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:09/22/2022

  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.

  I purchased a Black and Decker fan brand new and it stopped working. I contacted Black and Decker in the first week of August and they told me to contact their warranty department for that product. I did that and they responded to me. Told me to send them copy of invoice, information off back of fan and to cut the cord and send pictures. This was all done and pictures sent to them. They acknowledged receipt of this and told me within 10 days I would get a tracking number for replacement. That was August 16th. It is now September 22nd and I have called them at least 4 times looking for my tracking number plus emailed a few times and they keep saying they will get someone to call me, no one ever does. I went directly to Black and Decker at least 4 times and they tell me to go to the warranty people. I feel like I am on a hamster wheel. I just get pushed back and forth and no one cares. All I want is my new replacement fan, truly unfair to treat a consumer ths way. This is who they told me to contact....Licensed Partner: W appliance
  Phone number: XXX-XXX-XXXX or XXX-XXX-XXXX
  Email: *******@equitybrands.com They can look me up from my email or I do have my case number. I just want my fan, nothing more. I was told on the phone it was approved for replacement but now I am just getting the run around. Phone people told me I could not talk to a manager, they had to give them the message. Well for sure I have called 4 times and have never gotten a return call or email.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/10/05) */
  The licensed partner sent the customer a replacement unit and it was delivered to the customer on Oct 4, 2022.
  
  
  Consumer Response /* (2000, 10, 2022/10/04) */
  As of Friday, last week, I was still being told that there was no updated info on my fan. I come home today, and my replacement fan is here. Not great service at all. Hopefully, this one work

• Initial Complaint

  Date:09/20/2022

  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 fridge and have been waiting for 3 months with no replacement!
  
  I bought a fridge from Black Decker, and it was arrived broken. I contacted support according to manual its Equity Brands and was told would get a replacement. That was June! It's been 3.5 months! According to their request, I had to pay $8 to ship the plug to Equity Brands to prove it is their product. Then I had to pay $30 to send the broken fridge to dump. And when I email, no one replies at all.
  
  Every time I call, I will receive the shipping in next couple days. My case number is *****

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/10/03) */
  The licensed partner sent the customer a replacement, and it was delivered to the customer on 9/30/22.
  
  
  Consumer Response /* (2000, 11, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/20/2022

  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 a Dewalt 12"double bevel sliding miter saw from Denver County auction. There is a recall on the model (1.4 MILLION machines recall). The model number is obscure due to transport negligence (scraped label). The model label is in a poor location and type of material makes it vulnerable to scraping. The company refused to service the machine under recall saying it was a DS718 instead of DWS780. As I researched later, DS718 does not have XPS Technology in any of the machines. My machine does. Dewalt service lied about the model number. When I was told this at the center, which btw was a 100 mile round trip process, I asked for a safety guard (lower safety guard......the part that protects you from getting your HAND CUT OFF!!) to purchase. They did not have one nor could order one and I was directed by Dave, the associate to go to ereplacements.com whom also did not have one available as it turned out. Just absurd. This is a HUGE, inexpensive safety item that should be available! The machine is 3 years old and none available? I emailed the CEO James ****** with no response as of yet. The recall on the machines affect 1.6 million people who have purchased these. If there is a safety item to be repaired, I expect it.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 9, 2022/10/11) */
  The NAXXXXX repair kit and NXXXXXX lower guard have been shipped to the customer. The NAXXXXXX estimated delivery date is October 13, 2022. The NXXXXXX was delivered to the customer on October 6, 2022.
  
  
  Consumer Response /* (2000, 11, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Their response resolves my issue for my complaint.

• Initial Complaint

  Date:09/16/2022

  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 bought a dewalt pressure washer from home depot. I took it home and put oil and gas in it and fired it up. When I pulled the trigger, the brass fitting on the pump blew off. I then had to return it back to home depot and they would not replace it because I put the oil and fuel in the engine. (Hard to operate with no oil or fuel). I did have the warranty so they sent it back to dewalt for repair. Many months later I got it back.
  On Saturday I fired it back up in attempt to wash my home again. When I pulled the trigger, the brass fitting blew off the pump again. I went back to home depot. They sent it off again costing me an additional 60 dollars out of my pocket.
  Almost 4 months later I get a call saying that I will have to pay for the repair because I put bleach in the hopper. They stated that because I put bleach in the hopper it corroded the pump and that's why it broke.
  I didnt put anything in it the first time and the pump broke before I cleaned a single brick on my home. It has been with dewalt for almost a year from the date of purchase.
  My company bought the same model of pressure washer after I told them not to. The exact same thing happened to that washer. My company took it back and it was replaced with no questions asked. Why was I not treated the same way? Is it because I don't buy 100k in tools every year? I didn't realize Dewalt didn't stand behind their product.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/23) */
  The licensed partner FNA will contact the customer to discuss repair of the unit.
  
  
  Business Response /* (1000, 8, 2022/09/26) */
  The customer was emailed and provided with information on the service centers in his area where he could take his unit for repair.

• Initial Complaint

  Date:09/15/2022

  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 AC unit on XX-XX-XXXX from Amazon for $369.99 plus tax. Black and Decker BPACT10WT. When I tried to use it at the start of this summer it failed to cool. I contacted Black and Decker on 06-11-2022. and began a long process of being told it was someone else's responsibility. I got a warranty case finally opened ****** I was sent a shipping label and promptly shipped the AC unit. I have tracking info that they received the unit July 27, 2022. In the email with the shipping label, they said the new unit would be shipped to me within 2-3 weeks. I have called (XXX-XXX-XXXX) and messaged them every week since then. They acknowledge receipt of old unit. but cannot tell me if they are sending a new one. the response is always "I will forward this to supervisor and re-escalate the claim"

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/09/22) */
  The licensed partner shipped a new unit to the customer and it was delivered to the customer on September 21, 2022.
  
  
  Consumer Response /* (2000, 9, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/15/2022

  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.

  9/25/2021
  black and decker 3000sq.ft dehumidifier for my damp basement
  stop working after about 4 months, called it took them 2 months to send a ups return shipping. After 2 months plus of calling no answers. Research myself received in May, with that info I call back and was told no more units in stock and do not know when, I asked for my money back or an updated unit no response. ************ Valerie and Henry Was told there is no management to assist me.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 9, 2022/10/05) */
  The licensed partner sent the customer a replacement unit, and it was delivered to the customer on October 4, 2022.
  
  
  Consumer Response /* (2000, 11, 2022/10/06) */
  Re: BBB Complaint ***** ******** (Ref#XX-XXXX-XXXXXXXX-XX-XXXX)
  External
  Inbox
  
  Angela M ***********************
  Oct 5, 2022, 7:45 PM (13 hours ago)
  to me
  
  Thanks for your assistance I received from vendor my unit yesterday
  Thanks so very much
  Angela G

• Initial Complaint

  Date:09/14/2022

  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.

  We purchased a Black and Decker Air Conditioner model number BPACT10WT from www.amazon.com that came with a 30 day warranty via Black and Decker. The unit was broken, we contacted the company who said they would replace the unit but we have not received the replacement or refund for over 12 months since our initial complaint.
  
  We purchased this item on June 27th, 2021 for 398.95$
  
  We received the unit and it was not working. The Air Conditioner was not producing cold air. We called the helpline within the 30 days and they found our compressor was broken. They would send us a shipping label and we would ship the item to them using our own money for packaging. They would then send us a replacement unit.
  
  We did not receive a shipping label within the expected 48 hours. We contacted B&D 3 times until they sent the shipping label on June 23, 2022. We shipped the unit back on June 25, 2022. They received the unit on July 1, 2022.
  
  They was a 10 day processing period and we were supposed to receive our replacement unit 2-3 weeks after they received it. We still have not received a replacement unit.
  
  We have called customer service over a dozen times. We receive the same response along the lines of "Your item has not been shipped yet, we can escalate the case, we will send you a tracking number when it is shipped, I do not have the number for you to speak to management." It's become clear to us that the representative is just reading from a prepared script.
  
  First call: June 22, 2022
  
  We made follow-up calls on the following dates:
  6/23/22
  7/14/22
  7/20/22
  7/25/22
  7/27/22 This was the first time the agent on the phone said they would "escalate" our case.
  8/1/22
  8/15/22
  8/22/22
  8/30/22 A supervisor was supposed to contact us by this date. At this time we have not heard from any supervisor.
  9/1/22
  9/9/22 first warning of filing complaint and seeking legal action
  9/12/22
  9/14/22
  
  We have not received our unit nor a refund from the company.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/09/28) */
  The licensed partner sent the customer a replacement unit and it was delivered to the customer on 9/27/22.

• Initial Complaint

  Date:09/14/2022

  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.

  Can't find a tech or shop to service the lawn mower and it's not tough enough to be a commercial lawn mower very easy to tear up .my deck cracked the belt won't stay on
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/19) */
  A customer service agent has reached out to a local service dealer and they have agreed to look at the unit. The customer should contact State Sharpening Mower & Tractor Repair, Inc., XXXXX ********* ***** Suite ** ********* ******** OH XXXXX, (XXX) XXX-XXXX directly. Should the customer have any questions, they can call XXX-XXX-XXXX and reference case number XXXXXXXX.

• Initial Complaint

  Date:09/09/2022

  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.

  We bought a portable air conditioner through Amazon (14,000 BTU Portable Air Conditioner with Remote Control, White) and it stopped working 10 months after we bought it. Since it was still within the one-year warranty period, we were instructed by Blacker and Decker that we could ship our unit back to their warehouse and receive a replacement air conditioner in 2-3 weeks. Our unit was received by the warehouse on 6/21/22 and as of 9/9/22 a new unit has yet to be shipped. We've called the customer support team 10+ times, had our case escalated 4 times, been put on a supervisor call list 3 times (with no call back), emailed the customer support team 5+ times, and have not yet had a new unit shipped. Every time we speak to their customer support team, they mention there is a backlog due to the heat waves in the US and Canada this summer and ensure us a new unit will be shipped the following week. We are frustrated by the inaction and by feeling like we have lost both the air conditioner we had and what we paid for it.

  Business Response

  Date: 10/27/2022

  Consumer Response /* (2000, 9, 2022/09/29) */
  9/29/22-- We received a replacement air conditioner. Thank you.

• Initial Complaint

  Date:09/08/2022

  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 Black and Decker portable ac unit on May 4th 2022. We paid $279.20 for the unit. In July we noticed the unit constantly overheating. I called the warranty division, provided all my documentation and was told this was covered under warranty and that I needed to ship the unit back. I paid to ship the unit back to Black and Decker, which was received to them on 7/26/2022. My case number is 5304. I was told via email that a new unit should ship in 2-3 weeks. I never received shipping confirmation. I have tried to have my case escalated multiple times and asked to speak to a supervisor and never get responses back. I am out $279 dollars and have no ac unit to current. Please help me get resolution. I have emails and phone logs if you need them. Thank you.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 10, 2022/09/29) */
  The licensed partner sent replacement to the customer and it was delivered on 9/28/22.
  
  
  Consumer Response /* (2000, 12, 2022/09/30) */
  *********@yahoo.com
  Sep 29, 2022, 4:18 PM (20 hours ago)
  to me
  
  Hello Heather,
  Yes, I can confirm that a new unit was delivered. I appreciate all your help with this case. Thank you so much.
  Nycole