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Business Profile

Office Supplies

W.B. Mason Co., Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Supplies.

Complaints

This profile includes complaints for W.B. Mason Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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W.B. Mason Co., Inc. has 60 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/13/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On February 20th I placed an order for 6 cases of la croix. The total charge for this order was $61.73. For several days the website said it was out for delivery. I contacted support and was ignored for several days, i contacted support and was told that they can't deliver to my address and that they would ship it with *** and they would update me with a tracking number soon. About 2 weeks later I hadn't got my order or any further emails. I asked again, and they said that *** can't delivery to my address (lie) and that I would get a refund. It took several emails with different excuses each time until I got a refund on mar 21st. However, they only paid me $47.74. The excuse they gave is that they don't normally refund the delivery charge but they would refund the $13.99 just this once, and then they just didn't.

      Business Response

      Date: 04/22/2025

      Hello

      sorry for the inconvenience.  I have credited the delivery charge on order # S152350169.  This will appear on your credit card statement in 3-5 days. 

      Thank you

      ****** ******

    • Initial Complaint

      Date:02/08/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      A Mass.-based company is committing fraud: sending and charging me for an item I did not order and refusing refund me. On 1/12/25, I ordered Accent Opaque 120 pound paper from W.B. Mason for $294.56 ($126.99/ct x2, $12.95 delivery, $27.63 tax)On 1/28, I received two cartons of paper from W.B. Mason that I did not order or authorize; I emailed my receipt and photos of the 2 boxes I received.On 1/30, W.B. Mason indicated they substituted the 100 lb paper since they dont have the 120 lb paper. NOTE: I would never have agreed to this substitution (and wasnt given an opportunity to approve/deny).They also said they would give me a refund of the paper but not of the delivery fee. I have not received the refund they promised 1/30 (and said would arrive by 2/6) and they refuse to refund the delivery fee for the product I did not order or authorize.

      Business Response

      Date: 02/24/2025

      I am very sorry for the issue.  Your account was credited for the paper on 1/30/25 credit # CM3492988d for the delivery charge on 2/6/25 credit # CM3458430. 

      Both credits should back on your **** within 3-5 days of our credits.  Please double check your **** statements.   

      Thank you 

      ****** ******

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 returned an item over 28 days ago and have not received a refund. I have a return receipt proving they received the item. I have spoken to two people who keep telling me to keep waiting and are not refunding the money. No refund should take this long and no response at this point should be, "Wait longer"****** ***** ***** and ***** ***** are the people I spoke with via email. I have attached the return receipt WB Mason sent to me via email when they received the returned item. However, as of Dec. 12th, I have not received a refund.

      Business Response

      Date: 12/13/2024

      Hello 

      Credit has been issued.  It should appear back on your credit card within 2-3 days.  I am very sorry for the delay.  Credit # is CM3313221

       

      Sincerely 

      ****** Murphy 

      Customer Answer

      Date: 12/16/2024

      [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.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *****

    • Initial Complaint

      Date:11/12/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      My order was supposed to be delivered the next business day (per the WB Mason website). After a week I reached out and was told the order was on a truck but there was no way to know when it would arrive. A few days later I cancelled the order. A week later I have been told that they are still waiting to refund me and will be refunding me less than I paid ($44). The reason I cancelled the order was their negligence, not a whim on my part and hence I expect a full refund.

      Business Response

      Date: 11/13/2024

      Hello

      We have issues credit for the delivery charge on S148359551.  Money will be returned to credit card within the next couple of days.  

      I am very sorry for the inconvenience.  

      Thank you

      ****** Murphy 

    W.B. Mason Co., Inc. is NOT a BBB Accredited Business.

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