Harry & DavidReviews 639

I have had very frustrating experiences trying to order from H&D this year. I literally spent hours trying to enter an order. First, after entering all the information, it didn't let me advance to payment. I had to do it several times. Second, I couldn't get the delivery times I wanted until I paid for the annual shipping fee. Before signing up for the annual fee, the shipping dates were coming though for January. And these were Christmas gifts In checking out, I entered the promo code, but the discount was never applied. I tried the chat line with no success and called but the wait time was long so I left my phone number for call back. Never received one. I don't know what else to do. I have shopped with H&D for years and I'm not sure they need my business any more or their just too busy. What can I do?
In addition, I requested a delivery date of 12-17 and on 12-7, I received a message a day that the orders had been shipped. Surely it doesn't take 10 days for delivery. This is just another in a long series of blunders with H&D this year. It will probably be my last year after many years as a customer. H&D is not the same. C. J. Hellier

Ordered a gift basket. Promo said order $30 more for no shipping costs. So I ordered $30 more and they billed me in two separate invoices-one for products one for shipping. I called customer service twice. They said they didn't charge me for shipping, said I ordered two gifts not the three I ordered, repeatedly put me on hold, wouldn't get a supervisor, and after over an hour on the phone they finally agreed I was right but one of the orders was from a duster company which voided the promotion. No indication on my printed receipt that it was all from Harry and David. Total bill was $25 over listed price.

I ordered a $25 gift basket that cost an additional $10 to ship but was charged $36.97 2 times on my debit card. When I called their customer service center they say this is their normal practice and a normal practice for all website charged. They then stated that one of the charges is temporary and is used to confirm my billing address and will only be on hold for 3-5 business days and blamed my credit card company. I explained that I used a debit card and no other website needs to use this practice to conduct business with me. Also if this is used to obtain my billing information couldn't they do so with a much smaller charge (say only a few cents). I asked if there was any language on their website to alert me of this additional temporary charge and they said there is not. I asked them to reverse the charge and they said they don't have the authority to do so. I reminded them that I never gave them the authority to charge me twice but they would not acknowledge that and that the only way they could help me was to fill out a form that would provide feedback to their upper management. I now have to wait a week for my money. I almost purchased an additional product to achieve their free shipping minimum but I am glad I didn't since I am now in jeopardy of bouncing my mortgage check because of this (a pleasure of living paycheck to paycheck). Customer Service did not care nor offered any reasonable solution. They also would not conference call my bank at my request to help remove the hold on my funds. They don't care and anyone that has received one of their gift boxes can tell you they don't look anywhere close as nice as they do on their website and their cookies are not the best either. I wish the Girl Scouts would sell holiday cookie baskets instead.

Made an order for my brothers birthday on December 2nd to be delivered on December 4th. Kept checking as deadline approached due to no response. Called customer service over 10 times and was told my order would be on time. Frustrated I called Fed X who told me the order was damaged and to call shipping. Spoiled my trust. Order was to go to New Mexico but was still in California pending. I had to do all the WORK! I canceled order and they still have not refunded me.

I ordered two of these: one shipped as a gift and one for myself. They contained no recognizable lobster. They did include a small amount of red mush that might have once been from the lobster body. I was mortified to have gifted it and mortified to serve it. Over $120 sent. To date? My complaint has been "forwarded to managment." They advertise a satisfaction guaranteed policy: I am far from satisfied but as yet do not see them making this right.

I had a fairly simple problem: My free shipping through my Passport membership (which I paid for) was not showing up on the order form. I went through this in a long conversation with a chat agent, then an email conversation with a different Loyalty agent who told me to wipe my browser history, then another Loyalty agent who had no record of any of my previous contact and could not find my Passport membership and told me to call, which I did, only to be disconnected twice and now my emails are again being answered as if there is zero record of my previous interactions. TERRIBLE customer service - it may be bots or it's people with no access to record-keeping or incentive to actually help.

I have always loved giving Harry & David foods & have done so for years & years. But doubtful I'll return. Purchased by phone (Black Friday deals) and was given a verbal breakdown of EACH COST (no computer in front of me - had to trust them). Was told shipping was $15.01 and also told I would NOT be charged the mid-December shipping surcharge because I agreed they could ship my order early. This morning, when I got to my computer I saw that my total had included an extra $3.98 for "Additional Item Charges." It's that surcharge. A bad surprise that wipes out a lot of my BF savings. This morning's Chat simply apologized but didn't remove the surcharge. Tried to first tell me it was just the shipping charge (wasn't - it was shipping plus surcharge - I HAVE the breakdown here in print). When they realized I wasn't buying that tale - they then said it was because of the day I ordered. Wha?
I kept the order because the food is nice but I will shop EVERYWHERE else before heading back to H&D ever again. You've lost a long-term, loyal customer over $3.98 - that you KNOW doesn't belong on my bill. Oh yes, and, my goods are still shipping early. No value for that surcharge here... geez, Merry Christmas...

I placed an On Line order as a gift. Although my shipping information was correct I received email and checked order which stated my shipping zip code was in correct so I used on line chat. I gave order number to chat agent who said checking my order. I received repeated messages sayin than you for waiting patiently. After about 20 minutes my chat was disconnected. I did a new chat and that agent took my information and responded that my gift order would be sent to me. I then called customer service and talked with an agent. He said my original zip code shipping information was correct. I asked him to send me an email. For the next 15 minutes he told me he was loading the information to send me an email. I received no email. He then said he would give mee a discount. Said it would take 48 hrs. He said I would get an apology letter. I asked to speak to a supervisor. He said he would try to find one. More time went by and I hung up and called again. In about 5 minutes, i gave the agent my order number and she checked my order and confirmed all of my original order information was correct and sent me a confirmation email. She wanted me to talk with a supervisor and relate my earlier problems with Chat and the first agent. She transferred me, but I was on hold for several minutes. I had enough and hung up.

We ordered a pre-cooked turkey, cranberry sauce and stuffing to be delivered the day before Thanksgiving at a total cost of $166 ($30 delivery). Three days before the cranberry sauce was delivered. The day before Thanksgiving the stuffing was delivered. The turkey never arrived. On Thanksgiving Day I phone Harry and David's 5 times. The first 4 times I reached people in other countries who barely spoke English and who had families and children talking in the background and with whom the Harry and David representative was conversing while trying to help me with my order. The first person told me the turkey was lost and offered to refund me $40 dollars of the $166 order. The second person told me the turkey was on the way and should arrive at midnight on Thanksgiving day. The third person had children screaming so loudly that neither of us could hear each other and I hung up. The fourth person told me that the turkey would arrive on Friday and offered to discount us $45. The fifth person we spoke to was American. They apologized and offered to fully refund our offer. About an hour later we received two invoices: one for $46 and one for $96. The said INVOICE not REFUND. So it appears that Harry and David have now charged us $166 for a turkey we did not receive AND have now charged us an additional $141 for our trouble. And, of course we are now going to have to spend even more time (probably speaking with out-sourced customer service reps who do not speak English) trying to negotiated a bill for extra money. We have been customers of Harry and David for 25 years. We have no words.

Incompetency and poor management that has effected my Thanksgiving gathering. 2 weeks ago my son ordered a very lavish and opulent Thanksgiving meal from Harry and David for his 94yr grandfather and out immediate family. They immediately charged his credit card. Today it was scheduled for delivery. I contacted Harry and David to find out what time it would be delivered, and only to find that they neglected to send the order. I spent an hour on the phone and found that they canceled the order and they were sorry. The only compensation they would do was to give me a 20% discount for future use. I laughed as they can not ever be trusted. DONT EVER ORDER FROM HARRY AND DAVID AS THEY WILL LET YOU DOWN!

The first cake I ordered arrived on schedule and not damaged. The second cake arrived three days after it said it had been delivered and it was smashed on one side and icing missing off top. The third cake I ordered just like the first, it arrived with ice on cake and frozen like a rock. I can't tell if it's the pineapple upside down cake or a carrot cake. THE BIGGEST ISSUE WAS IT WAS DELIVERED UPSIDE DOWN/LAYING ON THE SIDE. Since it was frozen you'd think it would be fine, nope. It is smashed on the side. Thank you FedEx or H&D.

I have been dealing with Harry and David for a while and placed an Order for nearly 300.00 for a Turkey Dinner for a friend that was suppose to be Delivered on the 24th.
It was not as it hasn't even left! They argued on the phone stating "WHATEVER" and I was wrong! My order clearly shows Delivery the 24th which I paid extra for, rather than admitting their mistakes they use the words "WHATEVER"! Unbelievable and after the recent 9 SEPARATE ORDERS I HAVE PAID FOR HARRY AND DAVID CAN GO TO HELL! LIARS!