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:16/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a item from Tik Tok Shop on March 25, 2025 which uni uni was suppose to deliver. My package was suppose to arrive April 3, 2025. ******* failed to deliver the package because I live on a military base. Everytime I have called the wait time has been 45 mins or longer!!! Poor customer service..I suggested that I could meet them outside the gate to get my package or go to the warehouse where they have my package or even switch carriers..They denied all of the suggestions I had. The *** told me that I had to give them another address to deliver the package BUT WE DONT HAVE ANOTHER ADDRESS!!! WE ARE NOT FROM ************ **!!! so I figure I would give them my parents address in **..thought they could ship it there and my parents could send it to me..Nope the *** wouldn't do that either..the 1st *** didn't even try to resolve the situation the 2nd *** hung up on me as well as the third when it seemed like the conversation wasn't changing about me finding a solution to get my package..i have been waiting almost 1 month for my package..I HATE UNI UNI.!!! I BLACKLISTED THEM ON TEMU FOR THE SAME REASONS. UNI UNI SHOULD NOT BE ALLOWED TO TOUCH MILITARY PARCELS. 2 thumbs down. The wait time and customer service sucks!!!! The automated message will say that your call will be answered in 3 mins, or 5 mins, or 10 mins..but the minimum wait time would be 30+ minutes before anyone picks up the phone. I wish I could give a negative 20 stars i would.

  

  Business Response

  Date: 25/04/2025

  Dear *****,

  Thank you for taking the time to share your experience.
  We sincerely apologize for the challenges you have encountered with your delivery and the frustration this has caused. We understand the importance of timely service, particularly for military families, and regret that we were unable to meet expectations in this case.
  Due to security restrictions, we are unable to access military bases directly. Additionally, under the terms of our service contracts with our vendor partners, we are only authorized to deliver to addresses within our designated delivery network. This unfortunately limits our ability to reroute parcels outside of the original service area once they are in transit. We recommend you contact the vendor to discuss the possibility of a refund or replacement to be delivered by a different carrier, as the vendor is responsible for assigning all parcels to UniUni for delivery. 
  We appreciate the alternate solutions you offered and regret that we were unable to accommodate them within the operational constraints we must follow. Your feedback is being reviewed internally, and we are committed to continuously improving both our service processes and the customer experience.
  Thank you again for bringing this to our attention.
  Sincerely,

  UniUni

• Initial Complaint

  Date:15/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Temu for *****. The delivery company was UniUni who said they attempted to deliver my package (tracking number UUS5460834113365443) but Ive been home all day waiting for the package and it was not attempted, no doorbell rings or knocking. The leasing office did not receive any attempts either. Ive tried putting in a ticket on the website and the support ticket option doesnt work properly when putting in information. Ive tried calling the provided numbers but the call system just keeps automatically rerouting to the main menu. This is so sad. I will never order from Temu again.

  

  Business Response

  Date: 15/04/2025

  Dear *******,

  Thank you for bringing this to our attention. We understand how frustrating it is to expect a delivery and not receive it as planned.
  Weve located your support ticket and confirmed that the parcel associated with tracking number UUS5460834113365443 is currently marked as a failed delivery attempt. While the driver did not specify a reason for the failed attempt, please note that a second delivery will be automatically reattempted within 24 hours as per our standard delivery process.
  Weve also corrected a submission error in your original ticket to ensure accurate handling moving forward. If you have any updated delivery instructions or access details, please reply to your ticket so we can assist further.
  We appreciate your patience and are committed to completing this delivery as soon as possible.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:15/04/2025

  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.

  Details: Date of transaction: 4/5/2025 Amount paid: $54.02 What was promised/purchased: black & red purse, black & white polk a dot maxi dress and a two piece color block knitwear set Nature of complaint: I have been trying to track my package and get it delivered since Friday 4/11/2025. I have called Uniuni Global Standard Shipping and all the representatives keep hanging up on me. I just want my package. Please help me.The business has NOT tried to resolve this for me.

  

  Business Response

  Date: 15/04/2025

  Dear Keytwanna,

  Thank you for bringing this to our attention. We sincerely apologize for the difficulty you've experienced while trying to get your package delivered, and for the unacceptable experience youve had when contacting our support team.
  Weve reviewed your case and can confirm that an agent has responded to your support ticket. At this time, we are working to clarify your delivery address and contact information to ensure we have everything needed to complete the delivery successfully.
  We understand how important this order is to you and regret the delays and frustration caused. Please reply to your support ticket at your earliest convenience so we can proceed with resolution.
  Sincerely,
  UniUni

  Customer Answer

  Date: 15/04/2025

   
  Complaint: 23203982
  
  I am rejecting this response because:
  I have already given this information several times and clarified the address and times the business is open and they have yet to deliver my package. 
  

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

  Customer Answer

  Date: 24/04/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:14/04/2025

  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 got out of US customs 6 days ago and it still hasnt been picked up by this courier. I have no idea where my package is and they dont seem to have a working support up. Its impossible to get in contact with this company.

  

  Business Response

  Date: 15/04/2025

  Dear ********,

  Thank you for bringing this to our attention. We understand how frustrating it can be to track a package that appears stalled after clearing customs.
  Weve reviewed your shipment, and it currently remains in Order Received (Scan Code 190) status. This means the parcel is in the process of clearing U.S. Customs and has not yet been physically handed over to UniUni for final-mile delivery.
  Its important to note that once a parcel arrives at customs, UniUni does not have visibility or control over it until it is officially released and transferred into our network. If the handoff has not occurred, tracking will not update on our endeven if the parcel is already within the ********** this stage, we recommend contacting the vendor or seller directly. They remain responsible for managing the shipment until it has entered our delivery network, and they are best positioned to investigate or escalate further if necessary.
  We regret the inconvenience this delay has caused and appreciate your understanding.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:14/04/2025

  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 shipped through this company. They claimed they attempted delivery. I was home and no one ever came. I reached out to them they didnt know what happened or why. They said they would try again to deliver in 48hrs max. That time frame passed I called and now no one will answer my call. I get put on hold and iced out or hung up on. I recorded every single call for proof. My package never made it back to the warehouse from the first claimed delivery attempt. I have sent several emails and I just get the same auto reply that they will try again in 24 hours after the first attempt. Its been several days now. No one will speak to me the company who sent the shipment also cannot get in contact with the shipping company. They are actively stealing packages from paying customers. Theres no reason with the amount of complaints this business has within the last three years it should still be up and running. I have attached all proof below.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  **** you for your message. We understand how concerning this experience has been and regret the lack of clear communication you've received so far.
  Weve reviewed your case and can confirm that the last scan on your parcel shows a failed delivery attempt on April 10, 2025, with the status marked as failed delivery. This indicates the parcel is still assigned to the driver and has not yet been returned to the warehouse.
  We have reached out to the warehouse team to verify the parcels current location and status. As soon as we receive an update, we will follow up with you directly through your open support ticket.
  We recognize the importance of a timely resolution and appreciate your patience as we work to get a clear answer for you.
  Sincerely,
  UniUni

• Initial Complaint

  Date:14/04/2025

  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.

  Business has not provided accurate tracking information, and provides false "within 48 hour claims" after "attempting delivery". Whenever I've called customer service to ask for a status update I am always told it will be delivered within "48 hours". This first occurred December 14th 2024 (the first "attempted delivery"), I was at home and received no communication, just a failed delivery notification. I was asked to "schedule a redelivery" by calling customer service. I had asked for the package to be delivered asap and left at my door, and for this to be done for all future packages. I had called customer service multiple times throughout this time period with no one telling me a date I could expect my package or where it currently was. The package was eventually received on January 10th days after I was told it was returned to sender. This is occurring again from a shipment that had an "attempted delivery" on April 9th 2025. They said if it wasn't delivered "within 48 hours" to call them. I called them on April 9th to ensure everything was going smoothly, they said it would be delivered later that day or the following. I had called on April 11th after ************************************************** "within 48 hours" again. This was the same thing that happened with the previous story. I asked for a location and expected delivery date, not time frame a date. They told me they didn't have permission to give me a date and hung up on me. No location of my package, no date of delivery, just a meaningless "48 hour" promise.Both attempted deliveries I did not get a phone call, and were at opportune times for me to receive a package.The company should be able to provide accurate tracking information with current location and delivery date. It is very frustrating to be asked to call a company that puts you on hold for 30+ minutes to tell you "the package will be delivered within 48 hours" multiple times when that is not the case after an "attempted delivery"

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for sharing your experience. We understand how frustrating it is to receive limited or inconsistent updates when expecting a delivery, and we regret the repeated inconvenience you've encountered.
  Weve reviewed your most recent case and can confirm that your parcel was successfully delivered on April 13, 2025, at 12:12 PM to 2-************************************************. A delivery confirmation email was sent, including instructions on how to retrieve the proof-of-delivery photo, which is available through your tracking link.
  We also acknowledge the concerns you've raised regarding past experiences and the repeated use of the within 48 hours timeframe. We recognize that this phrasing, when not paired with clear updates, can lead to confusion and dissatisfaction. Your feedback is valid, and we are working to improve communication clarity across our support channels to better set expectations.
  We sincerely apologize for the breakdowns in communication and service delays you've experienced. If you have any questions about the current delivery or if the parcel is not in your possession despite the tracking update, please reply to your support ticket so we can investigate further.
  Thank you for your patience, and for bringing this to our attention.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  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,
  
  ****** Samuel ****

• Initial Complaint

  Date:11/04/2025

  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.

  Delivery ******s have returned my package to the warehouse twice despite not even trying to deliver or read my instructions. The first ****** texted me and I responded right away with instructions on where to leave the package, but they ignored it and the next update says they returned my package. The second ****** did not even try to contact me, just returned my package to the warehouse immediately. We live in an apartment building and there is a sign in the window that clearly states to leave packages behind the building where the mailbox cluster is, but they don't care enough to read or do their job. I do not work at home so I am not there during the day which is why we put the sign up. I tried calling customer service and the guy didn't care to help or offer any solution because it was going to the warehouse. If they return it overseas without even trying to deliver, I consider this stolen. Most useless mail carrier ever, every other company can deliver to our building no problem

  

  Business Response

  Date: 15/04/2025

  Dear *****,

  Thank you for sharing your concerns. We sincerely apologize for the frustration and inconvenience you've experienced throughout this delivery process.
  After reviewing your case, we can confirm that your parcel was successfully delivered on April 12, 2025 at 11:02 AM to **********************************************************************************. Proof-of-delivery photos were captured and are included in the tracking record.
  That said, we acknowledge the earlier delivery attempts were not handled properly. Drivers are expected to review delivery instructions and posted signage, especially for multi-unit buildings, and we regret that this was not followed in your case. We have shared your feedback with our operations team and flagged the associated delivery attempts for internal review and retraining.
  We also regret the lack of support you received when contacting customer service. This does not reflect our standard of care, and we are working internally to ensure a more helpful and solution-oriented approach across all teams.
  If you have reviewed the delivery photo and your package is still missing, please reply to your support ticket and our team will escalate the matter for further investigation.
  Thank you for your patience and for bringing this to our attention.
  Sincerely,
  UniUni

• Initial Complaint

  Date:11/04/2025

  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 sent an email that my package would be delivered 4/3/25 it never arrived. Then I get an email in 4/5/25 telling me a delivery was attempted but failed, which is a lie because I was home all day and no delivery was attempted. I then proceeded to call Uniuni customer service for 4 days and each time after waiting over 25 minutes to speak with a representative I was told each day that my package will be delivered each of those days. To date no package as been delivered and no answer has been received on multiple tickets sent to uniuni as to when I can expect my package.

  

  Business Response

  Date: 15/04/2025

  Dear ********,

  Thank you for your feedback, and we sincerely apologize for the difficulty youve experienced with your delivery and our support response times.
  Weve reviewed your case and can confirm that your parcel was successfully delivered on April 11, 2025 at 1:28 PM to ****************************************. A proof-of-delivery photo was captured and is included in the tracking record.
  That said, we acknowledge the poor experience you had leading up to this delivery, including the failed communication, delays, and the repeated calls without resolution. This does not reflect the level of service we strive to provide, and your feedback has been shared with our internal teams for review.
  If youve reviewed the delivery photo and still have not received the parcel, please reply to your support ticket so we can immediately escalate the case for further investigation.
  We truly appreciate your patience and the opportunity to make this right.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  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:11/04/2025

  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.

  UniUni drivers are liars and thieves! They say they attempted a delivery and state the time that they tried to deliver but when I check my ring camera And my front yard camera, there is No footage of anyone arriving or leaving at that time!! UniUni is the most Worthless, dishonest, and trifling company I have cone into contact with. On other occasions when my packages from **** are out for delivery, they Never get delivered when UniUni is the courier!! Thats because the UniUni couriers Are Stealing the packages. You would think Temu would discontinue using using this courier service because Each time they are involved I dont receive my Temu packages and Temu has to credit a full refund.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for your message. We understand your frustration and take your concerns seriously.
  Our records show that your parcel was delivered on April 11, 2025 at 1:11 PM to *************************************************************** A proof-of-delivery photo was captured at the time of delivery and is included in the tracking history.
  That said, if you have reviewed the photo and it does not match your property or the package is still missing, we encourage you to respond to your support ticket. Our team can escalate the matter for further internal review and support you in documenting the issue for your vendor.
  We understand how disappointing it is when a delivery does not arrive as expected. While we cannot comment on previous unrelated orders, every reported incident is taken seriously and reviewed according to our internal procedures.
  Thank you for bringing this to our attention.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  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,
  
  ****** ***-ber

• Initial Complaint

  Date:11/04/2025

  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 writing to express my frustration regarding an ongoing issue with my recent order, which was scheduled for delivery on April 4, 2025. UniUni Global customer service has continuously lied to me about sending emails and has given me many false delivery dates.Unfortunately, the delivery has not occurred as promised, and I have encountered a series of communication issues with several representatives regarding the status of my package.Timeline of Events:April 4, 2025: My package was scheduled for delivery, but I received notification that it could not be delivered. The driver took a picture of an address that is not mine and said failed delivery. No reason and even every representative was confused as to why there was a failed delivery.Follow-Up Calls: I called UNIUNI customer service three times to reconfirm my address. During all the calls, I was assured that a re-delivery would be scheduled and that I would receive an email confirmation ********** Email Received: I did not receive the promised email, so I called again two days in between each attempt and each time I was told that I should expect an email confirming the re-delivery.Continued Delays: I called on Friday, Monday, and Wednesday and all representatives reiterated that I would receive an email regarding the delivery. However, I still have not heard anything.Latest Update: On April 10, 2025, I called again and was informed that my package would be delivered either later that day or on April 11, 2025. I was promised that the driver would call me prior to delivery, but I have yet to receive any communication.I am disappointed with the lack of follow-through and communication regarding my order. As a new customer, I expected better service.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for sharing your detailed experience. We sincerely apologize for the continued frustration and lack of follow-through you've encountered while waiting for your delivery.
  Upon reviewing your case, we confirmed that your parcel was scheduled for delivery on April 4, 2025, but a failed delivery scan was recorded. The photo associated with that attempt does not appear to match your delivery location, and we agree this caused confusion. Unfortunately, no further delivery status updates were posted after that attempt.
  We also identified an internal error on your support ticket, your case was accidentally placed in a pending state, which removed it from our active queue. As a result, your ticket did not receive timely follow-up. We have since addressed this with the assigned agent and conducted a training refresh across our team to ensure this does not happen again.
  We have now reached out to the warehouse for clarification on your parcels current location and next steps. Once we receive their update, we will follow up directly with you through your support ticket.
  We regret the inconvenience this has caused and appreciate your patience as we work to resolve this issue properly.
  Sincerely,
  UniUni