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:09/08/2022

  Type:Delivery 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.

  Dear BBB, I am wanting to dispute a charge from NineStars. The charge posted on May 9th, 2022. The total came to $36.99 - one was a ring and the other were 10gal trash bags. I did receive the ring but not the bags. I sent email to Ninestars with no response. When my bank reached out to Ninestars they sent a draft stating that they indeed did send the trash bags - when they did not.
  
  As you can see from the enclosed screenshot that they confirmed the shipment of the rings but continued to send emails stating that the trash bags were in route but they could not have been - I did not receive the item. If you take notice of the email confirmation, they confirmed the delivery of the rings but not that of the trash bags.
  
  I will admit, although I am justified in filing this complaint, I like you, cannot understand why they would send one item and not send the other to the exact same address?! So, this basically boils down to who is telling the truth…….
  
  Truth. Well, if the package was indeed dropped off at the address given, the package would had to have been (automatically) scanned by recipient for which NineStar would have receipt. If they can provide this documentation, then the place of receiving would then be liable. But it was not received, therefore, I am simply asking NineStar to refund the price of trash bags back to card with which it was purchased.
  
  In the enclosed you will find:
  - Date of transaction: 5/09/22
  - Amount paid: $36.99
  - Business promise: It said to contact them and let them know if items not delivered
  - Nature of dispute: Refund of trash bags $15.99
  - Business has not tried to resolve problems with customer
  - FedEx tracking number FedEx tracking number: ************

  Business Response

  Date: 09/21/2022

  Thank you for bringing this to our attention. Unfortunately, we have not received any emails from you as I checked our whole system. After looking into this problem it looks like FedEx might have lost your package as it was given to them the same time your liner ring was given. We apologize for any inconvenience this has caused you. We will be shipping out a replacement package with your trash bags purchased. Please allow 5-7 business days for your item to arrive. If you would like to obtain the tracking information please email us at supp*****************************m

• Initial Complaint

  Date:08/26/2022

  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.

  I purchased a trash can off Amazon less than a year ago Ninestars DZT-80-35 Automatic Touchless 20 gallons.
  It no longer works, I tried calling, emailing several times. Emails get bounced back and no one ever answers the phone. I need a replacement the top no longer opens. I’ve reset, I’ve replaced batteries several times does not work.

  Business Response

  Date: 09/09/2022

  It sounds like the customer is emailing an incorrect email. Our CS email is *******@ninestarsusa.freshdesk.com. We will be more than happy to start a warranty claim for her. 

• Initial Complaint

  Date:08/04/2022

  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.

  Date of transaction: Feb 15, 2022
  Amazon order number: Order# *******************
  
  I bought a NINESTARS DZT-50-9 Automatic Touchless Infrared Motion Sensor Trash Can, 13 Gal 50L, Stainless Steel Base (Oval, Silver/Black Lid) from Amazon for $86.82 (including taxes). In a matter of two months, the dustbin lid stopped working. I contacted the business regarding this and after a few back and forth messages they said it's covered under a 2-year warranty and so they will happily replace the lid for me as soon as they have it in stock. I feel this is just a scheme as they never really intend to replace it for me and they offer a very fake warranty. It's August now and they are still not replacing the item for me. I am attaching my whole email conversation with them to support my case. It's just sad that a business will take that amount of money from a buyer and then give them a ****** non-working product. I am not seeking a refund. All I want is a working product that I paid for. That's just unfair on their part to do such a thing. They could have offered to replace the whole dustbin instead since their lid is the one out of stock but they are happily selling the entire unit as it is. It's such a sad thing to see a company do business in such bad faith. Spineless.

  Business Response

  Date: 08/25/2022

  After reviewing all emails from ******, the customer was notified that the lid they are needing is out of stock and at the time we did not have an ETA but we now have an ETA for the end of September. We also offered the customer an alternative lid but he refused the lid as he rather have the original lid. Once we receive the inventory at the end of September their replacement lid will be sent out. 

  Customer Answer

  Date: 08/26/2022

   I am rejecting this response because:
  
  
  They have been just fooling around with me. They just keep saying they will send it but i am not accepting it till i receive the replacement. I don't trust them at all. I can't believe they are portraying it as if asking for the item i paid for is unreasonable. What a horrible company!!!

• Initial Complaint

  Date:07/27/2022

  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.

  We purchased an automatic trash can, model DZT-50-9 from Wayfair. The automatic lid stopped working within the 2 year warranty period. We reached out to Nine Stars USA on 4/30/22 to file a warranty claim. After it was determined that the 24 hour reset did not fix the issue, we were told that a replacement lid would be shipped to us via FedEx, but that due to supply chain issues, they didn't know when we would receive it. I sent follow-up emails on 7/16/22 and 7/25/22 to the *******@ninestarsusa.freshdesk.com address and haven't received a response. I've also tried calling multiple times, but there's never an answer at the customer service line, or the operator line, and both voice-mail boxes are full. If a replacement lid isn't available, I would like the entire trash can replaced.

  Business Response

  Date: 08/15/2022

  After looking into the emails with ****. A replacement lid was sent on 07/28/2022 but looking at the tracking information the package was lost in transit and a new lid will be sent out today. We apologize for the inconvenience this has caused anyone. 

  Customer Answer

  Date: 08/18/2022

   I am rejecting this response because: The matter still has not been resolved. I sent another email requesting the tracking information on the replacement lid, and the response I received asked if I would like another replacement lid sent. This is incredibly unprofessional. I'm assuming I was lied to when I was told that the first replacement lid was mailed and lost in transit. Until I receive tracking information on the replacement, this claim will remain unresolved.
  

  Business Response

  Date: 08/25/2022

  Here is all the tracking information for this customer.

  
  

  
  

  
  

  Customer Answer

  Date: 08/26/2022

   I am rejecting this response because: the link to the photo of the tracking information is broken. Please manually type in the tracking information. It could also be emailed to me directly. I sent another message to the customer service mailbox over a week ago and still have not received a reply.