W.B. Mason reviews and complaints

I want to cancel my order and get my money back completely. I have tried to call them numerous times without any luck. I have also emailed them with no response as of now. This order is also on backorder so there shouldn't really be an issue with canceling it since it's not getting delivered any time soon.

I placed an order for items listed in stock on April 12 and after 7 weeks I am still waiting with no response from customer service to 2 phone calls and 3 emails. My customer ID is [customer ID] and the order is [order number]. Only 1 item was delivered and no one will reply to my repeated emails and no information is being shared to me. All I want is the remaining items in my order to be cancelled and refunded but no one is willing to help.

placed an order on 04/02 (Order Number: ***) for gloves and hand sanitizer and never received the second half of the order. I saw the purchase come through my credit card and checked my WB Mason account and saw it saying it was delivered 7A last Thursday. I am still working and have been leaving around 9A to avoid any delivery delays and nothing was outside my door or the 1st floor door nor did they have it. I've tried calling and emailing with no response.

I placed an order on July 30 (order number [protected]) for office supplies totaling $144.81 to be delivered to the ABC Company and billed to my personal credit card. On the website when I checked the status of my order, it said it was delivered on July 31 around 4:24 p.m. I did not receive it. I have called several times and they claim it was not delivered and it is being shipped via UPS. As of today, I still have not received my merchandise and just want a credit for my purchases of $144.81.

I purchased an office chair from this company and it was put together by their exceptional sales rep. Mr. John Smith on 7/22. However, on 5/24, while my husband was sitting on the chair, the arm cracked. I immediately notified the W.B. Mason customer service representative, Jane Doe, and John Smith multiple times since 5/24 through numerous emails and phone calls to both parties. Finally, on 6/8, I was able to get in touch with John and explained the issue to him. However, since then, I have once again started calling and emailing both parties, but they have not been returning my calls or emails. John's phone is constantly full, so I have not been able to leave any more messages, but I continue to send emails to both parties.

On July 31, I ordered Personal Protective Equipment from W.B. Mason. We never received delivery. After multiple phone calls and emails, we received only part of our shipment. We ordered 2 Large Hand Sanitizers, 100 4 ounce hand sanitizers, N95 masks, and 1 box (8 count) of cleaning solution. Finally, the cleaning solution was delivered along with the 2 large hand sanitizers. After much debate with customer service representative at W.B. Mason, I received an email stating she would refund me $420.79. I was charged $420.79 on August 3, and again on August 25, and only received one credit on September 10, for $420.79. I have been fighting this battle for several weeks and would like for them to refund the appropriate amount. I recently received the masks for which I was charged another $211.79.

I ordered a $60 case of W.B. Mason hand sanitizer online on March 13. On March 26, when I'd received no word of an expected ship date, I emailed asking when I could expect to receive the order and that I wanted to cancel if it was going to take as long as a month or two. No response. The sanitizer arrived in August, five months later, and my bank account was charged $61.61. Instead of W.B. Mason, I received a different brand of hand sanitizer. I left a voicemail saying I wanted to return the sanitizer and why. I got no response. After that I emailed twice via the website form, and again got no response. I'm filing a complaint because the product I received was not what was ordered; it wasn't delivered within a reasonable period of time; there was no communication as to when I could expect delivery; there was no response to my email stating I wished to cancel the order; and there was no response to the three times I reached out to customer service.

On March 13th and 14th, I purchased three bottles of large hand sanitizer and two disinfectant wipes on WB Mason website. The site allowed me to purchase the items, which all amounted to almost $115 after taxes. It's been over a month since I place the orders and I still haven't received my products. I called WB Mason three weeks ago, and the customer service rep stated they were already out of stock when the order was placed. She stated the system was still allowing customers to order the products. The rep advised the shipment may come in April, but when I checked the site today, it's still showing the same status as "In Process." I believe WB Mason purposely allowed customers to purchase hand sanitizer and other high in demand products because they wanted to "cash in" because they knew most places didn't have disinfectant wipes, bleach, and hand sanitizer. They knew they also didn't have any product in stock but allowed people to still keep purchasing online. This is a horrible business practice. I am a cancer patient, and I was looking everywhere for hand sanitizer, so I can have it during my treatments. I was relieved when I thought WB Mason had what I needed. It's been very disappointing to know this company was willing to take advantage of people in their time of need just to make a quick buck.

I ordered a Logitech C920 HD Pro webcam from WB Mason on 8/31. The inventory status at that time on their website stated "low inventory". Then on 9/4, I checked the order status and it said "back ordered" and then later changed to "manufacturer out of stock". So I sent an email to "[protected]@wbmason.com" (the customer service contact email listed on their website) asking for my order to be cancelled unless they actually had the webcam in stock like their website stated when I had originally made my purchase. I got no reply to that email. I sent several emails but got no response. My bank account was showing strange activity as well. It first showed the cost of the webcam ($52.47) without the shipping cost and then changed to the full amount ($62.42). When I re-checked the status of my order on their website, it showed that the item was finally being shipped via "third party shipping". I thought, "Great, soon this will be over and done with." But then I received the package. I was shipped an AUSDOM 1080P HD webcam. That is not what I ordered, I was not contacted about a substitution and the AUSDOM is a cheaper webcam but there was no cost adjustment from the higher quality webcam. So I sent more emails but having no response to them, I called the company. I have now spoken to their customer service four times, being told that they will refund me the shipping and the item cost but never having anyone processing the order to return the webcam. Finally, they scheduled a pick up from UPS on 10/17 and the item was delivered back to them on 10/22. Their website showed a return being processed but only for the cost of the item ($48.98 + $3.49 tax) but nothing about the shipping cost ($9.95). On 10/28, I called them back to get the shipping cost refunded as I was told that they would. The representative told me that she would immediately process the shipping refund. It was put back into my bank account the next day. But I am still waiting on the rest of the refund for the webcam ($52.47). Their website shows my refund as an "open order" and laughably states that the reason for return was that "I no longer need the item" not anything about being sent something that I never ordered. It has now been almost two weeks since they received the webcam back and I want my refund to finish being processed.