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: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

• 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.

  They were to deliver a package, had delivered another package from same order. Second package they said undeliverable due to driver issues. Refused to deliver the packages told me I should request a refund from the seller. **************** was extremely rude and told me to start paying attention to there policies before I order, then hung up on me.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for sharing your concerns with us, and we sincerely apologize for the inconvenience and frustration youve experienced.
  We have located your support ticket and can confirm that an agent is actively working on your case to verify your shipping details. An email was sent to you on Thursday, December 26, 2024, at 1:47 PM, and we kindly ask that you respond to this email at your earliest convenience. This will allow us to proceed with resolving the issue promptly.
  Please rest assured that we take your feedback seriously and are addressing any concerns regarding the service youve received. Your experience is important to us, and we are committed to finding a resolution as quickly as possible.
  If you have any further questions or need additional assistance, 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 purchased a product from *************** November eight, 2024. This complaint is not for that company. I have ordered multiple things from them that have been delivered in the past from a different delivery agency. This complaint is about the delivery. I received a notification November 20, 2024 that the package was on its way. I received a notification December 1 that it had arrived in *******, ************** and it was out for delivery. I live in an apartment complex that accepts deliveries at the front desk. On December 5, I got a notification saying it was a failed delivery and that they would retry later. I called *******, December 10 to reschedule a delivery. They emailed me, said it was in their warehouse and that it would be delivered within 7 to 10. It has now been **************************************************************** their warehouse. My app says the package however, is in ********. After googling this company,, It seems as this may be their modus operandi. They cannot tell me where the warehouse is so that I may pick it up or when the package will be delivered. *** also contacted the company that I ordered the product form, but have not heard from them as of this date.

  

  Business Response

  Date: 27/12/2024

  Dear Lily,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with the delivery of your package.
  After reviewing the details of your concern, we were unable to locate a support ticket in our system using the personal information provided. Additionally, the tracking number submitted appears to be invalid or incomplete.
  To resolve this issue promptly, we kindly ask you to verify the tracking number associated with your shipment and share it with us. This will allow us to locate the package in our system and provide you with accurate updates.
  We appreciate your patience and understanding, and we are committed to assisting you in finding a resolution as quickly as possible. Please don't hesitate to reply with the necessary details, and we will follow up immediately.
  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.

  My parcel got delayed for almost two weeks. When I followed up with the vendor, vendor said UniUni said they are too busy and wont even try to locate my parcel (a 30kg large parcel, not a small one). How unorganized and messy their warehouse is to make a 30kg parcel hard to find. I asked to pick up rather than waiting for their delivery if they are short staffed, but UniUni also refused without any explanation, just a cold hard NO. My parcel cleared customs on Dec 9 and still nowhere to be found. Their chatbot said the timeline is 2 business days for the parcel to get to their warehouse after clearing the customs and it takes another 24 to 48 hours to be delivered, which means I should have received it on Dec 14 the latest. There are lots of Christmas gifts for my kids and they have been looking forward to them for months! After several calls to UniUni customer service, 3 calls got through. One ****** was friendly and trying to help, but got cut off in the middle. The other one was vey rude and wont even let me finish. He just dumped me with some scripted and irrelevant responses and hung up on me. The third ****** said the parcel should be picked up and shipped to UniUnis warehouse from the customs by a third party, which doesnt make sense at all! They are telling me the parcel are still at customs. Each calls took about an hour to get through and only a few minutes conversation with no meaningful info. No one, including customers service agents, knows whats going on with this horrible company! Still dont know where my parcel is! When or if it will arrive.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for sharing your feedback and bringing this matter to our attention. We sincerely apologize for the confusion and frustration caused during the delivery of your parcel.
  To provide some clarity, our records indicate that while we received the shipping details for your parcel on December 17, 2024, the physical parcel only entered our network for delivery on December 24, 2024, at 8:57 PM. It was promptly dispatched for delivery on December 25, 2024, and successfully delivered at 4:45 PM.
  We acknowledge that during the period between December 17 and December 24, there was limited tracking information available. As a result, our customer service team could only relay that we had not yet received the physical parcel, which may have contributed to the confusion and frustration you experienced.
  We deeply regret any inconvenience caused by the lack of timely updates and the experience you had while seeking support. Please rest assured that we are actively reviewing our processes to improve communication and provide more accurate updates in the future.
  Thank you for your patience and understanding, and we are happy to see that your parcel has been delivered. If you have any further 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.

  Recieved an email from UniUni saying they attempted to deliver a package to my home and could not deliver it on 12/19/24. I was home all day and no delivery was attempted and I have video proof of this through my home security system. Their updated tracking says it was out for delivery on 12/18. I tried contacting them through email and have not been answered and no new info has been posted on delivery time or date. This package contained a Christmas gift I ordered well in advance back on 12/4. I've checked and rechecked the delivery address and it is correct and even in their email to me about a missed delivery they have my correct address in it. Also, their out for delivery says ********** and I live in ***********. I would like to know where my package is and when it will be delivered to my home.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration caused by the failed delivery attempt and the lack of context provided by the driver.
  After reviewing your case, we can confirm that your package was successfully delivered on December 21, 2024, at 6:00 PM. However, the driver had previously marked a failed delivery without detailing the reasons for it, which understandably led to unnecessary concern on your part.
  We deeply regret this oversight and are working with our team to ensure drivers provide clear and accurate updates moving forward. We truly appreciate your patience and understanding as we strive to improve our processes.
  If you have any further questions or 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.

  Package was shipped by merchant Nov 27 2024. Dec 8th it was out for delivery, Dec 9th they updated saying "wrong address". I submitted a ticket and called. Explained address is correct, is a university mail room which receives dozen of parcels a day. Gave more detailed instructions on phone and via email and was told it would be delivered next day or the day after. Did not receive package within the next 48 hours, submitted another ticket, same thing, they said would deliver within 48hrs, they did not. Kept doing this, even provided an alternative address and they did not deliver. Today I received a message to contact the merchant and case closed. They will not provide any update to where it is or where its going, the merchant will not refund me until the item is returned but it is't showing it moving anywheres.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  We sincerely apologize for the repeated frustrations and lack of clarity regarding your package delivery. Upon reviewing your case, we can confirm that the driver marked the address as incorrect, which has led to these delays.
  An agent has already reached out to request confirmation of your shipping details to ensure the address provided is correct and to avoid any further issues. Once we receive your confirmation, we will prioritize your delivery and expedite it for prompt resolution.
  We deeply regret the inconvenience caused and appreciate your patience as we work to address this matter. Please don't hesitate to reply to the support ticket or contact us directly with any additional details.
  Thank you for bringing this to our attention, and we are committed to resolving this for you as quickly as possible.
  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.

  This carrier shipped a package to me, the driver that delivered the package came with a passenger in her car and they stole another package that was already left on my door step. I have video footage of the incident but I have not been able to speak with anyone regarding the incident. Every time I call UniUni Im placed on hold for long periods and then hung up on, I was finally able to speak with a representative and they said that a station manager needed to reach out to me. The incident happened on 12/12/24 and no one has called me. I finally received a reply through an anonymous email days later and they asked for more information so I provided all the information I had they rest of the video footage was taken by my grounds keeper and they provided it to the police directly but I still provided them with pictures of their faces and showing one of them walking to her car with the stolen package but they said its not enough. All Im asking is for the name and contact number of the station manager in charge so I can have the police reach out to them directly to assist with the investigation. However, they do not want to provide any working contacts. Theres no customer service to help, no one provides any names, nor is there a line to complain to, this is horrible service.

  

  Business Response

  Date: 27/12/2024

  Dear *********,

  We deeply regret the distress and frustration you have experienced regarding this incident. Your concerns are absolutely valid, and we sincerely apologize for the lack of follow-up and support you have encountered.
  We can confirm that our U.S. Team Lead was actively working on your case and escalated it to the appropriate station manager. However, we recognize that there has been a lapse in communication and follow-up regarding your ticket, #*******.
  To ensure this matter is addressed promptly, we are currently investigating the status of the resolution with the station manager. If the issue has not been fully resolved, we will escalate it further and follow up with you via your support ticket to provide a comprehensive update and next steps.
  We understand the gravity of this situation and appreciate your patience as we work to make things right. Please rest assured that we are committed to resolving this for you as quickly as possible.
  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.

  Issue Details:Date of unsuccessful Delivery: [December 17]Amount Paid: [$75]What the Business Committed to Provide:UniUni was contracted to deliver a package to my address. The tracking number for the shipment is JY24C310U446136800. Their commitment was to deliver the package on time and accurately, as stated in their service agreements.Nature of the Dispute:The package was not delivered as promised. Upon inquiry, I was provided conflicting and inconsistent information by UniUni representatives:1.First Representative assured me they would resolve the issue within 72 hours. No response followed.2.Second Representative (*****) was dismissive and claimed an attempted delivery, which is untrue since I visited their warehouse in *********, where staff stated they do not deliver to my area.3.Third Representative (******) contradicted prior claims, stating I must wait an additional week for an update. During this call, ****** **** up without warning, displaying unprofessional behavior.UniUnis warehouse staff claimed the package was not in their possession and suggested it might be with ***********. ***********, however, confirmed they have no record of the package. This highlights UniUnis failure to track and handle my shipment appropriately.Attempts to Resolve the Issue:I have contacted UniUni multiple times via phone and email to no avail. The responses I received were not only dismissive but also contradictory. Their customer service has shown a lack of accountability, clarity, and professionalism.Desired Resolution:I demand that UniUni locate my package and deliver it to my address promptly. Additionally, I request a written apology for the poor service and lack of transparency throughout this process. Continued delays or a failure to provide resolution will leave me no choice but to escalate this issue further, including publicizing my experience across all available platforms.

  

  Business Response

  Date: 27/12/2024

  Dear *******,

  We sincerely apologize for the frustrating experience youve had with your delivery. We deeply regret the conflicting information and lack of professionalism you encountered in your previous interactions with our representatives.
  Upon reviewing your case, we have verified that our agents made attempts to book the second delivery; however, the warehouse failed to action this request. We have since escalated the matter directly to the warehouse manager and have prioritized your package for immediate delivery.
  We understand the importance of resolving this matter promptly and appreciate your patience as we address these issues. We also acknowledge your request for an apology, and we assure you that we are taking steps to improve our processes to ensure such incidents do not happen in the future.
  You will receive an update shortly regarding the status of your package. If you have further concerns, please do not hesitate to reach out.
  Thank you for bringing this to our attention, and once again, we deeply apologize for the inconvenience caused.
  Best regards,

  UniUni

  Customer Answer

  Date: 02/01/2025

  Dear UniUni and Better Business Bureau, 
  
  
  Thank you for your response I hope we can get a handle on this issue. 
  
  
  To make you aware attached are our previous emails pointing out your commitment on December 21, 2024, to re deliver ( to be flat out honest I would rather call this late delivery as all of us are aware the original delivery which was promised for Dec 17th was never attempted) my package within 7-8 business days. It has now been 9 business days since this commitment, and I have yet to receive my package or any update about its status.
  
  
  On December 23, 2024, I sent a follow up email expressing concerns about the lack of updates on your tracking system and emphasizing the importance of transparency and timely delivery. To date, I have received no response to that email, which is disappointing and further highlights a lack of professionalism in handling this matter.
  
  
  Additionally, I have been in direct contact with Temu, and they are placing the full responsibility for this situation on UniUni. **** has communicated that their agents attempted to coordinate the redelivery with your team, but the warehouse failed to act on these requests. This demonstrates a clear breakdown in your internal processes.
  
  
  I must stress that your failure to fulfill your commitments and the lack of communication are unacceptable. This issue has caused significant inconvenience and frustration. I urge you to:
  1.Provide a clear and immediate update on the status of my package and the steps being taken to rectify this situation.
  2.Clarify why the promised redelivery has not occurred.
  
  
  I hope for a swift and professional resolution to this ongoing issue.
  

  Sincerely,
  ******* Karkovic
  Tracking Number: JY24C310U446136800
  Ticket complaint: 22714685

   

  

  Business Response

  Date: 12/01/2025

  Dear *******,

  Dear Mr. ****************** you for your email and for sharing your concerns regarding your parcel delivery. We sincerely apologize for the inconvenience and frustration caused by this situation.
  After further review, we regret to inform you that we are unable to proceed with a resolution from our side. As your parcel remains in **************** (**) and **** has not authorized the use of Canada Post or any other alternative delivery method, we are unable to fulfill the redelivery request.
  Given these circumstances, we kindly advise you to contact Temu directly for further assistance in this matter. They will be able to assist you with a resolution, whether it be a replacement or a refund for your order.
  We understand how disappointing this experience has been, and we apologize for any inconvenience caused. Please know that we remain committed to improving our processes to avoid similar issues in the future.
  Thank you for bringing this matter to our attention. Should you have any additional questions, feel free to reach out.
  Sincerely,

  UniUni