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Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

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:09/07/2022

      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.
      Complaint Details
      I contacted Black & Decker Portable Washer Dept at (XXX) XXX - XXXX on 8/16/22 because my portable washer was producing an E1 error sign during the rinse cycle and shutting off. I told the customer service rep., Andrey, that I had done all of the trouble shooting online. He didn't ask me anymore questions and recommended that I cut the cord of my washer and send it to Susan ********** in NY, NY. He told me that I would then receive a UPS label for the return and a new replacement washer would come in about 6 weeks or so. I later ended up speaking with my plumber and he advised me to get a washing machine hose mixer assembly piece and install it. To my surprise, my portable washer began working normally again without any issues. I called back the above number on 8/17 to inform Black and Decker and to cancel my return ticket #7494. I requested to speak to a supervisor because I wanted to let him or her know about the situation. I was promised a call back from a supervisor by Wednesday but no one called me. I contacted the above number again on 08/19 and spoke to Jasmin and Louis who both said they could not get me to a supervisor. I then spoke to Andy and he said that a supervisor would not care about my issue. I then called a different Black & Decker number at XXX-XXX-XXXX and spoke to Yari who apologized and promised a supervisor would call me back but no one still has. I called the corporate number at XXX-XXX-XXXX and left a message about filing a complaint but no one has returned my call. I tried contacting another division of Black & Decker on BBB recently as well as calling the above # ending in **** again today but had no luck reaching a supervisor. I need to speak to a supervisor to cancel my return ticket and address the issue that had occurred. My portable washer model # is ******* and it was purchased via Amazon on March 25th, 2022. Please have a supervisor contact me at XXX-XXX-XXXX. Thank you!

      Business Response

      Date: 10/25/2022

      Business Response /* (1000, 11, 2022/10/10) */
      The licensed partner sent the customer a replacement and it was delivered to the customer on 10/5/22.


      Consumer Response /* (2000, 13, 2022/10/13) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept the business' response and appreciate them sending me a replacement machine. However, I would have liked to have actually spoken to a supervisor as requested so that he or she would know more about my situation so that it could be addressed better when such a similar situation arises with someone else in the future. I would have liked to discuss my experiences with the customer service at X-XXX-XXX-XXXX. When speaking with a representative that went by either Andrey or Andy depending on the day, he repeatedly told me that no one would ever care about my concerns and his supervisor would never care to call me back. He does not belong in a customer service job and getting proper help should not be so hard.

    • Initial Complaint

      Date:09/02/2022

      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.
      Purchased two ceiling from Lowes the light fixtures glass was broken. Called Lowes and the
      fans and was told to call Black and Decker. The fans are no longer sold by Lowes. I am having been calling Black and Decker since April of 2022 Phone X-XXX-XXX-XXXX. As of today 09/02/2022, I was told no tracking number call back on Monday, the same answer I get every time. I asked to speak to a manager are a help desk and always told they do not have a number and they can't transfer calls.
      Purchase online April 2022

      Business Response

      Date: 10/25/2022

      Business Response /* (1000, 9, 2022/09/23) */
      The licensed partner sent a replacement to the customer and it was delivered on 9/22/22.

    • Initial Complaint

      Date:08/30/2022

      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.
      Purchased hardware sets for power tools, with interchangeable drill, screwdriver, socket, etc. bits. From two different sets, the bit holders are faulty and do not release the bits, so there is no interchangeability of the various bits in the sets. Contacted DeWalt through their website instructions, and per the attached exchange, they refuse to stand behind their faulty manufactured products, citing no warranty covers such defects.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 10, 2022/09/27) */
      Replacement unit shipped to the customer and delivered to the customer on 9/26/22.


      Consumer Response /* (2000, 12, 2022/09/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept the company's resolution to my complaint and confirm receipt of replacement items.

    • Initial Complaint

      Date:08/25/2022

      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.
      Sent 1/2" Impact for repair but can't find out what is going on with it?

      Business Response

      Date: 10/25/2022

      Business Response /* (1000, 8, 2022/09/01) */
      Unit shipped to customer, delivered on 9/1/22.


      Consumer Response /* (3000, 9, 2022/09/06) */
      Gil ***** <*********@gmail.com>
      Sep 1, 2022, 4:46 PM (5 days ago)
      to me

      Hello this is Gilbert minor I file a complaint against the DeWalt company they just called me they're trying to charge me for the impact on ahead for 7 months and they're over there leaving messages on my machine stating that they've been trying to call me and they have not and I feel I should not have to pay for this impact on scene I already bought it once the guys name that called me his name was Ernest I don't know his last name because he did not give me his last name on the voicemail


      Business Response /* (4000, 11, 2022/09/09) */
      The service center has closed its file on this matter and they will not contact the customer further.

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Unanswered
      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 a black decker 70 Pint Dehumidifier BND3453. compressor failed withing warranty periode but no reply from company regarding repair of the unit. they keep sending email addresses of their service providers and i never hear back from their service providers.

    • Initial Complaint

      Date:08/23/2022

      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.
      Back in summer 2020 I spent a few hundred dollars on the black and decker portable AC unit. It came to me with a crack in the bottom so it leaked water. I spent the entire summer trying to get a replacement. Finally end of August 2021 I'm told the replacement is on its way. I received the replacement September 2021. I didnt take it out because the summer was over and i wouldnt need it. Summer 2022 i install the new AC only to find the plastic surrounding the drain plug was broken. I have been messaging with black & decker since July 3rd. I have been continuously told that they would reach out. Its now the end of August and nobody has reached out. I have sent them message after message to no avail. I just want a working AC unit that doesn't leak. I spent numerous hundreds of dollars on this three years ago now and still havent gotten a working unit. On top of that, i had the brand new floors in my house get completely soaked from the water pissing out the back of my second AC unit, the replacement. I need this replaced ASAP. I should receive compensation for how much of a waste of money, time, and resources this has been, plus the damages to my floors from the product. I have given black and decker every chance possible to make this right and they continously tell me my situation has been escalated and someone will reach out soon. Then nothing.

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 10, 2022/09/01) */
      Unit is shipping via UPS, the estimated delivery is the week of Sep. 6, 2022.

    • Initial Complaint

      Date:08/15/2022

      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.
      On May 27th I purchased a Dewalt Model DCN623B nailer. After a couple of hours use, the nose piece failed. The warranty department said they didn't have that piece, so they referred me to the parts department. The parts department says they don't have a record of that tool in their database, and sent me back to the warranty department.

      Business Response

      Date: 09/09/2022

      Business Response /* (1000, 7, 2022/08/24) */
      Replacement product was shipped and delivered to the customer on 8/23/22.


      Consumer Response /* (2000, 9, 2022/08/24) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/12/2022

      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 68 piece tools set from Lowes on 6/03/2020. The nose of my 20 max Lithium Drill came off and I contacted your support via email. I was communicating with an agent(Joan) . I forwarded my receipt and picture of the drill . I have been emailing the support department and have not received any response in seven days. I need this part to used my drill.

      Business Response

      Date: 09/09/2022

      Business Response /* (1000, 8, 2022/08/25) */
      Customer was sent a LDX220C and it was delivered on Wednesday, August 24, 2022.

    • Initial Complaint

      Date:08/10/2022

      Type:Customer Service 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.
      see Attached document
      Click here to Get the File - use the Password: ********
      https://bluecomplaints.bbb.org/attachment/***********

      Business Response

      Date: 09/15/2022

      Business Response /* (1000, 7, 2022/08/22) */
      The licensed partner has attempted to contact the customer several times but they have not received a response.

    • Initial Complaint

      Date:07/25/2022

      Type:Customer Service 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.
      My name is **** ******. I purchased a Black and Decker 14000 BTU portable air conditioner from Amazon in April 2021. This air conditioner was less than a year old and it started to freeze up and build ice on the components. It took many phones calls trying to reach someone for assistance in replacing the air conditioner. After getting in touch with Warranty Service team, I've had nothing but pure **** and LIES from the employees that I have spoken to. I was provided the return shipping label to ship back the defective unit. It was shipped and received back on May 27, 2022. I was told it would take 10 day for a waiting period and 2 to 3 weeks before I would receive a replacement. Well this is July 24,2022 and until this day I haven't received a **** thing. The employees that I spoke to at Black & Decker are
      1. Luis is the one who provided me with the ticket number and suppose to be shipping label on 5-23-2022
      2. I spoke with Pauline on 7-6-2022 Pauline stated that she ESCALATE the matter because the timeframe was up and it would take 2 business days.
      3. I also spoke with MaryAnn on the same day 7-6-2022, she stated that she would Escalate it to. Nothing but LIARS.
      4. I spoke with Henry on 7-11 and 7-13-2022 at 9:31 a.m. and 11:02 a.m.
      5. On 7-18-2022 at 10:40 Pauline stated that the manager would be calling me about the situation, once again another LIE.
      Finally I spoke with another rep name Sophie on 7-19-2022 she stating that they were working from home and couldn't reach anybody in the warehouse, because I was very ADAMANT about speaking with the manager. This has really been nothing but pure **** and at this point I want Black and Decker to reimburse me for the air conditioner. Summer will be over after while and still no air conditioner. I've sent numerous email trying to get this matter cleared up. I will never buy another one of Black and Decker products. They do not stand up on the warranties.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 7, 2022/08/08) */
      A replacement unit was delivered to the customer.


      Consumer Response /* (2000, 9, 2022/08/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      My package was delivered on 08/06/2022 @ 9:42 p.m. by UPS. It was shipped in it's original box but it was wet and wrapped in plastic and placed into another box.

      It had to be install to make sure it was going to operate properly. So far so good.

      Thank you very much for your assistance and quick response.

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

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