I made the mistake of choosing to order from H&D based on reviews from NYT-Wirecutter, USA Today... Yes I know even these sites which pose as independent sources of information get a cut from the products they recommend but I expected there would at least be some quality behind their recommendations.

I made an order for a basked of about $300. During the shopping experience I was offered a discount code which I wrote down to use at checkout. Upon checkout didn't see a way to enter the code until the very end at which point I had entered shipping, billing, payment information. When entering the code it gave an error 'You must have one item in your cart to use this code.' I clearly had one item, tried it a couple of times and gave up and processed the order.

Upon completing the order and getting confirmation I realized the delivery date was far too early (this is a Christmas gift including food items) and I did not want it to arrive weeks in advance. I was never given an option to choose a date. Within minutes I contacted customer service to request a change in delivery date closer to 25 December.

The CS experience ranged from comical to infuriorating. It is essentially a text chat where you start out with an exceptionally incompetent AI bot that took basic information and then decided it could not perform this task and passed me on to an equally unhelpful agent. The chat began at 8:25 PM (UAE time zone). After explaining the issue I was first told the delivery date could not be changed (even though it hadn't even been processed yet) then asked to verify all details again, then told it would be delivered before 25 Dec (which I already knew because it was scheduled for 12 Dec), then asked if I wanted to change to 27 Dec (despite clearly asking for a window of 20 - 24 Dec), then asked for the age of my 83 year old father becuase it included wine (age was already given at the time of order), then asked again for the names of the recipients, then told it would be delivered 'by the week of Christmas' (given Christmas is on a Sunday this could be interpreted as between 25 - 31 Dec) when asked to clarify what that meant the answer was they didn't have any tracking information so couldn't say, then posted a phone number and email and ended the chat. This chat ended at 9:16 pm almost an hour later.

At this point I called the CS number gave all the order, billing, delivery, ages again and spent the better part of 20 minutes explaining what I wanted in terms of delivery dates. Ironically while on hold the message says we know how important it is for the gift to arrive at the right time so you can specify exacly when you want it delivered. This information seems not to have filtered to the CS team. At this point I have no confidence the delivery date but not sure what else could be done.

I then contacted them the next day to follow up on why the discount code didn't work and if it could still be applied. After the same inance AI robot interaction they connected me to an agent. Seemingly all interactions from previous conversations are lost so I had to again provide all information. I explained the issue and was then told how and when to apply the coupon. I explained again that i had already ordered and the coupon didn't work. I was then told the item had already shipped 5 days prior to me even ordering! When I questioned this I was told this was a mistake - they were looking at another order and asked for details about the coupon code which I provided. I was then told they had already 'refunded $269.99 (before tax and shipping) in your bank acc for the discount. Would you like email confirmation of that?' I indicated that was 100% when I was expecting 10% and yest I would like confirmation. At this point the conversation was terminated by the agent and I was asked if I wanted to send another message to which I replied I did.

I asked the agent to review the previous conversation and was told they did not have access to any of that so I cut and pasted the entire conversation and asked why I had been told about this massive refund? The agent completely ignored my questions and previous conversation and began to give me order details which I already knew. They also indicated that the discount could not be applied because the gift included wine. However this was not apparent at the time of providing the code and was not indicated in the error message when the code didn't work. They did apologize for the previous agent providing wrong information. This interaction lasted 58 minutes.

I have no idea if the quality of the gift basket will be any good or not but given the effectiveness of the customer service and the poor ordering interface I am not hopeful. Regardless of the quality of the product I would never consider buying from them again based on the level of service.

Online purchase has turned into a nightmare and the merchandise has not arrived yet. Was in the hospital awaiting medical care around my cancer... thought I'd do gift giving as a distraction. I've ordered from the company previously without a hassle. I was unable to get their Go Santa promo for free shipping to work. The first rep said she couldn't help and couldn't connect me with a supervisor, so, she recommended I call back in an hour. I called back and spoke to a young man who processed the transaction using the free shipping promo. His computer reportedly crashed so the purchase was put throw several times. I checked my checking account and saw that Harry and David had preauth my bank to withhold funds for the purchase twice. I called to get this error rectified.The customer service rep at the Answer Center in Jamaica could not help and could not connect me with a supervisor. Contacted the corporate offices got the HR Dept. Was told to leave a detailed message with the head of HR, who was out to lunch. Her answering machine message suggested she was out of the office until 10/13, which isn't until next year. Finally, got the Executive Service team, as you can't reach the CFO or CEO of the company. There is no email address available for Diane Strong Summer-Haze who is listed as head of customer satisfaction. I spoke with "Catherine from Oregon", Executive Service team, who was going to resolve the issue. I was to receive credit so that Instead of paying for apples& pears which had been deducted from my order without my knowledge.The company was going to send the gift gratis. Well, the situation got worse as a new preauth was added making the total for my purchase 21/2 times the original cost. They were tying up $197.79 of my money at Christmas time for Cushman Honey Bell Oranges, which was to cost $30.59; and delivered in January. Catherine from Oregon said I was not listening to her because her company was not holding my money the bank was. Which was incredulous as H&D said I owed them money so they asked my bank to hold that money. Like my banks just magically came up with this preauth. She was to have someone else call me. I take it her supervisor. I heard nothing. I spoke to my bank who suggested I refer this to my bank's fraud unit, because Harry&David rep claimed to see none of the preauths. Now H&D have credited my acct. With $40.78 to make the pears& apples free; but have charged me$55.05 for some unknown reason; and this brings the total costs for the purchase on some $29.99 oranges $85.64. When I suggested the bank's fraud case H&D rep said their Finance Dept. could talk with my bank. It would take a week or more to resolve this issue. The rep supervisor was to call me. I have not heard from her supervisor. Christmas will have come and gone by then. Harry and David still have my money tied up, as they have settled the debt they believed I incurred. The preauths have not fallen off as one would expect, since I've more than paid for this fruit. I have a confirmation number and fraud claim number as proof to verify this transaction. They were given verbally by customer service reps. Guest I'll not shop here again!

Do NOT order anything from Harry and David (@harryanddavid) or you may just be wasting your time and effort. If you have any questions about my experience as stated below, please email me at *******@aol.com and I'd be happy to provide you with any further details. Do NOT buy anything from this company.

I completed ALL of my Holiday gift shopping and even ordered gifts for a couple of family members" December Birthdays back on November 4th and 10th. I ordered items for over 20 different recipients for a total of around $800. I spent about 4 hours on the website picking out items, entering 20+ recipient addresses, personalized gift notes for each recipient, choosing delivery dates, etc.

Many of the gifts ended up being "out of stock" up to weeks after my order was accepted. Even though they don't show up as such on their website when you select, order and pay for them.

They have horrible online chat robots but once I got an actual "agent" online they didn't read and write very well and simply kept sending me links to the "my orders" section of the website. Eventually the agent just hung up / "left the chat" without any notice and without providing an answer to my question which was essentially "what happened to 17 missing items from my order"?.

I then received poorly written and mostly automated responses when I emailed their "service" email ( *******@harryandavid). On multiple occasions they would respond by asking for information that wss included in the email i sent to them, such as my contact information and order number. Clearly they do not thoroughly read what you write to them before responding.

The end result was that after numerous hours spent ordering online and even more hours attempting to follow up on my orders, approximately 22 out of around 25 gifts i ordered had an issue. Examples of the issues were: shipped over a month early, became "out of stock" after the order was placed, had a delivery date adjustment or simply vanished from the "my orders" section of the website. Yes, a total of 17 out of 20 gifts in one of my orders was mysteriously canceled and refunded without any explanation or notice at all. The end result was that 17 friends and family members will not receive their birthday and/or Christmas presents and I have yet to receive any explanation as to why, except that "an agent canceled and refunded (my) order". I have attached one of the many horrible email responses i received from them. Notice the misspelling, the poor grammar, the lack of answering "why" was my order was canceled and the lack of any type of real solution or assistance. This is one of many similar emails that i received. I guess I will never know why these 17 items were canceled.

This is the first company I will ever be filing a formal complaint against in my entire life.

I have ordered from H&D for well over 2 decades. However, after my experience last year and this, I will NEVER use them again. Here's what happened this year:
I placed two orders to multiple families and friends that totaled over $500 worth of goods. Given last year's faux pas I made SURE that every order was "guaranteed delivery for Christmas" before it was confirmed and paid for.
Two weeks ago, I was sent a text from my credit card company asking if I was double billed for an order as there were two identical charges. Sure enough, H&D had billed me TWICE for one of the orders!
I attempted to contact them by phone and gave up after 45 minutes on hold. In addition, their "hold" system is ridiculous - every 2-3 minutes, a recording comes on asking me if I want to have a call back or continue holding. When I choose "continue to hold", I'm then asked to CONFIRM that I really want to continue to hold! Divide that 2-3 minutes over 45 and you can probably see how annoying that becomes.
So, I decided to try their "chat" feature. The agent was clueless. She actually wanted me to provide the names and addresses of ALL of the people to whom I had sent gift orders to instead of just asking for the actual order number in question.
After a flurry of typing back and forth and getting nowhere, I gave up. I told her that the next step would be to contact my credit card company and submit a complaint with the Better Business Bureau.
After hanging up, I called the credit card company. I got an agent in less than 20 seconds, she understood the problem and confirmed that a credit had been issued for the double bill (well before I had the chat with H&D agent).
NOW, I get an email notification that several of the orders went out YESTERDAY (December 2nd) by Fedex! Is this what "delivery by Christmas" is supposed to be? Why don't they just ship them out two weeks before Thanksgiving? These are supposed to be CHRISTMAS presents! Fedex traditionally delivers well within 2-3 days of shipping. All of my recipients live in major cities throughout the United States, so H&D can't claim that the extremely early delivery dates were because of rural addresses.
I'm not even going to bother to attempt to contact them again as it is a total exercise in frustration.
My orders next year will be from Goldbelly. I had a simple delivery problem from them that was actually the fault of the DELIVERY company and Goldbelly bent over backwards to make sure the delivery was done right and on time even though it wasn't their fault. When I called them, I got to an agent in less than 2 minutes AND he understood the problem and assured me that he would do everything in his power to make sure it was right and I was satisfied. This is the way a company should be operating.
I see countless complaints against Harry & David and the problems don't seem to be resolved. Gordon Ramsay, a successful restauranteur with outstanding restaurants in multiple countries was once quoted as saying, "I welcome the complaints which gives me the opportunity to improve and make sure my customers have a great experience." This is why his restaurants have so many Michelin Stars.
Harry & David doesn't seem to learn from the mistakes, so they continue year after year. I really don't know what's happened in the last two years, but their service has definitely declined and they do little to make it easy for customers to reach them.
I attempted to send them a complaint letter by fax which failed multiple times (error: "bad line or receiving fax out of memory"). I ended up sending the letter by USPS mail.
I cannot recommend Harry and David to anyone wishing to send gifts of fruit, baked goods or candies. It can't be guaranteed that the gift will be received on time, and if there are any other problems, it is next to impossible to reach a COMPETENT customer service agent who can resolve the problem quickly.

Harry and david sent a tower I purchased to Irving, tx instead of Foxboro, ma.
Their online help is atrocious. Not one iota of help given.
In effect, this company stole my money.
The tracking number is
Tracking #: *********************
Not only that, they also shipped the order a month early.

I needed to change the ship date or the destination on an order that was being shipped via FedEx and not due to arrive for eight days, so it clearly hadn't been shipped yet.

I tried the website, which agreed that it hadn't been shipped. But when I tried to modify the order, it said it was too late to modify the order.

So I tried the 877 customer service number. It said wait time was 30 minutes, but if I left a callback number, I'd be called back without losing my spot in the queue. After two hours (they never did call back at all), I tried calling back and just holding. This time it said the wait was 45 minutes. After 90 minutes, someone got on. Her voice sounded very distorted, but it sounded like she was saying she couldn't hear me. I was not on mute. I said very loudly "Hello? Hello? Yes, I'm here." She again said somthing about not being able to hear and disconnected.

In the 90 minutes I was on hold I discovered their online chat feature. Someone answered immediately. I explained my issue. They said they coudldn't modify the order because it had already been shipped. I explained that A) FedEx doesn't take 8 days to deliver and B) the website said it hadn't been shipped. Then I asked, if it's been shipped, please give me the tracking number. They said the tracking number would not be available until the day the package was due to arrive. Again, not how FedEx works. They then said the tracking number was printed on the label and they had no way to know what it was. So I asked to speak to a manager. They said "just a moment please" and 20 minutes later disconnected the chat with no further reply.

Meanwhile, I saw that on the order details page on the web, it showed a tracking number. (Yes, the same page that said it hadn't been shipped yet.) It claimed to be a FedEx tracking number and it was a link to the FedEx tracking site. But the number had over twice the expected number of digits for a FedEx tracking number and FedEx unsurprisingly said "not found."

After the chat was disconnected, I tried again. The agent said they couldn't help me because another agent was already helping me and the order was locked. I explained that not only were they not helping, but they disconnected the chat. This agent said "let me see what I can do" and 15 minutes later also disconnected the chat with no further reply.

I am going to try waiting until the order details screen says it's shipped and see if there's a valid tracking number at that point, but I hold out little hope. I have never experienced such poor customer service anywhere else.

I ordered 2 gift sets one being the Chardonnay pairing box and the other a thank you wine box. These gifts were meant to be for bosses day which is today October 16th and were suppose to have arrived one on Tuesday and the other Wednesday. I was very hesitant on ordering online and decided I would call to place my order to ensure it would be sent correctly and arrive on time. Placed my order with a lady via phone who didn't seem to be much help with my questions she took my cars into and the said we'll email you the order # but never asked for my email. I called back the following day requesting that they please email me a receipt with tracking info only to find that the address of delivery was incorrect. The person on the phone quickly addressed the mistake and corrected the address and confirmed with me that there would be no delay on the delivery. Come Tuesday I was expecting my 1st delivery and nothing came the Wednesday came along and as we approached the afternoon my concern became to great to bare so I called the customer support number and asked when I could expect my delivery. She told me the package had been delivered yesterday and I asked where it was delivered to since I had not received it, she quickly said oh no my mistake it looks like the Chardonnay pairing box is expected to arrive on the 19th and the thank you box will ship out November the 3rd. WHAT! How could that be I was assured I would get it by Wednesday the 14th in time for bosses day! I asked to speak with a manager and was placed on hold the the call dropped I called back and then again was asked to hold only to be instantly hung up on again 3rd call again asked for supervisor and was rudely told "you know I'm trying to help you" and I responded I realized that but you've done all you can and now I'm asking to speak to a supervisor. I held for 30mins and then the call dropped. I called back again now the 4th time and had a man help me who apologized and explained that I was misinformed and that one of my packages had indeed be shipped and was somewhere in Melbourne Florida and would arrive on the 19th the other was on back order and was available for delivery until November. I ended up canceling my non shipped order and the other I was not able to Cancel since it was already shipped was simply told that once it arrived for me to call back and tell them it had not arrived in time and that I expected a refund. Well here I am now today with no Harry and David gift basket to present on Bosses day so I ended up calling edible arrangements and ordered a set of gifts from them so that my superiors had something from the staff and I showing our gratitude for them. NEVER EVER ORDER FROM THEM! Plus shipping was $30 and to not get the items on time is just silly.

Love!