W.B. Mason

I have been attempting to return a rented item from W.B Mason for MONTHS. I have contacted a service representative several times, I've sent follow ups, and still zero progress as I continue to be blatantly ignored. Meanwhile, I am still being charged invoices for this item that has not been used for months and still needs to be returned! I have been nothing but polite and patient, but this is the poorest quality of customer service I have ever experienced.

I ordered an $800 file cabinet. After 4 emails and 4 attempts by phone to find out when the cabinet will be available and delivered, I have only reached a human being 1 time, and that person promised to have the information the following day, but did not, and did not call back. Not one email has been answered. I really wanted to support a locat company, but they have made it impossible. What a disappointment.

We have been a customer of WB Mason for several years and have only had a few issues regarding delivery schedules. We purchase 5 gallon water bottles and office supplies from this company. When I placed a water order for 13 Bottles on 6/23/2020 I noted in the remarks that we were completely out of water. I called on 6/24 to follow up with my request to see what time it would be arriving. We are located within 15-20 minutes of the WB Mason facility. I was talking with a Customer Associate named Stephanie who was very polite and helpful she explained that large water orders take 7-10 business days. I told her that I did not see that anywhere on the website and that if this was the case I would take 5 bottles for next day delivery. She told me that she emailed the account manager and that he would be contacting me and was going to bring a bottle or two over to our office. Hours later I didnt hear from him so I emailed him myself and explained the situation and expressed that I was upset about him not getting back to me like I was told he would. Today 6/25 I tried to call Stephanie back at her extension and she was not in the office so Id called customer service again, explained the whole story, and was cut off in the middle of a conversation. Now there was no way to get back to the Customer service person that I was speaking with, so I emailed Dan MacDonald again and told him that I was not happy that he had still not contacted me. I was very schocked when I received a call from Dan MacDonald when he proceeded to raise his voice and tell me that he was getting tired of my constant complaining and that I had no right to hang up on his customer service rep. I explained that I was disconnected and he told me that I was a liar. I told him that I would not be spoken to like he was speaking to me and that I was not a liar. He accused me of always having an issue and that WB Mason did not need our business. This was a very different tone compared to the email he sent me in 2017 begging for me to give him another chance at being our representative after we had a problem with delivery of water a few times and he was rude then about it. He hung up on me this time which I find very unprofessional and for the sake of your company reputation I can only hope that this man is retrained in how you want your company to be known. I then went to the website where I was looking for the information that 13 bottles of water would take 7-10 business days I couldn't find it. I went into our account to find that he not only cancelled the order but also removed an $18.00 credit from our account. We had two credits for previously returned bottles one for $18 and one for $54 . We now have 19 bottles that we need picked up from our office for credit of an additional $114. we are do a total refund of $186.00. I have found a new company who will be delivering our water biweekly for $6.25 per 5 gallon vs $7.49 (which I will say was the new price given to us from $9.99 a bottle when I called to complain about the jump in cost) I guess this is what Mr. MacDonald meant when he said he was tired of my complaining.I think I have said enough, as for our other office needs I am sure I will find a replacement company to meets our needs.

I strongly feel this would not have been resolved without your help, and I appreciate your assistance

Credits have been issued

As I've stated, in February you purchased the ** *** and * ***. If this is what you returned we would be happy to credit the account

Credit was issued on 12/19/2016. Credit # ***Thank you

Revdex.com:
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. I want to make sure that IF I place another order in the morning that it is processed the SAME DAY and not delayed without an explanationWhen I order coffee its because I need it on hand
Regards,
*** ***

We don't charge late fees. The balance is for the cups you orders on *** Invoice ***

Credits were issued to this company for the water bottle deposits. Our driver has been contacted to remove the bottles from the customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Revdex.com for the above captioned complaint agreed to and settled on June 8th. I'm wondering when I will receive the credits agreed to for the returns I made to WB Mason.
Regards,
*** ***

Credit has been issued to this account. If the customer wishes for a refund check he should send the request in writing to WB Mason at ** *** *** *** ** ***
*

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I agree that they gave me credit for two toners ordered in September and credit received in December after they finally picked them up. This occurred due to ordering the wrong toner at that time. I returned two more toners ordered form them which they accepted the return in February, and I attach again the receipt and also the confirmation from the sales rep stating receipt of same, therefore if they do not wish to give me credit then I want and deserve the toners returned to me so that I can resell them, its as simple as that and I've told them this. Whether or not they can find the bill of purchase and I am in the process of moving so everything of mine is packed at the moment they still received the toners I sent them and either they issue a credit or send me back the toners for which I have the receipt. The credit in December was for September and has nothing to do with the return in February
Regards,
*** ***

Customer bought 2 51A toners and received credits for 2 51A toners.

The account ordered 2 [redacted] A in September 2016.  Credit was issued in December 2016 (see attached).  The only other toner purchases from this account was [redacted] (3purchased, 1 credited) and [redacted] (1 purchased).  I will consider this matter closed at this time.  Thank...

you

We are very sorry for the misunderstanding.  We will credit the rental fees asap.  You should see credits via the mail within the next 3 days.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to...

complaint # [redacted].
I looked at my account and there is still a balance of 22.49 on it which looks like late fees. I would like that expunged as well especially if it is late fees from not pyaing the water bottles. If it is something else, when nothing is adding up, please provide info that says its legit. Thanks for your understanding
Regards,
[redacted]

We will have someone address the concerns in pricing asap.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not...

satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
To date not one person from WB Mason has reached out to me to discuss this matter.  It is not just the rental fees on the water cooler, but also the discrepancy in the pricing of water.  Furthermore, the water cooler stopped working months and months ago.  I cannot believe that I had to file a Revdex.com complaint to actually receive partial response.  I would like a representative of WB Mason to personally address this issue with me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
We received the credits for the water cooler rental, but not the pricing on the water.  The sales rep finally called after 2 months of non-communication and agreed to replace the water cooler for free and to lock us into new water bottles at $3.99.  She is supposed to get in touch with me April 28.  I hope she does. Regards,
[redacted]