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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

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/15/2022

      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 called the company on 9/6/2022 (Case# ***** and called again 0n 9/30/2022 with no resolution. This event is related to a portable Black and Decker air conditioner I purchased on April 11, 2020. The serial number is BPACT08WTXXXXXXXXX. When I received the product one of the caster wheels was broken. I called them in April 2020 and asked for a replacement. They told me due the COVID pandemic there would be a delay in sending out the spare part. They took my information and told me they would send as soon as possible. I received nothing for two years, so I initiated the request on 9/6/2022. They told they did not have my original case number, so they created a new one, shown above. The people I spoke with gave me assurances that I would receive it within 6 business day. It has been over a month and I still have nothing. Every time I call I get someone who is located outside of the U.S. When I demanded to speak with someone in the U.S., I was denied. I am not sure if the customer service does not understand my problem, but I would like to receive the spare part. Without the caster wheel, the air conditioner is not leveled and I can't use it properly. I demand the broken piece as soon as possible.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/22) */
      The licensed partner shipped replacement castors and they were delivered to the customer on 10/21/22.

    • Initial Complaint

      Date:10/12/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 29, 2019, I purchased a Black & Decker portable air conditioner BPACT08 from Amazon. This summer the air conditioner compressor broke, and I called the service line for Black & Decker. They explained that for parts I was still covered under warranty but that I needed to return the entire air conditioner because the compressor was broken, and they needed to replace the whole unit. Well after many calls and about a month UPS picked it up, and in the process, broke a clay plant vase I had outside. But that is not my complaint. My complaint is that they received the unit back by early September. It is now mid-October and I have no replacement. I have called now three times and have been told that the case " has been sent and expedited to upper management." I think it is a bit ridiculous that I have to call over and over and over again and get absolutely nowhere.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/17) */
      Replacement unit delivered to customer on 10/15/22.

    • Initial Complaint

      Date:10/12/2022

      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 have been trying to get a replacement for my Black Decker BPACT14WT air conditioner since May 17th, 2022. It is now October 11th, 2022, with no answer so far. I contacted Wayfair, because it began leaking rust and making strange noises, but they told me it was still under warranty with Black Decker so I would have to call them. I called Black Decker and was told to email my proof of purchase, which I did on May 27th. I did not hear back and followed up on June 16th. I still did not hear back and called on July 1st. They sent me the return label while I was on the phone, telling me I would be sent back a new one within 10 days of them receiving the defective one. According to the tracking they received it on July 8th, but as of now I have not had any contact back from them since. I have tried contacting them several times, though. I started calling about once a week after the 10 days had gone by. The first three weeks they said I should see tracking by the end of the week which was a lie, obviously. My phone records don't go all the way back now, but I see I called 7/22, 7/27, 8/3, 8/12, 9/6, and 9/12. The next couple times they told me they are just behind in the warehouse and will get back to me soon, which also seems to be a lie. The last time I called I asked for a refund and was told they don't do refunds. I told them that at this point I have no way of knowing if they will ever send me anything. I asked to speak to a manager and was told he would call me back in an hour or two. This was the 9/12 call and I have yet to hear from anyone. At this point I feel I have been ghosted. How is this not fraud? I am out the $515.44 I originally spent with evidently no replacement in sight. I was without air conditioning all summer and had to go stay with a relative a couple times because of the heat. This is my last option to get any kind of help with this as the phone is getting me nowhere. I hope I can get some kind of resolution before next summer.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/17) */
      Replacement unit shipped to customer and delivered on 10/15/22.

    • Initial Complaint

      Date:10/11/2022

      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.
      Black & Decker warranty support is the worst customer service I've ever dealt with in my entire life. And I've dealt with a lot of customer service reps. Here's the story.

      I bought a Black & Decker portable A/C unit in the summer of 2021 and that one has been great (and actually works). So, I bought another one on 6/3/22 for another bedroom. This time, I didn't choose the exact same model, but rather a slightly more powerful one (10,000 BTU). It worked for only two months and then stopped blowing cold air. I did all of the "tech support" stuff and it just became an expensive fan. When the compressor would kick on, it wouldn't blow cold.

      I opened a warranty claim on 8/23/22. After promptly sending them my proof of purchase, they said I'd get a pre-paid UPS return label to send back my broken unit, which was warrantied to work for 1 year. A week went by and I got nothing. After calling many times to receive this label, I had to have it "escalated" just to get it. I finally got the UPS label on 8/29/22 and immediately shipped it back. My part as the consumer was done here.

      As for when I will get my replacement unit that they agreed to, it's now 10/11/22 and I still don't have it. Black & Decker wrote to me via email on 8/29/22: "Once the unit has been returned and received, a new item will be sent to you. Please note there is 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."

      That's a lie. So says my phone logs, I have called Black & Decker warranty support 14 times, have called regular Black & Decker support and have emailed many times. They tell me my case is "escalated" and a manager will call or email, but they never do. They tell me they are delayed in sending me a new unit and there is no promise of when I'll actually get it. They tell me they won't send a refund and can only send a new unit.

      The summer is now over, and I demand for this unit to be replaced.

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 5, 2022/10/17) */
      A replacement unit shipped to customer and delivered on 10/15/22.


      Consumer Response /* (3000, 7, 2022/10/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      After months of horrific back and forth with Black & Decker, they just sent me the completely wrong model with absolutely zero communication that they were even sending me one!

      They just sent me Model #BPACT14WT, which is a massive 14,000 BTU unit that is designed for a huge room (not my bedroom) and draws a ton more electricity, whereas the unit I had was BPP06WTB, which was a 10,000 BTU unit designed specifically for my size of bedroom!

      I provided EXPLICIT instructions to send me the same exact unit. The unit they just sent me looks completely different (has different vents) and, most importantly, the exhaust hose does not fit in the custom window insert I built for the unit! So, I can't use this unit at all to vent out of my window!

      If they can't properly send me a replacement that is the exact same model (which broke in only 2 months and I promptly returned it), they need to just refund me! They should not just randomly pick whatever unit they want and send that. I bought a unit to precise specifications for what I needed.


      Business Response /* (4000, 9, 2022/10/18) */
      Licensed partner shipped the customer a unit, and it was delivered on October 15, 2022.


      Consumer Response /* (4200, 11, 2022/10/18) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      That response is unacceptable. Again, they shipped me the completely WRONG model and it doesn't work with my bedroom window. I explicitly specified in my warranty claim to ship me the exact same model. They can't just willy nilly send me some other model and expect for that resolution to be satisfactory. I can't fit a square peg into a round hole. They need to either send me the exact same model that broke or issue me a full refund.


      Business Response /* (4000, 15, 2022/11/10) */
      Licensed partner sent a replacement to the customer and it was delivered to the customer on 11/10/22.


      Consumer Response /* (2000, 17, 2022/11/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Though the process of getting a new working unit was brutally painful and time consuming, I finally got the correct replacement unit, and I assume it's going to actually work.

    • Initial Complaint

      Date:10/10/2022

      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 dehumidifier in December 2021 through Amazon. In June, the dehumidifier stopped working. I went through the warranty process directly with Black and Decker and they sent me a shipping label to send it back. They said a new one would be shipped to me within 10 weeks. I sent the dehumidifier to them and it was delivered in July 2022. 10 weeks passed and I heard nothing from Black and Decker. I began reaching out to them in September to determine where they were in the process. They send me to Susan ************** voicemail and she does not return my calls. I spoke with someone on 9/27/2022 who said they would "escalate" my case to a manager but I still have not heard anything. They need to send me the replacement dehumidifier.

      Business Response

      Date: 10/25/2022

      Business Response /* (1000, 8, 2022/10/24) */
      The licensed partner shipped replacement unit to the customer, and it was delivered on 10/21/22.


      Consumer Response /* (2000, 10, 2022/10/24) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Within a week of filing the complaint, Susan called me back and shipped me a replacement and a complimentary space heater. I did receive the replacement.

    • Initial Complaint

      Date:10/06/2022

      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 electric chainsaw Sept. 2020. The saw quit working after about 1 year. It has now been 2 years since purchasing the saw and I recently sent the saw to DeWalt's service center under the understanding and verbal agreement over the phone that it was covered by their 3 year warranty for factory defects. Upon DeWalt receiving the saw, I was contacted and told they will be charging $133 to fix the saw even though it is
      likely a factory defect. DeWalt has not evaluated the saw yet, they simply said it will cost $133 regardless and politely agreed the claimed 3 year warranty means nothing.

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 27, 2022/11/14) */
      We spoke with the customer regarding what repairs are covered under the warranty, and why there was a repair charge.


      Consumer Response /* (2000, 29, 2022/11/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I appreciated the call from DeWalt to discuss the issue. I agreed to let it go and drop this complaint. I hope that in the future DeWalt is more upfront or at least more clear about what their 3 year warranty means. Miscommunication within the different customer service layers lead me to believe the problem I had was covered as a manufacturing defect, however, I was initially upset after sending the tool and being told there was going to be a charge even before the tool was evaluated by their technician.

    • Initial Complaint

      Date:10/05/2022

      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.
      I bought brand new 60-gallon Dewalt branded Air Compressor on Marcy 2nd, 2022. Five months later the compressor stopped working due to a faulty motor. I contacted Dewalt on August 22nd, 2022 and requested a warranty repair. After several attempts, this company still has not sent me a technician to fix the compressor that is still under warranty. The compressor was truck shipped. It is a heavy piece of equipment. I contacted Dewalt Customer Service on August 22nd, and it is October 5th, and I am still waiting to hear from Dewalt as to when they will send a technician to fix it. I am not receiving follow up information whether they will actually fix the unit. I keep getting the run-around. They directed me to call a company by the name Cal Supply Company in RI. Cal Supply Company sent me to another company called Campbell Housefeld which supposedly makes the compressors. As far as I am concerned, the brand on the machine and warranty card says Dealt and I am unable to get this company to honor a warranty repair. The machine broke in 5 months with minimal use.

      Here is the information on the compressor.
      Model Number: DeWalt DXCM601 60 Gal. Compressor (Mat Industries)
      Serial Number: XXXXXXXZXXXXXXX
      Date of Purchase: March 2nd, 2022
      Purchase From: Tractor Supply, Online Order

      Business Response

      Date: 11/11/2022

      Business Response /* (1000, 10, 2022/11/01) */
      The service center made the repair.

    • Initial Complaint

      Date:10/04/2022

      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 ordered a lawn mower from Black+Decker through amazon but it stopped working after 2 months. I asked Amazon for help by they said they cannot do anything and I need to contact Black+Decker as i have one year warranty on the product from the manufacturer. I contacted Black+Decker in June 2022 and they advised me send the lawn mower back to them and for that they will send me the refund. I returned the lawn mower the same week and it got delivered to them soon after that. Now it is 3 months and I have not received the check for refund. I already contacted them twice to get a resolution but they are keeping me in circle.

      Due to this reason I am contact BBB. I need my refund for the defective product I returned and already waited for more than 4 months now. Hoping to get some resolution here with BBB intervention in this matter.

      Thanks!

      Singhjyot *******

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 2022/10/10) */
      A customer satisfaction refund check has been requested and is in process. Please allow 5 - 8 weeks to process and receive the refund check by USPS.

    • Initial Complaint

      Date:09/30/2022

      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.
      Over the past week I have called support 3 times, filed 2 support requests online and sent 3 emails to support.
      It's been a week and I have received no resolution. Today 9/30 i was directed to the online repair tool.
      The tool responded with "Not Eligible for Online Repair" and said I would have to pay $250.00 for repair
      Image attached of that as well.


      We purchased the lawn mower from Home Depot on June 19, 2021, I was out mowing, and it cut out, I restarted, and it worked for a few minutes more and cut out again.
      I pulled the batteries and tested them, both had 3 bars. I used them in an impact drive to be use and they are fully charged. I made sure the safety key is in and there is a plastic lever on the side
      That must get pushed in when the mower is stored. That was out and If I held it in the mover light would not even come on so that looks like it's working.

      I have attached all emails and supporting documents.

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 7, 2022/10/12) */
      Replacement unit sent to the customer and delivered to the customer on 10/11/22.

    • Initial Complaint

      Date:09/26/2022

      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.
      My washing machine had an e1 error code so I got a warranty claim. I paid over $100 of my own money to ship the washer. I have proof that it was delivered in June. I have also sent in my proof of purchase multiple times. I started this claim in may and there have been NO updates since I've sent in the washer. I have called them almost weekly and they say there is no tracking number and give me no answers. At this point I do not even care about the washer anymore I would just l like to be refunded for the washer and shipping.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 29, 2022/10/21) */
      The licensed partner sent the customer a new unit and reimbursement for shipping. The replacement unit was delivered on 10/20/2022. The check for shipping the unit to the licensed partner will be mailed to the customer on approximately October 21, 2022.


      Business Response /* (1000, 33, 2022/10/21) */
      Replacement unit delivered to customer via UPS Tracking*********XXXXXXXXXX on Oct. 20th 2022.


      Business Response /* (1000, 34, 2022/10/21) */
      Check number **** for 108.71 will be mailed to
      the customer for shipping reimbursement.
      This will mail on Oct. 21 2022,

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

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