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:24/02/2025

  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 placed an order through ***** for 7 items and received 1 of the items successfully. The other items I received a notification that my package was "out for delivery" and then suddenly "Delivery Failure Notification" due to a lack of signature, for which I was completely unaware that was needed. This happened twice within 2 days with zero notice that a signature was needed. I have placed over 50 orders with ***** over the past few years which have never needed a signature. After 2 "failed attempts" I'm being told that my packages have been "sent back to the warehouse". I have tried contacting both UniUni (completely unresponsive on every front) as well as *****, whose customer service has me spinning in circles. Ex: They answer a question vaguely saying "Please give us your tracking information", followed by "Please view your information in your Order section on the website" and then after going back and forth, "Please be advised that you are in the European Market. We recommend contacting customer support in the ************* market so they can assist you with your concerns. Thank you." This is unbelievably awful customer service. I would like my items ideally, but would be satisfied if my money was refunded.

  

  Business Response

  Date: 26/02/2025

  Dear *********,

  Thank you for reaching out. We understand your frustration regarding your delivery experience and appreciate the opportunity to clarify the details.
  After reviewing your case, we can confirm that you submitted your support ticket on February 21, 2025, at 9:49 AM, and our team responded on February 24, 2025, at 10:48 PM, confirming your details and successfully booking a second delivery. Your package was then delivered on February 26, 2025, at 9:59 AM to ****************************************************************************************
  We regret any confusion regarding the signature requirement and apologize for any inconvenience caused. If you have any further concerns regarding your order, we recommend reaching out to ***** directly, as they will be able to assist you with any next steps regarding your items.
  We appreciate your patience and thank you for your feedback.
  Best regards,
  UniUni 

• Initial Complaint

  Date:24/02/2025

  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.

  Courier lied, claiming to be unable to deliver my package as I (the recipient) was "not home". However, I live in a building with a 24/7 manned concierge desk, and secure package room. They never attempted redelivery despite their message saying they automatically will, never responded to my ticket opened on their website (despite their email receipt promising to within ***** hours), and cannot be contacted in any way. Due to their false claim, I am unable to resolve my issue with the actual merchant (Aliexpress) as they automatically side with the courier and refuse to refund or intercede. This has caused a significant financial loss on my end.On my end, I have attached images of: 1. The tracking information from Uniuni with the false claim of being unable to deliver my package due to no one being at home 2. An email receipt of a ticket being opened with Uniuni which explicitly promised to respond within ***** hours, which has already passed 3. Aliexpress denying my claim and refusing to refund 4. A screenshot from ******************** (my building's landlord company), showing details for the building I live in (***************************) that includes, as highlighted, 24 hour concierge service.

  

  Business Response

  Date: 26/02/2025

  Dear Shina,

  We sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important this package is to you and regret any delays or miscommunication regarding your delivery.
  After reviewing your case, we can confirm that your package was placed into ****************** status on February 19, 2025, at 7:46 PM due to the drivers message indicating "contact failed and inaccessible." This means the parcel should have been returned to the warehouse to await further instructions from you.
  We have reached out to our warehouse team to verify the location of your parcel and will provide an update via your support ticket as soon as we receive more details. We recognize that our response time did not meet the expected ***** hour window, and we sincerely apologize for this. Your feedback is valuable, and we are addressing this internally to improve our communication and service.
  We appreciate your patience as we work to resolve this matter and will follow up with you as soon as we receive an update.
  Best regards,
  UniUni

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22978749
  
  I am rejecting this response because:
  
  Aside from promising to respond with an update, no concrete action to actually deliver my package was promised. Until I physically receive AND verify my items, uniuni has not done their job. Additionally, they did not inform Aliexpress, thus my funds are still frozen and I am unable to receive a refund instead of the delivery. Finally, even as a courtesy, uniuni did not acknowledge nor apologize for the blatant lie their delivery courier told in claiming the package was undeliverable due to no one being at home.
  
  I reiterate: . Until I physically receive AND verify my items, uniuni has not done their job.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 09/03/2025

  Dear Ms. ************* and foremost, please accept our sincerest apologies for the frustration and inconvenience you have experienced. We acknowledge and understand the severity of your concerns, and we regret that our previous communications did not address them fully or meet your expectations.
  We want to assure you that we are taking your case very seriously. We recognize that until you physically receive and verify your items, our job is not complete. Your point is both valid and fully understood.
  To address your concerns directly:
  Concrete Action Toward Delivery: We are actively working with the warehouse and senior logistics management to trace and locate your parcel, especially since it was not returned to our facility as expected. Our priority is to either deliver your package to you without further delay or to provide a formal confirmation for you to pursue a resolution, including a refund through the appropriate channels.
  Communication with AliExpress: While we understand your frustration and expectation that UniUni should coordinate directly with AliExpress, we must clarify that as the delivery carrier, we are not authorized to intervene directly with AliExpress on transaction or refund matters. Our role is to ensure the physical delivery of the parcel, and any transaction disputes or refund requests must be handled directly between you and the seller or platform. However, we are committed to providing you with any documentation or confirmation needed to support your claim with AliExpress.
  Courier's Misstatement: We also deeply regret and apologize for the incorrect statement made by our delivery courier claiming that you were not home for delivery. We take this matter seriously, and this has been formally reported to our operations leadership for review. Any form of misinformation is unacceptable and will be addressed with the courier involved.
  Please allow us a brief period to finalize the next actionable steps. We are committed to either delivering the parcel to you or ensuring that the necessary documentation is provided to support a refund claim, depending on the outcome of our investigation.
  Again, Ms. **** we deeply regret the way this has been handled so far, and you have our commitment that we will follow through and keep you informed. If you prefer direct contact, please let us know the best way to reach you for timely updates.
  Sincerely,
  UniUni 
  

  Customer Answer

  Date: 10/03/2025

  
  Complaint: 22978749
  
  I am rejecting this response because:
  
  Again, no actual solution has been rendered aside from giving promises of helping with either finding AND delivering the package(which has NOT been done, nor has the package even been located), to provide a refund. Yet again, no concrete action has been taken.
  
  I acknowledge Uniuni said they will help to provide proof to Aliexpress in order to facilitate a refund. But as I have mentioned in my previous message, and as seen in the screenshot of the order detail on Aliexpress I have included, due to the company's inaction and even straight up lie about not being able to deliver due to me "not being at home", Aliexpress has already deemed my "invalid". And furthermore again due to Uniuni's INCREDIBLY, UNPROFESSIONALLY slow responses, my order and refund request are even already frozen on Aliexpress and thus I am unable to directly ask them for a refund for my item. As such, in the situation where my package has been lost and cannot be physically delivered, Uniuni MUST intercede and coordinate with Aliexpress to guarantee my refund, despite statements that they cannot do so, as it is due to THEIR inaction that I can no longer do so myself.
  
  I reiterate my statement that, until I physically receive AND verify my package, OR receive my refund, Uniuni has NOT done their job.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 20/03/2025

  Dear ***** ***,
  Thank you for sharing your concerns. We understand your frustration and would like to clarify our response.
  On Monday, March 10, 2025, at 9:44 AM, our senior agent provided a resolution which included the necessary documentation to present to the vendor for further assistance. As per standard procedure, once a parcel issue confirmation letter is issued, it is the vendors responsibility to proceed with their resolution process, which may include a refund or replacement based on their policies.
  Please note that our role as the delivery service is to provide the vendor with the required documentation for them to address your concerns appropriately. For the next steps, we recommend contacting AliExpress directly to initiate their resolution process.
  If you need us to resend the documentation or have any further questions, please feel free to reach out. We apologize for any inconvenience this may have caused and appreciate your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 21/03/2025

   
  Complaint: 22978749
  
  I am rejecting this response because:
  
  My package has still not be found and/or delivered to me.
  
  Fine, I will attempt to reach out to Aliexpress with regards to the package.
  
  However, given that the lost item is still squarely uniuni's fault, and that I was provided promises from the agent in previous correspondences that they are still attempting to locate the package to thereby deliver it, I will not close this case until this has been achieved by the company. I have only been given excuses, never answers, and so the issue remains unsolved.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:24/02/2025

  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.

  on 2/15/25 @ 4:15 pm uni uni driver came to my house but did not deliver my package. My Ring camera alerted me to delivery so I went outside but no package. I quickly review video and see him walking back to his car with my package. I immediately call ******* customer service and ask them to contact driver before he leaves my neighborhood as he is still in his car at my house. Woman on phone assured me he will automatically redeliver my package tommorow, 2/16. I again asked why can't he just deliver it now since he's already here. I went outside again but he drove away. He scanned my package "wrong address" @ 4:21 pm. He sat there for 6 minutes @ the correct address before that scan was made. No update on my package until 2/17 "returned to warehouse". I have called and submitted online support tickets multiple times and have gotten no response. Now phone calls just loop over and over with nobody actually to talk to. It is 2/20 and no other scans on my package. PLEASE deliver my package!

  

  Business Response

  Date: 26/02/2025

  Dear ******,

  We understand your frustration regarding your delivery experience and appreciate you bringing this to our attention.
  After reviewing your case, we can confirm that our Customer Support team has been actively engaged with your support ticket and has successfully rebooked a second delivery for your package. You can expect your parcel to arrive within 6 business days. Tracking updates will be available as your package moves through our network via ******************************.
  We appreciate your patience and look forward to completing your delivery soon. If you have any further questions, please refer to your support ticket for the latest updates.
  Best regards,
  UniUni 
  UniUni 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22966968
  
  I am rejecting this response because: On 2/28, Uni Uni responded to BBB stating that my 2nd delivery from warehouse is scheduled within 6 days.  On the same day, 2/28, Uni Uni sent me an email dierectly stating that the warehouse said I must provide a different delivey address!  I also have an email from them on 2/22, 2 days after my original complaint to BBB was submitted, that my 2nd delivery will be within 10 days.  Today is 3/6.  I received an email response from Uni Uni today starting from scratch.  This treatment is unacceptable.  I have done everything they have asked pertaining to ****** maps and verifying my address is correct.  My Ring video clearly shows Uni Uni driver was at my house with my package.  I don't understand why he did not deliver it.  He could have rang the bell or asked me when I ran outside instead of driving away.  I am simply asking UniUni to PLEASE redeliver my package that I ordered and paid for on 1/31/25.  I truly appreciate your help with this.  Thank you!
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 17/03/2025

  Dear ******,

  Thank you for reaching out and providing detailed information about your experience. We truly understand how frustrating and concerning this situation has been, and we want to start by sincerely apologizing for the inconvenience caused.
  We have reviewed the tracking history and can confirm that the package was scanned as "wrong address" on February 15, 2025, at 4:21 PM, and subsequently returned to the warehouse. We understand from your message that you observed our driver at your address without completing the delivery, and we fully recognize how upsetting this must be.
  Unfortunately, Temu has advised that parcels in storage or returned to the warehouse are not eligible for a second delivery attempt, and as the contracted delivery partner, we must follow the process set by the merchant.
  At this point, we kindly recommend contacting Temu directly for further assistance regarding next steps with your order, including options for reshipment or refund.
  We deeply regret any frustration this situation has caused and appreciate you taking the time to bring it to our attention. Your feedback has been noted internally, and we are reviewing this incident to prevent future occurrences.
  Thank you again for your understanding.
  Best regards,
  UniUni

  Customer Answer

  Date: 24/03/2025

   
  Complaint: 22966968
  
  I am rejecting this response because:  I have wasted countless hours trying to get my package delivered by uniuni.  I cannot believe that is your response.  Since day 1 all my my phone calls and emails I was assured my package that was returned to the "warehouse"  , for no valid reason, would be redelivered.  I was told this over and over again on the phone and emails.  You even told me to contact ****** Maps to adjust the pin of my house which I did and they corrected the pin in 2 days.  No other delivery company has ever had an issue delivering to my house or finding my house.  Even your driver found my house.  GPS is far from perfect.  You should let your drivers know that.  I should have told this while I was on the phone with UniUni while the driver was outside my house in his car.  I would have never let him drive off with my package.  I foolishly believed your representitive on the phone.  She actually promised me it would come out the next day.  Blatant lie!  Where is your supposed "warehouse"  located?  I should be given the option to pick up my package especially after all this run-a-round.  You're saying Temu dictates to UniUni that their packages only get 1 shot at being delivered?  Do your drivers know this?  If yes,  then it behooves you to make sure they know how important it is to complete all Temu deliveries.  It should not be a ****** whether or not I get my package delivered because of what delivery company the vendor chose to pick!  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 02/04/2025

  Dear ******,

  Thank you for your response. We understand that this situation has been frustrating and disappointing, especially given the time and effort youve invested in trying to resolve it.
  We have reviewed your full communication history, including all calls, emails, and ticket submissions, and we acknowledge that the experience you had did not meet your expectationsor our service goals. You were given multiple indications that redelivery would be possible, and we recognize how that has contributed to your frustration, particularly as the delivery was ultimately not completed.
  To clarify:
  Your parcel was initially returned to the warehouse due to a delivery issue related to address accessibility, which prompted our team to recommend updating your location pin with ****** Mapsa step you completed, and we appreciate your effort in doing so.
  Temu changed its redelivery policy in the third week of March, and currently does not permit second delivery bookings once a parcel has been marked undeliverable. As a result, this parcel was returned to the vendor before a redelivery could be scheduled under the new policy.
  We recognize that our customer service team continued to assure you of redelivery without being fully aligned with the updated Temu protocol. That disconnect is being formally reviewed.
  We sincerely apologize that your parcel was not delivered before the policy shift, and we understand how disappointing it is to be left without your item after such effort on your part. While we do not have the ability to override Temus delivery rules, we recommend reaching out directly to ***** customer service to request a replacement or refund, referencing the parcel's return status.
  Regarding your request to pick up the parcel directly: UniUni does not operate public-facing pickup depots, and due to vendor policy and liability, we are unable to release Temu parcels directly to customers from our warehouse facilities.
  We want to be clear that we are taking this seriously. A formal internal investigation is now underway to review where breakdowns occurred between our customer service team, driver communication, and warehouse operations. These situations should not escalate to this level, and your experience will be used as a case study to prevent similar issues moving forward.
  Again, we sincerely apologize that we were not able to fulfill this delivery prior to the policy change, and we appreciate your patience throughout this process.

  Thank you,

  UniUni

• Initial Complaint

  Date:24/02/2025

  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 was advised to use this service by an ****** vendor to return a product. I dropped off the item, properly labeled and packaged, on Dec 31 2024. I've heard nothing from the vendor regarding receipt and my pending refund, so tried tracking the item on Uniuni's website; I still have a copy of the shipping label. It says it doesn't exist, and my attempts to contact Uniuni through their customer service have gone unanswered.Separate,y, how can they have an A+ BBB Rating, when their customer reviews are 1/5? ******************** will loose their reputation if this is how they rank businesses, compared to the rating applied by the actual consumers!

  

  Business Response

  Date: 26/02/2025

  Dear ****,

  Thank you for reaching out. We understand your concerns regarding your return package and sincerely apologize for any confusion.
  To clarify, UniUni is a last-mile carrier, which means our role is solely to deliver packages from a distribution center or local hub to the final recipientyou, the customer. We do not handle outbound shipments, including returns, as those are managed by what is known as a first-mile carrier.
  Heres the key difference between the two:
  First-Mile Carrier (e.g., *********** DHL, or postal services): Handles the initial shipping process, including returns, by picking up packages from customers or vendors and transporting them to distribution centers. If a return is needed, the vendor should provide a return label for one of these carriers.
  Last-Mile Carrier (UniUni): Responsible only for the final leg of the delivery, ensuring that packages reach their destination after being handed off by a first-mile carrier or retailer. We do not pick up, process, or return parcels to vendors.
  If the vendor instructed you to drop off your return at UniUni, this was incorrect. We are not set up as a first-mile carrier, and any return should have been arranged through ***, *****, or another authorized shipping provider.
  If your package was mistakenly left with us, it would have been placed in our storage area. Depending on our contract with the vendor, it will either be:
  Returned to the vendors warehouse after 30 days in storage, or
  Disposed of if no retrieval request is made.
  Because of this, we strongly recommend reaching out to the vendor to clarify the return process. They can then contact UniUni directly to verify if we received the package and how it has been handled.
  We sincerely apologize for any inconvenience and appreciate your understanding. Please let us know if there is anything else we can assist with.
  Best regards,
  UniUni

• Initial Complaint

  Date:24/02/2025

  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 this courier company is responsible for delivering my package which ships from outside ******. The status of the package was updated as Out for delivery on Feb 20th 7:00am, during Feb 20th to Feb 22th, I called Uniuni multiple times to ensure that the package is in normal operation and I am told the package would be delivered by the end of the day every time. Sunday morning the package updated as processing delay, an investigation started. The representative mentioned the package is missing right after *** confirmed they still have the package on Saturday night when contact them through phone channels. A few tickets created and submitted online does not get any response regarding this case which is not within the standard timeframe of the procedures. I am been still told to wait as Uniuni leave customer no choice but to wait. I told ********************** that intercept package and I will go directly to pick it up, they said the package is with the driver for delivery today. Every time I called Uniuni I am been given the same answer. But the package never come until it updates as Missing. The package is so important and I did everything I could to follow up, track and trace the package, but it seems like it does not work. The information Uniuni provided is inaccurate, not responsible, careless. I am seeking for help from Bbb as the package is identified as missing from Uniuni, my only appeal is to locate and find out the package.

  

  Business Response

  Date: 26/02/2025

  Dear Bingqiao,

  We sincerely apologize for the frustration and concerns youve experienced while tracking your package. We understand how important this shipment is to you and regret any confusion caused by the updates provided.
  After reviewing your case, we can confirm that your package was successfully picked up on February 26, 2025, at 12:45 PM. We appreciate your patience as you worked through this issue and understand that the multiple status updates may have been frustrating.
  We acknowledge that our communication did not meet expectations throughout this process, and we regret any delays or inaccurate updates you may have received. Your feedback is important, and we are reviewing this internally to improve our tracking visibility and customer communication.
  If you require any further assistance, please let us know. We appreciate your patience and thank you for bringing this to our attention.
  Best regards,
  UniUni 

• Initial Complaint

  Date:18/02/2025

  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.

  Scheduled for delivery 1/15 driver did not attempt delivery wrote wrong address submitted a random picture of a house (I live in building) when I called the agent said theyre not sure why driver did that. Never contacted me back and the package is still not delivered nor did I ever receive any further support. Ive been on queue for over 2 hours waiting with no agent connecting. I need this package urgently and paid urgent/fast shipping the package LATEST should be arriving February 17. No updates on tracking and Im being ignored by this company. This seems like a scam DO NOT pick this courier. Drivers seem to just put in excuse and lie when they dont feel like delivering.

  

  Business Response

  Date: 26/02/2025

  Dear Rean,

  We sincerely apologize for the frustration and inconvenience youve experienced throughout this delivery process. We understand how important this package is to you, and we regret any miscommunication or delays that have added to your frustration.
  After reviewing your case, we can confirm that your package was delivered on February 23, 2025, at 10:57 AM to *****************************************************************************. We do not have clear proof of delivery photo's and would like to inquire, if you have received your parcel?
  We acknowledge your concerns regarding the initial delivery attempt and the lack of follow-up. This is not the experience we want for our customers, and we take these matters seriously. We are actively reviewing this case internally to improve our processes and ensure better accountability in future deliveries.
  If you require further assistance regarding this delivery, please let us know. Again, we sincerely appreciate your patience and feedback.
  Best regards,
  UniUni 

• Initial Complaint

  Date:18/02/2025

  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.

  Item was ordered from **** and shipped from ***** via ********, but in the ** it was handed over to UniUni as the last mile shipper. UniUni has delivered to my ONLY delivery address before (albeit late and sometimes after hour) which is a *** Store where I get ALL of my deliveries. My last order which was delivered to UniUni to ship was attempted on 1/29 as "failed" and subsequently returned to the warehouse. I contacted them and after multiple inquiries they responded asking for an alternate address, which I do not have to receive packages. They refuse to deliver it and there is no location to pick it up, so essentially my package is being held hostage and I have no way to get it. Since the ********* is essentially made to have shipments delivered to I see no issue with delivery and find this to be quite suspect, there seems like some thievery scam going on here. I just want my package delivered immediately, why can this not be done. I am ready to seek legal action at this point.

  

  Business Response

  Date: 26/02/2025

  Dear ******,

  We sincerely apologize for the frustration and inconvenience youve experienced regarding the delivery of your package. We understand how important this shipment is to you and regret any confusion or delays in the process.
  After reviewing your case, we can confirm that your package was successfully delivered on February 24, 2025, at 1:07 PM to *********************
  Please note that UniUni does not typically deliver to *** Stores, PO Boxes, or similar third-party mail-holding facilities, as this falls outside our delivery policy guidelines. While your package was delivered on this occasion, we cannot guarantee future deliveries to these locations. We strongly recommend providing a residential or business address for any future shipments to ensure successful delivery.
  We appreciate your feedback and take these concerns seriously as we continuously work to improve our services. If you have any further questions, please let us know.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22945166
  
  I am rejecting this response because: while I appreciate that they delivered my package, there is no other address to deliver any future package that comes to me other than the address that I provided.  If they cannot deliver to this address then it is up to them to make an accommodation of either allowing me to pick it up or just deliver to the address - they cannot pick and chose where they will deliver a package to and the whole point of a *** Store is to receive mail and packages, so they must either change their policy or have a contingency.  This is not how a shipping company should work.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/03/2025

  Dear Mr. **************** you for your feedback. We understand your frustration regarding the delivery of your package and the limitations surrounding certain delivery locations.
  Unfortunately, UniUni has specific restrictions on delivery service areas, including PO Box stores, *** Stores, and military bases. These limitations are in place due to operational constraints and agreements with our shipping partners. As a last-mile carrier, we do not control the initial assignment of delivery addressesthis responsibility falls to the vendor or retailer when the order is placed.
  Additionally, we currently do not offer self-pickup options in the ***** so if another package is sent to an ineligible address, it will likely face the same issue. We recommend reaching out to your vendor to discuss alternative shipping options or ensuring that future orders are directed to a residential or eligible business address to avoid delivery disruptions.
  We sincerely apologize for any inconvenience this has caused and appreciate your understanding of our delivery policies. If you need further clarification, please dont hesitate to contact us.
  Best regards,
  UniUni 

• Initial Complaint

  Date:14/02/2025

  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've been waiting for UniUni to deliver my package since the middle of January. January 20th they claimed to not be able to deliver it to my address (that they've previously delivered to no problem). The next day I sent a customer service request in to change the address and schedule a second delivery. 3 days later on the 24th they emailed back to confirm the information which I confirmed the same day. I did not hear anything back until the 8th of February when I received a copy pasted email of the same thing I received on the 24th of January. I again confirmed the information the same day. 3 days later I heard back that my second delivery was confirmed and booked and to expect it in 10 business days. Today the 14th I received a tracking update that my package was being returned to the sender's warehouse and not being delivered to me.If this is how UniUni communicates and treats customers I can't recommend ever using them. I also can say good luck if you have a package coming from them, you probably will never see it.

  

  Business Response

  Date: 18/02/2025

  Dear *****,

  Thank you for your follow-up regarding your package, Mr. ************* We sincerely apologize for the situation with your delivery.
  We understand your frustration and acknowledge that our warehouse was unable to complete the second delivery attempt, which resulted in your package being returned to the vendor's warehouse. Unfortunately, as your package is no longer within our delivery network, we are unable to take any further action regarding this shipment.
  At this stage, since the package has been returned to the vendor, you will need to contact them directly to:
  Confirm receipt of the returned package
  Discuss your options for reshipment or refund
  Arrange any necessary resolution
  We sincerely apologize for any inconvenience this has caused and understand this is not the outcome you were hoping for. While we cannot reverse the return of your package, we have documented this incident to help prevent similar situations in the future.
  Thank you for your understanding in this matter.

  UniUni

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22943117
  
  I am rejecting this response because:

  UniUni had ample chance to redeliver my package, but instead chose not to. I was still within the 30 day window your company gives before returning a package back to the vendor and even then you state you will provide a second delivery before then. You have all my contact information, including a phone number and email, yet you chose not to use it. This appears to be a common complaint with UniUni and although BBB claims you've been made aware and have made changes, I highly doubt that as it's still happening regularly. I hope to never have another package with UniUni as the delivery company. UniUni should be investigated for consumer fraud and closed down.

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

  

  Business Response

  Date: 26/02/2025

  Dear *****,

  We sincerely apologize for the experience youve had regarding your package and for any frustration caused by the delays and communication gaps along the way.
  After reviewing your case, we regret to inform you that your parcel has been returned to the vendors warehouse. Unfortunately, we were unable to complete the delivery as requested. Since the package is now back with the vendor, we kindly ask that you reach out to them directly to discuss a replacement or refund.
  We understand how disappointing this situation is, and we truly regret any inconvenience this has caused. Your feedback is extremely valuable, and we will continue working to improve our processes to provide better service in the future.
  Once again, we apologize for this outcome and appreciate your patience. If you have any further questions, please dont hesitate to reach out to the vendor for the next steps.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22943117
  
  I am rejecting this response because: all they've done is repeat themselves over and over. Who knows if its actually a person responding or not. Unless something changes, I will not be accepting any response.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:14/02/2025

  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 three items from TikTok shop on January 31st and I havent received any updates about it at all. No one answers the phone for customer service and the chat robot doesnt actually work either. It keeps telling me Ill receive my order on February 13th (Im writing this on February 13th and still no order). I want my items but, I also went on Reddit and everyone has had this problem too and at this point UniUni must be a scam and if not its poorly ran. I need someone to resolve this now please and I dont want to wait two weeks for my order.

  

  Business Response

  Date: 18/02/2025

  Dear *********,

  Thank you for reaching out regarding your TikTok shop order from January 31st. We understand your concern about the status of your items and the lack of updates.
  We can see that your order is currently in "Order Received" status, which means we have only received the initial shipping information from TikTok shop. At this stage, we have not yet received the physical package from the vendor for processing and delivery.
  For the most up-to-date information about your order, we recommend:
  Contacting TikTok shop directly to verify the status of your order
  Confirming when your items will be released to our shipping network
  While we strive to provide accurate delivery estimates, these dates are based on when we expect to receive the package from the vendor. Since we haven't received your items yet, we cannot provide a specific delivery timeline at this moment.
  We understand your frustration with our customer service accessibility and appreciate you bringing this to our attention. We are continuously working to improve our service.
  For the most accurate information about your order status, please contact TikTok shop directly as they will have the most current details about your items.
  We appreciate your patience and understanding in this matter.

  Thank you,

  UniUni

• Initial Complaint

  Date:13/02/2025

  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.

  Such a really really terrible logistics company. The sender forgot to put my house number on the package. The contractor delivery driver contacted me from my phone number on the package. I gave him the address and his supervisor apparently told him not to deliver. So on January 15 my package was sent back to the warehouse. On Jan 16, I emailed them with my full address as I was told on their website (see my emails). They said it should be re-artempted in 10 days. To make sure I also called the warehouse a couple days later. They confirmed it should be within a few days. 10 days passed, so I called the warehouse again...and they escalated it and said in 48 hours I should hear or get the package. A week goes by and I get a reply to my first online email saying they got notice of an address change from the warehouse....so I sent them their email reply back from weeks earlier. still nothing...what a truly terrible business

  

  Business Response

  Date: 18/02/2025

  Dear ****,

  Thank you for bringing this matter to our attention and for your detailed account of the delivery issues you've experienced. We sincerely apologize for the confusion and frustration this situation has caused.
  After a thorough investigation, we have discovered that there was a communication gap between our warehouse and customer service team. We can now confirm that your package has been reported as lost by our warehouse facility.
  Given the circumstances, we are escalating your case to a senior customer service agent who will contact you directly to discuss resolution options. They will have full authority to address your concerns and provide appropriate compensation for the lost package.
  We acknowledge that our service in this instance fell well below our standard, particularly regarding:
  The initial delivery attempt and supervisor's decision
  The inconsistent information you received
  The delays in following up on your inquiries
  The breakdown in communication between our departments
  Our senior agent will reach out to you within the next ***** hours to resolve this matter.
  We appreciate your patience throughout this challenging situation and are committed to making this right.

  Thank you,

  UniUni