GoSun: most-reported complaints
Automated analysis of 113 public Trustpilot reviews published 2025-09-17 to 2026-09-17. TrustScore 4 from 201 total reviews — see the Trustpilot page. Quick answer: is GoSun legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the product is faulty, with 8 out of 18 identified complaints citing items that do not work as advertised. Delivery failures and issues with customer support are also common, each accounting for 4 complaints. Specifically, some reviewers state that payments were collected without delivery, while others describe support as unreachable or unhelpful. No clear trend can be established for these issues due to the limited number of reviews.
How to reach GoSun
These are the contact details GoSun publishes on its Trustpilot profile, as of our last check on 2026-09-25 — phone 513-299-0750, email [email protected], address 5151 Fischer Ave, Cincinnati, 45217, US.
The company claimed its Trustpilot profile on 2020-08-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-17. Trustpilot ranks it 5 of 9 in Solar Energy Equipment Supplier. We last checked this profile on 2026-09-25 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.2★ on Google (94 reviews)
TrustScore over time
4.3 → 4.0 across 8 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-25 (83%, 4.2d) · 2026-08-28 (83%, 4.2d) · 2026-09-03 (62%, 3.4d) · 2026-09-06 (57%, 3.4d) · 2026-09-09 (53%, 3.4d) · 2026-09-21 (94%, 6.6d) · 2026-09-25 (94%, 6.6d).
What their policy promises
guarantee: 30 days
“GoSun backs our products with a 30 day Guarantee”
refund window: 30 days
“You can send your item back within 30 days.”
refund window: 3 days
“Once we receive your returned item, we will notify you within three days on the status of your refund”
refund window: 72 hours
“Returns will be processed within 72 hours of receipt.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-21.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Reply quality: of 20 company replies to negative reviews analysed, 30% engaged with the specific problem and 65% were generic templates.
Review provenance: 91 company-invited reviews in the recent window average 4.51★, while 23 organic (uninvited) reviews average 3.61★.
52% of its 86 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 44% of this company’s complaints vs a 33% median across 62 ranked companies in its sector.
Review velocity: 108 of this company’s 201 Trustpilot reviews (54%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about GoSun?
Faulty product
8 reports · 44% of complaints“It doesn't work as advertised; in fact, it doesn't work at all.”
The company replied on 2026-09-15: “We’re truly sorry to hear about your experience and understand your frustration. We’d like the opportunity to look into what went wrong and help resolve this. Please contact our support team at…”
Our classifier read this reply as a template response.
“the replacement tube exploded while I was sliding a tray out with hot Thanksgiving dinner”
The company replied on 2025-12-01: “Thank you for sharing this — and we’re very relieved you weren’t hurt. This should never happen, and we’re truly sorry for the experience. Our tubes are built to handle high heat, so this is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The 12V cable broke, which makes the Go Sun cooler basically a very expensive piece of plastic.”
The company replied on 2025-09-19: “I sincerely apologize for the long wait and the lack of updates — I completely understand how disappointing this has been. I wanted to let you know that we’ve just sent you an email with a resolution…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Delivery failed
4 reports · 22% of complaints“They collect $3399 + $100 pre-order and never delivered.”
The company replied on 2026-09-15: “We’re truly sorry for the frustration and disappointment caused by the delay. We’d like to review your order and see how we can help. Please contact us at [email protected] with your order details so…”
Our classifier read this reply as a template response.
“never recieved product and have been charged for product already”
“Unfortunately when they finally had one in stock to send me, they did so in a box not sturdy enough for international shipment.”
The company replied on 2026-03-30: “We’re really sorry for the frustration and the experience you’ve had—it’s definitely not the standard we aim for. We’ve already reached out to you multiple times via email and would truly appreciate…”
Our classifier read this reply as a template response.
Support unreachable
4 reports · 22% of complaints“I ordered solar panels two YEARS ago. I was sent a battery. WHERE ARE THE PANELS?”
The company replied on 2026-09-15: “We’re sorry for the frustration and lack of communication. We can see that your solar panels have now been delivered. If everything has been resolved, could you please consider updating your review…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“they asked for my ambassador code and then completely ghosted me.”
The company replied on 2026-01-28: “We appreciate the years you’ve supported GoSun as an ambassador. Some details in this review aren’t entirely accurate — we’ve recently been making changes to the ambassador program, which…”
Our classifier read this reply as a deflection.
“The 12V cable broke, which makes the Go Sun cooler basically a very expensive piece of plastic.”
The company replied on 2025-09-19: “I sincerely apologize for the long wait and the lack of updates — I completely understand how disappointing this has been. I wanted to let you know that we’ve just sent you an email with a resolution…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Support unhelpful
4 reports · 22% of complaints“the customer service is extremely poor.”
The company replied on 2026-09-17: “With over 180,000 satisfied customers worldwide, we take pride in our products and customer service. If you have a specific issue, contact us at [email protected]. Include your order number and the…”
Our classifier read this reply as a template response.
“Unfortunately when they finally had one in stock to send me, they did so in a box not sturdy enough for international shipment.”
The company replied on 2026-03-30: “We’re really sorry for the frustration and the experience you’ve had—it’s definitely not the standard we aim for. We’ve already reached out to you multiple times via email and would truly appreciate…”
Our classifier read this reply as a template response.
“one unit delivered broken, still waiting on replacement. very poor communication.”
The company replied on 2026-02-03: “Thank you for your long-time support, and we’re very sorry for the frustration caused. We can confirm that your replacement unit has already been sent, and the details were emailed to you — please…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Delivery late
3 reports · 17% of complaints“I ordered solar panels two YEARS ago. I was sent a battery. WHERE ARE THE PANELS?”
The company replied on 2026-09-15: “We’re sorry for the frustration and lack of communication. We can see that your solar panels have now been delivered. If everything has been resolved, could you please consider updating your review…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“3 weeks with no shipment and no communication.”
The company replied on 2026-09-15: “We’re sorry for the shipping delay and lack of communication. We understand how frustrating this must have been, especially after your address was previously accepted. Please contact us at…”
Our classifier read this reply as a template response.
“This was 17 days ago. I’ve got no news about it”
The company replied on 2026-08-27: “Thank you for sharing your detailed first impression! We’re glad you like the compact, thoughtfully organized design. We hope it performs even better once you’ve had a chance to use it with water!”
Billing errors
2 reports · 11% of complaints“they asked for my ambassador code and then completely ghosted me.”
The company replied on 2026-01-28: “We appreciate the years you’ve supported GoSun as an ambassador. Some details in this review aren’t entirely accurate — we’ve recently been making changes to the ambassador program, which…”
Our classifier read this reply as a deflection.
“never recieved product and have been charged for product already”
Compare GoSun with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-21.