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 & Decker, Inc.

  195 Lake Street Division - Stanley Hardware New Britain, CT 06053

• 

  Stanley Black and Decker, Inc.

  1000 Stanley Dr Concord, NC 28027-7679

• 

  Stanley Black and Decker, Inc.

  1820 W Pointe Dr Charlotte, NC 28214-9101

• 

  Stanley Black and Decker, Inc.

  4041 Pleasant Rd Fort Mill, SC 29708-7827

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:04/07/2025

  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.

• 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.

  I purchased a Black and Decker portable air conditioner from ****** on 8/6/2023. In January of 2024, the unit presented an error code that could not be reset. I contacted Black and Decker, who provided a shipping label, and sent the unit in for repairs. Because I run a small business and needed heat, I purchased another unit, expecting to receive my repaired unit in a matter of weeks. Black and Decker provided no updates, so I contacted them again after 6 months. I was told that the unit would be sent to me shortly, and was given a ticket number and told to expect an email. I never received the email or the repaired unit. It has now been a year since I sent in the unit. The case number I was provided is entered below.

  Business Response

  Date: 01/29/2025

  Black & Decker portable air conditioners are licensed products manufactured and sold by ****** ******.  This notice has been referred to ****** ****** for handling who acknowledged receipt and provided the below update:

  We are issuing this customer a refund check.  Someone is contacting her.

  Thank you for your cooperation.

• Initial Complaint

  Date:01/06/2025

  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.

  Late last year I purchased a ********* v20 power washer for $300 plus tax from *** ********, a few months ago the battery cover door broke off at the hinges with little to know force exerted, additionally the pump has ceased working, I contacted ********* support as this power washer has a 3-year warranty, after submitting proof of purchase and all the relevant information and explaining the situation I was instructed by Loraine H. Of ********* support to send the power washer to a completely different state so it could be inspected and evaluated and maybe repaired or replaced, I requested a shipping label and was told that none would be provided and that I would have to pay for the cost of shipping which is almost $200 for an individual to send a parcel of that size and weight to entirely different state, I told them this and asked them why they couldn't provide me with a return shipping label to return the merchandise that I purchased from them back to them which would cost them $4. After receiving no response I sent them another email and said that they could just send me the part and I would fix it myself to which they agreed and instructed me to find the part number on their service net website and then to get back in touch with them and they would get it sent out to me, after giving them the part number I was told that the part was not in stock and they had no idea when they would have another one available and that I would have to pay for the shipping to get my power washer sent to their service center. They are either mistaken or lying as the part is listed on servicenet as in stock and available and I confirmed it via their servicenet chat. Additionally, I just spent over a year and a half attempting to get warranty service on a reciprocating saw that I purchased at Lowe's and finally got them to replace it after much turmoil and arguing and that has failed the second day after I got it and they want me to just send that and pay for the shipping as well.

  Business Response

  Date: 01/21/2025

  This customer has filed multiple warranty claims with Stanley Black & Decker.  We contacted the customer and are sending him a new door, part number ********, for his ********* *********** pressure washer under *** tracking number ******************.

  In order to evaluate the warranty claim for the ********* ******* reciprocating saw, we emailed the customer a return label to return the tool to us for inspection to evaluate the warranty claim.  We will advise once the tool is returned to us for inspection.

  Thank you for your cooperation.

  Customer Answer

  Date: 01/21/2025

  
  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:01/06/2025

  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.

  HI yes I got my ****** power tool combo kit for Christmas and I put all my tools in my bag and somehow it got wet, and now not the very first one of my damn tools is working and I called ****** and there exact words were there isn't anything we can do, I BE DAMN, There is something you can do and will do they will replace my damn tool or every day I will file a complaint with the BBB every single day until they replace my tools and if that don't work they will be hearing from my lawyer ********** is the part number and the date code on the box is 2*** ********* my name is ******* ***** and my address is **** ***** *** ************* ***** and my phone number is ###-###-####, I ain't paid over 600 fucking dollars for my tools not to work. so someone is replacing them or I will sue there ******* ***

  Business Response

  Date: 01/21/2025

  This customer has filed numerous warranty and product claims with Stanley Black & Decker.  In order to evaluate this warranty claim, we contacted and emailed the customer a return label to so he can return the tools to us at no charge so we can inspect the tools and evaluate his warranty claim.  We will advise once the tools are returned.

  Thank you for your cooperation.

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** have done sent it back that why I files a complaint cause this is the second damn tool I have sent back and have not heard a single damn word about before Christmas I sent back my damn 12 itch miter saw and stand back and it's been months since i've heard a damn word from anyone 

  Business Response

  Date: 02/07/2025

  We previously sent a return label to the customer to return the ****** combo tool kit to inspect and review this warranty claim.  We have not received the ****** combo tool kit back from the customer to date. We cannot address this warranty claim until we receive and have the opportunity to inspect the ****** combo tool kit.