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Business Profile

Cell Phone Accessories

Mason Supply Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Accessories.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Mason has a FRAUDULENT return policy. Do not expect to be able to return a case from Mason. I purchased an $85 Mason case, which was the most expensive case I found. I placed the order (order #*****) on February 16, 2024, via Mason's website (www.followmason.com). However, after I placed the order, I found a better case from Latercase that was more protective of the camera. I wanted to return the brand new, unused Mason case, well within the 30-day return period listed on Mason's website. As instructed on Mason's website, where they state that they'll "happily help you with a return or exchange," I sent them an email to the email address listed ************************************** for them to process the return. I received no response. Two weeks later, I emailed them again. Again no response. A week later I contacted them through the Mason website. Again no response. No phone number is listed. Now I am stuck with an unused $85 phone case that I do not need because I found a better one. I might have just as well thrown my money away. I have never experienced such awful customer service from any other company.

  • Initial Complaint

    Date:08/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    August 5, 2023 - date of transaction #***** - order number $156.18 - transaction amount I have yet to receive product after they state shipment next day of order. I have contacted them through their website, through social media, through email, through mail. They are unresponsive. I ordered an iPhone case they have on their website. I believe this website to be fake.

  • Initial Complaint

    Date:05/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 phone case for my Iphone on 4/29/23. It arrived one week later. I attempted to put the phone case on my phone, but the product did not fit correctly. I attempted to send the item back to the address posted on their website, however, the item got sent back to me as that address does not exist. The phone case costs $85 and my first attempt to return the item costed $8. I did reach out the Mason Supply 10 different times through email as well as social media, and I finally got one response with the correct address. I then sent the item back to Mason Supply using *** with he tracking number of 1ZRF27150337851393. I received confirmation that "*******" received the item on 5/17/23. I have been trying to contact them for confirmation and to see if I can receive a refund. They have not responded. All I want is my original $85 back. I am not looking for shipping costs, which have added to $25 at this point. My order number with them in #*****.

  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am trying to reach the business to get an exchange for an Iphone case. Its been over a week and they will not return my messages. The website provides no address and no contact phone number.

  • Initial Complaint

    Date:04/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased product on order number ******************************* 1-2 days. After no advisement of shipping informaiton I tried to reach out to the company multipule times via email on both possible Support@ and Help@ that were listed without response. Company does not provide a chat, phone or valid address either. Request for Shipping informaiton unanswered. Request for Cancelation unanswered.

  • Initial Complaint

    Date:01/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    November 3, 2022 - I ordered one (1) Iphone leather wallet case. $150.00 price charged to my Am Exp credit card.- Vendor sent two (2) cases, neither case fit. Very poo quality hard case, not luxury leather. - I returned both cases in the vendor's original box to vendor's address, at my expense.Enclosed the original invoices. Enclosed photos of the products returned.- *********** to the vendor's address in CA.- Requested a refund ***** to Am Exp credit card. No refund. No product.

  • Initial Complaint

    Date:12/23/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order with this company for a case and wallet for iPhone approximately a month ago. I have sent multiple emails for status updates with no response. The items have not shipped and after researching it seems like multiple customers are not receiving the items purchased or refunded.

  • Initial Complaint

    Date:11/10/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 Aramid Fiber iPhone 14 Pro Case on Oct 19th. As of today, Nov 10th I have not received any messages, email from vendor about shipping. They do provide a way to check order but it's invalid.I checked on ******** and someone else was also scammed.Taking a deeper look at the web site I saw that there is no support, contact information, about the company. Amex registered the transaction as : AplPay SP MASON ****** **. I checked online could not find any information about this company. This should also be reported to Apple Pay.

  • Initial Complaint

    Date:11/01/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 an iPhone case September 9th. Site says shipping in 1-2 business days. 10 days later I begin asking questions. After a few days they message back saying the case is back ordered, and they will ship in October. Mid October comes I inquire about updated shipping, they say by end of October. It is now November 1st Ive been trying to talk to them since the 29th. They are not responding. Case is now listed as in stock and ready to ship. Ive messaged on ******** and instagram and getting no response. *** asked for a refund they just ignore me. Im now in process of making a charge back.

Mason Supply Co. is NOT a BBB Accredited Business.

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