Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Tools.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/15/2024
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.
On March 30, 2021 I purchased a Black and Decker lawn combo kit from ******. Order# ***-7647392-7351443. The string trimmer was defective as the handle would not lock in place. They replaced it and the replacement handle was defective with the same issue. On Sept. 7, 2021 they replaced it with LST136. This was a lesser quality/feature string trimmer than I paid for. This third string trimmer was also defective and a plastic piece broke off of the area that holds the battery compartment. This item was only lightly used residentially. It is covered by Black and Deckers 3 year waranty which states that the consumer has 3 years from date of delivery to file warranty claim. Black and Decker sent me an email on 9/7/2021 stating that they were mailing me this string trimmer. The string trimmer still falls within their 3 years warranty time frame. "3-************ Warranty BLACK+DECKER (********** warranties to the original end-user purchaser that **********************+********************** products stating they come with a three-year limited warranty will be free from defects in material or workmanship for a period of three (3) years following the date of purchase, or date of delivery of the product (whichever date is later), provided that the product is used in a home environment."
Business Response
Date: 07/22/2024
It was determined the customer's ****** string trimmer was out of warranty. Even so, an order for a new LST136 string trimmer was placed on 7/13/24 as a one-time courtesy.

Customer Answer
Date: 07/24/2024

Complaint: 21981247

I am rejecting this response because: I have never received a replacement string trimmer. Please provide tracking of replacement.

Sincerely,

****** *******
Business Response
Date: 07/30/2024
The order is delayed due to no available inventory for the LST136 string trimmer. Inventory was just replenished to fulfill the order which is being processed.
We apologize for the delay. Thank you for your cooperation.
Customer Answer
Date: 08/01/2024

Complaint: 21981247

Please provide tracking and a ship date for the replacement when you have it. Thank you.

Sincerely,

****** *******
Business Response
Date: 08/06/2024
Please see below requested order information:
This order shipped, and is currently estimated for delivery on 8/7.

Your shipment
1Z7996860368352921

Estimated delivery
Tomorrow, August 07 between 1:15 P.M. - 3:15 P.M.
Customer Answer
Date: 08/26/2024
The replacement string trimmer arrived and is defective. Please see the photos. There is a piece of plastic that extends out on the left side of where the battery goes. This piece was not trimmed properly and a battery cant be inserted. There is also a **** on the side of the battery compartment:
Business Response
Date: 08/30/2024
We contacted the customer and are sending her a new ****** string trimmer.
Thank you for your cooperation.
Initial Complaint
Date:07/11/2024
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 called Black And Decker number listed in manual to check if my air conditioner was under warranty still. They informed me it was and to send in the unit and they will send a replacement unit. I did this and they have not sent me a replacement unit it has been 2 months. They will not answer my phone calls at their listed customer service number it just goes to nothing everytime- ###-###-####. They hung up on me repeatedly two days ago before they changed their answering service the following day. They need to return my unit or send me a new one. They stole my air conditioner that I paid for.
Business Response
Date: 07/18/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This notice was forwarded to Equity Brands who acknowledged receipt and provided the below update:
New unit shipped via *** ******************
Thank you for your cooperation.
Customer Answer
Date: 07/20/2024

Complaint: ********

I am rejecting this response because:

They sent me back a much smaller unit not the one I purchased.
I purchased a 14,000 BTU unit to cool up to 700 sq ft as shown in my receipts and ****** purchases.
They sent me a 4,000 BTU unit! Much smaller and not even close to the equivalent of what my unit was. I would rather have my old unit back and get it repaired.
I will be calling them back to get my unit back or an equivalent not a smaller piece of junk.

Sincerely,

***** *****
Business Response
Date: 07/26/2024
Please see the below update from Equity Brands:
Customer received the incorrect model which
was smaller. We will send him the 14,000 BTU and have him keep the smaller unit
also for his inconvenience.
Thank you for your cooperation.
Customer Answer
Date: 07/27/2024

Complaint: ********

I am rejecting this response because:
still waiting, still no unit, still not responsive, I sent two email follow ups this week with no response asking for a tracking number or seeing if they actually sent a unit. Still waiting, still no response, still don’t have a unit.
bad bad experience will never ever ever buy through a third party wholesaler again! Ever!

Sincerely,

***** *****
Business Response
Date: 08/07/2024
Equity Brands advised customer will received a refund.
Customer Answer
Date: 08/12/2024
Worst worst worst customer service ever. Yes they did eventually refund my money well they said they are sending a check, I’m still waiting for it. Almost 4 months later. Not once did any supervisor call me or contact me or anything they only email even though I called many many many many times. I sat on hold for over and hr one day because the “supervisors” were in a meeting and couldn’t speak with me. I was ignored and hung up on multiple times through this process. Will never order through a wholesaler again this is why we don’t insure them because of their poor poor controls over losses and horrible company controls.
Initial Complaint
Date:07/11/2024
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 the DEWALT DWE7491 table saw with stand on 5/20/24 from Lowes. The saw was used for one single day job and I noticed the fence was dragging/catching on the table surface on one end. It also looked like the rack guide is not aligned correctly. There appears to be no adjustment for this issue. I originally reached out to customer ********************** on 6/**/** and provided required documentation of the issue. I have requested a replacement fence assembly or replacement saw. Customer ********************** advised I had one of two choices, either ship the table saw to an out of state service center or to go to an authorized tool repair center in an adjacent city. Shipping this saw would require significant expense in packaging as we no longer have the original boxes. We reached out to the tool repair center they recommend and was told there would be 4-6 weeks delay before they could evaluate and/or repair the saw. I paid a significant amount of money for this table saw and need to use it instead of waiting weeks or months to get it repaired. I simply asked for them to work with me and was told they would not.
Business Response
Date: 07/18/2024
We contacted the customer and agreed to send him a new ******** table saw in exchange for his old one.
New saw ordered and shipped via *** tracking #1Z09848W0336603340.
Thank you for your cooperation.
Customer Answer
Date: 07/23/2024
I am satisfied with the resolution provided by Dewalt. They sent a replacement unit as requested.
Initial Complaint
Date:07/08/2024
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 bought a Black & Decker portable air conditioner unit and within a few months of use, it stopped working. I contacted them in regards to the problem and they were very responsive until I sent the unit back to them and I haven't heard anything ever since. Two months have gone by and no response to my email or anything. My order ticket ID IS #*****
Business Response
Date: 07/15/2024
Black & Decker portable air conditioners are licensed products manufactured and sold by *************. This warranty complaint has been forwarded to ************* for handling who acknowledged receipt and provided the below update:
A new unit has been ordered and shipped under UPS Tracking 1ZC6F4410333897372.
Thank you for your cooperation.
Initial Complaint
Date:06/27/2024
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.
I purchased a B&D 2V cordless drill through ****** in the spring. When received the battery flashed red and was unable to be charged. The battery was dated 2021. It was returned and a new package was delivered and that battery had the same problem and date. Again on May 27 I placed a 3rd order. At this time I contacted B&D and spoke w cust serv. See ref#. I returned the old to Amazon and B&D sent me a new drill. Again the battery was dated 2021 and was not chargeable. They have old stock. Since the drill was fine, the battery was the only problem and needed to be replaced. They told me to call another office at ************. I was advised to ship the battery to them which I did. After a few days I called back and spoke with Arty. I was told they will ship a new battery in 10 days. He said the battery was dated 2021 and I should not be getting a new battery. I explained about their old stock. He was rude and I felt like a criminal that was trying to cheat them out of a battery. He didn't believe it was old stock and insisted I had since 2021. I contacted cust serv again at ************ and filed a complaint against ****. I heard nothing back and called 6/30. They had no record of my complaint. They said a mgr will call me ***** hrs. It has been 4 bus days and no call and about 3 wks and no replacement battery.
Customer Answer
Date: 06/29/2024
Hello - I have been contacted by Black & Decker and was sent a new battery. Everything is good and this complaint can be closed.
Thank you!!
Initial Complaint
Date:06/25/2024
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 portable air conditioner last summer. I hooked the unit up a back at the beginning of May and the unit no longer blew cold air. I followed all troubleshooting and air filter cleaning suggestions on the Black & Decker site and was not able to get it to work. Since this was still within a year of purchase I was advised they would schedule a pick up and once they received the faulty unit they would immediately send a replacement. They confirmed they receive the unit a month ago and I still have no replacement. I have called repeatedly for updates with no ETA given or ability to escalate the issue to leadership.
Business Response
Date: 07/02/2024
Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands. This complaint has been forwarded to Equity Brands who acknowledged receipt and that they will handle this matter.
Thank you for your cooperation.
Initial Complaint
Date:06/25/2024
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 this microwave Feb 1, 2024 on ******. A month into using it, I noticed the standard times to heat something up was not working. For example, to heat up leftovers that should usually take 45 seconds on a well functioning microwave would end up taking a total of 5 minutes. I don't know if this is a defect of the product or the brand but my electricity bill has gone up a lot as a result, not to mention wasting a lot of time. ****** support refuses to help and contacting the manufacturer is absolutely impossible. I've spent hours trying to talk to a live person but the automated messaging system always ends up hanging up on me. This has been incredibly frustrating. I'm seeking a refund because clearly this product does not work.
Business Response
Date: 06/26/2024
The manufacturer refuses to provide a reasonable response or solution on the basis that I "have used the product." I have attached the screenshot of their message. I find this incredibly incompetent and insufficient. How exactly was I supposed to know their product was ineffective and defective prior to purchasing? The item is less than six months old and, as mentioned previously, it's been impossible trying to get a hold of their customer ********************** line directly without BBB support. Please continue to facilitate until they agree to provide an appropriate resolution.
Customer Answer
Date: 07/03/2024
What is the resolution to this? The merchant is ignoring me and any attempt at communication from BBB.
Customer Answer
Date: 07/03/2024
What is the resolution to this? The merchant refuses to provide an adequate solution.
Business Response
Date: 07/03/2024
Black & Decker microwaves are licensed products manufactured and sold by Midea. This complaint has been forwarded to Midea for handling. We have asked Midea to contact the customer and provide the status of this matter.
Thank you for your cooperation.
Customer Answer
Date: 07/09/2024

Complaint: 21892498

I am rejecting this response because: Please see the supplemental information in the history of this complaint. Merchant did not provide a resolution or reasonable response for defective item.

Sincerely,

Puja ****
Business Response
Date: 07/15/2024
We have contacted ***** and asked them to provide an update. Thank you for your cooperation.
Business Response
Date: 07/22/2024
See the below response from Midea:
Our aftersales service has reached to the customer and verified the warranty. It turns out the unit is a used item sold by ********** Services****** The warranty on such items is delivered by ******, instead of the manufacture.
Thank you for your cooperation.
Customer Answer
Date: 07/22/2024

Complaint: 21892498

I am rejecting this response because: It is a copout to say that the distributor (in this case, ******) is responsible after a sale has been made. This is not an item made by ******, therefore the defects and issues I'm experiencing are also not within Amazon's bandwidth to address. Rather, Black&Decker would know the intricacies of their items as they are the manufacturer. The defects are of not fault of mine, as I've owned the products for less than 4 months before the issues came up. As previously mentioned and included in my email screenshots, I've attempted to contact both B&D and Amazon on this issue multiple times and it is near impossible to reach a live human to help me with my issues. Someone needs to appropriately address this with me rather than passing me along to the other person. I paid money for this item and it's not working as advertised.

Sincerely,

Puja ****
Business Response
Date: 07/26/2024
Please see the below response from Midea:
Im attaching the Amazon policy here:
*******************************************************************

Please advise the customer that the pre-owned unit does not come with a manufacturer warranty, but all of such items are backed by ******'s 30-day return policy.
Thank you for your cooperation.
Customer Answer
Date: 07/26/2024

Complaint: 21892498

I am rejecting this response because: same answer as before.

Sincerely,

Puja ****
Initial Complaint
Date:06/24/2024
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.
To whom it may concern:I am writing to express my deep frustration and disappointment with the handling of my recent warranty claim for the DeWalt DXF-1840 Industrial Fan, which I purchased through ****** for $116.57. The fan, which came with a promise of a 5-year warranty, stopped working after just two years.I initially contacted DeWalt and spoke with **** ******, who, after providing a detailed account of my purchase and timeline, directed me to ***** ******* *. I had to repeat my story and submit the same information multiple times, which was a clear waste of my time and energy. Despite my efforts, I was sent a replacement fan that arrived in unacceptable condition: it had a large dent, loose and stripped screws, and was delivered in a damaged box. To make matters worse, my subsequent attempts to follow up via email were met with confusion and a lack of understanding of my case.The situation was further exacerbated when I was redirected multiple times between *****, DeWalt representatives, with each party passing the responsibility to another. This back-and-forth has not only been incredibly frustrating but also unproductive.Given the severity of the heat this summer and the pressing need for a functional fan, I have since purchased a new fan(The Newer model DeWalt DXF - 1840) Which doesnt seem to be having any issues, not even rattling like the first fan out of necessity and why I now would like refund in Lieu of. The handling of this warranty claim has been inefficient and has demonstrated a serious ******************** and competence on the part of DeWalt's customer support. Pics:1 picture is the proof of purchase.1 picture is of the original fan number.2 damaged box.All I received was original request number from **** from Dewalt provided (10187978).1Z850A77YW01817728 Shipping carrier is ***** Thank you for your prompt attention to this matter. I look forward to a swift resolution. Please see blow for desired resolution. ***
Business Response
Date: 07/01/2024
Mr *****,
We appreciate you bringing this to our attention and apologize for the inconvenience. Our accounting department will send a check in the amount of $116.57.
*********************
Initial Complaint
Date:06/17/2024
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 have a Black+Decker cordless weed eater and blower that was purchased in ****** and came with a 40 volt 1.5 amp lithium ion battery. The battery is no longer working properly and I am unable to purchase a replacement battery from Black+Decker or ANY other retailer. All such entities list the battery as unable to be shipped to ******. Somehow Black+Decker manages to ship the power tools including battery to ******, but yet wont ship replacement batteries. I have verified that other companies such as ***** will ship their replacement batteries to ******, just Black+Decker will not. I now have a fairly new Black+Decker weed eater and leaf blower that have been rendered useless because I cant get a new battery.
Customer Answer
Date: 06/17/2024
I dont have a receipt for the items as they were a gift.
Business Response
Date: 06/25/2024
We contacted the customer and agreed to resolve this matter by sending a new LBX2040 at no charge as a customer ********************** gesture. The order was placed 6/18/2024 and will arrive shortly.
Thank you for your cooperation.
Customer Answer
Date: 06/25/2024

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:06/14/2024
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.
A Black and Decker dustbuster was purchased. Upon using it it had a very strong motor noise. I called and they said that that's the way it sounded so I continue to use it. When I dumped the debris in my trash can I couldn't find the filter that they told me about so I made another call and they told me they're supposed to be a filter in the dust cup. A removable filter so all this time I was sucking things up into the unit up into the motor because it was sold to me without a filter! This is outrageous. I'm a simple senior and I don't move around heavy equipment and this was perfect for me. Why in the world would they sell me a unit without a filter inside of the Dust cup and am I to assume that there was a filter if nobody told me there was a filter and if there was no filter how am I to assume they were supposed to be a filter. Now my machine is ruined because it's vibrating so much it's not working properly and the noise it's making is horrible. I called customer ********************** and got nowhere. Please help me get my Black & Decker dustbuster exchanged. Thank you
Business Response
Date: 07/16/2024
We have emailed and called the customer (the provided phone number seems to be incorrect) and are waiting to hear back from them.
Thank you for your cooperation.
Customer Answer
Date: 07/23/2024

Complaint: 21842809

I am rejecting this response because: I am waiting to hear from the company as well. My emails some of them, are going unresponded. My phone number is ************. I am waiting for them to call me please thank you

Sincerely,

**** ********
Business Response
Date: 07/26/2024
We contacted the customer and are sending her a new replacement dust *******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

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