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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2024

      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.
      2 Dewalt chainsaws were ordered Jan 2024 and the 60W saw has a faulty chain tensioning s**** that causes the chain to slip off when cutting at an angle. Per their site this is a known issue with an unclear remedy. Their website offers outsourced support to another company that claims to provide support via texts which never arrive. By email they offer to send the part for free if I can provide the part number from a drawing of the product that does not match my saw. By phone I asked to find a certified repair center and it repeated null. For the pole saw, it failed as soon the chain was caught in a bind and now the motor just clicks even after clearing the chain and changing the battery.

      Business Response

      Date: 05/13/2024

      We contacted the customer and are sending him a new ********* under *** tracking# 1Z7996860365975853.

      We have also sent a *** return label to retrieve the unit for inspection.  Upon receit of the returned item, we will send him a new one.

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/03/2024

      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 had a Dewalt Battery model DCB615 fail to charge within 3 year warrantee. Charger just says "Charged" no matter what state of the battery. This battery does not have more than 10 charge cycles on it. I filed a warrantee request with Dewalt #*******. The company claims they have none in stock but there are hundreds available on line. I am getting the run-around from the on-line representative. Emails going back and forth for a month now with no resolve. I asked that they give me a new replacement or refund my money. I get no affirmative answer. If they can not give me a new battery then give my my purchase amount back so I may buy my own. I have uploaded receipt and picture of battery date code.

      Business Response

      Date: 05/09/2024

      We contacted the customer to inform him that, unfortunately, there are no DCB615 batteries in stock.  Instead, we are sending the customer two ****** batteries as a customer ********************** gesture under *** tracking# 1Z09848W0334326788.

      Thank you for your cooperation.

      Customer Answer

      Date: 05/29/2024

      Dewalt has provided me with temp. battery solution and the final replacement DCB615 has arrived yesterday.  I am not sure why the company sells all stock to big box stores but does not retain enough merchandise for warrantee claims.  This in general seems to be a poor practice.  My problem is solved untill next failure.  Thanks to BBB I can now rest.
    • Initial Complaint

      Date:04/18/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ******** ******, I requested a replacement drainage hose for a black and decker portable washer in November 2023. Ticket number is #*****. It has been 5 months and person I spoke to, ****, has been absolutely no help whatsoever. I have called 4 times ever month asking where my replacement part is and every time I call he assures me itll be 2 weeks and this has now been going on for 5 months.

      Business Response

      Date: 04/24/2024

      Black & Decker portable washers are licensed products manufactured and sold by *************.  This noticed has been forwarded to ************* for handling.  ************* acknowledge receipt and provided the below update:

      This hose recently came in and Im shipping *** Second Day 1ZC6F4410210617745
      Will advise customer.

      Thank you for your cooperation.

    • Initial Complaint

      Date:04/12/2024

      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 Dewalt pressure washer on 8/6/2022.Pressure washer isn't working due to not having any pressure. I called customer ********************** and was told to bring my equipment to a local certified repair shop. Repair shop confirmed no pressure and that pump is bad. Customer ********************** confirmed that my pump has a 5 year limited warranty. Their warranty department replied back to the repair shop with "Purchase date of 8/6/22 no pressure typically is due to normal wear of seals and valves.This is not covered under warranty and any repair would be the responsibility of the customer."Without opening the pump, how can anyone determine the cause of the problem?I purchased this higher priced equipment from ********** because it's a Dewalt and not a Generic ******* need help in getting resolution. I want the pump replaced or repaired or equipment replaced.

      Business Response

      Date: 04/19/2024

      DeWalt pressure washers are licensed products manufactured and sold by **********  This notice has been forwared to ********* for handling.  ********* acknowledged receipt that they are handling this matter and provided the following update:

      The customer had picked up the machine from the service center. I spoke with him and he is taking the machine back in for further evaluation of his problem.

      Thank you for your cooperation.

    • Initial Complaint

      Date:04/10/2024

      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 ordered a cordless Bev by Black Decker machine from the Black & Decker website on 3/39/2024. Order# ********. I received the machine on 4/3/2024. I ordered the machine for several events that weekend and the machine would light up but would not turn on and operate. While trying to figure out the machine, I lost numerous capsules trying to figure it out, which was also expensive.

      To make matters worse, I called Black & Decker early on 4/4 and was informed by Kate that I would have to wait for the Warranty Department to help me with a replacement. She assured me they would call within 1-2 hours. After not receiving a call, I called back later that day and tried to assist me. He called the Warranty Department who he was also not able to reach the entire hour we were on the phone. To try to accommodate, he reached out to management to get approval to order a replacement and expedite it. Order # **********. He also was going to request some type of compensation for the inconvenience and an extended warranty.

      After not receiving an email that the machine had been sent, I called back on 4/8 only to find out that the machine had not even shipped and request was not reviewed. Sam told me that I need to wait until 4/11 before calling back because she cannot do anything prior to that date. It would have been easier and faster to place a new order, but that I would be wasting more money.

      As of today, I still have not received an email. I would like to receive a new machine asap. I would also like to be compensated somehow for not having a working machine when I needed it, losing money on capsules, having to waste time and hours calling to check on a replacement, and the inconvenience.

      Call reference #s: *******, *******, *******

      Thank you.

      Business Response

      Date: 04/17/2024

      We contacted customer ***** ****** and confirmed a new bev by Black & Decker BCHB101 machine was ordered and delievered on April 16, 2024 via UPS# ******************.  As a customer service gesture an order has been placed for the following BCHB101 accessories:  Charger BDCAC202B, Battery LBX2040, bev Ice Bucke with Tongs BEIB103, and Cocktail shaker BESH101.  These items will arrive shortly.  Thank you for your cooperation. 

      Customer Answer

      Date: 04/17/2024



      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:04/10/2024

      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.
      RE: UNRESOLVED CASE# **** We purchased a BLACK+DECKER 50-Pint 2-Speed Dehumidifier with ******************** STAR, Item #*******, Model #BDT50PWTB from Lowes September 24, 2020. We picked the unit up on Oct 10. The unit malfunctioned within less than a year (July/August 2020) and we returned the unit as it was under the warranty. After several months (Year 2022) of not receiving our ***lacement unit, I called the ************* ************ only to be told that unit is no longer available and they could ***lace a unit equivalent or better than our original, which we agreed. After several more months and numerous calls to the warranty department, we eventually were sent ***lacement Model BD50MWSA. However, it doesn't have the capability to pump water out of the unit without manually emptying the container. Our original unit was connected to a hose that we could place so water exits outside our garage. With the ***lacement unit, we have to empty this unit manually 1 to 2 times daily. I called the warranty department back in April 2023 to ***ort that the ***lacement unit is not the same as the previous unit, the *** insisted we need a hose for the water to pump out. I honestly dont see where we would connect the hose to this unit, but I agreed and requested them to send the necessary part and I would give it a try. Nothing has arrived. I've been calling monthly, sometimes weekly for a status update. I speak with **** or ****, both who claim to "escalate" our request but nothing happens. I think 10+ months is beyond a normal wait time. Honestly, this issue has gone on for years. The last time I called, I asked ****, who is supposed to receive these escalated requests to process, I was not given an answer. I have called and spoke to Warranty *** to request status update about our claim on the dates: Dec 5, 2023, Oct 12, 2023, Aug. 16, 2023, June 27, 2023, April of 2023

      Business Response

      Date: 04/17/2024

      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.

      Customer Answer

      Date: 04/17/2024

       
      Complaint: 21551205

      I am rejecting this response until this issue gets resolved. I have reached out to the Black & Decker Warranty and also *************** and neither organization has been able to get this resolved, nor did they inform me to contact *************** as they are responsible, nor was I provided with their phone number. Black & Decker is clearly listed on the product, not ************* and should be held responsible. 

      I read on **************** website: "We wish to reaffirm our commitment to provide premium products backed by some of the most iconic brands in the world."

      This Black & Decker Product purchase was not premium, as it malfunctioned within months, the replacement unit that was shipped to us was not the equivalent or "better as promised by warranty ****** than our original unit and we are going on 4 years to try and get this resolved. This is completely unsatisfactory.


      Sincerely,

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

      Business Response

      Date: 05/10/2024

      Customer is being upgraded to model with pump feature and her *** Tracking is 1ZC6F4410311231292.


      Customer Answer

      Date: 05/10/2024

       
      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 don't understand why it took this long and this much effort to get it resolved, but very pleased they followed through. I anxiously await the replacement unit. Thank you.

      Sincerely,

      ********* *******
    • Initial Complaint

      Date:04/09/2024

      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 this item 1 year ago. It was never used, brand new. Recently needed to use it, found it will not start. Tried with new batteries, tried all troubleshooting. Spoke with customer service that advised they would not help. This is for a DCF512 ratchet. advised id have to drive 70 miles and pay over 100 dollars to fix. this is not satisfactory for a new product. I have over 30 dewalt power tools and have had zero issues. This shouldn't a problem to replace this product.

      Customer Answer

      Date: 04/09/2024

      Purchased on ****** for total 141 and date shown above

      Business Response

      Date: 04/17/2024

      We contacted the customer who provided a photo of the product.  A new DCF512B was sent as a customer service gesture to the customer via *** tracking number
      ****************** and delivered on 4/13/24.  Thank you for your cooperation.
    • Initial Complaint

      Date:04/08/2024

      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.
      November 2022 I purchased a DeWalt DCMWSP244 self-propelled lawn mower. The item was listed as new from a business seller on **** with a "DEWALT Authorized seller" badge.Indeed, the mower was new (still in original protective packaging). For reasons, I was not able to use it the first season I owned it and it sat in the garage. I'll admit it was my mistake to not even test the thing.I went to use the mower a couple of weeks ago and found it would not recognize even brand new, fully charged batteries (these batteries were then tested in other tools and work fine).I contacted support and they said I could send the mower in, but that I might be responsible for repair costs (annoying, but ok). I got a call today saying it was outside of its 2 year warranty (I thought DeWalt had a 3 year warranty) and is not repairable.When I called back the service center (*******, **) let me know that they don't even have parts to repair the thing! He acknowledged the mower looks like it's never been used (it hasn't). It is insane to me that, with the push towards electric tools in CA, DeWalt can't repair the one's they've already sold. This tool had never been used and the only option the guy at the service center bluntly gave me is that he could ship it back or toss it. Whether or not I had ever been able to use it, I essentially had a $400 piece of trash.I have 2 DeWalt chainsaws, a weedwhacker, blower, and misc. hand tools. This is awful customer ********************** in my opinion and really damages my opinion of your brand. DeWalt should not be selling things that it cannot even repair.

      Customer Answer

      Date: 04/12/2024

      Order info attached 

      Customer Answer

      Date: 04/18/2024

      I received a call from ******** at DeWalt today asking for a receipt. Im attaching additional information including the order details, ****** receipt, and shipping/delivery notices. The order number is referenced on the ****** receipt and delivery notice.

      Business Response

      Date: 04/23/2024

      The customer purchase this lawn mower from an unauthorized third party seller on Ebay.  The date code on the lawn mower was well outside of the warranty period.

      We contacted the customer who agreed to accept a new ********************************* lawn mower as a customer ********************** gesture to resolve this matter. The lawn mower has been ordered and will arrive to the customer shortly.

      Thank you for your cooperation.  

    • Initial Complaint

      Date:03/29/2024

      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.
      Black and Decker received my portable A/C unit for warranty replacement on our about January 29th 2023. It is now March 29th 2024 and I have not received the replacement. When I call with ticket #***** for an update I get put on hold. They check the status, tell me they are sending my information to a team at the warehouse. If I dont get a tracking number call again in a week. I have been giving Black and Decker 5 full business days before calling back. I explain the situation and get told the same thing. I ask if this can be escalated any higher and they repeat what they told me. Black and Decker needs to standby their warranty process and ship my replacement unit. At this point they have the unit I paid for and have shown no intention to send the replacement as agreed upon. The attached copy of an email from their representative states it should take 2 weeks for them to send the replacement. We are currently going on 2 months.

      Business Response

      Date: 04/04/2024

      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.

      Business Response

      Date: 04/04/2024

      Please see the below update from Equity Brands:

      Replacement Shipping tomorrow or Monday
      UPS 1ZC6F4410313631392

      Customer Answer

      Date: 04/05/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *****
    • Initial Complaint

      Date:03/29/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last summer we reached out to Black Decker regarding a Fault Air Conditioner Device. We reached out several times and did not receive help. Finally we were asked to send our faulty device to Black Decker for repair because it was faulty. We were told we would received it back in a few weeks and never heard from the team. When we reached out again, they promised to send us a new machine in 3-4 weeks and we never heard back from them. I called one more time and they gave us the same response and we never heard from them again. We had to go the entire summer without an air conditioner device which meant several health issues due to the heat.

      Being a med school student, the amount of money we paid for this machine was a lot and we could not afford to pay for another one. We communicated all of this to Black Decker and the team did not care at all. Almost one year later we are approaching summer again and still do not have the machine that we paid for. I reached out to the team again and was met with the same response they ussually give but at this point I don not belive we will hear back. That is why I've decided to reach out to the BBB. In addition to receiving the new device, we would like to received a refund as the machine that we paid for was taken from us for a year.

      We did not even have the chance to repair it ourselves due to how the team handled this. I hope the leadership at Black Decker sees this and are ashamed of the quality of customer service their business maintains.

      Repair Ticket Number: *****

      Business Response

      Date: 04/02/2024

      Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This complaint was forwarded to Equity Brands for handling who acknowledged receipt and provided the below update:

      ***
      Tracking for new unit is ******************

      Thank you for your cooperation.

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