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:01/10/2025

  Type:Delivery 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.

  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 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.

  - 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 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.

  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 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.

  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.

• Initial Complaint

  Date:12/07/2024

  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.

  Transaction on Nov 30th 2024:Jackery applied my 15% military discount to the holiday sale during checkout, but did not honor it post purchase (ignoring the agreed upon transaction price and taking an excess of $483.31 from my card after I hit pay); My cart total was $2512.10 but they sent an order confirmation invoice for $2955.41.The California ********************** Code 12024.2(a) states, it is unlawful to charge customers an amount greater than the price displayed/posted, advertised, or QUOTED for said item. Jackery is in direct violation of this Law. I immediately contacted customer support, via email, with proof of the overcharge, and after a week of back and forth Im stuck with the wrongful charge. While theyve apologized for the confusion and frustration caused, they still refused to refund the amount; instead offering a 5% discount on this (or any future) purchase. After my initial email, the company could have terminated the sale, in light of the error it acknowledged to make. At this point, Im Ill be returning the Solar generator kit for a full refund. This report is for transparency sake, in hopes no other customers are affected.

• Initial Complaint

  Date:11/16/2024

  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.

  The Jackery 3000 Pro has a few fundamental issues that the company is not taking ownership over. This feels almost like false advertising. Here are 3 of those issues:1. Most bluetooth devices in the market auto-reconnect when back in range. **. - My Airpods reconnect when I'm in range and using them.- My Dometic fridge reconnects and I can see fridge temps when I'm in range with the app.- My truck reconnects bluetooth when I'm in range and music plays via truck.- My govee smart thermostats connect whenever I'm in range.The Jackery 3000 Pro does not auto-reconnect when back in range. Two buttons have to be held down to reconnect the Jackery 3000 Pro with a phone. I have exchanged dozens of emails about this with Jackery over the past 1+ year. I have researched this issue with thousands of customers. Many have expressed frustration over this. I have given Jackery every chance to rectify this issue. 2. Jackery app auto disconnects the user after a period of 1-3 weeks. The ********************** app cannot be used without an Internet connection to log back in. This is unnecessary for a simple bluetooth device, an account is not needed.There are 13+ articles on the Jackery website boasting how it's the best for "off grid" usage yet, randomly between 1-3 weeks, the Jackery app logs out the user and they're required to log in to connect to the Jackery device. 3. Related to the above, the Jackery device cannot be unpaired without an Internet connection.I have proof of all of these issues. Several screen recordings, dozens of emails with Jackery, dozens of emails across various social media communities. Jackery needs to be held accountable to the possibility of false advertising: their unit is not designed for offgrid use.Jackery can likely fix all these issues with a firmware update. Yet after over a year of my communication with them, they have not. I have names, dates, and records of everything and am willing to share with any interested parties. This is unacceptable.

• Initial Complaint

  Date:11/13/2024

  Type:Delivery 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.

  The company charged over $5K to my credit card for the purchase of a solar generator that wasn't going to be shipped for 3 more weeks. I have a balance on my card that I'll have to pay without even getting the product. I've never experienced anything like it in all my years of online ordering. I was told my the representative I spoke to, "that's just the way the system works." I canceled the order immediately on the phone, but have yet to receive the cancelation confirmation showing the charge will be reversed. If I end up with a service charge on my credit card, I'll be filing another complaint. Order #US234467.

• Initial Complaint

  Date:10/07/2024

  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 purchased a Jackery SolarSaga 100 solar panel (Oct 3, 2021) to recharge my Jackery Explorer 500 power station primarily when camping. I thought I was buying from a reputable ***************** At first, I was satisfied with the performance of both items, and Jackery seemed to stand behind their items by providing not just a 2- but a 3-year warranty. The Jackery monocrystalline solar panels are stated to last between ***** years. My SolarSaga 100 solar panel failed to provide power to the Explorer 500 power station or to my cell phone on September 6, 2024. I tried connecting the Explorer 500 to the SolarSaga 100 several more times with the panel in full sun. The input light on the Explorer 500 power station does not come on and the display indicates 0 ***** input. When plugged into a vehicle outlet, the Explorer 500 power station receives full input power, so the issue is with the solar panel. Prior to the date of failure, I used the SolarSaga 100 approximately ten times to recharge the Explorer 500, and there did not appear to be any issues those times. I see no cracked panels or broken wiring and the center pin on the connector is intact. I have not abused this item in any way. I contacted Jackery first on September 13, 2024 within the 3-year warranty period. Since this unit failed within the 3-year warranty period provided by Jackery when I registered my SolarSaga 100, a repair or replacement of the failed unit is in order. Note that the registration and extended warranty required that I provide the place of purchase and order id (copy ********************************'s customer service told me to go to ****** for a replacement, and ****** told me to go to the manufacturer, Jackery. I have now contacted Jackery via email multiple times since September 13, 2024, and it is now Oct 7, 2024 with no resolution. I can get no action from ****************************** email center.

  Business Response

  Date: 10/11/2024

  Hi Michelle,

  My name is Ben and I'm with the customer service team at Jackery. I'm very sorry you were directed to Amazon for support when we should have handled it ourselves. I will locate the email thread you had with our team and will make this right. 

  Again, I apologize for any inconvenience this has caused you.

  Ben

• Initial Complaint

  Date:08/24/2024

  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.

  I ordered a portable power supply and financed it with affirm. After several days I was informed they could not ship to my Po box . Well they could but would require additional packaging but they refused. I ended up with a $17.67 finance charge. I feel they should pay that charge because they knew when I ordered that they would not ship. They offered a carry bag for the product as compensation, which is of no use since since I don't own one

  Business Response

  Date: 08/26/2024

  Hi ******,

  I'm sorry for the poor experience you've had with your Jackery order. We use ***** Ground exclusively to ship our power stations and unfortunately ***** Ground does not deliver to PO Boxes. When we receive orders with PO Boxes for shipping addresses we make ever effort to reach out to obtain an updated physical address so we can fulfill our orders. If this was not done, I truly apologize. Do you mind sharing your order information so we can look into this further? Please reach out to our support at ****************************** and someone will take care of you.

   

   

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22191981
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/20/2024

  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.

  Purchased a Jackery 600 Plus Portable Power Station through Amazon Canada and it was delivered July 23, 2024. Advertised as being able to be charged by my car, it did not come with a car charging cable. The charging cables for my previous 2 Jackerys do not charge the unit. Initially I spoke with a customer service person last week who could not tell me why the unit would not charge with the cables. I attempted to purchase a car charging cable through her, paid the invoice she sent, however there are no car charging cables available. In all of ************* there are no car charging cables available. I absolutely need a power bank that I can charge by my vehicle for medical equipment which is absolutely required every single night. I live in *************** and very seldom can access 110V power, and then it is expensive to use. The customer service person that I spoke with today assured me that he would not only solve the problem and find the necessary parts but that he would definitely call me back this afternoon. He has not called. I have had the unit for less than 30 days. I want Jackery to refund the money that I paid for the unit and send me a shipping label so that I can return it to them. I also want a refund for the money for their non-existent car charging cable that I paid for,

  Business Response

  Date: 08/21/2024

  Hi ***,

  Sorry for the poor experience with your purchase of the 600 Plus. I understand you spoke to one of agents, *******, who has reassured you that we will be sending the car charging cable that's compatible with the 600 Plus. If you need anything else please let us know by replying to the email thread we currently have open with you.

  Ben

  Customer Answer

  Date: 08/21/2024

  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,
  
  *********************