We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Jewelry Stores

Mason & Madison Co.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Mason & Madison Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mason & Madison Co. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 6 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      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.
      Purchased several items on February 17th. Afterwards I saw several complaints, thought they were legit after seeing several pay option companies attached. Tried to cancel the order immediately but no confirmation email was even received. Reached out to Afterpay, & what do you know, immediate response but still didn't cancel. Jewelry looks as if it were from ************* was not fully fulfilled. March 1st they advised they'd fill the missing items, still no response. Reached out to Afterpay again & what do you know, they've responded to them but I've still not received a response. Phone number attached is some sort of cell versus a business line.

    • Initial Complaint

      Date:03/25/2025

      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.
      DATE OF TRANSACTION: 02/09/2025 AMOUNT PAID TO BUSINESS: $302.29 WHAT BUSINESS COMMITTED TO PROVIDE: Three (3) gold necklaces NATURE OF DISPUTE: I have not received the merchandise purchased from the business.HAS THE BUSINESS TRIED TO RESOLVE THE PROBLEM? I have emailed the business repeatedly, but they have done nothing to resolve the problem.

    • Initial Complaint

      Date:03/11/2025

      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 ordered a necklace from this company at the beginning of last November. It was delivered to me on November 4th. They had sent me the wrong item, so I returned it to the address they gave me in ********, and I asked for a refund. When I didnt receive my refund, I kept sending them emails as to why, and they kept giving me the runaround, and asking me to send the tracking information, which I did. This has been over three months, and I have not received my $147.60. My order number is *****. My tracking number is: **************************

    • Initial Complaint

      Date:11/19/2024

      Type:Billing 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.
      Masion jewelry online signed me up for a monthly subscription that I did not approve of and keeps trying to charge me a fee. They will not get back to me about canceling it and the phone number for them is a fake number.

    • Initial Complaint

      Date:10/10/2024

      Type:Sales and Advertising 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 was charged ***** plus tax for a membership i had no idea i was joining. I purchased a necklace and now Im being charged extra monies. The company cannot be reached by phone or email and the jewelry isnt really good as advertised.

    • Initial Complaint

      Date:10/04/2024

      Type:Billing 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 & Madison will not credit my Discover card for a necklace that I returned.

      Customer Answer

      Date: 10/29/2024

      Better Business Bureau:

      At this time, I have not been contacted by Mason & Madison Co. regarding complaint ID ********.

      Sincerely,

      ****** ********

    • Initial Complaint

      Date:02/22/2024

      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 and received jewelry items. Returned items per their return policy within the return window. I reached out to get an update on my refund. I was asked for proof that they were delivered which I provided. I have now emailed times over 30 days and have not received a response.

    • Initial Complaint

      Date:01/24/2024

      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.
      I bought items from this seller upon doing research I contacted via email to cancel. They have not returned any emails nor cancelled my orders. Cannot reach them through phone. They state their items are solid gold and upon research they arent. They are selling under false pretense. I filed a complaint with my financial institution. I dont think this business should be able to operate. ***** have to add they claim theres great reviews and articles from to magazines which draws you in but I have yet to find a real article. They lie!

    • Initial Complaint

      Date:01/03/2024

      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.
      ORDER INFORMATION ORDER #: ***** DATE ORDER PLACED: December 20, 2023 ITEM: Chunky Chain Necklace $85.00 (though I was given a $10 reduction in price due to being a new customer, so I paid $75.00) NOTES: I first attempted to contact Mason & Madison on December 21, 2023 to cancel the item I ordered, as I found a thread (after the fact) mentioning that the quality of their items has greatly declined in recent years and that, contrary to the companys stated policy, returns/refunds seem not to be an option. Since I was purchasing the necklace as a gift, I was concerned and simply asked to have the order canceled. No response. The item was sent several days later, arriving to ************ on December 26, 2023. I have continued to attempt to contact Mason & Madison regarding the return of the above item. It is, indeed, of very low quality, and I could not, therefore, gift it to the intended recipient. I have attempted to contact the company multiple times asking for return instructions by the only contact information they provide, which is the email address ********************************************************* Most of those messages have been returned to me, saying the address cannot be reached. The one message that was not returned has not resulted in any response to my inquiry. This company is mispresenting itself. The item is of poor quality, but much more disconcertingly and contrary to their stated return policy, all sales appear to be final. This seems to be the experience of many customers, per my after-the-fact research on Mason & Madison.DESIRED RESOLUTION: A full refund in the amount of $75 USD. I am happy to return the item but need to know the preferred return address and have assurance of a refund.

    • Initial Complaint

      Date:12/27/2023

      Type:Sales and Advertising 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.
      Spend $250 for necklace and bracelet that company claimed were 18K gold. When I received items I took them to a local jeweler because items did not look real. And the jeweler confirmed that Not only were they not gold, they were not even stainless steel. Reached out to get a refund for my purchase. Company only has an email address. Never responded back to me email them. I tried several times to email company still no response. Try to search for company telephone number but could not find one address is in ******** but it's in office building where you can rent temporary space. I think this is a scam internet company.

      Customer Answer

      Date: 01/21/2024

      Better Business Bureau:

      At this time, I have not been contacted by Mason & Madison Co. regarding complaint ID ********.

      Sincerely,

      *********************

    Mason & Madison Co. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.