Mason Easy Pay

Regarding case [redacted] for Chester [redacted] zip code [redacted].I apologize for any confusion that may have been caused.We located a payment in the amount of $82.00 that needed to be posted to your account and with that the $125.57 was wiped clean.As of the 24th of March your account has a zero...

balance. Again I apologize for any inconvenience that may have been caused and if I can be of further assistance feel free to contact me.

Complaint Case #[redacted]Customer states that the second order they placed was received but noticed the box was opened and items missing. I would like to begin by apologizing for how you found your items. I have sent you a legal document called a tracer. This will need to be filled out and signed...

stating that you did not receive the merchandise. There is also a spot on that form where you can request a refund or to have your items be reshipped. Once you receive that form please send it back to us as soon as you can so we can resolve this issue for you. We 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]

Complaint Case # [redacted]Complaint states that the Customer paid for the order they placed in three separate payments and still have a bill made up of late fees and finance charges. I would like to begin by apologizing if the Mason Easy Pay Monthly payment plan terms and conditions are misleading....

Although we do appreciate that you paid for your items, in the terms of the monthly payment plan it states: "If you fail to make the Minimum Monthly Payment required on your statement by the due date, you will be subject to a late fee in an amount equal to your missed payment(s) up to that which is allowable by law, but at no time will the LATE FEE be higher than $15.00 per each late payment you make." (attached is a copy of the complete terms of the monthly payment plan found on www.masoneasypay.com and in the catalogs)The order was placed on 11/17/2016, the three payments were made: 12/19/2016, 4/07/2017, and 7/05/2017. Due to the fact that the payments were so spread out, every month the minimum payment due was not sent a late fee and finance charge was acquired.  I am willing to offer a deal. If a payment of $42.01 is made by August 20, 2017 (which is half of the remaining balance) I will bring the account to a zero balance as a one time courtesy.  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]

Regarding case [redacted] for Gerald [redacted] zip code [redacted].The complaint states having returned the items ordered but still had a balance on the account and was receiving monthly statements.The reason for the charges started with original shipping which is the customers responsibility as stated in the...

catalog.At that point late fees and finance charges started to build.I have removed the charges as a one-time courtesy.If I can be of further assistance feel free to contact me by email or at ###-###-#### ext. 4278.

Complaint Case # [redacted]     Complaint stated that Customer has sent back two shirts and has not receive a refund yet. According to our records the shirts have been received and the refund was processed today. The Customer should see the refund on their account in the next...

24-48 business hours. 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. [redacted]

Complaint Case #[redacted]Customer is stating that while placing an order online the wrong ship to address was entered, Customer attempted to notify Mason Easy Pay mailing in down payment but order was still shipped to incorrect ship to address. I would like to apologize for the length of time it has...

taken me to respond to this complaint. I have done some research on this order and I will be sending a legal document called a tracer. This document is stating that we sent the products out but you did not receive them. Please fill the document out and sign it then send it back to us. We will then do an investigation. We 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]

Regarding case [redacted] for Latoya [redacted] zip code [redacted].The complaint states her mother placed this order and she would like Mason Easy Pay to change the account information to reflect her mother’s name, address, date of birth and social security number.The only way this can be done is for Latoya...

to submit a letter requesting this be done with both hers and her mother’s signature.The only other way to get her name off of this account would be to file a fraud report.I can certainly understand not wanting to go to those measures so I suggest sending the request in the form of a letter with both signatures. I can understand MS. [redacted] frustrations and hope we can help to resolve this matter. If I can be of further assistance feel free to contact me by email or at ###-###-#### ext. [redacted]. Debbie [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.  I wanted to add I  am sending a copy of this to Mason Easy Pay Payment Department. I had paid the agreed amount but whomever I spoke to didn't know of this agreement because I didn't realize I was supposed to respond. 
Regards,
Stephanie [redacted]

Complaint Case #[redacted]Customer is stating that they applied for Credit and Mason Easy Pay is demanding a down payment for the items that were ordered. After reviewing our records it seems that our Mason Easy Pay's credit has not been allowing orders to go through because they are attempting to...

contact you for further information. They have attempted to call multiple times, if you would call them back and provide the further information it would be possible that your orders could go through. We 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]###-###-####

Regarding case # [redacted]...

[redacted]The complaint states having ordered item 524 a black executive imperial wingtip and upon receiving the shoe it was different from what he has received in the past.
After returning the item the original shipping, return shipping, late fee and finance charges were billed.
 
I can understand Mr. [redacted] frustration when he received the statement with those charges and have requested that they be removed asap.
 
If I can be of further assistance please feel free to contact me thru email or by calling ###-###-####.

[redacted]
Customer Service

text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Regarding case [redacted] for [redacted]
The complaint states having returned the items but having a balance on his account of $73.91.
Those charges are the result of the original shipping of $31.99.
When the original shipping is not paid, late fees and finance charges accrue.
As a one-time courtesy we will remove the charges and clear the account as requested.
I would however like to take this opportunity to explain how the system works.
 
Please open your Mason Easy Pay catalog to the middle section where you see the order form.
Under Mason Easy Pay Guarantee the last sentence (Sorry, shipping and processing charges are non-refundable.)
The terms and conditions are quite clear and I always suggest to customers to read through everything before ordering with any company.
 
If I can be of further assistance feel free to contact me by email or at ###-###-####.
 
[redacted]
Customer Service

Hello [redacted], I received your email over the weekend and the late fee charge of $15.00 was removed on 12-23-2014,  that was done the very next day following my email sent to you on 12-22-2014.  The statement was already on its way to you at that time so it didn’t reflect the removal of the $15.00 late fee.
There was a $1.08 finance charge applied for the month ma[redacted] the amount due $56.15.
You mentioned a check sent on 12-17-2014, I am not showing that payment as of yet so if you have a copy of the front and back of the check but provide us with that.
If the check was received and cashed the numbers stamped on the back by our bank will help us locate where the payment was applied.
In the interim I will have a hold put on the account so no additional late fees or finance charges will accrue.
 
[redacted]
Customer Service

Regarding case [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states receiving multiple email ads after unsubscribing using the unsubscribe link.
I received confirmation that her email address has been removed and added to our block list.

I bought a pair of shoes last November, ordering my regular size. They were too big so I re-ordered a smaller size and returned the pair that didn't fit. Of course I had to pay to send them back. Instead of just exchanging the shoes, I ended up with two accounts for one pair of shoes. In December I called customer service, which transferred me to billing which transferred me back to customer service. I then emailed customer service and received an email back that I would have only one bill and would get reimbursed, which I did, for the one payment I made on the original shoes which were too big. In March I received a bill with another account number which made three accounts for one pair of shoes. I included a letter each month starting in January about this mess and included copies of all the payments I made and my phone number. I never heard back, just another bill. I finally ended up with only one account, but was still overcharged. Now it is May and I received what I hope is the last bill of $23.57 which I don't owe, but I will pay because I don't want my excellent credit rating to suffer. I have paid $122.22 for one pair of shoes which with shipping and handling should be less than $98.00 plus I had to fight with these people every month.
I will never do business with them again and I wouldn't not recommend them to any one!!

Company sent me an order I didn't place. I called one Rep. hung up on me, the second did speak to me and informed me to contact a Supervisor. I follow instructions and talked to Supervisor next day and she told me she will not work with me in getting back their product that was sent to me by mistake. I did not order this product. I called person on invoice that ordered product and she lives in New Jersey and I live in Kansas. The Company stated that I have to make payment until they get items returned to them. I asked them to have postal service to come to my home and pick up and ship back to them and they replied no way. Now I stand a chance of have a negative on credit from an F rated company according to Revdex.com Accredited. I do have an Easy Plan account with them. I want that closed without a negative on my credit. So people beware and check the Revdex.com Accredited before ordering from these companies. I did it after the fact.

Mason deliberately sent the wrong shoe size, of a shoe type they falsely advertised as available but in fact they had closed out. They sent it in order to charge shipping fees. It's a scam.
Do not under any circumstances buy from Mason Easy Pay. They engage in false advertising, fraud, and malicious conduct.

Iv been a Mason Direct easy pay customer for a year now if not longer.I pay my bill on time but,yet I can't just get what I want and it added to my bill.They didn't 've a pair of shoes I wanted so I called customer service and asked could I get something else in place of what I had ordered.The customer service rep.was rude,acted like she didn't want to take the order and then I just never got them...no explaination,nothing.You'd think if I couldn't have added them to my acct.She would have told me that.The quality oh what I have gotten from them has been good,they are just a pain in the butt because you don't know if your going to get your order or not if your using their easy pay. Tammy Adler

My new boots arrived today...right size, right width (according to the boot), quality was so crappy I couldn't even get them on, and unfortunately this is the third time I have ordered a pair of boots from this company each time a different brand and style and have had to return them because the quality was far less than expected and even though I am ordering my size and width they do not fit. I am paying for a name brand quality item and each time I am having to return it and pay $8 each time because the quality is not as it should be. I called the company to let them know I was returning them and what do I need to pay if anything, I was actually accused of "cussing out" the customer service rep over the phone, and I hadn't even raised my voice or said a cuss word to her. Third time really is the charm, in this case, the eye-opener, I am one dissatisfied customer and I will NOT be attempting to purchase anything from this company EVER again.

Review: I have had an account with then for several years. I pay my bills. I only place orders on-line. Since August, 2015, whenever I place an order it gets canceled. I have called on three separate occasions and keep getting told it is because online it keeps going to an account that they created, sent to collections with a zero balance then reversed. Each time they cancel my orders and I call in it goes to a supervisor who are the most unprofessional, disrespectful individuals I have had to deal with. Each of these others have been for special occasions and they refuse to do anything to assist me with getting my orders in time for the occasions. All their fixes involve me being inconvenienced. When I ask for a name, number or email to escalate my issue to they tell me their is none. My husband has extra wide feet and their are few companies with credit plans that carry shoes that he can wear. I have been in customer service for 35 years. Their management team needs to be taught empathy and respect. They are rude and down right abusive. I definitely want a corporate executive to contact me. This company needs to go through "under cover boss" so they know how their customers are being treated.Desired Settlement: 1. I want to be contacted by a corporate executive to be heard.

2. A customer escalation process that goes beyond a call center supervisor, since they are very much part of the problem.

3. Their web site needs to be revised to allow you to build an account profile so you can put the account number in, since obviously their systems can't handle using the correct account.

4. I want proof that they are not damaging my credit with their error of sending me to collections with a zero balance.

Mason deliberately sent the wrong shoe size, of a shoe type they falsely advertised as available but in fact they had closed out. They sent it in order to charge shipping fees. It's a scam.
Do not under any circumstances buy from Mason Easy Pay. They engage in false advertising, fraud, and malicious conduct.