Massey's credit

Review: I placed an order on november 5 2015 and they had 4 shoes of the wrong sizes and didnt add my 15% off. I got the shoes and then sent them back with new boots in different sizes. I called over 5 or more times and got nothing but rude reps who were impatient and rude. I called in on thursday, nov 19 at 925am and spoke to a rude female who I asked to speak to a supervisor and she hung up on me. I had to call back again. I placed over $600 in a boot order with this company AND THEY ARE SO RUDE. I WANT TO SPEAK TO A CORPERATE OFFICE REP. THEN, WHEN I called in the sup, deborah didnt help, she told me they placed another order for the wrong boots again and shipping me the wrong sizes again. ILL NEVER DO BUSINESS WITH THIS RUDE COMPANY WITH THE REPS WHO CANT EVEN GET ORDERS CORRECT. ILL LET ALL FAMILY AND FRIENDS KNOW OF THE POOR EXPERIENCES AND WHEN THE OTHER BOOTS ARRIVE, THEY WILL GET ALL THEM SENT BACK. ILL JUST BUY MY BOOTS OUT OF STORE AND SAVE MONEY.Desired Settlement: THEY CAN EITHER GET THE ORDERS RIGHT AND TAKE OFF 15% OR MORE FOR THE POOR SERVICE OR ILL NEVER SHOP WITH THEM AGAIN.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].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 issues. MS Lee and I spoke today and we are waiting for the return of 2 more pair of boots and giving another 10% off on 2 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 time. If I can be of further assistance I can be reached at ###-###-#### or by email. [redacted]Customer ServiceManager

This online company should be rated an "F" not "C". I receieved "you are approved" but if I went through all the rings and hoops this company wanted me to do including a down payment~I would not receive my purchase for 3-4 weeks! I called and cancelled my order.

Massey's at first sounded great. I would use the account, alongside another credit account I have to build my credit. They started me off at a credit limit of $500, I placed my first two orders with no problems and I've paid every payment on time or early for almost a year. After that it has all gone down hill, I've had my last 3 orders declined because they want payment in full for those orders. What is the point in a credit account if they are wanting payment in full? I then try to change my address and it opens up a whole new account. They had to cancel my order, close the new account, then place my order on my original account...for nothing, they declined my order of $100 telling me I was over my limit. I called the credit department and they are now telling me I only have a $100 credit limit, this is after my balance reached close to $400 months ago, how does this make any sense. The communication from this company is horrible and they are unorganized. I will be paying off the account and closing it, pathetic.

Review: 2 years ago I received a package that I did NOT order with 2 pairs of boots from masseyes.com (a company that I have NOT heard of or have a account with) I contacted them to ask why they sent the boots they responded we "sent it on credit". they sent me a shipping label and I returned the boots.

this week I received a bill from Chase Receivables collection agency:

Creditor: Massey-DMS

Bill $239.59Desired Settlement: billing adjustment from company and to stop collection agency

Business

Response:

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 dept. and I am asking they clear this account and contact collections to cease any further contact regarding this account. If I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]Customer Service

Horrible customer service.I am being double charged under two different account numbers. The representative was very rude and disrespectful. She refused to give me her name and let me speak to a supervisor because she claimed I didn't know what I was talking about and that I need to learn how to listen!!! I called back and spoke to a supervisor by the name of [redacted] she was also rude and unhelpful. I will not deal with this company again. And my issue is still not resolved because of poor customer service.

Review: On nov 30 I placed an internet order for a pair of slippers. Total with shipping 40.96. After receiving the item they were to small so I returned for an exchange for a larger size (11). After several time calling to see if they had received the return on Jan 15 2016 They said that they had recieved them and suggested that I change to the item for a return and place a new order the the replacement slippers at the price of 29.96 with free shipping. I agreed. The item was shipped yesterday. My bill however went from 29.96 to 86.92.

I have tried several times to clear this up. I spent an hour on the phone yesterday the 19th. and thought that I had. At the end of the conversation I owed 29.96. I made a payment of 20.00 Bal would be 9.96 you would think. I looked this morning at my account and it was now 66.22 with a 20.00 payment. Brought the total bill to 88.22 for a purchase of 29.96. Again on phone and e-mailed customer service now they haven't received the returnDesired Settlement: I would like them to get there crap together. I owe them 9.96. I would like an apology in writing.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having purchased and returned item 629650 and the account not reflecting the return and payment made.After reviewing the account the following is what I have determined. The original and return postage plus a small finance charge were part of the balance you were seeing.With those charges removed your new balance is $9.96. I apologize for any confusion/inconvenience that was caused regarding this account. If I can be of further assistance feel free to contact me by email or at ###-###-####. Ext. 4278. [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.

Regards,

Review: Ordered 3 pair of shoes, however, size was wrong and one pair was the wrong color. Returned 2 pair, but wanted to exchange 1 pair for the correct size and color. Was changed 7.95 return processing fee for each pair, equalling $23.85 plus $1.15 finance charge.

Received the exchange shoe in the proper size, but again in the wrong color, so it was returned again. Again was changed the $7.95 return processing fee, but also was charged $1.10 Finance Charge.

Don't understand why I was charged finance changes and my billing statement shows a $35.51 balance but I have NO shoes at all. Not even the pair I was trying to exchange for the right color. By the way I received a letter saying the shoes I wanted is no longer available but I'm stuck with a $35.51 bill.Desired Settlement: A fair charge. I understand the 7.95 refund fee, but this total is not correct when I have nothing to show for it.

I regret applying for this credit account. The shipping charges are much higher than anyone else to ship shoes. You get dinged again for return shipping as the return shipping amount is held back from your refund amount. All three pairs of shoes I purchased had to be returned. The online payment center has no setup for a bank account so the Massey's credit account had to be paid with another credit or debit card. The account was paid off and my account balance was zero but I knew I was never going to use this account again so I decided to close the account. Customer service at this company is practically non-existent. I tried to complete the online request to close my account but even though I had input my account number correctly per the bill and per my online account information, the format of the account number was not acceptable by the online request so I had to abandon that method of contact. I tried to call the number provided under Contact Us, but there is no numbered selection for customer service and the several options I tried didn't get me to a customer service agent. I tried to send an e-mail but kept getting messages back that the couldn't assist me with account information via e-mail and I needed to call the customer service (?) number. I went back and forth 5 times with e-mail but kept coming back to the same and only phone number to call. BTW the option is 5 and you just need to stay on the line until a customer service rep answers the phone. I tried the phone number again this morning and was finally able to get to a customer service representative however I had to be transferred 4 times from that initial call before I got to someone who was actually able to close my account. The account is now closed and I have a confirmation number but I will be checking on this just to be sure the account is actually closed. This is some of the worst customer service I have ever encountered. I regret opening this account with Massey's, I will never do it again and I wanted to let others know about this company before they made the mistake of getting a Massey's credit account.

Review: During the week of December 8, 2014 I contacted Masseys regarding my account. It doesn't make sense that every company that Mason Companies Inc have they have very rude employees who talk to customers in a very rude way and I strongly believe this company allows each of it's company employees to behave in such a disrespectful manner and I understand why their companies have "F" ratings. Just like their other stores why would it take 2 weeks to 45 days just for a customer to get whatever amount they're eligible for. Just like with their other companies I've been told several different stories about their credit limit increase from being told you're eligible after 3 to 4 months, to being told 6 months, then being told something else which is why I haven't really contacted Masseys since I first received my account.

I contacted Masseys to inquire about an increase on my account because a supervisor from stoneberry .com told me customers can request an increase even if they still have a balance. I spoke to a representative who wouldn't give me her name and transferred me to their credit department. I spoke to another representative who yet wouldn't give me her name either. I asked her about requesting a credit line increase and she pulled up my account then told me I wouldn't be eligible until January 2015 because I didn't have my account long enough. I then told her that's not the information I was told and I was told several different things and that's when she became rude telling me, "well you don't qualify until January 2015". I then told this person that as a consumer and I've repeatedly been told several different stories I have no choice but to file a consumer complaint, this representative rudely said to me, "well you go ahead and do that then" and hung up in my face. I was very appalled at this person's behavior and clearly this company allows this kind of behavior from all of their companies because otherwise their employees wouldn't have such rude behaviors with the way they treat their customers.

I called back and asked to immediately speak with a supervisor in their credit department. The supervisor refused to give me that person's name and I'm fed up with companies who have employees working there that don't know how to conduct themselves in a professional business manner.Desired Settlement: Just as their other store I'd like for Masseys to not take 2 weeks to 45 days just to tell a customer how much they're eligible for on a credit limit increase. If I'm eligible for a credit limit increase then I shouldn't have to wait 45 days just to find out how much it'll be. I understand that every company has their own policy but there's no other company that have their customers waiting 2 weeks or 45 days just to make the decision for a credit limit increase. Clearly they also allow their employees to be rude to their customers because they wouldn't have such rude behavior. If the Revdex.com or any agency look up the list of Mason Companies Inc you'll see the customers main complaints are about their products and their horrible customer service. Just because customers are Loyal no company should allow their employees to be rude to the customers.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].First let me apologize for any of our representatives who were rude and unhelpful.I realize we are not always able to accommodate customer requests but there is no excuse for the type of experience you encountered when calling our companies.That said, I contacted our in house credit dept. and asked about the increases you requested.The following is what I have been told.Per [redacted] in credit, your K Jordan, Masseys & Stoneberry have all been increased to $250.00 but this could take up to one week to complete.Your Mason Easy-Pay cannot be increased at this time. Before that can happen you need to have an account open for Mason and before that can happen the down-payment needs to be made and after approximately 3 payments on the account a credit limit increase can be considered.I just wanted to speak to the person in credit before forwarding that information to you.Again I apologize for the bad experience you had with our company and if I can be of further assistance feel free to contact me either by email or at ###-###-####. [redacted]Customer Service Manager

Consumer

Response:

I don't know what this [redacted] person is looking at but clearly she or anyone at this company doesn't check their records either. I don't have nor have I ever had a Mason Easy Pay account so this company better get their facts straight and stop Lying on customers before they find themselves being sued for false information. The only accounts Id have are K.Jordan, Masseys, and Stoneberry. Not anywhere do the see the name [redacted] on a Mason Easy Pay account so I'm advising this company to correct their information in their system. [redacted]

Review: I have contacted them numerous times to let them know that they raised my minimum payment to high, to about $175 for the month. That's ridiculous!! I received a response to call an 800 number which I was on hold for awhile and no one answered and again I wrote to ask them to send my message to the correct dept. because I couldn't be calling. I contacted them a few times and they couldn't send my problem to the correct dept. I paid what I could which was the minimum o was paying but it seems that they kept charging more than what I owed because it he balance keeps going up. This is a bad business practice, especially when I was waiting for another response and then I get this collection notice. I get no notice from Masseys, but a collection notice. Business should send the customer a notice stating that they are not going to help you and then sending you to collections.Desired Settlement: Adjust my bill for all this time I have been trying to get this paid and rversion move me from collections. I should owe about $200 or so from hat I paid had they taken cared of my problem many months ago.

Review: I received a catalog approving me for a $500 credit limit with Masseys. I placed an order on 6/11/15 which came to $130 and the shoes were shipped to me. I've made an initial first month payment and the account is in good standing. I placed a second order online on 7/16/15 that came to $212.53 when I noticed on 7/27/15 the order had not shipped I called customer service to check on the status of the order. The representative stated the order was cancelled, the account was still open and that I still had a $500 credit limit. She said I'd need to call back on 7/28/15 to speak with someone in collections. On 7/28/15 I called collections. The representative told me I had an old Masseys account years ago that went to collections and although it was paid off they will not extend me credit again and I'd have to use a credit or debit card for future purchases. This made no sense because I was allowed to place an order on credit on 6/11/15 which I've been paying on and the account is in good standing. I was falsely lured into believing I had a credit account with Masseys. I want them to send my 7/16/15 order and honor the advertisement and initial approval for a line of credit that they have for some reason now revoked telling me I have to use a credit or debit card to be able to make purchases from them.Desired Settlement: I want Masseys to send my 7/16/15 order and honor the advertisement and initial approval for a line of a $500 line of credit.

Review: My issue is the way Masseys is assessing the minimum payment due. On their website and in the terms and conditions listed in the catalogs they send, it states, "This Minimum Monthly Payment amount is calculated as shown in the box above and will not decrease until your Highest Net Purchase Balance goes down OR your account is paid in full." In October 2013, my highest purchase balance was $634.91. A payment was made, along with a return credit, which brought my balance down to $499.26, below the $500.00 threshold that requires 10% of the balance. Masseys is continuing to require me to pay a minimum balance as if the balance was still $634.91. When I call and spoke to the representative, she said I would have to pay it off for my minimum required payment can decrease; however, this is not what the terms say. According to the table, a balance of $500.00 requires a minimum payment of $40.00. What I don't understand is why minimum payment remains at $63.49 and according to the representative, will remain that amount until I pay it off. This does not make any sense. If my balance is decreasing, why isn't my high net balance and minimum payment decreasing? According to what the representative is saying, and whichever supervisor she conferred with is saying, the only way to decrease the high net balance is to pay off the balance in full. This is a total conflict with their statement of,"This Minimum Monthly Payment amount is calculated as shown in the box above and will not decrease until your Highest Net Purchase Balance goes down OR your account is paid in full" when in reality their practice dictates the only way to bring down the high net purchase balance, and minimum payment is to pay the balance in full. This totally negates the OR in their statement. If this is the case, then what situation, other than to pay the balance in full, will cause the highet net balance to decrease if not by making payments to decrease the balance?Desired Settlement: I'd like my minimum payment due to fall in line with the balance table as reflected in their terms and conditions. Also to revise their deceptive terms and conditions to coincide with their practice. As it stands to date, there is no way to decrease the Highest Net Purchase Balance through payments and that should be made clear.

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.

Mason Companies, Inc.

1251 1st Avenue

Chippewa Falls, WI 54729

Review: I started to shop in nov 2014 I returned 3 items in 3 different shipments with the return labels that came in the boxes when I received my first bill I saw a 7.99 fee 3 times because I shipped them back I called to ask why I was never told about the charges in November customer servive said I needed to speak to a supervisor and transferred me to [redacted] when I asked her if I can go over this bill with her she said NO she was too busy and we hung up. I have tried to speak to someone regarding my inflated bill and charges 4 times after that and got transferred all over to no end and a hang up. they also told me that my min payment every month was going to be 40$ but I got a bill today stating my min is 112$ I have been either flat out lied to or they really don't know what they are doing I have been ignored, excused and mislead with this companyDesired Settlement: I no longer wish to shop at masseys and want my account closed immediately I want 24$ credited back along with any late fees that have been assessed I want them to stop sending me catalogs and I will pay 40$ a month until balance is paid in full like I was first promised if they would have told me that the min pay due was going to be more than 40$ a month I would never have shopped there,,,, I live on social security disability and would NEVER had agreed to more a month

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having been charged 3 times for return charges. There is a charge of $7.95 for the use of the smart label return service which is clearly stated in the catalog, the other option is to pay up front at the shipping facility. The reason the charges appeared 3 times is because the returns occurred on 3 different occasions. We will as a one-time courtesy refund those charges totaling $23.85.The complaint also states the monthly payment would be $40.00. Our records show there were 8 separate purchases made resulting in the monthly payment to increase according to the balance. This is clearly stated in the beginning of the catalog, please refer to the section between the 1st & 3rd pages. Look on the back side of the Masseys insert and you will see a chart which states Minimum Payment & Balance Up to. To the right of that you will see if the balance is over $500.00 the payment is 10% of the balance. The monthly payment will change when additional purchases are made. That said we will be refunding the return shipping charges of $23.85 and the credit department has agreed to lower the monthly payment down to $40.00 to help MS [redacted] get her account paid off.I always suggest customers completely read all terms & conditions before ordering so there are no surprises like those mentioned in the complaint. 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: I have a big complaint about Massey's shoes. I feel that as a consumer and a customer for many years, I am being ripped off. I started off this year 2014 with a zero balance. I ordered 4 pair of shoes, which all was returned. I still owe 92.20 and after contacting Massey's I was told that this is returning label fee and finance charges. This is totally ridiculous, that this amount has totaled this high.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I feel since that I have returned all merchandise back to Masseys shoes that I should be issued full credit back to my account and not owe any more . thank you

Business

Response:

[redacted] I was looking for [redacted] but was unable to locate that name in our data base.

I did a cross reference on the email address and found [redacted] same address.

Assuming that is the person making the complaint I will investigate her complaint and get back to you with my finding.

?

Customer Service

Review: I am filing this complaint in hopes that no other customer will experience such accusations made by this unbelievably rude customer service representative. On 9/25/2014 at 4:33pm your time zone, I called Masseys to get help with merging an account that was opened while I was placing an order online while logged in to my Masseys account. I have no idea why another account was opened considering I was logged in when placing the order. The weird part is the second account was opened using my old information before recently updating it with Masseys sometime in the beginning of the year. After explaining the situation to the representative she continued to accuse me of placing the order with my old information even after I explained three times that I was logged in to my account which contains my current information and I explained this was Masseys fault and how I have dealt with this in the past. I am the sweetest person and even I had to put her in her place. As a Masseys customer for years I have always dealt with really nice people but it's clear this woman does not like her job. Her login ID is DLC. I called Masseys back after dealing with this rude woman to find out who she is. I was transferred to a manager who knew who this woman was and said she has gotten a few complaints regarding this rep. Why keep such a rude obnoxious person working in your customer service dept??? Helping your customers??? I hope by filing this complaint Masseys will be smart enough to eliminate the negativity from there staff.

Business

Response:

Regarding case [redacted] for [redacted] zip code [redacted].The complaint states having had a problem when calling to combine multiple accounts on 9-25-2014.After consulting with our in-house Credit Dept. the new account number is [redacted] with the address showing [redacted]. It is very important the address is listed this way because there was an address listed as [redacted] which when flagged caused another account to be created.I asked that any late fees and/or finance charges be removed so the new balance is $92.68. I apologize for the manner in which you were treated when calling our company in an attempt to resolve this matter.If I can be of further assistance I can be reached by email or at ###-###-####. [redacted]Customer Service

Review: On 9/17/14 I mailed ordered shoes from Masseys and sent them back due to I couldn't get my foot in them. I mailed ordered another style in shoes shortly after I returned the 1st pair and again I had the same problem with I could not get my foot in the 2nd shoes from Masseys.On 11/2014 I received a bill from Masseys stated balance of $53.78 owed. on 12/20/14 another billing statement was sent to me with a new balance of intrest.I did call customer service to question about the charges and was told I was being charged $22.95 for return on each pair of shoes sent back. I said to customer service the shipping fee when shoes sent to me were not the same price. I asked if Masseys expected for me to pay this I would pay for the shipping and nothing more as I was paying for merchandise I do not have. I also said I would not recommend anyone I know because of this problem and I felt Masseys makes money off of customers regardless and this is not a good customer relation. I would not order from this company ever again.I recently sent a check to Masseys so this matter dose not go into a collection agency. I have seen where calls have been made to me and I am not trying to ignore this company. I have been ill with severe back problems since November 2014 and have had problems getting around having to be on pain pills. I am not asking for any pity with this only understanding and disappointment with Masseys as a company. I have not ever had a problem with any other mail order company.Desired Settlement: What I would like is the amount owed would be for the shipping back cost and the interest be removed as well as the fees being charged $15.00 that has no statement of what the charge is for.

Business

Response:

Regarding case [redacted] for [redacted] zip code 94116.The complaint states after returning orders placed there is still a balance on her account.The balance or remaining charges are the result of the original shipping and I will do a one-time courtesy and remove all charges making the account a zero balance. I would like to take this opportunity to explain the policy and why this is happening. Please refer to the middle section of your catalog and find the Masseys Guarantee.Customer satisfaction is our #1 priority at Masseys. If you are not completely satisfied with your purchase, please send your items back to us within 120 days and we’ll promptly handle your refund or exchange. Returned items must be in their original and unworn condition. (Sorry, shipping and processing charges are non-refundable. That said, the account will be cleared of all charges and if I can be of further assistance please feel free to contact me 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: My complaint against Massey's is that I ordered a pair of boots. The boots I received were not the same boots that I ordered off their website. 1) they had elastic backs not full leather material around the entire boot, which is not what was shown in the photo; 2) they were extremely small and not true to size; and they were not leather as also stated in their website description. I immediately on the same day used their return label and sent them back. I also disputed the charges stating that I would pay the 7.00 return, but would not pay the 20 something dollars for the original shipping fees because the product was misrepresented. I continually have attempted to dispute the fees. They have continually increased my amount due by adding on late fees. I offered to pay the 7.00 for the return fee to which they laughed and turned down. I will not pay the overly gross shipping charges on a product that was misrepresented.Desired Settlement: I will pay the 7.00 for the return shipping fee. I want the original 20.00 fee, interest and late fees removed from my bill. and then I want them to no longer contact me or send me advertisement for their products.

Business

Response:

Regarding case [redacted] for [redacted] A [redacted] zip code [redacted].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 charges. Ordinarily 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-refundable. Because 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 balance. If I can be of further assistance feel free to contact me by email or at ###-###-####. [redacted]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.

Regarding the below complaint. I am still very dissatisfied. I received notice the other day that the sent this bill to collection.