Complaints

This profile includes complaints for Stanley Black & Decker, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Stanley Black & Decker, Inc. has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Stanley Black & Decker, Inc.

  1000 Stanley Dr New Britain, CT 06053-1675

• 

  Stanley Black & Decker, Inc.

  11477 Page Service Dr Saint Louis, MO 63146-3529

• 

  Stanley Black and Decker, Inc.

  8935 N Pointe Executive Park Dr Ste 100 Huntersville, NC 28078-4857

• 

  Stanley Black & Decker Canada Corporation

  6275 Millcreek Dr Mississauga, ON L5N 7K6

• 

  Stanley Black & Decker, Inc.

  8935 N Pt Exec Pk Dr Ste 100 Huntersville, NC 28078-4857

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:09/16/2022

  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.

  The complaint concerns the refusal to honor the warranty on a ********* riding electric lawn mower The mower was built by *** ********, which company was recently acquired by Stanley, Black and Decker. My mower has been in a repair shop, R***** ***** ****** ******* ************* **.; for eight weeks. This is a repair shop *** ******** referred me to and they have tried to work with the *** ******** engineering department to repair the mower. *** just keeps stalling, delaying, making excuses and claim they can't decide what is wrong with the mower. I have given up hope of the mower ever being repaired and could never trust them to provide any needed customer service in the future. This has cost me hundreds of dollars for lawn mowing while waiting and it would be just as well to no longer have this mower.

  Business Response

  Date: 09/26/2022

  Unit was tested, is fully operative, and it was returned to the customer.

  Customer Answer

  Date: 09/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Getting the mower back does not address the issue, which is my concern that I can never count on this company honoring my warranty or otherwise providing customer support when needed in the future.  Thus, I want the company to buy the mower back'

  1) it was in the repair shop from Aug.2 until Sept. 13 and they were very uncooperative with the the shop, always stalling and asking for new test; saying they could not figure out what was wrong.  Finally, the shop took the advice of a distributor, purchased a new key control from them.  This fixed the problem.  *** engineering department could never figure this out, or so they said.  2) Prior to this, the mower was not working for a long period of time and I tried repeatedly to get meaningful help. I was left on hold, passed aroung from one phone # to another and no one seemed to know anything about this mower.  I know I had case #***************** and ******** plus some I did not keep track of.  I was without a mower for over 2 months and spent Hundreds to have others mow.  3) The repairshop had not been paid for the warranty work last I heard and he wAs concerned. I may end up having to pay for the this.

  Again, the customer service is so undependable, that I want them to take the product back

  Sincerely,

  *** ********

  Business Response

  Date: 10/05/2022

  We believe that we met the obligations of the warranty for this product.  We will
  ensure that the customer is not charged for the warranty-related service, and
  the warranty period will be extended by the time the customer was without the
  product.
  
  

  Customer Answer

  Date: 10/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This does not give me the confidence in the company being able to provide prompt warranty service in the future and adding two months to the warranty period means little.
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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.

  StanleyBLACK&DECKER Customer NO. ********. ******** *****r:
  
  In early 2021 I placed an order with StanleyBlack&Decker for some file locker lettering. The item was not sent but I was invoiced $39.95 monthly for about 6 months. I repeatedly phoned their customer service reps at. ###-###-####; and ###-###-####; and###-###-####. Infrequently I made a connection at one of the numbers but received no help in getting my shipment. I finally paid the bill to make them go away but I continued to receive the invoices, and no product. Finally one representative on the phone told me she found my order, saw that the item had not been sent and that I had paid them the $39.95 The order was then sent and was correct. At this time I started receiving statements showing I had a $-39.95 billing. I have received that 'credit' billing for the past year until this month when I received an invoice for $-79.90. Over the past year I have made over 20 phone calls to the above numbers but have been unable to resolve this issue. All of my phone calls have been answered 'overseas' and communication has been difficult; polite but ineffective, and of very poor sound quality.
  I have received the product I ordered, and have paid
  SB&D the amount they invoiced me but they keep credit invoicing me, and now the credit amount has doubled this month. I have no idea what they are doing and their customer service service can't resolve it. Please help.
  Thank You, ******** *****r

  Business Response

  Date: 09/21/2022

  A refund check to the customer is being processed, and it will be mailed to the customer within approximately two (2) weeks.

• Initial Complaint

  Date:09/12/2022

  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.

  Hi,
  
  I purchased a Black and Decker Air conditioner which broke in under a year. According to their warranty (link below and attahced), I am entitled to a replacement or fixed air conditioner.
  h*****************************************************
  
  I called them to claim the warranty and they sent me a shipping label to return the product. I returned the product which they indicated they received on June 30th. They indicated a new one would be sent out in 2-3 weeks (in email i attached).
  
  It's now 11 weeks later, and I still have not received the Air conditioner all the way through the summer. I've called them almost every week waiting over an hour on hold most times. Every time they indicated they've "Escalated" it and tell me to call back at the end of the week, and that they will not refund me either. Since they would not refund me, I could not purchase another unit. I could easily go online and buy a new unit FROM BLACK + DECKER which would arrive in ~2 days so it's extremely unreasonable that they have not replaced my product and also have not refunded me.
  
  I paid for the unit, and I've now returned it to them so there's no way for me to try and recoup my funds or fix the unit or sell it to try and get something from it. So no I neither have the money spent on the unit nor the unit.

  Business Response

  Date: 09/22/2022

  The licensed partner shipped a new unit to the customer, and it was delivered to the customer on 9/21/2022.  

  Customer Answer

  Date: 09/22/2022

  
  
  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:08/31/2022

  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.

  Paid 734.19 on Feb. 18, 2022 thru ******* for a new air conditioner. It was shipped on Feb. 28, 2022. Did not discover it was unable to function properly until July. On July 12 was asked by B & D to send the label on unit, the plug of the unit and our address. The notice stated “it may take 2 -3 weeks upon receiving your item for a replacement item to be processed and shipped.”
  B & D received said plug et al on July 27, 2022. Date as of today is August 30. No item has been shipped nor has the claim been processed at all according to B & D employee. I stated I wanted my money back in email correspondence. It has been refused and now they say oh it is ****** you are in. It will take another 4 weeks to process the replacement. I bought the a/c unit because of company coming this year and because temperatures are rising consistently in our part of the country. I have had to suffer in this heat…my company has had to suffer in this heat and the situation is intolerable. We are all seniors with active health problems. Our health is being endangered…record numbers of heat related deaths are occurring due to this “new” trend in the weather and we are not appreciating the utter futility of buying an useless a/c unit. I would not have bought the unit had I known in the first place that it was made by B&D which has once again proved it is deserving of their bad reputation. Can you please help me to get my 734.19 Canadian refunded so that I may purchase a machine as it does not appear that this company is going to honour their product. We are in another “heat wave” as I write this, I have more company arriving today and the machine has been completely useless for this entire summer. Thank you for whatever assistance you can give us.

  Business Response

  Date: 09/19/2022

  The customer has been sent a replacement via our licensed
  partner. The unit has shipped and is scheduled for delivery to the customer the week of Sep. 20, 2022.

  Customer Answer

  Date: 09/22/2022

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

  Black and decker has sent an air conditioner. The complaint is resolved. Thank you very much for your help.

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

• Initial Complaint

  Date:08/16/2022

  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 reached out to Stanley tools to get to 2 rachet wrenches replaced under the lifetime warranty. I was told I would receive a email that day and would have both sent out to me with in a week. I have called and emailed several times and I'm not getting any response back from the company. I just want my tools replaced or refunded under their life time warranty. The first one is a 89-818 3/8 rachet wrench and the second one is a 1/2 rachet wrench 86-400. I bought them because I thought they would stand behind their tools and apparently they're not wanting to help or work with me with the replacement or refund.

  Business Response

  Date: 08/29/2022

  Replacement unit sent to the customer, delivered on 8/26/22.

  Customer Answer

  Date: 08/30/2022

  
  
  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:08/10/2022

  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.

  To whom it may concern,
  
  I am requesting a refund for today's purchase price of $599.00 for my ****** *** *** Miter Saw due to a recent safety recall. I experienced the failure the recall addresses and I am lucky that I was not injured. When I spoke to the ****** customer service representative today I was told that I would not be able to receive a refund unless I was able to produce a receipt. I am absolutely certain that I purchased the saw however, I no longer have my receipt. Additionally, I am not comfortable repairing or taking the saw to be repaired.
  
  The saw is listed for $599.00 on the *********** site:
  
  ******************************************************************************************************************************************************************************************************************* 
  
  
  Thank you for your assistance.
  
  Respectfully,
  
  -***

  Business Response

  Date: 08/23/2022

  It is our understanding that the customer resolved this issue through the retailer.

• Initial Complaint

  Date:08/08/2022

  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 craftsman Hammer drills set that included a battery and charger* *******. THIS DRILL IS JUNK and broke while being used for very casual household repairs. This drill should not even be sold to the public.Stanley Black & Decker is purposely taking advantaeg of the public by selling JUNK under what was once a house hold name and not honoring their warrenty. The drill came with a 3 year warrenty. I emailed Stanley Black & Decker and opened a case. I first spoke with Gyscar E****** ***** ****,request (*******) who asked me to send him the information on the drill. I promptly sent him pictures and the information. I got the following response..." ********************************** The recipient's mailbox is full and can't accept messages now. Please try resending your message later* or contact the recipient directly."
  I promptly email back and got Ana C******** request (4920173). I had to resend everything to her. Again* I got the following message..."**********************************
  The recipient's mailbox is full and can't accept messages now. Please try resending your message later* or contact the recipient directly." After sending the request for the third time* Ana lied to me with the response "Jul 13* 2022* 12:30 EDT
  
  Hello ******,
  
  Thank you for providing the information requested.
  
  I have placed a replacement order for you. Please allow up to 2 weeks for it to arrive."
  
  I waited 2 weeks and nothing arrived. I emailed to inquire about my replacement Drill and Ana was no longer available. I had to repeat the same process with David S******* G**** request (*******). I then asked for a supervisor* after a lot of push back from Stanley Black & Decker* I got through to
  Peter (SBD Agent Support) ******* who lied to me and assured me that a drill was on it's way and he would personally monitor my situation. That was the last email I received form Peter and he refuses to respond to any more of my emails despite multiple attemps to reach him.

  Business Response

  Date: 08/17/2022

  The
  customer was sent a new hammer drill kit *******C2* and it was delivered on 8/16/22.
  

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Their Futile attempt at Public Relations does not change the facts in this matter. The drill is Junk* it failed under normal household use. The initial warrante claim was made 7/13/22. I had to speak with 5 different customer service people. Their email failed twice from being overwhelmed with claims. I never spoke with the same person twice despite mutilple attempts to each person to reach out* they ignored me. I was promised that my new drill would arrive on July 27th and in a desperate attenpt to save face* they want to send a response that my drill arrived today 8/17/22.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/03/2022

  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 purchased a Black and Decker Battery operated lawn mower in September 2021. It has been working fine for the 8 times I used it and then it suddenly stopped working this late Spring of 2022. As the 30 days return period was over I could not return it, so I called Black and Decker and they asked me to handover the mower to authorized repair shop near me which is "The Tool Doctor" Kitchener. So I handed over the mower and the receipt of purchase so that they can repair free under the warranty. It has been almost 2 months since I handed over the lawn mower to Black and Decker authorized service. Whenever I call they say they ordered parts and is waiting for Black and Decker to send them. It has been 2 months since I have mowed the lawn and without the mower, I might get a fine from the city.
  
  So if Black and Decker can send the parts to the authorized retailers, then they can repair my lawn mower. I am requesting Black and Decker to honour the warranty and repair my lawn mower. I have attached the purchase receipt for proof.

  Business Response

  Date: 08/22/2022

  
  
  

  A replacement lawn mower was delivered to the customer on Aug. 18, 2022.

  
  
  
  

  Customer Answer

  Date: 08/22/2022

  
  
  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:08/02/2022

  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.

  The control handle has stopped responding. Therefore the lawnmower only goes in circles. I’ve reached out to lowes and craftsman several times regarding this issue. Craftsman gave me 2 options where the lawnmower would be able to be serviced. However neither location can service the product. I want a new lawnmower or they can take this product back and refund me completely. It shouldn’t be this difficult to get a warranty repair. This company refuse to accept their warranty issues. Customer service is terrible.. 2 hour hold time to be passed around and hold again.

  Business Response

  Date: 08/17/2022

  The warranty requires that the unit be taken to an Authorized
  Service Center for repair or replacement of parts found to be defective in material
  or workmanship.  The customer may contact an authorized service center to have them inspect and
  repair the unit according to the warranty conditions.

• Initial Complaint

  Date:08/02/2022

  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.

  Late last year a bought a 20-v Black and Decker trimmer from **** *****. Unfortunately, the battery life fully charged would last at most 15 min. I kindly asked Black and Decker and they instead sent me a new 20-v trimmer whose spool came loose the first time I used it. I was unable to fix either issues I was having with both, so Black and Decker requested that I send them back. In the meantime, Black and Decker sent me a 40-v version with two batteries (one as a back-up).
  
  After I assembled the 40-v trimmer and charged the battery, I found that it didn't work. I made sure to go over the instructions carefully to make sure that there was nothing that I had overlooked, and regretfully the trimmer still didn't work at all. I informed Black and Decker, and instead of offering to have me send back the faulty equipment, they directed me to a nearby service center. They were quick to note, however, that they wouldn't be covering any costs for repairs if the service center identified a particular issue.
  
  As a consumer, I'm really irritated and frustrated that after three attempts with Black and Decker trimmers, they've proven shoddy. Moreover, it's taken me considerable time to work with the company toward a resolution. Should I really have to tolerate this? If Black and Decker is true to their word regarding quality, they'll do the right thing and send me a 40-v version that ACTUALLY works.

  Business Response

  Date: 08/11/2022

  The licensed partner contacted the customer and sent
  replacement items to the customer, which were delivered.