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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Online Retailer

Jack Mason Brand

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Find a Location

Jack Mason Brand 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.

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    • Jack Mason Brand

      3030 Canton St Dallas, TX 75226-1665

    • Jack Mason Brand

      2328 Farrington St Dallas, TX 75207

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2023

      Type:Product Issues
      Status:
      Resolved
      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 watch for $999 from Jack ********************** website its *********-o-timer GMT I got the watch 3 days later and I didnt like it so I tried to contact Jack Mason brand customer service via email and phone call and no answers. I tried to file a request return on line but I get an error code 422 I cant believe the way they marketing themselves on line like they are very straight forward and they do business like big name brands. Any business with this kind of customer service like that should be shamed off themselves. I will never buy anything from them anymore and I will post my review on all social media to make customers aware of who the dealing with because no one deserves this kind of customer service I feel like I got scammed.

      Customer Answer

      Date: 01/22/2024

      Please be advised credit has been issued to my credit car an Im satisfied with the results 

      Jack Mason watch company has fixed the issue and I was refunded 100% of my money. 

      Business Response

      Date: 01/23/2024

      Hello ****, I just want to make sure we got everything taken care of - I know we finally got in touch after playing phone tag a bit.  However please let us know if you need anything further and we will be happy to assist.

      Customer Answer

      Date: 01/26/2024

      I have reviewed the business response and accept this resolution. 

      Please be advised credit has been issued to my credit car an Im satisfied with the results 

      Jack Mason watch company has fixed the issue and I was refunded 100% of my money. 

    • Initial Complaint

      Date:10/25/2023

      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.
      Hello,I purchased a watch from Jack ********************** known as the Halyard. It has a navy dial and navy bezel with an anchor engraved in the back. (This is important because the company does not make this specific model I purchased any longer. The design has since been updated.) Email Timeline; -July 21st: My watch was received by Jack ********************** July 21st, 2023 for a bezel repair -9/13: Email from **** at Jack ********************** that your watch should be ready to ship out to you by next week.-10/3: Email from ****: confirming the watch should be ready to ship today and I will have tracking as soon as I have that!By this point I had called numerous times in between all of these dates most times never reaching anyone but of the ~10 times I have, was always told in essence, the watch is on its way; we are waiting for tracking. I was told this verbally before email after it was received. I reached out to **** ********************** social media on 10/17 who relayed my concern to her and got the last email response above.Simply put, I still dont have my watch and have never been told there was an issue until I reached out. Every time i make contact, the date to receive my watch has been pushed back from what was originally said. Correspondence ceases for weeks despite trying to call/email (the fact that I got an email address was a feat of itself). I feel as if I am being strung along and have questioned whether I am even talking to a real company. Misinformation has been given numerous times and Jack ********************** is still in possession of my watch which was sent for a simple bezel repair. It was discontinued and also given to me as an engagement gift by my fianc and so has sentimental value. Jack ********************** is in possession of my property and continues to offer misinformation of time that has differed not in days or weeks, but in months now with the only excuse a tracking number. However, they are sending out their new product line this week so their shipping process seems to be just fine.

    • Initial Complaint

      Date:07/31/2023

      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.
      I purchased a watch in February 2023. The watch stopped working properly and I spoke to **** to inform **** ********************** and was provided a return shipping label. It was returned to Jack ********************** for repair or replacement in June. **** informed me that they would see if they had a replacement to send me. Since then I have not gotten any response to my emails and phone calls. My phone call goes straight to a recorded message. I am seeking a repaired watch or replacement.

      Customer Answer

      Date: 08/09/2023

      **** from Jack ********************** contacted me over a week ago to verify my mailing address to send me replacement watch but i have not received the replacement watch. 

      There are No responses to my emails and phone calls.

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      bought a watch past year not working right. no returns email no answer of phone. not sure what to do. i expect better customer service

      Business Response

      Date: 08/21/2023

      Customer's case was resolved and customer was satisfied

      Customer Answer

      Date: 08/21/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/06/2023

      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.
      Jack ********************** is supposed to have a lifetime warranty on watches. My watch movement broke in February 2023, not keeping correct time even after replacing the battery. I sent it in via the repair / return department and they've had it ever since, about 4 months! I've messaged and messaged and could never get a straight answer, even many times they did not even respond. Today they messaged me back saying it would be a $100 charge to return my watch because of the case replacement. For one, my case was fine! The movement broke, which should be covered under their stated warranty. This company seems VERY VERY shady and I just want my watch back fixed or an exact replacement!

    • Initial Complaint

      Date:04/24/2023

      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.
      I purchased a watch from Jack Mason Brand on 2016. The watch was damaged in 2022. I contacted Jack Mason Brand for repair information. I have been trying since to get the repair location where I can send in the watch. I received the email below: Jack Mason Support (Jack Mason) ******** **- Please type your reply above this line -## Hi Deborah, I apologize about this, I found your order from 2016 but that model ws *********** - I am just going to create an RA and send over instructions for this model you are referring to and we will start that RA from scratch. One moment! Kate Jack Mason Support Team ****************** Jack Mason I replied, but no further contact information. Only a first name was used in the email. I do not think the repair part of the company is real.

    • Initial Complaint

      Date:01/08/2023

      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.
      I purchased a watch on November 28, 2022, with the Order #XXXXX. A week later the watch went down by about $100. I read the price adjustment policy of this company and it states that price adjustments can be made within a 14-day window of the purchase if the price goes down. So, about a week after purchasing, I wrote an email asking for a price adjustment, never got any response no matter how many times I emailed them.

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Answered
      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 watch from Jack Mason Brands on July 12, 2022 Upon receiving, I decided the watch wasn't what I expected from online pictures. I promptly filed for a return and was given instructions for the return and refund. I returned my ORDER ***** Tracking showed it was delivered and signed for on 7/26 -tracking ************** and after 10 emails over 6 weeks and several try's of phone calls (************), which go straight to voice mail and voice messages have not been returned. Im looking to recover my purchase price of $325.35

      Business Response

      Date: 01/10/2023

      Business Response /* (1000, 16, 2022/10/28) */ Customer was refunded within the timeframe the return was received back.

    • Initial Complaint

      Date:07/21/2022

      Type:Product Issues
      Status:
      Answered
      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 Jack Mason Watch from Dillards department store approximately three years ago. The included paperwork stated that the watch had a lifetime warranty The watch stopped working early in 2022. I thought it needed a battery replacement. I took the watch to jeweler and was told that it was not the battery but that the watch had had an internal failure I reached out to jack Mason watch..by phone and via email a minimum of a dozen time between January and March 2022 The customer phone always went to voicemail. I finally received an email reply asking me about information on the watch. I emailed them pictures at this time I returned the watch back to the Dallas address they gave me in March 2022 I sent several emails during this time asking about the status of the repair. In late May 2022 they responded to me saying the watch had wear and tear and that there would be a charge to fix of $100 OR they would give me credit towards another watch based on what I paid There was no physical damage to the watch when I sent it. I have multiple pictures to prove that. Wear and tear did not cause the watch to stop I have sent them a dozen more emails stating these facts. I have no received one response from them At this point they still have my non working watch in their possession

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 16, 2022/09/13) */ The customer was issued a replacement and took care of his repair concern. Message to customer on July 29th - Hi ******! I am going to go ahead and send your original watch with this shipment, I apologize for all of the confusion, and you will be receiving both watches today. I am happy I could chat with you and make sure everything was clear, and again the tracking for you is 276127730685 (FedEx)

    Jack Mason Brand is NOT a BBB Accredited Business.

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