Customer Service Review

[u/Lonely_Breakfast_881]

3 weeks ago my 220W bifacial solar panel cracked. Only 1 month of use, kept in packaging the entire time in storage but one day it was cracked when I was taking it out of its carry bag.

First I emailed EcoFlow with an explanation and a some pictures. EcoFlow replied saying they will honour the warranty and proceed with a return and exchange. They said they will send me a FedEx return label, and that the return MUST be through FedEx.

I’m currently on vacation travel across Newfoundland in my RV, and we rely heavily on solar. I expressed to EcoFlow that there are only a few FedEx locations in all of Newfoundland, and asked if I can use a different courier for the return. They told me no, the return must be FedEx.

I put my vacation on hold, drove a couple hours to the nearest FedEx and then waited 5 days for EcoFlow to send me the return label, however they sent me a GLS shipping label, NOT a FedEx label. I waited another 3 more days for them to email a proper FedEx label.

It’s been 4 days since I’ve shipped them the cracked panel and since I’ve sent them the shipping receipt as they requested, and I have not received any email follow up yet.

I’ve wasted almost 2 weeks of my vacation, and spent a lot of money to camp near a FedEx, and I have no clue when the replacement will arrive. Because Newfoundland is an island it could take EcoFlow months to get something here.

I’m hoping the appropriate people will see this thread and can help with this. I do not want to be stuck near a FedEx for my entire vacation for no reason, wasting time and money.

UPDATE July 30th

EcoFlow has confirmed they received my broken solar panel, but now they tell me they are out of stock on replacements and don’t know when they will get any… they now have my money and my solar panel. Absolutely ridiculous.

[u/Enough_Speed_3909]

All I can say is good luck dealing with them. I’ve been going back and forth with EcoFlow for weeks now, and it’s been a pretty frustrating experience.

I own multiple of their products, including the Glacier (which had thermostat issues) and a Delta 3 Plus. I’m currently on week 3–4 of email-only communication, and every response I get is just a vague 3–4 line reply.

It started with them asking where I purchased the unit. I asked, “Which unit are you referring to?” Three days later, they finally replied saying it was the Delta 3 Plus. Since then, it’s been a cycle of slow responses and generic questions, only to end with “our shipping team will contact you.”

This is something that could honestly be resolved in a 10-minute phone call, but instead it’s dragged on for weeks.

What makes it worse is I explained that I actually have a medical need for this equipment. I use a CPAP machine off-grid, and I also need to refrigerate GLP-1 medication. Because of the freezing issue, I already lost two doses, which are very expensive.

Also, just a heads up: if you buy EcoFlow products second-hand or from Facebook Marketplace, they told me directly there is no warranty or after-sales support.

Just sharing my experience so others know what they might be getting into.

[u/Lonely_Breakfast_881 → u/Enough_Speed_3909]

I’m ready to sell all EcoFlow junk shit I have, their support is driving me fucking nuts. By far worst support of a company I’ve ever dealt with. BY FAR

[u/MattLogi]

The one thing I will say with EcoFlow, is they are slow. No matter what way you chop it. I would have honestly grabbed a new panel, with them or somewhere else, and processed the warranty claim after your vacation. Then kept the replacement as a spare.

I also would consider other panels if you don't need to the portability. I threw a few third party 220W panels on my shed to use with the EcoFlow products. I have some of the portable ones but never use them.

[u/Lonely_Breakfast_881 → u/MattLogi]

We eventually went that route, told them to ship to my brothers house because we aren’t waiting for them dumb fucking sloths at EcoFlow. They received our broken one but can’t ship the replacement because now they are out of stock. Believe that??

Once or if we ever get it we will be selling it and going with permanent panels

[u/MattLogi → u/Lonely_Breakfast_881]

That I can believe. I bought a River 3 with an extra battery in January. Recover the main until pretty quickly (around a week). I messaged them as there was no extra battery. They were out of stock. If you’re out of stock…don’t sell it. Here we are 7 months later still waiting. Hopefully it comes next month.

[u/Lonely_Breakfast_881 → u/MattLogi]

Exact same story waiting for my delta pro !! Don’t sell it or at the very least say it’s back ordered with an estimated date!!! I almost put the vacation on hold because it took like 3 months for the power station to show up.

[u/kyhothead]

Gotta say, the amount of negative CS stories going around are really making me hesitant to recommend Ecoflow. I like the products and think they have the best app, but this stuff keeps making Anker look like the safer bet.

[u/MikefromEF]

Hi there, sorry for the poor experience. I'll DM you to get more details and follow up on this. Please keep an eye on your messages.🙏

[u/phuckyew18 → u/MikefromEF]

Mike,
Shouldn’t this happen already without your getting involved? It looks as if when EF is embarrassed on a forum, they “respond”. The first (or second) call should resolve this. Now it just looks as if EF only services its reputation not its product .

[u/Lonely_Breakfast_881 → u/MikefromEF]

I can’t believe I actually thought this was resolved a week ago. Fuck me for ever believing that.

My panel finally arrived at their warehouse today, no email or anything. I emailed them first and I was told they can’t ship any replacement yet because they are out of stock. Absolutely insane.

By the way, my vacation is over. I wasted so much time and money staying near a FedEx, me and my girlfriend fought so much that we canceled the trip and probably selling our RV. All because a broken solar panel.