ComplaintsforHarry & David

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an online purchase with Harry and David on December 6th, 2021. I ordered two items one for $59.99 and the other for $39.99 with tax that brought my total to $103.48 and so I authorized Harry and David to withdrawl the funds from my account. The order number is W01005786097428. On December 7th my bank account stated not only did Harry and David withdrawl the authorized amount, but they also withdrew an additional $59.99. I contacted customer service and the rep said she only saw part of my order for $39.99. At this point I just want all of my money back that Harry and David took out of my account -$163.47 . I could care less about the items I ordered.

  Business response

  06/15/2022

  Dear BBB,

  The customer was contacted and issue resolved on 1/14/22 to the customer's satisfaction. 

   

  Harry and David 

  Customer response

  06/15/2022

   
  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

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I spent $155 on a gift basket for a client. The original delivery date was on or around 12/6. When I realized that the client was out of the office 12/2-12/12, I called, waited for 30 mins, and spoke to their call center. I specifically asked them to push the delivery date to 12/13. They specifically confirmed that they would. I was informed that the basket was delivered 12/1, not by them but by the client, the DAY BEFORE he was leaving to travel internationally. Therefore, 1. they ignored my specific instructions for delivery and 2. he could not use anything from the basket, and 3. some of the items are perishable, and therefore will not even be edible when he returns. I can't get through to the business on the phone, as it's over an hour wait to speak with someone. I want a full refund pls.

  Business response

  12/14/2021

  customer has been contacted and refunded. 

  Customer response

  12/14/2021

   
  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

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HAVE BEEN TRYING TO CANCEL AN ****** AND RECEIVE A REFUND FOR ORDER # w00605410086103...I CALLED CUSTOMER SERVICE CONSISTENTLY, WITH ANSWERING AGENTS WHO COULD NOT UNDERSTAND OR SPEAK ENGLISH. THEY KEPT ASKING ME TO REPEAT THE SMALLEST OF FOUNDATIONAL ELEMENTS OF THE ****** AND PLACED ME ON HOLD TO "ASK SOMEBODY". THE ***** **** AGENTS KEPT TELLING ME "DONT WORRY, OK", AFTER PLACING ME ON HOLD AGAIN AND AGAIN.I WAS TRANSFERRED TO MANY ******************* WITH NO ONE SPEAKING UNDERSTANDABLE ENGLISH THIS WENT ON FOR HOURS AS I WAS BOUNCED AROUND FROM AGENT TO AGENT WHO DID NOT HAVE COMMAND OF THE ENGLISH LANGUAGE AND DID NOT KNOW HOW T HELP ME. THE AGENTS WERE CLEARLY NOT TRAINED AND DID NOT ASSUME RESPONSIBILITY AS A CUSTOMER SERVICE REP AND SOME WERE EVEN LAUGHING AT THEIR LACK OF KNOWLEGE AND MY EXTREME FRUSTRATION WHICH RESULTED IN TEARS I HAVE CC'D THE *** OF THE COMPANY, ***************************** @ **************************** HAS NOT RESPONDED. I WANT THE ABOVE ORDER CANCELLED, AND MY REFUND OF ****** SBMITTED TO MY BANK. THIS HAS BEEN THE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED AND THE ONLY WORD FOR IT IS "APPALLING"

  Business response

  12/07/2021

  To Better Business Bureau,

   

  We have refunded the customer as requested and made multiple attempts to contact her with no response. We have resolved the case.

   

  Harry and David

  Executive Service

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/21/21, I placed an order for a few holiday sides and a dessert with Harry & David. The order was for a friend who was quarantined over Thanksgiving and therefore spending the holiday alone. I never particularly loved Harry & David, but they were one of the only places I could find that guaranteed delivery by Thanksgiving, so I placed my order with them. On the evening of 11/24, I received several automated emails (confusing to begin with, since I only placed one order) telling me that my order would not arrive on time and was expected the following week. Since it was the night before Thanksgiving, and they offered no options to cancel for a refund or even provide a partial refund to rectify my disappointment, there was nothing I could do but write back and express my discontent. My friend had no Thanksgiving food and spent the day alone, and I was stuck with an over $100 bill for food that still has not even shipped yet (it's now 11/29). I've emailed them multiple times, trying to tell them that I no longer even want the order to be delivered, but customer service will only offer me their 'apologies' and nothing else. As a customer, I feel cheated and deceived; I knew the timeline was tight, but I trusted that their website was telling the truth when it guaranteed delivery by Thanksgiving, and now I honestly believe that was a lie. Maybe the situation would be different if this was an actual shipping issue, but they weren't even able to process and prepare the order for shipping (and still haven't) on their end - it seems to me that they 'guaranteed delivery' in order to deliberately mislead and profit off of customers who were late placing Thanksgiving catering orders.

  Business response

  12/14/2021

  customer has been contacted and refunded in full. 

  Customer response

  12/14/2021

   
  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

  11/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 14, 2021 placed order for Thanksgiving meal (order #W01005781338522); received confirmation order to arrive on November 17, 2021 at my daughters house *****. Called company when order did not arrive and was told it would arrive on November 24, 2021. Called again on November 24, 2021 as still did not receive order and was told it would be arriving late evening on the 24th. Thanksgiving day no order! I need to be compensated for not receiving my order and for the inconvenience this caused my family this holiday.

  Business response

  12/15/2021

  Customer was refunded on 12/8, We have left several messages asking for a callback to make amends. 

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed an order with them more than 2 weeks before Thanksgiving and the order was supposed to arrive on Nov. 23rd, 2 days before Thanksgiving. However, on Wed 11/24 at 5:30pm, which is one day before the holiday, this company sent an EMAIL to us said that our order will not be able to arrive until November 30th, which is next week. This company has false advertising, extremely poor operations and customer service, and they have no intention to compensate customers like us in whatsoever. Harry & David ruined thousands of families in this Thanksgiving holidays. This is a scam and the BBB should take action to let people be aware of this company. Tell people do not fall in this trap!

  Business response

  12/14/2021

  We are unable to find an order for the customer. It must have been under a diff name/phone etc. We called customer and left message for call back. We have not heard back from customer. 
  
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had several issues with this company. They charged my credit card over $100 dollars and never sent the product. I called customer service and two agents hung up the phone on me. I was told numerous different things and never received any sort of explanation regarding why they did not send out my order.They also charged me for a passport for free shipping back in May 2021 and never attached to my account after several months of trying to get my money back.

  Business response

  12/07/2021

  We have reached out to the customer and are waiting for a response 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered my families thanksgiving dinner on Oct 23 from Harry and David's. I requested a delivery of 24 Nov. Got the cheese cake but everything else is either delayed in shipping or showing a status that they confirmed the order and not shipped. Checking with FedEx the order won't be delivered until 26 Nov. That is 4 days in a box. The food will be spoiled and not for human consumption. I called their help line and asked to cancel the order and get a refund. They told me to go to the website and cancel the order. The website won't let me cancel the order. So now my family dinner for 6 of my 8 eight kids is ruined and I paid for food that will be spoiled when it arrives. I want a refund. I paid a premium price for this and got nothing.

  Business response

  12/10/2021

  ORDER HAS BEEN REFUNDED. customer contacted. 

  Customer response

  12/10/2021

  
  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

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Thanksgiving Feast. It never arrived and was never shipped but because they printed a shipping label (even though they never shipped it) their customer service representatives told me they cant refund my order. I never received the item and I still havent been refunded as of writing this.Thanks

  Business response

  12/14/2021

  customer has been contacted  and has been refunded Thank you. 

  Customer response

  12/15/2021

   
  Complaint: 16178206
  
  I am rejecting this response because:  I have not received any communication from Harry and David.  No emails, no phone calls and no refund.
  
  Sincerely,
  
  *************************

  Business response

  12/16/2021

  Customer was contacted via email 

  PAYPAL CHARGEBACK, CUST REFUNDED BY PAYPAL.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Thanksgiving meal on November 9, 2021 and scheduled delivery for Tuesday, November 23. Harry and David failed to ship the order and did not notify me that they failed to ship the order. I placed multiple calls throughout the day on November 23 about order status and was lied to and given misinformation that the order would be shipping, which cost me precious time. Finally someone admitted that the order never shipped, and offered to send me an order that would arrive on Friday, and offered a 20 percent discount. That was an extraordinarily offensive offer given the consequences of their numerous failures. Not that I expect them to know, but I was responsible for arranging the meal for my aunt who has terminal cancer, and there is a high likelihood that we won't be having a Thanksgiving meal.

  Business response

  12/13/2021

  Customer has been refunded. customer contacted 

  Customer response

  12/13/2021

   
  Complaint: 16176840
  
  I am rejecting this response because:

   

  Harry and David is trash. Their response to me was 6 words that didn't even bother with proper punctuation. That says a lot about how much they value customers. They ruined my Thanksgiving and have done nothing but refund money to which they were not entitled, because they did not provide me with the goods that I purchased. Giving back money to which they had no legal claim does not equal customer service. The ******************** should also know about the sneaky "resolution" tactics they are engaging in. They called me one single time early in the morning before business hours, undoubtedly as a strategy to avoid actually connecting with me. They left me a voicemail to call them back, trying to put the burden on me to call them. I believe this an intentional strategy to avoid putting anything in writing. I DEMAND A RESPONSE THAT SPECIFICALLY ADDRESSES MY COMPLAINT IN WRITING.

  Clearly Harry and David trash employees are not taking this complaint seriously and aren't grasping that this wasn't just a gift box that didn't arrive on time. I relied on them to provide a Thanksgiving meal, and they failed to do so, and failed to be truthful with me when I called in multiple times to get information on the status of the order, which would have allowed me to make alternative arrangements prior to Thanksgiving. Let me be clear here: a refund of money that does not belong to them is not a satisfactory resolution here. I sincerely hope that the people who have handled this complaint so far are deprived of a Thanksgiving meal with their loved ones at some point, so they may better understand why a 6 word response and obvious lack of interest in the damage they caused is insufficient.
  
  Sincerely,
  
  *************************

*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. ↩