Corporations offering expensive products but saving dimes


I finally exhausted my stash of Harry and David decadent chocolate mint cookies purchased from Sams Club. I wanted more. But samsclub decided to replace the brand name with their own (inferior) product, as they have done with many other items, though they maintain the same or higher prices on the new items. My one or two year old ones tasted better than their new ones (read the reviews on

I tried doing an item search on the Harry and David web site, but no luck, so decided to try customer service. My results from about 15 minutes doing that are shown below. Do they think my experience is going to make me eager to go back to them?

[I put $$ in front of my entries, and there was generally a wait of between 1 minute and 3 minutes before each response from the agent.]

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Hi! I am Harry & David® Virtual Gifting Assistant.
How may I help you today?

$$ Your site search function is not very helpful. I’m looking for “Decadent Fudge Mint Cookies”. When I enter that, it returns THOUSANDS of results, anything having any one of those terms somewhere in the description. Can you give me the specific link?
In order to better assist you, can I please have your full name?

$$ no

Can I please have your full name?

$$ call me ishmael

I’m sorry to hear that there is an issue with your order.
Would you like to chat with the next available agent who can further assist you?

$$ anybody with some real intelligence would do

You are now being transferred to the next available agent. Your estimated wait time is 0 minutes and 31 seconds
Agent has joined the conversation.

$$ hello?
$$ any 1 there?

Hello. Thank you for choosing Harry & David. My name is James. I will be helping you today.

$$ did you read my first entry to your stupid chat bot?

I am sorry, I did not. One moment and I will.

$$ Here’s the product page for it on Amazon, who does not have it now.

One moment please while I research this for you.

$$ I had previously bought it at sams club. They do not have it now, either.

Thanks for your patience. I apologize but it seems that item is not currently available. It may be possible that Amazon has some in stock. Unfortunately, I have no way to verify that.

$$ Any idea if H&D will offer it again for the holidays?

We do not currently have that information. Our website shows inventory. So, if you see it on the website it is available, and the same when it is not there. I do apologize for the inconvenience.

$$ OK. Thank you. Bye.

If you have any further questions, please do not hesitate to start another chat or email us at Thank you, and have a nice day!
How did we do?
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Thanks for contacting Harry & David®.

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NB: I am not complaining that the item is not in stock. That is still happening in a lot of commodities. I am complaining about how hard it was for me to find that out. [And about brain-dead search engines employed by companies that should be able to do better, e.g., Amazon, Walmart, HomeDepot, etc., etc. Apparently they are more intent on selling me ANY product than they are on helping me find the one I want. For instance, search on “replacement vacuum cleaner cord” or “clothes dryer lint filter” and see the drivel that pops up. And, speaking of pop ups, do these companies not realize how annoying it is to be in the middle of a search and have popups for “would you mind taking a survey” or “20% off cardboard work shoes, today only” insert themselves into your customer experience?