beautiful design, well built, comfortable and warm inside initially, I wanted this model with black shoelaces, but since none of the laces sold separately on their site fit this model, customer... See more
Company replied
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See what reviewers are saying
Extremely disappointing experience. I purchased these sneakers for around €300, expecting premium quality. Instead, after walking no more than 30 meters, the front part of the sole was alread... See more
Great service as they responded very quickly to my request! I’m ordering again! They responded very quick when I asked if my order could be delivered a couple days later because of my holiday. The... See more
Company replied
I placed an order in the evening of April 23, I wanted it for a gift so I paid $25 to get it here with two day service. On the early. morning of April 24th, I received an email stating that they had s... See more
Company details
Written by the company
Mason Garments is a premium footwear brand for successful men and women. Mason Garments sneakers are designed in Amsterdam & handcrafted in Italy.
Contact info
Netherlands
- www.masongarments.com
3.1
Average
834 reviews
Replied to 43% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Shipment of the shoes takes to long
Shipment of the shoes takes to long.
I had to ask why it takes so long. There was a problem with the adress or something. But they could also contact me that it would take a bit longer.
Also there was nothing like an apology.
July 5, 2023
Reply from Mason Garments
Dear joist,
Thanks for your message!
We apologize that it took a little longer for the shoes to arrive. Unfortunately, we do not receive a message from our delivery company as soon as a delivery is delayed, so unfortunately we cannot inform you about this.
We hope for your understanding.
Once again our sincere apologies for the inconvenience!
Team mason Garment
I have not received my parcel ,fedex…
I have not received my parcel ,fedex they want incoterms so I don’t know whats that.
July 2, 2023
Reply from Mason Garments
Dear Kabelo,
If all goes well, our warehouse has contacted you and import duties should be paid. Once this is done you will receive the shoes. If this is not the case, I kindly ask you to email our customer service with your order number and a brief explanation of the situation so that we can help you further!
We apologize for the inconvenience !
Team Mason Garments
Perfect shoes
July 5, 2023
Reply from Mason Garments
Dear Dominique,
Thank you very much for the positive feedback. We really enjoy hearing when customers are satisfied!
Team Mason Garment
Reply from Mason Garments
Dear Jurien,
Thank you very much for the positive feedback. We really enjoy hearing when customers are satisfied!
Team Mason garments
got the wrong size
I ordered size 40 from shoes in the sale but i got size 41 in the mail. They were to big for me. I mailed them and the contact was good but the shoes I wanted weren’t in my size anymore.
July 3, 2023
Reply from Mason Garments
Dear Sophie,
Thanks for your reply. We are very sorry that you received the wrong size and that the shoes you wanted were no longer in stock.
Our sincere apologies for the inconvenience!
Team Mason Garments
Delivery was on time!
Delivery was on time!
Great looks, nice design.
The essential kit extra made it lots easier to clean the shoes!
July 3, 2023
Reply from Mason Garments
Dear Ruben,
Thanks for your positieve reaction!
Team Mason Garments
Damaged sneakers - they do not respond on your complaints
I received damaged sneakers (both of them were damaged), sent multiple e-mails and complaints on different e-mail addresses, they did not respond to any mail. Disgraceful.
June 28, 2023
Reply from Mason Garments
Good afternoon,
thank you for your feedback. We did reply to all your emails regarding this problem. Also this has been solved ;)
Sincerely,
Team Mason Garments
Reply from Mason Garments
Dear Raymond,
Thanks for your positieve comment!
Team Mason Garments
Five stars as always!
June 28, 2023
Reply from Mason Garments
Dear Timothy,
what a positivity ! Thank you so much for sharing this with all of us.
Have a great day,
Team Mason Garments
Reply from Mason Garments
Beste Otto,
heel fijn om dit te lezen. Heel veel plezier met je nieuwe schoenen.
Team Mason Garments
Fast Delivery’s
Shoe size indicator on website is accurate for both the Genova and Tia.
Ordered in the morning, delivered the next day.
June 26, 2023
Reply from Mason Garments
Dear Rens,
thanks for sharing the positivity to all of us. We really appreciated your kind words.
Team Mason Garments
Good product but its very expensive
June 26, 2023
Reply from Mason Garments
Beste Daan,
wat fijn dat je tevreden bent met onze service. Heel veel plezier met je nieuwe Mason Garments schoenen.
Team Mason Garments
Worth the money
Great shoe company with a great service. They reply fast on sent mails and delivery within 2 days. Already my 7th pair that I have bought and never had any regrets
June 26, 2023
Nice looking shoe, but...
Nice looking shoe, but the leather om the front of the shoe looked already visibly worn/damaged. So i had to return them.
June 26, 2023
Reply from Mason Garments
Beste Marco,
wat vervelend dat je foutief paar hebt ontvangen.
in dit geval willen we je graag tegemoetkomen dat we de retourlabel gaan vergoeden voor je. Wenst je een nieuwe paar te ontvangen ?
Graag zien we je reactie tegemoet via de mail customerservice@masongarments.com
Team Mason Garments
they sad you need to order a size…
they sad you need to order a size bigger than yout regular size and i did and the where to big and i send it retour and order a smaller size and i got noting in my email or something about the shoes or if i get my money back
June 26, 2023
Reply from Mason Garments
Hi there,
what a pity to hear that the information is confusing for you , our apology for that!
We have received the return perfectly and soon we will process the new order for you.
You will then receive automatically an email regarding the tracking once the order has been shipped out.
Should you have any further questions, you can always reach us on customerservice@masongarments.com and we would love to assist you further.
Have a great day,
Team Mason Garments
Difficulties returing a purchase
Shoes etc are great but when trying to return a purchase. The page doesn’t work. When you press the APPLY button nothing happens.
June 22, 2023
Reply from Mason Garments
Hi Brian,
thank you for the feedback. I know how confusing this must be for you.
All the following steps for the return are clearly stated on the website and the return form ;)
And of course you can always contact us per mail if you have a question regarding the return or in general.
Have a great day!
Team Mason Garments
Very fast delivery
June 22, 2023
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