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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/02/2024

  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 sent in my robot vacuum (iHome) under an accepted warranty claim and it was found by black & decker (parent company) that the vacuum could not be repaired, thus they informed me that they would be sending me a new one. They informed me of the replacement on 10/2/24 and let me know that it would take ***** business days to receive. After several emails back and forth the most I have gotten out of them is an order number (*****), received 11/7/24 after threatening to file this complaint. To date I have received no shipping notification and in my last communication with them they again have told me to wait ***** business days. I believe that its apparent, they have no intent on actually shipping me the replacement.

  Business Response

  Date: 12/09/2024

  Black & Decker robo vacs are licensed products manufactured and sold by Silverpoint Tech.  This matter was referred to Silverpoint Tech for handling who provided the below update:

  The customer was contacted and it was verified that the product was not a Black and Decker product. Nevertheless the manufacturer is shipping the correct replacement product to the customer by express delivery. 

  Thank you for your cooperation.

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/25/2024

  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.

  I bought a kit with 3 Dewalt tools including a 20 volt drill and an impact driver. Both have stopped working this year. The drill about 3 months ago and the impact driver in the last month. I have emailed Dewaltssupport and was told I would have to pay to have them fixed even though they are within the 3 year warranty. When I said that is not right the representative said I had to go to a website and start a repair ticket and then I would be told where to send them. When I went to the website and started the repair ticket it said I would have to pay a guaranteed $98 to have the drill fixed. Again that is not right since the tools are within the warranty period. I then called Dewalts service number and was told someone would call me back, that was 4 days ago and no one called me back. If Dewalt is going to give a warranty they need to honor it.

  Business Response

  Date: 12/02/2024

  Due to the thanksgiving holiday, we just received and are looking into this matter.  We will review and advise.

  Thank you for your cooperation.

  Customer Answer

  Date: 12/13/2024

  Black and Decker reached out quickly after this complaint and provided me with new tools. They were very helpful. 

• Initial Complaint

  Date:11/15/2024

  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.

  About six months ago, I purchased a DeWalt compact atomic series, brushless drill, driver. When I got home and charged the batteries, it immediately had issues maintaining the power level throughout the driving process. I just tossed the drill aside and went back to my other one. My wife called and got her dewalt router serviced so I decided to see if they could do something about my under performing drill driver. The initial contact seemed great as they were willing to send me a replacement brushless drill, and no cost to me. What they sent me was almost an inch longer than my drill, and the replacement was not able to hold drill-bits therefore making it a safety hazard and unusable. I dont want to seem ungrateful for the free tool, but it was not the same as the original tool that I purchased in function, Specification, and size. The initial contact customer ********************** personnel named ****** was great in providing me with the replacement. The replacement was not the same and would not hold bits. Then I spoke to z and he also was great, but was unable to answer why I was sent a different tool from the one I purchased other than it was discontinued. I Asked for the replacement equivalent and he said he was unable to do that and transferred me to the supervisor following appropriate company protocols at my request. the supervisor refused told me that he would not replace with the correct match or refund for my original purchase. He would only allow me to have the base model brushless, even though it didnt hold a bit and was a safety hazard. upon further research was when I found that the drill I had was the upgraded version of the drill that was sent. When I asked for the equivalent of my version, I was again refused and was told they were only willing to fix or replace their replacement drill. Dewalt used to mean quality now its just s*** and they cant even stand by their own customer ********************** now ************?? ******?

  Business Response

  Date: 11/21/2024

  We contacted the customer who agreed to accept a new ****************************** drill as a customer ********************** gesture to conclude this matter.  The order was sent via *** tracking number 1Z7996860300012148.

  Thank you for your cooperation.

• Initial Complaint

  Date:10/24/2024

  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 placed this order at black decker website I didnt receive this order and called black decker customer ********************** and only to be told they dont have available agent. I left my email and my information as I was told. Theres been no update nor refund.

  Business Response

  Date: 10/31/2024

  DeWalt pressure washers are licensed products manufactured and sold by the **********  This notice has been forwarded to the ********* who acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair 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.

  Im stuck with a DeWalt pressure washer that doesnt work even though it should be fix as it is still under warranty. The O-ring broke during use, causing grey sludge to leak from the machine. Ive made numerous attempts to contact customer ********************** to resolve this issue (over 5 calls), I was referred to multiple service centers 30+ miles away. Unfortunately, each center informed me that DeWalt would not cover the repair costs even though its a manufacturing defect. I have invested significant time and effort into resolving this issue, but the lack of support from customer ********************** has been very disappointing

  Customer Answer

  Date: 10/11/2024

  This is the receipt. 

  Business Response

  Date: 10/21/2024

  DeWalt pressure washers are licensed products manufactured and sold by the **********  This BBB notice has been forwarded to the **********  The ********* acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

  Customer Answer

  Date: 11/05/2024

  Never received a resolution. Still have my non working pressure washer 

  Business Response

  Date: 11/13/2024

  Please see the below update from the *********:

  I have emailed Mr. ***** and let him know that we would be glad to ship him a replacement pump at no charge as a onetime courtesy to resolve this issue.  Mr. ***** has accepted our offer and provided his shipping address. We will ship a pump on RGA WD4078
  

  Thank you for your cooperation.

• Initial Complaint

  Date:10/07/2024

  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 have a DWS780 saw that only has a few hours of use, and the cut-line LED light is not functional. This appears to be a quite common problem with this saw, and the fix is generally a simple to replace circuit board. I contacted Dewalt, they agreed the saw (and parts) were under warranty, and they would normally send me the replacement parts.I responded, letting him know that I had already looked up the replacement part, and could provide a part number if that helped.They claimed (lied) they did not stock the parts required and thus could not help me (he sent a URL to their own parts site to show that the part did not exist).Using the same URL, I was easily able to find the proper replacement part and place it in my cart for immediate purchase/shipment. I sent back a screen-shot of the part in my 'basket', informing them proving that they DID indeed have the part in-stock, and asked if they could simply send it now that they know they have it.I have sent multiple follow-up mails over almost 2 weeks now, but Dewalt now completely refuses to respond... they have simply ghosted me over a $15 dollar part, that is a known failure point on this saw.

  Customer Answer

  Date: 10/07/2024

  An hour on the phone today. Got a completely different story today. ****** says that they cannot send 'electronics parts directly...but I 100% can get it sent from their repair facility (in **************). He gave me a reference number and phone.

  I call the repair facility...he says the guy from dewalt Corp. is lying and they cannot send any parts from the repair depot.

  I would have to bring or ship the saw (60 lbs) 1000 miles that is the only option.
  

  Business Response

  Date: 10/14/2024

  We emailed the customer on 10/8/24 regarding their warranty complaint and have yet to hear back from them.  We will provide an update when we hear from the customer.

  Thank you for your cooperation.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22391442
  
  I am rejecting this response because it is another blatent lie from Dewalt. Attached is the 'e-mail'. You can clearly see that it is a simple, automated notification. No resolution, question, or action.

   

  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 10/14/2024

  I have talked to several additional customer care folks at ********************** on the phone since the original complaint, with ever-changing promises and stories (lies).

  On October 7, their story changed to say that 'ekectronic' parts could not be sent directly from Dewalt (contradicting the earlier lie that the part did not exist). I was guaranteed that if i called the repair facility in **************, they would abolutely srnd me the part. I was guaranteed that they do this all the time...and the repair depot people would see the claim..and send me thecpart ASAP.

  I called the repair depot the same day (Oct 7), and the employee there said I was simply lied to by Dewalt ************** I was told that they do NOT send out parts...period.

  Moreover, he stated multiple times that customer care at ********************** had NO IDEA what they were saying...and repeatedly lied to customers in this regard. He outright blamed horrible training and lack of knowledge by Dewalt CC folks over and over.
  

   

   

  Dewalt has removed live text chat, and won't respond to e-mail...seems like a purposeful action to prevent written record of the lies told by customer care.

  Business Response

  Date: 10/18/2024

  We contacted the customer and are sending him a new ***************************** saw in exchange for his old one.  The saw has been ordered and will be delivered shortly.

  Thank you for your cooperation.

• Initial Complaint

  Date:10/07/2024

  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 trimmer through ********************* stopped working within about three months with minimal use.I contacted the company re: the warranty. First I was sent to a company in ******, **, an hour from my house. I was told this was the only service center in the region. Then, when I contacted them to drop it off, they told me they don't honor Dewalt warranties.I went through the online service. After waiting about a month for a response, I was told to provide a large amount of information, including a DATE CODE. This is a code supposedly stamped on the tool. I went over the tool with a magnifying glass, it is not there. There was zero assistance in locating this code.The DATE CODEis clearly just a way of avoiding honoring their warranty.Finally, I was told to mail the tool in, which I did. Another month went by and still I heard nothing. Dewalt and its parent Black and Decker are not honoring the warranty. At this point, honoring the warranty is useless as I have been without the tool during the entire season for which I needed it.

  Business Response

  Date: 10/14/2024

  We contacted the customer and advised we are sending him a new DeWalt DCST972X1 string trimmer as a cusotmer service gesture to conclude this matter.  The order has been placed and will arrive shortly.

  Thank you for your cooperation.

  Customer Answer

  Date: 10/24/2024

  I got a message from the company saying they were sending me a new product. BUT I HAVE RECEIVED NOTHING FROM THEM

  Business Response

  Date: 11/04/2024

  Our apology for the delay.  There was no inventory on the string trimmer, but it was recently replenished.  A new string trimmer is being sent to the customer via *** tracking number *************.

  Thank you for your cooperation.

  Business Response

  Date: 11/04/2024

  Please note the correct *** tracking number is 1Z974723A872774785 (scheduled for delivery on Wednesday).

• Initial Complaint

  Date:10/01/2024

  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.

  Dewalt tools have a tracking chip that you can purchase and also comes stock with some tools. This tracker costs us either way. So I triedto use the app and make a account to no avail. I tried to email Dewalt 3 times over this and yet they will not answer me. My issue is they are selling trackers but the ONLY app to track them does not work So they sell a product with zero support that needs support I find it odd that Stanley Black & Decker is not able to pay people to operate this app Since the trackers are being sold then that means the app should be working. Why sell something we are not able to use They are refusing to respond back. Thank you for your time and have a great day

  Business Response

  Date: 10/08/2024

  We contacted the customer and addressed the issue with them.

  Thank you for your cooperation.

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/30/2024

  Type:Order 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 2 cordless tolls on ****** in December 2022. They both broke within the last month.The tools are:1. BLACK+DECKER 20V MAX Orbital Sander, Cordless, Battery and Charger Included (BDCRO20C). The sander is not orbital anymore. It just spins like a disc sander and burns the wood. 2. BLACK+DECKER 20V MAX* POWERCONNECT Cordless Jig Saw (Tool Only) (BDCJS20B). The blade roller guide came off and I have found no place that has a spare part.Given that I am well withing the 2 year warranty, I wanted a solution. I emailed the company. ********* responded and asked me to send pictures of the sander, and sent me a link to buy the jigsaw part myself! I responded by providing the required pictures said that I am not buying parts while the tool is under warranty, nor performing repairs myself. They never responded after this email.

  Business Response

  Date: 10/07/2024

  We contacted the customer and ordered new replacement products.  See the below *** tracking information:
  
  1Z09848W0339373629 - BDCRO20C
  1Z09848W0339373754 - BDCJS20B

  Thank you for your cooperation.  

  Customer Answer

  Date: 10/12/2024

  Black and Decker reached out and successfully resolved my complaint. Thank you

• Initial Complaint

  Date:09/27/2024

  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.

  Want to get a replacement. Hand va doesnot work.