Complaints

This profile includes complaints for Ashford.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashford.com

  545 Broadway 3rd Floor Brooklyn, NY 11206-2962

  
• 

  Ashford.com

  545 Broadway, 1st Floor Brooklyn, NY 11206-2962

  
• 

  Ashford.com

  680 5th Ave New York, NY 10019-5429

  
• 

  Ashford.com

  30 Sherwood Lane Unit 11 Fairfield, NJ 07004

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date Jan. 21, 2025 Web site: Ashford.com 1. The merchant posted an item for sale and let me put it in my shopping cart.2. The merchant proceeded to let me begin the checkout process, gathering extensive personal information, including email address.3. When I clicked the Buy button, the merchant system told me the item was unavailable.4. Within minutes, the merchant had used the information I provided to start sending me marketing emails.

  Business Response

  Date: 01/27/2025

  Thank you for bringing this to our attention. We sincerely apologize for any frustration this may have caused. We understand your concern and would like to clarify the situation.
  We strive to ensure our website reflects accurate product availability; however, at times, inventory can be updated quickly, and an item may be unavailable after being added to the cart. We understand how this can be disappointing, and we apologize for any inconvenience.
  Regarding the marketing emails, our websites checkout process does collect information such as email addresses for transaction-related purposes (e.g., order confirmations and shipping updates). However, we do not store any personal information unless a customer creates an account with us. Additionally, customers may opt-in to receive marketing emails. If you would prefer not to receive these communications, we offer an easy way to unsubscribe from our emails, and we can assist you with that if you would like.
  Once again, we truly apologize for any inconvenience you experienced and value your feedback. Please feel free to reach out directly with any further concerns, and we will do our best to resolve them promptly.
  Best regards,

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  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:

  All they're offering me is assurances that they won't use my data, which is of zero material benefit to me, especially since they already started using it to start spamming me. Why can't they determine whether a product is in stock *before they gather my information? This privacy measure is within their capability, but they choose not to do it. "Trust me" is a less-than-zero-value response, and I think all their prospective customers should know what they risk when they attempt to buy something from this company.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I said, I received the package without the item inside, I did NOT receive the ******* brand watch, the box arrived in poor condition and I repeat, I did not receive the ******* brand watch, I already sent an email to ******* and they did not respond, there is no solution.Order Placed on Aug 27, 2024, 9:08:28 AM Order #*********** Tracking Number(s):******************

  Business Response

  Date: 10/16/2024

  This issue has been resolved with the customer, who received a full refund for the order. Weve also followed up with the customer post-refund but have not received a response.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/17/2024 I placed an order (#***********, $137.56, ordered at 2:40 AM), but requested order cancellation at 3:32 AM (less than an hour later).5/20/2024 I received an email stating that the order cannot be canceled.Upon receiving the shipment, I promptly returned the order according to the vendor given direction.6/6/2024 Received an email confirming that a refund has been approved and that I will receive the refund within 7-10 business days from 6/6/2024.7/4/2024 I inquired the status of refund because I have yet to receive it.7/9/2024 Received an email informing that accounting team will be contacted to check upon the matter.7/12/2024 Received an email backtracking and saying that refund is declined and that I should contact my bank for a chargeback.

  Business Response

  Date: 07/26/2024

  Hello,
  
  This is in response to the compliant filed by ***********************. We do apologize for any inconvenience. We did to make several attempts to refund this order but the refunds were rejected by their bank. One was June 6th, 2024 and one was July 9th, 2024.
  
  Regrettably, our attempt to contact ****************, was not successful on June 6th. We were notified by our finance department again on July 9th, they made another attempt and we emailed the customer that the refund was unsuccessful. 
  
  We do apologize for the lapse of follow-up correspondence from June 6th-July 12th. 
  
  Regrettably, as we have been unsuccessful in refunding the customer, we have advised them to open a chargeback for the refund with their bank. 
  
  We again, do apologize for any inconvenience. 
  
  Please let us know if there is anything else we can advise on. 
  
  Best regards, 
  ********** **
  Director of ****************

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* has ignored all of my emails and requests to get a refund or return the faulty watch, video has been sent to them and images of the damaged package.

  Business Response

  Date: 05/29/2024

  
  05/29/2024 
  
  To Whom It May ********  
  The following is in response to BBB Complaint filed by customer ********* ******.  
  The customer contacted us on March 27th via phone call & email to indicate the item was not keeping time. As International orders are considered final sales, we asked for a video so we can verify the issue and provide customer assistance with the order. From the first correspondence, the customer was combative and insulting to our company and to me personally. The customer was advised on March 28th, that due to how they were speaking to me, all correspondence would have to be via email. As of May 29th, *********** has not received any video showing that the item has any kind of timing issue. We received a chargeback for the order and the chargeback was ruled in favor of *********** as customer did not provide proof of the issue to the bank as well.  
   
  Generally, we would offer a resolution for the customer, however, due to their continuous treatment of ***********, we will be unable to off any kind of resolution.  
   
  We have attached all pertinent email correspondence and proof of chargeback ruling. If the BBB would like the transcripts of the calls, we can also provide.  
   
  The customer can contact Invicta for assistance if there is a timing issue as their warranty is covered with them.   
  For any further questions or concerns, please do not hesitate to contact us at: ************ or ****************************  
  Thank you in advance for your understanding.  
  Sincerely, 
  ********** ******* 
  Director of Customer Service 

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a watch from Ashford.com on 11/26/23 as a present for my husband. My husband was very happy with this watch and started wearing it immediately on 12/25/2023. On the first day I noticed if lost about 10 minutes of time. We were on vacation and asked a watch repair to look at it, they said it was under warranty and best not to open it. I contacted ******* on 1/2/2024 to ask for help. They directed us to the manufacturer for warranty. The Manufacturer responded they could not make an exception to the warranty process which costs $19.95 to mail it to them and an additional $28 for evaluation and mail return. I do not feel I should pay $48 to get a brandnew watch fixed which is under warranty. ******* will not do anything to help me, including will not take it back and refund my money becase the watch has been worn. How would I know it is broken and not working without taking it out of the box??? Why am I being asked to pay $48 to fix something which arrived new and broken?

  Business Response

  Date: 01/20/2024

  The customer ordered a watch from ** on Nov 26, 2023, and reached out to us on Jan 2, **** stating that watch was not keeping time, and that it lost 30 minutes every 12 hours.    

  
  As this Glycine watch is covered under the manufacturer, Glycines warranty directly for 2 years, we advised the customer to reach out to Glycine for them to evaluate and repair the watch if necessary.

  
  On Jan 8, the customer updated us that they have contacted Glycine about the repair, however they were asked to pay $28.00 for evaluation and $19.95 for shipping. They refused to pay for the extra charge and requested to return the watch for a refund.

  
  It is stated under Glycines warranty that Glycine will charge $28.00 to cover the service evaluation fee and also return shipping of all timepieces sent into their authorized repair centers. As this is set by *******, we were unable to comment much on their policy, therefore we asked the customer to seek clarification with ********

  
  As the watch has already been worn which was confirmed by the customer, we were unable to accept the return request. Our return policy states that we can only accept the return if the item has not been worn or sized. 

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  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:

  This is terrible business practice. Maybe this is not solely the responsibility of Ashford.com - but as a cusomer, I feel unfairly caught in the middle between a licensed vendor and the manufacturer. This is a brand new watch! ******* won't take it back because we opened the box (which is the only way to find out it is broken) and the manufacurer will only evaulate and fix it if I pay $48! What kind of 2 year ******** is that? I'm super frustrated that I have a brand-new watch and by no action or fault of my own- I am asked to pay an additional $48 to fix it. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  ************************************************
  
  
  
  
   
  

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30, 2023, I purchased a Versace Men's Watch (VE1D01120) from Ashford.com in the amount of $268.39. I had no intent to return the watch and was excited for the purchase. The watch arrived in mid December. The day after it arrived, I put the watch on and went to the office. Around mid-day, I noticed it was no longer working. My guess was, the battery was dead as the watch had been on sale for a very low price and had probably sat on a shelf for sometime. I took the watch by a local jeweler to have them replace the battery. When I picked the watch up, the jeweler shared that if it quit working again, it might have a short and I would need to contact the seller. That very afternoon, the watch quit working again. I looked up Ashford.com's "Contact Us" phone number and left a message. On 12 21, 2023, I received an email from ******* saying they would not be able to assist since I took the watch to have the battery replaced, I had voided their warranty. I responded telling them I had purchased the watch in good faith and expected them to reconsider. On 12, 28, 2023, they again responded via email stating they intended to stand by their policies. I believe this is an unacceptable way to do business and would like the watch I purchased replaced or a full refund. They should not be able to sell faulty merchandise and stick the consumer with it after the sell. Please assist and thank you!

  Business Response

  Date: 01/10/2024

  The customer ordered a watch from ** on Nov 30, 2023, and reached out to us on Dec 21, 2023 stating that the battery did not work and he took it to the jeweler to replace the battery, however the watch stopped again the next day. The customer asked to return the watch.   

  
  We informed the customer that we were unable to approve the return request, since the case was opened and battery was replaced without prior approval from Ashford. Our returns policy states that the item must be unworn, undamaged, unaltered in order to be eligible for a return and refund.

  
  Furthermore, under our warranty policy we state that we cover battery replacement for one year from the date of purchase. However, repair or warranty service performed by someone other than Ashford will void the warranty.

  
  The customer shouldnt have guessed the battery was dead. If the customer reached out to ******* when the watch stopped working, we would be able to review the situation and offer a solution. Unfortunately, as the customer went to the jeweler and the watch has already been altered, we are no longer able to approve the return request. 

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  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:

  The response from the business is correct on timeline and the actions I took to get the watch to work.  However, hiding gotcha policy information in fine print and not clearly displaying the information during the purchasing process is disingenuous at best. I purchased a product in good faith, described as new and in working order. The logical assumption, in my opinion, on a quartz watch that works for a few hours then stops, is simply to replace the battery. By me taking this action, which was an additional out-of-pocket expense, in theory saves time as I had already waited a few weeks for the watch to arrive and could have saved the effort of having to reach out the company, get a return approved, send back the item, then wait for a decision to be made on either replacing the watch or repairing the original watch I received. Hiding behind legalease to limit exposure to selling non-working merchandise to a consumer is not only wrong, but probably illegal, although I have not researched enough ********** law to state that with confidence. Regardless, it could be described as bait and switch. Certainly, at a minimum, it's an unethical practice and one I would assume a business that values its customer base would not intentionally practice in. In no way, is it fair, that I make a purchase in good faith and get stuck with both a non-working product and still have to pay the full amount. 

  Furthermore, I was completely transparent and honest through the entire process. Because of that, they are attempting to punish me. Had I just stated the watch did not work and returned it without further explanation, none of this would have occured.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a U-BOAT watch from Ashford watch company online and paid for it through AFFIRM. I returned the watch through *** two days after receiving it because I didn't like it in person. It's been days and ******* still won't **** the watch as a return, and they won't contact AFFIRM or at least let them know the watch was returned. I am going to have to make payments on this watch in December and I returned it over a week ago. It was confirmed through *** and one of *******"s sales associates that they received the watch back. Please help.

  Business Response

  Date: 12/03/2023

  The customer purchased a watch with us on Nov 10 and decided to return it on Nov 16. Since then the customer has requested us to contact Affirm, the payment method customer used to pay for the watch, that the watch has been returned so that ****** wont charge him for the next payment. We replied to customer multiple times that:

  1. We dont contact the payment method, customer should be the one to reach out to the payment method for any communication related to the payment issue. We will refund to Affirm once the watch is inspected by the ******************
  2. It will take up to 14 business days for the return and refund process to complete once the package is delivered.
  3. Our ***************** was closed from Nov 20-28.

  The returned watch was inspected by our ***************** on Dec 1, and we have approved the refund. Customer will received the refund within **** business days. An email confirmation was also sent to customer.

  For any further questions or concerns, please do not hesitate to contact us at: ************ or ***************************.

  Thank you in advance for your understanding. 

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch from ******* that arrived defective due to an issue with the mechanical movement within the watch. ******* refused to do anything about the defective watch. They would not replace it, they would not issue a refund. I had to have PayPal investigate the matter, and as of now, two months later it is not resolved.

  Business Response

  Date: 09/30/2023

  The customer bought a watch with us on June 25, 2023. After almost 3 months, he wrote in to us on Sept 15 saying that he ran into a defect issue with the watch almost immediately. The customer said he received the watch mid-July, which is not true. As per the tracking history from **** the watch was delivered on June 29.
  The customer said he took the watch to a watchmaker who was able to diagnose the problem. However, even though the customer has clearly mentioned in his statement that he was aware that there was an issue with the watch, he did not approach ******* at all since the beginning, but only after almost 3 months he wrote in and asked for recommendation.
  We replied to the customer by letting him know about our return policy. As this is an international sale, under normal circumstances the sold item is not eligible for return, however if the item is reported damaged or defective, we will review it and might approve a return on a case-to-case basis. However, all the return requests have to be made within *********************************************************** our return policy. On top of that, a return is only eligible for new, unworn and unaltered items. In this customers case, he mentioned he has worn it less than 10 times since receiving it, therefore we are unable to approve a return anymore.
  Having said that, we were still trying our best to help the customer by offering another option to him. We informed him that the watch is covered under the manufacturers warranty, and he can send the watch to the local service center provided by the manufacturer. We gave instructions on how to request a repair service by the manufacturer.
  The customer was unwilling to accept our suggestion and explanation, and he mentioned that he would open a chargeback with PayPal. We have received the chargeback request from PayPal and our finance department is currently handling the chargeback with PayPal. He said that ******* is committing fraud just because we will not refund or replace the watch for him, however this is not true and we are not committing fraud. We have everything stated clearly in our policy.
  As much as we would like to please and help the customer, there is limited things we could do for now. The customer didnt seek our assistance when he first found out the issue after receiving the watch, but he chose to continue wearing it and only made a complaint after 3 months. If he had written to us upon finding out the defect immediately, things couldve been much more easier and we couldve offered a solution which is favorable to him.
  

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was received new and in a timely manner however the watch model differed from what was advertised on the website. Seems that its an older model than that advertised with visual differences on the back case and movement. Emailed customer support and they replied requesting photos. Provided photos of the discrepancy and I have yet to hear back. Seems dishonest to not provide the exact model as advertised by photos.

  Business Response

  Date: 09/30/2023

  The customer purchased a watch with us and later on found out that theres some discrepancies on the actual product he received versus the photo advertised on our website. On our website, the picture is showing wording sapphire ******* at the back of the watch, however the watch received doesnt have that at the back. The customer sent the enquiry to our customer service team, and we then went on to seek clarification with our warehouse.
  It took some time for our warehouse to revert due to their heavy workload and high volume. However we do reply to all enquiries from our customers. With regards to customers question, we received feedback from our warehouse that the watch advertised on our website is not the latest version of the watch. The latest version does not have the wording sapphire ******* anymore at the back of the watch.
  As such, we have requested our warehouse to upload the photo of latest version of the watch on our website as our corrective measurement. Since the customer indeed did not get the same watch as advertised, we have then offered customer to return the watch to us for a full refund.
  We have sent the instructions on how to return the watch to us and indicated the processing time needed for the return and refund. If the customer has any further questions, he is more than welcome to reply to our email and we will be happy to assist him further. 

• Initial Complaint

  Date:08/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the Ashford website. The order went through and I received a confirmation email. A day later I received an email informing the order had been cancelled "due to a pricing error". I checked the website, it still had the same price advertized that I paid for my order. I called the customer service to ask why my order had been cancelled, and what the correct price should have been. The representative didn't seem to have a clue and placed me on hold "to check my order". After a long hold, he came back and said word for word what the latter read: my order was cancelled "due to a pricing error". He was not able to answer any of my follow up questions. The correct price? "Don't know". Why the website still displays the same price I paid? "Don't know". Why ******* could did not honor the price it had charged me as decent vendors do in such cases (after all, it was ********* error that caused the cancellation)? "Don't know". Why was my order cancelled before I had a chance to decide whether I would prefer to pay the correct price? "Don't know". Can I speak to a manager? "No". Why not? "We have a new system that does not allow transferring customer calls to supervisors". What is the supervisor's direct number? "Don't know". This was extremely disappointing experience trying to make a this purchase, both using the website and dealing with the customer service. Neither seemed competent. The website is overloaded with all sorts of popup coupons for ridiculous discounts like 5% or 8% that you don't even need and that, even if you don't use them, just insert themselves in the "Add a coupon code" line during the checkout. I'm sure these coupons ultimately caused the "pricing error" and my order cancellation. Otherwise, how would ******* even know there has been a pricing error if they had no idea what the correct price should have been anyway? Next time, when you see a price on the Ashford website that seems too good to be true, keep in mind this may be a "pricing error", and your order will be dropped

  Business Response

  Date: 09/02/2023

  The customer purchased a watch on our website on Aug 21. Unfortunately there was a pricing error on the watch that the customer purchased, and we had to cancel the order. We immediately informed the customer about the cancellation via email and apologized for the inconvenience.

  The customer wanted to know what the correct price for the watch was. However the pricing was still being updated by our product team and we didnt have an answer for that at the time when the customer called. He was still seeing the same price on our website as the correct price was still being updated by our product team. We advised the customer that the price would be updated in a few hours. The correct price was updated on Ashfords website after that. The customer is more than welcome to purchase the watch again on our website if he wishes to.

  The customer was unhappy that he was not given the chance to decide whether he would prefer to pay the correct price. The reason was because we dont offer that option. However, the customer can choose to place the order again after the price has been corrected.

  We offered coupons and promo codes as a way to appreciate our customers in purchasing with us, and this certainly has got nothing to do with the pricing error that happened. It was merely a mistake at the backend and we had fixed it immediately as soon as we found out.

  We explicitly mentioned on our website that if the correct price of a product ordered is higher than ********* stated price at the time of the order, Ashford reserves the right to cancel the order and refund the full purchase price.

  
  

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  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:

  I never attempted to buy any watches on the Ashford website. Their claim that I did is a lie. The order they cancelled was for a glasses frame. The price never changed. It's still the same on the website, even now. They appear to have cancelled my order for no reason, and still don't have a clue about what they did and why. They also, seemingly for no reason, removed all the payment methods from my account, and prevent me from being able to add any payment methods. So, after my original order had been cancelled, I was not able (and still am not) to place that order again, since it would not let me pay.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 11/15/2023

  It is a lie that the customer said we never apologized. When we cancelled the order and informed the customer about it, we apologized for it, and even during our subsequent email communication. Please refer attached.  

  
  As mentioned many times in our previous responses, the pricing might vary and get adjusted from time to time, depending on the marketing strategies and promotion we have. Due to that reason, it is possible that the customer is seeing the price returned to the same price which was initially rejected.

  
  We would like to reiterate again that ******* reserves the right to cancel the order and issue a full refund at its discretion. In this case, the money was fully refunded to the customer. We are sorry for the inconvenience caused.

  
  For any further questions or concerns, please do not hesitate to contact us at: ************ or ***************************.

  
  Thank you in advance for your understanding. 

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:
  
  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:

  The only time they apologized is when they claimed I was trying to buy a watch, even though the order they cancelled was for sunglasses. And now they are calling me a liar. And they keep making excuses up as they go. The whole price changing explanation is a complete lie and bs. I'll never use this rude and irresponsible vendor again who has such horrible customer service. Please close my complaint, I don't want to talk to these people again. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************