CDW Reviews 97

The worst customer service in the world! They blame their distributor.

Purchased a laptop...not delivered in 4 weeks. Canceled order...they asked ME to send a note to Manufacture. Still arrived...we refused the order...it's now been 12 weeks and NO REFUND...THEY BLAME THE DISTRIBUTOR...D and H!!! Poor business policy!

We have had to cancel multiple orders due to ordering parts that were "in stock" just to find out they were being drop shipped in a month. Contacted customer support closer to the arrival date and they had been delayed further. They simply do not even bother to pretend to care. Terrible place to order from.

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.

I've wasted so much time dealing with CDW, so I'm just going to quickly summarize...

- CDW just passes customers with a problem from one department to another but no one knows how to actually resolve the problem or tries to resolve the problem
- CDW can't seem to figure out how to update an expired credit card and charge the correct payment method (still hasn't been resolved after a year)
- CDW makes repeated order and billing mistakes but worse shows no effort to correct their mistakes
- CDW is unresponsive and apathetic
- CDW makes no effort to retain business and keep relationships they already have

CDW needs new strong leadership to turn this ship around. We're not talking about a handful of employees. The incompetence and indifference appears to be pervasive throughout the entire company.

CDW is hands down the worst provider in the industry. As an IT Director, I've had to deal with them multiple times and each experience is a disaster.

I won't bother writing about the incident I had as most of what I experienced has already been voiced by others. Synopsis:
Website not up to date
Terrible Communication
I was lied to by Customer Service
Received condescending psycho babble emails from Customer Relations
Cancelled the order
How does this company stay in business?

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!

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.

PURCHASED 2 ALL IN ONE PRINTERS FROM CDW. FIRST ONE RETURNED WITHIN CDW RETURN POLICY, ACTUALLY SALESMAN TERRIBLE, NO FOLLOW UP COULD NEVER REACH HIM FOR ANSWERS TO QUESTIONS. THESE WERE SAMSUNG PRINTERS, HP BOUGHT SAMSUNG (USA, WORLDWIDE, DO NOT KNOW). KNOWING THIS I GAVE THIS TRANSITION SOME TIME TO WORKOUT THE SNAGS, HOWEVER WHEN ATTEMPTING TO GET TECH HELP THE ETERNAL YANK, HP THEN SAMSUNG ( this was not a tennis match with the Williams sisters or John McEnroe) SAMSUNG THEN HP. WITH THE SECOND PURCHASE, THE SALESMAN APPEARED TO BE MORE PROFESSIONAL, WHEN I SAY MORE PROFESSIONAL, I MEAN THIS SALESMAN WAS A MORE PROFESSIONAL SCAMMER. I THOUGHT I WAS PURCHASING A NEW SAMSUNG, ACTUAL UPGRADE, FROM THIS SCAMMER SALESMAN. IT TURNED OUT THE PRINTER WAS USED AND HAD MANY ISSUES WHEN I ATTEMPTED TO USE IT. I CONTACTED THIS SCAMMER SALESMAN, HE SAID JUST KEEP THE PRINTER AND HE WOULD ISSUE A REFUND FOR THE AMOUNT I PAID. II DID GET THE REFUND. WORD OF CAUTION , DO NOT TRUST SALESMAN OR SALESWOMEN, THEY WOULD SELL THEIR OWN MOTHERS. THE MORE EXPERIENCED, OLDER ONES ARE THE MORE PROFESSIONAL SCAMMERS, BLINDSIDING THE CUSTOMERS. FORTUNATELY THERE ARE MANY, MANY AGENCIES, COMPLAINT BUREAUS WE CUSTOMERS HAVE ACCESS TO, AND EVENTUALLY THESE SCAMMERS WILL GET CAUGHT, MAYBE EVEN INCARCERATED. A WORD OF CAUTION, IF YOU ARE SMART DO NOT DO BUSINESS WITH CDW.

Awful experience. They need to learn from firms like Amazon how to create a better user experience for online ordering.Here are some of the issues I faced:
a) They don't accept card billing addresses from outside the US.
b) They processed a card payment from my card, and then refused to deliver the goods.
c) They insist on having an account manager to process all orders. But mine was in meetings all day and was too busy to deal with our order. Why don't they just process the order automatically?
d) Impossible to track order as their system keeps rejecting my zip code. I know my zip code better than they do.

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.

I gave them a new address and I was told I have to call back 45 minutes later to find out if my order cleared or not. This 2018. CDW is behind the times. If I was to continue ordering from CDW I would have to hire a project manager on my staff just to make follow up on CDW orders.

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.

They are not dependable to complete an order. I ordered a couple of Havis parts and received my order confirmation email. I then got a call a day later saying there was a problem with my card, HOWEVER I could see that my card had in fact been charged. They promised me to have the issue resolved and then call or email me by the end of the day. A couple of days pass and I don't hear from them. So I call them back, they apologize that nothing had been done and again promise to have it fixed by the end of the day and call or send me an email confirming that the problem was fixed. TWO DAYS Later I call back, after hearing nothing from them. They transfer me to the sales team who tells me that my order is too confusing because I'm having it shipped to a different place then my billing address. I tell them to go ahead and ship it to my billing address, HOWEVER they are now out of stock of the items I ordered a week ago and it will take over a month to get them! This is a business full of empty promises. Look somewhere else for the parts you need.

Ordered an item from CDW.com for a client - it was software licensing, so we needed somewhere trustworthy and got CDW's name from our US branch. Placed the order, and then sent them an email stating that we're overseas and therefore were paying with an overseas credit card.

Heard absolutely nothing for about a week, when I got an incredibly rude email from "Jon Gorter" who's title is "National Sales Contact Center, Account Manager" and all it said was "Please contact me to tell me what you are trying to accomplish with this order. The pricing is way off."

OK - great. It's not my responsibility to set your pricing for you? If it's wrong, tell me what the price is and we'll pay for it. The incredible rudeness will ensure we never purchase from CDW again, and we've spoken to our US branch about removing CDW as a supplier as well.

Louis Weaver was a worthless account manager - Ordered product that they couldn't get - Lied to multiple times - 2-3 days for a refund, no wait its 2 weeks, no wait it's several weeks - been 5 weeks and still no refund. AVOID this place.

Complete joke and very regrettable purchase. Contradictory emails, ambiguous delivery method and erroneously set up product. Instead of receiving license electronically for speedy use of software (as indicated) wound up waiting on a physical copy. Poor cancellation system and prohibitive return structure ensure you are locked in for the very poor ride. Seriously worth avoiding this distributor.

I had to heavily edit this review, partly because I was mistaken in one thing, and partly because CDW must have seen this review and the one I left on their company website, and tried to make things right.

I ordered an item from another company (not CDW), and they claimed they had it in stock, billed me right away, and even generated a UPS shipping label, to give the illusion that it was moving when it wasn't. Nearly 2 weeks later, I find out the item is on backorder. So I decided to order a second one from another company, which was CDW.

I never ordered from CDW before, so I thought I'd give them a chance. Their website says they actually had the item, I ordered it, and there was no notice of backordering. Until two days later. I went back to the CDW website and sure enough, they never even had the item, it's on backorder. I then had two of these items in limbo, with vague dates of shipment.

I left nasty reviews here and at CDW, and what do you think happened? Someone there looked a little harder, made some calls, and that item that was supposed to be backordered and not available for another week and a half was in the mail the next day! Or so the UPS tracking says. I have not gotten it yet, and hope it is the right item. We shall see.

I claimed in my last review they billed me right away-- not true, it is still just a pending charge. Even though it's supposedly in the mail, my card has not been billed. My mistake, was angry when I typed it.

They did ship it with a delivery restriction, which really vexed me. A signature is required, and I can't override that from my end. Usually UPS and FedEx just put it in my garage and then turn the handle to lock it, like it's a big delivery lockbox. Can't do that this time, which is an annoyance that they really should warn you about. I don't know if they do this with all packages, or just ones of a certain dollar value, but it is not a plus.

UPS and FedEx allow you to use their websites to authorize a Delivery Release and leave it without a signature, and this is very handy for those of us at work all day. People should be told in advance if this is not allowed.

Upped them to 3 stars. Interesting how one day my item is out of stock and won't be shipped for a week and half, then the next day, it's on the way! I hope it was because someone there listened and cared, and wasn't just a mistake. Will update more after it gets here.

UPDATE: package arrived right on time, exact item I ordered. Will probably order from them again. Upped them to 4 stars, since they went out of their way to find me my item after I threw a temper tantrum. :-)