ComplaintsforBlack & Decker (U.S.) Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order an air conditioner on 7/11/23 and the until stopped working and was within warranty when I contacted the company. The company has not been able to follow through with their claims. I had to call multiple times to get a return label, check on status (never heard from the company), and call to try to get the replacement delivered. Have tried calling multiple times but now the line disconnects after being on hold for 10 minutes. I still have not heard when the new replacement model will be shipped out. If this is not the case I demand a refund and damages for how much time and effort I have wasted trying to hold this company accountable. My billable hours are $74.07/hour and I have devoted nearly 5 hours alone with call times/waiting on hold.

  Customer response

  07/30/2024

  HI BBB,

  Attached is my proof of purchase. The product has a 1 year warranty and I contacted the manufacturer of the defective product within the designated warranty window. Sadly I still have not heard of an update from the company of gotten a resolution.

  Thanks,

  ****

  Business response

  08/06/2024

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands who acknowledged receipt and provided the below update:

  New replacement sent  *** ******************
  Unit delivering 8/2

  Thank you for your cooperation.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17 I filed a warranty claim for a portable air conditioner (BPACT14WT) that failed. I had promptly shipped the unit back and I know it was delivered because I tracked it. I got no confirmation from them so I called and receipt was confirmed It is now over a month and I have not heard from them, much less received my replacement unit. I have tried calling but can no longer reach anybody. They have misleading msgs when calling them. They tell you to go to ******************* and click on a chat button . .that is not true. There is no such button. They tell you to "leave them a text msg at this number you called", but they do not leave you a number. So you send it to the 800 number you just called, per their instructions, and of course you get a text msg back saying it is an invalid number I have tried emailing them, but all you will get is a cookie cutter email from Kaylee Brown (I got the exact same email response from a couple or so emails I sent) asking for patience and that they will get back to you in 24 hours . . . you could wait weeks and nobody will respond I have offered them my credit card so I could get an advanced replacement unit. I asked for a full refund so I can just purchase another one from ****** and get it in a couple or so days (***** ******). I even offered to pay for expedite shipping . . . .all fell into DEAF EARS!! Needless to say, they have my unit, they are unreachable and unresponsive, summer is almost over, and I have absolutely no clue what they are doing about my warranty unit . . .if they are even doing anything about it It is very hard for me to believe that a company of this size can have such an extremely poor process to care for their loyal customers

  Business response

  08/06/2024

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This complaint has been forwarded to Equity Brands who acknowledged receipt that they are handling this matter.

  Thank you for your cooperation.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an 8000 BTU portable AC unit from ****** on 8/1/2022 for $326.61. It has needed repair for the last month. Dates of contact are as follows: - 6/12/2024: email to ************************ detailing the issue - 6/18/2024: received no response, followed up - 7/8/2024: called their customer service division at 1*********0, they transferred me to 1*********6. Was told they would email me asking for information. Received the email from **************************** and sent back the information in order to receive a shipping label. Was quoted 2-3 business days for this label. - 7/16/2024: followed up as I had not received the label and it had been over a week - 7/17/2024: called the 1*********6 number 5 times, went through the automated system each time, was never able to get through. - 7/18/2024: received no response via email and followed up again - 7/19/2024: called 1*********8 again, could not get through. Called 1*********0, was told that they would email my information to the supervisor of the AC department and they would get back to me. Also scheduled a call back time. Never got the call back or an email from the AC supervisor - 7/23/2024: tried calling 1*********6 again, could not get through. Called 1*********0, they emailed my information to the supervisor again. Scheduled a call back time, never received a call Ultimately it has been over 2 weeks since I was told I would receive a shipping label to send my unit back to receive a replacement. This is unacceptable customer service and I would like a full refund from my purchase. They told me the unit is still in warranty for the repair that I need, so I would like the full value back.

  Business response

  07/31/2024

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This notice has been forwarded to Equity Brands for handling who provided the below update:

  Will obtain old unit that customer still has and issue a refund check.

  Thank you for your cooperation.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent AC unit for repair in March. Said it would be fixed or replaced in 2 weeks. Have yet to hear from anyone. Have sent multiple emails and made unsuccessful phone calls and nothing. Also have an extended warranty which more than 6 months have been worthless due to not having it. Unit stopped working when plugged in would shut of immediately. Want a replacement unit and an extension in writing of my extended warranty

  Business response

  07/29/2024

  Black & Decker air conditioners are licensed products manufactured and sold by Equity Brands.  This noticed has been forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

  Customer response

  08/04/2024

  Found some other phone numbers to call and the voicemail said to send the info in a text to that number so I did. 
  

  have yet to hear from anyone.

   

  guessing I am to open a complaint on equity brand then?

  Business response

  08/07/2024

  Customers *** tracking ******************

  Ms. ******** has been contacted.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/07/2024

  Equity Brands advised customer will received a refund.

  Customer response

  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  04/09/2024

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

  Business response

  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

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Black&Decker mini fridge off of ****** on September 26, 2023. This was a brand new item with a full year of warranty. Since then I have been reaching out to the manufacturer for help with this item. About a month in, the fridge started leaking despite being plugged in and my food was starting to spoil inside, I noticed. I tried to contact the manufacturer, calling the phone number listed at least 10x but the automatic voice system was always difficult to navigate and would always automatically end the call. Finally, one day I got through to a live agent after being on hold for one hour, described my issue, and the agent said they'll organize picking up the old fridge and re-issuing me a new one. The agent sent me an email for me to attach pictures, which I did promptly, and I never heard back. I followed up on that email a few times, with no reply. I am shocked for being such a reputable company the lack of service and assistance I received. I paid nearly $200 for a brand new item for it to fail on me within 1-2 months and despite being within warranty, have had to jump through hoops to communicate with the company and be ghosted by them. At this point, I would just like a refund for my item so I don't have to deal with them again. I'm happy to return the defective item but it will need to be picked up as it's not something I can transport around easily.

  Customer response

  03/25/2024

  Receipt of purchase attached as well as attempts at written communication.
  

  One edit to original submission - total paid for item was $200.32. 
  

  Business response

  04/01/2024

  Black & Decker mini fridges are licensed products manufactured and sold by Equity Brands.  This warranty complaint has been forwarded to Equity Brands who acknowledge receipt and that they are handling this matter.

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: it seems that my complaint has been forwarded to another group for resolution. Until I hear directly from that group, I wish to keep BBB involved and help with this matter. I had been chasing to get assistance for months on my own and this is the most response I've received from B&D. 
  
  Sincerely,
  
  **** ****

  Business response

  04/04/2024

  Please see the below update from Equity Brands:

  The customer is refusing another unit or an upgrade.
  I have submitted a request to refund and I will keep you updated.

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: there still has not been an update on my refund. The merchant has called me and agreed to mail a refund check. I have provided pictures of the item, receipt of purchase, and model information. However, I have not heard back since. Therefore, the case is still pending and I'd like BBB to continue facilitating until the merchant issues me a refund. 
  
  Sincerely,
  
  **** ****

  Customer response

  04/10/2024

  I still have not received a resolution to this complaint. I was contacted by the appropriate department on 4/1/24 after being redirected once before (see communication history). After discussing the issue in length, the department agreed to issue me a refund and submitted the request in their systems. They said it would take 3-4 business days for them to respond back with an update.

  It's now the 7th business day and I have not heard anything since.

  This is very similar to what happened when I tried to resolve this issue directly with the company myself. After having called at least 10 times before (the automated voice system is incredibly difficult to navigate and always drops the call before directing you to a human), I finally reached someone I could speak on the phone with. They sent me an email to ask for documentation - the same email that reached out to me this time too, with BBB's facilitation - and then never responded. The same thing is happening now. It seems the merchant is intentionally making it impossible for customers to get any kind of support or use their warranties. I find this very unethical. 

  Business response

  04/15/2024

  Equity Brands provided the following update:

  Customer's refund is being processed and should have it within 14 days.

  Customer response

  04/20/2024

  Thank you for all the help. I have finally reached a resolution and agree that this case should now be closed. The merchant has sent me a paper check equivalent to my purchase price for the defective item.

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