Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our credit card information was stolen from the CDW-G website on 3 different occasions. The first time we made a purchase was Aug 10th, 23. We were notified from ********** that a fraudulent ***** charge was made to a website called Tower of Fantasy. We cancelled the card but CDW still had our saved credit card information. On Aug 30th, we made another purchase with CDW-G and the exact same thing happened. I notified CDW-G but never got a response. Now on Feb 21st, they reran charges to the updated credit card information and the exact same thing happened, same Tower of Fantasy charge. We notified the company again and received no response. When talking to customer service, I had to ask several times for them to make a report. They said they would 'file a report' but nothing is done. There is a security breach somewhere with whichever financial vendor stores the credit card information. They are not paying attention.

  

  Business response

  03/27/2024

  I am very sorry to learn of the experience you had with your credit card infomration being stolen.  This is never a good thing.  I have reported this to our corporate security Team. 

  You may also reach out to them at *************************************.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a printer from salesperson ***************************** *********************************** for $4,758.87 on August 9, 2022. The printer is still under warranty as of March 7, 2024 until June 2024.Since last june 2023 I have had non-stop issues with my Versalink c8000w bypass tray feeder and have seen 6 on-site techs trying to fix the issue. I have made complaints to ******* with CDW directly and he claims that he escalated the issue but I never hear back on the results. My printer has been non funtional effecting my business as I am having to eat the costs of having to outsource my printing. The last tech that came out March 7th was trying to say its a media issue when clearly this printer takes up to 300 gsm paper per the printer specs and it wont even take that. It keeps getting jammed but the tech says nothing is wrong. This printer is clearly defective and neither CDW or Xerox will refund my money or give me a replacement. I keep getting the run around from the Xerox technical service and CDW sales.I want a refund for selling me a faulty printer.

  

  Business response

  03/11/2024

  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 inconvenience.  We understand that when you make a purchase, you expect for your product to work as it should. After researching your order, I see that this purchase was made 8/9/22 and shipped on 8/22/22. CDW has a strict 1 year return policy and there is no option to get this refunded to you.  I have attached the product warranty provided by Xerox along with the toll free customer service number **************. Please feel free to follow up with the manufacturer to see what possible options you may have in regards to your product.
  
  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

  03/11/2024

   
  Complaint: 21402813
  
  I am rejecting this response because: I started having issues with this printer before the 1 year but they kept diverting me to talk to Xerox because it was under warranty. Until today I am still having the SAME issues with this printer. They never ONCE told me I could get a refund. That is deceptive sales marketing on their part and lack of being transparent with their policies. 

  I finally emailed **** about a possible exchange on 8/31/22 (see email attached) and I was NOT offered an exchange or refund. They diverted me to Xerox.

  
  Sincerely,
  
  ***************************

  

  Business response

  03/12/2024

  Hello ****,

  
  I have reached out to your Account Manager ******* and he advised the following:

  "This service request for a printer under warranty with Xerox requires their approval for a replacement. I've escalated with them multiple times, as documented in the attached correspondence. It's now up to them to fulfill their obligations to the customer.
  Regrettably, given that the printer was purchased over a year ago, we're unable to accept a return."

  At this time CDW is unable to provide any other resolution and we are awaiting a resolution from Xerox. I was unable to attach the email showing the escalation from your Account Manager to Xerox since the file was too large. I have sent it to the email address that you included in this correspondence for your reference.

  Customer response

  03/15/2024

   
  Complaint: 21402813
  
  I am rejecting this response because:
  

  When I started having issues with this printer 6/2023 they kept diverting me to Xerox just as they are doing now until the year period runs out. I was even having issues with Xerox recognizing my serial number and now I know why. They never once directed me to their departments at CDW. I want a refund. 

   

  Sincerely,
  
  ***************************

  

  Business response

  04/03/2024

  Good Morning **** ***,
  
  I sincerely apologize that you have had so much trouble with this printer. The warranty does go directly through Xerox, not CDW.The serial number that you can provide Xerox is ********** (if they are still having issues identifying the number). I do see that you have been working with Xerox from the communication and attachments you provided. Specifically, they offered you an exchange program. I completely understand your frustration, but CDW is not able to provide assistance and we cannot provide you a refund.
  
  Kindest Regards,
  CDW *************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This printer was purchased on December 1,2023 and the amount paid for $423.94 +taxes. I was excited and sure of the features and quality, after all what could go wrong since Xerox is a well known company; so I got rid of the packaging instantly. As it turned out, the printer was deemed inoperable at the outset and this is according to the *************** they said it is a used printer with an expired warranty since June 2023. On day one, I have been trying to resolved this issue with the sale rep who at first offered a credit of $100 due to the ongoing issues, but I didn't care about the credit, all I wanted is to have a working printer to perform my work. In the end, I had no choice but to submit a return request, but the didn't have the original box. However, I paid $25 to the *** store guy to carefully and safely repackage it which he did, it such a good Job. Now, they decided that they declined to received the items because it didn't come in its original box. So, they send it back and refused to accept the package upon arrival and *** didn't execute the delivery and return it back to sender.

  

  Business response

  02/23/2024

  Hello *******,

  I'm sorry for your recent experience.  Thank you for taking the time to provide us your honest feedback. 
  
  I do see that the printer was received back to CDW and the return has been approved.  Credit Memo PT09783 has been issued and it will take about 5-7 business days to show on the credit card statement.  I have attached a copy to this response and will also send a separate email with the Credit Memo to *****************************************

  I apologize for the delayed Resolution!  If there is anything further I can assist with, please let me know. 

  
  Thank you for your time and for choosing CDW.

  
  ***********************
  CDW
  CR-Quality Analyst

  Customer response

  03/01/2024

   
  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

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Online Order 1CCXWW6 was delivered on 12/17/23. I requested a return on the entire order on 12/20/23, but have yet to receive a a status on my request and instructions for return for a full refund. I've emailed CDW and chatted with online CSRs and have been told that they do not have a status update and that I need to continue to wait. CDW will eventually claim that the return period has passed and will deny my return request.

  

  Business response

  02/12/2024

  Good Morning ***********,

  I apologize that you have not received a response back from CDW. I escalated the return with the management team that works on the approvals. I will follow-up back up with you within ***** hours. Again, I truly apologize for the lack of communication from my team and for the amount of time this return has taken.

  Kindest Regards,

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

  CDW Customer Relations Supervisor

  Customer response

  02/12/2024

   
  Complaint: 21160799
  
  I am rejecting this response because there is absolutely NO reason why a request for return/refund should take nearly two months (and counting) to even review and approve. If and when this does finally get approved, I am requesting a pre-paid return label.
  
  Sincerely,
  
  **** Ma

  

  Business response

  02/13/2024

  Good Afternoon ****,

  I was able to obtain the approval for the return and issued a credit. The credit will take **** business days to reflect in your account. We sent the refund back to the original payment method. You do not need to return the product to CDW. You can keep, toss, or donate. Again, I apologize that for the amount of time this return took to resolve. Please let me know if you have any questions.

  Kindest Regards,

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

  CDW Customer Relations Supervisor

  Customer response

  02/13/2024

   
  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,
  
  **** Ma

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a monitor (RMA ********). The return policy was misrepresented to me via both chat and telephone. Multiple times, I was told that my return had been received and processed, but nothing was refunded. Eventually, after multiple hours either on the phone and in chat AND after having paid more than $40 to ship the monitor back, I was finally told that the monitor was returned outside of policy. I have requested that CDW refund the amount of the purchased monitor, as I am out both the $40 and hours of my time due to poorly trained staff not advising me that my return would not be accepted unless within a certain time frame and in original packaging. Their online tool for processing returns also does not state that it must be returned in it's original packaging. I offered that they could issue a one time courtesy credit, now that I am aware of and could abide by the policy, but that request was denied. Given blatant misrepresentations by their employees, I am requesting that they refund the amount that I paid for the monitor. A supervisor advised that they have 100% call recording. I encourage their team to listen to those calls and take action to ensure that no other customers are treated as poorly as I was.

  

  Business response

  12/20/2023

  Hello *****,

  I must first apologize for the dissatisfaction with our service you experienced. After reviewing the **** I do see that there was some delay in approval due to the item being sent back in ********** box, along with the item being damaged. I want to advise you that we are currently waiting on a credit memo and a credit will be sent back to the original form of payment.  Once the credit memo is created, it will take **** business day to reflect. 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 us know if you have any questions.
  
  Thank you for your time and have a great day!
  
  sincerely,
  
  CDW Care Team 
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 items from CDW in August, I returned the items to them and was told that it would take 2 weeks to receive a refund. We are now pushing October and every-time I call they keep telling me to wait until the end of the week.I returned my items to them within the given time period and now it is seemingly impossible to get my money back. I am truly disappointed at this organization and need my refund.

  

  Business response

  10/30/2023

  Hello Bilal *********** are sorry for your recent CDW experience.  Please know that CDW is always committed to improving our service & your feedback is very important to our success.
   
  Our team has completed the needed research on this issue (CDW Case# ********). I apologize for the delay. My supervisor has escalated the needed credit & this should be resolved soon. 
  Any questions please do not hesitate to contact us: **************.  
  
  We do value you as our customer. Thank you again for our time & thank you for choosing CDW.
  

  Thank you, 

  ***********************, CDW-Customer Relations

  Customer response

  10/31/2023

   
  Complaint: 20685991
  
  I am rejecting this response because:

  Good Morning,
  
  
  I appreciate the prompt and direct response this business has provided. However because of longevity of this issue I wish to keep this claim open until I see the credit appear in my bank or have a formal email confirmation from cdw. 
  
  
  At this time I want to thank ***********************, and the BBB for their work.
  
  
  Best,
  
  Bilal Chaar

  

  Business response

  11/07/2023

  CDW has not received the product back that he is claiming to have returned, therefore we cannot credit him. Our internal investigations team will reach out to Bilal ***** directly.

   

  Thank you,

   

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

  Supervisor, Customer Relations | CDW

  E-mail: **************************************************

  

  Customer response

  11/08/2023

   
  Complaint: 20685991
  
  I am rejecting this response because:

  I returned the items and they were signed for by someone. I dont understand why if the items cannot be found that is an issue that is related to me.

  i have trackings that prove that it was delivered back to your organization. 
  
  Sincerely,
  
  Bilal Chaar

  

  Business response

  11/15/2023

  Hello,

  CDW is working with *** whose records do not show any attempt to have the shipment returned to CDW.
  Regarding 1Z584WE29007983542, *** confirmed they dont appear to have ever received this pkg based upon the fictitious scans below. Attached are the only scans that we show for this tracking #.

   

  Regarding 1Z584WE29007983533, similar to 1Z584WE29007983542, *** confirmed they dont appear to have ever received this pkg based upon the fictitious scans below. Attached are the only scans that we show for this tracking #.

   

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ********* Computer from CDW in August 2023. I don't live in the ** but in Thailand. I have purchased similar computers from ******* before for my business. I was unable to use my credit card for the purchase, so contacted CDW and arranged a transfer of funds from my **** account in Jersey, UK. CDW provided all the deatils for the transfer. I was later notified by CDW that they couldn't deliver the ** to my nominated address in US as it is a forwarding company.They advised me they couldn't wire the funds back to my account without a letter from my bank, the **** bank doesn't provide letters, only a copy of the original statement.I requested a check refund but they require a US address and account. I have provided these from a friend who has an account in the US but as it is a personal account they can't refund it as it's not a company. I was advised a check was sent but i didn't receive it, it was sent to a forwarding address. So now it's just over 12 months and I still can't get a refund. During that period the person managing the case left and I am dealing with another person. There have been 42 email exchanges. They have at all times been pleasant to deal with but I still have no movement on the case. I am happy to have a refund via an international credit card, to my friend's account, or to a credit card. Attached are the two key email chains.

  Customer response

  09/16/2023

  Hi, I advised cdw by email I had made complaint to BBB. After one year they were able to resolve the issue and issue a refund which I revised to my **** account in Jersey UK in about 8 hours. 
  Thankyou as it really helped. 
  kind regards

  **********;

   

  

  Business response

  09/19/2023

  Hello *****,
  
  I hope you are doing well. Thank you for you for making CDW aware of this issue. Please know that we are committed to improving our service and your feedback is very important to our success. After reviewing your BBB complaint, I must first apologize for the dissatisfaction with our service you experienced. 
  
  I do see from your additional comments that the refund was finally issued, and you confirmed the funds were received.
  
  Thank you for your feedback and again, we are very sorry it took so long for your issue to be resolved. 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,
  CDW ************* Team

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CDW is using a third party to send unsolicited spam emails. I'm sure my email will be sold and this will expand exponentially. I have never given CDW my email address. Very unprofessional and a privacy violation.

  

  Business response

  06/05/2023

  Good afternoon *****,

  I am so very sorry that you have been receiving these emails.  After further investigation I found that the email that was sent to you did not come from CDW it appears to be a SPAM email that came from ******************************. I again apologize for this experience. 

  If you have any additional questions or concerns, please let us know.

  CDW Customer Relations

   

   

  Customer response

  06/06/2023

   
  Complaint: 20093429
  
  I am rejecting this response because:  I know it was a third party.  CDW hired them and without my consent, they contacted me ON YOUR BEHALF from a list they bought with your money.  You are paying third parties to spam people so you can say, oh I'm sorry it wasn't CDW.  If CDW would stop paying third parties to SPAM, emails wouldn't be bought and sold without consent and I would receive less junk mail.  Very unprofessional.
  
  Sincerely,
  
  *************************

  

  Business response

  06/08/2023

  Hello *****,

  I apologize again for his frustration. I have confirmed with multiple CDW Marketing coworkers, that the email is a fake and we do not have any webinars scheduled for this. I asked, that if you still have the email, could you please forward the email to me at *********************************** Our legal team is asking for a copy of the email. This will allow CDW to investigate and will be taking legal action against the company the email came from. Additionally, our legal team confirmed to me, that CDW has a strict privacy policy that we abide by, stating that we do not share personal information. You can also find our privacy policy on the CDW website.

  We understand that your privacy is an important part of the trust you place in us. This Notice explains how we collect, use, disclose and otherwise process personal information in connection with our services. We encourage you to read this privacy notice in its entirety. If you have any questions, you may reach out to the CDW Privacy team at **********************************************. 

  I appreciate your feedback and if you have any additional questions, please let us know.

  Sincerly, 

  Norbert 

  CDW Customer Relations Analyst

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Respected Officials, Even though I was given an order confirmation, CDW didn't bill me for this software. order details were provided in 8/9/2022. I need a new order number for this shipping. Because the order value on purchase order (Order #MXBS905/PO #******) doesn't match with the amount charged. Also the actual payment date is Feb 2,2023. So I need new order details so that I can generate ****-*** appropriately. I approached CDW about this but haven't received a response. I request them to generate a new order to match the amount billed because previous purchase order wasn't billed properly and I had to request them to take a payment for the order. I didn't notice that they didn't charge me for the order until I checked the credit card statements in 2023 and requested them to correct this.Thanks *************************************

  

  Business response

  05/09/2023

  Hello *********,
  
  Im sorry for your recent CDW experience.  Thank you for taking the time to provide us your honest feedback. Please know that this feedback is very important to us. 
  Ive contacted CDW sales manager ******************  **** will be contacting you to discuss this issue further.  Again, we are sorry for this issue.  Please know we are working on this & will advise on a resolution as soon as possible. Please do not hesitate to call our team at ************** if you have any questions.  Thank you for your time & for choosing CDW.
  

  Thanks,
  ***********************
  CDW 
  CR - Quality Analyst

  Customer response

  05/10/2023

   
  Complaint: 20016493
  
  I am rejecting this response because:

  I am receiving conflicting information, I received a response from CDW support *************************** that Microfocus caused the delay. I need proper answer and request that they provide it through BBB. I request that the case be left open until a response is received.

  Following is the email from CDW support

  
  *************************** Tue, May 9, 10:18?AM (1 day ago)
  
  to me, *******
  
  *********,
  
  We sincerely apologize for any inconvenience this issue has caused you.
  
  Our records indicate that the attached invoice has been paid in full using AMEX 2006
  
  The delay on delivery was due to Micro Focus confirming the correct licenses and the associated processing delays.
  
  Thanks for your patience,
  
  ***************************
  Account Representative **************** | CDW-G
  Direct Line: **************
  Fax: **************
  
  
  Sincerely,
  
  *************************************

  

  Business response

  05/16/2023

  Hello *********,

  I apologize the last email didn't provide the resolution you needed.  I have reviewed your initial email more in depth and do appreciate you attaching the original order confirmation for order #: MXBS905.  After review, I see the order confirmation was for a quantity of 1 of the ********************** Server SP2 - v.11 - license - 1 user for $225.99.  This item was cancelled and replaced by our EDC #: ******* - ** Open Ent Svr P/User SW E-LTU which is the Micro ********************* Server 1 user license for a cost of $224.99.  Additionally, EDC #: ******* was also added to the order   This was for the ** Pro Bus Sup 1 Yr for a cost of $50.99. Both of these items totaled $275.98 which should have been the amount charged to your card.  If this is not accurate, please respond to this email through BBB or you can email me direct at **************************************************.

  You also made reference to the order being placed in August of 2022, but the actual payment didn't post until February of 2023.  This was because the Electronic Distribution did not take place until February and we do not bill until the product has been sent.

  I have attached a copy of the invoice for your review.  If this does not help you achieve resolution, please respond with the best phone number and email address so I can forward your information to my Accounts Receivable Team to get you the documentation that you require to move forward on your end.

  Once again, I apologize for the troubles you are having getting the documentation required so you can move forward.  Please let me know what I can do to further assist if necessary.

  Thank you for being a CDW customer!

  Best Regards,

   

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

   Quality Analyst

  CDW 

  Customer response

  05/17/2023

   
  Complaint: 20016493
  
  I am rejecting this response because:

  Please provide the reason behind why the digital distribution was delayed and I need a proof of delay by Microfocus attached to the response that they were behind the delay in approval of distribution. I also request you to provide a reason as to why I was not informed about the delay ? The moment order is placed and acknowledged, I get an order confirmation you are responsible for keeping me updated about it. If this is not correct please let me know why ? What prevented you from informing me about the delay from Microfocus ? I came to know about the billing lapse only when I reviewed my credit card statements for generating a 1099-NEC, that is why I followed up in February 2023. What if I didn't notice it , how long would it have taken for your company to notify me that order was not fulfilled as expected ?
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a power cord searching the *** number. Description was nonexistent and there were no photos of the product. What I received was not what I needed. It was a two pronged figure 8 power cord within 2 brown envelops. What I needed is a barrel power cord. Returned item with the inner envelope packaging and invoice to be rejected for not having the outer, secondary brown envelope. This policy seems like a way to not hold yourself accountable for terrible business processes. I paid around $130 for the item and shipping and I had to pay to return the item. Here is the product link I ordered: ******************************************************************************************* Attached is the response I received.

  

  Business response

  04/18/2023

  Good Afternoon ******,

  Thank you for submitting feedback about your recent experience with CDW. On behalf of CDW, I sincerely apologize for all of the trouble this has caused you! After reviewing the return notes, it appears this was sent back because it is missing the power box. When you received the cord, there should have been an power supply sent with it. Can you confirm if you received the power supply? If you did not, I will need to address this via a case and work with the supplier directly. If you do have the power box, I can send you prepaid labels to return this.

  Again, I apologize for this poor experience you have had with CDW. I look forward to hearing back from you so I can further assist.

  Kind Regards,

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

  Customer response

  04/26/2023

   
  Complaint: 19939561
  
  I am rejecting this response because: There was no power supply sent with the cord per the response in the letter. In the attachment you can see there is no specs regarding a power box. I needed a barrel power cord and not a figure 8 cord. Nothing on the website provided indication of the cord. I went off the *** number and the camera compatibility notes. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/03/2023

  Good Morning ******,

  I am going to open a case to work on getting you a refund. I'm sorry that you were not sent the correct product based off of the CDW catalog. Can you please send me pictures of the cord directly to ******************************************* I look forward to hearing back from you.

  Kind Regards,

  ******

*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. ↩