Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Black & Decker (U.S.) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

246 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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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:08/06/2024
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.
Purchased Black & Decker ***** btu air conditioner unit from Amazon May-5 2024 Unit stopped working (compressor will not turn on) and first call to Black Decker-7-2-24 (exchanged Emails on pictures and docs needed for replacement) issued Claim ticket *****. told send return label in 2-3 days.. nothing. Called few times week later ************, hold times and just hung up. Other time, said systems were down, another time yes we see your issue and you will receive return email in 10 mins. since that call I can't get thru to anyone via email or phone.
Customer Answer
Date: 08/06/2024
Thank you.. they once again sent me email to fix the issue. I ask I just want the *** return label to mail back the broken unit and no response.
Thanks
Business Response
Date: 08/14/2024
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: 08/16/2024

Complaint: 22085024

I am rejecting this response because this does not resolve my issue nor investment of the unit. They have a warranty on the product and they are not honoring it nor offering any compensation for a product failure due to normal use and its failure. The unit only lasted a month and half before failing. This is unacceptable and I demand a full refund at this time and I am very disappointed in Black in Decker.
I have left a review on ****** describing the lack of response and cooperation on this matter.. I am being mislead, getting the reach around and dishonest answers.
This is totally unacceptable!

Sincerely,

***** **********
Business Response
Date: 08/26/2024
See the below update from Equity Brands:
New unit shipped to customer under UPS Tracking ******************.
Thank you for your cooperation.
Initial Complaint
Date:07/30/2024
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.
Order an air conditioner on 7/11/23 and the until stopped working and was within warranty when I contacted the company. The company has not been able to follow through with their claims. I had to call multiple times to get a return label, check on status (never heard from the company), and call to try to get the replacement delivered. Have tried calling multiple times but now the line disconnects after being on hold for 10 minutes. I still have not heard when the new replacement model will be shipped out. If this is not the case I demand a refund and damages for how much time and effort I have wasted trying to hold this company accountable. My billable hours are $74.07/hour and I have devoted nearly 5 hours alone with call times/waiting on hold.
Customer Answer
Date: 07/30/2024
HI BBB,
Attached is my proof of purchase. The product has a 1 year warranty and I contacted the manufacturer of the defective product within the designated warranty window. Sadly I still have not heard of an update from the company of gotten a resolution.
Thanks,
****
Business Response
Date: 08/06/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This notice has been forwarded to Equity Brands who acknowledged receipt and provided the below update:
New replacement sent *** ******************
Unit delivering 8/2
Thank you for your cooperation.
Initial Complaint
Date:07/26/2024
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 June 17 I filed a warranty claim for a portable air conditioner (BPACT14WT) that failed. I had promptly shipped the unit back and I know it was delivered because I tracked it. I got no confirmation from them so I called and receipt was confirmed

It is now over a month and I have not heard from them, much less received my replacement unit. I have tried calling but can no longer reach anybody. They have misleading msgs when calling them. They tell you to go to ******************* and click on a chat button . .that is not true. There is no such button. They tell you to "leave them a text msg at this number you called", but they do not leave you a number. So you send it to the 800 number you just called, per their instructions, and of course you get a text msg back saying it is an invalid number

I have tried emailing them, but all you will get is a cookie cutter email from Kaylee Brown (I got the exact same email response from a couple or so emails I sent) asking for patience and that they will get back to you in 24 hours . . . you could wait weeks and nobody will respond

I have offered them my credit card so I could get an advanced replacement unit. I asked for a full refund so I can just purchase another one from ****** and get it in a couple or so days (***** ******). I even offered to pay for expedite shipping . . . .all fell into DEAF EARS!!

Needless to say, they have my unit, they are unreachable and unresponsive, summer is almost over, and I have absolutely no clue what they are doing about my warranty unit . . .if they are even doing anything about it

It is very hard for me to believe that a company of this size can have such an extremely poor process to care for their loyal customers
Business Response
Date: 08/06/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This complaint has been forwarded to Equity Brands who acknowledged receipt that they are handling this matter.
Thank you for your cooperation.
Initial Complaint
Date:07/24/2024
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.
Purchased an 8000 BTU portable AC unit from ****** on 8/1/2022 for $326.61. It has needed repair for the last month. Dates of contact are as follows:
- 6/12/2024: email to ************************ detailing the issue
- 6/18/2024: received no response, followed up
- 7/8/2024: called their customer service division at 1*********0, they transferred me to 1*********6. Was told they would email me asking for information. Received the email from **************************** and sent back the information in order to receive a shipping label. Was quoted 2-3 business days for this label.
- 7/16/2024: followed up as I had not received the label and it had been over a week
- 7/17/2024: called the 1*********6 number 5 times, went through the automated system each time, was never able to get through.
- 7/18/2024: received no response via email and followed up again
- 7/19/2024: called 1*********8 again, could not get through. Called 1*********0, was told that they would email my information to the supervisor of the AC department and they would get back to me. Also scheduled a call back time. Never got the call back or an email from the AC supervisor
- 7/23/2024: tried calling 1*********6 again, could not get through. Called 1*********0, they emailed my information to the supervisor again. Scheduled a call back time, never received a call

Ultimately it has been over 2 weeks since I was told I would receive a shipping label to send my unit back to receive a replacement. This is unacceptable customer service and I would like a full refund from my purchase. They told me the unit is still in warranty for the repair that I need, so I would like the full value back.
Business Response
Date: 07/31/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This notice has been forwarded to Equity Brands for handling who provided the below update:
Will obtain old unit that customer still has and issue a refund check.
Thank you for your cooperation.
Initial Complaint
Date:07/24/2024
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.
On Dec 16, 2023 I bought a portable AC model ********* from ******. Because it was winter I didn't use it immediately so I didn’t know if it worked. Summer arrived and after using this AC only for a couple of times it broke, no cold air would come out of it. Because the time limit had passed, I couldn’t returned it to ******, I had to deal with Black &decker directly. Here is where the nightmare starts.
I contacted them and very efficiently they told me not to worry, that they would send me a new one, I just had to send them the broken one back. They sent me a return label and I did as they told me, the broken ac was returned on May 18 2024. To this day, I have email them, called them, texted them even DM them on Instagram, to check the status of the order, No response, they even blocked my email so I can no longer communicate with the people in charge of my case.I found im not the only one dealing with this type of situation, there are more people like me, they returned their broken product and Black and Decker just keeps it. I thought better form this brand, I have used their products all my life. But this is just very suspicious.
Business Response
Date: 07/31/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This notice has been forwarded to Equity Brands who acknowledged receipt and provided the below update:
Customer has been advised unit is in transit and will deliver via *** tracking# *******************
Thank you for your cooperation.
Customer Answer
Date: 08/07/2024

Dear *******,

Thank you for your assistance with the dispute. I appreciate the efforts made by BBB to facilitate resolution.

The dispute has indeed been resolved. The business provided a satisfactory response, and we have reached an agreement that addresses the issues at hand.

I appreciate the value BBB's Dispute Resolution opportunity has brought to this situation. If any further documentation or updates are needed, please do not hesitate to let me know.

Thank you once again for your support.

Sincerely,
****** ******
Initial Complaint
Date:07/23/2024
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 ordered an ** Unit BP**T14WT on April 27th, 2023. The unit immediately didnt work so had to get a replacement unit that arrived on May 7th, 2023. It worked for 2 months and when I tried to use it again next summer the ** wouldnt get cold. I sent in my ** to be replaced which I was told would take around 10 days or 2-3 weeks to get back to me from when they received it. They told me they received it on June 5th, 2024 and almost 2 months later I havent heard a word back on my unit. They told me I would have a new unit by now 10 days ago but they havent even provided a tracking number. Customer ********************** doesnt answer the phone and they keep lying about when it will get here. They say things like we have a new customer ********************** team that is better but that was a lie. I paid $500 dollars for an ** unit to work for 2 months and now they arent even giving me the product back at all. I bought it on ****** and they still have it as one of their suggested buys. I will never buy another Black & Decker product as long as I live.
Customer Answer
Date: 07/23/2024
I can provide email responses as well of them acknowledging they need to send a replacement.
Business Response
Date: 07/31/2024
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: 08/02/2024

Complaint: 22025151

I am rejecting this response because:

Its been 3 months with no update at all. Black and Decker is the company with the warranty they need to fix this or get a new company to handle it. Ive never seen a more terrible customer ********************************************* in my life. Will never buy another product from them again

Sincerely,

**** *******
Business Response
Date: 08/12/2024
Please see the below update from Equity Brands:
Unit was sent and delivered on 8/3. UPS 1ZA4D3570309674619
Thank you for your cooperation.
Initial Complaint
Date:07/22/2024
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.
Sent AC unit for repair in March. Said it would be fixed or replaced in 2 weeks. Have yet to hear from anyone. Have sent multiple emails and made unsuccessful phone calls and nothing. Also have an extended warranty which more than 6 months have been worthless due to not having it.

Unit stopped working when plugged in would shut of immediately.

Want a replacement unit and an extension in writing of my extended warranty
Business Response
Date: 07/29/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This noticed has been forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.
Thank you for your cooperation.
Customer Answer
Date: 08/04/2024
Found some other phone numbers to call and the voicemail said to send the info in a text to that number so I did.
have yet to hear from anyone.

guessing I am to open a complaint on equity brand then?
Business Response
Date: 08/07/2024
Customers *** tracking ******************
Ms. ******** has been contacted.
Initial Complaint
Date:07/22/2024
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.
Purchased an air conditioner May 17 from ******. Heat wave starts in June and worked well for appx 8 days, and then nothing! Per Amazon, by the time it stopped working, unit could not be returned and to contact B&D. July 5 spoke with "****" with B&D and after explaining situation, opened ticket number ***** and advised to reply to his email (received 11:25am) with proof of purchase and photo of serial label. Email replied to **** ************** QA) ***************************** with documents requested. 11:36am. They in turn were to send a ***** return label between 2-3 business days. Email never received. Another email sent July 10 requesting assistance and if non available, refund of purchase price. Heard nothing! July 17 tried calling again, and all options were hold music for several minutes and then disconnect. Same thing July 19. Sent a text message as one last option (supplied by in B&D menu) and nothing. By the time they would respond, the a/c could be put away for the winter! I need answers. Phone contact is ************. Thank you. ***** ****, buyer of the B&D faulty air conditioner
Business Response
Date: 07/29/2024
Black & Decker air conditioners are licensed products manufactured and sold by *************. This notice was forwarded to ************* for handling who acknowledged receipt and provided the following update:
Im going to call the customer because it doesnt seem like we received his old unit.
We will provide additional updates as available. Thank you for your cooperation.
Customer Answer
Date: 08/01/2024

Complaint: 22016747

I am rejecting this response because: I have not received a phone call from anyone on this complaint, much less a shipping label to return the unit, as originally
promised. My disappointment is not only in the unit, but the lack of someone responding to the communications I have sent. As the heat wave in July and now starting
in August, I had no choice but to purchase a working unit for comfort. Still look forward to someone calling me a "speak" to me about the situation. Repeat the phone
contact, that is ************

Sincerely,

***** ****
Business Response
Date: 08/07/2024
************* advised they contacted the customer who will receive a full refund when the old unit is returned.
Customer Answer
Date: 08/07/2024
I am confused. I have not had any contact with ************** or anyone and don't know where to return the unit to, and, today Aug 7, 2024 there was a
unit delivered to my home address. I would have preferred a refund and will be glad to return the unit, but I don't know where to return it
to. I would like to know who ************* spoke to. Did they speak to someone at ******? Provide me with a return label so I can return
the unit for a refund and I will ship it on it's way. I will be certain in the future not to purchase Black and Decker products or ************** whoever
that may be. Thank you for your time.
Business Response
Date: 08/13/2024
See the below update from Equity Brands:
He was sent a return label on July 16th.
He has also been left 2 voicemails and an email.
No response. Someone will try calling again today.
Initial Complaint
Date:07/19/2024
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 contacted Black & Decker yet there was no phone number to speak to a live representative so I followed instructions and completed a contact form online as my mini fridge stopped working.on 5/12/2024. I have yet to receive a response from the business to file a warranty claim.
Customer Answer
Date: 07/29/2024
I purchased the fridge over a year ago and cannot locate the receipt however I have the serial number and the pamphlet that came with it.
Business Response
Date: 08/06/2024
Black & Decker mini refrigerators are licensed products manufactured and sold by *************. This complaint has been forwarded to ************* for handling who acknowledged receipt.
Thank you for your cooperation.
Customer Answer
Date: 08/06/2024

Complaint: 22010208

I am rejecting this response because: I no longer have the receipt. I do have my warranty card/pamphlet that was attached to the fridge. I also already sent the serial number just as the company requested from me when I attempted to file the warranty claim.

Sincerely,

***** *******
Business Response
Date: 08/12/2024
Equity Brands provided the below update:
We left a message with the customer asking for basic information and a call back. We are waiting to hear back from the customer. Please contact us at ************ and ask for *****.
Thank you for your cooperation.
Customer Answer
Date: 08/17/2024

Complaint: 22010208

I am rejecting this response because: Per request, I texted ***** on 8/6 and have yet to receive a response from her or anyone.

Sincerely,

***** *******
Initial Complaint
Date:07/15/2024
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 vacuum from ************ in ******* on June 22nd and in the online product description said it came with a crevice tool. Upon opening it at home I found no crevice tool. The manual in the box said before you return your product call this number. So I called the number and a representative looked up the *** website and noted it did incorrectly say it came with a crevice tool. They said they would mail me a crevice tool as an apology for driving an hour to buy a vacuum and to ensure I wouldn't return it. I gave my address and email and was told Id receive a follow up email soon. Today July 12th I had received no communication so I called the number again and spoke to a new agent who said I would not be getting a crevice tool and now I am unable to return the vacuum. I want the crevice tool that was promised to me because lying to get me not to return it is so dishonest its not even funny and then to never follow up to tell me the company changed its mind is downright evil. Also to this day the website still lists that it comes with a crevice tool. This is a retailer of black and decker products and someone at black and decker should care that there is false advertising happening under their brand name.
Customer Answer
Date: 07/17/2024
This is the posted transaction from the account that made the purchase. The purchase included the vacuum in question, ratchet straps, and a tarp.
vacuum Model number: HNVC115J
I naively discarded the physical receipt after the agent assured me I would not need to return the item because a crevice tool was being mailed to me.
Business Response
Date: 07/23/2024
We contacted the customer and are sending her a new complimentary dustbuster to conclude this matter.
Thank you for your cooperation.
Customer Answer
Date: 07/23/2024

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,

******* *****

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