Complaints

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:07/08/2025

  Type:Customer Service 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.

  2025/07/08 I called customer service with a problem I was having buying a product (Case #: ******* | Reference #: 250709-000438). After the call I get an eMail staing that an account with my eMail address has been opened in my name. I call custome service requesting then to close that account. The first call got dropped. I call again. The person leads me to believe that it will be taken care of. I get an email with a link 'WELCOME TO THE WESTERN DIGITAL DATA REQUEST FORM'. The page is leading me to understand that I need to give them alot more information. The first question is Am I a "customer" or a "Worker, Former worker, Applicant, or Worker-Related Contact". Under that is "The information submitted in this form will be transmitted, processed, and stored by Western Digital in the *** and other countries outside your jurisdiction. Please review the Western Digital Privacy Statement for more information."After this the dropped called me back. Talking to them telling me they can not do any thing about it when they were the ones that did it, got me angry.

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond.

  When a customer contacts ********************** Support, our agents manually create a support case using the customers information. This includes the creation of a basic support profile associated with the email provided, which allows us to track the case and provide consistent service.
  

  In this instance, after assisting the customer with an order issue, a support profile was created as part of standard procedure. Upon request to delete the account, our team provided instructions for submitting a formal data deletion request through our privacy process. This step is necessary to comply with data protection regulations, which require the customer to verify and authorize deletion directly.
  

  At this time, no deletion has been processed, as the required privacy request has not been submitted by the customer. Once received, the request will be handled in accordance with applicable privacy laws and within the required timeline.
  We regret any confusion and appreciate the customers feedback.
  

  Sincerely,
  Western Digital Customer Advocacy Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23573156
  
  I am rejecting this response because:
  

  THis was the eMail sent to me:

  Welcome to Western Digital Global Customer Support.
  A support account has been created for you, the Support page can be accessed with the link below:
  Login to my Account
  Please login and validate your personal details, along with Registered products, Support Case History, Warranty Support, etc.
  Your User Name : *******************************
  Your Email Address : ***********************
  Note: If you have not already created a password, use the 'Forgot Password' link on the login page.

  It does not say 'basic support profile'

  As for the formal data deletion request.  What are these questions you will be asking?  There is only one question are the start.  I ansswer that and then another and then another.  It seems as if you are demanding more of my information.

  If you would send me all the questions.  I will read them and we can go from there.

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 07/11/2025

  We appreciate the customers continued feedback and the opportunity to clarify further.
  

  The email the customer received is part of our standard support process. When a customer contacts ********************** Support or begins a service interaction, a support account is created to allow case tracking, warranty access, and communication history. While the email includes the option to log in and manage details, no marketing communications or unrelated services are enrolled through this profile. We understand that the language in the message may have caused concern, and we appreciate the chance to clarify that this is a support-related account only.
  

  Regarding the data deletion request: Western Digital is required to follow a formal process in line with data protection laws such as the California Consumer Privacy Act (CCPA) and ************ Protection Regulation (GDPR). This process includes a secure identity verification flow, which presents one question at a time to safeguard privacy. The system is designed this way to protect customer data and prevent unauthorized access or deletion.
  

  We understand the customer would like to review the questions in advance. While we are unable to present the form as a single static list, we can confirm the types of information typically requested include:
  

  Whether you are a customer or business contact
  Verification of your identity
  Description of the data request (e.g., deletion, access)
  Confirmation of contact details
  Legal acknowledgment of the request
  

  If the customer would still like to proceed, we are happy to walk them through the request process step by step or offer assistance via our support team. We remain available and committed to addressing their concerns respectfully and within all applicable legal and privacy guidelines.
  

  Sincerely,
  Western Digital Customer Advocacy Team

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23573156
  
  I am rejecting this response because:

  It is not the fact you created a profile of me.  It is the fact you created a portal, by way of an account, to the internet to that profile with out my consent.  If I am correct, the only way to remove this portal is to delete all of my data which holds 'case tracking, warranty access, and communication history'.  So, every time I contact customer service I then have to have all my data removed again?

  You can not produce a list of the qyestions?  How many question is it?

  After teh first eMail where you were talking about a profile where I was talking about an account I checked the eMail thinking that it might be a scam. ********************************************* This eMail address does look like a scam.  You say it is good.

  I will have to fil out the form.  You have put me in a position where that is my only option.

  Must be nice hjiding behind contact forms and answering machines.
  
  *** *****

  Business Response

  Date: 07/15/2025

  We understand your frustration and appreciate you reaching out.

  
  Please note that portal accounts are created automatically by our system when a profile is generated. As we are bound by privacy laws, we are unable to modify or delete these accounts manually.

  
  If you have any concerns regarding your data or privacy, you are welcome to contact our Privacy Team directly at **********************.

  
  Thank you for your understanding.

  Western Digital Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23573156
  
  I am rejecting this response because:
  

  Talks about a profile when my complaint is about an account.

  Can not type the questions from a form.

  What is a "portal account"?
  Must be AI
  
  *** *****

  Business Response

  Date: 07/18/2025

  Thank  you for your response

  Our responses are not AI written.

  Again I would like to apologize for any confusion or frustration this is causing you.

  A profile, an account, an account profile, customer portal account all relate to the account that was created at the time you contacted us.  As previously stated, we are unable to delete your account due to legal restrictions.  All account related concerns, Data Deletion, Access, opt-out, Correct or Do not sell my information must be processed by our Privacy team.  Additionally you mentioned that you had a concern with the privacy form you started to fill out.  As such you will need to contact our Privacy team or our Data Protection officer by emailing *************** or ******************.

  As there is nothing further our support team can do to assist you with your request and we have provided you with a path to the appropriate team who can assist you, we will consider this matter closed.

  Thank you

  Western Digital Advocacy Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23573156
  
  Yes, do not contact me any more.  I have filled the form which deletes all of
  my information because, you can not create a profile with out opening it up to
  the internet.
  Why have you not contacted the Data Protection officer?  This got to the point
  where I have brought in a third party.  Me contacting them removes that third
  party from the issue.
  The form to close my account, after the first question there are a small
  number of questions.  You could not do that.
  All of these responces reads like you are making stuff up as you go.  Even now
  You act like 'customer portal account' was a well used term.
  I only have two options:
  Accept Business Response
  Reject Business Response
  At no point have you made me feel better about dealing with you.  That means I
  reject you response.  Beyond this there is no point for us to contact each other.

  *** *****

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair 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.

  i have a mycloud *** drive. it started causing issues. i was told to send it in whch i did. it took 3 weeks to get a replacement. when i got the replacement, it did not work. i sent that one back and they sent another and guess what, it gave me errors. i dont trust it. i was told i was on my own. then i contacted them again and they are sending me another drive. however, they keep delaying the shipping of the drive. the latest excuse is they having warehouse issues and i was told to wait 1-2 weeks. i am so frustrated with this company it not funny. they refuse to help just keep telling me to call back call back. i keep doing that and keep getting told to call back again.

  Business Response

  Date: 06/30/2025

  Thank you for your email,
  
  We apologize for any inconvenience that this may be causing
  you.  From your incident I see you were contacted
  today with tracking of this unit, tracking number 1Z533WF70100361974.  Our year end fiscal inventory is now completed,
  and this was causing delays with product replacement.
  
  Regarding the multiple replacements, I truly apologize as this
  is not consistent with Western Digital products.  If you encounter issues again, please let us
  know so we can investigate further.
  
  Thank you
  Western Digital Support

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23532949, and find that this resolution is satisfactory to me.  i will wait to see of the replacement drive works.  if it does not i will be in touch in the future. it looks like i may have the drive tomorrow but you never know with shipping times anymore.
  
  
  
  Sincerely,
  
  
  
  Scott Coleman

• Initial Complaint

  Date:06/21/2025

  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.

  I ordered a Sandisk WD_BLACK 8TB SN850X NVMe *** with Heatsink on 5/10/2025 for $658.34 directly from Sandisks official website. The *** didnt come with a s**** (Apparently the motherboard manufacturer needs to provide the screw.). I was unable to get the proper s**** size from the motherboard manufacturer so I decided to return the perfectly new, unused, opened 8TB *** to Sandisk. The return was handled by ***. Sandisk received the package on 5/30/2025 @ 12:41pm by ***** in ********, **, ** via *** proof of delivery. A few days later Sandisk official site still said, Awaiting shipment. After contacting Sandisk support they advised I wait 7-10 days to process the order. It took Sandisk until June 17 just to say, the drive we received does not match the item originally ordered. They provided a picture of a random 2TB SN770 *** I have never seen before. At first I thought they had just mixed up the order with someone elses and asked them to look for the package I sent.This was Sandisks reply, Following our investigation with the relevant team, we discovered that the drive we received does not match the item originally ordered. They were sure I had supposedly sent the 2TB drive, so I asked, for a picture of the packaging label from *** for the package you claim I sent.. I havent heard from them yet. But while looking up the incident on Reddit I found similar stories exactly like mine involving high value 8TB drives being swapped at the return processing center. I have never owned a Sandisk product before and bought my first tower PC ever in April. I would have never expected such blatant theft from a billion dollar business.****************************************************************************************************************************************************************************************************************************** Purchase-Sandisk official website: ***************************************************************************************************************

  Business Response

  Date: 06/23/2025

  Thank you 

  As of February 2025, Western Digital has separated into two independent companies and the support process for your Western Digital and Sandisk branded products may have changed. All Hard Drive products remain with Western Digital, and all SSD and Flash products are now supported by Sandisk.

  Please contact Sandisk for your support request

  Sincerely

  Western Digital

  Customer Answer

  Date: 06/23/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I bought a WD_BLACK 8TB 850X NVMe SSD. Although Western Digital branding is all over the product and packaging, apparently they are completely separate businesses with Sandisk handling SSD support. I bought a Western Digital product, the problem should be resolved through Western Digital.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/25/2025

  We understand your decision to reject the response.

  
  To clarify, this matter relates to a branding license, and with the corporate separation, SanDisk assumed full responsibility for all flash-based products. Based on the attached screenshot showing the purchase (Order #S004887731 dated May 10, 2025), it is clear the item was purchased directly from the SanDisk Store and not Western Digital.

  
  Western Digital no longer maintains any affiliation or contact with SanDisk and is unable to assist or facilitate a resolution regarding this matter.

  
  We recommend reaching out to SanDisk directly at ***************************************** or submitting a complaint through the SanDisk BBB profile.

  
  Thank you.

  Western Digital Team

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair 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.

  I really, really tried to give them a chance but this latest interaction was the last straw. I've had it with ** and their unethical practices.I first ordered a drive and it stopped working as it should. I was asked to send it in for a ***lacement which I did. At first, they claimed that it was inauthentic and refused to send anything back. This, of course, was completely untrue and I question the ethics of receiving an item back from a customer only to keep it and refuse service. There wasn't even any sign that could have suggested this. A company as big as ** shouldn't rely on these questionable tactics to make a profit. After lots of protesting and (only) after I submitted a complaint, they sent me a new one. That one malfunctioned so I got another one which is again acting strange. I had to go through the whole process of sending drives back and forth over months, starting close to 2 years back. After the failure of the third drive, the ** *** did admittedly give me one with more storage. However, another issue. I had never even explicitly asked for a ***lacement and came for troubleshooting.After explaining all of this in my latest correspondence, I asked if they would be able to send the drive first so that I can safely move files in the short bursts that the drive does work. The *** suggested that I needed to call to make the arrangements and pay an additional fee to choose this option. Surely someone with four consecutive failures could, at the very least, have this fee waived. Oh yeah, I forgot to mention that another drive I got also malfunctioned making this four different defects. The second one still works but has its own problems. The decisions made by whoever is in charge are baffling to say the least.I'm honestly not sure what resolution would even help. A ***lacement would probably just fail again. A refund would be great but I predict they will be against this. I am happy to write an amendment to this if they provide a fair resolution.

  Business Response

  Date: 06/06/2025

  This was reviewed internally on May 29 and an exception was made to replace the product

  RMA #**********. The package was shipped via *** with the tracking number 1Z533WF70329726139.

  Customer Answer

  Date: 06/08/2025

  While the hard drive has yet to arrive, WD took the steps to fix this matter and have sent out a replacement. I have faith they will send the device and have accepted the resolution. I have had many, many replacements only for them to become defective. I sincerely hope this will be the last one.
  

• Initial Complaint

  Date:05/17/2025

  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.

  *** ****, an executive at Western Digital promised me extended warranties for my drives, and entered in them to the Western Digital warranty database. He has since left the Western Digital company unfortunately.I believe it's possible this happened in 2015 or 2016 as I have had email conversations with ******************** I have a 4tb drive he helped me with in the past that has been clicking. Drive does not boot up, is seen in bios screen but not in windows.***** graciously offered an extended warranty on the drives he helped me with and I'm wanting to use that warranty he had given me years ago, but since he's left the company I am not able to see that extended warranty any longer as well as customer service is unable to see this. I truthfully no longer have the emails as for some reason they have disappeared from my gmail inbox. Although I have the initial contact emails at February 18th 2016, but unfortunately I no longer have the conversation... I know this looks awkward, but I was honestly provided an extended warranty for the drives ******************** sent me.WD Case (021616-10782736) [ ref:_00DU0Jpn7._500U0R5OiP:ref ] Would you please help me with another drive please? I'd really sincerely appreciate it, as I have not been able to afford new PC parts in many years due to physical and neurological disabilities keeping me from the American workforce and relying on social security income and government healthcare that is consistently attacked in the ***.

  Business Response

  Date: 06/06/2025

  Thank you for bringing this matter to our attention.

  
  We would like to clarify that this appears to be a request for complimentary or free product rather than a support or warranty concern. According to our records, Mr. **** has not been employed by Western Digital since 2019. The maximum warranty period for any of our products is five (5) years. Even in the event that Mr. **** extended a warranty to its maximum duration, if the last documented contact occurred in 2016, any such warranty would have expired by 2021.
  This channel is intended for assisting with active support or warranty issues. For customers inquiring about donations or complimentary products, we encourage them to visit our corporate philanthropy page to learn more about our charitable initiatives and request guidelines:
  ************************************************************************************

  Thank you

  Western Digital CS Team

• Initial Complaint

  Date:04/10/2025

  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 am filing this complaint through the Better Business Bureau regarding a serious issue Ive experienced with one of your productsmy 4TB My Cloud external hard ********* day, completely without warning, the drive stopped working. This failure was not due to any mishandling or damage on my partit simply stopped functioning. I was shocked and extremely disappointed, as I have trusted Western Digital for years and have relied on your products as a professional photographer.Unfortunately, despite my long-standing loyalty to your brand, I received no real support or assistance when I reached out to Western Digital. While I understand that the device is beyond its official warranty period, the nature of the failure and the severity of the lossan entire archive of my professional workwarrants more attention and care than what I was ********** not asking for a refund or a new My Cloud unit. What I am asking for is for Western Digital to assist with recovering the data from the failed drive and transferring it to a replacement external hard drive (not another My Cloud). I believe this is a fair and reasonable request, especially considering that the loss directly affects my livelihood and that the drive failed through no fault of my own.Desired Resolution: Recovery of the data from the failed 4TB My Cloud drive and transfer to a new, non-My Cloud external hard drive, provided by Western Digital.I hope Western Digital will recognize the long-term trust Ive placed in your products and take this opportunity to show that your customer care is as reliable as your technology is known to be.

  Business Response

  Date: 04/22/2025

  To Whom It May Concern,

  Western Digital has reviewed the complaint submitted by Mr. ***** ******* regarding his 4TB My Cloud Home external hard drive.
  Our records show that Mr. ******* contacted our customer support team on January 17, 2024. During that interaction, he reported that the device was appearing offline despite several reboot attempts and power cycles. The support representative reviewed the LED behavior and confirmed that the device displayed a solid white light immediately after reboot, without flashing or transitioning. Based on this behavior, the device was determined to be non-functional. Mr. ******* was advised to seek assistance through one of our authorized data recovery partners.
  The support session ended after a period of inactivity. No further contact was made by Mr. ******** and no follow-up was received. The device was confirmed to be out of warranty at the time of the support request.
  Western Digitals limited warranty covers hardware issues within the warranty period but does not include data recovery or services after the warranty has expired. While we understand the importance of the data Mr. ******* described, we must follow the terms of our warranty policy.
  If the customer chooses to pursue recovery, information about approved data recovery partners remains available on our support website.
  Thank you for the opportunity to respond to this matter.
  

  Sincerely

  **** *. 

• Initial Complaint

  Date:04/07/2025

  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 submitted an RMA request to Western Digital and received Warranty Replacement Number: **********. I shipped the product back within the required return window, and after some delay, Western Digitals site eventually updated to confirm they received the return on February 20, 2025. The returned item was a WDS400T2X0E-00BCA0 with serial number ******************** confirmation that the item was received, the status has remained "Pending Return" and no replacement has been shipped. The tracking section still shows blank, with no carrier or tracking number provided.I have called multiple times, and each time I was told the replacement would be sent. However, nothing has been shipped and no updates have been provided.I am requesting that Western Digital honor their warranty and ship the replacement product immediately.

  Business Response

  Date: 04/22/2025

  To Whom It May Concern,

  Western Digital has reviewed the complaint submitted regarding Warranty Replacement Number ********** for a WDS400T2X0E-00BCA0 solid state drive.

  The product in question is a flash-based storage device. As of October 1, 2024, Western Digital completed a formal corporate separation of its flash and hard drive businesses. In February 2025, this split was finalized, and the two businesses now operate as wholly owned but entirely separate companies. Flash-based products, including the WDS400T2X0E-00BCA0 model, are now managed independently by the flash business unit, formerly associated with SanDisk.

  Because this product is part of the flash portfolio, Western Digital no longer provides support or fulfillment for its warranty or replacement processing. We respectfully advise the customer to contact the ********************** support team directly to request assistance with the *** and fulfillment status. They will be able to review the case, confirm receipt, and coordinate the appropriate next steps regarding the replacement.
  

  We appreciate the opportunity to respond and provide clarification on the company structure. We are confident the SanDisk team will be able to assist further.
  

  Sincerely,

  **** *. 

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair 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.

  Summary of Issue with Western Digital (WD) Warranty Replacement I have been dealing with WD customer support for over three months regarding two defective WD Red Pro 10TB HDDs. Despite multiple support cases, conflicting instructions, and delays, my issue remains unresolved. ** has provided poor documentation, misleading responses, and inconsistent decisions, causing significant frustration and wasted time.Timeline of Key Events:Nov 2024: WD approved an Advanced RMA for my defective drive (Serial: *********. A replacement was sent but was also defective.Dec 2024 - Jan 2025: WD processed additional RMAs, but I continued receiving faulty drives. At one point, they falsely claimed a drive had been altered and denied replacement. Later, they retracted this claim without explanation.Jan 2025: Initially, I requested store credit instead of another replacement due to repeated failures. A senior tech verbally approved this, but ** later denied my request three times (twice via email). After exhausting this option, I reluctantly agreed to another replacement, but only if it was new, not refurbished.Feb 2025: ** claimed my most recent return shipment arrived empty, despite tracking confirming proper shipment. They told me to file a claim with *** instead of resolving the issue themselves, further delaying the process.Serious Concerns with ******** Handling Given that two defective drives were sent to me and one went missing from a sealed return shipment, I believe there are serious quality control issues between WD and **** ** must take responsibility and contact *** directly instead of shifting the burden onto me.Requested Resolution:I am asking for a refund of $25 convienence fee for original RMA claim AND one of the following solutions:1) A NEW WD 10TB Red Pro (not a refurbished model) 2) Store credit equal to the value paid for both of the drives. for the huge inconvenience and delay in a functioning product.3) A cash refund of the same amount.

  Business Response

  Date: 02/26/2025

  To BBB,
  
  Western Digital appreciates the opportunity to respond to ******************* complaint. We regret any inconvenience he has experienced and would like to clarify the steps taken to address his concerns.
  
  Mr. ********* submitted an Advanced RMA in November 2024 for a defective WD Red Pro 10TB HDD. A replacement was sent, but he reported it as defective. Additional RMAs were processed, and while replacements were provided, he reported further issues.Western Digital replaces defective products under warranty with recertified or new units, but replacements are not guaranteed to be new.
  
  Mr. ********* later requested store credit or a refund instead of another replacement. Western Digital does not issue refunds or store credit for third-party purchases, and a representative mistakenly advised that a store credit would be provided. We clarified that we could only offer a replacement drive of equal value and capacity.
  
  In February 2025, Mr.********* returned a defective drive under RMA, but the package was received empty. Since the return was tracked correctly, we filed a *** investigation,which determined the item was lost in transit. Based on this finding, Western Digital issued a Ship-Only RMA to replace the drives without requiring additional returns.
  
  The replacement has been fully processed and resolved. If Mr. ********* has further concerns, we encourage him to contact our support team at *********************** or via live chat or phone.
  
  Sincerely,

  WD Support Escalation Team

   

  Customer Answer

  Date: 03/06/2025

   
  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. additionally, for the record, I have been told the new replacement drive that I clarified is completely new, AKA not a refurbished drive, has been shipped " Based on the Standard RMA # 0065766321, via *** # 1Z533WF70306939416" and the original $25 convenience fee refund has been initiated and will be complete within 7-10 business days.

  Thank you for the help,

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

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair 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.

  I urchased a back up drive SanDisk Professional 2TB G-Drive ArmorATD - Rugged, Durable Portable External Hard Drive HDD, USB-C, USB 3.2 Gen 1 - SDPH81G-002T-GBA1D and it stopped working and ev erything that was backed up on the drive was lost

  Business Response

  Date: 02/26/2025

  To BBB,
  
  Western Digital appreciates the opportunity to respond to ******************** complaint. We regret any inconvenience she has experienced and would like to clarify the steps taken to address her concerns.
  
  Ms. ******** reported an issue with her SanDisk Professional 2TB G-Drive ArmorATD and requested a replacement. Upon review, our support team confirmed that a Non-Return RMA was approved, allowing her to keep the non-functional device in exchange for proof of destruction.
  
  On February 10, 2025, Western Digital shipped a replacement drive via *** (Tracking Number:1Z533WF70317007410). The customer was emailed with the shipment and tracking details.
  
  The replacement has been processed and resolved. If Ms. ******** has further concerns, we encourage her to contact our support team at *********************** or via live chat or phone.
  
  Sincerely,

  WD Support Escalation Team 

  
  

  Customer Answer

  Date: 02/26/2025

   
  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.  It did take way to long for this process and I was not sent a new devise but rather a refurbished one.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a 2TB SSD from them on the 27th of September 2024 and received a defective unit. The return was started on 10/2/2024 using their label and received a confirmation email from them stating the return was received on 10/8/2024. After being redirected back and forth between Western Digital and Sandisk support chats repeatedly for weeks with no refund I was finally told they couldn't locate my return, then finally on 11/13/2024 I received this email update:"Hello ***,Thank you for your time and patience.I understand you wish to get your resolution as soon as possible. I apologize for the delay and inconvenience caused to you. I am here to assist you. Please allow me to inform you that we will initiate a refund for you by the end of the day today. The delay in your refund occurred due to the split in Western Digital and SanDisk. Since, this order was returned right before the split we had some internal issues which caused the delay in your refund."Then another week goes by and I reach back out to them only to find out that they will not actually be refunding me for this product. I even said I would settle for a replacement and they still refuse to help me. I could not find a person that was from the ** to help me it was all overseas support that acted like they didn't care. The absolute worst company I have ever dealt with and will be telling everyone I know to avoid WD and Sandisk products like the plague.

  Business Response

  Date: 02/24/2025

  Thank you for bringing your concern to our attention. After a thorough internal investigation and consultation with the courier, we have received clarification regarding the delivery of your package. It appears that the package was marked as delivered due to the courier confiscating it as fraudulent, which unfortunately prevented the product from reaching our facility.
  
  As the package was not received by us, we regret to inform you that we are unable to proceed with your request for a refund. Since the issue lies outside our support due to the confiscation of the package by the courier, we are unable to provide a resolution and consider this matter closed.
  
  We sincerely apologize for the inconvenience this may have caused and understand how frustrating this situation is. If you require further assistance, we encourage you to reach out directly to the courier for additional support regarding this matter.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22878687
  
  I am rejecting this response because:

  It is unacceptable that such a large and well established company such as WD would have such a horrible customer service architecture. They seemingly are so disorganized that they can neither setup support to work properly on their websites without 5 redirects back and forth until an agent decides to actually take the request, nor can they keep track of a return properly it seems. All this trouble over an item that is not even very expensive and they wouldnt even offer a replacement. At this point its not important to me anymore money wise after they repeatedly lied to cover the fact they lost my return. I will be telling everyone to avoid their products like the plague.

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

  Business Response

  Date: 03/10/2025

  As stated in our prior response. We regret to inform you that we are unable to proceed with your request for a refund. Since the issue lies outside our support due to the confiscation of the package by the courier, we are unable to provide a resolution and consider this matter closed.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22878687
  
  I am rejecting this response because:
  

  I called the courier to confirm and they said the package had been delivered and not "confiscated" as your support has lied to me about for months. *************** that this company would lie and s**** over a customer so aggressively to cover their warehouse making a mistake. Especially over such a cheap item.

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