Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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

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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:03/20/2023
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 daughter (******** *******, email: ****************** ************ - purchase is under her name) and I purchased a portable dishwasher. When we finally received the dishwasher it was received damaged. A claim was filed (claim #*****). As instructed, a copy of proof of purchase and the cord from the unit was sent. This was done in December 2022. Since December 2022 we have been trying to get the unit replaced. We have placed several phone calls and the only thing that we've received are excuses. In February they requested another copy of the proof of purchase which was emailed to them. We have yet to get the unit replaced and no one seems to be able to give us a date on when we're going to get the new unit.
Business Response
Date: 03/29/2023
The subject B&D portable dish washer is a licensed product manufactured and sold by *************. This notice has been referred to ************* for handling. ************* acknowledged receipt and advised they will handle this matter.
Customer Answer
Date: 03/29/2023

Complaint: 19623885

I am rejecting this response because: I have been told for the past 3 months that the matter is being handled. I have yet to receive a replacement.

Sincerely,

******* *******
Business Response
Date: 04/03/2023
****** Brands advised they have ordered a new item that is being shipped to the customer.
Customer Answer
Date: 04/06/2023

Complaint: 19623885

I am rejecting this response because: I would like to receive the replacement item before accepting their answer. It was originally supposed to be received on 4/6. I've now been told that it will be 4/10.

Sincerely,

******* *******
Customer Answer
Date: 04/13/2023
The replacement dishwasher was received on 4/11/23. It was damaged. Photos are attached. It took them over 3 months to send the replacement and I'm still in the same situation. At this point I just want a refund. Anything that you can do to assist is greatly appreciated. Please confirm that you received this email. Thanks.

******* *******
************
Business Response
Date: 04/19/2023
************* advised they are processing a refund which will be sent to the customer.
Customer Answer
Date: 04/21/2023

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:03/01/2023
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.
June 24, 2022 I purchased a DeWalt shop vac at Lowe's for 99.99. Model DXV09P. A few days ago it started making a strange noise and emitting a strange smell. The suction decreased. I called DeWalt who said I had to call ###-###-####.

I called the number and was greeted with a very unprofessional voicemail greeting, I left a message regarding my issue, no call back. I called again, no call back.

Today, I called DeWalt again and explained the difficulty I was having getting any help from that number and they transferred me to that number.

The unit is under the warranty period and they are denying me access to the warranty.

I've since purchased a different vacuum as I cannot keep waiting for them, I'm in the middle of a renovation.
Business Response
Date: 03/02/2023
Thank you for bringing this issue to our attention. We value our customers' feedback as an opportunity to improve. We apologize for the inconvenience and strive to resolve all issues in a timely manner. Our customer service team will contact you today to process a refund.
Initial Complaint
Date:03/01/2023
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 portable air conditioning/heater in Aug. 2022, in Nov. 2022 once the heater was turned on it stopped working and gave a code. I was instructed to go through an email process. I had to continue to call them after this process was started. I finally spoke to someone and by this time I was frustrated and asked to speak with a manager. Finally spoke with a manager and thought I had my issues fixed, they sent me the wrong unit, it was only the air conditioner and not heater. They sent me another unit and this one trips the same code as the first one. I have asked for my money back and now I cannot get a response from anyone. I have left a message with Black & Decker's legal department, numerous messages with the warranty department along with emails through the channels they make you go through and I cannot even get s response. Even the manager that I originally spoke with gave me her cell phone number and she will not respond now. I have been nothing but nice and patient with them and cannot seem to get anyone to talk with me as I have followed every step they asked me to do.
Business Response
Date: 03/07/2023
The subject B&D portable ac and heater is a licensed product manufactured and sold by Equity Brands. This matter has been refered to Equity Brands for handling, who acknowledged receipt, and advised the customer is receiving a refund.
Initial Complaint
Date:02/28/2023
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.
I BOUGHT A DEWALT CORDLESS 20V POLISHER KIT DCM848P2 FROM HOME DEPOT ON MARCH 30 2021..I HAVE USED THE POLISHER ABOUT 10 TO 12 TIMES AND STARTED HAVING ISSUES WITH IT. I HAVE TALKED TO DEWALT BY EMAIL AND PHONE.I WAS PROMISED TO BE SENT A NEW BACKING PLATE IN WHICH I DID RECIEVE AND WAS ALSO TOLD THAT IT WAS PROBABLY A BATTERY ISSUE SO ONE REP TOLD ME HE WOULD SEND ME 2 NEW DOUBLE STACK OR POWER STACK BATTERIES..I RECIEVED 1 OF THE SAME BATTERY I ALREADY HAVE THAT HE TOLD ME WAS MORE THAN LIKELY THE ISSUE WITH THE BUFFER..THEY ARE NOW REFUSING TO SEND ME 2 OF THE NEW IMPROVED BATTERIES..THEY HAVE ADMITTED FAULT OF THE 20VOLT 5AH BATTERIES ON A TOOL LIKE THAT WOULDNT LAST A 45 TO 50 MINUTE RUN TIME CAUSE OF THE CONSTANT USE AND ITS A HIGH POWER TOOL. THE ONE REP WAS VERY HELPFUL AND PROMISED TO SEND ME 2 OF THE IMPROVED BATTERIES BUT WHEN I DIDNT GET THEM I CALLED AND THEY CLAIM THE REP EITHER MISSPOKE OR NEVER SAID THAT TO ME..I SPENT WELL OVER $500.00 FOR THE BUFFER AND A EXTRA BATTERY..I WOULD APPRECIATE THEM UPHOLDING THEIR PROMISE AND SEND ME 2 OF THE 5AH DOUBLE STACK OR POWER STACK BATTERIES AS THE REP SAID HE WAS DOING..I HAVE MANY DEWALT TOOLS AND NEVER HAD A ISSUE BUT LIKE I EXPLAINED IN EMAILS TO THE THE ENGINEERING DEPT DIDNT THINK ABOUT HOW A BUFFER IS USED.WHEN BUFFING A CAR OUT ITS A CONSTANT PROCESS NOT LIKE A DRILL WHERE ITS USED FOR A COUPLE MINUTES THAN HAS A BREAK A BUFFER IS PRETTY MUCH ALWAYS ON FOR AT LEAST AN HOUR FOR A MEDIUM SIZED CAR..I WAS EVEN TOLD BY THE REP THAT PROMISED ME THE NEW IMPROVED BATTERIES THAT THEY ARE CHEAPER THAN THE ONES I HAVE SO HE WOULD BE HAPPY TO SEND ME 2 FOR THE INCOVIENCE.ALL I AM ASKING FOR IS THE PROMISE TO BE CARRIED OUT WITH THE 2 NEW BATTERIES
Business Response
Date: 03/02/2023
We have contacted the customer and are working with him to resolve this matter.
Customer Answer
Date: 03/03/2023

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.
Nathan from DeWalt has been super courteous and very gracious with the issue. He fully understood what I was saying and has offered what we think should resolve the issue. If this doesn't to resolve the issue he has already offered another alternative. I can say Nathan has been a tremendous help and if I need anything else I have his contact information.

Sincerely,

****** ***********
Initial Complaint
Date:02/24/2023
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 reached out to Dewalt via email through their support website page on February 12, 2023, about replacing some lithium ion Dewalt batteries that were under warranty. I sent Dewalt photos, model numbers, and all the necessary information they would need to replace my batteries that were under warranty. It has now been 9 days without a response. I need these batteries as soon as possible for my job, and I would like Dewalt to honor their warranty in good faith, so that I have the batteries needed to perform work. Thank you.
Business Response
Date: 03/02/2023
We contacted the customer and replaced the items as a one-time courtesy.
Customer Answer
Date: 03/03/2023

Complaint: 19443985

I am rejecting this response because: I have yet to receive the replacement batteries at my home, which is the address where Stanley Black & Decker was sending the batteries.
Sincerely,

****** *******
Business Response
Date: 03/08/2023
*** confirmed the batteries were delivered on 3/2/23.
Customer Answer
Date: 03/09/2023

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:02/23/2023
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.
January 19, 2023 I filed a defective product warranty with DeWalt support. Order ID ********** was assigned and I have received several emails from DeWalt stating my request has been updated but, when I reply asking what the update is I get no update as to what is updated. On 4 Feb I was told to allow 2 weeks for my replacement to arrive. Still haven't heard it shipped or any other information except my request has been updated. Meanwhile, I have a toolbox system still under warranty and broke.
Business Response
Date: 02/24/2023
We have confirmed that the order for the new product was placed and shipped to the customer as of 2/22/23.
Customer Answer
Date: 02/24/2023

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:02/17/2023
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.
We purchased a Black and Decker portable AC unit on Feb 28, 2022, through ******. We didn't use it, unfortunately, until August, when we discovered it was defective (short cycling and inaccurate temperature reading). Sending it back through the warranty department was easy enough, but it has been over five months, and we have not received a returned unit. We have been following up with the warranty department since December, with calls in December, January, and now 3+ calls in February. It's been so long, the shipper that delivered our defective item to their warehouse no longer keeps the tracking data for the shipment. We have been told MANY times that the ticket was escalated -- but even weeks later, nothing happens. We have asked to speak to managers, other departments, ANYONE, but are stonewalled every time. We feel like Black and Decker has lost our return, lost our replacement unit, or is being negligent. Either way, it feels like they've stolen $500+ from us and are giving us zero recourse to resolve this except for talking to a useless department that reads from scripts and does nothing in 'escalation.'
Business Response
Date: 02/24/2023
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, and advised that a new replacement product was recently ordered and being shipped to the customer today.
Customer Answer
Date: 02/24/2023

Complaint: ********

I am rejecting this response because: it's end-of-day and the replacement has not been shipped to me; I have received no email with tracking or any indication that any action has been taken on our case at all. I had also contacted the warranty email address again and have received zero response (I contacted them yesterday). I believe this response to the BBB complaint was a lie told to placate us and that Black and Decker has, in a way, ********* us by: 1. taking our money, then sending us a defective product, 2. accepting our return, but not replacing it in a remotely timely fashion (if they ever replace it), and then 3. pinning it on another company, "Equity Brands," though it is Black and Decker's product that was purchased, in no small part because of the brand name. As I see it, it's Black and Decker's responsibility to make things right and either find a better partner to deal with returns or hold their current partner accountable, or, moving forward, take their name off of the portable air conditioners they are selling, if they aren't taking responsibility for them.

Sincerely,

***** *******
Business Response
Date: 03/06/2023
Equity Brands provided ***** tracking# *********** for the order and confirms it was delivered 2/27/23.
Customer Answer
Date: 03/06/2023

Better Business Bureau:

We have received the replacement. It’s too cold to test it and it has indications of not working (damage in shipping), but at this point, we give up.

Sincerely,

***** *******
Initial Complaint
Date:02/10/2023
Type:Customer Service 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 toaster over that is very unsafe. It caught fire and caused damage to my home. I called black and decker, due to concern I have for others with the same oven so they could recall the oven, as well as get my money back on the dangerous product. They wanted me to buy a new toaster oven and wanted me to pay for shipping, when I just put a fire out in my home from their product.. Their rep was rude a discourteous about the situation, when she should have been a lot more customer oriented. I have smoke damage and this was not a fun situation at all, and I may need my insurance company to assist. My child could have been hurt. I don’t want a toaster oven from them and certainly refuse any shipment costs for such.. I want the product I bought refunded and I want to know what they are doing to ensure families don’t die from their faulty fire-hazard of a product. The product was purchased at ******.
Business Response
Date: 02/21/2023
The subject B&D toaster involved in the alleged incident is a licensed product manufactured and sold by Spectrum brands. This notice has been tendered to Spectrum brands. Spectrum brands acknowledged receipt, that they will contact the customer, and handle this matter.
Customer Answer
Date: 02/24/2023

Complaint: ********

I am rejecting this response because they have made no effort to contact me, or refund me the price for the toaster. I sube heard nothing from them still. What are next steps? Do i post video of the toaster catching fire on ********?

Sincerely,

******* ******
Business Response
Date: 03/07/2023
Spectrum Brands advised they contacted the customer and agreed to process a product refund check for the customer to conclude this matter.
Initial Complaint
Date:02/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought three of their 60 V Dewalt batteries and theyre $200 apiece and two of them burned out within weeks of their three-year warranty which to me is just not right when the batteries that expensive one of them was barely used its like brand new, but the more charge I think theres an issue with the batteries and I dont think its right that theyre not warrantying them
Business Response
Date: 02/13/2023
We have called and emailed the customer to address their concern, and are waiting to hear back from them.
Initial Complaint
Date:02/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a saw zaw last November in 2021 and it broke while I was on the job sight . I put an email in to the dealt website and was told to take it ACE hardware in Illinois. They said it still warranty and they will send it out it should be 4-6 weeks . I dropped it off on November 27th . I have a called the store numerous times and they told me don’t have it in . They than told me to call Dewalt . I paid for this product and I can’t even use it . I keep getting thrown back and forth . I just want it back or a new one . I have attached pictures of the tool and emails from the Dewalt .
Business Response
Date: 02/27/2023
We contacted the customer, ordered a new product, and confirmed it was delivered.

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