ComplaintsforMason Companies, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I return two pair shoes and I paid $114 dollars and they only paid me back $89 dollars of my money and I talk to someone about them and they told me I didn't tell them about why I return them and I told her they didn't fix .and now they give me the run around about my $25 dollars

  Business response

  06/04/2024

  Hello *******,

  According to our return policy the Customer is responsible for the cost of the original shipping and the use of the label. That is why you did not receive the full refund back. 

  Thank you,

  The **************** Supervisor

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a catalog from Masseys. I placed an order from them. A few days later I changed my mind and tried to cancel the order and card before it had been shipped. The company told me that I had to wait for the shipment to come to me before I could cancel the order and card. I just hen received the order with a return label. I then proceed to ***** to return the order. I then called the company to notify them that the order had been shipped back to them and to cancel the card. The following month they have billed me with interest on this card. I need this to stop because. I did everything to cancel the card and order before it was shipped to me. The company is refusing to stop with the monthly bill and interest payments.

  Business response

  05/22/2024

  Hello ****,

  As explained in our return policy, when refunding an order you will still be responsible the original shipping and processing and the use of the Smart Label you used to return the package. It is noted that you spoke with a **************** Representative that explained this. Once the account is paid off we would be happy to close it for you. 

   

  Thank you,

  The **************** Supervisor

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********** keeps billing me for an item that I paid to ship back. A defective item. They appear to only be recrediting me $138.76.Instead of the full $160.10. I sent it back right away too, did not keep it. I paid the return shipping. Now they keep billing me for shipping plus only giving me a partial refund. I rebuke this bill. This defective item was sent back and I paid the shipping. I WILL not pay a bill I do not owe!

  Business response

  05/24/2024

  Hello *****,

  According to our records you told two different people that you found the ice maker at a lower cost somewhere else and you wanted to send it back. As they had told you, you are responsible for the original shipping and the cost to send it back to us. 

  Thank you,
  

  The **************** Supervisor

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THEY ARE NOT TO THIER WORD. THEY CHARGED ME $44.08 FOR THE RETURN OF THE MERCHADISE. THEY SAID FREE SHIPPING AND IT IS NOT FREE SHIPPING. THEY CHARGED ME $10.99 TWICE AND THEN THEY CHARGED ME $16.99 SHIPPING ON ONE PAIR OF SHOES. I WOULD LIKE MY FULL REFUND ON THE SHIPPING THAT I PAID FOR.

  Business response

  05/15/2024

  Hello ******, 

  After some research I am unsure where/when you were told it was free shipping?

  It is stated in our return policy that is located on our website: "Using the ***** return label will deduct $10.99 from your refund amount to cover the return shipping and processing fees (sales tax will apply to residents of certain states). ***** return label service is not available for APO/FPO, ******, ******, or U.S. Territory shipments. Some orders ship directly from the vendor and may be excluded from ***** return label service."

  Thank you,

  The **************** Supervisor

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 4/10/2024 for two pair of sneakers. When I got my order it was not what I requested. I called customer service and they said for me to return the order and that I would receive either a refund or a credit. I spoke to a supervisor ******* on 5/9/2024 and he said that they received the return but they still have not decided to give me a return or credit. In the meantime I'm still being billed for the two shoes I never received.

  Business response

  05/13/2024

  Hello *******,

  After reviewing your account I see that we have received your shoes back, we have not processed them in yet. 

  Please allow ***** business hours for the refund to apply. 

  Thank you,

  The **************** Supervisor

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered(order number ********) shoes from Mason and never received them. The order was placed back on April 8th 2024.The shoes were delivered to an old address that Mason had on file. However, at the time of the order Mason Easy-Pay had my current address that I have been living at since 2018.Upon finding out that the shoes were delivered t the wrong address I called Mason Easy Pay and spoke to a person in their customer service department. They advised me that Mason would be sending me a "Tracer Form" so that I would need to fill out and send back to them. The Tracer Form was never sent within the 5 to 7 day window. I called back and was advised that the credit department would remove my debt of $110.08 and that they would send another Tracer Form. Again no Tracer Form after waiting another 19 days.I called on 5/6/2024 again to the Mason Easy Pay customer Department and advised that the charge had not been removed from my account nor had I received the "Tracer Form".I was advised that they would send another "Tracer Form" out. The payment is due on Friday 5/10/2024 and the product has never been received.I am requesting that Mason Easy Pay cancel my current bill of $110.08 and now cancel my credit line. This company is not forth right in dealing with me and perhaps other customers.I have never received the product and have have called 4 times only to be placed on hold for up to 20 minutes..

  Business response

  05/08/2024

  Hello *******,

  Your order has been reviewed and I see that your online order was shipped to your old address. 

  I have refunded your order as a one time courtesy. Please allow 24 - 48 hours for this to reflect on your account. 

   

  Thank you,

  The **************** Supervisor

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I went to Mason yesterday, April 5, 2024 to shop for shoes as I have always done for years. Instead of receiving an email that my order was received and being processed, I start receiving emails about A NEW INQUIRY ON ALL MY CREDIT BUREAU REPORTS; when I checked all the inquires were from Mason.I called Mason Easy Pay today April 6, 2024 and I was on hold over 40 minutes. The first rep said he didn't understand what was written on my account and why THEY WERE ASKING FOR A DOWN PAYMENT, WHICH WAS WRITTEN NEXT TO EACH PAIR OF SHOES! AND WHY THEY HAD CONTACTED EVERY CREDIT BUREAU ON A SUNDAY WHEN I HAD $3250.00 OF AVAILABLE CREDIT. That rep was so confused he said he was transferring me to the credit department. I waited another 5 minutes on hold and all he did was transfer me back to the menu! On the menu I pressed another option and got a woman who had no clue and I asked for a Supervisor and she transferred me to the SURVEY!!! At that point I was thoroughly disgusted and sent Mason an email. I HAVE BEEN WITH MASON OVER 10 YEARS AND DON'T UNDERSTAND WHAT IS GOING ON! THIS IS WHAT IT SAYS ON MY ACCOUNT PAGE. "*****, thanks for being a great customer! Don't forget, you have $3250.00** in available Mason Easy-Pay credit." This is outrageous treatment for a loyal customer and your customer service is horrible. SOMEONE NEEDS TO TELL ME WHAT IS GOING ON...I WANT MY ORDER PROCESSED AND I WANT THE INQUIRIES REMOVED FROM ALL MY CREDIT REPORTS. What is going on with what used to be a great company. MASON EASY PAY IS TREATING ME HORRIBLY! AND ALL I WANT ARE MY SHOES AND SOME RESPECT FOR BEING A LOYAL CUSTOMER.

  Business response

  05/08/2024

  Hello *****,

  Due to this being a public platform I cannot go into detail of your account.

  From what I can see you may have created a second account which didn't show your current credit line. I do see that you have spoken with a Supervisor and the notes show that you came up with a plan to fix this. 

  If you have further questions please feel free to contact us. 

  Thank you,

  The **************** Supervisor

   

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I DID NOT CREATE A SECOND ACCOUNT....I have been with Mason over 10 years and NEVER CREATED A SECOND ACCOUNT....I have been put through so much trouble because of something I didn't do and then Mason PUT A HARD INQUIRY ON MY CREDIT REPORT FOR OPENING A NEW ACCOUNT WHICH I DID NOT DO! I WANT THAT HARD INQUIRY REMOVED!!

  They have problems with customer service and have glitches in their system. I received an email on May 6th saying in part: "Thank you for your down payment, your order has been approved on Mason Easy-Pay Credit. You will receive another email with tracking information when your item(s) ship. You can check your order status anytime by clicking here."

  I NEVER GAVE THEM A DOWN PAYMENT! There is something wrong with everything they do. I am so fed up with what they have put me through and they sent out two of the same orders because the supervisor never cancelled the order ALLEGEDLY PUT ON A NEW ACCOUNT WHICH ASKED FOR A DOWN PAYMENT!!! Now ** have to return the order and go out of my way to a ***** store!

  I am disgusted with Mason and want that HARD INQUIRY REMOVED...SEND THIS TO YOUR CREDIT DEPARTMENT BECAUSE THEY ARE THE **** THAT SENT OUT THE REQUEST TO THE CREDIT BUREAUS!!
  
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the behalf of my father, I would like to share a complaint. Specifically, a complaint on false advertising. My father currently has a credit line with the online store, Masseys. Please note that Masseys has affiliated stores, including, Stoneberry, K. Jordan, ************* and Mason Easy Pay. Recently, my father wanted to make an online purchase, as he saw that he has credit available. However, when he placed the order, ******* asked him to make a down payment. In addition, besides this request, they also completed a credit check. He does not understand why they did a credit check, if he already has credit available with them. When my father logs in to his account, he sees a message from ******* about being a "great customer" and reminding him that he has credit available to spend. He strongly feels that this is false advertising, since they did not approve his order and completed a credit check. He contacted ******* about this situation, but unfortunately, their email reply was very generic and vague.

  Business response

  05/22/2024

  Hello *****,

  Due to this being a public platform, and the fact the account is under your Fathers name I unable to share details of the account. 

  After reviewing your complaint I do believe most of your questions/complaints are answered in our terms and conditions which you can find on our website. 

   

  Thank you,

  The **************** Supervisor

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have returned all items to the company and they continue to charge my account. I do not have these items in my possession they never fit. Two items were returned in February 2024 and the other last monday. I want this taken off of my account and will never order from them again. I also want to farther communication from this company .

  Business response

  04/23/2024

  Hello *******,

  After reviewing your account there was three items on your ******** order. Two of the items were returned. The remaining balance is the one item that you have kept, the return labels, and the original shipping, and tax for the order. 

  If there is anything else we can help you with please feel free to call **************** and we would be happy to assist you. 

   

  Thank you,

  The **************** Supervisor

• Initial Complaint

  04/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed a order on 4/14/24 order # ******** for 2 Item #: ****** Dark Vintage Wash 16-Short Misses They shipped regular instead of short they were mis packaged. I called customer service got a gut whop ****** spoke English to informed thrm of the problem. I wanted to exchange them they shipped wrong size that was ordered. He told me I had to pay $10.00 shipping charge to send back and there is no way around it. I should not have to pay shipping charges back when they sent the wrong item. Need refund for full amount

  Business response

  04/23/2024

  Hello ****,

  I have reviewed your order, please feel free to send your items back using the labels provided for no charge and we will take a look at the items. We apologize for the mistake. 

  Thank you,

  The **************** Supervisor

  Customer response

  04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

*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. ↩