ComplaintsforAshford.com

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* 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

  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *****************
  
  
  
  
   
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My Order Number is ************  It was for a watch, the watch was not as I had envisioned on line and so I setup an ***. The *** number is ***#: *****. Sent the watch back with ****** ******* claim they have never received the watch, they had me open a ticket with ***** that was denied as ***** has a signed receipt from an employee that the watch was handed over to them. They still refuse to provide a refund. ***** Tracking ************

  Business response

  08/10/2023

  The following is in response to BBB Complaint filed by customer ********************

  The customer purchased a watch on May 5, and contacted us via email on May 21 requesting to return the watch as the bubble on the date it is almost impossible to read as per customer. We proceeded to issue Return Authorization From (RMA) to customer.

  On Jun 16, customer sent us a delivery confirmation from ***** to show that it has been delivered on May 30 and signed by someone called ********* Upon checking with ******************* the package was not found and we do not have an employee name ********* As such, we were unable to proceed with the refund and we advised customer to contact ***** to initiate a claim on the package.

  Customer was unwilling to open a claim with ***** as someone signed for the delivery but we advised him that he can still open a claim even if the package is shown as delivered.
  ***** cannot deny a claim solely based on the "delivered" status when the recipient (Ashford) confirmed non-receipt of the package. If after the investigation, ***** denies the claim then ******* does not have a say in it. However, ***** must start the claim process and conduct investigation.

  On Jul 26, customer wrote and informed us that ***** was unable to honor his claim as they confirmed that the shipment was delivered on May 30. We informed customer that we are unable to refund as we did not receive the item.

  As the item was shipped by the customer and thus he has to communicate directly with ***** on the lost package. Per our return policy, we suggest customer to insure the package as they are responsible for it until we have received it and confirmed it into our system. If the package is lost, package shows delivered but not received and etc, we are not responsible for it. We informed the customer that ***** can contact us if they need more information to assist them on the investigation.

  Unfortunately, we are unable to move forward with the refund as we do not have the item in our possession. Once we receive the item back then we will proceed with the refund process. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** Men's Watch GV-**** for my husband's birthday - he loves it but the steel band required downsizing. The watch repair store owner to whom we have always taken our watches for band resizing, was unable to remove links because the screws were too tight/stripped. We contacted *******, returned the watch and **************** Manager ************** informed me via email that we are ineligible for a refund because "the band pins are halfway unscrewed in multiple spots, meaning this watch was modified or someone tried working on it." It is nonsensical that an attempt to downsize a watch band to fit the wearer negates the right to a refund or exchange! My husband loves the watch and asked for an exchange which we were denied so a refund was requested. That too, was denied and now he is stuck with an expensive watch that cannot be worn. There are many such complaints so we am perplexed as to how this can be allowed.

  Business response

  04/06/2023

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

  To Whom It May ********************** following is in response to BBB Complaint filed by customer ***********************
  The customer first contacted **, on December 28th to request cancellation, however sent a
  follow-up email, requesting to process the order. The order was processed as is, and we sent the
  watch to them. They reached out again to **, on January 17th through email and through a phone
  call. They wanted an exchange for the watch, as they had taken the watch to their trusted jeweler
  who then informed them there was something wrong with the watch bracelet and it could not be
  sized. I explained to the customer, unfortunately, we do not have an exchange policy only a
  return for a refund, however, the item must be unworn and unmodified. As they had taken it to
  the jeweler did, they work on it? They said they looked at it, and the watch bracelet was soaked
  to loosen the screws. However, as the screws were not loosened, they knew it was defective.
  When I offered the return, I explained our return policy, if there is any sign of wear or
  modification, they will be sending the watch back to them as we cannot accept it for a refund.
  They understood it must be in new, unworn, unmodified, condition. We sent the customer a label
  and RA# to return for inspection, (RA# ***** and label: **********************).
  

  The return department received the return and inspected it on January 31st Upon their
  inspection, they found the watch band had pins that were halfway unscrewed in multiple spots so
  which means the watch was modified not only in one spot but multiple. We cannot accept the
  return; the return was rejected. I contacted the customer through email, the same day, explaining
  we cannot accept the return, as the watch has modifications done, and this goes against our return
  policy, which is stated on the website and also was verbally stated on the call when the return
  was being initiated, as well as the email which was sent to have the item returned. The customer
  called ** furious demanding a refund/exchange as the item is of course modified they tried to
  size the watch but could not as their jeweler said it was defective and could not do it.
  

  This was not explained before this, as they only said it was soaked and they could not remove the
  screws and there were no modifications made. As half the screws were unscrewed when we
  reviewed the order, we had to assume they tried different methods and the jeweler just did not
  know how to size this particular watch and therefore gave up, unfortunately, we cannot accept a
  return for modified items.
  

  The cardholder then started a dispute with their credit card company, which states the goods and
  services were not as described and were defective. Unfortunately, as they received a perfect
  watch, we do not know how capable the jeweler they went to is, we also do not know if the
  jeweler is used to working with the specific kind of bracelet for their watch. Per the customer, they have gone to the jeweler multiple times and have never had this problem.
  

  We have explained the warranty is with ****** and though we have sent the watch back to them,they can contact ****** for repair, and for them to have the watch sized.

  They asked if we would cover the charges, we do not cover charges for the repair, however, said there could also be no
  charges. We cannot guarantee this or give any kind of compensation without them contacting
  ****** and working with them for a resolution.
  

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

  Thank you in advance for your understanding.
  

  Sincerely,
  *******************
  Customer Service Manager
  

  
  

  Customer response

  04/09/2023

  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:

  [Your Answer Here]

  Dear ****************,

  Consistent with other complaints against *******, the watch band is defective and ******* was notified quickly. Customer *********************************************** ******************* ******** ***************, seemingly well-versed in deflecting and revisionism,his/her response is one of desperate falsehoods and embellishments.

  Modified? If a watch band is too large, it must be downsized and if that is what ******* considers modification,than its website should stipulate that watches cannot be resized under its return policy regardless of damage, used but sold as new or not genuine. That we were unable to resize the band to fit does not constitute modification. My husband loves the watch (my birthday gift to him) and was heartbroken that links could not be removed.

  The most outrageous and bizarre accusation is that the watch band was soaked!  It is certainly not something one does in an attempt to remove links to for resizing. As per a ****** search, a steel band can WIPED down with warm soapy water to CLEAN it but soaking it for any reason is nonsensical.

  Moreover, I believe that accusing a watch repair/jewelry store owner of soaking  and as a result of, damaging a watch/watch band is an actionable offensive. ***** needs to be cautious of his/her allegations.

  Lastly, for ***** to state that I called him/her furious and demanding a refund/exchange as the item is of course modified they tried to size the watch but could not as their jeweler said it was defective and could not do it is a blatant lie. It must be noted however that he/she taunted me via email and phone to dispute the charge.Based on the number of complaints and company reactions, this is a routine scenario for which a template response appears to be ready to go.

   

  It is contemptible that a company  must resort to such tactics to cheat customers to avoid the responsibility of providing quality service and accountability for the items it sells. Buyers and potential buyers beware!

  Thank you for your attention to this matter.

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

   

   

   

   

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

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

  Business response

  05/09/2023

  ******** *** ******** *********************** ************ ** ************** ********* **********
       
  To Whom It May ********
  The following is in response to BBB Complaint filed by customer ***********************
  

  We take all complaints seriously and aim to resolve any issues to our customers' satisfaction. We would like to clarify a few points regarding your complaint.
  Firstly, we would like to confirm that we do have phone transcripts of our conversations with you, which we are willing to provide to the Better Business Bureau for review. As you have mentioned, the recordings show that you were accepting of the inspection process and that we had offered to have the watch inspected. In the transcripts you understand there would be an inspection done, and if further information or concerns are there regarding the watch, you would be contacted through email.
  

  Secondly, we understand that you had initially reported that nothing was done and no screws were removed on the first call. However, on the last call, you did state that one or more screws were tried to be removed, which led you to believe that the watch band was defective. Unfortunately, we cannot determine whether the watch was defective from the beginning or if it became defective during the modification process.
  

  Thirdly, we would like to clarify that our return policy states that you may return an item as long as it is unworn and unmodified within 30 days of delivery with the return authorization. When we state "unmodified," we mean that the item has not been sized, links have not been removed, the bracelet has not been changed, and so on. We did not intend to taunt you regarding opening a "dispute/chargeback." We apologize for any confusion or inconvenience caused.
  

  Lastly, we regret that we are unable to offer anything regarding the watch. We recommend that you reach out to ****** to have them review their bracelet. We hope that this information clarifies the situation for you.
  

  For any further questions or concerns, please do not hesitate to contact us at: ************ or ****************************
  Thank you in advance for your understanding.
  

  Sincerely,
  ***** *
  Customer Service Manager
  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi:I went to the website of ******* looking for a watch. I found a watch which I liked and followed all the steps to complete the purchase and duly paid for the watch, hoping to get it delivered at the earliest. It was a gift for my son. I got an email from Ashford with order confirmation on March 8, 2023. The Order Number is ***********. In the email it was mentioned that when the shipment leaves, I will get another message with shipment tracking details. I never heard back from *******. After waiting for a week or so, I called ******* to find out about my watch. I was told by the customer service representative that she is going to find out the details from their vendor as to delivery details. I did not hear back from her. I called her again and first she told me that she did not hear back from the vendor but then within a few seconds she told me that vendor cannot sell it as they misquoted a lower price. I was shocked as I paid the price Ashford website has quoted me. How come ******* does not know the price? Why they quoted me the price? It is not a customer's fault if ******* quotes lower price than what their vendor is willing to charge? I placed the order thinking I am buying from Ashford and not with a third party vendor. I waited for such a longtime and my son was excited to get his watch which he really liked. I disappointed with the kind of lack of professionalism Ashford is showing to its customer. I will ******************** to ask Ashford to keep its word and deliver the item.

  Business response

  03/29/2023

  *** ***** **** **** ********* ************************* *** *********** ******* ** *****
  To Whom It May ********
  The following is in response to a BBB Complaint filed by customer *************************
  This order was placed on March 8th, 2023. Unfortunately, the order was placed with an incorrect pricing due to a computer issue.
  ******************** contacted our customer service via on on March 14th for an update on their order. We contacted our vendor, and they informed us that the order could not proceed with the order as the pricing was incorrect. Per our terms and conditions, 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. Except where noted otherwise, the retail price displayed for products represents the full retail list price of the product itself as suggested by the manufacturer or supplier, the retail value estimated in accordance with industry custom and practice, or the estimated retail value for a comparably featured product offered elsewhere and may not reflect the actual retail selling price. The retail price is a comparative price estimate and may or may not represent the prevailing price in every area at a particular time. Moreover, products displayed on the Site may be limited as to quantity, price, availability and/or lead time. Thus, Ashford does not warrant the availability, availability at a certain price, quantities available or available at a quoted price, and/or lead time of any product. In the unfortunate event that there is an error or inaccuracy, ******* will endeavor to resolve the issue to your satisfaction. If a product ordered is not as described on the Site (other than errors in price), Ashford will offer a full refund of the purchase price, provided that the product is returned in accordance with our Return Policy. If the correct price of a product ordered is higher than ********* stated price at the time of the order, Ashford will, at its discretion, either: contact you for instructions before shipping (and, if you request, cancel your order and refund the full purchase price); or cancel your order, refund the purchase price and notify you of the cancellation. However, unless otherwise agreed to by ******* in writing, the right to a full refund of amounts actually paid by you in accordance with our Return Policy for any order cancelled or returned for any of the reasons set forth in this paragraph shall be your exclusive remedy
  This order was cancelled on March 17th due to this issue and the customer was notified via email as well as phone. Per ******************** request, we contacted our vendor to see if they could honor the previous price.
  On March 28th, 2023 our vendor confirmed we could honor the previous price. ******************** stated that he had purchased the item at a local ****** and were not interested in a replacement item.
  For any further questions or concerns, please do not hesitate to contact us at: ************ or ****************************
  Thank you in advance for your understanding.
  Sincerely,
  ********** **
  Customer Service Manager

*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. ↩