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Business Profile

Online Retailer

Zendure

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    March 2023 I purchased a Superbase V 4600 & a Satt. Battery from Zendure, but it arrived non-functional. Under warranty, they replaced it with a second unit, which also failed to work or even start. They promptly sent a third unit as a second replacement, but this one has never worked either. Despite the product still being under warranty, the company has stopped responding to my inquiries and has effectively ghosted me, leaving the issue unresolved. I have demanded a refund due to these repeated failures, but Ive received no reply for days despite numerous attempts to contact them with dozens of questions. This misrepresented product has caused me significant financial loss, and the companys lack of regard is unacceptable. I am seeking your assistance to resolve this matter.

  • Initial Complaint

    Date:12/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 experienced a clear manufacturers defect with my Zendure SPB2000. I was on of the 1st to order this unit during the kickstarter and put a lot of faith and high hopes into the company which I now deeply regret! The unit arrived almost 1 year later than promised and Zendure held unto our funds the whole time with great frustration, but I waited. Now and all of a sudden, at once the unit has stopped updating, all AC plugs seized to work and it became a very expensive paper weight.The company after months of back and forth agreed to a replacement as soon as they received my unit. I obtained a mailing label, went through the trouble of mailing the 60lb unit only for them to go back on thier word stating they are out of stock for weeks now. I believe this to be a tactic especially since they are now trying to make me accept $300 (unit was nearly $2000) and go away, however this is unethical and I refused.* Outreach email: August 2024 * Amount of money paid: Approximately $2000 * What the business committed to provide: A functional SuperBase Pro 2000 power station and, when that unit proved faulty, a replacement unit.* Nature of the dispute: The unit malfunctioned, and after a very lengthy process (months long), Zendure offered a refund of only $300 for a nearly $2000 power station instead of the promised replacement. * Whether the business tried to resolve the problem: The business has been slow to respond and after much delay offered troubleshooting steps that did not work. After months, they agreed to a replacement. Now weeks later they state the product is out of stock. I've been now without a power station for several months while they dragged their leg on responding or helping.* Desired Resolution: Fully working quality and updated unit or a refund near to what I paid since the issue is clearly a manufacturers defect others have also complained about online.

  • Initial Complaint

    Date:03/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 3000 Euro worth of Zendure's product and STILL have not received it. It was supposed to be delivered in November!!!! I write, I call, and always I am told that you have no idea when I will get my order. This is truly unacceptable. I surely can wait a bit, but our build is now waiting only for this product since months now, so we can HAVE LIGHTS!!!!!! Please, I wish some customer support and my product. AND that you actually have customer support - your telephone lines are just recordings, your tickets are just autoresponders - I recieve the same autoresponder since months - I am hoping filing this will reach someone. I was excited and hopeful about this company and truly sad to see it might be a BIG SCAM. Really hopeing zthis not so please @ZENDURE - please fix this, send me my paid for product - respond to my inquiries, Fix your support so that it actually works instead of autoresponders and no people - Please prove me wrong!

  • Initial Complaint

    Date:03/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchase a Zendure Superbase V, 6400 home battery, and a 6400 satellite battery from Zendure. I upgraded the firmware on the *** home battery when I received the battery, as they recommended. Once the firmware was upgraded, the *** 6400 no longer charged or provided AC power. After this experience, I checked my satlite battery, and discovered that they had shipped me a 4600 battery instead of the 6400 unit.I have contacted Zendure customer support about 5 times now. At first, they responded by notifying me that they were closing my support ticket. The last two times they did not respond at all. The customer support phone number is out of service. At this point, I would like to return their products and get a refund.

  • Initial Complaint

    Date:02/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 SuperBase Pro from zendure.com. This product has a two year warranty. I submitted a service request October 31, 2023 to *********************************** within the warranty period. This is Ticket ******. I provided zendure with a video and text description of the problem with the unit (the display says the charge is 100% but it will power itself off immediately, failing to work. It DID work initially.) I provided zendure support with a copy of my receipt. After dragging communication with me out over two months, I finally received a shipping label January 2nd to send the product in for service. The next day they told me they don't have any stock or repair parts. January 24 they proposed a partial refund of $932.75 to my PayPal account. I have agreed to that. I have not had the use of this product since it failed in October. I have had no communication at all from the company since January 24th, although I have asked them for the status.I want the refund. I would appreciate your assistance as a mediator, if possible. Thank you.

  • Initial Complaint

    Date:11/14/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Bought a Superbase V through Kickstarter, and the first one I received didnt work. The second doesnt last as long as advertised. The machine drops to Zero percent with no warning or explanation.

    Business Response

    Date: 11/16/2023

    Dear *******,

    Thank you for your review. 
    All of our store items must meet our strict quality checks before we ship them out to customers. We therefore apologize that your item is not up to your satisfaction. 
    We have sent you a ticket #***** regarding your issue. Please kindly reply to us so that we can give you a suitable solution. 

    Best regards,
    Customer Service Team

  • Initial Complaint

    Date:08/15/2023

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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.  A new device is currently in transit to me without additional waiting.

    Sincerely,

    *************************ily to have minimal power to our home. We would like this device picked up immediately and a refund or new device express shipped to us. We have provided all the information that was asked of us within a day and would like the same from them. The superbase v4600 is a fairly expensive device and the company should do better for customers.

    Business Response

    Date: 08/16/2023

    Dear ******* ,

    Thank you for your review.
    All of our store items must meet our strict quality checks before we ship them out to customers. We therefore apologize that your item is not up to your satisfaction.
    We have sent you a ticket #***** regarding your issue. Please kindly reply to us so that we can give you a suitable solution.


    Best regards,
    Customer Service Team

Zendure is NOT a BBB Accredited Business.

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