Ashford.com

Review: I bought a watchat April **, 2015 to , ashford order number # [redacted], before I bought this watch and waiter [redacted] repeatedly confirm whether a manufacturer can provide warranty and stamped on the card, the waiter [redacted] is committed to providing manufacturers warranty and stamp on the card, but then I received a watch and found no watch card stamped, and after the other customer contact said to be unable to provide stamp, I think ashford deliberately deceive customers, what promise did not do, which is very beneath sincere behavior, I request the card must be stampedDesired Settlement: ashford must give me the card with the stamp,I can enjoy the manufacturers warranty

Business

Response:

Hello,We have received word from our [redacted] partners, that we can now stamp [redacted] cards. As I had pointed out in my earlier correspondence, we may have had this opportunity in the future...and that time is now.Please send us your warranty card, and indicate your Order Number somewhere on a piece of paper. We will also need for you to confirm your mailing address, so that after we stamp the card, we can mail it back to you properly.Thank you for your patience, and we'll await your reply.Ship to:[redacted]

[redacted]Kindly,[redacted]

Review: I have bought a watch from ashford.com, Order# [redacted].

And a repair was done for it since it was not working perfectly, RA# is[redacted]?.

The watch still didn't work properly when I received it after the repair, I have called and emailed the customer service to see how to fix it. Customer service is responding too slowly. It's already several months since I bought this watch, I could not wear it since all these issues.Desired Settlement: I want to return this. The repair took too much time and it didn't fix.

Business

Response:

Hello,

We have replied to the initial complaint filed by this customer. The customer had previously sent his watch to us for repair. We repaired the item and then sent it back to the customer. Recently, the customer has found yet another issue with his item...we have requested that he send it back to us for evaluation and possible repair.

Please see the notes associated with his order:

12/**/13 9:40 PM

advised that we can have the item come into the repair center. broken hand, Edit Delete

[redacted] :melindaHackenbruch

12/**/13 3:23 PM

cust filed a Revdex.com complaint, replied Edit Delete

[redacted] :[redacted]

12/**/13 6:50 PM

cust emailed back and decided he wanted to have the item repaired. Edit Delete

[redacted] :[redacted]

12/**/13 6:53 PM

**Edit Delete

2/**/14 9:28 AM

sent per [redacted] Delete

[redacted] :[redacted]

3/**/14 2:16 PM

ITEM IS NOT ALINING AT ALL. SENT EMAIL OF PICS TO REPAIRS. Edit Delete

[redacted] :[redacted]

3/**/14 5:42 PM

69003**174041 2nd repair. needed to send in since the item was damaged by the Edit Delete

[redacted] :[redacted]

3/**/14 5:42 PM

when it was originally received. emailed instructions Edit Delete

We have emailed the customer the instructions and a prepaid shipping label for him to send us back the item. Repairs take time, and this timeframe is stated the customer within the initial communication, as well; within the ETA email sent to the customer once we know how long it'll take to repair the item after evaluation.

We do apologize that this customer has incurred issues with their timepiece...since the item is under warranty, we are doing all that we can to assist the customer as quickly as possible.

Please know that we will take alternate steps if the item is found to be defective. Our goal is to help the customer...and we will stand behind the product. If there are issues with this timepiece that exceed manufacture specifications, we will either replace or refund this order.

Any notifications or contingencies will be emailed to the customer, as usual.

Kindly,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 9964571, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They have respond the email and provided prepaid label to send the watch again for repair, the watch has been sent to them. But every time they are responding very slowly, they have received the watch on 03/19/2014, but there is no update yet, I'm still not satisfied with the service.

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

Sincerely,

Jianbo Huang

Business

Response:

Hello,

As previously pointed out, we had received this item to our facilities for repair, advised the customer that it would take time to fix. We have since completed the repair and have shipped the watch back to the customer:

[redacted] :shelleyCaci

4/11/14 2:33 PM

Shipped per Joel 1Z57X2154290384074

Per this UPS tracking number, the item has arrived back to the customer on 4/15/14 and signed for.

We try to repair the items as quickly as possible. We have kept the customer informed this whole time. This issue is now 100% resolved as of 4/15/14...there is nothing more which needs to be done, nor any information to be relayed.

Kindly,

Melinda Hackenbruch

Client Relations Director

1-866-274-3673 ext. 5537

[email protected]

www.Ashford.com

Review: I purchased a watch MOA10077 from Ashford.com using a cashback promotion advertised on [redacted] The problem is two fold. 1) The first watch arrived is defective. 2) cashback is withdraw by Ashford upon replacing the defective item.

1) The watch first arrived in a week after I made the purchase on 7/*. In the next week, I discovered several problem that is described in the following in an order that concerns me mostly. a) Power reserve of 30hr is significantly lower than 42hr as advertised. b) Winding the watch will lead to occasional loud clicking, which according to experienced watch collectors is the engaging issue between gears. c) The watch is not offering an accurate time. The first two problem is most significant.

2) I requested replacement for a new watch of the same model. The defective item was returned using Ashford prepaid shipping label. I received the shipping label on [redacted] afternoon and shipped it on [redacted] in the morning. It finally reached destination in NY on [redacted]. However, according gocashback.com agent, my cashback bonus is withdrawn by Ashford. It makes this purchase potentially more expensive. Therefore, I rejected the package of replacement watch arrived yesterday.

I purchased watches from Ashford 3 other times, and it was great experience. I had also purchased watch from [redacted] and [redacted] for more than 10 times. Most of them are gifts for families and my own collection. I really hope this is going to helpful instead of being unfriendly in the view of the business. I really hoped this would not happen again.Desired Settlement: 1) Refund of the full amount.

2) Encourage Ashford to work with gocashback.com and make all promotions and policies traceable and transparent.

3) A written investigation into this promotion scam.

Business

Response:

Hello,Thank you for your attention to this matter. Please, allow me to reply to the points made herein:1. The cashback is approved by Ashford.com once we know that the order is final and has been processed through the correct system requirements - this can take several days to several weeks depending on processing times2. The fact that the customer "returned" the order for replacement is the reason for the rejection of the cashback offerA. This eliminates the opportunity for refunds to be mismatched based on cashback offers having been applied previously3. The cashback offer is "unaware" that the customer has requested a replacement...it does not distinguish this new order as being the same order4. The customer would need to place an entirely NEW order though this cashback offer in order to receive the cashback5. We cannot submit a replacement order AND include the cashback offer, as the customer must go through the cashback offer in order for the system to know it was placed properly, etc.B. We are unable to modify this offers rules and eligibility. The fact that this offer was rescinded was simply a precaution - the system thought the customer returned the order for a refund...so the cashback offer is rejected automatically. I hope this clears up any doubts this customer may have...and we're very sorry for any inconvenience this may have caused! Per our published policies, we were more than happy to replace the damaged watch...however; any previous "cashback offer provided by an alternate website" cannot be included in the replacement order.The customer is more than welcome to place a NEW order through the same site which offered the cashback...the promotion should apply normally, and he/she should receive the cashback after a period of days allowed for processing.Thank you for your time! Please let me know if you require any additional information...I'm happy to assist you!Kindly,Melinda H[redacted]Client Relations Director[redacted]

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 cannot completely agree with the explanation. I can understand that there is some technical difficulties in the cashback processing. But such policy should be also transparent to the customers. Therefore it can prevent such frustration and mistrust in the business. I will accept the other explanation and look forward to the final solution.

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

Sincerely,

Business

Response:

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

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.Anyway here Ashford claims that the affiliate website has rules that Ashford need to follow but the website said that Ashford has rules that they have to follow. So I guess, this is it.

Sincerely,

Review: Dear Sir Or Madam:

Monday, May **, 2014 10:53 AM, I purchased a Hamilton Watch

model # H77716353

Orde[redacted]

Price: USD $777.40

web Page [redacted].

According with the web page promise "Every watch from Ashford.com is guaranteed to be:

100% genuine and authentic

100% brand new

100% unworn

100% free of defects

100% genuine and authentic

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

Protected by our two-year extensive warranty.

However reality is quite different, I received a Broken and useless Watch. As Soon I realize I report it to the seller and took almost 3 weeks to receive a response.

According with the Official Hamilton Web Page, the cost for repairing this watch is USD$ 295 + Taxes. In total will be nearly USD 340.

Therefore if a Website sells broken and defective products and conceals truth to the customers, in my opinion is fraud.

After an endless chain of email, truth is I never received a refund or compensation, Only ridiculous excuses.

Therefore I feel deceived and victim of fraud.Desired Settlement: Refund

Business

Response:

Hello,

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

First, I am very sorry that you received the watch in unsatisfactory condition...this is not what we strive for, and are very displeased that your watch was anything less than perfect!

Second, I'm also very sorry for how the situation was handled...I hope to rectify it here. Please understand that the reason you were asked to have the item repaired locally, was because we were out of stock for the replacement.

I'm more than happy to have you return this item, however; since you are now in Brazil, I cannot provide you with a prepaid shipping label...do you happen to have somewhere in the US you can ship the watch to...then I can provide a prepaid shipping label from that US location back to our facilities.

Would you like for us to repair this watch...or just process a return for refund? If a refund, and due to the time that has elapsed, we will only be able to refund you back via Bank Wire...unless you have a [redacted] account?

Please let me know how you'd like to proceed...you can reach me by replying to this Revdex.com chain, or directly at: [redacted]

I hope to hear from you soon.

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:

Dear [redacted]

Many thanks for your response.

First of all I am not in Brazil. I Live in Colombia.

At this time is not possible for me to send the Watch to the

USA. For the following reasons:

It is extremely risky to send and received valuable items by

post in Colombia.

The Courrier services are extremely expensive.

The insurance fees are extremely expensive.

The Customs tariff and VAT will be extremely expensive.

For that reason I have been asking for an economical

compensation (partial refund):

1. For the mistake that you made

2. In order to repair the watch locally in an Authorized [redacted]

[redacted], in order to make the watch functional.

Looking forward to hearing from you at your earliest convenience.

Kind Regards

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

Sincerely,

Business

Response:

Hello,

Per our systems, everything looks good. I did not hear from our Accounting Team that there were any declines due to any issues. The refund went through as far as we can tell.

Also, I have replied to the NYC Consumer Affairs Dept. complaint that you had submitted also...please know that I would be very grateful if you would cancel that complaint now that your issue has been resolved completely.

Thank you!

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,

Many thanks for your email.

Regarding my case is woth to mention, The Store Ashford.com already agree to reimburs me the ammount of USD$ 290.00.

At this time my bank, confirm to me the reinbursment.

Thanks a million for your time and help regarding this case.

Kind Regards

[redacted]

Review: I bought a CK watch in Ashford.com. But it did not work from the day I got. In accordance with their requirements. I send it to Ashford's Guangzhou Maintenance Center for maintenance. Many days later,they sent back to me.But I found the second hand of the watch and minute walk together.I'm sure it's a bad watch. Ask Ashford for a refund or change a new watch to me. But they didn't.Desired Settlement: The watch has been repaired. The problem is now apparent that the watch is bad. I can't pay for the bad watch. I want the company give me a refund or give me a new watch.

Business

Response:

Please find the details of the case as follow: Purchase Date: Jun **, 2015 Jul **:Customer emailed to CS: [redacted]

[redacted].CS GZ issued RA # and emailed to customerto have watch sent to GZ for repair. Jul **:CS GZ received watch from customer andfound scratches on case back. Communicated with customer via email andconfirmed that the scratches were caused by the 3rd party when thewatch was sent initially for battery exchange. Customer also confirmedthat the watch was used. Jul **:Watch was sent to [redacted] ServiceCentre in GZ for repair. Aug **:Customer emailed and checked for repairstatus. Aug **:CS GZ replied to customer that the watchrepair was closed to completion and would be returned to him soon. Watchwas returned to CS GZ from [redacted] Service Centre on the same day. Aug **:Repaired watch and stamped warranty cardwere shipped to the customer. Email sent to customer from CS GZ.Customer replied by email: I. Enquired the reasons that caused the malfunctioning ofthe watch and the type of repair work performed ii. Requested to have a stamped warranty card so as tofacilitate repair at authorized service centres in the future iii. Doubted the quality of the watch, requested forcompensationAug **:CS GZ replied:Overhaul service was performed to thewatch due to its improper readings. The stamped warranty card, togetherwith the repaired watch was sent to him. Further advised customer that hecould bring the stamped warranty card, together with proof of purchase fromAshford (Order Summary) to authorized service centres when he needs to have thewatch repaired in the future. Aug **:Watch was received by the customer. Customer mentioned via email that he would observe the watch for a few days tosee if it works well before wearing it. Customer commented that he had abad experience with the quality of the watch.CS GZ acknowledged customer’s comments. Sep *:Customer emailed to CS as watch ran fast,requested for return or refund. Sep *:As the watch has been used, CS GZ advisedcustomer that he could either send the watch to CS GZ or authorized [redacted]

[redacted] Service Centres for repair. Sep *:Customer declined the repair option,believed that there are quality issues associated with the watch and requestedfor replacement. Despite the mishaps of this watch, we didnot offer replacement/refund to the customer due to the fact that (i) the watchhas been opened by a third party before it even reached our GZ repair centrefor the first time when it was not running (ii) the watch has been used and notin new condition. As much as we empathize with the customer's experienceon the continuous malfunctioning of the watch, repair is what we could assisthim with when he approached us in September. I hope the information is clear. Please feel free to let me know if you have any questions.

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:

First of all,I want to ask everyone in Revdex.comNK and Ashford,what is the purpose of buying watches?Obviously it is to use.But my watch was used less than a month,to repair it wasted more than a month. I would like to ask,how many months in a year?The watch was broken.You had repaired it.But it is broken again,and obviously it is a bad watch.Is this watch not a bad watch?The minute and second are walking together.I just don't want this bad watch.Not wasting time in using,repairing,using,repairing and so on. I need a refund or exchange.

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

Sincerely,

Business

Response:

Hello again,As previously mentioned within our detailed reply, we are not liable to take back a used/worn/previously repaired item."Despite the mishaps of this watch, we didnot offer replacement/refund to the customer due to the fact that (i) the watchhas been opened by a third party before it even reached our GZ repair centrefor the first time when it was not running (ii) the watch has been used and notin new condition. As much as we empathize with the customer's experienceon the continuous malfunctioning of the watch, repair is what we could assisthim with when he approached us in September."I understand that you do not wish to enter into a revolving cycle of repairs...but at this time, only our warranty service is eligible. If you do not wish to use CK's repair service...then you may send the watch back to us for servicing...but the fact remains the same, this watch has been previously used/worn and opened by a third party before coming into our facility for repair. All of these rules and terms are outlined within our website for your review.I am so very sorry...but at this time, there is nothing more we can assist you with unless you wish to have our facility repair the watch.I trust you'll let us know how you wish to proceed...Kindly,Melinda H[redacted]Client Relations Manager###-###-####[redacted]

Review: I bought a HAMILTON MEN'S KHAKI FIELD CHRONO AUTO WATCH watch from Ashford.com on Dec [redacted], 2013. ORDER NUMBER #[redacted] This watch was repaired once due to the water inside the case. RA# [redacted].(By my own cost which I don't quite understand. I pay for their fault)

It took them almost three month to fix the problem, I can understand that because they need to do the testing,etc. After I received my watch about 20 days ago, it looks fine. After a few days usage, if I went into the cooler place after five minutes sunshine, there will still be moisture leak in the case which I can see it clearly. What is worse, my Chronograph button stops working. I can not either stop it or reset the Chronograph. I am pretty sure their repair department brake it down during their repairment. That means they spend three month to fix my watch but my watch was getting worse?

So I called their customer service ask for the full refund. of course they mentioned the unworn watch can only be returned with 30 days.

They are willing to repair it again since it was within two years but why should I want another repairment if they can't fix it first time?

Besides, my watch is Mechanical Automatic, it is not good for the watch to be opened twice within short period of time. Let us step back, even though they finally fix it this time, I am highly doubt the watch will soon have watch leaking issue since the Seals is not in the original condition. At this point I think the product is defective. I don't want to spend 600 dollars on a watch which I can just use 2 years( one year is on the repairing process)Desired Settlement: Would like to return the watch and get refund. Replace a brand new watch is acceptable.

Business

Response:

Hello,

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

First, the reason the customer had to pay for his repair costs is due to the test results we found once we received his watch into our repair facility. The watch was put into an air chamber, and tested to see if the pressure inside the watch fluctuated when air pressure was applied. The watch held up just fine...meaning, the case, crystal and gaskets held to the manufacturer's specified water resistance level. When this occurs, the watch is considered fine and the repair costs is not covered under warranty as the damages caused must have exceeded the manufacturer's specifications.

Second, the customer contacted us on April **, 2014...a full 4 months after receiving this item. We received this item into our repair facility on April **, 2014. We repaired and tested this item to ensure the repair was successful, and then shipped the item back to the customer on July *, 2014 via UPS tracking number[redacted]...this timeframe equals 5 weeks...not 3 months. Our standard repair timeframe is 4-6 weeks...so we met this expectation.

Third, when in the repair department, we found dirt inside the crown...this did not allow the crown to completely close; therefore, moisture entered the watch. Moisture doesn't have to be actual water...as humidity and climate also play a huge part in water issues. Moving from warm or hot temperatures, into air conditioned areas can also cause a dramatic shift in air temperature inside the watch...therefore creating a foggy appearance under the crystal.

Lastly, the chronograph button was not tampered with in order to fix this item. If the button is not working properly now; that is purely circumstantial...and cannot be blamed on the previous repair. Of course, we are more than happy to evaluate the item to ensure that it can be corrected. Also, we're more than happy to test the watch for water resistance to see if the gaskets are holding up properly.

At this time, we cannot just refund the customer for the item...it is covered for 2 years under warranty, where applicable, and not damaged by excessive use or exceeding the specifications set by the manufacturer. We are more than happy to assist the customer again...or he may take his item to a local authorized repair facility if he does not trust our repair work.

Unfortunately, since the policy clearly states that any used/worn item cannot be replaced or refunded...I cannot offer that option. I can; however, make sure the second repair is not charged...we'll repair it under warranty as a concession for the inconvenience.

If the customer chooses to have this item repaired again...I'm happy to set up the Repair Order and send him a prepaid shipping label to return the item back to us...he need only say the word.

I'll await his reply to this complaint, writing that he accepts this offer. If so, I would consider this matter closed.

Thank you for your time!

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]

When you mention your third point,

Third, when in the repair department, we found dirt inside the crown...this did not allow the crown to completely close; therefore, moisture entered the watch. Moisture doesn't have to be actual water...as humidity and climate also play a huge part in water issues. Moving from warm or hot temperatures, into air conditioned areas can also cause a dramatic shift in air temperature inside the watch...therefore creating a foggy appearance under the crystal.

Did you clean the dirt and fix the foggy issue? If so, why I still have the same issue now.

It seems you will not refund or replace with a new one. I will give it a try last time. If this incoming repair doesn't do well, I keep my rights for the next step.

Please email me the prepaid label so that I can send it as quickly as possible.

Thank you for your help any way.

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

Sincerely,

Business

Response:

Hello,

Thank you for the information. I have provided the prepaid label here (attached) and the repair instructions below. I've noted the issues as well, the correct return address.

Once the watch reaches our Repair Dept. you will be notified...as well, we'll let you know how long it'll take, once evaluated.

If you have any other questions or concerns...please email me directly: [redacted]

At this point, I consider this complaint resolved.

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

The UPS shipping label is attached in PDF format. To open this file, you will need Adobe Reader or any other PDF reading software. The attached file also contains instructions on affixing the label to the box and getting your box to a location for UPS pickup.

Please ensure the following is included in large bold lettering on the outside of the box:

If the package does not have the pre-assigned RA# clearly written on the outside of the box, the delivery will be refused, so please be sure to include it.

The Repairs Department will contact you after the watch has been evaluated with the estimated date of completion and any additional details of your repair. I hope we can be of service to you in the future and we appreciate your business.

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

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,

While initially I was very happy with the purchase of a ladies Seiko Coutura from Ashford Watches, after 11 months the bezel simply fell off in normal, light use - within the manufacturer's international warranty period.

While the local Seiko agent in New Zealand confirmed that the repair would have been covered under warranty, because Ashford Watches had not stamped the international warranty card it was not valid. I contacted Ashford Watches, who informed me that it would be covered under their own 2 year warranty, I would just need an evaluation from an independent watch repairer. I got this, which indicated that the repair would be three times the purchase price - at which point Ashford Watches claimed that the fault was not covered by their warranty.

This is one issue, but the more concerning is that during evaluation, the local [redacted] agent confirmed that the watch was an imitation, not a genuine Seiko as sold. So please beware of buying any items from Ashford Watches, as the items may not be genuine.

I have informed Ashford Watchs of this and sought either a replacement or a refund, but they have refused.

I do not think Ashford Watches is a reputable retailer, and would urge caution for anyone considering a purchase from them.

Review: I placed my order on Dec ** 2013,it is a watch,the order number is [redacted],and one and half month later ,I received my package.But when I open the box ,I found it is an empty box,not watch in the box.So I contact them immediately,and also send them the photo they need.And they keep me to wait indefinitely, I have asked many times when they will finished the investigate,they just reply as a robot "we will reply you as we get a result".This order is lasted many many times, I can not always wait indefinitely,so I open the case.Desired Settlement: Reship or refund the item as soon as possible,I can not wait for more than another two month

Business

Response:

Hello,

Thank you for your attention to this matter. Please allow me to reply to the complaint with what we have done since our customer has first contacted us.

First, I'd like to share the notes of this order...within, you will see that we had advised the customer on several occasions that we were investigating and attempting to resolve this UCS claim/Lost item issue.

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Usually, when any item is lost or damaged while in transit...we must perform an investigation with the shipper that was used. In this case, it is UCS (United Courier Service) and they can take more time to resolve these matters. We do apologize for this...and we also apologized to the customer for this delay by UCS.

Now, having said this...we do have an exception period, which is eligible after 2 weeks from the date the investigation was initiated. Today, Feb. [redacted], is exactly 2 weeks from the date we initiated this claim with UCS. We can make the exception to refund or reship another item to the customer...whichever they decide.

I have asked for our Customer Service Rep, [redacted], to reach out to the customer today...we will need to know how the customer wishes to proceed...refund...or reship?

Once we know...we can process the customer's request and finalize the investigation with UCS later.

Please know that we truly do know how inconvenient and frustrating it is when this type of issue occurs...but we must follow protocol...both ours and the shipping companies. We will continue to speak with the customer until we have his answer.

Let me know if you require any additional information...I'm happy 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:

[Your Answer Here] I have told the Customer Service reship the item,but I need to know when they will ship out the item,as we see, this order was placed two months ago, so I want to know the approximately timeframe ,please do not waste another two month.And also please do not choose the UCS carry this package again,thank you.

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

Sincerely,

Business

Response:

Hello,

Please note that we have finalized this claim with UPS and have reshipped a new order out to the customer. This replacement order has been shipped out to the customer on March [redacted], 2014, via UPS tracking number: [redacted]

Per UPS, this package is currently in China and is waiting on the customer to make arrangements with customs officials to collect this order from them. It is now the customers responsibility to collect their package and pay any customs/duties/taxes...etc.

Please know that this issue is now considered resolved, as we have upheld our end of the promise. If you are in need of any other information, please let me know...I'm happy to assist you.

Kindly,

Review: Summary:

This company is VERY dishonest and tries to trick customers to believe that they may get a free return shipping and offer no way of cancelling orders over the weekend. And on [redacted] they ship out merchandises and by the time you can contact their customer service, you are already obligated to pay return shipping + insurance.

Details:

(1) Ashford.com provides a misleading returns policy on their website. It is not clear as to who should bear the returns. While they do not explicitly state who will have to pay for the return shipping, they advertise 100% Return and state that Free Ground shipping will not be deducted from the refund. That creates a bit of misconception that perhaps they will offer 100% refund + shipping costs. Maybe that is not a right assumption, but what makes worse is the following: (2) Over the weekend, there is no way for a customer to cancel an order once the order is in. Contacting the Live Chat on their website, they say that I will have to call their customer service during the weekdays. The problem is that, while they claim that the order cannot be cancelled, you get an email notification saying that the order has been shipped... on [redacted]. Meaning, the order was still not shipped out from their warehouse when I contacted them on [redacted] and when I call them on [redacted], their response is that the product has already been shipped. Since the product has been shipped, I have to receive it, and pay for the return as well as insurance for the item.

That causes a lot of headache especially when (1) the item is cheap because your shipping costs may be higher than the item itself, discouraging a customer who did not want an item to nevertheless keep it, or (2) the item is expensive because your insurance costs become also expensive.

Regardless of the price of the item, this is not the right way of doing business.

My circumstances:

After ordering the first watch, I wanted to order something else, so I contacted them to cancel the first watch. The Live Chat support indicated what is explained above -- that I should contact them on [redacted]. When I asked them about their return policy, they simply stated that I will get 100% refund as long as the item is unworn condition. That led me to believe that I will have free returns, which might have been wrong, but given how they do NOT provide an way to cancel orders on weekends, I expected that the least they could do was to offer free returns.

Subsequently, I ordered three more watches. So in total, they charged me for four watches. However, along with the first order, I wanted to cancel the third order, but already knowing that contacting them on weekends makes no difference, I waited until [redacted].

To my surprise, they insisted that I should bear the costs of shipping, and after arguing back and forth about how their website is misleading in that there is no explicit statement regarding who will be responsible for the return, they offered a prepaid shipping label for the first order. After they agreed to send me the shipping label, they DID NOT. So I had to call them again on [redacted], and ask whether I could get a prepaid shipping label for the third one. At that point, I had to do the same argument again because they refused to provide me a shipping label. So I asked them to provide me the return authorization numbers for all four orders. As expected, no email / no code / nothing.

The next morning ([redacted]), I received the prepaid shipping label for the first order, but no authorization numbers for the rest of the orders. And later that night, I received an email saying that if I keep two other orders, they will provide me a prepaid shipping label for the third one as well as a 1 time exception. Why is this an exception? Why did they have to act like they were doing something good when that should have been the proper course from the beginning? Frustrated, I contacted them again to provide me RA#s for all existing orders. Then on [redacted] (today), they provided me RA#s. At numerous times, I indicated to them that I am leaving the state, so I need to get RA#s as soon as possible, but knowing that is the case, they still had to wait until [redacted] to provide me with RA#s, while holding onto my over $14,000.

THAT'S WRONG.Desired Settlement: Refund everything I had to incur associated with the time and costs for the returns.

Business

Response:

Hello,Thank you for your email!I'm very sorry to hear that you had this experience...and I hope you'll allow me to clear up some things for you.First, we do not state that we will supply the return shipping label - and since we do not state this, we are not obligated to do so. Second, we tell our customers that if you selected Free Ground Shipping, then there's no shipping fee to be deducted from your refund - this does not indicate that we will supply a return shipping labelThird, we do offer a 100% money back guarantee...but "money back" means that we had to have charged you - so you get back what you paid - not us giving you extra by refunding you for your shipping...or by us providing you with a return shipping label.Again, going back to my first point - we do not say that we will provide a return shipping label...therefore; customers should assume that they will be responsible - not the other way around.Regarding all of your RA#'s - we're closed on the weekends - and if this is an inconvenience to you, then I am deeply sorry. Please remember that we are VERY busy this time of year, and RA#'s get created at the end of the day as we don't have time to stop taking calls, emails, and chats to do so. We wait till after our shift, then create them as we stay later to do so.Please check your Spam/Junk mail folders as those original RA emails could have gone there initially. If they did, then that explains why you didn't receive them right away.Once more, I'm very sorry for the inconveniences you've faced...but the fact remains the same - we do not provide return shipping labels. You may think that we're "supposed to" - but it's our business decision to make.You've received a label and all of your RA#'s to return your items - our responsibility has been fulfilled. There is nothing more that we can offer you, other than refunding your orders when they arrive back to our facility.If you have any questions or concerns...let me know - but regarding your return shipping label and RA's...we're done.Thank you,[redacted]###-###-####[redacted]

Review: On 04/**/2014, I ordered an expensive watch from Ashford.com. The watch was advertised as 100% verified new, unworn, original and authentic watch. I received the watch on 05/**/2014.

I did not like the original watch strap so I ordered a replacement. It took some time to get the replacement and then the original strap was removed by using special spring bar removing tool.

Upon removing the original band it was discovered that inside lugs of the watch are all scratched up. It looks like the watch band was removed multiple times.

In addition spring bars that attach the strap to the watch are mismatched, and one is clearly too long. The longer bar is also bent, it looks like someone forced the longer size spring bar in.

The lugs clearly were scratched when someone was installing the band, not removing it. I first contacted Ashford on 06/**/2014. I spoke with [redacted] who suggested I should contact [redacted]. The issue does not seem to be with [redacted], the issue clearly is that someone mishandled the watch afterwards, hence the mismatched spring bars. On 06/**/2014 I contacted Ashford again and this time spoke with [redacted]. She told me that removing strap invalidates return policy and that I am out of 30 day return period. She also suggested that since I cannot see the damage I should just forget about it. This is an expensive watch and I am paying for it to be perfect. Also the lug holes are not in perfect shape and compromise the security of the watch. The only way for me to discover the problem was to remove the strap in the first place. I had no intention to return the watch, but I discovered the problem after I received the replacement strap. There is no way the watch is brand new as advertised. It looks like a refurbished watch that was refinished to look new but they neglected to polish and fix the inside lugs. The lugs have years of wear on them. The watch also has mismatched aftermarket spring bars.

I don't believe that 30 days period is relevant since I did not try to return the watch because I changed my mind. I discovered by accident that the watch is not new as advertised.Desired Settlement: The watch is not new as advertised. I would like to receive a new watch, or get a refund if no new watch is available or have Ashford to cover costs of bringing the watch to new condition by [redacted] service if it is possible.

Business

Response:

1. The customer altered this watch himself…he is not an authorized dealer, so he is not authorized to make alterations to the watch, as it voids our warranty. These rules are published on our website

2. Due to him NOT being an authorized repair shop, there is no way for us to guarantee that he didn’t cause these damages himself – and since he didn’t use an authorized repair shop, there’s no way for us to hold anyone liable for the damages

3. He claims that these pins are “after-market”…but since he is not an authorized shop…how can we know if this is true or not.

4. We advised the customer to take his watch to the [redacted] Authorized repair shop, but he’s refusing to do so…this causes us concern. If these damages were allegedly caused by us before this item shipped out to him, why would he not want to get [redacted] to agree with him? So why not take it to the authorized shop for authentication?

5. In summation, per our policy…this is an external issue, not covered under our warranty anyhow. It is also over our 30-day return policy, so we cannot take back this item.

6. We were in communication with this customer since the day he contacted us…he’s chose to report this to the Revdex.com since he doesn’t like the fact that we simply cannot help him based on the timeframe which has gone by, and the fact that it’s not covered under warranty to fix. He has an official stamped warranty card for [redacted]…he may take his watch there for refurbishment, if that’s what is needed.

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:

1. I did not "alter" the watch. Leather band was removed using special tool. I e-mailed [redacted] and have their e-mail back that there is no requirement to send watch to an Authorized Service Center for band replacement. [redacted] states that replacement of the band can be done by anyone and that does not invalidate the warranty.

2. I removed the band once. The watch has YEARS worth of scratches on it. The authorized shop would have discovered the same scratches. At which point Ashford would have made the same argument that they cannot tell who damaged the watch - the customer or the shop. Again, the band has special notch for a special tool that I own. It is simple impossible to cause so much damage by removing the band once. And again [redacted] has no requirements for it to be done at the authorized shop. This is just an excuse to cover the fact that the watch was damaged.

3. The pins do not match one each other. That is the first clue. Second, the pins ends are not well rounded as high quality pins should be. Third, one is improper length, it is longer and is bent because someone forced it in. Since I did not put the band in, it was not me. No factory will put mismatched pins in. That is why they are after-market.

4. Not true. I am happy to send it to [redacted] If Ashford covers the costs. I don't think I should be paying for fixing watch that was advertised as brand new and unworn.

5. The policy is irrelevant since it is not the case that I changed my mind. I liked the watch and had no intention on returning it, hence I wanted to replace the band on the first place. I discovered however that the watch is not as advertised. It is not new. The only way to see it was to remove the band. Now Ashford is telling me it is my fault I discovered it.

6. Not true. The customer service hang up on me. They also did not return subsequent message I left. They sent me a used watch. The warranty and timeframe has nothing to do with it. New watch should not be required to be refurbished. Let alone at cost to customer.

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

Sincerely,

Business

Response:

Hello,

I'm very sorry that you have found anything to be wrong with your item...but please know that we do not sell refurbished items. If this piece came to us with these issues...we would never have known about it...nor would we have ever sold this item knowing about these issues.

I can agree to pay for the repair...but I will require an estimate first, before the repairs are completed...as the estimate needs to be reviewed by our [redacted] and approved.

If you agree, please email this estimate to me personally at: [redacted]

I will await your reply to this claim...or for the direct email. If you agree to us assisting you with this repair...then please notify the Revdex.com that this complaint is resolved.

Kindly,

Review: Ashford.com says that my order was delivered by the [redacted]. It was not. They have insisted that I file a claim with the [redacted] for the lost package. [redacted] says that I can't file a claim because Ashford did not purchase insurance. I did file a service issue for lost mail and I have a confirmation # for that [redacted]. Ashford's policies in regard to lost mail are horrible. I should not have to call the post office multiple times and/or visit the post office and/or call Ashford multiple times and still not receive a refund or my item. Whenever I call this company I am told that supervisors are either not available or not present. The post office thinks that my mail may have been stolen and they are investigating that. Ashford should not require me to file a lost package claim if they do not purchase insurance. I think this is a subterfuge because they don't want to refund or deal with lost package claims and they think I will just "go away."Desired Settlement: I want a refund for my purchase. I did not receive this watch. The price I paid was $49.99.

Business

Response:

Hello,Thank you for your attention to this matter! We have successfully refunded this customer for her purchase. Please see the following transaction confirmation: (Unique Transaction ID # [redacted])Since the customer asked for a refund via this complaint, I was required to do so if the [redacted] dispute was found to be resolved in our favor. I see that this customer has since asked for this item to be reshipped to her...however; since we've already refunded her...she will be required to place a new order, at this time.We do apologize for the length of time it's taken to resolve this case...I can honestly say it does not take this long in most cases. Efforts have been made to streamline the process going forward.If ever the need arises, please contact me for assistance...I'm happy to help!Kindly,[redacted]

Review: RE: Order Number [redacted]; ZENITH[redacted] On Jun.** 2013 I placed the order no.[redacted], and told the salesman [redacted] that I was from China and the watch would finally arrive me via a drop shipper.

On Jun.** 2013 I received the watch. But unfortunately the watch has at least below problems, so I have not worn it. .

1. No tag;

2.The butterfly looked used when it arrived me;

3.The two pins connected with butterfly had hit imprints;

4.The clasp has flaws

Since Ashford.com claims “Every watch from Ashford.com is guaranteed to be: 100% genuine and authentic; Shipped in its original box with original packing and owner’s guide, I would like to request for a replacement(100% genuine and authentic; Shipped in its original box with original packing and owner’s guide) and a reimburnsment of USD55.00--drop shipper fee from California to China.

Ashford agreed with replacement but denied to afford the drop shipper fee.

The drop shipper fee caused by replacement is due to defective product, so I insist to request for the reimbursment.Desired Settlement: I would like to request for a replacement(100% genuine and authentic; Shipped in its original box with original packing and owner’s guide) and a reimburnsment of USD55.00--drop shipper fee from California to Dalian, China.

Business

Response:

Hello,

Thank you for your attention to this matter! Please allow me to explain the occurences and previously offered solutions, which we have already communicated to this customer:

1. Yes, customer used a drop shipper to ship this item from California to China - this is not rare, and happens often when customers want to lessen the amount of customs fees applied to their package

2. Yes, we agreed to replace the watch immediately after receiving the images where the damage was found - we supplied the customer with all return labels and commercial documents to do so

3. NO, we are not liable nor responsible for the repayment of dropshipper fees. These fees were paid to an outside party...with no affiliation to Ashford.com.

4. Had this customer paid us, Ashford.com, for this shipping fee...we could have reimbursed him...as the payment was made to us, and would be within our account...etc.

5. Please keep in mind...the customer paid the drop shipper to ship an item to them...which they did. The drop shipper performed their duty and should be paid. Having unknowingly shipped a damaged item, and willing to pay for all return and reship fees...we are upholding our responsibility.

6. We have returned this item back to our facilities by providing a prepaid UPS label, which means no cost to the customer...nor will we be charging to reship the replacement item back to the customer. (The reship fees are now international, therefore; are substantially higher over UPS Ground to a domestic location)

We feel that we have upheld our policies and procedures by replacing this item for the customer...and at no charge to them to replace this item. The drop shipper fees are not our liability to refund.

If you have any further questions or concerns...please let me know, I'm more than happy to provide you with further information, where needed.

Kindly,

Business

Response:

Hello again,

I would again like to take the time to reply to this rejection:

Point for point I have also reiterated this case. Each point the customer had...I either agreed to it, or notified the Revdex.com of any other information which may prove useful in learning what the company stood for, in that instance. We have taken on the responsibility necessary to resolve this matter entirely...not only by replying to these Revdex.com rejections and complaints...but as well, within one on one email correspondence with the customer.

Every time the customer rejects our offers, it further prolongs this case...therefore; it only seems like we're being uncooperative. I have replied, on time, to every complaint and rejection. Perhaps the customer is not aware that we have 14 days to respond to any Revdex.com complaint and/or rejection? This is not lack of sincerity, this is due to the fact that the company has many other issues going on at once, and we need time to reply with all the facts and any further information...etc. I am sorry that the customer feels that this need for time is a show of insincerity...as this is not our intent.

The customer insists on a new bracelet....this is what he feels will resolve the matter completely. This is fine. I can inquire with our parts Manager if this is possible for us to get; however, I MUST receive the previous refund back BEFORE I can proceed. We cannot simply buy a bracelet for this customer and ship it to him without having these appropriated funds back.

If the customer refuses to send back the monies BEFORE I purchase this bracelet (where available) then I simply cannot purchase the bracelet.

The refund was granted due to the verbal agreement he had with the original [redacted] representative. This refund was given in good faith that the customer would purchase a new bracelet for his watch. Since he is refusing to purchase the bracelet on his own...I have no choice but to take these monies back to use for me to purchase the bracelet for him....where available.

Please note; the customer keeps implying that I told him we polish up damaged watches to sell them....this is NOT what I stated to him! I advised him that if he'd like...we'd pay to have him polish the bracelet locally...as a possible resolution to this issue. I am underwhelmed with the way the customer is twisting my statement.

In short....if the customer doesn't send back the monies we gave him to purchase the braclet on his own....then I cannot take the next step to purchase the bracelet for him. It's his choice. This matter is settled if he chooses to keep the funds...as my hands are tied.

Thank you,

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:

DELAY is Ashford's habit, I have no comments, but it’s a shame no solution till

today!

USD425 it’s not an agreement between me and Ashford, Ashford paid the

amount in a hush without notice in advance nor my agreement. When the matter

happened, I told Ashford there were two ways to solve the problem, 1)

replacement of a 100%

new and perfect bracelet from the producer with original packing, label, user’s

manual and payment receipt copy; 2)reimbursement

of USD816 to buy a such new bracelet in China. While suddenly Ashford paid me

USD425, it’s weird and ridiculous.

Review: On December I placed an order and I paid $2874.00 but I never received my order, I been tryin to solve this problem with the seller and with [redacted] and after 3 months I havent received my order or an aswer of whta is going to happenDesired Settlement: I wish to have my money back as soon as possible

Business

Response:

Hello,Thank you for your feedback.After taking an in depth look into your order I do see that this claim was delayed for 2 months due to the claims service that was used because of the value of this item.We recently reached out to Capitol claims regarding this issue and we (Ashford) will be submitting the refund today, please allow 5-7 business days for that refund to post back to your original form of payment.If you have any further questions, please feel free to contact us at anytime!

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 appears to have been resolved.I will now just wait for the refund to be confirmed

Sincerely,

Review: I placed a order of Hamilton Watch [redacted] on Nov.**. The salesman gave me a discount from $597.6 and said $575 was the cheapest price, OK ,I paid for it immediately for that's "the lowest price" ,and I know they do have 30 days price protection policies.

On Dec. * at about 11 pm EST, I intended to check my order situation on Ashford.com, only to found out a special 10% discount code to all selling products including special deals, which gave my purchase original price $597.6 to $537.84 (597.6×0.9). I tried to contact to the after-sale service ,but it was deep at night and they were off work.

It all begins in this morning, Dec.* . I chatted with a after-sale manager about the difference and their price protection. At first , he denied the coupon could be applied to special deals, which could be confirmed untrue with my evidence. Then, he said ,only orders on Dec. * could apply for a price protection and get the difference .First ,he lied to me , then ,he failed to respect their policy . After ten minutes' waiting ,I turned to another manager, same words and same lie .

I returned to the forum, of course ,I was not the only one.Desired Settlement: The watch is still on delivery. I just want the difference ($575-537.84=$37.16) back according to 30 days price protection policies, which means if I can get the same watch on a lower price on your own store anytime in 30 days ,you should return the difference between the two price back.

My order number is [redacted], a big store like Ashford.com should run with trust and honesty.

Business

Response:

Hello,

Thank you for your attention to this matter. Please allow me to explain to both you and the customer, more officially, what our price protection means and when you can use it.

1. Customer attempted to apply a Special ONE-DAY only coupon code to his order...his order was not placed on this particular day, therefore; was ineligible to receive this coupon.

Order Submitted: Nov **, 2013 11:00 PM - Coupon Code CM10 = Cyber Monday (Dec.[redacted]) 10% off the order

2. We advised the customer of these rules several times...the rules of the promo code were advised to us by our Marketing Team...and this is what we advised to the customer.

3. We are very sorry for any inconvenience this has caused the customer...but during the Holiday Season, there are many sales going on at once...and sometimes there are sales that you miss out on.

4. Our BuySafe Guarantee covers the reduction in price of the item...not if we offer a promotional code. The list price of the item must be lower within 30-days in order to use this price protection...no where does this price protection say that coupon codes or promotional codes apply...it specifically states that the item list price must reduce as listed within our site in order to be eligible.

Please know that we CAN apply the newest promotional code to this customer's order...it's ThankYou5 = 5% off the total of the order, including sale priced items. I will apply this coupon to the order as a sign of good will towards the customer. I can assure you...we're not trying to be "mean" to the customers...we just have to adhere to our promotional rules and guidelines.

Please allow 5-7 business days for this partial refund of $28.75 to post back to the customers credit card account. Once processed, he will receive an automated email giving him the transaction details.

Here is a breakdown of the refund: Purchase Price = $575.00 x 5% off = $28.75refund

If you require any additional assistance in settling this claim...please let me know...I'm 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].

Review: www.ashford.com advertise themselves as Revdex.com rating A+ on Sep.[redacted] 2013, 22:15 Beijing Time(even right now I am writing the complaints) but in fact the true rating is B+. They are cheating and misleading customers. I do request them to correct their rate.

Desired Settlement: I do request them to correct the rating. And post their apologies on first page of their website.

Business

Response:

Final response:

We are currently working with the Revdex.com Mediator Coordinator to correct the rating. We have also been notified that the logo is not current...we will be correcting this as well. I have reached out to the appropriate parties within our company in order for these corrections to be made.

Please note; until this was brought to our attention...we were not aware of this rating conflict. We do not wish to misguide our customers...nor mislead them in to thinking we have a better rating than that of which we have actually earned.

Our apologies for any inconveninence or false misgivings this may have caused this...or any other customer.

Kindly,

Client Relations Manager

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]

Revdex.com rating is a very authority and many many customers are influnced by it, before place an order online, most customers will check the rating, whatever you excused the rating does decide buy or not buy. So claiming a better rating than actully reached mislead the customers.

It's ridiculous to say "I do not wish to..."when a mistake has been revealed, please respect your customers and Revdex.com to give out a date of correction in case more customers being cheated.

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

Sincerely,

Review: Ashford sent me a different watch than I ordered. It took tens of emails and calls to get them to admit there was even a issue. After that, it took several more emails to get an RA number. Then it took more emails and calls to get my shipping refunded (which now, months, later still has not happened). Now, although Ashford did attempt a refund, I see that the credit card company has charged me 2.5% on that refund, so between that and the shipping I am currently out over $100 all because Ashford sent me something that I did not order. I called Ashford to ask that they take responsibility for these fees and they refused and said I should take that up with my credit card company. I do not see why the credit card company should be held responsible, because they did anything wrong here, Ashford did.Desired Settlement: I would like to be sent a check to cover the loss I incurred credit card fees ($90.87) resulting from Ashford's mistake, as well as the $37.52 for shipping the watch back to Ashford.

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 placed an order on the company's website for a watch. The company sent me a confirmation email with the order information and charged my credit card the same day I placed my order. Two days later, I receive an email stating that they cancelled my order box they had a glitch in the system regarding to pricing at the time I placed my order. I attempted to contact the company but they refused to honor my order even though it was their error and false advertising on their end!Desired Settlement: Honor my order at the advertised price they had when the order was placed.

Business

Response:

Hello,Thank you for your attention to this matter!Firstly, we reserve the right to cancel any order...especially when there's a pricing glitch. We do not make it a habit to false advertise our prices, this issue was a simple mistake...not an attempt to cheat our customers.This item was mistakenly listed at 94% off...which to anyone would be a fantastic deal...so of course, we had a few customers place orders for this item. We cancelled all of the orders, emailed the customers to notify them, and allowed them to either pay the correct price for this item...or they could choose a different model. Per our Terms & Conditions, we clearly state in section #8-9 that if there is a mistake with the price of any item, we can cancel the order.This scenario does not happen often, but when it does, we expect the customer to understand that while we give excellent deals on our products, we cannot give them away for almost free. We have explained this policy to all our customers who placed an order for this incorrectly priced item. This customer is no exception. Since our website Terms & Conditions clearly states we can cancel any order due to this and other issues, we are not at fault for doing so.I am sorry that this occurred...as we would never wish for anyone to think ill of our company...but unfortunately, web-based stores do incur glitches from time to time.There is nothing more that can be done in this case. The customer retains the right to place a new order at their convenience...if not, then that's their choice.Please let me know if there's anything more I can assist you with closing out this complaint.Kindly,[redacted]

Review: Dear Revdex.com: Hello, I am on December **, 2013 at Ashford.com purchase of goods, due to the UPS to the wrong part of my goods shipped to the wrong address, causing the loss of my merchandise! Want to help me find my product or refund belong!Desired Settlement: I belong replacement goods or refund

Business

Response:

Hello,

Thank you for your attention to this matter!

Per the notes of this customers order...we are in the middle of a UPS investigation. Once the investigation is complete, we will happily refund or reship this order to the customer. We have been in communication with this customer on several occasions...letting them know what's going on, as well, what to expect from this investigation.

I'm unsure as to why the customer feels the need to file Revdex.com complaint when we're in the middle of assisting them...and they know we are!

Once the investigation is over, we will communicate with the customer again to ask them how they wish to proceed.

If there's any further information needed to close out this complaint...please let me know...I'm happy 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:

[Your Answer Here]

Revdex.com thanks to a timely response to my complaint, for your work and I am very satisfied, but I have not received a refund or merchandise belonging to me, I wasted a lot of time and energy, I feel for questioning the efficiency of Ashford.com I personally think it should be confirmed that the customer does not receive the goods Ashford.com is timely compensation, then lost communication and UPS and compensation product! I hope Revdex.com can help me until I received the goods or damages so far! Thank you!

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 call today! We had been in contact with the customer via email since before this claim was filed. Here are the notes, per the customers order...showing that the UPS tracer/claim has been paid back to the customer.

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Please let me know if there's anything more we can assist you with regarding 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,

Hello, thanks for the response and support of the Revdex.com customer complaints, Ashford.com has a refund, the refund check has been completed. I am very grateful!

Review: A watch was purchased in May 2012. We had it for a few months and the logo of the watch fell off. The watch was returned to them in December of 2012 to reattach the logo. Ashford.com had the watch until March *, 2013 (3 months later). When it was shipped back to us there was no change or improvement to the logo and additionally the post that is pulled out to set or adjust the time was pushed so far in that we couldn't change the time (this function was working when the watch was sent to them initially). We talked to customer service again and it was sent back to Ashford.com on April *, 2013. They had it for another 2 months to fix what they broke. On June [redacted] we received the watch back from Ashford.com and AGAIN no change to the logo and still can't adjust the time. When we called customer service again and ask for a manager we get responses like "she'll be in later" "we can leave a message" "no supervisor is here right now". We keep calling and get no where.Desired Settlement: At the very least Ashford.com should send a replacement. A refund would be great but a replacement would be acceptable.

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: First of all they are not authorized dealers and watches they sell does not come with the manufacturer warranty. Those come without a stamped warranty card.

My watch broke during the 2-years warranty period, which they advertise on their website.

I contacted their customer reps.

First they instructed me to bring the watch to a repair centre in Estonia and explained to take the estimate and send it to them and the costs of the repair will be reimbursed. In Estonia, where I live there are no proper watch repair centers, because the brand - [redacted] is very rare, so I had to ship the watch directly to manufacturer to Switzerland. Of course Ashford told me that they will not reimburse the shipping costs. That's fair and fine with me, but I expected they will reimburse the repair costs as they have promised.

I sent the watch to the manufacturer. Had the estimation sent to me and forwarded it to Ashford. I have tried to contact them every week and for almost month nothing happened - they just ignored the repair estimation I sent.

There manufacturer explained me in several e-mails that Ashford.com is not their authorized dealer and there is no manufacturer's warranty, because they do not know how and if the shipping of the watch is done accordance with requirements and proper care.

So for month Ashford's customer reps have been lying to me saying that they did not receive my e-mails with estimate. Until I sent it again and asked one of the customer reps to check it right away and had her to confirm in written that they have received the estimate.

After more than a week they finally produced a reply to me with the new lie and deception: Send us the warranty papers of the watch, we will stamp it and then you will get free of charge warranty repair from the manufacturer.

When I informed that that the manufacturer does not recognize Ashford as their authorize dealer, they said that they will not put Ashford.com stamp, but another one that the manufacturer will recognize.

I asked them many times, what dealer will stamp it and they didn't want me, until they stated that the stamp will be of [redacted].

I officially made an inquiry to the manufacturer - [redacted] (Switzerland) and I have an official reply by e-mail stating that [redacted] nor Ashford.com is not their authorized dealer and their official dealer is here: [redacted] So even if the warranty card is stamped by non-authorized dealer I am unable to get the manufacturer's warranty.

I called them again and one customer rep told me straight away - their repair manager does not want to reimburse it. Just it.

But their warranty conditions clearly state that they have the warranty obligations regardless if it is US-based or international customer.

Also one of that the customer reps knew that I've been sending my repair estimates already earlier and they actually received all my e-mails!!!

But they just didn't want that to go any further and just ignored me and told that they kept loosing the reimbursement estimates I sent, just not to honor their warranty obligations.

I have all e-mails and documents to confirm my story.

So my watch was broken for 2 months and without any warranty. Now I had to pay almost 450 Euros for the repairs at the manufacturer and my watch is going to be repaired.Desired Settlement: I want Ashford.com to honor their warranty commitments and reimburse me the costs of the repairs the watch had to undergo.

Business

Response:

Hello,

Thank you for your attention to this matter!

We have researched this complaint quite thoroughly and have found that the information relayed from the customer regarding the coverage of his item by [redacted] has been relayed falsely or not completely. We have it on direct authority that [redacted] will cover an item if the warranty card is stamped "[redacted]". We also know that [redacted] advised the customer that due to the cause of the damage, they will not cover this repair. The [redacted] of [redacted] has been kind enough to relay this information...Please see the email chain here:

If it will help you we can provide you copies of the e-mails with [redacted]

[redacted] (if I'm not wrong this is the name of the person) stating that his watch has been misused and not under warranty.

Best regards

Dear [redacted],

Yes of course we will honor the warranty like we have always done.

Please be informed that the client from Estonia (I don't remember exactly being that I'm in business trip and I cannot check the company that is already closed for Easter holiday) that raised this issue has been already informed by us that the watch we repaired for him was anyway not under warranty because the problem was due to misuse, not for inbuilt problem.

Best regards,

[redacted] - [redacted]

-----Messaggio originale-----

Dear [redacted],

As per our discussion, please confirm by email that you will honor a warranty that is dated and stamped by [redacted]- if of course you sold the watch to [redacted]. Thank you.

Best regards,

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

Please note that the reason [redacted] would not cover the repair costs was due to the fact that the damage was caused by personal misuse...not due to the fact that the watch failed on it's own, or required maintenance....nor was it due to the "[redacted]" stamp not being accepted. It is in our opinion that the [redacted] rep which the customer spoke with, had given this customer false information...not Ashford.

If needed, we can arrange to receive the email correspondence from [redacted] - please let me know. Also, if the customer would like to have his watch repaired, he may do so...but the repair cost will be his to bear due to the damage being caused by misuse...we can still stamp his warranty card if he would like.

Please let me know if there's anything more I can assist you with regarding this case.

Kindly,