My complaint with Ashro is their shady policy on refunds/exchanges. I have bought several items from them and have had some issues with the quality & sizing of their products. I received a dress that I ordered and it turned out to be way too big. I looked online at the return policy that says I need a RMA code. I called their customer service department and was told I no longer need this just to return it for an exchange at my convenience. She did not ask me my name nor account number. I boxed up the dress and returned it. A couple of weeks went by and I checked my online account and did not see a credit or another shipment had gone out. I had also since ordered another suit from them. I sent an email to their customer service department and this is the exchange between us:
Thank you for contacting Ashro Lifestyle Customer Support.
We regret to inform you that the Mock Wrap Dress was returned outside of our 30 day return policy and we will be mailing it back to you. Please accept our apologies for any inconvenience we have caused you.
We hope this information is helpful to you.
Sincerely,
Ashro Lifestyle Customer Support
After I received this email I asked what date they are calculating the 30 days from and was told the 30 days is the date from when they invoice the customers. There is no way to verify when that was done and it takes roughly a week to receive their items so their slow shipping time is cutting into the customer's 30 day window. Also they are mailing the dress back to me AND charging me another shipping charge on my account. So I sent another email back with these questions:
That's fine. I have a couple of questions:
1. What date was the dress sent out and what shipping company did you use?
2. Is this 30 days from the date I placed the order or recieved it?
3. I need a RMA number because I am returning the last suit I ordered now. Order Number: 27938105
4. How do I close my account?
I appreciate your swift response.
This is the response I received:
Thank you for contacting Ashro Lifestyle Customer Support.
The Mock Wrap Dress has not been resent yet. The 30 days is from the date that you received the order, which was 12/30/08. We have noted that you are returning the Soraya Skirt Suit from order 27938105. You will not need a RMA number for this item. You may fill out the enclosed return slip and return the item to us. We have removed your name from our mailing list, and closed your account as you requested. However, you will continue to receive invoices until any account balance you may have is paid in full. Please discard any future catalogs that may have already been mailed.
Firstly, they have no way of knowing when I received the dress to calculate the 30 days (and their shipping takes FOREVER). Second, I did not request that my account be closed, I only inquired as to how it could be closed if I so choose. I feel closing my account is retaliation because I voiced my complaints about their questionable return policy. Also, as of today, March 22, I still have not received the dress they claimed to be sending back. I should have been smarter and checked their numerous complaints on the Better Business Bureau's website about the same thing. Beware!
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