Mason Companies
Reviews and Complaints

On 4/06/2022, I received a package from an unknown online retailer. I have never heard of this company, opened any type of credit account with them, or placed any order with them. The package contained a laptop and an Amazon Firestick. The next day, I reported potential identity theft to the retailer and filed a fraud report with local police and credit bureaus. A supervisor assured me the account would be marked as fraudulent and that I would receive a pre-paid return label and an FTC Fraud Packet. Despite returning the items and submitting the necessary reports, I found a statement dated 4/12/2022 showing a balance owed of $911.30 due to the fraudulent account. Further investigation revealed the retailer is owned by Mason Companies. I contacted them, and after explaining the situation, I was instructed to send my FTC Fraud Report to their Loss Prevention department. They promised to credit the account and close it as fraudulent once they received the returned merchandise and my report. All items were confirmed delivered, but when I called for an update on 5/03/2022, I was informed that the account had not been credited yet.

I was sent back two boxes that I had shipped to Stoneberry at there Chippewa Falls location. I asked and was a shipping label to return the products that I wanted to send back to stoneberry, because I was not satisfied with the products( Leaf Blowers, and the batteries did not hold a charge long enough. I because of my being in the hospital and under strick medical care from my *** had to send back the products as soon as I could. I have had surgery since March, and at times have been unable to even walk! I just got braces for my legs in July, so it has been difficult for me to move around a lot! I told the Customer service people last friday about my account, My Account number is: ***. I was sent back the two boxes on August 19, from the Post Office, after I had shipped to back to Stoneberry. I would like to settle this case, by shipping back the boxes back to stone berry, which I will do again in the next week, I do not know why the boxes were sent back to me. I do not want the products, I would like to be sent back a refund check! I shipped back to Stone berry in April, a Worx Grass Cutter , Edger, that went along with the Turbo Leaf Blower, When I started to have problems with the Grass Edger/ Trimmer, I ask Stoneberry to send me a return shipping label, and It was returned. When I called Stoneberry on August 17, about my getting back a refund after I told them that I had shipped back the products and put the shipping label that were sent to ma customer service person( a woman said in a nasty voice that I could not use the labels that were sent to me, and I told her that I had been ill for a long while and had been under the Doctors care for knee pain and various treatments for the past six months, and was in the hospital. I will contact, *** of Stone berry by letter, in the next week and will have the two packages that were back to me sent to me, back to him, along with a complaint letter, and ask him to accept the packages and to look in to my getting back a refund! I appreciate what ever you can do to help me, and to have the packages sent back to stone berry and that I get back a refund of : $159.00, the price of the Turbo leaf blower. I have been treated badly by Customer service of stone berry. Thank you

On or about 6/19, a pair of FINN LTP SLIP ON, Beige Walking Cradles, size 9W was ordered from Maryland Square, Order# [protected] in the amount of $83.96. This purchase was paid for using an anonymous Pre-Paid AmEx Gift Card, expiring in August . The shoes were much larger than a 9W and therefore ill-fitting and unwearable. The shoes were returned in the original packaging, accompanied by a Return/Exchange Form upon which a request for a 'swap-out' to an 8.5W size and sent using the enclosed return mail shipping label to Maryland Square. Subsequently, the 9W shoes were returned to me with a letter that indicated this return exceeded the return policy timeframe. The letter also provided a phone number, 1.800.727.3895, to call if there are any questions or other assistance required. On or about 10/25 I spoke with a female who identified herself as Erin and, further that she serves in the capacity of supervisor. After explaining to her that, in addition to COVID-19 related employment issues, there was a non-COVID-19 related family medical issue being dealt with, time simply sped by. Erin was gracious, understanding and professional and agreed to allow for an exchange from the 9W to the 8.5W. A new shipping label was issued and the shoes were returned via USPS on 10/26. On 11/25 Maryland Square was contacted in an attempt to locate the 8.5W shoes. I spoke with a female who identified herself as Tina and, further that she serves in the capacity of supervisor. As I believe it was explained to me, the 9W shoes cannot simply be swapped-out for the 8.5W shoes. The cost of the 9W shoes, $83.96, must be refunded back to the Pre-Paid AmEx Gift Card as one transaction, then the 8.5W shoes purchased back from the Pre-Paid AmEx Gift Card in the amount of $83.96 in a separate transaction. However, because the Pre-Paid AmEx Gift Card had expired, there was, in actuality, no existing card to which a credit refund could be made and Maryland Square summarily cancelled the order. At this point I am shoeless and out $83.96. Subsequently, after being place on & off hold several times, Tina stated that because there is no card, a refund check would be issued to me in the amount of $83.96 and that it should be received in a week or so. Reference #[protected]. On 12/16 a call was made to Maryland Square inquiring about the current status of the promised refund check. I spoke with a female who identified herself as Taquira and, further she serves in the capacity of supervisor. After reviewing the computer notes, she stated that an entry indicates that "Loss Prevention refunded $83.96 to the AmEx card". When she was informed of my conversation with Tina regarding the check, she replied that "Tina did not have the authority to do so". Again, after being placed on & off hold several times, Taquira reported that after speaking with 'Jessica" in Loss Prevention, it is alleged that Loss Prevention refunded, on 11/20, $83.96 back to the Pre-Paid AmEx Gift Card w/ last 4 digits 7221 which expired 08. How Maryland Square Loss Prevention was able to refund $83.96 to an expired Pre-Paid AmEx Gift Card is miraculous. On 11/16 I spoke with a male who identified himself as Dhananjay, AmEx employee #6511708. After explaining the chain of events leading up to this call, he stated that he would need the entire Gift Card number not just the last four, 7221, digits and he could not locate any attempt by Maryland Square to refund $83.96 on 11/20. On 12/16, I spoke with a female who identified herself as Heather and, further serves in the capacity of supervisor. After explaining all of the ambiguities surrounding this matter, she stated that she" now has to find a way to cancel the credit and issue a refund check". I was placed on hold for an extensive length of time while Heather spoke with the Credit Department, which I learned also serves as Loss Prevention. When Heather returned to the line, she stated that she was told that they tried to refund the the charges back to the AmEx Gift Card but it could not because the card had expired. This information is in direct conflict with the information I was given by Taquira on 12/16 who stated that "Jessica, Loss Prevention refunded $83.96 back to the Pre-Paid AmEx Gift Card ending in 7221 on 11/20. Heather further stated that there is reluctance by either Loss Prevention/Credit Department or both, to issue a full refund. It is assumed, incorrectly, that I may have already gotten the refund they allegedly placed back onto the AmEx Gift Card and I am looking for more money. Maryland Square has previously acknowledged that no refund could be applied to the AmEx Gift Card because it had expired so the reality is there is nothing to steal. To say I am enraged is an understatement. How dare they imply I am a thief! When I demanded to speak with a supervisor in either department, Heather stated that they do not calls nor would they supply me the entire AmEx Gift Card number. Heather further stated she is authorized to offer me a 50% or $41.98 refund payable by check. I reluctantly accepted this offer but made it abundantly clear that this resolution was deficient in every way. Refer to the Desired Resolution box in this complaint. The truth of the matter is there is no proof that Maryland Square ever attempted to refund the purchase price of their over-sized ill-fitting footwear until my inquiry was made. How could there be? Maryland Square arbitrarily cancelled the purchase order and kept the money and the shoes. If customer satisfaction is your goal, you have failed miserably.