Duracell Energy Reviews 

New system of batteries and inverter connected to my solar panels, installed just over a year ago. Noticed no data in app, called customer service and spent so much time on hold. Two weeks have passed and still not resolved. Been offered an engineer call out in 14 days time, with no time slot and expected to wait in! No acknowledgment of my complaint. Very poor indeed, would recommend looking elsewhere when.
16/05/26
I want to add a further update, you will see that I received a response from Duracell. I also received direct communication from customer services. However they only apologised for the delay in sending out an engineer, which still has not happened. Despite responding and asking again about my large ongoing financial loss I have not had any further communication. It is sad that I invested a large amount of money with Duracell for their hardware and they have shown that their brand does not have any morels of their customers. The cheaper alternatives seem now in hindsight to have been a better option as Duracell do not care about customers, only profit.
7/7/26
Today the system is working, PureDrive did finally resolve the issues and after some tough talking met with me and we agreed an amicable financial compensation package that reflected my losses. Within the discussions they repeatedly spoke about improving services, it is therefore disappointing that I find myself once again at the mercy of their customer service team. This time I was left dangling over the function and support of their EV Charger app. I received incorrect guidance, wrong instructions and was left unable to change either EV. Chased and requested support only to be given further confusing miss messages. Experiencing first hand the level of trained staff,
whilst on one of many of the on hold experiences I was subjected too, they forgot to mute themselves so I heard the system working. Basically there are many untrained staff and one train member of staff. When put on hold the untrained staff pleaded with the trained member off staff for support, only to be told, I have many issues I’m dealing with, they will have to wait there turn. Choosing to no longer expose myself to this horror show I thought I would speak directly with Duracell, after all it was this brand I invested in. Sadly PureDrive are the only uk contact, I guess thisreflects how they can be so poor.

Have just been updated from the Puredrive app to Duracell. Thanks to Charlie for his help in making this a timely, painless experience.

I am extremely disappointed with the level of aftercare and customer support from Duracell.

I have now been without a functioning solar and battery storage system for over a month, during a period when I should be seeing the greatest benefit from renewable energy generation. Instead, my energy costs have increased significantly, leaving me financially worse off due to a failure of a system that is still within its first year.

Despite repeated attempts to make contact, I have received little to no meaningful response or resolution. The lack of communication and urgency is concerning, particularly for a product that is marketed as a reliable, long-term energy solution.

This raises serious questions about product support, warranty reliability, and customer care processes. If issues cannot be resolved promptly within the first year of ownership, it creates a significant risk for any customer considering investing in this technology.

I am posting this review as it appears to be the only channel that prompts engagement, but more importantly, to highlight the potential risk to others. A product is only as good as the support behind it—and currently, that support is not being delivered.

Fantastic service support, especially from Charlie. Really helpful and knowledgeable, willing to help all day long.

I contacted Duracell because my app wasn't working (data not available) even though the inverter was connected to the router. Charlie Shakespeare replied straight away and was very helpful throughout, it did take a while to resolve the issue because I don't think they understood exactly what the problem was. It turned out to be a network problem on my side, just needed to re-boot the router which was strange because the inverter said it was connected. Anyway we got there in the end and a lesson learned.
Thank you Charlie.
Neil

Charlie Shakespeare was very helpful.

We’ve had a Duracell battery system for about a year now and unfortunately we’ve been experiencing ongoing issues from the start.

The battery has already been replaced once but the system continues to fail from time to time. A month ago we contacted support through our solar panel service provider asking for help — and for weeks there was no response.

Only 3 days ago we finally received a reply apologising for the delay and saying the issue would be passed to the software team. However we are still waiting for any real progress or solution.

Why did it take so long just to get to this point?

This level of support is very disappointing especially considering the cost and importance of the system. I would defenetely not expect this from Duracell..

After hospitalisation of four weeks came home to find all the monitoring I was used to on my computer had simply disappeared. Using my sign in details failed. But after beng advised to use the inverter serial number and with support from Charlie I now have monitoring as before.

Thank you to Tyla Burnett and the team at Duracell.
If ever I have a query or need help, they are there for you and try to resolve your query as quickly as possible.
Great customer service all round.
And I love my solar batteries too.

Charlie S sorted my App problem with great speed and excellent customer service

Ten year guarantee a lie.
It's nearly a year now and my system has had more glitches than you could imagine.
I submitted a service request when it would not even charge at all on 12/02/26 (I included evidence in the form of screenshots )and I am being totally ignored. It appears the ten year guarantee lasts less than a year .
Go with a company that doesn't advertise false guarantee!

I was told batteries would power the house all day and night,and putting them outside would have no effect.
Now it's winter they run out of power before we go to bed on many occasion,even though we charge up to 100% everyday from the grid. System sends back to the grid when it wants ,system just decides not to charge when the schedule is set.
Was promised a six month review of system which they are scared to do as it will show how bad it's performing,it's been a year ....no six month review!!

,I even purchased an extra battery. Now it's winter it regularly runs out after tea!

UPDATE24/03/2026: I WAS PROMISED A CALL ABOUT A WEEK AGO ,GUESS WHAT NO CALL!!!

GUARANTEE DOES NOT EXIST!!!!!

COMPANY IS NOW IGNORING THEIR LEGAL REQUIREMENT OF A DATA SUBJECT ACCESS REQUEST SO I AM HAVING TO TAKE THEM TO THE INFORMATION COMMISSIONERS OFFICE.

UPDATE 30/03/26 :DIDN'T CHARGE AT ALL OVERNIGHT,SAME SCHEDULE JUST NOT CHARGING THIS IS A REPEAT ERROR! DAYS AFTER THEY TELL ME THERE IS NOTHING WRONG WITH SYSTEM!!

Update 31/03/2026:
Today I told them that it did not start charge on time ,their answer was we fixed this yesterday so it will be alright last night. TARDIS was having it's service so I couldn't go back in time and try again!

Update: 5/04/2026.
Has not started the scheduled charge yet again ,Friday it did not start the charge on time also.
DURACELL KEEP TELLING ME ITS WORKING OK,WHEN OBVIOUSLY IT IS NOT .
Update 7/04/2026:
Again the system has decided to ignore the charging schedule. Today I will be sending back to grid energy that I have already paid for!!!
WHAT A LOAD OF RUBBISH.

Update 12/03/2026:
System has gone haywire today,won't charge , won't connect to the app ,still showing the readings for 10am this morning (battery has dropped since then )

Update 14/03/2026:
STILL IGNORING MY EMAILS!
WOULD YOU WANT TO SPEND THOUSANDS ON A SYSTEM ONLY TO FIND THE COMPANY IGNORE YOUR EMAILS?

Update:23/04/2026
I still have not had a proper review of the system,Ignoring my requests.
Go with one of the other systems out there,these advertising a six month review knowing there is nothing you can do about it if they can't be bothered.
Update 1/05/2026: Another problem with system ,totally ignoring what I am saying by email.
Update 4/06/2026:
System has failed to charge yet again !!!!!
WHAT A PILE OF RUBBISH .
IGNORING MY GUARANTEE REQUESTS .
THIS COMPANY IS FRAUDULENT,GO ELSEWHERE.

This was an amazing first experience when asking for help from Duracell Energy after a change in internet service provider required a full reboot and new credential input. Harry Morse from Duracell talked me through the whole process which is not easy for a first timer. His instructions were clear and he was very patient during the whole time.
He explained every step clearly so I knew I was doing the right thing. Most importantly our system is all back up and working! Thank you Harry!

Great attentive service from Katy (I believe), stayed on the line with me for some 15 minutes while I was talked through reconnecting my system to my wifi (following a provider change).
As Customer Service should work - shame so few companies do not know what the term means!

Had to call in with a issue with my battery spoke to Tyla who talked my through the issues and has got me up and running again.
Excellent customer service, very polite and knowledgeable.

Recently had a visit from Brandon, who was very polite and attentive. Explained what he needed to do and did an excellent job doing so. Everything was tip top. I am very happy with the service provided.

Katie at Duracell energy customer service is a superstar.
There no question she didn’t know the. Answer too. She was very helpful looking into everything for me. The customer service experience I received from her was second to none.
If only all customer service outlets had a Katie. The world would be a better and more helpful place

Will and Harry H arrived to sort out a problem with our battery, which they did very efficiently. But they went beyond expectations by guiding me through the app controlling the system, and advising on the optimum set up. Faultless, a solid 5 ⭐️ service.

I had an ongoing issue with my system, but the team at pure drive were great and sorted this for me effectively and quickly. Katie saw me through from start to finish and gave great customer service.

Great support from Maja helping me (a homeowner) get set up with the various Duracell apps. All explained very clearly and all issues resolved on the call. Thanks very much!