ComplaintsforAshford.com

• 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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  order *********** 800 us dollar watch received did not have cardboard sleeve on watchbox and no protective plastic film on watch as all new watches ship, so this was most probably a returned item, probably because it was malfunctioning, and resold to me. There were fingerprints on it. No big deal although disappointing, inspected the watch and seemed OK, so resized bracelet and wore it. After 2 hours, noticed time was way off. After closer inspection, watch second hand always stopped at 35 second **** when stationary, but when moved or lightly tapped with finger, would start up again (the watch was fully wound), so this is not normal.After reading return policy which I should have thoroughly read before buying, saw that I was on the hook for an approximate 50 dollar shipping cost from where I live. Had also paid customs duties and taxes amounting to 265 ******** dollars, which is retrievable but complicated.Return policy excludes items that were worn and resized (bracelet). Returning to original size very easy. **************** is full of hassles, they want pictures and videos galore which would not prove anything anyway, and I don't carry a cellphone. No guarantee that I would have it replaced with a brand new, never opened, never handled item.Company completely disinterested in resolving an almost but not brand new watch sent in a malfunctioning condition. Watch advertised as being brand new never used in original factory state.It will cost me cheaper to have the watch fixed by a local ***************** learned, read the fine print in policy beforehand, which is far inferior to other shops. Others help, and they pay for everything.

  Business response

  03/13/2023

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

  To Whom It May *********** ********************

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

  The customer first contacted us, by email on February 25th. Regarding their watch in order#
  *********** complaints of the plastic protective film not being present at the time of opening
  the watch, they also said there were fingerprints on it, however, said it was not a big deal, even
  though they implied we sent them a returned watch. They inspected the watch, which in looks
  was okay, and then they resized the bracelet, worked okay for a few hours, and then stopped
  working. They explained the watch jams at the 35-second hand position, they have tried resetting
  and it only works for a few hours. The watch was a bad buy, per the customer, and then went
  into berating us on our warranty and our policy, as per them they received a defective watch and
  are stuck with it. They sent three back-to-back emails, eventually explaining not being happy
  with the policies. We replied to their email. Explaining the international final sale policy is for if
  customers change their minds, do not fit, etc., and does not apply if the customer received a
  damaged item. Unfortunately, as the item has been sized and worn, we have to review the
  information with the vendor.
  

  We asked for photos and videos, and explained customs does tend to open packages to review,
  we send the items in new condition and if by any chance it did not arrive in the condition they
  expected, we would not know until we were informed by the customer. Per the customer, they
  are not very good with pictures and videos but said would try however, we never received
  anything. They also stated in any case, you wont see anything out of place, and the watch does
  not work as it should. As far as sizing the bracelet is concerned, I can reverse that very easily.
  They then just started berating us, regarding not being authorized dealers, which we are, and per
  them, they contacted the manufacturer who said we are not authorized dealers, which again we
  do not have any evidence of as no screenshots were sent, no pictures of the watch, no videos, etc.
  We stopped replying to their email, as they started to use offensive language. When asked to not
  use offensive language said they have not, when they have.
  

  We, unfortunately, cannot offer anything as we did not receive any kind of verification, even
  trying to send photos or videos to review. We were only ever answered with more accusations
  and berating. Unfortunately, due to our return policy, international order policy, and warranty
  policy, we are unable to offer a resolution, as the customer, wore the watch, modified it by sizing
  the bracelet, and had the watch repaired outside of our warranty.
  
  
  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

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a *********************** watch on February 4th #**********7 and the tracking ****************** says it was damaged and I have not received it I have been emailing asking for updates and it seems like they are just ignoring me at this point.It has been 22 days since I placed the order and I have not received a refund.This customer service is terrible and leaves a bad taste in my mouth, at this point I just want my money back.

  Business response

  03/06/2023

  ********  ** * ******** *************************** ******************************************** *** * ************ ** *****
  
  To Whom It May ********
  The following is in response to BBB Complaint filed by customer ***************************
  The customer contacted us February 8th, regarding the package being damaged and discarded, we replied back the next day February 9th saying we would reach out to **** We had reached out to **** as *** never contacted us regarding the damage. The process usually for *** claims can take 5-8 business days, we need to do a claim, as per *** website it was damaged however we never received information from them. We have to confirm the claim with *** to move forward with the next steps such as a refund or replacement if we had one to send and the customer wanted it. Please note, the *** process usually does only last 5-8 business days, however can take longer depending on **** We have replied to customers every email in a timely manner. We reply within ***** business hours from the email sent, every email they have sent has been replied to within the time period. Please note, weekends (Saturday and Sunday) are not counted towards the business days.
  We have refunded the customer fully to the original form of payment.
  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

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a watch and returned it. Received an email from the business saying that they received the return and process my refund. I never received the refund.

  Business response

  01/24/2023

  
  Jan 24th, 2023
  
  To Whom It May ********
  The following is in response to a PayPal Chargeback filed by customer *****************************
  This order was placed on December 10th, 2022. The Order was shipped on December 12th, 2022 and delivered to the shipping address on December 13th, 2022.
  ********************, contacted our customer service via phone and email on January 3rd, 2023for a return for the item. Our customer service provided the Return Authorization Number (RMA) on the same day.
  Our returns department confirmed via email that the return was received on January 16th, 2023. We do advise all customers that the total time frame for a return to be process and refunded is up to 10 business days.
  This order was refunded on January 23rd, 2023 at 4:41 p.m. with a credit memo email being sent to the customer.
  We have attached pertinent documentation to this response, including the proof of refund.
  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

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a watch from ******* and sent them an email the same day asking to cancel, they said they were unable to and it was shipped out. I returned the item and paid over $17 to return it. I have now been waiting over two weeks and no refund. I have emailed them multiple times and have made a PayPal complaint and it still has not been resolved.

  Business response

  12/22/2022

  ******** ***** **** **** ********* ********************* ********************************** ***** ** *****
  
  To Whom It May ********
  The following is in response to a BBB Complaint filed by customer *********************. We do see that ************ opened a PayPal chargeback for this order.
  The chargeback was closed in ************** favor and the funds have been returned.
  
  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

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a watch on 5/6/2021 trusting Ashford's 1-year warranty. Since Ashford is not a registered dealer, the manufacturer does not warrant the product. The watch failed in October. I tried changing the battery but it still did not work. I contacted Ashford on 1/12/2022 for a repair or refund. They refused the warranty saying I had opened the watch to change the battery. It is against consumer protection laws to void a warranty for opening the product. I am therefore seeking a repair or refund, and for Ashford to cease such behavior with other customers in the future.

  Business response

  07/27/2022

  **** ***** **** ** * ******** ********************* *************************************** ******** ** *****    
  To Whom It May ********
  The following is in response to a BBB complaint filed by customer *********************.
  ****************** contact our customer service via email on January 12. ****************** did have the watch case back opened and battery replaced which is outside of the warranty parameters we have for Ashford.com. *** ******* has not spoken to Ashford.com in regards to this issue since this email.
  We do disclose on our warranty page:
  Please note
  - Non-Manufacturer warranties are valid only at Ashford. Repair or warranty service performed by someone other than Ashford will void these warranties.
  - To the extent permitted by applicable law, Ashford disclaims any liability for consequential or incidental damages for breach of written or implied warranty on any item, including merchantability or fitness for a particular purpose.
  We are reviewing the warranty laws and will update accordingly if needed.
  We would like to offer the following to ******************:
  Repair evaluation on the item to attempt to resolve the watch issue. Return shipping is on the responsibility of the customer.
  We have attached all correspondence and pertinent documents for this case.  
  For any further questions or concerns, please do not hesitate to contact us at: Phone************* or ***************************.  Thank you in advance for your understanding.
  Sincerely,
  ********** **
  Customer Service Manager.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** **************** ** ***** **** ** *** ****** ********************** ******* ******** **** ****** **** ******** **** ******* ** **** ***** **** ***** ***** ** **** *** ************** **** ***** ***** *** **** **** **** ** *** ****** ***** ****** *** **** ******* ** *** **** ** ********* ** *** *** **** ** ****** **** ***** **** *** * ****** *** ****** *** ** *** ***** ***** ** **** *** ************** **** ***** *** **** **** **** ** **** ** ********* ********* *** *** ************* **** *** **** ******* ***** ******************** ******** ************** *************** ***************** ****** ********* *** ** ***** **** ** *** ** ***** **** *** ******** ******* *** ***** *** *** ** * ********* ** ** **** ** ********* *** ** ******* ****** ** ************* **** ***** **** ** ******* ****** ********* *** ** ***** **** ** *** It is apparent that even having contacted your customer service department within minutes of opening the box containing the watch and disclosure of it's condition at that time with photos, that your company is selling used goods as new. This is the third substandard transaction within my household. First was an Edox watch in December, second a ******** 1 week prior to the Solar Aqua. The other two were a band repair needed for the Edox , the ******** came with only 1 side of the leather strap. I kept both due to the ease of correction. This however is unacceptable, a watch with a broken crown is not a $60 fix on top of the purchase cost. I have already contacted both my bank and the ************* attorney general's office. I have receipt of pickup as well as a phone record of when my complaint was initiated. Your company will not be allowed to simply sale a faulty item at fair market value. Sent from Yahoo Mail

  Business response

  06/14/2022

  **** ********* ** * ******** ****** ********* ******************** ******** ** *****    
  To Whom It May ********
  The following is in response to a BBB complaint filed by customer ****** ***************** ********* contact our customer service via email with an image of the item on their wrist on May 15th,2022. They sent a secondary email stating Recently purchased crown not tighting when screwed down. *** ********* did contact our customer service via phone on May 18th , ************* AM. Due to higher customer request volume, our customer service had not been able to handle *** *********s request, which we addressed and apologized to *** *********.
  Our customer service did email *** ********* a return authorization as well as a label to return the item. In our returns emails, we do state,  All returns are contingent upon an inspection by the ******************* The ******************* will certify that the merchandise is unworn, unused, undamaged, unaltered and still has the original tags, plastics, box and manual before the refund will be processed. Items determined to have been worn, used, altered, or damaged will be returned and no refund will be issued.
  Our returns department received and reviewed the return on June 2nd with the following findings:
  Smells like sunblock
  Case is scratched,
  Band loop is glued to the band and won't move. 
  These findings are all congruent with user wear. Regrettably, according to our returns policy, we are not able to provide a return on worn merchandise. Our returns department did check the crown and found due to the wear, they cannot determine if the item was defective, or the issue arose after use.
  *** ********* watch was returned with the tracking number, ******************. The watch was returned to the customer protected in the packaging in the same condition we received it. Regrettably, we are not able to offer a return or an exchange as the item shows signs of user wear and use.
  For any further questions or concerns, please do not hesitate to contact us at: Phone ************* or ****************************  Thank you in advance for your understanding.
  Sincerely,
  ********** **
  Customer Service Manager.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a watch on Feb 8. Order #***********. The watch ordered was a fendi watch SKU: F370534541. The watch arrived and after 45 days broke. Which was unusual since this was a pricey watch. This was unusual since the watch had no damage it just stopped working and the gold rim on the inner watch came off. When I reached out to Ashford they refused to refund me and didnt let me return the item. The only option they gave me was to send the watch back, shipping would have to be on me and then decide if they can fix it. At This point I had lost faith in Ashford and gave it into a watch dealer to repair. The repairs costed me over $100 and a week later it broke again. When I initially gave the watch into the watch repair the repair guy told me that the watch is faulty and that the merchant SHOULD not have sold me a watch like this. At This point I dont have a working watch. I would like to be refunded the full amount the watch costed me which was a little over $300.

  Business response

  05/31/2022

  May 31st, 2022
  
  To Whom It May ********
  The following is in response to a BBB complaint filed by customer ***** ********.
  This order was placed on February 4th, 2022. On April 11th,2022, ********************* contacted our customer service via email indicating the inner ring of the dial had fallen off. This is covered under our warranty and ******************** was provided the instruction on how and where to return for the repair.
  We do disclose on our repairs policy that items returned for a repair are not eligible for a return label and the shipping is the sole responsibility of the customer. ********************** will cover the return shipping to the customer after the item has been repaired.
  ******************** contacted our customer service via phone call on April 11th, 2022, at 01:33:32 PM EDT, requesting a return shipping label, which they were advised we could not provide as it does not fall within our repairs/warranty policy. ******************** also requested a replacement instead of a repair which is also not something we can accommodate as it is not a part of our repairs/warranty policy. ******************** was advised we can provide the repair instructions again if needed but we would only be able to do the repair. The conversation was ended by ******************** on April 11th, 2022, via phone at 01:48:06 p.m. EDT.
  Ashford.com had not received any further correspondence since this complaint. We do understand that ******************** had the item repaired locally at their own expense. Regrettably, as having repairs completed outside of Ashford.com s repair center, unless covered by the manufacturer's warranty,does void the warranty of the item. This information is also available on our warranty policy.
  We are very sorry for any inconvenience this has cause ********************, however, we are not able to offer a refund for the item as we did offer to do the repair free of charge, the customer only needed to return the item for the repair. As the customer had the item repaired, outside the warranty parameters, we cannot provide repair as the warranty has been voided.
  Please see all attached documentation in regard to this matter.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

  Customer response

  06/01/2022

  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:

  Since ashford sells damaged goods they are the ones solely responsible for that. I need  my money refunded!

   

   

   

   

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

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

  Business response

  06/21/2022

  June 21st, 2022
  To Whom It May ********
  The following is in response to a BBB complaint filed by customer ***** ********.
  This order was placed on February 4th, 2022. On April 11th,2022, ********************* contacted our customer service via email indicating the inner ring of the dial had fallen off after having the item for 2 months. Regrettably, we cannot say for sure if it is a manufacture defect or user error, which is why it would have needed to be brought in for repair.
  This is covered under our warranty and ******************** was provided the instruction on how and where to return for the repair.
  We do disclose on our repairs policy that items returned for a repair are not eligible for a return label and the shipping is the sole responsibility of the customer. ********************** will cover the return shipping to the customer after the item has been repaired.
  ******************** contacted our customer service via phone call on April 11th, 2022, at 01:33:32 PM EDT, requesting a return shipping label, which they were advised we could not provide as it does not fall within our repairs/warranty policy. ******************** also requested a replacement instead of a repair which is also not something we can accommodate as it is not a part of our repairs/warranty policy. ******************** was advised we can provide the repair instructions again if needed but we would only be able to do the repair. The conversation was ended by ******************** on April 11th, 2022, via phone at 01:48:06 p.m. EDT.
  Ashford.com had not received any further correspondence since this complaint. We do understand that ******************** had the item repaired locally at their own expense. Regrettably, as having repairs completed outside of Ashford.com s repair center, unless covered by the manufacturer's warranty, does void the warranty of the item. This information is also available on our warranty policy.
  We are very sorry for any inconvenience this has cause ********************, however, we are not able to offer a refund for the item as we did offer to do the repair free of charge, the customer only needed to return the item for the repair. As the customer had the item repaired,outside the warranty parameters, we cannot provide repair as the warranty has been voided.
  Please see all attached documentation in regard to this matter.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

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed an order on 10/15/2021 at 11 am, The shipping policy states that an item will ship in 48 hours from the date of order, and might be delayed 1 day if order was placed after 11 am. It is now 10/22/2021 and my item is still pending shipping. After 3 days of waiting for shipping confirmation email, I emailed customer service and they have not responded in the 24 hours they promised they would. I sent a Facebook message to them and have received a response that was not satisfactory- to the effect- sorry for the delay , we have contacted our vendor but they have not replied to our email. I called wanting to speak with a person, and got a hold of the same person that messaged me on Facebook. I asked her why my customer service email was not answered and how come they are ok with not being contacted back by the vendor - when they have not shipped and item as promised. Nothing. . I told her they should communicate with costumers when delays happen this is a gift ordered in time; looks like I might not get it in time for the bday. I have asked to have my item overnighted , but she said - no guarantee on that. It has been a week- holding my $$$'s hostage and I am not given a reason on why my item has not shipped- nor I have any communication that my item will be shipped anytime soon. Item still for sale, same price. I do not want a refund- I want my item I ordered and I want it asap. It is a gift that was requested and is expected and I am very dissatisfied with the unprofessional behavior, lack of communication, empathy and desire to please a customer. I told the lady that I would file a complaint here and she didn't seem to care. She said I wish you would not. I asked where the item is shipped from- I was told Florida. I asked if they can contact the vendor by phone and I was told by their chat representative that the vendor does not have a phone...? What? Conducting business and not have a phone? I cannot believe the dishonesty. Ship the watch. ******

  Business response

  10/25/2021

  ******* **** ** * ******** ****** ******** **** ****** ******* ** *** ********** ** *****
  To Whom It May Concern,
  The following is in response to a BBB complaint filed by customer ****** ********.
  *** ******** contact our customer service via Facebook for status on their order. Generally, our processing time is 1-3 business days from the date the order is placed, unless placed on Friday, over the weekend, or after 11:00 a.m. EST on a business day. As the order was placed after 11:00 a.m. EST on October 14th, the order began processing on October 15th. Regrettably, our vendor did not notify us of any issue prior to the issue being reported by the customer. WE followed up with the vendor several times but to no avail. Regrettably, the vendor only works via email with no phone number.
  We have received notification that the order shipped via UPS ******************, today October 25th, 2021
  We have also issued a refund for $25.00 as an apology for the delay.
  For any further questions or concerns, please do not hesitate to contact us at: Phon************** 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. ↩