Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 2 pairs of shoes for Christmas, received a shipment in November. One pair I ordered and another pair of the ugliest shoes ever. I called MEP immediately and expressed my disappointment and asked why they send those and how to get the original pair of shoes I ordered. They said I must return the ugly ones and they would send the pair I wanted for a present. Once I returned them I called to confirm they received them and would mail out the ones I wanted. MEP now said they are on back order and I could not get them until after Christmas. That was absolutely not acceptable. I asked to cancel any back order and to refund the money they charged for the ugly shoes I had returned. They did and my account balance went down to $81.+ after I made $25.00 payment. I called to make my January 2025 payment and my balance is now back to the original balance. I called MEP CS and that they sent me shoes I ordered on 12/20/24 and they were left on my porch on 12/27/24. I DID NOT ORDER any shoes on 12/20/24. I was out of town for the holidays on 12/27/24. I DID NOT RECEIVE any shoes. MEP say I must pay for the shoe even though they acknowledge they made a mistake. They REFUSE to take the charge off my account. I have made several calls and sent hours on the phone to resolve this but I feel like they are trying to scam me by making me pay for something I didnt order. I am a senior citizen trying to maintain good credit and abide by all of their rules but I WILL NOT PAY for merchandise that I did not order or receive.

  Business response

  01/28/2025

  I have reviewed your complaint. I do apologize for the frustration this issue has caused you; I also apologize for our mistake in not cancelling the exchange item when you originally received an incorrect item in your package. I do see that you spoke to a ************* representative on 1/15/2025 and they noted your order that they exchange item was not received by you and sent a claim form to your address. Once we have the claim form on file, we will be able to remove this charge from your account. You should receive the claim form within 5-7 business days. Please fill it out and return to us so that we may get this issue corrected in a timely manner. Again, I am sorry for the inconvenience this has caused you. Thank you, Mason Company *************s.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a cologne in November as a gift. It never arrived and I was told a refund would be issued but that has not happened. When I call the business they give me the runaround and I cannot talk to anybody

  Business response

  01/17/2025

  We have reviewed your complaint. I do apologize that one of the items in your order was not received. I do see that you spoke to one of our representatives on Jan 1, 2025, and they had a legal form mailed out to you for your missing item. Once we have received and processed that form your account will be refunded. Thank you, Mason Company Customer Care.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for service with Mason EasyPay and received a $200 credit limit and I did order a few things I was not able to utilize my full amount of credit that was offered and the amount of $200 My account was locked and my service was suspended but Mason has the audacity to call me demanding payment and I wasn't able to utilize my full credit amount with no explanation giving from supervisors who am I spoke to over the phone who said it was a security issue that was fixed but every time I placed an order it was canceled I'm seeking to utilize my full amount of credit available.

  Business response

  01/03/2025

  We have reviewed the complaint. I do apologize for any miscommunication that may have occurred. The initial offer of credit is subject to credit approval as are all orders placed on your account. This information is provided in our Terms and Conditions that you agree to before placing any order. We reserve the right to request a down payment be made before finalizing the processing of any order. We reserve the right to deny any order dependent on the information obtained from your consumer report. We cannot provide you will the information received when requesting your consumer report. Again, I do apologize for any inconvenience this may have caused you. Thank you, Mason Company Customer Care.

  Customer response

  01/12/2025

  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.
  
  [Please type your response here.]
  How is it that Mason Companies initially informed me I had a $200 credit limit, only to tell me the next day that I dont have the full $200 credit limit but only a partial one instead? I was able to place some orders successfully but couldnt utilize the full $200 that was initially available to me. This seems like discriminatory practices by the company, especially since there were no financial risks, late payments, or issues with my creditworthiness.
  Furthermore, this abrupt change in the credit limit, without proper explanation or prior notice, is not only misleading but also raises serious concerns about the companys integrity and transparency in managing customer accounts. It feels like a breach of trust, as I was initially led to believe that I had access to the full $200. This inconsistency could be seen as deceptive, causing unnecessary frustration and inconvenience.
  If there were any specific reasons for this decision, they should have been clearly communicated to me in advance. Without such communication, this experience leaves me questioning whether Mason Companies is treating all customers fairly and equitably, or if such arbitrary changes are targeted and discriminatory in nature. 
  Regards,
  
  ***** *******

  Business response

  01/14/2025

  We have reviewed your complaint. The initially credit offer is made prior to receiving a credit report from the credit bureaus. Further orders and credit are determined for information received from the credit bureaus as well as payment history with the company. As previously indicated, we reserve the right to request a down payment be made before finalizing the processing of any order. We reserve the right to deny any order dependent on the information obtained from your consumer report. Thank You Mason Company Customer Care

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on December 14th. It shipped four days later on the 18th. It is now in ******************* sitting there from the 21st to present, the 27th. Just sitting there. Both customer service agents from ********** gave me a very scripted explanation of Things slow down during the holidays and we cant do anything until FIFTEEN BUSINESS DAYS have gone by. If we use that formula and include current holidays, that increases to seventeen, not including weekends. So basically Ive been told to wait a MONTH for delivery. A month. Shipping estimates are given at the time the order is placed, and although this is an outside vendor being used for the product and delivery, nowhere does Stoneberry state It may take a month. If they did that, then nobody would buy would they? Free shipping? This is why. A month via Pony Express or *****, same company. I asked both customer service agents if they felt this was acceptable. Both avoided the answer and ( scripted), profusely apologized. This package has been sitting one state away from me for almost a week and I suspect it will not move anytime soon. As is my experience with ****** someone will finally realize how long that package has been collecting dust and suddenly there will be a huge sense of urgency and it will miraculously move at the speed of light. Is my issue with ***** or Stoneberry? Both. ***** will have its own case filed. ********** does not monitor shipment activity and obviously doesnt care, hence the scripted speech from customer service. This will be my final order from ********** and I will no longer keep this account active due to *********** inadequate shipping policies and lack of appropriate customer service.

  Business response

  12/27/2024

  We have reviewed your complaint and do apologize for the delay as well as the frustration and inconvenience you have experienced. Researching your issue I do see that two of your three packages have already arrived. The last package does appear to be delayed in ******* since 12/21/24. This item was shipped directly from the vendor and can take additional days, as noted when the order is placed during check-out. I am sorry to inform you, but we cannot claim this package as "lost" with the delivery service until there has been no movement for 15 business days. The last movement was 12/21/24. If there is no movement by 1/15/25 we will be able to file a lost package claim with the delivery service. Please continue to monitor the package and call us at ************** and speak to one of our ************* Specialist for further assistance. Thank you, Mason Company *************.

  Customer response

  12/27/2024

  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.
  Just about word for word what the two customer service agents scripted response told me. It is not stuck in *******, nor is there any information on a third party and their shipping time. ********** sold it and ********** is responsible for it. Forget about making an effort to satisfy a 10 year customer, nobody said it was lost. Your shipping service is doing nothing with it and obviously Stoneberry doesnt care. Now this will escalate to corporate and multiple media outlets as ********** doesnt care nor stand behind their vendors or shipping carriers. You have seen the pictures of it being stagnant and yet you recite the same excuses youve been instructed to say. The other two packages have zero to do with this situation. Seems to be a feeble attempt to prove ********** delivers timely. All the more reason to escalate this as your carrier cares not about their service commitment to ********** or me. It is very clear that this is not lost as it is scanned everyday, if you even looked at the pictures. Way too much effort to even contact the carrier I see. Instead you deliver poorly constructed excuses and expect this consumer to accept the situation. That is bad business, that ********** is apparently proud of. Stop delivery on the order and refund me. Final request.
  
  
  Regards,
  
  **** **********

  Business response

  12/30/2024

  We have received your complaint. I do apologize for the frustration this situation has caused. I would be more than happy to refund this item; however, I must allow the policies of my company as well as the shipping service. These policies require no movement on a package for 15 business days before it can be declared lost and the item refunded. The shipping method used does not allow for a request for the item to be returned to the sender on our end. I do understand this is not the quick resolution that you want. Mason Company Customer Care.

  Customer response

  12/31/2024

  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 see below.

  Please review the enclosed attachments. That is as of today, December 31, 2024. The shipment that arrived in ******* TEN days ago has moved. It moved 10 miles, thusly breaking the 15 day dormancy rule and shows it is active. Upon contacting customer service again and speaking to a supervisor, I was told since it moved, my NEW date to question delivery is now January 21st. Does this seem oddly convenient for Mason? Stop delivery on this item, return it to yourselves with no additional charge. Then you can close my account. Final demand.

  
  Regards,
  
  **** **********

  Business response

  12/31/2024

  We have reviewed your complaint. I am also keeping an eye on this order. I do apologize, but as previously stated, the shipping delivery does not allow for us to request a Return to Sender. I know this is not the answer you want but I am required to follow company policies. Thank you, Mason Company Customer Cares

• Initial Complaint

  12/19/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  First I understand credit approval. ********** approved $1000.00 credit, I placed my order for Christmas gifts, only to receive an email that says we can't place your order, with no explanation. I asked why and told them they were Scrooge, and I still have not received an answer. My credit is poor, but for a company to take you this far into the process is not appropriate. I'm disabled and limited income and this was my presents to my grandkids. Please help me to get my order placed. Thank you

  Business response

  12/19/2024

  We have reviewed your complaint. I do apologize for any miscommunication. Per our Terms and Conditions that you agree to when placing an order using our credit plan state; Your ability to obtain a credit account ("Account") is conditioned on your meeting certain creditworthiness requirements that we have established for the Account. You authorize us to obtain a consumer report on you. We may not provide an Account to you, or we may limit the amount of credit initially available to you if you do not meet our creditworthiness requirements. An Account is not available if we cannot verify information about you or if you cannot enter into a binding contract. We may require a down payment before we provide you with an Account. Thank you, ********************** Company Customer Care.

  Customer response

  12/20/2024

  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.
  
  I understandcreditapprovalbut if they say pre approved and they allowyou to add productsto your cart and 2 days later say your not appoved. Pre-approvalshould be ACTUAL approvalso the consumerdoesn'tassumeChristmasgifts are coming one weekprior to Christmasday. These were plannedpresentsand now a disabledperson has to jump throughhoops to purchasesomethingfor her 8 grandkids. Your processes for Pre-approvalneed to be modifiedin order to not have disappointed the consumer. 

  I am an educated individual and I understand pre approval but your pre approval hurts the consumer credit report and disheartening at this time or any time of the year. 
  
  Regards,
  
  ***** ******-*****

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My twin sister applied for credit with Masseys. We share a similar name and obviously the same date of birth. When she applied for credit through them they put a hard inquiry on my credit report instead of hers because they didnt not check the social security number or pay attention to the different name or anything else theyre are required to check. They ran my credit without my permission and will it remove the hard credit inquiry off of my report. I want this removed off of my report immediately as I did not apply for credit with them and they need to pay attention when running checks on people applying for credit. I am not the only person with a twin and this is ridiculous. Masseys said they will not remove it and equifax said they will not remove it. I did not apply for credit and I want the hard credit inquiry removed from my report immediately. My sister who applied for the credit line is *********/******* *******. If this is not removed from my report I will be seeking legal action against Masseys.

  Business response

  12/10/2024

  We have reviewed your complaint. Due to the information requested we cannot share through this public forum. Please contact us at ************ and ask to speak to a supervisor. Supervisors are here from 7am-7pm CST M-F

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have store credit however every time I try order the process tells me I need to pay a down payment for the same price as the items ordered. Not allowing my credit to process. And I've called repeatedly to try to resolve the issue only to be transferred to an imaginary ******************* which does not exist. I keep calling and every time I get handed off to another person of the same position when I first called...The complete run-around.

  Business response

  12/09/2024

  We have reviewed your complaint. When a customer is pre-approved, it means that they meet some of the credit requirements. Each order is then subject to a final credit approval as stated in the terms and conditions of the account. Upon final approval, the order will be shipped. If the order is not approved, a letter will be sent with details of the decision. Your order has been processed, and a down payment is required before shipping. A first-class letter has been mailed explaining our down payment process and amount due. Due to security reasons, I am unable to discuss payment information via this public forum. Thank you, Mason Company Customer Care,

  Customer response

  12/09/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** Numbers
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered a $250 credit and used it to buy a pair of boots for my son. The boots were too small and we wanted to return it requesting a larger size they were not able to accommodate us. We decided to keep the boots,And pay for them in full..I have made my payment in full to Masseys but was overcharged for the amount of $22.45 plus another $1.00. I followed all directions on the statement as requested by Masseys and they have not responded to my letter nor have deposited my check for the amount of $23.45 to confirm that payment was made in . I need help from BBB to resolve this problem between myself and Masseys and I made it very clear that I will no longer want to do any business with them and I also would like to be removed from their mailing list. As we will no longer wish to do any purchasing through this very unprofessional business.

  Business response

  11/14/2024

  We have reviewed your complaint. After reviewing your account I would ask that you please contact us at ************ from 7am-7pm CST Mon-Fri and ask to speak to a Supervisor to talk about the charges on your account. Thank you ********************** Company Customer Care.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 8-30-24, I sent mailed a US money $73.25 and a Mason Easy pay check $26.25 to the company for August 2024 payment on my ****************************** stated that the check and money has been received (the check was signed by me) but they needs verification of who cashed the money order. They stated that I must provide a copy of the original money order to verify who cashed it. On 10-25-24, I paid $20.15 to obtain a copy of the original money order from the post office. The result of the post office is that the check was cashed.I forwarded the information to Mason Easy Pay via a fax number provided to me by the agent. To date I have not receive a response and each time I call the Mason Easy pay number, I am being placed on hold with no one to answer my inquiry of the results.I am seeking help to settle the matter and requesting the $20.15 that was required of me to verified who cashed the money order.

  Business response

  11/14/2024

  We have reviewed your complaint. I have reached out to our crediting department to look into this issue. I believe they attempted to call you about your account yesterday 11/13/2024. They did leave a message to assist you in the getting this issue taken care of. If you have any other questions or concerns please call us at ************ and speak to a Supervisor. Supervisors are here from 7am-7pm CST M-F. Thank you Mason *********************

  Customer response

  11/14/2024

  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.
  
  [I contacted the company Supervisor and was told to mail in the documents as the fax received is blurry.   The mail will be sent so that Mason may resolve the matter]
  
  Regards,
  
  **** *******

  Business response

  11/15/2024

  We have reviewed your complaint. One of our Credit Supervisors did reach out to you and requested to provided information be mailed in to our physical address as the faxed copy was to blurry to confirm. Once we have received this paperwork and researched the issue we hope to come to a quick and beneficial resolution for all parties. Thank you Mason *********************

  Customer response

  11/19/2024

  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 see attached documents.  I await your response and look forward seeing this matter resolved.
  
  Regards,
  
  **** *******

  Business response

  11/20/2024

  We have reviewed your complaint. I do thank you for the inclusion of the further screen shot of the receipt. One of our Credit Specialists will be reaching out to you via phone to assist further with this issue. Thank you, Mason Company Customer Care.

  Customer response

  11/21/2024

  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.
  
  Business states that one of their Specialist will reach out to me concerning the matter.  I await the contact.
  
  Regards,
  
  **** *******

  Business response

  11/22/2024

  We have reviewed your complaint. I do thank you for the inclusion of the further screen shot of the receipt. Due to the secure and private nature of the information required and being discussed we are unable to assist via these public comments. One of our Credit Specialists will be reaching out to you via phone to assist further with this issue. Thank you, Mason Company Customer Care.

  Customer response

  11/29/2024

  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.

  I await your contact in this matter.
  
  Regards,
  
  **** *******

  Business response

  12/04/2024

  We have reviewed your complaint. Thank you for providing all the requested information to review for this situation. We have applied the payment to your account on 11/26/2024. You will receive your next bill with the corrected balance shortly. Thank you, Mason Company Customer Care,

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i accidently sent them two payment of ****** one was to pay the account off, i did not know that it went through my bank so i resubmitted it, now my account paid out two payments. one payment was enough to pay the acccount off. i have a statement from my bank showing to where two paymentys s drawn out it is available if required can have the bank (************************** ky fax email to you if needed

  Business response

  11/05/2024

  We have reviewed your complaint. For the security and privacy of your account information we would not be able to explain in this public forum. We do request that you contact us at ************ and speak to one of our Supervisors. Supervisors are available M-F from 7am-7pm CST. Thank you Mason *********************

*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. ↩