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:03/25/2024
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 an air conditioner using Amazon from Black and Decker on May 28, 2022. The air conditioner did not work the following summer and was still under warranty. A claim was submitted to Black and Decker on July 3, 2023. A ticket number was given and a replacement was supposed to be shipped within 4 weeks. The product never arrived. Repeated phone calls to Black and Decker has resulted in "escalating" the issue multiple times. As of 3/25/2024, the product has not arrived. The company will not refunded the product.
Business Response
Date: 04/01/2024
Black & Decker air conditioners are licensed products manufactured and sold by *************. This warranty complaint has been forwarded to ************* for handling who acknolwedged receipt, and that they are handling this matter.
Initial Complaint
Date:03/25/2024
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 purchased a Black&Decker mini fridge off of ****** on September 26, 2023. This was a brand new item with a full year of warranty. Since then I have been reaching out to the manufacturer for help with this item. About a month in, the fridge started leaking despite being plugged in and my food was starting to spoil inside, I noticed. I tried to contact the manufacturer, calling the phone number listed at least 10x but the automatic voice system was always difficult to navigate and would always automatically end the call. Finally, one day I got through to a live agent after being on hold for one hour, described my issue, and the agent said they'll organize picking up the old fridge and re-issuing me a new one. The agent sent me an email for me to attach pictures, which I did promptly, and I never heard back. I followed up on that email a few times, with no reply. I am shocked for being such a reputable company the lack of service and assistance I received. I paid nearly $200 for a brand new item for it to fail on me within 1-2 months and despite being within warranty, have had to jump through hoops to communicate with the company and be ghosted by them. At this point, I would just like a refund for my item so I don't have to deal with them again. I'm happy to return the defective item but it will need to be picked up as it's not something I can transport around easily.
Customer Answer
Date: 03/25/2024
Receipt of purchase attached as well as attempts at written communication.
One edit to original submission - total paid for item was $200.32.
Business Response
Date: 04/01/2024
Black & Decker mini fridges are licensed products manufactured and sold by Equity Brands. This warranty complaint has been forwarded to Equity Brands who acknowledge receipt and that they are handling this matter.
Customer Answer
Date: 04/01/2024

Complaint: ********

I am rejecting this response because: it seems that my complaint has been forwarded to another group for resolution. Until I hear directly from that group, I wish to keep BBB involved and help with this matter. I had been chasing to get assistance for months on my own and this is the most response I've received from B&D.

Sincerely,

**** ****
Business Response
Date: 04/04/2024
Please see the below update from Equity Brands:
The
customer is refusing another unit or an upgrade.
I have
submitted a request to refund and I will keep you updated.
Customer Answer
Date: 04/05/2024

Complaint: ********

I am rejecting this response because: there still has not been an update on my refund. The merchant has called me and agreed to mail a refund check. I have provided pictures of the item, receipt of purchase, and model information. However, I have not heard back since. Therefore, the case is still pending and I'd like BBB to continue facilitating until the merchant issues me a refund.

Sincerely,

**** ****
Customer Answer
Date: 04/10/2024
I still have not received a resolution to this complaint. I was contacted by the appropriate department on 4/1/24 after being redirected once before (see communication history). After discussing the issue in length, the department agreed to issue me a refund and submitted the request in their systems. They said it would take 3-4 business days for them to respond back with an update.
It's now the 7th business day and I have not heard anything since.
This is very similar to what happened when I tried to resolve this issue directly with the company myself. After having called at least 10 times before (the automated voice system is incredibly difficult to navigate and always drops the call before directing you to a human), I finally reached someone I could speak on the phone with. They sent me an email to ask for documentation - the same email that reached out to me this time too, with BBB's facilitation - and then never responded. The same thing is happening now. It seems the merchant is intentionally making it impossible for customers to get any kind of support or use their warranties. I find this very unethical.
Business Response
Date: 04/15/2024
Equity Brands provided the following update:
Customer's refund is being processed and should have it within 14 days.
Customer Answer
Date: 04/20/2024
Thank you for all the help. I have finally reached a resolution and agree that this case should now be closed. The merchant has sent me a paper check equivalent to my purchase price for the defective item.
Initial Complaint
Date:03/21/2024
Type:Customer Service 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 portable air conditioning unit for almost $500. I received it a few weeks ago and when I opened it I realized that it did not have the correct ventilation kit with it. I called and attempted to explain the issue to the customer ********************** representative and they said that they would mail out the correct kit. Well when the kit arrived it only had one piece in it, not the full required kit. I attempted to call back but their service department is clearly not in this country and for the life of me I could not understand what the representative was saying. I attempted to call back three more times just be connected to someone that I could barely understand but attempted to make an effort. The representative couldnt even repeat what I was telling them. Im far from someone who will only speak to people without accents. I enjoy some accents actually. But when the accent is so thick that you cant understand what they are saying then thats a problem. I asked to speak with a supervisor and they said that it wasnt possible. They said that they dont have the ability to connect me to a supervisor or even for a supervisor to call me. What kind of system is that? So a customer has no way of escalating an issue to someone else like a supervisor. Ive never heard of such a thing. I have been given the worst impression of Black and Decker. This was a name that I grew up with and thought highly of. That view has changed. The obviously thought it was a good idea to save a few bucks and move their customer support overseas. So not only do you struggle to understand what they are saying, and vice versa, but they are also not held accountable because you cant escalate the call. And when I asked for employee *** they said that they dont have IDs. My issue should be a one on a ten scale as far as complexity. Its should be a 5 minute conversation that Ive now wasted hours on.
Business Response
Date: 03/27/2024
Black & Decker air conditioners are licensed products manufactured and sold by *************. This complaint has been forwarded to ************* for handling who acknowledged receipt and provided the below update:
Customers unit has two different window kit versions for his model and he was initially sent incorrect and incomplete.
I spoke to him and got it correct. I assembled the kit and sent an image.
Followed up with *** tracking 1ZC6F4410305467979 now in transit.
Initial Complaint
Date:03/20/2024
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 purchased a BLACK+DECKER BCED37 Compact Dryer for Standard Wall Outlet, Small, 4 Modes, 3.5 cu. Ft from ****** . The item stopped getting hot after having it for only ONE MONTH ! I contacted their warranty company and they have no replaced my item even after i sent my cord to them as they requested . Everytime i call the warranty company they give me the run around and of course its hard to understand the representatives because of the language barrier . When i go online i see numerous complaints about the warranty company and people not receiving their replacements . Now i regret purchasing my appliance from black and decker . I would never buy a black and decker product again .
Business Response
Date: 03/26/2024
Black & Decker dryers are licensed products manufactured and sold by *************. This warranty complaint has been forwarded to ************* who acknowledged receipt that they are handling this matter.
Customer Answer
Date: 03/27/2024

Complaint: 21442623

I am rejecting this response because:

i have contacted ************* multiple times which they have not done anything . I have filed a complaint against ****** brands and they still have not done anything!

Business Response
Date: 04/01/2024
Please see the below update from Equity Brands:
Unit is shipping from ********** under tracking *** 1ZC6F4410313738438
Thank you for your cooperation.
Customer Answer
Date: 04/04/2024

Complaint: 21442623

Please do not close this complaint . I still have not received the replacement, the tracking says that it is still in california
Initial Complaint
Date:03/20/2024
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 purchased a black&Decker cordless *** ****** 6/9/23 online from black&Decker the model #bcpr320C1 it says on the box 2yr.warranty,on the warranty card in the box it says 5yr. Warranty. This season I wanted to trim some **** ***** ,so I decided to use my cordless pruners for the first time,started out fine,after a few minutes ,the pruners motor started to sound different,then the cutting jaw stopped working,and the motor started to spin freely,and then it got very hot quickly and started to smoke from the vents on the side,i took my hand off the trigger but it kept smoking terribly,so i tried to undo the battery ,but it was too hot ,so i just laid the tool on my work cart,it sounded like it was locking up and then it did stop. So this tool is useless to me now. I tried four times to send emails to black&Decker headquarters,to ask them to replace the cordless pruners with a new working unit, but I never got any response back.i did send them all the information needed ,just as the system asked for. I'm very disappointed , I have thousands of dollars invested into black&Decker and DeWalt tools for my profession, and when a company ignores you, you don't have a choice except to take it personal. So I'm hoping your office can get in contact with their headquarters,and assist in getting my cordless max pruners replaced.
Business Response
Date: 03/26/2024
A new replacement B&D BCPR320C1 pruner has been ordered. The customer will receive it shortly.
Customer Answer
Date: 03/27/2024
Yes ,I did receive a replacement yesterday via UPS. Thankyou!
Initial Complaint
Date:03/12/2024
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.
My Black & Decker ** Unit 1000 BTU that I bought on 7/18/2023 for $364.64 from *******, had stopped working it stopped giving out cold air around end of November early December of 2023, so I reached out to customer ********************** and filed a report on 12/11/2023 for the Warranty replacement as it is still under Factory Warranty, the lady who helped ******** provided me with a ticket ID# #***** right away and emailed me a return shipping label to return the unit. I packaged and shipped out the ** unit and dropped if off at the ***** store, and the unit was delivered to their return facility **** ****** OPPORTUNITY on 12/26/2023 (tracking # ************). I emailed and followed up ******** in Support on 12/26/2023 to let her know the unit was delivered and sent a copy of the tracking, I got no response back. So I gave it time due to the Holidays, and called the customer ********************** line ************** and spoke to ****** on 1/29/2024 he then told me he sees no update on when the replacement ** unit will be sent to me but he created a Rapid Ticket that goes to Management and I should get a email response from them in 6 business days I got no response. I then followed up again on 2/20/2024 Spoke to ****** again and he created another Rapid Ticket because he still did not see any action taken on my account from Management and does not know why its taking so long, he said after this 2nd Rapid Ticket attempt my ** unit should now be shipped to me within 6 business day, still no ** replacement. So I reached out again on 2/28/2024 and spoke to ********* (****) she did not see the ** Replacement still had not shipped, and there was no notes indicating why this is taking so long, so she said she will do another Rapid Ticket to the Management "this is the 3rd time"! She said this one is an escalation complaint, I said to her; when will I get my ** replacement unit? She said in 6 business days and tracking will follow 2 days after it shipped, I still have no ** replacement unit! Refund!!
Business Response
Date: 03/19/2024
Black & Decker air conditioners are licensed products manufactured and sold by *************. This notice was forwarded to ************* for handling who provided the below update:
Gave customer an upgrade and unit will ship tomorrow.
Tracking is *** 1ZC6F4410304264798. Delivered 3/15/24.
Customer Answer
Date: 03/20/2024

Complaint: 21417912

I am rejecting this response because: My original unit, I paid $339.99 + taxes $24.65 = $364.64 and my original AC portable unit (BPP10WTB) was ****** BTU and I received a newer model (BPP08WTB) but it is only at ***** BTU and sales for $325.64 on the ******* website *********************************************************************************************************************************************************************************** . This is not a upgrade they downgraded me, I would like a refund for the difference I paid for my original AC unit or send me a ****** BTU in this model you sent me.

Sincerely,

****** *******
Business Response
Date: 03/26/2024
See below response from Equity Brands:
We will send the customer the difference of ***** which is the difference between what she paid ****** and what the unit she received is 349.25.
Customer has been advised.
Customer Answer
Date: 03/27/2024
I would like to wait for the check of $15.39 I have not received it yet from Black & Decker, so before I close this out, I I would like to have the check in hand first. ********* from the Black & Decker support could not tell when the check will be sent to me.
Thank you
****** McElroy
Initial Complaint
Date:02/28/2024
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 read my manual because my portable AC unit has been having ********** seen the number & decided to call, they told me to send my ******** should receive a replacement unit in at least to 2 weeks never got a unit called & complained multiple times I keep getting told we will send one next week with tracking & this was a YEAR AGO at this point I believe I was robbed by ************************************** because I spent over $300 dollars on the unit you guys took from me & probably resold I dont understand why would you *** a paying customer, I just want a replacement unit or my money for the unit that was stolen from me
Business Response
Date: 03/06/2024
Black & Decker portable air conditioners are licensed products manufactured and sold by *************. This notice has been forwarded to ************* for handling. An update regarding the status of this matter has been requested from ************* and will be provided shortly.
Business Response
Date: 03/06/2024
UPS 1ZA4D3570304807967 Customer's new unit shipped on 2/28.
Business Response
Date: 03/07/2024
Please see the below update from Equity Brands:
Customers new unit shipped 2/28 via UPS ******************.
The customer was contacted with the tracking.
Initial Complaint
Date:02/20/2024
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 the Black & Decker Dustbuster vacuum on ******. Almost exactly one year later, it stopped working. I submitted a complaint online to Black & Decker but I’ve had no response. Previous handheld vacuums that I have had and that I know others have had have lasted years and years. Are they deliberately making products that don’t last long so they can get you to either pay for a warranty or buy another? I want them to repair it and return it to me or send me a new one. It should’ve lasted much longer than one year.. Because I purchased it on ****** and I live now in Mexico the price I paid was much higher than if I had purchased it in the US. It totaled about $90. Please help..
Business Response
Date: 02/27/2024
The ****** purchase receipt
provided by the customer has no name or address, and the price is not
correct. We contacted the customer and requested a photo of the product
and date code, as well as an address in the United States (since we cannot ship
an order to Mexico). Upon receipt of this information, we will send the
customer a new B&D CHV1410L as a customer service gesture. We are
waiting to hear back from the customer.
Customer Answer
Date: 02/28/2024
I have since supplied the information requested by Black and Decker. I had trouble finding the date inside the machine but eventually got help opening it.
Moreover, I did ultimately send then the contact of a local shipping service but am now canceling that contact and sending another here as I have friends coming from the US to where I live in Mexico and can bring the new machine to me. So they should send the machine To me, ****** ******, care of ***** ******, **** ********* Road, Bethesda, MD 20816
Business Response
Date: 03/04/2024
We contacted the customer and confirmed the order for the new unit was already place and scheduled for deliver via *** tracking# ****************** to the first provided address: Mini Express for ****** ******, **** ****** **., Laredo, TX 78064.
Initial Complaint
Date:01/26/2024
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 have been calling the black and deck customer service for over 2 months asking for warranty replacement for my cordless vacuum they keep saying they will notate. I have asking for over 2 months for a high entity person from black and decker to contact me but no one has. I asked for a free upgrade since I mentioned the vacuum is such a low power and I have to go over the same area multiple times and finally it doesn’t clean well. They say some manager or supervisor is reviewing your case. I have been indicating to them black and decker is beyond multi trillion company and it doesn’t have 100 no 1000 no 10000 nor 100000 manager, supervisors or above entity people to help people.
Business Response
Date: 02/02/2024
We contacted the customer who accepted an upgraded B&D BHFEA640WG vacuum to resolve this matter. Order has been placed. Customer will receive it shortly.
Initial Complaint
Date:01/26/2024
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 purchased a Dewalt chain saw that does not work. I contacted Dewalt support over a week ago to find a resolution to this issue and have not heard back from them. When I contacted a live representative they were not at all helpful and ended the conversation with me without warning and without helping me resolve anything. This is poor customer service and I still need to find a resolution to this faulty product.
Business Response
Date: 02/01/2024
We contacted the customer who
agreed to a $549 refund in exchange for the returned DeWalt chain saw. A
return label has been emailed to the customer to return the chain saw.
The refund check will be sent upon receipt of the returned item.
Customer Answer
Date: 02/05/2024

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,

***** ****

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