ComplaintsforZendure

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the superbase v4600 in April 2023. July 2, 2023 we did an ac update that had an error and rendered the device useless. We tried calling support and was issued service tickets that would not be addressed and no communication for a week at a time and was eventually told the device needed to be fixed by the company. My husband has expressed his disappointment to customer service and they said we would get a refund after returning the device. I was told they will not give a refund but will send a new device. We agreed to either option however we still can not get the company to follow through with picking up the defective device. I threatened to file this claim and they agreed to pick up the device 8/9/23 so I stayed home all day and no one came to get the device. I emailed ********************** and was told theyd look into it and then havent heard back since. This situation has created a financial hardship on our family as we had to get a generator and purchase gas daily 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

  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

  Customer response

  08/21/2023

   
  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.  A new device is currently in transit to me without additional waiting.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is for the Superbase V which my father and I both purchased a complete set (about $20K each) from this company. 1.) Timing. We purchased through Kickstarter around Nov 2022. It was promised to be shipped out by Dec 2022 and delivered around Jan 2023. Then they used the ******19 lockdowns in ***** as an excuse to delay delivery to Feb 2023. However, these are just excuses. ******19 didn't prevent them from collecting $5 million in Kickstarter money, nor was Chinese New Year a surprise since it happens every year. Then they used the Chinese New Year holiday as an excuse to delay delivery to March 2023. Around mid-Feb, I finally called my credit card to file a chargeback. Within ONE day, they said they had my unit ready as long as I cancel the chargeback. After I cancelled the chargeback, they went back to ignoring me, so I was forced to reinstate the chargeback. $40K and 3 months, losing about $400 of interest money to this shady company.2.) Quality control issues and censorship. I joined their ************** for updates on the *** and to see reviews of people who got them. There were MANY complaints about quality issues and the batteries either not performing as advertised or not being able to be operated without a significant upgrade to their firmware or app. You see, this battery was advertised as standalone units being able to function without a smartphone, but this was truly not the case. The app basically held the user hostage when it doesn't perform as intended, and Zendure hired horrible coders to write the app, so it doesn't work half the time. Luckily, I didn't get mine yet and I advised many people with issues to ask Zendure for a refund. Zendure started deleting my posts and then banned me from the group altogether. I really wanted Zendure to succeed and their failures were not due to my comments. Users have a First Amendment right to criticize bad products and I have every right to inform them. THIS IS NOT *****!!

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order #**** on 1/24/22 for a superbase pro 1500 portable power station. My credit card was CHARGED for the purchase. On 1/27/22, I contacted Zendure support requesting a delivery ETA. I was told by "*****" that my order would be delivered "in late February." On 3/20/22, I once again contacted Zendure support because the previous promised date had passed. This time, I was told it would be "shipped in April" and "delivered at the end of May." On 6/1/22, I against contacted Zendure support asking for an ETA. I did NOT get a response to this email. On 7/20/22, I again asked for an ETA. I received a response from "Leon" indicating that the item would be delivered in "mid August 2022." It has been 6 months since I placed this order and my credit card was charged.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/26) */ Hi there, we pay high attention on the customer's experience, due to some reason's, the cargo has some delay to US warehouses. Anyway, per customer request, ******** refund has been processed by Zendure the day before. The process of refund usually needs 5-7 working days to process or sometimes earlier, it depends on the bank. We will keep monitoring the process. Should you have any concerns, please feel free to contact us. Thanks. Consumer Response /* (2000, 7, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for issuing a refund. Thank you BBB for hearing my complaint. While a refund was issued, I want to make sure it's understood that I had placed this order 7 months ago, with a 1 month ETA. Every time I checked back, I was promised a "new ETA," and now it's 7 months later. It is misleading to customers to post ship dates that you have no capability of meeting. I hope you can do better next time.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On Sunday, May 1st, I wrote to Zendure to inquire if their newly released ******************************************************** would ship in time for a business trip I have coming up on June 12. I was concerned that limited supply might prevent its arrival given that their product is one of the best more expensive offerings on the market. Within a few hours, they responded affirming that it would ship that very week and would also be delivered in May. 24 minutes after receiving their email, I submitted my order in confidence that I would receive it. It never shipped, so I contacted them on May 9 asking where the tracking details were, and was then told that it would instead be sent in a second batch, possibly arriving by June 15. I reminded them that I had confirmed stock and shipment dates prior to my order, and they then told me that they would advise their shipment team to prioritize my delivery. It is now June 1 and the product has not yet been delivered to a shipping agency for shipment. A tracking number label has been issued by 4px, which typically occurs a few days before actual shipment, and then, on average, a minimum of two weeks for transportation before being handed over to a US delivery service which then takes 1-5 additional days. At this point, there are 11 days remaining until my travel arrangements. I'd either like to have the product shipped by other means (i.e. expedited ***) to arrive prior to my departure, or receive a refund. I don't think it's ethical to gain sales based on false pretensions.

  Business response

  07/05/2022

  Business Response /* (1000, 14, 2022/07/05) */ Hi there, I am writing this rebuttal letter to contest the dispute. The dispute reason is Product was not received. we received an order from **** **** The order confirmation e-mail for the customer's order was sent immediately and the tracking information was sent during the time this customer had placed an order for this product, the delivery times were clearly stated in the description, which is roughly 10 15 working days after shipment. Every single page on our website, such as the Track Your Order page and Shipping & Returns page, states this information as well ****************************************** Due to the virus, delivery times have been slightly delayed. the tracking number shows on the carrier's website that your order has been delivered. You can check here: ******************************************************************************************************************* My ample evidence indicates that **** **** has received his order. Do let me know if you have any questions, or if there is any additional information I can provide. Thank you for your consideration and I look forward to hearing from you. Thank you Consumer Response /* (3000, 16, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the order as I am not in the USA. Attached is proof that ******* affirmed and assured me that it would arrive in may, and proof that they refused to refund unless I refuse delivery, which is impossible while out of the country. After discovering I had escalated with my bank, they have offered to refund, but no such refund was issued. They have not resolved the case, however my bank has closed the charge in my favor in spite of their ineptitude. Business Response /* (1000, 14, 2022/07/05) */ Hi there, I am writing this rebuttal letter to contest the dispute. The dispute reason is Product was not received. we received an order from Eric Louw The order confirmation e-mail for the customer's order was sent immediately and the tracking information was sent during the time this customer had placed an order for this product, the delivery times were clearly stated in the description, which is roughly 10 15 working days after shipment. Every single page on our website, such as the Track Your Order page and Shipping & Returns page, states this information as well**************************************************************************************************************************************************************************************************************************************************************************************************************************************** My ample evidence indicates that Eric Louw has received his order. Do let me know if you have any questions, or if there is any additional information I can provide. Thank you for your consideration and I look forward to hearing from you. Thank you Consumer Response /* (3000, 16, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the order as I am not in the USA. Attached is proof that Zendure affirmed and assured me that it would arrive in may, and proof that they refused to refund unless I refuse delivery, which is impossible while out of the country. After discovering I had escalated with my bank, they have offered to refund, but no such refund was issued. They have not resolved the case, however my bank has closed the charge in my favor in spite of their ineptitude.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Supertank 3 years ago and Supertank Pro recently. I only recently received my Pro which overheated and exploded with smoke. It also damaged my Superport4 and another USB charger. I confirmed this with ***** of CS who confirmed it was defective, but hilariously refused to honor the 2 year warranty even thought I got the unit 3 months ago. He used my receipt of the original nonpro unit I bought 3 years ago as proof of purchase to deny warranty on the pro.. Now they are ignoring all emails.

  Business response

  05/23/2022

  Business Response /* (1000, 21, 2022/05/05) */ Hi there, Sorry for the confusion, we have resolved the problem with MR Lei KE, and we will provide him with the tracking number for his replacement within 2 3 days. Best Regards Zendure Support Team

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my original order with Zendure on 1/29 with a delivery date of 2/5. My order contained SuperMini 20w & SuperPort 30w. I was never able to track my package. On 2/5 I contacted them regarding status update. Was told my order wouldn't ship out until after Chinese New Year (1/6). I responded that I was given a delivery date that was prior to that and they apologized for the confusion. On 1/8 only the SuperMini 20w was delivered. The same day they sent an email asking if I received my order. I informed them I only received part of my order and never heard back. I have sent them 3 separate messages requesting the rest of the order. They have never responded. I would just like the rest of the order that I was charged for.

  Business response

  05/01/2022

  Business Response /* (1000, 17, 2022/05/01) */ Hi there, We apologize for the inconvenience, ******** ******* ordered SuperPort 30W and SuperMini 20W,the shipping team split her order into two packages. SuperMini was delivered on 2022-02-07 ***************************************************************************************************************************************************************************************************************************** This means the customer received her full order. and the problem has been resolved. Best Regards Zendure Support Team

*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. ↩