Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11680781, and find that this resolution is satisfactory to me Sincerely, Thomas [redacted]
Complaint: [redacted] I am rejecting this response because: I expect a refund immediatelyI don't expect to wait for a refund due to your miss handling and condition of your productThe refund needs to come prior to picking up the itemsThe items need to be repackage by the company as we do not have the original packing materialThis is all your doing and you need to make it right by me the consumer Sincerely, Paul [redacted]
Dear Mr***, Thank you for contacting us about order # [redacted] We received your order on January 10th for MSI graphics cards and obtained a pre-authorization approval for $on your [redacted] ending in [redacted] that same dayShortly after the card was authorized, your order was cancelled, as our credit team was not able to verify and approve the order to ship Once an order has been cancelled, we release the pre-authorization hold and it is up to your bank to drop the hold from your accountWhile it can take up to business days for this hold to be removed, it is unusual for it to take quite this longYour best option is to contact your bank and ask them the best course of action to have the hold removed from your accountSometimes, the act of calling the bank and letting them know that your order was cancelled is enough reason for them to release the holdHowever, if the bank requires that the merchant contact them to cancel the hold, please provide us with the following information and we will have our credit team fax a letter directly to the bank: Cardholder name on account: Cardholder billing address on account: Toll free number from the back of the credit card: CVV number from the back of the card: I sincerely apologize for any inconvenience that this has causedIf, after speaking with your bank, you need for us to intervene, please email me with the information requested above and we will do our best to help resolve the issueIf I can be of any additional assistance, please let me know Kind regards, Melissa [redacted] CDWCustomer Relations Quality Analyst Phone: [redacted] e-mail: [redacted] @cdw.com
Initial Business Response / [redacted] (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 [redacted] Quality Analyst, Customer Relations CDW Phone: [redacted] Fax: Initial Consumer Rebuttal / [redacted] (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 [redacted] 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, [redacted] , 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 / [redacted] (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 [redacted] 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 / [redacted] (4000, 24, 2015/10/28) */ Contact Name and Title: Amy ***, Quality Analys Contact Phone: [redacted] 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, [redacted] 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 [redacted] Quality Analyst-Customer Relations CDW Phone: [redacted] Fax:
I disagree with MrN [redacted] 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 [redacted] 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, [redacted]
[redacted] Good morning, ***, 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***)Your order was fulfilled by one of our vendors and returns in that situation can be quite restrictive – typically there is a strict 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/and 5/ Mark entered a Return Merchandise Authorization (RMA) on 5/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 communicationUnfortunately, 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 futureThat 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] @***.comAgain, 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 possibleThank you for your patience, [redacted] Customer Relations Quality Analyst
I disagree with MrN [redacted] 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 [redacted] 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,? [redacted]
Good afternoon David,I’m writing in regards to your Revdex.com complaint for your Acronis order #JBVP I have received your complaint with the Revdex.com Please 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 In reviewing the documentation surrounding this order, it shows that a demo and trial was offered in the beginning of the initial sale, due to the strict return policy that Acronis hasIt shows that this demo and trial was denied and you wanted to just pursue the sale After the order was processed, our Sales Team worked with Acronis for the return materials authorization, which was denied by Acronis The only way to gain an exception from Acronis is if there is an offsetting replacement order Since a replacement order wasn’t feasible, Acronis denied the return and credit 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 us.Regards,Jenny ***eriQuality Analyst-Customer Relations | CDWPhone: 847-371- | e-mail: jenn***@cdw.com
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 [redacted] I have been informed of the following: "CDW began issuing credits for the orders and returns beginning on 1/22/ [redacted] has record of receiving each one of the below on the same day they were processed:CR # BXT 2/03/for (inv BWC 1/27/2016)CR # BVG 1/22/for (inv [redacted] 1/14/2016)CR # BXT 2/03/ for (inv BVX 1/27/2016)CR # BZL 2/05/ for (inv [redacted] 1/14/2016)CR # BXT 2/03/for (inv [redacted] 1/19/2016)CR # CFH 2/24/for (inv BSW 1/18/2016)" The total of the above credits is the amount charged across all of the invoices: $ If [redacted] 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 us.Thanks,MichaelQuality Analyst
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, providing the refund in provided within the next daysIf there is no refund, then I consider the issue still open Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
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/ 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 [redacted] Quality Analyst-Customer Relations | CDW
Initial Business Response / [redacted] (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 CDWI'm very sorry about the problems with your orders and will be working with my supervisor to review these orders and work towards a resolutionOnce I have some additional information, I will be in touch with you directlyIf 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 / [redacted] (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 anythingMore of the same non-communication I've come to expect from CDW Final Consumer Response / [redacted] (2000, 17, 2015/08/13) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Credits were issuedStill 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
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 ***
I apologize that the... response through blank. We were having issues with the BBB system.Good morning and thank you for your inquiry regarding your order GQWT041. We sincerely apologize that your order was canceled. When verifying credit card orders, CDW uses directory assistant to verify the ship to address on the order as well as communicate with the credit card companies regarding the billing address. The billing address matched the address on file with the credit card company, however, we were unable to verify the information provided for the ship-to address on the order. At this time, our credit department has required that all future order be paid via wire transfer, and further credit card orders via this address/account cannot be released without prepayment. I sincerely understand your frustration with this situation; however, these practices are put into place to protect CDW and our customers. If you would like to prepay the order via wire transfer, please email me directly at [email protected]. I can provide you with the prepay wire transfer information to get this as well as future orders processed as soon as possible.Kind Regards, [redacted] ***Quality AnalystCDW-Customer Relations [redacted]
Dear Mr. [redacted] , CDW sincerely apologizes for the error on our website regarding the item ordered. The part number that you are ordering for $29.99 is Mfg. Part: [redacted] -B21 which is an HP adapter kit compatible with the [redacted] ***. We regret that the description of the item... on our website is incorrect; however, the part number being ordered is listed correctly. To properly order the [redacted] ***, item [redacted] would need to be purchased. This is manufacturer item [redacted] per the [redacted] website. CDW makes every effort to display accurate descriptions on our website. In this case, unfortunately, the description of the item was incorrect. We thank you for bring this error to our attention. This has been fixed internally, and it will be displayed accurately on our website as of 10/5. While we make every attempt to display accurate descriptions and pictures on our website, regrettably, errors can happen. Our terms and conditions of sale do protect us against these types of errors. For your convenience, I have quoted the terms of sale below: “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 advertisements. All orders are subject to Product availability and the availability of Personnel to perform the Services. Therefore, Seller cannot guarantee that it will be able to fulfill Customer’s orders. If Services are being performed on a time and materials basis, any estimates provided by Seller are for planning purposes only.” You can find the complete terms and conditions on our website at the below link. https://www.cdw.com/content/cdw/en/terms-conditions/sales-and-service-projects.h...⇄ While CDW both acknowledges, and apologizes for, the error and any inconvenience this has caused, we will not be able to send item [redacted] at no charge. This item can be sold to you for $4858.99 as advertised on our website. If you are interested in placing an order for this part, or finding an alternate product within your price range, please contact our sales department at ###-###-####. At this time, all pending return authorizations have been processed and you are welcome to keep or donate the product that you purchased without requirement of a further return. A refund in the full amount of the purchase, $52.91 will be issued to the original form of payment within 7-10 business days. Sincerely, Amy M. [redacted] Customer Relations Quality Analyst
Hi ***, I apologize for the confusion. Your case ( [redacted] ) was actually completed on 6/17 and we have been processing the resolution since that time. Due to complications with our vendor (supplier) and their carrier of choice, we were forced to go through complicated... discussions to rectify your missing merchandise which unfortunately was a time-consuming process. As you have requested a Credit for the order, we have just entered the credit and it is currently being approved and processed. Once completed, your account will be credited – typically a process that can take up to 48 hours – and the amount forwarded to your credit card company as this was the method of payment you chose. Depending on your financial institution, the credit may take up to 30 days to be applied to your account. Unfortunately CDW has no control nor input as to the processing time of your credit card company. I will follow up with your account in the next few days and will inform you once we have completed processing of your credit by email at [redacted] @comcast.net. Thank you and have a great day, [redacted] CDW Customer Relations Quality Analyst
Good afternoon, Michael, Based upon your statement to the Revdex.com, we have researched your situation You represent [redacted] , LLC (CDW Acct: [redacted] ) and multiple orders, invoices and ***s are associated with your complaint and are explained belowOn 1/14, order number [redacted] was placed and the order was shipped out under two invoices as follows: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BVG7034) of $17.28, issued on 1/ Invoice [redacted] – Qty EDC - [redacted] entered against the merchandise and [redacted] call tag [redacted] was issued for the prepaid return of this unit To date, there is no movement on this return tracking and our warehouse has no record of receiving anything If you returned this merchandise using a tracking number of your own, please provide that number so that we may research its statusAlso on 1/14, order number GSNRwas placed and that order, too, was sent out under two invoices: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BZL0761) of $75.68, issued on 2/ Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT6888) of $17.32, issued on 2/On 1/18, order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7246) of $17.28, issued on 2/On 1/27, a final order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7250) of $35.90, issued on 2/ I apologize for any confusion that our Account Manager may have caused by stating that you would receive a full refund of all your money To date, you have been refunded a total of $ CDW does not typically refund shipping costs when ***s are issued but, in light of your dissatisfaction highlighted here, I have issued further credits for the freight costs on the invoices in which freight costs were incurred You will receive refunds for the freight of: $3.96, $7.69, $2.45, and $(to coincide with invoices [redacted] , [redacted] , [redacted] , and [redacted] respectively) for an additional refund total of $ Freight was not charged for invoice [redacted] and as invoice [redacted] has yet to be returned, a refund for that freight would not apply All credits have been sent to [redacted] for processing Credit Card refunds can typically take up to 4-weeks to appear on your credit card statement As the credits were issued early February, they should be applied on your next billing cycle Unfortunately, CDW is not involved with the processing time that credit card companies can require, but we do apologize for the delay Please consider following up with your credit card company for further assistance All copies of invoices and credit memos have been attached Again, please note that the merchandise for invoice [redacted] ( [redacted] 8446948, EDC - PLANTRONICS ENCORE PRO HWHEADSET) has not yet been returned and therefore a refund of the purchase price cannot be processed If you feel that this has been returned, please indicate the shipping info***tion used for the return for research purposes, as the shipping label issued by CDW to facilitate the return has yet to be used And finally, I am truly sorry that you suffered through such a difficult experience with CDW I hope that your questions have been answered and that you are now satisfied with our service Thank you for bringing this issue to our attention and have a great dayThank You,Michael - Quality Analyst
Good Morning Mr [redacted] , 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 directlySusie [redacted] Supervisor, Customer Relations Quality | CDW Phone: ###-###-#### | e-mail: [redacted] @cdw.com
Good Morning [redacted] , 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 successI 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 customersThe vendor we outsourced this to, [redacted] Distributing, is a reputable company that we use quite often to help us fill orders to ship to customers [redacted] 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 [redacted] 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, [redacted] Customer Relations Quality Analyst | CDW Phone: [redacted] [redacted] | Fax: [redacted] [redacted] |
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11680781, and find that this resolution is satisfactory to me Sincerely, Thomas [redacted]
Complaint: [redacted] I am rejecting this response because: I expect a refund immediatelyI don't expect to wait for a refund due to your miss handling and condition of your productThe refund needs to come prior to picking up the itemsThe items need to be repackage by the company as we do not have the original packing materialThis is all your doing and you need to make it right by me the consumer Sincerely, Paul [redacted]
Dear Mr***, Thank you for contacting us about order # [redacted] We received your order on January 10th for MSI graphics cards and obtained a pre-authorization approval for $on your [redacted] ending in [redacted] that same dayShortly after the card was authorized, your order was cancelled, as our credit team was not able to verify and approve the order to ship Once an order has been cancelled, we release the pre-authorization hold and it is up to your bank to drop the hold from your accountWhile it can take up to business days for this hold to be removed, it is unusual for it to take quite this longYour best option is to contact your bank and ask them the best course of action to have the hold removed from your accountSometimes, the act of calling the bank and letting them know that your order was cancelled is enough reason for them to release the holdHowever, if the bank requires that the merchant contact them to cancel the hold, please provide us with the following information and we will have our credit team fax a letter directly to the bank: Cardholder name on account: Cardholder billing address on account: Toll free number from the back of the credit card: CVV number from the back of the card: I sincerely apologize for any inconvenience that this has causedIf, after speaking with your bank, you need for us to intervene, please email me with the information requested above and we will do our best to help resolve the issueIf I can be of any additional assistance, please let me know Kind regards, Melissa [redacted] CDWCustomer Relations Quality Analyst Phone: [redacted] e-mail: [redacted] @cdw.com
Initial Business Response / [redacted] (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 [redacted] Quality Analyst, Customer Relations CDW Phone: [redacted] Fax: Initial Consumer Rebuttal / [redacted] (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 [redacted] 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, [redacted] , 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 / [redacted] (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 [redacted] 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 / [redacted] (4000, 24, 2015/10/28) */ Contact Name and Title: Amy ***, Quality Analys Contact Phone: [redacted] 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, [redacted] 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 [redacted] Quality Analyst-Customer Relations CDW Phone: [redacted] Fax:
I disagree with MrN [redacted] 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 [redacted] 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, [redacted]
[redacted] Good morning, ***, 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***)Your order was fulfilled by one of our vendors and returns in that situation can be quite restrictive – typically there is a strict 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/and 5/ Mark entered a Return Merchandise Authorization (RMA) on 5/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 communicationUnfortunately, 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 futureThat 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] @***.comAgain, 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 possibleThank you for your patience, [redacted] Customer Relations Quality Analyst
I disagree with MrN [redacted] 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 [redacted] 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,? [redacted]
Good afternoon David,I’m writing in regards to your Revdex.com complaint for your Acronis order #JBVP I have received your complaint with the Revdex.com Please 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 In reviewing the documentation surrounding this order, it shows that a demo and trial was offered in the beginning of the initial sale, due to the strict return policy that Acronis hasIt shows that this demo and trial was denied and you wanted to just pursue the sale After the order was processed, our Sales Team worked with Acronis for the return materials authorization, which was denied by Acronis The only way to gain an exception from Acronis is if there is an offsetting replacement order Since a replacement order wasn’t feasible, Acronis denied the return and credit 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 us.Regards,Jenny ***eriQuality Analyst-Customer Relations | CDWPhone: 847-371- | e-mail: jenn***@cdw.com
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 [redacted] I have been informed of the following: "CDW began issuing credits for the orders and returns beginning on 1/22/ [redacted] has record of receiving each one of the below on the same day they were processed:CR # BXT 2/03/for (inv BWC 1/27/2016)CR # BVG 1/22/for (inv [redacted] 1/14/2016)CR # BXT 2/03/ for (inv BVX 1/27/2016)CR # BZL 2/05/ for (inv [redacted] 1/14/2016)CR # BXT 2/03/for (inv [redacted] 1/19/2016)CR # CFH 2/24/for (inv BSW 1/18/2016)" The total of the above credits is the amount charged across all of the invoices: $ If [redacted] 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 us.Thanks,MichaelQuality Analyst
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, providing the refund in provided within the next daysIf there is no refund, then I consider the issue still open Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
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/ 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 [redacted] Quality Analyst-Customer Relations | CDW
Initial Business Response / [redacted] (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 CDWI'm very sorry about the problems with your orders and will be working with my supervisor to review these orders and work towards a resolutionOnce I have some additional information, I will be in touch with you directlyIf 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 / [redacted] (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 anythingMore of the same non-communication I've come to expect from CDW Final Consumer Response / [redacted] (2000, 17, 2015/08/13) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Credits were issuedStill 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
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 ***
I apologize that the... response through blank. We were having issues with the BBB system.Good morning and thank you for your inquiry regarding your order GQWT041. We sincerely apologize that your order was canceled. When verifying credit card orders, CDW uses directory assistant to verify the ship to address on the order as well as communicate with the credit card companies regarding the billing address. The billing address matched the address on file with the credit card company, however, we were unable to verify the information provided for the ship-to address on the order. At this time, our credit department has required that all future order be paid via wire transfer, and further credit card orders via this address/account cannot be released without prepayment. I sincerely understand your frustration with this situation; however, these practices are put into place to protect CDW and our customers. If you would like to prepay the order via wire transfer, please email me directly at [email protected]. I can provide you with the prepay wire transfer information to get this as well as future orders processed as soon as possible.Kind Regards, [redacted] ***Quality AnalystCDW-Customer Relations [redacted]
Dear Mr. [redacted] , CDW sincerely apologizes for the error on our website regarding the item ordered. The part number that you are ordering for $29.99 is Mfg. Part: [redacted] -B21 which is an HP adapter kit compatible with the [redacted] ***. We regret that the description of the item... on our website is incorrect; however, the part number being ordered is listed correctly. To properly order the [redacted] ***, item [redacted] would need to be purchased. This is manufacturer item [redacted] per the [redacted] website. CDW makes every effort to display accurate descriptions on our website. In this case, unfortunately, the description of the item was incorrect. We thank you for bring this error to our attention. This has been fixed internally, and it will be displayed accurately on our website as of 10/5. While we make every attempt to display accurate descriptions and pictures on our website, regrettably, errors can happen. Our terms and conditions of sale do protect us against these types of errors. For your convenience, I have quoted the terms of sale below: “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 advertisements. All orders are subject to Product availability and the availability of Personnel to perform the Services. Therefore, Seller cannot guarantee that it will be able to fulfill Customer’s orders. If Services are being performed on a time and materials basis, any estimates provided by Seller are for planning purposes only.” You can find the complete terms and conditions on our website at the below link. https://www.cdw.com/content/cdw/en/terms-conditions/sales-and-service-projects.h...⇄ While CDW both acknowledges, and apologizes for, the error and any inconvenience this has caused, we will not be able to send item [redacted] at no charge. This item can be sold to you for $4858.99 as advertised on our website. If you are interested in placing an order for this part, or finding an alternate product within your price range, please contact our sales department at ###-###-####. At this time, all pending return authorizations have been processed and you are welcome to keep or donate the product that you purchased without requirement of a further return. A refund in the full amount of the purchase, $52.91 will be issued to the original form of payment within 7-10 business days. Sincerely, Amy M. [redacted] Customer Relations Quality Analyst
Hi ***, I apologize for the confusion. Your case ( [redacted] ) was actually completed on 6/17 and we have been processing the resolution since that time. Due to complications with our vendor (supplier) and their carrier of choice, we were forced to go through complicated... discussions to rectify your missing merchandise which unfortunately was a time-consuming process. As you have requested a Credit for the order, we have just entered the credit and it is currently being approved and processed. Once completed, your account will be credited – typically a process that can take up to 48 hours – and the amount forwarded to your credit card company as this was the method of payment you chose. Depending on your financial institution, the credit may take up to 30 days to be applied to your account. Unfortunately CDW has no control nor input as to the processing time of your credit card company. I will follow up with your account in the next few days and will inform you once we have completed processing of your credit by email at [redacted] @comcast.net. Thank you and have a great day, [redacted] CDW Customer Relations Quality Analyst
Good afternoon, Michael, Based upon your statement to the Revdex.com, we have researched your situation You represent [redacted] , LLC (CDW Acct: [redacted] ) and multiple orders, invoices and ***s are associated with your complaint and are explained belowOn 1/14, order number [redacted] was placed and the order was shipped out under two invoices as follows: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BVG7034) of $17.28, issued on 1/ Invoice [redacted] – Qty EDC - [redacted] entered against the merchandise and [redacted] call tag [redacted] was issued for the prepaid return of this unit To date, there is no movement on this return tracking and our warehouse has no record of receiving anything If you returned this merchandise using a tracking number of your own, please provide that number so that we may research its statusAlso on 1/14, order number GSNRwas placed and that order, too, was sent out under two invoices: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BZL0761) of $75.68, issued on 2/ Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT6888) of $17.32, issued on 2/On 1/18, order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7246) of $17.28, issued on 2/On 1/27, a final order [redacted] was placed for one item: Invoice [redacted] – Qty EDC - returned on [redacted] for a credit (memo BXT7250) of $35.90, issued on 2/ I apologize for any confusion that our Account Manager may have caused by stating that you would receive a full refund of all your money To date, you have been refunded a total of $ CDW does not typically refund shipping costs when ***s are issued but, in light of your dissatisfaction highlighted here, I have issued further credits for the freight costs on the invoices in which freight costs were incurred You will receive refunds for the freight of: $3.96, $7.69, $2.45, and $(to coincide with invoices [redacted] , [redacted] , [redacted] , and [redacted] respectively) for an additional refund total of $ Freight was not charged for invoice [redacted] and as invoice [redacted] has yet to be returned, a refund for that freight would not apply All credits have been sent to [redacted] for processing Credit Card refunds can typically take up to 4-weeks to appear on your credit card statement As the credits were issued early February, they should be applied on your next billing cycle Unfortunately, CDW is not involved with the processing time that credit card companies can require, but we do apologize for the delay Please consider following up with your credit card company for further assistance All copies of invoices and credit memos have been attached Again, please note that the merchandise for invoice [redacted] ( [redacted] 8446948, EDC - PLANTRONICS ENCORE PRO HWHEADSET) has not yet been returned and therefore a refund of the purchase price cannot be processed If you feel that this has been returned, please indicate the shipping info***tion used for the return for research purposes, as the shipping label issued by CDW to facilitate the return has yet to be used And finally, I am truly sorry that you suffered through such a difficult experience with CDW I hope that your questions have been answered and that you are now satisfied with our service Thank you for bringing this issue to our attention and have a great dayThank You,Michael - Quality Analyst
Good Morning Mr [redacted] , 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 directlySusie [redacted] Supervisor, Customer Relations Quality | CDW Phone: ###-###-#### | e-mail: [redacted] @cdw.com
Good Morning [redacted] , 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 successI 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 customersThe vendor we outsourced this to, [redacted] Distributing, is a reputable company that we use quite often to help us fill orders to ship to customers [redacted] 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 [redacted] 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, [redacted] Customer Relations Quality Analyst | CDW Phone: [redacted] [redacted] | Fax: [redacted] [redacted] |