Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ninestar automatic lid trash can 09/07/24 from ******. Within 2 months the lid quit working so I submitted a product support ticket to Ninestar. After it went unanswered for a couple of weeks I e-mailed the company again and received instructions to do a factory reset and was told to reach back out if this didnt work. I attempted the factory reset which was unsuccessful. Since then, I have e-mail the company 3 times over the course of several weeks with no response. I called the company earlier this week during their business hours and after multiple unanswered rings a voicemail answered, but unfortunately, it was full. I have requested either a new lid or a refund for this trash can.

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is making inkjet cartridges for printers. I bought 2 sets of their products and it is claimed on the box that it will work with HP 9025 however, HP 9025 won't recognize their cartridges at all. Contact Ninestar and I have been told that they are not responsible and decline even to answer my question regarding if there is a solution or setting that I need to do on my printer in order to make it work. I just wanted to stop selling products with false claims.

  Business Response

  Date: 03/07/2023

  We are the distributor and fulfillment center of multiple different brands inkjet and toner cartridges.

  Our customers are all authorized resellers and retailers who have reseller permit and sell our products in their retail store, online store and platform like Amazon, Walmart. We do not have retail business and or offer any direct sales to end personal users.

  Sometimes, the end users bought cartridges from our authorized resellers but do not contact the actual sellers they bought the products, instead they locate the ship from labels, or Google the products and contact us directly for warranty claim or tech support. In these cases, we have standard procedure to process and require the following basic information in order to get them to the correct support:

   

  1.     Retail store name or online store name where they bought the cartridges.

  If they bought from our authorized reseller, we will redirect the end users to the correct seller of the products, and then the authorized resellers can provide the tech support and customer service and later contact us for replacement or warranty claim. We do not have the personal end users purchase record since all end users are not our direct customers.

  If the product they bought are from the brands who use us as a fulfillment center, we will redirect the end users to the correct brand’s customer service.

  Printers are regional locked, because we only carry inkjets and toners cartridges for U.S. and Canada model printers, if the end users bought them from domestic or foreign online store, we can quickly verify if the cartridges end users bought are correct region and for the correct regional printers.  

   

  2.     Invoice of the purchase order

  This will also help us to find the correct seller of the product, the date on the invoice can also give us basic information of the cartridges’ batch number, chip’s version number, warranty status and we can identify the issue quickly.

   

  Unfortunately, Mr. ****** refuse to provide any of above basic information. Also, he is not our direct customer so we do not have his purchase record. We are unable to find the correct brand, correct seller, batch number, version and then unable to proceed to next step to solve the problem.

   

  We would like to help Mr. ****** to fix this issue , we will also contact Mr. ****** and wish he can provide the following information:

  1.     Retail store or online store name.

  2.     Invoice of the purchase

  If Mr. ****** still refuse to provide the information

  We will require Mr. ****** to send us the photo of the inkjet cartridge he bought, the verison stickers on the inkjets cartridge.

   

  Please take our explanation into account.