Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Black & Decker (U.S.) Inc.

  701 E Joppa Rd Towson, MD 21286-5559

• 

  Black & Decker (U.S.) Inc.

  701 E. Joppa Rd, TW425 Baltimore, MD 21286

• 

  Black & Decker (U.S.) Inc.

  Wethersfield, CT 06109-3053

• 

  Black & Decker (U.S.) Inc.

  700 W. Mississippi Denver, CO 80223

• 

  Black & Decker (U.S.) Inc.

  P. O. Box 174335 Denver, CO 80217

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:12/04/2023

  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 compact portable dryer 11/14/2023 from ******. I called back 7/25/2023 to see if they could repair the nob that was broken. Instead of repairing the nob I was asked to cut the power cord to send and submit documents to prove the purchase and serial number. I sent the information to them the same week and received my replacement 8/8/2023. After a month of having my dryer it stopped working while drying my clothes so called on 9/25/2023 to submit a replacement for the current unit. I called 7-10 business days as I was instructed checking the status of the replacement. There was no replacement sent as of yet and was instructed to call back the following week. When that week came there was still no update on the replacement just the customer representatives telling me to call back the next week. As I was instructed to call back I did for the second time still with no resolution on the replacement dryer but them letting me know that they have escalated the issue and to call back the next week. As instructed I called back the following week and still no update just them letting me know they are going to escalate the case again. So since then I have been calling every week as instructed even as of 12/4/2023 and still there is no update and the customer representatives are stating they can only escalate the case and that’s it. There is no mangers or supervisors that we could talk with as quoted from the representatives to try to resolve this issue just to keep calling back every week for an update.

  Business Response

  Date: 12/12/2023

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

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s been 3 months since I requested the replacement and still no change in status which is out of their contracted timeframe when a replacement should be replaced. There is no person of management that is there to look into this matter or confirm if the warehouse they are waiting on has received the request which has be escalated multiple times each week I called. Nothing has satisfied me at all, until I can get more information and some type of next step besides it’s escalated and they are working on it I will not be satisfied. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 12/15/2023

  Please see the below update from Equity Brands:

  Tracking for *** ***** ************
  Customer has been advised

  Customer Answer

  Date: 12/27/2023

  I still have not received my replacement dryer and they gave a tracking number and it’s been in the same status since 12/14/2023. Customer service still has no updated information on when I will receive the replacement and it’s now going on the fourth month. Either they need to refund me my money at this point and get me a replacement with an extended warranty for the inconvenience. 

  Business Response

  Date: 01/05/2024

  See the below response from Equity Brands on 1/3/2024:

  Replacement unit lost in transit. Will file a claim.  Another unit sent out today via ***** tracking ************
  The customer wasn’t available but
   voicemail has been left.

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:12/04/2023

  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.

  In Nov 2022 I filed a warranty claim with Dewalt corporate to help me find a solution for a total of 8 batteries purchased on two separate occasions. I talk to customer service and there is a large email thread of emails back and forth with more than 10 employees. I would’ve sent the batteries back if I wasn’t given misleading information I took the batteries to get replaced at batteries plus in San Jose I spoke with Jeff he is the manager of this location and he was able to provide a receipt with the model numbers of eight batteries in total that were recycled at his facility. I got in contact with Rochelle Dewalt agent she mentioned that the batteries were in back order this was on Feb 2nd2023. Four months later in June Dewalt requested my address for shipping the batteries would arrive in two separate shipments. August called them information my shipment I never received a tracking number I had specifically told customer service on two occasions to please send the tracking number. It was never sent to me then I call customer service the tracking number by then the representative I spoke to mention package was already delivered and there was nobody there to sign for it the *** driver took a picture of the package but it’s nowhere to be found I contacted the office at the apartment complex personnel neighbors. I do live in a complex that has had mail stolen. Dewalt said they would look into the order and they never did anything for me only runaround I got in contact with Jacob Request receipt the person who made this purchases no longer employed so I have no access to receipts prior to them sending the shipment they never requested receipt misleading information why would he request a receipt after Dewalt package that *** lost when I request it twice second part of shipment never shipped out
  
  Below are model no and qty total 8
  DCB615 (4)
  DCB609(2)
  DCBP034(2)
  
  Contact and claim reference # below
  ***************** ****************** 
  Reference# **********

  Business Response

  Date: 12/11/2023

  Customer submitted a warranty claim for DeWalt
  batteries.  Customer has a history of
  submitting multiple warranty battery complaints with our company.  We requested photos and proof of purchase
  from the customer.  The proof of purchase customer provided did not match our records. 
  Customer recently provided us with their correct address.  As a final courtesy, we are sending the
  customer (4) DCB615 batteries, (2) DCB609 batteries, and (2) DCBP520 batteries.

  Customer understands future warranty claim consideration
  will only be given once their tools are returned to a Factory Service Center
  for examination.

• Initial Complaint

  Date:11/21/2023

  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.

  On July 10, 2022, the portable air conditioner that we had purchased the previous July froze up. The condenser was freezing. We called Black and Decker because it was still under warranty. They agreed and gave instructions on how to box the unit up and send it back. On July 14th, via email, we received a shipping label from them. We have called and called and called to see where the replacement unit was and we are continually lied to. We are told that it will be shipping any day now or it has shipped or the one given most often is that we will receive a tracking number in 5 days that our unit has shipped. I have tried escalating it up the line but we are forbidden to talk to anyone. The people in support are the only ones allowed to escalate our issues. It has been empty promise after empty promise.
  
  My latest attempt was on October 27, 2023. I called and I was told that they are way behind in getting the replacements. Yet, they are still selling them on Amazon. It amazes me. I explained in great detail the issues and told him about all the previous run around that I had gotten. He promised we would escalate it up the chain and that in "5 days I would receive my tracking number". I about died. All I could do was laugh. His name was Andrey or so he said.
  
  I have always used Black and Decker products but never again.

  Business Response

  Date: 11/29/2023

  Black & Decker air conditioners 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.  Equity Brands provided the below update:

  Contacted customer.  New replacement unit ordered, ***** tracking ************.
  
  

  Customer Answer

  Date: 12/04/2023

  We did receive a call from Black and Decker and they promised to send an email, just like in the past, with a tracking number. However, they did actually send an email on 11/28/2023 with a tracking number. This is the first time. However, I have checked the tracking number each day and the only update is that a label has been created. The product has not shipped yet and gives no other updates. It sounds fishy to me.

  I will keep you posted. Please do not close out this complaint.

  Thank you,

  ******

   

   

  Business Response

  Date: 12/11/2023

  Below is an update provided by Equity Brands:

  There may have been a delay within FedEx
  but the unit delivered on 12/6 under tracking ************.

• Initial Complaint

  Date:11/16/2023

  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.

  HI my name is ****** Gains, I am here begging for your help with my problem with Dewalt i got a table saw from them not 4 months ago IF that, an by some freak of nature the blade caught the plastic Guard and slung plastic a piece sliced my lip causing me to half to get 5 stitches, i have done sent them everything proof of purchase and my saw, i have my tracking number an everything, they have gotten it, But i have not gotten my replacement, Im a nice guy i dont mean to be rude, But if it is not take are of soon i will have no other choice But to take them to court. they have my addresss and everything they need someone best be getting back with me with my tracking number for my new table saw

  Business Response

  Date: 11/27/2023

  Stanley Black & Decker has received a significant number of warranty incidents under a variety of names (****** Gains BBB Complaint# ********, ******* ***** BBB Complaint# ********) utilizing the same home address.  As part of our investigation into these incidents, we have attempted to have a representative meet with the customer to develop and confirm information related to these incidents.  Despite numerous attempts, we have been unable to meet with the customer.  Our investigation into these incidents are ongoing, pending the customers cooperation.

• Initial Complaint

  Date:11/05/2023

  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 submitted proof of purchase as requested. Online I was given claim #***** from Equity Brands for my air conditioner whose condenser failed. I provided a screen shot of my invoice from ******. The vender wrote that they would "send your UPS return label between 2-3 business days" and "once unit has been returned...a new item will be sent." That was July 28, 2023. Despite 3-4 repeated reminders, no UPS return label has been received. ****** Order #*******************, my original order, was shipped 6/1/2020 at a total cost including tax of $417.99. I would like my money reimbursed or to receive a BPACT10WT Portable Air Conditioner replacement.

  Business Response

  Date: 11/14/2023

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice was forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.  See the below upated from Equity Brands:

  Unit was returned and new unit sent UPS
   ******************.

  Customer Answer

  Date: 11/14/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20826320, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  * * *****

• Initial Complaint

  Date:11/05/2023

  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 an air conditioner on June 19, 2021 through ******. The condenser was defective and I provided the seller with proof of purchase and they sent me a shipping label. I paid an additional $34.61 for a box to return the unit (July 16, 2021) and I provided them with proof of that return. Their email of June 28, 2021 indicated that "Once we receive the defective unit, you can expect a new unit within 3-4 weeks". I never received the new unit nor hear back from them. On April 5, 2022, I requested a refund and have requested a refund numerous times since. I have gotten NO response. When I just now looked up their address, I see the unit featured on their website.

  Business Response

  Date: 11/28/2023

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands for handling who acknowledge receipt.  See the below update from Equity Brands:

  Spoke to customer and let he know there was
  no file on her, only one call in the past.
  I advised I will replace the unit with a
  new one and she was fine with the outcome.
  Tracking to follow.

• Initial Complaint

  Date:11/02/2023

  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 ordered a DEWALT 20V MAX Tire Inflator from Amazon, May 30, 2023. It was advertised to work using the plug where my cigarette lighter was located, no battery or charger needed. It did NOT work on my car (Legacy Subaru). It did work on a friend's truck. I did not want to order a battery and charger because I had understood I didn't need to. I was trying to keep it simple. So, I waited too late to return it to Amazon. However, I could return it to DeWalt Factory Service Center, 3557-B Wilkinson Blvd., Charlotte, NC within 90 days. I contacted them, and they sent me a mailing label. I mailed it back in the same box and took it to our local Staples 8/12/23 to be picked up by UPS. I received a call from Lisa stating that they had received it, but didn't give Visa credits. I should be receiving a refund check in 4-6 weeks. No refund check after 6 weeks. I called Lisa and she gave me a ticket # and a processing # and a phone number to call. She had done all the appropriate paperwork. I was on the phone over an hour being transferred from one person to another with no results. I finally received a call back on 10/2/23 saying I should be receiving a check later in the week. No check! I called again and was told it was taking a long time to get all the approvals, and the check should be mailed out within the next day or so. Also, they told me I was dealing with a corporate company not a local one. I was also told that it takes a long time for a check to come all the way from Maryland to NC!! Still no check. I called again 10/30/23 and talked with Lisa. She said she would try to find out what was going on. She called the following day saying that they could not give me a timeline as to when the check would be mailed! I have sent a complaint request to the company by email but haven't received a response.. I am very frustrated and have never had a problem with a company like this. Thanks for any help you can give me.

  Business Response

  Date: 11/09/2023

  Our accounst payable department advised the refund check was processed and mailed on 11/1/23.  The customer should receive the refund check shortly, if not already.  We apologize for the delay and appreciate your cooperation.

  Bureau Response

  Date: 11/09/2023

  Jennifer ******
  
  *** ***** ***** *****
  ******** *****
  
  
  
  
  
  Dear Jennifer ******:
  
  
  
  This message is in regard to your complaint submitted on 11/1/2023 against Black & Decker (U.S.) Inc..  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Black & Decker (U.S.) Inc.. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Our accounst payable department advised the refund check was processed and mailed on 11/1/23.  The customer should receive the refund check shortly, if not already.  We apologize for the delay and appreciate your cooperation.

  Bureau Response

  Date: 11/14/2023

  Stephen ******
  Black & Decker (U.S.) Inc* *** * ***** **
  ****** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Jennifer ******
  
  
  
  Dear Stephen ******:
  
  
  
  Thank you for your recent response to Jennifer ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 11/14/2023

  Jennifer ******
  
  *** ***** ***** *****
  ***** ** *****  
  
  
  
  
  
  Re: ID * ********* Black & Decker (U.S.) Inc.
  
  
  
  Dear Jennifer ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  

  Customer Answer

  Date: 11/14/2023

  I did receive a check from the company, so all has been resolved.  Thank you very much.

  Bureau Response

  Date: 11/16/2023

  Stephen ******
  Black & Decker (U.S.) Inc. 
  
  *** * ***** **
  ******* ** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 11/1/2023 by Jennifer ******. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  I did receive a check from the company, so all has been resolved.  Thank you very much.

• Initial Complaint

  Date:10/31/2023

  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.

  Purchased 4 in 1 portable air conditioner from black and decker in early september of 2023, this year. Unit was not working properly for the heating portion and I filed claim with black and decker. Upon discussing the issue with the black and decker rep, they noted this was common with the unit and they would either repair or send a new model. They picked up the unit on Sept 26, 2023. I emailed the thread and heard nothing back for two weeks on a status. I called on Oct 24th to say where is my replacement and the rep said to just check back within a week if i did not receive an email saying they shipped out the replacement. I said this seems odd cause it's been over a month but they assured me. It's Oct 31st and I received no email or item from the company. I called today on Oct 31st and the representative stated "oh I'll expedite it and you should get an email confirmation by the end of the week, contact us if you don't hear back". I said this is unacceptable as this is what I was told last time and nothing happened. I asked to speak with a manager and she insisted there was no one else that could assist me. To not have any sort of confirmation that a unit has been sent out almost 5-6 weeks after it was picked up is extremely unethical business practices. The temperature in Chicago has dropped and I needed the unit for the heat.

  Business Response

  Date: 11/07/2023

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice was forwarded to Equity Brands for handling who ackowledged receipt and provided the following response:

  Customer being sent upgraded model
  ********** and tracking is FedEx ************.

  Customer Answer

  Date: 11/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20805495, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/20/2023

  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 have a battery under warranty and they have agreed that it is under warranty but I cannot get someone at Dewalt to solve my problem. I have contacted them by phone, ********, and their request submission form. Each time I am told that the battery is under warranty and each time the support comes to an end. On the phone, I was told that the system was down and that they would enter the replacement order that day and I would receive an email within a couple of hours confirming it. I then tried contacting them through ********. They also told me that the battery was under warranty but asked me to send a bunch of pictures. I sent the pictures and then never heard back (6+ hours later). I then tried contacting Dewalt through their Support page. I reached a representative by the name of Luke. He had me go through the whole thing again. I got to the part where he was going to order the battery and I got "I am currently experiencing some technical difficulties" as a response. He told me to give him a moment and he was going to get someone to assist me. I waited for over 15 minutes and Luke never came back nor did anyone else come to assist me.

  Business Response

  Date: 10/26/2023

  We contacted the customer and ordered a DeWalt DCB205 battery, tracking# ******************.

  In an unrelated matter for the same customer, we ordered a DeWalt DCBL772B blower, tracking# ******************.

• Initial Complaint

  Date:10/18/2023

  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 ordered the Black + Decker small portable washer on April 2, 2023. I loved using it as sending my clothes out was costing about $70 a week. The machine stopped working in early September. I did everything I was told to get a new machine from them. I’ve been given a ticket number and whenever I call they say my ticket has been “expedited” clearly their go to phrase. If they aren’t able to replace it why not just reimburse me for another. Getting my laundry washed is so inconvenient and super costly.

  Business Response

  Date: 10/25/2023

  Black & Decker portable washers 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: 10/30/2023

  Please see the below response from Equity Brands:

  Customers unit was in transit and she
  refused delivery.
  Unit is now on its way back to us and I
  have asked for authorization to refund.
  Will confirm once I have a response.

  Customer Answer

  Date: 10/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20741867, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********