W.B. Mason Customer Service — practical, expert guide

Company context and what to expect

W.B. Mason (founded 1898) is a national office-products and workplace-solutions supplier headquartered in Brockton, Massachusetts (Brockton, MA 02301). Over more than a century the company has expanded from local deliveries to a multi-channel operation offering tens of thousands of SKUs across office supplies, furniture, janitorial products, breakroom goods and technology accessories. Expect a mix of national e-commerce processes and regionally run service (local delivery fleets, field account reps) that reflect both large-supplier scale and local fulfillment flexibility.

Customer service is split across self-serve digital tools (wbmason.com), centralized phone/Email support, and dedicated account managers for corporate and municipal customers. This layered model means routine transactional issues (order status, tracking, invoice copies) are resolved quickly through online order management, while pricing, contract, and emergency logistics requests are handled by human specialists assigned to accounts.

Primary contact channels and practical details

Primary access points: the company website (https://www.wbmason.com) is the hub for online ordering, order history, returns, and live chat when available. For issues that require human assistance, W.B. Mason uses regional call centers and account teams. If you have an invoice, statement or recent packing slip, use the phone number printed there — that direct number routes you to the correct regional desk.

When web tools are insufficient, open a support ticket through the Contact page on wbmason.com or call the customer phone printed on your invoice. For business customers who maintain a corporate account, your named account representative is usually the fastest path to resolve contract pricing, billing disputes, and site-specific delivery exceptions because they can authorize credits and arrange rush logistics.

Order processing, delivery windows and tracking

Order processing is organized by product type and fulfillment channel. Consumables and high-turn SKUs typically ship from regional distribution centers, while specialty furniture items ship from vendor warehouses with separate lead times. Expect standard re-stock orders to arrive within 1–5 business days in most metro areas; specialized furniture deliveries commonly quote 2–8 weeks depending on assembly and white-glove options.

Same-day or next-day delivery options exist in many local territories through W.B. Mason’s delivery fleet; availability depends on local warehouse cutoffs and truck routing. If you need rush service, call your account representative or the number on your invoice immediately — many local desks can commit to same-day service if called before the local cutoff (often early afternoon). Use the online order status page to get tracking numbers and delivery ETA updates in real time.

Returns, credits and dispute resolution

W.B. Mason’s return policies vary by product category. Consumables (paper, ink, small office supplies) are generally returnable within a specified period if unopened; furniture and custom items may have restocking fees or be non-returnable. Always check the product page or your invoice for the return window and restocking terms. For damaged or incorrect shipments, document the issue with photos and keep packaging; that documentation accelerates claims and replacement shipments.

Billing disputes should be submitted with invoice number, order number, and a concise reason. Typical dispute resolution steps: (1) customer files a dispute with supporting documents, (2) W.B. Mason’s billing team reviews (usually within 3–7 business days), (3) if validated, a credit memo is issued and posted to your account or refunded per the original payment method. For urgent reconciliations (month-end close), notify your account rep to escalate priority handling.

Corporate accounts, contracts and procurement integration

W.B. Mason supports formal purchasing and procurement requirements including punchout catalogues (OCI/Ariba/CommerceHub integrations), EDI, and blanket POs. Contract pricing and custom catalogs are managed through an assigned account manager; typical contract elements include tiered discounts, item-level price caps, free delivery thresholds, and service-level agreements for emergency fulfillment. Organizations with 10+ active locations often negotiate enterprise terms that include fixed pricing for 12–36 months and dedicated field support.

For invoicing, W.B. Mason can support consolidated billing, departmental coding, and ACH or credit-card payment terms. If you need tax-exempt handling or government purchasing workflows, provide your exemption certificate and procurement contact early in the onboarding process to prevent tax and shipping delays.

Common problems and step-by-step resolutions

• Missing or late delivery: Verify tracking on wbmason.com; if tracking shows exception, contact the local delivery desk (phone on your invoice) and request re-route or redelivery. For mission-critical items, ask for immediate local fleet intervention—many desks can reroute trucks within hours.
• Wrong or damaged product: Photograph item and packaging, submit photos via the returns portal or to your account rep, request a replacement or credit. Keep the item until the claim is closed—W.B. Mason will instruct if a return pickup is necessary.
• Billing dispute or credit request: Submit invoice number, discrepancy amount, PO number and supporting docs; expect initial response in 3–7 business days and resolution within the next billing cycle unless escalated.

Final practical tips

Always keep the invoice/packing slip handy when you call: it contains the order number and regional contact. Use the online account portal for the fastest resolution of order status, returns, and invoices. For recurring needs, set up a blanket PO and a named account manager to avoid repeated approvals and to get favorable bulk pricing—organizations typically see 5–20% cost savings on common consumables when they centralize purchasing and negotiate contract pricing.

If you represent a public agency or a multi-site firm, request a formal onboarding checklist from W.B. Mason; good onboarding (typically 1–4 weeks) reduces errors in SKUs, invoicing, and delivery routing and creates a single escalation path for service concerns.