I am not happy with ASH? I brought new wheeled Eddie Bauer duffle bag under warranty for them to fix. ASH said it would be several weeks before they would be able to work on it since they would have to order the part and that they would call me when my luggage was fixed. No problem? except they never called. I went by there several months later and showed them my claim ticket to ask about my item. They couldn't find it ! They searched for about ten minutes before finding it in the back, on the top shelf. It was long forgotten and not fixed. They apologized and said they would call the manufacturer for the part and call me when it was ready. Well, months later, no call?
When I inquired about my luggage on my third trip to their store, they couldn?t find it (again). I was told that because it had been there for a while, it was thrown out or donated. I asked why no one called me before making such a drastic move and I was told they do call several times before getting rid of items. Well, I never got a call. Do you see a pattern?
I do admit I should have been more diligent about checking up on my item. However, I do believe that a business needs to keep their word. Their word is their livelyhood. If they say they will call, then they need to follow through. If they have something they cannot fix, they should be upfront instead of ignoring it. They had two separate incidents where they said they would contact me but never did. They also said they call people before getting rid of their items, but I never got a call. People are busy and will forget! ASH never apologized nor offered to reimburse me for my brand new luggage. Funny thing is that I bought it on clearance for about $20 (75% off), and that would have been all I asked for. Heck, I would have even been happy with a sincere apology. However, their lousy attitude, lack of organization, and lack of customer service has led me to post a negative review. I do not recommend them nor will I ever go there again.
Pros: Friendly at first but changed when they couldn't locate my item and it all became my fault
Cons: Disorganized and not customer oriented, pricey, delays in getting item back