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.

  11477 Page Service Dr Saint Louis, MO 63146-3529

• 

  Stanley Black and Decker, Inc.

  319 Oates Rd Ste E Mooresville, NC 28117-7041

• 

  Stanley Black and Decker, Inc.

  8935 N Pointe Executive Park Dr Ste 100 Huntersville, NC 28078-4857

• 

  Stanley Black & Decker, Inc.

  8935 N Pt Exec Pk Dr Ste 100 Huntersville, NC 28078-4857

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:09/15/2022

  Type:Billing 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.

  StanleyBLACK&DECKER Customer NO. ********. ******** *****r:
  
  In early 2021 I placed an order with StanleyBlack&Decker for some file locker lettering. The item was not sent but I was invoiced $39.95 monthly for about 6 months. I repeatedly phoned their customer service reps at. ###-###-####; and ###-###-####; and###-###-####. Infrequently I made a connection at one of the numbers but received no help in getting my shipment. I finally paid the bill to make them go away but I continued to receive the invoices, and no product. Finally one representative on the phone told me she found my order, saw that the item had not been sent and that I had paid them the $39.95 The order was then sent and was correct. At this time I started receiving statements showing I had a $-39.95 billing. I have received that 'credit' billing for the past year until this month when I received an invoice for $-79.90. Over the past year I have made over 20 phone calls to the above numbers but have been unable to resolve this issue. All of my phone calls have been answered 'overseas' and communication has been difficult; polite but ineffective, and of very poor sound quality.
  I have received the product I ordered, and have paid
  SB&D the amount they invoiced me but they keep credit invoicing me, and now the credit amount has doubled this month. I have no idea what they are doing and their customer service service can't resolve it. Please help.
  Thank You, ******** *****r

  Business Response

  Date: 09/21/2022

  A refund check to the customer is being processed, and it will be mailed to the customer within approximately two (2) weeks.

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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.

  Hi,
  
  I purchased a Black and Decker Air conditioner which broke in under a year. According to their warranty (link below and attahced), I am entitled to a replacement or fixed air conditioner.
  h*****************************************************
  
  I called them to claim the warranty and they sent me a shipping label to return the product. I returned the product which they indicated they received on June 30th. They indicated a new one would be sent out in 2-3 weeks (in email i attached).
  
  It's now 11 weeks later, and I still have not received the Air conditioner all the way through the summer. I've called them almost every week waiting over an hour on hold most times. Every time they indicated they've "Escalated" it and tell me to call back at the end of the week, and that they will not refund me either. Since they would not refund me, I could not purchase another unit. I could easily go online and buy a new unit FROM BLACK + DECKER which would arrive in ~2 days so it's extremely unreasonable that they have not replaced my product and also have not refunded me.
  
  I paid for the unit, and I've now returned it to them so there's no way for me to try and recoup my funds or fix the unit or sell it to try and get something from it. So no I neither have the money spent on the unit nor the unit.

  Business Response

  Date: 09/22/2022

  The licensed partner shipped a new unit to the customer, and it was delivered to the customer on 9/21/2022.  

  Customer Answer

  Date: 09/22/2022

  
  
  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:08/31/2022

  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.

  Paid 734.19 on Feb. 18, 2022 thru ******* for a new air conditioner. It was shipped on Feb. 28, 2022. Did not discover it was unable to function properly until July. On July 12 was asked by B & D to send the label on unit, the plug of the unit and our address. The notice stated “it may take 2 -3 weeks upon receiving your item for a replacement item to be processed and shipped.”
  B & D received said plug et al on July 27, 2022. Date as of today is August 30. No item has been shipped nor has the claim been processed at all according to B & D employee. I stated I wanted my money back in email correspondence. It has been refused and now they say oh it is ****** you are in. It will take another 4 weeks to process the replacement. I bought the a/c unit because of company coming this year and because temperatures are rising consistently in our part of the country. I have had to suffer in this heat…my company has had to suffer in this heat and the situation is intolerable. We are all seniors with active health problems. Our health is being endangered…record numbers of heat related deaths are occurring due to this “new” trend in the weather and we are not appreciating the utter futility of buying an useless a/c unit. I would not have bought the unit had I known in the first place that it was made by B&D which has once again proved it is deserving of their bad reputation. Can you please help me to get my 734.19 Canadian refunded so that I may purchase a machine as it does not appear that this company is going to honour their product. We are in another “heat wave” as I write this, I have more company arriving today and the machine has been completely useless for this entire summer. Thank you for whatever assistance you can give us.

  Business Response

  Date: 09/19/2022

  The customer has been sent a replacement via our licensed
  partner. The unit has shipped and is scheduled for delivery to the customer the week of Sep. 20, 2022.

  Customer Answer

  Date: 09/22/2022

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

  Black and decker has sent an air conditioner. The complaint is resolved. Thank you very much for your help.

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

• Initial Complaint

  Date:08/16/2022

  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 reached out to Stanley tools to get to 2 rachet wrenches replaced under the lifetime warranty. I was told I would receive a email that day and would have both sent out to me with in a week. I have called and emailed several times and I'm not getting any response back from the company. I just want my tools replaced or refunded under their life time warranty. The first one is a 89-818 3/8 rachet wrench and the second one is a 1/2 rachet wrench 86-400. I bought them because I thought they would stand behind their tools and apparently they're not wanting to help or work with me with the replacement or refund.

  Business Response

  Date: 08/29/2022

  Replacement unit sent to the customer, delivered on 8/26/22.

  Customer Answer

  Date: 08/30/2022

  
  
  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:08/10/2022

  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.

  To whom it may concern,
  
  I am requesting a refund for today's purchase price of $599.00 for my ****** *** *** Miter Saw due to a recent safety recall. I experienced the failure the recall addresses and I am lucky that I was not injured. When I spoke to the ****** customer service representative today I was told that I would not be able to receive a refund unless I was able to produce a receipt. I am absolutely certain that I purchased the saw however, I no longer have my receipt. Additionally, I am not comfortable repairing or taking the saw to be repaired.
  
  The saw is listed for $599.00 on the *********** site:
  
  ******************************************************************************************************************************************************************************************************************* 
  
  
  Thank you for your assistance.
  
  Respectfully,
  
  -***

  Business Response

  Date: 08/23/2022

  It is our understanding that the customer resolved this issue through the retailer.