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:03/25/2024

  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.

  THEY DO NOT HONOR WARRANTIES!I purchased one of their stainless steel motion sense trashcans (model: TRASH-DZT-80-4) and it worked for one yr and then stopped working. We paid $90 now after many MANY reset attempts its completely dead. I contacted the company and was told although it's still under warranty there's a "nationwide shortage" for ************ don't know when they'll be able to send anything. It's been now 2 months and they have no responded to my last few inquiries. I believe they never intend to honor their warranty as they told me they would. I feel that I wasted almost $100 on a very poor product!

• Initial Complaint

  Date:03/22/2024

  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.

  I purchases this motion sensor trash can from Costcos on 1/5/2022.The motion lid on this trash can is no longer working . I went to this company's web site 2 years ago and they show that they have replacement lids called LID-9 on their web page. This item as with most of there replacement lids were out of stock and are still showing out of stock. The lid is much cheaper than buying a whole new can. This item is still showing out of stock. I reached out to this company to try and find out how they have the full can with the lid that I need in stock but do not have the lids. This really does not make sense. I was provided what I would think is really nonsense. The company spokes person *********************************** said this is a shipping problem. I said if this is a shipping problem how do they have this shipping problem lid on a full trash can fully in stock fro *****? I believe this company is trying to price ***** and cheat the consumer. and should remove from there website that they are offering this lid because they have it on the can but want you to buy a whole can with the lid. That would be fine if they would stop misleading people.They are misleading by saying this is a shipping problem when this same lid is on a complete can. The shipping problem does not exist for the full can. you have to put this phone extension to contact ********************************* ************- ext. 120

  Business Response

  Date: 03/27/2024

  Good evening,

  Thank you for your feedback; it is invaluable to us as we strive to enhance our services. Please be assured that our purchasing department is fully aware of our inventory limitations and is actively working to address this issue. We understand the confusion that *** arise from observing inventory available for full units but not for replacement parts. It's important to note that our warranty claims receive top priority in inventory allocation. Any inventory we receive is first allocated to fulfill existing warranty claims before being made available for purchase on our website. For example, if we have 200 back orders and receive 200 lids,those lids will be sent to customers who have filed a claim before being uploaded to our website for general sale. I apologize for any inconvenience this *** have caused.

  Customer Answer

  Date: 03/28/2024

   I am rejecting this response because:
  
  This company, has been out of the trash can lids for well over 2 years buy yet they have the same lids on a new trash can. I am not willing to wait for a year to go by before they get inventory. This company is lying because the same lid is being placed on a brand new trash can. This company does not care about customer service look how long it took for them to finally respond to your message. They can send me a full replacement can and I will be happy to send back the one that I have now. That is the only way we can move forward with this *** customer service company!!

  thank you 

  ****************************;

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  I was gifted a NINESTARS DZT-50-9 Automatic Motion Sensor Trashcan in May 2023. After 6-months, the Trash can motion sensor would not register, therefore the lid would not open. In addition, the trash can would automatically start opening and shutting without anyone near it, and wouldn't stop unless powered off. I emailed NineStars three times to initiate a warranty replacement. Unit is still under warranty and I have tried numerous attempts to contact NineStars and no answer to emails or voicemails. Have left several messages with my contact information and emailed again all to no avail. I need my replacement lid as the unit is under warranty.

  Business Response

  Date: 02/22/2024

  Good morning,

  My apologies for the delayed response as our department is experiencing an excessive number of tickets. I have responded to your ticket#****** and am waiting for your reply. We are so sorry to hear you are experiencing issues with your trash can. We would be happy to help get your unit to function properly once again.        
  Please try the 24-hour factory reset to your unit.   
  
  The 24-hour factory reset goes as follows:        
  Start by switching off the unit.        
  Then remove the batteries from the compartment for a full 24 hours.        
  During the 24 hours while the unit is off, you can wipe down the sensor with a damp cloth or disinfecting wipe.        
  Once the 24 hours have passed you can insert good working batteries into the unit and switch it back on.        
  The unit should be reset and work properly.           
  
  If you are still experiencing issues and are within your 2-year warranty you may utilize the warranty for a replacement lid. 
  You will need to send us via e-mail a valid receipt (proof of purchase) containing the retailer, full date of purchase (mm/dd/yyyy) and product. 
     
  Please also give us the following typed information so we can process this request. Thank you. Have a wonderful rest of your day.   
  -Full Name     
  -Phone Number     
  -Complete Address    
  -Units Model Number 
  
  
  
  
  
  

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The company states unconditional warranty mfor2Years. Have a failed motorized lid on DZT-80 35 trash can. Filled out warrenty request for online 2times no response, no confirmation of case or warranty request. Called numerous times just to be disconnected. Item is less then a week old.

  Business Response

  Date: 02/15/2024

  Hi ****,

  My apologies for the delayed response as our department is experiencing an excessive number of tickets. I noticed you reached out on 02/10/2024 regarding your lid not operating properly. I went ahead and responded to your tickets and gave you some instructions that *** help fix or correct your issues. If for any reason you still need a replacement lid please attach your proof of purchase along with your address information so I can approve a replacement for you. Let me know if you have any questions otherwise have a wonderful day!

  Customer Answer

  Date: 02/16/2024

   I am rejecting this response because:
  
  Because we have NOT come to any solution yet. Responded to the last email, stating the new item may not have a warrenty???

  just sounds like a write off. I provided proof of purchase shipped from NineStars to Amazon to me. 
  

   

  Business Response

  Date: 02/23/2024

  Hi ****,

  It was a pleasure speaking with you last week in regards to your claim and appreciate your patience while I looked into this matter. After a thorough review of your purchase records, we regret to inform you that your claim cannot be processed as the product in question was not purchased from an authorized vendor. Our warranty policy explicitly states that warranty coverage is applicable only to items purchased through our authorized dealers. Unfortunately, as your purchase falls outside of this scope, we are unable to honor the warranty claim.

  We understand that this may be disappointing, and we appreciate your understanding of our commitment to maintaining the quality and authenticity of our products through authorized channels. If you have any questions or concerns regarding this policy please visit our website at *******************************************************************. Thank you and have a wonderful day!

• Initial Complaint

  Date:02/01/2024

  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.

  Poor customer service. Purchased this garbage can and after less than 2 years it wouldnt operate the lid. Informed the business and they asked to try a reset. I wrote back to their customer service and they now say its out of warranty. By the posts under this same product the garbage can apparently has issues with the lid closure and malfunction. The customer service was delayed in their responses as I wrote them 4 emails. This is very unfortunate they do not stand by their product!

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair 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 BOUGHT A MOTION SENSOR TRASH CAN. IT HAS A 2 YEAR WARRANTY. THE WARRANTY IS UP MAY 31,2024. I BEEN TRYING TO GET THIS RESOLVED STARTING IN DECEMBER 2023. THE MOTION SENSOR FOR THE *** OF THE CAN IS NOT WORKING. THE MANUFACTURE TOLD ME TO SEND RECEIPTS, WHERE I BOUGHT IT, AND THE DATE I BOUGHT IT. I TRIED TO SEND THIS **** VIA ***** BUT THE ***** IS NOT GOOD. SO I SENT THE **** VIA ****** I HAVEN'T HEARD FROM THEM.

• Initial Complaint

  Date:01/16/2024

  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 the trash can for our 2nd home in *******. It has never worked properly and if you search the internet, there have been so many complaints about the same thing. The lid has never opened all the way nor every worked properly. It is now not opening at all.

• Initial Complaint

  Date:01/10/2024

  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.

  lid does not work. i was promised a free replacement in august,2023 i still have not received it. it was under warrantee

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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.

  On April 28th 2023, I purchased the Ninestars DZT-***** Automatic Touchless Infrared Motion Sensor Trash Can from Amazon. On Sept 26th 2023, I contacted Nine Star because the Automatic Lid stopped functioning properly. Everytime it closes it sticks and the person has to manually lift it. They responded October 2nd giving instructions on how to factory reset the lid and if that didn't work, if I was within my 2 year warranty, I could utilize that to get a replacement lid. The factory reset was done but still didn't work properly. I submitted all the info needed for a replacement. I was told on October 6th that the lid was out of stock and they have no eta of when it will be available. November 29th I followed up with an email about the eta, with no response from Nine Star. I followed up again on December 19th requesting a new trash can since they still seem to be selling them on Amazon and still have no lids, still no response. I received an email from them December 29th stating, "Currently, we are waiting for this item to arrive. We understand you need a replacement lid. Our team is currently working hard to receive this inventory. Please note, you do have the option of contacting your current retailer for an exchange. Per our policy, we are only able to ship out a replacement lid for your unit. We are unable to send any full units as an alternative due to nationwide shortages of inventory".I am DONE trying to make this right for them. They have offered no solutions to this problem. They take weeks to respond and it's just bad business. I want a full refund!

• Initial Complaint

  Date:12/27/2023

  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 Nine Stars **** Gallon Motion Sensor Trash Can with Stainless Steel Lid on 12/3/2022 from Walmart.In November 2023, the lid stopped working after changing the batteries. I emailed Nine Stars 11/12/2023 and received a response on 11/17/2023. The response from Nine Stars states to respond with proof or purchase (I have screenshots). Ive emailed 3 times since November without a response.Ive called and cant speak with anyone.I am still under warranty and want a replacement.