Complaints

This profile includes complaints for Stanley Black & Decker, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stanley Black & Decker, Inc. has 14 locations, listed below.

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• 

  Stanley Black & Decker, Inc.

  1000 Stanley Dr New Britain, CT 06053-1675

• 

  Stanley Black and Decker, Inc.

  1000 Stanley Dr Concord, NC 28027-7679

• 

  Stanley Black and Decker, Inc.

  4041 Pleasant Rd Fort Mill, SC 29708-7827

• 

  Stanley Black & Decker, Inc.

  Dept 2356 PO Box 1234 Mississauga, ON L5G 4T2

• 

  Stanley Black & Decker, Inc.

  626 Hanover Pike Hampstead, MD 21074-2032

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:04/21/2025

  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 started a warranty case with Craftsman for my Craftsman ********** Strut Spring Compressor Tool ***** which has a lifetime warranty. Craftsman support indicated they couldn't give me a replacement, but would send me something else of similar value. Craftsman support stopped responding to my emails, and I have yet to receive anything at all! My request ID is ******** Thanks.

  Business Response

  Date: 05/02/2025

  We contacted the customer who agreed to accept a ********** to resolve this matter.  The product has been ordered and shipped via *** tracking number ******************.

  Thank you for your cooperation.

  Customer Answer

  Date: 05/05/2025

  
  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:04/14/2025

  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.

  Yes i still have my reciept and Dewalt has highly highly upset me my 12 inch miter saw and stand isn't nothing but a POS, my miter saw bottomed out slinging pieces of it everywhere my stand it folded down but will not fold back up for nothing I've everything and the bad thing is it ain't 3 months old and when I call dewalt about it they ain't giving me nothing but the run around my product will be replaced or I will file a report with the Federal and state attorney generals office part number is ****** and ******

  Customer Answer

  Date: 04/14/2025

  That's what the heck I'm talking about it's a POS and I will get it replaced or I will see them in court 

  Business Response

  Date: 04/30/2025

  This customer has filed numerous product warranty complaints with Stanley Black & Decker under various names including ***** *****, ****** *****, and **** ****** at this address, along with a number of different email addresses.  The date codes provided by the customer confirm the one year warranty/three-year limited warranty on these items have expired.  We have asked the customer to return these items to a Factory Service Center for inspection in order to review his warranty claim and will keep you informed.
  
  Thank you for your cooperation.

• Initial Complaint

  Date:04/07/2025

  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 Craftsman 75-piece tap and die set (***** *******) from ********* on March 8, 2022. The product packaging clearly states “Lifetime Warranty.” Two components failed during normal use, and I have photo evidence and order documentation. I attempted to claim warranty support via CRAFTSMAN/Stanley Black & Decker on March 26, 2025. I was directed to *****************. After no reply from them, I attempted again via CRAFTSMAN (SBD). I received a generic “thank you for your feedback” response that acknowledged my message but offered no resolution or next steps. This is a blatant refusal to honor a lifetime warranty printed directly on the packaging of a tool sold under their brand. It is misleading and constitutes a misrepresentation of warranty coverage. I am requesting either (1) direct replacement of the failed components, (2) compensation equal to their retail value so that I can repurchase suitable replacements individually, or (3) a full replacement of the kit if individual components are not available. As directed by Stanley Black & Decker, I also contacted ***************** via their designated warranty channel at ******************************. I have received no reply whatsoever, and the account appears to be a dead-end with no customer service infrastructure behind it. I am allowing additional time for a response from Transformco, but my patience with SBD is exhausted. This BBB complaint is being filed due to SBD’s refusal to honor the warranty, despite acknowledging the product and offering no resolution.

  Business Response

  Date: 04/21/2025

  We contacted the customer who accepted a comparable ***** ***** product that has been ordered.  The product is currently on backorder until the week of May 24, 2025 and will be shipped to the customer when inventory is replenished.  

  Thank you for your cooperation.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:   

  The response is adequate, but I wont close the case until I have received the backordered replacement.  I appreciate & understand there are stocking delays with this item.
  

  I am simply covering my bases by waiting for fulfillment before closing the case.

  Thanks for the response and I look forward to closing this case out when the replacement arrives.

  ****** ***

  Business Response

  Date: 05/05/2025

  Your order shipped on 4/29/25 , the *** tracking number is ******************.

  Thank you for your cooperation.

  Customer Answer

  Date: 05/06/2025

  
  Better Business Bureau:
  
  I have received the warranty replacement promised by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/07/2025

  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.

  On March 28, 2025 I called Dewalt support to begin a warranty claim for the Dewalt ****** Mobile Thickness Planer Stand. I was connected to a John L** ***** who spoke horrible english. After struggling for 15 minutes to give him the basic info, he finally sent me an email asking for additional info and stated he would continue to help me and communicate through email to make things easier. I replied to his email promptly and provided all the info he requested plus additional info that I know he would need. I did not get a response from John so I sent a follow up email requesting a status update on 4-1-2025, 4-2-2025, and 4-3-2025. He did not respond a single time. The support request number given to me by John was ********. As I already explained to John multiple times the reason for the warranty claim is that the *** Top (component "L") of ****** was damaged right out of the box when I received it. All I need is a replacement *** Top...or a full refund.

  Business Response

  Date: 04/21/2025

  We contacted the customer who accepted a new DeWalt face plate as requested to resolve this matter.  The face plate was ordered and delivered via *** tracking number ******************.

  Thank you for your cooperation.

  Customer Answer

  Date: 04/22/2025

  
  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:04/01/2025

  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 3 40 oz Stanleys from ****** in Hot Coral, Periwinkle Shimmer and Cherry Blossom. Hot Coral and Periwinkle Shimmer both arrived with dents like they had been dropped and Cherry Blossom never arrived at all despite the money being taken from my debit account. I sent back the damaged ones and inquired about Cherry Blossom. They said they were sending me replacements for the damaged ones along with Cherry Blossom. That was 2 months ago and I still haven’t received my Stanleys despite the money being taken. All I want Stanley to do is send me the three 40 oz Tumblers in Hot Coral, Periwinkle Shimmer and Cherry Blossom. Please help.

  Business Response

  Date: 04/01/2025

  Stanley Black & Decker does not make or manufacture tumbler cups.  The customer may wish to contact the correct company here:  *****************************************

   

   

• Initial Complaint

  Date:03/31/2025

  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.

  craftsman case #1*******. I contacted Craftsman in January of this year regarding a c clamp and adjustable locking wrench that came with a lifetime warranty when I purchased these tools. The terms of the warranty at the time of purchase was that if the tool failed the company would either repair or replace the item. As of todays date the company refuses to repair or replace the items saying that the item is no longer available. If it is not available then they can repair the items or pay me the value of a comparable tool.

  Business Response

  Date: 04/10/2025

  Customer submitted warranty claim on Craftsman hand tools purchased some time ago from ***** before Stanley Black & Decker acquired Craftsman.  We contacted the customer and resolved this matter by sending him new comparable products as a customer service gesture.

  Thank you for your cooperation.

• Initial Complaint

  Date:03/26/2025

  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 Craftsman V20 chainsaw that I purchased maybe 2 years ago and have used only a handful of times for very light tasks of just cutting up some branches or a few boards, I went to use it last month and it no longer works, it sounds like something is broken or loose inside and is just spinning around. I contacted Craftsman support and opened a warranty claim since it is still under warranty. The customer support representative took the information and then told me that I had to send it in to them and that I would be receiving an email with a shipping label and instructions in the next day or so, fast forward a week and I have received no email or shipping label, I have attempted to contact them through email and have received no response, contacting them through online chat or phone support yields the same results where they say that I will receive an email within 24 to 48 hours and I receive nothing. I really wish they would just stand behind their warranty that they advertise, it seems to be a real problem to get them to do much more than give me the runaround these days, I grew up with Craftsman tools as my father used nothing but Craftsman, but that was back when they were owned by ***** and you could not only count on the quality but also the warranty if ever there was a problem, unfortunately that is a bygone era and The Craftsman that I grew up with is no more, now they're just another outsourced, foreign made, fast-fashion money grab shell of a company drifting further and further, clinging onto the branding of what used to be a great American company.

  Business Response

  Date: 04/09/2025

  In order to evaluate the warranty complaint, we contacted the customer and requested the tracking number used to return the subject Craftsman ********* blower to our factory service center.  We have not received a response from the customer to date.

  Thank you for your cooperation.

  Customer Answer

  Date: 04/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but I am accepting it as the continued back and forth over these cheaply foreign-manufactured tools is just not worth my time and effort. I have learned my lesson and will be taking my business elsewhere.
  

  I have received correspondence from their representative and they refuse to provide a shipping label even though I was told I would receive a prepaid shipping label when I first filed the warranty claim, they have also stated that they would send a replacement upon receipt of the tool as a "one time courtesy" and that any subsequent warranty claims will require me to pay for shipping the tool to their evaluation center, I did not want a "one time courtesy" I wanted the shipping label I was promised and a warranty claim on a tool that I purchased that is still covered under their warranty. Well yes I will get the tool replaced, it is under a alternate premise and I still ended up having to pay for the shipping label which I don't agree with. 
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 04/09/2025

  Perhaps you should change my acceptance of their response to unaccepting as I feel it doesn't address the issue even though I will be getting a new tool they are not acknowledging that they told me I would get a shipping label and now they're not providing one and the correspondence directly to me differs from what they stated here on the BBB they stated that they needed the tracking number so they can complete the evaluation of the warranty claim but in the correspondence they say that they're just going to give it to me as a one-time courtesy so they are not evaluating anything they're just doing it to close the BBB complaint I don't know if that makes any bit of a difference but it just seems kind of misleading and shady to me I will not be doing business with him further and I'm not satisfied although I'm dropping it because I don't have the time and effort to deal with this anymore as it's just not worth it the price of the tool is not worth the time that I've already committed. Thank you for your assistance in this matter you've been a great help now and in the past.

• Initial Complaint

  Date:02/25/2025

  Type:Delivery 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.

  This is intended to reach the ****** Footwear department or whoever is in charge of it . It is my understanding that they are owned by this Stanley Black and Decker . I ordered a pair of work boots over a week ago. I paid the extra $56 for *** **** *** shipping. . 24 hours went by and I noticed my product hasn't even begun to ship yet. I emailed their help desk asking if it will ship in time. About 15 minutes later *** has my product in possession. The problem is, someone from ****** decided to slap on a 4 day ground shipping lable. So now, I'm leaving out of town for work and my new boots won't be here untill Thursday! ****** obviously screwed up. They are refusing to do anything about it. I asked them to do the Right thing and refund the money back I spent on over night shipping. I'm getting nothing but I'm sorry for my delay. This is THEFT ! Hopefully this BBB report can resolve this before I send it to the Authorities!

  Business Response

  Date: 02/26/2025

  Today I received an email from Stanly Black & Decker on a matter from BBB. I worked with our Ecom coordinator, and he refunded the shipping costs to ******. @[email protected] please confirm you received the refund and that your expectations have been met. I apologize for any inconvenience this may have caused.

   

  If any of you have any additional questions, please feel free to reach out to me.

   

  Thanks,

   

  Natalie P******

• Initial Complaint

  Date:02/05/2025

  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.

  Date of Transaction: 12-18-2024 On this date I contacted customer service via email about a defective 21/64" drill bit that was part of a drill bit set i bought. I received a reply and was told to provide a picture of the defective bit along with what i was trying to drill and a piece of paper with a unique case # written on it (*******). I emailed the picture along with all requested info to them and was told that they would be sending me two replacement bits at no charge. When I received the replacement bits I found out they sent me two 1/16" bits....not the 21/64" bit that i needed to replace. I contacted them via email again to inquire why they sent me the incorrect size and were they going to fix this. I received no reply so I emailed them again and requested the issue to be escalated to management. They (non-management) responded that they looked into this and confirmed that my replacement bits had in fact been shipped and delivered. I had to explain again to them that yes the replacement order was received but they sent me the incorrect product. They then said they would be sending me a pre-paid shipping label to return the incorrect bits and they would send me the correct 21/64" size when they received the return. This was two weeks ago and I have heard nothing else and have not received the return shipping label. The email support case/ref number is ********, agent ***** *******.

  Business Response

  Date: 02/19/2025

  We contacted the customer and sent a new Irwin bit via *** tracking# ****************** to resolve this matter.

  Thank you for your cooperation.

  Customer Answer

  Date: 02/19/2025

  
  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:01/23/2025

  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.

  Date of transaction was 11/2023 Received item in February 2024 as a gift. Item began to malfunction in two ways: 1. Handle starts spinning on the vacuum. The handle is supposed to come on and off in order to change the type of vacuum feature. Wand to handheld. Over time the wand now does not sit properly making it spin and pivot every time you want to use the vacuum as an upright vacuum. 2. Vacuum also has a connecting piecing between the canister and vacuum head. The connecting piece is telescopic. Debris and dust have gotten into the area of the telescopic connector, that it will no longer pull out. This a design flaw, because there is space in the canister that allow the dust and debris to get stuck in that location, not allowing it to extend anymore. I have connected with Black and Decker about this, and they have sent me to third party support called ***** *****. iHomeClean notes that the purchase is over a year, and my only remedy is to buy replacement. These replacement parts are MORE than the $20 I spent on the vacuum. All I would like is my $20 back so I can buy a better designed vacuum.

  Business Response

  Date: 02/06/2025

  Black & Decker ****** vacs are licensed products manufactured and sold by *********** ****.  This matter was referred to *********** **** for handling who acknowledged receipt and provided the below update:

  Mr. ****** initially reached out to our Customer Care team before filing a BBB complaint. He claimed to have purchased the product on February 9, 2024, which would place it within our 12-month warranty period. 
  However, when we requested proof of purchase, he submitted a receipt that had been clearly altered, with the purchase date manipulated. Upon further investigation, we confirmed that the actual purchase date was in November 2023.
  When we asked Mr. ****** about the discrepancy, he changed his explanation, stating that he had recently received the product as a gift.
  Despite the customer’s actions, we’ve decided to offer a replacement in order to maintain brand integrity. The replacement product is scheduled to arrive within 5 to 7 business days.

  Thank you for your cooperation.