ComplaintsforHarry & David
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 11/29/22, I placed an online order with Harry & David. When I finally saw the order total, I realized there was something wrong. I had ordered 4 gift baskets to be shipped to 4 individual recipients at $29.99/each. The order total was $276.39. They showed 4 gift baskets shipping to 1 recipient and 3 more shipping to 3 recipients. I immediately called to modify the order but was told it 'hadn't yet processed' so I couldn't modify it (call back in 30 minutes they said). I got on a chat conversation within a few minutes with an H&D rep and was told I couldn't modify the order because 'it had already processed'. I called again and was told that they would modify the order so only 1 gift basket was being shipped to one of my recipients. Said they'd either call back or email me the modified order. Did not receive either the next morning but got online and noted that the 4 gift baskets to the 1 recipient had tracking #s. Called 3 (maybe 4?) times to resolve this issue. Just kept being put on hold with no resolution. Asked to speak to a supervisor, was told I'd get a call back, but I'm not holding my breath. Very disappointing. I am only looking for a partial refund (assuming the other items really shipped) of $118.44 representing the 3 gift baskets that I literally begged to have removed from my order.Business response
12/01/2022
The customer's issue has been resolved to their satisfactionCustomer response
12/02/2022
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 was waiting to respond to this until I actually got the credit they said I'd receive in the amount of $111.46 (not sure of the cents). But it sounds like you need a response right away. I am not happy with what I was told on the phone but am satisfied that they'll be crediting me back those items I didn't (intend to) order. Thank you for your assistance.
Sincerely,
***********************Initial Complaint
11/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On November 24, 2022, I placed an order with Harry & David being delivered to *********, ** for $52.97. I received a confirmation text with the order number.On November 27, 2022, I received a confirmation text, from the same number, confirming order # W01007795881035. My credit card was charged $31.79 on 11/27/22 for this transaction. I DID NOT place this order. I have attempted to call the company twice now and both times they deny having record of this order number in their system. Clearly they have information somewhere as their system both texted me and charged my credit card without my authorization. The first phone call, on 11/28/22, the *** told me I had to wait for the charge to clear my card. The second phone call, on 11/29/22, was ended by the *** ("Princess") putting me on hold and then hanging up on me after almost 50 minutes on the phone with no resolution.I want to know what the charge was for, where it was sent, and why it was processed without my authorization. I also want refunded for the $31.79 charge.Business response
11/30/2022
The customer issue is resolved to their satisfaction.Customer response
11/30/2022
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
11/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # W01005835483134 Ordered 3 gift baskets last night, the sweet and savory chest for $69.99 and 2 chocolate treasure boxes with wine at $79.99 each. Donated $25 to Feeding America, for the sum total of $340.25 with shipping and handling. Why was I charged an additional $315.25? Called customer service on this additional charge and he didnt seem to comprehend my problem. I told him just cancel the order. Hes telling me the additional charge will come off in 5-7 business days. Why was I charged $655.50 when I have an invoice for $340.25? If this is not refunded back to me I WILL seek legal action.Business response
12/01/2022
The customer issue has been resolved to their satisfaction.Customer response
12/01/2022
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
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have purchased several items and have no points on my account.I attempted to change the email address of my account and now cannot get into my account.I have attempted to work with the 800-number provided and I have either 1)been disconnected; 2) sat on the phone for literally hours and I still cannot get into my account I have attempted to call the 541-number of the store to speak with a US-based person to no avail.I remain unable to access my Harry and David Account and the Passport is attached to an email address for which I have no account.Business response
12/05/2022
**** is a very satisfied customer. All of her issues were resolved.Initial Complaint
11/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Most of order W01005834304060 was delivered. Two out of five items were delivered, and my Thanksgiving was ruined. $273.85 was given to Harry and David for this disaster.Business response
11/26/2022
I spoke with ***** just now. He is satisfied. I have refunded him and compensated him.Initial Complaint
11/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid for an order to and part of the order was never received. I contacted customer service to make it right and they refused to refund me for the item that never came. When I expressed concern as it was promised by a certain date and it was not included in my order, they said they cant refund it. I think a refund for the item is sufficient. I shouldnt pay for a product they didnt deliver. I have ordered from them before and asking for a refund on1 item because it never came seems fair to me. When I expressed this concern their agent just said to call them back if I have any other issues.Business response
11/26/2022
Customer contacted and refunded. Satisfied customer.Customer response
11/26/2022
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
11/25/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Harry and David refuses to put my address on a do not send list. One of my elderly relatives is experiencing a neurological condition that prevents them from remembering most of what they are told. This relative sent packages to my address on September 15th and November 22nd, although we requested that they do not do so. Harry and David was contacted repeatedly through their customer service line. It is very shameful that Harry and David would take advantage of the elderly with a mental condition and allow them to send unwanted packages to others repeatedly, even when they are well aware of the problem.Business response
11/26/2022
I called customer several times and voice mail box is not set up. I sent email and refunded the gift sender.Customer response
12/06/2022
Complaint: 18462433
I am rejecting this response because:The business sent me an email and I returned their call, but it is unclear if they will talk to their IT office about blocking my address from receiving more packages. I never received an explanation why it couldnt be done. Plenty of other vendors can do it. I am not satisfied with their response. They think calling a customer with dementia will make a difference.
********************;
Sincerely,
*********************Business response
12/19/2022
We are unable to block any one from ordering from us. They need to ask their family member to stop sending them gifts. We do not restrict anyone from ordering. It was two gifts a month apart and one was a birthday gift.Tell us why here...Initial Complaint
11/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed a $479.79 order on 30NOV (Sunday) for a 75 year old senior citizen living in **************, including the three (3) items: The Wow Holiday Meal, Holiday Sweet Treats, and **************** Cake. At 11:31PM EST Sunday/30NOV I received an e-mail with subject "Thank you! Your order's been placed", which stated the delivery would occur the day before Thanks Giving, Wednesday/23NOV. The senior citizen was waiting all day for ***** to deliver the Thanks Giving meal packages today Wednesday/23Nov. No delivery occurred and the Senior Citizen is very upset. At 5:05PM EST I called Harry & David customer service, and the representative ***** or ****** has stated repeatedly that her Supervisor is unavailable to discuss a refund. Our telephone call lasted approximately 49 minutes during which I requested to speak with a Supervisor to discuss the company's policy shown on www.harryanddavid.com, quote "OUR PROMISE TO YOU - You and those who receive your gifts must be delighted, or we'll make it right with either an appropriate replacement or refund. " end-quote. All I have requested is a refund and to speak with a Harry & David Customer Supervisor for consideration of the fact that my family member, a 75 year old senior citizen, who has two (2) young grandchildren, now does not have a Thanks Giving Holiday meal. I am requesting a refund. Three (3) attachments have been uploaded with this complaint - one screenshot of my cell phone call duration of 40 minutes, one Harry & David receipt from Sunday night, and a document with screenshots from Harry & David website showing confirmed order items.Business response
11/26/2022
I have attempted several calls to customer to offer refund and apology. I am unable to leave message as no voice mail is set up so I sent email offering refund and replacement.Customer response
11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The ********************** & David business has not stated the exact refund amount. I have included a screenshot of my bank statement, which includes The Wow Holiday Meal cited in my original complaint. Please advise.
Sincerely,
************Initial Complaint
11/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/8/2022 we received a credit card charge for $29.99 form Harry & David. We were out the country then and have placed no orders with them for years. The charge was for an annual passport fee, which we neither signed up for nor was authorized by us. 4 phone calls, multiple holds, 2 hang ******* and over 2 hours later we were told the passport office was unavailable. Yeah, right. This is a scam. We have already informed our credit card company that this is a fraudulent charge and we intend to report this to the ****** ************************ for further action.Business response
11/26/2022
Refunded and cancelled passport. Tried calling no luck. Sent email letting them know we have honored their request to cancel and refund for Passport.
Customer response
11/28/2022
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
11/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ordered the prime rib roast and heated per instructions on the plastic label. Roast came out very well done. Contacting Harry and David they blamed me and said that I should have known not to heat the roast so long. I am not a cook so I followed their directions. The would not replace or refund which is what their warranty says on their WEB siteBusiness response
11/21/2022
The customer issue has been resolved to their satisfaction.Customer response
11/21/2022
Complaint: 18443270
I am rejecting this response because:they Offered a 20 percent discount on a future order. Their warrant specificallybstates that they will replace the item or provide a refund. They have not offered this so they are being less than truthful.
Sincerely,
***********************Business response
12/01/2022
Custoer was fully refunded and a 20% coupon was sent to email.Customer response
12/07/2022
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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Customer Complaints Summary
222 total complaints in the last 3 years.
83 complaints closed in the last 12 months.