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:07/22/2024

  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.

  On July 18, I purchased a Jackery Solar Generator 3000 Pro (Order number: US204292) from Jackery. I used a 5% coupon that was provided by the company, in addition to taking advantage of a Prime Day sale. Immediately after completing my purchase at 3:42 PM on July 18, I received another email from Jackery offering to upgrade my coupon to 7% with the statement that it was stackable with existing discounts. (Screenshot attached)Upon receiving this email, I promptly contacted Jackery to request the additional 2% discount as advertised. However, despite clear confirmation in their email that my order qualified for the 7% discount, the customer service representative, "Nemo," adamantly refused to honor this offer. Furthermore, "Nemo" lied that that the coupon could not be combined with Prime Day sales, which directly contradicts Jackery's own communication stating otherwise.This situation not only demonstrates deceptive trade practices but also constitutes unfair business practices and a violation of consumer protection laws. I firmly believe that Jackery should honor their promotional commitments as advertised and provide me with the 2% difference.Attached to this email are screenshots that include:1. Order confirmation showing the purchase made on July 18, with time stamp.2. The email received immediately after my purchase offering a larger discount, with time stamp 3. Confirmation from Jackery that my order was eligible for a 7% discount instead of the initially used 5% coupon.4. Correspondence from customer service where the refusal to honor the discount and lied about about coupon stacking was provided.I request your assistance in addressing this matter promptly. I expect Jackery to honor the agreed-upon discount or provide compensation for the difference as promised.Thank you for your attention to this matter. Please let me know if you require any further information from my side.

  Business Response

  Date: 07/23/2024

  Hello ***,

  We sincerely apologize for the inconvenience caused. The extra 2% has been refunded back to your original form of payment to make the total stacked discount to 7% as you had requested. I apologize this was not done initially. Nemo may have interpreted your request as an additional 7% on top of the 5% already applied to the order, in which case we would not have been able to stack those. 

  Again, I apologize for the trouble caused. 

   

• Initial Complaint

  Date:07/15/2024

  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.

  I purchased the Jackery SolarSaga 40W from Jackery on Amazon. Immediately on its first use the item ignited. I returned it to Jackery using the label they sent me and following all instructions and they are providing a refund. I have followed up 10 times and it has been 3 weeks.

• Initial Complaint

  Date:07/12/2024

  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.

  Continuously sends what I suspect are scam emails to my email address,(sometimes several times a day), refuses to be blocked, and interferes with my ability to use my email.. I suspect it is a scam or fraud and threatens the safety of my email.

  Business Response

  Date: 07/23/2024

  Hello,

  Thank you for calling out the fact that you're receiving many unsolicited emails from Jackery. After review, it does not appear we have your email in our system so it doesn't appear those were sent by us. I've included an attachment that shows we do not have your email in our system as well as what it would look like if you were. Please see the 2 attachments.

  Are you seeing these in your email app on your phone? Do you see anywhere next to the email the word "Sponsored" appear? If so, that is a sponsored promotional ad pushed to your device by ******* Those sponsored ads are not sent to you by Jackery. You should be able to select to block those ads by clicking the 3 dots next to the email so you do not receive those anymore.

  If you would like further assistance or clarification, please reach out to Jackery at either our toll free number: ************ or our support email: ******************************

  Thank you

• Initial Complaint

  Date:07/08/2024

  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.

  They said it was delivered but never was. I ordered so that my family would have it in time for hurricane season. Now we just through one without it. I would like to either send me what I ordered or give me my money back

• Initial Complaint

  Date:05/03/2024

  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 in 2023 from Amazon and then I purchased a solar panel for it from Amazon in early 2024. When I tried to use the jackery battery, it would not power anything and the charge kept jumping around. I emailed jackery and they worked with me and eventually sent me a new one. I mailed back the old. The new one worked but wouldnt show the charge level unless you reset it. They sent me a label to return it. They sent me another and this one sounded like something was broken inside. It would charge, but not power anything. I wrote them for a second replacement and they have ignored my requests for about a week. I have two broken jackerys in my living room and nobody will even get back to me. Very bad customer service to abandon me when I keep having problems with their product.

  Business Response

  Date: 05/03/2024

  Hi Jena,

  This is pretty unusual that multiple replacements are all defective. But please believe me, we are not ignoring you. I went back to review the emails and do see there was a slight delay in getting back to you between April 29 and May 1, and for that I apologize. We definitely want to get you a unit that is fully functioning the way it's supposed to. I will conclude this on the existing open thread to assist you with a replacement.

   

  Ben

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service 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 the Jackery 3000 pro solar generator from their website, Jackery.com. Unfortunately, the product is faulty and I have been in constant communication with the company regarding the issues. I request a refund due to purchasing a product and immediately informing the company of my issues and that it does not work. Now the company will not return my emails or calls after leaving several messages. I spent over $3,500 for a product that does not work and the company is refusing to communicate with me and a faulty product where their customer service are fully aware of the issue. I am trying to return the product and get a refund and the company will not respond back to me.

• Initial Complaint

  Date:04/03/2024

  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.

  I have purchase five solar panels and the solar saga 3000 and the solar 2000 generators and now that I try to register my purchase JACKERY has continually FAILED to deliver a SECURITY CODE. In fact, in the year I've owned this expensive equipment I have NEVER gotten any so called "CODE" from Jackery. I'm so disgusted and my next move is to get their trash out of my house.

• Initial Complaint

  Date:02/20/2024

  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.

  I made a purchase for a portable generator in the amount of $1,629 my account balance exceeded this amount, transaction was declined. Attempted to make transaction again this time was charged $1,659 and it went through. At first it was pending then it actually debited. Never received a confirmation email now customer service is saying theres no such order in their system and my bank is unresponsive, only an online chat is available with a chat bot with automated replies.

• Initial Complaint

  Date:11/09/2023

  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 am trying to return a generator and solar panel that was just delivered. It is unopened and want to return item per Jackery return policy. The phone number to Jackery is not a working number and I have sent multiple messages and emails that have not been responded to. I want to return this item. Order # ******

  Business Response

  Date: 11/10/2023

  Nov 10, 2023

  
  Better Business Bureau, Inc.
  ATTN: Disputes Resolution Dept.
  P.O. Box 218
  ***********, ** 94577

  
  RE: BBB Complaint ID: ********

  
  This is in response to a complaint submitted on 11/9//2023 from our customer ************************* pertaining to a return request they had called and emailed us about. Our toll free number line is ************ but we have not received a call from the customer's phone line of  **************, perhaps they misdialed and thats how the call never went through. Customer first emailed us yesterday at 9:43 AM PST asking to return their order. We asked if he was willing to keep it for an additional discount. Customer did not respond to this email. Customer sent another 2 emails in relative succession at 11:32 AM and 11:49 AM. One of our support agents informed the customer that the return has been approved and the customer should expect to receive a prepaid shipping label within 24 hours of their request. The prepaid labels were generated and emailed directly to the customer today, November 10, less than 24 hours as previously stated. As per SOP, customer uses the prepaid shipping labels to return the order to us. Once we receive the return, a refund is issued back to the customers original form of payment within ***** hours.  

• Initial Complaint

  Date:11/09/2023

  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.

  On 10-19-2023 I ordered a Solar Powered Generator from Jackery. It was delayed and ***** explained that it was on 2 trucks that were involved in wrecks. I contacted the seller and asked them for a full refund. I asked then for a refund several times. They told me they sent a 2nd unit instead. Not long after the 1st unit arrived and I discovered that the amp output was far below being useful as a generator. By then the 2nd unit that I did not authorize arrived. I contacted the seller and they sent return labels for all boxes. I returned all boxes on 11-01-2023. # arrived 11-09-2023 however the company is refusing to refund my money, claiming they need the last box as well. I returned the unit I asked for, I never asked them to send the second unit and in fact told them several time not to send it. They sent the 2nd unit at they own choice and I am not accountable for it. Since they got the unit back I ordered they need to refund my money. I reached out to Amazon but since this is a 3rd party seller Amazon said they are not accountable and it can take up to 2 weeks to process the complaint. I also filed a fraud report with my credit card company and they have put a hold on the payment. The point here is the company sent the 2nd unit against my wishes and they are not holding em accountable for it.NOTE - 2 of the attached tracking numbers were not used I just don't remember which two. There were only 4 boxes, 2 boxes per unit the seller sent 6 just in case.

  Business Response

  Date: 11/09/2023

  Nov 9, 2023

  
  Better Business Bureau, Inc.
  ATTN: Disputes Resolution Dept.
  P.O. Box 218
  ***********, ** 94577

  
  RE: BBB Complaint ID: ********

  
  Dear Sir or Madam,

  
  This is in response to a complaint submitted on 11/9//2023 from our customer ************************* pertaining to the refund for a returned order. Typically a refund is issued once the items from the order are received back at our warehouse. Of the packages being returned, there is still 1 outstanding package that is scheduled to be delivered by tomorrow, November 10, per FedEx.com. We made an exception and issued a full refund this morning, November 9, without having received all packages. So we are surprised we received this complaint later that same day. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20847612
  
  I am accepting this response but with this note: the business is not honest in their statement. This complaint was filed BEFORE They issued the refund. I also told them in a message sent through Amazon that is vetted that I would be contacting the BBB, to which they replied "go ahead". That message was sent in response to their refusal to issue the refund. Lastly as the record proves, before they sent the 2nd unit I asked them 3 times not to but to issue a full refund. On their own and without my permission they sent the 2nd unit. Per the laws in ******* any item sent unsolicited is the sole responsibility of the sender and I am not accountable for cost or return. Per the law I did not even have to return the 2nd unit and they would not legally be able to bill me, since I stated 3 times not to send it. A companies internal policies do not supersede law. So I am legally bound only to the 1st unit which was delivered today. I have no accountability to the 2nd unit. This company has repeatedly showed themselves to spin the narrative depending on what they believe the existing person is aware of. Amazon has retained an excellent record of all the messages, of which I have as well. In their reply to this complaint they attempted to sound as if they issued a refund of their own accord, when in fact Amazon opened a case against them called an A-Z refund case. These cases are only opened in extreme situations where a 3rd party seller has displayed gross contempt for the customer and Amazon policy. This company was very direct that they did not intend to issue the refund until it suited them. It was only after I opened the Amazon case and After I filed this report that the company finally refunded the money. I am sure someone working for the company realizes that every message and action is ********* stamped and the timeline can be established beyond doubt. Once more this company has resorted to deception in an attempt to avoid accountability.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/14/2023

  Our companys standard operating procedure with regards to return for refunds is such that when an order is returned, our warehouse processes the return, and then a refund is issued. Our customer *************************' order was partially delivered/returned on November 9 and not yet processed by our warehouse team, yet we made an exception and issued a full refund. The refund was issued with 1 outstanding package that was delivered the following day on November 10. 

  Im sorry if our customer ************************* feels he was deceived in any way. We had no intention of trying to deceive or to refuse a refund for properly returned items. 

  It is true, as was stated, that the original order was delayed for reasons out of our control ******** As is our standard operating procedure, if the shipping carrier causes a delay without a timeframe for resolution, we reship orders so that our customers will receive their order without further delay. There may have been some miscommunication between the customer, our support team, and the warehouse team that could have mitigated the extra work that occurred in our attempt to fulfill the order.
  

  
  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20847612
  
  I am rejecting this response because: once more the company is spinning the facts.

  1) When the ***** delay occured I emailed them and told them to refund my money and not send another.

  2) In writing they agreed not to send a 2nd unit.

  3) They sent a 2nd unit. Even though by thus time I had sent a 2nd message telling them not to eend a 2nd message.

  4) *********** again said "company policy". But the company seems to ignore U.S. law. If a company sends anything unsolicited the recipient is not acceptable. Therefore under U.S. law I was not accountable for the 2nd unit regardless of the "company policy". 

  5) I sent a total of 3 request not to send a 2nd unit and they sent a 2nd unit against my wishes & then attempted to hold me accountable for their decision. 

  This company refuses to accept responsibility for their faulty decision to send the 2nd unit and continue to blame me and now blaming *****. If they would simply accept responsibility for their bad choice to send the 2nd unit against my wishes.

  If the company continues I will reply with the full series of messages sent through Amazon to prove beyond question that the company disregarded my request and in those messages they admit to their own internal error.
  
  Sincerely,
  
  *************************