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Business Profile

Office Equipment Manufacturers

Nine Stars Group (USA) Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Office Equipment Manufacturers.

Complaints

Customer Complaints Summary

  • 55 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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.

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    purchased 11/26/2023 ,paid $29.99 ,company to refund payment ,to date (12/21/2023) no refund even though company received item 12/11/2023 ,no resolution; cannot contact by phone as voice mail is full ,ORDER:#W41630 , DATE: 26 Nov 2023 , PAYMENT STATUS: Paid , TOTAL: $29.99 , no advertising

  • Initial Complaint

    Date:12/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 NINESTARS DZT-**** Automatic Touchless Infrared Motion Sensor Trash Can, 13 Gal 50L, Stainless Steel Base from Amazon on 11/18/21. The lid stopped working properly and I filed a warranty claim with the company at the start of October and received an email confirmation on 10/8/23 well withing their 2 year warranty period. I tried the troubleshooting steps in the email but they did not fix the problem. on 10/13/23 I sent in the required receipt and requested email per the instructions in the original email from them. I have sent it in every 2 weeks since then and I have had not response. I have called and left messages as well as submitted an additional query through their wed site contact form. I just want my replacement lid.

  • Initial Complaint

    Date:11/26/2023

    Type:Product Issues
    Status:
    Unanswered
    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 Nine Stars Motion Activated ************************************************** August of 2023. When I received the trash can the lid did not work properly. I called Nine Stars customer service and I was told to send them via their web site the model of the trash can and the lid would be replaced free of charge. I did that and I received no lid so I have been dealing with the trash can lid not closing properly and opening by itself almost constantly. Today the top of the trash can lid started to break apart. I bought the trash can in used like new condition from Amazon.

  • Initial Complaint

    Date:11/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 their product on February 14, 2023 through the Amazon platform with promise of a 2 year warrant. After only 6 months the product broke on October 12, 2023. I have been trying for over a month to resolve this promised warranty issue to no avail. I have emailed the company on numerous occasions and send the necessary information, called the company and left messages, and contracted Amazon. I have no choice but to file with complaint. This company is untrustworthy and should be reprimanded. Can anything be done to help me please?

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Emailed Nine Stars because my motion trash can lid would only open 1/2 way with brand new batteries in it. They asked me to do a factory reset for 24 hours which I did. If this did not resolve the issue then I was to submit proof of purchase along with the model number and my name and address. Unit is still under warranty. I have tried numerous attempts to contact Nine Stars and no answer just voice mail. Have left several messages with my contact information and emailed again all to no avail. I just need my replacement lid as the unit is under warranty.

  • Initial Complaint

    Date:09/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Less than a year ago I purchased a touchless garbage can from Ninestars that has a 2 year warranty. In the last couple of weeks the item has stopped working. I have written to the company repeatedly and tried to call their customer service. They acknowledged via email that my product is eligible for a warranty but they have now completely stopped responding and show no good faith in honoring the warranty.

  • Initial Complaint

    Date:07/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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 lid replacement from ninestars company website on July 18th 2023. They sent me an email saying that they will send me shipping details. It is now the 27th of July and I have not received any details even though they have charged my account.
    I sent two emails to the company asking for the details and they have not replied to any of the email. I would like the company to either make delivery or refund the money that I was charged which is in the amount of $35.99

  • Initial Complaint

    Date:07/11/2023

    Type:Product Issues
    Status:
    Resolved
    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 11-27-21 I purchased a Motion Sensor Trash Can, Model# *******, which comes with a 2 year warranty. Approximately two weeks ago the lid on the trashcan stopped working and I sent two emails regarding the situation. As of today's date, 07-11-23, I have not received any response. I also looked on their website to inquire about parts for this model and the lid is listed as sold out; which leads me to question how would they send me a replacement. I have also attached the receipt for a new trash can, Model# ***-**-**, which is similar to the one listed above and parts for this model are also listed as sold out on their website which could have been used to repair my earlier purchase.

    Business Response

    Date: 07/25/2023

    Hello *****,

    A warranty claim was processed and shipped out to the customer. Below is the tracking information.

  • Initial Complaint

    Date:07/07/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    BEWARE of doing business with this company. We purchased an automatic trash can and when trying to add batteries to the lid, the battery compartment cover cracked when being removed that rendered it useless. Several emails have been sent requesting replacement just of the compartment cover. Initially, we were told the part was on back order due to supply chain issues. Several months passed and another email was sent and this time they wanted proof of purchase which was provided. Another month passed and another email was sent and the response was the request was being processed and a confirming email would be sent when part shipped. Now a month later, still no replacement part and no further communication. This is a $2.00 part at most and much time has been spent requesting a replacement for a machine that is still under manufacturer's warranty. The batteries are being held in place by duct tape which is unreliable and somewhat unsanitary. We have to replace the tape often. We just want the company to send a small, plastic battery compartment cover for the make and model of can we purchased a few months ago. We have provided all the necessary information to company for it to send the part.

    Business Response

    Date: 07/18/2023

    Hello *****,

    Our end has already resolved this situation, and the customer has received a replacement. Below is the tracking information for the replacement. 

Nine Stars Group (USA) Inc. is NOT a BBB Accredited Business.

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