Complaints

This profile includes complaints for CDW Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CDW Corporation

  200 N Milwaukee Ave Vernon Hills, IL 60061-1577

  
• 

  CDW Corporation

  300 N Milwaukee Ave Vernon Hills, IL 60061-1533

  
• 

  CDW

  4690 Fulton St E STE 203 Ada, MI 49301-8454

• 

  CDW Corporation

  2 Enterprise Dr Ste 800 Shelton, CT 06484-4600

• 

  CDW Corporation

  300 - 20 Carlson Court Etobicoke, ON M9W 7K6

The 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:06/18/2025

  Type:Delivery Issues
  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.

  Never received a product from CDW despite receiving an order and shipping confirmation. When I reached out to them and asked for a refund, I never received a response.

  

  Business Response

  Date: 06/19/2025

  Hi *****,

  Thank you for reaching out regarding this issue.  I have spoken with my Sales Team and we will be issuing a refund per your original request.  Since the original order was paid via credit card we are not able to refund it there as the credit card has expired.  

  We will need to cut a refund check instead.  Are you still at ************************************?

  You can reach out to me direct at *************************************** to verify this information or respond through the BBB portal.  If you email me direct, can you please reference the Order #: 1C60BF3 in the subject line?

  I apologize for the inconvenience this has caused.

  Best Regards,

  ***** ******

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  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.

  I placed an order and CDW's mysterious fraud detection decided that my address was not one they liked. They put on a permanent black list with CDW, without telling me they did this. I placed multiple orders without knowing that CDW was flagging and refusing to ship my orders.I would like CDW's credit department to call me and fix this so that I can place orders for my business. Remove or fix whatever this credit flag is. I have a 830+ credit score and a $15000 order I am trying to place. please don't waste my time!This specific order has since been cancelled, but I need to remove whatever blacklist you've place me and my address on. Please fix asap.

  

  Business Response

  Date: 06/03/2025

  Hello ********,

  My name is Jailon, and I have been assigned to this BBB case you've submitted. Firstly, I would like to apologize for the inconvenience, and I can understand your frustration with this issue. After researching, the only option we can provide is the wire transfer option. 

  If you have any questions please let us know. 

   

  Best Regards.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  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.

  Order Number : 1CGNM7V via ********* Original Transaction Date : 2/21/2025 Original Payment Amount : $2038.44 Returned Amount : ******* CDW RMA : ******** CDW Case Number : ******** Items Ordered: Part #C415/DN : Printer [******], Part #***R04686 $229.49, ***R04687 $229.49, ***R04688 $229.49, and ***R04685 $183.59 : 4 Toners [******], Part #***N02470 Wireless Adapter [54.99]We ordered a new Printer C415 from ********* back in March, when we received we were pleased as this had all the features we were in need of, however we could not get the item to print in one of the color toners. Technical support could not solve the issue so determined a return would be best. CDW sent over a return label. So we packed all parts and items into package and the package was picked up 3/6/2025. We received only credit for a portion of the items. Part numbers are different from order form, I'm not sure of the part numbers [ ******* and ******* ] they claim to not be in package as ****** is the total amount not returned. And that total doesn't align with with anything on my order. All items were included in the package when returned at order pick up on and we would like to have the return completed. I have reached out being unable to successful resolve this issue, I have also reached out to the assigned representative. No response.. If they received one toner, they received them all. How would one just be taken out. And why would we need those two items without the main item?We would like to have this issue resolved and the return to be completed. I'm not sure what other information you would or may need. But I hope we can get this resolved.

  

  Business Response

  Date: 04/23/2025

  Hello ****,

  I hope this message finds you well.

  I am writing to address the issue regarding the return of your order number 1CGNM7V. I apologize for any inconvenience caused by the partial credit received for the returned items.  I understand that this discrepancy does not align with your original order, and all items were included in the package when returned. To resolve this matter, I reached out to our sales team for assistance. They have reviewed the case and were able to make a payment adjustment to ensure that the return is completed accurately.We sincerely apologize for any issues this may have caused and appreciate your patience as we work to rectify the situation.
  
  If you require any further information or assistance, please do not hesitate to contact me directly. We value your business and are committed to providing you with the best possible service.
  Thank you for your understanding.

   

  Kind Regards.

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  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.

  Product Purchased: ********* Surface Laptop - 7th Edition - 13.8" - ***** Core Ultra 7 - 268V - 32 GB RAM - 256 GB - ************************************************************************************************************************** Date: 2025-03-02 CDW point of contact: *** Lorng (************************************************************)The retailer listed the product at a discounted price (50%~ off) but failed to disclose that it was a demo unit on the product listing. This omission misled me into believing I was purchasing a new or standard unit. This in itself is not a problem due to the discounted price, I would have been okay with the demo unit purchase.However, after purchase, the retailer canceled my order, stating the unit was a demo unit and not to be shipped, and thus the listing was an error. They then fulfilled other customers identical orders at the same price (**************************************************************************************************** and also acknowledged this fact via email to me), demonstrating inconsistent enforcement of their so-called mistake. This arbitrary cancellation is both unfair and deceptive.Despite my repeated requests, the retailer refuses to either honor and fulfill my specific order or offer a comparable replacement. They offered a $9 (0.4%) discount on the price which is incomparable. This refusal further highlights their inconsistent and unfair treatment of consumers.The retailers actions may violate several consumer protection laws, including:California Unfair Competition Law (Bus. & Prof. **** ***** et seq.) Prohibiting unfair and deceptive business practices, including inconsistent treatment of customers.California False Advertising Law (Bus. & Prof. **** ***** et seq.) Prohibiting misleading or omitted material facts in product listings, even if accidental.California Consumer Legal Remedies Act (Civ. **** 1750 et seq.) Prohibiting misrepresentation or failure to disclose material facts in a consumer transaction.

  

  Business Response

  Date: 03/24/2025

  Hello ******-

  We are sorry for your recent CDW experience. Please know that we are committed to improving our service & your feedback is very important to our success. We do value you as our customer.

  Unfortunately, there was a very limited quantity of this item.  Based on that we did not have any additional demo units coming into the warehouse to fulfil your order. That is why some other orders placed prior to your order were fulfilled.  You did mention that you did previously speak with CDW about this.   Im going to reach out to the to see if there are any other comparable options & I will ask them to contact you directly to discuss. 
  Thank you again for our time & thank you for choosing CDW. 

  Thank you,
  ****, CDW team

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23101297
  
  I am rejecting this response because: I have not received any communication from CDW with any resolution, despite the business' response stating they would reach out to me directly to offer a resolution.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/01/2025

  Hello-

  Im sorry as previously stated the item that was ordered is now longer available.  There was very limited stock of this item & this was sold out very quickly.  Our team has sent a few messages stating that we can offer a discount on an alternative item.  However, we cannot match the price for the ordered item that is no longer available.

  Per CDWs order terms & conditions: Pricing Information; Availability Disclaimer: 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 Customers orders. If Services are being performed on a time and materials basis, any estimates provided by Seller are for planning purposes only. 

  Please do consider CDW for your future needs.

  -CDW Team

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23101297
  
  I am rejecting this response because:

   

  The discount you offered was $9 off a $1.8k+~ product which amounts to a 0.4% (yes, less than 1 percent) discount which is frankly unreasonable and does not feel like you are making good faith attempts to come to a reasonable resolution.

  Additionally you are now suggesting the reason for not fulfilling is that there is no stock of this unit - however originally it was stated (see the email thread attached earlier) these units were demo units and not to be sold unless I had 'prior authorization from *********', and thus you cancelled my order. It later ran out of stock which is now the reasoning you are using. Others in the original reddit thread have said (within the last week) their CDW point of contacts have said stock is back in April 2025, and their orders are not yet cancelled. I am happy to wait until the unit is back in stock.

  The goal posts seem to keep moving, and you are making no attempt at a reasonable resolution. Hence I am again rejecting this response.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/01/2025

  Hello,

  Thank you for reaching out to CDW. The item you ordered was a demo unit with very limited supply, and it has sold out. As a result, we cannot fulfill your order as it was placed, and your original CDW order #1CGQ94G has been canceled.

  After speaking with our sales team, I can confirm that the discount offered to you is the best we can provide. We are unable to sell another item at the demo unit's price. If you would like to place a new order, please call our CDW sales team at ************.

  Thank you for your understanding.

  Best regards,

  CDW Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23101297
  
  I am rejecting this response because: CDW is still making absolutely no reasonable attempts at resolution.

  So the reason my order is cancelled was because it is out of stock? That's not what the CDW agent said, as I mentioned earlier and can be seen in the attached email. If my order was fulfilled immediately (instead of cancelling saying it's a demo unit and I need authorization from *********), then there would have been stock. This is an and unfair business practice.

  As I also mentioned, I am happy to wait for more stock to arrive which other CDW agents have said is end of April 2025 (this month). I am also happy to order a different configuration of the same laptop with a comparable discount if those are in stock. Alternatively a reasonable discount on a non demo unit, not a $9 (0.4%) discount which again seems like a bad faith attempt at resolution from your end.

  I'm attempting to come to a reasonable resolution and yet CDW continuously offers no solution.

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

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/06/2025

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/01/2025

  Type:Product Issues
  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 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

  Date: 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

  Date:11/20/2024

  Type:Product Issues
  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.

  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

  Date: 12/06/2024

  Reaching out to customer directly to help resolve issue.

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/09/2024

  Type:Product Issues
  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.

  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

  Date: 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

  Date:09/05/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.