Business Profile

Electric Tools

Black & Decker (U.S.) Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

242 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

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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:04/08/2025
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.
On feb 25 I contacted dewalt via email advising that the item I purchased DCD999B (drill) started smoking and had a burning smell I expressed that I don't feel safe with the item in my home and was told by there rep ****** *** ******* to provide pics of the item and to discard the item from my ******* it's a safety hazard. I was informed that I would get a replacement. I was told that the replacement was ordered on feb 28 2025 and they provided the address that it will be shipped to I reached out on March 3 2925 to inform them that they made an error with my address after which I got a response form rep ******* ********* who said " regret to inform that the replacement has been cancelled and I apologize for the inconvenience, since we need this to be further evaluated by our Factory Service Center Specialist. To help you find the nearest service center for further evaluation, we have a handy Service center locator available for you. Its designed to make your search quick and easy, so you can get the support you need without any problem. Please contact directly or send the tool to the nearest service center in your area and they will further assist and evaluate the tool for you." I was already told to discard the item and now they are tell me to take.time.from my day to take an item that no longer exist as it was discarded as I was told to by dewalt I have been emailing since March 3rd and no one is responding. Please assist with getting the item replaced or refunded I have wait so long this has caused me so much distress ect
Business Response
Date: 03/25/2025
Our company is DeWalt Corporation, we are an engineering and land surveying contractor and have no association with DEWALT Tools or any of their products (just the same last name). This complaint was sent to the wrong business. Thank you.
**********************************
Business Response
Date: 04/15/2025
We were unable to call the customer who is located in ******** The address provided by the customer was for a freight forwarding courier. This is the reason the order was cancelled. We emailed the customer requesting correct contact information and are waiting their reply.
Thank you for your cooperation.
Customer Answer
Date: 04/15/2025

Complaint: 23090256

I am rejecting this response because: black and decker did never reached out to me I have checked my email and filtered my search box, It is a shame that I have to go through BBB to even get a response from you guys for such a cheap item. What if I am in another country does that mean that I am left to s*** on myself if something happens to my items? It's a shame that dewalt was my choice, my family choice we have been using your products for YEARS and you guys tricked me into discarding the item then refused to assist. No one reached out to me asking for a contact number. LIE!!

Sincerely,

***** ********
Business Response
Date: 04/23/2025
We emailed the customer about replacing her drill. We requested a correct shipping address in ***************** to complete the order and are waiting to hear back from her.
Thank you for your cooperation.
Initial Complaint
Date:03/06/2025
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 ordered a toolbox and wanted to warranty it cause some of the tools had surface rust on them when I opened the box. It was during covid so I contacted them and shipped it out. About 6-9 months later I reached out to see what was going on and was told supply was a issue and it might take a bit. About a year and a half later I call to see what's going on and am told they do not have any history of it cause it has taken so long. The case was elevated and someone was able to find the history of the repair and again nothing was done. It's been about 2-3 years I've been waiting they refuse to send me a tool set like it or worth the same value. They also refused sending back my oringal tools that I had shipped to them for repair.
Customer Answer
Date: 03/06/2025
I was wrong on the vaule it's 169 just found the email with the receipt.
Business Response
Date: 03/13/2025
In order to address the warranty claim, we contacted the customer and requesting the referenced emails confirming the delivery and receipt of the tool set and and asked him to confirm his shipping address. We will review and advise when we receive this information from the customer.
Thank you for your cooperation.
Initial Complaint
Date:01/31/2025
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.
In March 2024, I purchased a portable AC/heat unit from Black & Decker through ******. That unit worked incredibly all summer; however, the entire unit broke when I tried to use the heat. Black & Decker sent me a replacement after a ridiculous ordeal. I received the unit. It was not the same unit I had purchased and was missing parts. That unit also had so much melted tape that it took quite some time to remove. That unit now has since started leaking refrigerant. We’ve removed it from the house, which is outside our garage. I informed B&D that the replacement unit was leaking refrigerant, and they responded that they would refund me; however, I need to mail this unit back to them first. Now, think about that for a minute: they want me to mail back a unit that is leaking a dangerous chemical that caused me to have severe headaches, nausea, and vomiting. I contacted ****, ***, and ***** to see if I could, and they informed me they would not accept the package because it is leaking a dangerous chemical. They also told me it’s a federal crime to do such. I will not commit a federal crime for B&D or anybody because I am law-abiding. I have tried to work with these people, and when I received the replacement unit, it had issues with parts not matching and the tape; I sent them an email in frustration. They responded several days later that they would send me a third unit, and I didn’t have to return any units to them. However, I did not accept it because we had gotten the tape off and purchased the proper exhaust hose for this unit. The heat never worked for the replacement unit, so we bought a separate heater. The AC still seemed to work. After purchasing a separate heater, we had to remove the portable air-conditioning put it in the garage until needed. The last several days, it has been warm, so we brought it ***tairs, and that’s when I started to experience headaches, nausea, and vomiting. I kept smelling nail polish remover, it was the refrigerant leaking.
Business Response
Date: 02/06/2025
Black & Decker portable air conditioners are licensed products manufactured and sold by Equity Brands. This notice was been forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.
Thank you for your cooperation.
Customer Answer
Date: 02/06/2025

Complaint: 22879952

I am rejecting this response because:

Sincerely,

******* ******
Business Response
Date: 02/14/2025
This case is solved.
Customer wanted a replacement PAC without heat.
We sent it and never required her to return the old unit.
Tracking was sent and she said thanks. Haven’t heard from her since.
*** ******************
Initial Complaint
Date:01/17/2025
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 two ScumBusters. Along with many accessories. They sat in my closet unused. When I attempted to charge them they would not charge. Black and Decker said they would replace them and then reneged on agreement to replace. They were not used within a year but as soon as they were opened they failed to work. Ent.
Customer Answer
Date: 01/25/2025
I dont have receipts.
Business Response
Date: 02/04/2025
We contacted the customer and sent her two ********************** & ****************************** scrubbers (since the older model she had was discontinued) as a customer ********************** gesture. They were ordered and sent via *** tracking# 1Z09848W0301650944.
Thank you for your cooperation.
Initial Complaint
Date:01/15/2025
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.
This is to formally file a complaint regarding my recent experience with Black & Decker. I participated in an auction hosted by ****** Auction and won a bid for 14 brand new Black & Decker drill batteries. Unfortunately, I have encountered several issues that have not been resolved despite multiple attempts to seek assistance. Upon receiving the batteries, I discovered that all 14 were non-functional. I reached out to Black & Decker for assistance and was instructed to send the defective batteries back to them. They provided me with shipping labels to facilitate the return. I promtly sent the batteries back to Black & Decker as requested. However, I have yet to receive any replacement batteries. I have made multiple calls to Black & Decker's customer ********************** to inquire about the status of my replacement batteries, but each time I was met with no resolution. In my last communication with Black & Decker, I requested that the defective batteries be returned to me, but I was informed that they could no longer send the batteries back. This situation has caused significant inconvenience, and I am left without the batteries that I initially purchased. I am seeking your assistance in resolving this matter. Specifically, I would like my damaged batteries returned to me so that I can send them back to ****** Auction.
Customer Answer
Date: 01/17/2025
As requested
Business Response
Date: 01/27/2025
The customer returned ************************* & ********************** batteries. As requested, the batteries are being returned to the customer via **** tracking number ******************.
Thank you for your cooperation.
Initial Complaint
Date:01/06/2025
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 tried to contact the business through the proper channels but they won't respond. The tool division also sent an email and they refuse to respond. All I want is the boot replaced.
Business Response
Date: 01/21/2025
DeWalt boots are licensed products manufactured and sold by WIP. This matter has been referred to WIP for handling who acknowledged receipt and provided the below update:
A new pair of boots are being sent to the customer at no charge.
Thank you for your cooperation.
Initial Complaint
Date:12/20/2024
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.
Complaint Title: Dangerous Malfunction of DeWalt Miter Saw and Lack of Response from Customer Support Complaint Details:I am filing this complaint regarding a safety issue with my DeWalt Miter Saw (Model Number: DWS779, Date Code: 2021, Week 29). Unfortunately, the blade caught the rear guard assembly during use, causing significant damage to the blade, blade guard, and rear guard assembly. This malfunction resulted in plastic shrapnel hitting me, creating a serious safety hazard. I became aware of the Safety Recall Notice for DeWalt Miter Saws (The plastic rear guard assembly can break/shatter when struck, exposing the saw blade and posing a laceration hazard.) and attempted to resolve the issue by reaching out to DeWalts customer support team. Despite multiple attemptsincluding several calls, requests for callbacks, social media outreach, and multiple support tickets (Ticket Numbers: ********, ********, ********, 12032373)I have not received any response or assistance. I completed a form submission for the open recall and was shipped a plastic rear guide assembly but this does NOT resolve the damage to the larger tool (including blade, blade guard, and arm) or the fact I was hit in the face with plastic shrapnel. This lack of communication is unacceptable, especially considering the potential danger posed by this malfunction. I am requesting the following resolutions:Replacement of my entire saw.OR Replacement of the damaged blade, blade guard, and rear guard assembly.Desired Resolution: Replacement of the damaged parts or a full replacement of the miter *********** Contact Information:DeWalt Customer Support (part of ***********************
Business Response
Date: 01/06/2025
Ms. ******:
On behalf of Black & Decker (*********. ("BDUS"), and in response to Complaint #********, I write to advise that **** was first notified of this incident by Mr. ******* on or about December 13, 2024 via contact with our Customer ********************** team. Due to the incident involving reported injury, it was escalated to the ***************************** and on December 19, 2024, the PL Department contacted Mr. ******* to develop additional details about the accident and injury and to secure photos of the subject product.
Our investigation found that the blade to lower guard contact was likely caused by the pivot plate s**** not being fully tightened following a blade change. The noted recall issue was not the proximate cause of the accident.
BDUS agreed, as a customer ********************** gesture, to resolve Mr. ******* complaint by replacing his saw with a new model DWS779 Miter Saw along with a new replacement saw blade Model DW3128 in exchange for Mt. *******' support in arranging for return shipment of the accident saw and blade to us.
Should you have any questions, please let us know.
Regards,
**** ******
Litigation Manager
Stanley Black & Decker, Inc.
Initial Complaint
Date:12/09/2024
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 am extremely disappointed in my experience with Dewalts customer ********************** team. I purchased a Dewalt lawn mower a few months ago, which was recently recalled for safety issues. The product is still under warranty. I contacted Dewalt customer ********************** to understand the process and to remediate the issue. After several vague and unhelpful responses from customer **********************, it seems that the only possible solution would be for me to travel to a factory service center. This would involve me taking time off of work and traveling over an hour away. Meanwhile, Dewalt customer ********************** cant even provide me with clear information on if this will actually resolve the issue (or if multiple trips will be required). This is a significant and unreasonable burden to put on your customers for an issue that ********************** caused. I would expect the company to place a higher importance on product safety and customer **********************.
Customer Answer
Date: 12/11/2024
Hi *******, thank you for reaching out. The issue was resolved. We can go ahead and close this.
Initial Complaint
Date:12/05/2024
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 had purchased a Gh 900 grass trimmer a year ago at the end of the season. I didn't use it until the following season when I discovered that the spool that incompeses the whip runs out too quickly. I bought several other spools and the same thing had happened. The spools cost $26. At which point I called the company to explain this and the technician told me that they have been having many of these complaints.when I called customer **********************, they told me that they would send me a new machine and since that time they have sent me 3 machines in total which I've sent back one at a time. That did not resolve the problem. Upon speaking with customer **********************, they told me that they were unable to refund the $100 that it cost for the machine cause the 3 month warranty had run out.I asked for a better upgrade machine of which I would pay the difference and they refused.please help me to secure the $100 refund and I will purchase another machine on my own. thank you for your time
Business Response
Date: 12/12/2024
We contacted the customer who accepted a $100 refund to conclude this matter. Please allow 5-8 weeks to process and receive the refund check.
Thank you for your cooperation.
Initial Complaint
Date:12/02/2024
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 sent in my robot vacuum (iHome) under an accepted warranty claim and it was found by black & decker (parent company) that the vacuum could not be repaired, thus they informed me that they would be sending me a new one. They informed me of the replacement on 10/2/24 and let me know that it would take ***** business days to receive. After several emails back and forth the most I have gotten out of them is an order number (*****), received 11/7/24 after threatening to file this complaint. To date I have received no shipping notification and in my last communication with them they again have told me to wait ***** business days. I believe that its apparent, they have no intent on actually shipping me the replacement.
Business Response
Date: 12/09/2024
Black & Decker robo vacs are licensed products manufactured and sold by Silverpoint Tech. This matter was referred to Silverpoint Tech for handling who provided the below update:
The customer was contacted and it was verified that the product was not a Black and Decker product. Nevertheless the manufacturer is shipping the correct replacement product to the customer by express delivery.
Thank you for your cooperation.
Customer Answer
Date: 12/09/2024

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,

**** *******

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