Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
• 

  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni is REFUSING to deliver my paid merchandise. I purchased a coat cost $650 From Aliexpress. UniUni sent me an automatic text stating a failed deliver attempt. I was home all day, UniUni is not answering my website emails. UniUni is refusing to answer the customer service phone number provided on its website. UniUni is IGNORED ALL MY EMAILS ! UniUni needs to be investigated for THEFT OF PACKAGES in ************. I'm going to file a police report today, This is THEFT of $650.00 merchandise. Yesterday UniUni came to my house, I have CAMERAS, UniUni delivery 1 package & REFUSED TO DELIVER the coat. I have videos of the driver. I know UniUni is illegally keeping my coat. UniUni is being operated by people who do not speak English. I called the phone number listed for the East coast multiple times. I was on hold for 35 minutes. I spoke to a man who doesn't speak English language. In my opinion UniUni is a operated by a criminal ring, stealing packages daily ! I want my $650.00 coat delivered to my house asap. I'm filing a police report for THEFT OF package by UniUni. My package is at UniUni.

  

  Business Response

  Date: 04/04/2025

  Dear *****,

  Weve reviewed your case and the parcel in question was successfully delivered on March 24, 2025, at 1:41 PM to:
  *********************************
  Proof of delivery photos were included in our response to your support ticket, which was submitted on March 24 at 7:24 AM. We responded the same day at 7:58 PM confirming the delivery. There was no follow-up from you on that ticket indicating non-receipt.
  We understand you're frustrated, but we want to clarify that:
  The parcel was delivered and is not in UniUnis possession.
  UniUni is not responsible for parcels after confirmed delivery.
  There is no indication of theft or refusal on our part.
  Automatic delivery attempt notifications may occur, but final tracking shows confirmed delivery.
  If you believe the parcel was stolen after delivery, please file a police report and contact AliExpress to request a claim or refund. You can use the proof of delivery photo provided.
  Weve also escalated your concerns internally regarding your experience with support and will review your call feedback.
  Sincerely,

  UniUni

• Initial Complaint

  Date:17/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failed delivery attempts and I would like for the delivery company to deliver my package. They keep saying the the delivery attempt failed (business closed) but I was home all day and they never knocked on my door.

  

  Business Response

  Date: 21/03/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion caused by the previous delivery attempts and for the lack of detail provided by the driver.
  According to our records, your parcel was successfully delivered on March 19, 2025, at 12:45 PM to:
  **********************************************
  We have included the Proof of Delivery photos for your reference. We are happy to see that the package was successfully delivered.
  Once again, we apologize for any inconvenience this may have caused and appreciate your patience and understanding. If you have any further questions or concerns, please feel free to reach out.
  Best regards,
  UniUni 

• Initial Complaint

  Date:17/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** had numerous packages delivered to the wrong address from this company. Im sick and tired because I lose money on all my orders as the company does not refund me, so the customer is out due to this incompetence. Ive had at least 10 packages sent to the wrong address. I have called and went through their complaint process but nothing comes out of it. I want my refund!!!

  Customer Answer

  Date: 17/03/2025

  The seller refuses to refund because the shipping company, *******, refuses to mark that it was delivered to the wrong address. They still list it as being delivered successfully. When I contacted the company about this they did not fix the issues in the past. This ks an ongoing issue with them and due to this the seller refuses to refund my packages, numerous packages have been delivered to the wrong address and I have gone through their in house process with no result

  

  Business Response

  Date: 04/04/2025

  Dear ******,

  Weve completed a review of your recent delivery concerns and have identified an address formatting issue that appears to be the root cause of the misdeliveries. Specifically, your parcels have been delivered to ************************************************************************ instead of your correct address:
  *****************************************************************************
  Our system is currently interpreting your address incorrectly, likely due to how it is being transmitted from the ***** platform. In some cases, the *** and routing logic may default to the wrong location if the address is missing a unit number, contains formatting inconsistencies, or is being misread between systems.
  Weve included a snapshot from the ***** platform to show how your address should appear when entered correctly.
  If you are already entering your address exactly as shown in the screenshot, you can disregard this recommendation, as the issue may be due to a formatting conflict between ***** and UniUnis systems, which we are actively investigating.
  Weve escalated this to our Operations and IT teams to correct how your address is processed internally. In addition, our Account Manager is contacting ***** directly to address the denial of your Parcel Issue Confirmation letters, and to ensure they are reviewing your refund eligibility appropriately.
  If you notice your address displays incorrectly after placing an order, please submit a ticket to our team so we can make the necessary corrections on our end.
  Thank you for your patience, and for helping bring this issue to light. We will continue working with ***** until this is resolved and your concerns are fully addressed.
  Sincerely,
  UniUni

• Initial Complaint

  Date:17/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UUS5360734989247780 I received a notification about a failed delivery attempt and am sure there wasnt an attempt made. Ive made sure my to verify my address and am now attempting to schedule a second delivery. This drop down menu does not offer an option for my city and state. Please adjust as needed as Im expecting a redeliver today. The delivery has been smooth until it made it to UniUni Bna.

  

  Business Response

  Date: 26/03/2025

  Dear *******,

  Thank you for reaching out regarding your recent delivery attempt. We have reviewed your support tickets and confirmed that our agents previously did not have access to the warehouse to assist with this issue. This has now been corrected to ensure better support moving forward.
  To proceed with scheduling a second delivery, we have sent you an email requesting you to update your address and contact information. Please review and update your details as soon as possible so we can ensure a successful redelivery.
  If you encounter any further issues with the scheduling system, please let us know, and we will assist you promptly.
  Best regards,
  UniUni

• Initial Complaint

  Date:17/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 missing packages from Uniuni that were all purchased on eBay.Uniuni lies about making delivery attempts, then dumps the packages into a warehouse and refuses to re-deliver them.I have exchanged numerous emails with them that do not resolve the issue. I call their customer service line and it just puts you on hold for 15+ mins, then disconnects you.

  

  Business Response

  Date: 21/03/2025

  Dear *******,

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience youve encountered with your deliveries and while trying to reach our customer service team.
  According to our records, your package with tracking number UUS52H1267933683098 was marked as delivered on March 18, 2025, at 7:32 AM to the following address:
  ****************************************************************
  We understand your concerns regarding the delivery process, and we regret any miscommunication or difficulty you experienced. Your feedback has been noted, and we will ensure it is reviewed internally to improve our processes.
  If you have further questions or need additional assistance, please feel free to reach out.
  Best regards,
  UniUni 

• Initial Complaint

  Date:17/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a package shipped, it attempted delivery on February 17th, I requested a second delivery because i got a notification I needed to. I didn't hear back so I called. They scheduled it within 10 buisness days. It has been past that so I called and they said within 48 hours it will be delivered. It's been past that so I called they said 48 hours. So I called again and they hung up on me 4 times in the middle of talking. Then I finally got ahold of someone who tried to help and he now says 24 hours.

  

  Business Response

  Date: 21/03/2025

  Dear *********,

  Thank you for sharing your experience, and we sincerely apologize for the frustration and inconvenience you have encountered.
  According to our records, your package was successfully delivered on March 15, 2025, at 10:54 AM to:
  **********************************************************************
  We understand that the process leading up to this delivery was unsatisfactory, particularly with the delays and inconsistent information you received when following up. Additionally, the multiple call disconnections you experienced are completely unacceptable and not reflective of the service we strive to provide.
  Your feedback has been noted for internal review to improve our processes and ensure better communication moving forward.
  We appreciate your patience and understanding, and we apologize again for any inconvenience this may have caused.
  Best regards,
  UniUni

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently have three different **** packages from three separate **** dealers that are supposed to have been delivered by UniUni. The tracking numbers are UUS51U1266880605924, UU52512689001362170, and UUS52E1260925456627. I have filed multiple tickets on UniUni's web site, and also with their chatbot. I have attempted to call them, but after hours waiting, have been disconnected every single time. I have filed complaints with the **** dealers, and called ****. In the time I have been waiting for UniUni to deliver, I have received multiple packages from other carriers (ie, ****, *********** OnTrac) at the address they claim is "bad."

  

  Business Response

  Date: 17/03/2025

  Dear ******,

  Thank you for reaching out and taking the time to share your concerns. We truly appreciate the opportunity to address this matter and fully acknowledge how frustrating this situation must be.
  We have carefully reviewed the tracking numbers you provided and would like to share the following information to ensure full transparency:
  1. UUS51U1266880605924
  This parcel was marked as delivered on March 12, 2025, at 11:18 AM to:
  ****************************************************************************
  Proof of Delivery (POD) confirms the parcel was left at the delivery location on file.
  2. UU52512689001362170
  After a thorough check, this tracking number does not appear in our system.
  We recommend reaching out to the seller to verify that UniUni is the designated carrier and to confirm the tracking number.
  3. UUS52E1260925456627
  This parcel is currently out for delivery and expected to arrive within 48 hours.
  We encourage you to monitor tracking for the most up-to-date status.
  We recognize and understand your frustration and are sorry for the inconvenience this situation has caused. Please know that your feedback is valued and has been noted internally for further review and service improvement.
  If you have any additional details to share or further questions, we are here to assist.
  Best regards,
  UniUni

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is ridiculousOn 2/5/2025 my package was out for delivery I waited all day, checked cameras and all driver never showed up At 4:58 I check temu app and it states the driver tried to deliver twice and my package is being sent back to the warehouse., I contacted customer service and they were rude and hung up one stated the driver would try to re deliver 2/6 and then the next stated it was being sent back to warehouse and I have to wait 10 business days for a package that the driver never attempted to deliver I told them I have cameras and no one came to my home but they are of still no assistance.. if I didnt truly need this order for work I wouldve cancelled.

  

  Business Response

  Date: 17/03/2025

  Dear June,

  Thank you for taking the time to share your experience with us. First and foremost, we want to sincerely apologize for the frustration and inconvenience caused by the handling of your delivery. We fully understand how important this package is, especially when it is needed for work, and we regret that your expectations were not met.
  To provide clarity, we can confirm that tracking reflects this parcel as delivered on March 8, 2025, at 4:58 PM to **************************************************************. However, we fully recognize that your experience leading up to this point has not been acceptable, and we are very sorry for the confusion and lack of consistent information you received when reaching out to us.
  We also regret to hear about your negative experience when speaking with our representatives. Professionalism and respect are fundamental to our service standards, and we take your feedback seriously. Please rest assured that this matter is being escalated internally for further review, including an evaluation of how your inquiry was handled.
  Again, we truly apologize for the inconvenience and stress this has caused. We appreciate you bringing this matter to our attention, and we are committed to improving from situations like this.
  If you have additional information you would like us to add to our internal review or if there are further questions, please do not hesitate to contact us.
  Best regards,
  UniUni 

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package has been held by this company since March 2, 2025. Apparently, this company is unable to deliver to a PO Box and will keep your package claiming them as undeliverable despite detailed even when you provide detailed instructions that even a child could understand. If you are an overseas business or just a supplier of anything in general, do not do business with this company. Despite days of attempting to contact this company and several email correspondences, I was ultimately ghosted and I am not out $203.31 BEWARE

  

  Business Response

  Date: 02/04/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns. We understand how frustrating it can be when a delivery does not go as expected, and we appreciate the opportunity to provide further clarification.
  The parcel in question was assigned for delivery to a P.O. Box, which UniUni is unable to deliver to, as outlined in our delivery policies and procedures. Multiple attempts were made via your support ticket to obtain a valid residential or business street address. While one of our agents attempted to initiate a second delivery, the request was later declined by our warehouse, as it was not compliant with UniUnis delivery policy.
  As of March 16, 2025, at 6:35 PM, the parcel was returned to ****, the original vendor, in accordance with ***** most recent policy change. As of mid-March, Temu no longer permits second delivery attempts and has instructed UniUni to return parcels to them when a delivery cannot be completed successfully.
  We sincerely apologize that we were unable to complete this delivery and for any confusion caused during the resolution process. To move forward, we recommend contacting ***** customer support team directly to request a refund or replacement, referencing the return status of the parcel.
  Sincerely,
  UniUni

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23030623
  
  I am rejecting this response:

   

  Subject: ******************** and Package Theft by Uniuni
  
  To the Better Business Bureau and the Public,
  
  I am writing this response to share my horrific experience with Uniuni, a company that has displayed an alarming level of dishonesty and negligence. Recently, I ordered a package worth over $200, only to find that it never arrived. After investigating the situation, it became glaringly clear that Uniuni has outright stolen my package.
  
  What adds to my frustration is their absurd claim that they cannot deliver to PO boxesa statement that is categorically false, as I have received countless packages from various mail carriers without any issues. It's incredibly disheartening to see a company that prides itself on providing a service blatantly lie to its customers.
  
  Moreover, it is shocking to know that Uniuni holds the lowest rating possible on the Better Business Bureau, reflecting a pattern of behavior that indicates they routinely mishandle and steal customers' property. This is not just a coincidence; it appears to be a systematic problem within their operations.
  
  I am not only disgusted and angry at their response but also feel that they have no intention of making this right unless they choose to refund my money directly. Their failure to acknowledge my loss and provide a solution has led me to believe that they care little about customer satisfaction or integrity.
  
  If Uniuni continues to operate in this manner, they will undoubtedly face severe repercussions. Their current practices are not sustainable, and I will be escalating this matter further by obtaining a police report. I am determined to ensure that others are warned about this company and their unethical practices.
  
  I urge everyone to think twice before trusting Uniuni with your packages. Their service is not just unreliable; it is a risk to your purchases 
  
  

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

  

  Business Response

  Date: 04/04/2025

  Dear ****,

  Weve reviewed your case and understand your frustration. According to our delivery policy, which is publicly available in our FAQs, UniUni does not deliver to PO Boxes or military addresses. This restriction is clearly communicated to all vendors who use our services.
  Your parcel was received by UniUni on March 2, 2025, but could not be delivered due to the use of an undeliverable address. Despite any delivery notes or additional instructions provided, we are unable to complete deliveries to PO Boxes as these locations fall outside of our service capabilities.
  As a result, the parcel has now been returned to the sender, and we have included a screenshot of your tracking status confirming this return. Please note: If you have another delivery coming via TEMU, please note to double check your address and phone number to ensure its accurate and if not, please submit a ticket immediately so that our team is able to update it, as TEMU does not allow second delivery attempts on there parcels and will be returned if the delivery fails. 
  We recommend reaching out directly to the vendor you purchased from to request a replacement shipment to a valid residential or business address, or to request a refund. Your vendor is aware of our delivery limitations and is responsible for processing refunds or reshipments in cases like this.
  We understand how disappointing this experience has been, and while we are unable to deliver to restricted address types, we are committed to transparency and ensuring you have the documentation needed to resolve this with your vendor.
  Sincerely,

  UniUni

• Initial Complaint

  Date:05/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AliExpress has entrusted delivery operations within the ** to UniUni. UniUni has failed miserably to uphold standards and widely accepted methods of operation. No where in delivery logistics is it deemed acceptable to retain a customer's delivery in the possession of the delivery driver any longer that what is acceptable to complete the delivery. If the delivery cannot be completed, then updates are to be sent to the customer. Where is it acceptable to mark a package out for delivery, then let it remain in the custody of the delivery driver for over 24 hours with no update to the tracking information? Further, how am I to trust the integrity of company that does not even wish to have a discussion with a consumer of their service and hang up on me 3 different times? If the chatbot is mentioned, then that is the most humorous joke of a chatbot that I have ever had the misfortune of interacting with. I even sent a support ticket for information and have been met with silence. More and more evidence is beginning to surface to support the idea and theory that this company is a scam company and only provides just enough "acceptable" service to stay off the radar of any actionable enforcement. I have orders totaling in excess of $1k USD that is to be shipped and handled by UniUni from AliExpress. If this is the measure of how they handle business, then more than the BBB might need to be contacted.

  

  Business Response

  Date: 02/04/2025

  Dear *******,

  Thank you for your feedback. We understand your frustration and appreciate the opportunity to clarify the situation.
  Our records show that your parcel was successfully delivered on March 7, 2025, at 11:53 AM to the address provided at checkout:
  ************************************************************************
  Proof of delivery photos have been included in this response for your reference.
  Upon reviewing your support history, we identified a typographical error in the email address originally provided, which prevented us from delivering updates and responses to your inquiry. We have now corrected your email on file based on the information submitted through your BBB complaint and have re-sent the delivery confirmation for your records.
  For future reference, you can track all UniUni deliveries at ****************************** by entering your tracking number and full ZIP code with no spaces.
  If you have concerns about the location of the delivery or believe the parcel was misdelivered, you are welcome to reply directly to the updated email, and our support team is ready and willing to assist with a follow-up investigation.
  We regret any inconvenience caused by the miscommunication and appreciate the opportunity to correct your contact information. Your feedback regarding your experience with our chatbot and support channels has also been noted and will be shared internally for continued improvement.
  Sincerely,
  UniUni