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

  
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  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:26/02/2025

  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.

  Company has delivered address to my apt complex on numerous occasions, on Feb 20 2025 they were to deliver pkg from ******** and without trying to contact me via txt or voice sent message saying driver could not reach me for more info. I can't get them to deliver pkg or return to ******** so can get my refund, sent numerous emails trying to resolve but always get the same response which says nothing

  

  Business Response

  Date: 05/03/2025

  Dear ***,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration this situation has caused and understand how important it is to receive your package in a timely manner.
  Our customer service team has been actively working on scheduling a second delivery after confirming the necessary details. 
  Additionally, if you prefer to initiate a return through ****, we recommend contacting their support team to explore any available options while we continue to work on resolving your delivery concern.
  We truly appreciate your patience and would like to assist you further. Please let us know if you need any additional support.
  Best regards,
  UniUni 

  Customer Answer

  Date: 06/03/2025

   
  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:25/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitting this because Uniuni only seems to care when complaints are listed ******* order was supposed to be delivered days ago and I believe based on hundreds of similar scenarios, it will be stolen and marked as lost, or a fake delivery will be created. I need my package ******** fail to deliver my package because the error code said there is no unit number. It is a HOUSE. There is no unit numbers when you live in a house. I called you and logged two tickets to verify address, received no response and nobody picked up. Finally the next day after 2 hours on hold, somebody picked up and assured me address is correct and they will try again tomorrow. They tried again and the same thing occurred, no unit number error. Clearly they are not communicating to anyone, their entire customer service is just incompetent low level positions that put your tracking into the same site and read to you what it says. Seriously? Called back after failed delivery again, was told I can pick up monday and they will let me know address and when it is ready. Of course, I received nothing, and Monday came and nobody reached out. Currently the package is marked as delivering back to warehouse. I called back one final time and was hung up on, and the menu keeps looping. I am not sure if they took an extra step to block my number, or their phone system is as useless as their customer support. I expect ********************** to respond to this claiming falsely that the package is lost or some other meager excuse. Your business is atrocious, shady and you need to come to terms with yourself.

  

  Business Response

  Date: 26/02/2025

  Dear ****,

  We sincerely apologize for the delays and frustration you have experienced with your delivery. We understand how important this package is to you and appreciate you bringing your concerns to our attention.
  After reviewing your case, we can confirm that your parcel experienced a failed delivery attempt on February 26, 2025, at 10:34 AM. While we cannot confirm the exact reason, failed deliveries can occur due to factors such as difficulty finding parking, locating the correct address, or other unexpected challenges.
  Your delivery has been automatically rescheduled and will be reattempted within the next ************************************************************************************** completing the delivery, we encourage you to provide them at this time.
  We regret any inconvenience this has caused and appreciate your patience as we work to complete your delivery as soon as possible. Our team remains actively engaged in your support ticket and will provide updates as needed.
  Best regards,
  UniUni 

• Initial Complaint

  Date:25/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was supposed to be delivered 2/21/2025. UniUni couldn't deliver and claimed my address didn't exist. I have lived in the same home for a decade. I was informed it would be rescheduled in ***** hours. It has now been 4 days or 96 hours without any update or change in status. Every day it is late I am losing money. When I called UniUni they told me I had to wait for it to be rescheduled. If the package isn't delivered today it will be 120 hours of delay with no explanation.

  

  Business Response

  Date: 26/02/2025

  Dear ****,

  We sincerely apologize for the repeated delivery issues and the frustration this has caused. We understand the impact of these delays and appreciate your patience while we work to resolve this matter.
  After reviewing your case, we can confirm that your package experienced failed delivery attempts on February 21, 2025, at 5:53 PM and again on February 26, 2025, at 7:50 AM. We have escalated this to our warehouse team for verification and are currently awaiting further details regarding the issue.
  As soon as we receive an update, we will follow up with you to provide the next steps. We appreciate your patience and assure you that we are actively working to resolve this situation as quickly as possible.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22986865
  
  I am rejecting this response because: There is no resolution.
  
  Sincerely,
  
  **** Ban

  

  Business Response

  Date: 09/03/2025

  Dear Mr. ************* you for your response. We understand and acknowledge your frustration, and we apologize that you feel this matter has not been properly resolved.
  Upon review, our records confirm that your parcel was successfully delivered on February 27, 2025, at 14:30:59 to the following address:
  ***********
  As part of our standard procedure, a Proof of Delivery (POD) photo was captured and is attached for your reference.
  We sincerely regret any confusion or inconvenience this situation may have caused. Should you have any concerns regarding this delivery or require further assistance, please do not hesitate to reach out we are here to help.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:24/02/2025

  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 preordered a product and it shipped about a month ago. Since 1/17 it has been in UniUni hands. I have tried emailing and calling customer service to no avail. They had two failed delivery attempts on 2/16 but I never saw them. The package was sent back to the warehouse where it now says scanned parcel processing delay, five days later. It has been like this for two days. The tracking number is UUS51H0462845647259. I would like the company to deliver the package to my address *************************************************.

  

  Business Response

  Date: 26/02/2025

  Dear ****,

  We sincerely apologize for the delay in receiving your package and understand how frustrating this situation has been.
  After reviewing your support ticket, we can confirm that your parcel has been marked as missing, and our warehouse has already implemented a procedure to locate it. In most cases, parcels are found within 14 days and immediately scheduled for delivery. During this time, our team is actively working to resolve the issue, and we appreciate your patience as we go through this process.
  Additionally, we have noted your updated address (**************************************************), and if the package is located, it will be redirected accordingly.
  Our team remains actively engaged in your support ticket and will provide you with updates as soon as we have more information. Please know that we are treating this matter as a priority and will reach out as soon as there is an update on the status of your package.
  Thank you for your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22982537
  
  I am rejecting this response because:I still do not have the package. Until the package is found and delivered I will not be satisfied with the response.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/03/2025

  Dear Mr. **************** you for your response. We fully understand your frustration and disappointment regarding the handling of this delivery, and we sincerely apologize for the inconvenience this has caused.
  At this stage, we must confirm that your parcel is considered lost. We recognize that this is not the resolution you were hoping for, and we understand that until your package is physically received, you will not consider this matter resolved.
  To move forward, a senior representative from our team will be reaching out to you directly via your support ticket to offer a resolution. We are committed to working with you to bring this matter to a fair and timely conclusion.
  Again, we deeply regret the situation and appreciate your patience as we work toward a resolution.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 10/03/2025

   
  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:24/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through ***** for 7 items and received 1 of the items successfully. The other items I received a notification that my package was "out for delivery" and then suddenly "Delivery Failure Notification" due to a lack of signature, for which I was completely unaware that was needed. This happened twice within 2 days with zero notice that a signature was needed. I have placed over 50 orders with ***** over the past few years which have never needed a signature. After 2 "failed attempts" I'm being told that my packages have been "sent back to the warehouse". I have tried contacting both UniUni (completely unresponsive on every front) as well as *****, whose customer service has me spinning in circles. Ex: They answer a question vaguely saying "Please give us your tracking information", followed by "Please view your information in your Order section on the website" and then after going back and forth, "Please be advised that you are in the European Market. We recommend contacting customer support in the ************* market so they can assist you with your concerns. Thank you." This is unbelievably awful customer service. I would like my items ideally, but would be satisfied if my money was refunded.

  

  Business Response

  Date: 26/02/2025

  Dear *********,

  Thank you for reaching out. We understand your frustration regarding your delivery experience and appreciate the opportunity to clarify the details.
  After reviewing your case, we can confirm that you submitted your support ticket on February 21, 2025, at 9:49 AM, and our team responded on February 24, 2025, at 10:48 PM, confirming your details and successfully booking a second delivery. Your package was then delivered on February 26, 2025, at 9:59 AM to ****************************************************************************************
  We regret any confusion regarding the signature requirement and apologize for any inconvenience caused. If you have any further concerns regarding your order, we recommend reaching out to ***** directly, as they will be able to assist you with any next steps regarding your items.
  We appreciate your patience and thank you for your feedback.
  Best regards,
  UniUni 

• Initial Complaint

  Date:24/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Courier lied, claiming to be unable to deliver my package as I (the recipient) was "not home". However, I live in a building with a 24/7 manned concierge desk, and secure package room. They never attempted redelivery despite their message saying they automatically will, never responded to my ticket opened on their website (despite their email receipt promising to within ***** hours), and cannot be contacted in any way. Due to their false claim, I am unable to resolve my issue with the actual merchant (Aliexpress) as they automatically side with the courier and refuse to refund or intercede. This has caused a significant financial loss on my end.On my end, I have attached images of: 1. The tracking information from Uniuni with the false claim of being unable to deliver my package due to no one being at home 2. An email receipt of a ticket being opened with Uniuni which explicitly promised to respond within ***** hours, which has already passed 3. Aliexpress denying my claim and refusing to refund 4. A screenshot from ******************** (my building's landlord company), showing details for the building I live in (***************************) that includes, as highlighted, 24 hour concierge service.

  

  Business Response

  Date: 26/02/2025

  Dear Shina,

  We sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important this package is to you and regret any delays or miscommunication regarding your delivery.
  After reviewing your case, we can confirm that your package was placed into ****************** status on February 19, 2025, at 7:46 PM due to the drivers message indicating "contact failed and inaccessible." This means the parcel should have been returned to the warehouse to await further instructions from you.
  We have reached out to our warehouse team to verify the location of your parcel and will provide an update via your support ticket as soon as we receive more details. We recognize that our response time did not meet the expected ***** hour window, and we sincerely apologize for this. Your feedback is valuable, and we are addressing this internally to improve our communication and service.
  We appreciate your patience as we work to resolve this matter and will follow up with you as soon as we receive an update.
  Best regards,
  UniUni

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22978749
  
  I am rejecting this response because:
  
  Aside from promising to respond with an update, no concrete action to actually deliver my package was promised. Until I physically receive AND verify my items, uniuni has not done their job. Additionally, they did not inform Aliexpress, thus my funds are still frozen and I am unable to receive a refund instead of the delivery. Finally, even as a courtesy, uniuni did not acknowledge nor apologize for the blatant lie their delivery courier told in claiming the package was undeliverable due to no one being at home.
  
  I reiterate: . Until I physically receive AND verify my items, uniuni has not done their job.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 09/03/2025

  Dear Ms. ************* and foremost, please accept our sincerest apologies for the frustration and inconvenience you have experienced. We acknowledge and understand the severity of your concerns, and we regret that our previous communications did not address them fully or meet your expectations.
  We want to assure you that we are taking your case very seriously. We recognize that until you physically receive and verify your items, our job is not complete. Your point is both valid and fully understood.
  To address your concerns directly:
  Concrete Action Toward Delivery: We are actively working with the warehouse and senior logistics management to trace and locate your parcel, especially since it was not returned to our facility as expected. Our priority is to either deliver your package to you without further delay or to provide a formal confirmation for you to pursue a resolution, including a refund through the appropriate channels.
  Communication with AliExpress: While we understand your frustration and expectation that UniUni should coordinate directly with AliExpress, we must clarify that as the delivery carrier, we are not authorized to intervene directly with AliExpress on transaction or refund matters. Our role is to ensure the physical delivery of the parcel, and any transaction disputes or refund requests must be handled directly between you and the seller or platform. However, we are committed to providing you with any documentation or confirmation needed to support your claim with AliExpress.
  Courier's Misstatement: We also deeply regret and apologize for the incorrect statement made by our delivery courier claiming that you were not home for delivery. We take this matter seriously, and this has been formally reported to our operations leadership for review. Any form of misinformation is unacceptable and will be addressed with the courier involved.
  Please allow us a brief period to finalize the next actionable steps. We are committed to either delivering the parcel to you or ensuring that the necessary documentation is provided to support a refund claim, depending on the outcome of our investigation.
  Again, Ms. **** we deeply regret the way this has been handled so far, and you have our commitment that we will follow through and keep you informed. If you prefer direct contact, please let us know the best way to reach you for timely updates.
  Sincerely,
  UniUni 
  

  Customer Answer

  Date: 10/03/2025

  
  Complaint: 22978749
  
  I am rejecting this response because:
  
  Again, no actual solution has been rendered aside from giving promises of helping with either finding AND delivering the package(which has NOT been done, nor has the package even been located), to provide a refund. Yet again, no concrete action has been taken.
  
  I acknowledge Uniuni said they will help to provide proof to Aliexpress in order to facilitate a refund. But as I have mentioned in my previous message, and as seen in the screenshot of the order detail on Aliexpress I have included, due to the company's inaction and even straight up lie about not being able to deliver due to me "not being at home", Aliexpress has already deemed my "invalid". And furthermore again due to Uniuni's INCREDIBLY, UNPROFESSIONALLY slow responses, my order and refund request are even already frozen on Aliexpress and thus I am unable to directly ask them for a refund for my item. As such, in the situation where my package has been lost and cannot be physically delivered, Uniuni MUST intercede and coordinate with Aliexpress to guarantee my refund, despite statements that they cannot do so, as it is due to THEIR inaction that I can no longer do so myself.
  
  I reiterate my statement that, until I physically receive AND verify my package, OR receive my refund, Uniuni has NOT done their job.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 20/03/2025

  Dear ***** ***,
  Thank you for sharing your concerns. We understand your frustration and would like to clarify our response.
  On Monday, March 10, 2025, at 9:44 AM, our senior agent provided a resolution which included the necessary documentation to present to the vendor for further assistance. As per standard procedure, once a parcel issue confirmation letter is issued, it is the vendors responsibility to proceed with their resolution process, which may include a refund or replacement based on their policies.
  Please note that our role as the delivery service is to provide the vendor with the required documentation for them to address your concerns appropriately. For the next steps, we recommend contacting AliExpress directly to initiate their resolution process.
  If you need us to resend the documentation or have any further questions, please feel free to reach out. We apologize for any inconvenience this may have caused and appreciate your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 21/03/2025

   
  Complaint: 22978749
  
  I am rejecting this response because:
  
  My package has still not be found and/or delivered to me.
  
  Fine, I will attempt to reach out to Aliexpress with regards to the package.
  
  However, given that the lost item is still squarely uniuni's fault, and that I was provided promises from the agent in previous correspondences that they are still attempting to locate the package to thereby deliver it, I will not close this case until this has been achieved by the company. I have only been given excuses, never answers, and so the issue remains unsolved.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:24/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 2/15/25 @ 4:15 pm uni uni driver came to my house but did not deliver my package. My Ring camera alerted me to delivery so I went outside but no package. I quickly review video and see him walking back to his car with my package. I immediately call ******* customer service and ask them to contact driver before he leaves my neighborhood as he is still in his car at my house. Woman on phone assured me he will automatically redeliver my package tommorow, 2/16. I again asked why can't he just deliver it now since he's already here. I went outside again but he drove away. He scanned my package "wrong address" @ 4:21 pm. He sat there for 6 minutes @ the correct address before that scan was made. No update on my package until 2/17 "returned to warehouse". I have called and submitted online support tickets multiple times and have gotten no response. Now phone calls just loop over and over with nobody actually to talk to. It is 2/20 and no other scans on my package. PLEASE deliver my package!

  

  Business Response

  Date: 26/02/2025

  Dear ******,

  We understand your frustration regarding your delivery experience and appreciate you bringing this to our attention.
  After reviewing your case, we can confirm that our Customer Support team has been actively engaged with your support ticket and has successfully rebooked a second delivery for your package. You can expect your parcel to arrive within 6 business days. Tracking updates will be available as your package moves through our network via ******************************.
  We appreciate your patience and look forward to completing your delivery soon. If you have any further questions, please refer to your support ticket for the latest updates.
  Best regards,
  UniUni 
  UniUni 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22966968
  
  I am rejecting this response because: On 2/28, Uni Uni responded to BBB stating that my 2nd delivery from warehouse is scheduled within 6 days.  On the same day, 2/28, Uni Uni sent me an email dierectly stating that the warehouse said I must provide a different delivey address!  I also have an email from them on 2/22, 2 days after my original complaint to BBB was submitted, that my 2nd delivery will be within 10 days.  Today is 3/6.  I received an email response from Uni Uni today starting from scratch.  This treatment is unacceptable.  I have done everything they have asked pertaining to ****** maps and verifying my address is correct.  My Ring video clearly shows Uni Uni driver was at my house with my package.  I don't understand why he did not deliver it.  He could have rang the bell or asked me when I ran outside instead of driving away.  I am simply asking UniUni to PLEASE redeliver my package that I ordered and paid for on 1/31/25.  I truly appreciate your help with this.  Thank you!
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 17/03/2025

  Dear ******,

  Thank you for reaching out and providing detailed information about your experience. We truly understand how frustrating and concerning this situation has been, and we want to start by sincerely apologizing for the inconvenience caused.
  We have reviewed the tracking history and can confirm that the package was scanned as "wrong address" on February 15, 2025, at 4:21 PM, and subsequently returned to the warehouse. We understand from your message that you observed our driver at your address without completing the delivery, and we fully recognize how upsetting this must be.
  Unfortunately, Temu has advised that parcels in storage or returned to the warehouse are not eligible for a second delivery attempt, and as the contracted delivery partner, we must follow the process set by the merchant.
  At this point, we kindly recommend contacting Temu directly for further assistance regarding next steps with your order, including options for reshipment or refund.
  We deeply regret any frustration this situation has caused and appreciate you taking the time to bring it to our attention. Your feedback has been noted internally, and we are reviewing this incident to prevent future occurrences.
  Thank you again for your understanding.
  Best regards,
  UniUni

  Customer Answer

  Date: 24/03/2025

   
  Complaint: 22966968
  
  I am rejecting this response because:  I have wasted countless hours trying to get my package delivered by uniuni.  I cannot believe that is your response.  Since day 1 all my my phone calls and emails I was assured my package that was returned to the "warehouse"  , for no valid reason, would be redelivered.  I was told this over and over again on the phone and emails.  You even told me to contact ****** Maps to adjust the pin of my house which I did and they corrected the pin in 2 days.  No other delivery company has ever had an issue delivering to my house or finding my house.  Even your driver found my house.  GPS is far from perfect.  You should let your drivers know that.  I should have told this while I was on the phone with UniUni while the driver was outside my house in his car.  I would have never let him drive off with my package.  I foolishly believed your representitive on the phone.  She actually promised me it would come out the next day.  Blatant lie!  Where is your supposed "warehouse"  located?  I should be given the option to pick up my package especially after all this run-a-round.  You're saying Temu dictates to UniUni that their packages only get 1 shot at being delivered?  Do your drivers know this?  If yes,  then it behooves you to make sure they know how important it is to complete all Temu deliveries.  It should not be a ****** whether or not I get my package delivered because of what delivery company the vendor chose to pick!  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 02/04/2025

  Dear ******,

  Thank you for your response. We understand that this situation has been frustrating and disappointing, especially given the time and effort youve invested in trying to resolve it.
  We have reviewed your full communication history, including all calls, emails, and ticket submissions, and we acknowledge that the experience you had did not meet your expectationsor our service goals. You were given multiple indications that redelivery would be possible, and we recognize how that has contributed to your frustration, particularly as the delivery was ultimately not completed.
  To clarify:
  Your parcel was initially returned to the warehouse due to a delivery issue related to address accessibility, which prompted our team to recommend updating your location pin with ****** Mapsa step you completed, and we appreciate your effort in doing so.
  Temu changed its redelivery policy in the third week of March, and currently does not permit second delivery bookings once a parcel has been marked undeliverable. As a result, this parcel was returned to the vendor before a redelivery could be scheduled under the new policy.
  We recognize that our customer service team continued to assure you of redelivery without being fully aligned with the updated Temu protocol. That disconnect is being formally reviewed.
  We sincerely apologize that your parcel was not delivered before the policy shift, and we understand how disappointing it is to be left without your item after such effort on your part. While we do not have the ability to override Temus delivery rules, we recommend reaching out directly to ***** customer service to request a replacement or refund, referencing the parcel's return status.
  Regarding your request to pick up the parcel directly: UniUni does not operate public-facing pickup depots, and due to vendor policy and liability, we are unable to release Temu parcels directly to customers from our warehouse facilities.
  We want to be clear that we are taking this seriously. A formal internal investigation is now underway to review where breakdowns occurred between our customer service team, driver communication, and warehouse operations. These situations should not escalate to this level, and your experience will be used as a case study to prevent similar issues moving forward.
  Again, we sincerely apologize that we were not able to fulfill this delivery prior to the policy change, and we appreciate your patience throughout this process.

  Thank you,

  UniUni

• Initial Complaint

  Date:24/02/2025

  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 was advised to use this service by an ****** vendor to return a product. I dropped off the item, properly labeled and packaged, on Dec 31 2024. I've heard nothing from the vendor regarding receipt and my pending refund, so tried tracking the item on Uniuni's website; I still have a copy of the shipping label. It says it doesn't exist, and my attempts to contact Uniuni through their customer service have gone unanswered.Separate,y, how can they have an A+ BBB Rating, when their customer reviews are 1/5? ******************** will loose their reputation if this is how they rank businesses, compared to the rating applied by the actual consumers!

  

  Business Response

  Date: 26/02/2025

  Dear ****,

  Thank you for reaching out. We understand your concerns regarding your return package and sincerely apologize for any confusion.
  To clarify, UniUni is a last-mile carrier, which means our role is solely to deliver packages from a distribution center or local hub to the final recipientyou, the customer. We do not handle outbound shipments, including returns, as those are managed by what is known as a first-mile carrier.
  Heres the key difference between the two:
  First-Mile Carrier (e.g., *********** DHL, or postal services): Handles the initial shipping process, including returns, by picking up packages from customers or vendors and transporting them to distribution centers. If a return is needed, the vendor should provide a return label for one of these carriers.
  Last-Mile Carrier (UniUni): Responsible only for the final leg of the delivery, ensuring that packages reach their destination after being handed off by a first-mile carrier or retailer. We do not pick up, process, or return parcels to vendors.
  If the vendor instructed you to drop off your return at UniUni, this was incorrect. We are not set up as a first-mile carrier, and any return should have been arranged through ***, *****, or another authorized shipping provider.
  If your package was mistakenly left with us, it would have been placed in our storage area. Depending on our contract with the vendor, it will either be:
  Returned to the vendors warehouse after 30 days in storage, or
  Disposed of if no retrieval request is made.
  Because of this, we strongly recommend reaching out to the vendor to clarify the return process. They can then contact UniUni directly to verify if we received the package and how it has been handled.
  We sincerely apologize for any inconvenience and appreciate your understanding. Please let us know if there is anything else we can assist with.
  Best regards,
  UniUni

• Initial Complaint

  Date:24/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni this courier company is responsible for delivering my package which ships from outside ******. The status of the package was updated as Out for delivery on Feb 20th 7:00am, during Feb 20th to Feb 22th, I called Uniuni multiple times to ensure that the package is in normal operation and I am told the package would be delivered by the end of the day every time. Sunday morning the package updated as processing delay, an investigation started. The representative mentioned the package is missing right after *** confirmed they still have the package on Saturday night when contact them through phone channels. A few tickets created and submitted online does not get any response regarding this case which is not within the standard timeframe of the procedures. I am been still told to wait as Uniuni leave customer no choice but to wait. I told ********************** that intercept package and I will go directly to pick it up, they said the package is with the driver for delivery today. Every time I called Uniuni I am been given the same answer. But the package never come until it updates as Missing. The package is so important and I did everything I could to follow up, track and trace the package, but it seems like it does not work. The information Uniuni provided is inaccurate, not responsible, careless. I am seeking for help from Bbb as the package is identified as missing from Uniuni, my only appeal is to locate and find out the package.

  

  Business Response

  Date: 26/02/2025

  Dear Bingqiao,

  We sincerely apologize for the frustration and concerns youve experienced while tracking your package. We understand how important this shipment is to you and regret any confusion caused by the updates provided.
  After reviewing your case, we can confirm that your package was successfully picked up on February 26, 2025, at 12:45 PM. We appreciate your patience as you worked through this issue and understand that the multiple status updates may have been frustrating.
  We acknowledge that our communication did not meet expectations throughout this process, and we regret any delays or inaccurate updates you may have received. Your feedback is important, and we are reviewing this internally to improve our tracking visibility and customer communication.
  If you require any further assistance, please let us know. We appreciate your patience and thank you for bringing this to our attention.
  Best regards,
  UniUni 

• Initial Complaint

  Date:18/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled for delivery 1/15 driver did not attempt delivery wrote wrong address submitted a random picture of a house (I live in building) when I called the agent said theyre not sure why driver did that. Never contacted me back and the package is still not delivered nor did I ever receive any further support. Ive been on queue for over 2 hours waiting with no agent connecting. I need this package urgently and paid urgent/fast shipping the package LATEST should be arriving February 17. No updates on tracking and Im being ignored by this company. This seems like a scam DO NOT pick this courier. Drivers seem to just put in excuse and lie when they dont feel like delivering.

  

  Business Response

  Date: 26/02/2025

  Dear Rean,

  We sincerely apologize for the frustration and inconvenience youve experienced throughout this delivery process. We understand how important this package is to you, and we regret any miscommunication or delays that have added to your frustration.
  After reviewing your case, we can confirm that your package was delivered on February 23, 2025, at 10:57 AM to *****************************************************************************. We do not have clear proof of delivery photo's and would like to inquire, if you have received your parcel?
  We acknowledge your concerns regarding the initial delivery attempt and the lack of follow-up. This is not the experience we want for our customers, and we take these matters seriously. We are actively reviewing this case internally to improve our processes and ensure better accountability in future deliveries.
  If you require further assistance regarding this delivery, please let us know. Again, we sincerely appreciate your patience and feedback.
  Best regards,
  UniUni