Complaint states that Customer returned the order and wants to be refunded for the original shipping costsWe do apologize that the shoes did not work out for you, and that we did not have the next size you were requestingRegarding the shipping cost, our records show that you had called and spoke with a Supervisor on 1/19/and they refunded you the $for the Smart Label you used to return the order back to usOur return policy does state that you are responsible for the original shipping and processing costsDue to the fact that your account was only $after the Supervisor refunded you, our credit department just cleared your account to Zero on 4/14/ As of 5/16/your balance on your Massey’s account is zero We apologize for any inconvenience this may have caused and if we can be of futher assistance feel free to contact me so I can futher assist you,
It is obvious that there lying is okYou can't win with dishonest practices being conductedI made an honest purchase, according to the way they were selling the itemsAfter they realized they made an error, they refused to admit itThe two items were placed together, quoted at one priceThis is why I ordered itIf you can't find a way out of this situation, I truly understandThanks anywayBy the way, I did attach a picture of the ad
Regarding case [redacted] for [redacted] A [redacted] zip code ***.The complaint states having ordered a pair of boots and they were not what was shown in the photo.After returning the boots the original shipping charges were still left unpaid and that is why the charges on the account stated to build with late fees and finance chargesOrdinarily the original postage is non-refundable as stated in the middle section of the catalog under Massey’s Guarantee (Sorry, shipping and processing charges are non-refundableBecause of the issues with merchandise not being as pictured and the size, I will remove all charges on the account and there will be a zero balanceIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***.The complaint states having ordered boots and Massey’s sent the wrong sizes and didn’t apply the 15% discounts that should have been applied.Complaint also states having to deal with agents who were not helpful and didn’t address her issuesMS Lee and I spoke today and we are waiting for the return of more pair of boots and giving another 10% off on pair she is keeping.After she receives her next statement if the amount is not what MS Lee thinks it should be she will be contacting me and we will review her account at that timeIf I can be of further assistance I can be reached at ###-###-#### or by email [redacted] Customer ServiceManager
Complaint Case Number [redacted] The complaint states that the Customer never received Black Boots that they orderedI would like to apologize for the way this situation was handled on the telephone Although the situation wasn't handled in a professional matter the information given to you was correctDue to the fact the items shipped out on January 30th and you had not contacted us about the missing items until June 15th we are limited on the assistance we are able to provideAs a one time courtesy I have refunded your account for the item, the return shipping for the first time you returned, and the original shipping and processingThe total amount being refunded is $The account accrued late fees and finance charges and was sent to collectionsUnfortunately because of the length of time that has taken place I am unable to remove the remaining account balanceYou will still be responsible for the remaining $We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, Carlyne [redacted] Ext***
Regarding Complaint # [redacted] The complaint states that the Customer still had a balance on her Massey's Payment Plan once she was refunded for the sneakers she returned. We do apologize for the misunderstanding, according to our return policy shipping and processing charges are non-refundable. As a... one time courtesy I have refunded the shipping and I have had the late fee removed from your account. You will have a zero balance within the next 2-3 business days. We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, Carlyne [redacted] Ext. ***
Regarding case [redacted] for [redacted] ***.The complaint states having returned order # item Timberland Bethel Boots for $209.95.Our records show a label was created but nothing was received or checked in.That said because our customers are important to us, Masseys will make an exception and issue a refund of $209.95.The balance on the account is currently $and once the $is removed that will leave a new balance of $102.90.Please allow to hours for this transaction to be completedIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Regarding case [redacted] Our records show the order was placed over the internet on 8-8-totaling $302.69.We show a down payment was received on 9-10-in the amount of $132.03.That amount was subtracted from the original total of $leaving a balance of $171.66.The order shows shipped on 9-11-and was delivered 9-16-by Fed-X.Fed-X shows signed for by [redacted] .Upon special request we can ask Fed-X for a copy if need beIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Complaint Case # [redacted] Customer is stating that they never received their order and are still being charged shipping for the orderI would like to apologize for any miscommunication on Massey's partI do see that we made a mistake and we should have refunded you the $for shippingI have refunded today and you should see it credited on your account within the next 24-business hoursAfter that the remaining finance charge will be written off as wellWe apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, Carlyne [redacted] Ext***
Regarding case [redacted] The complaint states Mr [redacted] never placed this order and did locate and return the items a year later.I see the credit for the return and the balance on the account is the result of original shipping, late fees & finance charges.I have addressed this with our credit deptand I am asking they clear this account and contact collections to cease any further contact regarding this accountIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Complaint states that Customer returned the order and wants to be refunded for the original shipping costsWe do apologize that the shoes did not work out for you, and that we did not have the next size you were requestingRegarding the shipping cost, our records show that you had called and spoke with a Supervisor on 1/19/and they refunded you the $for the Smart Label you used to return the order back to usOur return policy does state that you are responsible for the original shipping and processing costsDue to the fact that your account was only $after the Supervisor refunded you, our credit department just cleared your account to Zero on 4/14/ As of 5/16/your balance on your Massey’s account is zero We apologize for any inconvenience this may have caused and if we can be of futher assistance feel free to contact me so I can futher assist you,
It is obvious that there lying is okYou can't win with dishonest practices being conductedI made an honest purchase, according to the way they were selling the itemsAfter they realized they made an error, they refused to admit itThe two items were placed together, quoted at one priceThis is why I ordered itIf you can't find a way out of this situation, I truly understandThanks anywayBy the way, I did attach a picture of the ad
Regarding case [redacted] for [redacted] A [redacted] zip code ***.The complaint states having ordered a pair of boots and they were not what was shown in the photo.After returning the boots the original shipping charges were still left unpaid and that is why the charges on the account stated to build with late fees and finance chargesOrdinarily the original postage is non-refundable as stated in the middle section of the catalog under Massey’s Guarantee (Sorry, shipping and processing charges are non-refundableBecause of the issues with merchandise not being as pictured and the size, I will remove all charges on the account and there will be a zero balanceIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***.The complaint states having ordered boots and Massey’s sent the wrong sizes and didn’t apply the 15% discounts that should have been applied.Complaint also states having to deal with agents who were not helpful and didn’t address her issuesMS Lee and I spoke today and we are waiting for the return of more pair of boots and giving another 10% off on pair she is keeping.After she receives her next statement if the amount is not what MS Lee thinks it should be she will be contacting me and we will review her account at that timeIf I can be of further assistance I can be reached at ###-###-#### or by email [redacted] Customer ServiceManager
Complaint Case Number [redacted] The complaint states that the Customer never received Black Boots that they orderedI would like to apologize for the way this situation was handled on the telephone Although the situation wasn't handled in a professional matter the information given to you was correctDue to the fact the items shipped out on January 30th and you had not contacted us about the missing items until June 15th we are limited on the assistance we are able to provideAs a one time courtesy I have refunded your account for the item, the return shipping for the first time you returned, and the original shipping and processingThe total amount being refunded is $The account accrued late fees and finance charges and was sent to collectionsUnfortunately because of the length of time that has taken place I am unable to remove the remaining account balanceYou will still be responsible for the remaining $We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, Carlyne [redacted] Ext***
Regarding Complaint # [redacted] The complaint states that the Customer still had a balance on her Massey's Payment Plan once she was refunded for the sneakers she returned. We do apologize for the misunderstanding, according to our return policy shipping and processing charges are non-refundable. As a... one time courtesy I have refunded the shipping and I have had the late fee removed from your account. You will have a zero balance within the next 2-3 business days. We apologize for any inconvenience this may have caused and if I can be any futher assistance to you please feel free to contact me, Carlyne [redacted] Ext. ***
Regarding case [redacted] for [redacted] ***.The complaint states having returned order # item Timberland Bethel Boots for $209.95.Our records show a label was created but nothing was received or checked in.That said because our customers are important to us, Masseys will make an exception and issue a refund of $209.95.The balance on the account is currently $and once the $is removed that will leave a new balance of $102.90.Please allow to hours for this transaction to be completedIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Regarding case [redacted] Our records show the order was placed over the internet on 8-8-totaling $302.69.We show a down payment was received on 9-10-in the amount of $132.03.That amount was subtracted from the original total of $leaving a balance of $171.66.The order shows shipped on 9-11-and was delivered 9-16-by Fed-X.Fed-X shows signed for by [redacted] .Upon special request we can ask Fed-X for a copy if need beIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service
Complaint Case # [redacted] Customer is stating that they never received their order and are still being charged shipping for the orderI would like to apologize for any miscommunication on Massey's partI do see that we made a mistake and we should have refunded you the $for shippingI have refunded today and you should see it credited on your account within the next 24-business hoursAfter that the remaining finance charge will be written off as wellWe apologize for any inconvenience this may have caused and if I can be any further assistance to you please feel free to contact me, Carlyne [redacted] Ext***
Regarding case [redacted] The complaint states Mr [redacted] never placed this order and did locate and return the items a year later.I see the credit for the return and the balance on the account is the result of original shipping, late fees & finance charges.I have addressed this with our credit deptand I am asking they clear this account and contact collections to cease any further contact regarding this accountIf I can be of further assistance feel free to contact me by email or at ###-###-#### [redacted] Customer Service