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Was told that the item was despatched then told it was not accepted at point of delivery, then told that its out of stock, and all this information was only given once I asked, very poor service, I plan to cancel the order and get my money back, beware of this company either a scam or totally disorganised

The product itself is decent but the marketing on the packaging is deceptive. They are marketed as a 'solar generator', in spite of the fact that solar panels are not included with the power station. A more honest name would be 'solar capable power bank'. I ended up returning the product to Costco out of frustration.

We really appreciated it that when the support department gave a “wrong” advice they apologised for it and helped us further. It is not only the equipment that you buy but also the support. Open and honesty: It’s a culture that more companies should have. Thank you.

EDITED TO ADD. AN UPDATE I am a real customer and this is my genuine experience with Jackery, but I will NOT be submitting any further details other than to say after many, many weeks of back and forth Jackery did replace the broken unit. Am I satisfied? I am, well sort of, with a strong caveat, I still would not recommend or buy from in the future due to the hassle I had to go through. I still have not even used the solar panels so who even knows if they work. I have my doubts and the stress caused by the unit failure and return I literally cannot bear. Abysmal customer service. Jackery has made empty promises and offer excuse after excuse for faulty merchandise. This was a big purchase for me and I thought I made a wise choice... I could not be more wrong! They advertise these long warranties and guaranteed replacement refund and NOTHING. Everything has been a battle. The poor customer service and broken products. It’s been going on for over two months now and they’re a bunch of jokers, talking to them on the phone gets nowhere. I am so dissatisfied with my purchase. I can’t initiate a return, I will be forced to contact my bank. Shop elsewhere!

My 3 year old Jackery failed to take or hold a charge. It had done maybe 3 cycles. Jackery indicated I should send it to them at their expense. They indicated the repai was likely to cost $45 to $65. It it was the battery it would not be able to be repaired. I will opt to get it repaired locally. I am disappointed.

In all actuality, I was initially happy with the product for the amount that we used it. Bear in mind that I bought this product through a certified seller and was pleased. Then I had an issue with the unit and from there it really has been hell. As a plant and general manager for a multi million dollar company, I have never been so displeased with the customer service. I can’t begin to to tell you how disappointing it has been to deal with this company. I believe they are all trained to not respond or to lie when the provide a response. It’s really sad because I believe the product is fine but eventually customer service will doom the company. Management should be truly ashamed with how this company is being run.

Same experience as others here. The product is junk with a ton of money behind it for ads to pop up everywhere you look to keep it front of your mind as you surf. The've paid a lot to appear in what seem like impartial "Top -10" lists. You're trying to provide for your family in an emergency, but THESE UNITS WILL LET YOU DOWN WHEN YOU NEED THEM MOST. Customer service was not terrible; they replaced a DOA unit for me, but WOULD NOT ALLOW A RETURN FOR A REFUND. The replacement is acting sketchy as well. I feel aboalutely taken by these guys. The only remedy for my satisfaction, as I see they read and reply to these reviews, is to refund my purchase price and let me invest in something that my family can trust.

Shit customer support and shit quality. iI went out and bought Ecoflow instead, MUCH BETTER! Both support and quality is on another level.

(Warning) Please do not buy from this company you will not receive your product. I have received my bag which the power station sits in. Remember this does not come with the power station. I brought this separate. That is no manager to speak to none of the staff speak English and do not know what they are doing Please read this before buying anything of this company. I bought the Jackery thousand plus and they do not even know where the package is. One minute it is at the post office next minute it's been returned back to Jackery themselves and this has been confirmed by DPD next minute they are giving you a refund , what a total shame to this company as their website looks outstanding (Warning) Do not buy I am going away Camping with no power station they have left me no choice but to get a refund through my bank what a disaster

Order the Explorer 1000 When unboxing the unit I notice it was dirty or dusty as if it was possible used. Two Solar Saga 100 solar panels were included in the offer. The generator charged up from a wall outlet but did not charge using g the solar panels. Called customer service Bois off shore and hard to understand . They Told me to send a video of the problem, which I did. After they saw the video and aknowledfed the problem. They then email back and told me to do other useless trouble shooting which had nothing to do.with my problem Then they wanted another video but it had to be uploaded to Google drive. At this point I got so fed up told I told them to just give me a refund as I was still in my 30 day quarantee. If they can't do their own QA before a unit is shipped, don't put the burden on the consumer. I don't have much confidence that Ill get a refund and.may have to get.my Stste Atorney General involved, but I will do an update . Buyer beware.

Screw these guys…They send half of the order and can’t tell me when the rest will be shipped(Ordered the 3000Pro with two panels). Looks like it would be about a month before my order was fulfilled. Customer service was horrible to deal with offering no solutions other than to cancel the order.

I purchased a Jackery 240 unit a while ago, but never needed to use it. Then we had a really bad storm coming at the beginning of the year so I pulled it out and even when I plugged it in nothing happened. It would not take a charge. I contacted customer service and they seemed very amenable at that time. They replaced the faulty on used machine machine, but gave me a refurbished one without my knowledge. This would’ve been fine if it actually worked. I live in Florida, so have been affected quite a bit by hurricanes this year, and I made sure that it was charged up and ready to go before hurricane Heline. I lost power I was able to charge my cell phone, but nothing else worked. The main reason I purchased this unit was to, have coffee during powder outages. It would not just that simple machine. When I reached back out to Customer Service she told me that the machine was probably not capable of that one simple task. Then she told me she would be happy to look at it, but they sent me a refurbished one. It was already out of its warranty timeframe. If I wanted to just charge my cell phone, I could go to Best Buy and purchase a $10 cell phone power bank. Definitely not worth it, and I am very disappointed in the product and the customer service that I have received.

Ich bin so Mega enttäuscht, wusste nicht wenn man denkt das man Qualität kauft, 2x kaufen muss. Meine Jackery hat sich im wahrsten Sinne im Urlaub im August in Rauch aufgelöst als ich die originalen Panele angeschlossen habe. Hatte 4 Wochen auf der Reise keinen einfach zugänglichen Strom mehr. Jackery hat glaube ich 1 Monat gebraucht um mir überhaupt mal zu antworten und Cyberport hatte mir da schon ein Rücksendeschein geschickt.problem ist, dass Cyberport, wo ich es gekauft hatte, sie auch nur zur Reparatur zum Händler weiterschickt. Seit verdammten 7 Wochen warte ich auf Antwort und werde immer nur vertröstet… Jackery hat zwar einen großen Namen, sie tun aber absolut nichts dafür ihren Ruf zu verbessern geschweige denn zu sichern… nie wieder Jackery.

Was told by DPD that my parcel would not be delivered - Jackery confirmed that the parcel was returned as damaged. Over a week and several ignored emails later I have no product and I still haven't been able to get a refund. BE CAREFUL. Just look them up on Trust Pilot and see how many negative reviews they have all saying how terrible and non existent their customer service is. Will now have to hope my bank can step in to recover the payment.

Thanks to Mariya and Stefka and the support team. The quality problems we complained about were resolved in an accommodating manner. I am satisfied with my Jackery Solar Generator 2000 Pro (Explorer 2000 Pro + SolarSaga 200W) and with the current customer service. Zero customer service (until Sep.2024) Solar Panel isn't working with the Solar Generator. I wrote in 2 month 19 email to customer service with the request for a reply. There is no action to solve the quality problem.

The customer service offered minimal support. They basically reiterated what the troubleshooting guide says. I sent in a video with details about what was happening and their response was to try to reset it, which of course I had already done, because that is what the troubleshooting said. Then come to find out, I'm out of the warranty window and they recommend that I go into the out of warranty program..for I'm sure another added cost. Having spent over $1000.00 on the device, I would expect a better customer service experience.

This company is so horrible and mean I have been trying and trying and trying to get a replacement car charging cable after the other one burnt out and I only just recently bought it and they do not care They have left me so angry and frustrated and annoyed

😢….nach 1/2 Jahren ist der Akku schon kaputt, erst Wackelkontakt an der Aufladebuchse, jetzt geht gar nichts mehr. Garantieleistung ist eigentlich 2 Jahre, bisher zeitraubende ergebnislose E-Mail Korrespondenz , sehr traurige Angelegenheit, niemals wieder Jackery !

I purchased a SG300plus 10th March 2024; I am now on my third replacement unit. Best advice I could give is 1. try a different brand and 2. don't throw the box out. Jackery were unable or unwilling to name the reasons for the failures, no mention of a mean time between failures on their website. Their contact support seems to be very disjointed as I had to resend the same information to 3 different people in their company - it's as if they cant keep customer data in one place!! Overall very disappointing exercise.

Not only are their products great and they do some really good deals, I have to say I’ve just had one of the best customer service experiences in years. I contacted Customer support to find out about delivery of my new Jackery and to confirm the free panel offer and not only did Cherry respond PDQ BUT they also followed me up a few days later to see if it was resolved and to offer more assistance if needed. This wasn’t automated, standard blurb but someone that had looked into my question and kept on it. So thank you Cherry - you’ve made a real difference to my experience.