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 & Decker (U.S.) Inc.

  4229 S 84th St Omaha, NE 68127-1705

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:08/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to receive information from DEWALT, which is owned by Stanley Black & Decker. I previously submitted a query request for such information, and received a reply from ********************************** stating response / information would be forthcoming. They assigned the following "identifier," to my case: "Ticket #******* | SERVICENET > ************************************* > Tools / Parts Supplier Query."They HAVE NOT followed up, and attempts to send reply to their initial email acknowledgements only result in multiple "undeliverable" responses, or an endless myriad of newly assigned Ticket #s, which get me nowhere, and are EXTREMELY exasperating and frustrating.Pleas facilitate provision of response to and information / clarifications requested, via aforementioned query - herein above referenced via aforementioned "Ticket #".Thank you

  Customer Answer

  Date: 08/05/2023

   

  Please be advised that this complaint has now been resolved satisfactorily and I an happy with the outcome / resolution achieved, so this matter may be CLOSED.

  Thank you very much to all parties involved in helping to achieve this goal.

  Sincerely,

  ****** K ********* Sr
  

• Initial Complaint

  Date:08/04/2023

  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.

  I bought a Black and Decker ** unit for over $400. This thing never worked since it arrived. The air coming out of the front and out of the exhaust are the same temperature. It's also super noisy. I ordered it early anticipating that once it got hot all the ** units would be sold out (this is how it's been in previous *******) so by the time I plugged it in and tried to use it I was beyond the return window for where I purchased it.I called Black and Decker's customer ********************** to see about getting a replacement or a refund, since my unit never functioned. They said they would send me a return label so that I could mail them my unit and receive a replacement. They sent me the email asking for my proof of purchase, which I provided. That label never came through, so I followed up on my email 3 times and also have made two follow up calls to customer **********************. I just get promises that a return label will be issued by the "management department" but it still hasn't arrived. Plus, once they receive my returned unit, it will take several weeks for them to send a replacement. By the time it finally arrives we'll be through the worst of the heat. I just called again this morning and explained that at this point I want a refund so I can go buy a different unit - it's the hottest summer on record and I want to keep my family cool. Amazingly, they told me they can't issue refunds. They can't transfer my call to anyone who could talk to me about a refund or who could actually issue my shipping label on the spot - they can only submit a request in their system for the shipping label to be created. It's unreal how much I paid for this thing, and how awful my customer ********************** experience has been.All I want is a refund so that I can go get a different ** unit ASAP while it is still hot. I am happy to still return the nonfunctional unit - it's just garbage - but after this experience I don't want any Black and Decker appliances.

  Business Response

  Date: 08/10/2023

  The subject B&D air conditioner is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* who acknowledge receipt they are handling this matter.

  Customer Answer

  Date: 08/15/2023

  The business did not make a good faith effort to resolve the issue - they simply pointed out that the unit I purchased is a white labeled product and said they had sent my complaint to the manufacturer. I have not heard anything since and there was no indication of any action I could take. This should be reopened. 

  Business Response

  Date: 08/18/2023

  This case has been forwarded to ************* who advised they are working on resolving this matter for the customer.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20417467
  
  I am rejecting this response because:

  it shouldn't take over two months to get a replacement air conditioner. I have no guarantee about when the replacement will arrive and they said it could be many weeks due to shipping and processing delays. I had to go buy a different unit in order to keep my family cool this summer. I don't want a replacement any more, I want a refund.

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

  Business Response

  Date: 08/30/2023

  ************* advised a new unit was shipped to the customer under *****# ************ and delivered on 8/22/23.

• Initial Complaint

  Date:08/03/2023

  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 Ice maker from Finger hut in May of 2023 . On july 5 th, 2023 the unit suddenly stopped working . I contacted Black and Decker to start a warranty claim . On July 7 th I shipped in the required items for the warranty claim . Black and then called me and left me a voice mail saying they would ship me a new ice maker at the end of July (they left a voice mail which I have saved ) . When I called at the end of July because I didn't get any information they kept telling me the product is out of stock, and keep pushing up the restock date . I feel as though they are trying to keep pushing out the date until the product is no longer in warranty.When I've called them I asked for a supervisor and was told there was no supervisor I could speak to . I asked for a refund and was told no . I asked for a similar product and was told no I just need to keep waiting till they feel like sending me the item . I either want a refund or a new ice maker . If that model isn't available I would like a similar model I've enclosed pictures of the return and our emails ..

  Business Response

  Date: 08/09/2023

  The subject Black & Decker ice maker is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* who acknowledged receipt that they are handling this matter.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20401801
  
  I am rejecting this response because:

  I have called ************* many times, and they keep saying that they are waiting for the warehouse to respond before they can ship anything out . It seems the warehouse isn't responding and they keep pushing out the date . I spoke to someone last week who said the item would be shipped out today . When the item wasn't shipped out today I was told it would be shipped out next week because the warehouse isn't responding again .
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/17/2023

  ************* spoke to the customer and advised there was a delay with the order since this model was out of stock.  Stock has been replenished and a new unit is being shipped to the customer.

  Customer Answer

  Date: 08/17/2023

   
  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. 

  They sent me out a replacement, and I have the ***** tracking number .
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/03/2023

  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 heater ac last September for my son as a gift . I called ****** where I purchased it from because it was over filling with water and not working properly . They said it was over 30days I think it was a little over a month or two they wouldnt exchange it for a new one . So they told me to call Black and Decker for several months I have been calling and emailing asking them to give me a new one . Most of the time I just get transferred finally an email from ******* said they would send a label to return it . I have never seen that label and have not been able to return it for a new one .

  Business Response

  Date: 08/09/2023

  The subject Black & Decker heater/AC is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* who acknowledge receipt that they are handling this matter.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20401270
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/28/2023

  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.

  My Black and Decker portable dehumidifier stopped working within one year of the date of purchase. On 6/12/23 I called B&D about the limited warranty. They sent me an email on 6/12/23 that asked me to send proof of purchase. I immediately replied to the email on 6/12/23 with a copy of the purchase invoice. The initial email stated that I would receive a *** return label within 2-3 business days. I did not receive the label and sent an email on 6/16/23 with another copy of the purchase invoice. I called the warranty phone number on 6/20/23 and 6/21/23. I received the label via email on 6/22/23. I sent the item back and it was received on 6/28/23. I called B&D on 6/30/23 to confirm that the item had been received and to check the status of the replacement item. They told me that it would take two weeks for me to receive the replacement. I called on 7/11/23 and they told me that I would receive the replacement on 7/14/23. I did not receive a replacement and called on 7/19/23 to follow up. I was told that there was a delay by the delivery company and that they submitted a ticket and I would receive the item next week. When I asked for more details, they were not able to provide any additional information. I called on 7/20/23 to see if I could get any additional information. I was told that a replacement would be shipped the next week and to call on 7/26/23 if I had not received an email with a ***** tracking number. I did not receive an email and called on 7/26/23. I was told they submitted another ticket and I should receive the replacement next week. I have called every week for the last three weeks and every time I am told that they are putting in a ticket and that I should receive the item next week. I have repeatedly asked to speak with a supervisor and they tell me they dont have the ability to transfer the call. I have no reason to believe that I will receive the replacement. I am hoping that by involving BBB, there will be a resolution to this issue.

  Business Response

  Date: 08/03/2023

  The subject B&D dehumidifier is a licensed product manufactured and sold by *************.  This notice has been referred to ************* for handling.  ************* advised a new unit has been ordered and will be delivered to the customer by the end of the week.

• Initial Complaint

  Date:07/26/2023

  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 an AC unit from ****** in June 2022. Our unit was having a loud noise while running this summer (June 2023) so we were told to contact black and decker warranty for a replacement. I received an email with the shipping label to send the unit in so we can receive a replacement. This was over a month ago. We were told we would receive the new unit within 2-3 weeks. I called several times and sent emails with no response. We are reaching 100+ degree weather in ****** and I need my ac unit back. I want a new unit like I was promised. The sooner the better. I have no complaints with ******! Only with Black and Decker Warranty!!

  Customer Answer

  Date: 07/30/2023

  I was able to talk to someone who barely spoke English but she was rude and said there was no update and they will email me when the machine is sent out. The email clearly shows that it will take 2-3 weeks or approximately 5-10 business days. Its getting close to 30 business days now. 

  Business Response

  Date: 07/31/2023

  The subject B&D air conditioner is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* for handling.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20376275
  
  I am rejecting this response because this does not help at all. This is not a solution. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/03/2023

  ************* advised they contacted the customer and are sending the customer a new/upgraded unit that will be delivered shortly.

  Business Response

  Date: 08/03/2023

  ***** tracking# ************

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20376275
  
  I am rejecting this response because: the unit has not been shipped. I will accept when ***** has actually received the package. As of 2:35 pm CST the package has not been received by FedEx. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/09/2023

  The unit was received yesterday. I am now satisfied. Thank you for mitigating this issue. 

• Initial Complaint

  Date:07/13/2023

  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 14000 BTU portable Black & Decker air conditioner from Amazon on June 18, 2022. The price was $439.00 plus $32.93 tax for a total of $471.93. It worked the first Summer but, when I took it out the second Summer it would not cool. The unit had a one year warranty. I filed a warranty claim on June 2, 2023 and was sent a shipping label on June 7, 2023. I packed up the unit in the original shipping box with all the accessories. I called the company back and they arranged for a pickup by UPS on June 12, 2023. The tracking showed the company received it on June 14, 2023. Black & Decker acknowledged they received the unit that day. The ticket ID is ******. I was told in EMAIL 1 (June 2, 2023) from Alejandra ********** "It may take 2 weeks upon receiving your item for a replacement item to be processed and shipped." In EMAIL 2 (June 7, 2023) from Christine with the shipping label, I was told "It may take 2 - 3 weeks upon receiving your item for a replacement item to be processed and shipped." I called on June 28, 2023 and was told to wait 3 more days. I called on July 5, 2023 and was told the warranty claim would be "escalated" and to wait another 5 to 7 days. I received no email on a shipping date for the replacement unit during the 5 to 7 days. I called Black & Decker again on July 12, 2023 and was told another message would be sent to their warehouse and that they could not do anything else. I was not allowed to talk to a supervisor. I asked if my money could be refunded if they could not send me a replacement. I was told "no" but, she said she would put it in the report. It is July 12, 2023 and I am still waiting for an email about a shipping date on the portable air conditioner I shipped back on June 12, 2023. Black & Decker is not honoring their warranty claim and, at this point, I would just like my money refunded. I do not want to take a chance on another unit that may fail as well.
  Item was shipped to:
  GOLDEN OPPORTUNITY* ********* **

  Bureau Response

  Date: 07/13/2023

  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 7/12/2023 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:

  
  

  Darla ******

  
  

  
  

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

  
  

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

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Refund Or Exchange Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I purchased a 14000 BTU portable Black & Decker air conditioner from Amazon on June 18, 2022. The price was $439.00 plus $32.93 tax for a total of $471.93. It worked the first Summer but, when I took it out the second Summer it would not cool. The unit had a one year warranty. I filed a warranty claim on June 2, 2023 and was sent a shipping label on June 7, 2023. I packed up the unit in the original shipping box with all the accessories. I called the company back and they arranged for a pickup by UPS on June 12, 2023. The tracking showed the company received it on June 14, 2023. Black & Decker acknowledged they received the unit that day. The ticket ID is ******* I was told in EMAIL 1 (June 2, 2023) from Alejandra ********** "It may take 2 weeks upon receiving your item for a replacement item to be processed and shipped." In EMAIL 2 (June 7, 2023) from Christine with the shipping label, I was told "It may take 2 - 3 weeks upon receiving your item for a replacement item to be processed and shipped." I called on June 28, 2023 and was told to wait 3 more days. I called on July 5, 2023 and was told the warranty claim would be "escalated" and to wait another 5 to 7 days. I received no email on a shipping date for the replacement unit during the 5 to 7 days. I called Black & Decker again on July 12, 2023 and was told another message would be sent to their warehouse and that they could not do anything else. I was not allowed to talk to a supervisor. I asked if my money could be refunded if they could not send me a replacement. I was told "no" but, she said she would put it in the report. It is July 12, 2023 and I am still waiting for an email about a shipping date on the portable air conditioner I shipped back on June 12, 2023. Black & Decker is not honoring their warranty claim and, at this point, I would just like my money refunded. I do not want to take a chance on another unit that may fail as well.
  Item was shipped to:
  GOLDEN OPPORTUNITY,
  PATERSON, NJ
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  Refund; Replacement
  
   
  

  
  

  
  

  Bureau Response

  Date: 07/13/2023

  Darla ******
  
  
  
  *********** *** *****
  
  
  
  
  
  Dear Darla ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/12/2023 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: 07/20/2023

  We are sorry to hear about this incident.  The subject B&D portable air conditioner is a licensed product manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands for handling who acknowledged receipt and that they are handling this matter.

  Bureau Response

  Date: 07/20/2023

  Darla ******
  
  
  
  ************* *****
  
  
  
  
  
  Dear Darla ******:
  
  
  
  This message is in regard to your complaint submitted on 7/12/2023 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:
  
  
  
  We are sorry to hear about this incident.  The subject B&D portable air conditioner is a licensed product manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands for handling who acknowledged receipt and that they are handling this matter.

  Customer Answer

  Date: 07/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I still have not received my replacement portable air conditioner nor do I even have a date that it will be shipped.  I started this warranty claim on June 2, 2023 and as of today July 20, 2023. I still do not have my replacement portable air conditioner after initially being told it may take 2 weeks for the replacement to be sent.  I called the warranty number again on July 14, 2023 and was told they were out of stock and would send me a unit next week with a heater also instead but, this is Thursday and I have not even received an email that a unit is being shipped.  No shipping date.  I called again on July 18, 2023 and was again told the issue would be "escalated" and to call back in 3 days.  I understand B&D has licenced their name to Equity but, you would think that they would want to make sure their reputation as a historic brand known for great products, reliability, and fantastic customer support was not tarnished by this licensing arrangement.  My father had told me what great products B&D made.  He always bought them.  Please don't let your customers down who buy these products because of the B&D name on them.  Thank you.
  
  
  
  Sincerely,
  
  
  
  Darla ******

  Bureau Response

  Date: 07/20/2023

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

  *** * ***** **
  ****** ** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/12/2023 by Darla ******.  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:
  
  
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I still have not received my replacement portable air conditioner nor do I even have a date that it will be shipped.  I started this warranty claim on June 2, 2023 and as of today July 20, 2023. I still do not have my replacement portable air conditioner after initially being told it may take 2 weeks for the replacement to be sent.  I called the warranty number again on July 14, 2023 and was told they were out of stock and would send me a unit next week with a heater also instead but, this is Thursday and I have not even received an email that a unit is being shipped.  No shipping date.  I called again on July 18, 2023 and was again told the issue would be "escalated" and to call back in 3 days.  I understand B&D has licenced their name to Equity but, you would think that they would want to make sure their reputation as a historic brand known for great products, reliability, and fantastic customer support was not tarnished by this licensing arrangement.  My father had told me what great products B&D made.  He always bought them.  Please don't let your customers down who buy these products because of the B&D name on them.  Thank you.
  
  
  
  Sincerely,
  
  
  
  Darla ******

  Business Response

  Date: 07/24/2023

  Equity Brands advised the new replacement unit is being delivered to the customer this week.

  Bureau Response

  Date: 07/24/2023

  Darla ******
  
  
  
  ************* *****
  
  
  
  
  
  Dear Darla ******:
  
  
  
  This message is in regard to your complaint submitted on 7/12/2023 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:
  
  
  
  Equity Brands advised the new replacement unit is being delivered to the customer this week.

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:I was told a replacement unit was going to be sent last week. It never happened.  I was told this by Alejandra on July 14, 2023. I never received the replacement unit or even an email with a shipping date from Monday, July 17, 2023 until today Monday, July 24, 2023. I called again on Friday, July 21, 2023 and was told the unit would be shipped by Friday, July 28, 2023 but, that remains to be seen.  I still have not received an email with a shipping date or that a unit has been shipped and is on its way.  After so many "escalations", being told to wait three more days, and that a replacement unit was going to be shipped last week which never happened,  I am not accepting this settlement until a replacement unit is on my front porch.  Otherwise, after what I have been through, this is just another empty promise that will not be fulfilled.  Again, when I actually receive the replacement unit, then I will accept your settlement.   Thank you.
  
  
  
  Sincerely,
  
  
  
  Darla ******

  Bureau Response

  Date: 07/31/2023

  Stephen ******
  Black & Decker (U.S.) Inc. 
  
  *** * ***** **
  ******* ** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 7/12/2023 by Darla ******. 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:
  
  
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I was told a replacement unit was going to be sent last week. It never happened.  I was told this by Alejandra on July 14, 2023. I never received the replacement unit or even an email with a shipping date from Monday, July 17, 2023 until today Monday, July 24, 2023. I called again on Friday, July 21, 2023 and was told the unit would be shipped by Friday, July 28, 2023 but, that remains to be seen.  I still have not received an email with a shipping date or that a unit has been shipped and is on its way.  After so many "escalations", being told to wait three more days, and that a replacement unit was going to be shipped last week which never happened,  I am not accepting this settlement until a replacement unit is on my front porch.  Otherwise, after what I have been through, this is just another empty promise that will not be fulfilled.  Again, when I actually receive the replacement unit, then I will accept your settlement.   Thank you.
  
  
  
  Sincerely,
  
  
  
  Darla ******

  Bureau Response

  Date: 07/31/2023

  Darla ******
  
  
  
  ********** ** ***** 
  
  
  
  
  
  Dear Darla ******,
  
  
  
  This message is regarding Complaint ID # ********* Black & Decker (U.S.) Inc.
  
  
  
  Although you have rejected the response the business has provided, the previous response from the business addressed your desired resolution.  Therefore, your Better Business Bureau (BBB) is closing this complaint as Answered. 
  
  
  
  The text of your response may be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
  
  
  
  This complaint will be listed on the company's BBB Business Profile.
  
  
  
  
  

  Please feel free to contact us with any further questions.
  
  

  Sincerely,

  
  

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

  
  

  Bureau Response

  Date: 07/31/2023

  Stephen ******
  Black & Decker (U.S.) Inc. 
  
  *** * ***** **
  ******* ** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 7/12/2023 by Darla ******. 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:
  
  
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I was told a replacement unit was going to be sent last week. It never happened.  I was told this by Alejandra on July 14, 2023. I never received the replacement unit or even an email with a shipping date from Monday, July 17, 2023 until today Monday, July 24, 2023. I called again on Friday, July 21, 2023 and was told the unit would be shipped by Friday, July 28, 2023 but, that remains to be seen.  I still have not received an email with a shipping date or that a unit has been shipped and is on its way.  After so many "escalations", being told to wait three more days, and that a replacement unit was going to be shipped last week which never happened,  I am not accepting this settlement until a replacement unit is on my front porch.  Otherwise, after what I have been through, this is just another empty promise that will not be fulfilled.  Again, when I actually receive the replacement unit, then I will accept your settlement.   Thank you.
  
  
  
  Sincerely,
  
  
  
  Darla ******

  Bureau Response

  Date: 07/31/2023

  Darla ******
  
  
  
  ********** ** ***** 
  
  
  
  
  
  Dear Darla ******,
  
  
  
  This message is regarding Complaint ID * ********* Black & Decker (U.S.) Inc.
  
  
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
  

  
  
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  If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:
  
  
  
  

  
  

  BBB Serving Greater Maryland

  
  

  Attn: BBB Maryland Foundation

  
  

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

  
  

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is *********** Your time and consideration is greatly appreciated!

  
  

  
  

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

  
  

• Initial Complaint

  Date:07/07/2023

  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.

  April 24, 2022, we purchased through ******, a Black and Decker Air Conditioner BPACT12WT. It had a warranty which did not expire until July 2023. The air conditioner stopped working. We called them in Feb, 2023 after obtaining info from ****** on 2-10-23. Info sent to Black and Decker 2-13-2023, We were mailed an email with a return label because we were within the warranty timeframe. Mailed it off, email said about ten days, Emailed them on April 10 and 30 to warrantydocs@equitybrands,com. This was the email used to send our return label. In email, I mentioned item was received and we continued to have no response in getting our unit replaced. I called Black and Decker on May 1, 2023 and they promised to have it to me by Friday. My Husband has called since then 5 times, spoke to **** and each time they say it is on its way. The summer is half over and we have not received out unit. This is a huge company. Please help. We have all emails sent and can provide proof of phone calls made to Black and Decker.

  Customer Answer

  Date: 07/10/2023

  FRANCIA BENNETT <******************************> Jul 7, 2023, 10:38?PM (3 days ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  Good afternoon,
  
  
  This is for complaint #********.  ****** ********
  
  
  ----- Forwarded Message -----
  From: ******* ******* <******************************>
  To: Warranty Documents <*********************************************>; ****** ******** <***********************>
  Sent: Monday, April 10, 2023 at 08:56:10 PM EDT
  Subject: Re: [EXTERNAL] Fw: A message from Amazon Customer ********************** and ****** ********
  
  
  
  Good afternoon,
  
  
  We received the return label for our Black and Decker portable air conditioner. The tracking number is 1Z83V86E0392470459. Track and confirm shows it was delivered Wednesday, March 8, 2023 at 10:09 AM to the dock.
  The receipt also shows that it was received by ******. It has been over thirty days with the email stating it should have taken no more than ten days to get a replacement and two weeks for processing and shipping. Please send our new unit as promised with a new tracking number and advised estimated date of delivery.
  
  
  Thank you,
  ****** ********
  
  
  On Sunday, February 19, 2023 at 10:25:33 AM EST, Warranty Documents <*********************************************> wrote:
  
  
  
  
  Thank you for contacting us!
  
  Attached you will find the *** RETURN LABEL.   Please box the unit and use the label to ship the package/product.
  
  Once the unit has been returned and received, a new item will be sent to you.
  Please note there is a 10-day service period when returning products. It may take 2 weeks upon receiving your item for a replacement item to be processed and shipped. Once a new item is shipped, a confirmation and tracking number will be sent via e-mail.
  
  Feel free to call us back if you have any questions.
  
  Warm Regards,
  BLACK+DECKER Customer ********************** Team
  
  
  
  From: ******* ******* <******************************>
  Sent: Monday, February 13, 2023 7:01 PM
  To: Warranty Documents <*********************************************>; ****** ******** <***********************>; ******* ******* <******************************>
  Subject: [EXTERNAL] Fw: A message from Amazon Customer **********************
  
  
  Good evening,
  
  
  Please see below invoice information from Amazon as proof of our purchase. 
  
  
  Black & Decker BPact12WT Large Space Portable Air Conditioner ***** BTU
  
  
  You have my email:
  
  
  ***********************
  ************
  
  
  Thank you,
  ****** ********
  
  
  
  
  
  
  
  
  Sent from my iPhone
  
  Begin forwarded message:
  
  
  From: ***************************
  Date: February 10, 2023 at 1:05:38 PM EST
  To: ***********************
  Subject: A message from Amazon Customer **********************
  Reply-To: ******************************************
  
  
  ? Your Account **********
  Message From Customer **********************
  Hello, ****** ********.
  
  This is the invoice for your purchase of the BLACK+DECKER BPACT12WT Large Spaces Portable Air Conditioner.
  
  Name: ****** ********
  
  Order Placed: Sunday, April 24, 2022 at 5:06 PM (PDT)
  
  Order Method: BuyNow Order
  
  Expected delivery: Wednesday, April 27, 2022 On Guaranteed Delivery Date
  
  BLACK+DECKER BPACT12WT Large Spaces Portable Air Conditioner, ****** BTU, White
  
  ASIN: B01DLPUWGW
  
  Im glad I was able to help you today. We look forward to seeing you again soon.
  Thanks for contacting ****** MessageUs. Have a great day, please take care. Bye bye.
  
  We'd appreciate your feedback. Please use the buttons below to vote about your experience today.
  
  
  Best regards,
  Bismark C
  
  **********

  Business Response

  Date: 07/14/2023

  The subject B&D portable air conditioner is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* for handling.  ************* acknowledged receipt and advised the customer was contacted and a new upgraded unit is being sent to her.

  Customer Answer

  Date: 07/15/2023

   
  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,
  
  ****** ********

• Initial Complaint

  Date:06/30/2023

  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 Black and Decker dehumidifyer in July of 2022. I noticed in May of 2023 that it was icing up in the back prohibiting it from functioning properly. I called Black and Decker who confirmed this is covered by the warranty and they sent me a *** label to return it to them for a replacement. I shipped this to them the next day and it was delivered to them on June 1st. You can track this shipment here: **************************************************************************************************** Since then, I have followed up by phone and email multiple times with no confirmation on when a replacement can be sent to me. My basement desperately needs this dehumidifier and they refuse of offer any clear information to me. During my last call, the gentleman told me that my only option is to keep calling and escalating this matter. This is extremely poor business practice.

  Business Response

  Date: 07/07/2023

  The subject B&D dehumidifier is a licensed product manufactured and sold by *************.  This notice has been referred to ************* who advised they are handling this matter.

• Initial Complaint

  Date:06/29/2023

  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 4/23/23 I found that there was a DEWALT recall for a sledgehammer I had purchased DWHT56143. I followed all of their instructions and provided them the information they needed to process the refund check. I waited 6 weeks as requested for the refund check, but did not receive it, so I inquired again of the status. They told me that the check was sent out on 4/27 and was returned due to invalid address on 5/17/23. They asked me to confirm the address and they had a typo for the address number, which was their mistake. I checked my original submittal and my address was correct on my original submittal.I repeatedly ask when they will reissue the refund check, but they could not give me a timeframe when I should receive the refund check and kept giving canned excuses that they will send me a response once a second refund check has been processed. I have yet to hear back from them except the canned response of which they will respond via email once it has been completed. They continue to give the same excuse and I do not see any progress.They made the mistake of typing the address wrong from the start and are hoping I will give up, so they do not have to pay for the recall refund check.I am asking for them to follow what they are ordered to do and provide me a refund for the recalled product since I fulfilled my half of the agreement of following their instructions of marking the product with the recall marking and providing them a photo. I believe my original purchase price of the sledgehammer was approximately $30.

  Business Response

  Date: 07/05/2023

  The initial refund check was requested with the wrong address by mistake.  We confirmed the correct address with the customer.  The new refund check has been re-submitted and will be sent to the customer shortly.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20249943
  
  I am rejecting this response because:

  The business has been giving me the same response, future promises, and excuse of delays over and over again, since I first brought up the issue on 6/12/23. They were not proactive in reaching out to me when they were informed by the post office that the address was incorrect. Why didn't they reach out to me and I had to chase after them to get a response? I wish to leave this complaint open until the refund check is in my possession.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/14/2023

  The check was delivered via ***** to the customer on 7/13/23.  Thank you for your cooperation.

  Customer Answer

  Date: 07/14/2023

   
  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.
  

  To finally receive the refund check for the recall, it only took 4 weeks from the date (6/12/23, which seems unnecessarily prolonged) from when I found out (after repeatedly and proactively) informing the business of their error on the check mailing address and just shy of 12 weeks from initial claim submission (4/23/23). The promise I received from the business of check receipt was within 4-6 weeks. The resolution of this recall claim was not without significant time spent in correspondence with DeWALT support, including escalation and finally found an end through the help of BBB. I can only hope that other consumers going through this recall claim process have a better experience than I did and did not have to get a third party entity involved to be heard and seen.

  Sincerely,
  
  **** *****