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:28/11/2023

  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.

  Uniuni consistently does not deliver the packages sent to my **********, ** address. Any other package delivery service including *********** and *** gets my packages there. I have now lost 3 packages in the past ~8 weeks being shipping with uniuni by ********. Why is uniuni even in business if they are unable to deliver their core service? I suspect they contract with random privateers who an unequipped, unmotivated, untrained and generally incompetent.

  

  Business Response

  Date: 05/12/2023

  Hello,
  We appreciate you sharing your concerns with us.
  Our team has effectively located your Customer Support ticket, and our Customer Support team has already responded to your open ticket. Their intention is to gather additional information to facilitate the delivery of your parcel to you. We deeply regret any frustrations this situation may have caused.
  
  Best regards,UniUni

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I provided the additional information requested and received another note that a second attempted delivery had failed today. Today, I also received a package with items ordered from the same seller, ****. It had been ordered after this missing package shipped with Uniuni. However, it was delivered with **** with zero problesm. Your shipping service does not work.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 18/12/2023

  Good day,
  We sincerely apologize for the experience you've had with UniUni.
  Your parcel details have been promptly forwarded to our Operations Team for a comprehensive investigation into the issues surrounding this shipment. We have confirmed that your parcel was returned to the vendor's warehouse on December 17th, 2023. We kindly request that you allow 7 business days for processing, after which we recommend following up with your vendor to inquire about the possibility of a replacement or refund from their end. We deeply regret any inconveniences this situation has caused.
  Thank you for your understanding,
  UniUni

• Initial Complaint

  Date:28/11/2023

  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.

  I called to request to have my package rerouted as the initials delivery failed due to UniUni not being able to route packages to PO Boxes. The customer service agent I spoke with advised that the order was updated and that I would receive a confirmation email of the change (never did). The package was shipped out again for delivery and failed again because it was not able to be delivered. The customer service phone number DOES NOT work. Once you get close to 2 or 3 in the call queue your call is automatically disconnected. I have called roughly 12 times and have been disconnected each time. I have also submitted two tickets for assistance but have not heard anything back. I requested a call back but the agent let it ring once then left me a voicemail. I just want my package and for the customer service department to actually answer and assist with this issue. This would have been avoided if the agent had simply updated the address as requested when I was actually able to get in touch with someone.

  

  Business Response

  Date: 06/12/2023

  Good day, 

  We appreciate you sharing your concerns.

  Our team was successful at locating your Customer Support ticket, which has been recently responded too confirming your second delivery.

  Please accept our apologies for any frustrations we have caused.

  Thank you,

  UniUni

• Initial Complaint

  Date:27/11/2023

  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.

  This is the worst company in ******.Even after confirming the proper address and phone twice by phone and once by email, they still cannot deliver my parcel! ****************

  

  Business Response

  Date: 06/12/2023

  Good day,

  Thank you for sharing your concerns.

  Our team was successful at locating your Customer Support ticket and have confirmed that your parcel was delivered on December 2nd. Have you received it? 

  Thank you,

  UniUni

  Customer Answer

  Date: 06/12/2023

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

  No thanks to you!  I've received ZERO customer service!  I had to continually send messages and reschedule deliveries until they found a person competent enough to use a cell phone.  It was delivered thanks to MY efforts, not yours.  You are still one of the worst companies in ******.  You should be ashamed.
  
  *********************

• Initial Complaint

  Date:27/11/2023

  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.

  I ordered a package from a seller online for my partners birthday over a month and a half in advance. Uni uni received the package on October 23rd and has failed to deliver it. The tracking number is ****************. My mailing address is a PO Box at a *** store. On October 29th, Uni Uni tried to deliver the package at 7:30pm after the store had closed and called me. I said I could meet them at the store in 20 minutes to retrieve the package, and they said they couldnt wait and would retry tomorrow. I asked if it was possible to deliver during business hours and they said they would. Days went by and I didnt hear anything, so I submitted a help form online and never heard anything back (even though I received a confirmation saying I would get a guaranteed response in 1-3 days.I never heard back until November 18th when they tried to deliver the package at 11:30pm, and said the address I provided was wrong. On Tuesday, November 21, I called the help line. I was told they could deliver my package during business hours and would do so on the 22nd, 23rd, or 24th (given the holiday). It is now the 25th, and I have heard nothing from UniUni and there is no updated package tracking available. The birthday I purchased this item from is this upcoming week. UniUni has held my package for over a month, ignored my message, and given misinformation about when it would be delivered. If I dont have the package by Wednesday, Ill be unable to gift it at all and would want an apology and a refund. Im very frustrated and just want my package, even if I have to drive somewhere to retrieve it.

  Customer Answer

  Date: 13/12/2023

  I do not want a refund from the company. I just want to have my items delivered.

  

  Business Response

  Date: 18/12/2023

  Good day, 

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

  Our **************** Manager will be in contact with you via email to offer direct assistance to ensure that you receive your parcel promptly. Please accept our apologies for the delay in getting your parcel to you. 

  Thank you,

  UniUni

• Initial Complaint

  Date:24/11/2023

  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 package has been in the UNIUNI warehouse for three months, and they still haven't been able to deliver it to my home. Now, the customer service is no longer responding to my emails, and when I call, they just ask me to patiently wait. What's more alarming is that their agent said that if I want to receive my package, I must pay an additional fee, or there's a risk my package will be destroyed. This is a complete threat. I will not compromise. Everything I mentioned above is true. I have chat records with their customer service and agent as evidence.The tracking numeber is: ****************** and **************** They belong to one package. The customer service changed my package tracking number once, and I don't know why.

  

  Business Response

  Date: 19/12/2023

  Dear *****,
  We would like to extend our apologies for the experience you've had with UniUni.
  Upon reviewing your Customer Support ticket, we have taken note of your concerns. We have escalated your complaint to our **************** Manager, who will be in touch with you shortly to provide a resolution. We are truly sorry for any inconvenience you've experienced during your interactions with our team, and we are committed to reaching a satisfactory resolution for you.
  Thank you for bringing this matter to our attention.
  Sincerely,UniUni

• Initial Complaint

  Date:23/11/2023

  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.

  Ordered a package, uniuni is supposed to deliver. I was home all day, they claim they tried to deliver however they did not and I have the doorbell camera to prove it. Their customer service number doesn't work so I filed a complaint on line. It's been over a week and they haven't reached out. Clearly a **** company.

  

  Business Response

  Date: 02/01/2024

  Good day,
  We genuinely apologize for the inconvenience you've faced regarding your parcel.
  Upon reviewing your customer service ticket, we have confirmed that our customer support agent verified your address and contact information and subsequently requested the warehouse to reschedule your second delivery. Unfortunately, this rescheduling did not take place as intended.
  We have promptly contacted our warehouse team to confirm the possibility of rebooking the delivery. Rest assured, we will keep you updated via your customer support ticket with any developments.
  Thank you for your patience and understanding.
  Best regards, UniUni

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I want a call from someone to actual discuss getting this delivered, I absolutely do not trust that you will deliver the package. 

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 15/01/2024

  Hello,
  We regret to inform you that we were unable to schedule your second delivery.
  Please note that our team has addressed this issue in your customer service ticket and proposed a solution. We kindly ask you to check your email inbox and respond to our ticket at your earliest convenience.
  Thank you,
  UniUni
  
  
  
  

• Initial Complaint

  Date:21/11/2023

  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.

  Package has been stuck with Uni Uni for several days now after passing customs. **************** agents are continuously telling me that they have yet to receive the package when the tracking from the seller clearly indicate it has arrived and passed customs. I have requested to speak with Uni Uni manager several times (3x), and the agent said that the manager would give me a call back in a few minutes to address my concern but never did. They have my package and are simply not telling the truth of what is happening. They are either understaffed, or there is not enough orders to fill their trucks and therefore, withholding our packages for an extended period of time more than necessary. They can get away with it because their tracking never updates! So it looks like it's not even delivered yet but when you use global tracking sites, the tracking clearly says its custom cleared!

  

  Business Response

  Date: 21/11/2023

  Good day,

  Thank you for reaching out to UniUni.
  It appears that there may be a technical issue that we are currently investigating. We cannot be certain whether the issue lies with the vendor or UniUni. However, I want to assure you that the information provided is accurate based on what my team and I can see with your tracking number. Your tracking number is currently in the state of "Order_Received," which indicates that UniUni has received your shipping details, but your physical parcel has not yet been received. I have already contacted my IT team to confirm whether the status is correct or potentially inaccurate. I will follow up tomorrow once I have received a response. In the meantime, I recommend reaching out to your vendor for clarification, as their notification system may not align with ours.
  Thank you for your understanding and patience.
  Sincerely,
  UniUni

• Initial Complaint

  Date:20/11/2023

  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.

  I received a text message from UniUni November 18,2023 mid afternoon saying hello from UniUni your package was delivered. Please check your front door or your mailbox room. First, I have never heard of them but went upstairs and there was nothing. I didnt know if it was a scam or not so looked into it and found it by my tracking number on the text message. Really bad courier service. Why would they say check a couple of places. Do they not know where they put it. I looked into reviews and not one positive. I phoned and they were not helpful. I am having health issues and dont need additional stress. They have caused me major anxiety and I am preparing for procedures. This company needs to be accountable for their actions and/or shut down completely. People put trust in courier services and now I have no idea what happened to my parcel. I have a picture of it using the tracking number. Im so frustrated and after reading all the reviews cannot believe they are actually still in business

  

  Business Response

  Date: 21/11/2023

  Good day,
  We appreciate your providing clear details about your concerns.
  We have identified your **************** ticket, and our team has been diligently responding to your inquiries within the expected timeframe of ***** hours to address your concerns. Based on our findings, it appears that your parcel was delivered to the lobby/mailroom of your building, and the proof of delivery photos match the ones you had submitted through your ticket. Your parcel experienced a very efficient turnaround and was promptly delivered shortly after UniUni received it. To provide a timeline: we received your order details on November 13th, the parcel arrived and cleared customs on November 17th, and the parcel was assigned and delivered by the driver on November 18th. We do not observe any other activity on your tracking number that would indicate any issues. Since your parcel did not come with specific delivery instructions requesting the driver to bring it to your door, UniUni considers this delivery successful.
  If you would like to discuss this matter further, our **************** Manager has been instructed to respond to your ticket and offer additional assistance.
  Thank you for choosing UniUni.
  Sincerely,UniUni
  

  Customer Answer

  Date: 22/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: **** *** ****** *** ****** They keep charging their story. First they say it was rejected, then they say it was delivered to the correct address and the picture is not my front entrance and then they say its been returned to the warehouse. Which is it. I always received a call from a storage company yesterday as someone is using my number. I feel violated and my privacy taken along with my parcels. Nobody has ever stolen in our building. Its a community and close knit. ** *** ******** **** **** *** * ******** *******. I am getting legal advice after my surgery next week 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/12/2023

  Hello,
  We regret to learn that the resolution provided to you did not align with your expectations.
  Upon thorough review, our team confirmed that a refund had been extended and accepted.
  At this point, UniUni considers this case closed, and we hope for your swift recovery.
  
  Best regards,UniUni

   

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this they are totally manipulating me. They dont get back to you in a timely fashion and how can you accept a an email transfer without a password. I responded to them stating I needed a password and they never responded. All they have done is give me one lie after the next. This is by no means over. You cant treat people like this 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 18/12/2023

  Dear *******,

  We apologize that your inquiry was not addressed.

  Our team was successful at locating your customer support ticket and a response was sent to you December 17th, 2023. It appears your emails were going to our spam folder and this error has since been corrected and a follow up was sent to **************** to have your refund reissued in the event it timed out. Please accept our apologies for any frustrations. 

  Warm regards,

  UniUni

  Customer Answer

  Date: 21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: they told me it was in a spam folder. They then sent me an email saying my refund had once again been approved and gave me a password if I wasnt set up for auto deposit and confirmed it would be sent Wednesday and it wasnt. Its exhausting dealing with them as they continue to tell me one thing and do another 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:17/11/2023

  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 the package was supposed to be delivered on 9/17/23 Absolutely horrible shipping service. They never delivered my package. Over the course of 2 months I have called 8 times to schedule a delivery. Every time I call customer service they either put me on hold and hang up or they say they will elevate my case and a manager will contact me, but it never happens. They are unable to answer basic questions, will I get a refund on my package? Is my package in their warehouse? Is my package lost? Can I pick up the package myself? They can't even answer any of those questions. Before buying a product I would recommend checking to see if that seller uses UNIUNI. If they do then I would avoid buying from that seller. This is not how a professional business should operate.

  

  Business Response

  Date: 21/11/2023

  Hello,
  We appreciate your contact with UniUni.
  Our Customer Support Manager will contact you via email to verify your tracking number and provide assistance with your inquiry. We apologize for any dissatisfaction you may have experienced with the responses you received, and we will thoroughly investigate each interaction you had with our Support Team to address any issues that may require correction.
  Thank you, UniUni

  Customer Answer

  Date: 24/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Package was not delivered and no reason was given as to why even after 8 calls with customer service over the course of 2 months.

  

  Business Response

  Date: 05/12/2023

  Hello,
  Thank you for your follow-up.
  To provide you with a more detailed understanding of our process, it appears that a delivery attempt was made by the driver in September, and your parcel had been held at our warehouse since September 18th, 2023. However, you reached out to our team on October 24th, 2023. According to our policy, which is also outlined in our FAQs on our website, we retain parcels within our facilities for a maximum period of 30 days before they are returned to the vendor. We genuinely apologize for any inconvenience this may have caused.
  
  Best regards, UniUni

  Customer Answer

  Date: 07/12/2023

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

  Package never delivered, that is your responsibility.  Not only did I reach out on October 24 but you left out the other times i called before October 24.  Such as September 29, October 10, and October 16.  I'd be much more satisfied if you just admit that your service is not up to professional standards and not to put the blame on anyone else.
  

  

  Business Response

  Date: 18/12/2023

  Good evening,
  We appreciate your follow-up regarding your concerns.
  It has come to our attention that our Customer Service Manager reached out to you via email on November 21, 2023. Unfortunately, we did not receive a response to that email. In the communication, we had conveyed our commitment to conducting a thorough investigation into the matters you raised. We are pleased to inform you that this investigation has now been completed. If you wish to learn about the outcomes of this investigation, we kindly request you to respond to the email that was sent to you. Once again, we extend our apologies for the experience you encountered with UniUni. Please rest assured that we are diligently working on enhancing our services every day.
  Thank you for your understanding,
  UniUni

  Customer Answer

  Date: 19/12/2023

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

  No where in the email did it say that I needed to respond.  All the email said was that you were to conduct an investigation and contact me.  You claim that you returned the package back to the seller but no tracking was provided and the seller hasn't notified me of receiving the parcel.  As a matter of fact the seller listed the parcel as lost on their website.  Please don't claim to resolve issues by lying. I would be more than happy and accept your statements if you would just come clean and say UNIUNI lost the package.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:16/11/2023

  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.

  Uniuni received this order (tracking number: ******************) on august 25th. And as it was my first time dealing with them I did not know what to expect. However when nearly a month passed with no update I called to ask what was happening. They insisted to me that they never received it and to ask the shipping company who sent it originally before handing it off to them. This was despite my tracking showing it was handed off to them. In the end, they declare my package lost and that I can do nothing about it. Now on October 26th my package shows ** in ******* **, I live in *******. I contact them again and they have no idea how this happened but they will get my package to me. It is November 14th and I have been calling them every 3-4 days for updates, they tell me my package will show ** in 48h, nothing, 1-3 days, nothing. They assure me it's in the warehouse! And yet today suddenly it's lost again. How do you lose a package in your warehouse? This is ridiculous and unprofessional behaviour. You have a responsibility to deliver my package to me when it has never left your hands.

  

  Business Response

  Date: 21/11/2023

  Good day,
  Thank you for getting in touch with UniUni.
  It appears that your parcel is currently lost in transit, likely occurring between the Customs pick-up bay and our UniUni sorting facility. It is presently marked for a track and trace procedure and will be officially declared as missing in a few days. We understand how frustrating it can be as a customer when a parcel goes missing during transit. Typically, we prefer to wait two weeks from the expected delivery date before labeling a tracking number as missing. However, in this instance and considering your interactions with our Support Team, we regret that a step was missed in promptly marking this parcel as missing. Please accept our sincerest apologies for any inconvenience this may have caused.
  We have instructed our **************** Manager to reach out to you through your open **************** ticket to provide additional assistance.
  Thank you,UniUni