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:24/01/2024

  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.

  UniUni is the last mile delivery service from a package I ordered from China through a private vendor. They provided me with a tracking number that said "Out for Delivery" on 01/09/24. The email said delivery could take between 24-48 hours. The next day I received a notification of "Failed Delivery" at 10:05pm. Who delivers at 10pm? Its impossible to receive a package that late. I filled out a form on their website because the phone number listed on their website did not answer, to reschedule delivery during the hours my building is open with a receptionist for packages (7:30am-3:30pm). Notification I received: 1/10: Failed delivery attempt, returning to the warehouse. (Wrong Address). I filled out the form again, providing my address again, describing the building and where exactly to go and if they call, I will meet them outside. The form response said to basically provide the information I had put in the form again, so I do. What seems to be an autoreply says they will try to deliver again. Notification: 1/11 - Out for Delivery; 1/12 - 9:22pm Failed delivery attempt, returning to the warehouse. (Wrong Address). I filled out the form AGAIN, I got another reply saying to give them the SAME information I put in the form. I reply with the SAME information. Auto reply that they will redeliver in 24-48 hours. 1/15 -Out for Delivery, 1/17 11:39 - Failed delivery attempt, returning to the warehouse. (Wrong Address). 1/18 Parcel returned to warehouse. 3001 Woodbridge Ave, Edison, NJ 08831, United States. I get packages from all the usual delivery services because we are a business address. So frustrating. I contact their customer service via email 1/19 because no one answers the phone, provide this timeline and ask what the problem is & can they transfer my package to **** or something -- I WILL PAY. No response and its now 1/22. I notified the vendor. This seem ****** to me. How can you get my address wrong so many times and why is that my problem? I want my package.

  

  Business Response

  Date: 07/02/2024

  Hi ******,
  
   
  
  Thank you for your help, here are the replies to the customer. It has been resolved.
  
   
  
  Sent: 20 hours ago (Tue, 6 Feb 2024 at 1:12 PM)
  
  ** *********  ***** *** *** ********** *******  ** ********* ********* **** ** **** **** ****** ** **** **** ****** ********* ** **** ******* *** ** *** ********* *** **** **** ******** **** ******** ****** * ******** *****   ** **** ************ ****** **** ****** ********* *** *** ****** ** ******* **** ******* ** *******    **** ****** **** *** ** ********* *** *** ***** ** **** ****** ** *** **** ** ****** **** ***** 
  
   
  
  Thank you, 
  
  UniUni
  
   
  
  Customer replied:
  
  5 hours ago (Wed, 7 Feb 2024 at 3:48 AM)
  
  Wait what? They are going redeliver again now? ??
  
   
  
  UniUni replied;
  
  a few seconds ago (Wed, 7 Feb 2024 at 8:56 AM)
  
  Hi Brittany, 
  
   
  
  Yes, it has been reassigned to a driver for delivery today. You will receive it within 48 hours. Please accept our apologies for the oversight in your booking, it was an error in our system that prevented it from being booked. 
  
   
  
  Thank you,
  
  UniUni
  
   

  Customer Answer

  Date: 12/02/2024

  
  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. After three weeks they finally replied to my email and delivered the package in good condition.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:24/01/2024

  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.

  This delivery company has had my package for 2.5 weeks. They’ve claimed that my 10 year old house does not exist due to an outdated Google map street view. I’ve proven that it DOES in fact exist. They’ve claimed they will reattempt delivery. It has been 13 days since then. I’ve called and talked to at least 5 agents. No one ever has any answers and always claim it will be delivered. I feel that I have no other option than seeking your assistance.

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the delay and the scheduling difficulties you have experienced with the delivery of your parcel.
  We have reviewed your case and are pleased to inform you that your parcel was successfully delivered today. We understand the frustration and inconvenience caused by the prolonged wait and the challenges in getting accurate and timely information.
  Regarding the initial confusion about the existence of your address due to outdated Google map street view, we apologize for the misunderstanding and any inconvenience this may have caused. We are constantly working to update our systems and ensure that our delivery information is accurate and up-to-date.
  We also acknowledge that the communication from our team did not meet the standard of service we aim to provide. The lack of clear answers and the delay in reattempting the delivery are not in line with our commitment to customer satisfaction. We are taking your feedback seriously and will be using it to improve our internal processes and training to prevent similar situations in the future.
  We truly appreciate your patience throughout this process and apologize once again for the difficulties you faced. If there are any further issues or assistance you require, please do not hesitate to contact us.
  Thank you for bringing this matter to our attention, and we hope to serve you better in the future.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/02/2024

  
  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:23/01/2024

  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 continuously contacted this service not to leave my packages in the lobby. But deliver it to my apartment like other delivery/courier services

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out to us with your concerns. We have located your customer support ticket and are glad to see that your issue is actively being addressed by our **************** Team.
  From our records, it appears that a resolution has been provided and accepted. We understand that your request was for packages to be delivered directly to your apartment, rather than being left in the lobby. We apologize for any inconvenience our previous delivery method may have caused you.
  We are committed to ensuring that our delivery practices meet the needs and preferences of our customers. Your feedback is extremely valuable to us and has been instrumental in helping us improve our service. We have taken the necessary steps to ensure that your packages are delivered according to your specified instructions going forward.
  If there are any further questions or additional assistance you require, please do not hesitate to reach out. Your satisfaction is important to us, and we are here to help in any way we can.
  Thank you for your patience and understanding, and we appreciate your feedback which helps us serve you better.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have lost not only the merchandise but the monies spent. Their was no follow up from Uniuni to refund atleast the max ******* I have reach out numerous times to no avail.  I have enclosed a few receipts.

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

• Initial Complaint

  Date:23/01/2024

  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 never ordered from here.I received an order that is not mine but my information is on the label. I'd like to talk to someone from this company/ business. I never authorized this purchase! How did they get my information?

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out to us regarding the unexpected parcel you received with your information on the label. We understand your concerns about receiving an order that you did not authorize and are here to help address this issue.
  As the last mile delivery service, UniUni handles the delivery based on the information provided on the shipping label. We do not have access to detailed vendor information or the specifics of the transaction that led to the creation of the shipping label. Our role is limited to the information provided by customs and what is on the shipping label.
  In this situation, since we at UniUni do not have contact details for the vendor and cannot access the original ordering information, we recommend that you reach out to the company or business named on the shipping label or any accompanying documentation within the parcel. They should be able to provide more insight into the order and how your information was obtained.
  We apologize for any inconvenience or concern this situation may have caused. If you have any further questions or need additional assistance, please feel free to contact our customer service team. We are committed to ensuring your privacy and security and take matters like this very seriously.
  Thank you for your understanding, and we hope this issue is resolved swiftly and satisfactorily.
  Best regards,
  UniUni

• Initial Complaint

  Date:19/01/2024

  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 January the 12th I receive a notice that my delivery could not be delivered due to wrong address. The same address that this business says delivered my item to many a times. I called in and had spoken to at least five people telling me a hundred different things and being dishonest. My delivery was set to be redelivered on the 14th it is now the 19th They told me it would be delivered today or tomorrow and the delivery is not even showing or tracking. Every time I speak with someone they tell me that they're going to escalate it that a supervisor or manager call none of these things have happened This company is ************ holding other people's property that has been paid for with for no reason. To this day I still have not received my property I have not spoken to a manager and my tracking has not been updated. They sent me an email and asked me to confirm my address and I did so and still have not gotten my property and I have not spoken to a manager. I will be reporting this company to consumer affairs. This company is holding items of customers and customers is no help. My tracking number is ****************. The delivery driver is literally ***** saying that he tried to deliver something to a bad address when that is not so the address that the customer service rep asked me is the same address that I gave them So how is that a bad address they're not attempting to deliver and they put in the system that is a better address it's just **** people. I never ever experienced bad business like this and You can request for the company that you purchase item from not to use this company to deliver to your house. Please send me what I paid for

  

  Business Response

  Date: 03/02/2024

  Good day, 

  First and foremost, I want to extend our sincerest apologies for the frustrations and inconvenience you have experienced with your delivery. It's clear from your message that the situation has been far from ideal, and for that, we are truly sorry.

  I am relieved to inform you that we have been in touch through your customer support ticket and are glad to hear that the issue has been resolved. However, we understand that the journey to this resolution was not smooth and certainly not up to the high standards we strive to uphold.
  

  Regarding the discrepancies in the delivery address and the lack of communication you faced, we are taking your feedback very seriously. We are committed to ensuring this does not happen again and will be reviewing our procedures and training our staff accordingly.
  

  Please rest assured that we are dedicated to providing our customers with the best possible service, and your experience has highlighted areas where we need to improve. If there is anything more we can do to assist you or if you have further feedback, please do not hesitate to reach out. Your satisfaction is our top priority.
  

  Thank you for bringing this to our attention, and once again, we apologize for any stress this situation has caused. We value your business and hope to have the opportunity to serve you better in the future.
  

  Best regards,

  UniUni
  
  

  Customer Answer

  Date: 05/02/2024

  
  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. The problem has been solved  UniUni please do better with your customer service , your method in resolving problems and communication. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:19/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through ******, and it was fulfilled/ shipped by UniUni. I received a text message from UniUni at 12:59 saying my package had been delivered, at the same time I heard a loud bang outside, I went on our patio to check and the delivery driver's SUV was against our garage. I asked him "did you hit our garage?" and he said yes. I told him to hold on and rushed downstairs to get his information, by the time I got outside he was driving away!! I immediately called customer service and was told someone would contact me. I sent an email to follow up on it and received a response back saying because I didn't have external footage they would not be accepting responsibility for the property damage. The next day I received a call from a ******* who said he was sorry for the response from customer service denying the claim, he had spoken with the driver who ADMITTED liability and drove away due to a "language barrier", he assumed I would contact customer service to coordinate repairs. Yet their customer service still denies it, even after the driver admitted it AND I witnessed it! It has been an absolute nightmare trying to get any information from UniUni, they are saying they have no idea who ******* is, they have never heard of him! YET I only spoke with Uni Uni representatives, they would have given my contact information for someone to call me back, aware of the conversation I had with customer service and my complaint. They know who the driver is - it was admitted, but they will not provide ANY further information or details to **** for the property damage so this is being paid out of pocket. **** has requested the delivery driver fill in a report and they are ignoring requests/ saying they don't know who it was. How is that possible if someone called me to say they spoke with him? They refuse to provide the necessary details for my property claim. They can easily identify who dropped off my package, or the driver who sent the text message for the delivery

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out and sharing your concerns regarding the incident involving the delivery of your order. We truly apologize for the distress and inconvenience caused by this situation.
  Upon reviewing your message, we have located your customer support ticket and want to assure you that we are actively looking into the matter. However, our warehouse staff, crucial to resolving this issue, are not available until Monday. We will be following up on your ticket first thing on Monday to ensure that your case is addressed promptly and thoroughly.
  We understand the frustration caused by the conflicting information and the challenges you have faced in getting a resolution. It's concerning to hear about the experience you had with the delivery driver and the subsequent customer service interactions. Please know that we take incidents like this very seriously, and we are committed to investigating this fully to understand what happened and why there was a discrepancy in the responses you received.
  We appreciate your patience and understanding in this matter. Rest assured, we are committed to resolving this issue to your satisfaction and ensuring such incidents are prevented in the future. If you have any additional information or concerns, please don't hesitate to add them to your support ticket, and we will address them as part of our investigation.
  Thank you for bringing this issue to our attention, and once again, we apologize for the inconvenience and stress this has caused. We value your business and are dedicated to ensuring a positive resolution.
  Best regards,
  
  
  

• Initial Complaint

  Date:19/01/2024

  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.

  Any time a package is scheduled to be delivered by Uniuni, despite working at home and being available all day, no attempt to deliver is made, but the tracking always states that an attempt was made but failed. I have tried submitting tickets via their website, but I am always sent the same copy and pasted response that doesn't answer my questions. I have tried calling, but their support system only says "you are calling from a private number, and the callback service is not available." at which point there is only dead air, and no support. I also do not have a private number. I have tried calling my local depot, but they do not answer their phones.

  Customer Answer

  Date: 19/01/2024

  My name is *****************************, my address is ***************************************************  My phone number is **********.  I am filing a complaint against uniuni at ***************************************************************, however they do not have an entry on bbb, so I picked the closest location.  Uniuni does not deliver, and only puts these fake 'attempts' on tracking to show they're meeting their SLAs with the company they are contracted by.  I have no choice not to use uniuni (aliexpress does not give an option), so whenever I am forced to deal with them it is always delayed an extra week or two due to their underhanded tactics.
  

   

  Any time a package is scheduled to be delivered by Uniuni, despite
  working at home and being available all day, no attempt to deliver is
  made, but the tracking always states that an attempt was made but
  failed. I have tried submitting tickets via their website, but I am
  always sent the same copy and pasted response that doesn't answer my
  questions. I have tried calling, but their support system only says
  "you are calling from a private number, and the callback service is not
  available." at which point there is only dead air, and no support. I
  also do not have a private number. I have tried calling my local depot,
  but they do not answer their phones.

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out to us with your concerns. We have located your customer support ticket and can confirm that your parcel has been successfully delivered. We sincerely apologize for any inconvenience you experienced during the delivery process.
  Regarding the initial delivery attempt, we regret to inform you that the specific reason for the unsuccessful delivery was not updated in the tracking information by the driver. This lack of detail is certainly not in line with our standard operating procedures, and we are addressing this internally to ensure better communication in the future.
  However, through our investigation, we were able to verify via GPS tracking that the driver was indeed only about 10 meters from your delivery address when the failed delivery notification was issued for your parcel. This information is critical for us to understand the situation better and take corrective measures.
  We truly apologize for any confusion and inconvenience this may have caused. We are continuously working to improve our delivery processes and appreciate your feedback as it helps us enhance our service quality.
  If there are any further questions or additional assistance you require, please do not hesitate to reach out. Your satisfaction is important to us, and we are here to help.
  Thank you for your patience and understanding in this matter, and we hope to serve you better in the future.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There was no response to the lack of support available on your site, and if the delivery driver was 10 meters from my location, how come they did not attempt to call or ring my buzzer?  Not only that, it happened twice.  This is a common occurrence with Uniuni, and despite a year of deliveries, no changes have been made, and service is just as awful now as it was a year ago.  Please look at the ****** reviews for this location, and you'll see the trend.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered products from ****. They sent out my order using Uni Uni. The driver delivered the packages to my home at 11:43pm in the middle of the night on my porch. Subsequently, some low life stole my package at 12:37am. I am very disturb about this. Why is uni uni making deliveries after 11pm? This is just bad business and stupidity. They should be sanctioned for this.

  

  Business Response

  Date: 15/01/2024

  Hello,
  We were taken aback to learn that your parcel was delivered at such a late hour by one of our drivers.
  To address this, our Customer Support team has made contact with you to confirm your tracking number and to provide a suitable solution for your concern. We sincerely apologize for any inconvenience this may have caused you.
  Thank you,
  UniUni
  
  
  
  

• Initial Complaint

  Date:12/01/2024

  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 package failed to deliver once. I called this morning for when it was supposed to be redelivered and was told that it would be today by 6pm. Its now 8:30PM central time and I still have no package and no tracking updates. The call center is closed and I cannot send an inquiry through the website form because the send button does not work and neither does the chat bubble. The man I spoke to this morning assured me the only way it wouldnt be delivered was because of detrimental weather.Tracking: ****************

  

  Business Response

  Date: 03/02/2024

  Good day,

  Thank you for reaching out to us with your concerns. We sincerely apologize for any inconvenience caused by the delay in the delivery of your package and the difficulties you experienced in getting timely updates.
  We have looked into your case and can confirm that your parcel was successfully delivered on January 11th, ****. While we are relieved to know that you have received your package, we understand that it did not arrive at the expected time as communicated by our customer service agent. We apologize for this discrepancy and any confusion or frustration it may have caused.
  We strive to provide accurate and reliable delivery estimates, and it's clear that in this instance, we fell short of our own standards. Please know that we are continually working to improve our communication and delivery processes to ensure a better experience for our customers.
  Regarding the issues with our website and customer support tools, we appreciate you bringing this to our attention. We are actively working to resolve these technical issues to ensure that our customers have a smooth and efficient means of communication with us.
  Your feedback is invaluable in helping us improve our service. If there is anything else we can assist you with, or if you have further feedback or concerns, please do not hesitate to reach out to our customer support team.
  Thank you for your patience and understanding, and we apologize once again for any inconvenience this may have caused.
  Best regards,

  UniUni

• Initial Complaint

  Date:11/01/2024

  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.

  A package delivered by Uniuni was damaged when I received it. The outside packaging was ripped, and an item inside the package is missing. The delivery was left at my mailroom, so I did not see the driver. I have tried to call the UniUni customer support and no one ever answers the phone The support form on their website doesn't work, the Send button on the form doesn't do anything. Their is also something that looks like a live chat button on the website, but this also doesn't work. Not being able to get customer support for an issue with a service UniUni provided is not good.

  

  Business Response

  Date: 19/01/2024

  Good day, 

  We are sorry to hear of the experience you have had with UniUni. 

  Our Customer Service Manager will be in contact with you via email to verify your tracking number and offer additional assistance on your query. 

  Thank you,

  UniUni