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:04/10/2023

  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.

  Waiting for delivery from online sales site. Delivery was been stalled since delivery company's online tracking show arrival at airport (no airport actually stated) September 17. Since then (two weeks) **** has been waiting for the package to conduct a customs inspection.In attempts to contact to delivery company through online forms, the forms constantly are reported as failure to create contact ticket.Tracking number for Uniuni package is: ******************

  Customer Answer

  Date: 04/10/2023

  According to tracking provided by seller site Temu, package had arrived at an airport (no details given) September 17 2023.

  while attempting to contact to Uniuni, the contact customer service form from THEIR site claims the ticket can't be opened.  no other reasons. Calling the customer service results in being put on hold for five minutes without any contact with a service agent then they end the call.  its very hard to talk to anyone when there is not an actual person to contact.
  

  

  Business Response

  Date: 10/10/2023

  Dear ****,
  We appreciate you taking the time to review UniUni.
  It appears that your parcel was held in Customs for a period, but we are pleased to inform you that it was released on October 4th. The package is now on its way to ********, and you can expect to see an update within the next ***** hours indicating that it has arrived at the sorting facility in ********. Please note that UniUni does not have access to specific details regarding delays while the parcel was with Customs, and we apologize for any inconvenience this may cause. As a last-mile courier service, our ability to provide updates begins once the parcel arrives at our warehouse.
  Thank you for your understanding.
  Best regards,UniUni

  Customer Answer

  Date: 12/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: if the package was released by customs on October 4 2023 from ******* *******, it should not be taking more than 10 days to travel 300km.  this delivery is taking an esscessive time for a simple operation.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 20/10/2023

  Hello ****,
  We apologize for the delay you've experienced in receiving your parcel.
  Our Customer Support Team will promptly reach out to you through your support ticket to provide an additional resolution for this matter. We sincerely regret any inconveniences this delay may have caused.
  Thank you for your patience and understanding.
  Best regards,UniUni

  Customer Answer

  Date: 20/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Uniuni tracking from their site is showing package has possibly left *******. According to customer service they are saying the package is still in customs. However from last communication receieved from BBB, Uniuni had stated they recieved the package from customs Oct 4, 2023. There is alot of inconsistant information from Uniuni. So far package has been in transit for two weeks. Proper resolution of this matter is to have package delivered in a professional fashion.
  
  *********************

  

  Business Response

  Date: 01/11/2023

  Hello ****,
  We sincerely apologize for the prolonged delay in the status of your parcel since October 4th, 2023.
  At this point, UniUni has decided to classify your parcel as lost. It can be challenging for our *********** agents to predict whether a parcel will progress beyond a certain status after remaining stagnant for several days or weeks, which can lead to confusing information. To expedite the resolution, could you kindly provide us with copies of your order receipts? UniUni will gladly process a reimbursement for your purchase.
  Please accept our sincerest apologies for any inconvenience this has caused.
  Thank you,
  UniUni

  Customer Answer

  Date: 10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Proof of receipt has been sent and no further communication or actions has been received from shipping company.  if a refund is offered, it should be honoured.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 21/11/2023

  Hello ****,
  Greetings and thank you for your follow-up.
  Our Customer Support Team has recently addressed your ticket. We process refunds on a weekly basis and typically dispatch them on Wednesdays or Thursdays. It seems that you are included in this week's list for refunds. Kindly refer to the email sent to you today regarding your refund.
  Best regards,UniUni

  Customer Answer

  Date: 30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Refund has NOT been issued.  Actually following through with the commitment of a refund is required.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/12/2023

  Hello,
  We appreciate you reaching out to us regarding your concerns.
  Our team has effectively located your Customer Support ticket, and it seems that your concerns have been addressed by providing a refund. We have proactively confirmed with **************** that the refund has been processed and delivered to you. If, for any reason, you have not received it, **************** will initiate a resend of the refund via e-transfer within 24 hours.
  We sincerely apologize for any inconveniences you may have experienced.
  
  Best regards,UniUni

  Customer Answer

  Date: 06/12/2023

  
  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.

  The fact that it had taken more than a month to provide a refund is a very poor reflection of service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:28/09/2023

  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 sitting with no updates since September 22. They've had it since September 14. I've sent 3 complaints to the company and nobody has bothered to respond to me. I have complained to Temu and still nothing is being done. I also made a complaint on here 3 days ago that got ignored by all of you.

  

  Business Response

  Date: 28/09/2023

  Hello *****,
  We appreciate your review of UniUni.
  Our team has identified that your customer service ticket was mistakenly closed, resulting in the lack of a response to your inquiry. We sincerely apologize for this oversight.
  We have instructed our team to promptly get in touch with you regarding your issue and provide an update on your parcel.
  Best regards,UniUni

• Initial Complaint

  Date:27/09/2023

  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 am very mad. My order with the tracking number ***************** has not had its shipping information updated in a week!! I contacted Temu, the company who decided to ship it with UniUni and was told to contact UniUni as they are shipping it. I proceeded to call the number on multiple occasions but was left HANGING for 2 hours each time because nobody picked up the call!! As a result I AM VERY MAD because this company is ************* and probably lost my package.

  

  Business Response

  Date: 28/09/2023

  Good day,
  We sincerely apologize for the difficulties you've encountered in reaching our Support Team.
  The tracking number you provided does not seem to match any records within our system. To resolve this issue and provide you with the assistance you need, we will have our Customer Service Manager reach out to you. They will verify the tracking number and ensure that we address your concerns promptly.
  Thank you for bringing this to our attention, and we appreciate your patience.
  Best regards, UniUni

  Customer Answer

  Date: 28/09/2023

  
  Complaint: ********
  
  I am not accepting this response because my problem has still not been resolved. I have contacted the service manager but please know the true tracking number is ******************. I forgot to type the U in, which is why it appeared as invalid. Regardless, my package’s status hasn’t updated in over 9 days. 

• Initial Complaint

  Date:25/09/2023

  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.

  Worst Shipping Company Ever. This company tried to deliver a package to me on 9/15/23. Tracking updated to "***** ************ **** ** *********" after one attempt. Address was correct. Was expecting another attemp the following business day. As of today they have been holding my package for 10 days. Called over 10 times, spoke to several people who were absolutely no help at all. Asked for a Supervisor, there is no Supervisor. Asked for the location where the package is, so I can pick it up, they do not know. Not sure how these business can continue to operate this way,but this is the absolute worst shipping company. Do everything In your power to avoid using this service. The Service, Employees, Supervisors,Management, should be ashamed of themselves!!!

  

  Business Response

  Date: 28/09/2023

  Good day ******,
  We genuinely apologize for the experience you've had with UniUni.
  Your review has been promptly brought to the attention of our Customer Service Manager. She has already reached out to you through your open customer service ticket and is actively working with our management team to provide a resolution.
  Thank you for bringing this to our attention, and we appreciate your patience.
  Sincerely,UniUni

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because, after finally getting an EMail response from a Manager Gloria), I was feeling hopeful, and was expecting a response the same day as promised, and directions on picking up my package. 6 days later,and after multiple emails to her, no reply, no call back, no information regarding the package, and still no package..I live 15 minutes away from the warehouse my package is being held at, and its going on a week 4 without my package. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/10/2023

  Good day,

  We apologize for the delay in our response.
  

  Upon reviewing your customer service ticket, we've noted your replies. Please accept our apologies for any inconvenience caused by the delay. We understand the importance of your inquiry, and we will address your ticket promptly.

  
  Thank you for your patience.
  Best regards,

  UniUni

• Initial Complaint

  Date:21/09/2023

  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 (the company) has not delivered my parcel. Tracking information from the company's website (see screenshot from ********************************************************************) shows it was out for delivery on September 13, 2023. Then on September 14, 2023, the tracking information stated "****** ******** ******** ********* ** *** ********** ********* ********." On September 14, 2023, at 13:53 PDT, the company contacted me via email to notify me that they could not deliver my package and that they would attempt redelivery during the next 48 hours. At present (9/19/2023) 122 hours have elapsed since the alleged delivery attempt and the item has not been delivered with no updates on the status of the parcel.On September 14, 2023, I submitted a ticket through the company's website:**************************************************** to schedule a re-delivery. The company has not confirmed they opened a ticket nor has it contacted me to arrange the delivery.On September 18, 2023, I called the support line at ************** to request information about the parcel and arrange a redelivery. I was told that according to the driver, the address is a commercial building and the package was rejected, which is false. I confirmed that this is a personal address accessible from the street and requested a delivery which they agreed. However, there have not been any updates on the status of the parcel.The package contains a DC power supply purchased at wish.com (*** ********** ****************************************************). I paid $39.70 for the item plus shipping.I am asking the company to deliver the item or refund me for the total of the item.

  Customer Answer

  Date: 21/09/2023

  Thank you for your prompt response.

  I would like the item to be delivered.

  Thank you.

  

  Business Response

  Date: 22/09/2023

  Hello *****,
  We have successfully located your open **************** ticket. It appears that our agents did make attempts to reschedule your delivery. Unfortunately, the parcel is now lost in transit, and our warehouse has initiated a track and trace process to locate it. We will respond to your inquiry with updates on the situation. If, after 5 business days, the parcel cannot be located, we will follow up with additional information regarding your ticket and the next steps.
  We apologize for any inconvenience this has caused.
  Thank you for your understanding.
  Best regards,UniUni

  Customer Answer

  Date: 26/09/2023

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

  The problem has not resolved and the company has not provided proof of any delivery attempts.

  As soon as they provide the next steps, we can mark this as a satisfactory response.

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

  

  Business Response

  Date: 28/09/2023

  Good day,
  We sincerely apologize for the dissatisfaction you've experienced with the responses provided.
  Our team is actively working to locate your parcels, which are currently lost in transit. As soon as we confirm their status as lost, we will reach out to you through your open customer service ticket to provide further assistance.
  We appreciate your understanding and apologize for any inconvenience this situation has caused.
  Thank you for your patience.
  Best regards,UniUni

  Customer Answer

  Date: 28/09/2023

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

  I appreciate the prompt reply, and I think the company seems to be willing to provide a solution. However, the current status update by itself is not yet satisfactory to close the claim. 

  Thank you.

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

  

  Business Response

  Date: 12/10/2023

  Good afternoon,

  Thank you for following up. It appears that your parcel is lost in transit. 

  We will be reaching out to you via your customer support ticket to initiate the resolution process. 

  Have a great day!

  UniUni

  Customer Answer

  Date: 13/10/2023

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

  Thanks for the communication, I will wait ******************************************* with the details.

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

  

  Business Response

  Date: 20/10/2023

  Hello,
  We appreciate your update on your inquiry.
  Our **************** Manager has responded to your thread within your Customer Support ticket. To initiate the resolution process, kindly respond with the requested information.
  Thank you,UniUni

  Customer Answer

  Date: 20/10/2023

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

  The delivery company has sent two separate communications (*********** ************ *** ************) with contradictory instructions. In email 1 the company representative is asking me to settle this with the vendor and providing a letter (********** *********************') that I need to forward to the seller. In the email2 they are requesting my information to process the refund, which was provided immediately.

  Please indicate the next steps unambiguously. 

  In an effort to clarify this dispute, there has been a second incident involving UniUni which consists of a second delivery that was still in transit by the time this dispute was open. The second parcel also was lost by UniUni and a ticket was open on their website but no complaint was filed under Better Business Bureau yet. Please clarify whether the second email refers to **************** or ****************. 

  Since there is a pattern of incidents involving this company, I will initiate the dispute with the seller (wish.com). Once I settle this with the seller, I would like to request *************** advice on what is next in terms of resolution, since the company UniUni has not put effort towards the resolution I stated on the complaint: the delivery of the product.

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

• Initial Complaint

  Date:18/09/2023

  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 have an order from **** that was scheduled for delivery by UniUni. Both companies have my email address and telephone number. On Wednesday, September 13, 2023, I was working (No cellphones allowed at my workplace) I received a text message at 2:46pm stating it was my UniUni delivery driver and to please call him/her or message to arrange delivery. That same day, at 5:24pm I messaged back asking when can he/her deliver. No answer. At 8:04pm (same day), I informed I would be working the following day, and to please deliver the package at the *** store located in McLeod Rd (gave the exact address) at the same city I live in. Again, no answer. Went to **** website and oh surprise! it says driver tried to deliver and was unsuccessful, therefore, my package was in the warehouse (1 hour away from my house) and I had to pick-it-up. I called the 1-800 number for the UniUni company. I specifically asked the lady from the call centre to tell me if I could pick it up on Saturday. She said yes, they open at 11:00am. There I went and guess what? it was closed. I wasted time and gas and no one will pay for that, plus I do not know if I will ever receive my package

  

  Business Response

  Date: 22/09/2023

  Hello *****,
  We sincerely apologize for the inconvenience you experienced when the warehouse was closed during your visit.
  We have already contacted the warehouse to expedite the rescheduling of your parcel for delivery as soon as possible. Additionally, we will reopen your customer service ticket to provide you with timely updates on your parcel's status.
  Thank you for your understanding.
  Best regards, UniUni

  Customer Answer

  Date: 25/09/2023

  
  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:29/08/2023

  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 purchase products through **** & never had an issue. They use shipping vendors **************** ******* etc. Recently my packages are being delivered with UniUni, worst experience ever. I live in an apartment complex, it states the delivery vendor access code near our callbox to give them entry. Yet my packages keep failing to be delivered & returned to their warehouse. I tried contact customer service, waited in a queue of 46 others only to get to #1 and an automated machine stated to please leave a voicemail. My first package they sent back to ****, now my recent package keeps saying out for delivery yet they supposedly attempt to deliver it next day & cant access the building. How do all the other vendors have no issue but UniUni, their workers lack common sense.

  

  Business Response

  Date: 29/08/2023

  Dear *****,
  We greatly appreciate you taking the time to share your recent experience with us.
  Upon investigation, we've confirmed that your parcel was assigned to a driver on August 28, 2023. Our standard practice allows drivers a 48-hour window for delivery. We've noticed that our customer support team has already responded to your inquiry via the ticket system, informing you of the same and updating your delivery instructions accordingly.
  We sincerely apologize for any inconvenience caused by these delays. Your feedback is invaluable, and we have communicated your experience to the Station Manager. This will ensure that the drivers under their supervision pay meticulous attention to delivery details at every stop.
  Thank you once again for bringing this to our attention.
  Best regards,
  UniUni

• Initial Complaint

  Date:28/08/2023

  Type:Service or Repair 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.

  Their delivery driver backed into my car causing damage and left the scene. I have the accident on video, but you cannot see the plate. I have left 3 emails and made multiple calls and have not been contacted.

  

  Business Response

  Date: 29/08/2023

  Dear ***************************,
  We appreciate your communication with UniUni.
  We apologize for any delay in addressing your inquiry. It has come to our attention that the Customer Service Manager has already engaged with Theresa regarding the open customer service ticket.
  We want to assure you that the Station Manager has been promptly informed about the complaint, along with the accompanying video, to take immediate action.
  To receive further updates, we kindly advise you to continue the correspondence within the email thread that Theresa has established with the Customer Service Manager.
  Thank you for your understanding and patience.
  Sincerely,
  UniUni

• Initial Complaint

  Date:24/08/2023

  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.

  Delivery status of my package read delivery failed, incorrect address. I have lived at this address over 20 years never had a delivery issue, not even in a gated community. I have contacted this company multiple times both by phone and email, with no resolution. I have an email explaining the driver had an accident and was returning my package to the warehouse, that was the last communication. I work and do not have the time to call and be put on hold trying to figure out where my already paid for package is. This is ridiculous and disappointing.

  Customer Answer

  Date: 24/08/2023

  Attached is the email thread between myself and ********. I emailed them numerous times about the status of my delivery and all they could advise is to contact the shipping company. 

  

  Business Response

  Date: 29/08/2023

  Dear ***,
  Thank you for bringing to our attention the challenges you faced while awaiting a response regarding your parcel.
  Upon thorough examination of your situation, we have identified an issue that was causing delays in updating inquiries, leading to your customer support ticket being placed in a holding queue. We sincerely apologize for any inconvenience this may have caused.
  Following our communication with the warehouse, we regret to inform you that your parcel is now confirmed as lost. To address this, we are in the process of generating a letter for you, which will be made available within the next 24 hours.
  For further updates, we recommend following up with the Customer Support ticket that has already been responded to by our Customer Service Manager.
  We apologize for any frustration you've experienced and appreciate your understanding.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/09/2023

  
  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,
  
  ****** And *********************

• Initial Complaint

  Date:27/06/2023

  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.

  Delivery driver broke my solar light which is by my driveway while she drove on it. I have camera footage about it. Uniuni tracking number: ******************

  

  Business Response

  Date: 05/08/2023

  Dear ******,
  Thank you for bringing to our attention the damage to your solar light. We sincerely apologize for the driver's lack of care during the delivery at your home.
  We have promptly forwarded your review, along with the pictures of the damage to your property, to our Station Manager for immediate review and follow-up. Additionally, our Customer Service Manager will be in touch with you via email to confirm the cost of the solar light.
  We are committed to resolving this matter promptly and providing a suitable resolution to address the inconvenience caused.
  Thank you for your understanding and patience.
  Sincerely,
  UniUni