27/2024
Dear *******,

Thank you for reaching out to us. We apologize for the issues you have encountered with your order.

We value our customers and strive to deliver a smile with every order. One of your orders with the delivery date of 12/24/24 was delivered on 12/26/24. The other item has not delivered yet due to having a delivery date of 1/9/25. You will receive tracking information for this order once it has shipped.

Again, we apologize for the inconvenience this matter has caused; and hope to hear from you soon.

Sincerely,

***** *.
Executive Services
Harry and David
Customer Answer
Date: 12/27/2024

Complaint: 22731376

I am rejecting this response because:

I bought it as a Christmas gift guaranteed deliver by 12/24, and doesnt make sense my gift delivered 15 days after Christmas. They said me at customer service if I want it delivered by 27 I would need to pay a extra fee. This is ridiculous!

Sincerely,

******* *********
Business Response
Date: 01/19/2025
Dear *******,

Thank you for reaching out to us.
Both your orders have been delivered and you have been given a refund. Your second order had not been charged before the refund. The amount was automatically deducted from the authorization charge. The only amount that should have shown on your account is an authorization charge, which dropped off after 5 business days.
We apologize for the inconvenience this matter may have caused.
Sincerely,
***** *.
Harry and David
Executive Services

Customer Answer
Date: 01/21/2025

Complaint: 22731376

I am rejecting this response because: I didn't received any refund

Sincerely,

******* *********
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 orders. We have issued a full refund for your order. The second order was only authorized and was not billed.

We apologize for the inconvenience this has caused.

Sincerely,

**** *.
Harry and David
Enterprise ****************** Specialist
Customer Answer
Date: 01/30/2025

Complaint: 22731376

I am rejecting this response because:

I never received a refund. I paid for both orders. I spoke to the customer service representative on chat. He assured me that the order had been canceled. I bought another basket from another company and 15 days later my customer received the horrible basket from ****** David. I paid for 2 baskets. This company's customer service is horrible. They have no respect for their customers. They ruined my relationship with my customer. I just wanted to give my customer a Christmas present. Not a Mid-January present. This company should close down.

Sincerely,

******* *********
Initial Complaint
Date:12/24/2024
Type:Customer Service 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.
Harry & David promised a guarantee delivery of 12/24 on all orders. I made an order W01005924059952 order number to be sent to broken arrow OK on 12/9 and Harry & David has yet to deliver on their promise. I am looking for expedited delivery plus a full refund for breaking their promise as advertised. I have reached out to the merchant via email and have yet to receive delivery nor a response.
Business Response
Date: 12/27/2024
Dear *******,
Thank you for reaching out to us. I am very sorry your order was not delivered and for any other inconvenience this may have caused. I have issued a replacement to be delivered on 12/31/24. I have also issued a refund for this item. Please allow up to 10 business days for the refund to be issued to your financial institution. Thank you.

Sincerely,
******** *.
Harry & David
Executive Services
Customer Answer
Date: 12/27/2024

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:12/24/2024
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 placed my order on 12/16/24 and paid extra to have it delivered 12/19/24. It wasnt delivered 12/19/24. On 12/20/24 I used the chat feature on their website to inquire about my order. They werent able to help me, so they gave me a phone number to contact. I completed a survey and gave them 0 on everything and they said someone will reach out. No one reached out to me. That same day, I called the number and spoke to someone at customer service and they changed the delivery date to 12/21/24. She said they would refund me 50% of my shipping charges, but when I received the updated email it was the same price. My basket was not delivered on 12/21/24. I received a text on 12/21/24 saying my order will be delivered on 12/24/24. On either 12/21/24 or 12/22,24 one bottle of wine from the basket got delivered. It was never disclosed that items would be delivered separately. This ruined the surprise and ruined the gift. It is now 12/24/24 (Christmas Eve) and the remaining Items have not been delivered, nor do they say they have been shipped. I called customer service once again as I just found out the surprise was ruined and items dont say shipped. I waited on hold for about an hour to speak with a manager and they hung up on me. I am working, I don't have hours to spend waiting on hold with them just for them to do nothing and hang up on me. **************** is incompetent and does nothing to make this situation right. Harry & David shouldn't promise delivery times that they can not meet and refuse to make the situation right. They have been through plenty holiday seasons and should know what delivery times they can commit to by now. This is the worst experience I have ever endured from any business and am shocked that they are still in business.
Business Response
Date: 12/27/2024
Dear ******,
Thank you for reaching out to us, and thank you for speaking with me on the phone today. Again, I am very sorry that your order was delivered incorrectly and for any other inconveniences this may have caused. I have issued a full refund as discussed. Please allow up to 10 business days for the refund to post with your financial institution. Thank you.
Sincerely,
******** *.
Harry & David
Executive Services
Initial Complaint
Date:12/24/2024
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.
On December 1, 2024 I ordered from Harry and David (on my regular account) fresh pears as a holiday gift for my sister. I chose a delivery date of 12/20. The item did not arrive. I called their customer service and spoke to a woman who said that there was a new delivery date of 12/23. Today is 12/24NO DELIVERY. I called again and spoke to a guy who said payment info was incorrect, theyd sent me an email (which I never received)), so the order was cancelled. I asked if he has record of my call on 12/20 and, if so, why wasnt I asked about correcting the payment info at that time. He said he had NO RECORD of my 12/21 call. He kept telling me it was my fault because I didnt answer the email. He said I could reorder with a 25% discount and pay full shipping. I said, NO, I want a full replacement sent immediately AT NO COST TO ME. He went back to the you didnt answer the email c*** I told him I wanted to speak to a supervisor and he LAUGHED and said a supervisor would only tell me the same thing. He said hed go ahead with the cancellation and I would get my money back in 7-10 days.
Business Response
Date: 12/27/2024
Dear **********,
Thank you for reaching out to us. I apologize for any inconvenience this may have caused you and that your order was not delivered. The order was not able to be shipped as we were not able to obtain authorization or approval from your financial institution for the charge and susbsequently had to cancel the order as we were unable to obtain a new payment method. As the order was never charged, we are unable to process a replacement.

Sincerely,
******** *.
Harry & David
Executive Services
Customer Answer
Date: 12/27/2024

Complaint: 22728549
I am rejecting this response because:

The gift was scheduled to arrive on 12/20. It did not arrive. I called H&D on Saturday, 12/21 and was told my a female customer service person that the packaged was now scheduled for delivery on 12/23. AT NO TIME during that call did I receive notification that there was an issue with payment. The package, again. Didnt arrive. I called H&D again and was told the order was cancelled because of a payment issue and that I had been notified by e-mail (which I NEVER saw). I asked why I wasnt told that on 12/21, and the representative told me there was no record of any previous call. And, basically, I was S*** OUT OF LUCK. Please reread my initial complaint.
Copies of my call log are attached.
I must say, since ***** FLOWERS has taken over H&D, their service and responses have gone way down hill. Unless this issue is settled to my satisfaction, I will not purchase again, will notify friends of lack of resolution and submit poor reviews on every site I can find.
Sincerely,

********** ******
Initial Complaint
Date:12/24/2024
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.
I placed an order for a Christmas Gift on October 23rd, 2024. I was notified and chose the date of delivery as December 24th. The package was delivered on December 22nd, ****** days earlier than expected. This was supposed to be a surprise Christmas gift that was ruined. I contacted Harry & David via chat (which I have screenshots of the conversation) and was promised a partial refund of $17.99. I was told I would receive an email confirming this refund within 24 hours. I never received the email and I have not received the refund. When I called Harry & David, I was passed along to 5 different agents and was told the refund was never issued and there was nothing they could do even though I was already told I would be getting a partial refund for their mistake.
Business Response
Date: 12/27/2024
Dear *******,
Thank you for reaching out to us. I am very sorry that your order was delivered early, and that the refund you were promised was not issued. I have issued the refund of $17.99 to your original form of payment. Please allow up to 10 business days for the refund to post with your financial institution. Thank you.

Sincerely,
******** *.
Harry & David
Executive Services
Customer Answer
Date: 12/29/2024

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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Harry & David is NOT a BBB Accredited Business.