Ashford.com

On December * the customer contacted us by chat.  We arranged a return for him and provided a pre-paid shipping label.  Upon receipt of the product the customer will be refunded in full.

This customer filed a Revdex.com complaint because his watch battery died during the warranty period.  He contacted us initially on 11/**/15.    Because of a management transition our replies to him were delayed which also delayed the refund process.  We advised the customer to...

replace the battery and send us a copy of the receipt.  The customer sent us his receipt and the credit was issued on 02/**/16

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 your reply.However, I think it is necessary to exchange the watch. Firstly, the warranty may expire soon due to your later reply, so I don't know what I can do when I face the same problem later. Secondly, the watch you offer me is not a brand new one, I need a new one.**]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,Thank you for your feedback.I sincerely apologize about the inconvenience, I understand your frustration with this matter. Unfortunately due to insurance purposes regarding warranties, we are not able to allow any watches out of warranty to be brought in and repaired.Although when we did speak...

on the phone I did offer some options such as bringing the watch in for an evaluation, we would advise you of what needs repairing on this watch and also provide an estimate to possibly be taken to an outside repair shop in your area but you declined that offer.Ashford.com is more than happy to assist you with this matter within our parameters, if you choose to take up the offer of bringing the watch in for an evaluation please contact us at anytime and we will set that up for you.

Hello,Thank you for your attention to this matter.  Please, allow me to reply to the points made herein:1. The cashback is approved by Ashford.com once we know that the order is final and has been processed through the correct system requirements - this can take    several days...

to several weeks depending on processing times2. The fact that the customer "returned" the order for replacement is the reason for the rejection of the cashback offerA. This eliminates the opportunity for refunds to be mismatched based on cashback offers having been applied previously3. The cashback offer is "unaware" that the customer has requested a replacement...it does not distinguish this new order as being the same order4. The customer would need to place an entirely NEW order though this cashback offer in order to receive the cashback5. We cannot submit a replacement order AND include the cashback offer, as the customer must go through the cashback offer in order for the system to know it was placed properly, etc.B. We are unable to modify this offers rules and eligibility.  The fact that this offer was rescinded was simply a precaution - the system thought the customer returned the order for a refund...so the cashback offer is rejected automatically. I hope this clears up any doubts this customer may have...and we're very sorry for any inconvenience this may have caused!  Per our published policies, we were more than happy to replace the damaged watch...however; any previous "cashback offer provided by an alternate website" cannot be included in the replacement order.The customer is more than welcome to place a NEW order through the same site which offered the cashback...the promotion should apply normally, and he/she should receive the cashback after a period of days allowed for processing.Thank you for your time!  Please let me know if you require any additional information...I'm happy to assist you!Kindly,Melinda H[redacted]Client Relations Director[redacted]
[redacted]

Hello,We have received word from our [redacted] partners, that we can now stamp [redacted] cards.  As I had pointed out in my earlier correspondence, we may have had this opportunity in the future...and that time is now.Please send us your warranty card, and indicate your Order Number somewhere on a...

piece of paper.  We will also need for you to confirm your mailing address, so that after we stamp the card, we can mail it back to you properly.Thank you for your patience, and we'll await your reply.Ship to:[redacted]Kindly,[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me as the business was unable to point me toward this caveat in their terms and conditions when I asked.  However I have subsequently cancelled the order therefore the matter has been resolved.
Sincerely,
[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]
Many thanks for your email.
Regarding my case is woth to mention, The Store Ashford.com already agree to reimburs me the ammount of USD$ 290.00.
At this time my bank, confirm to me the reinbursment.
Thanks a million for your time and help regarding this case.
Kind Regards
 [redacted]

The customer chose shipping using [redacted] and purchased two watches.  China customs does not allow two watches to be declared in the same box. Once the customer contacted us, the watches were already within customs and unable to be cleared.  The customer service manager at the time authorized...

an RTS (return to sender) on this package and on 12/**/15 and the customer was refunded the full amount as requested.

Customer returned worn watch 3 weeks after receipt.  Customer was advised that Ashford policy states, "worn watches are not eligible for refund.  Watch was repaired and shipped back to customer.  Customer refused delivery of watch and filed chargeback.  Watch is currently at Ashford warehouse awaiting customer's consent to ship.

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]

Hello,
Per our systems, everything looks good.  I did not hear from our Accounting Team that there were any declines due to any issues.  The refund went through as far as we can tell.
Also, I have replied to the NYC Consumer Affairs Dept. complaint that you had submitted also...please know that I would be very grateful if you would cancel that complaint now that your issue has been resolved completely.
Thank you!
[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]
[redacted] 
[redacted]
Dear Sir/Madam,I received the refund today.Thank you so much and have a nice day ahead! =)Best Regards,[redacted]

Better Business...

Bureau:
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:

According to the Ashford's web site, water exposure is covered by manufactufer guideline - 30 meters water resistant.The watch has been sold to us as new, but in fact, a someone in Ashford opened it and left the water seal broken.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer claimed package from Ashford was received empty.  Ashford inventory control investigated and found that watch was packed and shipped.  Ashford requested that customer send pictures of the packaging, however customer refused.This is the second claim from customer that they received...

empty box.  Customer continued to order from Ashford and continues to claim issues with shipments.

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:

[Firstly, the ashford.com should apologize for their mistakes. Secondly, they need to offer me the solution instead of just checking the image of watches. Once they check the images and ensure the difference between the back of the watch and the warranty, they should either help me return my watch or change a new one. But they didn't mention that. They tried to pass the buck to Zenith, but they should offer the warranty as they post online. ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello again,I'm sorry...but I don't understand.  What "other" explanation can I give to you?  The facts I gave to you are clearly outlined - you would have needed to find out the facts of this cashback offer from the affiliate site from which you tried to get it from.  The cashback offer has nothing to do with Ashford.com - we do not issue the cashback - it's the affiliate site who issues the cashback.  They have their rules and regulations we must follow.  So when an order is returned...for whatever reason...the system tells the affiliate site that you returned the order...therefore; cancelling the cashback offer.If you would like, you can contact that affiliate site to ask them why they can't apply your cashback offer to your replacement order?  Perhaps they can give you the "other" explanation you seek.Once we receive the replacement order back to our facility, we'll issue you a full refund for the purchase price.That is all we can offer you...again, sorry for any inconvenience this caused you.Kindly,Melinda H[redacted]Client Relations Manager[redacted]

Hello,
Thank you for your attention to this matter.  Please allow me a moment to reply...
First, I am very sorry that you felt as if we were scrutinizing you...this was not the intention.  I realize that Erika could have assisted you better...and I'm very sorry for any inconvenience...

she may have caused you!
I understand that she did provide you with an email stating that the cleaning cloth would be sent out to you...I'm unsure as to whether you did not receive this email and that's the reason you chose to file a complaint with the Revdex.com?  I know we didn't break any business rules, so I'm curious as to why the Revdex.com complaint and not a Supervisor call?
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[redacted]
[redacted]
[redacted]
[redacted]
 
Hello,
 
Here Is tracking number for this cloth going USPS  [redacted]
 
 
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Again, I'm very sorry that you felt she was asking you to prove yourself...I can assure you that was not her intent...she simply was asking for you to provide your order numbers. Yes, she could have looked you up in our systems...and I'm very sorry that she did not.
If you ever run into this type of issue...perhaps talking to a manager would be more helpful?  We are always here to assist you!
Kindly,
[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]
AGAIN: A defective watch was sold to my. And a defective watch was made worse once Ashford opened it up for repair! As per Ashford's ask - the watch was sent back for repair to Ashford. Ashford customer service assured me that the watch was repaired and sent back to me. What I received "AFTER THE REPAIR" was a "DEAD ON ARRIVAL" watch. I escalated the issue to my credit card company and initiated a "DISPUTE". I also spoke to a supervisor. At this point Ashford had offered me "STORE CREDIT" to resolve the issue. I have responded to Ashford on  July [redacted] with my response. I have not heard back yet. This has been going on for almost 6 months. This is the worst experience any customer can have a retail company. HORRIBLE SERVICE!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer had many issues with the order and we did try to correct the issues. We were unable to get new items for the customer. The final outcome to the customer was positive. With so many items going back and forth we did have a mix up in processing the refunds. We have corrected the issue and...

the customer has been fully refunded as of 03/**/17