Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I own a business and I buy gift boxes for clients for Christmas. I ordered several gift boxes for everyone, the total cost would have been around $500. Everything came perfectly with one exception. A gift box came and was missing 6 items. My original phone call with ***** the day the boxes came, Dec 23, he stated he would replace the missing items. That never happened. I called again and was on the phone 1:27 minutes and was told the items would ship that were missing. No luck. I called again Jan 11, spoke with ***** and she said she would issue me a refund for $109.98, the price of the two gift boxes that were missing 6 items. She said that would take 7 days. Here we are Jan 21, I have called again spoke with ***** and he said there were no notes on issuing me a refund. I have spent more time on the phone than I can believe! The large box containing 14 items only had 8 inside, Im not in this to s**** over the company, the rest of my big order was fine. I am getting nowhere with them and need some help!,In the photo attached the check marked items came in the box, not the rest. It was a big box with only English muffins in it.

  Business response

  01/28/2025

  Dear ******,

   

  Thank you for reaching out to us. We sincerely apologize for your experience with us and that one of your Mix Match Bakery pick 6 gift was not received as expected. However, we have issued a full refund for order #W01005925527254 on 1/23/2025, which you should have received within 10 business of this date.

  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,
  
  ******* *.
  Wolferman's ************************************** Enterprise Customer Care

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered $60.97 worth of Wolferman's Bakery (aka Harry and David) products on December 4. On December 13, the products still had not shipped. Through online chat, they told me the products wouldn't be delivered until December 24, which was too late. I canceled the order for a full refund on that date. On January 2, I still had not received my refund. I called the customer service number, and they told me that my refund was credited on December 13. That was the date of the cancellation, so I know that it wasn't refunded on the same day, and there was no refund on my credit card on that date. I asked what account it was refunded to, and she hung up on me. I called back; this representative acted like I wanted a refund for an order I had already received. I explained that I never received the products because I canceled. She put me on hold, came back, and said that she had changed it and that I didn't owe anything. I then asked when I would receive my REFUND. Put on hold again. She came back and told me my refund had been processed earlier. When I asked her for the date of the refund, she said, "I don't know, I can't see that information, but it says a refund was given." I explained that if a refund was given, she should be able to provide me with the date of the refund and what credit card it was refunded to. She put me on hold. I waited for over an hour, and she never came back. I filed a complaint with the BBB under the Harry and David name and got a generic email from them saying they were very sorry for the inconvenience and that I would receive a refund in 7-10 business days. I never received a refund. They sent an email just so they could satisfy the BBB requirement. They never intended to give me a refund.

  Business response

  01/20/2025

  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. I apologize for the information given previously. The items you ordered were not immediately available so you cancelled your order. Normally, that is when a refund is given. However, since the items were not yet available, you did not get charged for them and so there was no refund. The only amount you seen was an authorization hold, which has dropped off by now. There was no charge for this order. Please check with your banking institution to confirm the authorization hold dropped off and there were no other amounts against your card.
  
  
  Again, we apologize for the inconvenience this matter has caused; and hope to hear from you soon.
  
  
  Sincerely,
  
  
  ***** *.
  Executive Services
  Harry and David

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made 2 online purchases on 12/4/24 (#Gwolfermans19428 and the other is #Gwolfermans19251). Both were charged $5.99 each shipping when it should have been included because I have their yearly shipping option - Celebration Passport). Starting on 12/8/24 and for more than 30 days after, I have been emailing, and calling. Total billed on my **** for the two orders were $30.98 and $31.29. Should have been $5.99 less on both orders (no shipping fees). More than 12 emails and countless phone calls. Everyone at Wolferman's swearing it was refunded. Someone at Wolferman's finally noticed that someone at Wolferman's changed the payment method to a House Account, when it was originally a ***** That is why the credits have not hit my credit card. Both charges have posted to my **** account ($30.98 and $31.29). He (at Wolferman's Customer Svc) said he cannot change it back and nothing they could do. He sent me a coupon (don't think I will be ordering again). Tried calling Celebrations Passport where I have paid annually for free shipping, and the said they cannot help; they said to call Wolferman's. NO credits ever received. Scam to get more money from you!

  Business response

  01/12/2025

  Dear ********,
  
  
  Thank you for reaching out to us. 
  
  We're very sorry for the issues you have encountered with your orders.
  
  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 order ********** and a partial refund for order **********. Your refunds will be returned to your original form of payment within 7-10 business days. We are also sending you a 20% off coupon via email for your next purchase.
  
  Again, we apologize for the inconvenience this matter may have caused; and hope to deliver a smile for you soon. 
  
  Sincerely, 
  
  ***** *. 
  Executive Services 
  Wolferman's Bakery

  Customer response

  01/12/2025

   
  Complaint: 22781008
  
  I am rejecting this response because: They are lying and cannot be refunding me. They do not have my credit card number. They wiped it out and replaced it with a payment method of "House Account". They are refunding themselves (ie.e the "House Acct). ********************** has said numerous times that they are refunding, yet it never hits my credit acrd....because they do not have the number!  One "Supervisor" actually took my credit acrd number down a few weeks ago, but I still have not seen the credit on my credit card. They can call me, they have my number, but never do. My number is *************. I need not **************** to call me, but a Supervisor from the **************** or upper management.
  
  Sincerely,
  
  Bradford Harum

  Business response

  01/22/2025

  Dear ********/********,

   

  Thank you for speaking with me earlier today.

  We apologize for the issues you have endured with this order.

  We have refunded your account for the billing discrepancy, due to your being a Passport member. Your refund will be 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

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for Wolfermans through a GMA ************** promotion. When placed the order the it was stated that items would be shipped within 2-3 days which was very important for the timing of being able to deliver them by hand in our holiday travels. That did not occur and only a part of my order shipped 9 days later and did not arrive until 12 days later thereby missing my dates to hand deliver. I had to then pay a premium rate to have items arrive to family by Christmas more than negating any savings through the *** deal. There is still a part of my order that I have not received and was told multiple times that it would be sent immediately and would receive tracking information. About 20 days later I was told the item was no longer available and I could choose an item to replace it that was less than the value of the item I had ordered. Every time I reached out for help I was dealing with a different person who asked me to explain the situation even though all the information was explained in the email chain. I counted at least seven different names in the email exchange since all of this started. It may seem like a small amount of money to lose but its a big enough amount to me and one of the reasons I need to be on the lookout for sales. I was also trying to get my family a product that we all have loved but after this experience I would be hard pressed to continue to purchase or recommend especially after seeing their similar treatment of so many others.

  Business response

  12/28/2024

  Dear *****,

  Thank you for reaching out to us. I am very sorry that your item was not delivered, and for any other inconveniences this may have caused you. I checked the tracking and it seems that ***** has not updated the tracking information since 12/14/2024. I have submitted a replacement for the English Muffins Variety Assortment and again, I am very sorry that your order was not delivered.

  Sincerely,

  ******** *.
  Wolferman's 
  Executive Services

  Customer response

  12/29/2024

   
  Complaint: 22738222
  
  I am rejecting this response because:

  I appreciate the offer but have been made this offer before with no action taken on your part so I want to have it spelled out that the item I originally ordered will be sent (English Muffin Variety Sampler), date when this replacement will be sent with tracking information and that it will be sent at an expedited timeline given that the order was originally placed 25 days ago.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 20, 2024, I placed an order from Wolferman's that contained holiday gifts for various family members. I paid extra to guarantee delivery on or before December 24, 2024. I received order confirmations via email from Wolferman's. I have uploaded a copy of the confirmation email. The order (which included three gifts to be delivered to three different locations / family recipients) continued to show online as "confirmed" but they never updated to "in transit" or to show tracking or delivery information. On December 24, 2024, I called Wolferman's to ask about the status of the order. A customer service *** named **** initially told me that the payment for the order hadn't gone through. I asked how that could be, as I had received an order confirmation from Wolferman's and had never gotten any further word or indication from Wolferman's or my financial institution that a payment hadn't gone through. The customer service *** insisted that was the issue. I offered to provide payment info again, so long as Wolferman's backed out any charge for expedited shipping since the gifts were no longer timely. **** said he would check with his supervisor. While awaiting his return, I checked my bank statement and confirmed that I actually HAD been charged. I have uploaded a copy of the charge. When **** returned, he said they could charge me now, without the shipping fee. When I told him I already had been charged, after several rounds of his insisting that I hadn't, he went back to his supervisor. When he finally returned, he conceded I had, in fact, been charged, and he then offered a different and varying excuse about shipping issues with the order and all he could now offer was a refund. Bottom line: Wolferman's charged me for items and expedited shipping, I had no idea about any issues until contacting them, they then gave me false and varying information -- and were going to charge me AGAIN - and they failed to deliver the gifts. Seeking a full refund.

  Business response

  12/27/2024

  Dear *****,

  Thank you for reaching out to us. I am very sorry for any inconvenience this may have caused, and for your experience with our customer service. The order was fully refunded on 12/25/24. Please allow up to 10 business days for the refund to post with your financial institution. Thank you.
  
  Sincerely,

  ******** *.
  Harry & David
  Executive Services

  Customer response

  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

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from Wolfermans on December 3rd, with a promised delivery by December 13th. I received a partial order on December 12th and contacted customer service. I was passed around customer service for over an hour and eventually told the rest of the order was out for delivery and would be delivered the following day, despite the it showing on their website that it never shipped. The rest of the order was never received. I contacted customer service the following week asking for a refund and was again on the chat for over an hour before they abruptly ended the chat without resolution.

  Business response

  12/27/2024

  Dear Zoe,

  Thank you for reaching out to us. I apologize that your order was delivered incorrectly, and for the difficulties you faced with customer service. I have refunded the order 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

  12/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Xmas gift 12/6/24 to be delivered 12/16/24. Checked tracking everyday, stuck in ******* with ****** Did chat online last week and *** told me he was reordering and it would arrive before Xmas. He lied, never got an email confirmation of this, same tracking appears. Posted on their Instagram in PM, no one responded. I then made a public post and they asked me to PM them my order #. Told them I had already done that and no one responded.

  Business response

  12/27/2024

  Dear **********,

  Thank you for reaching out to us. I apologize that your gift was not delivered and for any other inconvenience this may have caused you. I have issued a full refund as requested in your email. Please allow up to 10 business days for the refund to post with your financial institution. Thank you.
  
  Sincerely,

  ******** *.
  Harry & David
  Executive Services

  Customer response

  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

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 13, 2024, I placed an order with Wolfermans for delivery by Christmas. I gave my debit card for payment. That date I was billed the proper amount of $93.90. I received email confirmation of my order. Yesterday, Dec. 17, my bank account was again debited for an additional $93.90. After several tries to reach Wolfermans customer service, I finally got someone to answer (wait for ***** min. to get through). Spoke with a man who didnt understand English and didnt understand what was the issue. After much discussion, he told me he gets lots of calls about double billing, and I should wait a few days and it will be removed. I asked to speak with a supervisor and was told he/she was not available. So I called again and after much effort and time I got another customer service *** who did understand English. She put me on hold for almost 10 minutes, then nicely explained that the second charge on Dec. 17 was just for authorization of my account. She said it will take 7-10 business days to get the credit to my account. I said that made no sense. They received my cash payment on Dec. 13, and didnt need to authorize anything after that. Again, she ***eated that it was for authorization and that was her answer. I then called my bank and they verified the 2 debits to my account, and also verified the second debit was temporary, for authorization. Horrific practice and I consider this a theft. I will have to wait and see if my bank is ever credited.

  Business response

  12/22/2024

  We will reach out to the customer.

  Customer response

  12/22/2024

   
  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.  A representative from Harry & David/Wolfermans, contacted me and we thoroughly discussed the issue.  We also joined in a call to my bank to see if they could resolve the problem.  From Wolfermans records, the charge on 12-13-24 was an authorization hold, and that hold was released when they shipped the order on 12-17-24, when they also debited my account.  However, the bank does not show a release on the authorization and verified my account was debited twice for the one order.  However, since Wolfermans has requested the release, that will take effect shortly.

  thank you for your wonderful service and great help.  I am certain I would not have gotten the help from Wolfermans without your intervention.  I was very pleased with the help received.

  Sincerely,
  
  ********* *******

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order was placed and charged on Oct 25 for $111.97 but never delivered after many delays and phone calls. Finally cancelled on November 12. After many calls saying a refund would be processed it never has. **************** has been no help at ********************** which seems to really be Harry and David. Would like my refund.

  Business response

  12/04/2024

  Dear *******,

  We are sorry that you did not have a good experience in having your order delivered. 

  The order **********, amount charged of $111.97 was cancelled and our invoice shows a negative balance. Any pending charge shown on your account, should be removed within a 10-day period depending on your financial institution.

  Again, our apologies for the inconvenience.

  Sincerely,

  ****** R

  Enterprise ****************** Specialist
  *******************************************
  ************

   

  Customer response

  12/06/2024

   
  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

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/22/24 My husband called and order 12 packages of English muffins, they said couldn't order, but an up charge of $10 for tongs and gift box then he could. He said ok. That was Friday. On 11/25 I called and complained. They said no problem, so the said, cancelled his and made a new order. Picked out 12 flavors said deliver by ****. My bother in law received it today, with 12 bags of cheddar cheese English muffins. ***. I've tried 3 times today. First time, guy thoughts he was funny and sent me to 1 ******************************************************************* on hold and hung up on me. At wits end. Just want them to get correct muffins that we've sent the last 20 years. Just mad we had to pay extra for tongs and gift box we didn't want. There are two tracking numbers. My husband's(said they cancelled) 502 116 0975. Mine 501 116 2188

  Business response

  12/11/2024

  Hello, 
  

   

  Thank you for reaching out to us and for making us aware of your experience. We are very sorry for all of the issues that you have encountered with your orders and for any inconvenience these issues have caused. We have always taken pride in providing high quality products and service but regrettably, this is not what you have experienced. Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. Per our conversation, full refunds have been issued on both of your orders as apologies for your unsatisfactory experience. One refund was issued on December 3, 2024 and the other refund was issued on December 8, 2024. Your refunds are being processed and will be applied to your original form of payment. Please allow up to 10 business days to post with your financial institution. 
  
  Again, we are very sorry for all of the issues that you have encountered with your orders and for any inconvenience these issues have caused. We hope to better assist you in the future.
  
  Sincerely,
  
  ****** *.
  Enterprise ****************** Specialist
  Harry & David

  Customer response

  12/13/2024

   
  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,
  
  **** ******

*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. ↩