Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
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  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

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:06/05/2025

  Type:Delivery 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 placed an order on Temu on April 16 On April 26th it was marked as "out for delivery" with tracking # UUS54H0831161501496 Today is May 6th and a delivery has not been made. I submitted a ticket on May 1st, and I was supposed to hear back ***** hrs. It is May 6th and have not received a reply. I called their customer services and after waiting for 24 mins on hold an agent told me "We are sorry, let me transfer you to my manager" and just transfer me back to the main line. They just have ZERO customer service. It almost feels like a scam, like this is not a real company. I either need this package deliver or it needs to be marked as lost so I can get my money back. Before they come back with their usual response, a delivery has not been attempted, and my address is NOT a P.O Box.

  

  Business Response

  Date: 16/05/2025

  Dear Joseddy *****,
  Thank you for your patience and for reaching out regarding your order. We understand how frustrating this experience must have been, and we truly regret the inconvenience caused.
  We would like to clarify a few key points regarding the delivery timeline and your concerns:
  The parcel associated with tracking number UUS54H0831161501496 was assigned to the driver on April 26, 2025. On that day, the driver marked the delivery attempt as Failed, but unfortunately did not update the tracking system properly to reflect this status. This created confusion and understandably made it appear as though no delivery attempt had been made.
  During this time, our customer service team did their best to support you with the limited tracking visibility available, based on the information provided by the delivery system. We understand it may have felt like you were not being given the full picture, but we want to reassure you that our team was acting in good faith based on the data accessible at the time.
  Your parcel was ultimately delivered on May 9, 2025, and we acknowledge this delivery was significantly delayed. We are sincerely sorry for both the delay and the lack of transparency that contributed to your frustration. Your feedback has been escalated and weve flagged this incident for internal investigation to understand what went wrong and how we can improve our processes moving forward.
  We truly appreciate your patience and hope this clarifies the situation. If there is anything further we can assist you with, please dont hesitate to reach out.
  Best *****************start="1938" data-end="1941">UniUni

  Customer Answer

  Date: 16/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joseddy *****

• Initial Complaint

  Date:25/04/2025

  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.

  Hello I have a package coming from **** and they used UniUni as their last mile shipper. I looked up this company and had only heard bad things about them stealing packages and faking deliveries, so I was just hoping it wouldnt happen to me. On April ******* my package said it was Out for delivery at 10am. I got excited and waited in my living room by the door all day. At 10pm I get a notification that there was a failed delivery attempt. No one had came to my door. No one had attempted delivery. I read posts about UniUni drivers faking an attempted delivery just so they dont have to deliver that day. I was so irritated and I submitted multiple tickets telling UniUni about their drivers faking attempts on deliveries. No one ever came to my house and tried to deliver. After that I was told by UniUni that it would be delivered within 48 hours. Today is April ******* and it has now been 5 DAYS with NO retried delivery and NO contact from UniUniI keep submitting tickets and I keep getting an automated response telling me itll be delivered in 48 hours. Its been past 48 hours and they wont help. I keep calling them but their support line is stuck on an automated message loop and wont send me to a real person. I literally have no one to talk to and reach about my package. Im believing my package was stolen by the driver because I had another package delivered by UniUni YESTERDAY that didnt have a false delivery attempt. I received it just fine. So UniUni where is my package? Why do you all refuse to contact me and help me? It has been 5 days with no retried delivery after your drivers fake attempt and no one will help me get my package or a real answer. Deliver my package. This is so unprofessional and annoying. All of the reviews were right.Attached is proof that Ive been waiting 5 days for a reattempt in delivery on my first package while they were able to deliver another package yesterday. Which proves I have the correct address. My package is stolen.

  

  Business Response

  Date: 08/05/2025

  Dear ********,

  Thank you for your message, and we understand how frustrating this experience has been for you.
  We can confirm that a Parcel Issue Confirmation Letter was sent to you on Tuesday, April 29, 2025, at 8:34 AM. This was issued after internal tracking showed that your parcel stopped moving within our network on April 20, 2025, at 10:19 PM, and no further scans or location updates were recorded.
  Please be assured that our warehouse and operations teams thoroughly investigate all lost parcel cases, including reviewing driver activity and routing data. These investigations are handled with care and in accordance with our internal protocols.
  Next Steps:
  We recommend that you share the Parcel Issue Confirmation Letter with your vendor (Temu), who will be able to initiate a claim or issue a replacement or refund based on their policy. As the parcel was shipped through their service, they remain responsible for completing the order resolution.
  We apologize for the inconvenience and thank you for your patience while this matter was reviewed.
  Sincerely,

  UniUni

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23248924
  
  Yes thank you I am aware that you all finally responded to me after 2 weeks of me having to spam you all with emails and calls. Yes I am aware that you finally emailed me back 5 days after making this complaint finally telling me my package was Lost in Transit. My package was obviously not lost in transit. Your driver lied that they attempted to deliver my package and then they stole it. Never reattempted delivery. Never updated me. Just left with it. You delivered another one of my packages just fine 4 days after you all lied about attempting to deliver the first package. So if I was able to get that one and not the first one when your driver attempted, I know they stole it. I have since gotten my refund from **** and reported you all to them and they will not be using you all as a shipper for my packages again. Ive seen this as a repeated problem with you all and customers. Thanks have a great one. No need for further communication. 
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:25/04/2025

  Type:Delivery 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.

  On 04/18 my package which is supposed to be delivered by uniuni showed as out for delivery. It is now 04/24 and I have yet to receive my package. Their chat bot is inexistent and is never available. On 04/21 I called CS which took over 50 minutes to reach, once I reached someone I was told I would receive a response through email. That same day I received an email that said someone would get a hold of me in ***** hours and that they rarely went over that (I highly doubt that with all the complaints I see here) it is well over 72 hours and no one has gotten back to me. Which to me means either they lost my package or whoever they sent to deliver my package has stolen it! My package was not cheap and I demand it back. How these people are in business is beyond me. Is there no background check to their delivery drivers? Stealing is a felony!

  

  Business Response

  Date: 07/05/2025

  Dear *****,

  Thank you for your message. We understand your concern and apologize for the delay and lack of timely follow-up in your case.
  Our records show that your parcel was successfully delivered on April 29, 2025, at 1:02 PM to **********************************************************
  We can also confirm that the parcel was assigned to a driver on April 18, 2025, and per standard procedure, should have been delivered within 48 hours of assignment. As the delay exceeded this window, weve shared the details with our warehouse and operations team for internal investigation to ensure this is addressed appropriately.
  We appreciate your patience and are glad to see the delivery was ultimately completed. If there are any issues with the contents or further assistance is required, please dont hesitate to let us know.
  Sincerely,

  UniUni

  Customer Answer

  Date: 09/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  KD

• Initial Complaint

  Date:24/04/2025

  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.

  I ordered an item from a company apparently in ***** (tuxedo action)which I did not know was in *****. They finally finished my item and then decided to use an unknown delivery company known as ***, *** then when sending the package to ******* used uniuni for its final mile delivery I have yet to get my package after 5 days. The claim is my address cant be delivered to. This item is for a prom and should have been delivered a week ago.

  

  Business Response

  Date: 30/04/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns.
  Weve reviewed your tracking details and can confirm that your package was successfully delivered on April 24, 2025, to the address provided: **************************************************************************************************. Proof of delivery photos have been included with our reply for your reference.
  We understand how important this item isespecially for an event like promand we sincerely regret any confusion or delay you experienced during the delivery process. If you believe the package was not received as shown in the delivery confirmation, please reply to your support ticket so our team can assist you further.
  Thank you again for bringing this to our attention.
  Sincerely,

  UniUni

• Initial Complaint

  Date:23/04/2025

  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.

  I had 2 separate orders, both ordered around the beginning of April. One order they said they attempted to deliver but the address was wrong. It took 3 tickets and 2 calls. Finally one representative googled the address confirmed it was correct and a another delivery attempt would be made on 4/17. Still haven't received that package. The second order has been in transit to their warehouse for a week. Same thing multiple tickets, tried calling and they can't seem to do anything either. I truly think that the company and it's drivers are stealing packages from customers.

  

  Business Response

  Date: 30/04/2025

  Dear Trishelle,

  Thank you for sharing your concerns, and we sincerely apologize for the ongoing frustration youve experienced.
  Weve reviewed both of your orders and can confirm the following:
  Tracking number UUS5480838125797278 is currently marked as lost in transit between the customs pick-up bay and our sorting facility. A senior agent will be responding to your support ticket by the end of today to provide next steps.
  Tracking number UUS5440833108657597 was assigned to a driver on April 17. Weve reached out to our warehouse team to confirm the current location of the parcel and will update your support ticket as soon as we receive further details.
  We understand how disappointing this experience has been and are treating your case with urgency. Thank you for your continued patience while we work to resolve this.
  Sincerely,

  UniUni

  Customer Answer

  Date: 30/04/2025

   
  Complaint: 23239718
  
  I am rejecting this response because:
  I have called multiple times and submitted online tickets and have gotten the response of "we are investigating the situation" but nothing is ever done. 
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 07/05/2025

  Good day,

  Thank you for your continued patience.
  We can confirm that a Parcel Issue Confirmation Letter was sent to your email on Wednesday, April 30, 2025, at 1:22 PM for tracking number UUS5480838125797278. This parcel was unfortunately lost between the customs pickup bay and our UniUni sorting facility.
  Regarding UUS5440833108657597, the case was initially closed; however, it has now been reopened after internal verification showed it was assigned to a driver and marked "out for delivery" on April 17, 2025, with no further movement since. As a result, we are now classifying this parcel as lost in transit, and a confirmation letter for your vendor will be issued within the next 24 hours.
  We sincerely apologize for the inconvenience and frustration this experience has caused. Your feedback has been noted, and we are working to prevent issues like this from occurring in the future.
  Sincerely,

  UniUni

  Customer Answer

  Date: 10/05/2025

   
  Complaint: 23239718
  
  I am rejecting this response because:

  This is the same response I received previously. I got an email from the business that says the exact same thing and no one else has contacted me or given me an explanation for why one package was "attempted to be delivered" and then never seen again.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:23/04/2025

  Type:Delivery 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 order a package that was handed off to UniUni for the last leg of delivery. There is an update in the attached tracking page that my package was out for delivery as of April 16, 2025. After waiting through the weekend and having no updates and no package arrive, I went to the UniUni website for assistance. I tried multiple times to submit a ticket through their online form, but each time received an error message that I needed to try again because they couldn't process it. I tried using their online chat system, but it could not tell me any detailed information and directed me to call their number. On Monday, April 21st, I called their customer service line and after waiting on hold was finally able to speak to an individual. The person was nice and told me that the driver just needed my phone number, so that they could confirm delivery details. I provided the number and was told that someone would be contacting me soon. The following morning, after receiving no contact and no package had been delivered still, I called the customer service line again and after waiting on hold, I was able to speak to another gentleman. This gentleman was also nice and said he would look into the matter, but while I was on hold the call got dropped. I called back again and waited on hold even longer, before speaking to a lady that was also very nice. She told me that a ticket had been opened and provided me with the ticket number, *******. When I woke up the following morning, April 23rd, there was an email from just before 1:00 a.m. saying that a delivery attempt was made but had failed.I have cameras on the outside of my house and I'm confident that nobody ever tried to deliver the package at any point in the last week. I am willing to drive to ********, ** to pick up the item, if someone could tell me where. I am worried that my package has been sitting in a hot vehicle for a week for no reason other than the driver had no other packages to deliver in my area.

  Customer Answer

  Date: 07/05/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:22/04/2025

  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.

  UniUni falsely claims that they have been unable to deliver to my address despite making zero delivery attempts (I have cameras). The address information they have is complete and correct - including access instructions in the event that the person attempting the delivery needs them. Rather than actually making any delivery attempts, I just get messages that they "couldn't" deliver and they "missed me" despite my being at home at the time all of these deliveries were supposedly attempted. Unfortunately for UniUni, I have cameras and can see that no delivery attempts have been made. I guess UniUni has decided it's too much trouble to actually make delivery attempts, and since they have absolutely no customer service where you can contact someone for help, it's just too bad for their client's customers that they're supposed to be delivering to. It seems disingenuous, at best, to claim delivery attempts are being made when they aren't. Would never do business with this company if I had any idea that my orders would be shipped with them as this has been an ongoing issue, and the companies that use them for shipping should be aware that this is how they operate.

  

  Business Response

  Date: 25/04/2025

  Dear ****,

  Thank you for sharing your experience with us.
  We have reviewed your case and can confirm that your parcel was delivered on April 23, 2025, to the address provided. Proof of delivery photographs have been included for your reference.
  We sincerely regret any confusion this situation may have caused and understand how important a reliable delivery experience is. Should you have any further questions or require additional assistance regarding your parcel, please do not hesitate to reach out to our support team.
  Thank you again for bringing this to our attention.
  Sincerely,

  UniUni

• Initial Complaint

  Date:17/04/2025

  Type:Delivery 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.

  On April 15th, I received an email saying my delivery had been denied due to bad weather, when in fact it had been nice weather here all day. I called customer support and after about 30 minutes of holding because of "high call volumes", was able to talk to someone who simply checked my information and told me they would report it to their supervisor. I was then told my package would be delivered the next day. Guess what? No. Package. I tried to call back and I was on hold almost a. Hour! I still don't have my package...

  

  Business Response

  Date: 25/04/2025

  Dear *******,

  Thank you for sharing your experience.
  Weve reviewed your case and can confirm that your parcel was successfully delivered on April 20, 2025, to the address on file. A confirmation email, including the proof of delivery, was sent the same day for your reference.
  We understand how frustrating delivery delays can be, especially when communication doesnt meet expectations. While we regret the inconvenience caused by the initial delay, we appreciate your patience and are pleased that your package has now been delivered.
  If you have any further questions or require additional support, please dont hesitate to reach out.
  Sincerely,

  UniUni

  Customer Answer

  Date: 29/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do appreciate the response from the business in it's sincerity and kindness. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:17/04/2025

  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.

  UniUni was supposed to deliver a package to me in March 2025 by the direction of *******, but they claimed they didnt have my apartment number, so they sent it back to the warehouse. I called UniUni to give them the correct address and they told me they corrected it, afterwards they emailed me on March 25th saying that they package will be redelivered in 10 business days. April 10th came and they gave me a fake tracking number ***************** when they know their tracking numbers start with UNI- They never gave me a correct tracking number and still have yet to deliver my original order and it has been two months since I placed this order. I have contacted them numerous times and now, I am done dealing with them. They are the absolute worst and the most unprofessional logistics company I have ever dealt with.

  

  Business Response

  Date: 25/04/2025

  Dear ****,

  Thank you for bringing this matter to our attention.
  We sincerely apologize for the frustration and inconvenience you have experienced. After reviewing your case, we can confirm that a second delivery was successfully booked and dispatched on March 27, 2025. Unfortunately, the package was lost in transit during the redelivery attempt.
  Our team will be responding to your support ticket shortly to provide a resolution. We take situations like this very seriously and are committed to ensuring that your concerns are addressed properly.
  Thank you again for your patience throughout this process, and for giving us the opportunity to assist you.
  Sincerely,

  UniUni

• Initial Complaint

  Date:17/04/2025

  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.

  Lying about attempted delivery. Lying about responding to open help tickets. Lying about responding to messages. Non existent customer service. One ****** of the company name will show hundreds of open cases on non delivered items. Company is a scam and should not be allowed to operate in the **. Prob wont be much longer when they get found out on a national level. Sounds like something the news would be interested in breaking.

  

  Business Response

  Date: 25/04/2025

  Dear Dakota,

  Were sorry to hear about your experience and understand how frustrating this situation has been.
  Upon review, we can confirm that your support ticket was responded to the same day it was received, with a follow-up providing next steps. Unfortunately, your parcel was lost in transit during a subsequent delivery attempt, and we regret that we were unable to complete the delivery.
  As part of our process, a letter was issued for you to provide to the vendor. At this stage, the vendor must contact us directly to initiate the claim. We remain ready to assist as soon as that outreach is made and are committed to supporting a timely resolution.
  Thank you for bringing this to our attention.
  Sincerely,
  UniUni