Reviews 4
4,893 total
CorbinB
1 reviews US
Terrible Customer Service
I purchased a Hamilton pilot pioneer quartz watch, which just arrived. The battery was dead right out of the box as it was not ticking even after setting the watch and pushing in the crown, and the chronograph buttons are not working. Emailed the company's customer service to ask if they would compensate me for a battery change if I provide receipts. It has been 3 days, going on 72 hours, and still no word from anybody. Decided to call the company and supposedly their phone lines are down. 3 days after my order arrived I’m sitting here with a dead watch and no way of getting in touch with anybody. Unacceptable service for a modern e-commerce business where I'm sure the average individual order value is hundreds or thousands of dollars. Won't be doing business with the company again nor would I recommend them to anyone else.
Date of experience: May 02, 2024
Bonita Burns
1 reviews US
This is what I emailed to the company:
This is what I emailed to the company: I would like to know why haven't there been any progress with this order. I placed this order 4-5 days ago and nothing has been done with it. If you're not going to process and deliver my order, please refund my money. I'm starting to get really suspicious about this business because I can't contact anyone by phone and I placed a separate order that hasn't done anything other than had a label created, and now 2 different emails for the same order with 2 different departure times for the same order. Please send me my items, or refund my money on both orders please!!!!!!!!!!!! This is the response from the company: Thank you for your message. Please allow up to 2 business days for a response to your inquiry. Please bear in mind once a ticket is in our system, there is no need to give us a call unless for cancellation requests. If you send another email, please note, your ticket will move to the bottom of the cue list and the 2 business days will reset. Our office hours are Monday-Thursday 9:00 a.m. EST-6:00 p.m. EST & Friday 9:00 EST-4:00 p.m. EST We look forward to serving you. A consequence for contacting customer service? And I still don't know when or if I will get my items!?!??
Date of experience: May 05, 2024
Seb AL
1 reviews AU
DO NOT BE A VICTIM OF ASHFORD
This company offers an absolute garbage service, do not get fooled with their policies or service, their customer service is dictated by one personshe runs the show, refuses to assist and denies any help to sort out the issues. Please read carefully before you purchase from ASHFORD and do not be their victim. The company that does not stand behind its product is a FRAUDULENT COMPANY. Terrible and rude service.
Date of experience: February 29, 2024
Jader C A Neto
1 reviews BR
Broken Watch, no assistance
In november of 2011 I bought with you the best watch in my life so far: a magnificent Bulova that still working perfecly. About 3 months ago I thought I was doing another great buying, this time a Cadola watch that was showed to be a Swiss brand. In feb 8th I contact you but there was no satisfying answer about the sudden stop working of my new watch. I'd have to find a local watchmaker for the repair. A nonsense because it was a brand new watch with less than 1 month of use. Contacting their fabricant for the repair they told me I'd have to send it to... Hong Kong. I refused, of course, because of the high costs of it all on me! Now I got a beautiful broken Swiss-Chinese piece that cost me a month salary and a half.
Date of experience: January 02, 2024
ConsumerAdvocate
1 reviews US
No support at all - will never order from again
No support at all. I understand signature for delivery but allow me to utilize UPS My Choice to hold at location, I've told them I pay for the hold as I have a job and can't be home. They will not and so this will be returned to sender due to incompetence. Update: what then ended up happening is it was sent to a UPS facility for hold for another few days. Since the refund process was now further delayed and I lost trust in them given the lack of support with the delivery I was on the road over an hour to get this watch. Very unpleasant experience.
Date of experience: March 11, 2024
Hassan Akhtar
1 reviews GB
NO BOX AND PAID EXTRA 60 QUID TAX
Absolutely awful service, had to pay over 60 quid tax to get the watch, and it came without a box even though the website specifically says box and papers, now I need to spend another 50 quid on a box. That voice in the back of your head saying don't buy it from this dodgy looking website, listen to it, awful customer service too. Order number #w0001784806
Date of experience: January 05, 2024
Hello, We do apologize for any inconvenience. We do state on our site that all international orders are subject to import fees. As well as in our FAQ's " Yes, all of our new watches come with original manufacturer's packaging. Please note, manufacturer’s do update or remove items from their manufacturers so what you receive may vary. Our Certified Pre-Owned watches will either come in the original manufacturer’s packaging. All items sold by Ashford are 100% brand new unless they are clearly described as “Certified Pre-Owned.” We are sorry if you feel our site is dodgy or our customer service is below standard. We will definitely that we will take your comments into review!
Aron F
1 reviews US
Bought a brand na DONT SPEND MONEY ON A BRAND NAME WATCH THAT IS NOT COVERED "THINGS COULD HAPPEN"me watch and the crown…
Bought a brand name watch and the crown fall off and its only little more that a year old so i sent it to the manufacture and they sent me a big bill when asked them why its not covered under the warranty they told me that Ashford.com is not a authorized dealer so they don't cover it so i called Ashford they told me that their warranty doesn't cover a crown DONT SPEND MONEY ON A BRAND NAME WATCH THAT IS NOT COVERED "THINGS COULD HAPPEN" and you want it to be covered
Date of experience: November 02, 2023
Hello, Thank you for your message. We do apologize for any inconvenience. We do state on our warranty that the crown is not covered and that we are not covered under the manufacture warranty. WE apologize but we are unable to assist with a repair.
MRS
1 reviews NL
order refused twice - they are a joke
I tried to order the same watch twice from the site. A couple of days later an email comes saying the payment method 'was not verified' and order is cancelled because of potential fraud issues. Clearly ridiculous and the same issue as been reported before on trustpilot. I can only think they didn't want to sell the watch at the discounted price. Anyway I ordered the same watch at a more expensive price on Ebay via a seller many people say is Ashford's presence there. Using the same card previously refused I might add. Amazingly because the price was higher the order was accepted no problem. Next we'll see if the watch is actually any good but these people are a joke at best.
Date of experience: July 13, 2023
A K
1 reviews US
Sells open box items as new
I ordered Oakley Men's Sunglasses OO9239-31. Website says its is new. When I recieved it, it was a open box, without case and did not look new. Customer care accepted there was an issue after seeing photos, but did not resolve the issue and replied "We sincerely apologize for any inconvenience this may have caused."
Date of experience: May 12, 2023
EDC No
1 reviews CA
Buyer Beware! Avoid these people.
Buyer Beware! Ashford will not back the products they sell. If you purchase a watch with a defective movement, they will not honor or replace the watch. The second you receive anything, you are out of luck. There are many more online watch retailers that are far more worth of your business. Avoid these people.
Date of experience: August 25, 2023
Hello, Thank you for your review. We do see that you reported an issue with the movement 3 months after the order was received. Regrettably, since the report came after a significant time frame, we do have to follow our warranty policy.
Eric R. aka Boss
1 reviews US
Order cancelled due to pricing error?
Caught a great deal on a watch only to receive an email the next day stating my order was cancelled due to a pricing error! Logged in to see it was only off by $20 - so good bye Ashford - lost a watch fan over $20!
Date of experience: December 11, 2023
Hello, We do apologize for any inconvenience. Regrettably, since there was a pricing error on the order, the order is automatically cancelled. Again, we do apologize for any inconvenience.
Lille
1 reviews US
Scammers
I did place my order for 2versace sunglasses and one watch.one of the sunglasses arrived in bad condition metal handle is scratched,did contact them upon arrival by phone not answering,by email they requested pics which O did send,they have only one super rude over the phone who will tell you the shipping is gonna be on my own expenses and no full refund,however in there return policy ,it is stated for customer satisfaction you can return the product if you don't like for any reason for full refund!so how about defected item?! Absolutely super rude and didn't receive any return label,will contact my bank.
Date of experience: June 19, 2023
Peter
1 reviews GB
Buyer Beware
Buyer Beware! Avoid these people. Buyer Beware! Ashford will not back the products they sell. If you purchase a watch with a defective movement, they will not honor or replace the watch. The second you receive anything, you are out of luck. There are many more online watch retailers that are far more worth of your business. Avoid these people. Date of experience: 25 August 2023 Reply from Ashford.com 13 Oct 2023 Hello, Thank you for your review. We do see that you reported an issue with the movement 3 months after the order was received. Regrettably, since the report came after a significant time frame, we do have to follow our warranty policy. Ashford warranty We offer a two-year extensive warranty on any timepiece bought at Ashford that is not covered by the manufacturer, and a one-year extensive warranty on any Certified Pre-Owned timepiece bought at Ashford. The person reported a fault after only three months well within the two year guarantee The person should be eligible for a free repair or replacement of the timepiece
Date of experience: November 07, 2023
Hello, Thank you for your review. Again, we do apologize for any inconvenience. Since the issue was not reported within the 30 days of delivery, we have to follow our warranty policy. This is a very standard policy within the watch community. Again, we do apologize for any inconveninice.
Ram Hazroni
1 reviews IL
Didnt let me return my order just after…
Didnt let me return my order just after few days its arrive to me
Date of experience: March 31, 2024
Robert Ziegelmann
1 reviews US
Buyer beware
Beware of the Teslar. Nice looking piece of junk. Showed up in nonworking order and I can’t figure out how to replace the battery. Returns seem brut so I’m taking the L. Buyer beware.
Date of experience: November 24, 2023
Dimitre Tzigantchev
1 reviews US
I was sold a defective watch and I was…
I was sold a defective watch and I was not eligible for return or exchange as the watch was already worn. How do you know there is no problem with an automatic watch if you don’t wear it? P.S. Truth be told, I have bigger issues with the manufacturer. They refuse to admit there is a problem with the watch and fix it for free (because it does have a warranty). A guy at a mall kiosk though confirmed quickly, using a simple device, that something inside is broken. What world do we live in?
Date of experience: March 02, 2023
Gonzozap
1 reviews US
They KNOWINGLY Sold Me a Watch With a Bad Band
While standing in line, I heard something fall. I looked down to see my Gevril watch (allegedly valued at over $2k) on the ground. I had the watch for 6 weeks and had worn it maybe 7 times. Ashford said they didn't care since bands aren't covered. They sold me a product that was defective and they know it. That's why the price was probably reduced. I took it to a watchmaker for repair and was told it CANNOT be repaired. It needs a new band. What kind of crappy watch band is that? Now, I have nothing but a watch face and no band. How can you not make any allowance for an obviously inferior band that makes the watch unusable in such a short period of time? It's akin to selling a TV with a bad power cord. A working band is essential to the product since w/o it, I have nothing. I will NEVER buy anything else from Ashford and will NEVER stop posting my horrible, unacceptable experience EVERYWHERE online. So far, the watchmaker, Gevril, has ignored my messages.
Date of experience: May 22, 2023
F Malik
1 reviews US
Be careful buying from Ashford.com
I was buying items in past from them without any issues but this time I have purchased a watch for 4637.90 $ and 2 days later I get email from them asking me to supply them my photo ID and a copy of my credit card which I refused.The amount was already deducted from my credit card and my bank has no issues with this transaction so it’s the Ashford who has more concern regarding the so called fraud than myself or my bank from where the credit card was issued According to Ashford Customer Service these requirements ( photo ID & Copy of the Credit card ) is to prevent possible fraud which is totally ridiculous and now I know why because the price they have advertised is low and they don’t want to sell the watch. I have purchased items on the same day worth of less than 400$ but no photo ID was required for that. Do you know any online shop asking photo ID and copy of the credit card I guess none. So be careful with ashford they are not truthful in the prices advertised online
Date of experience: June 23, 2023
gto srt
1 reviews US
Delivery was not found
Delivery was not in my mailbox at designated time at Friday night. I was proactive and filed missing shipment investigation on USPS website over the weekend. On Monday contacted store representative Bobby and explained to him the whole situation with missing shipment and asked him to take over all this situation because I'm as a customer purchased the product, paid for the shipment and did not received it, so obviously seller did not fulfil their part of the contract. On witch he responded that is my duty and according to their policy I have to file numerous documents like police reports, sworn affidavits to their insurance companies etc... Now they tried to unload all the burden on my head. Thankfully on the next day I received a phone call from my local USPS office and was informed that my package was found in a mail locker but a postman placed the key to the wrong mail box. Situation was rectified and I received an apology, witch I gladly accepted. At the end we are all human. But interaction with the seller left me very negative after taste. They do not want to take responsibility to the full process of their business and can live customer hanging on their own. At the end I want to note that it was my first and last experience with this company. I'm usually dealing with their direct competitors - Jomashop and always have a good experience from their customer service. Sorry Ashford - your web ratings speak for themselves. You need to step up!
Date of experience: September 08, 2023
Hello, We do apologize for any inconvenience. We are glad to hear you did receive your package. hope you are willing to give us a second chance. Have a nice day!
Mark
1 reviews CA
Not a good watch !
I presume Battery is dead. Watch not holding time. Replaced battery - watch loses time still Crappy watch - stay away from this
Date of experience: December 25, 2023
Hello, We are sorry to hear you are having issues with your watch. Please reach out to customer service for assistance.
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About
Ashford Luxury Watch , Designer Watch, Brand Name Watch We offer a broad selection of luxury products, including watches from Movado, Invicta, Gylcine, Breitling, and, Girard-Perregaux, as well as accessories such as sunglasses, boots and, watch winders. (just an example)