Mason Companies

Regarding case [redacted] for [redacted] zip code ***.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 days in their original & unworn condition) Sorry, shipping and processing charges are non-refundableAll of our customers are important to us, satisfaction is our #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

[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 departmentThank you

Regarding case [redacted] for [redacted] zip code ***.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-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 accountIf I can be of further assistance I can be reached by email or at [redacted] *** [redacted] Customer Service

Regarding case [redacted] for [redacted] r zip code ***Thank you for contacting Masseys regarding this issueThis is the first time I am being made aware.I have contacted our credit deptand the accounts will be combined keeping the account # [redacted] and the new balance after removing the late fees and finance charge is $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***.The complaint states having to pay for return shipping charges and having dealt with a rude customer service operatorThe complaint talks about the website stating Easy Returns and using the shipping label and having $deducted from the refundIf you continue to read the bolded statement it reads The Return label service is not available for Amazon and PayPal ordersI understand that could easily be an oversight so we will issue the amount of $back in the form of a checkThat 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 orderThat 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 futureIf I can be of further assistance I can be reached by email or at ###-###-#### [redacted] Customer Service