Complaints
This profile includes complaints for CDW Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently received a notification from a software vendor ("T") that our annual software support agreement with them is up for renewal. Our reseller for this product was CDW, who handled the original agreement, so that is who I contacted to try to get a quote sent for the support renewal. I have since emailed my sales rep from last year, the general CDW sales email address, and called their general sales number and waited on hold 45+ minutes without getting to speak to a live person. I have yet to receive a response from them at all.At this point I don't know how I will be able to renew support with this vendor if CDW won't even process the renewal for me.
Business Response
Date: 12/01/2022
Hello ****,
Thank you for contacting CDW. I must first apologize for the dissatisfaction with our service you experienced. We understand that when you try to get in contact with CDW to place an order that you should be assisted in a timely manner. I have pulled up your Account# ******** and I am escalating this to a Sales Manager so someone from sales can get in touch with you as soon as possible regarding your renewal.
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 we can do to help you further.
Thank you again for your feedback.
Thank you,
*****************************
Customer Relations Quality Analyst | **********************Customer Answer
Date: 12/03/2022
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
Date:10/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 19, 2022 I received a delivery of a 75 inch tv. There was a mixup with the delivery. The item I was expecting was a 55 inch tv. I did not notice until the delivery men left that there was an issue. A few hours later I decided to unpack the tv. I looked at the model number and brand. It was not what I had ordered. It was a ************** I looked up the ************* model and it is a $6,000 item. I looked at the labels and there were four. Three of which had my name and the model number of the tv I ordered. The fourth label showed CDW as the sender and a school district in ********** as the recipient. I decided to call CDW to report the error. I gave the customer service person my address, phone number, the model number and order number referenced on the fourth label. She said she would arrange for pick up. I waited and waited and no one contacted me about picking up the tv. This was a 80 inch long box by 48 inches high on a wood pallet. It was 200 lbs. It sat in my living room. I could not move it because of the weight. I had to have that huge box while I had company over numerous times. After almost 3 weeks I called CDW again. I told them again to pick up the tv. I also said that I wanted $200 in compensation for them leaving the tv in m living room for so long. I did the right thing and called CDW to report the wrong delivery that would cost them $6,000 had I not reported it. I have emailed them a number of times regarding my compensation for doing the right thing and having the huge box for so long. CDW has not responded. I don't feel like $200 in compensation is out of line for doing the right thing but, having the huge box in my living room for so long.Business Response
Date: 10/14/2022
Hello ****,
First let me apologize for any inconvenience this has caused you. I am not able to locate any information on the order in question. At your convenience, please provide me with your order number or account number so I can research this further for you.Customer Answer
Date: 10/14/2022
Complaint: 18208771
I am rejecting this response because:Thank you. The reference number appears to be YXC2521 and the ** Number is MZFV930. I have uploaded a picture of the label from CDW to the school district. I was supposed to get a tv from New Egg but received your shipment due to mislabeling by CEVA. It sat in my living room for 3 and a half weeks. I don't think $200 in compensation is asking too much.
Sincerely,
*************************Business Response
Date: 10/19/2022
Hello ****,
Thank you for providing the needed information. I have passed this on to the appropriate department to research further.
Thank you
Customer Answer
Date: 10/26/2022
Complaint: 18208771
I am rejecting this response because:I am still waiting for compensation as my claim has not been resolved.
Sincerely,
*************************Business Response
Date: 10/27/2022
Hello ****,
Unfortunately,we will not be able to offer compensation for the carriers miss-delivery mistake. Again, I apologize for any inconvenience this has caused.
Thank youCustomer Answer
Date: 10/31/2022
Complaint: 18208771
I am rejecting this response because:I had a 75 inch tv in a box on a pallet that weighed 200lbs in my living room for 3 weeks. I did the right thing the day it arrived and called CDW to have it removed. I waited as instructed by your CDW employee. I then had to call back a few weeks later again. Then after a total of 3 weeks is was picked up. The delivery company sent one person to pick it up. I had to help him move it out of my house because it was so big and heavy. The fact that you will not provide compensation for your errors by not picking it up after being notified and had to be notified again. This is how CDW likes to treat people. Your incompetence and failure to act cause me a major inconvenience. Having a 5 foot high by 80 inches long box in your living room for 3 weeks, while having people over for dinner numerous times is INCONVENIENT to say the least. Please see the attached picture of the box and tell me this wasn't inconvenient to have this in my family room for 3 weeks.
Also, being a good samaritan and calling your company to let you know that a $6,000 tv was mistakenly delivered doesn't deserve any compensation? If I wasn't a good person I might have said nothing, sold it and you'd be out $6,000. I've got to say you are an ungrateful bunch.
Sincerely,
*************************Business Response
Date: 11/03/2022
Hello,
I apologize for the inconvenience that this situation caused you. Due to the carrier making the mistake and delivering this, I recommend working with the shipper that originally delivered this to your home. We will be unable to fulfill your request for the $200.
Kind Regards,
CDW Customer Relations
Customer Answer
Date: 11/04/2022
Complaint: 18208771
I am rejecting this response because:It was your shipper who delivered the wrong item. Then I called CDW to alert them to the mistake and send someone to pick it up. CDW was the one who never followed through on picking it up. It's your fault it was at my house for 3 weeks. I called again after 2 and a half weeks and finally at 3 weeks it was picked up. But, I had to put all the stickers on the box and help the delivery guy get it out of my house. This is on CDW. It baffles me why you won't compensate me for this. Your company dropped the ball. That's on you.
Sincerely,
*************************Business Response
Date: 11/10/2022
Good Morning,
I apologize for this entire situation that you have endured. I completely understand your frustration here. CDW will not be able to provide you $200 for this issue.
Kind Regards,
CDW Customer Relations
Customer Answer
Date: 11/10/2022
Complaint: 18208771
I am rejecting this response because:I find this response unacceptable.
Sincerely,
*************************
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