Ashford.com

Dear Revdex.com:
Good day! On November, I bought a Zenith watch with No*** from AshFord.comAfter I Purchased the watch the following months, due to some reasons, I occasionally wears it for no more than times with great care, as they can see the watch, it’s like brand newSomehow, my watch stopped working for more than one year ago from October
Because I am not in the States all the time, I asked my friend in state ** *** *** to help me to solve this unexpected happened issueWe sent the watch to Ashford to repair three months ago, Somehow Zenith company need the warranty card which AshFord did not provide it to me but only a purchase listFor the past half year, we were writing FOUTH times and making several phone calls to complain to AshfordSo far, there is no any positive answer from themI am not satisfied with Ashford.com company after service at allI have no further noticed by AshfordTherefore, I requested to get refund my money as following reaso

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 soSecond, 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,*** *** *** ***###-###-####***

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 *** (*** 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
How are you *** *** I received your reply, about what you said "if the change of the rules in the futureI'm very glad to provide you with the postage warranty card", I need to get your guarantee, the Revdex.com supervision departments to coordinate, I hope you will be in the warranty card and sealed by the changed the rules to take the initiative to contact me, because the warranty card stamp is important to meI've been very trust to you, but the incident had certain influence to me, I don't think what *** said "should be" seal of the sentence can be no reason, you can't give customers provide stamped at least led this sentence I bought your watch, I hope you can safeguard the rights and interests of consumers, rather than blame mistakes, after all, consumers do not enjoy this service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

No help on correcting address and phone number they have wrong on the shipping information Called times, email times to customer service providing correct information and requesting they make the changes with *** as the seller (they are the only ones who can make the changes) This has been going on for over a week with no changes to the address or my phone number and most importantly no acknowledgement of receipt of the phone calls or emails Today received a delivery update from *** still showing the wrong address and wrong contact phone number *** *** * *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There is even a certain ring of arrogance in your Revdex.com replies:
"If you ever run into this type of issue...perhaps talking to a manager would be more helpful?"
"I know we didn't break any business rules, so I'm curious as to why the Revdex.com complaint and not a Supervisor call?"
...and since they were worded in the form of a question, I had to reject the proposed resolution.
"So no one will ever run into this type of issue...perhaps properly training your employees would be more helpful?"
"No you did not break any (legal) business rules, although the "unwritten rule" should be that the customer is always rightIt is almost certain, that if this happened over a cheap polishing cloth, that it is happening to other customers pertaining to more serious mattersso the Revdex.com complaint and not a Supervisor call, was to get you attention before it's too late"
Learn from this experience and you will better your company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I ordered three watches from Ashford as holiday giftsTwo of the three watches arrived in non-working conditionAfter requesting a replacement for one of the watches, it also arrived in non-working conditionDuring all of the phone discussions their staff was not accomodating and essentially uselessI will never do business with this company againAnd, I will make great efforts to inform others about my bad experiences with them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The problem is I don't have an account with Retail me not. I am really unhappy with this solution. Does this mean I have to return it and place an order again?  Or can you ask Retail me not to send me the cash back? Thanks.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We check every watch when it arrives at our distribution center to ensure that it is functioning and has enough power. We also perform a quality control during the outbound process. However, despite our best efforts, some watches stop working after leaving our warehouse.We prioritize these repairs...

and return or exchange the watch as soon as possible.  We determined that this watch could not be returned because it had been worn and there were visible scratches on the case.  This watch was sent to manufacturer for repair and they advised that it would take up to 12 weeks.  We stressed to manufacturer that this repair had to be prioritized and the watch was returned to us in 3.5 weeks.  The watch was shipped to customer who refused delivery.  We have communicated with the customer throughout the process.Tell us why here...

We are currently in the process of working the regional delivery service (SF Express) to determine what may have happened.  At this point we kindly request that the customer remain patient as this investigation process continues.  We will update him as we receive more information.

Dear Sir,Thank you for your enquiry.We can see our Hong Kong Customer Service Team has been followed up with you and you had agreed to our solution to pick up all these goods in Ashford Hong Kong VIP Center while your orders were declined importing into China by China Customs.We wish you a Happy...

Chinese New Year and hope you can pick up the goods soon once they have been returned to us in Hong Kong.

Hello [redacted],Thank you for your feedback.  I apologize that you did not have a good experience shopping with Ashford.  I see that you submitted your order on 12/**/2015 at *:18 p.m. for Next Day Air delivery.  It did not meet our posted shipping cut off of 3:00 p.m. so we shipped it...

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

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

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]

Hello,Thank you for your attention to this matter...please allow me to reply.Firstly, we do apologize for any inconvenience or strife we caused you while reviewing your order information.  We do understand that the information required to verify orders can be quite personal.I would like to...

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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As  i told you before,the tape was tamper with by my kid,not by [redacted],there is nothing business with [redacted]!But you request me to give the box to [redacted],and tell me if I did not have time to wait the [redacted],I can put it out my house,I did as you said,put the box on my garden,but the [redacted] did not correct the box,the box now missing!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer’s purchase was lost in transit.  He contacted us on three occasions but because of a management transition we didn’t respond to him immediately and subsequently missed his 01/*/16 required deadline for receipt of deliver.  A replacement was sent around 01/**/16 which he...

received on 01/**/16.