Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2024, **************** Received an 86" ************** with a cracked screen from CDW of Canada located at *********************. ************* CA for our new office at **********************************************************. The Account Manager at that facility that we had been working with is ****** **. We have been trying to return this TV to CDW since November for a refund. Because this was for the opening of a new office we had to order a new TV to get it as soon as possible. Returning this TV has been a nightmare and CDW is offering no assistance though we have reached out multiple times. We are unable to get *** to pick it up due to the size and CDW will not come and get the TV. We need CDW to pick this up and refund our money since they delivered it with a cracked screen. ***** purchases a lot of IT Equipment from CDW, but have had no help with this issue. We have exhausted efforts to reach out the local CDW from whom the TV was purchased or our own account manager for our global account. I am hoping that CDW Corp will look into this for us and instruct their local store to do the right thing and resolve this issue.

  

  Business response

  02/12/2025

  Hello ****,
  
  Thank you for your feedback.  Please know that we are committed to improving our service and your feedback is very important to our success. I must first apologize for the dissatisfaction with our service you experienced.  We understand that when you make a purchase you expect to receive your product in good condition and be able to make a timely return should there be any issues.
  
  I am in the **, so I do not have as much visibility for our Canada accounts, but please know that I am working with our Canada team to request an update on the pickup. I have provided them with your contact information and requested that they follow up with you directly regarding the pickup status. If you do not receive an update within 48 hours, please let me know and I will follow back up with our Canada team.
  
  Thank you again for your feedback. Please let me know if there is additional information you feel I should be aware of or if there is something else, I can do to help you further.
  
  Thank you,
  ****** ********
  Customer Relations Quality Analyst | **********************
  

  Customer response

  02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response to look into this for us is encouraging. Total resolution will not come however until the local CDW store in ******* either refunds our costs or makes arrangements to pick up the broken Flat Screen.  I am hopeful that the **************** can influence a resolution with their Toronto representative.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive reached out to CDW customer support 3 times and both times and my direct customer service sales representative 5 times with no response or resolution. (ORDER#1CDVKSK) On 5/2/24 I order a ***** Meraki license key for an access point and a router. My credit card declined the transaction and I received an automated email from CDW to resubmit the order. (ORDER# 1CDVGT5) On 5/3/24 I resubmitted the order using a separate credit card and the order processed. On 5/6 CDWs system automatically reattempted to charge my card for the initial order 1CDVKSK and the charge went through. Despite the fact that the system specifically instructed us to resubmit the order, it processed both orders at no fault of ours. We didnt realize this until a few months later when closing out our books. I reached out to CDW customer service on 8/29/24 to initiate the refund for order 1CDKSK because we never received an activation code for this order (it was never fulfilled). The return was declined due to the return window closing. The very upsetting part is that I was never contacted to tell me this. The claim was closed quietly with no notification, email, or phone call. I request a refund in full for the order that was never shipped or processed to me.

  

  Business response

  01/07/2025

  Hello ****,

  Thank you for your feedback.  Please know that we are committed to improving our service and your feedback is very important to our success. After reviewing your comment, I must first apologize for the inconveniences that you experienced while trying to return the product and get additional information.  We understand that when you make a request to return you expect to have a clear communication regarding the process. After researching your order, I see that these purchases were made 5/2/24 and 5/3/2024 and invoiced on 5/7/24 and 5/9/24. CDW has a strict return policy and there was no request to have this return created until 9/9/24.  I have included the link to review our return policy ******************************************************************************************************************************************. Please feel free to copy and paste the link into your web browser and it will take you directly to a copy of the CDW Global Return Policy.
  
  Again, I cant apologize enough for the inconvenience this has caused. Please let me know if there is additional information you feel I should be aware of or if there is something else I can do to help you further.
  
  Thank you again for your feedback.

  Customer response

  01/08/2025

   
  Complaint: 22772960
  
  I am rejecting this response because: I never received the order. How can you bill me for the order 2 times but I only received 1 order. That is by definition stealing. So if you will not refund my order then at an absolute minimum you need to fulfil the second order.
  
  Sincerely,
  
  **** *******

  

  Business response

  01/10/2025

  Hello ****,

  I have attached a copy of the licenses here to this email reply. These were also sent directly from our supplier yesterday 1/9/24 to both email addresses which would be ************************************** and your email that was attached here ***************************************.

  Please let me know if you have any questions.

  Thank you,

• Initial Complaint

  01/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/12/2024 I placed a order for a VR (VIRTUAL REALITY) Headset. On the date I received the item I noticed it was damaged due to *** not being careful with the package, so when the item arrived to my house I refused the package due to the damage. I then contacted CDW a few weeks later asking for my refund and they said they were going to open a case and get to the bottom of this and get me my refund. So a couple weeks later I contacted them again asking about my refund and the customer agent put me on hold and then the line got disconnected, so I called back once again and the same thing happened got placed on hood and got disconnected so at then I just gave up. Now to this date I still haven't received any update in my email about my case nor have received a refund. They have my package back in there hands and I no longer have my item I purchased. I found out about BBB through a friend and just thought why not just file a complaint and see what happens.

  

  Business response

  01/02/2025

  Hello,

  Thank you for bringing this to our attention.  I have reviewed the Complaint and researched it on CDW's end. I see Case #: ******** is open and actively being worked without a resolution as of yet.  I will keep this case on my radar to review to make sure we are able to move this case towards resolution.

  I can continue to send updates through the portal or can be reached directly at *************************************** for updates.

  Please advise on how you would like me to proceed.

  Thank you,

  ***** ******

   

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed an order for a rack cabinet & 2 SSD readers for a total of $2005.67. On the 8th, we received the rack, and a box with 12 soft side laptop cases and 2 cords. I called them immediately and was told a shipping label for the incorrect items would be sent to me. I placed another order for the missing SSD readers and was told when the incorrect items were picked up, a refund would be issued. I've called/emailed more than 13 times since trying to resolve. I've had to send pictures of the items. I sent them and had to take them out of the box and resend those pictures as well as pictures of the box itself. The packing slip in the box shows SSD cards that were ordered. I sent a copy of their own return policy showing NOTHING like this is required, with no results. I'm now getting the excuse I need to give them the part numbers of the shipped items. The ones I did not order. I am not going to search for this information, give them incorrect information then be on the hook for some other excuse. I keep being told after one excuse after another "this is the reason for the hold up on the return". I'm fed up with being nice and trying to get these cases WE DID NOT ORDER returned as good faith. Mistakes happen. ************************ says we do not HAVE to return these unordered items. You see a 2nd order for the same item was placed the day of the delivery. I've attached all the orders, packing labels, pictures of items and have all the emails showing the "this is the reason for the hold up" excuses ready to go as ******* this point, I want the $957.62 the cost of the 2 SSD cards, tax and shipping refunded. Now. The items you sent in error will be donated Christmas gifts to employees compliments of CDW. 

  

  Business response

  12/06/2024

  Reaching out to customer directly to help resolve issue.

  Customer response

  12/10/2024

   
  Complaint: 22581260
  
  I am rejecting this response because: They keep asking me for part numbers for the incorrectly sent items. The same items I've sent countless pictures of. They also requested pictures of the box they came in. I had to unpack all the laptop cases for them to take pictures of them as well. I found the packing slip in there and it had the order information I actually ordered, but not the actual contents of the box. I do not appreciate the hoops they continue to put us through.
  
  Sincerely,
  
  **** ******

  

  Business response

  12/12/2024

  Hello ****,

  
  I apolgoize that you were sent the incorrect product. I can see that on 11/13/2024 you called CDW and we asked you for pictures of the product that you received incorrectly.I appreciate you attaching the pictures here to this complaint. The last thing that I need is the *** code/sku that is on one of the cords and bags.CDW received a lost chargeback on 11/22/2024 from your bank. After we have the last bit of information being requested, we can finish submitting the return and can issue a credit. The bank will need to reverse the chargeback that was submitted.

  Thank you,
  CDW Customer Relations

  Customer response

  12/16/2024

   
  Complaint: 22581260
  
  I am rejecting this response because: I have no information about the parts your company mistakenly sent us, as previously addressed repeatedly. I also advised I opened a dispute with our credit card company to get our money back due to the run around CDW continued to give us. I have no intention of reversing that dispute based on the continued run around you are still giving us.

  Additionally I advised I will no longer jump through hoops to help you get your items back. I've done more than I should at this point. Repeatedly. Each time I do as requested, a "new" thing is needed, just like in this response and the others in this particular complaint. None of the many hoops I've jumped thru to date are in your return policy--which I also supplied to you. 

  If you want your items back (I've also repeatedly told you I prefer you take them back they are taking up room in my warehouse), send me the shipping label so I can return them, they are still in the box as they were originally sent. This is no longer my problem.
  
  Sincerely,
  
  **** ******

  

  Business response

  12/16/2024

  Hello ****,

  I truly am sorry for the all the trouble and hoops you have needed to jump through. I can work on getting these back to CDW but we will not be able to issue a credit since the chargeback was created and you sought out credit from your your credit card/bank. If CDW issues a credit, it would result in a double credit. Please confirm if these units are still sitting at the same shipping address that we originally have and that they have not been moved. 

  Thank you,

  CDW Customer Relations

  Customer response

  12/16/2024

   
  Complaint: 22581260
  
  I am rejecting this response because: I would not expect a double credit. Just what was due back that I had to take care of myself. Again, the case covers and cords are sitting in my warehouse at the delivered address in the same box they arrived in. You will need to let me know when these are being picked up so they are brought back out of storage. This needs to be a solid date.
  
  Sincerely,
  
  **** ******

  

  Business response

  01/07/2025

  Good Morning ****,

  I hope you enjoyed your holidays! Can you please provide me with your email address so I can send you prepaid labels? Also, please confirm how many labels you need.

  Kindest Regards,

  CDW Customer Relations

  Customer response

  01/07/2025

   
  Complaint: 22581260
  
  I am rejecting this response because: until this is resolved to completion I will not accept this.The box has been here for months. My company has been put through the ringer trying to get your error corrected. It's beyond words.

  Everything is in the same box originally sent in. You will need to prepay it accordingly.
  
  Sincerely,
  
  **** ******

  

  Business response

  01/09/2025

  Hello ****,

  I hope your week is going well. I will send you the prepaid labels. I just need to know the best email address and the amount of boxes. 

  Kind Regards,

  CDW Customer Relations

  Customer response

  01/10/2025

   
  Complaint: 22581260
  
  I am rejecting this response because: They have my email address. It is the only one they have---I've also told them the # of boxes. Repeatedly. ******************** 1 box. The same box these were sent it. Simply look up the order and you will have ALL the information there.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for toner from CDW. It was not a special order item, it was listed on the website as in stock. Two weeks later, I realized I had not received the toner and contacted them. The customer service team had no idea I had not received the item and had to "research". They found that the item was being drop shipped, apparently unreliably and they stated they would issue me a refund. It's over two weeks since that conversation and still no toner, no refund. It should be illegal for companies to hold refunds this long. It's an embarrassing precedent. I am demanding a refund from this company. I also noticed that there is a very low Trustpilot rating for this company and I wish I'd checked there before ordering.

  

  Business response

  09/24/2024

  Dear *****,

  
  Thank you for reaching out regarding your recent order for toner. We apologize for the inconvenience and frustration this situation has caused.
  We have processed a credit for your order, and it is set to be refunded to your original form of payment on September 27th. Please note that CDW does not refund shipping costs, only the tax and the total refund amount will be $50.15.
  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Best regards,

  CDW Customer Service

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction: 08/30/2024 Amount: $31.96 Items: 3 lanyards Context: CDW emailed me with some fraud detection asking me to fill out additional documentation.I explained to them that said documentation is requesting information that was already provided to make the order, and even provided evidence.They are unethically trying to pass off optional questions in their "questionnaire" as mandatory and being quite dishonest about it. They also need to understand the difference between questionnaire and application, because nowhere in their General Sales policy does it state that customers may be subject to requesting additional approval.************************************************************************************************************ The questions respectively: Order number (why?), name of customer (again, why?), phone number (third why, this is all included in the order). Whether I've placed an order with CDW in the past (literally no way of confirming this anyway, so why?). 5, 6, and 7 are optional, and yet they're trying to pass it off as the mandatory to fulfil the order.I am allowed to preserve my rights to digital privacy. And truthfully, CDW and I both know that the only reason they flagged this, is because I used an email with a non-standard domain (Simplelogin). Not being able to sell my data must be this big of a deal to them, that they'd lie about additional documentation involving more personal information than needed.Considering I had to provide a decent amount of personal information regardless in the end, they should probably send me the lanyards free of charge, hopefully they got their money's worth from my email address.

  

  Business response

  09/06/2024

  Hello ***** -

  Thank you for contacting CDW. Please be aware that the information requested is used to protect both our customers and ********************** from fraud.Unfortunately, fraud does happen & as part of this process, we do require successful authentication of your account or matching the information you provide us with the information we maintain in our systems. We are committed to protecting the security and privacy of your personal information.
  

  CDW does maintain strict administrative, technical, and physical procedures to protect personal information against unauthorized access, theft, and loss. While we attempt to protect your personal information in our possession, no method of transmission over the internet or security system is perfect, and we cannot guarantee that personal information will remain secure in all circumstances.
  

  For more information regarding your CDW Canada order please contact our Canada team @ ************ ( ************************************************************************************************************************************** ). 

  Any issues please let us know.  Thank you again for choosing CDW. 

  
  Best regards,
  ****, CDW team

  Customer response

  09/06/2024

   
  Complaint: 22246875
  
  I am rejecting this response because: it wasn't a response. Nothing I said was addressed.

  Emailing somebody with an attached .docx file and asking them to email it back filled out, with the same personal information that was just used to make the order, is not only a poor "fraud detection" system, but also wildly inappropriate.

  I am not going to download, open, fill out, and email back a document with: 1. Order number 2. Full name 3. Phone number and/or email address 4. A previous order number if applicable, and optionally, 5. Business addressed that has been verified by reputable sources 6. Additional email address, and 7. Additional phone number.

  Moreover, I registered with a Personal account,

  First off, passing off optional questions on this "questionnaire" as mandatory through those emails was very shady.
  

  I am not opposed to the verification process, I am opposed to how it is conducted if it's supposedly sophisticated enough to trigger in cases like these.
  

  Why does the verification not happen directly through a secure portal on the website using a secure and unique confirmation link and application that is sent to the email?

  And then the data can be stored securely on CDW servers without it having to be unprofessionally emailed back and forth as a docx with a random person and their work laptop.

  

  Business response

  09/11/2024

  Hello Borna -

  As part of our processes, CDW requires additional information to process customer orders. This is for the safety of both our customers and **********************. This is a standard procedure, and unfortunately, our team cannot proceed with the order if the required information is not provided. We apologize for any inconvenience this may cause. If you have any questions or need further assistance, please feel free to call our CDW Sales contact center at **************.
  I hope this helps! Let me know if you need any further assistance.

  Regards,

  ****,  CDW Team

  Customer response

  09/11/2024

   
  Complaint: 22246875
  
  I am rejecting this response because:

  1. CDW refuses to acknowledge the gaps in their fraud detection system and approval process, which introduce additional privacy concerns.

  From Oracle:

  PII (personally identifiable information) or SPI (sensitive personal information), as used in information security and privacy laws, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context.

  a) CDW's expectation of business practise is to email said PII/SPI around as part of the very process that is supposed to prevent this from happening.

  b) CDW's expectation from their consumer is for them to believe that such a sophisticated fraud detection system actually exists, while the follow-up is emailing around a docx file with regurgitated answers (including optional ones masked as mandatory).

   

  2. CDW does not follow their own General Sales policies for personal account purchases.

  ************************************************************************************************************

   

  3. CDW unethically requests optional information while claiming it is mandatory. (See: Application)

   

  4. CDW is likely sending out bogus templated "fraud detection" emails to gain more information from those that don't provide easily identifiable, and thus sellable data.

  a) Refusal of OPTIONAL PII/SPI disclosure means refusal of sale.

   

  5. On top of the gaps that have been mentioned to you FOUR times now, CDW's BBB complaints as early as 6 months ago involve credit card information being stolen from their website.

  "This is never a good thing" is a non-response to somebody having their credit card information stolen.

  You've given me zero confidence in yourselves. Why would I continue providing even more personal information, and in such an insecure form of PII/SPI sharing too?

   

  You can keep copy-and-pasting the same refusal of business.

  I am refusing to edit, save, and email this bizarre docx with order information that was literally emailed to me already.

  I am well aware I could've copy-and-pasted that information quite easily and would've been on my way.

  I've chosen this route to make a point of the number of unethical deceptions CDW has managed to make in 10-days time.

   

  Most importantly, I don't believe this approval process actually exists.

  The docx metadata creation date, being a day before you sent it to me, is indicative of that.

  It even looks like a document that was typed up in 2 minutes.

   

  Do better.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a independent technology consultant servicing southern ******* and ***********. After the closure of the prior supplier I sourced HPE servers from, I've decided to try out CDW as the ***lacement supplier.During June, I submitted a quote for a server that was to be shipped to one of my clients in ***********. Because ***** logistics identify the territory as an international shipment, per the general sales site it instructs to call ************.I waited during the queue and the ***resentative has set up the quote and will get in touch the following Monday or Tuesday for the shipping cost estimate. After no response from the *** within the time-frame, I called the ***'s number which did not work so I dialed the number from before, and after two queue drops, 30 minutes each, I was told to wait another few days along with correcting the building number in the ship-to field. That day also came and went. Called once more, waited 30 minutes, only to be greeted for a solid 5 minutes with what sounded like the call center had a party going on before the *** who picked up the line said "whoops" and proceeded to hung up. From that point on, none of my calls were answered.Being behind a strict schedule with my client now due to this situation, already on site to work on their infrastructure, I was forced to fulfill the order through CDW's website instead to deliver to my business in ******* and book a round-trip solely to proxy it over to my client from there before resuming work on site, surmounting excess costs to the project with said client.I would like to be appointed a proper manager or other point of contact for my business account who can best assist in processing ship-to's for both areas I serve moving forward, as this situation did not leave me with a good first impression. Further, CDW needs to improve relationship and intake procedures regarding transactions for small businesses and independent technology contractors.  

  

  Business response

  08/29/2024

  Hello *******,

   

  I would like to apologize for your initial experience with CDW and the ordering process.  We know how important it is to be able to effectively service your customers in a timely and efficient manner.  I terribly disappointed that we failed in this and our commit to you.  I have reached out to our business sales team to assist with getting an account manager assigned to your account.  I have included you on the email request in doing so.  For more direct connection, you may also contact our Customer Relations Team at ************ (Option 2) and we would be more than happy to place you in direct contact with our Business Sales Team.  I again offer my sincere apologies for this experience and look forward to the opportunity to allow CDW to correct this experience. 

  Regards

  ***********************

  CDW Customer Relations Anaylyst

  Customer response

  08/29/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been requesting to cancel ************* subscription since August 2023. Each month, I continue to be billed. Over the course of each month, I try numerous channels to resolve the matter including following up with previous people who have said they would work to resolve the issue, but the issue persists. I am typically billed $66.03 and ~ ($20.88, $20.79, $20.73) around the end of the month. I have a credit card set up on autopay, and I am hesitant to remove the payment method because I don't see any effort or intention of cancelling my subscription, and I don't want to rack up late fees and interest if I remove the autopay credit card.

  

  Business response

  07/30/2024

  Good Morning *****,

  I apologize for not responding to this sooner! I read through the details you provided and need some additional information. Can you please provide any email communication you have or names of reps that you spoke with when you requested this to be cancelled? I need this information to work on getting you a resolution. While you are gathering that information, I am going to work on getting the subscription cancelled. 

  Again, I sincerely apologize for the trouble this has caused you!

  Kind Regards,

  *****************************

  CDW Customer Relations Supervisor

• Initial Complaint

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on April 21st, 2024 for a **. I received a shipping confirmation that indicated a May 1st delivery date.I never received the ** and on May 3rd, I contacted the company. I have repeatedly emailed the company asking for updates and have received no resolution.

  

  Business response

  05/08/2024

  Good afternoon-

  I apologize for the inconvenience youve experienced with your TV purchase. I do see that CDW Case# 17165456 was created to research this issue & our team has updated you on the status.  I've escalated this with our team to have resolution ASAP.  We will contact you with any updates.  If you would like, please call CDW customer relations @ ****************, please reference CDW Case# 17165456.  Thank you.

  - ************ - CDW Team

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 3rd 2024 I recently spent 3k for a high end surface pro 9 laptop. It arrived april 9th via *** deeply scratched on both the front a back. The computer was also supposed to be retrofitted for an additional $30. It came without the allstate retrofit programming which is unacceptable. I had to pay for shipping out of my own pocket to return the laptop to CDW, also unacceptable.I was told by **** from CDW that I have to wait for a refund and then place an order for a new laptop. This can take more than a week. I am asking for your help in this case to get a new laptop without having to wait for a refund. The account manager at ********************** by the name of ************* will not return my calls or emails which raises a red flag.

  

  Business response

  04/10/2024

  Hello ***,
  
  Thank you for sharing your recent experience with CDW.  Please know that we are committed to improving our service and your feedback is very important to our success. I must first apologize for the dissatisfaction with our service you experienced.  We understand that when you make a purchase you expect to receive your product in good condition and with all necessary Allstate programming.
  
  I do apologize that you had to pay for return shipping. When a product arrives either defective or damaged, CDW will organize a pickup with the carrier or provide you with a return label, so you do not have to pay for return shipping. I see that a return label was provided as part of the return that was entered. I apologize if you did not receive it.
  
  A new laptop can absolutely be ordered before the refund is issued. Our Allstate sales team will just need to charge you for that replacement, but you will be issued a refund for the original laptop as soon as it is received in by our warehouse. Please let us know if you would like our Allstate team to place a new order for you and I can be sure to send a request to them. Although ************* is listed as your dedicated Account Manager, all of our Allstate accounts are handled representatives on the CDW Allstate team. They can be reached directly at ************.
  
  Again, I cant apologize enough for the inconvenience this has caused.   We hope that despite this experience you will choose to allow us to serve you in the future.  Please let me know if there is additional information you feel I should be aware of or if there is something else I can do to help you further.
  
  Thank you,
  *****************************
  Customer Relations Quality Analyst | **********************
  

  Customer response

  04/10/2024

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩