Ashford.com

Review: I buy a watch from Ashford.com and intended to use it as a birthday present for my brother who live in China. I placed my order on 5.** which is Saturday. The salewoman [redacted] sent me Email that the watch will be shipped out on 6.* Monday. Because I left US on 6.* (Tuesday), so I use a UPS one day air to make it arrived at my place before my departure for China. The UPS one day air cost me 30 dollar.

But the watch was shipped out on Tuesday and arrived at my place at Wednesday which is one day later after I left US. So I had to ask my friend to accept this item. Right now I have come back to US, and if I still want to give this watch to my brother, I have to mail this to China which will cost me an extra 80 dollar or so.

So the delay really brought me a lot of trouble.Desired Settlement: I can accept the watch, but I think I need my 30 dollar shipment fee back. I think this is fair enough. The company can mail me a 30 dollar check

Business

Response:

Hello,

Thank you for your attention to this matter...please allow me to reply:

Yes, this customer did place their order on Saturday, 5/**, with the expectation that we would ship this order out on Monday, 6/*. Unfortunately, due to overwhelming order volume, this order was unable to be fully processed for pick-up on Monday...therefore; it shipped the following day.

Please note that we do not guarantee shipments on the same day the orders are placed, nor do we guarantee that the orders will be shipped the Monday after a weekend. We do what we can to ship the orders as quickly as possible...but sometimes there can be slight delays in the shipment process.

The customer contacted us via Live Chat on 6/*...a full 2 days after receiving the package. He stated that he received the item late...and that he was allegedly told that we would guarantee the shipment would arrive by Monday. We requested a copy of this email so we could confirm this guarantee, but noted that the sales agent did NOT guarantee the delivery...but simply said we would try to have it to him by Monday.

We contacted the customer back via phone and advised him that there was no guarantee made, and that the customer had misinterpreted the email from the sales agent.

Per the customer service representative who spoke to the client...it was noted within his order that since the package didn't arrive on time, he was unable to take it with him to China...and that he now demands us to reimburse him for the shipping costs to ship this order to China. We advised him that this was not our responsibility, nor are we liable to ship to any other location now that this package has been delivered.

This was all the customer demanded from us at the time of the phone call...he made no mention of requesting us to refund him for the shipping fee from our facility to him.

With all of this said; I'm more than happy to refund him for the $29.95 shipping fee we charged to ship this order Next Day Air...but we will not pay to ship this order to China.

I will process this refund request today. Please allow 5-7 business days for the refund to post to your account. If there are any further questions or concerns, please contact our Customer Service Dept. at ###-###-#### - [redacted]

Kindly,

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: Hello!

12/**/13 I purchased from the site shop Ashford Watches Edox Men's Classe Royale Chronograph Big Date , which were sold -Order Number: [redacted] . Shop promised express delivery . So I hoped to get to watch the New Year. Today 12.**.13 hours , I do not got ! ! From sellers some promise. No result. Feel like a man deceived by fraudsters .

Also not satisfied that the consultants may not know their surname, contact management, and learn control and law enforcement agencies , and community organizations to ensure consumer protection .

When purchasing hours sellers refused me sending FedEx, and USPS saying that refer only UPS , which does not work in my area and in my country is considered the most problematic . Although they wrote on his website that the delivery is UPS, FedEx, or USPS.

After spending 6 days nerves , time, and correspondence with online delivery service I received information that my hours are somewhere within the U.S., and as soon as I return to the store will send them again , otherwise specified address me . Again there is no result . Hours are generally never will return!

All emails sent me an e -mail to Ashford with my complaints I have not received any answer .

Also due to the fact that I did not get the clock for which I paid. I was afraid to buy another clock that they also sold out (Edox Les Vauberts Day Retrograde Men's Quartz Watch [redacted]). To date, the clock has already been sold, and alternative (EDOX

Men's Les Vauberts Big Date GMT Watch [redacted] -AID) is worth more.

I ask to understand my problem , bring it to the store management , improve service shop to eliminate the violations involve inspections to monitoring organizations and journalists.

Sincerely [redacted]Desired Settlement: I also want to store delivery hours paid and compensation for moral damages to me , which is estimated at $400 gift card or a similar amount .

Business

Response:

Hello,

Thank you for your attention to this matter. Please allow me to update you on the progress of this particular order:

Order# [redacted] was placed on Dec. [redacted], 2013. We shipped this order on the same day ([redacted]), however; UPS stated that they could not deliver to this customers postal code. We then requested for UPS to return the package back to us so we could correct the address/shipper and reship back to the customer, here is the returning tracking number: [redacted]. We received this package back from UPS on Dec. [redacted], 2013

On Dec. [redacted], 2013, the customer advised us of a correct/updated ship to address, and we advised our shipping department and began the process of reshipping this order to the customer. We then received another communication from the customer to change the address yet again. We forwarded this new information to our shipping manager and reshipped the order to the customer on Dec. [redacted], 2013 via UPS tracking number: [redacted]

Per this new tracking number you will find that the customer has received and signed for his order on Dec. [redacted], 2013.

We apologize for any inconvenience this customer may have faced with the shipping of his order. Unfortunately, sometimes UPS cannot deliver to a specific location and we need to arrange alternate address or shipping methods with the customer. This can be very frustrating for any customer and we do understand that....however; we did our very best to rectify this matter quickly and efficiently given the holidays and the fact that the customer changed thier address twice.

If you require any further information, please let us know...we're happy to assist you in resolving this claim.

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,

Review: Hi, I have placed an order ([redacted]) online for EDOX WATCH, there is quality issue, the watch dropped to the floor after I wore it the second day since the belt was loosen, and the 10 o'clock mark is not there any more. I have mailed and called Ashford for return, but they are saying it can not be returned after it's worn or 30 days after the purchase. I'm requesting the return since it's definitely quality issue of the watch.Desired Settlement: Would like to return the watch and get refund.

Business

Response:

Hello,

Thank you for your attention to this matter. I would like to take this time to outline our policies and explain why we cannot accept this watch back for a return.

1. Customer placed thier order on Oct. **, 2013...almost 2 months ago

2. Customer contacted us on Dec. [redacted], 2013 stating that the watch had broken

3. We advised the customer that he may send the item to our Repair Dept. for it to be fixed - the customer has never replied whether we could proceed in this manner or not.

4. Our 30-day Return Policy is here: [redacted] - you will note that if the item is used/worn/altered or damaged due to personal use, we will not take the item back...it will be repaired under the 2-year warranty.

5. Our Repair Warranty is here: [redacted] - you will note what is and is not covered under warranty. The bracelet issue is not covered...however; we may be able to cover the internal damages under warranty...but the watch would need to be evaluated first.

6. I've attached the email correspondence between our Customer Service Rep "[redacted]" and the customer - you will read that we advised this customer of what we could do, and why.

7. We are not breaking any company policy, but adhering to them. We are not breaking any business regulations, but adhering to them.

We apologize if this customer is not happy with the outcome of this unfortunate event; however, we are willing to assist in the manner of which we can...and have offered to this customer. The customer would need to reply to one of our emails with his acceptance to have the watch repaired...as we cannot replace/refund this item due to our policies.

If you require any further information regarding this case...please let me know...I'm happy to assist you close out this claim.

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:

The bracelet was broken since the quality is not good, which caused the watch dropped to the floor. I was not in US for in Nov, so I contacted them on 12/**/2013 after I came back to US.

I have replied their mails stating that I request a return not a repair earlier.

And I just replied their mail to ask for repair process, seems I wasted $425 if I don't repair it.

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

Sincerely,

Business

Response:

Hello,

Thank you for your attention to this matter. It seems this customer has filed two separate Revdex.com complaints...as my notes in his order state I've already replied.

As I had previously mentioned within my last response...this order was placed on Oct. **...customer contacted us on 12/**/13 to state the watch bracelet had broken. Once a watch or item has been worn or used, we must use our Warranty for any fixes or repairs. This information is found within our website, and explicitly outlines what is and is not covered under warranty.

See here: [redacted]

On 12/**/13, the customer had emailed to us saying that he wanted to have his item repaired...so we set up the Repair Order (#[redacted]) and sent the customer the instructions on how to ship the item back.

We have received this watch on 1/**/2014...and have scheduled the completion of this repair to be on 2/**/2014.

Since the customer has agreed to this repair...I find it odd for him to write a Revdex.com complaint. Please let me know if there's any other information you require in order to resolve this complaint.

Kindly,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and sent the watch for repair. Just want to clarify, I only filed complain for this once, not sure why they were saying twice.

Sincerely,

Review: I bought a Rado watch from Ashford.com. This watch was repaired twice. The first time is due to accuracy. The second time is due to watch leaking. Rado watch user manual indicate this watch is water-resistant to 30 meters as below. I swim with watch and water got in watch. After I sent watch to Ashford, they object to repair watch as below: "water resistance is for minor water exposure such as washing hands,rain, etc not for swimming". From Rado manual: "ALL RADO watches are water-resistant. They can withstand a water pressure of up to 3 bar (depth of 30 meters), which means that you can go to swimming or take a shower while wearing your RADO." I use Rado watch according Rado manual but Ashford object to repair or refund it. Please help to solve this problem. Thank you so much [redacted] RegardsDesired Settlement: refund

Business

Response:

Hello,

Thank you for your attention to this matter!

I would like to take this opportunity to point out some facts as well as our policy...

Regarding water resistance:

If you were to perform an online investigation/search of what "water resistancy" means regarding watches, you would find a slew of explanations. All of which state that a watch measuring 30M cannot be taken swimming. Please see the following link for what is stated within Ashford.com is the Water Resistance Ratings: [redacted]

The watch is resistant up to 3ATMs or atmospheres...which is measured using "PSI" or pounds of pressure per square inch. Watches with very low water resistance ratings are considered "barely" water resistant...only able to withstand light splashing or hand washing. It is the force of the water pressure onto the gaskets of the crown and caseback which allows the water to seep through. If you are to go swimming with your watch, you may be causing the water to be forced into the watch more than the water resistance will allow just by waving your hands back and forth under the water...etc.

So, while [redacted] may state that their watches are water resistant and can go swimming in them...they also state the following: "Note: Water resistance information is "meters" or "bar" refers to theoretical pressure and temperature test norms and does not indicate actual diving depths" - this points out that you cannot dive down 30 meters...it's a "theoretical" depth based on pressure.

[redacted] also states: "Water resistance is not a permanent condition. To ensure permanent water resistance, the watch should be checked once a year. To ensure conformance with the warranty regulations, these operations must be performed by an authorized [redacted] dealer or authorized [redacted] Service Center"

Per the order date, this customer has had this watch in their possession since 12/**/2011...having sent the watch into our repair center on or around 8/**/2012 due to timing issues. We were able to correct that issue, and reset the water resistancy standards back to manufacturer specifications. Since then, the customer has had no issues with the watch. It is almost a year later, and now the customer states that water has entered the watch.

We advised the customer we'd gladly inspect the watch, and test it to ensure the water resistancy is still set to manufacturer standards and there are no leaks in the gaskets of the crown or caseback. We did so, using a specialized "pressure" machine which measures the pressure inside the watch, and compares it to the pressure of the closed chamber. If there are any fluctuations in pressure while the crown is closed and caseback sealed, then the watch is considered faulty. However; if there is no change between the pressure inside the watch and the closed chamber, then the watch passes this test with flying colors and is considered water resistant...etc.

This watch passed this test...therefore; the only way water could have entered this watch is if the crown was left open while the customer went swimming...or, they exceeded the water resistancy standards set forth by the manufacturer...thereby, voiding the warranty.

Regarding whether we could repair and/or refund:

It is due to these test results that we have stated to not be able to cover this watch under warranty. Also, since we do not have a contract set up with [redacted] for parts and/or pieces of the watch, we were unable to assist in the repair of this watch since new parts were required. We advised the customer that we could not acquire parts from Rado, therefore; they are better off sending this watch to a local Authorized Repair facility. We did not state to the customer we "would not" assist them...we stated that we "could not" assist them, even tho we would have like to.

Due to our published policy, stating that "no watch can be returned for refund having been worn, used and/or modified", we are unable to refund this purchase. We attempted to assist the customer with a repair, however; it was deemed out of warranty service due to the test results. We would have repaired this watch for a nominal fee had we had an opportunity to acquire the parts neccessary to do so.

I hope this clears up any misunderstanding...however; if you require further information...please let me know, I'm happy to provide you with anything you need.

Kindly,

Ashford Client Relations Director

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

Review: I purchased a Hamilton Khaki (H71516137) from Ashford.com December *, 2013. In April, I exposed the watch to water for the first time, doing the dishes after Easter dinner. A couple hours later I noticed water under the crystal and attempted to contact Ashford, but they were closed for the holiday as well as a few subsequent days. I eventually got in touch with their warranty department the very next day they were open, I submitted a claim and sent the watch back for repair on April [redacted].

On May ** they indicated the watch would be repaired July [redacted]. Then, on May [redacted] they sent me an email stating that the watch passed it's pressure tests and perhaps water had entered the watch through an open crown and they would not repair the watch. Every day I wore the watch I ensured the crown was fully closed by pressing the crown closed when putting the watch on in the morning. I went back and forth on a few phone calls and they maintain that they will not cover the repair despite their warranty stating it should be covered since the watch was used well within the manufacturer's water resistance limitations (100M for this particular watch):

[Excerpt from Ashford Warranty]

What's covered: 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. Of course, all of our watches are 100% brand new and should keep accurate time.

What's not covered: The watch case, bracelet, straps, crown/stem, crystal/glass, finishes, damage caused by excessive wear-and-tear and/or physical abuse and damage resulting from wear under conditions exceeding the watch manufacturer's water resistance limitations.

[End]Desired Settlement: Refund credit card full purchase price. I would consider a replacement of a similar watch, but have concern's regarding Ashford's willingness to honor their warranty.

Business

Response:

Hello,

Thank you for your attention to this matter...please allow me to reply below:

It is correct that our customer had purchased this watch, and it then incurred subsequent damage due to being put into contact with water. The customer had this item for a period of close to 5 months. In that timeframe, the customer did not relay to us that he had any issues with his timepiece. At the time of his first contact, we explained to him that due to the timeframe, the fact this item had been used, etc., that we would be happy to have it come into our facility for repair/evaluation.

After the evaluation, it was deemed "not covered under warranty" due to the test results. These tests include a hypobaric air pressure test; which measures the air pressure inside the watch...and compares it to the pressure inside the chamber. If there is a fluctuation, then there is a leak in the watch...therefore; we know that the watch seals have failed, and the repair will be covered under warranty.

In this case...the air pressure did not change, so we understand that the seals are working fine...and there must have been contact with water which exceeded the manufacturer's specifications.

Let me explain "manufacturer's specifications" - It is a common misconception that customers believe they can submerge their watch to the depth indicated on the face or case back of the watch. In the case of this watch, the depth indicated is 100m. This is not true. This depth indicates the amount up to which the watch will withstand the pressure of said depth.

For Example; if the watch is sitting in a pool of water, there is "x" amount of pressure being exerted onto the seals of that watch. That pressure will increase with the increase of depth. If the customer were to dive into that pool of water while wearing the watch, the amount of pressure being exerted onto that watch, at the point of impact, is much greater than it just sitting in the pool of water.

Also, there have been cases where the crown was left slightly open and water entered the watch.

We agreed to repair this watch for just the cost of parts...and that we would not charge him labor. We emailed the customer several times, indicating that the total cost of a new movement and seals would be $270. The customer never replied therefore we had not choice but to mail him back his watch unrepaired.

Per the tracking number indicated within his Repair Order, the customer has signed for this returned watch on 6/**/2014.

We are more than happy to repair this item for $270 - this fee includes the cost of a new movement and new seals. If the customer would like to proceed, he may contact us for a Repair Authorization Number...we'll be more than happy to provide a shipping label as well.

We do apologize that this outcome was not to the customer's liking...but we did follow our published policy and we did provide him with repair services, albeit at a cost due to being considered out of warranty and needing new parts for the watch.

Please let me know if you require the email correspondence, as I'm more than happy to provide it. Also, here are the links within our website giving the details of our warranty service.

Here is some information included within the FAQ portion of our site:

Are watches really waterproof?

A watch marked as water resistant without a depth indication is designed to withstand accidental splashes of water only. Do not submerge such a watch. Higher levels of water resistance are indicated by increasingly higher acceptable depths, usually indicated in meters.

There are a variety of ways to make a watch water resistant. All such watches use rubber gaskets or "O" rings to seal the case back. A watch with a back that screws onto the case provides a higher degree of water resistance. Some crowns (the "winding stem") actually screw into the case to further increase water resistance.

top

What does Water Resistant really mean?

A watch marked as water resistant without a depth indication is designed to withstand accidental splashes of water only. Do not submerge such a watch. Higher levels of water resistance are indicated by increasingly higher acceptable depths, usually indicated in meters.

There are a variety of ways to make a watch water resistant. All such watches use rubber gaskets or "O" rings to seal the case back. A watch with a back that screws onto the case provides a higher degree of water resistance. Some crowns (the "winding stem") actually screw into the case to further increase water resistance.

Usage Recommendations

The following usage recommendations are suggested by the Seiko Watch Corporation of America.

Water-resistant to 30 meters (98 feet). Will withstand splashes of water or rain but should not be worn while swimming or diving.

Water-tested to 50 meters (164 feet). Suitable for showering or swimming in shallow water.

Water-tested to 100 meters (328 feet). Suitable for swimming and snorkeling.

Water-tested to 150 meters (492 feet). Suitable for snorkeling.

Water-tested to 200 meters (656 feet). Suitable for skin diving.

Diver's 150 meters (492 feet). Meets ISO standards and is suitable for scuba diving.

Diver's 200 meters (656 feet). Meets ISO standards and is suitable for scuba diving.

Please note that we do not recommend swimming or diving with your watch unless it has a screw-down crown (also known as "screw-lock" or "screw-in" crown) and is water-resistant to at least 100 meters.

Please let me know if I can assist you further.

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:

The Ashford warranty states if a watch is operated outside of the manufacturer’s water-resistance guidelines, it would not be covered under warranty; however, the Hamilton watch in question was worn and maintained in accordance per the manufacturer’s instructions. I am familiar with water resistance standards for watches and understand that water resistance up to 100M does not mean a watch can truly withstand 100M of depth, just that it can withstand the equivalent pressure. In this particular case, the watch was worn while doing dishes, and was not subjected to extreme pressures. Per the attached water resistance guidelines published on the Ashford website, this watch should be capable of withstanding swimming and snorkeling without any issue, which is the first reason why Ashford should honor the warranty.

Ashford also suggests that perhaps the crown was not fully seated which allowed the ingress of water. This is simply not the case, I am familiar with watches of this type and ensure that every morning I put the watch on, I press the crown to ensure it is fully seated. On this watch, the crown was fully seated at all times when it was worn. Please note that the documentation included with the watch makes no reference to ensuring the crown is fully seated to ensure water resistance. In either case, the manufacturer’s operating procedures have not been violated.

Ashford also mentions that no other complaint had been made with regard to this watch; however, this is untrue and should be investigated further. Upon receiving the watch, I noticed that the chronograph second hand was misaligned with the 12 o’clock position and the minute and second hands were not properly synchronized. Customer service approved an RMA on Dec., [redacted] (see attached email). After discussing the RMA with customer service, I decided not to return the watch for the following reasons:

1. The watch was intended as a Christmas gift from my wife and could not be repaired prior to Christmas

2. There was no equivalent replacement offered by Ashford at the time

I discussed these concerns with customer service and they indicated that I could return the watch at any time to have the noted issues corrected. When returning to Ashford for the water-ingress issue, I requested a second time that the above noted issues be corrected at the same time as the water-ingress issue.

The water-ingress occurred and was noticed on April [redacted] – this was the first time that watch was ever subjected to water. I immediately tried to contact Ashford, but they were closed for the Easter holiday. I looked into contacting a local jeweler to have the watch dried as soon as possible since a prompt response to these types of issues can result in saving the movement and other watch components. After further research, I saw that the Ashford warranty would be invalidated if another jeweler were to service the watch and decided to wait for Ashford to re-open. I attempted to contact Ashford on the [redacted] & [redacted] but they were closed both days as well. I finally got through on the [redacted], an RMA was issued and I sent the watch via Priority Mail on the [redacted] (see USPS tracking attachment). A delivery attempt was made on the [redacted], but the business was closed. It was finally re-delivered on the [redacted]. On May [redacted] I received an email stating my watch would be repaired by July [redacted] (see attached email) and then I received another email on the [redacted] (see attached email) stating the watch had been reviewed and would not be covered under warranty and was not fixable. Almost 30 days had elapsed since the water-ingress occurred. A faster response to the water-ingress issue may have resulted in a much lower-cost repair to the watch since components that must now be replaced due to corrosion issues, may have been salvaged.

Due to the factors mentioned above, and Ashford’s warranty policy, I would either like to have my watch repaired under warranty, or a full refund of the purchase price. I would prefer the latter since I am no longer confident in Ashford’s willingness to stand behind their warranty.

Sincerely,

Business

Response:

Hello,

Thanks again for the details, however; we stand firm that this repair is not covered under warranty - per our published policy, as well, the fact that our water test results proved that your watch is air tight, and does not leak on its own.

I am, however; willing to discount the repair costs to $200 - that is a $70 discount of the repair fees necessary to correct the damage caused to this timepiece.

If you are willing to accept, we will send you a prepaid label for the watch to be mailed to us. I will also require your payment information for the $200 charge.

Please let me know within your response to this claim...also, once accepted, you hereby agree that this matter is settled and I submit to the Revdex.com for them to close this case as resolved.

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:

I am rejecting this response because the Ashford policy clearly states that they will not cover a watch if it is operated outside of the manufacturer’s recommendations. As I have made clear, at no point was this watch operated outside of the manufacturer’s recommendations. Per Ashford’s warranty,

the watch should be covered since it was operated in accordance with the manufacturer’s recommendations.

Case in point, according to Ashford’s feedback previously provided via phone, they have never opened the watch case, however when I received the watch from Ashford’s repair department, there was no moisture to be found in the watch. The moisture must have escaped the watch through some means which would also indicate a leak in the watch seals (if it is air-tight, water definitely could not enter or escape the watch)

There is also the possibility that the length of time it took to test the watch caused corrosion which created a temporary “seal” of the portion of the watch that had previously leaked.

Sincerely,

Review: I placed the order to buy a watch at Apr[redacted], paid it successfully and received the Ashford systematic order confirmation email.

At Apr**, I found my order status shown on my Ashford account is still under processing, without delivery tracking infomation. Then I began to contact them to find out why. At beginning , they said it is caused for my ID information has not been verified yet. So that the courier can't deliver the order to me. But finally they admit my ID information has been verified successfully. Today, 19 days later after the date I placed the order, Ashford draw the conclusion that the Ashford IT system error casued my order cannot be fed properly into Ashford order system due to the glitch.

Then Ashford delated my order without my agreement. And refuse to process the order.Desired Settlement: 1. Whatever the reason they said is real or not, the order delay was caused by Ashford. Who must arrange the delivery immediately, Not cancel the order unilaterally.

2. A written apology send to me via emal. And show it on Ashford home page, no lees than 15 days.

Business

Response:

Hello,

Thank you for your attention to this matter! Please allow me to reply.

First, there was a coupon code that was stuck in this customer's account "AFF30" - he was unable to remove it, even after attempting to log out of his account and resigning back in...etc. We then asked his permission (in writing) for our IT Dept. to access his account to find out what the matter was exactly...he accepted.

In the process of fixing the coupon issue, his order #[redacted] was still "Pending Buffered Submission"...which means that we had yet to receive the tracking number from UCS (UCS is the shipping carrier he chose to ship his package to him in China). There are two reasons that his order would show this status after this amount of time had passed: 1. That the information provided to UCS was invalid or incorrect and did not match what was in the order, or 2. That the UCS tracking number was not uploaded properly into the order from our systems or that UCS had incorrectly uploaded the wrong tracking number relating to this order

to our systems.

It wasn't until we understood what exactly happened with receiving the UCS tracking number that we were able to correctly inform the customer of why the order was delayed. We were then able to confirm that his information was correct. At this time, the coupon code was still stuck in his order...and in order for our IT Dept. to completely clear out the issue with this coupon code being stuck in his account...we needed to clear/cancel/void the order - this would then clear out this stuck coupon code.

Had we left the order intact...the customer would still have the issue with the stuck coupon code permanently.

Secondly, we never told the customer that we "refuse" to allow him this order. The customer needs to understand that we needed to first fix the issue of the coupon code, then we could work on getting the order submitted/processed and shipped to him.

During this whole time, the customer was in contact with our Customer Service Representatives...he did not lack any information of what was going on...we kept him updated the entire time. In order to fix the problem with the coupon code we had to cancel his order...this did not require his permission...as we will happily resubmit the order.

Finally, I do believe that the customer may have misunderstood our processes and what needed to be done to correct his problem. I genuinely hope that he now understands that we did all of this to assist him. As of today, the coupon code is not stuck in his account...and we have sent him a message/email asking him how he wishes to submit the new order.

He originally paid through PayPal...so if he'd like to use that method again, he'd be responsible to submit the order. If he chooses to use a credit card, then we can place the order for him as long as he relays the payment information to us. We will honor the sale price + discount the order for the delay and inconvenience this has caused. We will also offer him a faster shipping option than UCS, if he so chooses to accept it.

We relayed the cancellation of the order to him just last night, before closing...had the customer allowed us the time to elaborate on the submission of the new order and the concessions we would be giving to him, this Revdex.com complaint and his aggravation could have been avoided.

Please let me know if you require the email chains of our conversations with this customer. I'm happy to supply them, if needed.

At this time, we are awaiting the customers response regarding the new order. It's up to him how he wishes to proceed.

Kindly,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution they proposed can be accepted, although the description of the whole story said by business is not completely true, especial in some details. I have to wait the business to complete the order for me.

Sincerely,

Review: I purchased a Timberland watch that was water resistant up to 165 feet. The watch would build condensation when going from a cool to a hot environment. It also occurred when I jumped in a three foot pool with my kids. I sent the watch in to be evaluated on 8/** and the watch is still in the shop with no status except that it is still being tested for quality control. It is a 56.00 dollar watch, not sure why it is taking over 60 days to be evaluated/repaired. etc. At this point, II either want a new watch of a refund.Desired Settlement: I would like the watch replaced, if not possible a refund.

Business

Response:

Hello,

Thank you for your attention to this matter. Please allow me a moment to give you the details of this case, in detail:

1. I have attached the email chain between [redacted] and our CS Rep, [redacted], who has been assisting [redacted] during his repair. Within, you will note that [redacted] had detailed, in full, the amount of time it would take to repair any watch during our high holy holiday period. You will note, that [redacted] was advised several times on the exact date of the repair completion, as well, the 10 days to quality control the item

2. Yes, we did receive this watch on 8/**/13, and had confirmed that within the email chain attached. This is not a secret. We advised [redacted] that his watch repair would be complete on 11/**/13 and then we would require an additional 10 business days to test the repair to ensure it was succesful

3. [redacted]'s watch is covered under Ashford.com's 2-year warranty...meaning, we were to repair this watch at no cost to the customer. I'm unsure as to whether [redacted] understands that no matter the value of the watch...the insides are still just as intricate as any high valued watch. A repair takes time...sometimes months to repair. This is a standard timeframe in this industry. We apologize that our numerous advisment of this timeframe was not properly understood.

4. While this watch is not eligible for a refund or replacement...I have approved for [redacted] to be refunded in the amount of his order ($56.62) I have issued this request to our Repair Dept., as well, to our Accounting Team. This refund will be issued back to [redacted] via check, as his order is well past the 60-day mark for credit card reimbursement.

If [redacted] has any other questions or concerns, he may reach out to us via email....as we've always replied to him....and are happy to help.

Kindly,

Client Relations Director

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

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.

I fully understand what Ashford is telling me, however, to have a watch being worked on for over two months is not acceptable.

Sincerely,

Review: WHEN I MADE ORDER, THE SHIPPING COMPANY I CHOSE IS SF EXPRESS,

BUT THEY USE WTD EXPRESS INSTEAD, WHICH NEVER MENTIONED IN THEIR COMPANY'S WEBSITE.

Business

Response:

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!

Review: I placed an order. After paying, I noticed that I had set shipping to an old address. I used their online chat to inform a representative, who assured me the address would be changed. I have a record of this chat.

They then shipped it to the old address despite the previous chat, and without getting confirmation form me that this was acceptable (and after I had made clear in the chat that this was unacceptable).Desired Settlement: Refund the money or send the item to the correct address. At this point, I am tired of dealing with them and would prefer a refund.

Business

Response:

Hello,Thank you for your attention to this matter.Please know, that when this customer contacted us to change his address, we were not aware that it was a [redacted] order. After the chat, we immediately sent an email to the customer, notifying him that we could not change this address due to it being [redacted], and that we would have no other option to change this address, therefore; the order would have to ship out to the address the customer originally gave us.Now that this order has been shipped, we've advised the customer to collect this order from the address he originally listed within the order. All efforts need to be made by the customer to retrieve this order...if they cannot, then and only then would be make an exception to ship out another order...or to refund.The risk is this...what if the customer actually did receive the package at the address they listed within the order? Doesn't notify us, and we refund them their money.We have been in communication with this customer regarding this matter...we require their cooperation in order to resolve this matter.If you require any further information, please let me know. Thank you!Kindly,[redacted]

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:

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,

Business

Response:

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

Review: I was ordered a watch about 1 month ago on this website, But I didn't receive the package until, From 1/**/2016, I began contact the customer service via email, Live chat and phone, At the beginning the told me I need waiting for 10days cause they need make the claim and investigate with package carrier, If the investigate finish they will tell me the result, Then ten days passed, Nobody contact me, No email, No phone calling, nothing, I contact customer service again they said I need waiting for other 12 days cause the package carrier didn't response this issue, Okay, I continue waiting for 12 days, then 12 days passed, During this period still nobody give me a answer, Now almost 1 month passed, They still with all kind of reasons to shirk, I contacted the customer service yesterday, The rep. told me claim department rep. not there they will contact me before the end of day, But same like before, nobody contact me, Today morning I called customer service again, and I got the same answer:'waiting '. It's already 1 month passed, Seems nobody care my issue.Desired Settlement: I need they give me a result of my issue and refund.

Business

Response:

Hello [redacted],Thank you for your feedback. I apologize that you did not have a good experience shopping with Ashford. I see that you submitted your order on 12/**/2015 at *:18 p.m. for Next Day Air delivery. It did not meet our posted shipping cut off of 3:00 p.m. so we shipped it out 12/2*/15. The next day 12/**/15 was Christmas so there were no deliveries. Then it was Saturday and Sunday and [redacted] does not deliver on those days. Monday 12/**/16 would actually be considered the next business day and the [redacted] tracking website shows delivered on 12/**/16. On 12/**/15 you called us looking for your package. Since it showed delivered on the [redacted] website on 12/**/15, we set up a claim with [redacted] for a lost package. A [redacted] claim can take any where from one week to 3 weeks depending on the individual circumstances...especially when it shows delivered. I see that we live chatted with you on 12/**/15, 1/*/16, 1/**/16, 1/**/16, 1/**/15, and we emailed you on 12/**/15, and 1/**/16 regarding status of the claim. On 2/* a claim number was finally issued to us and on 2/**/16 the claim was paid to us by [redacted]. We contacted you at that time as to whether you would like a refund or a reship and you chose a refund. On 2/**/16 the refund request was submitted and on 2/**/16 your [redacted] card was refunded the entire amount of your order.It is unfortunate that the timing of the order was right before Christmas,Hanukkah, and New Year's and packages have more of a tendency to be delayed or lost during those periods because of the volume of things being shipped by all carriers.I am very happy to see this is resolved and you have been refunded. If that is not the case, or you need further assistance, please contact the Customer Service department at [redacted]. Thank you.Best Regards,GloriaClient Relations

Purchased a watch, was different than shown on the website. Hands were shiny stainless steel when the pics on website shows gunmetal dark grey. This was their error, and they refused to accept responsibility and make it right. Moreover, they were rude. I do not recommend

Review: I bought a Calvin Klein Watch (Item No: K5023420) on Ashford.com (Order #: [redacted]) on May *, 2015. But the watch I received showing as K5023400 on the battery case cover. I contacted them immediately once I found it accidentally after I wore it for some while. At beginning, they are kindly and nice to accept their mistake, and would like to arrange the return label and exchange process. But only proceeding it after the watch passed return inspection without unused and worn signal. But due to I did not realize the difference when I got the watch, as their saying K5023420 and K5023400 is almost the same except the size. And it is a stainless watch, and hard to avoid the worn signal. If I returned, it may not be able to pass the inspection. So I told them the situation and my concerning, and ask them to consider this issue because it was caused by them. But since that, they changed their saying and insist K5023400 is the one I bought K5023420, and without any proves.Desired Settlement: If they can provide me any proves, or statement from Calvin Klein, says K5023400 is K5023420. I am ok to accept it. But if not, I request for either provide me the real K5023420, or exchange to other watch without any excuses even the watch was used due to their fault.

Business

Response:

Hello,Thank you for your attention to this matter! Please see the attached photo...This is an image of the same item this customer purchased. The case back indicates the numbers "K50234.00" - this number is on ALL of the case backs of these models. Calvin Klein depicts the numbers this way on all of their products.As we pointed out to this customer, the watch they purchased is correct...the case back numbers will NEVER match the item number...this is just how CK marks their products.We are very sorry for any confusion this has caused our customer...but stand behind the fact that the item we shipped to them is accurate and the correct item.Please let me know if you require any additional assistance...I'm happy to help. 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]

Dear Sirs/Madam,Thank you for your reply!If, as your saying, it is Calvin Klein style, please ask the people from Revdex.com to check the products in your warehouse on site! If all of their watch have such style, I am ok! Or ask Calvin Klein to send me the statement for such issue. Because I do not know if K5023400 you shown is K5023400 or K5023420!

High appreciate for your support!

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]

Dear Sir/Madam,Ok, waiting for your further proves!Thank you!

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

Sincerely,

Business

Response:

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

Review: My epic ordeal to acquire a watch from Asford .com was fraught with questionable ethical business practices inconsistencies, probable bait and switch, and the delivery of an incomplete and incorrect product. This epic ordeal started with an email informing me that the watch I already ordered, paid for, and which they have already processed and shipped (Order# [redacted]), "was found to be in defective condition. Unfortunately we have no further inventory of this item available, and upon trying to source this item from our suppliers, we were unsuccessful." [Documentation of this entire ordeal can be provided] They offered a meager discount, which turned out to not really to be a discount; there was allot of obfuscation in this regard and questionable ethical practices. In any event, after a long ordeal, and a number of frustrating iterations and back-and-forths, I was finally got to be able to purchase a watch with that meager discount - but the story doesn't end there. Ashford.com screwed it up again. They sent me a watch with the wrong band. The watch I ordered had a stainless steel band, the watch that arrived had a leather band. Further, they inserted a manual for a completely different watch. I have made numerous attempts to get, at minimum, get the right manual, but every request was met with "we are still investigating." Its been more than 2 months , and I guess the investigation is still underway. I wish the police spent that much time investigating my brother's home break in. As it remains I still do not have the correct watch manual and a watch with the wrong band. Dear Ashford: perhaps you can spend some time investigating Business Ethics.Desired Settlement: I want the correct manual and compensation for the amount f time and stress spent trying to resolve this iss

Business

Response:

Hello,

Thank you for your attention to this matter!

Upon review of the facts in this case, I have noted two issues. First- yes, we understand that we had accidentally send this customer the model he selected, but with a leather strap...and not a stainless steel bracelet. This was a mistake, and we have apologized for this many times. Unfortunately, this particular watch was the only one we had in stock, so we were unable to provide a replacement...however; we did offer to take this item back for a full refund. Secondly, when packaging this item, our pickers must have included the incorrect manual, however; I understand that there was some discrepancies with the model numbers (between the stainless/leather models) yet; this does not affect the type of user manual which comes with this watch. The features of the watch are very basic (day/date) so there are only 2 settings with the crown. There is a very basic manual which accompanies this model.

I have contacted our Shipping/Inventory manager, and he's been able to ship out a basic Hamilton user manual for this particular type of functionality. There is no "special" manual which comes with this model. Here is the tracking details:

Delivery Confirmation ID is [redacted]

We truly cannot aplogize enough for the delays in attempting to rectify this situation. Since our website inaccurately depicted a model we did not have, we needed to properly investigate the how's and why's. In the meantime...the request for this user manual was sent to the incorrect department. Again, we apologize for this.

In all of this, there has been no "unethical" practices performed by our company. Honestly, it was a matter of the wrong department receiving the request for the user manual which has stalled this matter. Having provided the tracking number now, has resolved that aspect of this situation.

For the matter of any inconvenience incurred due to these issues...I'm more than happy to offer a managers discount and free expedited shipping on any future order.

Please advise if you require any additional information and/or documentation in order to close out this claim.

Kindly,

Ashford Client Relations Director

*-[redacted]

www.Ashford.com

Business

Response:

Hello again,

Here is my final reply to this complaint. In response to our customer's demands listed within his last reply:

"1. Sends me the watch I purchased, with the correct model number, all officially verified in writing by the manufacturer as genuine and correct, along with a certified manual specified for the model that I already purchased, as well as its official case. Of course, in exchange, I will gladly return the watch I have now. "

The model number of the leather strapped watch is: [redacted] - this is the model number the customer purchased....it just had an incorrect image shown on the site.

Hamilton never manufactured this particular watch with a stainless steel bracelet...only a leather strap. Confirmed, and as listed within thier website. When I contacted Hamilton in order to inquire on model numbers and what strap/bracelet came with what...they informed me that (more than likely) this particular watch was at a local store before being purchased by Ashford.com, and the agent there needed a band to give to another customer for whatever reason...they (more than likely) took off the leather band, then replaced it with the bracelet...as this is not the first time they've received complaints of this occurring.

I am more than sure that our customer will now be accusing me of more hypothetical and circumstantial banter....however; we must look at every suggestion as being a possibility of HOW this watch has a stainless steel bracelet on it when it was not supposed to have it. As I'm sure we can all agree...we do not know exactly how this happened...we can only speculate.

Unfortunately, in this hypothetical but all to coinsidental case...it seems that this scenario is true, or at least the part about it unluckily having a stainless steel bracelet. We purchased a bulk order of this model from our Hamilton suppliers, and the one with the replaced bracelet was in the box. The first mistake we made is when we incorrectly took a picture of this "braceleted' watch as well as the leather strapped ones. We first shown the leather strapped image, and once we had sold all but one of those, the Image Dept. accidentally put up this incorrect "bracelet" picture (I do not know why, nor can we figure out how this occured)...as well, they had incorrectly marked it with the same Model Number as the leather strapped model.

I would love to be able to find out who did this, as I wish to hold them accountable...however; I need to stress the point that this was a mistake...human error...and was not intended to mislead anyone. This was a mistake, and we've since taken this image off the site. We were not made aware of this issue until THIS customer brought it to our attention, as he was the ONLY person to file a complaint on this particular watch not coming with the bracelet. All other watches had the leather straps on them...the one imaged with the bracelet was never put into inventory, and the image was never supposed to be used. I have investigated the whereabouts of this item...but I believe we've since used it for parts. Please know...I do not work in the warehouse...I'm in the offices...I cannot track down one item which was never put into inventory...there's no physical way.

The information given to the customer in the previous replies was from ongoing investigation into this matter....having only a short timeframe for me to reply...I needed to respond with what I had at the moment. This was in no way my attempt to mislead the customer or give out false/untrue information. If it was considered speculatory, suggestive, or decietful information...then again, I'm very sorry...as it was not my intent for the information given to be taken in such a manner. I simply was trying to figure out how this could have happened.

Now, regarding this first point made by our customer...I cannot offer up the stainless steel strapped watch (in one whole piece), as Hamilton did not manufacture such a watch. I can only send the customer the stainless steel bracelet (by itself) for him to affix to the case. Or better yet, he can send it to us, and I'll have our Repair Manager affix it for him, at no cost.

I cannot offer up any other "official" documents relating to this item...as Hamilton did not manufacture such a watch...how could they officiate it? It was a mistake made prior to this item being purchased by Ashford.com...then perpetuated by our accidental posting of the incorrect image on our website. I cannot procure such document(s).

I also cannot make Hamilton manufacture a user manual for this particular watch...as they ONLY have one (general) manual for multiple styles. I have repeatedly said this within my replies. Regarding the "official case" this customer speaks of...I'm not sure I know what he's referring too....please clarify.

It is with regret that I cannot make Hamilton have these items....nor that I can procure them out of thin air. The best suggestion that I have been able to come up with is; I was able to locate a stainless steel bracelet which would fit onto the case of this watch. I'm not sure what else I can do in order to get him what he is demanding...short of manufacturing a new watch and documents all on my own.

"2. Change their fictitious A+ Revdex.com rating to its truthful A- Revdex.com rating that they still list on their website (despite repeated requests to change it), as is required by Revdex.com Code of Business Practices (Revdex.com Accreditation Standards) Section 2, Paragraph E and F. [If Ashford.com is permitted to misrepresent their accredited rating, they denigrate the value and trust of the entire Revdex.com rating system. If Ashford.com can get away with it, how can one be certain whether any other website that displays an accredited Revdex.com score is accurately representing their true score? As such, Ashford.com is damaging Revdex.com’s credibility, if allowed to continue. Moreover, as I stated previously, I was deliberately misled by Ashford.com’s falsely inflated score. Had I known their score was in actuality an A-, I would have never purchased anything from them in the first place.]"

I am currently working with an agent(s) from the Revdex.com to discuss the newly appointed rating ([redacted] and [redacted])...as well, I have contacted the appropriate parties within our company to update what's listed within our site. This new score happened quite quickly, and was not noticed until this customer had brought it to our attention. We are not attempting to "false advertise" ...this matter will be corrected as quickly as possible. To presume that we are attempting to damage credibility or deliberately mislead anyone is considered slander...and grossly opinionated. Please allow us the time neccessary to amend the rating within our site.

3. Complies with Revdex.com Code of Business Practices (Revdex.com Accreditation Standards) Section 3, as discussed in my previous communication.

4. Complies with Section B, paragraph 1 of the “Comparative Price, Value and Savings Claims” section of Revdex.com Code of Advertising’s Basic Principles, in that: any comparative price displayed on their website be substantiated, immediately prior to making any advertised comparisons, demonstrating that they do not exceed the price at which representative principal retail outlets in the market area have been selling the identical merchandise immediately preceding the advertiser's offer on a regular basis and for a reasonably substantial period of time.

Review: Order [redacted] arrived on 2/**, it was initially placed on 2/* through Peter via live chat, he agreed to honor a lower price of the item. A Rado mens watch was ordered, however, the Rado box arrived to me empty and I believe the same Peter was the one I chatted with again on 2/**. He was told the box arrived empty and stated a [redacted] claim would be filed, however, this is not [redacted] fault. The box did not appear to be tampered with in any way, my guess is whomever Ashford.com buys from sent them an empty box by mistake. I was told they buy in bulk and are able to offer items at such low prices because of this. I've bought from this company many times before and from past experience, I know they normally do not check or inspect items before they leave as I have had two watches arrive to me defective or not working at all. However, both times the matter was resolved, a replacement was sent to me right away. I do not know what to say about this order but again, my guess is the company Ashford buys from sent an empty Rado box mistake. As stated before, it appears a [redacted] claim was made but again, I do not believe its an error or mistake on [redacted] end and I will tell them that if contacted about claim. I dont like to make a complaint about this company as I have been a good customer with them, however, [redacted] should not be made to pay for this. Peter was told via live chat I do not need a replacement order, I am buying the item elsewhere. Please advise Ashford.com I need a refund.Desired Settlement: I need refund in the amount of 1,761.00

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:

[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,

Business

Response:

Hello, Thank you for your feedback.In efforts to maintain a good relationship with you as the customer we are taking an initiative and refund the order for you as opposed to continuing to prolong the situation on your end. I am sure there has been communication from Ashford.com prior to this email and I am glad that we have come to a final conclusion that is satisfactory to both us and you as the customer. If you have any further questions or concerns, please feel free to contact us at anytime!

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,

Terrible online customer support. I waited for about 10 mins to get someone on the chat. Was then transferred twice to folks who kept saying "just a moment" which ended up making "till I transfer you to the next guy" which was really around 10 mins per person's so after about 40 mins of being on the chat, I gave up without my issue being resolved. They certainly need to improve on this front

Review: I bought two watches from Ashford.com, but both of them were broken in less than 2 months. However, I need to pay the shipping fee to send them to Ashford for repair. I insist on the refund. First, they said they only do the refund in 30 days. I never used the watches in the first month after my purchase, I started use the watches from one and half months. It is ridiculous that two brand new watches stop working in 3 months. In addition, the custom service is horrible. The manager never said sorry for the whole thing. She said that if I don't want the watches back, it is up to me. The only thing is that they wouldn't provide refund. I wouldn't buy anything from ashford.com forever. Their products have some problems and their custom service is the worst one I ever met.Desired Settlement: get refund back, because I never know when they will be broken again.

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: I got a phone call from [redacted] on Dec **. , they told me if the parcel value is over RMB1000 and you have more than one articles , I have to give up some or find some kind of agent to deal it, when I choose the way of shipment, it never explain the possibility. And I even sent an email to make sure there would be no more charges other than customs tax. Ashford sent me an answer email , and the possibility of agent fee is never mentioned. The moment I received the [redacted] call, I emailed Ashford, they just sent me a website address and ask me to read their policy. I told them several times that I am totaly ok with the tax I should pay . What I have a problem is the cost to find a agent dealing the over-valued parcel . I tried hard to solve the problem and contact them many times. To my disappointment, they did not even try to look at my problem and just sent the same answer to me . It's so hard to find a solution when problems occur on international purchase. I hope you could help me . Thank you.Desired Settlement: After almost one- month useless contact, I wish a effective solution. Sorry for sending clarification late. It has been more than a month since the parcel arrived. As I have said, I am not willing to pay some kind of agent fee. I knew there would be customs tax, so I am totally ok with it. however, the possibility of agent fee is never mentioned, so I won't pay that. I contact ASHFORD many times, the problem hasn't been solved by now. I feel so disappointed

Business

Response:

Hello,I apologize for the delay in my response...I did not see the initial complaint.After careful review, I am sorry to say, that since our customer did not pay their customs/duties/taxes - assessed by China Customs Officials - this package was abandoned, with no way for us to retrieve it.We had explained the fees to the customer on more than one occasion...as indicated by the notes within our customers order. We gave [redacted] agents the customers contact information also, so that they may contact the customer to explain the fees being assessed.As indicated by our website, within our International Shipping page; we clearly state that the customer is responsible for all fees assessed during delivery. Here is a link to that page within our website. Please note; It is NOT customary for any sales representative to have to detail the customs fees that may or may not be associated with this delivery, since it is indicated within our website...that is the responsibility of the customer to find out from their local Customs Office:[redacted]We had tried countless times to inform the customer that they needed to pay these charges...we cannot be held responsible for non-payment by the customer to an outside source. If the customer "refused" to pay - then they suffer the consequences of their actions. In this case, China Officials have confiscated the package - they will not give it back to us, nor with they release it to the customer.There is nothing more that we can do for this customer...as we had advised them over and over again to pay the fees...and they chose not to.Please let me know if there's any additional information or documentation that you need in order to close out this complaint...thank 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:

[Your Answer Here]

After all these days,I got a response finally. There are three points I should make clear. First, I have to say again and again that I am willing to pay the customs tax, more than willing. Like the proverb, I would if I could. The package is overvalued and Chinese customs can not clear it. Second, you never mention anything like overvalue or stuff like that when I made the purchase. What's more , SF express makes it clear that they only receive package with one article. By comparing the shipments you offered, congratulations, you successfully confused me. Third, you tell me and Revdex.com that you can not get the package back because it is confiscated by Chinese customs as if you will give me a full refund if you could get the package back. You are looking for an unwise excuse. [redacted] contacted me and confirmed that they could sent the package back if they got consent from Ashford. Your actions could be called fraud. I was so so so helpless at that time. You told me I lost my money and the package. How can you do this to your customer. To look at the bright side, to believe you are good, to believe you do not know some obvious customs regulations , then you are not qualified to run international business. It is a gift for my brother, and I missed the occasion. Then I thought maybe NEW YEAR. It's gone, and I missed it again. I am so disappointed that you never really even tried to solve it by just looking for excuse.

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

Sincerely,

After all these days,I got a response finally. There are three points I should make clear. First, I have to say again and again that I am willing to pay the customs tax, more than willing. Like the proverb, I would if I could. The package is overvalued and Chinese customs can not clear it. Second, you never mention anything like overvalue or stuff like that when I made the purchase. What's more , SF express makes it clear that they only receive package with one article. By comparing the shipments you offered, congratulations, you successfully confused me. Third, you tell me and Revdex.com that you can not get the package back because it is confiscated by Chinese customs as if you will give me a full refund if you could get the package back. You are looking for an unwise excuse. [redacted] contacted me and confirmed that they could sent the package back if they got consent from Ashford. Your actions could be called fraud. I was so so so helpless at that time. You told me I lost my money and the package. How can you do this to your customer. To look at the bright side, to believe you are good, to believe you do not know some obvious customs regulations , then you are not qualified to run international business. It is a gift for my brother, and I missed the occasion. Then I thought maybe NEW YEAR. It's gone, and I missed it again. I am so disappointed that you never really even tried to solve it by just looking for excuse.

Review: My wife and I purchased a expensive watch from Ashford. The watch had a automatic self winding mechanism. Soon as we received the watch we noticed that it was not working properly. When my wife wore the watch it was suppose to self wind and keep a reserve. The watch would stop while she was wearing it during the day. I was not pleased with the watch and called Ashford for a RMA to return the watch (I have a copy of the RMA). The RMA was within the return policy time frame. In speaking to the person who provided the RMA, she indicated that this type of watch need to break in and that I should give it a chance. She provided some guidance as to help break the watch in so that it will self wind. My wife liked the watch, so we agreed. We did as instructed for a few weeks and the situation was getting worse were the watch was stopping more frequently. At this time the return period was over. We contacted Ashford and they provided a second RMA and indicated they will repair the watch. After many calls and significantly longer repair time period than originally committed by Ashford we finally got the watch back. We were told the the movement on the watch was bad and they had to replace it with a new movement. My wife wore the watch and it would stop running after a few hours. It was actually significantly worse then before. When we contacted Ashford were told that they did a series of post repair quality test and the repair department said it was working fine. We disputed the statement and Ashford provided a third RMA for this watch. We returned the watch and again went through the waiting period to get the watch back. After I do not know how many calls to the customer service department we were told that the watch has been repaired. We found this odd since we were told previously that the watch was in fact repaired and went thorough their quality control process. They indicated that the watch need a component replaced "auto unit' and has gone through quality control and is working fine. I know quite a bit about watches and know there is no component in a watch called a 'auto unit'. I questioned this with customer service and they did not have an answer for me. At this point we have lost complete confidence in the watch and Ashfords ability to reconcile the issue. We requested a full refund on the watch. The customer service manager Melinda agreed to give us a full refund verbally. I did not hear from her and kept calling to make sure we would be credited. When I finally got a hold oh her she indicated that her upper management will not support the refund. We feel we have been purposely misguided by Ashford. Our initial RMA request to return the watch was within the 30 days return period and we were told by Ashford not to return it immediately but that our RMA was still on file so if there was a problem there would be no issues with returning it. We were then told on multiple occasions by management that we would be given a full refund. Now we are told that we will not be refunded and we must take the watch. We then had a run around on the repair which makes me doubt if the repair was ever done or the ability of the repair department to repair the watch. The 1st repair to this watch replaced the entire movement, and the watch still did not work, so replacing an 'auto unit' is doubtful that it will work now. At this point I think the product is defective and I do not trust Ashford. Given we were misled by customer service we feel a full refund is due.Desired Settlement: Full refund of the purchase price of the watch

Business

Response:

Hello,

Thank you for your attention to this matter. Allow me to respond:

The customer did contact us within the first 30 days of receiving this watch. After speaking to our Customer Service Dept. and being advised on some troubleshooting tips, the customer agreed to not return it, but to monitor it instead to see if it would now run correctly. This contact was on 5/**/2013.

We did not hear from the customer again until 8/[redacted]/2013 - a full 3 months after their first contact. The customer advised us that the watch was not running properly. Since the item was, at this point, worn/used...we advised the customer to send the item in for repair....which they did, under RMA#[redacted](per our published warranty/return policy, we cannot refund or take back any item which has been worn/used/altered - [redacted] - [redacted]

We received the watch into our Repair Dept. on 9/11/2013 - we replaced the movement of this item and then tested it for timing on a manual and auto wind test. We also tested for water resistance. This item was shipped back to the customer on 11/15/2013 (keeping with our stated 4-8 week repair timeframe) via UPS tracking number 1Z57X2154291921348 - customer received on 11/18/2013.

Customer contacted us again on 12/**/2013, stating that the watch was again not functioning properly and they wanted to send this item back for a refund. It was told to them, at this time, that we could not issue a refund without first evaluating the watch again. Customer agreed to send this item back in to our Repair Center for evaluation under RMA#[redacted].

We received this item on 12/**/2013 - we then rigorously tested this item and replaced the "auto unit"...which my Repair [redacted] tells me is the mechanism (consisting of 12 parts) which performs the auto winding. We then tested this watch again for timing...all test results came back perfect.

During this time the customer had contacted our Customer Service Dept. several times, demanding a refund...and saying they do not wish to receive this item back. I had spoken to the customer on several occasions, letting them know that I would try my best to refund them for this item since they were so adamant about not receiving it back...as well, because I personally felt empathy for their issue. I advised them both that I would need to get this approved...and was told by both the Brand [redacted] and the CEO that we will not refund this order.

The reasoning for this denial is due to our published warranty and return policy. The watch, if worn/used, must then be covered under our 2-year warranty. We have done the needful to repair this item at no cost to the customer. Per our Repair [redacted], this item is running perfectly fine, and is ready to be sent back to the customer.

I advised the customer of this denial, and the customer asked that I send a message to the Brand [redacted] and the CEO, that they would like to speak to them instead of me. I passed along the customers telephone number and a message for them to call the customer as soon as possible. I have not heard back from them yet, so I have sent another request earlier today, 1/**/2013.

We will need to ship this item back to the customer soon...as we do not wish to hold onto customer's property for longer than necessary to perform the repair and tests. If there is any further information needed in order to resolve this claim...please let me know...I'm happy to assist.

I will relay the tracking number to the customer once assigned.

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:

Asford convinced us that the watch will work and to monitor it. We were ready to return it and had a RMA in place. This was all within the warranty period.

We were told after the first repair that the watch has been tested and working fine. Immediately after we get it back we indicated that the watch is not running. Ashford seemed to doubt our ability to recognize a defective watch. We almost felt like we being called liars. They initially said it was working fine, then they told us they replaced the auto unit. It seemed odd to us that after all this quality testing the watch needed repair..again. This is confirmed in Ashford response note to Revdex.com. Is there any part of this watch that has not been repaired or replace? I have absolutely no confidence that this watch is repaired. I do not want to go thought this again. I paid a lot of money for a defective product to a company that is the worse I ever dealt with. The management cannot even be bothered to call the customer when specifically requested. This is also confirmed in Ashford's response to Revdex.com. We want our money back this is a terrible experience with a terrible company.

We do not consider this issue resolved as we are yet to received a refund.

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

As previously stated we have sent the watch for repair twice. We do not have confidence in Ashford or their repair department that the watch is fixed and will not have issues in the future. Our only acceptance of resolution to this issue is a full refund on the purchase.

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

Sincerely,

George Szeparowycz

Very slow with refunding my money!
I emailed Ashford.com through their website on June * regarding the RA# that they require for returns. I received an automated response indicating someone would attend to my request the next day. After emailing a second time and receiving no response, I called on June ** to let them them I had shipped the item without the RA# as I did not have time for playing around. I was told they would issue a refund via check. It is now three weeks later and I have not received my refund. I called again on July * and was told that the check hasn't arrived because it is coming from [redacted] to [redacted]! I informed the rep that US Mail delivers in 2 days anywhere in the country. There is no reason for a check that was mailed on June ** to have not arrived by now. All the rep could do was take a message for their accounting department.
Do not waste your time or money doing business with this company. They had no problem quickly processing payment for my order, but, since requesting a refund I have gotten the run around. This company has very poor business practice and customer service.

received watch, box damaged in shipping , just wanted new box ,run around non stop we will get back to you ,asked for ra number to return watch nothing as of yet great co, as long as nothing is wrong ,if there is they show there true colors