Ashford.com

Review: I ordered Movado watch order #[redacted] on 12/*/15 for grandson xmas.At first he said he wanted to return it. So I did ,boxed it up and returned it, ra#[redacted] and it got to them on 12/**/15.Grandson called and said he really does want the watch...I tried to stop ups delivery but it was delivered 2 hours ago.I called ashford talk to alisha and she assured me they have to read her notes before processing it,and she will have it sent right back out to me.The same watch. I called to check 1/*/16 on it and first they said it still not processed,but then she hung up on me. I called back,and seconds later, she said it was processed and she has to send a new one.she will just call accounting and use the same amount for the return I just did. For me to disregard the email about sendin a check to them that the only way she can do it. So new order #[redacted] on 1/*/16 was sent and the Movado watch band is BROKE and all messed up and used before!! I faxed them problem and request they solve this in 5 days. No response. The price should be $279.00.Now if I return it,I have to pay 19.00 plus other charges cause she sent broke watch 2 day. She assured me that it would be a new watch sent. They knew this and purposely done this.The sale is over so they probly try to charge me more. Thay should have done what they promised and sent the one I returned right back.!!Desired Settlement: Mail me a NEW Movado mens [redacted],perfect shape. and I will send this broke one back to them, and do not charge me nothing! Use the $279.00 they already have that I paid already , and pay for me to ship this broke one back to them.asap. I received the broke watch on 1/*/16.That was a childish way to run a bussness. I DO NOT want them to repair this one. I want a NEW one only, for the same price I already paid. Thank you Revdex.com for your help !

Consumer

Response:

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,

I placed an order. I called after 7 days, they said they were out of stock and they emailed me NOT. They said 7-10 business days for a refund depending on my bank NOT. I said I would like a confirmation email, they said that takes 2 business days. So it will be up to 25 for an item that didn't exist.

I would not recommend this business.

Review: The verification department requests colour copies of government issued id and both sides of credit card.

My bank informs me that no company... And they stressed NOONE, asks customers for this.

Even if the company does not mis use information, there is certainly no way they have adequate security to protect their customers information at this level.

This is unforgivable practice. Or this is a scam.

Either way it has cost me hours of ordering, checking my bank for fraud, contacting my bank to ensure correct proceedures, contacting the company by phone 4 times and by email twice. Furthermore it has caused the present fpr my wife to not only arrive late but not arrive at all.Desired Settlement: Primarily I would like the watch I ordered delivered.

Second I would like to be compensated for my lost time.

Third, this business needs to change its demands for information. They have no right to demand passports and double side copies of credit cards. They are naive at best or con artists and robbers at worst

Business

Response:

Hello,Thank you for your attention to this matter...please allow me to reply.Firstly, we do apologize for any inconvenience or strife we caused you while reviewing your order information. We do understand that the information required to verify orders can be quite personal.I would like to point out that many e-commerce companies perform verification practices such as this in order to approve their orders, where needed. This is not an illegal request for us to make.In review of this matter, I have spoken to our [redacted], and he's explained that he would approve your order if you were to place it again. So, your request to receive the watch you had originally planned to purchase, can still be had...simply place a new order, as this one has been cancelled and cannot be resubmitted.Again, my sincerest apologies for any concern we may have caused you. Please let me know if there's anything more we can assist you with.Kindly,[redacted]

Review: I buy a watch in Ashford,order number [redacted],but my order was cancelled,cancel the order without telling me,I connection Customer service,he tell me "The system picked up the glitch at the warehouse therefore it was automatically cancelled." Not recognized on the transaction price

order has been completed, and confirmed, and told me YOU SAVED$7722.00, prove that you have recognized orders,but now,ashford cancelled it, I don't think that is wrong, this product has been discontinued in 2009, the price may be expensive shop preferential to clear inventory

I think Credit is the most important,Order confirmation, should abide by it , so Please ashford according to the order ,the watch list for meDesired Settlement: ashford according to the order ,the watch list for me

Business

Response:

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]

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:

I do not agree with the views of Ashford,,I am just a customer shopping and Payment at ashford,the order has been confirmed by ASHFORD,so I bought it,this watch is $2730 now,it isn't $7800,I think $7800.00 and $78.00 and $2730 just a promotion price,but ashford canceled my order without authorization and Do not assume responsibility, In [redacted],the ** company sold house off 89% at ** november,do you think is a mistake or value of the house?the houre never over off 20% to sale in [redacted], ** company is integrity,Order confirmation must delivery, ** confirmation of order,and sold 11 order in [redacted], so the watch was promotion price or price erro,. ashford should according to the order delivered to me? Thank you for the protection of consumer rights efforts, thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a watch at Nov **, 2015 and I got the watch. But it was damaged so I ask Ashford to refund.

They accept and send me a return label(UPS). I sent it and it's delieved on Monday, 2015/12/** at 9:36

This is a tracking : [redacted]

I asked them few time "please refund" and CS employee tell me "please give us more time".

They did that more than three time and now there is no answer and no refund. It's high price watch so I'm very afraid to lost my money. Please help me.Desired Settlement: I want to refund as soon as possible. Thank you for your time.

Business

Response:

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!

Review: I purchased a Timberland watch with defective workmanship. I purchased the watch on 3/**/2012. in less than six weeks the bezel fell off the watch. I contacted Ashford to see if I could return the defective watch and apply any credit towards the purchase of a different watch. In my opinion the Watch was poorly made. I was informed my only option was to have it repaired. I sent them a picture of my watch, and was given a return authorization number. I was told the warranty period on the watch was two years. Because I did not feel the watch was well made I held off sending the watch in for a little over a year. Once I sent the watch in, I was told the watch was not covered under their warranty, or the manufacturer's warranty. However, upon being sent a hyperlink regarding Ashford's warranty, the warranty stated that Ashford was not an authorized reseller and therefore the Manufacturer's Warranty was void. Regardless I was told it wasn't covered. a week or so later I received an email from Ashford Customer Service stating the watch had been repaired and was being shipped overnight via UPS. Upon opening the package the watch was not repaired.Desired Settlement: I would like to be refunded the amount of the watch, plus the purchase price of a comparable watch.

Business

Response:

Hello,

Thank you for your attention to this matter! I have supplied 3 attachments in the hopes that the information therein will allow you to make an informed decision as to whether you will close this complaint in our favor.

Allow me to point out several facts relating to this case:

1. Customer had previously worn/used this item, therefore; he was not eligible for a refund - only repair, as per our policies

2. We promptly set up a repair order for this customer, however; he chose not to send the watch back to us for about a year

3. Once evaluated within our Repair Facility, we agreed that this damage was not covered under warranty, nor could we obtain the parts needed to fix this external issue.

4. Our Customer Service Representative, [redacted], had contacted the customer via phone, and relayed this fact to him - that we couldn't repair the watch, and it would be shipped back to him shortly.

5. An email template was sent to the customer to relay the tracking information. Unfortunately, the verbiage within that email was not changed, therefore; the customer was under the impression that we had repaired the watch. I have since clarified the use of this template is mostly used for "repaired" items...and the verbiage therein would reflect that...etc.

6. Per our FAQ and Repair Warranty pages, we DO show that we are both Authorized and Non-Authorized dealers/resellers of our brands:

Does the watch come with a warranty?

Yes, all our watches are covered by our two-year extensive Ashford Warranty.

Ashford is the authorized reseller of many brands, and the non-authorized reseller to several others. Whether the watches are authorized or non-authorized, every watch from Ashford is guaranteed to be:

Protected by our two year warranty

100% Genuine and Authentic with manufacturer’s serial number

Shipped in its original box with its original packing and owner’s guide

The warranty coverage is in effect for two years from the date of purchase on all brand name watches unless otherwise specified.

The Ashford warranty covers the watch movement and battery replacement. It also covers defects in material and/or workmanship.

The Ashford warranty does not cover the watch case, bracelet, straps, crown/stem, crystal/glass, or finishes and polishing.

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In summation, we have relayed to the customer that we physically could not repair his watch due to not being able to obtain the parts. We also relayed to the customer that this particular type of repair is considered outside the boundaries of warranty coverage (as stipulated by our warranty policy as well as Timberlands) since it is considered EXTERNAL.

Please see attached documents and emails, as well as their attachments. If any further information is needed, please let me know...I'm more than happy to assist you!

Kindly,

Client Relations Director

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:

I have attached a picture of the watch for your inspection. As you can see their has not been any wear and tear on the watch. I had to send in a picture of the watch prior to getting the Return Authorization for approval from Ashford. I had the watch less than six weeks from the date of purchase before the bezel fell off and I contacted Ashford for a resolution. I am not sure exactly when I received the watch, which is the reason I used date of purchase.

I have attached the picture I sent originally to Ashford. Looking at the picture it is obvious that there was not enough glue to secure the bezel. Therefore the watch would have been covered under manufacturer defect. I can get my jeweler to send a letter stating that if you would like. However I would then request to be reimbursed for that charge.

I feel that Ashford was and is deceptive in how they marketed that product. The watch was not on the Ashford website, but on a website run by [redacted], now [redacted]. Attached is a similar product, just a different style and therefore different model number of a similar watch they currently have for sale on the [redacted] website. Please notice there is no disclaimer on their product offering disclosing they are not a Timberland Authorized Reseller. Nor that the only warranty coverage would be from Ashford, not Timberland. Had that disclosure been made I would not have purchased that product, and the complaint would be moot.

Had Ashford been an Authorized retailer the merchandise in question would have been covered by Timberland's Two Year Warranty. I have attached copies of the Timberland Warranty, front and back.

To summarize, I feel Ashford has been deceptive in the sales process through lack of disclosure. I feel they have been deceptive in their communication with me regarding warranty status; by first issuing a Return Authorization AFTER seeing a picture of the watch (why would the issue a return authorization had they known ahead of time the product wasn't covered?), second by insinuating they would try to repair the watch, then send an email stating the watch was repaired when it hadn't been. I feel their customer service director, [redacted] tried to use bullying tactics through making an argument that was without merit. Giving rhetorical questions and examples that clearly did not apply in this case had she looked at the documentation provided to Ashford and using the "prudent person" rational. Meaning based on the communication I had been provided both during the process of purchasing the product, my checking initially if their was coverage and finally stating the repair had happened. A prudent person would have expected to have a piece of merchandise that was not defective.

I would expect a company to resolve the issue, not to resort to bullying tactics and innuendos. Additionally, in the disclaimer on their website, they state, This warranty gives you specific legal rights and you may have other rights that vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you." Under the reasonable person concept, I would think it would be incumbent in the company providing the product to verify what rights apply to my state. For this reason, I have also filed a complaint with the Attorney General Consumer Protection division for the State of Idaho.

I know that in my profession, if had treated a customer in the manner I have been treated by Ashford, I would have at the very least been censured, fined, sanctioned, or all three. I feel it is ludicrous that a company can believe they can do business in that manner!

Thank you for giving me a chance to contend the response given by Ashford.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello again,

I do apologize that the information I had replied with in my last response did not solidify our policies and procedures...as well, adequately dertermine that we are not liable to have to replace this item, nor refund the customer. Please see my response to the rejection - I have inputted my own notes within the points made by the customer:

I have attached a picture of the watch for your inspection. As you can see their has not been any wear and tear on the watch. I had to send in a picture of the watch prior to getting the Return Authorization for approval from Ashford. I had the watch less than six weeks from the date of purchase before the bezel fell off and I contacted Ashford for a resolution. I am not sure exactly when I received the watch, which is the reason I used date of purchase.

Having received this image of the watch, and having received this watch into our facilities, we deemed this watch to be externally damaged. You can visibly see the missing bezel.

How or why this occured is not known...if the customer wishes to allow Timberland to inspect the watch, perhaps Timberland would be able to advise the customer if they believe their watch is truly defective.

While we are very sorry that our customer had the watch for less than six weeks prior to the bezel falling off...the fact remains the same, it's an external issue, which is not covered by our warranty. I have already supplied you with a copy of the warranty, which points out that external damages are not covered.

Please note, "wear and tear" is also defined by a one-time hit or shock to the watch, causing the bezel to come loose. I am not saying this is what occured...simply pointing out the fact that even though the watch was only worn/used for six weeks...there could have been a one-time occurence which caused this to happen. This is why we blanket the external issues...we are not liable nor responsible to cover these types of damages for the sheer amount of unforeseeable occurences which could happen, at any given moment, while wearing the watch.

I have attached the picture I sent originally to Ashford. Looking at the picture it is obvious that there was not enough glue to secure the bezel. Therefore the watch would have been covered under manufacturer defect. I can get my jeweler to send a letter stating that if you would like. However I would then request to be reimbursed for that charge.

Regarding the amount of glue, or lack thereof; one cannot speculate on the amount of glue used to afix the bezel to the case. You would need the bezel in order to view/determine if the glue residue was also shown there as well. One cannot assume to know whether the manufacturer used enough glue or not, especially if you do not have both pieces, or if you are not educated in the manufacturing process they use in order to afix the bezel.

Ashford does not assume to know whether the manufacturer used enough glue or not, we simply tried to obtain a new bezel for the customer, but couldn't.

I feel that Ashford was and is deceptive in how they marketed that product. The watch was not on the Ashford website, but on a website run by [redacted], now [redacted]. Attached is a similar product, just a different style and therefore different model number of a similar watch they currently have for sale on the [redacted] website. Please notice there is no disclaimer on their product offering disclosing they are not a Timberland Authorized Reseller. Nor that the only warranty coverage would be from Ashford, not Timberland. Had that disclosure been made I would not have purchased that product, and the complaint would be moot.

Ashford.com uses several affiliate sites to market and sell their products. In no way is the use of these sites "deceptive", as [redacted] also uses us to reach more customers...etc.

Ashford does state that we are both authorized and non-authorized resellers of our brands...it's listed in several places within OUR website. Affiliate sites offer links for the customers to obtain more information as to who we are, and what our Return Policy is - :

Ships from/sold by

Ashford Who's this?

Seller Rating:

Seller Return Policy

Within these supplied links...visible within the image supplied by the customer from our [redacted] affiliate...you will find that [redacted] is advising the potential customer that they too use affiliates, such as Ashford, to be able to supply their customers with more options. Also, our return policy is visible...stating that you may only return for refund your "unused" item. If one were to click on the "Ashford" link, you would be taken to our shopping page listed within [redacted].

We, unfortunately, cannot list every tidbit of information within these affiliate sites...however; the customer is more than welcome to visit our website to learn more about who we are and what we offer. Had the customer inquired with us as to whether we were authorized resellers or not...we would have been open and honest with him regarding this...as we are within our website. We also state (in several locations) that Ashford.com carries the warranty of all our watches...not the manufacturers.

Had Ashford been an Authorized retailer the merchandise in question would have been covered by Timberland's Two Year Warranty. I have attached copies of the Timberland Warranty, front and back.

One cannot speculate as to whether Timberland would or would not cover this missing bezel or the repair

Timberland would absolutely need to evaluate this watch in order to come up with their decision

To summarize, I feel Ashford has been deceptive in the sales process through lack of disclosure. I feel they have been deceptive in their communication with me regarding warranty status; by first issuing a Return Authorization AFTER seeing a picture of the watch (why would the issue a return authorization had they known ahead of time the product wasn't covered?), second by insinuating they would try to repair the watch, then send an email stating the watch was repaired when it hadn't been. I feel their customer service director, [redacted]. tried to use bullying tactics through making an argument that was without merit. Giving rhetorical questions and examples that clearly did not apply in this case had she looked at the documentation provided to Ashford and using the "prudent person" rational. Meaning based on the communication I had been provided both during the process of purchasing the product, my checking initially if their was coverage and finally stating the repair had happened. A prudent person would have expected to have a piece of merchandise that was not defective.

100% disclosure is given within our website

We issued the "Return for Repair" Authorization number to the customer in an effort to assist him in the repair of this missing bezel...the requested picture was purely informational, and did not determine whether we would or could assist this customer.

Once our Repair Dept. advised the Customer Service Dept. that we were unable to fix this issue...A telephone call between our Customer Service Agent, Sherese, and this customer was had. We informed the customer that this bezel could not be repaired by our facilities as we were unable to obtain parts from Timberland...this is considered "full disclosure" by any company.

At the time of the phone call between our rep and the customer...there was no argument as to our selling practices or coverage. The customer was willing to take their watch back with it NOT being repaired

Only when the customer received the watch back, did they bring up all these issues - I do understand the email with tracking information may have needed some tweaking...but we had already advised the customer we did not repair the item and it was being sent back to him...etc.

The email that followed was a template...and I agree, the verbiage used should have been slightly modified so that our customer didn't get the wrong impression...however; our Repair Coordinator was simply trying to give our customer his returning watches tracking number. There was no ill intent.

The merit of my "argument" has been supplied to the Revdex.com...I've disclosed the fact that out of 400+ sales of this particular item, we've only had 3 come back for repair. Only one of these 3 watches came back to our repair department for a bezel issue...therefore proving that this could not be a manufacturer's defect...or all our sales of this item would have come back due to this issue...etc.

I would expect a company to resolve the issue, not to resort to bullying tactics and innuendos. Additionally, in the disclaimer on their website, they state, This warranty gives you specific legal rights and you may have other rights that vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you." Under the reasonable person concept, I would think it would be incumbent in the company providing the product to verify what rights apply to my state. For this reason, I have also filed a complaint with the Attorney General Consumer Protection division for the State of Idaho.

At no time during any of our conversations, or replies herein were "bullying" tactics used. We have supplied the Revdex.com with factual evidence as well as our published policies and procedures. We do apologize if our customer feels as if we are doing the latter.

The disclaimer mentioned above is a legality wich all or most companies must reflect within their terms and conditions. Having made mention of this disclaimer, I'd like to point out that a consumer is responsible to know the limitations governed by their state, and whether or not they are liable or excluded...etc.

As the complaint letter reads, for the Attorney General Consumer Protection Division, they will contact Ashford.com in the event they choose to move forward with this filed complaint. I will await word from them, officially.

I know that in my profession, if had treated a customer in the manner I have been treated by Ashford, I would have at the very least been censured, fined, sanctioned, or all three. I feel it is ludicrous that a company can believe they can do business in that manner!

Ashford.com attempted to assist the customer with repairing an external issue - which is NOT covered under their warranty

We were not, under any published policy, responsible to have to do so

After attempting to source a new bezel for the customer is when we learned we could not acquire this part in order to fix the watch for the customer

We then contacted the customer via telephone to relay this information

We then supplied the customer with the returning watch's tracking number

In summation, we regret any inconvenience this has caused our customer. Had we been able to correct the bezel, we would have done so. Unfortunately, we cannot obtain the part. As we have suggested, the customer may inquire with Timberland to see whether they will cover this repair....since the customer is adament that they would.

I would like to state that again that we tried to fix this watch...we couldn't. We did not attempt to "bully" the customer....quite the opposite by offering to try to repair it.

We are not responsible to have to refund him for this watch, as well as pay for a replacement item. Our polices clearly state that once an item is used or worn, they are no longer eligible for a return for refund. If used or worn, they are also not eligible for an exchange or replacement item. If the item is used or worn, we will gladly repair that item. If external, we'll try our best to fix the problem...but it is not considered a "covered under warranty" repair and there may be charges incurred. If the external repair cannot be completed by our facilities, then we will send the watch back to the customer as quickly as possible, with the suggestion to take to the actual brand.

I truly do hope that this clears up any misconception or malpractice alleged by this customer. Please contact me if you require additional documentation or information in order to close this dispute.

Kindly,

Client Relations Director

Review: Ashford.com owes me a refund and promised to credit my account but never did.

CHAT TRANSCRIPT - REQUESTING REFUND

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Ashford Customer Service customerserviceashford

To ** Nov ** at 2:** PM

General Info

Chat start time Nov **, 2015 1:43:15 PM EST

Chat end time Nov **, 2015 2:**:49 PM EST

Duration (actual chatting time) 00:47:34

Operator Sean_B

Chat Transcript

info: [redacted] hi there..

Sean_B: [redacted]

**: hi I am calling about a order I placed 2 weeks ago.. I got the 3 watches..

**: the price for the overall order dropped by about 25$.. is there a awy I can get a refund without having to return the watches..?

Sean_B: [redacted].

**: ok..

Sean_B: [redacted]

**: [redacted]

Sean_B: [redacted].

**: ok

Sean_B: [redacted]

**: ok awesome.. thanks sean..

info: Your chat transcript will be sent to [redacted] at the end of your chat.

Sean_B: [redacted],

Sean_B: I[redacted]

**: nope.. that's it for now.. thanks again.. later..

Sean_B: [redacted]

**: bye

CHAT TRANSCRIPT - FOLLOW UP WHEN I DID NOT RECEIVE THE REFUND

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Ashford Customer Service customerserviceashford

To ** Dec ** at 10:33 AM

General Info

Chat start time Dec **, 2015 10:10:52 AM EST

Chat end time Dec **, 2015 10:33:** AM EST

Duration (actual chatting time) 00:22:26

Operator Eric

Chat Transcript

info: [redacted]

Eric: [redacted]

**: hi.. following up on an earlier chat.. waiting for a refund which never came..

**: order # [redacted]

[redacted]: [redacted] Eric: [redacted]

info: Your chat transcript will be sent to [redacted] at the end of your chat.

**: it's been ** days now

Eric: [redacted]

**: I dont' have the prices now.. I thought this was taken care of:

**: **: [redacted].. Sean_B: [redacted]: hi I am calling about a order I placed 2 weeks ago.. I got the 3 watches.. **: the price for the overall order dropped by about 25$.. is there a awy I can get a refund without having to return the watches..? Sean_B: [redacted]. **: ok.. Sean_B: [redacted]: [redacted] Sean_B: [redacted]. **: ok Sean_B: [redacted]: ok awesome.. thanks sean.. info: Your chat transcript will be sent to [redacted] at the end of your chat. Sean_B: [redacted], Sean_B: I[redacted]: nope.. that's it for now.. thanks again.. later.. Sean_B: [redacted]: bye

Eric: [redacted].

**: i'll be online while you contact sean b

Eric: [redacted].

**: ok

Eric: [redacted]

**: can I get some confirmation once he's done with it..? so I know when to expect the refund?

Eric: Y[redacted]

**: ok.. I will look for that eric.. I hope this doesn't slip again.. i'll call into the management if it does.. pl. let sean know

**: i'll save this transcript as well

Eric: [redacted].

**: ok.. I am here..

Eric: T[redacted]

Eric: [redacted] Eric: [redacted]

Eric: Bye

**: [redacted]Desired Settlement: Ashford.com needs to refund my order amount of $123.85

Review: I have ordered six identical watches (in six separate orders) from Ashford.com unfortunately three of them looked like repackaged returns (or previously used products) without original protective wraps, without glass protecting wraps, and with generic labels different than the other three watches. I contacted Ashford.com and requested RMAs and prepaid shipping labels in order to return those three clearly not brand new watches. After a few back and forth emails I've received one prepaid shipping label for one of the watches (I sent the watch back immediately via UPS to Ashford). After another couple of emails asking for another two shipping labels for the remaining two orders Ashford's CSR sent me exactly the same label (same tracking and return info for the order that I've had already sent back) and instruction to use the same label for the two remaining watches... Dear Ashford--please send me two prepaid return labels for two remaining orders # [redacted] and # [redacted].Desired Settlement: Please provide two prepaid return shipping labels for two remaining orders RA#[redacted] (Order# [redacted]) and RA# [redacted] (Order# [redacted]) to my email [redacted]

Consumer

Response:

I have been contacted by the business in reference to complaint ID [redacted], and was provided with prepaid shipping labels--the matter has been resolved.

Sincerely,

Review: The company has a 30 day return policy but should have acceptations to the rule, if ordered as a gift. I ordered a men's watch back in Sept. **,2013 and need to return it. The person I ordered it for Christmas has two watches already and I just found out, so needless to say he doesn't need another one. I called Ashford and was told can't send back because it has been 30 days.Desired Settlement: Be able to return watch for a refund since it was ordered as a Christmas gift and not for my personal use.

Business

Response:

Hello,

Thank you for your attention to this matter. First, I'd like to point out that we're not breaking any company rules by adhereing to them. We have a 30-day return policy, published on the site, included in the packaging of the item when we ship it...as well, we have contact information all over our materials found within the package when we ship the item...not to mention, within the site.

The customer placed this order on September [redacted], 2013 and didn't contact us until December [redacted], 2013 to inquire on a return. This is almost a full 3 months from the date of purchase. We correctly informed this customer that we could not return the item due to our policy.

We apologize that this has upset the customer...but I can assure you that is not our intention. Had we known that this was to be a gift, we can make alternate exceptions...however; this is very hard to do after this much time has elapsed.

Now, with that said.....if the customer can assure us that this item has never been worn/used/modified or altered...I will take it back for an exchange of equal or greater value. This is the only exception which will be offered due to the amount of time which has ellapsed. If there are any signs of use, we will ship this item back to the customer.

I trust this is a reasonable resolution to this matter and hope to finally resolve such a claim immediatly. Our policies are published on the site, as well, found on multiple documents which we send to the customer along with the item. I understand this customer is upset, but it is not the fault of Ashford and we should not be punished with a negative Revdex.com compliant becaused we followed our own policies.

If the customer chooses to exchange this item, she may contact me directly.

Kindly,

Review: ORDER [redacted]

I HAVE JUST RETURNED FROM ABROAD, MY FAMILY TOLD ME THAT THE ORDER NEVER ARRIVE AT MY HOUSE, I ASK YOU TO SOLVE, BECAUSE I BELIEVE THAT THE CREDIBILITY OF YOUR SITE!

I HAVE NO PATIENCE, I REQUEST A FULL REFUND BACK TO MY BANK ACCOUNT, THANK YOU?Desired Settlement: ORDER [redacted]

I HAVE JUST RETURNED FROM ABROAD, MY FAMILY TOLD ME THAT THE ORDER NEVER ARRIVE AT MY HOUSE, I ASK YOU TO SOLVE, BECAUSE I BELIEVE THAT THE CREDIBILITY OF YOUR SITE!

I HAVE NO PATIENCE, I REQUEST A FULL REFUND BACK TO MY BANK ACCOUNT, THANK YOU?

Business

Response:

Hello,I'm very sorry...but I believe there has been confusion regarding the time frame. The customer claims here in this complaint that he's just now been made aware of this item being allegedly missing - however, we have communication going back months stating otherwise - please see attached screen shot from the customer's order.In summation, the customer used a drop-shipper to ship the item to him from the US. This drop shipper confirmed delivery of this package...and subsequently would have shipped the order to the customer. Attached is confirmation of delivery.Once the order reaches the intended destination - in this case, the drop shipper - we are no longer liable for the package. The customer, by using a drop shipper, puts them in control. If they were unable to deliver this package, then as advised, the customer needs to file a claim with the drop shipper...as we would have no further knowledge of the whereabouts of this order.I'm very sorry...but we've instructed this customer on many occasions what they need to do. If they refuse to follow the channels we've advised them of...then I'm afraid to say that we should not be held liable.There is literally nothing we can do for this customer at this time. We've already tried everything...and have already explained everything to this customer.Again, this customer must file a claim with the drop shipper they selected to ship this item to him from the US.Let me know if you require any additional information...thanks!Kindly,[redacted]

Review: My order number:[redacted]

but the warranty card was not sealed

After our communication. [redacted] promised me to mail a sealed warranty card. But I didn't received anything. So I inquiry again but this time I was been told that it is impossible to have their sealed card. What they can offer is only their online guaranty but not a sealed warranty card which is available in [redacted]. There's a big gap between them. And this will also put me in a embarrassment with no guaranty as a loyal customer. I have our coms record as evidence if needed.

I believe it is clear violation of the Promise that made between ashford.com and me. and they refuse to take the responsibility on execute the Promise.

I will keep the right legal is actions to if the issue does not get resolved.Desired Settlement: What I request is only their warranty card with their official stamp. That's the best solution to meet what I require and their promise. If there is any difficulty to solve this matter. Amicable negotiation will be highly appreciated and return me a negotiated amount as compensation

Business

Response:

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]

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:

The expected results What I request is only their warranty card with their official stamp. That's the best solution to meet what I require and their promise. If there is any difficulty to solve this matter. Amicable negotiation will be highly appreciated and return me a negotiated amount as compensation Since the commitment should be to achieve, not by the consumer to bear all the consequences My order number:[redacted] but the warranty card was not sealed After our communication. [redacted] promised me to mail a sealed warranty card. But I didn't received anything. So I inquiry again but this time I was been told that it is impossible to have their sealed card. What they can offer is only their online guaranty but not a sealed warranty card which is available in [redacted]. There's a big gap between them. And this will also put me in a embarrassment with no guaranty as a loyal customer. I have our coms record as evidence if needed. I believe it is clear violation of the Promise that made between ashford.com and me. and they refuse to take the responsibility on execute the Promise. I will keep the right legal is actions to if the issue does not get resolved. What I request is only their warranty card with their official stamp. That's the best solution to meet what I require and their promise. If there is any difficulty to solve this matter. Amicable negotiation will be highly appreciated and return me a negotiated amount as compensation record:[redacted]: by the way . The [redacted] Warranty card should be put your official stamp[redacted]: [redacted]: so that I can ensure I can enjoy the aftersale service in [redacted] if any problem occurs.[redacted]: [redacted]: Better you pack it with watch. Both of us can settle the issue by simple way.[redacted]: no need to repeat order again and again.~~

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,I understand that you feel we lied to you..but the evidence you have supplied clearly shows that [redacted] told you that it "should be" stamped...he did not promise you that it would be. He went on further to let you know that if it's not, you could contact the Customer Service Dept. to find out if you could obtain a stamped card.It is when you contacted our Customer Service Dept. that you received improper information. Allow me to elaborate...A few months ago we were able to send ALL [redacted] watches out with a stamped warranty card. Then, very suddenly, [redacted] told us that we had to use different warranty cards, and they were NOT stamped. [redacted] did not give us authorization to stamp these new cards...therefore; we cannot stamp this card with their official seal...it's not allowed, at this time.If this rule changes in the future...I'm happy to provide you with a stamped warranty card, where available. But until then, our hands are tied...and I'm very sorry!We always strive to uphold our words...however; in this case...it was a simple misunderstanding where [redacted] believed we were still sending out stamped cards, and we weren't.If and when we're able to stamp [redacted] cards again...I'll be happy to send you one. Until then, you may use the Ashford 2-year warranty, which is what we guarantee will come with every purchase.I hope this resolves this matter fully...let me know if you require any additional assistance or information.Kindly,[redacted]###-###-####[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:

[Your Answer Here]

How are you [redacted] I received your reply, about what you said "if the change of the rules in the future... I'm very glad to provide you with the postage warranty card", I need to get your guarantee, the Revdex.com supervision departments to coordinate, I hope you will be in the warranty card and sealed by the changed the rules to take the initiative to contact me, because the warranty card stamp is important to me. I've been very trust to you, but the incident had certain influence to me, I don't think what [redacted] said "should be" seal of the sentence can be no reason, you can't give customers provide stamped at least led this sentence I bought your watch, I hope you can safeguard the rights and interests of consumers, rather than blame mistakes, after all, consumers do not enjoy this service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered this watch from an [redacted] 10% cash back link, but ashford refused to credit the purchase to [redacted] for me to get the cash back. Ashford said it was already credit to other website, but I did not get any cash back at all.Desired Settlement: Ashford should honor their promise and credit the purchase to [redacted] for me to get the 10% cash back.

Business

Response:

Hello,Thank you for your attention to this matter...please allow me to reply:Any time one of our customers uses an "rebate" site, they must submittheir order properly through the correct channels. The order mustoriginate from the rebate site, and be led to our site through that rebatesite. This will map the IP address and give us a code by which we canverify the order was submitted correctly. Now, once this is done, thecustomer will receive the rebate in a few days to a few weeks, depending on howfast the rebate site updates their order system - that has nothing to do withAshford.com.A few issues could have occurred here - if you the customer did not place theirorder through the rebate site properly, then the rebate is invalid. Ifthe customer selected an ineligible item (for reasons such as alreadydiscounted), then the rebate is invalid. If the customer requested a partialrefund after the order was placed (due to price decrease), then the rebate isinvalid. Unfortunately, these rebate sites are run very strictly...all oftheir rules are posted within their sites - it is the customers responsibilityto read these terms and conditions before entering into an order agreement.Now, after reviewing this customers order, I do not see any notes that theyhave spoken to us about this rebate issue…so I’m unsure as to whom they arereferring to when the customer states they were informed that “we” told themthat the rebate was already credited to another website.I would suggest that the customer contact the rebate site tofind out whether they actually placed this order correctly. Ashford.com doesn’t have anything to do with how the rebatesite runs or operates, as that is a totally separate company from ours.Please let me know if you require any additional information…I’mhappy to assist where I can.Thanks![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:

[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,

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:

[Your Answer Here]

The problem is I don't have an account with Retail me not. I am really unhappy with this solution. Does this mean I have to return it and place an order again? Or can you ask Retail me not to send me the cash back? Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Review: The watch that I received had defective crown. The threads on the Crown are bad therefore I was unable to screw it down. The watch I received did not have any plastics on the crystal at the top or the bottom and appeared used with fingerprints on the back. The company claims they do not sell used watches. When I requested for an exchange I was told the watch is out of stock and they refused to match the price on another similar watch.Desired Settlement: I would like an exchange, If the watch is not available I would like a replacement for a similar or better watch.

Business

Response:

Hello,

Thank you for your attention to this matter! Per the chat this customer had with our company...he decided to accept a full refund for this order. We had supplied him with the Return Authorization Number, as well, a prepaid shipping label so that he would not incurr any costs to return his item.

Please see the following chat transcript between our Customer Service Rep and the customer:

Based on this chat...the customer no longer requires an exchange or replacement...as he did not wish to await word from our Sales agent on the possible discount...and specifically requested a return for refund.

Once we receive his item, a refund will be processed.

Please let me know whether you require any further documentation or information in order to resolve this case.

Kindly,

###-###-####

They are not even bothering to respond to my emails concerning their warranty repair service. They are NOT an authorized re seller of these brand name watches. In addition to this the phantom warranty they claim to have equals worthless defective products. No warranty from manufacturer (not purchased from authorized re seller).

Review: I purchased a Rado watch on the ashford.com,the order number is [redacted].But when I received the package,,I found it was not the one I purchased,the one I received is Skagen 456sblb ,The package looks normal and closed when I received.Then I contacted the customer service,tell her the situation.And send the photo to them,but they deny to help me.They said this is the responsibility of the [redacted].Oh,god,they send me wrong watch,and said it is [redacted]'s problem!What a funny company! As a top cosmetics company in the world, the customer service is supposed to be the best,Now customer service's attitude makes me feel that you are trying to avoid responsibility, I do feel shocked and disappointed.Desired Settlement: I purchased a Rado watch on the ashford.com,the order number is [redacted].But when I received the package,,I found it was not the one I purchased,the one I received is Skagen 456sblb ,The package looks normal and closed when I received.Then I contacted the customer service,tell her the situation.And send the photo to them,but they deny to help me.They said this is the responsibility of the [redacted].Oh,god,they send me wrong watch,and said it is [redacted]'s problem!What a funny company! As a top cosmetics company in the world, the customer service is supposed to be the best,Now customer service's attitude makes me feel that you are trying to avoid responsibility, I do feel shocked and disappointed.

Business

Response:

Hello,Thank you for your attention to this matter...Please see the details below:1. The customer communicated with us via Live Chat - and told us that he'd received the incorrect watch.2. We asked the standard questions regarding what was received and how the packaging looked, etc.3. We informed the customer that since the shipping carrier was [redacted], he'd need to keep all packaging for inspection by [redacted]4. Customer sent us images of the packaging, and we noticed the tape used was different then what we use - this usually means the package has been tampered with5. The customer advises us that his kid must have put the different tape on the package, however; we must go through with the investigation6. In order to complete this investigation, the customer must provide [redacted] with the packaging...we're currently awaiting the customer to do soAny time a customer claims to have received a different item than purchased, we must file a claim...we understand that [redacted] takes up to 2 weeks to resolve a claim...and then after that, we can supply the customer with either a replacement order or a refund.Please note, that we did check our inventory levels for both these items, and all counts shown correct. We are not sure how this customer received the incorrect item.If the customer can remain patient for the time necessary for [redacted] to resolve this matter...we're more than happy to send him a new watch or provide a refund for the purchase...either way.I've attached all communications relating to this case...as well as the images provided by the customer and our communications with our [redacted].In summation, we simply just need for the customer to provide the packaging for [redacted] to inspect...and for them to finalize this claim...we can then move forward.Please let me know if you require any additional information...I'm happy to help resolve this matter.Kindly,[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:

[Your Answer Here]

As I told you before,the tape was tamper with by my kid,not by [redacted],there is nothing business with [redacted]!But you request me to give the box to [redacted],and tell me if I did not have time to wait the [redacted],I can put it out my house,I did as you said,put the box on my garden,but the [redacted] did not correct the box,the box now missing!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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:

[Your Answer Here] Reship the item via fedex to me and when you ship out,please tell me the tracking number!Please ship it ASAP

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Review: Dear sir,

Hello!

I am a Chinese customers. I purchased an EDOX watch November [redacted], 2013 in Ashford.com. Price of this item is $ 315.My Order is # [redacted]. Movement type about this watch is Swiss Quartz (battery-powered).I received the EDOX watch on December **,2013 from Ashford. I began to use the EDOX watch from January **2014, however immediately I found it doesn’t work properply. The watch was stopping after every ten minutes from the hand taken down.

Even worse, the EDOX watch has not been running from January **, 2014 to now. I call Ashford Customer Service January **. Ashford Customer Service suggested me to change a new battery. I changed a new battery for this EDOX watch noon of January 8. It still does not run. So this watch must be wrong. I emailed Ashford Customer Service January **. What they suggest was having the item evaluated at a local repair shop in China, then email Ashford the estimated repair cost. EDOX watches have not been sold in China .I consulted a few local watch repair shops, repair reason of this item is bad wiring caused damp and mildew. Its repair cost estimated about ¥ 2000 ($ 328). Ashford Customer Service let me ship the watch back to U.S, but I have to pay the International freight back to U.S.

It’s unreasonable for customer to cover the international freight while I just received the Edox watch bad. It’s not my fault that the item cannot be repaired locally. So Ashford should pay the international freight or work out another way to fix this problem. I delivered the Edox watch to Ashford Repairs Department by traceable EMS/USPS. My international freight costs ¥ 320 ($52.5)!Desired Settlement: Please Revdex.com urges Ashford pay for my international freight ¥ 320 ($52.5)!Thanks and await your reply and help.

Business

Response:

Hello,

Thank you for your attention to this matter!

I'm so very sorry that our customer was not supplied with a prepaid label...I'm sure this was just an oversight on the customer service representatives part. I have asked that a prepaid label and commercial documents to emailed to the customer so they may use them to ship this watch back to us for evaluation.

If this customer has already shipped this item back to us, then we will happily refund them for the shipping fee! The customer would need to communicate this to us...as we do not have the tracking number he/she may have used.

In the future...we urge our customers to come to us and request a prepaid label instead of filling a Revdex.com complaint over something very easy to solve.

Let me know if there's anything more I can assist with...I'm happy to help!

Kindly,

Review: I ordered a watch from this website last year(order #:[redacted]),and right now the watch is till in their "2-year" warranty period.However,1 month ago the watch stopped and I asked Ashford to fix it,and ashford asked me to fix it at a local watch shop and they would reimburse me.I spent $27.26 to get the watch fixed,which was the lowest price I could get to have it fixed here. However, ashford only reimbused me $15 and refused to cover the whole cost. This is ridiculous, my watch is still in warranty peirod and they should pay whatever it need to pay to have it fixed,not matter how much it costs,or it would be a complete warranty fraud,which is exactly what they have done!Desired Settlement: Give me a full refund to cover the cost to fix the watch:$27.26.

Business

Response:

Hello,

Thank you for your attention to this matter!

Within my reply you will note our communications with our customer relating to their need of a new battery for their watch. We always advise our customers of any limits of liability which can be found within our warranty. We did tell this customer, via a Live Chat, that we would happily cover up to $15.00 for any battery replacement (within the 2-year warranty). Having disclosed this information within the chat...and that the customer accepted these terms before closing the chat, we were under the impression that all was well and deemed acceptable.

Attached is a copy of the chat transcript

These are the notes within the customer's order...as you can read, we are explicitly stating the $15 refund...there was never any discrepancy nor did we alter our policy throughout this transaction.

We have already refunded this customer on 6/**/13 in the amount of $15.00, as previously stated within our initial communication with the customer. This refund was posted to their PayPal account.

If you require any additional information or documentation, please let us know...we're happy to assist you in closing out this dispute.

Kindly,

Ashford Client Relations Director

###-###-####

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:

[Your Answer Here]

Even though the company has a $15 limit ,I think this policy is just ridiculous.I was asking Ashford to repair it for me,but Ashford refused to do so and asked me to repair it at a local store.Later I found out the lowest cost to fix my watch is $27.26.And since the watch is still undert 2 year warranty,it's the full responsibility of ashford to cover all cost of the repair.I couldn't believe a big company such as Ashford is breaking their warranty promisefor a mere $12 dolloars!

Shame on you!Ashford!Worst customer service ever!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Ashford.com customer service is awful. Did not return my phone calls, ignored my emails, demanded I pay shipping costs that are 50% of the cost of the watch. The watch I bought looked different than the watch I received. Ashford tried to scam me and get me to pay return shipping as a method to get me to not return the watch.

I will NEVER shop here again. The customer service rep was RUDE and condenscending, treating me like an it because I asked about watch sizes and what they meant. They did not explain this properly to me, and I ended up with a tiny watch when I wanted a big watch.

They also claimed they don't have a record of me calling.

This is a grade a SCAM.

They think I don't matter because I am a minority and I can't afford an expensive watch. I am extremely offended by this and how they tried to take advantage of me.Desired Settlement: I want a full refund of my watch and for ashford to send me a return label. I want a letter of apology for how I was treated by customer service and for them to apologize for claiming I never called.

You CANNOT claim a customer did not call if they are complaining about how poorly they were treated on the call.

Business

Response:

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]

Review: In October **, 2015, I bought a watch in ashford.com.The order confirmation number is [redacted].The Watch model is zenith [redacted].

Larry is one of their sales.

Larry A[redacted] had promised a refund difference that is more favorable for Black Friday.

Watch the purchase price of $3400, now $3050 in Black Friday.

Larry A[redacted] let me find customer service.

Customer service will not be accepted.customer service let me find Larry Ackerman.

If it weren't for Larry, I would have to wait until the black Friday.Desired Settlement: I need him to refund the triple the difference

Consumer

Response:

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,

Review: This started as a simple request to send a cleaning cloth that was overlooked in one of my orders. If the undue hardship of multiple emails wasn't enough, now it is being implied that I am not being honest -- I have to prove that I ordered 2 watches at 2 different times... See "cut-and-pasted" email correspondence below:

My original email -

So far, I have purchased three watches from Ashford. I have been very pleased with the products and the customer service that is provided. I really like the way you package the watches -- with the red tote bag, the fancy "signature" packing tissue, and the cleaning cloth.

I am emailing about the cleaning cloth, I have only received one, was I supposed to get one with each watch? If so can you send me at least one more?

Thank you so much,

[redacted] Ashford.com Reply -

Hello,

The cleaning cloths come one per order. I am sorry it is not one per watch, we have a certain amount allotted for the orders that go out of our warehouse. We apologize for any inconvenience. [redacted] My response -

The watches were separate orders...

Ashford.com reply -

Ok what were the 2 order numbers then? And which on didn’t receive a cloth? [redacted] My response - [redacted] - came with cloth [redacted] - did not come with cloth

Thanks in advance for sending the missing cloth and showing that you care for your customers.

My last frustrated email (I was offended and disappointed) -

I am shocked that Ashford.com cannot look-up my past orders; I am also appalled that Ashford wants me to "prove" that I have ordered from them twice -- is it you desire to have repeat customers?Desired Settlement: Let's remember, this was a simple request to fix an oversight that led to a missing cleaning cloth... I feel like my request is going to bankrupt the company or something.

[redacted]PLEASE SEND AT LEAST ONE ASHFORD WATCH CLEANING CLOTH, AND POSSIBLY AN EXPLANATION THAT WILL MOTIVATE ME TO SHOP ASHFORD AGAIN IN THE FUTURE[redacted]

Business

Response:

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?

-------------------------------------------------

Hello,

Here Is tracking number for this cloth going USPS [redacted]

-------------------------------------------------

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,

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:

There is even a certain ring of arrogance in your Revdex.com replies:

"If you ever run into this type of issue...perhaps talking to a manager would be more helpful?"

"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?"

...and since they were worded in the form of a question, I had to reject the proposed resolution.

"So no one will ever run into this type of issue...perhaps properly training your employees would be more helpful?"

"No you did not break any (legal) business rules, although the "unwritten rule" should be that the customer is always right. It is almost certain, that if this happened over a cheap polishing cloth, that it is happening to other customers pertaining to more serious matters. so the Revdex.com complaint and not a Supervisor call, was to get you attention before it's too late"

Learn from this experience and you will better your company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],

Thank you for your insightful response!

I will not pose any more "suggestive" questions at this time, for fear that you will again have to reply. Please know that I thoroughly understand why you became so hurt and I apologize that our representative was so insensitive to your needs and caused you such distress!

Rest assured that she has been reprimanded to the fullest extent, in the hopes of ensuring that another customer does not incur the pain that you had to endure in this awful situation!

Filing a Revdex.com complaint is pretty serious, and it will be taken that way - again, my sincerest apologies for any inconveniences and suffering that you incurred.

I've marked this topic as a training op for our upcoming team meeting - rest assured it'll be discussed in full detail. It is my mission to make this department the best that it can be...and I greatly appreciate your words of wisdom.

Thanks again for allowing me the opportunity to speak with you...it's been very informative!

Kindly,

Consumer

Response:

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,