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:11/12/2023

  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.

  First time having a seller use Uni Uni as a shipment service (tracking ending in ****). Initial skepticism was fully justified, as parcel has been lost for over a week now. Seller is requesting copious amounts of documentation from Uni Uni to receive a refund, for which Uni Uni is refusing to provide unless I wait two weeks unnecessarily. Very suspect that the first time dealing with this company ends in this manner.

  

  Business Response

  Date: 18/12/2023

  Good day,
  We are genuinely sorry to hear about the experience you've had with UniUni.
  The procedure you've described is indeed correct in the event of a lost parcel during transit. Most of the time, when parcels go missing, our dedicated team has a strong track record of successfully locating them along the way. The two-week grace ****** you mentioned allows our warehouse staff to employ all available resources to locate any missing parcels. Our **************** Manager will be in touch with you via email to verify your tracking number and provide additional assistance in resolving this matter.
  Thank you for reaching out to us,
  UniUni

• Initial Complaint

  Date:08/12/2023

  Type:Customer Service 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 received a package delivery by this company on November 27, 2023. It came from **** and the only thing I had was the US tracking which was ****************. The only information that I saw with the tracking number at the time was Nov 27, 2023 7:23am Received in destination province. I came home as I was out shopping and received a buzz from the intercom. It was the delivery driver for this company. Then I emailed the company and asked why I hadn't received any information at all about the delivery. This is what I sent "* ***** **** ** **** *** * *** *** ******* *** **** ** ************ ******* ** **** ** ******* ***** ** *** *** ******** ****** ******* * ******* ** **** ** ** **** **** ** **** ****** *** ******* ** ******** ********* ** ******** **** **** **** ** ******* ** ** **** ****** *** ** ***** ******* ****!" This is what I received "** ***** ***** *** *** ********** ******* ** **** ********* **** **** ****** *** **** ********** *** ******** *** **** ** *********** ********* ** ******** ******* *** ****** **** ********** *** ******* **** ** ******** **** ****** ********* ******** ****** **** **** ** ***** ** **** ****** ** *** **** ** *** **** ** ****** **** **** ** **** *** ******* ********* ** ********* ***** **** ******" Then I sent this "Y** **** *** ******** ** ******** ** **** * *** **** ******* ***** ****** *** *** ***** *** ******* * **** *** **** ***** **** ****** ********* *** ** ****** ** ** ******** *** ** * ***** *** *** *** **** **** * ********* **** *** ****** ******** ******* ****" As you see this is why am filing my complaint as I still did not get my answer to the simple question of "*** ****** * ******* *** ****** ** *** ******** ** ****"

  

  Business Response

  Date: 18/12/2023

  Good day ****,

  Thank you for offering a clear and comprehensive explanation.

  On the day of your delivery, our driver did make a phone call to you which was the alert to your delivery that day, and the proof of delivery photo's indicates a successful handoff to you in person. We sincerely apologize for any frustration caused by the initial response from our agent. We have sent you pictures via your customer support ticket to support the phone call made to you and the phone number and email address we had on file.

  If you have any further questions or concerns, please let us know.

  Thank you,

  UniUni

  Customer Answer

  Date: 19/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: If your driver had tried to contact me he would've reached me. There is nothing in my call display that has any indication that someone trying to contact me. I am a ******** ****** and I'm at home 90% of the time and I was that day to. So now it is still up to you to find out why I did not receive any notification whatsoever about my delivery by phone or email.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/12/2023

  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.

  After a failed delivery attempt , i contacted uni by submitting a ticket online , and replying to an email about the failed attempt ******************. Uni sites says another attempt will be made within 24 hours , that was several days ago , no one has responded to my ticket or email . My parcels are christmas presents and i would like them ASAP

  

  Business Response

  Date: 18/12/2023

  Hello ******,
  We appreciate your prompt provision of your tracking number, allowing us to verify your information.
  Our team has successfully located your customer support ticket. It appears that you submitted an inquiry on December 5, 2023, and your parcel was delivered on December 6, 2023. Upon review, we noticed that an agent had closed the ticket after noting the successful delivery, without sending you a proof of delivery response. This presents a valuable learning opportunity for our **************** team. Could you kindly confirm whether you have indeed received your parcel?
  We sincerely apologize for the oversight in not responding to your initial inquiry promptly.
  Thank you for your understanding.
  Warm regards,UniUni

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:05/12/2023

  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.

  So far the company has not delivered a package that is two weeks late. the customer service is unreachable and **************** when you do get them on the phone. does not follow up and has delayed my package multiple times with no reason.

  Customer Answer

  Date: 05/12/2023

  Please note the shipping info i received from the shipping company UniUni is ****************. i have had only very little contact with them since and they still have not delivered the package. they say now it is going to be up to 48 hours more. this is the same information i received over a week ago with no resolution. 

  

  Business Response

  Date: 18/12/2023

  Good day,
  We regret to learn of the frustrations you've encountered while attempting to locate your parcel.
  Our team has successfully located your customer support ticket, and it has come to our attention that your ticket was inadvertently closed during the escalation process, resulting in a failure to book your parcel properly. We sincerely apologize for this oversight. Our **************** Manager will be in touch with you shortly to provide a resolution to your inquiry.
  Thank you for your patience and understanding,
  UniUni

  Customer Answer

  Date: 19/12/2023

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

  While I don't fully accept the response as the customer service was terrible and consistently lied to/mislead me about the status of my package. First it was to be delivered the next business day, then it was 5-7 days, then it was 3 days, then it was 5-7 days and now it's lost. The package exists and needs to be completed, the lack of communication and authentic resposnses has led me to believe this companies customer sevice is not acceptable.

  For a delivery company trusted to ensure safe delivery of a package as reasonably consistant as all other delivery companies, this company has fallen short of that metric. Delivery drivers have obviously not followed even the values that the company espouses on their own website of care for delivery. The error in delivery was also lied about on the website tracking info. It said it was not delivered because of a po box which is not listed on my address to begin with.

  They have offered a refund, which has not been processed as of yet. Until the resolution of my refund is completed and the status of my package is determined. I will not accept any response other than stated above. 

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

• Initial Complaint

  Date:05/12/2023

  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 reached out to this business approximately 15 times in 2 weeks, bit am not being given a resolution. The business marked that they attempted to deliver my package, which they did not. When I called, they said a new delivery would be attempted in 24 hours. It is 2 weeks later. There has been no attempted redelivery and Support has refused to redeliver or start a ticket. When I attempted to call today, it seems as though the number was disconnected. The seller also attempted to contact them and they hung up.

  Customer Answer

  Date: 05/12/2023

  *****************

   

  I would just like my package delivered

  

  Business Response

  Date: 18/12/2023

  Good day,
  We extend our sincere apologies for any inconvenience we may have caused.
  Our team has successfully located your customer support ticket and has verified that your parcel was dispatched for delivery on November 28th, 2023. An update indicated a failed delivery attempt on the same day. Subsequently, an agent successfully rescheduled your delivery on December 5th, 2023, with the parcel ultimately delivered on December 6th. Could you please confirm whether you have indeed received your parcel?
  Thank you for your patience and understanding.
  UniUni

• Initial Complaint

  Date:04/12/2023

  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.

  The tracking states they attempted delivery but no one came and I received no notifications. Then then tracking says it was returned to a warehouse that doesnt even exist!!!! The customer service phone number is no longer in service!!!!!

  

  Business Response

  Date: 18/12/2023

  Good day *******,

  We are sorry to hear of your experience with UniUni. 

  Our **************** Manager will be in contact with you via email to confirm your tracking number and offer some assistance. Please accept our apologies for any inconveniences. 

  Thank you,

  UniUni

• Initial Complaint

  Date:04/12/2023

  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.

  The tracking email said my package was not delivered because it had the wrong address. But the tracking address they had listed on the email was my correct address.??? When I tried to fill out their online form to inform them that was the correct address & find out what was going on. I couldn't finish the form because the form didnt list my State **.It only list ten ****** in *** which was presected ******. 1 - WA, 1- **********, 1 in **, **************- ********, 1-**. I couldn't fill my State, MD on the form. I called no answer. I search for UniUni on ****** but I only got the two **************** location. Plus those 10 ********** that were listed on their website. ****** only had the **************** locations. There rating was very, very bad. My first order from the company November 22, 2023, I had no issues. It was a different delivery company.

  

  Business Response

  Date: 18/12/2023

  Good day *******,
  We are sorry to hear of the frustrating experience you had with UniUni.
  Our **************** Manager will be reaching out to you via email to confirm your tracking number and offer some additional assistance, as well as update you on our current phone numbers to reach our Customer Support Team. 
  Thank you,
  UniUni

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:01/12/2023

  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 made a purchase through ***** on November 25, 2023, that was was split into three different orders (***************, ***************, and ***************). I was unable to enter a building access code for shipping, but I have purchased through ***** before without any issues in delivery (our property manager will buzz in for packages or worst case I'll receive a text/call when couriers are unable to enter).All 3 orders were being delivered by UniUni. Without a call, text, or attempted contact of any kind, I received an email saying there was a failed delivery attempt. I happened to be home and immediately went outside/looked around, no package or even delivery vehicle anywhere to be found.Again, couriers for ***** have called in the past, and this time, nothing. This was Red Flag #1, but hey, stuff happens. What prompted this complaint was my attempts to contact UniUni to update delivery instructions. Absolutely horrible!! And given the other complaints, this is clearly a trend for this company.I have tried calling the support line several times and have waited in a queue of **** people no less than 6 times to reach Queue Position #2 or #3. Then I hear a robotic voice say, "*** ****** *** *********** ** **** **** **** ***** **** *** ** **** *** **** ** *** *******." The call immediately ends, I never left a number, and they never call after the disconnect.One time I was able to request a callback (the call system options are different sometimes, which makes no sense), the phone rang for >>LESS THAN 1 SECOND<< from the same call center number, then nothing. No voicemail, impossible to answer in time. These are all the signs of essentially a scam courier service in my opinion -- charging ***** for delivery services, then s******* over the consumer. I need these clothes for upcoming trips and cannot wait the 28 days for delivery that other consumers have reported. This company should not be in business.

  

  Business Response

  Date: 05/12/2023

  Hello,
  We appreciate you bringing your concerns to our attention.
  Our team has successfully located your Customer Support ticket, although we regret to inform you that it is currently 2 days overdue based on our initial expectations for follow-up. We sincerely apologize for any delay you have experienced in this regard.
  However, we have taken action to respond to your inquiry, considering you provided one tracking number for the inquiry. To expedite the resolution, we kindly request that you reach out to our team once again. They have some additional questions related to the delivery in question and need confirmation of the other two tracking numbers you mentioned. Please note that the tracking numbers you provided belong to the originating logistics company; UniUni's tracking numbers typically begin with 'UUS.'
  We apologize for any inconvenience this may have caused.
  
  Best regards,UniUni

  Customer Answer

  Date: 07/12/2023

  
  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:01/12/2023

  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.

  ****** LOST OR ****** PACKAGES THIS YEAR! Thousands of dollars lost to UniUni. This company should be investigated and is committing serious crime. Besides my customers always complaining about lost packages with UniUni, I tested this service myself.The package I tested with UniUni said delivery failed, and we can confirm the driver never attempted to deliver anything.We have checked cameras for confirmation that this delivery was not attempted.Now the package went back out for delivery over 72 hours ago, and has not been delivered or updated.Phone support is a joke and feels like a scam call center. Nobody replies to emails either. I spent over 30 minutes in the queue multiple times, just for it to get to my turn and say they are unavailable - automatic hang up. No wonder my very own customers complain about deliveries from this company.They are terrible, and I will be informing my warehouse to ban this delivery service.How is this company legally operating? Anywhere you check you will find customers being ******* by UniUni and left without their packages. This is not normal business, and this company is the worst I have ever seen when it comes to customer service + delivery. I hope someone takes action against this business; customers and brands are suffering.

  

  Business Response

  Date: 05/12/2023

  Hello,
  We appreciate your prompt communication regarding your concerns.
  Our team has successfully identified your Customer Support ticket, and we extend our apologies for the recent oversight. Unfortunately, your ticket was mistakenly closed by one of our learning agents, and we deeply regret any inconvenience this may have caused.
  Our Support Team has already reached out to you via your ticket to verify the delivery status, as we have it recorded as "delivered" and have provided photographic evidence of the Proof of Delivery. In an effort to enhance the satisfaction of your clients and address any issues they may encounter, our Leadership Team is pleased to offer you a direct contact for future deliveries. This dedicated point of contact will ensure that both your customers and your company receive the highest level of attention and care.
  We look forward to the opportunity to better serve you in the future.
  
  Best regards,UniUni

  Customer Answer

  Date: 12/12/2023

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

  Nobody ever responded or reached out following the situation. 

  That information you provided is completely false. 

  The package was delivered 3 days after going out for delivery, with zero update in between. 

  Phone support provided false/deceptive information, and email support - or your "ticket" support - was non existent. 

  I thought maybe my customers were being ****** dramatic when it comes to every-single-delivery by UniUni; but they were entirely correct. 

  Your business has lost me thousands of dollars due to your poor operations. 

  I do not understand how it is possible, maybe it is due to the drivers you hire off the streets. 

  Nonetheless, I will quit complaining and hope to see you guys improve in the future. 

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

• Initial Complaint

  Date:29/11/2023

  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 tracking number is **************** and it says Tracking No. Status **************** Order received. 10:47:33 Order received. 2023-11-15 (UTC) UNI DATA CENTER and its supossed to be arriving by today but my status hasn't updated in 8 days so i want to know why.

  

  Business Response

  Date: 05/12/2023

  Hello,
  We understand that parcel statuses can sometimes be unclear.
  When you see "Order Received," it means that UniUni has received your shipping details from the vendor, but at that point, your package had not yet been registered in our system. During that period, we regret that we were unable to provide specific updates regarding the status of your package. However, we have since verified that your parcel was indeed delivered on November 30th. If, for any reason, you have not received your parcel, please do not hesitate to let us know.
  
  Best regards, UniUni