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Mason Companies, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Mason Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 185 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:02/14/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
A fraudulent account was opened in my name contacted the company for a week in writing (email) notifying them of the fraudulent account and requesting any orders be canceled, the account be frozen and deleted. Was told multiple times that this cannot be done via email or chat and that I had to Call their 800 number. Called the 800 number multiple times and was never connected with a person. Finally Got through to a person and was told I would be responsible for any bills sent to my residence, even though the account was fraudulent. My billing information was not connected with the account so my call to the company was merely a courtesy to help them manage their loss prevention. Was told that regardless, because my billing address was on file, I would be responsible for any bills. Finally permitted to cancel the account and place any future orders on hold. The company was able to cancel one of the fraudulent orders, but even though I had emailed in plenty of time in the week, another order was not canceled. The company had plenty of time to process my request via email, but refused to do the order or account cancellation through email. Notified a supervisor that this policy lends to scams and does not protect their customers. Supervisor was apologetic, but it was clear that the policy would not be changed Reiterated that they do not do any cancellations through email. This is a poor business practice as a business owner myself if someone is able to apply for their credit card fraudulently in my name online and order products from them online through email I should be able to cancel, order or close an account that I never opened through online communication. Companies like this one give businesses a bad name and might as well be handing scammers a bank account. If the only thing needed to open an account and use someones identity is their name and an address this company has made a pathway for anyone wanting to steal more than possible. Worse they dont care.Business Response
Date: 03/12/2025
Dear *******,
I have reviewed your complaint. I understand your frustration with this serious matter. We take our customers' security very seriously and work to ensure their information is protected. We have worked very hard to put additional security measures in place to prevent this. We value every customer and potential customer and thank you for your time bringing this matter to our attention.Stoneberry Customer Care
Initial Complaint
Date:02/14/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 call today to place an order for hoka gym shoes, I want to go on the payment plan of $14.99 she said it wouldnt be a problem she has for the last 4 numbers of my social security I told her I didnt want to give her that information because I didnt want her to run my social security since Im buying a house she promise she was doing that after I gave her the last of my ss I got the alert that someone ran my credit. I looked at it right away while I had her on the phone and I told hershe lied to me because its showing that your company Mason ran credit on me. I expect the company to erase that off my credit after I told her run my credit and she said she wasnt going to, but then again she lied and thats not business like at all people like this youdo not want in your Company. I expect you guys to remove it off my credit and I made the call at about 255 so you can look her upand see who she was. I also had the code for free shipping. She tells me I cant use that. That was a savings of what $17 so I need all this to be taken care of.Business Response
Date: 03/14/2025
Dear ****,
I have reviewed your complaint and apologize for any inconvience this may have caused you. We encourage our customers to read the terms and conditions of the credit plan before submitting an order to ensure there is full understanding regarding the use of it. Just like any credit card or line of credit applied for, a credit check will be ran on ones credit report. Our agents don't run the report themselves, but once an order is placed that process is set in motion automatically. I do see that free shipping should have been applied to your order and I have removed that charge. Again, we do apologize for any incovience.
Mason Easy Pay Customer CareInitial Complaint
Date:02/12/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- 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 made my payment too early and they will not apply it to the appropriate place. I made my February payment on January 16th and instead of applying it towards my February payment they put it towards my balance. They refuse to correct it even with me explaining and having proof with my payment history that I was a month ahead. I spent over 2 hours, was transferred at least ************************************************************************* not.Initial Complaint
Date:02/12/2025
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
Supposedly the transaction date was February 1st 2025. We did not make any orders. They keep sending us things through the mail like for example: letters saying we owe them money, which we do not. We have never ever ordered from this company or have attempted to get credit from them. They even dinged our credit report. I called them up and they told me that whoever ordered from them was not my husband. So it is fraud. They just told me not to worry about it. It is on my credit report, I am going to worry about it! Please, I want no more contact with this fraudulent company!Initial Complaint
Date:02/11/2025
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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.
On 2/10 I received a package that I did not order. They gave told me that I ordered it on 2/5 between 5:30-6 CST. I asked to speak to a supervisor and they told me that the **************** closed at 7 p.m. CST and that it was 8 p.m. I told them that the department was not closed since they are a hour behind me and it was only 6:41 p.m. ESTInitial Complaint
Date:02/10/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 had never heard of this company before 1/31/25 when I received an email confirming my order using their in house "credit". I contacted them via phone when they opened on 2/3/25 and they said the flagged my account as fraudulent and would get back to me. I received another email on 2/3 saying the item has shipped(as of 2/7 tracking is still pending) on 2/5 I got another email saying additional items were ordered on my credit account. I reached out to them again and was given the same story, they flagged it and I would receive a letter from fraud department in 7-10 days. The address listed as the shipping address is mine so its not someone else trying to get things under my name so I suspect it is them trying to rack up charges and then try and debt collect me. online research shows similar stories from this company. At this time I have not paid them anything but I want to ensure they close my account and remove me from there system and nothing is reported to my credit account. They opened a fraudulent credit account under my name with my information but i had never contacted or heard of them before 1/31/25 when I received the email.Initial Complaint
Date:02/07/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 received a package from a company (*******) on 2/6/25. I did not order this package. The company then opened a line of credit in my name and ran a hard credit check. This was all done with a false email address. If I want to return the item that was sent I owe them money. I also received a notification for identify theft when ******* attempted to run an hard credit against my account. I then received a physical package. According to other individuals, this has happened before to other unsuspecting individuals. *********************************************Initial Complaint
Date:01/28/2025
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 previously ordered a pair of white Travelbound by Propet sneakers in size 9 ** wide. I ordered from their catalog, and mailed in the order, along with my check of $106.06. Later, I received the shoes, but in the incorrect size of 9 X. As I was indisposed for a little while, I did not return the sneakers until about 1-3 weeks later. But, I explained the error and boxed them back up, and took them to the post office. There, I paid the postage to have them mailed back, and left them at the post office. I waited and waited, but no shoes came. So I called the company back and was told that they never received them back. I spoke to a Supervisor too, as I can just barely understand the foreign Asian people whom they hire to answer customer calls. The Supervisor denied receiving the shoes, and basically told me that I was just out of luck, since I did not save the post office receipt. Now, I am out of $106.06 as well as never having received the shoes I had ordered. BUT, I think that they DID receive the shoes back. In a recent Masseys catalog, those same shoes were not featured. I think they did not have any of those shoes available in my size, and just knowingly sent the closest size anyway. I think perhaps they no longer have those shoes to offer, and just decided to keep my money and deprive me of the refund that I am due. I noticed that the attitude of the Supervisor was pretty gleeful about my being deprived. I think somebody at that company got selfish and greedy. I want a refund!Initial Complaint
Date:01/25/2025
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- 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 2 pairs of shoes for Christmas, received a shipment in November. One pair I ordered and another pair of the ugliest shoes ever. I called MEP immediately and expressed my disappointment and asked why they send those and how to get the original pair of shoes I ordered. They said I must return the ugly ones and they would send the pair I wanted for a present. Once I returned them I called to confirm they received them and would mail out the ones I wanted. MEP now said they are on back order and I could not get them until after Christmas. That was absolutely not acceptable. I asked to cancel any back order and to refund the money they charged for the ugly shoes I had returned. They did and my account balance went down to $81.+ after I made $25.00 payment. I called to make my January 2025 payment and my balance is now back to the original balance. I called MEP CS and that they sent me shoes I ordered on 12/20/24 and they were left on my porch on 12/27/24. I DID NOT ORDER any shoes on 12/20/24. I was out of town for the holidays on 12/27/24. I DID NOT RECEIVE any shoes. MEP say I must pay for the shoe even though they acknowledge they made a mistake. They REFUSE to take the charge off my account. I have made several calls and sent hours on the phone to resolve this but I feel like they are trying to scam me by making me pay for something I didnt order. I am a senior citizen trying to maintain good credit and abide by all of their rules but I WILL NOT PAY for merchandise that I did not order or receive.Business Response
Date: 01/28/2025
I have reviewed your complaint. I do apologize for the frustration this issue has caused you; I also apologize for our mistake in not cancelling the exchange item when you originally received an incorrect item in your package. I do see that you spoke to a ************* representative on 1/15/2025 and they noted your order that they exchange item was not received by you and sent a claim form to your address. Once we have the claim form on file, we will be able to remove this charge from your account. You should receive the claim form within 5-7 business days. Please fill it out and return to us so that we may get this issue corrected in a timely manner. Again, I am sorry for the inconvenience this has caused you. Thank you, Mason Company *************s.Initial Complaint
Date:01/17/2025
Type:Order IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 called to get my account closed and they refused to close it. They gave me the run around all day long. They would never let me talk to someone that would close my account. My account has a zero balance.Business Response
Date: 01/17/2025
We have reviewed your complaint. I do apologize for any miscommunication that may have occurred. Looking into your Masseys account I am showing it has been closed as requested by you. Thank you, Mason Company Customer Care.
Mason Companies, Inc. is NOT a BBB Accredited Business.
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