We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

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

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 BPP06WTB Portable Air Conditioner with Remote Control, ****** BTU, White-***** on ********** 2/22/24. The unit was very loud. The owner's manual said not to send the unit back to the store. It said to call Black and Decker at ************. I did call them 4/15/24. I was advised to send the unit to them and they would send me a new one 2 weeks after they received it. They sent me a shipping label. I sent the unit to them. I called ************ 5/6/24. I was told they received my unit 4/22/24 and they were still processing. I called 5/10/24 and was told the same thing. This was repeated 5/16/24 and the advised it was escalated. It was escalated again 5/23/24, 5/28/24, 5/31/24, 6/3/24, 6/6/24, and 6/10/24. They won't let me talk to a supervisor. It is going to be 90 degrees in a few days. I am going to have to buy another air conditioner. So I just want a refund of my money.

      Business Response

      Date: 06/18/2024

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

      Thank you for your cooperation.

      Customer Answer

      Date: 06/18/2024

       
      Complaint: 21829838

      I am rejecting this response because:  there is no information on how I can get an update from Equity Brands 

      Sincerely,

      ***** *****

      Business Response

      Date: 06/26/2024

      ************* advised they will process the requested refund.

      Customer Answer

      Date: 06/27/2024

       
      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:06/06/2024

      Type:Product Issues
      Status:
      Answered
      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 advertises a 7 year warranty but makes no effort to honor it. I purchased a $1000 gas pressure washer and on at least 2 occasions, I sent it back for repairs using their authorized warranty replacement vendor, ********** with no issues. I'm having the exact same issue and ********** no longer handles warranty issues so I contacted Dewalt directly. The representative that assisted me informed me that they cannot do anything without the receipt. Dewalt has a record of the repairs of my previous repairs. Dewalt also has the manufactured dates on the equipment. Dewalt is in fact refusing to honor their warranty. I plan on also filing a complaint with the ******************************.

      Business Response

      Date: 06/12/2024

      DeWalt pressure washers are licensed products manufactured and sold by **********  This notice was forwarded to ********* for handling who acknowledged receipt that they are handling this matter.  ********* provided the below update:

      Mrs.***** has lost her receipt and the machine was manufactured in August of 2018.The problem is with the recoil starter and is not a warranty issue.

      Thank you for your cooperation.

    • Initial Complaint

      Date:06/05/2024

      Type:Product Issues
      Status:
      Resolved
      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 called DeWalt on May 18th, 2024 and they said the battery was covered under warranty and they would ship me a new battery.

      I heard nothing from DeWalt and received no shipment from DeWalt, so I called back on May 27th. I was told that the warranty case had been assigned to a warehouse that doesn't have the battery and it would be reassigned and the battery would be shipped soon.

      Called back today (June 3rd) and apparently the warranty case has been reassigned, but no updates on if or when the battery will ship.

      Warranty case #*******
      Order ID: **********

      Business Response

      Date: 06/12/2024

      We contacted the customer to advise a new DCB210 battery has been ordered.

      The battery shipped
      on 6/7/2024.  The *** tracking number is ******************.

      Thank you for your cooperation.

      Customer Answer

      Date: 06/13/2024



      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:06/04/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Bought a Black + Decker Lightweight Stick Vacuum model BDXMSV009 on March 4, 2024. Upon use for the 5th time, the motor gave a high pitch, overheated...I cleaned the unit and all filters, but it would not pick up a piece of fuzz off hardwood floor. Tried to contact warranty department at ****************** as stated in the instruction manual. Their website had no place for my unit, as it covered no "corded" vacuums. I was referred back to Black+Decker at ************, a 24/7 hotline--NOT! But they referred me to yet another warranty department at ************, who told me that I needed to contact CT Nova at ************ or email at *********************** I did email support on May 28... meanwhile I am without the vacuum I bought, wondering if I will get any response after being bantied about like this.

      Customer Answer

      Date: 06/04/2024

      See attached recpt. Thank you.

      Business Response

      Date: 06/06/2024

      Our correct email is **************************** .  We did not receive your original email. Please contact us at the correct email address or call ************ so we can process your refund.

       

      Customer Answer

      Date: 06/07/2024

      I never got any o that info from Black and Decker, they led me to the wrong email address also which response from them is attached--a scam! I will call today. Thank you

      Customer Answer

      Date: 06/07/2024

       
      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:06/04/2024

      Type:Product Issues
      Status:
      Answered
      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 defective product from Dewalt. I sent the item in for warranty service. I received a new item, but that item had precisely the same defect as the original. I contacted the service center and they promised a refund if I shipped the 2nd unit into them still inside the warranty period of the original purchase. They failed to send me the refund as promised. I am asking for a refund of $165 for the purchase price plus taxes, and shipping costs.

      Business Response

      Date: 06/11/2024

      A customer satisfaction refund was requested and mailed to the customer.

      Thank you for your cooperation.

      Business Response

      Date: 06/18/2024

      The refund check was processed on 6/1/2024 and mailed to the customer 6/4/2024.

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/31/2024

      Type:Product Issues
      Status:
      Answered
      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 May 22nd, 2023 I purchased the BLACK+DECKER BCED37 dryer. On May 5th of 2024 the dryer k*** broke. I contacted Black and Decker on May 6th and was advised that I was still within the 1 year warranty period and that a new k*** would be shipped. After multiple email attempts with NO ANSWER I called them back and was told the part would ship next week. Fast forward another week and still no ****, no confirmation of shipment, absolutely nothing. I called them back and they still havent even processed my replacement! I contacted you guys within the warranty and I expect either a Replacement K*** or a full refund for the product before I dispute it with my bank

      Business Response

      Date: 06/06/2024

      Black & Decker dryers are licensed products manufactured and sold by *************.  This notice was forwarded to *************.  ************* acknowledge receipt that they are handling this matter.

      Thank you for your cooperation.

      Customer Answer

      Date: 06/07/2024

       
      Complaint: 21784078

      I am rejecting this response because:

      Equity brands is refusing to rectify the issue. The dryer is a black and decker model and as such Black+Decker needs to take responsibility of their poor outsourcing to equity brands. 


      Sincerely,

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

      Customer Answer

      Date: 06/15/2024

      No updates have been given other than my ticket has been received. On May 6th I was told the item would ship within 2 weeks. It has been a month and a half with no shipment. Every time I call they keep making an excuse that itll ship next week.

      Business Response

      Date: 06/24/2024

      See the below update from Equity Brands:

      Dryer k*** part needed was recently sent and going Next Day.
      UPS 1ZC6F4410121937765

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/30/2024

      Type:Product Issues
      Status:
      Answered
      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 am a homeowner. I am not renovating my place, and I use a few Dewalt tools sporadically. I have a problem with a tool and the Dewalt warranty claim. I contacted Dewalt support on Apr 27, saying, "I was using my impact drill (DCF887B) when the drill started to act up. Although my finger was still on the trigger, the drill would quit. I let the drill rest and tried it again a few hours later with different fully charged batteries. The result was the same each time: When under load, the drill quit working after a few seconds. If I tried to press the trigger right after the drill quit, it would quit even sooner.". The Dewalt support team opened ticket numbers ******* and ******* and asked me to mail the tool. After a while, they called me saying that even though I sent "a paper saying the tool was under warranty"( this paper I downloaded from is from "my Dewalt toolbox," where they make you register all your tools within four weeks of purchase to have access to warranty), the fix would cost me $82, so I requested the tool to be sent back. Now, when I asked why the tool warranty would not cover the tool, I was informed that "As we cannot determine whether your tool issue will or will not be covered under warranty, we suggest that you let our trained and certified technicians take a look at your tool, and upon inspection of the tool, they can determine your tool issue through warranty evaluation and diagnosis."At this point, I feel I am just getting the runaround, and they do not intend to honor their three-year warranty.

      Business Response

      Date: 06/12/2024

      The DeWalt Impact was returned to a Factory Service Center.  The tool was inspected and determined the trigger switch needed to be replaced. Based on the date code,  the tool was 2 1/2 years old which is outside the 1yr free service warranty.  The tool was returned to the customer.

      We contacted the customer and are sending him a new ********************** Impact as a one-time customer ********************** gesture.

    • Initial Complaint

      Date:05/24/2024

      Type:Product Issues
      Status:
      Answered
      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 Stapler on 10/2021 with a 3 year warranty. The tool was rarely used and failed catastrophically after my first box of staples. I contacted Dewalt and they asked me for my date of purchase which I gave them. Dewalt, knowing my date of purchase, then agreed to ***lace the stapler if their inspection found it to be faulty. The ***resentative gave me the address to the nearest service center which she stated that I could take the tool to for the inspection. Dewalt told me that if they confirmed that the tool was nonfunctional that Dewalt would ***lace it. The *** also said that she would also send me a shipping label in case I wanted to mail the item in to a different service center instead. I drove to Dewalts local service center (***** Industrial Service), as given by Dewalt. This service center was almost an hour away. When I got there, I was told by the service center that they do not service Dewalt Nailers. This was a waste of time, cost, and effort. I decided to use the shipping label Dewalt sent me to have the Nailer shipped to another Dewalt service **************************** I received an e-mail from Dewalts Service center stating Your DCFS950 is out of the 1-yr free service warranty. The ***air cost is listed below. If you decline the ***air or fail to respond by 5/29, we will responsibly recycle your tool here. If you wish to have the tool returned un***aired, a $15 shipping and handling fee will apply. Repair cost: $319.00 + tax This is very disappointing and Dewalt is doing the opposite of what they promised to do. Dewalt knew my purchase date before asking me to send them my defective unit for inspection so they could ***lace it if it was defective. They assured me that the tool would be ***laced if it was found to be faulty but now Dewalt is claiming that they will practally keep/destroy my tool if I do not respond within 4 business days paying them $319 to ***air the unit or paying for shipping back to me.

      Business Response

      Date: 05/30/2024

      We are sorry for the confusion over the warranty and explained to the customer ********************** products have a one year repair/replace warranty.  There is a three year warranty on manufacturers defects.  The stapler was inspected and no manufacturers were found.  In any event, a new stapler is being sent to the customer as a customer ********************** gesture.

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/09/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Last October, I purchased a drill/driver kit, and one of the batteries recently stopped working entirely (with no apparent cause). I tried to contact them by phone and through a live chat, as well as requesting text communication instead of waiting on the phone. I never heard a word from them; they never picked up the phone, they never responded to my live chat messages, and they never sent the text message their automated phone system said they would.

      Business Response

      Date: 05/16/2024

      We have tried contacting the customer regarding this matter.   Our emails, phone calls, and messages have been unanswered.  We will update further once we reach the customer.

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 September 4 2023 I purchased a black & Decker portable dishwasher from ********. The total was $529.46. On December 26, 2023 I filed a warranty claim because the dishwasher was leaking so bad out the side I couldn't use it. I got a replacement dishwasher finally in January 2024. March 6th 2024 I filed another warranty claim because the dishwasher wouldn't work sending a code on the screen. I asked for a full refund and was told by ******** and black&Decker that wasn't possible. I still haven't received a replacement dishwasher. I have called once a week since March 6, 2024 and they say "please give us until next week and you will have a tracking number." I would like my money back since I can't get a replacement dishwasher either. I have all emails to show i sent the power cord in and pictures everytime they asked. Thank you

      Business Response

      Date: 05/13/2024

      B&D portable dishwashers are licensed products manufactured and sold by *************.  This notice has been forwarded to *************.  ************* acknowledged receipt and that they are handling this matter.

      Thank you for your cooperation.

      Customer Answer

      Date: 05/14/2024

       
      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 if only the manufacturer gives me a full refund.

      Sincerely,

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

      Customer Answer

      Date: 05/19/2024

      I still haven't received a replacement dishwasher. At this time I request a full refund from the manufacturer. Black & Decker said they forwarded this complaint but they haven't even contacted me. I have email asking for an update which I will attach with no reply. I stopped calling black and decker warranty department because they still say same thing each week. Which is give it until the next week for tracking. I been waiting since March 6. I will attach all emails. I have two email that will not upload because I'm at the max added. 

      Customer Answer

      Date: 05/19/2024

      I still haven't received a replacement dishwasher. At this time I request a full refund from the manufacturer. Black & Decker said they forwarded this complaint but they haven't even contacted me. I have email asking for an update which I will attach with no reply. I stopped calling black and decker warranty department because they still say same thing each week. Which is give it until the next week for tracking. I been waiting since March 6. I will attach all emails. I have two email that will not upload because I'm at the max added. 

      Business Response

      Date: 05/21/2024

      Customer is being submitted a refund check. Customer is aware.

      Customer Answer

      Date: 05/21/2024

       
      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,

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.