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:07/14/2025

  Type:Service or Repair 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.

  Contacted the company about a recall a month ago on chat and was told I would receive a tracking for my replacement. I reconnected with them after a month of silence and was told they had no record of me reaching out. On top of that I have to wait 3-5 months for a replacement so basically Im out of money and an item I cannot use for this recall which is ridiculous.

  Business Response

  Date: 07/15/2025

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

  You first contacted us through live chat and completed the recall replacement process on Jun 20. Because the product was recalled and out of stock, the replacement may take 3-4 months.

  You contacted us again on Jul 6 through email. Because you contacted us through different channels, we did not find your record in the email, so we asked for your order number to query in our recall record system. After finding your record, we informed you again about the time required for the replacement.

  It seems that you are in urgent need of the product, so we just registered for expedited delivery for you. The product is expected to be shipped within two weeks. There will be an email reminder sent to you after the package is shipped.

  We are deeply sorry for all the inconvenience this recall issue caused. If you have any questions, please contact us again.

  Thank you for your understanding

  Best Regards,

  AstroAI Customer Service

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair 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 received an email from ****** that an item I purchased from ****** through AstroAI was recalled. I was provided instructions on how to email for my ***lacement. I emailed the same day and their website states they will ***ly in 24 hours. I did not receive a ***ly and reached out a few more times over the course of 1.5 weeks. They have a live chat feature on their website that does not work. The other option is to call and when i called today the ***resentative *** stated "do not email anymore, 4 times, that is going to be considered spamming" This is very unprofessional and extremely rude. If a customer is trying to get a hold of a business that provides a contact back time of 24 hours and there is no ***ly for over a week, the customer should be allowed to email as many times as it takes to get a ***ly. I was told they were behind with recalls however this is not an excuse for rude customer service and a website which chat doesn't work, emails not ***lied to , and not being able to be helped on the phone. One of the options for the recall is to call. When i asked why I could not just get this taken care of on the phone the *** said to wait until Friday to see if i happen to get an email back and then call Monday if I do not. This is an extraordinary waste of time and impractical.

  Business Response

  Date: 07/01/2025

  Hello, 
  Sorry to keep you waiting for so long, we didn't intentionally ignore your message, after we released the recall information, we received tens of thousands of emails on the same day, it is true that we can't take care of every customer for a while, but we are trying our best to reply, in addition, in order to better serve every customer, we are all in accordance with the order of the time of the email to reply, you sent it on the 19th and then on 24th You sent on the 19th and then on the 24th, so your email was pushed to the back of the reply, because there are too many emails, every day is tens of thousands of letters, I hope you can understand, once again, I apologise for the inconvenience caused to you.
  The item is currently out of stock and we are unable to replace it immediately.
  We have entered your address into the system. Please be assured that we will send you a replacement as soon as the next batch of products arrives (expected within 3-4 months). As soon as it arrives, we will send you a follow-up email notifying you of this, which will include all relevant tracking information.
  You do not need to return the original product to us. Replacement colours will be allocated randomly and we are unable to accommodate specific colour requests.
  We sincerely appreciate your patience and understanding as we work to resolve this issue. We apologise for any inconvenience this may cause you.
  Thank you for your understanding. We will contact you as soon as your replacement is ready.
  Sincerely 
  Jaye 
  AstroAI Customer Support

• Initial Complaint

  Date:06/30/2025

  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 received a recall notification about two mini fridges that were in my kids rooms. The recall email explained that these have caused multiple fires and of course I panicked and did what the email told me to do. I wrote recall in permanent marker on the fridges took pictures of the front and and disposed of them immediately. After a couple days I received an email back saying they were not part of the recall and then I would not be getting any fridges. The recall notice should only have been sent to the affected customers when you get a recall email that states that there were fires with hundreds of thousands of dollars of damage you freak out you do what the email says, and you dispose of the product expecting a new product out of Goodwill. The company should send two new fridges for my kids since they decided to send this email out to everyone and not just affected individuals. The lack of care I have received from ******** is absurd. As a customer, I deserve to be treated with dignity and respect and to be made hole again due to their error of sending this out to everyone and not the affected individuals.

• Initial Complaint

  Date:06/30/2025

  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 received a product recall notice from ****** in June 2025 about an AstroAI 4L Mini Fridge due to fire hazard. Following instructions from the **** and AstroAI, I marked the fridge as Recalled, took photos with the serial number, and disposed of it safely then submitted the evidence as required.Afterward, AstroAI informed me that my fridge was not part of the eligible serial number range, even though this detail was not disclosed in the ****** recall notice I received. Now they are refusing to replace the fridge or offer any resolution, and are ignoring my follow-ups.This has left me without the product and without any remedy, despite acting in full compliance with the recall instructions. I request a replacement or a refund for the product I no longer possess, due to their recall instructions.