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:06/01/2025

  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 had 3 packages shipped through UNIUNI. Only 1 was delivered. They lost 2 of 3 packages.Spoke with UNIUNI customer service. The advice (after no tracking updates for 30 days) given was to keep waiting for packages. Packages still **** **************** will not admit to losing the packages which is preventing me from getting a refund from the shipper.

  

  Business Response

  Date: 16/01/2025

  Dear *******,

  Thank you for reaching out to us, and we sincerely apologize for the frustration youve experienced with your recent deliveries. We understand how concerning it is to wait for updates on your packages and want to provide clarity on this situation.
  After thoroughly reviewing your case, we found that the parcel in question was delayed in customs from December 13, 2024, to January 3, 2025, before being released to UniUni for delivery. Were pleased to confirm that the parcel was successfully delivered on January 8, 2025, to the address provided. For your reference, weve enclosed the Proof of Delivery (POD) with this message.
  We deeply regret the lack of timely updates during the customs delay and any inconvenience this caused. While customs-related delays are beyond our direct control, we are committed to providing more transparent communication during such situations.
  Should you have any additional concerns or questions, please dont hesitate to contact us. We appreciate your patience and understanding as we strive to improve your delivery experience.
  Thank you for giving us the opportunity to address this matter.
  Best regards,

  UniUni

• Initial Complaint

  Date:06/01/2025

  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 been waiting for a parcel that has been "out for delivery" with this company for three weeks. Every time that i try to open a support ticket or contact their customer service, i get a message saying, "error, please try again".

  

  Business Response

  Date: 15/01/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns regarding your parcel. We sincerely apologize for the inconvenience and frustration this has caused.
  After reviewing the tracking details, it appears that your parcel was assigned to a driver on December 18th but has not moved since then. Unfortunately, we must conclude that the parcel has been lost in transit.
  To resolve this matter, we have escalated your case, and a senior representative will reach out to you via email shortly to offer a resolution.
  We deeply regret the challenges you faced trying to contact our support team and the lack of updates. Please know that we are actively working to improve our systems and ensure a better experience for all our customers.
  Thank you for your patience and understanding. Should you have any additional questions, please feel free to let us know.
  Best regards,

  UniUni

  Customer Answer

  Date: 19/01/2025

   
  Complaint: 22771373
  
  I am rejecting this response because: I haven't received an email from UNIUNI as indicated in their reply. They're just brushing me. This is unacceptable and a poor way to operate a company. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 29/01/2025

  Dear ****,
  Thank you for your patience and for bringing this matter to our attention again. We sincerely apologize for the lack of follow-through on our part and fully understand your frustration. Your concerns are absolutely valid, and we want to assure you that we take them seriously.
  Upon reviewing your case, we found that the agent originally assigned to handle your issue did not follow through as expected. This has been addressed internally, and the agent has been reprimanded. We have now reassigned your case to a different agent to ensure it is handled properly.
  Additionally, we acknowledge your concern regarding the lack of email communication. We regret this oversight and are committed to improving our follow-up process. You should be receiving a direct email from our team shortly with further details and next steps. If you do not receive this, please let us know immediately so we can ensure it is properly sent.
  We deeply regret the frustration this has caused and appreciate your patience as we work to make things right. If there is anything further we can do to assist you, please do not hesitate to reach out.
  Best regards,
  UniUni

• Initial Complaint

  Date:06/01/2025

  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.

  They have two packages of mine that failed a delivery attempt on thursday. They marked it immediately as incorrect address. Then they delivered a third package to me on Saturday but not the missing two packages.Their customer support submit a ticket is broken so I am unable to submit a query. An error comes up saying submission failed please try again later. I spent an hour on hold with their call center and was hung up on after an hour wait. Their chatbot said they will automatically re-attempt a delivery within ***** hours which they did not honor. There has been no update on tracking for 72 hours.Knowing they had a policy in place I took the day off to be home. So i sacrificed a days pay for nothing they did not honor their policy.I want a refund on the shipping for these two packages for stress and anxiety for 4 days. The packages need to be delivered in the next two days, before i go back to work on wednesday and have this whole process have to happen again.Their website is not functional and I am unable to communicate with their call support. The last thing I, or the seller of these products need, is for them to be returned to sender because of terrible ********** of right now according to ****, the driver marked both packages as incorrect address after only one attempt.

  

  Business Response

  Date: 15/01/2025

  Dear *****,

  We sincerely apologize for the frustration and inconvenience you have experienced with the delivery of your packages. We understand the impact this situation has had, and we regret that our service has not met your expectations.
  Upon review, the two packages in question were marked as having an incorrect address after a single delivery attempt on Thursday. While another package was successfully delivered to you on Saturday, we acknowledge the inconsistency in service for the remaining items.
  We also recognize the issues you encountered with our customer support systems, including the inability to submit a ticket online, extended wait times on our call center line, and a lack of timely updates on your package tracking. These are not the standards of service we aim to provide, and we are taking your feedback seriously.
  The delivery of the two remaining packages has been confirmed as completed on 2025-01-09 at 10:49:47, with Proof of Delivery (POD) provided. However, we deeply regret that our policies and communication failures caused you to lose a days pay and experience unnecessary stress and anxiety.
  Regarding your request for a refund on the shipping cost, as a delivery service provider, we are unable to process refunds directly. We encourage you to reach out to the seller for compensation options, as they retain control over shipping fees and reimbursement.
  Please be assured that we are reviewing the issues you raised, including the delivery process and functionality of our customer support systems, to prevent such occurrences in the future.
  Thank you for bringing these concerns to our attention. Your feedback is invaluable, and we are committed to improving our services.
  Sincerely,

  UniUni

  Customer Answer

  Date: 16/01/2025

   
  Better Business Bureau:
  

  It was frustrating to have to wait at home for days to receive these packages. There really needs to be a pickup location in every city across ***

  
  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:06/01/2025

  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 paid like 11 dollars for this bag on December 27, 2024 and it said it would arrive on January 3rd, 2025. However, it is the 5th right now and my package hasn't arrive. Because on January 3rd, I got a notification that it was out for delivery and coming to me soon. A few hours later, it isn't here and I checked parcelsapp and 17track to see that it had been returned to the warehouse for whatever reason due to "invalid address" and was unsuccessful. Personally, that is unreasonable because the address I typed out is correct and I have triple-checked it many times. Then I try to contact customer support many times that day- phone number and email, and haven't responded in 2 days. Opening a ticket never works because it "fails" everytime so I am unable to do what their FAQs say- which literally reccomend me to open a ticket to "correct my address"(when it literally is correct).

  

  Business Response

  Date: 15/01/2025

  Dear Lily,

  Thank you for reaching out and sharing your concerns regarding your package delivery. We sincerely apologize for the inconvenience caused and understand your frustration with the delay and delivery issues.
  To address your concern, we have included a screenshot of the shipping details we have on file for your reference. It appears that the address was flagged as invalid in our system, resulting in the package being returned to the warehouse.
  To proceed, we kindly ask you to review the address in the attached screenshot and reply to this email with a confirmation or any necessary corrections. Once we receive your response, we will update our records and schedule a second delivery for your package.
  We appreciate your patience and understanding, and we are committed to resolving this issue as quickly as possible.
  Best regards,

  UniUni

• Initial Complaint

  Date:06/01/2025

  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 am filing a complaint regarding UniUni's failure to deliver six packages, valued at over $300, which have been stuck in their **** warehouse since mid-December 2024. Despite my repeated attempts to resolve this issue with UniUni, I have encountered unprofessional behavior, unfulfilled promises, and no resolution.Issue Summary:On December 18, 2024, I was notified that my packages could not be delivered to my address on a military base due to access restrictions.On the same day, I filed a secondary delivery request to an alternate address outside the base.On December 19, 2024, UniUni confirmed via email that redelivery would be completed within 10 days. However, the packages remain undelivered as of January 5, 2025.Attempts to Resolve:I have made multiple calls to UniUni's customer service, often waiting ***** minutes on hold. Representatives have repeatedly told me to wait or have disconnected the calls.I have sent multiple emails, receiving only automated responses promising delivery within another 10 days, which has not happened.I offered to pick up the packages from their Utah warehouse to expedite the process, but I was informed that pickups are not allowed.Impact:The six packages are designer toys purchased from ******* and are collectively worth over $300. This delay, combined with the lack of communication and professionalism from UniUni, has caused unnecessary stress and inconvenience.I request the immediate delivery of my packages to the alternate address I provided.If delivery cannot be arranged, I expect UniUni to allow me to pick up the packages or provide a full refund.Below are the tracking numbers for your reference:UUS4CA0731713715760 UUS4CA0732713756970 UUS4CN0764761251503 UUS4CF0736734440881 UUS4CT0767775862825 UUS4CT0769775880387 I hope the Better Business Bureau can help hold UniUni accountable for their poor handling of this situation and prompt them to resolve the matter.Thank you for your time and assistance.

  

  Business Response

  Date: 15/01/2025

  Dear ******,

  After a thorough review of your case, weve identified that the second delivery booking to the alternate address you provided was regrettably missed. This oversight has been escalated to our warehouse supervisor to ensure the second delivery is prioritized and completed without further delay.
  We understand your concern regarding the inability to pick up the packages directly from our Utah warehouse. Due to operational policies, we are unable to facilitate customer pickups at this location. However, we are committed to ensuring that your packages are delivered to the alternate address as quickly as possible.
  We acknowledge the impact this situation has had on your experience, and we deeply regret the inconvenience caused by the delays, long hold times, and lack of clarity in communication. Please know that we are taking steps to prevent similar issues in the future and to improve our customer service processes.
  Thank you for bringing this to our attention through your complaint. Your feedback is invaluable in helping us improve, and we are working to resolve this matter promptly.
  Best regards,

   UniUni

  Customer Answer

  Date: 19/01/2025

   
  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:06/01/2025

  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 was supposed to receive a parcel today but it never arrived. I've already contacted the courier service but no one seems to want to help me with my issue.

  

  Business Response

  Date: 15/01/2025

  Good day,

  Thank you for reaching out to us regarding your parcel. We sincerely apologize for the frustration caused by this situation and the lack of assistance youve encountered.
  According to our records, your parcel was delivered on January 6, 2025, at 1:05 PM. The Proof of Delivery (POD) is enclosed for your reference.
  If you believe this delivery did not occur or there are any issues with the package, please let us know so we can investigate further. We are committed to resolving this matter promptly and ensuring your concerns are addressed.
  Thank you for your patience, and we look forward to assisting you further.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  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 through a business that used ******* to deliver on Nov 25th, 2024. The tracking last updated on Nov 30th, 2024 but the package has not been delivered. I've contacted ******* and opened a support ticket, however there has been ZERO response for nearly 2 weeks, even after I've followed up multiple times.This company is a hack. Ridiculous.

  

  Business Response

  Date: 12/01/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns about your parcel delivery experience. We sincerely apologize for the delay and any inconvenience caused during this process.
  After investigating your case, we want to assure you that our team has been actively engaged in working on your ticket. It was determined that your parcel was unfortunately lost between customs and our sorting facility. To resolve this, we have provided you with a letter to share with your vendor. This letter will assist you in requesting either a replacement or a refund for your order.
  We understand how frustrating this situation has been and deeply regret the impact it has had. Please know that we are committed to improving our processes to provide more timely updates and resolutions for our customers in the future.
  We truly appreciate your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  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 been trying to get a package through ******* for about a month now and I have received other packages from them but for some reason they refuse to send this one. I have called over 5 times waiting on the phone for over 2 hours for most of the calls have been hung up on and I have asked to speak with a manager but they said they won't let me talk to one to find out what is going on. They told me a supervisor would call me back but I received no call. I have sent numerous emails and only get a generic email back the same one 3 times and now they won't even return an email. I just want this package as it was a Christmas gift but I guess that is too late now.

  

  Business Response

  Date: 12/01/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns regarding your delivery experience. We sincerely apologize for the challenges and frustration youve faced in trying to receive your package, especially given the significance of it being a Christmas gift.
  After reviewing your case, we can confirm that your package was delivered on 2025-01-10 at 15:04:12, and the Proof of Delivery (POD) is enclosed for your reference. However, we understand that the delays and lack of communication have caused considerable inconvenience, and this is not the level of service we aim to provide.
  We deeply regret that your attempts to reach our team have not been met with the responsiveness and support you deserve. The long wait times, missed callbacks, and generic email responses are unacceptable, and we are taking this feedback seriously to address these gaps in our service.
  Please know that we are committed to ensuring all customers receive timely and meaningful responses. We have escalated your concerns internally and are reviewing why the promised supervisor callback did not occur.
  If there are any outstanding issues or further assistance needed, please do not hesitate to let us know. We are here to help and are committed to making improvements to rebuild your trust in our services.
  Thank you for your patience and for bringing this to our attention.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  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 on December 18th/24. As of December 23 there has been NO movements or updates. I can recognize the holidays for delays, however its been over 10 days with no updates. I have created a ticket for someone to contact me within 72 hours, I have gotten no response, I cant get through to someone on the line as waiting over 2 hours one time with no answer was enough for me. This package was ordered for an event that I have to go to. I spent a decent amount on this package and whats frustrating is no updates since the 23rd and now I need to repurchase things for the event when I am out the money I spent, I have never had issues with ordering online and it taking this long before, from *****. Always has been fast and painless. Upon further research I am seeing its a trend with this company and people not getting package. My ETA was for December *****. My package is stuck hours /days away in ***********. It is now the 3rd and literally zero movement on my package. I dont recommend this company! Impossible to get through to an agent, no response from online ticket as well. There is 3 packages split up. Not happy!

  

  Business Response

  Date: 12/01/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns about your package delivery. We understand how frustrating this experience has been for you, especially considering the importance of the package and your upcoming event. We sincerely apologize for the inconvenience and lack of communication youve experienced.
  After reviewing your case, we have identified that your parcel was temporarily delayed between customs and our UniUni sorting facility. We are pleased to inform you that it has now been assigned to a driver for delivery. You can expect to receive your package within the next 24 hours.
  We deeply regret the lack of updates in our tracking system since December 23rd, as well as the delays in responding to your ticket and the challenges you faced reaching our team. This is not the standard of service we aim to provide, and we are actively working to improve both our communication and delivery processes to prevent such issues in the future.
  If you have any additional questions or concerns, please do not hesitate to reach out. We truly value your feedback and appreciate your patience as we work to complete this delivery.
  Thank you for bringing this matter to our attention, and we apologize again for the frustration this has caused.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22763132
  
  I am rejecting this response because:

  
  My item has been out for delivery  for 5 days now. I have two orders, both are out for delivery  but have not come.  I do not live in a large metropolitan area and there is no reason for it to be out for delivery for 4 days. I have never experienced such awful service when ordering online. There is no reason for it to take almost a month to get here.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 21/01/2025

  Dear *******,

  We sincerely apologize for the inconvenience caused by your recent delivery experience. We understand your frustration and disappointment, especially given the importance of your package for your event.
  After thorough investigation, we regret to confirm that your parcel has been lost in transit. This is not the level of service we strive to provide, and we take full responsibility for the challenges you have faced.
  A senior customer service representative will be reaching out to you to assist with resolving this matter and to provide any information necessary for further steps you may need to take with the vendor.
  We deeply regret the inconvenience caused and appreciate your understanding as we work to improve our processes and prevent similar issues in the future.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:03/01/2025

  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 package sat in a warehouse for two weeks and now has been out for delivery for 5 days. They are a terrible company, with poor communication and they obviously lie on their tracking site.

  

  Business Response

  Date: 12/01/2025

  Dear ***,

  **** you for reaching out and sharing your concerns about your recent delivery experience. We sincerely apologize for the frustration and inconvenience caused by the delays and the lack of clear communication.
  Weve reviewed your case and can confirm that your package was marked as delivered on January 10th at 12:14 PM, with the Proof of Delivery (POD) enclosed for your reference.
  We understand how important it is to receive accurate tracking updates and timely deliveries, and its clear that we fell short of your expectations. Our team is actively investigating why your package experienced extended transit times and why it was marked as "out for delivery" for several days. We are committed to identifying the root cause and ensuring this does not happen again.
  Your feedback is valuable to us, and we are taking steps to improve our communication and tracking systems to better serve you and all our customers. If there are any additional concerns or if the delivery is incomplete, please let us know so we can resolve this promptly.
  Thank you for bringing this to our attention. We truly appreciate your patience and understanding as we work to improve.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  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,
  
  *** ********