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Business Profile

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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

    • 135 total complaints in the last 3 years.
    • 27 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.

    Sort by

    Complaint status

    Complaint type

    • 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.


      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,



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

      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.

    • 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.


      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,



      **** ******

      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.

    • 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.
      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.



      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.

      ****** ***

      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.

      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,



      ****** ***

    • 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.


      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,



      **** ***

      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.

    • Initial Complaint

      Date:04/01/2025

      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 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:
      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.
      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:
      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.



      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,



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

      se, 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

      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:
      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.
      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:
      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.


      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,



      **** ***eplacement 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.

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

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