Ashford.com

The customer did receive the incorrect watch.  Once we received this item back in our facility in RI we posted the credit of $628 back to the customer’s card on 10/**/15.

Hello again,I think what we need here is a little proof.  I've attached a screen shot of the customer's order - you will see that I've highlighted the "Source Code".  Per our [redacted] the beginning number of "4" equals that the order was placed through an affiliate website...like [redacted] or Retail Me Not.  Then, the number after the dash being "[redacted]" equals Retail Me Not.  If this customer were to place this order through [redacted], then the number would have been "[redacted]".  I've attached another screen shot from our listings, proving this fact.I will again reiterate that if a customer places the order through an affiliate site such as [redacted], they cannot then go to another site to search for coupons and such - as this will change the IP address/cookies of their computer, thereby making the "last site entered" as Retail Me Not...not [redacted].Here's a scenario - the customer went into [redacted] and logged in...they found an item on our site and was about to purchase...but then, they decided to go to Retail Me Not to search for a coupon code - not seeing one, they continued the purchase.  HOWEVER, since they went to Retail Me Not just before purchasing...this made their cookies change on their computer - thereby sending us the code for Retail Me Not...and NOT [redacted].So, we have no confirmed [redacted] code, therefore; there's no rebate to give via [redacted]If the customer chooses, they can return the item and replace the order - this time, just going to [redacted] and immediately placing the order - do not shop around for coupons!I hope this information helps - please know that at this time, we cannot give a rebate through [redacted] because we do not have the correct code to do so - there's no way that our Accounting Department will approve for a rebate to be given to [redacted] based on the proof within the order.The customer needs to ask to return this order for a refund - OR - he can place a new order through [redacted], then return this first order...etc.Please let me know if there's anything more I need to provide...but at this point, I believe I've proven our case and there is nothing more we can do - we need for the customer to take the corrective measures in order for them to get the proper rebate.  It is their responsibility.Please close out this case.Thank you![redacted]
[redacted]

This order was placed before Christmas, the customer realized that they would like to place an order for another piece and was told the original order was cancelled, unfortunately both orders were shipped out and unable to be cancelled, we set up a return shipping label and a return for the original...

order and refunded the customer’s shipping fees for the original order.

Revdex.com:I can wait until they told me the result
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com: ID DATE...ASHFORD HAS CONE NOTHING TO ASSIST MY ZENITH WATCH.  i'M STILL WAITING FOR SOMETHING TO HAPPEN.  CONTINUE COMPLAINTING TO ASHFORD UNTIL THEY MADE A CHANGE AND FIX MY ZENITH WATCH WHICH IS VERY PRICEY.ROBET IRVING BOWERS (BOWSKY)
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The customer purchased a Coach Maddy [redacted] Women's Watch on 2016-08-** 14:10:29.823 and received the watch August **, 2016 , 11:06 am.  The customer contacted us on 8/**/16 1:26 PM to request a return.  We disclosed that all returns are contingent upon an inspection to ensure the watch...

shows no signs of wear, use or damage since only unused, unworn and undamaged watches will be accepted for refund.  We received the watch back from the customer the week September [redacted] and the watch went through the inspection on September **.  (From the time of receipt to the time of inspection the returned item remain in the shipping container, unopened, in which the customer sent it to us).  The inspection found scratches on both sides of the watch casing; photos are attached.   We notified the customer on September ** and included the attached photos.Ashford inspects every watch when we receive it from a manufacturer.  We certify at that time that the watch is free of blemishes and is in working order.  Only items that pass this inspection are placed in sale-able inventory.  This customer's watch was pulled from this sale-able inventory. The scratches on the case indicate there was some kind of use, be it from handling, being worn or some other kind of use.  Unfortunately we are not able accept back items that have been worn or damaged: [redacted] .  The watch was sent back to the customer via USPS on September **, 2016 , 10:10 pm  and delivered September **, 2016 , 12:13 pm.

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I contacted the business on November [redacted] and that is the day we had the chat.  I have the transcript.  They were to send a return authorization number by the end of that day, but I did not receive it.  I contacted them to follow up yesterday (Dec *) and they then sent the return authorization number.  I will mark the complaint resolved when I receive a refund in full.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
Please know that our offices are closed in observation of Rosh Hashana - the Jewish New Year.  I'm very sorry if we "conveniently" weren't available to take your call...I can assure you that it was not our intent to upset you.  We had listed our hours of operation within our...

site, as well, within our away messages on the phone and email.
Now that we are back in the office, we can assist you...unfortunately, now that you've filed a claim with the Revdex.com due to us taking a holiday...we must use this method of communication. 
Since you received this item in this condition, we are more than happy to replace it.  Having purchased two other watches with no issues; I'm sure you know that our products are usually 100% perfect and without error.  Having received ONE watch with a issue is not cause to question the authenticity or to file a Revdex.com complaint - however; we understand that customers like to vent their frustrations.
Now, if you'd like for us to replace your watch, please let us know - we're happy to pay for it to come back to us.  As you know, you have a 30-day return policy.  I'll await your reply.
Kindly,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I dont accept the answer , They don't have the sincerity to solve my request , I pay a new watch price ,but I get a watch is different with the official,So I have reason to doubt that the watch is  refurbishment ?second hand ?or the other circumstance,At least its not new, As a consumer,I need an explanation , During I defend rights,I spend time and energy,I need  a reasonable compensation.In the deal , I am the weaker,but I think in the world must be have justice?Thx.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for response. This is the same response I received last time the y fixed it and when I sent it back they said it needed to be repaired again. This was a good lesson not to buy from this company ever again and to deter any people I know including family and friends from doing business with this company. It's amazing that I have purchased 5 watches between my wife and I and when there is one issue we are treated condescendingly. I am further upset with the Revdex.com because now I feel they don't do a damn thing for the customer and just back up the business owner. I will never come to the Revdex.com again because you guys are more a scam than even the scammers themselves
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,Thank you for your attention to this case...please allow me to reply:First of all, we are NOT required to give out stamped warranty cards.  If and when we're able to do so, we will try our best to...but there are occasions when the brand will not allow us to stamp the cards...and this is...

the case here.[redacted] may have told you that we can TRY to stamp the cards...but this is not guaranteed.  If she told you that we would stamp it, then she was remiss...as [redacted] does not allow us to stamp the cards at this time...however; in the past they have.  We must abide by their rules and our contract.I am very sorry for the trouble...but we do not have the stamping capabilities for [redacted]...therefore; we will not be able to send you a stamped card - we don't have them.Please note, we have two Ashford repair facilities in [redacted] and [redacted] - if you watch requires service, please contact our Customer Service Dept. and we will let you know which one to send your watch to.  Our warranty mimics [redacted]'s...so rest assured, you're covered.Also, as a matter of liability...we do not say that any watch will receive the manufacturer's warranty, only that each watch is covered under Ashford's 2-year warranty.  If and when we're able to offer it should be considered a bonus...not a guarantee.Again, I'm very sorry if [redacted] advised you incorrectly...but we simply do not have the ability to get you a stamped card for [redacted], at this time.Thank you!Kindly,[redacted]###-###-####[redacted]

Hello,Please understand, I am not talking about just the normal customs fees.  ANY fees assessed at the time of import is the customer's responsibility...not ours.  It states this on our website.We advised you on multiple occasions to do the needful and supply [redacted] with the required documentation...you did not.  Therefore; [redacted] has no other option but to abandon your package.  This was not our decision to abandon your package.[redacted] wanted to charge Ashford.com for YOUR custom fees and taxes...and since we're not responsible for these fees - we declined to pay them for you.  Therefore; [redacted] had no other option but to abandon your package.Again, we warned you several times that [redacted] needed this information from you...and you declined....so now you are suffering with those consequences.  I am sorry for that.At this time, there is nothing we can do to assist you with this order.  We shipped it, it was delivered to the Chinese Customs Officials and was awaiting your payment and informaiton...we did what we were supposed to do...and now you are asking us to pay you for something we do not have.Again, I'm very sorry...but this is what happens when you do not heed our warnings, and do not follow through with what [redacted] and customs ask for.We cannot just take back and reship orders once they are in the custody of Chinese officials...it's not that easy...and we told you that also.Please know that I'm very sorry for your loss...but we simply have no other way to help you at this time.Kindly,[redacted]

Hello,I have sent over your decision to our processing team...once we've received confirmation that the claim is finalized, we will reship out a new order to you via [redacted]  Once tracking has been assigned, we will email you that information.Once the tracking email has been sent, this will conclude this matter entirely.Thank you for your patience while we processed the missing item claim with [redacted].Kindly,[redacted]

The customer's watch passed our extensive quality assurance tests following the repair process.  Per UPS it was delivered back to the customer Thursday,  09/**/2016 at 4:59 P.M.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I already paid for return shipping, they were closed both days I attempted to contact. I paid a total of 7.55 out of pocket, they said they would reimburse me for shipping. If so, they can send a check to me for said amount.  Having received a broken/defective watch does cause for alarm as they do have numerous complaints/horror stories against them already. Also, they should check their product before shipping it out and they either did not do so or sent it out as is defective. However, I am willing to give them another chance if they want to send a working, non-defective replacement. However, please do check it before sending it out to me
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I emailed Ashford about this rebate issue and did not get any response at all. I contacted [redacted] and they said Ashford credited rebate to "retail me not" but not them. I believe Ashford.com credited r[redacted] to a wrong website, which I did not use to make my purchase, so they should make it right. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our operations manager in our Hong Kong facility is currently working with this customer in developing an equally amenable solution to this issue.  It's my understanding the customer will drop this complaint once that solution has been finalized.

Hello,
Thank you for your attention to this matter...please allow me to reply:
Yes, this customer did place their order on Saturday, 5/**, with the expectation that we would ship this order out on Monday, 6/*.  Unfortunately, due to overwhelming order volume, this order was unable to be...

fully processed for pick-up on Monday...therefore; it shipped the following day.
Please note that we do not guarantee shipments on the same day the orders are placed, nor do we guarantee that the orders will be shipped the Monday after a weekend.  We do what we can to ship the orders as quickly as possible...but sometimes there can be slight delays in the shipment process.
The customer contacted us via Live Chat on 6/*...a full 2 days after receiving the package.  He stated that he received the item late...and that he was allegedly told that we would guarantee the shipment would arrive by Monday.  We requested a copy of this email so we could confirm this guarantee, but noted that the sales agent did NOT guarantee the delivery...but simply said we would try to have it to him by Monday.
We contacted the customer back via phone and advised him that there was no guarantee made, and that the customer had misinterpreted the email from the sales agent.
Per the customer service representative who spoke to the client...it was noted within his order that since the package didn't arrive on time, he was unable to take it with him to China...and that he now demands us to reimburse him for the shipping costs to ship this order to China.  We advised him that this was not our responsibility, nor are we liable to ship to any other location now that this package has been delivered.
This was all the customer demanded from us at the time of the phone call...he made no mention of requesting us to refund him for the shipping fee from our facility to him.
With all of this said; I'm more than happy to refund him for the $29.95 shipping fee we charged to ship this order Next Day Air...but we will not pay to ship this order to China.
I will process this refund request today.  Please allow 5-7 business days for the refund to post to your account.  If there are any further questions or concerns, please contact our Customer Service Dept. at ###-###-#### - [redacted]
Kindly,
[redacted]
[redacted]
[redacted]
[redacted]
** [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 and the matter has been resolved.
Sincerely,
[redacted]

The customer claimed received the wrong item 5/**, Customer provided pictures 5/**.  Pictures sent to ** office for follow up.  UEQ,weight CK watch 1.435kg, emailed customer that weight of shipment matches Rado watch weight 7/[redacted] office agreed to exchange CK watch for RADO. 7/** customer...

agreed to bring CK watch and paperwork to ** office for exchange to RADO.