CDW Computer Warehouse (www.CDW.com)

Warning:  CDW boasts "100% customer satisfaction" but they sure don't mean it!  Is this legal?

My company purchased $28,800.00 worth of computer products through CDW back in January of 2002, a few days later we were notified that our customer's check was forged.  We immediately contacted CDW and canceled the order, we were quickly assured the shipment would be stopped and all our money would be refunded.  CDW, "No problem!  We have insurance to cover this sort of thing.  We are FedEx's largest customer!"

9 months later and over 300 calls, emails and letters to CDW, the FBI, the Police, Uganda Customs and others, the products were finally returned to CDW.  Fed Ex said "no thanks to CDW!"

Our complaint: CDW did nearly nothing to stop the shipment once the order had been placed.  CDW's sale and commissions took presidency over every issue and event that later transpired.  One unexpected call we received from CDW mentioned CDW had bad news for us, "the packages had been picked up in Uganda."  In reality, the packages were still sitting in Uganda waiting in Customs for CDW to authorize their return.

Once the products were returned, we worked our way up the latter at CDW, only to hear story after story of why CDW couldn't account for all the items returned and why they wouldn't refund our money as they had promised.  Each manager made more and more excuses, blaming others for making claims that they supposedly had no authority to make.  One manager even stated the salesperson had been fired because of his mishandling the return.  So if he mishandled the return efforts, as CDW said, why wouldn't they return 100% of our money?

Needless to say, we will never do business with CDW again.  Every time we watch CDW's TV ads and their "100% Customer Satisfaction" it makes us mad.  How can CDW claim "100% customer satisfaction" (printed on the partial check return) and not stand behind it, and how can CDW admit mishandling the return but take no responsibility?

Kalamazoo, MI