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

  
• 

  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:27/01/2025

  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.

  The package said it was attempted to be delivered when I was home with my family, and no one rang my bell or contacted me, I have an accessible front lawn. I tried to call customer service and the phone number does not work, I would like to get my package, and report this company is untrustworthy and is definitely odd and has no regards for their customers. I also submitted a ticket and it says it takes 3 days because it is busy season. It's currently January 26th, busy season is way past due.

  

  Business Response

  Date: 04/02/2025

  Dear ********,

  We understand your frustration regarding your delivery experience and appreciate you bringing this to our attention.
  After reviewing our records, we can confirm that your package was successfully delivered on January 29, 2025, at 4:23 PM to ************************************************************. If you have not received your package, we recommend checking with household members, neighbors, or your building management in case it was accepted on your behalf.
  Regarding your concern about the initial delivery attempt, while our drivers strive to complete deliveries as efficiently as possible, we do not require them to call customers upon arrival. We apologize for any confusion regarding the attempted delivery and understand the importance of receiving your package in a timely manner.
  As for the support response time, we do experience higher volumes post-holiday season due to ongoing logistics demands, and we appreciate your patience while we work through inquiries as quickly as possible. If you require further assistance, please respond to your open ticket, and our team will follow up accordingly.
  Best regards,

  UniUni

• Initial Complaint

  Date:27/01/2025

  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 order number ******* from Micas on 1/17/2025. UniUni failed a delivery attempt. According to UniUni's website, there should be a second delivery attempt. They only attempted the delivery once, marked my address as inaccessible, and are returning it to the warehouse. I submitted online tickets with both UniUni and Micas on 1/27/2025. I followed up with contacted *******'s chat bot which was not helpful. I have been on hold with *******'s customer service phone line for over 20 minutes today. I want my order to be delivered as soon as possible or issue me a refund. My apartment complex is not inaccessible. There are over 100 units in this complex and deliveries are made daily. ****** ****

  

  Business Response

  Date: 04/02/2025

  Dear ******,

  We appreciate you reaching out and understand your frustration regarding your delivery experience. We acknowledge your complaint about the delivery process and the difficulties you encountered when trying to get assistance.
  After reviewing our records, we can confirm that your parcel was successfully delivered on January 28, 2025, at 11:06 AM to ************************************************************************************. A Proof of Delivery (POD) photo has been attached to your support ticket for reference.
  We understand this situation may be frustrating and appreciate your patience. Please let us know if theres anything else we can assist with.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  ****** ****

• Initial Complaint

  Date:24/01/2025

  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 have a package ordered to my work address, since my apartment building has issues of package theft. There are two main entrances to my secure-access building. The one entrance is marked in 5 different places (very bright, very obvious) that it is a staff-only entrance. There are maps that direct to the other entrance (marked "Reception"), on all 5 of those posted signs. I have never had a problem with any company getting me my packages, as the signage makes everything crystal clear.I was sitting inside my office with my phone on, and two "delivery attempts" are made during work hours. The tracking stated that the business was closed, though people were obviously inside as it is a very open design and people are ALWAYS walking around. No attempts were made at contacting me. I would have happily come to the other door, if that is all it took. I have attempted to contact Uniuni, to no avail. The chatbot told me a ticket was created, yet no ticket number is provided for reference. Trying to call their contact phone number is an act of futility, and not even worth the time. All I want is to get my package and never have to deal with Uniuni again.

  

  Business Response

  Date: 29/01/2025

  Dear ****,

  We sincerely apologize for the frustration and inconvenience you have experienced with your delivery. We understand how important clear communication and reliable service are, and we regret that your experience did not meet those expectations.
  Upon reviewing our records, we can confirm that your package was successfully delivered on January 28, 2025, at 1:03 PM to *********************************************************
  We acknowledge your concerns regarding the failed delivery attempts and the challenges in reaching our support team. We understand how frustrating it must have been, especially when your workplace was open and accessible. Your feedback is valuable, and we will use it to improve both our communication and delivery accuracy.
  If you have any issues locating your package or require further assistance, please reply to this email, and we will do our best to assist you.
  Best regards,
  UniUni

  Customer Answer

  Date: 30/01/2025

   
  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,
  
  **** ******

• Initial Complaint

  Date:24/01/2025

  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.

  Still waiting on to receive my order. 13 days overdue. Their customer support is wasting my time and unhelpful. Their tracking tool is not updating my order status. I feel powerless and don't know what to do.

  

  Business Response

  Date: 29/01/2025

  Dear ******,

  We sincerely apologize for the frustration and uncertainty you've experienced while waiting for your order. We understand how concerning it is when tracking updates are unclear, and we regret any inconvenience this has caused.
  Upon reviewing our records, we can confirm that your package was successfully delivered on January 26, 2025, at 10:34 AM to ***********************************************************************************
  We truly appreciate your patience and understanding. If you need any further assistance, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer Answer

  Date: 30/01/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:24/01/2025

  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 have a unrecognized random package i did not order at all. I do not know where it came from. The number i called from I've been trying to get a hold of. They hung up on me. I do not know the vendor where it came from. Everything I ordered already came in. I do use anything that involves uniuni at all. I just want this is be gone and done with. I have not picked up the package yet either. I do not know what is inside. Their website ***** and can't talk to anyone or even get a return shipping label.

  

  Business Response

  Date: 29/01/2025

  Dear ********,

  We understand how confusing and frustrating it can be to receive a package you did not order, and we sincerely apologize for any difficulties youve faced while trying to resolve this issue.
  To clarify, UniUni operates as a last-mile delivery provider, meaning we deliver packages on behalf of various vendors and shipping partners but do not handle the order processing, returns, or vendor communications. In cases like this, where the package is unrecognized, the best course of action is to track the logistics chain to determine its origin.
  Heres how the process works:
  The vendor ships the package When you place an order, the vendor (e.g., an online retailer or marketplace) selects a shipping provider to transport your parcel.
  A middle-mile carrier transports it Before reaching UniUni, packages are often processed by an intermediary carrier that moves shipments from one country or distribution center to another. In this case, the middle-mile carrier is Gotofreight ******************************
  UniUni receives and delivers the package Once the package arrives in our network, we deliver it to the final address provided by the vendor.
  Since we do not have the vendors details, we are unable to generate a return label or directly coordinate a return. However, we recommend contacting Gotofreight ******************************, as they may be able to verify the tracking number and provide details on the sender or how to proceed with a return.
  We regret that we cannot assist further in this matter, but we appreciate your understanding. If you need additional information, please let us know.
  Best regards,
  UniUni 

  
  

• Initial Complaint

  Date:24/01/2025

  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.

  My parcel was supposed to be delivered Jan 14th. UniUni claimed my address didn't exist so the delivery couldn't be completed. On Jan 17th, before the delivery even went out, it claimed invalid address. Then it sat for days on "Out for delivery". I called everyday and was told it was out got delivery. For 3 days straight. Finally I called and provided a previous successful UniUni delivery before giving the now TWO deliveries that are being held hostage tracking numbers. As of Jan 24th my packaged still haven't arrived and won't until maybe next week. This is costing my business money and is completely ridiculous. 10 days for one and 7 for another that have been delayed since the initial delivery date.UUSC000007053455 completed but these two claim the same address doesn't exist:UUSC000007010401 UUSC000007104394

  

  Business Response

  Date: 29/01/2025

  Dear ****,

  We sincerely apologize for the delays and frustration youve experienced with your shipments. We understand how critical these deliveries are for your business, and we regret the inconvenience caused by the extended wait times.
  After reviewing our records, we can confirm that the following parcels have now been successfully delivered:
  UUSC000007104394 Delivered on January 26, 2025, at 4:44 PM to ************************************************************************
  UUSC000007010401 Delivered on January 25, 2025, at 7:02 PM
  It appears that our drivers initially had difficulty locating the address, which led to multiple delays. However, we are glad to see that your shipments have now reached their destination.
  We acknowledge that this experience was far from ideal and that the inconsistency in address validation caused unnecessary stress. Your feedback is extremely valuable, and we will use it to improve our routing accuracy and communication to prevent similar issues in the future.
  If you have any further concerns or require additional assistance, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer Answer

  Date: 30/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely satisfactory to me. It is unacceptable that I was told that my address didn't exist. It wasn't a coincidence it was some of the coldest days of winter. It took 15 days past the initial delivery date. 

  Sincerely,
  
  **** Ban

• Initial Complaint

  Date:24/01/2025

  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.

  Formally lodging a complaint against UniUni regarding the loss of theft of my parcel, which was entrusted to your company from *** for last mile delivery. According to the tracking information on both your website and ***'s, the parcel was received by your facility on November 14th, but there have been no updates since then. As of today, January 23rd, I still have not received my parcel, meaning it has either been lost or stolen by one of your employees. Upon researching, I discovered numerous complaints from other customers regarding stolen parcels and concerning behaviour by your staff. This is deeply alarming, and it raises serious doubts about the integrity of your operations. I reached out to your customer service team, where I was informed that you had no record of receiving my parcel, despite the tracking clearly indicating otherwise. Furthermore, I contacted ***, who confirmed that the parcel was handed over to your company and advised that I follow up with you. After further correspondence, I received an email from your team, which failed to acknowledge any fault on your part. This lack of accountability is unacceptable. I demand that your company take full responsibility for the loss of theft of my parcel and cover the full cost of the item, which amounts to $233.26 CAD. I expect a prompt resolution to this issue and a clear explanation of how you intend to address this matter.

  Customer Answer

  Date: 25/01/2025

  Revising my request for UniUni to finish the job

  

  Business Response

  Date: 04/02/2025

  Dear *******,

  We acknowledge your complaint and fully understand your frustration regarding the missing parcel. We sincerely regret the inconvenience this situation has caused.
  After reviewing your case, we confirm that the parcel was picked up by UniUni on November 14, 2024; however, it did not arrive at our sorting facility in your area. As a result, we have instructed a leadership team member to provide a Parcel Issue Confirmation letter, which you can submit to your vendor to initiate a claim.
  While we regret that your parcel could not be delivered as expected, we remain committed to assisting you in resolving this matter. If you have any further questions, please refer to your support ticket, where our team will provide next steps.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/01/2025

  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.

  Multiple failed deliveries, unresponsive customer service, no contact from the courier, and deliveries being made to the incorrect address.

  

  Business Response

  Date: 29/01/2025

  Dear *****,

  We sincerely apologize for any frustration caused by multiple failed deliveries and difficulties in reaching our customer service team. We understand how important it is for you to receive your package without unnecessary delays.
  According to our records, your package was successfully delivered to ******************************************************************. A customer service agent has responded to your ticket with Proof of Delivery photos for your reference.
  If you have any concerns regarding this delivery, please feel free to reply to the email, and we will be happy to assist you further.
  We appreciate your patience and look forward to resolving this matter.
  Best regards,
  UniUni 

• Initial Complaint

  Date:23/01/2025

  Type:Customer Service 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 a Temu order on January 12 and Temu let me know my package would be delivered via UniUni. I noticed on the 16th that I had mistyped some numbers in my address and sent a ticket on the website and never heard back. I called them yesterday and was on the line waiting for some time before I gave up. So I went to their chat it and asked IT to submit a ticket for me, again no response. I got a notification saying the package is being sent to the wear house and to contact them immediately. So I called AGAIN just now and the message directing me to press 1 just kept repeating over and over even after pressing it several times. Ive heard nothing at all from UniUni and I have never had an issue like this with Temu, even when errors occur it is NEVER this hard to get an answer from the courier, so not sure why its so impossible with UniUni.I understand mistyping the address was my mistake, but the lack of customer service to help amend my mistake is unbelievable.

  

  Business Response

  Date: 29/01/2025

  Dear *****,

  We sincerely apologize for the frustration and difficulty youve experienced while trying to update your address and receive assistance. We understand how important it is to have clear communication and timely support, and we regret any inconvenience this has caused.
  Upon reviewing your support ticket, we can confirm that one of our agents has updated your address and successfully scheduled the second delivery. Your package is now awaiting placement on the next available route and is expected to be delivered within the next 6 business days.
  We truly appreciate your patience and understand your concerns. If you have any further questions or require additional assistance, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer Answer

  Date: 30/01/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:23/01/2025

  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 a package sent through UniUni and it was out for Delivery on the 16th. The driver failed to deliver twice due to my phone number not being input to the system correctly, so he couldn't call me to let me know he was here.. I called customer support and it was resolved, but no delivery attempt was made again. I called on Monday asking when it'll happen, and was told they'd try again "today or tomorrow", still hasn't happened.Couldn't create a support ticket either, website wouldn't let me. Won't let me reschedule a delivery since the tracking says it's still out for delivery.I'm sorry but you guys are the most stressful delivery service in *************, and I say this as someone who has had decent experiences with it before. I just want my stuff. :(

  

  Business Response

  Date: 29/01/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and stress caused by the repeated delivery attempts and communication issues. We understand how important it is to receive your package in a timely and efficient manner.
  After reviewing your case, we can confirm that your package was successfully delivered on January 24, 2025, at 7:33 PM to ****************************************************************************************************************
  We acknowledge the challenges you faced in rescheduling the delivery and in reaching our support team, and we truly regret any inconvenience this has caused. Your feedback is valuable, and we will use it to improve our service.
  If you have any further concerns or require additional assistance, please let us know.
  Best regards,
  UniUni