BI orientation
As early as 1995 Harry and David policies were that they only wished to retain 45% of their consumer customerbase because it was simply "too expensive" to provide ideal customer service. Oddly enough, they had and have little interest as well in business interests, probably because a laissez faire model of this type just won't work.
Oddly enough analyses have never examined this portion of their odd industry, which is the delivery of specialty foods of various sorts and at one time stood the chance of resounding success. As it is, because of this "BI" attitude, they're going out of business, having suffered bankruptcy twice and verging on it again (this latter is my opinion only, mind).