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.

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

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• 

  Black & Decker (U.S.) Inc.

  701 E Joppa Rd Towson, MD 21286-5559

• 

  Black & Decker (U.S.) Inc.

  5050 Factory Shops Bv #1005 Castle Rock, CO 80104-1922

• 

  Black & Decker (U.S.) Inc.

  1300 N Interstate 35E Carrollton, TX 75006-3880

• 

  DeWalt Industrial Tool Co

  Wethersfield, CT 06109

• 

  Black and Decker Service Center Suite 112

  1300 N Interstate 35E Carrollton, TX 75006

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:10/16/2023

  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.

  On August 22 2022 I purchased a “Dewalt 2lb Fiberglass Drilling Hammer for ~$16.97. I purchased this product on the pretense that it was above its competitors and it was what I was in the market. Also I have been a loyal customer to Dewalt buying there products through the years. However once I received a recall notice by an email by **** ***** (place of purchase) on May 3rd 2023 that the product had been recalled I stated the long and rigorous process of trying to get my money bag for this product that is no longer usable. I have been in communication with Black & Decker/Dewalt for four months now waiting on my check to be issued for refund. I have provided all requested information and a valid mailing address. I have just been informed now 4+ months in the process of trying to get my refund that all of the checks they have allegedly issued via mail have been returned and alleged damaged by USPS. And now I am responsible for getting in contact with USPS to get further resolve. I don’t believe this to be my responsibility as I have requested that the check be sent certified mail multiple times so I could keep track and ensure for the company and me that I was in of my refund check. I have requested to speak with higher administration within the company but have been denied or even out right ignored. I am just wanting a further resolution to my matter and I am hoping you guys can help.
  
  -Also I have email records regarding my communications with the company.

  Business Response

  Date: 10/23/2023

  We made multiple attempts to send a refund check to this customer, only to have them returned by the local post office saying they were received in a damaged condition.  We contacted the customer and informed them of the problem.  We suggested trying an alternate address, but the customer refused.  We have re-submitted another check request and are waiting for the tracking# from accounts payable.  An update will be provided shortly.

  Business Response

  Date: 10/27/2023

  Re-issued refund check has been processed and sent via FedEx tracking# ************.

  Customer Answer

  Date: 10/27/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20737396, and find that this resolution is satisfactory to me, I can also confirm that I was in receipt of the promised check and the business has been working with me and addressed all my concerns in my original complaint. I feel through there efforts, even so much they are sending me a gift. That they have restored my trust in them and I look forward to buying there products in the future. Even though some of the original responses from the company weren’t satisfactory. I can say now I am satisfied. I would also like to note representatives like Rochelle are an essential part to the resolution process. As someone who has worked in customer retention/service I can definitely appreciate the skills Rochelle exercised and the sense of responsibility she had as a representative working on my complaint. I think a lot of the reps in this company and others could really use some of those skills and I can say I am impressed. Rochelle really showed that Dewalt is a good company deep down. 
  

  Kind Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:10/13/2023

  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 had an issue with a drill I've recently bought. I called up dewalt to see what can be done for the defective product. When I was told the product was discontinued, they gave me an offer of something similar. They told me it would take 2 weeks for the product to arrive and I knew I was going to be away when it came, I called back trying to see if their was anything else that would arrive earlier. After speaking to a representative about it and discussing other products, I was offered and told it was approved from the higher *** to receive a different set of tools instead of the one I was told that would come in 2 weeks. A short while after that I received a phone call regarding this and I was told they wouldn't be able to send out what I was promised even though I was told by the representative that they got it approved from their supervisor. For a company like dewalt that has always been behind their products, I personally think it was 100% unfair for what they did. Yes, the representative made a big mistake, but at the same time, dewalt should stand behind their word and send me out the product I was promised.

  Business Response

  Date: 10/20/2023

  Customer is not satisfied with previous ****************************** and ****** new replacement products sent to him.  Customer requested ********************************** kit.  We contacted customer and agreed to send him a ********************************** kit when the previously sent DeWalt DCF899B and DCB201 products are returned to **, using the return label we are sending him.

  Customer Answer

  Date: 10/20/2023

   
  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,
  
  *** ********

  Customer Answer

  Date: 10/21/2023

  After I received a phone call back from dewalt After I sent back the drill that they sent me as a replacement and I was told once I send back the drill and battery they will send me the set I was promised. The way dewalt has lied to me in this situation is truly unacceptable and unprofessional. This is the second time dewalt is playing around on their word. Truly something I never expected from such a company. I expect this to be taken care of
  

  Business Response

  Date: 10/27/2023

  DeWalt DCK21000D1T1 kit has been ordered and will be shipped to customer shortly.

• Initial Complaint

  Date:10/13/2023

  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.

  Hello,
  
  I am writing in regards to my Black and Decker BWAC08WT Air Conditioner. I first wrote in to Black and Decker on June 09th, 2021 (Ticket: *******) then they advised me to contact Black and Decker division, W Appliance at ********************* . Then they never responded even after several emails. So I reached out again this year. They said it was pass the warranty. When I reached out. I showed them that i reached out within the time frame and they never replied back after that. The correct department they never reach out. They keep saying it was escalated but no one reached out.

  Business Response

  Date: 10/20/2023

  Black & Decker air conditioners 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: 10/20/2023

  
  
  Complaint: 20727834
  
  
  
  I am rejecting this response because: ****** fails to reply to emails from time to time. It’s been over several weeks with my last interaction from them. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 10/23/2023

  Please see the below response from ****** ******:

  Upgrading customer to a 10,000 BTU Window
  unit.
  ***** ************

• Initial Complaint

  Date:10/04/2023

  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.

  In June 2023, my portable A/C unit was not working correctly. I called customer ********************** and they recommended we send it in for repair. We followed directions as provided as the warranty was still valid. It is now September, we have contacted them multiple times with their staff located in ****** saying its under review. We were so tired of waiting for them to fix it that we recently requested them to send back the original unit. They refused. It is extremely unfair that this business can continue to get away with not honoring warranties. If I had of known this at the time of purchase I would not have got the unit. I have read a vast number of comments regarding Black and Decker and is a continued theme. They are falsely advertising by stating that they have warranties. They need to be called out on this and hard working g individuals should be entitled to what they paid for.

  Business Response

  Date: 10/11/2023

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

  Business Response

  Date: 10/19/2023

  See the below response from ****** ***************************** tracking is ************.
  Customer has been contacted.

• Initial Complaint

  Date:09/27/2023

  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 Dewalt Drill, model DCF887, ad part of a combo kit, not too long ago ant Tiffin, Ohio Lowes, and the ***** has just recently given out. I was expecting this drill to last longer the warranty that Dewalt offered, but it obviously didnt. It also add some time of oil, intoxicating liquid that was dripping out of the drill on my job site, so I had no choice but to discard it before anyone got hurt from the leaking liquid. I am expecting Dewalt to ship me a new Dewalt Impact Drill, Model DCF887, as soon as possible so that I am able to have a new drill that works correctly without leaking possibly hazardous liquid all over my hands and arms. Thank you.

  Business Response

  Date: 10/03/2023

  We contacted the customer and are sending him a new ********************** Impact as a one-time customer ********************** gesture.  Customer understands future consideration can only be given with a returned product.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20658136
  
  I am rejecting this response because I have yet to receive the impact drill in ordinary mail.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/12/2023

  Stanley, Black & Decker has sent me a replacement Dewalt impact drill through the mail. I am satisfied with this resolution, and would like to close this case. Thank you.

  Sincerely,

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

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a model BPACT08WT portable air conditioner in 2022. Just prior to one year, the unit quit producing cold air. I contacted B&D to have it replaced under warranty. After several attempts, the FINALLY shipped a new unit after sending back the original. It took a good couple months for them to ship it to me. When I called to find out when it was being delivered, I was informed it's still in their system being processed. This after several weeks. I came to find out later that a unit was delivered to my building. Apparently they don't track their deliveries! When I opened the new unit, I found that one of the major components that is used to fit into the window was broken. I've made at least seven calls / emails / chats to Black & Decker and nothing is getting resolved. This is the worst company I've ever dealt with. If my team were to respond in this manner, they would have all been fired. To date, I still do not have the part and the agent I just spoke with has once again pushed me off to another company to handle. They don't respond! Very frustrated.

  Bureau Response

  Date: 09/22/2023

  Stephen ******
  Black & Decker (U.S.) Inc. 
  
  *** * ***** **
  ****** ** *****
  
  
  
  
  
  Dear Stephen ******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/20/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  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: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

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

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Edward ******

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail: *******************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Repair Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I purchased a model BPACT08WT portable air conditioner in 2022. Just prior to one year, the unit quit producing cold air. I contacted B&D to have it replaced under warranty. After several attempts, the FINALLY shipped a new unit after sending back the original. It took a good couple months for them to ship it to me. When I called to find out when it was being delivered, I was informed it's still in their system being processed. This after several weeks. I came to find out later that a unit was delivered to my building. Apparently they don't track their deliveries! When I opened the new unit, I found that one of the major components that is used to fit into the window was broken. I've made at least seven calls / emails / chats to Black & Decker and nothing is getting resolved. This is the worst company I've ever dealt with. If my team were to respond in this manner, they would have all been fired. To date, I still do not have the part and the agent I just spoke with has once again pushed me off to another company to handle. They don't respond! Very frustrated.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Repair
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 09/22/2023

  Edward ******
  
  *** * ****** *** ***
  ********* ******** *** *****
  
  
  
  
  
  Dear Edward ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/20/2023 against Black & Decker (U.S.) Inc..  Your complaint was assigned ID ********* 
   
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

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

  Business Response

  Date: 09/29/2023

  Please see the below response from Equity Brands:

  Customer received her replacement in June
  via FedEx ************
  Her window kit was cracked and we have been
  waiting for the parts which recently came this week and sent FedEx Second Day
  ************.

  Bureau Response

  Date: 09/29/2023

  Edward ******
  
  *** * ****** *** ***
  ********* ********** *****
  
  
  
  
  
  Dear Edward ******:
  
  
  
  This message is in regard to your complaint submitted on 9/20/2023 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:
  
  
  
  

  Please see the below response from Equity Brands:

  Customer received her replacement in June
  via FedEx ************
  Her window kit was cracked and we have been
  waiting for the parts which recently came this week and sent FedEx Second Day
  ************.

  Customer Answer

  Date: 09/29/2023

  When I track the FedEx number that was provided, it shows label being created on Sept. 29th.  So, hasn't even shipped yet.  I've had this unit since June of this year.  Also, I don't understand how the package dimension can only be 12"x10"x3".  There are three separate pieces and each piece is longer than 12".

  Bureau Response

  Date: 09/29/2023

  Stephen ******
  Black & Decker (U.S.) Inc. 
  

  *** * ***** **
  ****** ** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 9/20/2023 by Edward ******.  This complaint was assigned ID *********
  
  
  
  Why am I receiving another letter regarding this complaint?
  
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  
  
  How do I see the new information?
  
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  
  
  

  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: **************

  
  What should I include in my response to the consumers rebuttal?
  
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  
  
  
  How many more times will I have to respond to this complaint?
  
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  
  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

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

  
  
  MESSAGE FROM CONSUMER:
  
  
  
  When I track the FedEx number that was provided, it shows label being created on Sept. 29th.  So, hasn't even shipped yet.  I've had this unit since June of this year.  Also, I don't understand how the package dimension can only be 12"x10"x3".  There are three separate pieces and each piece is longer than 12".

  Business Response

  Date: 10/04/2023

  Please see the below response from Equity Brands:

  Customer has replacement unit and to my
  understanding the window kit was broken.
  We have sent the window panels FedEx Second
  Day and they were received. ************
  A follow up call was made and a voice mail
  was left to be certain the customer is satisfied.

  Bureau Response

  Date: 10/04/2023

  Edward ******
  
  *** * ****** *** ***
  ********* ********** *****
  
  
  
  
  
  Dear Edward ******:
  
  
  
  This message is in regard to your complaint submitted on 9/20/2023 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:
  
  
  
  

  Please see the below response from Equity Brands:

  Customer has replacement unit and to my
  understanding the window kit was broken.
  We have sent the window panels FedEx Second
  Day and they were received. ************
  A follow up call was made and a voice mail
  was left to be certain the customer is satisfied.

  Bureau Response

  Date: 10/09/2023

  Stephen ******
  Black & Decker (U.S.) Inc. *** * ***** **
  ****** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Edward ******
  
  
  
  Dear Stephen ******:
  
  
  
  Thank you for your recent response to Edward ******. 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: 10/09/2023

  Edward ******
  
  *** * ****** *** ***
  ********* ******* ** *****  
  
  
  
  
  
  Re: ID * ********* Black & Decker (U.S.) Inc.
  
  
  
  Dear Edward ******,
  
  
  
  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: ###-###-####
  

• Initial Complaint

  Date:09/21/2023

  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.

  Dewalt service center has had my mower since June of 2023. I was told I was getting a refund due to mowers being on global backorder. It is now 9/20/23 and I’ve yet to Receive my refund. I can’t get anyone to return my calls or my emails. I complied with there initial request and have been left in the dark. I want a full refund and reimbursement for the lawn care I was forced to pay for because dewalt can’t get their act together. Legal action will be my next step.

  Business Response

  Date: 09/29/2023

  We contacted the customer and, as requested, we will be sending him refund check.

  Customer Answer

  Date: 09/29/2023

  When the refund arrives and is in my account I will gladly close this case. 

  Customer Answer

  Date: 10/04/2023

  I did answer the complaint. I do not wish to close the case. I’m awaiting the refund I was promised. When it arrives I will close the case 

• Initial Complaint

  Date:09/15/2023

  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.

  I bought a $500 Black and Decker portable air conditioner that did not work properly anymore so started the exchange process for a working product. After speaking with customer service, I sent my air conditioner in to Black and Decker because they wouldn't allow me to wait until I received a working unit to send the defunct one in. Black and Decker's policy was that I may have to wait 1-2 weeks after they receive my unit before I receive the new working unit. They received my unit on July 18. I still have not received a working unit. I have called customer service 10+ times. Every time I am told I will receive an email with a tracking number in 2-3 business days. This has never happened. I want my money back or a working unit. They've done nothing but lie to me and are essentially stealing from me because of "their policy". The number with customer service is *****

  Business Response

  Date: 09/22/2023

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  We have referred this notice to Equity Brands who acknowledge receipt of this matter.

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your response of "We have referred this notice to Equity Brands who acknowledge receipt of this matter" is not satisfactory. Equity brands has had receipt of this matter for 2 months and there has been zero progress. They told me I would have my product back in 1-2 weeks and it was received on July 18. At this point we have 90 degree heat in the house and I don't have an air conditioner that I bought to resolve this issue because Black and Decker made a faulty product that they apparently won't replace. If Black and Decker doesn't have an air conditioner to replace mine (which they must not because it's been 2 months), I need a refund so that I can buy a different one. 

  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/27/2023

  Please see the below response from Equity Brands:

  Spoke to the customer who decided not to
  pursue a refund.
  He wants the unit and just requested the
  tracking which is ***** *************

• Initial Complaint

  Date:09/14/2023

  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 air-conditioner on 7/21/22 off ****** in the height of the Seattle heatwave. The upcharge was incredibly high given the timing of the purchase. Total purchase was for $509.11. I used the unit for the month of August, however it would overheat and constantly trip my breaker rendering it unusable. I attributed this to the heatwave, and stored the unit for the following summer. In June 2023, I unboxed the unit to use to see if the same issue occurred not in a heat wave. The unit had the same issues as when I first purchased, and I contacted Black and Decker as it was still under warranty.
  
  I sent request on 6/9/23, and was told I would be sent a return label. A week past, and I still did not receive a label. I contacted customer service, who said it should have been emailed. They then sent me a label on 6/22, and requested the new unit be rushed once received. I had to obtain a box to ship the unit back, and drop it off at a UPS location. The weight of the unit is 3/4 of my personal weight. Nonetheless I followed instructions and did this. The item was received on 7/31/23.
  
  I did not receive any word back, and I followed up with the representative who had previously emailed me on 8/7/23. I did not receive a response. On 8/16/23 I called to confirm the unit was received. The customer service representative confirmed yes, and apologized noting I should get a tracking number the following week. I never received a tracking number. I followed up once more on 8/31/23 after a month had past, and never received a response. It is now 9/13/23 and I have not been contacted nor have I received the item.
  
  I have records (attached) that confirm the dates I have contacted them, as well as my original purchase receipt, and confirmation for shipping the item. I did not have an air conditioner in a heatwave this summer. At this point, I would like a refund for the item as it is useless to receive in the fall, and I am very upset with the entire situation.

  Business Response

  Date: 09/21/2023

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice has been forward to Equity Brands who acknowledge receipt and confirmed they are handling this matter.

  Customer Answer

  Date: 09/26/2023

  Hello,

  I sincerely apologize, as the previous two attempts at contacting me when to my spam folder. Please let me know how I can re-open or re-submit this case, as it has not been resolved.

  I contacted Black and Decker a week ago again to follow up and was apologized to, told that it would be escalated to a manager but there is no one I can speak directly with, and the service representative assured me that I would be provided a tracking link. They also asked for me to follow up again versus them contacting me which was very strange. All in all, I never received a tracking link or the actual unit and would still like to follow up on my original complaint.

  Please feel free to contact me at your convenience either by phone, or by email - I will be sure to keep an eye on my inbox. Thank you!

  Sincerely,

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

  (516) 507-0105

  Business Response

  Date: 10/24/2023

  Please see the below update from Equity Brands:

  This customer would like the
  upgrade we offered with AC/HEAT (BPT10HWTB)  but will check with her
  management facility for authorization  to see if its allowed in her
  building.
  She said she will get back to
  us and that was Oct. 5th.

  Customer Answer

  Date: 10/27/2023

  Hi *******,

  Thank you so much for following up with me.

  Unfortunately after speaking with my building management, I will not be allowed to possess the unit sent by Black and Decker that contains the heating feature. I had informed the customer representative I originally spoke with of the possibility of this. It is not authorized under my renters/building's standards. I will need to request a return label in order to send this item back to them. 

  My original request for resolution was a refund for the unit given the amount of time that had passed on Black and Decker's end, as my initial contact to them had been in the beginning of June 2023. The summer past without me having an air-conditioning, and the delivery of another air conditioning unit in October will not serve me any benefit.

  I would like the original request for a refund to be honored in order to resolve this situation. 

  Please feel free to contact me should you need any additional information. 

  Sincerely,

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

  Business Response

  Date: 11/06/2023

  Please see the below update from Equity Brands:

  The refund was approved and the customer
  refused the unit.
  Once its delivered to the warehouse we will
  process the check.

  Customer Answer

  Date: 11/06/2023

  Hi *******,

  Thank you for this update. I am satisfied with the response, and with the business’s decision for a refund.
  

  I do still need a return label to ship the unit back. Should I contact Equity Brands directly regarding this before formally accepting? Is this something that will be sent once BBB is able to close the case?
  

  Thanks for all your help!
  

  Sincerely,

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

  Business Response

  Date: 11/13/2023

  Please see the below response from Equity Brands:

  Paperwork for the customer's refund has been submitted.

  Customer Answer

  Date: 11/13/2023

  Update 11/13:

  Black and Decker contacted me and left a voicemail in regards to the claim. I contacted them back, and explained I am waiting on the return label to be sent in order to return the unit I received, and have the refund be processed.
  

  They requested I call them back in 24 hours as this needs to be confirmed by another department. 

  Business Response

  Date: 11/14/2023

  Hi *******

  The customer has been contacted and given a return label. Refund will follow.

  Thanks

  Customer Answer

  Date: 11/18/2023

  Hi *******,

  I received the return label, and shipped back the unit 11/17. ***** Tracking Number is ************. I will look for confirmed delivery, and for refund from the vendor. 

  Thank you!

  Best,

  ******

  Business Response

  Date: 11/27/2023

  Thank you for the update.  Information has been forwarded to Equity Brands to confirm the return delivery and to process the refund.

   

  Customer Answer

  Date: 11/30/2023

  
  
  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. I have received the refund, and have had the amount deposited to my account. Thank you for your help and patience with this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:09/12/2023

  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.

  It's been 6 months I asking for replacement or refund, the ac unit was stop functioning. I'm experiencing health issues because of the absence of the unit. I need to sue black and decker ac unit for any neglect the done.

  Business Response

  Date: 09/19/2023

  Black & Decker air conditioners are licensed products manufactured and sold by *************.  This notice has been forwarded to ************* who acknowledge receipt and that they are handling this matter.  ************* advised the customer will receive a refund since this model is no longer available.