EcoFlow

Dreadful after sales support

After purchasing product and its arrival I tried setting it up. Nothing I did worked. I tried everything. Contacted support but only offered a ‘Bot’ which was useless to help, contacted customer support and that was as useful as a chocolate fire guard! Only help was ‘I’ll email my colleague and they will get back to you’, but don’t hold your breath or you’ll expire! Tried emailing, got ticket number but after numerous emails back and forth no further along. Eventually got a date for collection of faulty unit, unfortunately that day came and went with no collection, chased them again and now waiting for second date. This is now over a month from when I first contacted them. It is a joke!! No help or support, no one returns calls or emails and your left well and truly in the lurch but several hundred pound paid and waiting for the refund. BUYERS PLEASE BE AWARE- once you paid your hard earned money they don’t give a toss!!

EcoFlow promised a brand-new replacement, then tried to substitute a refurbished unit

My experience of EcoFlow’s after-sales support has been extremely poor. I purchased a new STREAM Ultra directly from EcoFlow in November 2025. One of the PV inputs subsequently failed, leaving the unit unable to operate at full capacity. What followed was a prolonged and confused support process involving repeated requests for information I had already supplied, contradictory statements about whether EcoFlow could locate my order, long delays and several different proposed resolutions. Eventually, after escalation to management, EcoFlow confirmed to me in writing: “We will arrange a brand-new STREAM Ultra as your replacement.” EcoFlow then collected my defective unit, and its warehouse confirmed receipt. Despite that clear written commitment, EcoFlow subsequently attempted to persuade me to accept a certified refurbished unit instead. That is not acceptable. I returned my existing unit in reliance on EcoFlow’s express agreement to supply a brand-new replacement. I did not agree to exchange a product purchased new for reconditioned equipment. I have now asked EcoFlow to honour its written commitment, confirm the dispatch date and provide a full warranty for the replacement. Case reference: CAS-20260420-1716294 Order reference: EFUK-42316 I will update this review promptly if EcoFlow supplies the brand-new replacement it has already approved and brings this matter to a satisfactory conclusion. Update 5th August 2026: EcoFlow has acknowledged that a brand-new replacement was previously promised but says the Stream Ultra is currently out of stock. They have offered a refund but as that would apply to the Ultra alone it would leave my two Stream Pro batteries and four EcoFlow solar panels unable to operate together as intended. Indeed it would mean the solar panels are unable to operate at all. I have therefore asked EcoFlow for an urgent compatible replacement or interim solution. The matter remains unresolved, and I will update this review when EcoFlow provides a workable resolution.

Good happy to have one

The EcoFlow customer service is actually excellent

The EcoFlow customer service is misunderstood. It is actually excellent. They over deliver on their own terms especially when a problem takes time. They are a company that innovates, and they have to focus on the product and the complexity of the product to get things right first time. It may take longer to respond and resolve b u t they deliver what they promise. My strong advice is to be patient and consider that not all companies are mega corporations like Amazon, sometimes it takes a little longer. I learned this and consequently have no concerns and genuine confidence. All the terrible reviews are about the length of time, my advice is that you don’t need to worry about it and they will deliver the solution for you.

I had a problem with my nearly 3 year…

I had a problem with my nearly 3 year old Delta 2 product, it was displaying an overload protection on display and unit would not charge or respond to anything I tried, resetting ect. I contacted Ecoflow for repair if possible, after an explanation of my problem the unit was collected from my property by a courier and returned to Ecoflow. In order to get to this point several emails with details and photographs were supplied by myself. After about 2 weeks i received an email stating that I could receive a refund of calculated amount which was not stated or a Brand New unit, I decided to except a new unit which I received about a week later. Although the initial exchange of emails and calls was a bit drawn out at the end of the day Ecoflow came through with this situation and I am very satisfied with them. The new unit works correctly so far and I would recommend Ecoflow products to anyone interested in the company. Yours sincerely C.Legge

Problem solved

Having used customer service in the past when my problem was fully resolved I’ve got to say 100% satisfaction again. I had a problem with my Delta 2 not charging past 50% they sorted that that for me something to do with firmware update. Then a separate issue with my 160w solar panel that I was concerned about but after some discussion and a couple of pictures they replaced it under warranty. They kept me up to date with plenty of emails great communication. I’ve got to say I would not hesitate in buying from this company plus they have offered me 8% discount on my next purchase. Thanks again for a first class service.

Had an issue with a refurbished unit…

Had an issue with a refurbished unit and they sent prepaid postage for me to return my unit. Couldn't fix it so sent a replacement unit. Issues do happen, so it's nice when a company step-up to resolve it.

I gave EcoFlow 4 out of 5 stars.

I gave EcoFlow 4 out of 5 stars. Unfortunately, my PowerStream unit developed a defect. However, the warranty claim was handled smoothly, and I received a refund based on the remaining value without any complications. Since the PowerStream is no longer being manufactured, a replacement was not possible. The only area that could be improved is customer support, as response and processing times are rather slow. If support were a bit faster, I would gladly give 5 stars. Overall, I am satisfied with how EcoFlow handled my case and appreciate their fair and uncomplicated warranty process.

Customer Service and Pre-Sales Hell

While the product reviews online tend to be positive, I wouldn't know. I have been stuck in pre-sales/customer service hell for 3 weeks. The company basically ONLY wants to sell you the product outright. Ecoflow offers onsite consultation, but it is taking me 3 weeks to get an answer on whether they can schedule it. You are assigned a pre-sales person, and you are stuck with that person throughout your experience. When they say, "If you have any other questions, please call or email us"-guess what? You are right back to that pre-sales person and end up waiting. It is almost as if they don't want to sell me a whole home backup system.

Dietmar JankaGermany · Experienced 2026-08-02 · Posted 2026-08-02

Perfect EcoFlow's customer support

I am absolutely thrilled with EcoFlow's customer support: my River Pro stopped charging after a firmware update. The warranty had long since expired, and I was worried about whether—and how—I would ever get a working River Pro again. After I simply contacted support and explained the issue, they offered various troubleshooting steps, even though the warranty had already run out. When none of those worked, they asked me to send the unit in. After I did so, support concluded that I could receive a refurbished River 2 Pro (the successor model) as a replacement. However, since that model was unavailable for some time, they offered me a brand-new River 2 Pro instead—an offer I gladly accepted. A short while later, the brand-new River 2 Pro arrived—I still can't believe it! Many thanks to the EcoFlow service team for their consistently friendly communication and for providing such a generous and professional solution.

Marc Oliver SchönauerGermany · Experienced 2026-08-02 · Posted 2026-08-02

Good Costumer Service

Good Costumer Service. Unfortunatly there was an Deliveryissue. Calculate some Days more for Delivery. The Products have a good quality. I will order more Ecoflow products.

DanUnited Kingdom · Experienced 2026-07-26 · Posted 2026-08-01

Poor customer service and no full refund

I cancelled an order of the EcoFlow STREAM Plug & Play Solar System less than 3 hours after the initial order due to an issue with asbestos on my roofing. Ecoflow are trying to deduct a £115 for 'a handling fee plus shipping costs'. No where on their website does it mention an order cancelation incurring costs, only for product returns, of which I (obviously) hadn't received any products 3 hours after the cancelation request.

Debbie ParkCanada · Experienced 2026-07-31 · Posted 2026-08-01

⭐☆☆☆☆

⭐☆☆☆☆ I rarely leave negative reviews, but my experience with EcoFlow has been incredibly disappointing from both a product quality and customer service perspective. Last year, we purchased an EcoFlow RIVER 3 Plus and an EB300 expansion battery directly from EcoFlow. This wasn't an inexpensive purchase, and we spent a long time researching and debating before finally deciding to invest in the EcoFlow system because we believed we were paying for quality, reliability, and dependable warranty support. We used the system only once for camping and then carefully stored it indoors. Both units remained plugged in while in storage. When we unplugged them to prepare for our next camping trip, the system suddenly became unusable. The RIVER 3 Plus and the EB300 would no longer communicate or synchronize with each other, and neither unit responded as expected. My husband initially contacted EcoFlow through email. He's the type of person who prefers to avoid phone calls, so he patiently waited while communicating by email. We were eventually told that the repair process could take a long time, and EcoFlow offered refurbished replacement units instead. I honestly struggled to understand why products that had only been used once under warranty would be replaced with refurbished units rather than new ones. The only reason we agreed was because we had another camping trip coming up and needed working equipment as soon as possible. We accepted refurbished units purely to speed up the process. Unfortunately, even that process took far longer than expected. We shipped both the RIVER 3 Plus and the EB300 together in the same box. When the replacement package finally arrived, only the main unit was returned. The EB300 was missing. At that point, I took over and called EcoFlow myself because the email process was getting nowhere. The representative apologized and confirmed that the missing EB300 would be shipped separately, but couldn't even provide an estimated shipping date or tell me when we could expect to receive it. As I write this review, we're leaving for a camping trip tomorrow. Ironically, the very reason we agreed to accept refurbished replacements was to make sure we had a working system in time for this trip. Instead, because of EcoFlow's handling of this warranty claim, we'll be bringing only the main unit without the EB300 expansion battery. What should have been a simple warranty claim turned into weeks of waiting, repeated follow-ups, poor communication, a shipping mistake, and unnecessary stress. The most disappointing part isn't just that a system we had used only once became unusable. It's that the entire warranty process made us lose confidence in EcoFlow. Portable power stations are products people depend on for camping, road trips, power outages, and emergencies. Reliability isn't just about the hardware—it's also about standing behind your products when something goes wrong. Unfortunately, EcoFlow failed us on both. This experience has been especially disappointing because we deliberately purchased directly from EcoFlow. We believed buying from the manufacturer would provide the best warranty support if we ever needed it. Looking back, that was the biggest mistake we made. For anyone considering an EcoFlow product, my advice is simple: buy it from Costco or another retailer with a hassle-free return policy instead of purchasing directly from EcoFlow. If we had done that, we likely could have avoided weeks of delays, uncertainty, and unnecessary stress. I sincerely hope no other customer has to go through what we did. Unfortunately, after this experience, I cannot recommend EcoFlow to anyone.

Stephane RochCanada · Experienced 2026-07-30 · Posted 2026-07-31

🇺🇲 " YOUR CALL IS VERY IMPORTANT TO US…

🇺🇲 " YOUR CALL IS VERY IMPORTANT TO US " 🇺🇲 I am already an EcoFlow Delta 3 Plus owner and also own one of your 400W solar panels. I genuinely like your products, which is exactly why I was planning to place another order and expand my EcoFlow system. Unfortunately, after waiting more than 3 hours and 30 minutes on the phone without ever speaking to a single customer service representative, I am beyond disappointed. How can a company that sells products worth hundreds or even thousands of dollars provide such an appalling level of customer service? This is completely unacceptable. Making loyal customers waste hours on hold without any assistance is disrespectful and inexcusable. I was ready to invest even more money in EcoFlow products. After this experience, I am seriously reconsidering that decision. If this is how existing customers are treated before making another purchase, I can only imagine what happens when they actually need support after the sale. No matter how good your products are, terrible customer service destroys customer confidence. Spending more than three and a half hours on hold without reaching a single human being is simply disgraceful. EcoFlow needs to take this issue seriously. Customer loyalty is earned through both great products and reliable support. Based on my experience today, your customer service has completely failed.

Failed the ultimate test 🙁

I always measure the worth of a company by its response when things go wrong. EcoFlow has failed spectacularly in that regard. UPDATE So EcoFlow replied to my original review apologising for inconvenience while simultaneously sending me an email to say my refund for the solar panel amounts to £444.53, when the money they took for the out of stock item was £466.85; a shortfall of £22.32! I expect the refund in full! EFUK-62383 [CAS-20260723-1915411] FURTHER UPDATE 31.7.26 IT GOES FROM BAD TO WORSE I have now discovered via a third-party retail source, whom EcoFlow supplies, that stock of the solar panels will not reach EcoFlow until September. Despite knowing this, they have chosen to string me along and take money for products they knowingly cannot supply! ORIGINAL REVIEW While I was impressed with my purchase of the River 2 power station, I cannot say the same about the Delta 3 Max. The order process has been a disaster. They allowed an order to be placed for a 400w solar panels that are out of stock and took full payment while shipping only the power station. When in email correspondence with the company, one is not dealing with a human; all responses are generated by AI. After 2 weeks of back and forth I still don’t know when the solar panels will be available, so have a pretty heavy paperweight in the way of the Delta 3 Max

Shocking customer service

Shocking customer service, avoid!!! Support will make broken promises re restock/delivery and even backtrack on agreed solutions. I ordered on March 30th. Support contacted me to say there was no stock and offered the Delta 3 classic instead, I said it did't suit as not enough ports, after much back and forth I was told they would be sending the Delta 3. A month later support was in touch again to say that I would have to pay extra for the Delta 3 after telling me otherwise. On June 3rd I called a support line, spoke to a nice lady who agreed that my experience was bad, that I should have received the power station already, and that I shouldn't have been asked for extra money as it was their bad for having no stock. She said it appeared that different people in support were saying different things to me and she would rectify this. Beware the premium rate support line, this call cost me over 20 euro!! A few days later I received the Delta 2, not 3, over 2 months after ordering. I only received the alternator charger today, 4 months after ordering. Why sell stuff that isin't in stock and lie about expected resock/delivery dates? I am very dissapointed with the level of customer service, but it seems like they don't care, will lie and can't wait to close your support ticket if you don't reply within a few days whilst you wait months for you paid items.

Ecoflow blackmailed me to make a good review

The Ecoflow customer service is a disgrace. I ordered a cable by mistake 4 months ago, they immediately accepted the return.....however nothing happened, no refund, I had to ask them about the refund about 8 times over 4 months. Finally, they promised once again to send the refund in July, but this time they also sent a Trustpilot link requiring me to post a review and send them a screenshot and then they promised they would make the refund. This is blackmail. I followed their demands just to avoid giving them any excuse for not refunding me. The money finally arrived after 4 months and me having to post a fake review. The takeaways are don't trust Ecoflow reviews as they are made under blackmail and if you do buy from Ecoflow expect a big long fight with their customer service to get a replacement or a refund.

I bought a Delta 2 unit in November…

I bought a Delta 2 unit in November 2025. The item failed in May 2026 and, after checking for possible issues in my setup, I reported a battery failure on 2nd June 2026. Now, two months later, I still have no replacement, and have had to pursue the company's "customer support" to get updates on progress. I have provided all of the information requested from Ecoflow, and have done so promptly. This has not been the case from their end. Having agreed - two weeks ago - to replace the item, I have now received an email telling me that the item is not in stack and they cannot tell me when I will receive the replacement. I would suggest that such a customer-focused company would make some effort to help the customer and provide an alternative product from stock which would satisfy the customer’s urgent needs. It should noted that some of Ecoflow's customers rely on their equipment to power medical devices in emergencies. Is this how Ecoflow would address their issues if their unit failed? All in all, this is an embarrassment to a company that states in its Mission Statement: "We are, were, and will continue to be a reliable and trusted energy companion for users around the world" Why, then, such a pathetic response when a customer experiences an issue and contacts Ecoflow. I already know that below this review an automated response from Ecoflow wil appear, suggesting that they claim to care about my situation and that I should contact them to resolve the issue: "Dear Ecoflow, don't waste my time sending automated responses when I have already provided everything required to resolve my situation. Instead focus on sending me a replacement item" Do any of Ecoflow's employees or mangement team read these reviews. If so, get in touch. Note: From Craig Bilboe's LinkedIn account: Ecoflow: Crag Bilboe Head Of Residential UK, IE & ANZ Exeter, England, United Kingdom "Craig Bilboe: A highly motivated and results-driven professional with a strong technical and commercial foundation. Expertise in the Renewable Energy sector (PV and ESS) and Electric Vehicle Mobility (AC & DC) markets. Demonstrates exceptional consultative selling skills, consistently achieving outstanding revenue growth and exceeding performance targets. Possesses excellent interpersonal and relationship-building abilities, with a proven track record of cultivating long-term strategic partnerships with key accounts. A collaborative team player with strong decision-making and negotiation capabilities. Experienced in designing and executing comprehensive strategic and tactical business development plans to drive organisational growth and success." Craig: I don't know to whom you've outsourced your Customer Service responsibilities, but they are shaming your reputation!

Great products and a positive resolution

I have several EcoFlow products and have generally been very pleased with their performance and features. When my RIVER 3 Max Plus developed a fault, the support process took longer than expected, but EcoFlow continued working on the case and ultimately provided a replacement that resolved the issue. I appreciate the final outcome and the goodwill shown by the customer service team. Overall, I remain happy with EcoFlow and would consider purchasing their products again.

Ecoflow have great products of…

Ecoflow have great products of interest. It was easy to use the website, make an order and use the reward points I have built up to use on a purchase. Customer service were great at resolving my queries quickly, they were polite, professional and experienced on the phone as well through email communication. Delivery was great and package arrived in good condition.