Mason Companies, Inc.

Regarding case *** for *** *** *** zip code ***After speaking to MS Rice there was a payment she had made that wasn’t showing when she received her statement.The payment came in on the 31st of January and she statement is now correct.This matter has been resolved. If I can be of
further assistance I can be reached by email or at ###-###-####. *** ***Customer Service

Regarding case *** for *** *** zip code ***.The complaint states having ordered and returned items and never receiving a statement but received a phone callThat was the first Mr*** knew of a $balance with our company.As a one-time courtesy we will remove the balance
on the account of $65.34. That said I would like to point out the original postage is the responsibility of the customer.This is noted in the middle section of the catalog under “Mason Guarantee” the last sentence (Sorry, shipping and processing charges are non-refundable.) If I can be of further assistance feel free to contact me by email or at ###-###-#### *** ***Customer Service

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Regarding case *** for *** *** zip code ***.The complaint states having returned the boots and also making payments of $each.Our records show there is a difference of $that is owed to MS Baker.Having already credited $the $that we are crediting today will total
the entire $paid. I apologize for the error in refunding, it appears when the item was returned it was overlooked that a mistake was made when sending out the order and the entire amount was due the customer. If I can be of further assistance feel free to contact me by email or at ###-###-####. *** ***Customer Service

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having placed an order but called to cancel when she realized the order would arrive when they would not be home to receive.Our records show the order shipped on 7-30-2014 but Ms. [redacted] said the package was not at...

their residence when they returned home.I am sending a tracer form that needs to be signed and returned.When the tracer is sent back stating the package was never received  we will clear the account. If I can be of further assistance I can be reached by email or at [redacted]Customer Service

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me. 
Regards,
 
[redacted]
 
 I have reviewed this email and accepted the apology from the company customer service department. Thank you.

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states Masons & Masseys are charging for merchandise the customer doesn’t have.What is being charged on both accounts is the original shipping charge which when left unpaid accrue finance charges and late fees.Both...

catalogs have the catalog guarantees stated in the middle section of the catalog  both are under Guarantee, (items must be returned within 120 days in their original & unworn condition) Sorry, shipping and processing charges are non-refundable. All of our customers are important to us, satisfaction is our #1 goalIt is important that customers read the terms and conditions so these types of issues do not occur.That said we will do a one-time courtesy and remove all charges so both accounts show a zero balance.  If I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]Customer Service

Regarding case [redacted] for [redacted]r zip code [redacted]. Thank you for contacting Masseys regarding this issue. This is the first time I am being made aware.I have contacted our credit dept. and the accounts will be combined keeping the account # [redacted] and the new balance after removing...

the late fees and finance charge is $92.42. I apologize for any inconvenience this may have caused and if I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]Customer Service Manager

Regarding case [redacted] for [redacted] zip code[redacted].The complaint states having to pay for return shipping charges and having dealt with a rude customer service operator. The complaint talks about the website stating Easy Returns and using the shipping label and having $6.95 deducted from the...

refund. If you continue to read the bolded statement it reads The Return label service is not available for Amazon and PayPal orders. I understand that could easily be an oversight so we will issue the amount of $17.45 back in the form of a check. That check will be issued to James [redacted], the name on the order.I would like to apologize for the way in which you were treated when calling Shoemall concerning the return of this order. That is not the experience we want our customers to remember when doing business with our company.All of our customers are important to us and we look forward to serving you again in the future. If I can be of further assistance I can be reached by email or at ###-###-####. [redacted]Customer Service

Regarding complaint [redacted] for [redacted] zip code [redacted].
The complaint stated having requested to have order 49960073 cancelled.
The order has been canceled and the complaint also asks to no longer receive catalogs from Massey’s.  
Both requests have been taken care of and I would like to apologize for any incorrect information that was given.
 
If I can be of further assistance I can be reached by email or at ###-###-####.
[redacted]
Customer Service

Review: I was making an attempt to order an item that the agents were having a difficult time getting in the system on May 5, 2014. As a result I added two addition items to the order. I received a phone message a day latter indicating the order was a go. When I call back to confirm the agent informed me he could not bring up the one item, so I just cancelled the order on May 7, 2014. I call back to reorder the Cardigan item number LM706804 on May 14, 2014. I have a fraud alert on my account so I received a notice in the mail to contact the credit department. I contacted and expressed my concerns about the difficulty experienced in ordering this item and I did not understand the need to always identified myself each and every time I submit an order when my account has been established and no changes has been made to my information on the account. Nevertheless, the person in the credit department on May 19, 2014 verified my information and said that my item would ship out in 7 to 10 days. I was waiting to received a notification of when my items shipped that I never received. I call customer service on May 24, 2014 to find out my shipped date and was told that my order was cancelled and that I had hung up on an agent. I was dumbfounded. After business is concluded and there is nothing left to say one ends the calls. I have a cordless phone, I push the button to end the call. Did I need to sweet talk or appease someone's ego at the end of the call to get my order shipped out. This is the first, I feel that the order was a difficult one because of the problem the agents were having with inputting the number of the one item I wanted. To add insult to injury I felt I was being treated suspiciously because of the fraud alert and the city in which I live. To deliberately cancel the order of May 14, 2014 was done by the agent out of spite and to say that I cancelled this order was not true. If that was the case, I would not have contacted the company on May 24, 2014 inquiring about the ship dat.Desired Settlement: I want the item shipped 2 day express. Mason had already waived the shipping cost because of the problems with ordering this item.

I ordered two pairs of shoes in September, using Masseys credit line. They charged me $20 more for one pair than they advertised. I paid the advertised price and included a letter with my payment telling them this and requesting a corrected bill. I returned the second pair of shoes. I called them in October, after receiving a bill for the incorrect amount again. I was transferred to billing by customer service, who was unable to separate the return shipping charge from the incorrect item amount. Billing was rude and refused to cooperate with me to identify the billing error. I sent a letter to Masseys credit with pictures from their catalog of the shoes and price, as well as to complain about the billing people. They received the 2nd letter on Nov 3. On Nov 13 they typed a letter sending me my statement. Incorrect but now containing finance charges on the shipping label for the return, as well. The credit agreement requires communication within 60 days. It's my opinion that this is a delaying pattern that is intended to force payment, regardless of their errors, in order to avoid a negative credit report.

Review: I AM SURPRISED THAT MASON AND MASSEYS ARE CHARGING/ BILLING ME $30.00 A PIECE FOR RETURNING SHOES I RETURNED.

I HAVE IN THE PAST ORDERED FROM THEM NOT KNOWING THEY ARE THE SAME COMPANY. (MASON AND MASSEYS) I FEEL THIS IS UNFAIR TO CUSTOMERS AND CONUSMERS ORDERING THEIR PRODUCTS.

IF THE SHOES DID NOT FIT AND OR IF I DID NOT LIKE THEM WHY WOULD I KEEP THEM? AND WHY AM I PAYING $30.00. A PIECE = $60.00 .Desired Settlement: sTOP BILLING ME FOR MERCHANDISE I DON'T HAVE!!

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states Masons & Masseys are charging for merchandise the customer doesn’t have.What is being charged on both accounts is the original shipping charge which when left unpaid accrue finance charges and late fees.Both catalogs have the catalog guarantees stated in the middle section of the catalog both are under Guarantee, (items must be returned within 120 days in their original & unworn condition) Sorry, shipping and processing charges are non-refundable. All of our customers are important to us, satisfaction is our #1 goalIt is important that customers read the terms and conditions so these types of issues do not occur.That said we will do a one-time courtesy and remove all charges so both accounts show a zero balance. If I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]Customer Service

I Recently ordered two pairs of shoes. They arrived and the deck shoes were of poor quality and the boots were too large. I sent them back per return instructions asking for a refund on the deck shoes and an exchange on the boots. Mason emailed me indicating the boots were discontinued and that I owed them 27 dollars for shipping therefore I spent 27 dollars and have no shoes. Very poor customer service and made in China poor quality.

Review: did a illegal credit check on equifax and trans union and it was a hard credit check effected my ratings ran illegal credit checks on 5/20/2014 when have already have a acoount with almost all my credit balance paid I was ordering something which was way under my availble credit and they ran this check contacted them told me nothing they can do this is effecting my ratings and I want this off I have had this account with them almost three years and paid all my bills on time remove asap my unpaid balance is 35.00 and have availble credit of 215.00

Product_Or_Service: n/a

Order_Number: n/a

Account_Number: 045902265-02Desired Settlement: DesiredSettlementID: Other (requires explanation)

I will pursue legal matter if not resolved they need to do their job

Review: My dad purchased a pair of slippers and winter boots from this company for me. When they arrived I tried them on and found them to not fit properly, We contacted the company about returning the items and their first response was unhelpful and didn't make sense. We contacted them again to clarify things as their website states Easy Returns and that you can use the return shipping label included with your order to return the items and have $6.95 deducted from your refund. Their response to this was that we would still have to pay for return shipping as the label is not a prepaid label....my dad ended up paying over $17 to have the items shipped back to them return receipt requested so that we could have confirmation they received the items. This is not an easy return and if you still have to pay for return shipping then you can't use the return label included with the order. Their customer service was not very knowledgeable or helpful. We are very displeased with the service we received. They stated that it isn't their fault the shoes didn't fit well I'm sorry it isn't my fault either and then shouldn't say one thing and not have it be true.Desired Settlement: In addition to refund of the items ordered that have now been shipped back I feel that because of their lack of customer service and false advertisement of easy return and being able to use the return label we should have the return shipping of about $17 refunded as well.

Business

Response:

Regarding case [redacted] for [redacted] zip code[redacted].The complaint states having to pay for return shipping charges and having dealt with a rude customer service operator. The complaint talks about the website stating Easy Returns and using the shipping label and having $6.95 deducted from the refund. If you continue to read the bolded statement it reads The Return label service is not available for Amazon and PayPal orders. I understand that could easily be an oversight so we will issue the amount of $17.45 back in the form of a check. That check will be issued to James [redacted], the name on the order.I would like to apologize for the way in which you were treated when calling Shoemall concerning the return of this order. That is not the experience we want our customers to remember when doing business with our company.All of our customers are important to us and we look forward to serving you again in the future. If I can be of further assistance I can be reached by email or at ###-###-####. [redacted]Customer Service

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: PURCHASED CLOTHES ON A SMALL LINE OF CREDIT. PAID BILL IN FULL 12/10/13. MINIMUM PAYMENT WAS 6.99 - I PAID $51.37, CHECK # 1259, MARKED PAID IN FULL, MAILED ON 12/10/13. PAYMENT WAS DUE 12/15/13. PAYMENT WAS CONVENIENTLY POSTED TO MY ACCOUNT ON 12/16/13, LEAVING A 0 BALANCE. I THEN RECEIVED A BILL FOR $10.75 AS A "LATE CHARGE" AND "FINANCE CHARGE" ON AN ACCOUNT WITH A 0 BALANCE AND I AM OUTRAGED.Desired Settlement: I WANT THIS BALANCE REMOVED FROM MY ACCOUNT, NOT WRITTEN OFF, BUT REMOVED. THIS IS THE MOST RIDICULOUS THING I HAVE EVER SEEN.

I made an online order at Masseys Credit last June 14, 2016. I checked the status online because I requested it to be shipped express, I found out that my order was put on hold and Masseys is kept on calling me to get more information. I called them why and why I hae a new account of [redacted] on my order, the CSR is very helpful as well as the billing department to correct my account. The account was corrected. I remembered they told me that if I made changes on the account it will create a new one. with the last ordered I made, I ensure that I am in the right account.So yesterday, June 19 I made another order only to find out that they created a new Customer account number [redacted] I checked the status of my order and only to find out that it is in a new account again. For the second time this is unacceptable. What if I am not checking my account number with them and it was put on a new account, then what a collection will kept on calling me because I still have a balance of 34.75. I called them again to ask why it happened and if they can cancel it and place it in my old customer account number [redacted]. they put me on hold for a long time and eventually I got a customer rep on the line (please take note the first customer rep I was able to talk was so rude and mean)- so the second was polite and I was able to ask if she can waived 50% of the shipment fee and she said she will be transferring me to Britney their Supervisor who is so rude and mean and hung up the phone while I am still talking. Where in fact I am just asking if she can waived 50% of the shipment since they mess up, their system and she kept on telling me and yelling a me that they did not mess up. So, my tendency is to speak with her in my language, then talk again in English to ask if I can see my old account only to find out that no one is on the other line. SHE WAS SO RUDE AND MEAN TO THE CUSTOMER AS WELL AS THE FIRST CUSTOMER SERVICE THAT I SPOKE. I called again and was able to speak with Kayla who was very helpful to me and was able to answer all my questions politely. She even explained to me why she can't give me the 50% waive on my shipment. And when I asked if I can see the order that I place on my new account she politely said that yes after she place the order which I also ask to Britney and she said NO without explaining why. I DON'T KNOW WHY bRITHNEY BECAME A SUPERVISOR WHERE IN FACT SHE IS SO RUDE MEAN AND AN [redacted]....I HOPE TP RESOLVE THIS MATTER!

Review: I returned some items back to this company a week ago because they were way too large for me and wanted to exchange them. I talked with a customer service and they said to return them. I find out today 1/21/16 they were returning back to me because it passed their warranty exchange time? These are brand new and never worn. All I wanted was to exchangeDesired Settlement: I want these items exchanged for clothing that fits me I already included that with the slip when package was mailed back to them. I also would like my shipping of 18.00 refunded back to me since I now may have to resend back to them again. I will not pay for items that do not fit me and are brand new

Business

Response:

Regarding case [redacted]The complaint states returning items for exchange and having received them back from K Jordan.After reviewing the case I see the order was placed back in September of 2015.Our K. Jordan guarantee is featured in the middle section of the catalog and on the web-site, items need to be returnedwithin 90 days.Items need to be in their original and unworn condition. When reviewing the original order I was able to see notes that have been posted to the order that we will make a one-time exception and accept 4 of the 5 items you returned.Item 707396 which is a White, Black & purple tunic priced at $34.95 shows signs of having been worn so that item we will not accept back.We will refund 1 of the return postage charges so you will see the credit of $18.00 put back on the account. I would like to mention there was only 1 payment of $29.00 made on 10/19/2015.There are late fees and finance charges on the account.At the time the purchase was made you agreed to make the required payments on your K. Jordan account and again I am only seeing the 1 payment. That said when the 4 items are returned we will replace if the sizes you are requesting are still available. If I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]Customer Service

Review: I called to ask about my statement from Masseys. My statement was billed incorrectly, so I called to find out that it was indeed incorrect. So, the young lady who answered the phone was very rude, even hung up the phone. Her name was [redacted]. That was truly uncalled for. I have been a customer of Masseys since 2005. Please rectify this situation for me?

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted]After speaking to MS Rice there was a payment she had made that wasn’t showing when she received her statement.The payment came in on the 31st of January and she statement is now correct.This matter has been resolved. If I can be of further assistance I can be reached by email or at ###-###-####. [redacted]Customer Service