Gene's Auto Body Works

Hello,Thank you for your attention to this matter.  We have been in contact with this customer on several occasions...both the HK office and US offices have supplied assistance with resolving this case.  Currently, the HK office is gathering information from the shipper, UCS.  We need...

to ensure the weight matches what we show to have shipped out from our facility.  The Rado watch this customer ordered weighs more than the JOY watch they received.We do not know how this happened, so we must perform a thorough investigation.  Once complete, we will offer our suggestions to resolve the order.  Please know that these investigations and claims take time...therefore, we cannot give a quick answer in this case.  We will remain in contact with the customer, until this issue is resolved.Thank you!Melinda H[redacted]Client Relations Manager###-###-####[redacted]

Hello,Thank you for your attention to this matter!  Please see the attached photo...This is an image of the same item this customer purchased.  The case back indicates the numbers "K50234.00" - this number is on ALL of the case backs of these models.  Calvin Klein depicts the numbers...

this way on all of their products.As we pointed out to this customer, the watch they purchased is correct...the case back numbers will NEVER match the item number...this is just how CK marks their products.We are very sorry for any confusion this has caused our customer...but stand behind the fact that the item we shipped to them is accurate and the correct item.Please let me know if you require any additional assistance...I'm happy to help.  Kindly,[redacted]

Customer was engaged in live chat with GZ team on Nov ** requesting for cancellation of the order because he had placed an incorrect order. According to the T&C stated in the China website (link and details as shown below), international sales are considered as final sales and are not...

eligible for cancellation/refund/replacement. Therefore, customer was informed that the order could not be cancelled. We have emailed the customer on Dec * with an offer to refund on condition that customer agrees to pay for the return shipping charges to US (US$29.95). Awaiting for customer’s reply.

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]

The watch the customer returned  to us is not one that Ashford sells.  The tags and documentation included in the return are also not Ashford's.  We have confirmed internally that the correct watch was packaged and sent to the customer.   Items shipped into China, as is the...

case with this customer's watch, are shipped via a carrier named SF Express.  We are opening an investigation with them to determine what may have happened.  At this point we are unable to provide a timeline as to how long with this will take but typically lost merchandise investigations can take up to eight weeks.  We will update the customer as we receive information from the carrier.

On December * the customer contacted us by chat.  We arranged a return for him and provided a pre-paid shipping label.  Upon receipt of the product the customer will be refunded in full.

Customer claimed after wearing watch he noticed that the 2nd hand was not lined up.  Customer was advised that since watch was worn we could not replace or refund however we would repair the watch.  Repair ETA 2-3 weeks.

Customer made purchase after wearing watch for a few days customer stated the watch was stopping. This is an automatic watch we explained that they may need to manual wind the watch to get it going. Per the Ashford.com policy any item that is worn or used can't be returned for refund but would fall...

under the 2 year international warranty and we will bring it in and evaluate and repair or adjust then send it back at no cost to the customer.This has now happened twice and the watch is tested prior to going back to the customer and said to working to manufacture specification. Repair team suggest the watch is not properly wound therefore we have sent for the watch again we will take a look to be sure the mechanics are working properly. Once this is evaluated  they will see if we can adjust or replace. We are using the Ashford warranty.

The customer received the watch and contacted us to tell us one of the diamonds on the bracelet was different from the others.  We had the customer send the watch to our Guangzhou (China) office who indicated we could replace the watch with a new one.  The customer declined and requested a...

refund.  This customer received a full refund on 12/**/15

Section 8 of the Terms and Conditions [redacted] indicate "Ashford values providing the highest quality service, and aims to offer a completely error-free site. Unfortunately, errors or inaccuracies (whether technical or human) do sometimes occur. Thus,...

Ashford does not warrant that the product descriptions are accurate as to any specifications, features, contents, colors, prices, weights and/or measures. Specifications listed (other than price) are generally those provided by the manufacturer or distributor. " Unfortunately there was a technical error that caused this particular issue.  We have corrected the error and the price is now displaying correctly.  In addition, we have refund the customer his money and have offered to make the product available to him for the special, correct price of $109.

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: The ashford did not recognize due to the quality of the watch itself. This error is not caused by me, why  I must pay for this?my money just pay  for a new good watch not a broken watch! Problems in watch movements not watch strap.Key is that you sent is a bad watches! Not my responsibility.So I did not accept repair, I need a new good watch!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

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]

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.

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]
[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.  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]

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]

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]

Hello,Thank you for your feedback.I sincerely apologize about the inconvenience, I understand your frustration with this matter. Unfortunately due to insurance purposes regarding warranties, we are not able to allow any watches out of warranty to be brought in and repaired.Although when we did speak...

on the phone I did offer some options such as bringing the watch in for an evaluation, we would advise you of what needs repairing on this watch and also provide an estimate to possibly be taken to an outside repair shop in your area but you declined that offer.Ashford.com is more than happy to assist you with this matter within our parameters, if you choose to take up the offer of bringing the watch in for an evaluation please contact us at anytime and we will set that up for you.

[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.