CDW Reviews 97

Genuinely horrendous customer service -- at every turn in trying to buy simple server licenses, I was met with people who couldn't give me a straight or informed answer, who couldn't answer simple questions about the products and choices they were offering me, and who couldn't tell me how to actually GET my license once I had paid for it. I often waited two or three business days for replies to simple questions, even with my dedicated sales contact.

Just an ABSOLUTE NIGHTMARE to work with and it turned what should have been a 1-2 day process into MULTIPLE WEEKS AND COUNTING.

Holy crap it should not take THREE WEEKS to buy a handful of simple server licenses.

CDW is in the dark ages. How are they still in business? I purchased an online license for Adobe Pro on 4/30. It's an online download. I was told it would take a couple of days for a sales rep to "process" it. 5/6 I finally received an email from the sales rep advising that they needed to verify the order and if I didn't respond in 48 hours, my order would be cancelled. What exactly needs to be "verified" to download software that should have been instantaneous?! Tried to chat with support ... they said to reach out to the rep, when I said I already had they just ended the chat. Still waiting for my software download...

Ordered a Xerox toner cartridge, May 16 (#1CGT618), received a week later, installed it in my Xerox WorkCentre, cartridge is only 12% full!!! They sent me an old, spent cartridge. I called Xerox support, was very hard to get someone who understands what I am talking about, supposedly they re-ordered, and that was 3 weeks ago, nothing arrive, not even an email confirmation. Lost $110! They are incompetent.

I purchased a $2000 item from CDW, but realized upon receiving it that I had mistakenly ordered the cheaper version. I immediately reached out to request an exchange for the more expensive model. CDW repeatedly told me the manufacturer does not accept open-box returns. However, I contacted the manufacturer directly and obtained written confirmation that they had no issue with the return.

Despite this, CDW continued to ignore my calls and messages and refused to process the exchange. Their customer service was unhelpful, dismissive, and made no effort to resolve the issue—even with proof from the manufacturer in hand. It’s incredibly disappointing to see a company actively avoid honoring returns simply to deflect responsibility.

Ordered software that the website stated was downloadable. After several days of not receiving the download information, I contacted CDW. I was told that it was a Microsoft issue and they had specific protocols that MS required. Here we are after a full two weeks and nothing from CDW stating the order status. Clearly, no one cares about customer service based on my experience. I was forced to cancel the order because the rep could not tell me the order status.

Their shipping date estimates keep changing even on the day it was expected to ship. They clarify its susceptible to change but more often it feels like a convenient excuse to not ship the product I paid for. The worst part is they take your money after purchase and NOT charge when it ships. If you're an individual like me that means you're out 2.7k but if you're an enterprise who have to fulfill a larger order, you're SOL for however long they decide to ship.

Currently a month waiting.

They have got to be the worst customer experience. I purchase a product online via their CDW.ca portal. 2 days after the order was placed, it was cancelled with no reason given. CDW claims the cost on the product has gone up from the cost listed on the CDW.ca website. I asked why they will not honor the cost. Everyone there seems to be working from India or something. I couldn't even understand Saleem his accent was so heavy... Regardless he was useless. I will be taking this to the Retail counsel of Canada and Consumer protection Canada. This company is misleading customer and not honoring the price they have posted online. I encourage you to shop elsewhere, Amazon, SOFTCHOICE, COMPUGEN, Dell direct anywhere but CDW, They have gone to the crapper. CDW for me now stands for Crappy Distribution Wh*Ores! So frustrating dealing with highschool sales reps, seem like they will hire anyone with a heartbeat and no brains. Deplorable service, zero knowledge reps. Manager are no where to be found. no escalation path. Just a gong show over there at CDW Canada.

Absolutely hands down the worst customer service on the planet. I purchased an item and returned for a credit. They've had my return for just over a month and their standard reply is that the warehouse is behind. Why waste your time with these clowns when there are so many better alternatives. These people are a joke. I use to do business with them back in the day and have had so many issues.

I just received a 65" Sony TV from CDW for $360, amazing deal!

Searching a product, I assumed this was a retail site. It's not. Ordered a product Thursday for delivery. Friday while unavailable at work I was requested more information. Open hours are 9-5pm M-Fr. In touch Monday, order cancelled. That afternoon I bought it cheaper at BestBuy.

Worst company ever to deal with. They lie.

Horrible customer service experience. They are not accountable and could care less the predicament you are in because of their slow turn around time on shipping the items you ordered. Ordered Dell Thin Clients, site stated +5 days, its already 3 weeks and I have yet to receive an update. Sadly because of this, our project to launch a store will be pushed back or I'll be forced to look at another options. Reconsider doing business with this organization, they are not what they advertised themselves to be, you'll be better off with going with another retailer.

I imagine if you're just buying things out of inventory, off the shelf, CDW is fine, but then again, why would you decide to buy from them anyway with all the online retailers available these days? The idea of having a corporate CDW account to have some access to a team of knowledgable people who understand the timely needs of running a business and these people do not. At least anymore. My account with CDW goes back close to 20 years and I've recently experienced a severe deterioration of services, especially in the realm of communication. Quote requested, quote received, convert quote to order is where we hit a bug. Countless tries to communicate via tel/email with your supposed "account team" goes nowhere, only to get a delayed update that "everything is fixed" and of course, it isn't. Need a hard alternative to CDW.

They are great!

Nightmare customer service. They lie and misguide you. My printer I bought from them started breaking 6 months in and they kept diverting me to Xerox warranty even though I had so much trouble with xerox finding my account. I asked for a return/replacement and they are sneaky they keep sending you to Xerox and say there is nothing they can do. Now we are past the manufacturer warranty and they wash their hands. And now say you should have asked for a return. The most deceitful company I have ever dealt with. Don't support this company. They will hurt your business. Mike specifically just blows smoke up your ass pretending to help you with your product and does nothing.

Absolute nightmare from a customer support standpoint. Shipped laptops without attaching autopilot causing a HUGE technology headache.

waited 2.5 months on backorder in stock laptop,,wish there was a zero star rating..and they hang up on u if call to ask ?..run away as fast as u can.never did get it or find out an actual date for delivery.

Terrible service. Previously purchased IT kit from CDW for my business. Used to be great, now their customer service is abysmal, in fact non existent. If anything goes wrong in warranty you're fobbed off, and if you order something out of stock you never get updates. When you call up the people on the phone sound like they want to end it all. If you're looking for an IT supplier in the UK, look elsewhere, you'll thank me later. I no longer shop with them.

Tell your sales reps to stop spamming my calendar with unsolicited meetings.

I wish there was a negative star.

They take an order on 5/2...on checking status on 5/8
- 3 chats hung
-given an extension twice that does not exist
-cust serv transfers me to sales who informs that the price sold was too low and they cannot honor, so they have to cancel..on being asked why they did not contact me earlier, the person hangs the line..... this does not seem one off if every employee has this attitude....never again even if they sell for free