• Report: #296621

Complaint Review: Harry And David

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  • Submitted: Thursday, January 03, 2008
  • Last Posting: Wednesday, December 29, 2010
  • Reported By: — Upper Marlboro Maryland
Harry And David
2500 S. Pacific Hwy, Medford Oregon 97501-2675 U.S.A.

Harry And David Sent us bad fruit and cheese and refused to correct the situation. Poor customer service! Medford Oregon

*UPDATE EX-employee responds: Sounds like isolated incident


4Author 1Consumer 4Employee/Owner

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We received a gift that was sent to us from Harry and David's and when it arrived, it had bad fruit (pears) and the cheese had been without refrigeration far too long. I called Harry and David's Customer Relations to be told that it is nothing they can do to correct the situation. They claim to have the "Strongest Guarantee in the Business", they claim to "guarantee your complete satisfaction" and say that "if you are not satisfied with this product, just let us know and we'll make it right with either an appropriate replacement or a refund". However, when we contacted them, they suggested that we "do not eat the cheese" and told us that it was nothing they could do to rectify the situation. We are very disappointed as customers and will never again make a purchase from Harry and David's. We will also ask our friends to never again send us a gift from Harry and David's.

Denise
Upper Marlboro, Maryland
U.S.A.

This report was posted on Ripoff Report on 1/3/2008 10:31:31 AM and is a permanent record located here: http://www.ripoffreport.com/gourmet-stores/harry-and-david/harry-and-david-sent-us-bad-fr-p9439.htm. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
4Author 1Consumer 4Employee/Owner
Updates & Rebuttals

#1 Employee

This was not handled appropriately

AUTHOR: Stacy - Newark (U.S.A.)

SUBMITTED: Saturday, January 05, 2008

I have worked for this company for a long time. I have to apologize for the way you were treated. Please do call us back with your order number, last name zip code, phone number some way we can look up your order. Not knowing the whole conversation you had with the representative, the only reason they would "deny" a replacement is IF & only IF they did not have an order to send the replacement out on. If you think that the person that gave you the gift bought it at a store let the representative know that. Again I apologize on behalf of all Harry & David employees. Please do call us back as we DO HAVE the strongest guarantee in the business.
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#2 Update By Author

Harry and David, Medford, OR, Poor customer support!

AUTHOR: Denise - Upper Marlboro (U.S.A.)

SUBMITTED: Sunday, January 06, 2008

This is in response to the Harry and David employee who responded. I appreciate your response, however, I spoke to three (3) different employees (one was a Manager) at Harry and David's and they were provided with the order number. I even had to go out and look through my trash to get the original box because initially, they were not interested in even having a discussion about the bad products. Fortunately, we still had the box in the trash and once the Manager was provided with the order number, she reiterated that it was nothing she could do. My only guess is that after having spoken to at least 3 people in Customer Support, you are only responding because I have exposed the poor Customer Support of Harry and David's and the fact that you do not honor your written guarantee.
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#3 Update By Author

Harry and David, Medford, OR, Poor customer support!, Gourmet Food

AUTHOR: Denise - Upper Marlboro (U.S.A.)

SUBMITTED: Sunday, January 06, 2008

This is in response to the Harry and David employee who responded. I appreciate your response, however, I spoke to three (3) different employees (one was a Manager) at Harry and David's and they were provided with the order number. I even had to go out and look through my trash to get the original box because initially, they were not interested in even having a discussion about the bad products. Fortunately, we still had the box in the trash and once the Manager was provided with the order number, she reiterated that it was nothing she could do. My only guess is that after having spoken to at least 3 people in Customer Support, you are only responding because I have exposed the poor Customer Support of Harry and David's and the fact that you do not honor your written guarantee.
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#4 Employee

Order number

AUTHOR: Stacy - Newark (U.S.A.)

SUBMITTED: Monday, January 07, 2008

May I have your order number so that I may take a look at it or your last name?
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#5 Update By Author

Poor Customer Support! Bad Gourmet Food!

AUTHOR: Denise - Upper Marlboro (U.S.A.)

SUBMITTED: Wednesday, January 09, 2008

I appreciate your efforts, but I am not willing to provide my contact information via the Internet. As I explained earlier, after three attempts to rectify the issue via phone calls to Customer Service, I tossed the products and the box that contained the order number and vowed to never again deal with Harry and David.
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#6 Ex-Employee

Doesn't Sound like Harry and David to me!

AUTHOR: GloriaJean - Pleasanton (United States of America)

SUBMITTED: Wednesday, December 16, 2009

I worked a Holiday season for Harry and David, and I have to say- in the week long training class they gave me, the number one thing they taught to me was... No questions asked send a replacement ASAP!

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#7 Consumer Comment

Harry and David is Customer-Blind

AUTHOR: Fred b - Elmhurst (USA)

SUBMITTED: Saturday, December 26, 2009

Our experiences with Harry and David have been so bad we ended up insulting friends last year who gave us a subscription.

Two years ago an employer sent a very large basket - at least 25% of the produce had visible mold. Yuch!! A phone call told us we had probably mistreated the products to cause this!

Last year a very good friend sent a subscription. The moment I received the email from H&D, I responded that I wanted my friend to be given a full refund, and explained why. Guess what... "Sorry, it has been shipped."
I would NEVER recommend these folks to anyone, let alone subject a friend to their mediocre, overpriced products.

Take the effort and go to your locak produce store. You will get better products (if you take the time), and pay a lot less. Plus, no one will have to deal with the Harry and David Corporate Monster.

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#8 Ex-Employee

Sounds like isolated incident

AUTHOR: kate - ashland (United States of America)

SUBMITTED: Wednesday, December 29, 2010

 I worked for the company as a seasonal employee and was very impressed with their customer service in handling any complaint.  Any item received damaged was replaced NO questions asked and the attempt was to give the customer complete satisfaction.This service was given to both the buyer and recipient of any item.

 

This story does not ring true from what I witnessed in my month of seasonal work with the company.  They have exceptional products and although it seems expensive at first glance, the abundant coupon deals providing everything from 25% off and free shipping provide a very convenient and quality gift giving/receiving experience.  They have many loyal customers that shop by phone and online with them year after year and in doing so they avoid crowds, the hassle of the post office and get a great deal.

My only suggestion to the company would be to train their employees more thoroughly before they put them into action and pay them better so that they can retain a good core group of quality employees to help them achieve their mission.  In doing that they might avoid what appears to be a rogue situation as described. 


 

 

 

 




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