ComplaintsforBlack & Decker (U.S.) Inc.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Black & Decker Dustbuster vacuum on ******. Almost exactly one year later, it stopped working. I submitted a complaint online to Black & Decker but I’ve had no response. Previous handheld vacuums that I have had and that I know others have had have lasted years and years. Are they deliberately making products that don’t last long so they can get you to either pay for a warranty or buy another? I want them to repair it and return it to me or send me a new one. It should’ve lasted much longer than one year.. Because I purchased it on ****** and I live now in Mexico the price I paid was much higher than if I had purchased it in the US. It totaled about $90. Please help..

  Business response

  02/27/2024

  The ****** purchase receipt provided by the customer has no name or address, and the price is not correct.  We contacted the customer and requested a photo of the product and date code, as well as an address in the United States (since we cannot ship an order to Mexico).  Upon receipt of this information, we will send the customer a new B&D CHV1410L as a customer service gesture.  We are waiting to hear back from the customer.

  Customer response

  02/28/2024

  I have since supplied the information requested by Black and Decker. I had trouble finding the date inside the machine but eventually got help opening it. 
  Moreover, I did ultimately send then the contact of a local shipping service but am now canceling that contact and sending another here  as I have friends coming from the US to where I live in Mexico and can bring the new machine to me. So they should send the machine To me, ****** ******, care of ***** ******, **** ********* Road, Bethesda, MD 20816

  Business response

  03/04/2024

  We contacted the customer and confirmed the order for the new unit was already place and scheduled for deliver via *** tracking# ****************** to the first provided address:  Mini Express for ****** ******, **** ****** **., Laredo, TX 78064.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been calling the black and deck customer service for over 2 months asking for warranty replacement for my cordless vacuum they keep saying they will notate. I have asking for over 2 months for a high entity person from black and decker to contact me but no one has. I asked for a free upgrade since I mentioned the vacuum is such a low power and I have to go over the same area multiple times and finally it doesn’t clean well. They say some manager or supervisor is reviewing your case. I have been indicating to them black and decker is beyond multi trillion company and it doesn’t have 100 no 1000 no 10000 nor 100000 manager, supervisors or above entity people to help people.

  Business response

  02/02/2024

  We contacted the customer who accepted an upgraded B&D BHFEA640WG vacuum to resolve this matter.  Order has been placed.  Customer will receive it shortly.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Dewalt chain saw that does not work. I contacted Dewalt support over a week ago to find a resolution to this issue and have not heard back from them. When I contacted a live representative they were not at all helpful and ended the conversation with me without warning and without helping me resolve anything. This is poor customer service and I still need to find a resolution to this faulty product.

  Business response

  02/01/2024

  We contacted the customer who agreed to a $549 refund in exchange for the returned DeWalt chain saw.  A return label has been emailed to the customer to return the chain saw.  The refund check will be sent upon receipt of the returned item.

  Customer response

  02/05/2024

  
  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

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a BLACK+DECKER Small Portable Washer for household use from ****** on February 23, 2023 for $248.81 . Unfortunately, in November 2023, the lid sensor malfunctioned. I promptly contacted the warranty number provided in the manual, and they requested the cut plug, serial tag, and proof of purchase. Having complied with their requirements, I sent the necessary information. On December 28, 2023, I received an email with a tracking number, stating that the replacement unit would ship within 10 business days, with an estimated delivery time of 5-7 days. However, despite the label being created, ***** has not yet received the product for shipment. Concerned about the delay, I contacted the warranty line again, only to be told that I would need to wait another week for any updates on shipping. With no progress after the additional week, I called again on January 22, 2024, and was informed that I would have to wait an additional six days for the ticket to be escalated. This ongoing delay has been frustrating, especially considering I have had to spend money at laundromats while awaiting the replacement unit. I chose BLACK+DECKER due to its well-known brand reputation, but this experience has left me thoroughly dissatisfied. I simply want my replacement unit so I can resume doing my laundry. Ticket #*****

  Customer response

  01/31/2024

  My issue has been resolved and my replacement unit is set to arrive per ***** by Friday 2/2/24. Thank you! 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Model Number: BHDC201 I bought a space heater about a year ago. However, the plug seems to be faulty as only one part of it was connected. When I reached out to the customer service representative, l was met with combative behavior. I asked to talk to a supervisor, but the representative told me that it was against company policy. After repeating my request multiple times, she hung up on me. When I called back to confirm if this was truly the company's policy, Andrey informed me that I needed to locate my receipt and contact ******.

  Customer response

  01/24/2024

  I do not have the reciept. I have the unit that I can send back in its original box. I’m willing to send the unit back at my own cost. 

  Business response

  01/31/2024

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

  Customer response

  01/31/2024

  Complaint: ********
  
  I am rejecting your response because I have still not received a replacement for the defective heater. I have kept the defective heater to return. From the beginning, I made it clear that I didn't have the receipt. However, the first email that Equity sent requested a receipt. I then reiterated that I didn't have the receipt, but instead of addressing my concern, I was blatantly ignored. The customer service that I have received so far is terrible. I have been a loyal customer of Black and Decker for many years and have always been satisfied with my purchases until this incident. I have spent hours on these requests for a defective heater that could have caused damage to my home and electrical plug. I purchased this model from ******, and it is still being sold there. The product carries the black and decker name. This claim should not be closed until I have been fairly compensated for the loss I have experienced.
  
  Sincerely,
  
  ********* ******

  Business response

  02/05/2024

  B&D space heaters are licensed products manufactured and sold by ****** ******.  This warranty complaint was forwarded to ****** ****** for handling who acknowledged receipt and provided the below update:

  Customer received a new replacement without proof of warranty via ***** ************ delivered on 1/31

  Customer response

  02/05/2024

  I would like to add some additional remarks. I am closing out the claim because I have received the heater. However, I was not informed in advance that a new heater was being shipped to me. I understand that this is part of the licensing agreement. I have purchased many Black and Decker products before and they have always performed well. I have a vacuum cleaner and a few other household appliances that I still use to this day. Recently, I have been considering purchasing the cocktail drink maker that your company sells. However, the service provided by your licensee has been subpar, to say the least. They are exploiting your good reputation. If I had not made this complaint, I would have thought that this was the type of service that your company condones. What was the point of asking me those questions if they were just going to send me the heater anyway? I would kindly request them to inform you of when I was notified that a replacement heater was on its way. Thank you for your support in this matter.
  

  Customer response

  02/09/2024

  
  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,
  
  ********* ******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Black and Decker portable air conditioner on 9/5/22. It stopped working in July 2023, and was still under the 1 year warranty. I filed a claim with the company under ticket #*****. Per their request I shipped the broken unit to them. Given the weight and size of the unit, this was not easy or convenient, but I did it almost immediately as instructed. Black and Decker confirmed they received the broken AC unit in the end of July 2023. I was told a new unit would be shipped within 2-3 business days, or 2 weeks maximum. A replacement unit has never been sent to me. I've contacted their support line at least 6 times since then. Each time I was told they would resolve it and send the replacement unit, and I should call back in a week if the unit tracking is not sent to me. Each time I called back, nothing had changed. It's been almost 7 months, and they still have not resolved this issue. They've refused to escalate the issue to management, and they've refused to issue a refund if they are unable to provide a new unit. I would like a full refund as they have not been able to honor the warranty.

  Business response

  01/29/2024

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a DW735 dewalt planer not even 2 months ago, I called into there customer support and continued to get the run around, telling me to talk to this person or that person. Eventually i had someone tell me they would send me a NEW planer and they said they needed to put me on hold while they process it. 10 minutes later i was transferred to a different service rep who had no idea what was going on. I then had them tell me to drive 1.5hrs to drop my planer off, and then they would repair it and have me pick it back up, im not driving that far for their issues. Ive had issues from the moment i opened the planer. They then said i could send it back and wait 4 weeks for them to send me it back. This is incredibly frustrating, ive been loyal to dewalt for 10yrs and have 20 other tools from them, which means nothing to dewalt, they dont care about your loyalty, just your money. I need this planer to work now, i am trying to finish my daughters room so she actually has a room to sleep in. Today i threw the planer away (that I spent almost 600$ on) and on payday i will be buying a DELTA PLANER that will be almost 200$ cheaper! BUYERS BE WARNED. As of today i will officially be transitioning to Milwaukee. I understand sending it in and waiting 4 weeks if this was even a year old, but its 1.5months old and issues straight out of the box. Horrifying quality from a brand that charges TOP DOLLAR for what you would expect to be top tier product.

  Business response

  01/10/2024

  Thank you for contacting Stanley Black & Decker.  We apologize for any confusion.  Our records show this customer contacted us about a DeWalt DW735 planer.  Given the size of this bench tool, the customer was referred to a Factory Service Center so the planer can be inspected to determine if it is covered under warranty.  We did not offer to send the customer a new replacement product.  The customer was offered to be sent a prepaid return shipping label to ship the tool to the Factory Service Center at no charge.  The customer did not respond to us (with their requested address) about the return shipping label.  At the customer’s request, we will send a return shipping label so the DeWalt DW735 planer can be sent to a Factory Service Center for inspection to determine if the product is covered under warranty, though it sounds as if the product is no longer available.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Black and Decker Portable Air conditioner/heater unit, white w/remote control 12000 BTU, order #******************* from ******.com. It was received on 07/21/2023 and around 08/25/2023 the unit stopped working (unit blew the circuit and then would not turn on even after repairing circuit and trying a different one.) It was a couple days over the return date to return it to ******, so I contacted Black and Decker and was told it was under warranty and they provided a return shipping label to return the unit to 132 3rd Ave., Patterson, NJ 07154, 1-800 544-6986m ticket #*****. Merchant received return on 09/05/2023 and I was told it would take 10 days to 2 weeks to be processed and shipped and I have yet to receive a replacement unit. I've phoned numerous times, each time being promised a unit will be mailed by the end of next week and one time I was told that they didn't have that model, but would send a different unit instead, still nothing has been sent to me. I also had my ******* *** credit card get involved and they issued me a refund, however it was reversed when ****** disputed the claim. That case #*************** was with ******* ***, P. O. Box 30279, Salt Lake City, Utah 84130-0279. The letter I received from ******* *** stated that I could continue this dispute by providing additional information by 12/25/2023. I am a florist and this is my busy time of the year, I have not had time to provide any additional information. I am out of $379.99 and I have no product. I hope you can help settle this issue with the Black and Decker air conditioner/heater unit. Thank You!

  Business response

  01/09/2024

  Black & Decker portable air conditioner/heater units are licensed products manufactured and sold by Equity Brands.  This warranty complaint has been forwarded to Equity Brands for handling.

  Equity Brands acknowledged receipt they are handling this matter and provided the below update:

  Customer contacted and unit shipping on ***** tracking ************.

  Customer response

  01/09/2024

  
  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,
  
  ***** ******

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product: BLACK+DECKER Small Portable Washer, Washing Machine for Household Sold By: Amazon.com Services, LLC. Purchase Date: Feb 8, 2023 The product has been used for less than a year. It is making very loud noises and is moving around when in operation. I've contacted BLACK+DECKER to resolve this issue but they forward my inquiry to a different company, * *********** and they don't even have their phone turned on. I have followed every troubleshootings it has on its user's manual and have searched online to fix the issue myself but I wasn't successful. The product is still under warranty but it seems like there's no way to file a warranty claim. Please reach out to me if anyone from BLACK+DECKER can read this complaint.

  Business response

  01/05/2024

  Black & Decker portable washers are licensed products manufactured and sold by ****** ******.  This complaint has been forwarded to ****** ****** for handling.

  ****** ****** acknowledged receipt they are handling this matter and provided the below update on 1/3/2024:

  We have left customer 3 voicemails with no reply as yet.
  Will update once we have communicated.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a coffee pot from black and decker..it only worked for about a week ..called customer service to try to get a replacement was told there would send and e mail link to take a picture of cord being cut and they would process warranty and replace the coffee maker ..after repeated calls to them no email was ever sent and just getting the run around...I want my money back at this point so I can get a new coffee pot...black and decker customer service is stacked with a bunch of liars...thank you

  Business response

  01/05/2024

  Black & Decker coffee pots are licensed products manufactured and sold by ******** ******.  This complaint has been forwarded to ******** ****** for handling.

*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. ↩