Complaints

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:08/29/2025

  Type:Product Issues
  Status:

  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 a Jackery Solar Generator 2000 Plus kit on Jul 7, 2025 ($2,569.92, financed via Affirm). The Jul 10 delivery had condition/packaging defects. A later shipment (~Aug 6) arrived with compromised internal cushioning, ***** relabel/exception scans before delivery, and a serial/box mismatch vs the box I had approved. I preserved all items powered off, photographed labels/serials, and kept communications in writing.Return process was unsafe and inaccessible. Instead of one carrier-handled pickup, Jackery instructed me to remove/apply labels and stage heavy lithium-ion cartons for pickup during wide windows. That shifts hazmat handling and liability to the consumer. I disclosed disability and requested basic accommodations: carrier-applied labels, a predictable window, threshold pickup by trained crew with proper equipment, an itemized bill of lading listing serials, and no at-door waivers. These were not provided.Executive conduct worsened it. After I requested business-hours and email-only, the *** messaged near 2 a.m., continued phone pressure after I revoked phone contact, the executive handed my case to a customer service supervisor who later proposed a piecemeal pickup requiring me to strip labels, apply theirs, and leave boxes in an accessible area for a four-hour window. I declined. Items remain preserved and unused.Third-party outcome: Affirm closed the financing dispute on Aug 1, 2025 in my favor (not responsible).*****: loss of use; substantial time/storage managing heavy lithium equipment; missed neurology/migraine appointments; out-of-pocket costs; clinician-directed adjustments to anxiety medication due to incident-related stress; presyncope and GI symptoms; ongoing medical costs. Pattern: repeated label flooding, serial/box mismatch, relabels/exception tags, and refusal to provide an ADA-compliant, carrier-handled pickup. I seek a corrective, safe resolution.

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair 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 bought a Jackery 1000 during Covid as emergency and camping equipment. I didn't need it often, but did the regular use and charging as recommended. I was very happy with it until my latest camping trip which I am in the middle of right now. Last month before i left home i tested it and gave it a full charge. I was really relying on the Jackery as my power sourse for this trip and last week i discovered it could not be started even with tech support. I reached out to customer support and submitted all documents and videos as requested but the only help I received was it is out of warranty! I could send it back for $100 credit or maybe they could fix it and bill me or why don't I buy another one they are on sale right now!! Seriously, for a thousand dollars it should last 5 years! My issue is not the products ability it is its lifespan!! I was given a smaller jackery at the time of this major purchase which I treated the same as the big unit and it runs like a champ. I just Googled what is the life expectancy of a Jackery and it says ***** years. Which I find acceptable certainly not 5!! I hope some resolution can be reached. I really dont take issue with the Jackery ability but I certainly am unhappy with it not lasting for only 5 years.

  Business Response

  Date: 08/15/2025

  Hi *****,

  It was nice speaking with you earlier. Sorry we didn't handle this better when you first reached out to **, but I'm glad we were able to find a positive resolution to this. The replacement unit will be shipping soon to your son's address in **************, since you're still out in ********. As mentioned earlier, please find a local e-waste center to dispose of your defective unit.

  If you need any additional help or assistance, please don't hesitate to reach out to me.

  Ben

• Initial Complaint

  Date:08/04/2025

  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.

  I purchased a Jackery generator and paid through Affirm. The generator was returned under warranty and I was promised a FULL REFUND. Jackery has issued a partial refund and approximately $60 remains on the $800 original purchase. I have tried to contact Jackery many times and have sent about 10 emails. Their responses border on insane with the last one being we can't return any gifts we gave you. This is absurd. I purchased a generator, I returned a generator. I was promised a full refund and expect it. I have also requested multiple times for a manager to contact me. I can not get through to anyone who can actually assist and trust what they say is done. The are now causing me major grief as their is an overdue payment, accruing interest, and I want this resolved. Thank you. And if needed I have back up emails.

  Customer Answer

  Date: 08/07/2025

  Please note that Jackery called me today and resolved this issue.  Thank you. 

• Initial Complaint

  Date:07/21/2025

  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 June 26, I purchased a SolarSaga 40W panel to use with my older Jackery Explorer 500. Product materials clearly implied the necessary DC7909 adapter was includedit wasnt. I also registered a newly purchased Explorer 100, which came with a promised $20 gift card that was never delivered.After contacting support, I was told the adapter wasnt included. I requested it as a goodwill gesture, especially given the missing gift card. Jackery agreed, then subjected me to a week of repeated and redundant demands for serial numbers and receiptsdespite already providing them. After frustrating delays, they finally shipped the adapter.I voiced my dissatisfaction, and a representative offered a free SolarSaga 40W panel to make up for the troublethen quickly revoked the offer once I asked if I should cancel my initial purchase.Attempting to escalate by phone led nowhereno supervisor ever called back. Only after I mentioned contacting the Attorney General did Jackery show renewed interest in resolving the issue. They asked what they could do to make things right. After some thought, I proposed a potential resolution: an option to upgrade my Explorer 500. They agreed to look into it, which discouraged me from taking advantage of Prime Day sales. That offer never came, and Jackery has since gone silent again despite follow-ups.This experience has been a complete waste of time. I feel misled, ignored, and manipulated. Jackerys actions show a clear pattern of bait-and-switch tactics, broken promises, and insincere customer service. Consumers deserve better than this.

  Customer Answer

  Date: 08/13/2025

  To whom it concerns,

  
  

   Please **** this complaint as resolved. Jackery informed me of a rouge support employee I was dealing with and they have resolved the issue by going above and beyond.

  
  

   Thank you,

  
  

   ******* ****

• Initial Complaint

  Date:07/15/2025

  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.

  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 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.

  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 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 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 $3000

  Business 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 to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  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 Issues
  Status:

  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 Issues
  Status:

  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.