Ashford.com

Hello,Thank you for your attention to this matter.  We have been in contact with this customer on several occasions...both the HK office and US offices have supplied assistance with resolving this case.  Currently, the HK office is gathering information from the shipper, UCS.  We need...

to ensure the weight matches what we show to have shipped out from our facility.  The Rado watch this customer ordered weighs more than the JOY watch they received.We do not know how this happened, so we must perform a thorough investigation.  Once complete, we will offer our suggestions to resolve the order.  Please know that these investigations and claims take time...therefore, we cannot give a quick answer in this case.  We will remain in contact with the customer, until this issue is resolved.Thank you!Melinda H[redacted]Client Relations Manager###-###-####[redacted]

The customer received the watch and contacted us to tell us one of the diamonds on the bracelet was different from the others.  We had the customer send the watch to our Guangzhou (China) office who indicated we could replace the watch with a new one.  The customer declined and requested a...

refund.  This customer received a full refund on 12/**/15

Customer claimed after wearing watch he noticed that the 2nd hand was not lined up.  Customer was advised that since watch was worn we could not replace or refund however we would repair the watch.  Repair ETA 2-3 weeks.

Hello,Thank you for your attention to this matter.Please know, that when this customer contacted us to change his address, we were not aware that it was a [redacted] order.  After the chat, we immediately sent an email to the customer, notifying him that we could not change this address due to it...

being [redacted], and that we would have no other option to change this address, therefore; the order would have to ship out to the address the customer originally gave us.Now that this order has been shipped, we've advised the customer to collect this order from the address he originally listed within the order.  All efforts need to be made by the customer to retrieve this order...if they cannot, then and only then would be make an exception to ship out another order...or to refund.The risk is this...what if the customer actually did receive the package at the address they listed within the order?  Doesn't notify us, and we refund them their money.We have been in communication with this customer regarding this matter...we require their cooperation in order to resolve this matter.If you require any further information, please let me know.  Thank you!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.Anyway here Ashford claims that the affiliate website has rules that Ashford need to follow but the website said that Ashford has rules that they have to follow. So I guess, this is it.
Sincerely,
[redacted]

Hello,Thank you for your feedback.After taking an in depth look into your order I do see that this claim was delayed for 2 months due to the claims service that was used because of the value of this item.We recently reached out to Capitol claims regarding this issue and we (Ashford) will be...

submitting the refund today, please allow 5-7 business days for that refund to post back to your original form of payment.If you have any further questions, please feel free to contact us at anytime!

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:

 This watch was meant to be a birthday present for my mum. Her birthday had since passed; the replacement watch would therefore lose its original meaning. Therefore, may I have full refund instead?Thank you so much for your help.
 
 
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:
 My previous statement of facts stands. They are not describing the watch returned.They are misrepresenting the watches as new when they are in fact defective.
 
 
 
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 matter - here are the details of this case:Our first communication, which is noted within this customer's order, was on Apr **, 2015 - where he emailed to request a return authorization.  Sean, one of our [redacted], replied back with...

an option to possibly exchange if the customer so chooses.  Sean also indicated to the customer that the Customer Service Dept. never received a message to contact this customer...nor was there any indication within the notes of this customer's order that he had called.  Sean was not attempting to accuse the customer of not calling...simply letting him know that no message was ever given to us to call him back.This customer then replied, focusing on the return policy...and where it indicates that you cannot return a used/worn/altered/sized item.Sean replied confirming thisThis customer replied that he'd done neither of these things and asked if he'd receive all of his money backSean indicated yes, he would receive the purchase price of the item back, however; per our published policies...the return shipping would be the responsibility of the customerThe customer replied, not accepting this aspect of the return policy.  The customer claims he was lied to when promised a phone call back, and expressed his dissatisfaction.Sean then inquired as to how this item was different than what was described on our site.  Sean is doing this to find out if there may be an error listed on our website, so it can be corrected.The customer then changes from a size issue to a color issue within his next response and indicates he'll be filing a Revdex.com complaint and writing negative reviews everywhere.=====================================================================...⇄ copy of the email chain is attached so that you may read how this conversation progressed.  No where in this email chain did we mistreat or belittle this customer...nor did we indicate that he's a "minority" or that he cannot afford a more expensive watch.  We will not be held responsible for false accusations.I would also like to point our our Return Policy:  [redacted]You will note we indicate that return shipping is the responsibility of the customer, as well, we will not take back altered items.Also, I'd like to point out that we indicate the size of the watch within our website.  Any questions relating to the size of the watch can be further clarified there, or by calling either Sales or Client Relations.  Here is a link to the watch page:  [redacted]======================================================================...⇄ summation, please know that we have already sent this customer a Return Authorization Number and Return Shipping Label (despite our policies).  Sean had already apologized for the lack of a call back since we never received the message to do so.  Since you can read this email chain and clearly see that there was no mistreatment by us towards this customer...I do not find that an apology is in order, however; I will say that I'm sorry the customer feels this way.This customer filed this Revdex.com complaint and is requesting things we've already done for him...I'm not sure what else we need to do.Please let me know if you require any additional information in order to close this complaint...thank you!Kindly,[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: The ashford did not recognize due to the quality of the watch itself. This error is not caused by me, why  I must pay for this?my money just pay  for a new good watch not a broken watch! Problems in watch movements not watch strap.Key is that you sent is a bad watches! Not my responsibility.So I did not accept repair, I need a new good watch!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer purchased a JeanRichard watch with a rose gold plated face, he assumed the watch was solid rose gold and is stating we sell fake watches using false advertising.  After a partial refund of $121 which the customer accepted, he contacted us again for a full refund.  A full refund was credited to the customer on 12/**/15

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 have never worn the watch, I can send you pictures of the watch there is no marks on the watch whatsoever.  The watch is in perfect condition with the tags still attached and the plastic on the face of the watch.  The business is a fraud and not willing to accept the watch back. 
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,We sincerely apologize that this refund process did take so long, this is not how we normally conduct our business. While your return and issue was taking place, our company was in the middle of a transition period and this may have been one of the orders that we lost communication with. Since...

this has been brought to our attention I have taken a look at our accounting and I do see you have been refunded on 2/*/16 for $1149.00, if need be, we have a transaction number for the refund in case we do need to provide any further information.If you have any further questions or concerns, please do not hesitate to reach out to us at anytime!

Hello,Thank you for your feedback.I absolutely understand your concern in this situation and apologize for any inconvenience. Please be advised Ashford offered to send this to our Guangzhou repair center to have the watch evaluated and/or repaired due to the simple fact that this watch has already...

been sized and worn as you stated to us in your original email to Ashford customer service, please also understand that our returns policy states that all items must be unworn and unaltered, unfortunately this watch has already been sized and our only option at this point it to repair the watch under your Ashford 2 year warranty.Please refer the the link below that states and outlines our returns and repairs policy.[redacted] If you have any further questions or concerns, please feel free to contact us at any time to set up the repair.

This order was placed on 12/**/15 but was lost in transit by [redacted].  The customer contacted us immediately.  Because of a management transition our replies to him were delayed which also delayed the refund process.  The customer received the refund for this purchase on 03/**/16. ...

The customer purchased another watch on 12/**/16 but the battery was dead up receipt.  When he contacted us we informed him to have the battery replaced, submit the receipt for the battery and we would issue a credit for the battery.  According to our notes we haven’t received the receipt so that battery credit hasn’t been processed.

This customer chose and paid for second day air for $19.95.  Due to the holiday season and [redacted] delays the shipping was delivered almost a week later. The customer contacted us for a partial refund of the shipping charges for second day air. Ashford.com posted the credit of $19.95 on 12/**/15

Hello again,If approved by our Order Management Team, we would either reship or refund this customer.  The customer must let us know how to proceed.  Please note; since the customer used [redacted], we cannot modify or change the address!  This is [redacted]'s rule, and most [redacted] customers understand this...what's on their customer file is what is sent to the company...and that's where we MUST ship the order.Again, the customer must let us know how to proceed...Thank you!Kindly,[redacted]

Hello again,Please see the attached two images...The two images show a standard bracelet style measurement cone.  You will see we've rested the watch the customer purchased (noted by the tag attached to the watch) on this cone, and it reads this watch is 7.5inches.  This shows you that the watch we originally took the picture of which shows the back case, IS the watch the customer purchased.  Also, we've looked at all three sizes of watch and here are what the back case numbers show:Size 7 =             K5024420 –case back #k50244.00 is 7.0Size 7.5 =K5023420-case back #k50234.00 is 7.5Size 8.5 =K5022420-case back #k50224.00 is 8.5You can see here that the case back numbers DO NOT match the model numbers precisely. This is how CK marks their watches...we have nothing to do with this.  Please note, most brands have different numbers on the case backs...they do not, nor will they match most of the time.I hope this proves to you that we did send you the correct timepiece.  Again, we stand behind our products and guarantee that they are 100% authentic and brand new.  Rest assured that you received the correct watch!  Please, enjoy it!Kindly,[redacted]

The watch the customer returned  to us is not one that Ashford sells.  The tags and documentation included in the return are also not Ashford's.  We have confirmed internally that the correct watch was packaged and sent to the customer.   Items shipped into China, as is the...

case with this customer's watch, are shipped via a carrier named SF Express.  We are opening an investigation with them to determine what may have happened.  At this point we are unable to provide a timeline as to how long with this will take but typically lost merchandise investigations can take up to eight weeks.  We will update the customer as we receive information from the carrier.

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:
If the claim that they make on their website "Ashford.com warrants all of our products to be brand new, unworn, 100% genuine and free of defects." why is there a need to do not one, but two quality checks prior to shipping? It appears they are selling refurbished merchandise and falsely representing it by their statement above. As far as the 3.5 week time frame, that is an LIE ! I have [redacted] tracking receipts.They had the watch in their possession on 2/** and did not try to deliver it until 5/**. That is 10 weeks! It was refused because the credit card company had given me a credit on 5/* after proving I did not have the watch ([redacted] tracking) and seeing photographic evidence that proved the bezel was NOT scratched and because I did not want to accept a refurbished watch. Now Ashford has lied to my credit card company saying the watch was worn for two days (absurd) and my credit card was charged back the $999.00!   NO WATCH & NO MONEY!!! I had sent multiple emails to Ashford that went unanswered until finally I had to contact my credit card company multiply times to dispute. This company has multiple complaints online. BUYER BEWARE !  Next step is the Attorney General's Office!  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]