Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

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Complaints

This profile includes complaints for Black & Decker (U.S.) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

246 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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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:06/13/2025
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.
I purchased a Black & Decker portable air conditioner off of ****** last year. It is still under warranty and nobody will get back to me. No one will answer the phone. My portable air unit no longer works. *** only had use of it about three weeks I bought at the end of 2024. I have emailed them twice and called several times with no response.
Business Response
Date: 06/20/2025
Black & Decker portable air conditioners are licensed products manufactured and sold by Equity Brands. This matter was forwarded to Equity Brands for handling. Equity Brands acknolwedged receipt and that they are handling this matter. Equity Brands is shipping a new unit to the customer to resolve this matter.
Thank you for your cooperation.
Customer Answer
Date: 06/20/2025

Complaint: 23462021

I am rejecting this response because:

Sincerely,

Jessica Pikov
I was told by Jean (manager) on Monday 16th I would receive a new unit an will be shipped out, 24-48 hrs..now I’m being told, the process time is 7 to 10 Business days all by itself. I would just like to have a refund, so I can provide my family with an “Working” AC unit. I have two people in my house with breathing issues.. I feel as if the phone call I received on Monday the 16th by Jean was only, because I filed this complaint. There is no urgency, on there part..I feel like refunding my money is the best option, and quickest way to resolve this issue. As you can see in the coming days, temps will be, well into the 100s..my Family’s health & the health of my Pets are top priority..I see this issue in very urgent..thank you
Business Response
Date: 06/27/2025
Black & Decker portable air conditioners are licensed products manufactured and soldy by Equity Brands. This matter was forwarded to Equity Brands for handling who advised a new unit was shipped to the customer via UPS tracking# 1ZK8952W0312955455.
Thank you for your cooperation.
Initial Complaint
Date:06/04/2025
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.
It has been over 2 years that I'm trying to get a resolution for the purchase of the DEWALT DCST970 60V Max* ******* String Trimmer that I purchased from Tractor Supply Store ************** July *******.I've contacted DEWALT Customer ********************** regarding the failure of the battery to hold a charge more than 10 minutes,and they replaced the battery. To date they have replaced the battery 3 times but they all have the same problem and the weeds don't stop growing!Fast forward to 2025, the 3rd summer that I don't have use of the trimmer. I went to Tractor Supply, where I bought the product, thinking I must be doing something wrong so they checked the battery and it was dead, I charged the battery before I went to the store and within the 20 minute ride, there was no power.Called DeWalt again, got another replacement battery in about 3-4 weeks. Knee-high in weeds, the same issue with this battery??.I'm not quite sure if the timeline at this point, but ANOTHER battery was sent after an elevated conversation with Customer ********************** insisting they were doing me a ********* the battery in two weeks and it worked for 40 minutes. After that, we went down to 8 minutes, up to 10 and then down to 8 again.Theres no point calling Dewalt again because I couldnt speak to anyone above the agent that sent the replacement.What can do? Ive gone 3 years with probably less than 6 hours of a tool that doesnt work.
Business Response
Date: 06/11/2025
We have ordered the customer a new ********************************* being delivered via *** tracking number 1Z09848W0304656246. We also sent the customer return label so we can inspect the old string trimmer.
Thank you for your cooperation.
Customer Answer
Date: 06/14/2025

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:05/29/2025
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 bought a DeWalt cordless framing nailer from ********** for $360.79 on 8/23/2022. This tool has a 3 year manufacturer's warranty. After less than three years of light use, the nailer began to malfunction. I called DeWalt customer **********************, and they told me that if I sent the tool to a service center they would evaluate it for a warranty repair. I also called the service center before I sent them the tool and they said the same thing. I provided the DeWalt service center in ******, ** with all the information they requested via the ********************************* website. The website does not give the use any option except to provide their credit card info and authorize repairs. However, I believed that my tool would be evaluated for warranty service because of what I had been told both by DeWalt and by the service center over the phone. I provided the date of purchase and I believe (but can't prove) that I also uploaded the receipt. However, after a few days, I began to feel uneasy because the website had not given me any option except to authorize being charged for a repair, so I followed up with an email to the address provided in the email I had received from the service center, but I did not receive a substantive reply. After a few more days, I was charged for a repair. I immediately called the service center and asked them why I had been charged. They told me that they had not evaluated to tool to see if it had an issue covered by the warranty because they didn't have any parts to repair it anyway. So they just charged me the repair fee for a new tool. I stated that I was not satisfied with this outcome and that I believed the nailer should have been covered by the warranty. They told me that I should have noted that in the "notes" field in the online form, but that seems really unreasonable. I would like DeWalt to refund the $236.93 that they charged me ($219 repair fee plus shipping), because they did not even attempt to honor their warranty.
Business Response
Date: 06/04/2025
As requested, we will send a $623.93 refund check to the customer. The check is being processed. Please allow 4-6 weeks for the refund check.
Thank you for your cooperation.
Customer Answer
Date: 06/04/2025

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:05/27/2025
Type:Delivery 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.
In early January 2025, I shipped my DEWALT tool (DCF513GE1) via *** to the Factory Service Center based on instructions provided by DEWALT. On January 23, I received an email from ******** ******* (Shipping Clerk) confirming that they had received my tool. After that, all communication stopped.Despite multiple requests over the following weeks, no one at DEWALT or the service center was willing to provide an update. My emails were either ignored or I was redirected to other departments or service centers. I repeatedly asked for a clear update, but no one took responsibility.On April 1, 2025, I finally reached ****** ****** (Master ******************** Clerk at Factory Service Center S130), who informed me that my tool had been shipped via *** (tracking #1Z9747230370253094) on February 4 and marked as delivered on February 7. However, the package was left outside my building, despite clear delivery instructions I provided ("MUST BE DELIVERED TO APARTMENT 2R"). No delivery notification was sent to me. The tool was stolen, and I never received it.This incident occurred due to DEWALT's failure to provide proper delivery instructions to *** and their failure to notify me of the shipment.I informed DEWALT support multiple times, including correspondence with ***** *****, who repeatedly refused to escalate the issue or help resolve it. Instead, she kept redirecting me back to the Factory Service Center, placing all responsibility on me despite the fact that DEWALT was the shipper and had full authority to file a *** **************** summary, DEWALT:Mishandled delivery instructions Never notified me of the shipment Ignored multiple follow-ups Refused to take responsibility or assist Allowed the case to escalate to a financial loss on my end I am seeking either a full replacement of the stolen tool or financial compensation. This is a clear case of negligence and avoidance of responsibility by DEWALT and its associated service center.
Business Response
Date: 06/03/2025
We contacted the customer who accepted a new ******** to resolve their warranty complaint. We discovered the customer had a new address than what was previously on file. An order has been placed for the new product to be sent to the customer's new address.
Thank you for your cooperation.
Initial Complaint
Date:05/23/2025
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.
I purchased a Dewalt Pneumatic 21 Degree Framing Nailer in maybe *********. DWF83PL. Ive used it to build a shed and it worked flawlessly. I started a renovation/indoor project and have experienced many issues with it. The trigger is malfunctioning. Ive sent it in to a repair center and the technician made it worse. It now leaks air as soon as a hose is plugged into it, which would cause an air compressor to run constantly. Ive experienced horrible customer **********************. Before I sent the tool in, a dewalt representative was able to solve my issues and I was emailed a return label. Once my tool reached the repair center, they had trouble locating it. Once my tool was found and diagnosed, they tried to charge me for a rebuild kit, after it already discovered that it was covered under warranty. Finally they sorted the issue out, but my tool is not fixed ! Its worse now ! Ive spent thousands of dollars on Dewalt tools. From table saws to s**** drivers. My dad swears by Dewalt. I have lost faith in Dewalt, especially since the poor customer ********************** experience. This issue needs to be corrected. The tool was purchased from **************, a reputable company. If I could dispute the charge, I would. Ive spent over $200 on a nailer that I cant use. Ticket number ********
Customer Answer
Date: 05/23/2025
Pneumatic framer DWF83PL is still
broken. Dewalt needs to correct the issue.
Business Response
Date: 05/29/2025
We are sending a new nailer to the customer to resolve this matter.
Thank you for your cooperation.
Initial Complaint
Date:05/21/2025
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.
Hello,I initiated a warranty claim for four batteries several months ago due to diminished capacitytwo of them were barely holding a charge. The first return kit sent to me was incomplete, so I wasnt able to send the batteries back. When the second kit arrived, I delayed sending them in because I needed the batteries to maintain my lawn, which my homeowners association requires me to do twice a month. Even though the batteries were underperforming, they were still usable at that time.Unfortunately, they are now completely dead, and Ive been told they are no longer under warranty. However, my claim was initiated while the batteries were still within the warranty period, and I believe Dewalt should honor that. The delays were partly due to the incomplete kit you originally sent, and my genuine need for the batteries during the season.I respectfully request that Dewalt stand behind its warranty and replace these batteries as originally requested.Thank you.
Initial Complaint
Date:05/14/2025
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.
1. I purchased a DeWalt power washer on 5/03/2024. 2. Began leaking engine oil and was told by DeWalt customer ********************** group (FNA) to take it to "authorized ***** Engine service center". This was last October.3.******** replaced the valve cover gasket. Took it home. Used it and still leaked engine oil 4. Took washer back to ******** repair service . They discovered a crack in the engine block.5. ***, then stated that ******** was not ***** certified. And to take it to Battery Barn shop.6. Battery Barn said the leak was from valve cover gasket not properly replaced at *****************7. Ran power washer at home, still leaks oil. *** then says that ******** and Battery Barns only certified in pumps and not engines. I now contact ***************************************************** Manager of FNA service group. Recommends ****** Power Equipment to examine washer. They confirm the leak is from a cracked block. ****** Power contacts ***** for replacement engine and were told that normally ***** would simply send out a replacement engine. However, ***** has discontinued this Washer model and they have no engines or replacement parts.8. I then contact *** ****** , and he confirms no engine and parts and there is nothing he can do.9. I then go through the motions again with *** and finally get a Black and DeckerCustomer Support agent , ****** ******** Donasco with his boss , agree to *** a 3600 PSI 2.5 DeWalt replacement washer to me. And to just scrap the oil leaking washer. I am still waiting for confirmation.10. I want the washer replacement and compensation for mileage traveled . The time and heart burn are on me. Thank you
Business Response
Date: 05/20/2025
*** advised they are shipping a Dewalt model DXPW61299 pressure washer to Mr. ******** to resolve this matter.
Thank you for your cooperation.
Customer Answer
Date: 05/20/2025

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. Assuming that a replacement shipment is in process, I am satisfied. Thank you.

Sincerely,

**** ********
Initial Complaint
Date:05/12/2025
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 purchased a Dewalt snowblower at the end of last winter, so the purchase was just over a year ago. However, I did not attempt to use the product until a few months ago (February 2025). The product has never turned on. It has only displayed a fault code that will not clear. I have contacted DeWalt directly for resolution, they failed to provide a viable resolution. I actually spent over $1,000 on the product and the batteries for the snowblower. I am only seeking resolution (a full refund) for the faulty snowblower, in the amount of $739.00 (price of $699.99 plus the 6% sales tax I paid). I contacted Dewalt once as soon as I discovered the product was faulty. I received no response. I tried again a month or so later. Finally received a generic response, and was told I could take the product to a retailer to be inspected. When I told Dewalt that was not a viable resolution, as I do not have a way to transport it, I was told Id be receiving a survey about my experience. I just yesterday received the survey and when I clicked the link to fill it out, I was not even able to fill out the survey, as the link said this survey has expired I have many Dewalt products and did not want to resort to this complaint, but have not received any resolution of obtaining a refund with them directly. Like I mentioned, the only viable resolution to make the purchase of this faulty product right is a refund. If Dewalt does not want to pick it up, I will be hauling the faulty product y to the curb for trash collection.
Business Response
Date: 05/20/2025
Per the customer's request, a satisfaction refund check has been requested. Please allow 2 - 4 weeks for the check to be processed and delivered.
Thank you for your cooperation.
Customer Answer
Date: 05/20/2025

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:05/12/2025
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.
Purchased black and decker mm2000 lawn mower Motor overheats and smells like burning wires Soft plate has defective design. Tiny little s**** fell off. Then disconnected and was cut in half by mower. Damaging blade
Customer Answer
Date: 05/12/2025
copy of receipt attached
Customer Answer
Date: 05/12/2025
receipt attached
Business Response
Date: 05/19/2025
We contacted the customer who accepted a new lawn mower to resolve this warranty claim. The customer's ****** lawn mower has been ordered and shipped under *** tracking number 1ZAG54230303091386.
Thank you for your cooperation.
Initial Complaint
Date:05/08/2025
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.
To Whom It May Concern at Stanley Black & Decker,I am writing to formally express my dissatisfaction regarding the failure of two DEWALT batteries I was using on a job site. Both batteries unexpectedly stopped working during active use, severely impacting my ability to perform essential work for a local plumbing company that employs me. The batteries in question are:1. Dewalt 20V 5.0Ah (Model: DCB205)?Serial: **************?Code: N552472 F078ZS3 2. Dewalt 20V PowerStack 1.7Ah (Model: DCBP034)?Serial: **************?Code: N919194 B09FNQL I am extremely disappointed that both products have failed to meet durability expectations, especially given Dewalts reputation for quality. These tools are vital for my daily work, and their failure has caused unnecessary disruption and lost productivity.I am requesting an immediate replacement or full refund for both batteries. Continued access to reliable equipment is crucial for my livelihood, and I expect a prompt resolution.Thank you for your attention to this matter.Sincerely,****** *******
Customer Answer
Date: 05/12/2025
Attached our the proofs of purchase.
Business Response
Date: 05/19/2025
This customer has filed several other warranty claims with DeWalt in the past. We have replaced four batteries and two drills for this customer, even though his ******************** were out of warranty. As a final customer ********************** gesture, we are sending the customer one new battery that has been ordered and shipped under *** tracking number 1Z09848W0304176809.

In the future, the customer will be referred to our ********************** Factory Service for all DeWalt tools including our battery warranty exchange process (see attached). Thank you for your cooperation.
Customer Answer
Date: 05/19/2025

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,

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

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Black & Decker (U.S.) Inc. is NOT a BBB Accredited Business.