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:09/23/2024

  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 purchased a pair of DeWalt boots at coastal farm and ranch for $83.99 minus tax which had a manufacturer defect. I contacted DeWalt footware customer ********************** many times and have not received an email back in the last few months since contacting them. They have never reached out to me

  Business Response

  Date: 09/25/2024

  ****** ***** as been contacted and a solution has been reached.  She was missing a pair of insoles in her shoes and we have shipped a pair to solve the issue.

  Customer Answer

  Date: 09/28/2024

  Issue has been solved

• Initial Complaint

  Date:09/18/2024

  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.

  To whom it may concern,I am reaching out in regards to a Dewalt pressure washer that was originally purchased through ********** with warranty. The unit was used once and we immediately had issues. The machine was purchased on November 16, 2022 the warranty certification was 3 year limited engine warranty, 10 year limited frame warranty, 5 year limited pump warranty. I called Dewalt *********************** explaining the problem I had with the machine. Dewalt directed me to AAA Superior Quality who is the manufacturer for the Industrial triplex pumps because the problem with the machine was the pump. *** Superior Quality have authorized service centers that service their products. I was directed to ***** Power Equipment in the city of ****** who is the authorized dealer for *** Superior Quality. ********************************** denied warranty stating that "all moving parts and parts that come in contact with moving parts are wear items and are not covered under limited warranty."The pressure washer machine, and all parts in the machine are moving parts. Regardless, if and when the machine is turned on or not. Meaning, when the machine power is not on the machine itself is a moving part due to the wheels moving to different locations.The insurance coverage contradicts the coverage. Furthermore, Dewalt and AAA Superior Quality are both in violation for false advertising, and deceptive and illegal business activity on behalf of the general public /consumers. I would like your intervention to assist me with getting my pressure washer fixed, refund me the purchase price, and or have the Dewalt and AAA Superior Quality accountable & uphold their promise on their warranty coverage.

  Business Response

  Date: 09/27/2024

  The DeWalt DXPW61156 pressure washer is a licensed product manufactured and sold by the **********  This complaint was forwarded to the ********* who acknowledged receipt and that they are handling this matter.  The ********* provided the below update:

  Hello Mrs. ***** ***,
  
  We have received your BBB Complaint concerning the issue you had with your Dewalt Pressure washer Model DXPW61156, Serial number *********** purchased on ********. We are sorry to hear that you had an issue with your pressure washer.
  
  We have contacted ***** Lawn Mower, the authorized service center who diagnosed the issue, for an explanation of why the warranty on your machine was denied. 
  
  They confirmed the machine was brought in with a concern of a low pressure issue.They did their due diligence and inspected the unit to verify if the issue was a manufacturing defect in material or in workmanship which are the qualifiers for warranty.   They found that the unloader valve and water seals were worn.  This can happen over time with use and can be accelerated by the unit being placed into bypass to often or for too long a period of time.  Such as by spraying water and not spraying water on and off in short bursts over and over, or allowing the unit to sit in bypass to long not spraying water at all for too long while the engine is running but not spraying water.  Per the warranty that came in the owners manual items like valves and seals are considered wear items and are not covered under warranty. 
  
  I have attached a copy of the warranty to this response for your reference, as I mentioned this is also in your owners manual.  
  
  Please know, Dewalt is a brand known for taking ownership of any potential defects with our equipment, and even issues that candidly are not defects we care deeply for our customers and their experience with our products.  
  
  With that in mind, we would like to offer you as a onetime courtesy a replacement pump at no charge to resolve this issue.  We will coordinate this with the service center on your behalf.  We ask that you please be sure to be careful in the amount of time the unit is spraying and not spraying, running in bypass and if not being used to spray water for more than a few minutes we suggest turning the unit off.
  
  Please let me know if this is acceptable as a resolution to solve this issue with your pressure washer.

  We contacted your house today and we understand ********** has provided you with a refund.  We will consider this matter closed.
  
  Sincerely
  *** ******
  National Service ********************* *******, Delco
  ******************
  *************************
  PH - ************

• Initial Complaint

  Date:09/18/2024

  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 bought an DeWalt Eletric lawnmower in February 2024. On August 22, 2024 I received Re-Call notice and I contacted DeWalt to get information on getting the mower repaired and after making several calls no one in ************ can repair the mower. On 8/23/24 I was told to start the replacement process I had to cut power line on mower and send DeWalt picture of cut line and it should take 15 days to receive replacement mower. On September ******* I called again only to told it would be an additional 45 days to possibly receive new mower. I asked for getting re-imbursed for the price of having to pay to a person to cut my yard, I asked for a cheaper lawnmower, I asked for my money back and was told no . phone number ************ case#******** order#**********

• Initial Complaint

  Date:09/16/2024

  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.

  Purchased a black and decker portable ac unit. Model,BPACT 14 WT on 6-10-24 it stopped cooling after only mabey 2 weeks. Called this real helpful warrantee # listed in the owners manual,only to get a recording that nobody is able to help me and leave your info and we will be sure to contact you. What a complete farce, today is 9-15 24 ,its been hotter than h*** and not a single thing on b&ds behalf has been done to help me in any way other than scamming us out of almost 500 bucks. How any company could want to be assoiated is any way with this type of garbage ,i will never know. The utter irratation and wasted time on my end needs to be compensated 4. I have done everything required for them to help me and they would rather play stupid games and lie straight up. Im over it and demand my $ back. This wak a** warrantee place needs to be taken out of service if they are doing nothing but ******* people off. Meanwhile i get to sit here and enjoy the heat and stair at a brand new pos i wanna fix with a hammer and if i could choke them over the fone ..i would really love that. Xtream not happy customer ******** thumbs down and equiry brands warrantee/customer care ..you not only **** u get the gold in sucking

  Customer Answer

  Date: 09/16/2024

  I got no idea what im supposed to be typing ,i just sent you the amazon delivery confirmation  also you have my last name spelled completly wrong,  ********** not eisenbauer

  Business Response

  Date: 09/24/2024

  Black & Decker air conditioner are licensed products manufactured and sold by *************.  We forwarded this complaint to ************* who acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

  Customer Answer

  Date: 09/24/2024

   
  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,
  
  R **********

• Initial Complaint

  Date:09/16/2024

  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 purchased a DeWalt battery powered lawn mover about 2 years ago. This year one of the batteries failed. I contacted Dewalt customer ********************** on 8/**/** and they said the battery was covered under warranty and they would ship me a new battery in 2weeks. As of 9/12/24 I heard nothing from DeWalt and received no shipment. I contacted Dewalt again and was told the order was processed but the new distribution center was experiencing delays in shipping. I tried to get an *** on the battery and again was told the distribution center was experiencing delays. I requested to speak to someone in authority and was told I could contact the warehouse manager but I would be told the same thing. I contacted customer ********************** again the same day this time explaining that I have not had the use of my lawnmower for a month and would like to know when a battery is going to be shipped. I received this response:, Genelie ***** (DEWALT)Sep 14, 2024, 12:10 GMT-5 Hello ***, Thank you for contacting DEWALT I hope this message finds you well. We apologize for the delay with your replacement order. Our distribution center is currently experiencing some delays, which is affecting the processing and shipment of your order. We kindly ask for your patience during this time. If you have not received your replacement within the next two weeks, please reach out to us again, and we will be more than happy to assist you further. Thank you for your understanding and patience. If you have any other questions or need additional support, please don't hesitate to contact us. In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email.Thank you for contacting DEWALT This is the exact response I received in regards to a previous conversation with customer ********************** earlier in the day. I can see doing this again in two weeks when the battery doesnt show up.

  Business Response

  Date: 09/23/2024

  The customer's order for a new battery is being shipped under UPS tracking number 1Z5237X30328749363.

  Thank you for your cooperation.

  Customer Answer

  Date: 09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept this resolution, it should not have taken a better business complaint to have customer ********************** take action.
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/16/2024

  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 the portable ac on june 7, 2024 and as of two weeks ago it wont turn on. Ive tried calling their customer support multiple times to try and get help to maybe fix the issue and anytime I get a person they say they dont handle ac units and then transfer me to another number where no one answers nor return my calls back.

  Customer Answer

  Date: 10/15/2024

  Receipt 

  Business Response

  Date: 10/22/2024

  Black & Decker portable air conditioners are licensed products manufactured and sold by *************.  The notice has been forwarded to ************* who acknowledged receipt and that they are handling this matter.  ************* provided the below update:

  We are waiting to hear back from the customer who was called twice on September 13th.  We will reach out again and will keep you informed.

  Thank you for your cooperation.

• Initial Complaint

  Date:08/29/2024

  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.

  March 11, 2024 Paid $172.55 Case number ********. Customer ********************** said to return the item with a completed form. The return authorization they provided only prints the first 2 pages the email string and the return label. But not the required form.The form is supposed to be fillable but it is not. So no way to fill out a fillable form and no way to print that ******** would you like for me to fill out and return something that can neither be "filled out" or printed?Anxiously waiting for your reply.

  Business Response

  Date: 09/05/2024

  We contacted the customer and are resolving this by sending him a new DCF630B.  The order has been placed and he will receive it shortly.

  Thank you for your cooperation.

• Initial Complaint

  Date:08/28/2024

  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 bought a portable airconditioner (Black and Decker). It wasn't working and was within the 1 year warranty. I contacted Black and Decker and their help line gave me another number to use. They answered the first time i called and sent me a ***** label to ship the unit to them. They said it would take about 10 weeks to get back to me about. 3 months later i tried to contact them and i believe they put me on a blacklist (after the first call, before i even tried to contact them). Their website says i can contact via email, text, or call. I have done all 3 options with no response and when i call, if i select operator/representative they hang up on me without answering. At this point, i believe they stole my A/C unit. I will file a police report but it should be a small claims issue and is not worth pursueing outside of a classaction lawsuit or them finishing the repair/replacement/************ tracking number: ************ (May 20th).

  Business Response

  Date: 09/04/2024

  Black & Decker air conditiioners are licensed products manufactured and sold by *************.  This warranty complaint has been forwarded to ************* who acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  

  I hope the communication with equity brands goes better from you than from me.

  
  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:08/26/2024

  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.

  February 2024 I shipped my miter saw along with six batteries and the power cord to DeWalt. I've already spoken to *** with the help from BBB for them to look into the tracking number and see if there was any damages to my package upon arrival at DeWalt. *********** show no communication regarding damaged package. Ive already received my mitersaw and charger. My 6 batteries are in the hands of DeWalt. DeWalt admitted and it's on theyre notes that my package was open. This happened at the service center. Someone open my package after *** delivered. This is not the way a loyal black and yellow customer is to be treated I've been given the run around I've been lied too by DeWalt. I'm seeking an apology from DeWalt and replacement of my 6 batteries model no DCB609 quantity 2 and DCB 615 quantity 4 and also recompensation of new tools for the past 7 months of emails and over 24 hours of speaking with people who are illiterate and have no common sense. The customer ********************** employees are useless .It has been nothing short of a never ending nightmare. This is scandalous business that does nothing for a customer that sent a package as they requested for a warranty exchange. Also I have email stating they would send me a new Mitersaw as mine malfunction 2 months prior from warranty deadline of 3 years and they beat around **** ignored me after one of they're employees emailed me stating I receive a new saw. All of the employees who I have spoken to are never on the same page and I am fed surprises and no solution I do not want to speak to anyone else only someone who will find a solution I have provided pictures of batteries and a two year old receipt of purchase as they requested for what I don't know because I haven't received nothing they blamed *** and to try to cover up they're mistakes sweep under the rug. ****** ******* ************* Email: ****************** Email: ****************************** My information they can look it up by my phone number and email

  Business Response

  Date: 09/03/2024

  We contacted the  customer and are sending him new batteries for the ones that were missing.  Order placed on 8/26/24.

  Customer Answer

  Date: 09/05/2024

   
  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. I'm waiting for batteries to arrive I did request a tracking number I have not received yet and the reason is because they are shipping from another location. Mr ******* at DeWalt Corporate confirm he will send me a tracking number once he is notified from DeWalt branch in the East Coast product departs in transit to my shop. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/26/2024

  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.

  On 8/23/2024, my Dewalt hammer drill ***** gave out, and will not hammer anymore. I also have a 3/16 masonary bit that wont release from the drill. I expected better from DeWalt. I believe Im entitled to have my drill replaced by DeWalt, since it did not last as long as I thought it would. The model number is DCD805 TY1, with the ** being MEXICO ** DJKXNMR. There is also a date printed on the bottom of the drill of 2022 21 L1. I have purchased many tools from Dewalt, and I hope that you will honor my request as a faithful customer. Thank you for understanding.

  Customer Answer

  Date: 08/26/2024

  Attached is proof of purchase. 

  Business Response

  Date: 08/30/2024

  Customer has contacted us in the past for warranty complaints.  We contacted the customer and informed him we need to receive and inspect the DCD805B drill for warranty consideration.  We are waiting to receive the drill from the customer.

  Thank you for your cooperation.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22187327
  
  I am rejecting this response because:
  Although I have already shipped my drill from a *******, **** *** Shipping Station, I am still waiting on a replacement drill.

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

  Business Response

  Date: 09/13/2024

  The customer returned their old *******.  A new DCD805B was ordered and shipped to the customer via *** tracking# ****************** which has been delivered.

  Thank you for your cooperation.