Blue Arc Welding & Manufacturing (AB Ltd)

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

[redacted] purchased Zenith El Primero [redacted] Men's Watch in May 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 warrantyZenith 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

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]

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,We sincerely apologize that this refund process did take so long, this is not how we normally conduct our businessWhile 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 withSince 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/*/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!

The customer claimed received the wrong item 5/**, Customer provided pictures 5/** Pictures sent to [redacted] office for follow up UEQ,weight CK watch 1.435kg, emailed customer that weight of shipment matches Rado watch weight 7/ [redacted] office agreed to exchange CK watch for RADO7/ [redacted] customer agreed to bring CK watch and paperwork to [redacted] office for exchange to RADO

Our operations manager in our Hong Kong facility is currently working with this customer in developing an equally amenable solution to this issue It's my understanding the customer will drop this complaint once that solution has been finalized