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I fell in love with the Harry & David Fruitcake confection in December 1973 while stationed at Clark AB with the USAF. My roommate's mother sent her one. She shared it. I started ordering it from Harry & David in the 1980's after college.
When they were privately owned, I ordered my items and spoke to local customer service reps who spoke great English. I never had problems with my Christmas gift orders until last year and this year. How hard can it be to deliver 2 fruitcakes to the same address? How hard can it be to produce fruitcakes in large enough quantity to make customers happy?
Their concept of customer service is a joke. I will do no more business with them. Their competitors get how important it is to offer great customer service.
P. M. Thompson (Retired Defense Executive)
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I am having the same experience. I've used H&D for decades, but the last few years (and, in particular, this year) has been a nightmare. I sent a fruit box to my sister in Missoula and FedEx misdelivered it. As the delivery person took a photo of the door at which it was left, and the door was clearly not my sister's, I thought it would be a simple process to get it corrected (i.e., redelivered to the correct address, preferably before Christmas!). I was wrong. I've been on the "chat" with a "real person" (after 10 minutes of a frustrating AI experience) and simultaneously in the queue at their "customer service" number for a FULL HOUR without talking to anyone who can help. The chat assistant is the most inefficient and incompetent "person" I've ever dealt with. They've asked my name, email, phone, etc., THREE TIMES and just asked again. Meanwhile, the voicemail at the customer service number either doesn't have people working, or who knows what, but I have been on hold for 48.30 minutes at this point. It's two Saturdays before Christmas, and I have a zillion things to do. Spending an hour or more trying to get a prepaid delivery sent to the correct address is ridiculous. DO NOT BUY FROM H&D until they get their issues figured out. This is inexcusable. Mistakes happen, and I don't hold that against them, but to fail or refuse to offer customers an easy and efficient way to correct mistakes of no fault of the customer is unconscionable. They need to restructure - and until then, I'm checking into (and will be using) one of their multiple competitors for future purchases. Now I'm on 51.11 minutes without being routed to a person in customer service. P.M. Thompson is right: Harry & David customer service is a joke.