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.

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

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  Stanley Black & Decker, Inc.

  1000 Stanley Dr New Britain, CT 06053-1675

• 

  Stanley Black & Decker, Inc.

  195 Lake Street Division - Stanley Hardware New Britain, CT 06053

• 

  Black & Decker

  4927 Convoy St San Diego, CA 92111-1600

• 

  Stanley Black and Decker, Inc.

  1000 Stanley Dr Concord, NC 28027-7679

• 

  Black and Decker

  43155 W Nine Mile Rd, Dept. 168, Ste 3 Novi, MI 48375

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:01/06/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ***** have done sent it back that why I files a complaint cause this is the second damn tool I have sent back and have not heard a single damn word about before Christmas I sent back my damn 12 itch miter saw and stand back and it's been months since i've heard a damn word from anyone 

  Business Response

  Date: 01/21/2025

  This customer has filed numerous warranty and product claims with Stanley Black & Decker.  In order to evaluate this warranty claim, we contacted and emailed the customer a return label to so he can return the tools to us at no charge so we can inspect the tools and evaluate his warranty claim.  We will advise once the tools are returned.

  Thank you for your cooperation.

  Business Response

  Date: 02/07/2025

  We previously sent a return label to the customer to return the ****** combo tool kit to inspect and review this warranty claim.  We have not received the ****** combo tool kit back from the customer to date. We cannot address this warranty claim until we receive and have the opportunity to inspect the ****** combo tool kit. 

• Initial Complaint

  Date:12/23/2024

  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.

  Dear BBB and Stanley Black & Decker,
  
  
  Thank you for the response; however, I must respectfully disagree with the resolution. While it may be true that Black & Decker pill dispensers were licensed to ****, it is equally true that **** no longer operates, and support for these devices has ceased entirely. I have already attempted to contact **** multiple times, as directed by Black & Decker, and received no response or resolution. Black & Decker, as the licensor and a known corporation, bears the responsibility of addressing issues arising from these products, especially when customers are left unsupported.
  
  
  Furthermore, I continue to be charged a recurring $10 monthly fee for a subscription service that is non-functional, which adds insult to injury. The device cost me $300, and it has become entirely unusable, leaving me no recourse to resolve these issues despite numerous efforts.
  
  
  I request the following:
  1.A full refund of the $300 for the device.
  2.A full refund of all subscription fees charged to date.
  3.Immediate cessation of any further subscription charges.
  
  
  If Black & Decker cannot directly resolve this issue, they must escalate it to the appropriate internal teams for further assistance rather than deflecting responsibility.
  
  
  Thank you for your cooperation, and I look forward to your prompt resolution of this matter.
  
  
  Sincerely,
  ****** *****
  
  vice, which is no longer functional.
  2. A refund of all monthly charges since the service stopped functioning.
  3. Immediate cancellation of any future recurring charges.
  
  This situation has caused significant frustration and distress, especially because the device was intended to assist my elderly mother with her critical health needs. I request an urgent resolution to this matter without further delays.

  Business Response

  Date: 01/10/2025

  Black & Decker pill dispensers are licensed products manufactured and sold by ****.  We have referred this matter to **** for handling.

  Thank you for your cooperation.

  Business Response

  Date: 02/06/2025

  We contacted the customer and explained the Black & Decker pill dispenser was sold to **** sometime ago.  We agreed to resolve this matter for a product refund as a customer service gesture.  Please allow 2-4 weeks for the refund check.

  Thank you for your cooperation.

• Initial Complaint

  Date:12/13/2024

  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 reject this response.  See attached for the warranty, as posted on the website.  Intent of the warranty, original purchaser, etc is never mentioned.  If the business had this posted on their website, I could see it.  But they don’t.  This is truly a ridiculous way to tarnish a brands reputation, pulling out technicalities, which are not implied nor stated. You’ll also note that these technicalities are spelled out and listed on other parts of the warranty, such as for levels, etc.  see 2nd attachment.  These are not provided under the hand tool warranty (the first snip).  

  r too valuable to let these type of issues cloud their reputation, and I wanted to bring this to the proper people so they have an opportunity to fix.
  Please advise. The order number below is the initial warranty claim I filed.

  Business Response

  Date: 12/19/2024

  Please see the below
  Exclusion from the ********* website regarding the Limited Lifetime Warranty:
  
  Certain Exclusions: This
  warranty is extended only to the original end-user purchaser of the product;
  this warranty is not transferable. Contact Customer Care at ###-###-#### or using the form hereOpens
  a new window for details.
  
  The spirit of the *********
  lifetime warranty, and most warranties, is the warranty is extended to the
  first-time end-user purchaser of the product.  The lifetime warranty does not apply to used products purchased second-third-or fourth hand at garage
  sales, auction sales, estate sales and the like.
  
  The customer returned 128 old
  Sears/********* screwdrivers acquired from estate, garage, and auction
  sales.  Even so, we sent the customer 15 new screwdrivers on 12/4/24 (UPS
  tracking number ******************) to replace 15 units deemed defective or
  non-functional.  The rest of the screwdrivers were return to the customer
  except the 15 we replaced. 
  
  Thank you for your
  cooperation.

• Initial Complaint

  Date:12/09/2024

  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 own the following Stanley Black and Decker shed:
  
  (Common: 7-ft x 7-ft; Actual Interior Dimensions: 6.8-ft x 6.8-ft) Craftsman Resin Storage Shed Gabl
  
  Item #: *******|Model #: BMSC7750
  
  
  
  I came home one day and noticed the shed doors were blown open. The lock was still locked. I closed it and re-locked it. The next day, the same thing happened due to winds. After re-locking it, I noticed, if you pull on the doors, they can come undone due to the metal bar being too short. Anyone can just bypass the lock by pulling on the doors!

  Business Response

  Date: 12/19/2024

  Craftsman storage sheds are licensed products manufactured and sold by *** ******* *******.  This notice has been forwarded to *** ******* ******* for handling.

  Thank you for your cooperation.

• Initial Complaint

  Date:12/02/2024

  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.

  
  
  Better Business Bureau,
  
  I have reviewed the business's response to complaint ID ******** and find the proposed resolution satisfactory.  However, I wish a company representing such an iconic and longstanding American brand would have addressed this relatively minor issue proactively rather than requiring external pressure to make it right.
  
  Sincerely,
  ****** ****** clusion. Consumers rely on accurate packaging to make informed purchasing decisions, and I believe this practice is misleading and does not align with acceptable business standards.
  
  I am requesting that Craftsman Tools and Stanley Black & Decker be held accountable for advertising products in a way that inaccurately reflects their contents. I also ask for assistance in obtaining the standard battery charger as advertised on the packaging of the product I purchased.
  
  Thank you for your time and attention to this matter. I look forward to your guidance on how to resolve this issue.

  Business Response

  Date: 12/12/2024

  We contacted the customer who accepted a new Craftsman ******* charger to resolve this matter.  The order has been placed and is being sent via *** tracking number ******************.

  Thank you for your cooperation.

• Initial Complaint

  Date:11/21/2024

  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 reported an appliance that doesn't work any longer to Stanley Black & Decker. I spoke to their contacts 'Mark' in the ***********, then a supervisor 'Daniel' in ********. Calls would have been recorded 20 Nov 2024. I kept getting handed off to ******** ******. First to some lady in ****** who told me to 'Forget about Mark' and some other incompetent person who had incorrect information -this all dovetailed into an e-mail exchange with Spectrum customer service who indicated de facto, they don't care who I spoke to at Black and Decker. This is a Stanley Black & Decker problem as they need to provide END TO END customer service. I was advised I would recieve a replacement for a blender that ceased to operate with no further issue and merely needed to provide my shipping address to Spectrum. Once I did so the Spanish Inquisition began including asking me if I ever registered the product for a blade recall, did I use it normally etc. etc. If the blender is a Stanley Black & Decker, then I expect Stanley Black & Decker to own the matter as clearly their LICENSED partner is ill-chosen and inept. Outcome -ship me the closest to my model as was promised. I'm happy to turn in the defective one as you can use that in R&D. I have no further information to provide other than what was previously shared.

  Business Response

  Date: 12/02/2024

  Black & Decker blenders are licensed products manufactured and sold by ******** ******.  This matter was referred to ******** ****** who provided the following update:

  ******** ****** acknowledges the report relating to *** ***** ****** (your report number ********), and appreciates the opportunity to
  respond.  Though this report was directed to Stanley Black & Decker,
  the product at issue was sold by ******** ****** under license from Stanley
  Black & Decker, and therefore ******** ****** is the entity to which the
  report is ultimately aimed.
  
  Ms. ****** initially contacted ******** ****** and identified the
  product with which she had had difficulty as a ****** blender.  The ******
  blender was recalled in 2005, and as a result ******** ****** was not able to
  provide Ms. ****** with a replacement ****** blender.  Subsequently, Ms.
  ****** referenced a different blender model, a ******** blender, which was not
  part of the recall.  Before receiving this report from the Better Business
  Bureau, Ms. ****** had returned the blender as requested, and ******** ******
  sent Ms. ****** a replacement blender.
  
  We understand that the relationship between Stanley Black &
  Decker and ******** ****** may have created some confusion for Ms. ****** as to
  the right entity with which to communicate, and appreciate her willingness to
  work with ******** ****** to resolve her concern.  We believe that,
  despite her report, Ms. ****** is satisfied with the outcome and with her new
  blender.     

• Initial Complaint

  Date:11/21/2024

  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 bought a craftsman vacuum from ****** 10/5/24 and within a week the wheel just popped off. I tried to get a replacement wheel and they sent me the wrong thing. I decided to just return it. I went to ***** and they said I needed to get with craftsman customer service and when I did that craftsman said ****** had to call and it was a back and forth run around. Now craftsman/black and decker are saying ****** needs to contact them. I am complaining because they aren’t able to refund my money or help and poor customer service and no way to get a return or refund.

  Business Response

  Date: 12/04/2024

  We contacted the customer who accepted a new B&D  BHFEA640WP vacuum to resolve this matter.  Order has been placed and the customer will receive it shorlty.

  Thank you for your cooperation.

• Initial Complaint

  Date:11/20/2024

  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.

  I'm on my 2nd defective Black and Decker vacuum model number ********j. Now I'm told I have to furnish my own box and pay for packing. Why? It's defective, I should not have to pay anything. They should furnish a box. The *** store charges for a box and to pack it. Support request number ********. Just refund my purchase price, $129.99. The vacuum speeds up and slows down by itself. The brush roller comes off too.

  Business Response

  Date: 12/04/2024

  We contacted the customer who accepted a new stick vac to resolve this matter.  Order has shipped
  and the *** tracking number is ******************.

  Thank you for your cooperation.

• Initial Complaint

  Date:11/13/2024

  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.

  A replacement was finally issued because I complained so much! However, why does it take the customer to have to complain for 2 weeks before Black and Decker does the right thing by honoring their warranty. I thought that they were supposed to have outstanding customer service, which they do not! In addition I had also purchased the extended warranty, but the original warranty was still in service because the purchase was less than a year old! Horrible customer service! Shame on Black and Decker! I can't believe that a company such as Black and Decker does not honor it's warranties.

  Customer Answer

  Date: 11/20/2024

  Here is the extended warranty that I also purchased even though the original warranty was still supposed to cover the repair or replacement

  Business Response

  Date: 11/21/2024

  Black & Decker portable washers are licensed products manufactured and sold by ****** ******.  We referred this notice to ****** ****** who acknowledged receipt and that they are handling this matter.  

  We are happy to hear you received a new replacement product from ****** ****** and apologize for the delay.  Thank you for your cooperation.

• Initial Complaint

  Date:10/31/2024

  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.

  
  
  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,
  
  
  
  ******* ********

  Business Response

  Date: 10/31/2024

  There was some confusion as to whether this was our product or not. The customer provided a receipt that did not have a date on it and by a vendor that we have not sold to in over 3 years.

   

  In order to settle this matter we have refunded the customer by ACH according to the details he provided when orginally contacting us.

   

  He should see $50.38 credited to his account within the next few business days.

   

  Thank you,