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MASON New York (masonnewyork.com) has 16 customer reviews on Five Star Index, with an average rating of 1.2 out of 5.
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Esther G.
I ordered a bracelet which does not look the the one on the website. It is suppose yo be gold but looks and feels like plastic. I have sent numerous emails since the day I received and have not received a single email on how to return. This company is FRAUD
Clifton C.
Received the 10.7ct lab grown bracelet in white gold for Christmas from my fiancé. Upon trying it on- it is NOT 7.5 inches- it is 6.5 inches. Secondly- it is stamped s925 on the clasp which is SILVER not Gold. My fiancé reached out to Mason numerous times with NO response. Buyer BEWARE.
William M.
I purchased a white gold 4.9 ct lab grown tennis bracelet for my wife’s 2025 Christmas gift, and when she cleaned it in her jewelry cleaner, the plating (bracelet was not white gold as advertised) vanished to reveal a copper colored alloy. Since this happened I have tried repeatedly to contact Mason New York, but they will not respond to my texts or emails. I haven’t yet taken the “4.9 ct lab grown diamond white gold tennis bracelet” to my jeweler, but when I do, I am confident that I will find that not only is it not white gold, but the stones are not lab grown diamonds. Do not buy from these people, they can not be trusted! They think fraud is an accepted business practice.
Dennis
BE WARY OF MASON! We mistakenly placed an order on their website. Within 5 minutes we canceled the order. They never responded to our request to cancel. They shipped the order. We received the order and immediately requested a return. They NEVER responded. We are now filing a dispute with our credit card company. AGAIN, choose another jeweler! Mason has yet to admit they refused to send any return instructions. They sent a "canned" response as if all was well. It's NOT!
Response from MASON New YorkFeb 1, 2026
Hi Dennis, We are genuinely sorry for the frustration our communication delay caused you. We want to confirm that we have officially resolved your case. At MASON New York, we believe that a great product is nothing without a great relationship. We are a brand built on transparency and constant improvement. Choosing MASON New York means investing in a company that takes full responsibility and prioritizes your peace of mind. We are committed to making sure every purchase is the right choice for your lifestyle. We look forward to showing you the true, premium MASON New York experience next time. Warmly, MASON New York Team
Kelly
Jewelry ordered never arrived and no reposnse from customer service. Scam. Scam.
Response from MASON New YorkFeb 1, 2026
Hi Kelly, We are incredibly sorry for the silence and the frustration this has caused. MASON New York is a brand built on integrity, craftsmanship, and community, as we strive for excellence in every order. We have investigated your shipment immediately and identified the issue. We have also audited our customer service portal to ensure our response times are as fast as the quality of our jewelry demands, ensuring no message goes unanswered again. Choosing MASON New York means choosing a brand that stands 100% behind its products. We aren't just selling jewelry; we are building a reputation for reliability and timeless style. We are the right choice because we prioritize your experience above everything else. We would love the opportunity to change your mind. We hope that when you wear a MASON New York piece in the future, it serves as a reminder of a brand that cares enough to make things right. Warmly, MASON New York Team
Neal G.
Do not use this company. They sold me what was supposed to be a lab-grown diamond tennis bracelet. I took the bracelet to a jeweler, and it was sterling silver and not diamonds. I've reported them to the FTC and the FBI.
Response from MASON New YorkFeb 1, 2026
Hi Neal, We are deeply concerned by your feedback. At MASON New York, we hold ourselves to the highest standards of integrity, and we want to state unequivocally that we only use the premium materials described in our product listings—specifically 18K white gold and certified lab-grown diamonds. We believe there has been a significant misunderstanding or a highly unusual logistical error. We are conducting a full internal audit of our fulfillment center to ensure that every piece shipped matches our strict quality specifications. We understand that purchasing fine jewelry and lab-grown diamonds online requires absolute confidence. Every significant MASON New York piece comes with third-party certification and an authenticity guarantee. We are a brand that stands for transparency, and choosing us means you are backed by a team that values your trust above all else. We are committed to resolving this with you immediately to prove that MASON New York remains the right choice for high-quality, authentic jewelry. Sincerely, The MASON New York Team
Mark E.
I had to give at least 1 But if I could I wouldn’t give not even 1 My order never arrived ordered 2 pendants payed $500, tried to contact them many times They even sent an email thanking me for my order and to write a review. Do not buy from this people seems like they are a scam. I’ll have to go through my credit card to see if I can get any money back.
Response from MASON New YorkFeb 1, 2026
Hi Mark, We are incredibly sorry for this experience. We want to confirm that we have already investigated your order. Due to a rare synchronization error between our logistics partner and our automated emails, a review request was sent before we confirmed your delivery. We have already updated our system to ensure this "thank you" email only triggers after a successful delivery is verified. We know that investing in fine jewelry and custom pendants is a significant decision. Choosing MASON New York means you are choosing a brand that takes full responsibility when things go wrong. We are a legitimate New York-based label, and we stand behind every transaction. We are the right choice because we don't just value your purchase; we value your trust. Warmly, MASON New York Team
Michael A.
Scam: spent 1k on bracelet advertised as gold and diamonds. Appraiser said its silver and moisanite. No response to refund or emails to.customer service
Response from MASON New YorkFeb 1, 2026
Hi Michael, At MASON New York, we hold our craftsmanship to the highest industry standards, and we want to state unequivocally that our gold and diamond collections are crafted using only the premium materials described in our listings—specifically White Gold and Certified Lab-Grown Diamonds. We believe there has been a significant error in the fulfillment process or a misunderstanding during the appraisal. Furthermore, we are conducting a rigorous internal audit of our vault to ensure every piece meets our strict 18K white gold and diamond specifications. We understand that purchasing fine jewelry and gold bracelets online requires absolute confidence. Choosing MASON New York means you are choosing a brand that provides third-party certifications and stands 100% behind the authenticity of every stone and metal we sell. We are committed to transparency because we believe we are the right choice for the modern, conscious luxury shopper. We look forward to resolving this with you directly and restoring the trust that defines our brand. Sincerely, MASON New York Team
