Ashford.com

My husband bought a watch for me from the vendor through their eBay store as a present for my birthdayThe watch was defective and the gold plating was coming offMy husband contacted the vendor and after several communications back and forth, the vendor finally said that they would refund him the full purchase price if we returned the defective watchWe immediately sent it to the vendor and the vendor received it on We waited several weeks yet still hadn’t received the promised refund, we then followed up with the vendor and they said they repaired it and were going to send it back to usWe replied that we had already purchased a replacement watch as we were told we would be getting a full refund and we didn’t want this watch returnedAfter several communications back and forth we said we would refuse shipment of the returned watch once it was shipped so that it would be returned (yet again) to the vendorThe vendor said that this was fine and they would process the f

I have NO idea why every single comment I read about this company is so bad - I must be clueless, though I highly doubt it, because my own experience with Ashford was A+++++ I ordered a Hamilton Khaki Seaview and paid for next day air with [redacted] ( [redacted] IS THE WORST) - I trusted Ashford over ***! The watch was packaged beautifully, arrived on time, and I LOVE this watch - retail on it was over a $and I got it for $ AND, when I called customer service, the woman could NOT have been nicer or more professional - and this is Xmas season! I am very impressed with Ashford, buy watches all of the time online and I'm REALLY savvy about it, so find something nice to say - maybe if you naysayers who HAVE TO HAVE INSTANT GRATIFICATION and the entitled attitude I despise, you'd have a wonderful experience as I did

To: Officer-in-Charge: I would like to lodge a report against Ashford.com for a purchase I’ve made onlineThe following is the time-line of events: On [redacted] July 2016, online purchase was made for an EDOX watch ( [redacted] , Order No [redacted] ), paid for USD$with credit cardOne day later, I made another purchase for an EDOX watch ( [redacted] , Order: [redacted] ), paid for USD$with the same credit cardAll these purchases were made online via Ashford.com These purchases were then sent to [redacted] for delivery to Singapore On Aug 2016, I received the first package EDOX ( [redacted] ) successfullyHowever, on [redacted] Aug 2016, the second package EDOX ( [redacted] ) was received with just the watch caseNo watch was inside the case Immediately, I contacted Ashford.com and [redacted] [redacted] ’s initial investigation revealed that the watch was already missing when the package first arrivedThey had photographs of the package and further investigat

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I already paid for return shipping, they were closed both days I attempted to contactI paid a total of out of pocket, they said they would reimburse me for shippingIf so, they can send a check to me for said amount Having received a broken/defective watch does cause for alarm as they do have numerous complaints/horror stories against them alreadyAlso, they should check their product before shipping it out and they either did not do so or sent it out as is defectiveHowever, I am willing to give them another chance if they want to send a working, non-defective replacementHowever, please do check it before sending it out to me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Order # [redacted] was not received, a Mens Rado watch This order was placed sometime ago in February, been attempting to resolve matter ever since The item is missing from Rado watch box, This is the third missing order in my entire order history Ashford.com is known to send empty watch boxes and defective items Numerous attempts were made prior and recently to reach a manager/supervisor, however, there is never one available...There are only two customer service reps, neither one is of no help/does not know when a manger will be availableCustomer Service is very lax/poor/inept Phone messages/emails are not replied to or answered, numerous ones have been left

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

My on line experience was very good. I placed the order, payment was verified and watch was shipped. Upon arrival it was missing a stylus I emailed them for it it was sent the next day.

I am from china ,few days ago I bought a watch at ashford in my first time. Today I feel very angry about the watch bought from the ashford.Because the watch they sold me is broken! I received my watch at 10:00 am ,in that moment I was very happy. But at 13:00 pm, I suddenly found there is a screw in the watch movement and then my watch did not move! only three hours ,i'm sure I was very care of my new watch,I can't believe my eles! I was shocked about ashford's watch.Why shipped a broken watch to me? This tings makes me disappoint and sad.I called ashford,they tell me only can repair it,not to change a new one! It makes me very angry! I DO NOT want them to repair this one. I want a NEW one only, for the same price I already paid $599 for new watch not a broken watch. Thank you bbb for your help ! my order number is [redacted] It's davidoff men's watch 10010.

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]

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

I bought a Movado watch from [redacted] , the watch was defective, the chronograph second hand wasn't prefectIy aligned at the center of o'clock, and it can't be fixed by recalibrating the watchI called Movado company and I've asked them about the issue with the second hand, Movado rep said it's an issue with the watch, and if I bought the watch from them they would issue me a refund or a replacementI reported the issue to [redacted] on the same day that I received the watch on, I discovered the issue after I resized the watch, but I've already informed [redacted] that I've resized the watch, and they told me to send it back to them to check it, the rep confirmed to me over the phone that if the second hand is not perfectly aligned it's a defect, and she asked me to send the watch back and if they found it to be defective they will issue me a refund or a replacement if I want, but they lied After I sent the watch to them they sent me an email mentioning that they are going t

I ordered a brand new Hfrom ashford on December **, The watch strap pins were found used and damaged on Jan [redacted] This disqualified the watch as MINT Condition since it has been modified before purchaseHave tried to reach customer service by email, no one replies whatsoever

Hello again,I think what we need here is a little proof I've attached a screen shot of the customer's order - you will see that I've highlighted the "Source Code" Per our [redacted] the beginning number of "4" equals that the order was placed through an affiliate website...like [redacted] or Retail Me Not Then, the number after the dash being " [redacted] " equals Retail Me Not If this customer were to place this order through [redacted] , then the number would have been "***" I've attached another screen shot from our listings, proving this fact.I will again reiterate that if a customer places the order through an affiliate site such as [redacted] , they cannot then go to another site to search for coupons and such - as this will change the IP address/cookies of their computer, thereby making the "last site entered" as Retail Me Not...not [redacted] .Here's a scenario - the customer went into [redacted] and logged in...they found an item on our site and was about to purchase...but then, they decided to go to Retail Me Not to search for a coupon code - not seeing one, they continued the purchase HOWEVER, since they went to Retail Me Not just before purchasing...this made their cookies change on their computer - thereby sending us the code for Retail Me Not...and NOT [redacted] .So, we have no confirmed [redacted] code, therefore; there's no rebate to give via [redacted] If the customer chooses, they can return the item and replace the order - this time, just going to [redacted] and immediately placing the order - do not shop around for coupons!I hope this information helps - please know that at this time, we cannot give a rebate through [redacted] because we do not have the correct code to do so - there's no way that our Accounting Department will approve for a rebate to be given to [redacted] based on the proof within the order.The customer needs to ask to return this order for a refund - OR - he can place a new order through [redacted] , then return this first order...etc.Please let me know if there's anything more I need to provide...but at this point, I believe I've proven our case and there is nothing more we can do - we need for the customer to take the corrective measures in order for them to get the proper rebate It is their responsibility.Please close out this case.Thank you! [redacted]

Order [redacted] arrived on 2/**, it was initially placed on 2/ [redacted] 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 mistakeI 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 allHowever, both times the matter was resolved, a replacement was sent to me right awayI do not know what to say about this order but again, my guess is the company A

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 Deptyou 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 formatTo open this file, you will need Adobe Reader or any other PDF reading softwareThe 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: [redacted] 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 repairI hope we can be of service to you in the future and we appreciate your business -------------------------------------- Kindly, [redacted] *

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] Please remove this complaint from their record

I ordered a watch, and the day I opened it to wear, it did not work. The customer service associate stated that it is the battery. I'm not sure how a battery in such a high quality watch dies between the time it's shipped to the time it's received, but my theory is they're knowingly selling defective watches as a battery last two years or more. From the reviews I've read this is common practice with Ashford. They are to send a return number so I can return the item for a refund but they also conveniently ask that tags be attached. Why would tags be attached if one is putting on the item to wear?

Ashford is an amazing resource for watch collectorsYou can get exceptional deals on many high-end watches such as Breguet, Glashutte, Blancpain, Zenith, and Girard PerregauxEvery watch that I have ordered was new in box with papersThese were higher end pieces in gold and/or platinum with perpetual calendars, annual calendars, chronographs and tourbillon complicationsI have paid both with credit card and bank wire as the cost of these watches often well exceeded 30K and each was shipped promptlyDo not hesitate to order from themIt is important to note that many of the watches are new old stock--they never sold in traditional retail channels or never left the main watch brand distributorFor a mechanical watch, this generally isn't a problem, but it does mean you may need to pay for a service a bit earlier than usualIf you are buying a quartz or battery operated watch, you need to factor that the it may die quickly because the battery may be oldMost of the negative reviews seem to center around this issueThis is not a scam or deliberate sabotage--it only means the watch needs a new batteryA local watch marker can fix this simply for a few dollars

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Their response stated that I should attempt to retrieve the package, and let them know if I could not retrieve it I have already let them know that I could not retrieve it In fact, that is how I have started every communication with them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

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