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

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

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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:01/30/2023
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 8000 BTU Black and Decker AC unit through ******. The AC unit cooled the room well and worked as described for about 2 months before the cool mist evaporator broke and the unit filled up with water and began spitting droplets from the blower. I sent the unit back to black and decker via warranty. They quoted a return time of 5-6 weeks before they would ship another unit back to us. They have confirmed that they received the unit. It has now been about 6 months past the maximum amount of time we were told a replacement would be sent. Their warranty hotline has never been helpful and they have “escalated to management” to try to resolve the issue after calling five or more times. I have never received a call back from "management" or received any indication of when they will replace the unit or send me a refund. At this point I do not want to deal with another potentially faulty product that I might have to return through their entirely unhelpful warranty hotline. I only want to have my $330 refunded (receipt attached to this complaint) and never have to interact with this company again.
Business Response
Date: 01/31/2023
The subject B&D portable air conditioner is a licensed
product manufactured and sold by ****** ******. We have referred this
matter to ****** ****** who acknowledge receipt that they are handling this
matter.
Business Response
Date: 02/08/2023
****** ****** advised a new product was sent to the customer.
Customer Answer
Date: 02/08/2023

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:01/25/2023
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 May 19, 2022 I purchased a Black and Decker Portable air conditioner from ****** for $714.44.
At the end of August, I noticed it was not blowing cold air anymore. I found the paperwork that came in the box with the product. Called the customer service number provided for Black and Decker 1-844-299-0879 at 10:50 am on 8/30/22.
They said it was under warranty and was given a Case # ****. They stated that it was a prepaid unit and that they would send a replacement. They emailed me same day stating they would be sending a prepaid shipping label. Recevied the shipping label the following day 8/31/22. I shipped the product to them 9/9/22. They stated once the unit has been returned and received, a new item will be sent to you. Noted that a 10-day service period when returning products. It may take 2-3 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 send via email. After the 3 weeks had passed, I emailed them on 10/18/22 checking on the status. Did not get a response. So on 11/11/22 I sent a chat message through black and decker website. They said it was being handled my the specialized division and to call them. Called again 1/9/22 They said I would receive an email by the end of the day with info regarding Case #****. Emailed states that it has been escalated to be solved faster. I have yet to get another response from them. I would like to get my replacement air conditioner or get my money back. I told the last lady I spoke to that I was getting frustrated and that I just want my new product. And she said that they would put a note to escalate. I keep getting told the same thing every time. So now they have my money and my product.
Business Response
Date: 01/27/2023
The subject B&D
portable air conditioner is a licensed product manufactured and sold by Equity
Brands. This matter has been referred to ****** ****** who acknowledge
they will handle this matter.
Business Response
Date: 02/07/2023
****** ****** advised a new unit is in transit and the customer has been advised.
Customer Answer
Date: 02/11/2023

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.

The new product was delivered to my house. Thank you for all your help in this matter.

Sincerely,

******** ******
Initial Complaint
Date:01/23/2023
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.
PLEASE DO NOT PUBILICLY POST MY GMAIL ADDRESS ON THE BBB WEBSITE. My gmail account ******************** was recently compromised by loser cybercriminals. I noticed a confirmation receipt email from Dewalt #********** for December 11, possibly in 2021? (I am reading from a phone screenshot which is the reason I cannot see the year). Please do not allow any orders from this email or from my name.
Business Response
Date: 01/25/2023
While DEWALT is sympathetic to the customer's situation, ******************** has no record of any prior communications with the customer. ******************** has no way of knowing about or stopping orders that are placed with online retailers for DEWALT products based on a customer's name or email address as those orders are not placed directly with DEWALT.
Customer Answer
Date: 01/26/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told, not by Dewalt, but by a BBB rep on behalf of Dewalt, that what I saw in my email was likely a phishing attempt. I asked for Dewalt not to process orders that come from the email address I used to file this claim-- and from where I saw the Dewalt phishing email (in order to protect me from potential future fraud). Dewalt cannot do this?
Initial Complaint
Date:01/13/2023
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 portable Black & Decker air conditioner for my home in May of 2022. The item was shipped brand new with a defective hose inlet which renders the unit inoperable. The directions state not to return the unit but to contact the warranty hotline and a replacement will be sent. I did and have still not received the part. I have called at least once a week since and have been given such excuses such as the item has been sent, we are escalating your ticket to a manger, the part is currently out of stock or they simply say thank you for calling and hang up on my call. I called again today, 7 months now, and was told once again a manager will contact me via email before 7pm (which they never do). I have even called Black & Decker HQ and they provide me with numbers to departments that are unrelated to my unit. I believe now they just keep putting me off and have no intent in resolving the issue. What am I left to do? I only had 30 days to return the item to the store which we are long pass. I am out $350 of my purchase price. I believed Black & Decker to be a responsible company and now I am left with nothing but a broken machine.
Business Response
Date: 01/24/2023
The subject B&D air conditioner is a licensed product manufactured and sold by ****** ******. This matter has been referred to ****** ****** for handling who confirmed the requested part has been sent to the customer.
Customer Answer
Date: 01/25/2023
(The consumer indicated he/she ACCEPTED the response from the business.)

****** ****** had overnighted the part needed to fulfill the warranty claim. This process started in May of 2022 and resolved in January of 2023, only after contacting BBB. Thank you to BBB!
Initial Complaint
Date:01/07/2023
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 brand new Dewalt grinder for my husband's for Christmas and it's missing a piece so I contact them... 12 FREAKING DAYS AGO! Pretty sure no body works in customer ********************** because I haven't heard a peep so I did another one still nothing. I feel I spend enough money on their EXPENSIVE tools that they can send me the missing part as it's brand new and should be covered. Highly disappointed! All I'm missing is a s**** for a screen by the battery and they can't even respond to me. Yes i can go buy a s**** for it but like I said I spend enough money in their brand new HIGHLY EXPENSIVE tools I expect to get a complete tool l purchased it on Amazon. It's not the sellers fault dewalt isn't sending out complete items. This is highly ridiculous I know but it's the lack of care for the loyal customer.
Business Response
Date: 01/13/2023
We followed up with the customer and ordered the requested part for next day air delivery.
Business Response
Date: 01/24/2023
The requested part has been ordered and sent to the customer.
Initial Complaint
Date:12/25/2022
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 new Black & Decker toaster a couple of months ago. However, this toaster has quality defects and it stops working now. Under the manufacturer warranty, I request Black & Decker to send me a brand-new replacement toaster ASAP.
Business Response
Date: 01/17/2023
The subject B&D toaster is a licensed product manufactured and sold by Spectrum products. This matter has been referred to Spectrum products who confirmed they have contacted the customer and are awaiting to receive the toaster from the customer before issuing a replacement.
Business Response
Date: 01/17/2023
The following is from the licensed partner manufacturer of this product:
Thank you for making us aware of this complaint. We're sorry to hear of the problem the customer experienced with their toaster. We contacted the customer on January 5th via phone and subsequently by email to determine the model, date code and purchase date of the toaster. As of today, we've received no response. Once we are provided with this information, we will issue a replacement.
Customer Answer
Date: 01/18/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/24/2022
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.
The warranty process at Black and Decker has been completely unacceptable to the point where it appears that they are actively trying to not comply with their warranty obligations. My Black and Decker AC Unit stopped working within my 1 year warranty back in September. After initially contacting their warranty department mid-month and being told I would have a mailing slip sent to me nothing came, I followed up twice before I realized they were sending the document to the wrong mailing address even though they read it back correctly to me on the phone. After finally getting the correct document I mailed the unit into their warranty center per instructions and was told I would receive a replacement unit in 4-6 weeks. The date of arrival for the unit was October 24 per my tracking number which would put receipt of my replacement unit between November 21st - December 5th per the timeline. It is now 2+ weeks past the deadline, I have been calling at least a couple times a week and nobody has been able to provide any kind of timeline when I will receive my replacement unit. My ticket number is *****, and I have been told my case has been escalated multiple times (although nothing has happened). I would like the business to provide me the replacement unit as they have agreed to!
Customer Answer
Date: 01/11/2023
The business reached out regarding new documentation which I promptly provided. That documentation had not been requested until after the BBB complaint. They have not yet responded and continue to be unhelpful in working towards a solution. Every time I get in contact with them there is a run-around and nobody is able to provide any information. They are actively avoiding their warranty obligations and not sticking to deadlines.
Business Response
Date: 01/13/2023
The subject B&D AC unit is a licensed product manufactured by ************** This matter has been referred to ************* who advised they have handled this matter with the customer.
Customer Answer
Date: 01/17/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Equity Brands has not handled this matter yet. I spoke to them today and nobody can seem to provide an answer as to when they will fulfill their warranty obligations. They will not provide me with a date as to when they will ship out the ** Unit. They continue to avoid shipping me a unit. I will be seeking action with the court of small claims for the purchase price of my unit if this is not handled timely per the warranty obligations. This is completely unacceptable.
Business Response
Date: 01/18/2023
Equity provided us with *** tracking# 1Z83V86E0393935615 confirming delivery 1/17/23.
Customer Answer
Date: 01/20/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the item and tracking number after my last complaint. Their responsibility has now been fulfilled.
Initial Complaint
Date:12/22/2022
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.
Purchased Air Conditioner from Amazon Aug, 23, 2021 Model # bpp10wtb. Contacted company June 2022, they received air conditioner on July 6, 2022. Was sent to Golden Opportunity, ******************************************************. Attn:YONI ********** Tracking #1Z7F22A70336784787. Paid $461.05. They sent email and said it would take 2-3 weeks to replace, it was still under warranty. Ticket #**** and I have called over and over and all I get is an excuse and at one time they lost it . It is now past 5 months and still no replacement. I had to go all last summer with out it and it looks like I wiil never get a replacement
Business Response
Date: 02/15/2023
The subject BPP10WTB B&D portable air conditioner is a licensed product manufactured and sold by *************. This notice has been forwarded to ************* for handling, who acknowledged receipt, and advised a new unit has been sent to the customer.
Initial Complaint
Date:12/14/2022
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 portable air conditioner and the extended warranty on 4/21/22. I received it and installed it according to the included instructions. By the end of July, the air conditioner was leaking every single day. I tried the troubleshooting information included in the instruction manual (i.e., draining more frequently and even continuous draining) and it still continued to leak. On 8/2/22, I contacted Black and Decker's customer service for their warranty. They said that they would file a warranty claim and that I would need to ship the item back (they would provide the shipping label, but no box). I was told that after they receive the item, it would take around 10 days for them to ship a new one out. I finally got the prepaid shipping label on 8/8/22. The email with the shipping label said that it would take around two to three weeks for the new item to get shipped. We dropped the air conditioner at the UPS store on 8/15/22. It was delivered on 8/17/22 to Black and Decker. On 9/7/22 when I still had yet to receive the new air conditioner, I called Black and Decker and they told me that they would escalate the issue, but they didn't have an update for me. I called them 9/12/22, 9/21/22, 10/11/22, 10/31/22, 11/3/22, and 11/22/22. Every single time they told me that the issue was escalated to a manager and they would email me with an update. I have requested a manager to call me three times and they still haven't contacted me back. I have yet to hear anything else. I have reached out via email as well requesting a refund on 12/7/22 and 12/13/22 without any response. At this point, I just want a full refund of my purchase price including the extended warranty I bought.
Business Response
Date: 01/13/2023
Business Response /* (1000, 7, 2022/12/28) */
The licensed partner sent a replacement which was delivered to the customer on 12/24/22.

Consumer Response /* (2000, 9, 2023/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent a new product.
Initial Complaint
Date:12/09/2022
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 was advised by Craftman to use this company to order a part I needed to replace on my vacuum. There sight does not have pictures(only descriptions) I needed the rolling brush that goes on the floor of the vacuum. I was told I needed a particular "brush" which seemed off to me because the description sounded like a hand held brush. I questioned two different employees and was ensured this is the part I needed. I received the wrong part. I returned the item and have been trying to get a refund since they received my item back on October 31. They "can't find my return" and have given me other excuses as to why I cannot get my money back but "they will work on".
Business Response
Date: 12/29/2022
Business Response /* (1000, 5, 2022/12/13) */
A refund was issued to the customer.

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