Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Mason Shoe customer service center by 800 number to order a pair of men's loafers on or about May or April of 2023 in a size 9.5 Wide. The shoes came in about 8 weeks later kept saying it was on back order and once they where received from the Masons these shoes where stamped wide but looked very narrow and I could not get it on my foot. I contacted the company to start the return process and was advised how to return. This process cost me extra money to return and I am still being charged finance charges on a pair of shoes that where sent back and also interest costs. I think this is very unfair to a retired veteran of the ************* Army to have to pay extra charges on a product that was ordered that didn't fit and also paid to have the item returned at an extra cost, I am just asking for courtesy of this company to do the right thing and return account to a zero balance and to stop adding interest fees to this account. You can also take my name an address off of your mailing list as well. The last bill received was in the amount of 44.15.Sincerely *************************

  Business Response

  Date: 10/18/2023

  We have reviewed your complaint regarding the balance on your account. Per our Return Policy shipping and processing charges are non-refundable. Our return labels also have a fee to cover return shipping and processing fees. If you would like additional information on the current balance on your account, we would need additional information from you. Due to this being a public website we ask that for your security you call our **************** at **************.

  Thank you,

  Mason Easy-Pay Customer Care

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20683708
  
  I am rejecting this response because: I have already made contact with your customer service representative that was very rude to me and would not listen to me. I paid extra shipping on the return package because I did not want the company to charge me extra money. Again this isnt my fault that the company didnt supply me with the correct size shoe that I requested over the phone. I asked for an extra wide and I received a very narrow shoe. Is this a way to scam people out of money? Send them the wrong size and then charge them on some kind of Shipping and handling fee? I am ready to practice my freedom of speech on social media about this issue if your company cannot fix this issue. I have been a loyal customer to your ********************** for several years and now I am be treated poorly.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid about $1000 dollars for 9 pairs of shoes, all about the same price. Received 6 pairs of shoes and a return of $95. Unfortunately cannot find receipts at this time. I do have the duplicate check.The shoes were over $100 a pair, so a refund for 3 pairs should total over $300 not just $95.