Mary M.
Avoid ordering directly from Anker Solix
Bought a new gen2 battery direct from Anker as I'd bought a gen1 from a shop previously and had no problems. Buying direct from Anker was a mistake. - delivery communication was inaccurate and poor. I was stressed as I didn't know which parts of the order could have the delivery date changed and feared the really expensive part being stolen as I was not home to bring it in immediately. - delivery was poor. FedEx did allow changing of the delivery date but T&Cs are horrendous. FedEx, or rather what appeared to be a white van subcontractor in a FedEx labled hi-vis top, showed little care for transporting a lithium battery. Box arrived battered and I could see the driver tossing it around like a frisbee looking for the label to scan. Royal Mail did not allow a change of delivery date and "placed" its parcel in a bin as a safe place because I could not be home for their chosen delivery date. - the packaging was poor and more in keeping with a shop display packaging. The outer box cases were crumpled and interior box holding the cables was also crumpled. - the battery was scuffed and certainly not of a "new" quality. Looked more like a return. - called the UK support number on the website to hear an automated message telling me that support was not available by phone and to use email to contact them. - email response was quick but useless. There were multiple emails sent over 2-3 weeks and it felt more like a chatbot than a person (couldn't even get my name right after pointing out they were using my email account name). They offered a token amount for "cosmetic" damage, which I turned down as it was an offensive offer designed to just get the case closed. They really couldn't get, or care about, the fact I was unhappy, especially with them demanding I test the battery to see if it worked or not, given the state of the battery case. - I still have the battery as it "works" but am not happy about it and will not be using Anker products again or recommending them to friends, colleagues or family. AVOID ordering directly from Anker and don't believe the influencers that tell you the support is great. It may be quick but it is not supporting the UK consumer unless it is in their own interest. EDIT 31/03/2026 Thanks for the quick response from Anker Solix. I was in touch with support, via the email address suggested, between 5th March and 24th March and waited until that process was complete before posting my experience. I have supplied the order number and complaint number via Trustpilot as requested. EDIT 01/04/2026 Support have answered only on this thread and not on my internal complaint to them; even though I supplied that reference number as requested. If by "resolved" they mean I walked away vowing never to use, or recommend, them again..... then sure. As for the warranty, not sure that will be worth much given the support I received for the less than perfect item they sent out. As such my rating remains at 1 star
Response from Anker SOLIX USMar 31, 2026
Edit 4/1/2026 ： Hi Mary, Thank you for coming back to us and for sharing the full timeline. We sincerely apologize once again for the inconvenience. Your feedback has been taken very seriously within our team, and we fully understand your concerns and worries. First and foremost, we are genuinely sorry for the experience you had when your unit arrived. Seeing damage on the outer box and then finding scratches or white marks on the device is not what anyone expects when receiving a new product. Even though the product was confirmed as new and the later test results were normal, we understand why the first impression made you feel it might have been used—and we recognize how that can immediately damage trust. We also want to acknowledge your point about safety. Asking you to test a battery when you have doubts about its condition can feel risky, and you are absolutely right to take lithium-ion battery safety seriously. While our intention was to confirm functionality as quickly as possible, we recognize that our communication did not sufficiently address your concerns and did not make you feel supported and respected in that moment. That’s on us. We are glad that the issue has been resolved, but we also understand that your feedback is about how the process felt—not just the outcome. We take this seriously, and your comments have been shared internally with the relevant team so we can improve how we handle similar cases in the future (especially around packaging condition, cosmetic marks, and customer concerns). Please rest assured that we stand behind our products. Your device comes with a 60-month warranty. If any malfunction occurs during this period, please feel free to contact us, and we will definitely provide a solution until the issue is resolved. Thank you again for bringing this to our attention. We value your trust and are committed to making positive changes. Wishing you all the best! Kind regards, Hi Mary， We sincerely apologize for the logistics and delivery issues you encountered while using our services and for the damage to the product packaging. We completely understand your concerns and would like to help resolve this for you. Please rest assured that all products we sell are brand new and have undergone strict quality inspection before leaving the warehouse. We will not sell refurbished products as brand new. At the moment, we haven’t been able to locate your order details through the available information. We’ve already attempted to request your information through the platform so that we can provide proper after-sales support. In the meantime, we kindly recommend reaching out to our official support team at [email protected] with your order details. This will allow us to better understand your situation and assist you as quickly as possible. Thank you for bringing this to our attention. We truly value your feedback and hope to have the opportunity to support you further. Best regards,