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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:04/08/2023

    Type:Customer Service 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.
    This business has consistently disregarded my emails after promising to send me a replacement lid for my sensor trash can. They've lied on multiple occasions stating that they would be sending me a tracking number for my replacement after I send my receipt proving that I'm within warranty. They wait days to respond to emails and their phone number is a land line with no answer and no voicemail capability. They market this business as USA but is stationed in ****** and have no regard for US customer's. Below is the last email I send them after 5 weeks of inconsistent replies:

    On Thu, 6 Apr at 6:59 AM , ****** ******** wrote:
    Hi it’s been 3 weeks now. Do I have a tracking number? It doesn’t take this long to mail a lid out. Can a manager respond to this email before I move forward?

    Hi ****** ********,

    We are so sorry to inform you that your replacement item needed just went out of stock. At this time, we do not have an exact ETA of when this item will be available. We are currently experiencing nationwide delays with our shipping imports. Our team is working hard to obtain this item for you. Please expect the package to arrive at the residence provided via the FedEx Ground service once we receive the inventory. We apologize for any inconvenience this may have caused you and appreciate your understanding.

    It took 3 weeks of me constantly asking for updates for you all to “just” go out of stock. At this point I want the whole can replaced. It’s also strange you all ALWAYS wait until Friday evening to respond knowing you’re all closed for the weekends. I need a manager to call my phone ASAP! I’m definitely going to be reaching out to the leaders of this agency due to the consistent unprofessional responses of these emails. Someone should’ve had the decency to call my phone, after I sent the first 5-10 emails. Definitely not going let this encounter get swept under a rug!

  • Initial Complaint

    Date:02/27/2023

    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.
    Purchased an item from this company which it failed working within the warranty period. I requested a replacement and they have not honored the warranty offered during the transaction. 1st replay from the company was open ended indicating they were out of inventory meanwhile the products are available for purchase. Send a second email which they have ignored.
    Thank you

  • Initial Complaint

    Date:02/13/2023

    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.
    Bought trash can less than 2 years ago from this company. The lid no longer functions correctly. When we emailed and asked to be sent a new one based off of the 2 year warranty we were told that they have no idea when a new one would be available or sent to us. This seems to be an ongoing theme for this company. Selling high-priced trash cans with lids that malfunction before the warranty expires and then customers not receiving a refund, an answer, a replacement lid.

  • Initial Complaint

    Date:02/11/2023

    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 have been trying to reach NINE STARS customer service and every time someone answers they say nothing and hang up on me, I have tried and tried over and over, different days of the week, different times of the day with the same results, how on earth is this company still in business??? I have probably have spent more on batteries for my trash can than the trash can!!!! They already have sent a replacement lid with the same results and now the trash can has been discontinued. All I want is a working and better trash can, I would love if upper management will contact me. The customer service sucks and nine stars needs to find out why there phone customer service reps, are hanging up on customers when they call for assistance!!!!

  • Initial Complaint

    Date:01/09/2023

    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 ordered a ninestar trash can March 14 2021. Reached out to the company Dec 31st. They finally responded in email stating they do have a 2 year warranty and needed a copy of receipt and current address and model on Jan 4th. I responded right back on Jan 4th with this information. Have not heard anything and I have been calling both numbers online and it just rings and rings. Needing a new trash can lid. I have model# DZT-80-4.

  • Initial Complaint

    Date:01/03/2023

    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.
    Ninestars Group makes automatic trash can touchless lids. *************************

    They have many blogs the battery compartment lid f**ls into the trash can making the lid not powered and not function**. I have c**led their Customer service dozens of times today and previous months. They pick up and say nothing it is just dead air space. They eventu**ly hang up with out saying a word. It's rude and leaves consumers with no options.

    I have filed this in their support page months ago with no reply and again today. There is no acknowledgement email sent, no follow up what so ever.

    Simply they're forcing you to buy another battery compartment lid. *************************products/cap-9-13

    Thanks,
    **

  • Initial Complaint

    Date:11/08/2022

    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.
    A product was purchased from the company's merchant that was found to have a faulty motor. The merchant referred me to the manufacturer whom I reached out to and provided information pertaining to the purchase. After receiving confirmed emails, I was informed that the top part of the motorized motion garbage can could only be replaced; however due to the item not available and or in stock, it can not be replaced in the foreseeable future. A refund was requested, in addition to having replaced the item with another purchase. The request was denied and notification was received and the reply stated from the manufacturer was reiterated to replace the malfunctioned part of the item when the items are re-stocked. This is unacceptable. A product was purchased and services/merchandise pertaining to that purchase are expected to be rendered or otherwise resolved. A shortage of product and inability to meet supply and demand on the part of the manufacturer does not constitute an inconvenience on the part of the customer.

  • Initial Complaint

    Date:11/07/2022

    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 ordered a part for my trash can nine star group web site, on October 3 they sent it to the wrong address. I have provided them with my current address and I still have not received the product that I purchased, nor have a refund my money back and the USPS return their product back to the company

  • Initial Complaint

    Date:10/25/2022

    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.
    Tried over 30 time by phone and e-mail to call this company. They refuse to call back or write back. I bought a trash can it it has gone defective. The comp at seems fake. I want action take. On this company

    Business Response

    Date: 11/17/2022

    Hi *******,

    We have been responding to this customer since October 26th. Unfortunately, ******'s product has been out of warranty since 2017 so we are unable to provide a replacement lid as our warranty is only valid for two years from the purchase date. The customer has also been threatening us via email and using foul language we were instructed to not respond anymore. 

     

    Best Regards,

    ****** *****-*******

    Customer Service Manager

  • Initial Complaint

    Date:09/29/2022

    Type:Delivery 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.
    September 9 2022 .Ordered a trash can lid and shipped by UPS but got sent back to Ninestarusa . Paid $109.98 and now out my money and they don't answer their phone or emails. Would still like the trashcan lid that I paid for.

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

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