ComplaintsforMason Companies, Inc.

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Initial Complaint
10/11/2021
Complaint Type:
Customer Service Issues
Status:
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.
This company is charging me for shoes I dont have. I placed an order back in July which I return the very next day I go them. They send me a **** in august I called them to make sure they got their shoes back and I was told to allow a bit longer well they finally got them. Now am being charged for late fee because I did not make the payment am not paying for something I do not have. I want the entire **** of ***** retracted. They are the worse company I have ever dealt with.
Business response
10/15/2021
Hello ******,

We do apologize for the confusion on this matter. As the Representative explained to you when you called, per our return policy when you return an item you are still responsible for the original shipping and processing charges. Unfortunately because you did not make that payment on time you have been charged a late fee.

Thank you,
***************************
Customer response
10/17/2021
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 am being charge a monthly fee for an item that was returned. I refused to pay for something I did not use nor I have. I want this whole **** wipe out out due to the inconvenience and incompetence of this company.

Regards,

***************************
Business response
10/20/2021
Customer Complaint: #********

We have addressed your issue. You may access your account information online for up to date information. We expect you to pay according to the credit terms of your account. We will not be communicating further on this complaint.

Thank you,
***************************
Customer response
10/21/2021
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 beloPlease type your response here.]

even still right now am still getting bills from this company. This is now harassment. I demand this charge you people are saying Iowe will be void. I am not paying for something I dont have.

Regards,

***************************
Business response
11/01/2021
Hello ******,

We have addressed your issue You may access your account information online for up to date information. We expect you to pay according to the credit terms of your account. We will not be communicating further on this complaint.

Thank you,
***************************
Initial Complaint
10/07/2021
Complaint Type:
Delivery Issues
Status:
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.
I received a shipment from this company that had several items broken open and exploded all over the box and goods inside. USPS advised they received it that way and were unable to take it back due to its condition. I reached out to the company and provided images, requesting the products be shipped or my account refunded. They have consistently asked for more photos, which i keep sending. I am getting nowhere and feel like they are giving me the runaround as if this was somehow MY fault.
Business response
10/15/2021
Hello Michelle,

We are terribly sorry that you received damaged items. Unfortunately to be able to file a claim for these items we need pictures of the broken items themselves. The pictures that you have sent us are pictures of the wet box and a bottle of conditioner with liquid on it. We need pictures of each broken item.

Thank you,
Customer Service Management
Customer response
10/18/2021
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.

.]

Regards,

******** *****
Initial Complaint
10/05/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a **** in the mail from Stoneberry. I called them & said I havent even heard of the company, nor have I ever purchased anything or received anything from them. They said fraud department will call me. No call, a week later I get another ****, plus a separate **** with a late fee. I call *********** tell me they need to send out fraud paperwork & dont handle that over the phone. Im awaiting the paperwork currently.
Business response
10/08/2021
We have reviewed your complaint regarding the purchases in your name.
The fraud paperwork will arrive to you within a few days. Please complete the paperwork and return it to us for processing. Once the completed documents are received back, we will investigate your claim of fraud. If the claim is approved, all responsiblity for these purchased will be removed from your name.
Customer response
10/17/2021
[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:

What is the businesss response to resolve it? I dont see that information. Plus they sent me a packet to dispute it due to fraud & ask for my SSN, drivers license ID number & other information. Why should I give them that? They put a charge in my name without any of that information.

Regards,

*****************************
Initial Complaint
10/05/2021
Complaint Type:
Order Issues
Status:
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.
I wrote Masseys a letter, spoke with a customer service agent asking them both for an itemized statement for my **** as they stated I owed them about $200. I asked both times to close all account associated with my name. . That was over three weeks ago, I have not been mailed a statement or anything. I paid the balance of the **** earlier this morning not knowing if I owed them a ***** or not. I want the accounts closed and just as I was promised an itemized statement so that I can see if it is all correct.
Business response
10/08/2021
We have reviewed your complaint regarding your **** with Masseys.
The account has been closed per your request. An itemized statment was mailed on 9/28/2021 and should be arriving soon. If you have questions once the itemized statement arrives, we kindly request you contact us at **************.
Initial Complaint
09/26/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a $219 pantry from Stoneberry for two reasons. 1. We moved to a smaller place and need the room 2. To work on my credit by paying the ****(s) on time. My parents came over to help me set the pantry up and as soon as we took it out of the box, there were several damaged pieces. There were cracks in several pieces of the door as well as two sides. I contacted Stoneberry to see what we could do. And no one will get back to me on this matter. I refuse to spend that kind of money on junk.
Business response
09/28/2021
Customer Complaint Case #********
Hello *****,

On 9/24/21 we offered you a discount. We are waiting on your reply.

Thank you,
***************************
Customer response
09/28/2021
[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,

*****************
I want a deep discount. Never received a reply to this until BBB was contacted
Initial Complaint
09/20/2021
Complaint Type:
Product Issues
Status:
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.
This joke of a "business' called the shoe mall should be shut down!!They have only 1 star ratings, and I should have seen that before I attempted to order!I want a total refund for the sneakers that I never received!! When I called, they are totally ignorant and rude!!I saw it was supposed to arrive on friday Sept 17th through the tracking number. Now it says it has no delivery date,!! I want a full refund now!! These morons are a total joke!!
Business response
09/21/2021
Customer Complaint #********

Hello *****,

Currently the tracking shows that you should receive your item on 9/22/21. We apologize for the length of time that it has taken to get to you.

Thank you,
***************************
Initial Complaint
09/15/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid The Bill on Line on August 27th, 2021. Paid $10.00 The Comfirmation Number is#003916- The Bank Posted it. 2. The Same Thing happened in July, 2021 3. I have Excellent Credit and this Has Caused A Late Payment on My Record and Late Payment Charge.***I am being Charged 2 Months for September 30th, 2021 4. Yesterday-9-14-2021- I Called to Complain..( Me and My Wife ) Deborah ***********. We Spoke to A Charles Davis-ID #I8V-He Could not Find No Record of The Payment or A Supervisor-Their Fax Number is-1-563-243-0287 Note- (He was Very Caring) 5. We want A Full Investigation Now! 6, I Want My Record and Credit Report Cleared. 7. Will Close Down This Account When The Corrected Amount is Paid Off. Thank You. And Be Blessed. ***** *********** Consumer
Business response
09/20/2021
Customer Complaint Case #********

Hello *****,

We are so sorry that you have had such a hard time trying to sort out your payments with us. Unfortunately for your safety we are unable to discuss payments over this platform for your security. We kindly request that you contact us and ask for the Credit Department.

Thank you,
Customer Service Management
Customer response
09/21/2021
[A default letter is provided here which indicates your acceptance of the business Response: We Just saw that Mason Must of Found The Payment that We Made that they Lost. Although, We had Confirmation Numbers. This Caused A Negative Payment Note on A Perfect Payment History. We Will Call them Tomorrow-9-22-2021 to make Sure that My Credit History is Not Damaged.. Thank You BBB For All of Your help. Be Blessed. And Be Safe.-***** ***********-Consumee
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,

***** ***********
Initial Complaint
09/14/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/28/2021 I placed an order for two items with Masseys online. Order #********. I ordered one shirt, and one sweater. On Friday September 3rd I recieved the shirt. To say the quality was dismal is putting it mildly. I wouldn't have given it to a thrift shop, as it would have been rejected. I followed the instructions online to use the enclosed return label and return the shirt, and I cancelled the rest of the order for the sweater which had been put on back order. When I ordered it the shirt cost $25.49. The return was to cost about $7 as I recall. Today I eceived a paper **** for $47.61, almost twice what the shirt - which I returned - cost. I fail to understand how I returned the item and I now owe them twice as much money for the item which I do not have. To my understanding, if I owe them anything, it is for shipping it back - about $7. The **** has three phone numbers listed on it. I called the one which says it is for disputes and it is a bogus number requiring a code.
Business response
09/20/2021
Customer Complaint Case #*********

Hello ******,
We are so sorry that you had a bad experience and that the shirt you received was bad quality. We have processed your full refund today. Please allow ***** businesshours for this to show on your account.

If you have additional questions or concerns, please feel free tocontact us.

Thank you,
***************************
Customer response
09/28/2021
[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,

****** Foovay
Initial Complaint
09/13/2021
Complaint Type:
Billing Issues
Status:
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.
I didn't not place an order. The order that was placed was delivered to a different address. Need to send **** to the one that made the purchase. I've told them time and time again that I didn't make the order. Please send **** to ***************************; *******************************************************************************************. Your help will be appreciated.
Business response
09/14/2021
Customer Complaint #********

Hello ******,
We are sorry that this has been such a hassle for you. Our records indicate that we have sent you two fraud packets. In order for us to clear your name in our system you would need to send those back to us.

If you have additional questions or concerns, please feel free to contact
us.

Thank you and have a great day,
Customer ServiceManagement

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