Business Profile

Gift Store

Harry & David

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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

370 total complaints in the last 3 years.
245 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:12/24/2024
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.
Mom ****** ****** went into hospital in Sept. Called 9/29 spoke to ****** for address change to our home. Neighbors watched for the order at her house in the event it came there. Hadnt received Oct shipment & was told it would ship the next day and our Nov order would ship Nov 28 Called 10/1 spoke to ******* no order delivered yet asked to speak a manager, arranged call back, never received Called 11/4 live chat with ******. He said they would deliver Oct pears on 11/13, Nov apples on 11/29, he also verified ship address was changed and for our trouble he would send a 20% off coupon for our next order. never received email for ship detail and still no ******** between these calls I spent literally hours trying to get through In the end, in desperation, I filled out a survey form with this information on 12/7, still no *********** addition, we rarely got ship or deliver notifications We just want either the 2 shipments or a check for the value of ******** had so looked forward to her fruit. She passed away the day after Thanksgiving. We are so sad for her and angry for the terrible customer service. We had been giving this gift to her for 3 or 4 years and never had issues.
Business Response
Date: 12/27/2024
Dear ***,

Thank you for contacting us regarding your order. I would like to first offer my deepest condolences and apologies to you.

We have issued you a refund for the orders not received. You will see this amount returned to your original form of payment within 10 business days.

Once more, I am truly apologetic for this happening and hope you have a nice day.

Sincerely,
***** *.
Executive Priority Services
Harry and David
Initial Complaint
Date:12/24/2024
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.
Order was placed for a large *********** box to be sent 12/30/24 to my MIL for her birthday. Order W01005926401714 on **********. I added on a birthday card, and a jar of apple butter to the order. Total Cost $87.97 plus $41.98 shipping .40 tax for a total of $130.35. 1) The order was shipped 1.5 weeks early (no other communication). 2) a $9.18 refund was sent (no communication as to why) 3) the box was delivered ****** and an email was received showing ALL line items were delivered in the order which was now another set of items in ONE box. 4) the only item delivered was a $7.99 jar of apple butter in a very small box versus the 52+ individual muffins that were part of the order 5) delivery was 12/23/2024. TWO chats with the company which then received a $1.20 refund on 12/23/24. No resolution except that the chat agent indicated a replacement order - which never occurred. 6) Chat initiated today 12/24/2024. Was informed for the first time (after the incorrect delivery of 1 item) that three items were cancelled and two delivered (incorrect). The refund of ~$10.00 does not account for the $130.35 of money spent to received the product, and they cancelled the birthday card as well. Refund was not received. **************** horrible.
Business Response
Date: 12/27/2024
Dear *****,
Thank you for reaching out to us. I am very sorry that your orders were not delivered correctly, and for any other inconvenience this may have caused you. A full refund has been issued on 12/26/24. 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: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.
On 11/29 I purchased several pear and cheese baskets with wine for my employees. Two of these were delivered shortly after. The remaining six were marked as 'confirmed' via the self-service portal with a delivery date of 12/10. Several days after 12/10 I contacted H&D to find out that there were birthdays required due to wine being delivered. I provided the birthdays and was assured that the gifts would be delivered by 12/24. As of the evening of 12/23 all six of the remaining gifts were marked as CANCELLED. When contacting H&D I was told that there was an issue in the warehouse, but that the holiday cards would still be delivered. I asked for a full refund and confirmation from a supervisor that everything would be properly processed. I was told the supervisor was busy.
Business Response
Date: 12/26/2024
Dear ***,

Thank you for reaching out to us. We sincerely apologize for your experience with us and that your gifts were not delivered to your recipient's has expected. However, as requested, we have cancelled the orders that were not delivered and a refund will be processed back to your original form of payment within 10 business days. It may also take up to 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
Initial Complaint
Date:12/23/2024
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 ordered a holiday shipment November 14 for delivery December 16 to the 21st. After checking on it on the 16th and being told it would be delivered by 23 December It still hasnt been delivered and according to their website, the order is Canceled With no email telling me it was canceled no apology no nothing. Unfortunately, this customer that I was sending the gift basket to is moving and the customer service department is not working to get this right or to do the right thing. This company has horrible customer service and has over promised and under delivered and as a consumer, I would recommend not spending your money there. Who knows they might just cancel your order and not tell you.
Business Response
Date: 12/31/2024
Dear *****,

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

We have tried to contact you to speak with you to resolve these matters. Please contact us at your convenience at *************. We are available daily from 7 a.m.- 10 p.m.

Again, we apologize for the inconvenience this matter may have caused and look forward to hearing from you soon.

Sincerely,

***** *.
Executive Priority Services
Harry and David
Initial Complaint
Date:12/23/2024
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.
Date of Transaction: 12/14/2023 Dollar amount paid to H&D: $ ****** What business committed to provide: They said in an email to me: "Our guarantee is to refund or replace items that have not been received. "Nature of Dispute: They never delivered what I ordered and paid for. I advised them I wished a refund on 12/10/2024. They will not answer chats, wait time on phone is 2.5 hours, when you do get an answer they are rude and refuse any refund even with proof order not delivered. When you do email them, you get AI responses that have nothing to do with the dispute. I sent them the following summary via email: 1) I paid for a shipment last Christmas to be sent to ********** in the amount of $****** (Order #: **********).2) That shipment never arrived (see proof below)3) I was never informed that the delivery failed and it's not my responsibility to track the delivery status in the expectation it will fail.4) You asked why I didn't contact you back then, I gave this reason "I was never informed there was any problem with the delivery, so I assumed it was delivered. I only realized it now because I logged back into Harry and David to place this year's order and noticed that that particular order from last Christmas was never delivered."5) You stated in your email below "Our guarantee is to refund or replace items that have not been received" 6) Since that is your guarantee and I have proof the delivery was never made, I want a refund of $****** Whether the business has tried to resolve problem: No, you can't contact them via chat, phone is 2.5 hour wait and they refuse to help, emails are answered with AI responses or they attempt to obfuscate and delay issuing any refunds. I want the refund mailed to me in the form of a check because I don't have time to wait 2.5 hours for someone to answer the phone only to find out they know nothing of any refund.
Business Response
Date: 12/26/2024
Dear *****,

Thank you for reaching out to us. We sincerely apologized that your order was not delivered to Tristen as expected last year. We value your business and understand your disappointment. However we have issued a full refund for the order that was 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. It may also take up to 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: 12/26/2024

Complaint: 22724512

I am rejecting this response because: I have no way of knowing if they will actually give me my refund. They say 10 days or 2 billing cycles ? A billing cycle is usually a month, so what, 2 months ? Also in one email from Harry and David, they claimed that in order to get any refund it "requires the full bankcard number, expiration date, and CVV". So now they're saying they do have my credit card information ? Either what they told me in the email before was incorrect or what their response is now is incorrect that they do have it. I do not trust this organization and I will not close this out until the refund is completed.

Sincerely,

***** ***********
Customer Answer
Date: 01/15/2025
Hello,
No, I have not received any refund.
Thanks,
***** ***********
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. We processed a full refund on 12/26/24 (R10000175391). Your refund processed and returned to your original form of payment within 7-10 business days. If you still have not seen the refund in your account, please contact your banking institution.

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: 01/19/2025

Complaint: 22724512

I am rejecting this response because: Harry and David just lied about issuing me a refund. There is no record whatsoever of any refund last year or as of yet this year and my credit card has not changed. This is precisely why I requested in my original complaint: "I want the refund mailed to me in the form of a check."
Please issue my refund by mailing me a paper check since you can't/won't refund my credit card.

Sincerely,

***** ***********
Initial Complaint
Date:12/23/2024
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 basket on December 5th with a promised date of delivery December 16th. After no delivery by the 23rd contacted Harry and David for assistance and to get tracking number. Online chat bot assistance couldnt help so got person on chat. They inform me I could jot get tracking because the item had not shipped and to wait for Shipping. Then that was all they could do and I just wait. Then I called them. After being passed around a call center they wanted me to call another phone number. After the last time I used Harry and David I thought it was a glitch one off when they shipped spoiled pears. So I used them again and they just dont ship. I am not sure what kind of business they have become, but this is my last time I use them.
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 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 partial 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 have scheduled a delivery of a similar product to arrive by, January 3th, 2025. Our delivery hours are 9 AM - 8 PM in the recipient's time zone.

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:12/23/2024
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.
Placed order number W010059249666914 as a gift for family in **. Package this was lost in transit and not delivered on 12/22 as promised. Spoke to a customer service person who spoke broken English on 12/23 at 10:30 am EST, he mumbled that a replacement would be sent. Not sure by his mumbled words that this is the case. Would like to verify that a new replacement order is on the way by someone in the ***. The new order will be delivered by 12/26/24. Why did Harry and David not reach out to me after they missed the delivery date, were they thinking I would not notice? Harry and David will want to have someone reach out to me and avoid a national boycott and other repercussions which are now being organized and planned.
Business Response
Date: 12/24/2024
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 12/24/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days.

We also show the original delivery should arrive by, December 26th, 2024. Our delivery hours are 9 AM - 8 PM in the recipient's time zone.

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:12/22/2024
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 a Holiday Sweet and Savory Duo with customized greeting card on 12/6/24 with delivery on 12/17. Come 12/17 label was created but no shipping information beyond that. Called and was told it wasnt going to be delivered at all and was offered a replacement. It also was never processed. Its currently 12/22 and am still no closer to a resolution after being on the phone for 25 (and counting) minutes for a third time. Worst customer service- promises are made and not kept.
Business Response
Date: 12/24/2024
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 partial refund was processed on the order as of 12/17/2024. Your refund will be processed and returned to the original form of payment within 7-10 business days.

We have 2 scheduled deliveries that should arrive by, December 26th, 2024. Our delivery hours are 9 AM - 8 PM in the recipient's time zone.

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: 12/24/2024

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:12/21/2024
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.
I have received 2 of the 3 items but all 3 are listed as delivered even though there own system shows it is still to ship
Business Response
Date: 12/22/2024
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. We will be happy to work with you to resolve these issues. The images you sent did not open. We show a two item order that is scheduled to be delivered by 12/24/24. One of your items includes wine. Wine will not be left, as your other orders. There needs to be a person over the age of 21 with proper ID to sign for the wine. Please contact us at ************, to resolve this matter.

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: 01/06/2025

Complaint: 22719808

I am rejecting this response because:
After calling the number listed twice I was assured it was on the way only to never receive the package. We are now two weeks since the supposed guaranteed delivery date and nothing. At this point I have resigned myself to the fact it isn't coming and I'm out over $100

Sincerely,

****** ********
Business Response
Date: 01/17/2025
Dear ******,

Thank you for reaching out to us. We sincerely apologize for your experience with us and for you gift not being delivered as expected. We value your business with us and understand your disappointment. However, as discussed, we have processed a replacement order for the Ultimate Meat and Cheese gift with two bottles of Wine to arrive by 1/21/2025.
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: 01/17/2025

Complaint: 22719808

I am rejecting this response because:
Even though I called multiple times i never got the box. They did follow up today and supposedly will be ******* me a replacement but at this point I'll believe it when I see it. And regardless it was a christmas gift...we are now how many weeks past?

Sincerely,

****** ********
Customer Answer
Date: 01/28/2025
I received the package and the company has made good on there promise to get me what I ordered
Initial Complaint
Date:12/21/2024
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.
Very deceptive advertising.price in add ***** clicked on add price went to *****and after paying its ***** I want to understand why such deceptive business practices.this needs to stop.
Business Response
Date: 12/26/2024
Dear *****,

Thank you for reaching out to us. We apologize that the sale price for the item you purchased was not applied when the order was placed. We value your business with us and understand your disappointment. However, we have processed a refund of $10 to honor the sale price on the day of purchase. 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

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Harry & David is NOT a BBB Accredited Business.