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: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.

  Received a package from TikTok on 12/25 delivered by UniUni. Driver threw my package in the driveway and kicked the package up the driveway. Then picked up the package and threw on the front porch. All was captured on my ring camera. Driver was extremely unprofessional with this act and should be terminated from employment. I tried calling customer service and extremely long delays. On hold with customer service it suggested creating a ticked online. I went online and all I got was an error message (I have picture proof). I tried using the online chat function and it said it cant find my order. This company and drivers are terrible, no customer service and shouldnt be used. No accountability and company can operate with terrible business practices until they are shut down.

  

  Business Response

  Date: 30/12/2024

  Dear ********,

  Thank you for bringing this matter to our attention. We sincerely apologize for the unprofessional behavior you experienced during your package delivery and for the challenges you faced in trying to contact us. This is not the standard of service we strive to provide, and we deeply regret the inconvenience caused.
  To investigate this matter thoroughly and address your concerns, we kindly request your tracking number associated with the package. Once we have this information, we can escalate your complaint and take appropriate action.
  We appreciate your patience and understanding as we work to resolve this issue. Please dont hesitate to reply with the requested information so we can assist further.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:30/12/2024

  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.

  On December 1st, 2024, I placed an order with Stylevana (order #*****************) for a total of CA$97.85. ********* used YunExpress as shipping company (see website ************, tracking number YT2434221905000260). YunExpress used UniUni as distributor to deliver the parcel to my address in ******** (************************************************************************************************************). UniUni pretends that they tried to deliver it three times, which is not true. They only tried once on December 21, the delivery driver called me and refused to leave it in front of my building (I was going to pick it up a few minutes later). I was home all day on December 22 and 23 and no one ringed the bell or knocked on my door - no delivery was attempted but UniUni made updates saying Failed delivery attempt. On December 23, I called UniUni Customer Support and stayed on the phone for hours and no one picked up the phone. On the same day, I opened two tickets with UniUni Customer Support and still have gotten no answer. On December 24, my parcel was returned to the overseas warehouse. On December 25, it was received by the processing center. In sum, UniUni made no real attempt to deliver my parcel, did not respond to my calls or tickets so we could arrange a delivery time (or for me to pick up the parcel myself at their facility) and returned it to the warehouse without contacting me. I did not get a chance to receive my parcel, which I paid a significant amount of money for. I would like a delivery, or for them to compensate me for the money I lost because they did not deliver the parcel (CA$97.85). Thank you.

  

  Business Response

  Date: 30/12/2024

  Dear Samar,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges you experienced during the delivery process and for the frustration caused by the lack of communication and failed delivery attempts.
  Upon reviewing your case, we see that you were able to pick up your parcel from our warehouse on December 30, 2024, at 1:27 PM. While we are glad that you now have your package, we regret the inconvenience and stress this situation caused.
  Your feedback is important to us, and we take it seriously as we work to improve our services. If there is anything further we can assist you with, please dont hesitate to contact us.
  Sincerely,
  UniUni

  Customer Answer

  Date: 08/01/2025

   
  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: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.

  UniUni received my package on the second of December, and attempted to deliver it on the seventh of December. They failed to deliver the package, and have not attempted their second delivery despite claiming to attempt doing so in the next ***** hours. My attempts to submit support tickets to change my address or schedule a second delivery time have all failed, despite the forms being properly filled, due to a failure to create ticket, despite me having attempted to submit a ticket on multiple days since the failed delivery. I havent payed this courier anything yet, as they purchased the right to deliver my package from AliExpress, who has also failed to contact UniUni. I simply want my package, as it contains fan merchandise from ***** that is not distributed within *****************.

  

  Business Response

  Date: 30/12/2024

  Dear ****,

  Thank you for reaching out to us and sharing your concerns. We understand how important this package is to you, and we sincerely apologize for the delay and any frustration this situation has caused.
  We want to assure you that a member of our team will be contacting you via email to assist further and provide the next steps in resolving this matter.
  We appreciate your patience and understanding as we work to address this issue. Please dont hesitate to reach out if you have any additional questions or need further assistance in the meantime.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22729902
  
  I am rejecting this response because:
  The email containing the response said I would be contacted to solve the issue within 72 hours. This did not happen, as I received no such further correspondence. 
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:30/12/2024

  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 placed a order on ***** for my daughter christmas gifts and everything was going fine until my order arrived at my local airport. On ***** it said it was in ******* and on ***** it said out for delivery that morning the whole day i never received anything and i also have a ring camera no-one came to my address to attempt to deliver something. On the morning of ***** the tracking status changed to Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible). I find it weird because no one called or came to my address. I tried calling but unable to reach anyone the recording was playing over and over. I did an submission for a second delivery on top of reaching out to ***** no response as of today it changed back to out for delivery still nothing at all. This is ridiculous and feel like the drivers are stealing packages.

  

  Business Response

  Date: 30/12/2024

  Dear *******,

  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating and concerning this situation has been, especially given the lack of communication and the challenges youve faced while tracking your parcel.
  After reviewing your case, we can confirm that your parcel was successfully delivered on December 26, 2024, at 10:28 PM to ***************************************. For your reference, weve included the Proof of Delivery (POD).
  We sincerely apologize for the confusion and inconvenience caused by the delivery delays and any lack of clarity in our communication. Your feedback is important to us, and we are committed to improving our processes to provide a better experience in the future.
  If theres anything further we can assist you with, please dont hesitate to reach out.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 30/12/2024

   
  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:30/12/2024

  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 have had a package out for delivery for 7 days with this company. I have reached out through their support system on their website and had no response. At this point I would like confirmation that the package hasn't been lost, as I don't expect to receive the items before Christmas.

  

  Business Response

  Date: 30/12/2024

  Dear ********,

  Thank you for reaching out to us regarding your package. We understand your concern and apologize for any inconvenience or lack of communication you may have experienced.
  According to our records, your parcel was successfully delivered on December 25, 2024, at 5:59 PM to *** **** *** ******** **. For your convenience, we’ve attached the Proof of Delivery (POD) for your reference.
  If you have any further questions or need additional assistance, please don’t hesitate to let us know. We’re here to help.
  Sincerely,
  UniUni

  Customer Answer

  Date: 30/12/2024

  
  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:23/12/2024

  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.

  A third party company called ******* claims to have attempted to deliver my package and claim to have tried to contact me about delivery but they did not. I was home all day on the alleged attempt and no one came to my door. I checked my security cameras as well and there was no one at my door or property at all this day so I know this is a lie. I have read a lot of complaints about this company stealing packages and claiming they delivered it. I want my package to be delivered, if it is delivered by Christmas I will drop the claim. I think this company needs further investigation as there are many many complaints online regarding them being a scam company. My tracking number is UUS4CC0576721557642. I have already tried using the chatbox service on their website, emailing them, opening a support ticket and waited on hold to speak to someone on their customer service number where they hung up on me after being on hold 32 minutes.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for reaching out regarding your concerns. We understand how frustrating this experience has been, especially given the importance of timely deliveries during the holiday season.
  We can confirm that your parcel, tracking number UUS4CC0576721557642, was successfully delivered on December 24, 2024, at 12:35 AM. We have also enclosed the Proof of Delivery (POD) for your reference.
  We sincerely apologize for the lack of clarity regarding the initial failed delivery attempt. Unfortunately, the driver did not update the tracking system with the specific reason for the failed attempt, which has been addressed with their manager to ensure such oversights are avoided in the future.
  Your feedback about the difficulties in contacting our customer service team is invaluable. Please know that we are taking steps to improve our communication channels and ensure a smoother experience for all customers moving forward.
  If you have any further questions or concerns, please don't hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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 driver tried to send me a text Thursday evening Dec 19th, 2024. Asking for my buzzer #, but l didn't see text until next morning, at which time l sent a text back to him, telling him l missed his text, and that my buzzer # doesn't work, because l have a cell phone, not a landline phone.l got no reply, as it was way to late. The same day the driver or another UniUni driver attempted another delivery! I was away from home all day Friday Dec 20th, 2024. Noone phoned me, or left a phone message, or sent me a text or email, to let me know that a delivery attempt was made! That day using my tracking #, l see the parcel(small) was sent back to UniUni warehouse here in **************, marked as undeliverable and rejected etc... l have used thier online support, to update my info, ask for another delivery, or ask to pick it up in person, etc... which has gone answered for days now! I even tried thier online bot etc... l have phoned thier toll free phone number several times, and have been put on hold for long periods.l finally got to talk to a lady after on the phone for 45 minutes, and she hangs up on me! I have tried phone number several times, but they have locked me out from getting through this UNIUNI Courier belongs to ***, and the only reason **** seller shipped it to me by ***, is/was because Canada Post was on strike! I have never had a courier/delivery company anywhere near as bad as UNIUNI before, and l hope l never do again.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for sharing your experience with us. We deeply regret the frustration and inconvenience you encountered during your recent delivery process, as well as the challenges you faced when seeking support.
  We have verified that your parcel was picked up from the warehouse on December 26, 2024, at 10:14 AM. However, we understand that the handling of your delivery and subsequent interactions with our customer service team fell short of your expectations.
  Please rest assured that we are conducting a thorough review of your case, including the interactions you had with our customer service team. Our goal is to ensure that all team members are held accountable for providing the highest standard of support. Your feedback is invaluable and will help us address these concerns directly with the agents involved.
  We sincerely apologize for the inconvenience caused and appreciate your patience and understanding as we work to improve our processes. Should you have any additional concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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 was home during the delivery attempt and my phone was never called. UniUni claimed the parcel could not be delivered but there was no delivery attempt, nor was I contacted about it. I've tried to submit a support ticket but the form on their website is broken and will not allow. I've called several times but the phone line menu options direct me in a circle and there's no way to get to a person. The chat service on the website tells me to submit a ticket to have the package delivered again, but the form to submit the ticket is broken and will not submit despite validation being successful. I feel my package is lost at this point. There has been no way for me to get information about my parcel.

  

  Business Response

  Date: 08/01/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges youve faced in attempting to resolve this delivery issue.
  We acknowledge your frustration and want to assure you that we are taking steps to address this matter. An agent will be reaching out to you shortly to verify your address so we can proceed with booking a second delivery attempt for your parcel.
  We deeply regret the inconvenience caused by the broken support form and communication difficulties. Your feedback has been escalated to our team to ensure these issues are resolved promptly and to improve the overall experience for our customers.
  If you have any further questions or concerns in the meantime, please dont hesitate to contact us. Thank you for your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22724888
  
  I am rejecting this response because:

  there was no acknowledgement by unions of when I will receive my package and it has been over two weeks. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:23/12/2024

  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.

  TWO failed delivery attempts with reason listed as "wrong address" which is false. The address has been checked and it is correct. I called customer service and was told the wait time would be 12 minutes, which was fine for me, but then after less than two minutes it disconnected me - - multiple times. I tried submitting ticket with UniUni on their webpage and got an error message that it couldn't be submitted, even though all areas were filled in accurately. Lastly, I tried texting a representative on their page via chatbot and received no information/help. This package should have been delivered a week ago. At this rate I have to ask for a refund now because item not delivered.

  

  Business Response

  Date: 27/12/2024

  Good day,

  Thank you for reaching out to us regarding your parcel. We sincerely apologize for the inconvenience and frustration caused by the failed delivery attempts and the challenges you've encountered while trying to resolve this issue.
  We can confirm that your parcel is currently IN_TRANSIT as of December 26, 2024, 05:55:43. Our drivers are allotted up to 48 hours to complete deliveries, and we are actively monitoring its progress to ensure it reaches you as soon as possible.
  We deeply regret that the failed delivery attempts were marked with "wrong address" despite the address being accurate.
  We also acknowledge the challenges you experienced with our customer service channels, including call disconnections, ticket submission errors, and insufficient chatbot assistance. This does not meet the standard of service we strive to provide, and we are working to improve these areas.
  Please rest assured that we are doing everything possible to ensure your package is delivered promptly. Should you have any further concerns, don't hesitate to contact us.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 02/01/2025

   
  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:23/12/2024

  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 ordered electronics from a small company in ***** named Retro Remake. They were shipped through *** which gave it to UniUni to do last-mile delivery. UniUni status claims that my package has been out for delivery for the past 12 days. Requests to find my package and even receive confirmation that it has been lost have gone unfulfilled for the past week.Heres the timeline.December 4: Package transferred from 4PX to UniUni.December 4-9: Package transported to my city.December 9: Package is out for delivery.December *****: Chatbot says the package is with a UniUni driver and will be delivered soon. This status never changes.December 16: Phone call, email received. *** says to expect a response within 48 hours. No response received.December 18: Phone call, email received. *** says escalated, to expect a response within 24 hours. No response received.December 19: Phone call. *** named ******** says package is lost, and that supervisor will issue a Lost Parcel Certificate within 12 hours.December 20: Phone call. *** says supervisor will issue a Lost Parcel Certificate within 48 ******** not the only one who has had these problems. Numerous customers of Retro Remake who had packages shipped by UniUni are in my situation. See for example this Tweet by the owner of the company, Retro Remake: ******************************************************* I want my package delivered. If UniUni cant do that, I want prompt issuance of confirmation that my package was lost.

  

  Business Response

  Date: 27/12/2024

  Dear ***,

  We regret to inform you that your parcel is currently experiencing a processing delay, and our warehouse has identified it as missing.
  To address this issue, we have initiated a search process to locate the parcel. This process typically takes up to 14 days to complete. In most cases, the parcel is found and proceeds to the next stage of delivery within this timeframe.
  Next Steps:
  Please allow up to 14 days from the date this status was applied for the search to be completed.
  If the parcel is located, its status will be updated automatically, and it will be assigned to a driver for delivery within 48 hours.
  If there is no update after 14 days, please reach out to us for further assistance.
  We sincerely apologize for the inconvenience this delay may have caused and appreciate your understanding as we work to resolve the matter. Rest assured, we are committed to finding your parcel and will keep you informed throughout the process.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 22719824
  
  I am rejecting this response because: Package was not delivered and I have still not received confirmation of the lost package. Even if I did, this outcome has not been prompt as requested.

  Here is the record of my further interactions with UniUni customer service:
  
  December 21: Email sent requesting resolution. No ***ly received until call on December 24.
  December 23: Phone call 2:56 PM. *** says I will receive resolution of my case within 2 hours. No resolution received.
  December 24: Phone call. Told that warehouse started searching today, will be completed in 14 days (January 7). ****** now says Scanned parcel processing delay. Timestamp is 00:10:00 which seems manually entered. Email received saying this in writing. Asked to speak to a supervisor, told I would receive a callback within the next 48 hours. No callback received.

  December 27: Phone call 1:22 PM. Told that supervisors are not directly accessible but they will do their best to get one to reach out within 2 hours. I shared my concerns about inconsistency and timeline delays. No callback received.

  December 28: Phone call 12 PM (business support hours). First time (45m), nobody picked up. Second time (45m), call was ended. Third time, picked up. **************** *** said he would investigate and put me on hold. Was told I would receive a resolution in two hours. None received. Email sent complaining about inconsistency, timeline delays, and no callbacks from supervisor.
  December 29: Email response. Email says that I will receive a response within 7 days.
  December 30: BBB response. Email says that I will receive a response within 7 days.
  Jan 4: Phone call 12:07 PM. Was told the package is lost, and I can wait for the full 14 days or get a Lost Parcel Confirmation letter. I requested an ***. Told I would receive one within 24 hours.

  I have still received none of the following, despite ***eatedly being told I would receive them within hours:

  - My package

  - Lost parcel certificate

  - Phone call from a supervisor

  It has already been 7 days since December 29, the deadline for when I was told I would receive a response on the warehouses search.

  I am requesting PROMPTLY either delivery of my package or a lost parcel certificate. UniUni has failed to fulfill these requests.

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

  

  Business Response

  Date: 16/01/2025

  Dear ***,

  Thank you for reaching out to us regarding your recent delivery experience. We sincerely apologize for the frustration and inconvenience caused by the delay and the handling of your package.
  After a thorough review of your case and the support ticket (#*******), our records confirm that the parcel has been deemed missing. A resolution was offered to you on January 9, 2025, at 2:31 PM. As such, we consider this matter resolved.
  We deeply regret that we were unable to deliver your package as expected. We understand how important this delivery was and recognize the inconvenience caused by the delays in communication. Please know that we have taken steps to review and improve our processes to avoid such incidents in the future.
  If you have further questions or concerns, or if there is additional assistance we can provide, please do not hesitate to contact us.
  Thank you for your understanding, and we sincerely appreciate your patience.
  Best regards,

  UniUni