"Bought a Razer Kiyo webcam from them because they said they had it in stock. Nearly no stores did at the time, but they did and so did Best Buy. CDW said it would ship in 2-3 days, Best Buy said a week. I chose CDW. I paid extra for that expedited shipping.
2 weeks later, the order is still in "pending" status and two emails gone unanswered. Left a voicemail and that was unanswered as well. This time I decided to stick it out and wait as long as it took on hold to speak to someone at CDW. This is how that conversation went:
Rep: How can I help you today?
Me: I ordered a webcam from you guys with the promise of a 2 days shipping and its been 2 weeks. My order number is ______
Rep: I see your order, and I regret to inform you this item is on backorder
Me: How long is the backorder for?
Rep: At least mid June, perhaps July.
Me: You do realize that its false advertising to say you have items when you do not have those items?
Rep: Im sorry, but we dont have any in stock right now, you can speak to our sales manager
Me: Please do
Sales: How can I help?
Me: *explains situation as I did for the rep*
Sales: Im sorry, but that item is backordered and wont be in until June or July
Me: I heard that from your rep, dont you think its bad customer service to say you have an item when you done?
Sales: The item is backordered and wont be in until June or July
Me: Yes, that has been established at this point. What do you plan to do about this?
Sales: Nothing
After doing some research, they do not EVER have the items in possession. Instead, they use a drop shipping model. They call the manufacturer of your item and tell them to ship the item to YOU and not CDW. This is technically illegal in the USA."
"I ordered o B450 Tomahawk Max motherboard from them. They were one of two vendors with it in stock; their's was about $135, the other place's was about $360. It only took a couple days to get here despite COVID-19. 10/10 would recommend."
"I placed an order and paid $75 for overnight shipping for something I needed ASAP. When the order didn't arrive I called CDW and emailed them. They didn't get back to me for several days to let me know that the device I had ordered was on backorder. It's been a month. Still no delivery. "
" I ordered a Razer Kiyo on May 1st and I was told it would be shipped in 3-5 days. I then saw the corona shipping update which pushed things back 1 day. After that I waited a day and still no updates on shipping for the camera. I then came customer 2 days after the corona update to see if there is any way to know when the item would be shipped. I was told it would ship May 12th and still, the item has not been shipped. Then two days after being told it would ship on May 12th, I joined another customer support chat. The first person I was connected with told me it would ship by May 26th but I wanted a refund on the 15 DOLLAR SHIPPING because I was originally lied to. Then I got transferred to an account manager and he told me it would not come until July. CDW is a terrible company, no communication with their customers and was a huge pain in the **** to deal with. DO NOT BUY ANYTHING FROM CDW
"
"I was looking at cases for my custom pc I was building and I bought one of the P5 Thermaltake cases. Then the usual emails and stuff then I receive my order. I got my shipping number two days after i bought it, then it only took two days to ship. Which was cool and all I didn't really care how long it took. However, I just started to assemble to about 13 days ago and I noticed there were two parts missing. So i contacted them via live chat and they said they would send an account manager (Tyler R. Wierzgacz) to help me out. Which he did, however when he sends me an email he would take one full day to respond while I respond within the hour. It was ridiculous to see how long he takes to respond to his emails! ONE email per day then it comes to Thursdays and he asks me to send a picture of what parts were missing. I respond within 10minutes and he doesn't response till Tuesday...... then get this, he tells me that they dont have the part that i was missing and tells me to contact Thermaltake themselves. This whole customer 'support' thing with this account manager took me 12 days!!!!! Worst company ever DO NOT BUY. Apparently is complicated to help me get a replacement or advise me to the orginal company to get some help. Ridiculous....... Never buying from them ever... I would suggest you look at somewhere else"
"CDW charged my card on order then cancelled my order. CDW sent no email about the cancellation, I only found out when checking my order status. Now I am wasting my time chasing a refund."
"I ordered a hotspot router and received a confirmation that my order had been placed and would be delivered in 5-7 business days. I called 7 days later as I had not received a tracking number on my order and it turns out they didn't actually process my order... A). Why did it take me having to call to get this resolved? B). When I called and asked how this might have happened, "I don't know" was the best you could do? Very unreliable and I would not recommend if you are ordering something for your business if it's time sensitive. "
"I placed an order for a keyboard that they showed they had in stock. Two days later I get an email that says they have cancelled the order because they dont have it in stock. Yet 5 days later they are still hanging onto my money. My bank said that CDW has one of the most unreasonable long holds on transactions they've ever seen. So I emailed the account manager I was assigned and asked her could she please contact my bank and let them know the transaction was cancelled so I can get the hold removed from my money. 2 days later not a peep out of the woman and nobody else is interested in helping me either when I called. I will never shop with them again. First order with them and it will be the last."
"Remember that folks with bad experiences are far more likely to leave a review than those with good experiences. I have been doing business with CDW for over a year now, on behalf of our company (just under 100 employees), with dozens of orders fulfilled with minimal problems. The problems that do occur are usually with the product's vendor. CDW does have their own warehouses, but many items are drop-shipped directly from vendors as well.
COVID-19 has changed everything, yet people seem to expect the same turn-around time on products purchased. Even Amazon and other well-known fast shipping companies are struggling just to get products to homes and business in less than a business week.
If you do run into an issue, call and/or email with a positive/professional attitude and demeanor. If you don't get a reply in a few days, try again and provide all the order information you can so they can quickly look up tracking, etc. If they aren't doing what you need to make it right, ask them what they can do to make it right.
CDW contracts with the government and many large organizations, so sometimes being the small fish can certainly be noticed as a disadvantage. Still, you can snag some good deals on CDW and meet some very nice sales reps."
"Ordered a simple monitor from the CDW website. Received my automated order confirmation email as well as an email from a sales rep, Jason, also confirming my order. Sounds great right? Well that's where the service stops. The product said it would ship out in 1-3 business days. I ordered on a Saturday so gave them a bit more time, but hadn't heard anything about shipping. On the next Friday, 6 days later, I still had no shipping notification and the order status was listed as "Processing" in the Quick Order Status on CDW's website (this is also a terrible webpage). I sent an email to my sales rep, Jason, as well as called him that day to leave a message explaining the situation. No answer. No response. No follow up to my email. I was just looking for a status update on my order. The next week came and still no response. It is the following Tuesday and still no response. I then sent an email to Jason, the sales rep that originally confirmed my order, to let him know that I wanted my order cancelled. And what do you know, not 10 minutes later, I check the quick order status and my email is cancelled. Pretty obvious that the sales rep was blowing me off and then cancelled my order without giving me notification he had done so. I will never be shopping at or with CDW again."
"There is NOTHING on the product pages to show that the product was not instock. In fact, it was listed as 1-2 day shipping. Nowhere did they mention that it would not ship for 3-6 weeks! I first tried contacting customer service and received a reply that was literally blank with nothing but a greeting, recap of my order (no ship date). I had to visit their chat to find that this item wouldn't ship for 3-6 weeks. I would never recommend this site and would never purchase from them again."
"What a terrible outfit. Made an order online. Had to change billing address. No problem, right? Wrong. First customer service agent said the issue was fixed and the order would be shipped next day. Then I receive an email saying there was a problem with the order. So I reply to the email and the test is a nightmare. Wild goose chases, no replies to my emails, Voice messages, chat inquiries. Does customer service even exist with this company. Still have not fixed the problem and no product delivered. And nobody cares to get back to me. "
"Ordered eight Microsoft Server 2016 RDP licenses and CDW charged my credit card $1,004.48. When I didn't receive the licenses I called in and was told that the licenses had been sent to the wrong email address. They said it would take 24-to-48 hours to get this resolved. I called back and got the same story. Then I called back and got the same story, "We can't do anything. We notified Microsoft and it's in their hands". So, I finally called Microsoft and it took about 10 minutes to get this all straight. Why couldn't CDW do this? Because they don't give a darn about service or customers, just sales.
NEVER PURCHASE FROM CDW!"
"I wish I searched the internet and read reviews from resellerratings.com about CDW. They are really a scam site. I purchased a digital pen on the 11/20/2019, 3 -5 days shipping, and never received my pen. I’ve contacted them and they have given me a number of a sell contact number. I’ve tried to contact this number many times and finally a guy has picked up phone and after checking he answered that the vendor hasn’t provided them (cdw) any information about the shipping and so they has nothing to do and I have to wait. After 2 weeks I tried to contact this guy again but he’s never picked up. I must call the site number and another guy checking said that they it has been shipped. I asked for the tracking number and I checked myself and saw that status is shipped but where it is or when it will come I didn’t see the info. After one week I’ve contacted them again and they said that the package has not been delivered. I’ve asked them why and they said they don’t know that’s the responsibility of the shipping company they will issue the refund when shipping company returns the package to them. After 1 week I’ve called them back and they said that they have received the package but they have to wait for the vendor to approve the refund. And now I have to wait for more... I asked them if they will inform me when it is approved, they said no I have to call them back to check. I don’t know next time what they will tell me.
Yes, I’ll never buy anything from this cdw website again. They get your money and you have to wait... calls... wait and sure you will get angry and regret for working with them.
I will give them -5 stars if the website has this rating. "
"I ordered 10 Google chrome management licenses over 3 weeks ago. I have bought these before a 24-48 hour delay is normal until they are usable in the console. Over 3 weeks have gone by...in fact a weekend away from a month, and everytime I contact them they blame google. I contacted google support and they said they get these reports about cdw all the time. For me I'm done they won't cancel the order and so I am stuck until they decide to give me my product
"