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:12/09/2024

  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.

  Nov 9: I ordered a microsd card and expedited (2 day) shipping Nov 12: *** provides its last update and says it will provide a delivery date "when *** takes possession of the package."Nov 14: I reach out to Sandisk and they offer to refund the shipping, and assure me I should have the card by end of day Nov 15.Nov 18: No card, no update. I reach out to support again. They assure me the matter has been "escalated" to a "dedicated team." They tell me I will have an update in 1 to 2 business days.Nov. 25: No card, no update, though they have refunded the expedited shipping cost. I reach out to support. The support agent ignores my description and all the reference numbers I provide and tells me they will escalate my case to a dedicated team and will refund my shipping cost. I point out they have supposedly escalated it already and refunded the shipping. The agent then tells me that the usual duration for updates and resolution is 8 to 10 business days. I point out it has already been 7 business days, and ask what I can expect to hear then in the next few days. They ignore my question and tell me I will hear in 8 to 10 business days. I ask for clarification and point out again that it has already been 7 buskness days, so ask whether they mean in the next 3 days, or 8 to 10 business days from TODAY. The agent tells me it's the latter. I ask what has been done in the 7 business days that it has supposedly escalated already, and the agent ignores my question. It is at this point I ask to be transferred to a supervisor. They refuse, but ask me if I would like a callback in 24 hours. I point out that they have already failed to provide promised updates and ask if I can speak with a supervisor sooner. They consult and tell me I will hear in 1 to 2 hours, and ask if that's ok. I say yes but note that I am doubtful they will follow through. That period of time has now passed and I have heard nothing, so my next step is to file a complaint here.

  Business Response

  Date: 12/19/2024

  Thank you for providing the details of your case ******** regarding ******* **********. We sincerely apologize for any inconvenience this matter may have caused. **************************************** is dedicated to addressing all customer concerns and is eager to provide a resolution or clarification as soon as possible.
  
  Please rest assured that we are thoroughly reviewing your complaint and are committed to meeting all our warranty obligations. We greatly appreciate your patience and understanding during this process.
  
  

• Initial Complaint

  Date:12/05/2024

  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.

  In February 2024, I purchased a SanDisk 32GB Clip Sport Plus MP3 Player. At the end of September 2024, the device suddenly stopped turning on, which I believe indicates a defect. I filed a warranty claim with the company, and after proving the defect by sending pictures and other information, they approved my claim. They sent me a return label to send back the defective item, along with a promise that I would receive a free replacement in the mail within two weeks of the return.Using their provided *** return label, I sent the device on October 7th, and it was successfully delivered to SanDisk/Western Digital on October 14th.However, nearly a month has passed since then, and I have received no updates! I have repeatedly chatted with their support team, and each time, they "promised" me an update within 24 hours! Unfortunately, these promises have not been fulfilled, and I have not received any information regarding my warranty status since I returned the ********* feels like they simply took back my defective device and then disappeared!

  Business Response

  Date: 12/11/2024

  Thank you for providing the communication for your case ******** for ****** *******, SanDiskl is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Clip Sport Plus MP3 Player for replacement. Our case notes indicate we approved an *** for the product. We sent an approval email to ****** ******* using the email on record and provided further instructions. The defective MP3 player was received on October 14, however due to no product availability for the specific model, the replacement had not yet shipped. According to our records, the replacement shipped on 11/6/24 with the tracking information showing delivery on 11/9/24.We apologize for the delay and inconvenience caused to the customer regarding this matter.

  Customer Answer

  Date: 12/17/2024

   
  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.

  To clarify the situation, my main frustration arose from the representatives continuously "promising" that a replacement would be sent "today!' each time I followed up. They provided numerous false assurances, which became my primary complaint. Although they eventually sent the replacement, this only occurred after I was completely exhausted and disheartened by the repeated empty promises.

  Regardless, the replacement was already received, and the case can be closed.

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

  
  

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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 ordered a 2TB microsd card for 1 days shipping from Sandisk. The product never arrived thanks to poor *** service.The issue on Sandisks part is that they have made it to where I cant file a claim through *** for their missing product. I called and keep getting told to wait for them to send me emails meanwhile theyve already taken my payment and I never received my product. I am not going to pay for a product that I didnt receive especially when extra was paid for faster shipping.

• Initial Complaint

  Date:09/30/2024

  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 purchased two USB Type-C (SanDisk 1TB Ultra Dual Drive Luxe USB Type-C - SDDDC4-1T00-G46, Silver) from ****** on May 26th, 2024. Since purchase, the device overheats after less than a minute of being plugged into any device. It does not work as advertised. The overheating causes the device to transfer files extremely slowly.Attempts to Resolve:I contacted ****** on May 29th and I was advised to return the flash drive for a replacement. I followed these instructions and sent the item back. However, the replacement item has the exact same issue with overheating and does not work as advertised.Desired Outcome:I would like a full refund for the faulty product, as I am no longer interested in a replacement.Thank you for your attention to this matter. I hope for a prompt resolution.Sincerely,******* ***

  Business Response

  Date: 10/02/2024

  We are writing to provide an update regarding case number ********, concerning ******* *** who purchased two SanDisk 1TB Dual-Flash Drives.
  
  The customer reported that the all-metal, ****** flash drives feel warm or hot to the touch after use. We have informed them that this is a common characteristic of the product. To address their concerns, we offered to replace the drives with the same model in a black-plastic housing, which does not exhibit the same behavior. Unfortunately, the customer declined this offer and further assistance.
  
  Additionally, the customer is seeking a refund for their purchase from S&D Exchange, which is not an authorized vendor of ours. As the manufacturer, we do not process refunds for purchases made through third-party retailers. We recommend that the customer contact S&D Exchange directly to resolve their refund request.
  
  For customer satisfaction, we remain open to replacing the two all-metal drives with the black-plastic version, provided the customer returns both products in unaltered and undamaged condition. This return will allow us to conduct a Failure Analysis report.
  
  The customer, ******* ***, can reach us directly at ************** and should reference incident number: 241003-000522 for any further inquiries.
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  I can not believe you colluded with ****** to scam people that is a terrible Business Practice

  Business Response

  Date: 09/12/2024

  Thank you for providing the communication for your case 22211808 for Brian Kreis, SanDisk is eager to provide a resolution or clarification for all customer concerns.
  
  The case number 22211808 contains images showing the customer purchased two non-SanDisk products. The product is listed as a “Lenovo 2TB USB Flash Drive”. Please direct the customer to the correct manufacturer for assistance. Based on the images provided, we recommend the customer return to the point of purchase to initiate a return for a full refund.
  
  To purchase genuine SanDisk products, we recommend visiting our business website (https://www.westerndigital.com/company/distributors) for a list of retailers and authorized online vendors.

   

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22211808
  
  I am rejecting this response because:
  
  Sincerely,
  
  Brian Kreis

  Customer Answer

  Date: 10/01/2024

  Because they are allowing company to use to there products to scam people out of their hard earned doller 

  Business Response

  Date: 10/02/2024

  Please refer to initial response on 9/12

  ----------------------------------------

  Thank you for providing the communication for your case 22211808 for Brian Kreis, SanDisk is eager to provide a resolution or clarification for all customer concerns.
  
  The case number 22211808 contains images showing the customer purchased two non-SanDisk products. The product is listed as a “Lenovo 2TB USB Flash Drive”. Please direct the customer to the correct manufacturer for assistance. Based on the images provided, we recommend the customer return to the point of purchase to initiate a return for a full refund.
  
  To purchase genuine SanDisk products, we recommend visiting our business website (https://www.westerndigital.com/company/distributors) for a list of retailers and authorized online vendors.

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22211808, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Brian Kreis

• Initial Complaint

  Date:07/21/2024

  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.

  In june 7 2024 i sent my sandisk extreme pro 4 TB for replacement it broke under warranty i send it to the service center for replacement sent via **** **********************, up to now july 12 2024 i have not received anything back i have contacted costumer service more than 7 times via email chat and phone and the only thing they tell me is that they are investigating, Im tired of waiting i use this for my work its very important to me. its been more than a month and nothing has been sent to me. Case #: ******* Reference #: 240607-000579

  Business Response

  Date: 07/25/2024

  Thank you for providing the communication for your case ******** for ***************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  We are currently investigating the issue concerning the customers warranty claim to understand the cause for delay. We apologize for any inconvenience this situation may have caused.
  
  We are committed to resolving this issue as quickly as possible and will keep the customer updated on our progress.
  
  If *************************** wishes to discuss this further, customer can contact us directly by calling WD Support at **************
  
  

  Customer Answer

  Date: 08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  Bought a micro sd card from this company. The card and/or their application Is defective. I've spent hours on the phone with their technicians trying to get it to work. Still nothing. I asked for a refund and now they are ignoring me. Researched the Web and found out that alot of other customers are having the exact same issues.

  Business Response

  Date: 07/15/2024

  Thank you for providing the communication for your case ******** for ***********************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** microSD memory card for replacement. Our case notes indicate the product was purchased from a nonauthorized vendor. For customer satisfaction we approved an RMA for the product. We sent an approval email to *********************** using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return.
  
  When the original product is returned, physically inspected, and verified for authenticity, we will help provide a replacement product.
  
  

  Customer Answer

  Date: 07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/02/2024

  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.

  So bought an SanDisk ibi, the Smart Photo Manager for Organizing and Sharing 6 years after the system is developed and deployed they are shutting down being able to use it to ummm store and organize media and they are taking away remote access so now i have two devices that literally become useless if they make a mistake and need to be reconnected to wifi or if my network name changes... why is that ok? With no tool to use the devices at all they are even purposely creating e-waste. False advertisement and data theft seems like thing companies shouldnt be allowed to do... then the fact that they are junking potentially millions of devices. Its shameful all around. Now i was offered a hard drive so i could try to transfer data but only if i have an invoice for one that my parent's bought for me as a gift... which duh i dont have but either way since they are hamstringing everything about hte device seem like a 3 tb hard drive for that data on all 3 of mine is a more then fair solution what they should be force to do is buy 3 tb of online storage indefinitely so i can access it remotely like the device provides. I did provide invoice for my original purchase but the ones my parents gave me as gifts i have no such information. This appears to be solely motivated the cost to protect their system from cyber attacks Non of their advertisements or features content in reviews listed any expiration date...Seems like i should get 3 1tb usb hard drives or 1 at least 3 tb usb hard drive so my data isnt stolen from me based on them shutting an app down would be fair. ************************************************************************************************************************.

  Business Response

  Date: 07/11/2024

  Thank you for providing the communication for your case ******** for *******************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer is concern that their ********************** ibi 1TB Smart Photo Manager storage device has reached its end of support. As a reminder, based on the product support lifecycle starting August 31, 2024, there will be no software updates to the ibi devices, Android and iOS mobile apps, and web app. After August 31, 2024, your device(s) will no longer have remote access, receive security updates, or be eligible for technical support. As a result, you will only be able to access your device(s) and content locally, if local access is enabled before August 31, 2024. If you are still using your ibi device(s), you can continue to access it using the mobile and web apps until that date. However, when there are changes in the operating system and services that ibi integrates with, product features might stop working and will no longer be supported. Your data will still be accessible on your device(s) if local access is enabled before August 31, 2024.
  
  End Of Support and Service for ibi: ***************************************************************;
  
  If ******************* wishes to discuss this further, customer can contact us directly by calling SanDisk Support at **************
  
  

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21934151
  
  I am rejecting this response because:
  No remedy given. The problem is a direct response from the company being hacked nothing else. They are worried about liability. This didn't give them cause to restrict access to features promised on advertising. It states it's a reply for online storage. To be a real replacement it would have to work on going. This a a shady form letter joke response. Drafted no doubt by lawyers more interested in liability from their breeches rather then caring about how customers should be treated. Wd messed up **********************. The near monopoly on storage seems to be creating problems already...
  Sincerely,
  
  *******************

  Business Response

  Date: 07/25/2024

  We understand your concern regarding the end of support for your storage device.
  
  As previously communicated, the device has reached its end of support as of August 31, 2024. This means that there will be no further software updates, remote access, or technical support available. The device will only be accessible locally, assuming local access was enabled before the end date.
  
  For more details, please visit our End Of Support and Service page here: **********************************************************
  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21934151
  
  I am rejecting this response because:
  You sold a device as a replacement for online storage. It might be ok if you left local control set up but you are essentially bricking these. All because you want to save money for securing you it info structure. You bought sandisk you should stand behind the products it made not s**** everyone who bought one. Your saving money shouldn't come at the expense of customers who were promised the world then had it taken away because you an computer storage company can't secure. Gotta wonder if your best monopoly on hard drives had given you the confidence to s**** everyone with a my net or sandisk ibi since there's no competition doing the same any more since you bought them. Stems like you bought most the industry to avoid having to actually compete. Either way if you are going to cripple the device why not through a respectable nas os and make the app a general nas control app? There is even open source software to help your team learn to do it.  Make the usb port a set up. Maybe make it so standard usb is and to change settings or at least allow Ethernet connection through the usb to work as a back up to connect and change WiFi. Your are crippling the device at expense of customer it security. Luckily any changes that lead to losed data or breaches you **** full responsibility for right?
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  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.

  I bought a 512GB flash drive last year and tried to play videos on my smart Tv and everything skips and the files doesnt play consistently. I tried formatting the drive and loaded videos on it again and the same thing. They make is so hard to return the item. I took a picture and sent in the serial number of the flash drive. I talked with an agent from overseas and I could hardly understand him.

  Business Response

  Date: 06/17/2024

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the ********************** complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Ultra Luxe Flash Drive for replacement. Our case notes indicate we sent an email to ************************* using the email on record on Wednesday, February 14, 2024 asking for proof of purchase and front and back photos of the product for validation. Unfortunately, the customer did not reply to our email communication and their support case was closed. SanDisk support center will reach out to the customer again to provide help validating their product to determine the products warranty period.
  
  If ************************* wishes to discuss this further, customer can contact us directly by calling SanDisk Support at **************
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  Purchased a SanDisk Extreme Portable SSD from Amazon in 9/2021. Drive died within warranty in 3/2023. I reached out and received an ***. Sent the drive to them on 3/29/23. Haven't received any drive back from them. They claim they "[are] currently experiencing a service outage due to which we are unable to create a warranty replacement. We are working to restore service, once the outage is cleared, we will surely create a warranty replacement for the drive. I would request you to allow us some time." I have allowed them a week and haven't been updated. It's been almost a month since the *** and I have no drive. I can't reply to their message because their support system is locked behind an account that claims I don't have the right password, and trying to reset the password doesn't work, as the system immediately tells me the "link expired' and that I need to request another one. I have requested another one several times and it never sends. I don't have time to play games with this company and I want another drive from them, as I haven't been refunded and am owed one since their drive they sold me was clearly defective enough to issue an ***.

  Business Response

  Date: 05/11/2023

  Thank you for providing the communication for your case ******** for *************************, Western Digital is eager to provide a resolution or clarification for all customer concerns. We are committed to meeting all our warranty obligations to our customers. In review of the Better Business Bureau complaint, we did locate a case for the customer that is clearly documented.
  
  The case number ******** indicates the customer wanted to return their ********************** Extreme Portable SSD 1TB external storage device for replacement. Our case notes indicate we approved an RMA for the product. We sent an approval email to ************************* using the email on record. We provided instructions on how to return the product and a *** shipping label to facilitate the return. We shipped a replacement product to the customer on Saturday, May 6, 2023. We apologize for the delay and inconvenience caused to the customer.
  
  If ************************* wishes to discuss this further, customer can contact ** directly by calling WD Support at **************