Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered Christmas gifts from Harry and David that never arrived. I got refunded in January for those gifts that never arrived. However, I was charged from Harry and David on February 6, 2025 for ***** without an order. I called their customer service and they told me they have no record of this charge and they could not help me. My bank account shows the charge was from Harry and David in this amount. I don't understand how they can't see this charge on their end. I need this rectified immediately.

  Business response

  02/08/2025

  Dear *****, 

   

  Thank you for contacting us. We apologize for the billing discrepancy. Please know a processing error occurred regarding the charge of $86.06. We have resolved this issue, you should see a refund in the amount of $86.06 within 10 business days (usually 3-5 days). 

  Again, our apologies for the billing error. 

  Sincerely, 

  **** R

  Executive Services

  Customer response

  02/09/2025

   
  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

  01/30/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a birthday gift from their website with an estimated delivery date of 1/22/25. As of today, the order has not shipped, and the status has not been updated. Ive contacted customer service five times. On two occasions, I was told that the order had shipped, but they couldnt provide tracking info. I was also promised twice that a replacement order would be sent, but it was not done. On January 27th, during my fourth contact, I was promised a refund I also received email confirmation that a refund would be processed. When I reached out today because the refund had not been posted to my credit card, I was told that it was never processed. Ive attached the entire email thread as a PDF. I believe Ive made every reasonable effort to resolve this with their customer service team, and Im seeking assistance from the BBB.

  Business response

  01/31/2025

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

  Please accept our apologies for the non-delivery of the birthday gift you ordered for your recipient.   
  
  To confirm our conversation, you were notified by ****** that your full refund for this order is being processed. A gratis order has been submitted for the Belgian Chocolate-Dipped Fruit with Cheesecake Pops. This should be delivered to your recipient on or by 2/8/25. The link to the description is below. Your original message was included with the replacement gratis request
  
   **********************************************************************************************************
  
  We are sorry that your experience with our **************** team was disappointing, and we hope that the resolution we offered is acceptable to you.
  
  
  
  
  Sincerely,
  
  Pamela R.

  Harry and David

  Customer response

  01/31/2025

   
  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

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a holiday basket from Harry and David on Dec 21 for a delivery on Dec 24th .Order #: **********. It never arrived. I called in early Jan and was promised a replacement, it was never sent. I called in mid Jan and was promised a replacement. It was never confirmed though I now see that one was sent on Jan 22nd. I called a few days ago and was told that one would be sent on Jan 27th and that I would get an email confirmation. I did not get any confirmation so, I called again today and was told that one was sent on Jan 22nd and was provided with tracking info. Then I get a customer service survey. It seems that survey is with the singular intention of blaming the last customer service agent for any dissatisfaction. This company is NOT what it used to be and customers should know that it is now part of a big corporation that has much less regard for their customers than the brand that they purchased. Seems they are only interested in blaming the service agents rather than making their customers whole.

  Business response

  01/30/2025

  Dear Gareth, 
  
   
  Thank you for being a valued customer. We are very sorry for the inconvenience you've experienced with your order. We have issued a full reimbursement. 
   
  We apologize for the inconvenience this has caused. 
   
  Sincerely,
  
  **** *.
  Harry and David
  Enterprise ****************** Specialist
  
  

• Initial Complaint

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 coats on 12/7/24, I contacted he business on 1/7 and they assured me it was in the way and they gave me a tracking number, the number doesnt work and I have not received my purchases.

  Business response

  01/30/2025

  Thank  you for reaching out to us. Upon reviewing the photos you have provided we have determined that we do not sell these products. Please review your complaint and submit to the correct company.

  Sincerely,

  Harry & David Executive Services

  ************

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order was missing pieces and they kept giving me the runaround that it was being shipped and it never happens. I want a full refund

  Business response

  01/30/2025

  Dear ****, 
  
   
  Thank you for being a valued customer. 
   
  We are very sorry for the inconvenience you've experienced with your order. We have issued a full refund of your order. You can expect the credit to be applied within 3-10 business days to the original form of payment methods used when placing the order. 
  
  We apologize for the inconvenience this has caused. 
   
  Sincerely,
  
  **** *.
  Harry and David
  Enterprise ****************** Specialist
  
  

  Customer response

  01/30/2025

   
  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

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  the amount of money and the delivery date. The delivery date was supposed to be no later than Jan. 6th. 2025. I received a call on 1/22/2025 telling me the product wouldn't be delivered now till sometime in Feb. I am seeking a full refund.

  Business response

  01/28/2025

  Dear *****,

   

  Thank you for reaching out to us. We apologize for your experience with us and that your order was not delivered as expected by 1/6/2025. We value your business and understand your disappointment with us. However, our records indicate that your order has now shipped and is expected to arrive on 1/29/2025. We have also issued a full refund back to your original form of payment. Your refund is being processed and may take up to 10 business days for you to receive it and 1-2 billing cycles for it to reflect on our 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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 13 2024 my son ordered a Holiday box of *******************, Product Number: *****X and a bottle of Ros, Product Number: *****X from the online store of Harry and David with a delivery date on or before 12/24/2024. This order was a Christmas Gift for me that I asked him to get for me minus the wine that was a surprise for me. He received an order confirmation email at 2pm after placing the order. On January 6th he asked if I could call because he had not received an order update it was still only confirmed. They needed ID for age confirmation because of the Alcohol (it was not asked for at check out.) I emailed a copy of his ID and mine to customer support. I called back on January 14th I was put on hold for 30mins because I asked why they didn't verify ID before checkout. I called back they said they would replace the items ordered with different items 3 boxes of the Royal Riviera Pears and the new Holiday Ros instead because what he ordered was no longer available. They sent him an apology email and a 20% off coupon when things were already on sale. I called today January 22 2025 2:45pm when they told me the order was canceled and refunded on January 16th. My son didn't receive a cancelation notice or refund notice until today. I have been recommending this business for years to people not knowing that this is what they have to deal with when it comes to customer service. The people I spoke with would only read the script over and over. They're hard to understand, it felt like all they knew was the script and no real problem solving skills. I don't feel that this problem was solved by canceling the order and refunding the money. This was a gift from a son to his mother and disappointment is what was delivered.

  Business response

  01/24/2025

  Dear *****,
  
  As per our discussion on the phone today, we are very sorry to hear of your poor customer service experience, particularly that your order was cancelled without consulting first. This is not our standard protocol and was handled inappropriately. I do understand your disappointment and have submitted for approval the gratis gift going to you which you agreed to on the phone. We do appreciate you having been a loyal Harry & David customer and hope to serve you well in the future.
  
  Sincerely,
  
  ****** *.
  Harry & David
  Executive Services
  
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 17, 2024 $94.48 Packaged was lost. Contacted Harry & David customer service. They said once the package left them they were no responsible. Didn't offer refund or resolution. Said I would have to contact fed ex. I did so and they said it was transferred to ****. Package was never delivered. Harry & David didn't back up their guarantee

  Business response

  01/23/2025

  Hello, Thank you for reaching out to us and for making us aware of your experience. We are very sorry that your order was not delivered when you were initially advised  and for any inconvenience this has 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. We have successfully issued a full refund on your order. Your refund is 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 that your orders were not delivered when you initially asked  for them to be and for any inconvenience this has caused but we do have tracking numbers for the orders and will still be delivered. We hope to better assist you in the future. ******* *. ******************** Services Specialist Harry & David
  
  

  Customer response

  01/26/2025

   
  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

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased a rose plant for my mother in law for Christmas for $***** less that 30 days the plant is almost dead, and when we contacted Harry and David none of the products chosen for replacement were available, and we were offered a refund. When the refund came through is was only $16. I emailed the support mailbox, and was told that they do not give full refunds, and was offered a discount on my next order.

  Business response

  01/20/2025

  Dear ****/ *****,
  
  Thank you for reaching out to us. We're very sorry your order was not delivered and for any inconvenience this has caused.  Although an apology does not make up for your disappointment, we want you to know that we are truly sorry. Upon review of our records, we see that a partial refund was issued today 11/18/2025 and the remaining amount was issued on 1/19/2025. Your refund is being processed and will be applied to your original form of payment we are also waiting on a callback as to where to send the Gratis Gifts. Please allow up to 10 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement. Again, we're very sorry for all of the issues you encountered with your order and for any inconvenience these issues have caused.
  
  We hope to better assist you in the future.
  
  Sincerely,
  
  ****** *.
  Harry and David
  Executive *****************

  Customer response

  01/20/2025

   
  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

  01/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a spoiled Christmas gift from a friend through Harry and David, and my attempts to obtain a replacement through their customer service have been unsuccessful. Despite being assured that a replacement would be sent, it never arrived. Each subsequent call resulted in an order number and delivery date being provided, but when I reported the package's non-arrival, I was told that the order number was invalid. I find this lack of resolution disconcerting, particularly given the repeated assurances that the replacement had been sent. During my third call, I requested email confirmation of the order number or tracking number, which I was informed would arrive within 24 hours. However, neither the replacement gift confirmation nor the email arrived, and a thorough search of my junk mail did not yield anything. Today was my 5th contact by chat and I requested to speak to a manager, which they said one would definitely call me in 1-2 hours, which no one called again. This experience underscores the need for Harry and David's corporate office to review and rectify their customer service process to ensure that customers receive timely and effective resolutions for product issues.

  Business response

  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. A replacement order was processed on 1/16/25. Your order number is ********** and scheduled to be delivered by 1/23/25. We do not have a tracking number yet, as the order has not shipped.
  
  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 response

  01/24/2025

   
  Complaint: 22830590
  
  I am rejecting this response because: To ***** L at ****************** of Harry and David. I am writing to follow up on replacement order number **********, which was scheduled for delivery on 1/23/25 but has not arrived. Despite multiple interactions with your customer service department, resulting in the issuance of several order numbers and delivery dates, the promised replacement package has yet to be received. This ongoing issue has persisted, and I am concerned that a satisfactory resolution has not been forthcoming. I urge you to provide a candid assessment of this situation and clarify whether the spoiled gift product sent in December will be replaced. As a customer, I believe it is your company's ethical responsibility to ensure transparency and accountability in your business practices and to take corrective action when necessary.
  
  Sincerely,
  
  ****** *********

  Business response

  01/30/2025

  Dear ****,
   
  
  We are very sorry your gift was not delivered as requested. I have opened Case ID ******* to monitor your order until the delivery is made and will provide updates as they become available.
  We are very sorry for the inconvenience this has caused. 
  
  Sincerely,
  
  **** *.

  Harry and David

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

  
  

  Customer response

  01/30/2025

   
  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. ↩