Mason Companies, Inc.

Review: Account turned over for collection in my name, however I have never had any dealings with Mason Companies (Stoneberry) , never ordered any merchandise from said company and never received any product from said company. Have POD of merchandise shipped to another person and have contacted said company and they stated it was ordered by me and shipped to someone else. I have contacted our local police department and show them the FedEx POD for merchandise and they stated said company should contact the person that received their merchandise. I have never had Stoneberry's catalog in my home and never received any invoices or statements from them. I have never heard of them until receiving a call from the collection company (with Texas number)Desired Settlement: Charge the person that received their merchandise and clear my name with the collection agency

Business

Response:

Regarding case [redacted] for [redacted] zip code 37920.

The complaint states [redacted] never ordered or received items from Stoneberry during 2012 or any other time. A fraud pkg. was sent to [redacted] and is in the process of being completed and returned to [redacted] in our credit dept.

[redacted]’s daughter (Sue Long)verified the information we have on file for the last 4 of the social security number and date of birth did not match that which we have on file.

Upon return of the fraud pkg. this matter will be taken care of.

If I can be of further assistance I can be reached by email or by calling [redacted]

Customer Service

Review: I recently received a bill from Masseys after purchasing some shoes from them online. I noticed that I hadn't been given credit for a check in the amount of $23.34 that I had sent them. I called their billing department and spoke to one of their employees who tried to tell me that I had been given credit for it, when I knew I had not. When I did the math for him, he then told me there was no record of me sending them a check(after he already told me I had been given credit for it). I pulled up my bank account online and let him know that the check I sent to his company went through on June 17th. After giving him that information, they miraculously found the record of the check I sent them, and he transferred me to customer service. The lady I talked to tried to tell me that I was not getting credit for the check because they were charging me twice for shipping, which didn't make any sense. By this point I had been on the phone with them for forty minutes and had been told multiple and conflicting things about where my money had gone, so I just said "thank you" and hung up.Desired Settlement: If Masseys had given me proper credit for the money I sent them, the amount I owe them should be $38.21. However, given their dishonesty, and the irritation and stress I've had to deal with in this situation, I would like them to bring my balance to zero so I don't have to have any further dealings with their company.

Review: I RECEIVE S.S.I. PAYMENTS ON THE FIRST OF THE MONTH I PAY ALL MY BILLS ON THE FIRST OF THE MONTH ,I MADE MY PAYMENT TO MASSEY'S ONLY TO BE BILLED A LATE FEE WHEN MY PAYMENT ISN'T DUE UNTIL THE 31ST OF THE MONTH .I CHECKED TO MAKE SURE PAYMENT HAD BEEN RECEIVED TO FIND THIS CHARGE ON THE WEB SITE WHERE I MAKE MY PAYMENT'S THERE IS NO WAY TO SEE YOUR PAYMENT HISTORY OR ANY ACTIONS MADE ON YOUR ACCOUNT. IT ONLY STATES CURRENT WHICH IS WHAT I SAW WHEN I MADE MY $20.00 PAYMENT ON 12/04/13 AS MY BILL STATED WAS DUE BY 12/31/2013 . I THEN GET A BILL ON 01/31/2014 THAT STATES I OWE A $50.00 PAYMENT THIS TIME I'M THINKING WHAT IS WRONG WITH THIS WHY IS IT SO MUCH MORE THAN IT SHOWED ONLINE AND MY PAYMENT WAS NOT THAT MUCH BEFORE! I THEN MADE A $50.00 PAYMENT ON 01/31/2014 AS STATED ON MY BILL I CALLED TO FIND OUT THAT MY PAYMENT I MADE WAS NOT CREDITED RIGHT FROM 12/31/13 THEY APPLIED IT TO A PAST MONTH OR SOMETHING WHEN I TRIED TO GET THEM TO CORRECT IT THEY WOULD NOT .I HAVE TRIED REPEATEDLY TO CORRECT THIS SITUATION TO NO AVAIL I COULD SEE IF I DID NOT MAKE A PAYMENT BUT I DID I MISSED 1 MONTH BEFORE IN OCTOBER AND THEY HAD ME PAY $40.00 AND THEY REMOVED THE LATE FEE THIS TIME I PAID ON TIME SO WHAT IS THE PROBLEM.IF I PAY ALL MY PAYMENT'S BEFORE THE DUE DATE IS DUE ,IF MY BILLS DUE ON THE 20TH OF THE MONTH GET PAID ON THE 1ST OF THE MONTH I PAY IT FOR THAT MONTH, NOT LAST MONTH WHY DO THEY TAKE A DECEMBER PAYMENT AND APPLY IT TO A NOVEMBER PAYMENT..THAT IS SO WRONG... I JUST WOULD LIKE THE LATE FEE REMOVED AS I WAS NOT LATE IN MAKING MY DECEMBER PAYMENT I MADE ON THE 4TH OF DECEMBER...THANK YOUDesired Settlement: THE $15.00 LATE FEE CHARGE REFUNDED..

Business

Response:

If Ms. [redacted] could contact [redacted] will be able to answer any questions.

Review: We have been sending Masseys payments on a monthly basis, but the balance on the account never seems to go down. We have e-mailed them on several occasions and they never seem to receive our payments that are for the most part sent via money orders. We sent an on line payment of $70.00 on 12/10/13, on 12/30/13 we sent a money order for $50.00 (#[redacted]), on 2/5/14 we sent a money order for $49.72 (#[redacted]), and on 2/28/14 we sent another money order for $50.96 (#[redacted]). Where is this money going? The money orders are being sent with the bill so I can't imagine why they are not being received. I'm not sure about the account numbers because sometimes I see a different account number than before. We have paid around $220.68 in the last few payments. I don't know what is going on, but Masseys needs to tell me what is the problem.Desired Settlement: Credit all of these payments into our account. We don't want to owe Masseys anymore money. After we pay off this account, we don't want to ever order from them again.

Business

Response:

Regarding case [redacted] for [redacted] zip code 76541.

The complaint states having made several payments but not having the monies applied to the account.

In checking into this issue it was discovered there are two different accounts for Masseys for this customer.

It looks like all of the payments have been applied.

Account [redacted] has a balance of $104.83

This account is for order [redacted], 2 items styles [redacted] CML suede leather ankle bootie $89.95 & style [redacted] suede leather ankle bootie for $89.95. Two payments have been received and credited to this account.

$49.72 was credited on 2-13-2014 & $50.96 was credited on 3-12-2014 leaving the balance on this account at $104.83.

The 2nd account is [redacted] and has a balance of $51.71. This is the result of order [redacted] for 4 items style [redacted] Blk Health Walking shoe for $109.95, style [redacted] Tan suede walking shoe in sizes 9 ½ M, 6 ½ M, and

7 ½ M at $101.99 each.

We show two payments have been credited to this account.

1st payment for $70.00 was received on 12-9-2013, 2nd payment for $50.00 was received and credited on 1-8-2014.

It appears the 2nd account was created when the internet order was placed.

We will forward the 2 accounts to our credit dept. and ask they be combined to 1 account, typically they keep the oldest account.

If I can be of further assistance I can be reached by email or by calling 1-800-627-7397 ext. 4278.

Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your e-mail, unfortunately there are things that need

to be adjusted, for example under the 2nd account that you are talking about, order [redacted], there were two pairs of shoes returned because they were to tight

and those were the size 91/2 M, and the 6/1/2 M. The black new balance shoes and

the 7/1/2 tan suede we kept. Masseys told me last year that we were given the

credit back for returning those shoes. Please adjust this.

Review: I order a pair of shoes and they did not fit. I payed to have them returned and they say that they r 100 % sat..

Now they have put me into collection with CBC and the amount now is $47.15. That is over 1/2 what it cost and I dont have the shoes. What I am paying for is nothing that I have.

This is a way for them to get money for nothing in return. I talk to them before it went to collection and they still wanted the money. This is a scam to take money from people.Desired Settlement: To stop contacting me and to change the billing to I dont own them anything.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

This is the first time I am seeing this complaint so I will have the charge of $47.15 cleared from the account.

I will also notify the credit dept. and have the credit bureau stop contacting him.

I would like to note the charges are the result of original shipping which are totally legitimate. That charge went unpaid and resulted in late fees and finance charges.

This is not a hoax or scam to steal money from our customers.

Please note the section in the catalog marked “Mason Easy-Pay Guarantee”

(Sorry shipping and processing charges are non-refundable.)

This information is made available to all customers and again listed for everyone to read.

If I can be of further assistance I can be reached by email or at ###-###-####.

Customer Service

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

The charges were the result of the original postage and finance charges.

Late fees accrued resulting in the charge of $47.15.

Even though the charges had been removed last June the finance charges and late fees kept occurring.

A note to the credit dept. has been sent instructing them to contact the collections agency and have them cease any further attempts to collect from Mr. [redacted].

If I can be of further assistance I can be reached at ###-###-####.

Customer Service

Review: Masseys advertise a set amount of money that you will be charge for an outstanding balance. When I called the customer service office last month(June 2013) to discuss my bill amount of $60.00, they said it was because my balance was $600.00. I returned many items for different reasons. Which lower my outstanding balance to $445.23, when I called to discuss what amount would a person be charge with the balance of $445.23, I was told $27.00. However the billing department told me, that because my prev. bill was $600.00 the $60.00 charge each month will remain the same. This company advertise one billing price,in there book, but they turn around and charge the customer what ever amount they want to each month.Desired Settlement: I am requesting to have my monthly payment lower, to the $27.oo that is stated in the Massey books.

Business

Response:

Thank you

for bringing this matter to our attention. One of our Lead Customer Service

Representatives will be in touch with Ms. [redacted] forthwith.

Review: Hello,I have sent the following payments for account [redacted]: 130.00 cashed on 4/9/13, 43.00 cashed on 5/6/13 and 55.00 cashed on 6/4/13. When I contacted Masseys not only was I informed that they never received payment but the money sent was not posted to my account. Masseys uses the same format for a billing statement as [redacted]. When payment is received it is decucted from the balance(amt. owed) and the new order requested is suppose to be on the statement. Masseys did not post my payment nor send me an itemized statement which reflects where the money went. I requested this statement over 1 week ago. I would like to know why the new order is not added to the balance and the amount paid deducted from the balance.thank you[redacted]###-###-####Desired Settlement: Change the policy. Allow all new and current orders to be added to current balance and deduct the amount owed when the customer pays. Also, send an itimized statement in the same format that montgomery wards does including the item(s) ordered and the amount paid.

Business

Response:

Thank you

for bringing this matter to our attention. One of our Lead Customer Service

Representatives will be in touch with Ms. [redacted] forthwith.

Review: this company was absolutely rude. I complained about a $15 late charge and they never sent a bill until may, and I was not yelling. the person talked over me, was nasty, argued, copped an attitude. two supervisors did the same. you lost my business. what company says rude things like you did to customers and be rude and nasty to their customers who arent happy with something. your e very unprofessional, treated me nasty and I will NEVER shop with you again.you treat your customers rotten. beware of dealing with this company. they cop an attitude,say rude things treat you mean, and are darn right nasty. they dont deserve my business. youre in the wrong business. my husband is a manager and if he was as rotten as you were to me, he would get fired. you dont know how to deal with the public or handle people who are not happy with things. and dont defend yourselves, I did not raise my voice. your the nastiest customer service people I have ever dealt with. good riddance, I dont do business with businesses who are nasty as you to their customers.this on your record for all to see. and I hope people take heed to it.Desired Settlement: nothing , but to have this displayed to warn other people

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

Per MS [redacted]’s request the $15.00 late fee along with the finance charges of $3.26 have been removed from her account.

The remaining 65.91 is the balance on her account.

I apologize for the poor customer service you had when calling about your bill.

Our operators are expected to give all of our customers the utmost respect and the best customer service possible.

If I can be of further assistance I can be reached thru email or by calling ###-###-####.

Sincerely

Customer Service Manager

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 shoes that were not true to size. returned for exchange and again product was not true to advertized size. returned product. never received any type of correspondence from mason shoes after second return. now I received and returned a call from mason shoes on 01/09/2015 at approx. 11 a.m. est. they proceeded to state that I owed them $60.00. when I asked why I was informed that it was return shipping plus late charges. I told customer service rep that I never was contacted prior to when I returned their call. I told them I would pay initial return charge but not late fees due to no prior contact. no help. asked for supervisor but was put on hold for approx 30min and finally gave up trying to speak to mgr. very upset and disillusioned about this company and their practices.Desired Settlement: reverse late fees

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having ordered and returned items and never receiving a statement but received a phone call. That was the first Mr. [redacted] knew of a $60.00 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 ###-###-####. [redacted]Customer Service

Review: I ordered pair of boots, son wore for approx. 2 weeks when his son noticed one was the 1000grain and one was 600grain. My son said he wondered why one foot was warmer. Called they said send back. I sent back didn't hear from them called and they said out of stock, would refund money. I had paid $60 and they only refunded $38.95 as they charged the shipping for delivery and return. I do not think this is fair as it was not my fault they sent two different booths and I should not have had to pay shipping plus return shipping!!Desired Settlement: Refund or another pair of boots like I ordered as they were a gift to my son.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having returned the boots and also making 2 payments of $30.00 each.Our records show there is a difference of $21.05 that is owed to MS Baker.Having already credited $38.95 the $21.05 that we are crediting today will total the entire $60.00 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 ###-###-####. [redacted]Customer Service

Review: The company has billed me for products from a cancelled order. I placed the order in the second week of July and then cancelled the order when I discovered the shipment would not arrive until we where away visiting family in NC. The company claims that I placed the order on the 27th of July, which is imposable due to my entire family being in a car somewhere between NC and MI at the time. Even if we where somehow able to place the order,we where not here to receive it. We have since called customer service multiple time and where led to believe the account was under investigation, in the meantime we are continually receiving phone calls and bills in the mail.Desired Settlement: I would like my account cleared of this charge that never happened. We want the billing and calls to end.

Business

Response:

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]. [redacted]Customer Service

Review: On 9/25/15 I tried to make a payment on line, but was unable to do so, so I called in the payment, and was told that sometimes that happens (that you can't make a payment on-line, for whatever reason), so I made the payment over the phone, and today, 9/26/15, when I checked my bank account, there was two deductions taken. I have tried to contact them by phone, but I had no luck. So this is my purpose for filing this complaint. I am on a fixed income, and I can't afford to have errors like this made.Desired Settlement: To have my payment refunded immediately (I'm on a fixed income, and cannot afford these types of errors)

Review: Masseys has billed me on two separate accounts and I have contacted them since 1-2-15 to link the accounts and nothing has been done. I have been paying one account on time every month and I cannot budget in two payments per month on two accounts. I have been charged late charges on the second account and they keep telling me the charges will be waived when the accounts have been linked. It appears they refuse to link the accounts and my credit is being adversely affected.Desired Settlement: I would like the late charges and finance charges assessed on the late charges credited on the account and the two accounts linked.

Business

Response:

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

Review: I placed an order on September 10, 2014 for $70.94. When I placed the order, I asked what my credit limit was and was told it was $100 and that I could cancel the order later if I liked. I decided later that day that I didn't want the order and I called about three hours later to cancel and was told by a rude customer service representative that the order had gone through credit and was approved and that I could not cancel the order. I explained to the representative that I just placed the order three hours ago and there was no way I could not cancel the order and it has not shipped. I informed her I wanted to speak to a supervisor, which she transferred the call to a [redacted], who could not give me a last name. This [redacted] was rude and nasty and said I could not cancel the order either that the order had gone through credit and been approved. I informed her of the same and that I will send the order back when it is shipped. I then ended the call and called back again and spoke with a different customer service representative who said, it takes two to three days for an order to go through credit for approval according to their Terms and Conditions. The previous customer representative did not tell me the truth. I did inform this representative that I did not want the order and to cancel it and she informed me to call back in 24 hours. I want this ordered cancelled immediately and this issued resolved because I do not believe these people are being truthful with me and I do not want to do business with this company in the future.Desired Settlement: Cancel the order. The order #[redacted]. Discontinue sending their magazines too.

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: I had issues with orders from this company since I first ordered in November 2015. I called twice on Jan 6 to reach [redacted] and spoke to several reps who didn't help. They told me call back on Jan 7 to speak to [redacted]. I called back on Jan 7 five times or more and every time I was transferred and hung up on. My bill is showing $457 which is in correct. I ordered 2 pair ugh boots prices at $154.95x 2 pair =$309.90 less 30% off my order coupon = $219 and now they billing me for over $457 and no associates will help me. I have a bill due Jan 10 for $14 and I disagree with the balance. They say if it's not paid on time I'll get a $15 late fee vim not paying this bill till the balance is corrected. I keep calling the rep [redacted] who I filed the last Revdex.com complaint and can't reach her due to reps hanging up on me. This is the worst company to do business with.Desired Settlement: They need to correctly adjust my bill to the correct amount for 2 boots less 30% off or I will return both boots and never order here again.

Business

Response:

Regarding case [redacted].The complaint states after placing an order in November having issues with her balance and the service she received.I spoke to MS [redacted] and we agreed that with a zero balance after having returned several items and receiving the correct discounts this matter has been resolved.MS [redacted] knows if she has any further concerns she can reach me by email or at ###-###-####. [redacted]Customer Service

Review: I ordered a pair of shoes from this company. I ordered the size I always purchase from stores. But their shoes was too tight on my feet. I mailed them back with the return form they sent with the shoes. After time had passed I got a bill from them.I set it aside thinking they forgot they have their shoes. After I kept getting higher bills each time I called them,they said it was the cost for them to mail me the shoes and the cost for me to mail them back. But each month they keep adding 15.00 late fee ? I had two surgery had work on my car 2 times and can hardly buy food for myself. I need them to take off all those finance charges and late fees 'I don't have an account with them. Please and thank you. I can pay for the shipping price 10.00 a month. [redacted]Desired Settlement: I need them to take off all finance and late fees

Business

Response:

Thank you

for bringing this matter to our attention. One of our Lead Customer Service

Representatives will be in touch with Ms. [redacted] forthwith.

Because I have unbelievably wide feet, I ordered a pair of shoes from Mason several years ago and have been very pleased with them. In November I ordered two more pair, neither of which fit. I returned them using the enclosed mailing label. HOWEVER, I paid $19.99 for shipping and handling to me, PLUS $7.95 for use of the return label. $27.94 is about 100% too much to pay for the opportunity to try on two pair of shoes! I will not order from them again....

Review: I recieved an email March eleven that my order had shipped I didn't recieve anything until Friday 3 25 I recieved a bill for 69.92, I called in and spoke to Kelly ,she said they were advised the package was returned to them because of wrong address, I asked if she would correct This bill and she said no,not until we get the items ,I've never recieved anything and they were advised by the post office that it was sent back wrong address, I don't know why a bill was sent,and I don't want to be billed late payment charges I sent the company a email and they say the don't talk on email called in, but I had called in and I put that in my email. Correction is needed. Thank youDesired Settlement: Correction on the bill, I don't owe them anything .

Consumer

Response:

There was no amount due before this. I didn't owe anything this is the first bill I've had from this company in about five months or more. I didn't recieve the items since I ordered them.

Review: bought 2 shoes it cost me $249 I have sent my payments for 3 months but up to now the balance is still $220. now they increases the minimum payment to $74.00 in which I did pay email them why no respond.Desired Settlement: I owe them $200 something every month the amount never goes down but the minimum payments keeps going up now they want me pay $74.00 in which I did. Just to warn other consumer beware this is a rip off company.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].After reviewing the account the following is what I found.Original order was placed on 1-14-2015 for $246.89.1st payment was received on 2-20-2015 for $50.00.Monthly finance charges were $4.77 for February & $3.93 for March.Because there was no payment received in March a late fee of $15.00 was charged.2nd payment was received 4-17-2015 for $75.00.Order totaled $246.89Payments made were $125.00Monthly finance charges $8.70Late fee $15.00 The payments, monthly finance charges & late fees are all explained on the insert between pages 1 & 2 in the catalog and on the web-site.As a one-time courtesy we will remove the late fee so that brings the balance down to $130.59.I always encourage customers to read thru the terms and conditions so there is a clear understanding of how the billing cycles work.

Review: I have been a faithful, loyal customer of Masseys since 2010. I have had a few pairs of defective shoes from them, but they unraveled soon after purchase, so I was within their 120 day policy. What about a shoes that falls apart shortly after the 120 day mark, like 20 days after? Is that SHOE DEFECTIVE--yes it is. Should that company take resposibility for their quality of products YES they should. Any normal company like Nordstrom or Macys would have easily taken back something if it was their fault, no matter how long it was.

I had 2 pairs of Jake Oxford, and when I told the girl (after wearing them only 3 times or so) that the seam on a wide shoe just came aloose on the bottom (ihave narrow feet!) she robotically replied, but its past our 120 day. I thought the first pair was a fluke....................when I accidently examined the 2nd pair of shoes in exactly the same style, the snake skin was peeling off. Ihad worn these even less---Nordstrom would have grabbed those shoes so fast, and apoligized, and refunded my money. NOT MASSEYs, they promised me they would accept these back by email, and refund me as a 1 time courteys. After I packed them up and sent them I waited. Today Thursday the 5th they returned them back to me.

This company DOES NOT TAKE RESPONSIBILITY FOR THEIR MISTAKES, I PRAY THEY CHANGE OR GET OUT OF THE RETAIL BUSINESS. ..Desired Settlement: IF THEY EVEN VOLUNTEERED TO SEW THEM UP OR REPAIR THEM, AT LEAST THEY TRIED TO MAKE IT RIGHT--BUT THEY DIDNT OFFER ANYTHING----

I JUST HAVE TO EAT THE COST OF 98.00 X 2!!! ON TOP OF THAT THESE SHOES WERE SO SLIPPERY ON THE BOTTOMS THAT I HAD TO LIGHT SCORED WITH A BUTTER KNIFE , SO THAT I WOULD NOT FALL AND BREAK A HIP!..............MANY REVIEWERS CLAIMED THAT THESE "JAKE OXFORDS" WERE SLIPPERY, AND THEY HAD TO SEND THEM BACK---

THEY ACCUSED ME OF SCUFFING THEM UP ON THE BOTTOM, WHEN I CLEARLY EXPLAIN WHY---DONT SELL SHOES THAT PEOPLE CANNOT WALK IN SAFELY, AND I WONT HAVE TO SCORE THEM ONT HE BOTTOM--PROBLEM SOLVED.

FACE YOUR UNFAIR POLICIES AND CHANGE OR GO OUT OF BUSINESS--YOU DONT DESERVE CUSTOMERS

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].

The complaint states having received defective merchandise and our return policy is unfair.

I checked the order [redacted] which was placed on 3-14-2013.

There is a note that MS. [redacted] called on 1-08-2014 stating the stitching was unraveling. At that time the customer service rep said the shoes are over the 120 return policy and we would not accept them back. Actually they were 10 months old at that time which was 7 months past the return policy.

Under desired settlement there was mention of having them sewn up and repaired.

If MS. [redacted] wants to have them repaired locally we will allow up to $20.00 each to have them repaired.

That said we will credit a total of no more than $40.00 upon receiving a receipt for the repair to be sent to me at

Masseys