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: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 was out for delivery two days ago (1/1), and I received a text at 8:53 am stating that the delivery failed (undeliverable, ******** not reachable). It was out for delivery again this morning, but it never arrived. I did not receive a text informing me that the delivery had failed, so I checked the online tracking. It had failed a second time. I was not contacted about my delivery EITHER time. The delivery driver never called or made any attempts to contact me. I work from home, so I am able to receive my package at any time. I have filed THREE ******** service requests and havent received a response about any of them. The first two had explicit delivery instructions stating that the delivery driver should call me or leave my package under the apartments mailboxes in the garage. These were filed immediately after I received notice that my delivery failed for the first time. Those instructions should have been relayed to the driver for the second attempt!!!My third ******** service request was to schedule redelivery with the SAME request today. I would also like to note that my city was not even an option on the drop-down box! At all!!!I will not be satisfied until the delivery agent personally puts my package in my hands. If this does not happen, I will have to warn everybody not to trust UniUni through social media.

  

  Business Response

  Date: 12/01/2025

  Dear *****,

  Thank you for contacting us and sharing your concerns regarding your recent delivery. We sincerely apologize for the frustration caused by the delivery delays and communication challenges.
  After reviewing your case, we can confirm that your package was delivered on 2025-01-09 at 10:19:01, and the Proof of Delivery (POD) is enclosed for your reference. However, we understand your frustration with the prior failed delivery attempts and the lack of adherence to your specific instructions.
  Please rest assured that our customer service team has been actively engaged with your ticket, and your feedback has been escalated internally to ensure such issues are addressed. We regret that the delivery instructions were not communicated effectively to the driver and that the failed attempts caused unnecessary inconvenience.
  We also recognize the concern about the system not listing your city as an option in the drop-down menu. This issue has been escalated to our technical team, and we are working to resolve it promptly to prevent future difficulties for customers in your area.
  If there are any remaining concerns about the delivery or if the package was incomplete or damaged, please dont hesitate to let us know so we can address this further. We deeply value your feedback and are committed to learning from this experience to improve our services.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 14/01/2025

   
  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: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 multiple orders from TEMU that were given to uni uni for delivery. These multiple orders were grouped into three orders with three separate tracking numbers. These orders were to be delivered prior to christmas. When they did not arrive i checked the tracking and uni uni showed that there had been an attempted deliver of 1 of the orders and it was returned to the warehouse as the address was incorrect. I confirmed the address was correct. I called and waited on hold for over 2 hours. the agent googled my address, confirmed it was correct and said she would be reporting the driver. the order would be delivered. i also confirmed at the time that the remaining two orders would be delivered dec 27. they did not arrive and this time the orders were returned to the warehouse by the driver saying my house was a PO box. it is not. i tried to submit a customer support ticket but they website is not allowing for more tickets. I waited on hold again for over 1 hour and was again assured the packages would be delivered and that their support ticket area had crashed due to the mass quantity of tickets they had gotten recently. I called again a few days later, again over 1 hour on hold and the agent assured me the packaged had been assigned to a new driver and that i would have them in as little as 72 hours. important to note that i live only an hour away from the warehouse. The packages have still not been delivered and at this point i consider that the packages that i paid for have been stolen by uni uni with lies of address issues and failed promises of delivery. they are not delivering packages and lying to customers about the reason.

  

  Business Response

  Date: 10/01/2025

  Dear ****,

  Thank you for sharing your concerns. We sincerely apologize for the frustration and inconvenience you have experienced. We deeply regret the delays and miscommunication you encountered, especially given the time-sensitive nature of your deliveries.
  After carefully reviewing your case, we found that your address falls outside of our standard delivery area, which unfortunately led to complications with your orders. While our warehouse does not typically allow customer pick-**** we have made an exception in this instance to ensure you can retrieve your parcels by offering a pick up option. 
  We recognize that there were multiple points of confusion during your interactions with our customer service team, including conflicting updates about delivery attempts and next steps. This situation has highlighted areas where we can improve, and we are actively working to enhance training and communication within our support processes to prevent similar issues in the future.
  A member of our management team has resolved your inquiry, and the warehouse address was provided to you via email on January 8. Should you require further assistance or have additional questions, please do not hesitate to reach out.
  We truly regret the inconvenience caused and appreciate your patience as we worked to address this matter. Your feedback is invaluable to us as we strive to improve and deliver a better experience for all our customers.
  Sincerely,

  ********************

• Initial Complaint

  Date:02/01/2025

  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.

  This business is unresponsive to requests to redeliver my package. First delivery attempt was 12/15. I don't understand why it was not delivered at that time because my location is a business address with a receptionist who receives packages. She was there at the time. There are blue signs directing to the Main Entrance/Office. Then they said they attempted redelivery on 12/20. Again, she was there but no package. I sent a redelivery ticket on 12/19. No response until 12/27, when they said I needed to wait for the package to return to the warehouse before they can do anything, but the tracking indicates it went to the warehouse on 12/20 and they are telling me on 12/27 I need to wait for it to get to the warehouse... but it's there. There has been no response since then (today is 1/2/25). I had replied with more delivery instructions and even a photo of where to leave it. I sent another ticket yesterday but there has been no response. They have had my package since 12/15. I want my package! I would go pick it up but the website says they don't allow it and its a ************************

  

  Business Response

  Date: 10/01/2025

  Dear ********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the delays and frustration youve experienced in receiving your package.
  Upon reviewing your case, we located your support ticket and confirmed that one of our agents verified your shipping details and proceeded to book a second delivery for your parcel. We understand how important it is to receive your package, and we deeply regret the confusion and delays caused during this process.
  To clarify the timeline, your parcel was returned to the warehouse on December 20th, and the second delivery was booked following your confirmation of delivery instructions. While we strive to ensure timely resolutions, we acknowledge the delay in communication and processing your redelivery request.
  Please rest assured that we are actively working to ensure your package is delivered as soon as possible. If you have any additional delivery preferences or questions, please dont hesitate to reach out to us directly.
  We value your patience and understanding and are committed to improving our processes to prevent such occurrences in the future.
  Sincerely,

  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.  The package was finally delivered on January 16.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/01/2025

  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.

  Hello,I have an e-comm business selling apparel online. UniUni was contracted by YunExpress to deliver to a customer of mine in ****. The parcel made it's way from ***** to **** and has been sitting in **** for over 14 days. I called a week ago and they apologized and said the item would be delivered that day. The item was not delivered to the customer that day and a week later, it still shows no movement in ****. Not only do they not deliver their orders (there are endless reports about this on reddit), but there customer support is a scam. The support bot on their website does not work, the support ticket system on the website also does not work and won't allow you to submit a ticket, and the support line often disconnects after waiting on the line for 25mins.

  

  Business Response

  Date: 10/01/2025

  Dear *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused both you and your customer.
  After investigating the matter, we have determined that the parcel in question has been in a Scanned Processing Delay status within our network since December 26. This delay indicates that the package encountered an issue during processing, and despite our efforts, we have been unable to locate it.
  As YunExpress is the first-mile carrier for this shipment, we recommend that you initiate a claim directly with them to begin a formal investigation. They will be able to initiate the necessary processes to trace the parcel or issue compensation as appropriate.
  We regret that we cannot resolve this issue directly and understand how frustrating this experience has been.
  Sincerely,

  UniUni

• Initial Complaint

  Date:02/01/2025

  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.

  You've had my package out for delivery twice. Then it gets returned to the warehouse. You then lie about the reason it's returned. You do this to other customers also. This is consumer FRAUD. You need to be investigated ****. Deliver my package to me immediately.

  

  Business Response

  Date: 10/01/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely regret any frustration caused by this situation. After reviewing your case, it appears the vendor has restricted the delivery of your package and has requested that the parcel be returned to them.
  Unfortunately, we are unable to override the vendors restrictions. We recommend contacting the vendor directly for further clarification and to discuss next steps regarding your parcel.
  We understand how important it is for you to receive your package and regret any inconvenience this has caused. If there is anything further we can assist you with, please do not hesitate to contact us.
  Sincerely,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22752604
  
  I am rejecting this response because:
  

  UniUni, you have things a little backwards YOU notified me (see screenshot) on the 5th you were returning my package. After that I contacted Temu AGAIN to let them know, and I told them I NEVER want you to provide delivery for me again. At that time they told me you would be blocked from future deliveries for me.

  Why did you LIE and say my address was invalid twice? My package should have been delivered to me on Dec. 26th.

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

• Initial Complaint

  Date:31/12/2024

  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 ordered something on ****. This particular company used UNIUNI for delivery.They say they made an attempt to deliver, which is possible, but since then I CANNOT contact them via phone or their website.

  

  Business Response

  Date: 08/01/2025

  Dear ********,

  Thank you for reaching out to us regarding your recent delivery experience. We sincerely apologize for any confusion or difficulty you encountered in contacting us.
  After reviewing your case, we can confirm that your parcel was successfully delivered on January 3, 2025, at 13:02:56 to the following address:
  *************************************************************************************************
  For your convenience, we have also enclosed the Proof of Delivery (POD) photo.
  If you have any further concerns or require additional assistance, please dont hesitate to contact us. We value your feedback and are here to help.
  Best regards,
  UniUni 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22749073
  
  I am rejecting this response because:

  There was ZERO way to contact UNIUNI.  The "chatbot" did nothing and the phone wait times were 2 hours+

  I waited over THREE WEEKS for my delivery and when you did deliver it, YOU LEFT IT OUTSIDE.  OUTSIDE!!!!!  I was home all day and NO ONE BUZZED for a delivery.  SHAME ON YOU.  I live in a very busy downtown neighbourhood and this parcel easily could of been stolen. 

  I tell everyone how awful your company is and I for one will never order from anyone that uses this company for "delivery".
  
  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:31/12/2024

  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 on December 8 that states 3-8 day shipping and I even paid for shipping protection. The uni uni tracking website shows that it was shipped December 10th. The only update shows its been in transit from ***********, ******* since the 16th of December. I contacted the vendor, NAB leather, who has no additional info and says the package is with uniuni. Two additional weeks later and there are still no tracking updates. I created a ticket on uni unis website two weeks ago and never got a response. I have called uni uni multiple times just to wait on hold for 2 hours then they answer and immediate hang up the phone. Its been over three weeks and I have no updates and ******* has not responded to any attempts of Contact.

  

  Business Response

  Date: 07/01/2025

  Dear ********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration this experience has caused.
  After reviewing your case, we can confirm that your parcel was successfully delivered on 2025-01-02 at 11:33:06 to the following address:
  ********************************************************************
  We understand the delays and lack of communication you experienced were not ideal, and we deeply regret the frustration this caused. Should you have further concerns or require additional assistance, please dont hesitate to reach out.
  Thank you for your patience and understanding.
  Best regards,
  UniUni 

• Initial Complaint

  Date:31/12/2024

  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 received my package on the 12 of December 2024 the last update I have is that it was sent to the warehouse on the 14th of dec I made a support ticket and have called plenty of times some people have said its lost some people said its in the warehouse come pick it up I go to pick it up on the 21st of dec and the nice lady at the front told me we need to look for it please can I get my package I cant get any help from anybody

  

  Business Response

  Date: 08/01/2025

  Dear *******,

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused.
  After reviewing your support ticket, we can confirm that a Parcel Issue Confirmation letter was provided to you on January 7th, 2025. This letter serves as formal documentation for you to submit to your vendor, enabling them to process a refund or provide a replacement for your order.
  Should you have any questions or require further assistance with this process, please do not hesitate to contact us. We are here to support you and appreciate your patience and understanding.
  Best regards,
  UniUni

• Initial Complaint

  Date:30/12/2024

  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 was rejected took all necessary steps still no package. Why can't I pick it up from the warehouse.Oh and weve been hung up on multiple times and supervisor supposed to call still nothing.

  

  Business Response

  Date: 31/12/2024

  Dear *****,

  Thank you for sharing your feedback. We sincerely apologize for the frustration youve experienced, including the rejection of your order, difficulties in contacting our team, and the lack of follow-up from a supervisor. This does not reflect the level of service we strive to provide, and we deeply regret the inconvenience caused.
  To address your concerns, a member of our leadership team will be reaching out to you via email to assist further and clarify the status of your package. We are committed to resolving this matter promptly.
  Thank you for bringing this to our attention. Your feedback is invaluable as we work to improve our service.
  Sincerely,
  UniUni 
  

• Initial Complaint

  Date:30/12/2024

  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 I ordered from overseas retailer, Fanstoys Margh high end collectible was out for delivery Friday December 19th. On Saturday, December 20th tracking updated as delivery failed, would reattempt Sunday December 21. On Monday December 22nd spoke to clerk at UniUni who explained the item was brought off site by the driver and after 72 hours they have not returned the package to the warehouse. The item stolen by driver

  

  Business Response

  Date: 31/12/2024

  Dear ******,

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the delays and frustration caused by the failed delivery attempts and the lack of updates regarding your parcel.
  Our records indicate that your parcel had two failed delivery attempts, with the most recent on December 29. At that time, the driver was expected to return the parcel to the warehouse, which should occur today. To ensure clarity and progress, we have requested a tracking update from the warehouse. Once we receive more information, we will update your support ticket promptly.
  We understand how important this item is to you and appreciate your patience as we investigate and work to resolve this matter. If you have any additional questions or concerns, please dont hesitate to contact us.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22746368
  
  I am rejecting this response because the driver never attempted delivery. I received other packages from you and I was home all week, and your driver has access to my phone number.  No attempt was made.  This has happened 9 times since May, however you have delivered many more packages to me successfully.  It is impossible that you do not know where I live. There is nothing impeding delivery. 

  As you explained the driver is still in possession of my item 4 days later and he never returned it to the warehouse .  this is theft.

  I Called and requested a supervisor callback over 24 hours ago and no contact so far.

  Advise when this is going to be delivered. 

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

  

  Business Response

  Date: 08/01/2025

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced, and we deeply regret the repeated challenges with your deliveries.
  After reviewing your case, we can confirm that your parcel was successfully delivered on January 3, 2025, at 15:06:42 to the following address:
  K-***************************************
  We understand your concerns and take them very seriously. While the delivery record shows completion, we acknowledge your feedback regarding the delivery process and lack of communication. Your comments have been noted and escalated to our team to investigate further and address any discrepancies.
  We are committed to ensuring your satisfaction and will work diligently to improve our service. If you have additional questions or concerns, please dont hesitate to contact us.
  Best regards,
  UniUni