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Mason Companies, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

238 total complaints in the last 3 years.
68 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 have been trying for three weeks to update my email in my Maryland Square profile. when I call, the AI assistant (*****) is only programmed to deal with orders and disconnects when I say, "update profile." I have sent several emails to "customer service" but they respond that they cannot update an email address from an email request and keep giving me the same number for "*****" who is no help. When I try to update it myself on line using the edit profile command, it does not work.I just want to update my email address in my profile!!
Business Response
Date: 04/02/2025
Dear ******,
Thank you for contacting Maryland Square ************** We appreciate you bringing this to our attention. We will have this looked into right away and hope to have this resolved in a timely manner.
Thank you,
Maryland Square Customer Care
Customer Answer
Date: 04/02/2025
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 will be satisfied when Maryland Square has updated my email address to *********************** Thank you.

Regards,

****** ******
Business Response
Date: 04/04/2025
Hello ******,
I am sorry, we are not able to update name, address or email on your web site account. If you are able please call us once again at **************, then say Representative to speak with a live person. You may need to say Representative twice, once the Representative answers your call, please request to speak with a Supervisor. I apologize for any inconvenience.
Thank you,
Maryland Square Customer Care

Customer Answer
Date: 04/08/2025
[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. I was successfully able to resolve my problem using the instructions provided by Maryland Square. Thank you.

Regards,

****** ******
Initial Complaint
Date:03/31/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 3/3/25 I ordered a pair of hiking shoes from ************. I received a email confirmation of my purchase immediately after purchase. Later that day I received another email stating the shoes were on back order, but I could check the order status at ************. The same day I then received a 3rd email stating the shoes were "currently unavailable" and they were unable to complete my order.I originally paid for this order with a ****** account. I have since been unable to access my ****** account. I believe the shoes were never available and it was just a phishing scam to gain access to my ****** account.
Business Response
Date: 03/31/2025
Dear *****,
Thank you for reach out to *********************** The product was available at the time of your order. However, there were not enough in stock to fulfill the order when processing. Due to the item not being available to ship we cancelled the item. Because the order was never shipped the ****** transaction was voided. I am sorry for any inconvenience this may have caused you.
Thank you,
ShoeMall Customer Care
Customer Answer
Date: 03/31/2025
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.

You clearly stated the item was in stock when the order was placed and should have been shipped. Inventory issues are your problem, not mine. However, if this was not the case, and the item was never available, I believe this was a ruse to gather ****** account information. Since this transaction I have been unable to access my ****** account as it was hacked. I have spent several hours over the past few days trying unsuccessfully to regain access to the account.

Regards,

****** *********
Business Response
Date: 04/01/2025
Dear ******,
Thank you for contacting *********************** I am sorry for any discrepancy on product inventory. We do have more available at this time. I can guarantee that when using ****** we do not have access to any of your information. Please contact ****** directly for further information on account access and status on the voided transaction.
Thank you,
ShoeMall Customer Care
Initial Complaint
Date:03/26/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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.
This appears to be a fraudulent company that sends products to people that they have never ordered and then sends a bill for said product. In searching this company to see if others have had similar experiences, *** found quite a few people who have the same issue.
Business Response
Date: 04/07/2025
Hello,
The account has been noted and account closed, there is no amount due on this account.
Thank you,
Masseys Customer Care
**************

Customer Answer
Date: 04/07/2025
[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,

**** ******
Initial Complaint
Date:03/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
They sent me a box with a stuffed toy bunny and then a bill without me placing an order. They mention that i can for to return the product. They are showing up online as doing this to multiple folks. I never placed this order so this is a fraudulent way to try to extort money from folks. I want this charge removed.
Business Response
Date: 03/24/2025
Dear ****,
I have reviewed your complaint. I understand your frustration with this serious matter. Please know we take every precaution to keep our customers information secure and appreciate you bringing this to our attention. Anytime we receive notification that an individual's personal information has been compromised, we take action to freeze all account activity and recommend you contact ********************* to ensure your personal information was not used elsewhere.
Stoneberry Customer Care,
**************
Initial Complaint
Date:03/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
An account was set up with this merchant using my wife's name (***** Bless), our home address and my email ********************* and used in an attempt to ship items to a Miami address for which we have no affiliation (**********************************). When I contacted the merchant, they said other items were ordered and shipped. They refused to discuss the account with me since I am not the account holder. I said that there is NO account holder since we did not set up the account and that the account they do have uses my information as well as my wife's name.
Business Response
Date: 03/17/2025
Dear *****,
I have reviewed your complaint. I do apologize for this frustrating situation. We want to be able to provide you further information, but due to this being a public website we ask that for your security, you call one of our Supervisor's directly at ************. Please keep in mind, we do need to speak with the individual who's name is on the account.
Stoneberry Customer Care
Initial Complaint
Date:03/11/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
An account was created without my permission or knowledge An item was shipped to me and a brief time later followed by a bill for $37.98 I have tried to contact this company via email and phone only to be dismissed.Every fiber of my being tells me that this is a scam.
Business Response
Date: 03/12/2025
Dear *****,
I have reviewed your complaint and understand your frustration with this matter. To resolve your consern, we ask that you contact one of our Supervisors directly at **************. We do apolgize for the inconvience you have expirenced and look forward to getting this resolved for you.
******** Customer Care

Customer Answer
Date: 03/15/2025
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 call the number of a supervisor that represents Mason Companies and during a verbal exchange with someone that said her name was ******** She informed me that someone had opened an account with my credentials ( specifically my social security number ) I asked her to read the number that she had on file She said that it was against company policy but, I could tell her my social security number I told her that I was not comfortable doing that.
She informed me that a fraud investigation would be started by their company and I needed to send the item that was shipped to me back to them using the ***** label provided with no cost to me.
************ should not be allowed to do any business with anyone Asking someone for their SSN over the phone is not normal for a reputable company to act.

Regards,

***** ******
Business Response
Date: 03/17/2025
Dear *****,
We apologize, again for this frustrating situation you've been put in. Per your contact on 3.14.2025, we've addressed this matter and done everything we can at this time. We are now considering this complaint closed.
******** Customer Care
Customer Answer
Date: 03/19/2025
[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,

***** ******
Initial Complaint
Date:03/09/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 have been a customer of ********************** for many, many years and all of a sudden they want me to apply a down payment in order to process my order(s), when my account is current as of the processing of this review. I have never had to apply a down payment nor has my account ever been in arrears or a payment eve been late since 2013, or before I have had this ********** seems ever since I caught a fraud purchase with another affiliated online stores (stone Berry), and (**************), which they incorporate my account with all the affiliated stores, and ever since I caught the online fraud and filed a complaint with the *** and **** and the *****************************, they now want me to apply a down payment when I order something, except for my last order three months or so ago.
Business Response
Date: 03/12/2025
Dear ***,
I have reviewed your account information and see that there is an explaination for your orders requiring a Downpayment. For security reasons we are not able to share this information through email, chat or messages. Please contact our Credit Manager for further assistance with submitting your orders through credit at **************.
Mason Easy Pay Customer Care
Initial Complaint
Date:03/04/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
In February 2025, I received a package in the mail, a towel, from a company I never heard of or ordered anything from. I held onto it, in the packaging and have tried to figure out the origin to no avail, Then I started to receive text messages and phone calls telling me I had a "past due payment".When I look up the company on yelp, there are tons of one star reviews that spell out the same situation, someone receives a package they didn't order then they are harassed for payment.
Business Response
Date: 03/14/2025
Dear ********,
I have reviewed your complaint. I am so sorry and understand your frustration with this serious matter. I found the order you referenced. We ask that you return the item back utilizing the return label that was provided in the package, there will be no charge to use the label. In that time, we ask that you do give us a call at ************** to speak directly to one of our Supervisors for next steps to finalize this for you. We do appreciate you bringing this matter to our attention.
******** Customer Care
Customer Answer
Date: 03/15/2025
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.

Hi my complaint is not resolved, the company "********" is requesting I contact them and I do not wish to do so. This is a scam, I don't know how they got my name and address. They sent a product I didn't order and have been harassing me since. I have received multiple phone calls a day, ten plus text messages from robo calls telling me I have a past due payment. When I search the company aka "Mason Companies **** on your BBB site, FOURTEEN different results, all with different PO Boxes in ********* come up, they all have "F" ratings. In other words, this is extremely shady. I will feel my complaint is resolved when they admit wrongdoing and agree to never contact me again.

Regards,

******** *******
Business Response
Date: 03/17/2025
Dear ********,
We understand your frustration regarding this situation and want to provide closure for you. In order to help you further and due to this being a public website, we ask that for your security you call our **************** Supervisor's ************************ at **************. We will not be communicating further on this complaint.
******** customer Care
Customer Answer
Date: 03/19/2025
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.

I'd like to communicate with someone from the BBB itself instead of just getting messages from this super suspicious company forwarded to me. I'd like to see if there is any action I can take to stop further communication from this company and prevent this scam from happening to someone else.

Regards,

******** *******
Initial Complaint
Date:03/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
WI Stoneberry sent me a statement said I opened a charge account with them. I have never given my permission and social security number to them and personally information to open any account. I have contacted this company and they have put a freeze on account to further investigate. They did notice a familiar situation that they considered unusual and they had already put the hold before I called today 3-3-25. I am now contacting Identity Theft to further ck my personal accounts about this very serious matter. I want others to be aware of this scam so to report it immediately and hopefully no one else goes through what I am experiencing. Thank you
Business Response
Date: 03/11/2025
Dear ****,
I have reviewed your complaint. I understand your frustration with this serious matter. Please know we take every precaution to keep our customers information secure and appreciate you bringing this to our attention. Anytime we receive notification that an individual's personal information has been compromised we take step on our part to freeze all account activity and recommend you contact ********************* to ensure your personal information wasn't used elsewhere.
Stoneberry Customer Care,
**************
Initial Complaint
Date:03/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
This company practices in a way that allows people to easily create fraud accounts and is not helpful in deleting these accounts. it seems to be a scam to get people to pay small sums to close out accounts that are fraudulently created. Credit Phishing Scam
Customer Answer
Date: 03/03/2025
I received a bill from them for something I did not order and an account I did not create. When I asked to report fraud they seemed unfazed and began asking for more of my personal information. I was uncomfortable giving them more than the fraud account number on the document I uploaded to you and my name. To this they basically reported, "give us a few days and we will see what we can do"? Having dealt with fraud at a bank level, this is not the response I was expecting and it set off some internal alarms. I would like BBB to investigate this company to see if they are actively participating in fraud strategies designed internally. Thank you, *****.
Business Response
Date: 03/14/2025
Dear *****
I have reviewed your complaint. I understand your frustration with this serious matter. Please know we take every precaution to keep our customers information secure and appreciate you bringing this to our attention.
Anytime we receive notification that an individual's personal information has been compromised we take steps on our part to freeze all account activity and recommend you contact ********************* to ensure your
personal information wasn't used elsewhere.
******** Customer Care

Customer Answer
Date: 03/17/2025
[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,

***** ****

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Mason Companies, Inc. is NOT a BBB Accredited Business.