Ashley Stewart is an American retailer of plus size clothing. I'd heard good things, so I tried it. Here's what happened after I placed an order (my second) yesterday:
On 23/10/2013, at 3:41 PM, Ashley Stewart <email@example.com> wrote:
PLEASE NOTE THAT YOUR ASHLEY STEWART ORDER (#74116765) HAS BEEN PLACED ON HOLD FOR ONE OR MORE OF THE FOLLOWING REASONS:
Different billing & shipping addresses entered
Your order exceeds a certain dollar amount
Past history of fraud or chargeback has been identified
Unable to verify billing address information (i.e. non US credit cards)
In order for us to process and ship your order, we require that you provide us the following information via fax or scanned copy via e-mail:
1. Form of ID (driver's license or passport) and
2. A copy of your credit card (front and back). You may block out the eight middle digits
If the address on your driver's license does not match the billing address on your credit card statement, please also include one or more of the following:
1. A VOID check or
2.A billing statement with your billing address on it. (We can not accept any verification information that is hand written)
Please refer to your invoice # on your fax, email or when calling Customer Service.
We can not process your order until we hear from you. Unless we hear from you within the next 48 hours (2 business days), your order will be cancelled.
We apologize for any inconvenience however, this procedure is necessary to help protect you, the consumer, from identity theft as well as protect our business from fraudulent credit card transactions.
Please call Customer Service at 866-284-0424 or fax Order Verification at 866-220-8715 or email your information to
Once again, thank you for shopping with Ashley Stewart!
Dear Ashley Stewart Team,
I am an Australian citizen who is spending her vacation in the USA. About 3 weeks ago, I tried to order from your website and have goods delivered to my hotel in Orlando. When I received an email just like the one below, I supplied via email, edited copies of my credit card, my drivers licence and my passport, as requested. That order was subsequently cancelled, by you, much to my disappointment.
You have now sold out of many of the items I ordered, yet I persisted with your brand. I had heard good things! I placed another order yesterday, to be shipped to my home in Australia. There is no discrepancy between my billing and shipping addresses. You can verify everything you need to verify, and I have already supplied you with copies of documentation you requested.
And today I received another email advising me that my order is on hold.
I do most of my shopping online. This year, I have spent over $20,000 online. I made my first online purchase from an American website the day before the September 11 attacks, over twelve years ago. Since then, I have purchased online from Amazon.com, CafePress, Macy's, Modnique, smaller US retailers, the Radisson and Hilton hotel groups, Hertz, Virgin America, TLC Limousines, Circle Line Tours as well as countless Australian websites.I have worked for over a decade to develop and support online transactional websites.I have never had dramas like this with any retailer except Ashley Stewart.
If you are in a position to supply the order I placed earlier this month, please advise me. If not, please cancel all orders and my account with Ashley Stewart. Dealing with your organisation is just too hard.