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:11/04/2023

  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.

  I am writing to file an official complaint against Jackery, a company that held a contest on October 10th, 2023. Despite being announced as a winner, I have not received the promised prizes, including a $1,000 Amazon gift card.Multiple contest winners, including myself, have experienced this issue. Jackery's customer service is unresponsive, failing to acknowledge our status as winners or provide details on prize delivery. The company's continued marketing campaigns and new giveaways, alongside unfulfilled promises, demonstrate a lack of commitment to consumers.We believe Jackery's actions constitute false advertising and deceptive marketing. The company promoted the contest with enticing prizes but failed to deliver, leaving winners empty-handed.The $1,000 Amazon gift card is particularly important to me this year as I have an autistic child eagerly anticipating Christmas. The delay has added stress during an already challenging time.I kindly request the BBB's intervention to investigate and ensure Jackery fulfills its commitment to contest winners. I can provide documentation to verify my status as a winner and additional evidence as needed.Your involvement is crucial to holding Jackery accountable for their actions and protecting consumer rights.Thank you for your attention to this issue.

  Business Response

  Date: 11/07/2023

  Nov 7, 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 11/4//2023 from our customer *************************** pertaining to her winnings during one of our livestream giveaways. Customers participated in a giveaway event that was live-streamed on 10/10/23. During this livestream, winners were selected at random. Winnings varied from Jackery bundles to gift cards of varying amounts. *************************** was a winner of an Amazon gift card. Due to some logistical issues, it has delayed the disbursement of said winnings. Our communication could have been better and more frequent in terms of keeping the customer informed. Our team is continually working on the disbursement of winnings that are still outstanding and will do so until all winners have received their prizes.

  Customer Answer

  Date: 11/10/2023

  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:09/22/2023

  Type:Sales and Advertising 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.

  Sold outdated equipment, suggested that I buy equipment to bring it up to date.

  Business Response

  Date: 09/27/2023

  Sep 27, 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 9/22//2023 from our customer ******************* pertaining to the compatibility of our Jackery power stations, app, and certain wifi technologies. Customer reached out to us on 9/22/23 to request a return for refund and also inquired why the app wont work on 5ghz wifi connections and only uses 2.4ghz wifi connections. Customer wanted to know why the app only worked with old tech instead of new tech. On 9/25/23, we responded to the customer letting her know that the reason the Jackery and app uses 2.4ghz instead of 5ghz was for the increased compatibility 2.4ghz offers, which includes better range when factoring in obstructions such as walls. In response to the customer suggesting we told her to buy new equipment to bring it up to date, we did not make this statement. What we had said was All routers with 5 Ghz usually provide an option for a 2nd network with 2.4 GHz. Generally speaking, modern routers are all dual band and have compatible bandwidths for all wifi capable devices.
  

  
  

• Initial Complaint

  Date:09/19/2023

  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.

  On Aug. 8, 2023, I purchased the jackery. On the same date, my friend used the referral link I gave to them offering a $50 referral bonus if they purchased the product, and they did. The purchased the product the very same day, using the referral **********. Multiple, multiple email correspondences have been sent to Jackery for which few responses came back. The most recent response was that my complaint would be referred to their ********************* Well, $50 is NOTHING compared to the almost $3000 my friend and I spend on our purchases, but it is principle and an insult that you refuse to honor your promise. The Marketing gimmick is a scam.

  Business Response

  Date: 09/27/2023

  Sep 27, 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 9/19/2023 from our customer *************************** pertaining to a bonus we offered for referring friends and family. Customer reached out to us on 8/14/23 to inquire on when they might receive their referral bonus. On 8/15/23, we responded that the bonus will be paid out ***** days after the referee(************) successfully places their order. This is stated on the referral programs webpage: ***********************************************************. Customer sent us several emails, on 8/19/23, 8/21/23, and 8/21/23, since their original email to us asking us about the bonus.. We reiterated on 8/22/23 that it could take ***** days after the successful placement of a qualifying order by their referee(************), as stated on our website. Customer reaches out again on 9/12/23 to ask about the referral bonus to which we responded with an escalation contact in case that might better help with the resolution of the customer's inquiry. On 9/17/23, customer responded stating he has not received a response from the escalation contact we provided previously. It is day 40 since the referee(************) made their qualifying order and we fully expect the bonus to be sent to the customer no later than 60 days after purchase by their referee(************).

  We are fully committed to insuring the customer receives their bonus. 

  
  

• Initial Complaint

  Date:08/17/2023

  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 Jackery equipment Order Number: #****** on 07/11/23 for $2650.80 thru their website. It was a solar generator and 2 -200W solar saga solar panels that are worth approximately $1400.00. The Solar panels arrived damaged and Jackery said when the received the solar panels back the would send 2 new ones. Well its been a month now since I sent them back and I still don't have my replacement panels and when I send Jackery an email I get no responds. I really need your help!!!! I have all the emails and pictures of the exchanges between me and Jackery. Your help would be greatly appreciated. Here is the tracking number for the shipping of the panels I sent back to Jackery ************ Fed-ex.

  Business Response

  Date: 08/22/2023

  Aug 22, 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 8/17/2023 from our customer ***************************** pertaining to an order they purchased from our website on 7/11/2023. This all began when the customer reached out to us on 7/14/23 because solar panels in their order were damaged in-transit. We offered a replacement of their solar panels as they are under warranty. We provided the customer with prepaid shipping labels on 7/16/23. Customer shipped us their damaged solar panels which were delivered to a warehouse of ours in Woodland ** on 7/20/23.

  
  This next part is what caused the customer to file a complaint. We usually have returns go to our warehouse in ******* ** but during the time of the customers return, we had begun to have returns go to the ******** ** warehouse instead. The new receiving warehouse did not log the return correctly so replacement solar panels were never shipped out. We were unaware of this until the customer brought this to our attention. Once we realized that the customers' replacement solar panels were never shipped out, we immediately processed an order to ship out the replacement solar panels. Replacement solar panels were processed on 8/21/23 and on the following day, 8/22/23, we provided the customer with tracking info for the replacement solar panels that were picked up by ***** that same day with ***** tracking nos: ************ & ************. It was an honest mistake that doesnt happen very often but addressed it as soon as we knew what had happened.
  

  
  

  Customer Answer

  Date: 08/22/2023

  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:07/28/2023

  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.

  This month I bought (and PAID IN FULL by Credit Card, done deal) - the New JACKERY EXPLORER **** PLUS and Qty of 2 JACKERY SolarSaga 200 watt Solar Panels. I have just taken it out of the box and am trying to charge for the first time. Problem is, the company JACKERY (located at ********************************************************************************) didn't send the standard cables that should have come with the solar panels. I have absolutely NO way to CHARGE this new Jackery Explorer **** Plus using the two Jackery SolarSaga panels. Oh sure, they provided a power cable to plug the **** Plus into the wall, but there is NO cables to connect the Jackery SolarSaga solar panels to the **** Plus. Now, I have TRIED to get a hold of them during M-F business hours by phone ************** and by email at ******************************** and can get no one to reply about the product I just purchased and want to use. So, I am notifying the BBB because this is very BAD business practice. The customer must have a way to follow up after receiving product to let someone know that the company failed to send me an included basic item. This is a red flag. If they resolve this problem immediately, great. But, since I can't seem to find a human being to do so, how will this get resolved? I am extremely dissatisfied and frustrated.

  Business Response

  Date: 08/10/2023

  Aug 10, 2023

  Better Business Bureau, Inc.

  ATTN: Disputes Resolution Dept.

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

  Dear Sir or Madam,

  This is in response to a complaint submitted on 7/28/2023 from our customer *********************************** pertaining to an order she purchased from our website on 7/16/2023. The complaint at hand was due to the customer thinking we did not provide an essential cable used to connect her purchased solar panels to the power station. This resulted in her attempting to reach out to us via email and phone but not being able to get a hold of someone in our customer support team. At the time we were in the middle of our Prime Day sale so response time was delayed due to overwhelming customer response to our sale. On 7/28/2023, the day this complaint was submitted, she called and spoke to one of our customer support agents who was able to help her find the cables she was looking for, which happened to be in the carrying case for the solar panels. Please find attached an email correspondence with the customer and her stating this issue is resolved because she was able to locate the cables.
  

  
  

  Customer Answer

  Date: 08/11/2023

  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. And, in turn, they will find a better way to communicate where they have hidden their provided cables.  Hopefully they will include this info in their instructions or at least on a sticker on the carrying case.  It should have been ******* clear.  The hidden compartment was basically "hidden". 
  
  Sincerely,
  
  ******** and ****

• Initial Complaint

  Date:06/29/2023

  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 placed two separate orders from Jackery via Amazon - one with a 1000W battery with a 100W panel and a separate order with an additional 100W panel. The additional panel I ordered arrived and did not work whatsoever. Jackery asked me to take a video and send it to them and ship the product back (with my own money) so they could replace it. I did so, and they shipped me a replacement. I decided that I did not like the first order of the battery and panel. I processed a return of the first order - the battery and panel - on Amazon. Amazon confirmed the return and allowed me to print the return label - attached. I received the return label which had details of both products I was returning. I once again spent my own $65 to ship the products back with the provided return label. The tracking notification from *** said that the products arrived, but three days later I had heard nothing from Jackery about receiving the return or getting a refund. I called Jackery and the agent said they already ordered me a replacement. I let them know that I did not ever request a replacement and needed to speak to the supervisor. The supervisor, ******, verbally confirmed with me that she would be processing the refund for both products totaling $1,100. Then, two hours later, she emailed me to say that she could not process the refund because today's date is outside of the return window. The return label was processed within the return window with Amazon - or else they would not have allowed me to print the label with the details of these two products. AND the items were shipped before the required date on the return label - shown in the *** shipping confirmation attached. I need a full refund and I need compensation for this nightmare of a process and the shipping money I spent. This totals to $1,230.

• Initial Complaint

  Date:06/21/2023

  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 5/29/23, I ordered a Jackery **** back up solar power generator for $4280.00. A smaller unit was included from a promotion. I received it on 6/4 and plugged it in to charge it up. It kept flashing the plug icon and showing low ***** coming in. After about 2 hours and changing outlets, it never changed from the 30 percent power. I contacted Jackery and received a generic response. We decided to return it for a refund and I sent that email as well. Monday morning I called them and told them it was defective and we wanted a refund. I received the return labels that evening and Tuesday, 6/6, we took all 3 original boxes to ***** and returned them. Two of the boxes were received by their company on 6/12 and one on 6/13. I was told that they had 2 - 4 business days to issue a refund and that they had to issue the refund by 6/20. As of today, they have not issued a refund. I called my credit card company today and they said that they are not showing a refund pending. I am disputing this charge with my credit card company and I am completely disgusted that they have had their equipment in their possession for over a week and they have not returned my money. I hope people can see this before they invest so much money in this company. I also left them a bad review last week and it has disappeared. They are not a good company.

  Customer Answer

  Date: 07/12/2023

  I received a refund. Thank you for your help 

• Initial Complaint

  Date:06/19/2023

  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.

  $499 generator/ solar panel $299 I am disabled and I bought this Jackery generator to power my Nebulizer in a power outage! I had a serious heart issue I was in the hospital for 2 months at **********************! I came home to a cold house the power was cut off. I was not too worried I have my generator. It did not work properly. I contacted the jackery company I sent it back to them. They sent me another generator that does not work. Now they wont even talk to me about it! I call there number every day and I get the same message! Their # ************** Please Help! I just want my $ back I am tired of it!

• Initial Complaint

  Date:05/03/2023

  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 ordered a Jackery 1500/solar panel kit in march of 2022. I used it 3 times and it started having battery charge issues, it was turning itself on, and making loud electrical crackling noises while using it. When support was contacted we were sent a replacement. The replacement started making the same crackling noises. I was then told I could get a refund and was sent an invoice and return shipping labels. When they received the returned unit and solar panels, I received a call that they could not refund me. I spoke to a service rep who agreed to send me a different model and solar panel if I cover shipping cost and some of the panel price. I was sent the Jackery ****, and no solar panel. When I plugged in the Jackery today the unit would not charge no matter where it was plugged in and even after a reset. They sent me another malfunctioning unit to replace the two previous malfunctioning units at an extra cost to me. The reneged on their original agreement to refund and then sent a broken replacement as well as charging me for a solar panel that never arrived.

• Initial Complaint

  Date:01/14/2023

  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.

  Does not deliver the 500 ***** of power to use a crockpot.

  Business Response

  Date: 01/24/2023

  This letter is in response to a complaint submitted on 1/14/2023 from our customer ***************************** pertaining to a refund request on an order she purchased for one of our products, the Explorer 500. I have carefully researched this case in our system and have found several communications between ****** and our customer service team members in order to help her rectify the issue.

  Our agent spoke to ****** at great lengths on 1/10/23 and 1/12/23 to explain that we need to know the specs on her crockpot to determine the runtime. With any electronic device or appliance to work on a power generator, the voltage and amps are necessary to calculate the wattage. This information can also be found under our FAQ page, the link to our website is provided for your convenience: ***********************************************************************************************************************************************

  Not only was ****** unable to provide us with the information we requested for her crockpot, but she also insisted on asking for a discount on a solar pane instead. Our agent explained to her that adding a solar panel does not expand the power capacity of the generator - it is solely for recharging purposes. She agreed to retest her crockpot and asked us to reach out to her on Monday with an update, however, she ended up filing a complaint with BBB on 1/14/23.

  Based on the information I collected, we can conclude that our unit is NOT defective and we were unable to offer further assistance to ****** without the necessary information pertaining to her crockpot as requested on 1/10/23 and 1/12/23. In good faith, if ****** would like to request a refund, she would need to provide us with the order number to verify the proof of purchase then we can process an RMA to have her ship back the item to our warehouse. Our company policy can be found on our website and specifically state either a replacement is offered if the unit is found to be defective under the two-year manufacturers warranty or a refund if the purchase was made within the 30-day return period.

  If you have any further questions, please feel free to contact us via email at *********************************** or by phone at **************. Thank you and have a great day.

  
  --
  

  Best Regards,

  
  

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

  US **************** Specialist

  Business Response

  Date: 01/31/2023

  Please see attached.