Harry & David

Dear Ms [redacted] : Thank you for contacting our offices regarding the Royal Riviera Pear gifts that were delivered to your recipients for the upcoming holiday season I would like to explain that the guarantee statement included in our catalogs and online, “You and those who receive your gifts must be delighted, or we’ll make it right with either an appropriate replacement or refundAlways.” We are more than willing to send a replacement of comparable value to recipients who have received our giftsAs this was discussed on December 2, I have been awaiting your return call as to which action you would like to pursueWe trust our action will resolve the issue, Ms [redacted] , and appreciate the opportunity to demonstrate the sincerity of our guarantee Sincerely, Harry and David

Complaint: [redacted] I am rejecting this response because: I spoke with you all in mid-Dec and provided you with my contact information including my cell numberYou continue to refuse to update your systemsIn fact, I spoke with Christina from Executive Services who admitted how badly your company has performed and graciously sent me English Muffins as a giftThe problem is that I still have no explanation for how the orders were placed without my consentChristina promised that I would receive a call with an explanation I have given your company my contact info several timesSincerely, [redacted]

Dear Mr [redacted] , We appreciate your contacting us regarding the receipt of promotional emails from our companyI deeply regret that you found it necessary to contact us more than once and wish to confirm actions takenPlease accept my apologies that your request was not acted upon when you initially contacted usActions taken to address your concerns include the following: Your email address has been globally opted out, thus will receive no automated transactional emailsAdditionally, our email vendor has been advised to remove your email address from the databaseThis action took effect immediatelyHowever, since our email broadcasts are prepared well in advance, you may receive a few moreWe regret the inconvenience you have experiencedI hope that in the future we may have the opportunity to restore your confidence in Harry and DavidIf I may be of further assistance, please let me knowBest wishes, Executive Services Harry and David Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They did send me a complimentary gift box for all of my troubles It was very good Their products are always outstanding My only problems were being double billed and when I cancelled my order, the amount of time it took to get my refund Also, I should have gotten an e-mail confirming my cancellation, which does not seem to be a practice of theirs You have to special request that and get back in the phone queue and wait Sincerely, [redacted]

Dear Mr [redacted] : We owe you an apology We were informed by the Revdex.com that you had filed a complaint concerning the duplicate charges occurring to your bankcardThank you for taking the time to do so We have been able to identify an error in the system, which is currently being addressed by the highest levels of IT As per our discussion on December 21, 2016, these duplicate charges have in fact been removedI am truly sorry that this inconvenience occurred We regret any disappointment this may have caused and appreciate the opportunity to make amends If we may be of further assistance, please let us know Best wishes, Harry and David

Dear Mr***: Thank you for contacting us concerning your request to be removed from our promotional email and mailing list Please accept our sincere apology for any frustration or inconvenience this issue may have caused you We have removed your name from our mailing listWe have further confirmed that this action was followed through on by our email vendor on 12/23/ Sincerely, Harry and David

Dear Mrand Mrs [redacted] : We are very sorry for the frustration and inconvenience we may have caused you this order As per our conversation on January 20, 2016, a replacement was sent to your recipient Mr [redacted] of the inch Vibrant Mini Rose Triple and was delivered on January 22, We’re sorry for any disappointment this may have caused and hope the gift brought your recipient all of the enjoyment intendedWe further appreciate you given us the opportunity to restore your confidence in us Best wishes, Sales and Service www.harryanddavid.com

Dear Mr [redacted] , Thank you for contacting us concerning the need to change delivery date for your recipient We again apologize for the wait time incurred while calling into our customer service line We were happy to assist you in ensuring that the gift did arrive on time Your satisfaction is of paramount importance to us Harry and David

January 2, 2018
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*** ** *** Dear Mrand Mrs***: During a recent submission to the Revdex.com, you made the request to have our Passport Program to be applied to your Groupon
orders. I’d like to take a few moments to address this. Per the agreement with our partnership with Living Social/Groupon clearly states the Maverick Pears do not qualify for any additional promotional offers and/or Passport and since Passport is considered a promotional offer there for cannot be applied to the orderTo be clear: Our Passport Celebration Program states within the agreement- items may vary and are subject to availability, delivery rules and timesIn this case, the offer from Groupon for the Maverick Pear- the voucher states that the customer is responsible to pay the shipping and handling on giftAs a courtesy we have issued a refund for the shipping and handling a way of apology and we have sent out a free gift to your address. As we developed our pricing strategy, we considered the strengths of our merchandise and the requirements of our customers. Our core gifts are based upon items already in limited supply; that is, our Harry and David fruit has a finite quantity with limited shelf life. Other products may have comparable limitations. With those factors in place, additional discounting is not a prudent business position for us. Therefore, our discount policy as shown on our website, catalogs and coupons states that we do not apply more than one discount or promotional offer per order. We are always happy to apply the greatest saving between the available discounts. We hope to have your understanding that we do not extend ongoing discounts of this nature to any of our customers, including those who have been with us for many years. We have an obligation to treat all of our customers equally, and to grant some but decline others would be fair to no one. Although multiple discounts cannot be offered per company policy but if you choose to order with us in the future, you can be sure we’ll do our best to provide you with the fines products and quality service you’ve come to expect from Harry and David. Sincerely, Executive ServicesHarry and David

Nov27, 2017 Dear Ms***,Thank you for recently contacting us regarding your ordering experienceWe are truly sorry to learn of your disappointmentAt the time of your order not all items were available for immediate deliveryUnfortunately the item remained unavailable for shipment
and we were not able to deliver for your planned eventWe again apologize for any frustration or inconvenience this may have caused youThank you for the opportunity to explain.As requested we did refund you for the complete order and wanted to thank you for allowing us to find a satisfactory resolution for youBest wishes,Executive ServicesHarry and David

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Ms*** ***:
We owe you an apology. We were informed by the Revdex.com that you had filed a complaint concerning the downgrading of shipping method and late arrival of gifts
Thank you for taking the time to do so. We have been able to identify an error in our system, which is
currently being addressed by the highest levels of management
I am truly sorry that we have not been able to have a conversation concerning this, although we did make several attempts and left voicemails. You stated that you do not wish a refund. We would be happy to provide one, should you change your mind to allow us the opportunity to make amends
We regret any disappointment this may have caused and appreciate the opportunity to make amends. If we may be of further assistance, please let us know
Best wishes,
Todd C
Sales and Service
www.harryanddavid.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

January 16,
Dear Ms***:
We are very sorry for the frustration and inconvenience we may have caused you this season
We want to thank you for our conversation we had on January 6th and letting us explain the situation
We regret the inconvenience you have experienced, Ms***, and sincerely appreciate your patience and understanding. I hope that in the future we may have the opportunity to restore your confidence in Harry and David
Best wishes,
Harry and David

Complaint: ***I am rejecting this response because:
The money for the gift was not delivered, the money was refunded the $to my debit account, and the extra $hold was released on my debit accountThis puts me back to square one before I tried to order a Christmas present for my Sister. At this point I am not out of any money nor has it cost Harry and David any moneyAfter thinking about it and spending over hours over the phone including numerous phone calls and being on hold for most of the time trying to talk to customer service in the Philippines and them telling me that I couldn't cancel my order and having to get transferred to a supervisor to get things straightened out and having the extra stress of having to rush and get my Sister another Christmas present sent to her, I think the least Harry and David could do would be to send my Sister some sort of gift basket for all of the trouble, time, and frustration that I had to go throughI am a repeat customer and this is no way to treat a customer.
Sincerely,*** ***

December 28,
Dear Mr*** ***:
Our office was contacted concerning regarding your recent holiday order. I regret the circumstances that prompted your contact and since we have been unable to reach you by telephone, I thought it best to
write
We have refunded back the $as requested due to a misunderstandingThe promotional advertisement in which you had responded to and ordered from was: Up to 25% off and free standard shipping on select items
Please accept our sincere apology for any frustration or inconvenience this issue may have caused youThank you for your understanding and your business
Best Wishes,
Harry and David

This is to advise that this matter has been resolved Thank you for your assistance
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Dear Ms***:
Our office was contacted concerning your request to be removed from our promotional email list
Please accept our sincere apology for any frustration or inconvenience this issue may have caused you
As I explained on the phone we have removed your name
from our mailing listWe have further confirmed that this action was followed through on by our email vendor on 5/3/2016.
Sincerely,
Harry and David
Executive Services

December 29,
Dear *** ***:
Thank you for contacting us regarding the issue with the Harry and David gift you receivedWe have been trying to reach you by phone and email and have been unsuccessful
Please let me apologize for any unfortunate circumstances
that you have experienced this year. I would be glad to research the matter further but, unfortunately, I do not have information concerning the nature of the problems. Won’t you please give me a call at 1-800-399- to allow us an opportunity to address the issues
We value you as a customer, *** *** and look forward to hearing from you as I am anxious to resolve this to your satisfaction We are constantly striving to provide quality products and services to our customers and the fact that you took the time to let us know will help us in our continuing efforts to achieve this goal. We hope that in the future we may have a chance to restore your confidence in Harry and David
Sincerely,
Harry and David
Executive Services