CDWReviews 80

In early September I ordered a Sennheiser PC 8 USB headset. After charging me more than half the cost of the headphones just for regular shipping, I received a pair of Sennheiser PC-8 plug-in headphones. When I contacted customer service to let them know CDW had shipped the wrong item I was assured they would email a return shipping label to me and send out the correct headset. After receiving neither the shipping label or the PC 8 headset I again called customer service to learn: A) the shipping label was not needed because I was not required to return the PC-3s (it would have been nice to be informed of this), B) my account would be credited for the incorrect item and C) CDW would overnight a pair of PC 8s to me... as soon as they were in stock. True enough, they issued a refund, but only for the cost of the headphones, but not the $19 shipping charge.

Eventually I received a second set of headphones - again, a pair of PC-3 models. This time shipping was $22 for overnight delivery on a product they failed to deliver on time the first time. When I called yet again to resolve this fiasco I was told that CDW would refund both shipping charges and the cost of the product as soon as I returned the second incorrect headset. This time I did get a prepaid return label, but by now it was close to a month from my original order date. Fortunately, I had given up on CDW and ordered a set from a company in Germany, who had them in stock and delivered them to me two days after I ordered them... oh, and the shipping was free.

Now a month-and-a-half after placing my order with CDW, I again contacted customer service to inquire about my refund. I was told that they had received the headset I returned but that it would take 10 days to see my money. Will that include the shipping charges, too? No, just the cost of the headphones, although the representative would request the shipping as well, but that will take an additional 10 days to process. What about the $19 shipping for the first erroneous shipment, I was told I would get that back, too. Hmmm, seems that someone canceled that request but the representative could request it again.

So, now seven weeks after placing a simple order for a pair of headphones, I finally have all of my money back. My advice, avoid them like the plague.

Ordered 33 laptops, checked stock on the phone with a rep before placing the order to confirm all are available. Once we received shipment, we were 8 laptops short. Checking with customer service they say 8 are on back order. No notification, no response to my emails for over a week. When ask to process a return and refund for the 8 on back order, I have to call another number to probably be given the run around. I've worked with several resellers but this is the worst customer service. Would recommend you shop elsewhere even if you have to pay more.

For a technology company, they do not instill any confidence.
Tried to register a business account and after 28 hours, still had not received the activation confirmation email, called customer service and they told me to wait because it can take 2-3 days... WTF? For a confirmation email that should be able to be processed immediately! After 48 hours still no email so called and finally spoke to someone that had to manually activate the account. Went ahead and purchased the license I needed for a device our company had acquired---a digital license and 4 days later it is still in the "Not Shipped Yet" category. Again, WTF! I purchase a lot of licenses from other tech companies and a digital license never takes more than an hour to show up in my inbox. CDW customer service is horrible and speaking to the reps they all sound defeated. This company should not be using the term "Technology" in any of what they do, will never get any of my future business.

I used my CC to place an order for a monitor on cdw.com based on the monitor's manufacturer's suggestion. The price was a bit higher than Amazon's. I thought I'd give my business to a small business instead of the monolith.

2 day after that a sales rep calls to tell me they cannot process my order, even though my CC company approved the transaction. He said I'd have to wire money if I still wanted to place the order. I asked what the problem was. His response was to the effect of "our order processing unit is not_comfortable_ with the information you entered" I asked what does that mean? He would not answer. I said I'm not wiring money for the order as I've never been asked in my entire life of shopping online to do such a thing.

I asked for a manager or a director's number to get further explanation for the cancellation. He did provide the sales supervisor's phone number. A few calls to that number throughout the day took my directly to voice mail. I left a message requesting info on what the problem was. I called few times the next day; direct to voice mail.

I suspect they did not like my non-English sounding name. My only conclusion is that CDW is a racist company.

CDW, thank you for canceling my order. I ended up buying the monitor on Amazon saving money in the process. I will never do business again with CDW.

CDW basically deals with their customers with suspicion, disrespect and condescension.

If I could give them a negative score, I would. I placed an order with a gentleman, and I gave him 2 specific requirements in order to have it meet my needs. They left off one of the key items I needed and had to ship it a week later. When it all came in, we discovered that it did not meet the most important of the two needs. I got a return set up for all of it, and was very clear that I also expected a refund on shipping. I get the call tags and ship everything back. They all show delivered. I received credit for 2 of the 3 items, because they can't find the third one, even though UPS shows it was scanned by one of their employees. They also didn't credit me the shipping. I emailed my "rep" and never heard back from him. I left a voicemail for a sales manager, and never heard back from her. I spoke to customer service at least 6 times, and each time I was told I would get refunded for the shipping, and I've been told that my refund for the 3rd item has been escalated twice now, to expedite the process. My company will NEVER do business with them again - EVER.

I ordered an item on a Sunday but decided I didn't need it so called on Monday to cancel the order. The CS rep told me that, since the order hadn't shipped, he would cancel it. On Thursday, it arrived anyway and my credit card was charged.
"Not to worry", I thought, there is a 30 day return policy, so I called to get an RMA. The CS rep said I would receive an RMA and label by email. I didn't. I called again with the same result.
I lost track of how many calls I made - 5 or 6 - all with no RMA.
In the end, I gave up and sold the item on kijiji.

Last Friday I called and spoke with a guy out of Arizona and he was real personable over the phone. He answered ALL my questions about licensing Microsoft products and even explained how Microsoft's Open Licensing program worked. He gave me CDW item #s for the stuff I needed and told me to email him if I wanted a quote, because he could knock some money off.

Within a couple hours, I emailed him requesting at least two separate quotes (one for x number of core licenses for Standard edition and one user CAL and one for x number of core licenses for DataCenter edition and one user CAL). Straightforward request; two quotes, two item #s each. Hours pass without reply. I called the 800 number and got a diff rep; I told the rep I spoke with someone earlier and I didn't know his name but I had his email address. A second or two of silence passes and he hung on up me.

That's not cool. Instead of calling back, I tried the online chat; I waited in line for over ten minutes and when I got a rep and relayed the same message, I was told the guy was out of office and that I could email the web sales team for a quote. I forwarded the email from earlier to the new email address the chat rep gave me. The email address did not exist; my email could not be delivered to it. I called BACK in to the 800 number and spoke to a diff person and they gave me the phone # to the first rep I talked to. I called my original rep and left a VM asking for the quote.

More time passes; mind you I was planning to purchase the software Friday before the offices closed. Near the end of the day, my rep emailed me back and asked for my contact information (I have an account on CDW and it's all there); I replied providing it. More time passed and I emailed him again asking if he needed anything else to complete my quote. He replied that he was working on it. Finally I get a quote emailed to me, which he sent to the wrong email address (one associated with a different CDW account) and it was NOT what I requested.

The quote contained twice as many core licenses as I requested and was sent to the wrong email. I replied asking for correction AND to send to my other email address and STILL, at the time of posting this (07/13/2020), I have yet to get a response.

I thought CDW was a legit company but after reading these reviews and recalling my own experience, I don't trust spending thousands of dollars with them. If I can't get timely responses as a prospective customer spending over $500 (on this one transaction), I'd hate to see them once they have my money. Thanks JW, you showed me your true colors and showed me that CDW cannot be trusted.

This review is factual and I can/could back up these claims with emails, CDW's records (chat and phone logs), and my invoice #. But don't worry about reaching out CDW, I'm not interested anymore in you or your products.

Ordered a product on the site that said it's in stock and shipping 3-5 days. It's been almost 3 months and still no product. I called today and the gentleman said, "why don't you call the manufacturer and ask why you don't have the product". Then he said he's been doing this a long time and that over 1900 customers aren't receiving products at this time. I won't be shopping with them ever again nor referring any business to them. Terrible customer service.

I ordered a printer and ink from CDW in April. It said the printer was not back ordered, but expected to ship in the end of April. It shipped the ink, but every two weeks I check, speak to a human, and they tell me they checked and the printer will be shipped shortly, usually a week or two away. Call again and same story, with a new promised shipping date. At end of June, they told me it would ship in a couple days, on July 1. It is July 3 and still shows as not shipped. They just lie to you to get you off the phone.

I've order a lot of TV's for our Company over the years from this site. They apparently do not care if you receive broken equipment. I was told an RMA would be sent to me and it never came. I reached back out to Support and they did respond to my email (two emails). Today I ordered 4 more TV's that were suppose to be delivered yesterday and I am being told they have not shipped yet because they need to give me a freight quote...? I paid over $200 for shipping AND nothing was mentioned about a Freight Quote. Sadly I had to call them to find all of this out and they gave me an email address of someone to reach out to for a freight quote. DO NOT BUY FROM THIS COMPANY. Try Newegg, Tiger Direct or even Amazon.

Worst customer service. Very bad experience with a customer service.
They'are selling items back-ordered as if they actually have. After I noticed, I canceled my order and request a refund, but they don't give you clear answer. What the rep says just "Ok!". Just two letters. That's it. They didn't tell me if they actually cancelled and processed my refund. I believe requesting a charge-back is the only way. Do not buy anything from CDW. Worst online seller.

I ordered a gaming laptop about a month ago, after paying for 2 day delievery they emailed me way after to notify me that the product I ordered was back ordered, so after waiting a month or so I decided to cancel my order. I waited two weeks for my payment to go back on my account and it never did so I called the customer service line. They told me they don't take the money out of my account until my item ships? What? They took the money out immediately after I made the purchase! Now the initial payment isn't even showing on my account and nobody will help me. So this website just stole $240 dollars from me!

Second time this happened with them: Refusing to accept the return for a defective article a few days after purchase despite their return policy