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:13/01/2025

  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.

  My package has been at local facility since Dec 30th. Hasn't moved. I had to call 3 times before I spoke to anyone. The 1st, I was hung up within 5 seconds of connecting after 20 minutes of hold, the 2nd time, after ***** minutes, connected to no one, phone call disconnected. The 3rd, the operator, tried telling me that the item just got here and was still going through customs...I gently took a long breathe and pointed out that it cleared customs and has been at the local facility since Dec 30th. With a few oh yeahs and I see that, he escalated it.... that's it for now. Received an email about escalating it and nothing else since. Please deliver my package

  

  Business Response

  Date: 21/01/2025

  Dear Kostandinos,

  Thank you for bringing this to our attention, and we sincerely apologize for the challenges you have experienced with your package delivery.
  After a thorough investigation, it appears that your parcel was unfortunately lost between the customs pickup bay and the UniUni sorting facility. We deeply regret this outcome and understand how frustrating this experience has been for you.
  A customer support representative has responded to your ticket with a resolution. Please review the update for further details, and do not hesitate to reach out if you have any additional questions or concerns.
  We sincerely apologize for the inconvenience this has caused and appreciate your understanding as we work to improve our processes and prevent similar issues in the future.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:13/01/2025

  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 ordered a package that started with *** in the ** and was passed to UniUni in ******. The package has been in my city for almost a month and was marked as out for delivery but still has not arrived. When I reached out for support I was told this is normal and to wait with no additional guidance. Despite having paid dutys for this package I have now started to get sms messages pretending to be *** to collect duty payments with links to fake sites.

  

  Business Response

  Date: 21/01/2025

  Dear ******,

  Thank you for reaching out to us regarding your recent delivery experience. We sincerely apologize for the inconvenience and frustration caused by this situation.
  After thorough investigation, we regret to confirm that your parcel was deemed lost in transit. A resolution has been provided through the ticket you raised with our support team.
  Regarding the fraudulent text messages youve been receiving, we advise you to contact *** directly, as they will be able to assist you in addressing these phishing attempts. Please avoid clicking on any suspicious links in the messages.
  We deeply regret the challenges youve encountered and appreciate your understanding as we work to improve our processes to prevent similar issues in the future.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:13/01/2025

  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.

  Order says invalid address on the 5th, which the address is correct.Dont know why it was marked that as it doesnt even show a delivery attempted. On 1/7/25 I put in a request for redelivery. Tried to call several times and it counts down till it gets down to next in line then it starts counting back up again to 2 minutes infinitely. Cannot get a hold of a live person. Cant get any answers or responses to my ticket request for redelivery. Now the 1/12/25 and still no response. Really feel like this company is a scam to steal packages. Pretty sure have had deliveries from ****** thru same company with no delivery issues before. But everytime it does show them delivering I get scam text messages saying I need to pay money for package to clear customs .really would like my package but at this point thinking I just right this off as a ****** learned not to order from *****.

  

  Business Response

  Date: 21/01/2025

  Dear ********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration caused by the delays and difficulty in reaching our support team.
  We have located your support ticket and can confirm that your address has been updated and corrected in our system. A second delivery has been successfully booked, and your package will be on its way shortly.
  Regarding the fraudulent text messages, we recommend reaching out to your sender directly to report these phishing attempts. Please avoid clicking on any links in such messages.
  We truly regret the inconvenience this experience has caused and appreciate your patience as we work to ensure your package is delivered. Should you have any further concerns, rest assured we are committed to addressing them promptly.
  Thank you for your understanding, and we hope your package reaches you without further delay.
  Sincerely,
  UniUni

• Initial Complaint

  Date:13/01/2025

  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.

  My order failed to deliver twice. So I gave them my actual home address because when I placed the order I found out after they dont deliver to the ** Box even though the address was not a ** Box. So Ive put in tickets and cant get a response. They said they successfully updated the address but they havent delivered the package. Theres no way to get ahold of someone and I just keep waiting. This was a Christmas gift and we are almost in the middle of ******** ****

  

  Business Response

  Date: 21/01/2025

  Dear *****,

  Thank you for reaching out to us, and we sincerely apologize for the inconvenience and frustration caused by the delays in delivering your parcel. We understand how important this delivery was, particularly as it was intended as a Christmas gift, and we deeply regret the issues youve experienced.
  After reviewing your case, we can confirm that the parcel was first received on Christmas Eve but could not be delivered due to incorrect contact information and the location being inaccessible. We recognize how disappointing this must have been, and we take full accountability for the delay.
  We are pleased to confirm that the second delivery was successfully booked and completed on January 19, 2025, to the updated address. While we are relieved the parcel has now been delivered, we understand this does not make up for the extended delay.
  Please accept our sincere apologies for the inconvenience caused, and thank you for your patience as we worked to resolve this matter. Your feedback is invaluable, and we will use it to improve our processes and ensure a smoother delivery experience in the future.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:13/01/2025

  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.

  Same as other complaints tracking order says tryed to deliver but recipients wher not home this is a lie as I was home this has bin going on for two months tryed to reschedule by phone only yes men on the other end with no follow threw I have called 5 times being on hold for an hour only to be promised delivery and not deliver now they tell me I am not in the dilivery area I asked to pick them up my self but that is not allowed so my packages are held hostage for months this is not the fault of the shipper or my self and responsibility is on the shoulders of the shipping company ******* I am flabbergasted that this is how this company operates and gets a way with it

  

  Business Response

  Date: 21/01/2025

  Dear *****,

  We sincerely apologize for the frustration and inconvenience caused by the delays and mismanagement of your parcels. We understand how disappointing this situation has been, and we take full accountability for the experience youve had.
  After reviewing your case, we can confirm the following:
  Parcels JY24CA10A000202176 and JY24CA10A000199164 have unfortunately been returned to the vendor's warehouse.
  ************************* was successfully delivered on January 14, 2025, at 16:52.
  Parcels JY24CA10A000337578 and JY24CA10A000341809 are scheduled for a second delivery following the correction of the address format.
  We deeply regret the inconvenience and confusion caused by these events. Your feedback highlights areas where we must improve to prevent such situations in the future. Please rest assured that we are taking steps to ensure the second delivery is completed without further issues.
  Thank you for your patience and understanding as we work to resolve this matter.
  Sincerely,
  UniUni

  Customer Answer

  Date: 29/01/2025

   
  Complaint: 22798879
  
  I am rejecting this response because: I have given this extra time and still not received any packages that were rescheduled. There is no excuse as there is a large drop box to leave the packages in. They say they attempt delivery but obviously do not. Major failure to do their job!
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/02/2025

  Dear *****,

  We understand your frustration regarding the delivery of your package and appreciate your patience while we worked on a resolution.
  Your address falls outside of our delivery area, and as a result, the parcel is available for self-pickup at the following location:
  ************************************************************************
  Pickup Hours: Monday to Friday, 7:00 AM 10:00 AM
  For self-pickup, please call or text upon arrival at ************** (*****), as this is a self-storage warehouse. Kindly do not go to the front desk of the office, as they will not be able to assist with parcel retrieval.
  We apologize for any confusion and appreciate your cooperation in completing the pickup. Please let us know if you require further assistance.
  Best regards,

  UniUni

• Initial Complaint

  Date:10/01/2025

  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.

  UniUni delivery driver placed the package next to the door, took a picture, logged it delivered - and then picked it up and took it away for themselves.We have contacted the company and they refuse to do anything about it

  

  Business Response

  Date: 29/01/2025

  Dear *******,

  We sincerely apologize for the situation you have encountered and understand your frustration regarding this delivery issue.
  Our team has reviewed your complaint and has reached out to you directly via email regarding this matter. As noted in our message, we kindly ask that you provide any video or photo evidence of the incident so we can escalate this case to the station manager for further review.
  We take these matters very seriously and appreciate your cooperation as we investigate further. Please respond to our email at your earliest convenience so we can work toward a resolution.
  Best regards,
  UniUni 

• Initial Complaint

  Date:10/01/2025

  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.

  UniUni has proven to be extraordinarily unreliable as a delivery service.I have had two packages attempted to be shipped to me that used UniUni for the last ******** from ******************, the other from nike.com.The **** package had its first alleged delivery attempt made in October. The driver claimed that the delivery address - a law firm that receives dozens of deliveries daily - was an 'invalid address'. I have called twice now to specify delivery to my home address. After the first call, they tried again to deliver on Christmas day. Now after the second call there is still no package.The ******** package also had a delivery attempt on Christmas Day. A second attempt was made at 7:58 a.m. on December 30. The office opens at 8 a.m. with hours posted on the door.All of this points to UniUni employing unreliable and dishonest people to deliver packages. From now on, I will not be ordering from any vendor that includes UniUni in its delivery chain.

  

  Business Response

  Date: 29/01/2025

  Dear *******,

  We sincerely apologize for the frustration and inconvenience you have experienced with your deliveries. We understand how disappointing this has been and regret that we were unable to successfully complete your shipments.
  Upon review, we can confirm that your parcels were returned to the vendors warehouse on the following dates:
  BAUNI001820010180104 Returned on January 16, 2025, at 5:00 PM
  UNID000000067166 Returned on December 12, 2024, at 12:02 PM
  We acknowledge the challenges you faced with multiple delivery attempts and appreciate your feedback. While we strive to provide reliable service, we regret that your experience did not meet expectations.
  As your parcels have now been returned, we recommend reaching out to your vendor directly to discuss next steps, including a possible replacement or refund.
  We truly regret the inconvenience and appreciate your patience. If theres anything further we can assist with, please let us know.
  Best regards,
  UniUni 

  Customer Answer

  Date: 31/01/2025

   
  Complaint: 22792784
  
  I am rejecting this response because it totally fails to acknowledge that UNIUNI's service is simply unreliable. I have never had a package undelivered in 20+ years of ordering goods online. Now the first time I deal with UNIUNI, it is because of two delivery failures. 

  UNIUNI has offered no explanation for why their subcontractor labelled an address OF A LAW FIRM as an "invalid address". 

  Nor does UNIUNI explain how, in the case of my second page, they twice advised by phone that a delivery address would be made to my home address, but then returned the package to the vendor WITHOUT ONCE ATTEMPTING THE PROMISED HOME DELIVERY.

  I now check online vendors to determine whether UNIUNI is part of their delivery chain. If UNIUNI is part of the delivery chain, I will not order from them. 

  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/01/2025

  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 purchased two articles of clothing from ******, and ******* ended up being the last mile/end delivery. I expected to wait longer because the products were coming from overseas. When I received tracking updates that stated both packages were in ****** is when the negative experience began. They sat in ****** for over a week before any movement was made. "Delivery attempts" that I do not think were actually ever made, were logged at 10:30-11PM. Trying to call ******* ends up in being on hold for over 40 minutes, and the agents cannot help whatsoever as their "drivers" are not actual drivers, rather individuals. They have no idea when, or if your package will ever be delivered. Only 1 showed up after me inputting several not replied to support tickets, and calling multiple times. I'm still fighting for the 2nd package, which was marked as a "Failed Delivery" over two weeks ago. Once again, ******* representatives cannot tell you any actual information about your package. They continue to tell me that the package will be "returned to the warehouse" and I can schedule a delivery then. Once again, the tracking hasn't updated in over 2 weeks. I have read that this is the typical experience. I will be hesitant to ever order anything from overseas again with the fear that this company will be the last mile fulfiller. Support is non-existent, and they have no idea what's going on.

  

  Business Response

  Date: 04/02/2025

  Dear ****,

  We acknowledge your concerns and sincerely regret the delay youve experienced with your delivery.
  After reviewing your case, parcel UUS4CL0565753952282 is currently marked as "Processing Delay" as of January 19, 2025. This means our warehouse has identified the parcel as missing, and we have initiated a search process, which typically takes up to 14 days to complete.
  Next Steps:
  Please allow 14 days from January 19 for the search process to be completed.
  If the parcel is found, the tracking status will automatically update, and it will be assigned to a driver for delivery within 48 hours.
  If there are no updates after 14 days, we recommend reaching out to us for further assistance.
  We understand how frustrating this situation is and appreciate your patience while we work to resolve it. Please let us know if you have any further questions.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22791194
  
  I am rejecting this response because: The package has already been missing for that long. It is very clear it will not be located and it has either been stolen by a driver or completely lost. Please communicate with the vendor so I can get my refund. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/02/2025

  Dear ****,
  Thank you for reaching out. We understand your frustration and appreciate your patience regarding this matter.
  A Parcel Issue Confirmation Letter was sent to you on Thursday, January 30, 2025, at 6:16 AM. This email contains instructions on how to proceed with requesting a replacement or refund from the vendor. Please note that the final decision rests with the vendor, as they determine eligibility for refunds or replacements.
  If you have not yet reviewed the email, we encourage you to do so and follow the outlined steps. Should you require any further clarification, please dont hesitate to reach out.
  Best regards,
  UniUni

• Initial Complaint

  Date:09/01/2025

  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.

  They attempted to deliver my package November 9th 2024. They tracking info says they had the wrong address sent back to warehouse. Ive emailed them twice, called them twice. Its been a month, and no package.

  

  Business Response

  Date: 04/02/2025

  Dear *****,

  We appreciate you reaching out and understand your frustration regarding the initial delay with your delivery.
  After reviewing your case, we can confirm that our agents successfully assisted in verifying a new delivery address, and your parcel was delivered on January 16, 2025, at 12:32 PM to ********************************************************************************************
  We regret any inconvenience caused by the initial address issue and appreciate your patience while this was resolved. If theres anything else we can assist with, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:09/01/2025

  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.

  Trying to request support about a delivery and every time I fill out the form it responds failed to create ticket. Please try again A tracking number for my pack was sent but the tracking number doesnt work.

  

  Business Response

  Date: 04/02/2025

  Dear *******,

  We acknowledge your frustration regarding your delivery experience and the difficulties you've encountered when trying to request support.
  Our records confirm that your parcel was successfully delivered on January 10, 2025, at 11:54 AM. We understand that you have been unable to create a support ticket due to a system error, and we sincerely regret any inconvenience this has caused.
  If you are experiencing issues with your tracking number, please ensure it has been entered correctly. If the issue persists, we recommend reaching out to the sender (retailer) for further assistance, as they may be able to provide additional details regarding your order.
  We appreciate your patience and are happy to assist with any further concerns.
  Best regards,

  UniUni