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:07/31/2023

  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.

  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

  Date: 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

  Date:03/28/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/21/2023

  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.

  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

  Date: 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

  Date:02/28/2023

  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.

  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

  Date: 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

  Date:02/27/2023

  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.

  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

  Date: 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

  Date:01/23/2023

  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.

  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

  Date: 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

  Date:12/16/2022

  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.

  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

  Date: 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