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Stanley Black & Decker, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 36 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Answered
      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 don't remember the date of transaction or even the location (probably ******* toward the end of 2024).

      I bought one of their crappy irons. It's been sitting in the box.. completely new, still in the wrappings. I finally needed to actually use it and it doesn't work AT ALL.

      I tried calling the customer line and of course it's not open = COMPLETELY UNWILLING TO HELP.

      So tired of being ripped off by horrible companies like this one.

      Business Response

      Date: 07/08/2025

      Black & Decker irons are licensed products manufactured and sold by ******** ******.  This matter was referred to ******** ****** who confirmed they are handling this matter.  ******** ****** advised the matter has been resolved with the customer by sending him a new product.

      Thank you for your cooperation.

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 *** ******** push mower died. Craftsman will not sell me the control board part that is needed for repair. They just say that it is not available for sale on the marketplace even though this mower is still being built and sold on a daily basis. After a week of emailing with customer service on this issue they have now went dark and will not respond to my initial request ticket. I have since opened six more request for help and they will not respond to any of them. This problem with the control board is well known to Craftsman but they continue to sell the mower with a part that will burn out. Reviews of this same issue are on *******, on Craftsman's own website reviews, and on ****** website reviews. They know this problem exists and then will turn their back on the customer by not allowing the customer to be able to purchase it.
      Initial Request #******** - has went dark
      Request # ******** - no response
      Request #******** - no response
      Request #******** - no response
      Request #******** - no response
      Request #******** - no response
      Request #******** - no response

      Stay away from this mower because it will become a boat anchor if the control board burns out.

      Business Response

      Date: 07/03/2025

      We contacted the customer and sent him a new Craftsman lawn mower to resolve this matter.  The order was shipped and delivered via *** tracking number ******************.

      Thank you for your cooperation.

      Customer Answer

      Date: 07/07/2025



      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:06/09/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 understand that Stanley Black & Decker bought out Craftsman Auto, (******* *** ***** *** ******* **) which is why I am directing this complaint to you.

      I have been embroiled in a long problem with Craftsman. I bought the Auto Assist tool two years ago and found out that Craftsman removed the necessary app from the mobile app stores. I cannot use the Auto Assist without the mobile app. I attempted to email Craftsman's customer service email: ************************ and *********************. They have not replied to my issue-they have ignored me. I sent the product by snail mail to the *** ***** *** ******* ** address for your reference. No one at Craftsman has replied. In essence, they stole $60 from me and provided zero customer service. I no longer have the receipt so I cannot return the product.

      Business Response

      Date: 06/23/2025

      As requested, the customer is being issued a $60 satisfaction refund.  Please allow 4-6 weeks for the refund to be processed.

      Thank you for your cooperation.

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 bought a Dewalt cordless screwdriver ******** on July 5, 2024 from Amazon.ca. The gyroscope no longer functions properly and it is useless as a power screwdriver. I registered my complaint with the company and they sent me a link to solve this problem. Suffice to say nothing worked and I reported that back to them. I never heard back and ****** can’t help me. I would like them either to repair, replace or refund it.

      Customer Answer

      Date: 06/11/2025

      I have received a replacement. Thank you.

    • Initial Complaint

      Date:05/22/2025

      Type:Product Issues
      Status:
      Answered
      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 sprayer that would not work right out of the box. When I contacted the warranty department (Jireh Mae E*****) I was told they would help me, but I was told they could not and I had to contact a company about sprayers.

      Business Response

      Date: 05/23/2025

      Please provide the brand and model number of this sprayer for identification purposes, so we can respond accordingly.

      Thank you for your cooperation.

      Customer Answer

      Date: 05/24/2025



      Complaint: ********



      I am rejecting this response because: I have submitted the requested information more than once. They already have it 



      Sincerely,



      **** *****

      Business Response

      Date: 06/12/2025

      This warranty complaint involves a licensed Craftsman sprayer that is manufactured and sold by the ********* *****.  This matter has been referred to the ************ ***** for handling.

      Thank you for your cooperation.

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      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.
      13 amp 20 inch model ******, Electric corded lawnmowers are built with inferior motor bearings that fail with normal use. I have used 2 of these mowers & both failed within 12 months of use. There are hundreds of complaints with the very same issue & Black n Decker has no solution and refusing to replace/refund.

      Business Response

      Date: 06/03/2025

      We contacted the customer who accepted a new B&D ****** lawn mower to resolve this matter.  The lawn mower was ordered and shipped via *** tracking number *******************

      Thank you for your cooperation.

    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ****** Electric Lawn Mower on 4/23/2022.
      It comes with a 3 year warranty.
      Last year one of the two batteries failed and ****** (brand owned by Black and Decker) replaced the battery under warranty.
      The second battery has now failed.
      I contacted ****** (Black and Decker) on 4/9/2025 and after some discussion, they agreed to replace the second battery under warranty and promised delivery in 2 weeks.
      After 2 weeks, the battery has not arrived, so I contacted ****** again. ****** said, "The order is still being processed" and refused to provide a tracking number or estimated delivery time.

      Business Response

      Date: 05/13/2025

      We contacted the customer and sent him a new battery as requested.  The customer’s order
      ********** shipped via *** tracking number is ******************.

      Thank you for your cooperation.

      Customer Answer

      Date: 05/14/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********.  Black and Decker did finally mail me the warranty battery and so my complaint is satisfactorily resolved.  Thank you for your help.



      Sincerely,



      ******* *******

    • Initial Complaint

      Date:04/21/2025

      Type:Product Issues
      Status:
      Resolved
      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:
      Answered
      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:
      Resolved
      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,



      ****** ***

    Stanley Black & Decker, Inc. is NOT a BBB Accredited Business.

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