Jackery Avis 131

Very please with the purchase. It was good to have. Great little generator for use to charge small items in the home.

After a mix uo with the mail i was sent my machine and some extra cables for the inconvenience

Shocking service.

I ordered Jackery Explorer 1000 V2, which on there website stated it came with the Solar panel - the reason I ordered this version and specific item I did. I never received the solar panel so contacted customer service and despite sending them proof from their own website that the item says it includes the solar panel they are refusing to send it and say I have to purchase it separately if I want it.

They're refusing to pay for the return of the item, despite faulty advertising the products so I'm either left over paying for a product or paying a fortune for return because it's a big heavy item.

Would never recommend.

Sent emails asking questions before buying and the replies were almost immediate.
I charged the unit as stated but the charge rate kept dropping.
Sent emails describing the issue and had to wait for a response. They asked for videos and serial number along with order number to see what they could do!
The unit was brand new only just delivered, according to their web site you can send it back within 30 days with no reason.
Heard nothing so had to chase them up got an email with a postage label attached no explanation of where to take the parcel or the RMA number you need or they won't accept the parcel.
Phoned them and they said I didn't need an RMA number sent the parcel back asking for a full refund.
Heard nothing and still no refund.

EDIT:

Jackery have actually replied to my review on 03/02/26
Considering I wrote the review in August 2025 should tell you all you need to know about the non existent support. I did eventually manage to get a full refund after many more emails and taking everything to a store that did collections for the courier Jackery use.
Never had any other response or follow up until now, saying if I'm still having issues give them more details!
Unbelievable!

Minus 10 stars. My brain is starting to go off to another Planet. Long story short , and it is a very very very long story. My Explorer 1000V2 wont charge from any old Solar panel. At least mine won't. I think the units are made to only work with the Jackery panel which has a captive cable. Was told me it must be faulty ( even though admitting in a response to a review here that it " works best with our own products" No refund as over 30 days old; December 2024 ( thats about when one realises the problem ) so no refund. Just, in my case replacements, 3 of them. None worked. Lots of emails back and forth, written by AI judging by the repetitive wording no matter what I say in my emails.
AI not being infallible have a couple of times used wording that can be construed as confirming what I am saying. The fact that they have replaced my original twice indicates that there is an issue. I never give up with an issue like this so eventually asked my Bank for a Section 75 refund.That coupled with an admission that their units don't work well, or at all with other brand panels eventually produced a fast refund. Thank you Jackery.

My jackery power station arrived without the needed cable (i saw unboxings with said cable) after 4 weeks of to and fro with support with emails with 3-4days of no responses being common, they ultimately agreed that said cable wasn't included and that theyd send it to me and that its been processed. Well low and behold 20 days later and still no cable. Back onto support i guess! Terrible terrible company

Update on a cable debacle.

I bought a 100 solar panel with the 500 machine
3 weeks to get answer that if the cable at £30 breaks they exchange the whole thing at over £200. Amazing. Rubbish company when they have your money they dont care. So until I go to America I have a cable I can't use when it’s damp amazing. Months on Jackery didn’t care and still no cable available that fits in the UK but they want me to alter feedback. Nnnooooo

I have recently bought three Jackery power packs and I’m realy impressed with their customer service for several reasons. Firstly, a week after buying the first they had a sale. When I contacted them to discuss it they immediateoly offered a price match and the cash difference was back in my account within 24 hours. I also tried to order an accessory cable on offer but couldn’t make it work. They immediately invited me to order it at full price and they would refund the difference which again was in my account within 24 hours.

I love this company and have confidence in them and the products are great.

I am a regular Jackery customer and recently bought the Jackery 2000 Explorer Plus and 200w solar panel. I’m consistently impressed by the company and the products. It arrived way ahead of time with free delivery and they work great. The customer service was excellent and helped me secure the best deal possible for my purchase with additional bonus items. Highly recommended!