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

  4229 S 84th St Omaha, NE 68127

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:11/14/2022

  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 purchased portable air conditioner in March from amazon. I set it up in June and didn't work time had run out to send it back to Amazon so had to use black and decker warranty. June 14 I started warranty claim. After almost a month of them saying they were emailing me a shipping ticket to return item Then changed mind and sent email instructions to cut off plug include serial number sticker and receipt to address indicated. My tracking on that parcel was delivered in NY city July 22. Since then they have made numerous promises of delivery. The latest conversation said it's ready to go but ups hasn't picked up. I asked for tracking receipt to no avail. I know from ups shipping when a pickup order is placed you get confirmation and tracking even before pickup. That being said the service agent said she would elevate the issue with management and ups numerous times they have told me management would contact me or I would receive tracking number The latest was 2 weeks ago telling me yet again I would hear from management in 48 hrs. I believe 4.75 months is unreasonable. I have the emails and voice recordings
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/12/01) */
  The licensed partner sent a replacement unit which was delivered to the customer on 11/30/22.
  
  
  Consumer Response /* (2000, 10, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the business response and now have unit I stress that no response to emails to black and Decker inc and numerous lies by warranty phone staff over 5 months are unacceptable. Only after BBB got involved did I get results immediately I do not believe they care about customer only afraid of BBB investigation and possible legal action I am disappointed with a company name I grew up with Thanks to BBB for your assistance and prompt action and support to get this resolved Gerald ***** Calgary Alberta Canada

• Initial Complaint

  Date:11/03/2022

  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 return an order by USP to Black and Decker in Oct.2022 for items that were sent to me that I purchase on or about Oct,14,.2022. They were incorrect parts. Total refund is 10.59. I was called by a person Jen 10-31-22
  about refund. Black and Decker wanted my credit card number over the phone. I told them I do not give my number over the phone plus the purchase was made by a debit card. I was told I could not get a refund unless I come into their store which is at least 30 miles from my home a total of 60 miles. They will not mail me a refund.
  What is the big deal to mail me the refund of $ 10.59 to my home address **** ***** *** lane North ******** ***** ***** XXXXX.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/07) */
  A refund is in process of being issued to the customer in the amount of $10.59. The estimated processing and mailing (via USPS) time is approximately 3 weeks.

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  Hello, I am having problems with dealing with Black and Decker Warranty department. I received a donation of a portable air conditioner by local Community Action which was purchased on 4/17/2022. I was told by the Community Action that if I have problems with warranty issues, I have to contact Black and Decker warranty department myself. I used it during summer of 2022 and encountered some problems. It was working well first couple of the months. Then the air conditioner doesn't produce cold air, and, in the evenings, I hear ice cracking noises. I turned it off at night. And then in the morning a red full-tank water indicator light came on, so I emptied the water. Same thing keeps happening every day. Everyday not cold air came out, hear the ice cracking noises, and empty the water in the morning. I did these 3 days in a row and finally stopped using it and contacted Black and Decker Warranty Department. The Warranty department send me a UPS packing slip for me to send it in and told me they will send out a new air conditioner in 10 to 12 business days with e-mail confirmation send to me with tracking numbers upon receipt of the shipment. The shipment of defective air conditioner was delivered to them on 8/19/2022. So, I waited 12 business days, and I didn't receive email confirmation or shipment, so I called them. They said it's going to be 6 to 7 more weeks. So I waited and called them again, and then they said that the air-condition model is out of stock and it will be another 2 to 3 weeks. I waited another 3 weeks, and I still don't have it. I asked them if I can talk to a supervisor, but the supervisor never called me back. I think the warranty department is playing games with me and I don't know why. The model number of the air-condition is BPPO8WTB. Could you please help me resolving this issue? I would appreciate it very much. Thank you.

  Business Response

  Date: 11/15/2022

  Consumer Response /* (2000, 8, 2022/11/09) */
  I received a replacement air conditioner from Black and Decker Warranty department today, but they sent me a smaller one. The one that I sent in is 8000 BTU, but what they sent me is 5,500 BTU. I am tired of going through the waiting game again, so I decided to just accept the smaller one. If I try to get bigger one, I might end up with nothing. I am afraid that they may not send me the bigger one and send me nothing this time.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Order: XXXXXXX-XXXXXXXX from Walmart.comOrder date: Mon. Oct 17, 2022Item: Black & Decker desktop heater (BHD101W) To whom it may concern:I am writing to you today to file a claim for the item purchased above (Black & Decker desktop heater BHD101W). I ordered the item on Monday, October 17, 2022 from Walmart.com and received it promptly by Wednesday, October 19, 2022. I waited until the following morning to use it and verify it was working on Thursday, October 20, 2022. I placed the desktop heater on my 150 lb. vintage 1980's acrylic waterfall tempered glass (3/4 inch thick) coffee table. After 10 minutes of the heater being turned on, I heard a loud crash from the neighboring room as I was on a work call. The heavy coffee table snapped in half shattering glass everywhere. The extreme heat from the desktop heater had caused the coffee table to crack and break. After the table was shattered I immediately turned off the desktop heater. Unfortunately the table was not salvageable (see photos). I had to take 2 hours out of my workday and solicit help from my father to clean up the mess and ensure the area was safe for myself and my 2 pets. We had to take the shattered glass to the county dump since the tempered glass was too heavy and large to dispose of in the regular garbage. I recognize I am extremely lucky that I was not seriously injured by the incident, as this could have resulted in eye trauma, cuts and other severe injury. However, my coffee table, wood floors, and items on the table were ruined. Please note: I purchased this compact portable desktop heater so I could use it while working. It states on the instruction manual that the heater purchased has an automatic shut off if/when the heater overheats. In this case the heater did not function properly and overheated enough to crack I am looking to be compensated for this incident as this could have resulted in serious personal injury and indeed, loss of personal property.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 25, 2022/11/17) */
  Dear BBB,
  
  The subject Black & Decker BDH101W heater is a licensed product manufactured and sold by Equity Brands.
  
  This matter has been referred to Equity Brands for handling who acknowledged receipt of the incident, and that they are handling this matter.
  
  Thank you for your cooperation. Please contact me if you have any questions.
  
  
  Consumer Response /* (3000, 27, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please transfer this claim to Equitu Brands, affiliate of Black and Decker. We currently have not been able to come to a resolution.

• Initial Complaint

  Date:10/27/2022

  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've contacted equity brands and black and decker several times for months (since June first time using it) to have some imaginary label sent to my email, I've been calling and emailing (no responses) and I keep getting told a label will be sent. You sent me a faulty product, the $500 "air conditioner "doesn't work and is a paperweight.
  

  Business Response

  Date: 11/08/2022

  Consumer Response /* (2000, 6, 2022/11/01) */
  Please close the case they finally sent me a return label.

• Initial Complaint

  Date:10/25/2022

  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 bought the Black and Decker 5 q.ft chest freezer (Model # BCFK51), Serial # XXXXXXXXX on February 26, 2022, from Menards in Rapid City, SD. The freezer stopped working in July 2022. I called using the # (Frigidare Warranty issues XXX-XXX-XXXX printed on Menards' invoice - see the images) but was forwarded to another # (XXX-XXX-XXXX) and since August 5, 2022, then called only the latter number. On August 5th, 2022 and talked to "Jan" explaining the problem. After going through a very lengthy questionnaire, he filed the form for an exchange of the broken unit to a new unit and gave me a "ticket # 6622# (my case #). As requested, I cut off the end tail plug in cord and together with the sticker that was attached to the freezer mailed all to the Company in New York (NY) on august 6th, 2022 (they received it). As also requested, on August 5th, 2022, I emailed the images of the receipts and the photos of the freezers' serial #. I was told by "Jan" that I would receive an email with a confirmation #, which I have never received. I was told by "Jan" that it would take 10 days plus 2-3 weeks to get a replacement, i.e. that I would receive the unit by the end of September 2022, but nothing had happened. Since last August I called the Company 3 times (on August 19 and 29th, September 23, and October 17) and talked to "Jan", "Sophie" and "Albert". Each time I was told that I should wait another 2-3 weeks and they have no idea about what is going on. During our conversation I have never been suggested a refund ($189.00 + tax 6.5%=$201.29). However, with such a bad experience wasting so much time, I would like to have a refund and never deal with this Company (could it be a spam'?!) in the future! Please help! I am attaching the images of the receipt, the Menards' invoice, the images of the freezer (with cut off cord) and its serial number.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 7, 2022/11/03) */
  The licensed partners sent the customer a replacement unit and it was delivered to the customer on 11/2/22.
  
  
  Consumer Response /* (3000, 9, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was very grateful receiving on November 2nd, 2022 the replacement freezer within 2 weeks after contacting BBB (ticket ******* The 5.1 c.f freezer as the same model and volume that I purchased before. However, after I unpacked it, it appeared to be damaged in several places. There were two dents (front and left side),a bent front surface, and a jammed (squished) lower right corner, just below the temperature adjustment knob. The damage of the latter probably happened after the freezer was dropped on the hard surface and the degree of the damage indicates that the device is compromised and may not work properly. I also was not given the instruction how to replace this replacement unit if it does not last 12 months. I called before last weekend and left a message to BBB representative (Susan) about the damaged freezer. She responded this morning texting me (Monday 11/7/22) and shortly after 10 am (MT) I emailed her photos to the address she gave me (***********@equitybrands.com) and confirmed it by texting her. In my email I requested a replacement, but still did not get a response. Please help to resolve my issue. I have already lost 5 cubic feet of frozen goods after the freezer broke and have been waiting for over 3 months to resolve my case. It is too long! If the new replacement is impossible, I would accept full reimbursement ($189+6.5% tax). Thank you!
  
  
  Business Response /* (1000, 15, 2022/11/30) */
  The licensed partner sent replacement unit to the customer and it was delivered on 11/29/22.

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair 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 October 9, 2022, I contacted DeWalt on their website. I contacted DeWalt's support team by filling out the contact form, under the subject "Warranty Related- Defective Product, and stated that "Today, my Dewalt 20V Max XR Lithium Ion Battery stopped working, and was unchargable. I made multiple attempts to charge the battery, and even tried to charge the battery on 3 different Dewalt chargers, and the battery failed to hold a charge. This battery pack was included in my Combo Kit purchase, Serial Number DCK487D1M1, at Lowe's. The illuminated battery icon on the battery also does not light up. I would like this battery repaired, or completely replaced. Thank you."
  David ***** ********** from DeWalt support then reached out to me via email on October 11th, 2022 and asked for me to upload pictures of the top and bottom of my battery. The same day, I provided Dave with DeWalt Support, pictures of the top and bottom of my battery via email. On October 14th, 2022, Dave from DeWalt support responded via email to my sent pictures, and stated " Hello Mr. Trevor, Thank you for your prompt response, upon checking the information, the battery is no longer under warranty. If you have a proof of purchase (The one by Lowe's, or similar), please send it to us to revise the available options.
  Thank you,
  David
  DEWALT Support"
  I do not have the proof of purchase, but I registered my product, and provided proof of purchase details on my account, on DeWalt's website. My battery is under warranty. The DeWalt 20V lithium ion battery comes with a warranty, and DeWalt has failed to honor that warranty. DeWalt has failed to repair the battery and/or replace the battery. I am not sure if this defective lithium ion battery is unsafe or not. I would like to to DeWalt to deem it safe and usable, even though it won't charge or power any power tool. This is poor customer service, especially for a customer who has spent over a $1000 on DeWalt power tools and batteries.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 7, 2022/10/31) */
  Battery warranty has expired. Replacement unit delivered to customer.
  
  
  Consumer Response /* (2000, 9, 2022/10/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the business actions, as they have completely replaced my DeWalt battery, and have shipped the battery swiftly. Thank you.

• Initial Complaint

  Date:10/19/2022

  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.

  Hello,
  
  I purchased a DeWalt DWS 780 compound miter saw on August 8, 2021, from Home Depot (please see attached receipt). Serial number XXXXX. This is their best and most expensive compound miter saw in their biggest and heaviest 12-inch cutting line (the saw is mounted on rails which slide). It has an "XPS crosscut positioning system" which shines an LED light shadow exactly where the cut will be.
  
  Within a couple of months of light use, the XPS light went out. The saw has a 1-year warranty. I contacted DeWalt and they pointed me to their support website which listed 4 service centers which I could take the saw to (see attached). In a few weeks I was ready to take it in but when I attempted to contact the service centers, they were either permanently closed or did not do warranty work (as indicated on the attachment). Even though I live near a major city (Seattle), no available service centers.
  
  The DeWalt representees told me that my only option was to ship it to DeWalt for repair. I responded that this was unacceptable due to risk of damage. I purchased and plugged in a new power supply which fixed the problem (the light was fine). I would like reimbursement of $46.83 for the power supply - see attached.
  
  DeWalt claims that I voided the warranty by doing the repair myself and I could have simply shipped it, as per policy (must have a qualified Technician). My claim is that DeWalt provided me with fraudulent support options (and are still incorrect on the website as of today), voiding their normal warranty process. Shipping a 50 lb. saw not in original protective packaging is impractical with undue risk of damage (just to repair a light).
  
  By the way, my saw falls under a Safety Recall Notice for which they will send me a kit to install myself. I plug in a light system component voids the warranty, yet I can be trusted to install a safety item myself. Where's the logic?
  
  Reference case numbers: XXXXXXX, XXXXXXX, and XXXXXXX.
  
  Thank you,
  Jack *******

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  The customer was contacted, and a refund in the amount of $46.83 will be processed and mailed to the customer.
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted on Oct 21 by Rochelle, a Stanley Black & Decker Customer Experience Expert (e-mail and phone call). She already had addressed my concerns before contacted me (reference DeWalt case #XXXXXXX). Rochelle was wonderful - listened patiently to my story, understood, and communicated well. It was so nice to talk with a real person and avoid the same canned "cut and paste" communications.
  I have been advised from DeWalt that a refund check of $46.83 has been requested but will take 5-8 weeks for it to be processed and for me to receive it via USPS.
  Rochelle also advised me that she is working to correct the web-based list of DeWalt service centers in my area.
  I am completely satisfied, provided that DeWalt follows through as promised.
  I cannot thank the BBB enough. I have been at this for a year to get a simple LED light repaired under warranty and the BBB helped me cut through it all in 2 days from my BBB file date!

• Initial Complaint

  Date:10/17/2022

  Type:Delivery 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 portable Black and Decker air conditioner, unfortunately after not even a year of use, the air conditioner started leaking water profusely. Ruining my flooring and ceiling. I contacted B&D. They told me they'd send me a mailing slip to send the AC back and they would then replace it. After multiple emails back asking for the mailing slip to warranty, they finally did send that sent it. I put the AC in the mail, paying for a $30 box for it to get to them and brought the AC to UPS. Since doing so in July, I emailed for an update at the beginning of September with no answer. And, again in October, asking for an update or when I'd receive the new AC. So far, no one has answered either request. This process was started back in June. I am just looking for resolution at this point. I don't feel, as the customer, I should be ignored, when they told me this would be resolved. I have copies of the emails, if needed.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 8, 2022/11/07) */
  Licensed partner sent the customer a replacement unit.
  
  
  Consumer Response /* (2000, 10, 2022/11/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/16/2022

  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 ordered my B&D portable air conditioner from Amazon on 7/11/21. It came with a broken valve, so I asked for an exchange, received my second unit on 7/25/21. It didn't start but since this was a replacement, they would not replace it again, I had to return it and purchase a new unit, 3rd unit arrived 8/31/21. It worked fine enough, until June 2022 when it stopped producing air. So I called the warranty number on the manual (backstory was just to say this is an unreliable product). I first spoke to them on 6/14/22, where I was told to email my proof of purchase and they would send me a new one. I received the email within 10 minutes of the phone call and immediately replied with my proof. Then, after 3 days of hearing nothing, I emailed and asked if I need to do anything else, no response. I called on 6/21 to inquire, and on 6/22/22 I received the shipping label. I called again 6/26 because that email said they would only send the replacement once I sent the unit, but I had no box to mail it. They said buy one, so I spent $20 on a box, and $12 to have UPS pick it up because it's too heavy for me to get to my car. They received the unit on 7/5/22. The email said 2-3 weeks, so I have since called on 7/26, 8/1, 8/8, 9/9, 9/12 and 9/20 and every time have gotten excuses and the runaround about why I haven't received a replacement. It took 3 of those call before I even received a case number. I was told twice this would be escalated, and nothing came of it. Multiple times I was told something would happen within a number of days, and it never did. Every time they counted the number of days and said it hadn't been long enough, there's now a 5 week turnaround, a 6 week turnaround. I was told a specific date I would receive the unit (8/12). I was told on 9/9 to call Monday for an update, but they had nothing for me when I called and call back a week later. I did, and when again no update, I then asked to speak to a manager. They said someone would call me, no one ever has.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 7, 2022/10/26) */
  The licensed partner sent the customer a replacement, and it was delivered to the customer on 10/25/22.
  
  
  Consumer Response /* (3000, 14, 2022/11/06) */
  B&D did not send me my original unit, they sent me, a resident of California, one of their products that is not available for resale in the state of California due to a bill that was passed about energy regulations. In researching why, it's because the unit uses HFCs, which is more harmful than carbon dioxide. When I called them about it, they said it's because my unit was not available and this one was better anyways. But if I wanted, I could send it back and wait for my unit to be available. Keep in mind, it is now November, at this point I don't need an air conditioner for at least another 5 months. But seriously, why would you send someone a unit that breaks the law in their state?!
  
  
  Business Response /* (4000, 18, 2022/11/22) */
  The licensed partner mailed a refund check to the customer on 11/18/22.