ComplaintsforMason Companies, Inc.
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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Entered by BBB staff LO Consumer ordered a product on the credit that they offer but they canceled the order. When she called to ask why they told her she owes them $50. They told her it went to the collection agency but she does not understand why because she makes payments that are over what is owed.Business response
07/19/2024
Thank you for contacting ************************* We have reviewed your complaint and we do apologize but we are not able to extend credit to you at this time. If you have any questions or concerns, please contact us at ***************.
Thank you ************************ Specialist
Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a DeWalt 140W Power Inverter on June 28th. On July 4th 8:30 AM I called Stoneberry to ask if they could credit shipping since just after I placed order, they started offering free shipping. Person I spoke with didn't see an issue with that and would note the account. I checked account yesterday 7/12/24 and shipping had not been credited. I called Stoneberry at 7:08 PM and was on hold for 20 min waiting for an answer. I finally gave up. I wanted to find out why there was no credit for shipping as promised. I decided to ship entire product at my expense by **** early today back to **********. I am asking for a complete refund on my order because of poor customer relations by **********!Business response
07/16/2024
Thank you for contacting ******************* Services. We have reviewed your complaint. I have applied the promotional discount you referenced to your order. Please allow ***** hours for the refund to show on your account. If you have any other questions or concerns, please contact us at **************.
Thank you, your ******************* Care Specialist.
Initial Complaint
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 2 bottles of perfume, Bamboo by ***** women's perfume in the amount of $219, and another one ***** by *************************** also women's perfume in the amount of $145, my complaint is that I received a box with these 2 perfumes in it and unfortunately the bottles in the box exploded and I had to dispose of it in the garbage and because I didn't take any pictures of this incident they refuse to refund my money, which was $364 plus $29.12 for shipping and handling, $31.30 for tax and the total was $424.42. I contacted their customer service and they told me that because I couldn't provide pictures of the incident they couldn't do anything for me! I feel that this is ridiculous because it was their fault they didn't package the items securely in the box, and it obviously happened during the shipping. I feel I need to be refunded my money for these items as soon as possible!!Business response
07/16/2024
Thank you for contacting **************************** We have reviewed your compliant. While we do apologize for the inconvenience, we would require pictures of the damaged product before we could issue a refund. If you have any other questions or concerns, please contact us at **************.
Thank you your ************************ Specialist
Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
False advertising deception entrapment Continued catalogs are being shipped to me stating I am approved for ******** credit account with $1000 available. But when I try to use it I get denied.Business response
07/10/2024
Thank you for contacting **************************** We have reviewed your complaint in regard to our preapproved credit. Per our Terms and Conditions stated in our catalog; all orders are subject to a credit approval obtained through the Credit Bureaus. We reserve the right to not extend a Credit Account to any applicant. We may require a down payment before we provide you with an Account. If you have any additional questions or concerns, please contact us at **************.
Thank you
Stoneberry Customer Cares
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 20th. 2024 I ordered two [2] Homburg style hats. I received both on June 28th. Hats were squashed one inside the other and placed loose inside a box. One [1] of the two [2] hats was damaged.Immediately, I took a picture that shows the damage. Following, I contacted ShoeMall by e-mail attaching the picture. I received a response from ******** saying that I have to initiate the request for a refund through ***** I filed a request for refund through *****Within 24 hours, **** sends me an e-mail stating that my request has been closed. It is because **** was informed that I had already received a refund from my bank. Informed by whom? ShoeMall?1.- My bank was not involved during the transaction.2.- I had no reason to contact my bank to request a refund.******** verbally claims that I will be refunded ~including ******* costs~ after I return the damaged hat, but they refuse to respond to my two [2] e-mails in which I ask them about costs involved in returning the damaged hat back to ShoeMall.Business response
07/05/2024
Thank you for contacting ************************** We have reviewed your complaint in regard to the damaged item. We will refund for the damaged item and reimburse for the cost of return shipping once we have received the item and receipt for return shipping. If you have any additional questions or concerns, please contact us at **************.Customer response
07/05/2024
[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 ********. Although I find the response satisfactory, I request the business or person responsible for this case to submit through B.B.B. the physical address where I should send the hat to.
Kind Regards,
*****************************Business response
07/10/2024
Thank you for contacting ************************** We have reviewed your complaint in regard to the damaged item. Please return the item to ShoeMall Returns and ************** *************************************************************. Once you have shipped your package per previous notes on the order, we will reimburse you for the cost of the return shipping. Please mail the shipping receipt our **************** at **************************************. If you have any additional questions or concerns, please contact us at *************
Thank You
ShoeMall Customer Care
Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Personnel at the **************** may or may not know what to do with a receipt they received by mail. To bring this disagreeable experience and its complications to a final end, ShoeMall personnel must provide proper information who to direct the receipt to.
[Please type your response here.]
Regards,
*****************************Initial Complaint
06/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a $117.76 order on this website masomh.com and I never received this package even though it says delivered. This is a scam.Business response
06/21/2024
We have reviewed your complaint and determined you ordered from a website that is not connected to Mason. Therefore, we are unable to assist further.
Thank you,
Mason Companies Customer Care
Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had two issues in the past year or two with his company I have bought two big items and both were broke or did not work I reach out trying to figure out how to return them they keep saying they will send me return labels I never get the return labels the one when I didnt get a return label it wasnt even the right label I tried to call them back to get the right one and they will not or did not send me the right one so Im stuck with two big items that I cannot use dont know how to return them and I still have to pay for these items that I cannot use this happened about three times with themBusiness response
06/21/2024
We have reviewed your complaint regarding the items you received. Please use the return label that was mailed to you to return the item through a ***** location at no cost to you. Another label is on the way to you to return the second item. This label also can be used through any ***** location. Please note: we do not have a pickup service. When the items are return, your account will be credited.
Thank you, Stoneberry Customer Care
Customer response
06/21/2024
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.
[Please type your response here.]
Regards,
Crystal GreinetInitial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been notified by constant texts and emails saying my payment for this month was late and that's a lie. I have a confirmation email from them stating they received my $20.00 payment June 3, 2024. I called and spoke to a representative and she told me she would have the emails and texts stopped and that's not true. They are constantly asking me for money in between payments and I would like it to stop. After I pay them off, I will stop doing business with them. I have emails I can send you showing the constant harassment if necessary. Please help me to resolve this matter.Thank you,*********************Business response
06/12/2024
We have reviewed your account and it appears up to date. For detailed information, please contact us to speak to the credit department at **************. To opt out of receiving the text alerts for your payments, reply STOP to the next alert you receive.
Thank you, Stoneberry Customer Care
Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 dollarsBusiness 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
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
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Contact Information
Customer Complaints Summary
252 total complaints in the last 3 years.
45 complaints closed in the last 12 months.