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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.
    • 70 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:04/26/2023

      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.
      Purchased a Dewalt 20v battery powered weed eater. Never used the weed eater until this year. The item remained in the box for a year. Finally used it couple days ago and the weed eater started to smoke around the head. This weed eater hadn't previously been used and was defective immediately out the box. I am asking for a replacement, but the company is asking for a receipt and other information that I currently do not have. I have several different Dewalt products from drill sets, blowers, and other handheld items. I want to continue to use the products but am not happy with the company and will not continue to purchase Dewalt products if my issue isn't resolved with some kind of satisfaction. It's only fair to the customer is to present ********************** excellence. I can send the defective product back to the company if needed.

      Business Response

      Date: 04/27/2023

      We contacted the customer and ordered a new replacement trimmer that will be delivered shortly.

    • Initial Complaint

      Date:04/24/2023

      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 sent a portable air conditioner that was a gift to me, back to black and decker’s warranty dept as requested on august 3 2022.(tracking number shows it was delivered to them)I have called every month since sending it back to them. I always get the same response, “ we have expedited your request and you should receive a replacement air conditioner anytime now” that was almost 10 months ago!
      Ticket #****
      Tracking #******************
      Warranty company I returned unit to: ****** *********** *** *** *** ******** *** ***** ***** ****** * *** *** ****
      The air conditioner was under warranty as it was less than a year old
      Thank you for your help!
      Sincerely, ***** *******

      Business Response

      Date: 05/03/2023

      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.

      Customer Answer

      Date: 05/03/2023



      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:04/14/2023

      Type:Service or Repair 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.
      Upon placing a BBB complaint against Black and Decker and being promised a call back by the supervisory staff at the company as well as replacement of the product I had previously purchased; black and Decker has yet again failed to resolve the issue at hand and make me as the consumer whole. My Wife and I submitted a Black and decker AC unit back to the company through the warranty for warranty repair work in SEPTEMBER OF 2022 and at this stage I dont even want the product back. I have already begun the process of contacting the attorney General of the state and I am demanding a full refund of our purchase as well compensation for the damages caused by Black and decker through increased energy expenses as well as the suffering of this entire warranty claim process. Please help us resolve this issue

      Business Response

      Date: 04/21/2023

      The subject B&D portable AC unit is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* for handling who acknowledged receipt, and that a new replacement unit has been ordered and shipped the customer.

    • Initial Complaint

      Date:04/14/2023

      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.
      We purchased a Black + Decker ****** BTU Portable Air Conditioning Unit for $379 on July 5th, 2022 from ******. Within less than 2 months, the unit stopped working correctly. We contacted customer ********************** and was told that we could ship the item back, at our own expense, for them to look at it for troubleshooting purposes. They sent us a return label and the item was shipped back to them on Sept. 3, 2022. We then reached out on Nov. 28th, 2022 for an update and they said that they would push through our transaction for priority to be replaced. We then called several more times and was told the same thing each time. We asked to speak with a manager and they told us that there is no manager to speak with. I just want my money back at this point.

      Business Response

      Date: 04/21/2023

      The subject B&D portable AC is a licensed product manufactured and sold by *************.  This notice has been referred to ************* for handling who acknowledged receipt, and that an order has been processed and scheduled for delivery shortly.

      Customer Answer

      Date: 04/26/2023

       
      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:04/13/2023

      Type:Service or Repair 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.
      The issue with which I have complaint is in relation to a warranty claim through the company for the repair of a faulty Coolant line within the air conditioning system. Within 3 months of purchase of the product, a line feeding coolant through a Black and Deck AC unit that was purchased from ********** developed a crack which began leaking. A claim was placed with Black and Decker with the device being sent back in the month of September using my own shipping materials and a shipping label provided by the company to return the item. It is now greater than 6 months later and after several attempts and calls, black and decker has refused to resolve the issue, both holding the prior submitted faulty AC and refusing to refund the total for the device purchased plus reimbursement for shipping materials. Additionally Black and Decker has not sent a replacement unit to cover the repair. In the last 7 months since submission of the faulty unit back to the company for warranty repair and or replacement, I have made 11 contact attempts with *** **** refusing to pass me to a supervisory representative for resolution. I am nearing pursuing civil legal action against the company as a result but was hoping to get assistance from the BBB prior to moving forward. I am seeking a replacement of the device purchase and in addition due to losses and stresses incurred as a result of flagrantly negligent customer ********************** and honoring of their own warranty I am seeking an additional credit for 3 months energy bill reimbursement as reparation for the wrongdoing by the company estimated at a total of $430.35.

      Customer Answer

      Date: 04/13/2023

      The claim number through the warranty/customer ********************** department is #****

      Business Response

      Date: 04/21/2023

       The subject B&D portable AC is a licensed product manufactured and sold by *************.  This notice has been forwarded to ************* for handling who acknowledged receipt, and advised an order for a new unit was processed and scheduled for delivery by next week.

    • Initial Complaint

      Date:04/07/2023

      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 1/23/2023 I bought the black and decker hand vacuum **********). On 4/5/23, the vacuum stopped working and wouldn't charge. Since this item was bought on Amazon. I contacted Amazon for support. Since the return window had closed, Amazon told be to contact Black and Decker and gave me a website link. On the website link, I completed the form. A got an email response from Black and Decker asking me to send them a copy of my receipt along with contact information. After that, I never heard back.

      Business Response

      Date: 04/10/2023

      We contacted the customer and ordered a new replacement product that will be arriving shortly.

      Customer Answer

      Date: 04/12/2023



      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,



      Chad *****

    • Initial Complaint

      Date:04/05/2023

      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 Attachment

      Business Response

      Date: 04/13/2023

      The subject B&D portable air conditioner/heater is a licensed product manufactured and sold by *************.  This notice has been referred to ************* for handling.  ************* acknowledged receipt, and advised a new replacement unit has been ordered and scheduled to arrive to the customer within the next week.

      Customer Answer

      Date: 04/13/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me IF I RECEIVE THE REPLACEMENT UNIT BEFORE THE END OF APRIL 2023. I was told by Black and Decker that they had sent it on March 15th, and it was not true. When I called many times I was always told the same thing "we will inquire". I had sent back the non-working unit on Feb 15th, 2023.
      Sincerely,

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

    • Initial Complaint

      Date:03/31/2023

      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.
      I purchased a Dewalt hammer drill as part of a tool kit from ******. Less than 2 years ago. I have hardly used the drill then the drill clutches stripped out for virtually no reason . I believe it's because of a manufacturing defect. Dewalt had me bring the drill to one of there authorized repair shops. I dropped it off fully believing it was under warranty which is supposed to be 3 years. I picked it up last week and was charged almost 100 dollars to repair the drill. They told me that they were not going to warranty the drill. And I had to pay 96 dollars and change. I asked why it wasn't under warranty they said they were sorry about there almost brand new drill not even lasting 2 years under light home use. Basically that they were not going to cover or back there product. So I paid almost 800 dollars for a tool kit then had to come up with another 100 dollars to fix there defective drill. I would like my 96 dollars and Change back or a full refund for all the tools as they refuse to back anything they sell. Very disappointed in this company. They are not helpful at all and not offering anything to compensate me for my loss investing in there sub par tools.

      Business Response

      Date: 04/05/2023

      Stanley Black & Decker contacted the customer and resolved this matter for a complimentary product instead of a refund.  

      Customer Answer

      Date: 04/06/2023

       
      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:03/21/2023

      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 purchased a Black and Decker BPP08HWTB portable air conditioner/heater on September 26, 2022 for 402.80 through Amazon. I put a warranty request into Back and Decker in on Nov 22, 2023 and still waiting for my unit to be returned. The heating part of the unit was shutting down and not coming back on. When I spoke to Black and Decker they told me to send it back. Shortly after the claim Black and Decker sent me a return UPS shipping label . By the end of November I purchased a heavy duty box and shipped the unit back to Black and Decker. Black and Decker indicated that I should receive the unit back between 4 and 6 weeks from when they received it. It has now been 12 weeks and I still have not received my unit back. I have called Black and Decker and sent emails for the past 11 weeks, they have generated at least three escalation reports and at least one failure report but I never got a response back. Every time I call and ask for a reason and an estimated date of delivery they cannot tell me, they just tell me to wait. If I call their support number the only thing they are willing to do is generate another useless escalation report. I also have an extended warranty which I am unable to use because I cannot get through the basic warranty process. The last two times I spoke to Black and Decker I asked for my money back so I can purchase a different portable unit and they refused. The last time I spoke to Black and Decker (###-###-####) was on March 15. The ticket claim number provided verbally on March 15th by Black and Decker is 16144.

      Business Response

      Date: 03/22/2023

      The subject B&D portable air conditioner/heater is a licensed product manufactured and sold by Equity Brands.  This matter has been referred to Equity Brands who acknowledge receipt, and that a new replacement product has been ordered and scheduled for delivery by the end of March.

      Customer Answer

      Date: 03/22/2023

       

      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,



      Barry *********

    • Initial Complaint

      Date:03/21/2023

      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 a $600 free standing AC/Heating unit in may of 2022 the AC worked fine. In the fall the heat did not work. I called the company and mailed back my unit, still under the warranty in November. They said 4-6 weeks I will receive a replacement. At week 5 I called and it was received and still being “processed”. When I called in February I was told that the warranty department is backed up and to be patient. By my fourth phone call finally someone told me they will bring this to someone’s attention and it took two weeks for that email to be put through. I still don’t have my unit. There is no manager or anyone who can handle this claim on a higher level in that department. I have called the corporate office I have messaged them through social media and still we freeze. I have asked for a refund and they said that’s not possible. It’s almost April now.

      Business Response

      Date: 03/22/2023

      The subject B&D AC/heating unit is a licensed product manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands who acknowledge receipt, and that a new unit has been ordered and scheduled for delivery by the end of March.

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

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