Blue Arc Welding & Manufacturing (532653 AB Ltd)

This customer filed a Revdex.com complaint because his watch battery died during the warranty period.  He contacted us initially on 11/**/15.    Because of a management transition our replies to him were delayed which also delayed the refund process.  We advised the customer to...

replace the battery and send us a copy of the receipt.  The customer sent us his receipt and the credit was issued on 02/**/16

Revdex.com:**...

[redacted], although what they said is not entirely true but I accept the issue as resolved.To resolved this issue I had to contact my credit card company to dispute the charge and dispute resolution was end in my favor with full refund back to me. In this case I will accept the response from the this business consider I've recieve my refund.
 
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 feedback.I apologize that you are experiencing this issue with this watch. Unfortunately, yes this is considered normal wear and tear, the part of the watch you are describing is painted on by the manufacturer and maintains contact with your skin on the top of your...

wrist the entire time you are wearing the watch, skin oils, lotions or other moisturizes will deteriorate paint over time.After almost four months of wearing this watch, that paint will start to fade away. If you but a car and the paint starts fading, yes that is a problem because that paint should not come in contact with anything physical besides sun and water, a better analogy would be the tires on your car as it maintains CONSTANT contact with a surface while in use, like the bottom of your wrist to the back of your watch.Our best suggestion is to contact the manufacturer directly to see if this is something they can cover for you.If you have any further questions or concerns for Ashford, please feel free to contact us at any time!

The customer's watch passed our extensive quality assurance tests following the repair process.  Per UPS it was delivered back to the customer Thursday,  09/**/2016 at 4:59 P.M.

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 can wait until they told me the result
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]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me as the business was unable to point me toward this caveat in their terms and conditions when I asked.  However I have subsequently cancelled the order therefore the matter has been resolved.
Sincerely,
[redacted]

Customer contacted Ashford to advise there was a problem with the second hand on his watch.  Ashford advised customer to send in the watch for evaluation and ultimately repair.  During evaluation process customer requested refund.  Customer had sized watch and as per Ashford's policy,...

item must be unworn, undamaged, unaltered to be eligible for repair.  Ashford advised customer that we would repair the worn and sized watch and return to him as soon as possible.  Customer refused and demanded refund of worn and sized watch.

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:

 This watch was meant to be a birthday present for my mum. Her birthday had since passed; the replacement watch would therefore lose its original meaning. Therefore, may I have full refund instead?Thank you so much for your help.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]

Better Business...

Bureau:
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:

According to the Ashford's web site, water exposure is covered by manufactufer guideline - 30 meters water resistant.The watch has been sold to us as new, but in fact, a someone in Ashford opened it and left the water seal broken.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Ashford's policy is to document the condition that each repair item is received so as to protect customer as well as Ashford.  Upon receipt of customer's watch, pictures were taken and description of intake condition was documented and communicated to the customer.Customer [redacted] report problem with watch.  Watch was evaluated at GZ repair center and it was determined that watch need to go to Manufacturer for complete repair.  Watch was repaired and return within 5 wks and returned to customer.

Hello,We sincerely apologize that this refund process did take so long, this is not how we normally conduct our business. While your return and issue was taking place, our company was in the middle of a transition period and this may have been one of the orders that we lost communication with. Since...

this has been brought to our attention I have taken a look at our accounting and I do see you have been refunded on 2/*/16 for $1149.00, if need be, we have a transaction number for the refund in case we do need to provide any further information.If you have any further questions or concerns, please do not hesitate to reach out to us at anytime!

Revdex.com: ID DATE...ASHFORD HAS CONE NOTHING TO ASSIST MY ZENITH WATCH.  i'M STILL WAITING FOR SOMETHING TO HAPPEN.  CONTINUE COMPLAINTING TO ASHFORD UNTIL THEY MADE A CHANGE AND FIX MY ZENITH WATCH WHICH IS VERY PRICEY.ROBET IRVING BOWERS (BOWSKY)
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]

[redacted] purchased Zenith El Primero [redacted] Men's Watch in May 2016.  On June *, 2016, [redacted] contacted us to let us know the bezel had come off and that he didn't know when or where it came off.  He also let us know he didn't have the bezel as he couldn’t locate...

it.  The Ashford two-year warranty covers the watch’s movement, that is the internal, mechanical functions of the watch.  It does not cover anything external, the bezel being external.  We instructed [redacted] to send the watch to us for examination to understand what could have caused the bezel to come off.  Our watch repair facility determined that damage on the parts of the watch suggested it may have been dropped or otherwise damaged due to excessive wear and tear.  We returned the watch to [redacted] indicating this and that Ashford would not cover the repair per our warranty. Zenith is a premium brand with a long-standing reputation for quality and craftsmanship.  We are confident the watch is not defective and that the damage was caused by an external force.  We are happy to arrange for [redacted] to purchase a replacement bezel from Zenith and we will attach it to the watch free of charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the seller also contacted me to provide a spare strap, and I think this resolution is satisfactory to me and the matter has been resolved.Thanks for your kindly help!
Sincerely,
[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]
[redacted]
[redacted]
[redacted]
[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]I have sent this watch for test and repair before. Attached is the repair document. It's a new watch I only have it for one day and in that day it never worked well. But it has so many problems as we can see in the attachemnt. Every time I sent it back it takes about one months for evaluation.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer claimed package from Ashford was received empty.  Ashford inventory control investigated and found that watch was packed and shipped.  Ashford requested that customer send pictures of the packaging, however customer refused.This is the second claim from customer that they received...

empty box.  Customer continued to order from Ashford and continues to claim issues with shipments.