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:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a warranty return to Western Digital under RMA #********** for two failed 20TB hard drives (total value $637.48). The return package **** Tracking #1ZXX25049091566137) was delivered to their Calexico, CA warehouse on June 3, 2025, and signed for by an employee named *****.Western Digital states that replacements are shipped within 57 business days of receipt. It is now June 20, and I have received no replacement, tracking number, or definitive timeline.I have contacted support at least four times via live chat. Each time I was told the same thing: the case is being escalated, shared internally, or held up due to stock shortage. I was last told on June ************************************************ hear back within 12 days. I have not heard anything since.Every time I reach out, Im met with scripted apologies but no action or accountability. Ive repeatedly asked to speak with a supervisor or department head, but no one with actual authority has ever followed ***** this point, Im simply asking Western Digital to:1.Fulfill their warranty obligation by shipping my replacement drives (or verified equivalent).2.Provide a clear and verifiable shipping timeline or escalation contact.This delay has caused significant disruption to my NAS-based backup system, and the company has failed to follow through on their published RMA policy or provide meaningful customer support.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, a year ago i purchased 4 Western Digital 20 Terabyte Red Pro series Hard drives. These drives come with a 5-year warranty. On May 7th, 2025, one of the drives failed. I immediately opened up a warranty replacement claim. For context these drives are used in a raid array. This takes the 4 drives and combines them into a single storage pool, using 3 of them to store data and one drive for failure tolerance to prevent data loss if one drive fails. So now my storage array is on the edge of total data loss if another drive fails. I filed the *** claim and selected a PAID service for advanced replacement ($25) and was misled to pay for an expedited shipping ($15). Turns out the shipping is return shipping, not the method to have the replacement delivered. Now this is an urgent situation, so a fast turnaround on this process is important. Near the end of business the next day the replacement had not been shipped. I reached out to chat support and was told that processing could take 2-3 business days. (this is where i learned i was misled on the shipping as i thought the drive would have been immediately shipped to me). I was unhappy but they insisted i wait for them to process the **** I waited until after the weekend, on Monday May 12th and reached out to support again. This is when i learned they had not been telling me the whole truth, they didn't ship a replacement because they didnt have any in stock. Now again this is a sensitive situation, they should have immediately stepped up to the next available product and shipped it but they didn't. Even after pressing them it then had to be "approved" but they assured me it would be sent. 2 more days pass, nothing. I reached out again and was told they needed 2-3 more days for processing. As of now Friday may 16th, 9 days after filing my warranty claim, nothing is shipped. They are being dishonest, not properly honoring warranty, and not keeping the customers best interest in mind.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 WD 6TB My Passport, Portable External Hard Drives from ****** on February 13, 2025. I use one of them frequently, the other, as needed. When I'm not using them, they are both in their hard cases. Neither has been dropped or damaged. By March 14th, the one that hasn't been used even 5 times stopped working (the device wasn't recognized by Windows). I performed all the troubleshooting steps before calling tech support, including trying the device on a different computer. When I finally did call tech support, the CS agent went through the same exact steps I tried previously, only for me to be told that the device is faulty. Even though it's under warranty, I was told that I would have to pay out of my own pocket to see if my data could be recovered (there's no guarantee that it can be recovered). Of note, the cost of the product on Western Digital's website (*****************************************************************************************************************) is the same as the price on ********** (**************************************************************************************). The HUGE difference is Western Digital includes a 2-year data recovery plan for FREE on the website. This should have been included on ******, as well. As such, I feel it is only right and fair, that Western Digital cover the cost for data recovery for my ********* makes me wonder why the ****** reviews are so much better than on the actual manufacturer's website, which are a lot worse. This product was a huge disappointment, as was my customer service experience.

  Customer Answer

  Date: 03/18/2025

  ***THIS IS AN ADDITION TO MY CURRENT Complaint ID: *********** As I noted back on March 14, 2025, purchased 2 WD 6TB My Passport, Portable External Hard Drives from ****** on February 13, 2025. One of them I used one of them frequently, the other, as needed. When was not using them, they were both in their hard cases. Neither had been dropped or damaged. By March 14th, the one that hadn't been used even 5 times stopped working (the device wasn't recognized by Windows). I performed all the troubleshooting steps before calling tech support, including trying the device on a different computer. When I finally did call tech support, the CS agent went through the same exact steps I tried previously, only for me to be told that the device is faulty. Even though it's under warranty, I was told that I would have to pay out of my own pocket to see if my data could be recovered (there's no guarantee that it can be recovered). Of note, the cost of the product on Western Digital's website (*****************************************************************************************************************) is the same as the price on ********** (******************************************************************************************). The HUGE difference is Western Digital includes a 2-year data recovery plan for FREE on the website. This should have been included on ******, as well. As such, I feel it is only right and fair, that Western Digital cover the cost for data recovery for my device. It makes me wonder why the ****** reviews are so much better than on the actual manufacturer's website, which are a lot worse. Both products were a huge disappointment, as was my customer service experience. ***AS OF THIS MORNING, March 18, 2025, the second drive has also stopped working. I would like for Western Digital to pay the fees for data recovery for both products and the honor the warranties for replacement of the external drives.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a network storage device in 2021, but now the company is discontinuing its app functionality, rendering the device unusable as network storage. The company has refused my request to replace the product with a new one since it is out of warranty. I bought this device specifically for its network storage feature. However, the company is discontinuing support for this product, the *** storage (1 TB in size). I kindly request a replacement for a similar product.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 laptop at my local BestBuy store that came with Western Digital storage product inside(SSD drive). Drive failed before warranty expired.I cannot submit warranty claim on a company website because of some unknown to me reason. I attached message screenshot to this inquiry.Based on my research it is not a new issue and many people experience it. To me it doesn't seem like Western Digital cares about its customers and honoring a warranty thru creating extra hurdles to submit a warranty claim. Serial number of a product ************. It states on company website that product comes with 5 year warranty.

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dear BBB, I placed an order of WD_BLACK SN850X NVMe SSD Gaming Storage 4TB without Heatsink on 4/10/24. Order #**********. I requested to cancel the order on 4/15/24 because they haven't make the shipment. I was told that they are unable to cancel the order at this time since they already create the shipping label on 4/12/24. They instructed me to wait and returned it back to *** after they make the delivery. I did not open the package returned as original back to *** right after the delivery. Tracking Number 1ZE953609030997183 They received package on 4/19/24. Confirmed with their customer service, and I was told to wait. I haven't received the refund within 10 days, and emailed them on 4/29/24. First they declined that they received the package. And they admit they got it after I show them the proof of the delivery. They told me "As per our return policy, it typically takes 7-10 business days for the credit to appear in your account once we receive the returned item. The credit will be issued to the original payment method or credit card used for the purchase." I wait for another 10 days and there's no refunds back to my account. Emailed them again and got a reply on 5/17 we currently working diligently to resolve your refund inquiry as quickly as possible. nothing happens after that and emailed them on 5/29/24, they emailed me back on 5/31/24 said that my order was returned to Best Buy due to a discrepancy in the model number of the product. As a result, we are unable to issue a refund." I can't believe they were playing and cheating on their loyal customer. I emailed ********************** over a month without resolution, and every time when I asking them will get different excuses for the delay of my refund. It has been 43 days after they received the returned package.If you reach them here is Incident #******-000986

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 sent in a drive for replacement and was told my replacement would originally ship out within one week time frame. It did not. I contacted the company and they told me ONCE RECEIVED it would ship out. I then contacted them as it had been received and they then changed the time frame to 2-3 days AFTER received. I requested a manager as I was also told it would be 10 days AFTER processing and was never told this before. Now a supervisor told me he would get this all expedited to have them process it quicker and expedite shipping and contact me on 5/23 telling me this was done. No contact was made. Called in on the 24th and they are saying this is still delayed and then it will still be 5-10 days after shipped. Agent escalated this to a supervisor who states this is still on hold. I want my money back or a brand new drive. I am tired of being lied to on time frame and told something different every call and also not receiving a call back from management. Case number is *******

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear ***,I hope this message finds you well. I am writing to express my deep disappointment and frustration with Western Digital, a company renowned for its data storage solutions.Approximately 2 mouths ago, I purchased a Western Digital drive from online for $70. Unfortunately, upon attempting to use the drive, I encountered significant issues. Despite being under warranty, Western Digital has refused to repair or replace the defective product.The drive's serial number is ************, and its malfunction has caused me considerable inconvenience and financial loss. As a consumer who relies heavily on dependable storage solutions, this experience has been extremely disheartening.I have made numerous attempts to contact Western Digital's customer support team, but to no avail. The lack of assistance and accountability from the company is unacceptable, especially considering the significant investment I made in their product.I urge the *** to investigate this matter further and shed light on Western Digital's failure to honor its warranty commitments and provide adequate customer support. Additionally, I hope that by bringing attention to this issue, other consumers can be spared from similar experiences in the future.Thank you for your attention to this matter. I eagerly await your response and any assistance you can provide in resolving this issue.Sincerely,*****

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made three purchases WD digital on Feb 10, 2024. The first purchase with the order number ********** worth $688.96. The second purchase with the order number ********** worth $233.19. The third purchase with the order number ********** worth $233.19. I returned these items with their original packages within 30 days. But WD declined my return stating that these items were not from them and should be from BestBuy. I didn't purchase any hard drive in the same brands from BestBuy. Besides, I didn't even open the original packages of the hard drives and returned the exactly same items without any damages to the packages. I also took photos of the returned items in the return boxes and provided them with WD digital. But they can't provide any evidences to support their statement of wrong items sent to them. And they shipped back the items that were opened and has much less values than the ones I originally returned back. I contacted WD digital multiple times but they kept asking me to contact BestBuy. But I can't contact BestBuy because I didn't even buy from them. It is impossible for me to ask BestBuy to do anything.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 brought it June 26 2023 I paid $100 through ******* Reached out regarding shipping a replacement but tracking number is invalid. Have already purchased another drive since then, no longer need the one that is lost in translation. Unable to contact name listed on invoice.