Jordan's Building Center, Inc.

Good Morning Mr***, The full credit has been issued back to you for this order. I have emailed both of these credit memos to you and attached them here to the complaint. They were issued back to the credit card on file for the original purchase. If you have any other questions/concerns, please reach out to me directly. Susie *** ***
Supervisor, Customer Relations Quality | CDW
Phone: ###-###-#### | e-mail: ***@cdw.com

Good morning Nathan,I deeply apologize about the frustration you have endured surrounding placing this order, and learning of the fulfillment of this orderThe order was set up as a prepay because it was a credit card order placed online that was shipping to another address that did not match the
credit card billing addressThis will flag our credit department to review, and if the value is high, like this order was, it will be need to be completed as a wire pre payI know this can be frustrating, but this is to ensure the security of our customers against fraudulent ordersOnce your order is received, it will fulfilled in the order it was receivedWe do not have access to where you are in line, however, the system does recognize where you are in place to fulfill your order before someone that placed an order after youAgain, I apologize that you had to make multiple calls to check on the status of your order, and were given different answersOrder status questions can sometimes be the most difficult questions to answer, as product availability can change daily in some scenariosThis product in particular is unique at this point as it is deemed to be in a worldwide shortage from information we had gathered from the manufacturer on 6/The last information that was communicated to you is correct, in that there is no clear date at this time to know when CDW will be receiving this productAgain, I am sorry for the miscommunication that was given the first few contacts you had with our company, and we look to serve you as best as we can in the futureIf you would like, I can cancel your order for you and offer a full refund, or we can keep the order as is and wait for it to fulfillThank you for taking the time, and please let me know if you need anything else.CDW Quality Assurance-Brad ***

In regards to complaint #*** The sales rep, Kevin ***, advised he was contacted yesterday by the customer and entered case number *** with our Support TeamThis case was escalated to tier technician who contacted the Mr*** in a triage effort to remediate the issueWe have
confirmation from Mr*** that the issue is now resolvedI have attached the email chain with the customer, showing his confirmation of the resolution.Kind Regards, Jaci *** Customer RelationsQuality Analyst | CDW

Complaint: ***
I am rejecting this response because: I have not yet received my refund from the company despite it being beyond their "Refund Policy" datesThe company is again trying to pass off as if they are attempting to fix my issue despite my issue remainingWhen I receive my refund in full for $credited to my Credit Card which was used to purchase the falsely advertised items, I will gladly accept the resolutionUntil that point, I would like this complaint to stay open as a measure to prevent the company from again using deceptive practices.
Sincerely,
Bradley ***

Good morning, ***, Upon further review of your Revdex.com case and the details surrounding order ***, I must first apologize for any confusion and any inconveniences you experienced throughout your ordeal. As you noted, you contacted us on 5/12.
Unfortunately, I do not know what you were informed of nor the full details of your request, so I’m not sure why you would have been instructed to contact the Salesperson that processed your web order. That said, from the notes that were included in the Return Merchandise Authorization (RMA) request, the Salesperson (***) received indication that the *** Support Agreement that you purchased was incorrect. Because of that information, the RMA (***) began processing. With orders for product such as this, we reach out to our vendor (often the manufacturer directly) and request that they fulfill the order. After processing the request, the order is then sent to the customer. When a return is requested, we must request approval from the vendor for that return before notification is sent to the customer. In cases where a license or support agreement is incorrect or insufficient, the entire order must be returned and a new replacement order entered. Additionally, the vendor approval process can take several weeks to be completed. Typically, this information should be provided to the customer upon the RMA’s initial entry. I am sorry that there was a breakdown in communication in this instance and the parties involved will be included in discussions to ensure that this does not occur again in the future That all said, the approval for your request which was entered on 5/was inexplicably delayed by our vendor for an additional weeks but, as of 6/13, we have been notified that the return was approved and that credit will be received shortly. Once we receive the credit we will then process a credit for your account. I will continue to monitor the RMA and will email you once it has been received and processed Now, I have read your final note in the Revdex.com case, “CDW should provide me with the product I ordered and paid forAs our provider for services, we need this product fulfilled, and not a refund.” and I realize that this is not the exact resolution you are looking for. Unfortunately, once the RMA was approved and the Support request cancelled/returned, we no longer have the option to reverse the cancellation and a credit will be applied; however, I have emailed the Account Manager and have requested that he reach out to you, immediately, in order to process an order for the correct merchandise and expedite the request with the vendor. Your Account Manager’s name is *** *** and he can be reached directly at 877-***-***. You can also reach out to his Supervisor, ***, at ***-***-***. *** is part of our Inbound Sales Team which means that anyone on that team would be able to assist in processing your order, as well. They may be reached at ***-***-***, option 3. Again, I have contacted *** and instructed him to reach out to you as soon as possibleI sincerely apologize for the inconveniences you experienced with this order but assure you that I will do what I can to reconcile it. If you need further assistance or have other concerns/questions, please feel free to contact me at ***@cdw.com and ***-***-*** Thank you, *** *** Customer Relations Quality Analyst Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11***, and find that this resolution is satisfactory to me
Sincerely,
Gary ***

I disagree with MrN*** almost 100%!! Some of the statements mad by him were correct, however, I don't agree with his time frame for returning the aides. I did return the first pair within the days from when I received them, not from the purchase date. However, on the second set which is the ones I am so in dispute about was after the days by a week. They will say 2, but the salesman, Joe was not in when I called and wouldn't be available for a week. However, based on what Joe said when we left with the second set that if they didn't work he'd take them back is another basis for my complaint. I totally resent MrN***'s remarks that I am trying to get out of paying *** *** for the credit they supplied at the time of purchase!! I will submit via fax my payment history with them and that I am current and have not missed a payment!! Sure I could use this $rather than having it sitting in a drawer not being of any use to me, but I am above that as my means of requesting a refund!!As for any further documentations, I have none. I have already submitted every single piece of paper pretending to this transaction. My true feelings in this matter are they sold me something I did not need! I am sure at my age I have lost some of my hearing, but not as much as they maintain that I need hearing aides. I hear the same with or without them!!I also believe that there was some advertising done in this matter and testing!!
Regards, *** ***

Good Morning ***, I am terribly sorry for the inconvenience caused by the issues with this orderThe sales rep on this order has notes that she contacted you to let you know this order was cancelledUnfortunately, this product was discontinued without a replacementIt appears the sales rep was not successful in contacting you to provide an update with the status of your order Unfortunately, we will no longer be selling this itemPlease be advised the order was not charged to your cardThe credit hold was released on 12/27, when the order was cancelled Due to the situation and events that happened regarding your recent order, I would like to offer free shipping on your next purchase with CDWTo redeem this offer, please call or email me directly with your new order number If there is anything else that we can do to try to make amends for the poor experience, please let me knowOr if you have suggestions that you feel could improve our processes, we would value your input I look forward to hearing from you Kind Regards, *** *** Customer Relations Quality Analyst | CDW Phone: ***.*** | Fax: ***.*** | Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Paul, I’m writing in regards to your Revdex.com complaint for your Xerox printer order #JBCGI’m very sorry to hear that the printer did not work, and that you did not receive a response to your inquiries with DrewThis is not the experience that we wish for you to have I
have issued RMAs for both the printer and the accessory items that were purchased on order #JBCGBecause the printer invoiced separately from the accessories, our system will generate two RMAsPlease let Lisa know to be on the lookout for two RMA Confirmation emails to arrive shortlyA freight carrier pickup will be requested for the printer, but we will dispatch UPS to pick up the feeder tray and cartLisa will be contacted via email to schedule an appointment for pickup of the printer, but UPS will begin making pickup attempts either Wednesday or ThursdayWe show that the products are all located at 1** * *** *** *** *** in BedfordIf this is not the correct location where we can schedule the pickups, please let me know as soon as possibleAll products should be repackaged in their original packaging and be ready for pickup beginning WednesdayYou will be refunded in full as the items are returned back to our warehouse I sincerely apologize for any frustration or inconvenience that this has causedIf you have further questions, or if I can be of any additional assistance, please let me know Kind regards, Melissa *** Customer Relations Quality Analyst ***@cdw.com Tell us why here

Good evening, FaudWe are very sorry for any delays in our reply. Unfortunately, the notification from the Revdex.com was not originally received when the complaint was processedTo clarify, when you originally placed your order, the item ordered was placed directly with a
preferred vendor prior to your cancellation request being received. While we do have a warehouse in Canada, many items available on the CDW Canada website are direct shipped items as very few items are stocked. At this time, we are showing a cancellation request was placed with the vendor, and your order has been confirmed cancelled as of 9/18. Your credit card should show no further holds due to the time that has passed since the order was cancelledIf you are still showing a hold as funds, please use this letter as a confirmation that your order 1BS6XLH has been cancelledOur CDW Canada hours of operation are 8am-7pm Eastern Time. We sincerely apologize that you were not able to find assistance during these hours of operation. The phone system should be transferred appropriately to get you assistance in locating a person in sales to assist you during those hoursAgain, we are sorry for the inconvenience as well as any frustration the delay in our reply has causedIf you have any further questions regarding this issue, please contact usThank you, Amy *** Quality Analyst-Customer Relations | CDW

Dear Robin, Thank you for contacting us about your orderI'm very sorry that your order was processed at a price other than what was originally quoted to youIn researching your order, it appears that your initial licensing orders were eligible for promotional pricing for which you no longer
qualifyI sincerely apologize that you were not contacted prior to us processing your order at this higher price, and that your inquiries to our sales team went unansweredA price adjustment has been entered to bring the cost down to your original quote, and a refund will be processed for the differenceUnfortunately, the credit card information from the original order is no longer accessible, so a check refund will be issued to youPlease email us at ***@cdw.com to provide us with the address where we can send your refund check.We appreciate your business and apologize for how your order was handled and any inconvenience that this may have causedIf you have further questions or concerns, or if I can be of any additional assistance, please let me know. Kind regards, Melissa ***CDW Customer Relations***@cdw.com

Good Morning ***, I have received your complaint with the Revdex.comPlease know that we are committed to improving our service and your feedback is very important to our success. I would first like to apologize for the frustration you experienced with this order I see our website shows
this item will ship in days, and the order shows this will ship out on 1/5; from our vendor’s warehouseI am terribly sorry that the website does not have the most up to date ETA for this productI have advised our e-commerce team to correct this error and see what we need to do to avoid similar errors in the futureI would like to clarify; this is not a 3rd party advertising on our websiteIf we do not have stock of an item, we engage an outside vendor to fill the order and ship it to our customers. The vendor we outsourced this to, *** Distributing, is a reputable company that we use quite often to help us fill orders to ship to customers*** has given an estimated ship date of 1/Once this order ships, you will receive a confirmation email with tracking informationI understand this does not help you, as this was intended as a Christmas giftI personally have just experienced a similar situationI ordered *** for my kids for Christmas, and they are on backorder as wellAs a parent, this can be frustrating and overwhelmingWhat I did is printed the picture of the item from our website and put at the top of the paper that your gift is on its wayI put this paper inside a shirt box, so my kids still had something to open Christmas morning, and they know what it is they will be gettingNow, I realize this is not a resolution to your issue/order with CDWI just wanted to personally share my experience in hopes that it may help in some wayIf you have further questions regarding this issue, please do not hesitate to reach out to me directlyAgain, I cannot apologize enough for the inconvenience you experienced while trying to resolve your situation. I hope that this experience has not soured you to working with us in the future Thank you for your input, time and patience, Kind Regards, *** *** Customer Relations Quality Analyst | CDW Phone: ***.*** | Fax: ***.*** |

Dear Mr***, Please accept our apologies for the inconvenience the refund delay has caused youDue to the order being purchased with multiple credit cards, the charges are processed at the time the order is placedWhen you account manager received the information that the product ETA
had been extended he cancelled the line as requested however the credits did not auto-populate because the multiple payment methodsA request for the refund to be processed manually was submitted and has been completed. The full refund for the cancelled product was processed on Friday November 3rd in the amount of $12,831.21.Susie *** *** Supervisor, Customer Relations Quality | CDW e-mail: ***@cdw.com

Complaint: ***
I am rejecting this response because: While I appreciate CDW's concern and apologetic nature, I'm still left without a *** U and really an explanation why the website appears misleadingI never saw anything about a back order, in fact, when I ordered the item it indicated availability and delivery by Dec 20/Now I'm being told it is on back order to the 5th of January - where was this information when I called on the 19th? The associate I spoke with had ZERO information to give me about the other vendor so I could contact them to try to figure out what was going onIf I would have been able to get this information on the 19th I might have been able to find another solutionI'm sorry you experienced a similar situation, but don't you feel duped as well? Don't you think something more than an apology should be done about it? The company I work for buys THOUSANDS of MS Windows licenses, based on my recommendation, from CDW every year as a part of our virtualized training platform
Sincerely,
*** ***

Hello ***,My name is *** and I'm part of the Quality Team at CDWI'm sorry to hear about the misunderstanding regarding the shipping options and the problems you had with your request for a refundTo 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 placedOnce 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 informationWith that said, in the interest of customer satisfaction, we had entered a freight adjustment to credit you back for the shipping chargesI am showing the freight was credited in the amount of $and posted to your account on 6/Please check your credit card statement or reach out to your credit card company regarding the credit posted to your accountI have sent you a copy of the credit in a separate email, for your recordsThis has been sent to: ***@pio.carrollu.eduAgain, I sincerely apologize for the frustrations and inconveniences you have experienced with this orderPlease feel free to contact me directly at: ***@cdw.com and ***Tell us why here

Hi Thomas, I have reached out to the vendor regarding this, and they have corrected the license issueThe correct is belowPlease let me know if you have any more issuesI deeply apologize for the time on this *** Regards, Brad ***Quality
Analyst, Customer Relations | CDWPhone: 920.996.3069 | Fax:

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:

Good afternoon, *** I have received your complaint with the Revdex.comPlease know that we are committed to improving our service and your feedback is very important to our success. I would first like to apologize for the frustration you experienced with this
return I was able to locate your return in our system and we show this was approved under RMA and a shipping label was emailed to goods@***.net on 2/The product has been received as of 2/24, and a credit will be issued back to the original method of payment within 3-weeksAgain, I am very sorry this issue took so much time to be resolved to your satisfaction. Please let me know if you need any further questions regarding this issue Thank you- Amy *** Quality Analyst-Customer Relations | CDW Phone: | Fax: |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Fuad ***