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Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

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

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Black & Decker (U.S.) Inc. has 16 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • 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 BLACK+DECKER Small Portable Washer for household use from ****** on February 23, 2023 for $248.81 . Unfortunately, in November 2023, the lid sensor malfunctioned. I promptly contacted the warranty number provided in the manual, and they requested the cut plug, serial tag, and proof of purchase.

      Having complied with their requirements, I sent the necessary information. On December 28, 2023, I received an email with a tracking number, stating that the replacement unit would ship within 10 business days, with an estimated delivery time of 5-7 days. However, despite the label being created, ***** has not yet received the product for shipment.

      Concerned about the delay, I contacted the warranty line again, only to be told that I would need to wait another week for any updates on shipping. With no progress after the additional week, I called again on January 22, 2024, and was informed that I would have to wait an additional six days for the ticket to be escalated.

      This ongoing delay has been frustrating, especially considering I have had to spend money at laundromats while awaiting the replacement unit. I chose BLACK+DECKER due to its well-known brand reputation, but this experience has left me thoroughly dissatisfied. I simply want my replacement unit so I can resume doing my laundry.

      Ticket #*****

      Customer Answer

      Date: 01/31/2024

      My issue has been resolved and my replacement unit is set to arrive per ***** by Friday 2/2/24. Thank you! 
    • Initial Complaint

      Date:01/24/2024

      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.
      Model Number: BHDC201

      I bought a space heater about a year ago. However, the plug seems to be faulty as only one part of it was connected. When I reached out to the customer service representative, l was met with combative behavior. I asked to talk to a supervisor, but the representative told me that it was against company policy. After repeating my request multiple times, she hung up on me. When I called back to confirm if this was truly the company's policy, Andrey informed me that I needed to locate my receipt and contact ******.

      Customer Answer

      Date: 01/24/2024

      I do not have the reciept. I have the unit that I can send back in its original box. I’m willing to send the unit back at my own cost. 

      Business Response

      Date: 01/31/2024

      Black & Decker space heaters are licensed products manufactured and sold by ****** ******.  This notice has been forwarded to ****** ****** who acknowledged receipt and that they are handling this matter.

      Customer Answer

      Date: 01/31/2024

      Complaint: ********

      I am rejecting your response because I have still not received a replacement for the defective heater. I have kept the defective heater to return. From the beginning, I made it clear that I didn't have the receipt. However, the first email that Equity sent requested a receipt. I then reiterated that I didn't have the receipt, but instead of addressing my concern, I was blatantly ignored. The customer service that I have received so far is terrible. I have been a loyal customer of Black and Decker for many years and have always been satisfied with my purchases until this incident. I have spent hours on these requests for a defective heater that could have caused damage to my home and electrical plug. I purchased this model from ******, and it is still being sold there. The product carries the black and decker name. This claim should not be closed until I have been fairly compensated for the loss I have experienced.

      Sincerely,

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

      Business Response

      Date: 02/05/2024

      B&D space heaters are licensed products manufactured and sold by ****** ******.  This warranty complaint was forwarded to ****** ****** for handling who acknowledged receipt and provided the below update:

      Customer received a new replacement without
      proof of warranty via ***** ************ delivered on 1/31

      Customer Answer

      Date: 02/05/2024

      I would like to add some additional remarks. I am closing out the claim because I have received the heater. However, I was not informed in advance that a new heater was being shipped to me. I understand that this is part of the licensing agreement. I have purchased many Black and Decker products before and they have always performed well. I have a vacuum cleaner and a few other household appliances that I still use to this day. Recently, I have been considering purchasing the cocktail drink maker that your company sells. However, the service provided by your licensee has been subpar, to say the least. They are exploiting your good reputation. If I had not made this complaint, I would have thought that this was the type of service that your company condones. What was the point of asking me those questions if they were just going to send me the heater anyway? I would kindly request them to inform you of when I was notified that a replacement heater was on its way. Thank you for your support in this matter.

      Customer Answer

      Date: 02/09/2024



      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,



      ********* ******
    • Initial Complaint

      Date:01/22/2024

      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 a Black and Decker portable air conditioner on 9/5/22. It stopped working in July 2023, and was still under the 1 year warranty. I filed a claim with the company under ticket #*****. Per their request I shipped the broken unit to them. Given the weight and size of the unit, this was not easy or convenient, but I did it almost immediately as instructed. Black and Decker confirmed they received the broken AC unit in the end of July 2023. I was told a new unit would be shipped within 2-3 business days, or 2 weeks maximum. A replacement unit has never been sent to me. I've contacted their support line at least 6 times since then. Each time I was told they would resolve it and send the replacement unit, and I should call back in a week if the unit tracking is not sent to me. Each time I called back, nothing had changed. It's been almost 7 months, and they still have not resolved this issue. They've refused to escalate the issue to management, and they've refused to issue a refund if they are unable to provide a new unit. I would like a full refund as they have not been able to honor the warranty.

      Business Response

      Date: 01/29/2024

      Black & Decker portable air conditioners are licensed products manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands for handling who acknowledge receipt they are handling this matter.
    • Initial Complaint

      Date:01/04/2024

      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 DW735 dewalt planer not even 2 months ago, I called into there customer support and continued to get the run around, telling me to talk to this person or that person. Eventually i had someone tell me they would send me a NEW planer and they said they needed to put me on hold while they process it. 10 minutes later i was transferred to a different service rep who had no idea what was going on. I then had them tell me to drive 1.5hrs to drop my planer off, and then they would repair it and have me pick it back up, im not driving that far for their issues. Ive had issues from the moment i opened the planer. They then said i could send it back and wait 4 weeks for them to send me it back. This is incredibly frustrating, ive been loyal to dewalt for 10yrs and have 20 other tools from them, which means nothing to dewalt, they dont care about your loyalty, just your money. I need this planer to work now, i am trying to finish my daughters room so she actually has a room to sleep in. Today i threw the planer away (that I spent almost 600$ on) and on payday i will be buying a DELTA PLANER that will be almost 200$ cheaper! BUYERS BE WARNED. As of today i will officially be transitioning to Milwaukee.

      I understand sending it in and waiting 4 weeks if this was even a year old, but its 1.5months old and issues straight out of the box. Horrifying quality from a brand that charges TOP DOLLAR for what you would expect to be top tier product.

      Business Response

      Date: 01/10/2024

      Thank you for contacting Stanley Black & Decker.  We apologize for any confusion.  Our records show this
      customer contacted us about a DeWalt DW735 planer.  Given the size of this
      bench tool, the customer was referred to a Factory Service Center so the planer
      can be inspected to determine if it is covered under warranty.  We did not
      offer to send the customer a new replacement product.  The customer was
      offered to be sent a prepaid return shipping label to ship the tool to the
      Factory Service Center at no charge.  The customer did not respond to us
      (with their requested address) about the return shipping label.  At the
      customer’s request, we will send a return shipping label so the DeWalt DW735
      planer can be sent to a Factory Service Center for inspection to determine if
      the product is covered under warranty, though it sounds as if the product is no
      longer available.
    • Initial Complaint

      Date:12/27/2023

      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 and Decker Portable Air conditioner/heater unit, white w/remote control 12000 BTU, order #******************* from ******.com. It was received on 07/21/2023 and around 08/25/2023 the unit stopped working (unit blew the circuit and then would not turn on even after repairing circuit and trying a different one.) It was a couple days over the return date to return it to ******, so I contacted Black and Decker and was told it was under warranty and they provided a return shipping label to return the unit to 132 3rd Ave., Patterson, NJ 07154, 1-800 544-6986m ticket #*****. Merchant received return on 09/05/2023 and I was told it would take 10 days to 2 weeks to be processed and shipped and I have yet to receive a replacement unit. I've phoned numerous times, each time being promised a unit will be mailed by the end of next week and one time I was told that they didn't have that model, but would send a different unit instead, still nothing has been sent to me. I also had my ******* *** credit card get involved and they issued me a refund, however it was reversed when ****** disputed the claim. That case #*************** was with ******* ***, P. O. Box 30279, Salt Lake City, Utah 84130-0279. The letter I received from ******* *** stated that I could continue this dispute by providing additional information by 12/25/2023. I am a florist and this is my busy time of the year, I have not had time to provide any additional information. I am out of $379.99 and I have no product. I hope you can help settle this issue with the Black and Decker air conditioner/heater unit. Thank You!

      Business Response

      Date: 01/09/2024

      Black & Decker portable air conditioner/heater units are licensed products manufactured and sold by Equity Brands.  This warranty complaint has been forwarded to Equity Brands for handling.

      Equity Brands acknowledged receipt they are handling this matter and provided the below update:

      Customer contacted and unit shipping on
      ***** tracking ************.

      Customer Answer

      Date: 01/09/2024



      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,



      ***** ******
    • Initial Complaint

      Date:12/22/2023

      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.
      Product: BLACK+DECKER Small Portable Washer, Washing Machine for Household
      Sold By: Amazon.com Services, LLC.
      Purchase Date: Feb 8, 2023

      The product has been used for less than a year. It is making very loud noises and is moving around when in operation. I've contacted BLACK+DECKER to resolve this issue but they forward my inquiry to a different company, * *********** and they don't even have their phone turned on.

      I have followed every troubleshootings it has on its user's manual and have searched online to fix the issue myself but I wasn't successful. The product is still under warranty but it seems like there's no way to file a warranty claim. Please reach out to me if anyone from BLACK+DECKER can read this complaint.

      Business Response

      Date: 01/05/2024

      Black & Decker portable washers are licensed products manufactured and sold by ****** ******.  This complaint has been forwarded to ****** ****** for handling.

      ****** ****** acknowledged receipt they are handling this matter and provided the below update on 1/3/2024:

      We have left customer 3 voicemails with no reply
      as yet.
      Will update once we have communicated.

    • Initial Complaint

      Date:12/22/2023

      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.
      Bought a coffee pot from black and decker..it only worked for about a week ..called customer service to try to get a replacement was told there would send and e mail link to take a picture of cord being cut and they would process warranty and replace the coffee maker ..after repeated calls to them no email was ever sent and just getting the run around...I want my money back at this point so I can get a new coffee pot...black and decker customer service is stacked with a bunch of liars...thank you

      Business Response

      Date: 01/05/2024

      Black & Decker coffee pots are licensed products manufactured and sold by ******** ******.  This complaint has been forwarded to ******** ****** for handling.
    • Initial Complaint

      Date:12/21/2023

      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 ordered a portable AC/heat pump on ******. When I went to use the heat function the unit would only work for approximately 8 minutes then shut off. The seller refused to take it back and told me to file a warranty claim. I filed a claim ticket number *****. The faulty unit was returned to Black and Decker and received by them on 10/23/23. A new unit has not been sent to me. I have called at minimum four times. Each time being told the issue will be escalated. Then after that no response or outreach from Black and Decker. At this point I have had to buy other supplemental heating and want a refund.

      Business Response

      Date: 01/05/2024

      Black & Decker portable air conditioners are licensed products manufactured and sold by Equity Brands.  This complaint has been forwarded to Equity Brands for handling.

      Equity Brands acknowledged receipt of this incident and provided the below update on 1/3/2024:

      Customer has been
      called and unit is shipping on ***** tracking ************

    • Initial Complaint

      Date:12/19/2023

      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.
      5/10/23 purchased a battery operated DEWALT lawn mower. Worked until July 2023. Called DEWALT to troubleshoot and they gave me a number for their repair sys in my area: ******* ***. Called them and they said they hadn't been involved with them in over ten years. Called DEWALT again and they said,"no problem, we'll send a new one" . After we hadn't heard anything Called again they said we didn't send a pix of rcpt or mower..(they never asked).sent what they asked for. Nothing ..Called again they said they didn't get it..this went back and forth. Then they got it, but the mower is out of stock. She emailed me tutorial video (so I could fix it)..for a different mower. Then Asked if I wanted an inferior one..nope. then she gave me a number to call for a refund..YES!!!...That number was not for refunds..only repairs.HELP. 15 emails that I have and as many phone calls. They assign me req numbers:
      ******** ******* ******* ******* ******* ******* And its just back and forth. Even saying that I contacted the news..they just don't care
      Please note that I don't have the capabilities to send copies of emails. However, after talking with Mike at your office he said I can fax them to 410-347-3936.
      There are approximately 27 pages .
      I thank you,
      ***** ********* *** *** ****

      Business Response

      Date: 01/02/2024

      We contacted the customer on 12/21/23 and offered the customer a $700.00 refund for the lawn mower.  The customer accepted the refund.  The customer was informed the refund check will arrive in 5 to 8 weeks.

      Customer Answer

      Date: 01/04/2024



      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,



      ***** *********
    • Initial Complaint

      Date:12/05/2023

      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 countertop Black and Decker Ice Maker in March 2023 and I purchased. 2 year extended warranty at the same time. On October 26, 2023, the ice maker stopped making ice! I called the number to Black nd Decker on the book that came with the ice maker to make a claim for a replacement. They took down all the information and told me a replacement would be shipped out to me! I was supposed to have received a tracking number which I never received. I have called several times to see when I could expect the replacement. I have asked to speak to a supervisor which they will not allow me to do and I have ask to be transferred to their warehouse supervisor which they claim they cannot do that either! They keep saying they do not have any of these ice makers in their warehouse! I cannot believe that during this 7 weeks they have not gotten any of these machines into their warehouse!

      Today I finally called ********* ***** which is where I purchased the ice maker from and the lady there was super nice and since I had purchased the extended warranty they are mailing me a check for the entire amount I paid for the machine! They were super nice about the entire ordeal!

      I only ordered the Black and Decker Ice Maker because I thought that Black and Decker was a reputable company and stood behind all of its products! Well I got my eyes opened up on this one. I know differently now! I will never purchase anything else with the name Black and Decker on it again! They do not stand behind their warranties!

      I would also feel they should refund my money I paid for the 2-year warrant if they are not going to honor it!

      Business Response

      Date: 12/12/2023

      B&D ice makers are licensed products manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.

      Business Response

      Date: 12/12/2023

      Please see the below update from Equity Brands:

      Icemaker has been out of stock and recently
      replenished.
      This will ship under ***** tracking
      ************.

      Customer Answer

      Date: 12/13/2023

      But Black and Decker does not specify when they will be shipping this product!   They have been telling me for over a month it would be shipped and it never has.   I want a specific ship date from them because I do not believe they have any intention of honoring this guarantee!    Can you get that from them?   

      Thank You

       

       

      Customer Answer

      Date: 12/18/2023

      No this complaint has not been resolved!   They sent a tracking number on December 7, 2023 and said I would received the item within 10 days!   Well to make the long story short, I have not received the item nor has ***** picked the item up from Black and Decker.  I checked the tracking number at ***** a couple days ago and it has been generated but they do not have the item nor have they picked the item up for shipping!   Black and Decker lied again!   I have come to the conclusion they have no intention of shipping a replacement item per the warranty on this item!    I do not believe I will ever receive my replacement item from them even though I paid for a 2 year extended warranty and it had some warranty on it when I purchased it!    They are not a reputable company!

       

      Thank You!

       

      ****** *****

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