CDW Corporation

Initial Business Response /* (1000, 8, 2015/01/02) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
Good Afternoon ***
I apologize for the issue you had experienced with your orderI have confirmed that your order, ***, has
been cancelledI am currently working with our Customer Service in Canada to get more information on what had happened on your orderOnce I receive additional details, I will reach out to you directly
If you have any further questions, please let me know
Thank You,
***
***

Complaint: ***
I am rejecting this response because:
The email from the Revdex.com said that there was a response from CDW, but, I am not seeing any response from CDW, so, I do not know how to accept or reject something that does not exist
"line-height: 1em;">
Sincerely,
*** ***

Good Afternoon,
We apologize for the delayed response. After reviewing your order, all shipments have been delivered and signed for at your locationUPS Tracking#s
***
***
***
***
***
***
We have opened a ticket, internally, with our Configurations team for research to be done in the breakdown of communication and service on your orderWe appreciate your feedback and apologize for any inconvenience that this has caused you
Susie *** ***
Supervisor, Customer Relations Quality | CDW
Phone: *** | e-mail: ***@cdw.com

I tried to buy a router from CDW website on October 1, today is October and still waiting for itThey automatically assigned me a sales contact representative that never picked up the phone and It seemed like nobody else in the company could help me but him, Unfortunately he was on vacation or something for a few days so I was helplessI end up buying from another store and getting my router in two days (and cheaper price) while I have not received my router yet from CDWAlso I called in October to cancel the order and because that guy was away his desk nobody put comments on the order and they still ship it to my locationI don't recommend buying from this websitego to Compsource.com they have better customer service

Initial Business Response /* (1000, 5, 2014/07/11) */
Acct # -*** ***
Good Afternoon ***,
I regret learning of the experience you have faced in relation to your computer ordersWe thank you for notifying us regarding this incidentWe strive to provide our
customers with the best service, and if we fail to meet that expectation, it is important for us to know, as we are always searching for better ways to meet our customers's needs
From the information I have gathered from your account manager *** ***), it appears that all the notebooks have been shipped with the appropriate installsYour account manager is currently in touch with the manufacturer (Panasonic) to finalize the complete solution on the last three machines
Once again, CDW appreciates you reporting this to our attention, and giving us the opportunity to look into this matter
If you require additional help, please let us know
***

Initial Business Response /* (1000, 7, 2015/09/15) */
Good Afternoon Christy,
My name is MilcaI am with CDW's Customer Relations departmentWe regret learning of the inconvenience you have experienced during the order processingAn apology is no substitute for good service, but I
want to offer one on behalf of CDWWe appreciate you reporting this matter to usIt helps to know the kinds of difficulties our customers have so we can work towards improvements
In researching your order it appears that the sales team did attempt to contact you via the phone number listed on the orderI do apologize we couldn't get to you sooner to fulfill this orderI am currently showing this item is discontinuedHowever, we would be more than happy to get you in touch with sales for an alternative or something else that may work for youPlease let us know if you are available to discuss this matter further with your account managerYou can reach out to me directly and I will get you in touch with the sales team to finalize a new order
CDW appreciates you bringing this issue to our attention and giving us the opportunity to resolve the problem
Once again, we apologize for the inconvenience and if you have any further questions or concerns, please feel free to contact me directly at the below contact information
Kind regards,
Milca ***
Quality Analyst, Customer Relations CDW
Phone: *** Fax:
Initial Consumer Rebuttal /* (3000, 9, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted to contact the telephone number listed on your email reply and the message stated: "You have received a non-working number at CDW."
This is quite ridiculousYour business has no wasted more of my time
I need to have a inch laptop running Chrome AS I ORDERED
I spoke to Zach Heller from CDW on the phone several times to confirm my order and I provided full contact information for my credit card provider (card number, security code, and telephone number for card issuer)The charge was listed was listed as pending on my card, so I know the order went through
I was then told my order was cancelled, allegedly because no one replied to messages at ***
First of all, that is an office number so someone would have answered the phone and replied IF anyone had calledNo one did, because we would have received the message
Second, that telephone number was NOT provided to CDW as part of my orderit is not a phone number associated with this accountIt is my husband's office numberIt was ridiculous and intrusive to even call that phone number in the first place because you were not authorized to do so
You had my cell phone number, ***, which is the telephone number associated with the credit card I used to payI answered the call to my cell phone and spoke with Zach Heller and told him I needed my order right awayInstead, he cancelled my order and failed to reply when I requested it be reinstated
I need a inch or larger Chromebook per my original order
Final Consumer Response /* (4200, 19, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculousI spoke to a person at your company on the telephone at your business, gave them the credit card company phone number, and answered all detailed questions
I was assured my item would ship, and then days later received information claiming that you had tried to contact the billing phone number (again- without authorization) and had cancelled my orderThe phone number at *** is always answered and they have indicated they did not receive any contacts from your companyFurther, I have ordered literally thousands of items online and my husband's business has never ONCE been contacted to confirm anything except by your inept and terrible company
I believe that you are lying in order to cover up the fact that you could not send an advertised item after listing the item for saleI will continue to pursue this complaint and to publicize my terrible experience with your horrible business
Final Business Response /* (4000, 24, 2015/10/28) */
Contact Name and Title: Amy ***, Quality Analys
Contact Phone: ***
Contact Email: [email protected]
Good afternoon, Christy,
Again, we completely understand your frustration with our verification process; however, these checks and balances are put in place in order for us to properly take care of our customers and avoid fraudulent ordersThe sales representative attempted to verify the order at the billing address phone number in order to ensure that the order was authorized by the billing addressAlthough this was a different phone number than originally provided, *** Chiropractic was listed as the bill to on the order, and therefore, we would need confirmation from this phone number in order to process your requestThis is a standard CDW procedure that is in place again to protect our customers and their interestWe are sorry if this procedure is frustrating to you as a consumer; however again, this is our standard practice when verifying orders with different shipping and billing information
At this time, the item has now been discontinued and it is no longer available for purchaseIf you would like to locate a comparable item and send prepayment for the purchase, we are more than willing to assist with this requestUnfortunately, we cannot sell something that is not availableWhen purchasing outlet items, they are sold on a first come first serve basisOnce the item is purchased, we are no longer able to fulfill the order for that itemAgain, if you would still like to purchase an item from CDW at a similar price, we are more than willing to assist you in locating an acceptable product as well as fulfilling your order with prepaymentIf you have any further questions regarding our terms and conditions of sale, they are located in full on our website at the below link
https://www.cdw.com/content/terms-conditions/product-sales.aspx
Sorry for any inconvenience that this experience has caused
Regards,
Amy ***
Quality Analyst-Customer Relations CDW
Phone: *** Fax:

Initial Business Response /* (1000, 5, 2014/06/30) */
Dear ***
Thank you for placing an order with usLast week, our dramatic price drop on the PayPal Here card readers caused a surge in demand far greater than the units we had availableOur website allows customers to order
out-of-stock items because we have strong relationships with many of the largest technology brands and can generally back-order itemsThe order confirmations we issue are meant to confirm that the order has been receivedCustomers then receive a shipment confirmation when the product ships from our warehouse
Unfortunately, your order was placed after the units offered were sold (as well as the rest of our inventory of this product) and, as a result, we will be canceling your orderPlease note that neither your credit card nor account has been charged for this purchaseWe apologize for any inconvenience this may have caused
If you have any questions, please email our Customer Relations team or call us at ***
Thank you again for your patience
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is advertising
Final Business Response /* (4000, 11, 2014/07/23) */
Hello ***
We are unable to honor the price for the units ordered
Pricing Information; Availability Disclaimer
Seller reserves the right to make adjustments to pricing, Products and Service offerings for reasons including, but not limited to, changing market conditions, Product discontinuation, Product unavailability, manufacturer price changes, supplier price changes and errors in advertisementsAll orders are subject to Product availability and the availability of Personnel to perform the ServicesTherefore, Seller cannot guarantee that it will be able to fulfill Customer's ordersIf Services are being performed on a time and materials basis, any estimates provided by Seller are for planning purposes only
We are sorry for any inconvience
***

Initial Business Response /* (1000, 5, 2014/08/18) */
Hello ***
My name is *** with CDW Customer RelationsI apologize for the inconvenience you have been experiencing with having the licensing registered correctlyI have done some research and have found that there is already a
case opened for this issue with our Customer Relations Team (Case ***) We have been in contact with ***, and are currently awaiting notification from them that the registration has been updatedWe should hear back from them within 24-hours
If you would like an update sooner, you can reach our Customer Relations Team at ***
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still need someone to get on the same page with ***Spoke with *** at CDW yesterdayHe said *** simply needs to add IPS to our SmartNetOn phone with *** now and they are still clueless
Final Business Response /* (4000, 9, 2014/08/20) */
Hello ***
We are currently working with ***We are doing our best to get them to update the informationUnfortunately, *** can take some time to get the request finishedWe are definitely working on this for you

Good afternoon ***Thank you for bringing this issue to our attention, and I sincerely apologize for any inconvenience this has caused. Although the website does list this as a product that ships the same day, this item is sent via email by *** directly. It takes anywhere
from 3-business days to be received. We apologize that the information listed on the website concerning the shipping of this product was misleading, and I am working closely with our E-Commerce team to get this corrected as soon as possible. At this time, there is a return authorization in our system currently pending approval with *** as of 11/22/16. Due to the type of product, this approval process can take anywhere from 5-business days after the request has been entered. I have requested an escalation on this matter. Once approved, the credit card used to make the purchase will be refunded in full. Again, I am sorry for any inconvenience this has caused. Please feel free to contact us directly at [email protected] with any further questions or to check the status of your return request.Kind Regards,
*** *** Quality Analyst-Customer Relations | CDW
Phone: 847.*** | Fax: 847.*** |

Terrible customer service!! They have all the parts you could need but don't count on a timely reply for pricing!! Reps know nothing about the products they sell, and take forever (if they ever) to call back I recently purchased a product that is not working properly and a month and a half in and I still haven't gotten a resolution

Initial Business Response /* (1000, 5, 2015/05/27) */
Good Afternoon ***,
My name is *** I am with CDW's Customer Relations departmentWe regret learning of the inconvenience you have experienced with your order
An apology is no substitute for good service, but I want to offer one
on behalf of CDWWe appreciate you reporting this matter to usIt helps to know the kinds of difficulties our customers have so we can work towards improvements
At this time, we would like to inform you that we have received approval from the management team to have the labels ship out to you for the same price you originally paidYou will receive a call from one of our sales representative shortly to finalize this order
CDW appreciates you bringing this issue to our attention and giving us the opportunity to resolve the problem
Once again, we apologize for the inconvenience and if you have any further questions or concerns, please feel free to contact me directly at the below contact information
Thank you,
*** ***
Quality Analyst, Customer Relations CDW
Phone: Fax:
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full filled order as stated on their website

Hi Michael,
I apologize for the delay as I was following up with our Accounting Department to cross check what credit memos and what amounts were processed with *** *** I have been informed of the following:
"CDW began issuing credits for the orders and returns beginning on 1/22/ *** *** has record of receiving each one of the below on the same day they were processed:
CR # BXT7250 2/03/for (inv BWC6455 1/27/2016)
CR # BVG7034 1/22/for (inv *** 1/14/2016)
CR # BXT7246 2/03/ for (inv BVX7728 1/27/2016)
CR # BZL0761 2/05/ for (inv *** 1/14/2016)
CR # BXT6888 2/03/for (inv *** 1/19/2016)
CR # CFH4587 2/24/for (inv BSW5910 1/18/2016)"
The total of the above credits is the amount charged across all of the invoices: $ If *** *** has still not processed the above credits, it may be advisable to reach out to the credit card company to ascertain what the delay in processing may be caused by
Again, I apologize for the inconvenience and frustration this situation has caused
If you have any further questions or concerns, please do not hesitate to reach out to usThanks,
Michael
Quality Analyst

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted],
My name is [redacted] and I work in Customer Relations at CDW. I'm very sorry about the problems with your orders...

and will be working with my supervisor to review these orders and work towards a resolution. Once I have some additional information, I will be in touch with you directly. If you have any questions or need additional assistance in the meantime, feel free to reach out to me [redacted]@cdw.com.
I sincerely apologize for any frustration or inconvenience that this has caused and hope to have a resolution for you shortly.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response states someone will be in touch with me and I have not heard anything. More of the same non-communication I've come to expect from CDW.
Final Consumer Response /* (2000, 17, 2015/08/13) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Credits were issued. Still didn't change my account manager, but we won't be doing business with CDW in the future, so it's not that big of a deal.

Hello [redacted],
My name is [redacted] and I'm part of the Quality Team at CDW. I'm sorry to hear about the misunderstanding...

regarding the shipping options and the problems you had with your request for a refund. To clarify; if next day shipping was chosen, then the package would deliver the day after it is shipped out, not the day after the order is placed. Once the order has completed processing and is provided to the courier; a confirmation email is sent to advise you that your package is on its way and provide the tracking information. With that said, in the interest of customer satisfaction, we had entered a freight adjustment to credit you back for the shipping charges. I am showing the freight was credited in the amount of $25.99 and posted to your account on 6/3. Please check your credit card statement or reach out to your credit card company regarding the credit posted to your account. I have sent you a copy of the credit in a separate email, for your records. This has been sent to: [redacted]@pio.carrollu.edu. Again, I sincerely apologize for the frustrations and inconveniences you have experienced with this order. Please feel free to contact me directly at: [redacted]@cdw.com and [redacted].
Tell us why here...

Initial Business Response /* (1000, 8, 2014/06/23) */
Dear [redacted]
Thank you for placing an order with us. Last week, our dramatic price drop on the PayPal Here card readers caused a surge in demand far greater than the 200 units we had available. Our website allows customers to order...

out-of-stock items because we have strong relationships with many of the largest technology brands and can generally back-order items. The order confirmations we issue are meant to confirm that the order has been received. Customers then receive a shipment confirmation when the product ships from our warehouse.
Unfortunately, your order was placed after the 200 units offered were sold (as well as the rest of our inventory of this product) and, as a result, we will be canceling your order. Please note that neither your credit card nor account has been charged for this purchase. We apologize for any inconvenience this may have caused.
If you have any questions or concerns please feel free to contact me direct at
[redacted]
[redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no excuse for ignoring a customer.

Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: Melissa [redacted] CR QA
Contact Phone: [redacted]
Contact Email: [redacted]
Hi Robert,
Thank you for contacting us about your order. My name is Melissa and I work in Customer Relations at CDW. I'm...

sorry to hear that you have not received your order and did not receive a satisfactory response to your inquiries. I see that your order was shipped via UPS on tracking number [redacted]. Based on the tracking information, it appears that UPS attempted to deliver the package three times, but was not successful. At this time, it appears that the package is going to be returned to CDW. We can either issue a replacement shipment for you, or process a credit once the item has been returned to us. Please contact us at [email protected] and let us know how you would like to proceed.
I look forward to your response. Please let me know if I can be of additional assistance.
Kind regards,
Melissa [redacted]

[redacted] Good morning, [redacted],
face="Calibri" size="3"> 
Based upon your statement to the Revdex.com, we have researched your situation and I must first apologize for the confusion and difficulties you experienced with both your purchase and your return request for CDW Order GX[redacted] (invoice CP[redacted]). Your order was fulfilled by one of our vendors and returns in that situation can be quite restrictive – typically there is a strict 30 day return window.  When you first contacted us and were directed to contact Tech Support, we were very close to the end of that window.  By the time you seem to have reached back out to Mark, 5/20, we were well beyond that approval timeframe.  According to your complaint, you reached out to Mark two more times: 5/25 and 5/26. 
 
Mark entered a Return Merchandise Authorization (RMA) on 5/26 for processing and was forwarded to our vendor in the hopes that they would approve the return.  Typically, return requests to our vendors can take up to two weeks for their approval or denial to process.  It is our policy to inform our customers of this process and the probable delays that may result but, apparently, this notification was not performed.  Again, I am sorry for this breakdown in communication.
 
Unfortunately, our vendor recently denied the return due to the request being outside of the prescribed timeframe and we have since been attempting to internally approve the return request so that we may then coordinate pre-paid retrieval efforts.  I realize that this is a very frustrating situation for you and that communication regarding the status of your return request should have been much more open and frequent.  I will discuss the situation further with Mark so that we may not have this issue in the future.
 
That said, I am actively following up on the RMA and seeking immediate approval.  Once that is complete, I will process the RMA and send the appropriate return shipping information and labeling to you as soon as possible.  You will be receiving communications from both CDW and me directly (micgaff@[redacted]) at [redacted]@[redacted].com.
 
Again, I sincerely apologize for the exasperating and infuriating experience you suffered with this order and will do my best to ensure that the situation is rectified as soon as possible.
 
Thank you for your patience,
 
[redacted]
Customer Relations Quality Analyst

Thank you for contacting us regarding your refund.  We have issued a refund in the amount of $43.00 as requested.  It will be returned to the business account which the prepaid wire was received on CDW order [redacted] for freight charges incurred.  Please allow 14 days for the refund...

to be processed and put into the account.  We sincerely apologize for any inconvenience.  Please feel free to contact me directly with any further questions or concerns regarding this inquiry.Thank you,
[redacted]
Ph: ###-###-####
amy[redacted]@cdw.com

This Company is horrible. I purchased a product from them based on my sons school requirement and did not receive it overnight as requested. The original shipping charges was raised and I received it 4 business days later, this was after speaking with the acct manager the day I placed the order. I called 4 times trying to get it corrected and was advised 1-no one was available to help me even though the company was open, 2-I will work with the acct mgr to fix it and get a new one shipped out with same day service, #3-The acct Mrg are not here and I can't help you. I asked to talk to a manager and was told no one was there. I then requested a full refund and he dumped my call back into the queue for the next representative. Total unacceptable company. I will never order from them and I am notify the school.

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.