Ashford.com

Hello,
Correct, our customer has sent back the item and we have issued a return authorization number for the replacement.  Yes, as stated, we will be happy to reimburse you the cost of the shipping...it will simply be issued back to the credit card on file, Visa ending [redacted].  I have just received a copy of that receipt, therefore the request for refund will be submitted now...please allow 5-7 business days for the refund to post.
We do check our inventory prior to shipment...but sometimes things like this can be missed...especially when the crown was attached to the watch and then during shipping it fell out.  We will be sure to double check the replacement item before packaging it up.
Again, the reviews are few compared to how many positive sales we've made over the years.  It is tough to please all people, but we try. 
Since we have already issued the RA# and received the watch back for replacement...this matter is considered closed - please file this claim as resolved.
Thank you!
[redacted]
[redacted]
[redacted]
[redacted]

[redacted] purchased Zenith El Primero [redacted] Men's Watch in May 2016.  On June *, 2016, [redacted] contacted us to let us know the bezel had come off and that he didn't know when or where it came off.  He also let us know he didn't have the bezel as he couldn’t locate...

it.  The Ashford two-year warranty covers the watch’s movement, that is the internal, mechanical functions of the watch.  It does not cover anything external, the bezel being external.  We instructed [redacted] to send the watch to us for examination to understand what could have caused the bezel to come off.  Our watch repair facility determined that damage on the parts of the watch suggested it may have been dropped or otherwise damaged due to excessive wear and tear.  We returned the watch to [redacted] indicating this and that Ashford would not cover the repair per our warranty. Zenith is a premium brand with a long-standing reputation for quality and craftsmanship.  We are confident the watch is not defective and that the damage was caused by an external force.  We are happy to arrange for [redacted] to purchase a replacement bezel from Zenith and we will attach it to the watch free of charge.

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:

[YThur Answer Here]
 The business sent copies of convo I had with them which I have sent to Revdex.com ,...

they did not reply. Their conversations do not resolved complaint 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Repairs on watches is a very slow process.  Additionally the more intricate the time piece the longer the process.  Typically there is a diagnosis period.  Following that is the repair phase once the repair phase is complete there is a rigorous quality assurance phase.  It's not unusual for a watch repair to take four or weeks.  Adding to the timeline with this situation was the missing warranty card and that it had to go back to Switzerland for more detailed work.  We understand the frustration however given the intricacy of the movement, the value of the watch and the transit to Switzerland (and back) this timeline for repair is not unusual.We received notice today that the watch is en-route to the United States. We expect to have it back in our possession in the next two weeks at which time it will be returned in perfect condition and working order to the consumer.

Dear Sir,Thank you very much for the enquiry.According to the terms and conditions listing on Ashford.com, Ashford.com warrants all of our products to be brand new, unworn, 100% genuine and free of defects. All Ashford.com products are sourced directly from the manufacturers with original packaging, care manuals, serial number identification and warranty cards, where applicable.  We offer a two year extensive warranty on any timepiece bought at Ashford.com. We have a world class team of certified watchmakers who are experts in their field and at your complete disposal.  Our warranty covers the most important part of a watch: the movement. No matter how complicated, we are well-equipped and ready to repair it with the utmost care. In addition, we will replace your battery for two years from the date of purchase.Please note: These warranties are valid only at Ashford.com. Repair or warranty service performed by someone other than Ashford.com will void these warranties.Please feel free to visit [redacted] for more details when necessary.We highly recommending the customer if he is Not 100% satisfied with your purchase, we are more than happy to let him simply send his item back to Ashford in its new, unused condition, and Ashford will be happy to provide either a full refund of the purchase price or a store credit toward an exchange.Please feel free to visit: [redacted] for more details when necessary.Thanks.Ashford.com

Customer placed order #[redacted] on  December **, 2016 and contacted Ashford on January *, 2017 to let us know that they did not like the item and wanted to return the watch.  Ashofrd proived the customer with an RA (Return Authorization) number the same day and received the item back on...

January **, 2017.  The customer was refunded on January **, 2017.

Hello,Thank you for your attention to this matter!  We have successfully refunded this customer for her purchase.  Please see the following transaction confirmation: (Unique Transaction ID # [redacted])Since the customer asked for a refund via this complaint, I was required to do so...

if the [redacted] dispute was found to be resolved in our favor.  I see that this customer has since asked for this item to be reshipped to her...however; since we've already refunded her...she will be required to place a new order, at this time.We do apologize for the length of time it's taken to resolve this case...I can honestly say it does not take this long in most cases.  Efforts have been made to streamline the process going forward.If ever the need arises, please contact me for assistance...I'm happy to help!Kindly,[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]

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]

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:

 Supply assistance?What assitance you supply?You said the HK office gathering the information from UCS,but actually they not.The only thing that the HK office do is  requested me to send them a proof  which the post office did not provide!I contact my local post office,they said they did not prove any proof because first,the package delivered too many days ago,and second they delivered the pacakge to a normal and safe,it is not their responsibility.I explain to HK office that the local office can not provide me the proof ,the HK office also knows that it is very difficult to get a proof from local post office,but they still request me to get this proof,Because they know I cann't get this proof so they can escape responsibility.  It is almost 20 days since I first contacted them,but they still did not resolve this.As  a customer,it is very upset,I also know that investigation need time,but I can not unlimited waiting.
 
 
 
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:

Their response stated that I should attempt to retrieve the package, and let them know if I could not retrieve it.  I have already let them know that I could not retrieve it.  In fact, that is how I have started every communication with them.
 
 
 
 
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 find that this resolution is satisfactory to me and 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]

I understand your concerns...however; a replacement item is not eligible.  We will pay for the shipping and the repairs to your watch...this is covered under the Ashford.com 2-year warranty.  If you allow our China or Hong Kong facility to help, we can assist you with having the watch shipped there.I would ensure the warranty card is filled in properly...it would not be blank.  These are the options we can help you with...please let me know how you wish to proceed.Thank you,[redacted]
[redacted]

We spoke with the customer Friday, 8/**/16, and instructed him to send the watch back for a final evaluation.  A pre-paid shipping label was provided.  Upon receipt our watchmakers will evaluate the watch to determine the best course of action.  At that point we will contact the...

customer.

Hello, Thank you for your feedback.Your shipment was shipped by WTD instead of S.f express because upon selecting the shipping method of the order, Delivery Duty Paid (DDP) was selected which means you selected to pay for your duties prior to shipping and at that point the order was shipped WTD...

which has the same delivery time as SF express, if you are concerned about any delays, you had placed the order in the middle of the chinese new year, there were no order to China that were shipped during that time frame.In the future if you prefer using SF express please choose the S.F. express shipping method fro the webpage before submitting the order and you will pay for duties upon pickup. If you have any further questions please feel free to contact us at anytime!

Revdex.com:First time I contacted the customer service,they told me to send photo of the watch to them,I did as they request,then,they did not told me that this watch not sold by them,now, a month pass,they told me that they did not sell this watch,and will open an investigation!What are they doing a month ago?!!
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]
 
 
 
 
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 cannot completely agree with the explanation. I can understand that there is some technical difficulties in the cashback processing. But such policy should be also transparent to the customers. Therefore it can prevent such frustration and mistrust in the business. I will accept the other explanation and look forward to the final solution.  
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...please allow me to explain:During the holiday season we do put many items on sale, however; it is within certain guidelines.  We only have a particular percentage range we can discount any one or group of watches to.  This particular item...

is VERY expensive...it doesn't matter whether it's discontinued by the manufacturer...it's value is still considered very high.  This watch was not meant to be discounted within this percentage bracket.  We noticed the error right away and corrected it.Now, per our Terms and Conditions, we state that we have the right to cancel or void any order, for whatever the reason....as long as we notify the customer that we have done so....which we did.  Please see the link for our T's and C's here:  http://www.ashford.com/us/info/terms.jsp"Product Descriptions and Pricing; Errors and Inaccuracies.
Ashford values providing the highest quality service, and aims to offer
a completely error-free site. Unfortunately, errors or inaccuracies
(whether technical or human) do sometimes occur. Thus, Ashford does not
warrant that the product descriptions are accurate as to any
specifications, features, contents, colors, prices, weights and/or
measures. Specifications listed (other than price) are generally those
provided by the manufacturer or distributor. Except where noted
otherwise, the retail price displayed for products represents the full
retail list price of the product itself as suggested by the manufacturer
or supplier, the retail value estimated in accordance with industry
custom and practice, or the estimated retail value for a comparably
featured product offered elsewhere, and may not reflect the actual
retail selling price. The retail price is a comparative price estimate
and may or may not represent the prevailing price in every area at a
particular time. Moreover, products displayed on the Site may be
limited as to quantity, price, availability and/or lead time. Thus,
Ashford does not warrant the availability, availability at a certain
price, quantities available or available at a quoted price, and/or lead
time of any product. In the unfortunate event that there is an error or
inaccuracy, Ashford will endeavor to resolve the issue to your
satisfaction. If a product ordered is not as described on the Site
(other than errors in price), Ashford will offer a full refund of the
purchase price, provided that the product is returned in accordance with
our Return Policy.
If the correct price of a product ordered is higher than Ashford’s
stated price at the time of the order, Ashford will, at its discretion,
either: contact you for instructions before shipping (and, if you
request, cancel your order and refund the full purchase price); or
cancel your order, refund the purchase price and notify you of the
cancellation. However, unless otherwise agreed to by Ashford in
writing, the right to a full refund of amounts actually paid by you in
accordance with our Return Policy for any order cancelled or returned for any of the reasons set forth in this paragraph shall be your exclusive remedy."I understand how any customer would want to purchase a $7,800.00 watch for $78.00 - but with all due respect - anyone would know that this is a pricing error.  We simply cannot, nor will not allow this sale.  I'm very sorry.Now...this watch is marked down CORRECTLY at a price of $2886.00 - if you wish to purchase this item for this price - you may at your own convenience.There is nothing more that can be done regarding this matter.  The order had been cancelled before it was ever approved - please close this claim in our favor.Thank you,[redacted]###-###-####[redacted]

Review: I am really disappointed about the watch from ashford.com and their customer service.

I placed the order online and got ZENITH [redacted] MEN'S PORT ROYAL WATCT from them. The order number is #[redacted]. Two month ago, we found the watch either went too fast or it went too slow.So we took it to the ZENITH local customer service and let them help us check the watch. Then we were told the six digital code on the tag of the watch and on the warranty card are different, so we couldn't get the warranty service.

I contacted ashford.com customer service and hoped they could help me solve the problems. But their customer were so rude and they just let me wait online or hang up. They also refused to offer two years warranty as they posted on the official website. They told me that they could do nothing and let me turn to the ZENITH customer service. The lady from customer service yell at me and told me the only thing they can help me is to offer me the ZENITH customer service phone number.

I think the ashford.com should check the products before they sold them out and they are supposed to complete the promise as they post online to offer the two year warranty.Desired Settlement: 1. The customer service should apologize to me.

2. Exchange the watch or give me the refund.

Business

Response:

Hello,Thank you for your attention to this matter!We received communication from this customer regarding his warranty card. We initially advised him that any repair/warranty service could be done using the Zenith Warranty Card provided to him within his package. This is pretty standard, as all Zenith watches come with pre-stamped cards direct from the Zenith manufacturer. Having said this, the card that accompanied our customer's watch was sent straight from the supplier...therefore; the card is real and authentic. The numbers written on the card should reflect the numbers referenced with this watch...however; it is possible that the card was accidentally swapped out with another watch in the warehouse...as these materials are packaged separately from one another and this would be easy to do if one didn't pay close attention.In order to resolve this matter completely, we would like to receive images of the card, tag and back of watch. Any other materials with numbers listed on them should be photographed also. We would like to see how the card and tag differ from one another.Please know that we never refused any warranty service...simply attempted to give the customer to best suggestion...which is to take the watch locally to have it serviced - especially since the manufacturer's warranty can be used.Once we have these images, we can see what happened with the card and why Zenith won't accept it.Thank you![redacted]

Consumer

Response:

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,

Business

Response:

I understand your concerns...however; a replacement item is not eligible. We will pay for the shipping and the repairs to your watch...this is covered under the Ashford.com 2-year warranty. If you allow our China or Hong Kong facility to help, we can assist you with having the watch shipped there.I would ensure the warranty card is filled in properly...it would not be blank. These are the options we can help you with...please let me know how you wish to proceed.Thank you,[redacted]

Consumer

Response:

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,