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.

  701 E. Joppa Rd, TW425 Baltimore, MD 21286

• 

  Black & Decker (U.S.) Inc.

  Wethersfield, CT 06109-3053

• 

  Black & Decker (U.S.) Inc.

  700 W. Mississippi Denver, CO 80223

• 

  Black & Decker (U.S.) Inc.

  P. O. Box 174335 Denver, CO 80217

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:08/21/2024

  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.

  Dewalt has a recall on their push mowers that is a major safety issue. The only resolution they have offered me is to drive 122 miles one way, or wait for another answer. I have been given multiple departments, phone numbers, even some of the same people. I cannot talk to anyone above the first line people, and cannot use this device.

  Business Response

  Date: 08/28/2024

  The customer is receiving a refund for the purchase price of the DeWalt product.  The refund check has been requested.  Please allow 8-12 weeks for the check to be processed.

  Thank you for your cooperation.

  Customer Answer

  Date: 08/28/2024

  DeWalt reached out separately from this I guess to me, they had me cut a wire on the machine and are sending out a new one asap. At this point if they do what they said they will I'm happy. 

• Initial Complaint

  Date:08/20/2024

  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.

  3/19/2024 Purchase Date Re: Recalled Self Propelled Lawn Mower.This is the second time in the last year Dewalt has led me down the wrong road. I purchased one of the defective and recalled lawn mowers and contacted dewalt. They told me I can get it fixed at:"Get Mowed" located at ***********************************. I contacted them and they informed me the DO NOT repair battery operated dewalt mowers. This same thing took place earlier in the year with another Dewalt mower that was under warranty. So basically two Dewalt lawnmowers that could not be repaired locally as promised. My issue last time was boxing and packaging (over $100) in order to ship to *******, **, sadly I did not have the funds then, and now with this new mower and problems, the same issues. Only this time they are insisting that the place above repairs them, they do not. Dewalt Please Contact Get Mowed ***********************************, remove them from your list. Last march I had to buy this one because I had no way of returning the other that was under warranty, sadly this is happening again.

  Business Response

  Date: 08/27/2024

  The customer will receive a refund for the purchase price of this product.  The refund has been requested.  Please allow 8-12 weeks for the refund to be processed.

  Thank you for your cooperation.

  Customer Answer

  Date: 08/28/2024

   
  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:08/19/2024

  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 Black + Decker portable air conditioner unit model number: BPACT08WT, on April 10, 2024 thru ******. The unit stopped working August 1, 2024. I went to the help site online and followed all of the troubleshooting tips and suggestions, multiple times, to no avail. The unit will not power on at all. I tried to call the support line and was basically looped around to a line with a busy signal. I once spoke to someone who transferred me to the same line, after I said I get nothing but a busy signal. I emailed the listed Black + Decker email: ******************************** address and was told I needed to email via: *************************************** because the product was covered under a different division. I have sent multiple emails to that address and was told the first time that it is their peak season and wait times are longer than normal. I explained, more than once, that I am disabled and the heat is not good for me. I asked even for repair and there are no service centers on their website near me. ****** cannot help me because it is beyond their one month policy.

  Business Response

  Date: 08/26/2024

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

  This customer is due for a replacement but has not returned her old unit.  Will call her again to remind her.

  Thank you for your cooperation.

  Customer Answer

  Date: 08/26/2024

   
  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:08/16/2024

  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.

  It took me forever to finally get a response from your team and all they did was pass the ******** have pushed this issue around to ************** W Appliance which I have contacted several times now and it is still not resolved. My emails to them go ignored. I have not been able to use the washer I spent a lot of my hard earned money on, for MONTHS. I was only able to use this for about 2 weeks when I got it, before the hose got holes in it and I could no longer use it, or my apartment floor floods from the water leaking from the holes. I find it absolutely untrue that no one could have sent me a replacement hose by now. Why did I pay so much for a product, only to be able to use it for 2 weeks? Now it just sits, unable to use, for months. MONTHS. For something I spent a lot of money on. I want someone to send me a replacement hose and at this point I dont care WHO sends it. Someone needs to take responsibility for this faulty part and replace it. The customer ********************** is awful. I cant believe I have been ignored, passed around, and ignored some more for MONTHS now. Unacceptable.

  Customer Answer

  Date: 08/21/2024

  Receipt for purchase attached

  Business Response

  Date: 08/28/2024

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

  Thank you for your cooperation.

  Customer Answer

  Date: 09/04/2024

  This has not been resolved yet. I still have not received this replacement part 

  Business Response

  Date: 09/09/2024

  See the below update from Equity ************************* Second Day 1ZC6F4410233970132

  Thank you for your cooperation.

  Customer Answer

  Date: 09/09/2024

   
  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:08/14/2024

  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 requested a refund for my dewalt lawnmower that was malfunctioning on Feb 6 2024 and I was told it would take 4-6 weeks. It had been six months since then and I have still not received a refund. I spoke with ***** the first time ant the dewalt service center in ********, **, and she had me cut the power supply cord on my lawn mower and send her pictures of it in order to process the return. Three months later I called her back and told her I still havent received it. She said she would look into it and I never heard back from her. I told her I had moved since I submitted the refund request and gave her my new address. ( I sold my previous house to a friend of mine, and they have never received any mail addressed to me since I moved and I filled out a change of address form so I suspect they never processed this refund) I emailed her a couple weeks later and she never responded. I called the customer ********************** number again and talked to someone else and they said took down my information and said they would look into it. I called back again a week later and was told the same thing. I called back a couple weeks later and was told the same thing again. No one ever reached out to me so I called the number for Stanley Black and Decker Consumer Services that is printed on my receipt from the warranty exchange fund. I talked to a representative there and she said there was no record of my refund ever being processed. She emailed me back and said to contact the GA facility again. I called the GA facility once again and they put me on hold for about 30 minutes then I talked to someone else who took my info down and said they would call me. Never heard back from them.

  Business Response

  Date: 08/26/2024

  The refund check was re-issued.  The customer confirmed he received the refund check.

  Thank you for your cooperation.

• Initial Complaint

  Date:08/13/2024

  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 called Black and Decker late June 2024, was told my dehumidifier would be replaced under warranty. I received *** Ex return receipt and returned the defective unit on July 8th. Their email stated it takes 2-3 weeks to process, it has been over 4 weeks. All my calls to get update on status are not answered.. I have called over a dozen times, and each time I am put on hold, then a recorded message states that no one can take my call, please leave message and that they will call back.. NO ONE calls back, my emails have gone unanswered also. This is horrible service. My hope is the BBB can reach and motivate the customer ********************** department to send my replacement dehumidifier ASAP. Thank you.

  Business Response

  Date: 08/26/2024

  Black & Decker dehumidifiers are licensed products manufactured and sold by *************.  This notice has been forwarded to ************* who acknowledged receipt they are handling this matter and provided the below update.

  New unit sent to customer via *** tracking# ******************.

  Thank you for your cooperation.

  Business Response

  Date: 08/30/2024

  See below response from ****** Brands:

  Her unit is loaded on a *** Trailer to ship tonight. 1ZC6F4410338393200 - *** delivering on 9/3/24.

  Thank you for your cooperation.

  Customer Answer

  Date: 09/03/2024

   
  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 received the replacement dehumidifier today.  9-3-24
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/09/2024

  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 model DCPH8820M1 Cordless 20V cordless pole hedge trimmer on July 3, 2024. I purchased it from a local lawn equipment store. The item was new in the original box. The item never worked from the first time I attempted to use it. I contacted the retailer and they referred me to the DeWalt Warranty repair service. DeWalt refused to honor the warranty because the store is not a registered DeWalt retailer.

  Customer Answer

  Date: 08/13/2024

  I added a copy of the receipt and the response from DeWalt after I requested a warrant replacement or repair.  Thank you.

  Customer Answer

  Date: 08/20/2024

  DeWalt replaced the faulty equipment and it now works fine.  Thank you BBB.  I am very satisfied with the outcome.  Please consider my complaint resolved.

  Business Response

  Date: 08/26/2024

  The customer purchased this product from ****** Discount Lawn Equipment which is not an authorized distributor of our products.  We contacted the customer who accepted a new ******** products as a one-time courtesy to conclude this matter.  The product has been ordered and sent to the customer.

  Thank you for your cooperation.

• Initial Complaint

  Date:08/08/2024

  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 purchased a Black+Decker 4500sq ft dehumidifer from ****** and the unit only worked one time and stopped working. I contacted Black+Decker and they said it would be covered under there warranty. They asked me to take a picture of the serial label on the back of the unit showing the model number and to email it with proof of purchase and once they received the information they would send a ***** return label which would take about 2-3 days. The label never came and the two times that I was able to talk to someone they said they would send it right out but once again nothing. The person I spoke too said they were have problem with the new phone system and another person said the company that was handling the warranty claims was being replaced. I am very upset with Black+Decker and hopefully you can help resolve this problem. My Ticket ID# is ******* had to purchase another unit from ****** because my basement was getting mold.

  Business Response

  Date: 08/15/2024

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

  Thank you for your cooperation.

• Initial Complaint

  Date:08/08/2024

  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.

  I purchased a Black and Decker Portable Air Conditioner from ****** on 8/8/2023. Last week the unit stopped blowing cold air. I called the Customer Satisfaction ********************** at ************ and was told this number was only for small appliances. I was told to call ***********. I called this number but no one answered. There was an online complaint form so I filled this out. On 7/29/2024 I received an email response from a ******** *** telling me that I need to contact W Appliance. I was given a number ************ and a website ********************. The website doesn't work and no one answers the phone. On 8/1/2024, I replied to ******** telling her that I was unable to contact anyone via the methods she gave me. She replied telling me that W Appliance was experiencing technical difficulties with their telephone system, and that she would request that they contact me. I still have not heard from anyone. My one year warranty expires on 8/8/2024. The air conditioning unit is not blowing cold air and I can not get any satisfaction from this company.

  Business Response

  Date: 08/15/2024

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

  Thank you for your cooperation.

  Customer Answer

  Date: 08/20/2024

  I wish this file to remain open as I have not heard from the company. 

  Customer Answer

  Date: 09/08/2024

  The company told me that they shipped a new unit. It has not arrived. I would like to keep the case open until I receive the unit and make sure it is working. Thank you.

• Initial Complaint

  Date:08/08/2024

  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.

  The request for replacement part was requested back in early spring but wrong parts were sent. I requested new part in July 2024 and even offer to pay for the part if they can refer to any vendor that has that part available. I was promised that the right part will be sent (pictures were submitted to make sure the correct part) and after several follow up emails, they responded that a new unit will be sent instead due to no part available. I only have the unit for less a year and the parts are already obsolete. They also promised that I will get the new unit within 10 business days and now it has been more that 15 business days. Email sent for status update but no response at all.I have raised concern that Texas weather has serious impact on my health especially in the summer with over 100+ degree. Attached email is the email chain with the support people.

  Business Response

  Date: 08/15/2024

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

  Thank you for your cooperation.