Electronics and Technology
Jackery Power OutdoorsThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Electronics and Technology.
Complaints
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/15/2025
Type:Product IssuesStatus: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.
Solar Investment Sabotage Complaint Summary (Full Documentation Attached)In JuneJuly 2025, I attempted to build a scalable off-grid solar system (~200kWh storage / ~18kW generation). My purchases were disrupted by misrepresentation, mishandling, and refund failures from multiple companies.?? Jackery Inc.:Promo bait-and-switch (EXTRA7 coupon + Explorer 300 gift swapped without notice)Prime Day cart locked mid-purchase due to payment limits Later offered $1,872 off then denied the offer despite screenshots Forced cancellation triggered system-wide losses ?? ***** (July 5 Incident):I signed to refuse delivery of Jackery's 5kWh unit Left town July 58; package marked as delivered anyway Item missing on return, claim submitted, no response Damaged refund timeline and credibility ?? ******:Locked Prime account late June with no notice Lost access to solar deals and $100 gift card Credit card canceled, triggering a hard inquiry hit ?? OffGridStore:Shipped 12 non-UL batteries ($9,787) not compatible with net metering Charged $1,780 restocking fee when attempting return This isnt a scattered complaintits a single system collapse caused by overlapping corporate failures. I attached my full PDF including receipts, timeline, financials, and screenshots. I request mediation for pricing, refund failures, delivery error, and credit damage. I planned carefully. They failed consistently.Business Response
Date: 07/18/2025
Hi ******,
Glad we were able to speak. I look forward to making this right for you and ensuring you get what you wanted and the price you were supposed to have gotten from the start. I'm sorry it took this long for us to find a way to connect and to find a resolution.
Let's stay in touch via email.
Ben
Initial Complaint
Date:07/11/2025
Type:Customer Service IssuesStatus: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.
My Jackery unit wont charge. I supplied everything Jackery asked for and did all the troubleshooting. Now customer service is unresponsive and when they do respond its to say I havent responded which is completely untrue. I have multiple emails to show what Ive sent.Business Response
Date: 07/23/2025
Hi *****,
Sorry for the poor service you had received from our customer service team. You had originally reached out to us on June 28th stating that your Jackery will not charge. You had provided us with images of your unit and its serial number; thank you for that, btw. On June 30, we sent you some troubleshooting steps and also requested for your order number so we could process an *** to warranty your unit, if needed. We did not hear back from you until July 4, when you responded to our automated email asking you if your issues had been resolved. It wasn't and we know that, but without a proper order number, there's very little we can do. It wasn't until July 11 that we received an inquiry from ******; please see attached screenshot. Once we received that inquiry through ******'s system, we processed the *** immediately on July 12 and provided you with a prepaid return label. You dropped off your defective unit at ********* on July 16. We received it on July 17 and our warehouse processed a replacement unit by Monday; the label was created on Friday July 18 but wasn't handed over to ***** until Monday July 21. Currently the replacement unit is scheduled to be delivered tomorrow, Thursday July 24.
Again, I'm very sorry for the lackluster service you had previously received and I hope the replacement unit you're getting tomorrow functions the way it should.
If you have any other questions or concerns, please do not hesitate to reach out to me at our toll free line, ************. Just ask for *** if you'd like to speak to me directly.
Ben
Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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 purchased the Jackery Solar Explorer 2000 Plus and companion battery, along with their certified solar panels (400W total), for off-grid use. Under normal sunny conditions, the system fails to fully charge even when powering just a small refrigerator. I also purchased additional 450W third-party panels and their proprietary adapters, but Jackerys system failed to support them despite misleading impressions from their marketing.I contacted support multiple times, and their only resolution was a 5% discount on additional Jackery panels no technical support or product fix. Their own response acknowledges issues with compatibility and communication, but offered no actual solution beyond a vague consultation.This system does not meet performance expectations or the marketing claims. I am requesting a full refund.I purchased this system on ****** on March 21st 2025 for just over $3000Business Response
Date: 07/08/2025
RE: #********
Had a pleasant conversation with ***** and was able to find a mutually agreeable resolution. Processed a price adjustment to the original order on ****** and sending some cables/accessories first thing tomorrow. If anything is needed else please feel free to reach me at ************************************************************************.
Ben
Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:02/27/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 jackery 500 from Jackery as insurance Id have back-up power in the event of a power outage for my wifes Oxygen machine as I live in a hurricane prone area. Ive only used the unit twice, before it was completely dead and would not charge. Fortunately, I have a Jackery 1000 and a jackery 240 that work flawlessly.Unfortunately, the Jackery 500 is unusable. Ive contacted Jackery for assistance on what may be the problem and they asked me to produce pictures and videos, which I did along with pictures of the serial number and a video of me trying to charge the unit. I havent been given a response as to how to correct the problem, although ***** from hello Jackery did respond twice asking for more information. Ive given them all the information I had and have even filled out the warranty on all the Jackery products Ive purchased over the years, close to $2500.00 worth of Jackery products.I had hoped to get an answer concerning my initial request on how to re-boot or whatever it takes to get my product running again.Please let me know if you need any additional information.Initial Complaint
Date:01/17/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 incurred over 1k to **************** ************ (*** -electrician) to verify.I accept my cost for buying another wifi due to my Orbi only has 5g ************************ requires 2.4g, this was necessary because the Bluetooth *****, very spotty, constantly disconnecting, well, were I live, the internet runs with the power lines, so when power is out, so is internet. Customer support, lack of tier 1 support knowledge, failure to escalate has cost over 1k to ****************, beyond frustration with calling & no answer to calling then waiting 30+ min. - mine & electricians time. Nowhere in the documentation says, YOU MUST install Jackery ************ how to connect 2 breakers 240v ****** is how to turn on. Tier 1 support knew nothing & wasted hours of ***** time on my dime. Circuit 8 does not appear or has power on the smart panel. Jackery hopes the update on 23 Jan will fix it. Either way to pay an electrician to remove the Jackery panel due to faulty hardware is over 1k. Just insane & costing me thousand(s)!Initial Complaint
Date:01/10/2025
Type:Product IssuesStatus:UnansweredMore 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.
Purchased the Jackery Explorer 5000 Plus 1 on Black Friday 11/29/24 and my credit card was charged on 12/2/24. I didn't receive any shipping notifications and felt some buyers' remorse so I emailed customer service on 12/11/24 to see if I could cancel the order. I received an auto-bot response that same day saying that my order had already been fulfilled and shipped (despite not receiving any notice), but that I could refuse delivery or ship it back for a refund. I received a package on 12/14/24 and decided to keep it but crucially didn't open it until this past week, when I went to charge it because of the wildfire situation in *******************. I realized then that I had only been sent the transfer switch and not the actual Explorer 5000 Plus. The packaging was also misleading because it has labels for both the generator and the transfer switch on it. I emailed customer service on 1/7/25 and received the following response on 1/8/25- "We'll ask our warehosue staff for further help. If any information is updated. we'll let you know. If you have any further questions or concerns, please feel free to contact us. Have a great day!"It is now 1/10/25 and I've sent another email asking for more information given that I never received the product. To this day, the order status on the website shows only that the order was confirmed and that I would receive an email when it is shipped. My plan is now to dispute the charge on my credit card, but I wish I had read these BBB reviews and hope that my case inspires caution for any other consumers. The lack of communication, the failure to indicate that I should be receiving TWO shipments for the separate pieces of equipment, and the poor customer care to address this issue are huge red flags.Initial Complaint
Date:01/10/2025
Type:Delivery IssuesStatus:UnansweredMore 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.
1. Jackery Power Outdoors shipped a Jackery 3000-Pro solar generator. This generator proved defective - unable to charge - based on their own test criteria.2. A scheduled pick-up for 3Jan25 was made with a delivery company - ************. This was after initial Jackery scheduling with ***** Ground, which was impractical given my island location and distance to return Generator to ***** Ground distribution center.3. ************ picked up the Generator at 5:30-pm, 3Jan25 as scheduled by this firm. This firm previously contacted me with valid pick-up order and had me sign for their pick-up.4. Jackery has such poor records that it does not even know within their management who re-schedule company pick-up; when it was picked-up, etc - even after providing this information to them via email. 5. They are now refusing to send a replacement generator until they get the defective unit back, despite continued phone calls this week. Getting the replacement back seems to be the Jackery Power Outdoors company responsibility, which they seem incapable of handling at this point. Awaiting another return phone call after they "investigate" the issue.6. I have paid for a FUNCTIONING JACKERY 3000-Pro Generator. It should not be my responsibility to deal with shipping issues, having properly return the defective unit.Initial Complaint
Date:01/06/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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.
- In June 2024, I was solicited by Jackery to take part in a marketing campaign where I would purchase one of their portable power stations and Jackery would reimburse my cost upon verifying my purchase and reviewing that product.- Dates of the issue ran from June 18 to September 13, 2024.- On July 2nd 2024, I paid $719 for the Jackery Explorer 1000 Portable Power Station on Amazon.- I dealt primarily with a person named 'Melody' (possibly Marketing), as well as several customer service representatives.- This issue did not involve a contract, but I acted in good faith, based on Jackery's communications with me and their professed offer and commitment.- After multiple communications by email and phone over three months, Jackery has reneged on their offer and commitment to provide resolution and has not reimbursed my cost.Initial Complaint
Date:12/30/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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 November 29, 2024 I purchased a Jackery Explorer 5000 Plus - Explorer 5000 Plus (10kWh) + Smart Transfer Switch and a [Add-on] Jackery Battery Pack 5000 Plus. Clearly a very very costly order. Well it now December 29th and I still have not received my main unit therefore I cannot have it installed in my home. I took work leave and flew from ***************, ********** to my home in ** just so I could receive the package and have it installed because of the listed delivery date of 12/20/2024. Well I cannot wait any longer Jackery. This has been very disappointing and upsetting that you still have not made this right where I am continuously questioned now by my circle of peers and family about this transaction I had been positively talking about for weeks. A purchase of over $7,000, you are staining your reputation not just with me, but my circle of family and friends, where some have already mentioned corporate greed thieves and the possibility that your lack of immediate action on this package stuck since the 20th of December, 2024 could indicate deliberate intent on your behalf. Your failures and poor logistical operations management, and action on behalf of your customer relations team has now cost me a substantial amount of travel expenses and work leave days. I now have to fly back to ********** for work and revisit this disturbing purchase issue when I receive contact from you or my credit card company to settle this case.Initial Complaint
Date:12/14/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
model 500 is broken. Explorer 240 shuts off. Explorer 1000 managed to run 5 cup coffee pot, and hair dryer, using almost half of 100%.All this time, never used them, to depend on my $800.00 purchase only to find this unreliable backup during an SDGE power outage.Disappointed.
Jackery Power Outdoors is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.