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

362 total complaints in the last 3 years.
240 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:12/02/2024
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 put in an order well ahead of the timeframe necessary for delivery time with delivery requirement of a day before thanksgiving.The day of my ship date i received a vmail that my order could not be fulfilled with a number to call back to make alternative arrangements. I called no less than 15 times, waited on hold for hours, sent virtual chats and several emails to representatives that had helped me with my preorder and no contact was made back to me. My order still has not been delivered nor have I been able to discuss the matter with anyone. I filed a dispute with **** to reclaim the payment .
Business Response
Date: 12/03/2024
Dear ****,

Thank you for reaching out to us.

We're very sorry for the issues you have encountered with your orders. 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. You have several orders that are on back order. The the item you have chosen, the Autumn Morning Gift Basket is out of stock and will not be available until 12/11/24 for shipping. You have a couple options for these orders. You can wait and have them delivered after 12/11/24, choose another item to be sent in place of this item at the same value, or be refunded. Please let us know which option you would like and we will be happy to assist you.
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: 12/07/2024

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.

Thank you for your assistance in this matter. I don't think I would have gotten nearly the attention and resolution to this issue without your help

Sincerely,

******* *******
Initial Complaint
Date:12/01/2024
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.
I purchased a fruit basket on November 29, 2024 I had visited their website the day before. It suggested that if I provided them with my email I would receive 15% discount. This is not true..very deceptive and misleading. The day before they had a fruit basket with pears, cheese, summer sausage and crackers along with the same 15% discount. The very next day the basket increased by ten dollars with fewer items. Very misleading and deceptive. I called customer service to complain and it was useless. I requested a supervisor and never received a response. I will never purchase anything from them again.
Business Response
Date: 12/01/2024
We reached out to the customer and apologized. The gift was on sale and did not qualify for the promotion code. As a gesture of good will, Harry & David refunded the shipping as a result of the misunderstanding,
Customer Answer
Date: 12/05/2024
I have received the intentions of Harry & David. They have stated that they reached out and apologized that has not happened. They also claimed they refunded the delivery charge of $29.95 which also has not happened.

Customer Answer
Date: 12/05/2024
Good Morning,

I understand that Harry & David responded to my complaint. Listed below was their response.

1. They stated that they reached out to me to me to apologize. This statement is untrue because it hasnt happened.
2. They stated they refund the delivery fee which was $29.95. This statement is also untrue. They have credited my account 2.99
So in essence I was charged $27.00 tax and $2.99 for delivery because the basket was $69.00 plus taxes and fees paying a total of $90.00.

My complaint was about deception and misleading information. A basket was $59.00 had more products than the $69.00 basket. Very deceitful. A 15% off first order. This is also misleading information because all products on website were on sale.

I am still unclear as to how this has been resolved. Thank you for your time.

Business Response
Date: 12/10/2024
Spoke with customer with apology. We are setting up a full refund for her as resolution. I explained that the original shipping refund was attempted but did not process due to a system error. Gave her our contact number at our headquarters in the ** for any future needs. Also sent her a 20% coupon via email.
Initial Complaint
Date:11/29/2024
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 a basket to be delivered for a honeymoon, for our children. Paid extra for next day delivery, and it was not delivered. After attempting to cancel, Harry and David ***t another package and charged us again. After numerous times on the phone and texting that this was not what we wanted, we are still trying to get our refund. We never received the package and our children left the address where they were staying for their honeymoon. The customer service **** do not understand English, and continue to badger us with responses that are completely unacceptable, still arguing that they *** a second package. We NEVER authorized a second package after the first was never delivered. Absolutely HORRIBLE experience and ZERO customer service.
Business Response
Date: 12/06/2024
Dear *******,

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

We are unable to find an order under your name or email. Please check and make sure the information you submitted is correct. If this order was under a different name, please have that person contact us for a resolution.

Customer Answer
Date: 12/11/2024

Complaint: 22617526

I am rejecting this response because:
I provided the customer name and email, and she is my wife, **** ******* email *******************
Your company has done nothing but cause more and continual frustration with this complaint.

Sincerely,

******* *******
Business Response
Date: 12/20/2024

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. Your refund will be processed and returned to your original form of payment within 7-10 business days. The other amount was an authorization charge, which by now has fallen off of your account.

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: 12/20/2024

Complaint: 22617526

I am rejecting this response because:

This refund should have taken place weeks ago. I want future Harry and David to know they DO NOT provide the services they claim to. How about double my money back for all the aggregation this has caused? How about anything? Nope, just a lot of aggrevation and an apology after weeks of this back and forth. Not enough, sorry. I want other customers be beware of your serious lack of care for customers.
Sincerely,

******* *******
Initial Complaint
Date:11/27/2024
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.
I purchased a gift basket on 11/19/2024 for my parents for Thanksgiving. The gift basket includes cheese and fruit, so prompt delivery is important. I paid $22 for delivery. It did not arrive by Thanksgiving. The day before Thanksgiving, I received an email saying the order had finally shipped and would arrive on Friday, November 29th. After waiting on hold for 1 hour and 47 minutes, I finally got an agent on the phone, and he hung up on me. I also tried the online customer chat box with no reply after an hour.
Business Response
Date: 11/29/2024
Customer contact has been made and we are awaiting a callback.
Initial Complaint
Date:11/27/2024
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.
there's not a way to request deletion of personal information or a way to request to be removed from catalog mailing list. no one is reposing via chat or phone and there's no email listed.please remove me from your mailing list and delete all personal info:Customer # ********** QP
Business Response
Date: 11/29/2024
Customer contact has been made and we are awaiting a callback.
Customer Answer
Date: 11/29/2024

Complaint: 22612967

I am rejecting this response because:
all it says is "Customer contact has been made and we are awaiting a callback." I'm not sure how they contacted me since they don't have my email or phone so this is false. I just need them to delete all my info and remove me from any marketing mail. they need to provide an easy way to opt out and delete all your info.

Sincerely,

***** *******
Business Response
Date: 12/08/2024

Thank you for contacting us.

As requested, we have removed your information from our mailing lists. If you are currently opted-in to receive promotional emails, you may still receive several additional emails since we prepare our email broadcasts in advance. Similarly, because catalog address labels are printed in advance, another catalog may be received before mailings cease. Please be assured that your request has been honored, and no new mailings will be generated for this account.

Your satisfaction is important to us. We look forward to hearing from you soon.
Sincerely,

Wendy S.
Enterprise ****************** Specialist
**************************************
Call Toll Free **************
Initial Complaint
Date:11/27/2024
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.
I ordered a fruit basket on 11/18/24 and received confirmation that my order would be delivered on or near 11/27/24 before Thanksgiving. I checked today and saw that the delivery date was changed to December 6 but was never notified by a representative of Harry & David. Having difficulty getting through to a customer service representative. The fruit basket was a Thanksgiving gift. Would like to cancel my order and receive a refund.
Business Response
Date: 11/29/2024
Customer contact has been made and we are awaiting a callback.
Initial Complaint
Date:11/25/2024
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 November 20, 2024, I ordered two items from Harry and David. One went to **** and one went to **********. My debit card was charged $277.96.The two orders was charged individually. The two amounts $133.98 and $143.98 showed up on my account as pending. Two days later, another $133.98 showed up on my account. I called customer service to find out why the additional amount was charged to my account. The representative I spoke to indicated it was a mistake and would be removed in two to three days.On November 25, 2024, I was checking my account to determine if the $133.98 was removed only to find out there were now two additional charges on my account, one for $133.98 and another for $143.98. In addition, the additional charges caused my account to go into overdrawn condition of $84.33.I call customer service again to get some resolution as to why multiple charges continue to be posted to my account. The representative I talked to did nothing but go over the bill and explain how the amounts were calculated.We asked to speak to someone else, but the representative said no one wanted to talk to me and I would have to wait eight to 10 days before the matter would be corrected.This means I cannot use the checking account until ********************** and ********************** releases the $277.96 they have a hold on, even though they have already received the same amount to cover the cost of the goods ************ total, Harry and David has damaged my standing with my financial institution, caused me harm in the way they handled my transaction, and left me holding the bag for eight to 10.Plain and simple, Harry and David got their money and could care less about me.
Business Response
Date: 11/30/2024
Dear Don,

Thank you for reaching out to us. We are so sorry that you were showing multiple charges from your recent orders on your credit card account. We show a pending authorization was done on each order when they were first placed, this is done to verify the billing information and to confirm the credit card details. Pending authorizations will fall off automatically, the timeframe is dependent on how long your credit card company has for pending authorizations. We then process the actual charge to your credit card when the order is being prepared for shipment. Depending on the expected delivery date, these charges can show on your credit card account at the same time. The pending authorizations are not an actual charge and your credit card company can see that indicated on their end. If the charges have not yet fallen off automatically, they can usually drop them off of your account if requested.

If you are still showing the pending charges and your credit card company is unable to drop them off for you, please reach out to our ***************************** Team at ************ and we will be happy to assist you further. We are available from 7:00 AM to 10:00 PM EST, 7 days a week.

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

Thank you,
****** B
*****************************
Initial Complaint
Date:11/25/2024
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 called the 800 number on my harry and David catalog yesterday 24 Dec and placed my Christmas orders. I think I was scammed somehow. I felt something was off during the call when I pointed out that the total I was quoted was more than the total of the items I ordered before tax and the operator ignored me and continued with the order. I also gave her the code on the catalog for free shipping and she ignored that as well. I told her I wanted the order cancelled and not to charge me, she ignored that as well and continued trying to process the order. I asked to speak with her manager and she said he would contact me within 3 hours. No one called me. I then checked my credit card online and saw where the charge was placed. I never received an order confirmation number from the operator or in an email. I do not want to be charged for the order I tried to place yesterday but cancelled. I have ordered from Harry and David for years but after this last experience never again.
Business Response
Date: 11/25/2024
Dear ****,

Thank you for reaching out to us. It was a pleasure speaking to you. We apologize that it was so difficult placing an order for Christmas. Per our phone conversation, do not see any orders in our system for this year. This sounds like a pending transaction that will fall off your account in approximately 3-5 business days.

Again, please accept our sincerest apologies for any inconvenience we have caused, we hope to better assist you in the future.

Sincerely,

******* *.
**************************
Executive Priority Specialist
Customer Answer
Date: 11/30/2024

Complaint: 22601302

I am rejecting this response because:

On Nov 24 I placed a phone order for the following items from the Harry and David catalog:
1 of item LP-*****X for 79.99
1 of item LP- *****X for 109.99
1 of item LP-*****X
1 of item LP-3X
the total for these items is 324.96.
During the phone order the Harry and David *** quoted me a total of over 500 dollars. When I tried to tell her the order was wrong and that we get free shipping she ignored me and tried to proceed with the order at which time I cancelled the order with her. I told her several times to cancel the order and not charge me.
Despite my cancellation, all of the orders were delivered except for LP- *****X which is for delivery next year.
One recipient also received 2 or more additional items from Harry and David from us that we did not order.
our **** was billed for ****** on 27 Nov. On 24 Nov Harry and David posted a charge to our **** card for ******.
we want the difference between what we ordered and what we were billed for refunded. The difference is 123.59.
Sincerely,

**** *****
Business Response
Date: 12/06/2024
Thank you for reaching out to us. We are truly sorry for not being able to locate your order in our ordering system. Even after attempting to look it up under the new information that you gave me on calling you on the phone of the email address and the new phone number. I do hope that the phone number I gave you to our loyalty department is better able to assist in locating this order for you.
Again, please accept our sincerest apologies for any inconvenience we have caused, we hope to better assist you in the future.
Sincerely,
***** Shipley
Harry and David
Executive Priority
Initial Complaint
Date:11/24/2024
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.
order date 10.23.2024 I ordered 2 fall owl mugs and halloween cake pops for delivery on halloween for my child. They were not delivered. I have contacted the company 3 times and each time they promised free redelivered, reimburement of express delivery and a coupon of 20% off future deliveries for my trouble. I have been given 3 new redelivery dates, but each time nothing has happened. It is ridiculous.
Business Response
Date: 11/28/2024
We will reach out to the customer.
Customer Answer
Date: 12/03/2024

Complaint: 22598036

I am rejecting this response because: They have not reached out to me as they said they would.

Sincerely,

********* ****
Business Response
Date: 12/14/2024
Dear *********,

Thank you for contacting us. We're apologetic you did not receive communication from us. Our agents have attempted to contact multiple times and have left detailed voicemails each time with our contact information. If you need further assistance, please feel free to call us back. We will do our best to further asssit. Have a good day!

Sincerely,

********* *.
Executive Priority Services
Harry and David
Customer Answer
Date: 12/16/2024

Better Business Bureau:
I have spoken with Harry and David representatives. They only actually called me because of the complaint. Before the complaint my order was not delivered 3 separate times with new delivery dates promised by the company. I spoke with them and said I do not want my order anymore and refund my money. I am very dissatisfied with the company and their services but am done with trying to resolve my order. Thank you for your help in at least getting them to at least call me. They had promised to ship my order for free, free expedited shipping and a coupon for some percentage off my next order. None of that ever happened. Will never use them again or recommend them to anyone.

Sincerely,

********* ****
Initial Complaint
Date:11/22/2024
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 on 10/27 for delivery on or before 11/6. Emailed customer service on 11/7 asking status. *** informed me the order would be sent or resent and the new delivery date would be 11/20 and then promised a discount on the order to be credited back to my credit card that never materialized. No shipping updates received either, called a week later, different *** said they have a new system and couldnt figure out how to make changes to the existing order so the *** said they would have to cancel and ***lace the order, which then took even more time over the phone to redo, which then had spelling errors on the greeting as a result and cost more money than the prior order. That re-placed order was then cancelled for unknown reasons by H&D roughly two days later. As soon as I saw the status showed cancelled (no notification whatsoever was sent), I contacted customer service who blamed me for cancelling the order, when all along I have been begging for the order to be delivered as originally intended weeks ago!!! Please, this gift of thanks should have been sent weeks ago, well ahead of Thanksgiving, and this is now becoming urgent ahead of the holidays.
Business Response
Date: 11/27/2024
We will reach out to the customer to resolve this issue. Thank you

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Harry & David is NOT a BBB Accredited Business.