"i ordered a computer tower and i received a camera lens focusing tool (wtf?). When i called them, the only thing they were interested in was getting the camera lens focusing tool back. They wanted me to go through the trouble of sending it back to them.
I told them no, you come get it. When i asked 'What about the item that I purchased?", they told me to order it again. Uh, no. Wrong answer again. I will order from another store and never buy from cdw again. I even told them that they would not get a good google review from me over this and they were still not interested in making the situation right. In this day and age, who would put up with this kind of nonsense? Not me. I cannot wait till I hear the news of this company going out of business. I REPEAT, I WILL NEVER BUY ANYTHING FROM CDW EVER AGAIN. AND I WILL TELL EVERYONE I KNOW. "
"It took multiple phone calls to get the billing and shipping address correct. After three days I still could not get an order status from their website. Yet another phone all, hold and three transfers, I'm told they use a third party to determine if my American Express Card is good. They determined it was not but never bothered to contact me. It turns out nothing wrong with my card - I ordered from Amazon and it is on it's way. Customer Service is terrible, website does not work well. I have a customer waiting on this device and I just lost 3 days. Stay clear of CDW."
"I tried purchasing a piece of software from their website, got the purchase confirmation email, no download link provided. I emailed them, no response. Called them up, the rep said the order was canceled, I kindly asked to resolve the issue got transferred another rep who arrogantly responded with the word 'Yes?". He said, "Our website is not smart enough to discern how many licenses customer is buying, we are not Amazon". I said, this is 2019 my friends, he goes, "We make 70 billion in sales my friend, people call us on the phone to order software". I said cancel my order, I don't want anything to do with your company. I say, THEY DON'T GET IT if they treat customers like that in 2019. CDW - PEOPLE WHO DON'T GET IT! "
"Great products that arrive promptly and outstanding customer service. Wonderful experience! "
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On 11/28/2017 we ordered licensing for a 3 year product. After a little over a year (Approx January 2019) the licensing stopped working. I have been asking for a refund or a fix to our problem since March 2019. They have continued to procrastinate the issue and have resulted to just flat out ignoring it. Not only has this cost us $3,942.72 we are losing money and productivity by not having access to these licenses, and further we have to pay other IT people to try and resolve this issue. It is an embarrassment how horribly they have handled this situation. Never do business with this company, unless you want to waste a god awful amount of time speaking to their useless team."
"What is up with them? I placed an order. Got a confirmation. After two days, there was no shipping info sent, so I called. They told me the order was cancelled because my email "seemed strange" and so did my phone number. What? No communication of this. How do they not call me if they are afraid of fraudulent purchases? So I placed a new order on the phone and was told it was flagged by credit and there was nothing they could do about it. I waited another day and finally cancelled the order when they never followed up as promised. This is Fortune 500 service? Maybe you have to be a big corporation to order from them. Now I have two charges on my card that I have to wait to see if they will get reversed. Don't say you weren't warned."
"I had placed an order for multiple Windows 10 keys, and after a week of nothing I checked the order status and CDW had cancelled it. Checking my email turned up no notification that the order was cancelled, so I gave them a call. I was told that my order was cancelled because they ASSUMED it was a mistake, and that no one orders those particular keys. After a bit of discussion and arguing, they finally agreed to send me the keys via email.
Why would a seller ASSUME I don't want an item I had purchased just because it's an uncommon order? That's a terrible practice right there. I did the research and I checked what they offered compared to what I needed. I'm definitely not going to shop through their site going forward."
"I have made 2 purchases with CDW over the years and both times it has been a nightmare. It takes weeks, I repeat, weeks, to get your order.
The problem is that every web order must be approved by an account manager. If a account manager doesn't get to your order, it will just sit there for weeks in a holding queue.
No emails or no type of notifications are sent to you. I purchase a printer from them for business needs. I'm in a time crunch. Order placed on nov 2nd, it's now the 15th and the order still hasn't shipped yet. Call them. The reason why they are holding? They don't ship to a UPS box.
Ridiculous. I will never purchase from CDW for the rest of my life. I will tell all my friends and business aquaintances to avoid this company as if their life depended on it.
Back in July, we also purchased MacBooks, keyboards, docking stations, etc for work. It took 1 month for the MacBooks to arrive. The docking stations arrived in October."
"I ordered a motherboard, and an hour later, I got an email saying my order was put on hold because they only accept wire transfers (even though I used my debit card?). I checked my order status, and it said my order was cancelled and I have not received my money back. I cannot get a hold of anyone to resolve this."
"I prepared an order for a backordered item and input my credit card details as requested, in order to create the order.
I was just informed by my credit card company that this company charged my card for an online ATT payment.
Outrageous.
They seem to be kicking their bait & switch shenanigans I’m reading about here into outright felonious actions.
I would advise anyone reading this who has given this business a credit card number to delete it from their website and report the card as compromised. "
"I had an absolutely terrible customer service experience with CDW last month. I order from them every now and then, mainly because I can usually get my items the next day. But last month, while preparing for an event we were having, I made a purchase that said if I order by 2 pm, I will have my order the next day. Well, this was for items for our raffle drawing taking place that weekend. The box came, and I locked it up without opening it right away. The next week, when I was preparing to call my raffle winners, I opened the box to make sure that nothing was damaged, only to find that I only had half of my order. When I called customer service, I was told that the missing half was being drop shipped from a vendor. When I brought up the fact that the website said that it would ship the same day, I was told that it must be an error. The agent sent a request to the vendor, requesting the ETA, and then the call ended. The next day, I received an email, estimating it would be shipping the following week. This was throwing my raffle off, so I emailed the salesperson listed on my packing slip, asking if they had something comparable that I could get the next day, and I requested a read receipt for my email, which notified me that she opened it a couple hours after I sent the email. I tried calling a few times, left one voicemail, and another email, and still no response all day. The next day I called customer service about what happened the previous day, and she sent the sales girl an IM about my problem, and she told the agent I was speaking to that she never received an email from me. Really??!! I have a read receipt, and I left a voicemail. Did she really not receive ANY of my messages?? So then, I asked to speak with a manager. When transferred, I sat on hold for FORTY MINUTES, before I gave up and hung up. The next day, I called again and told the agent what happened, and now it's the day that it was supposed to be shipped. She couldn't give me any new status on my shipment though. I told her about the forty minutes I waited the day before, while waiting for a manager, so she gave me the email address of the sales manager. I sent another long, detailed email about my problem. And AGAIN, NOBODY RESPONDED. The next day, I called and cancelled my order and ordered it from Amazon instead, and don't you know, I got it in the time it was promised. If I could give them ZERO stars, I would. I have never been given worse customer service than I was this time, by anyone. First, they falsely advertise their products on their website as available to ship same day, even if they can't follow through. Then, there is no email to notify me that my order has been back ordered or provide me with a shipment date. Then, neither the sales person, nor the sales manager did me the courtesy of responding to my emails or voicemails. Absolutely ridiculous! Is it really not important to them to help the customer?? "
"I placed and order just to receive a call from CDW stating that I have "bought the wrong item" and that I could have not gotten the price I got unless I bought 20 of them! Now the item is gone from their website and my "order cannot be found"!
I understand that sometimes a retailer's inventory might be outdated but don't tell me "you've bought the wrong item" instead of "sorry, we messed up, the price we had there was wrong"!"
"I work at a large university where CDW is a preferred purchasing partner. I recently used them to order computer equipment. It may be the worst customer service experience I have ever had, especially among the the other preferred purchasers we use (often the customer service, shipping, pricing etc is streamlined with these, I couldn't see any change from normal retail with CDW).
All of the items I purchased were listed as in stock at the time of purchase, and were supposed to arrive in several days. After 2 weeks, one of the computer towers did not arrive. I never received any communication in the meantime (excepting the confirmation email of purchase, which did not include a tracking number, or even the shipper for this item). I followed up with their online chat and was told that the computer was returned to sender because of a wrong address. I didn't understand how this happened, since the other items in the order did have the correct address and arrived on time. I was told the item would be reshipped.
One week later, the item still did not arrive. Again, radio silence from CDW, so I followed up with the online chat. I was told that the computer was out of stock. When I told them the computer said that it was in stock on their website when I purchased it and still said it was in stock, the representative said that information was not correct, and she suggested I follow up with a sales rep. I emailed my sales representative.
After several days, still radio silence, so I called. Now I was told the computer was in stock, and that it could be re-ordered (?). The sales rep took my name, email and phone number and said they would follow up with phone and email later that day when the re-order was complete. Of course I heard nothing.
3-4 days later, I got a confirmation email. The item was listed as "drop ship" with no tracking number, and the *shipping address was wrong.* It appeared to be some strange splice of the billing address, and the shipping address, and I'm certain most human beings would notice the mistake if any had looked at it. I immediately emailed the sales rep who I ordered the computer through, and he said he would contact the shipper (I never got an email back from the sales representative that was actually listed on my order that I emailed the first time).
One week later, I still had not received the computer, any shipping information or tracking number, or any other follow up. I again used the online chat service. Now is an important time to point out that even now, after a month of getting the run around, when I would contact someone and give my order number, the immediate response I would get would be something like "It appears your order was placed successfully." Whatever computer system they use to track orders is hideous and ineffectual and does not accurately convey how FUBAR my ordering history is. So after having to re-explain the story, I finally got the fedex tracking number from the re-shipment, put it in, and, of course, it says the order was not delivered because the address was wrong, and only the shipper can change it.
Looking at the other recent reviews, I see quite a few similarities: their website does not seem to convey correct information, they do not correspond or follow up, they will do things like cancel orders and never tell the buyer that they did that. They also appear to have this strange procedure of not sending shipping information. On their website, they have some order status checker, but it is completely useless and just says "all items shipped" throughout all of my history. And again I just cannot understand what the representatives see on their computer screens. What horrible record keeping software do they use where the most recent status updates are not front and center? Now that I think of it, I think they may just have access to that same order status tracker on their website that says "all items shipped."
And presumably there is some kind of formal relationship between my university and this company, but yet, there appears to be no expedited service, no talk of "we'll send you a replacement overnight" etc. I certainly will never purchase any items from this company again for my group, and will forward all of this information to the university purchasing department. With service so bad, it literally wastes time and productiveness to have to deal with it. Worst company I have ever dealt with. Period."
"Just like another recent reviewer, I didn't receive any shipping notification for days after an order. I called customer service and the agent told me there was a problem with billing. To complete the order she told me wiring the money was required! I canceled the order and am keeping an eye on my credit card. Do not trust!"
"I ordered something and they had some issues with the billing info, and I didn't have any idea until a week later when I asked for tracking!!!!"