Holding them to A.
Worst online purchase experience of my life!
Dealing with Western Digital has been the worst online retail experience of my life. Please read my review and decide for yourself if you wish to purchase products from them directly. I placed an order for 4 x 10TB external hard drives through the WD online store. When the package arrived, upon opening only 2 drives were in the parcel. I contacted them to explain the problem and they asked me to provide photographic evidence of the package, invoice and serial no's of the drives in the box which I promptly did. I was asked to wait 7-10 days for them to deal with the issue and refund or replace the missing drives. Whilst not happy to have to wait I reluctantly accepted. After 10 days I had heard nothing from them so contacted them again to be told that they had to investigate the issue with their parcel courier, I explained that I didn't understand why I had to wait for them to resolve internal issues with their logistics provider, I was told that there was nothing they were willing to do until this investigation completed which would be another 7-10 days. After trying my best to get somewhere with this company through their international call centre and following the guidance given by Citizens Advice I established that they have no formal complaint process, no escalation process, no interest in trying to resolve a dispute through an Alternative Dispute Resolution provider. Therefore I was left with no choice but to pursue them through the UK Courts by making a money claim (small claims court claim) as still no refund or replacement or any willingness to correspond with me has been forthcoming. This company have failed to act reasonably, fairly or in accordance with their obligations under the The Consumer Contracts Regulations 2013. Incidentally their terms of sale attempt to run roughshod over these regulations by suggesting that they have no liability for products shipped once handed to their appointed logistics provider, this is completely unenforceable and against the above named act. At least their terms state that "Your statutory rights are not affected", damn right they aren't! With thanks to Citizens advice and after some searching and digging I have been able to get some proper details for issuing/serving court documents in the UK to this company. These are virtually impossible to find on their own website. Companies House Registered Address: Western Digital UK Limited, 6th Floor 65 GRESHAM STREET LONDON EC2V 7NQ UK Head Office Address: Western Digital UK Limited, Hamilton House, Regent Park, Leatherhead, Surrey KT22 7PL I've addressed my claim to their UK Head/CEO: Graham Holmes - Email is firstname.lastname at wdc.com (Trust Pilot filters this sadly) I hope this experience helps others and provides some useful information for anyone in the unfortunate same position as me.