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Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

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

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/29/2023

      Type:Product Issues
      Status:
      Resolved
      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 May 10th, 2023 I sent my Milter Saw (model number DWS780) for a warranty repair. After that, I contacted the factory-authorized center multiple times. In the beginning, they told me that they received the item but were behind schedule and asked to wait for 2 weeks. Over the past week or so I have been calling them frequently and every time I get the same answer: We can not locate your saw and someone will call you back shortly. Of course, no one calls. I reached out to DEWALT customer ********************** and they also have a case opened, but provided no answers. I believe the saw is lost. Therefore, I request a full refund of $599 + Tax.

      Business Response

      Date: 07/05/2023

      We contacted the customer and have arranged to send him a new saw as a customer ********************** gesture to resolve this warranty claim.

      Customer Answer

      Date: 07/05/2023

       
      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:06/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Black and Decker, In May 2022 I sent a portable ** unit to be repaired under warranty. Today, 6-16-23, a year later, I still do not have my unit back. You are using ******************* for repairs. I urge you to call them at ************ and ask for status of ticket numbers 3489/22053. They will tell you what they told me, I have escalated it, if you don't hear back in week, call again. 52 weeks of this.Are you aware that your contracted company is treating your customers like this? I used to think ********************** and ********************** was a solid brand, it stood for something, but this experience has really had a big impact on me and what your warranties actually mean in practice....nothing.If you continue to allow this to happen, shame on you, this ** unit is for my 88 year old mom, and here we are approaching another summer with no heat protection from her.I get products break, no big deal, but your warranty is meaningless if you do not live up to the terms of the warranty and as of now, after I bought the ** unit, you have had it longer than I have.Please get this issue resolved and send a replacement - we paid for this with our hard earned money and you have no right to keep it.

      Business Response

      Date: 06/21/2023

      The subject B&D portable AC is a licensed product manufactured and sold by *************.  This matter has been referred to ************* for handling.  ************* advised they contacted the customer and are sending them a new upgraded unit.

      Customer Answer

      Date: 06/21/2023

       
      Complaint: 20196874

      I am rejecting this response because:

      I can verify that I received a phone call from someone regarding this AC unit that is clearly labeled a Black and Decker unit.  Regardless of who actually makes it, the B&D name is all over it.  Take responsibility B&D.

      During that call, I was told that a new unit will be shipped to me, as I have yet to receive it and I will not receive anything within the 5 day period BBB allows for a response, I have no choice but to reject this response.  

      If I receive a new/working unit as the person on the phone said, I am happy to report that.  But as of this date, this issue is not resolved.

      And poor response by B&D.  This unit has your name all over it. 

       


      Sincerely,

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

    • Initial Complaint

      Date:06/15/2023

      Type:Product Issues
      Status:
      Answered
      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 2 Portable AC Units made by Black and Decker from **********. One came in last night and the other came in 2 days ago. The one that got delivered last night doesn't blow any heat. I saw reviews on *********** website that a lot of people had ones that didn't blow any heat and thought they would have fixed the problem by now but I guess they didn't.

      Business Response

      Date: 06/22/2023

      The subject Black & Decker portable AC units are manufactured and sold by *************.  This matter has been referred to ************* for handling.  ************* acknowledged receipt and advised they will contact the customer to resolve this matter.

      Customer Answer

      Date: 06/22/2023

       
      Complaint: 20189671

      I am rejecting this response because: They haven't done anything.

      Sincerely,

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

      Business Response

      Date: 06/30/2023

      ************* is contacting customer to resolve matter.

    • Initial Complaint

      Date:06/06/2023

      Type:Product Issues
      Status:
      Answered
      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 BLACK+DECKER ****** BTU Portable Air Conditioner with Remote Control, White April 30, 2022 from ****** (Order # ***-7922153-6957845) and used last summer about ten times and it worked ok. Now this summer I have taken it out of storage and it does NOT work. All filters are clean. The system lost refrigerant and it will cost more than the purchase price to have it repaired. My purchase is recently out of warranty and I am angry and frustrated. Must I purchase a new air conditioner every year? Before I file a complaint with the *** I would like to reach out to Black and Decker and ask that they send me a replacement unit as soon as possible. This was an expensive purchase and should last longer than 13 month.

      Business Response

      Date: 06/13/2023

      The subject B&D portable AC is a licensed product manufactured and sold by *************.  We have forwarded this notice to ************* and asked them to contact the customer to resolve this matter.

    • Initial Complaint

      Date:06/02/2023

      Type:Product Issues
      Status:
      Resolved
      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 would like to exchange or replacement of the Black and Deck 360 degree Spin Mob and Bucket, because there is no spinning pedal for me to clean mop. There no spinning pedal in the Bucket. There is still brand new and I am afraid to use it because I can not use the mop since there is no spinning pedal. I liked it but can not use it. All I need to replace with the spining pedal in the Bucket. This is the first time I contact the BBB in my entire life of 75 years old. Kindly help me to use it with the 360 degree Spin Mop.
      Thank you so much for your helping me.
      Very Sincerely,

      Customer Answer

      Date: 06/02/2023

      I would like to exchange or replacement of the Black and Deck 360 degree Spin Mob and Bucket, because there is no pedal to spinning the mop.There no spinning pedal in the Bucket. Everything is still new and they are still brand new in the box. I liked it but can not use it. All I asking is to replace with the spining pedal in the Bucket. This is the first time for me to contact the BBB in my entire life of 75 years old. Kindly help me to use it with the 360 degree Spinning Mop in the Bucket. Thank you so much for your helping me.

      Very Sincerely yours,

      Business Response

      Date: 06/12/2023

      The subject B&D spin mop is a licensed product manufactured and sold by Vanderbilt Home Products.  This notice was forwarded to Vanderbilt Home Products who acknowledge receipt, and advised they have contacted the customer to resolve this matter.

      Customer Answer

      Date: 06/12/2023



      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,



      Sonia ***

    • Initial Complaint

      Date:05/24/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 March 14 2023 my Black and Decker Heat/Air conditioner unit was received at the facility and was approved under warranty. As of May 24, 2023 I have not received my new unit and I have called 4 times to follow-up. I have been told that they would "escalate my order" and to give them another week or two. Since March I have not received any calls or updates on my unit. I asked to speak with a manager/and or the contact info to headquarters and was denied any contact information. Ticket # *****

      Business Response

      Date: 05/31/2023

      The subject Black & Decker heat/air conditioner unit is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* for handling.  ************* acknowledge receipt and advised a new unit has been ordered and scheduled to be delivered to the customer by the end of the week.

      Customer Answer

      Date: 05/31/2023

       
      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:05/23/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      See attachment
      Click here to Get the File - use the Password: 1D21E357
      ************************************************************************

      Business Response

      Date: 05/30/2023

      As requested, we contacted the customer and provided him with a phone number to call for ordering the filters.  We are also sending him two complimentary filters as a customer ********************** gesture.

      Customer Answer

      Date: 05/30/2023

       
      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.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:05/22/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      see Attached document

      Business Response

      Date: 05/24/2023

      The previous order for new batteries was returned due to the incorrect address.  We contacted the customer, verified the complete correct address, and we are re-sending the new batteries to her.

    • Initial Complaint

      Date:05/08/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 mini refrigerator failed under warranty and was submitted to Black and Decker in November 2022 (Warranty ticket ******** I have followed up more than 3 times since then and was told over last 3 calls that the case would be, "escalated and a new unit should be shipped out within a week". I was told i would receive a tracking number for the new unit. I have not received anything and am unable to speak with anyone in management at the company. It has been 6 months and my warranty has not been honored. I need help. Please advise. Thank you

      Business Response

      Date: 05/15/2023

      The subject B&D mini fridge is a licensed product manufactured and sold by Equity Brands.  This matter has been referred to Equity Brands for handling who acknowledged receipt, and advised a new unit has been ordered and scheduled for delivery to the customer by the end of the month.  (note: tracking information is not provided since this is a public site)

      Customer Answer

      Date: 05/16/2023



      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,



      Jonathan ******

    • Initial Complaint

      Date:05/04/2023

      Type:Product Issues
      Status:
      Answered
      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 3/22 contacted Dewalt about broke tough system 1.0 box with wheels. I was told that is was covered under warranty but they were on back order and would arrive to me on pr about the mid of April to the end of April. So I waited. Well today 5/2 I contacted Dewalt again. This time I was told they were still on back order but can’t give me a date of arrival. Then offered me the tough system 2.0 as a replacement so 8 don’t have to wait. I would do that but the 1.0 system and the 2.0 system SUCK together. When you put a 2.0 on top of a 1.0 it’s fine but when you put a 1.0 on top the 2.0 the 1.0 boxes wobble so it makes the load unstable. So either I deal with a broken box or I have to go buy over $150 worth (2 more ) 2.0 boxes to replace the 1.0s I have. Nothing like a warranty item turning into a costly expense. Then when I ask to talk to a supervisor a lady came on #1 tells me that Dewalt doesn’t give dates of arriving items, which was her way in saying I was lying and tried to make it sound better by saying if some here told you that I’m sorry. No no you aren’t. She then told me I was given my only option in so many words and then said do you want it or not. I asked for corporates info and she said you’re talking to them. I told her she was not corporate. She said that’s how we do it here. I asked for her supervisor and she refused to give me their info either. I own a crap ton of Dewalt tools. I have never had to jump though hopes to get a warranty claim taken care of!!!!

      Business Response

      Date: 05/11/2023

      The DeWalt DWST08250 tool box was phased out and replaced with the new model DeWalt DWST08450 tool box.  A new DeWalt DWST08450 tool box was ordered and recently delivered to the customer.

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

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