1/5

posted Jun-08-2007

"Called and placed order on a business model printer on 6/4/07.

We were told it was in stock and would ship the same day, most likely.

On 6/8/o7 we called CDW and asked why we did not receive a tracking number yet, only to find out they had a issue with the credit card billing address not matching the shipping address.

THEY DIDN'T BOTHER CALLING US TO FIX THE ISSUE !

We were told that our account manager was busy and he was the only one that could fix the issue.

After six calls to CDW, five hours of waiting for a call back, being put on hold and transferred around without getting our issue resolved, we canceled the order.

GOOD WAY TO LOSE A $15k/MONTH BUSINESS ACCOUNT CDW "

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1/5

posted May-28-2007

"I placed an order May 15, 2007 for a very expensive monitor as a graduation gift for my brother.

NEC MULTISYNC LCD2070WNX 20.1" WIDE Mfg#: NME-LCD2070WNX 319.99

The receipt was sent to me in pdf format with a 2-3 day shipping method.

I emailed sales after 4 days and received an automated email response.

One week after the order was placed, I was contacted by sales to verify my home phone number to verify the shipping address.

It is now 13 days since the order, and I've seen no sign of the order being processed or shipped.

Fortunately, my card shows no deduction, but they do not email back, and this part is listed as in-stock.

I am very upset with CDW's business practices, and I do not recommend anyone ordering from them, despite their low prices.

My brother graduated this past Saturday, and I will have to drive 1 1/2 hours to his apartment to deliver his present, essentially spending the money I would have saved on gas instead.

-Tres

(fatbuttlarry at gmail for personal questions)"

This review was modified by FatButtLarry on May 28 2007 03:44:39 PM

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5/5

posted Nov-24-2006

"I have to say CDW is shockingly refreshing. They have "account managers" assigned to each business account. At first it seemed a little overkill for my 5 person office, although my experience has been nothing short of perfect service. I ordered a new network printer and it was amazing how helpful he was. Sure it could have been a fluke but this company appears to have it's act together! "

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1/5

posted Sep-07-2006

"We ordered a product from CDW Outlet on Sunday. Despite the item noting it could be shipped same day, the order was still marked for 'picking' in the warehouse on Tuesday. Sales person said "looks like it's going out today". Thursday comes, and it still hadn't shipped. We call again, another sales person checks the warehouse, and they said it's not there. So we changed our order to a different item, which the warehouse says is in stock. A week after placing the original order, we call yet again to check and was told the order is waiting for verification of address. We gave the information needed and was assured that the sales person would watch for our shipment to go out. Here we are Thursday, no word about shipment, and we call again. Now we're told the warehouse said the other product is not there.

Bottom line: we will never shop there again, and demote CDW to all our friends."

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5/5

posted Jun-14-2006

"I have been purchasing equipment from CDW for my company for over 4 years. They have always been exelent. Shipping is fast, pricing is always competitive and the customer service is always outstanding."

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5/5

posted May-18-2006

"My experience with CDW.com has been an entirely positive one. I recently discovered a NEC LCD1970GX monitor for the lowest price available at their website and ordered it the same day. I was pleased to receive responses to my email pertaining to my order and even a phone call within a very reasonable time frame on the same day as my order. The monitor was shipped by 5PM of CDW.com's timezone the same day, as stated on their website, and I received the monitor three days later through Fedex Ground delivery. No dead pixels noticed so far, and the monitor is impressive otherwise."

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4/5

posted Jan-30-2006

"The item I orderd (a Keyspan serial-USB adapter) was cheapest at CDW, according to PriceGrabber, but the shipping was quite expensive ($10), and that was the cheapest shipping option available. Otherwise, the item arrived promptly, for the shipping service selected."

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5/5

posted Sep-25-2005

"Great service. Fast, on-time, excellent delivery. Customer service was excellent."

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1/5

posted Sep-22-2005

"I am completely disappointed with the experience I had with CDW. I paid for shipping that was supposed to arrive at 10:30am the next day. It took 7 days for my purchase to reach me. I cancelled my order before the product was delivered and was told by an account manager to "refuse" the shipment when UPS delivered it and my money would be refunded. I refused the order and watched for 3 weeks to see when my credit card was refunded - it never happened. Finally I contacted my account manager asking when the situation would be fixed. I was told that they would get right back to me. A week later I still hadn't heard from them. It's been a month, 31 days in fact, and I still have not had my credit card refunded."

This review was modified by longfeather on September 22 2005 04:30:29 PM

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5/5

posted May-22-2005

ResellerRatings.com TOP REVIEWER!

"Well I was in a rush to go on a roadtrip and needed a carcharger for my palm, and couldn't find one in any store anywhere in my area and even had trouble finding it on the web. Just my luck the part was new and thankfully CDW was one of the few stores that had it in stock. The price seemed good, actually better than the manufacturer was selling it for so that was a plus as well.

I promptly ordered on the 15th with little time to spare (i was leaving for the road trip on the 19th) so I was praying that they would process it and get it out the door super fast.

Must say I was pleasantly surprised. I took a chance against the judgement of the fellow resellerratings people and ordered. The order was confirmed, processed, and shipped the next day (the 16th). On the 19th it came just in time, well packaged, and needless to say I was a happy customer. I must also mention that I chose Airborne Next Afternoon shipping as my option, so that people don't think this was with standard shipping.

Overall I will say that the experience was a good one, and if needbee CDW will make my list of online stores to consider."

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5/5

posted Mar-30-2005

"A very positive shopping experience! I received items on time, in excellent condition and boxed together for convenience; this allowed me to use my device upon arrival. The questions I had prior to purchase were politely and completely answered by sales associate. She even held the line briefly to verify one answer w/a technician rather than give me potentially incorrect information. I will re-use this vendor for additional purchases."

This review was modified by pgerman on March 30 2005 06:59:02 AM

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1/5

posted Mar-11-2005

"March 11, 2005

I placed a total of five orders for three hard drive mobile docks each from CDW over a five month period. Each time, CDW packed the mobile docks in a cardboard box with airbags on two sides. As everybody knows, packing material is supposed to be on all six sides. In addition, one or both airbags were popped on most (all?) shipments by the time the box reached me, so airbags have proven to be a poor choice for packing material for cast aluminum hard drive mobile docks (bubble wrap would be better).

After my second to last order (10/18/2004) arrived improperly packed and with both airbags popped, I sent an e-mail to the customer service person (TONI ECCELLENTE) who was handling my order:

"I received the mobile docks yesterday and unpacked them today. The package contained the products I ordered, and two "Fill Air" packing material cushions. Both cushions were deflated, with obvious tears in them. My guess is that the package was dropped, and the shifting contents (which are made from cast aluminum and are therefore reasonably heavy for their size) ripped the air bags.

"Furthermore, two bags is not sufficient -- packaging needs to provide cushioning on all six sides. This is especially important for hard drives, DVD/CD drives, etc. (e.g. things with moving parts).

"I think your shipping personnel need more training and your shipping process needs better quality assurance."

After my last order (1/11/2005) arrive improperly packed with one airbag popped, I sent the following message to the CS person who was handling that order (WAYNE BOROWSKI):

"I experienced the same packing problem on my prior order, and reported it to Toni Eccellente on 10/21/2004. Please forward this message to the owner, President, CEO, or whatever, of your company so that he or she can tell me why CDW doesn't learn from it's mistakes, and why I should continue doing business with CDW.

"If CDW wants any future orders from me, please ship me three docks packed properly at no cost. If CDW wants the units back that I now have, enclose a completed shipping label."

What followed was a series of partial concession e-mails and voice-mails from Wayne, another CS Rep (Christopher Bynum), plus a voicemail from their manager to the effect "I'm not going to help you, Dave. My staff will. But, I'd be glad to talk to you if you like". The CS people did not meet my demands.

Finally, a sales supervisor (Elizabeth Nenortas) heard about my complains and issued an RMA and pre-paid return shipping label. This was better than the CS people, but still didn't meet all of my demands.

After I'd sent the package back, a "Resolution Analyst" (Tina Brooks) sent me an e-mail apologizing and stating that my information will be sent to the packing/shipping managers. She did not meet all of my demands.

I received my Visa statement today. CDW refunded the parts cost, but did not refund the shipping/handling charges ($15.45).

I have yet to speak with Mr. Edwardson. If and when Mr. Edwardson reads this, I suggest that you learn to follow the Two Rules of Customer Service:

1. The Customer is always right.

2. When the Customer is wrong, refer to Rule #1.

For everybody else who reads this, "caveat emptor".

David Christensen
Tracy, California
dpchrist@holgerdanske.com

"

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1/5

posted Dec-29-2004

"I ordered a Promise S-150 SX4-M SATA Board. Delivery was fast and customer assistance during the order was great.

The board failed on the first day of receipt which was found to be a port socket issue. Unfortunately, the box had just been thrown away and picked up by the collectors.

CDW stated this was a special item that couldn't normally be replaced by them, although NOTHING on their sales site said as much, as I wouldn't have bought it otherwise. They boast about their replacement coverage but initially refused in this case. They decided to make an exception, but because the original box was not available, they refused altogether.

I received a bad product on the first day, and they will not honor their warranty. This is what you can expect from CDW. I had ordered from them because of everyone’s great success stories about them. Caveat Emptor – Buyer Beware!"

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2/5

posted Dec-20-2004

ResellerRatings.com TOP REVIEWER!

"First of all, I have to agree with the previous review concerning high shipping charges. They charged me $9.99 to ship Airborne ground for an order which couldn't weigh more than a couple of pounds and their warehouse is so close I could almost spit that far with the wind at my back.

Secondly, their shipping times are a bit off the mark. A couple of items were backordered with no ETA whatsoever despite the fact that their web site showed 4-6 days. Not good.

Finally, you have to watch their pricing like a hawk. I was charged $14.99 for one of the items I ordered. I subsequently discovered it was available from a number of other vendors for anywhere from $7.69 to $9.99......

....BUT GET THIS: $9.99 IS THE MANUFACTURER'S SUGGESTED RETAIL PRICE! I later checked this on the manufacturer's web site, who btw, also sells the item for $9.99. THUS, CDW is CHARGING $5 OVER MSRP FOR THIS ITEM.......SO BE WARNED....WATCH THEIR PRICING! "

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4/5

posted Nov-29-2004

"Overall, if CDW were "Brick and Morter", they would be great. Like any business, they have great Sales Reps and lousy. Super Sales Managers, and jerks. But, considering their volumn, selection, etc., they do very good.

Advice for the disenchanted: CDW is very good at cross referencing everything with Manufacturer Part Numbers. Watch the Part Number prefixes and suffixes and check with the manufacturer's site and you will see the items that are "discontinued". And you don't go out and buy a generic 2004 Chevy Malibu - you buy this one if you want speed, that one if you want luxury, etc. Don't expect anything different when you buy computer or even a motherboard - there are often many variables that are reflected in the price. Try plugging in a motherboard part number in the CDW search window. You will probably get several referances that look very much the same, but if you check close you will see that this board has SATA and that one doesn't, or one has on-board video and the next doesn't, etc.

BEWARE OF SHIPPING COSTS! CDW does greatly inflate them. This current order for ink cost CDW $5.75 to ship via Priority Mail and they charged me $30.34. Even so, as I told the boss, "They are ripping us off on shipping, but we can rely on delivery, great support, and get what we order." Peace of mind is worth a lot. I agree with others - CDW is probably more of a Business shop than a casual user shop."

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