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: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 

• 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.

  Item was ordered from **** and shipped from ***** via ********, but in the ** it was handed over to UniUni as the last mile shipper. UniUni has delivered to my ONLY delivery address before (albeit late and sometimes after hour) which is a *** Store where I get ALL of my deliveries. My last order which was delivered to UniUni to ship was attempted on 1/29 as "failed" and subsequently returned to the warehouse. I contacted them and after multiple inquiries they responded asking for an alternate address, which I do not have to receive packages. They refuse to deliver it and there is no location to pick it up, so essentially my package is being held hostage and I have no way to get it. Since the ********* is essentially made to have shipments delivered to I see no issue with delivery and find this to be quite suspect, there seems like some thievery scam going on here. I just want my package delivered immediately, why can this not be done. I am ready to seek legal action at this point.

  

  Business Response

  Date: 26/02/2025

  Dear ******,

  We sincerely apologize for the frustration and inconvenience youve experienced regarding the delivery of your package. We understand how important this shipment is to you and regret any confusion or delays in the process.
  After reviewing your case, we can confirm that your package was successfully delivered on February 24, 2025, at 1:07 PM to *********************
  Please note that UniUni does not typically deliver to *** Stores, PO Boxes, or similar third-party mail-holding facilities, as this falls outside our delivery policy guidelines. While your package was delivered on this occasion, we cannot guarantee future deliveries to these locations. We strongly recommend providing a residential or business address for any future shipments to ensure successful delivery.
  We appreciate your feedback and take these concerns seriously as we continuously work to improve our services. If you have any further questions, please let us know.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22945166
  
  I am rejecting this response because: while I appreciate that they delivered my package, there is no other address to deliver any future package that comes to me other than the address that I provided.  If they cannot deliver to this address then it is up to them to make an accommodation of either allowing me to pick it up or just deliver to the address - they cannot pick and chose where they will deliver a package to and the whole point of a *** Store is to receive mail and packages, so they must either change their policy or have a contingency.  This is not how a shipping company should work.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/03/2025

  Dear Mr. **************** you for your feedback. We understand your frustration regarding the delivery of your package and the limitations surrounding certain delivery locations.
  Unfortunately, UniUni has specific restrictions on delivery service areas, including PO Box stores, *** Stores, and military bases. These limitations are in place due to operational constraints and agreements with our shipping partners. As a last-mile carrier, we do not control the initial assignment of delivery addressesthis responsibility falls to the vendor or retailer when the order is placed.
  Additionally, we currently do not offer self-pickup options in the ***** so if another package is sent to an ineligible address, it will likely face the same issue. We recommend reaching out to your vendor to discuss alternative shipping options or ensuring that future orders are directed to a residential or eligible business address to avoid delivery disruptions.
  We sincerely apologize for any inconvenience this has caused and appreciate your understanding of our delivery policies. If you need further clarification, please dont hesitate to contact us.
  Best regards,
  UniUni 

• Initial Complaint

  Date:14/02/2025

  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've been waiting for UniUni to deliver my package since the middle of January. January 20th they claimed to not be able to deliver it to my address (that they've previously delivered to no problem). The next day I sent a customer service request in to change the address and schedule a second delivery. 3 days later on the 24th they emailed back to confirm the information which I confirmed the same day. I did not hear anything back until the 8th of February when I received a copy pasted email of the same thing I received on the 24th of January. I again confirmed the information the same day. 3 days later I heard back that my second delivery was confirmed and booked and to expect it in 10 business days. Today the 14th I received a tracking update that my package was being returned to the sender's warehouse and not being delivered to me.If this is how UniUni communicates and treats customers I can't recommend ever using them. I also can say good luck if you have a package coming from them, you probably will never see it.

  

  Business Response

  Date: 18/02/2025

  Dear *****,

  Thank you for your follow-up regarding your package, Mr. ************* We sincerely apologize for the situation with your delivery.
  We understand your frustration and acknowledge that our warehouse was unable to complete the second delivery attempt, which resulted in your package being returned to the vendor's warehouse. Unfortunately, as your package is no longer within our delivery network, we are unable to take any further action regarding this shipment.
  At this stage, since the package has been returned to the vendor, you will need to contact them directly to:
  Confirm receipt of the returned package
  Discuss your options for reshipment or refund
  Arrange any necessary resolution
  We sincerely apologize for any inconvenience this has caused and understand this is not the outcome you were hoping for. While we cannot reverse the return of your package, we have documented this incident to help prevent similar situations in the future.
  Thank you for your understanding in this matter.

  UniUni

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22943117
  
  I am rejecting this response because:

  UniUni had ample chance to redeliver my package, but instead chose not to. I was still within the 30 day window your company gives before returning a package back to the vendor and even then you state you will provide a second delivery before then. You have all my contact information, including a phone number and email, yet you chose not to use it. This appears to be a common complaint with UniUni and although BBB claims you've been made aware and have made changes, I highly doubt that as it's still happening regularly. I hope to never have another package with UniUni as the delivery company. UniUni should be investigated for consumer fraud and closed down.

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

  

  Business Response

  Date: 26/02/2025

  Dear *****,

  We sincerely apologize for the experience youve had regarding your package and for any frustration caused by the delays and communication gaps along the way.
  After reviewing your case, we regret to inform you that your parcel has been returned to the vendors warehouse. Unfortunately, we were unable to complete the delivery as requested. Since the package is now back with the vendor, we kindly ask that you reach out to them directly to discuss a replacement or refund.
  We understand how disappointing this situation is, and we truly regret any inconvenience this has caused. Your feedback is extremely valuable, and we will continue working to improve our processes to provide better service in the future.
  Once again, we apologize for this outcome and appreciate your patience. If you have any further questions, please dont hesitate to reach out to the vendor for the next steps.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22943117
  
  I am rejecting this response because: all they've done is repeat themselves over and over. Who knows if its actually a person responding or not. Unless something changes, I will not be accepting any response.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:14/02/2025

  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 ordered three items from TikTok shop on January 31st and I havent received any updates about it at all. No one answers the phone for customer service and the chat robot doesnt actually work either. It keeps telling me Ill receive my order on February 13th (Im writing this on February 13th and still no order). I want my items but, I also went on Reddit and everyone has had this problem too and at this point UniUni must be a scam and if not its poorly ran. I need someone to resolve this now please and I dont want to wait two weeks for my order.

  

  Business Response

  Date: 18/02/2025

  Dear *********,

  Thank you for reaching out regarding your TikTok shop order from January 31st. We understand your concern about the status of your items and the lack of updates.
  We can see that your order is currently in "Order Received" status, which means we have only received the initial shipping information from TikTok shop. At this stage, we have not yet received the physical package from the vendor for processing and delivery.
  For the most up-to-date information about your order, we recommend:
  Contacting TikTok shop directly to verify the status of your order
  Confirming when your items will be released to our shipping network
  While we strive to provide accurate delivery estimates, these dates are based on when we expect to receive the package from the vendor. Since we haven't received your items yet, we cannot provide a specific delivery timeline at this moment.
  We understand your frustration with our customer service accessibility and appreciate you bringing this to our attention. We are continuously working to improve our service.
  For the most accurate information about your order status, please contact TikTok shop directly as they will have the most current details about your items.
  We appreciate your patience and understanding in this matter.

  Thank you,

  UniUni

• Initial Complaint

  Date:13/02/2025

  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.

  Such a really really terrible logistics company. The sender forgot to put my house number on the package. The contractor delivery driver contacted me from my phone number on the package. I gave him the address and his supervisor apparently told him not to deliver. So on January 15 my package was sent back to the warehouse. On Jan 16, I emailed them with my full address as I was told on their website (see my emails). They said it should be re-artempted in 10 days. To make sure I also called the warehouse a couple days later. They confirmed it should be within a few days. 10 days passed, so I called the warehouse again...and they escalated it and said in 48 hours I should hear or get the package. A week goes by and I get a reply to my first online email saying they got notice of an address change from the warehouse....so I sent them their email reply back from weeks earlier. still nothing...what a truly terrible business

  

  Business Response

  Date: 18/02/2025

  Dear ****,

  Thank you for bringing this matter to our attention and for your detailed account of the delivery issues you've experienced. We sincerely apologize for the confusion and frustration this situation has caused.
  After a thorough investigation, we have discovered that there was a communication gap between our warehouse and customer service team. We can now confirm that your package has been reported as lost by our warehouse facility.
  Given the circumstances, we are escalating your case to a senior customer service agent who will contact you directly to discuss resolution options. They will have full authority to address your concerns and provide appropriate compensation for the lost package.
  We acknowledge that our service in this instance fell well below our standard, particularly regarding:
  The initial delivery attempt and supervisor's decision
  The inconsistent information you received
  The delays in following up on your inquiries
  The breakdown in communication between our departments
  Our senior agent will reach out to you within the next ***** hours to resolve this matter.
  We appreciate your patience throughout this challenging situation and are committed to making this right.

  Thank you,

  UniUni

• Initial Complaint

  Date:13/02/2025

  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 was sent proof of delivery to my email around 11PM. Once I got the email that the package was delivered, I went outside to see, and there was no package. After checking the delivery information and ring doorbell, we saw that the delivery driver had stolen our package.I have two photos and the ring doorbell video. In one of the photos, you can see the driver's white pants and yellow shoes, which match with the video showing the delivery driver taking photos of the delivery, and then stealing the package on his way back to the car. This delivery driver is a criminal and should not be delivering packages for this company or for any company.

  Customer Answer

  Date: 13/02/2025

  In response, it would be worth noting that I have communicated separately with the seller and they are refunding part of the overall payment, but not all of it.  While I would like to have a full refund, the main reason that I believe that this should be reported is because the shipping company employee stole the items.  I have had a very difficult time reaching anyone from the shipping company about this, and I have tried on multiple occasions.  It seems like they just want me to forget about it.  Someone should be held responsible for the theft of the item, and people need to know that this company (uniuni) is not doing anything about their employee literally stealing from customers.

  Customer Answer

  Date: 13/02/2025

  I would like to send video evidence of the theft.  Where can I submit an MP4 file for video evidence?

  Customer Answer

  Date: 19/02/2025

  I would like to get in contact with the business to communicate with them about my package which was stolen by their delivery driver.  The delivery driver marked the package as "delivered" but the ring doorbell shows the delivery driver stealing the package.

  

  Business Response

  Date: 26/02/2025

  Dear ******,

  We sincerely apologize for the mishandling of your support ticket and the distress caused by this situation. Your concern should have been escalated properly, and we regret that it was not addressed as it should have been. Please know that we are taking this matter very seriously.
  We have now escalated your case to a Team Lead to ensure it is handled appropriately and followed through to resolution. Additionally, we have forwarded the video evidence to our Station Manager for immediate review.
  We appreciate your patience as we conduct a thorough investigation. Our team will provide you with updates as soon as we have more information. If you have any further details to add, please ensure they are included in your support ticket so we can address this matter as effectively as possible.
  Once again, we deeply regret this experience and appreciate you bringing it to our attention.
  Best regards,
  UniUni 

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22937827
  
  I am rejecting this response because it is just a copy/paste of the same email response that they have given me on multiple occasions.  It's an empty apology, an acknowledgement that the concern is being "properly escalated", telling me that "the evidence has been sent to the station manager" (for the second time), and a promise that the company is actively investigating the incident.  This is a classic case of "the boy who cried wolf" where I keep hearing that my issue is being handled, but nothing is actually being done.

  The first time I received an email response from Uniuni was on January 29th and I actually thought that something was being done.  There was no follow-up for over two weeks, so I reached out to the company again on February 13th over the phone since I hadn't heard anything.  After hearing nothing from the company following my February 13th communication, I then tried to follow up AGAIN via email, writing to the company on February 18th, February 20th, and February 21st, with no response.  On February 21st I filed a police report with my local authorities.  This response provided on the BBB page is literally a copy/paste of the email that they sent me five days after I notified them that I had filed a police report.  ************ has not provided me with any evidence that the situation is being properly handled, and it has been over a month since the initial incident.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/03/2025

  Dear Mr. ****************** and foremost, we want to extend our sincere apologies for the ongoing frustration and lack of resolution you have experienced. We recognize that our prior responses may have appeared repetitive and lacking in substance, and for that, we are genuinely sorry. You deserve clear communication and tangible action, not empty assurances.
  We fully acknowledge that this situation has been prolonged far beyond what is acceptable, and we deeply regret the impact this has had on your trust in our company. Please know that following your most recent communication, we have escalated this matter to a higher-level senior manager within our warehouse operations beyond the local station to ensure it receives the priority and attention it should have had from the start.
  We are actively following up to obtain a concrete update and will be holding the appropriate teams accountable for providing a formal response and resolution. You have our commitment that we will not allow this matter to be brushed aside or handled with further delays.
  Again, Mr. ********* we are very sorry for the way this situation has been handled so far. Please allow us some time to work through this new level of escalation, and we will provide you with an update as soon as possible.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 11/03/2025

   
  Complaint: 22937827
  
  I am rejecting this response because:

  While this response seems to be a step in the right direction, I am not satisfied with it because no action has been taken.  I am once again being told that the case is "escalated" and that people are looking into it, but I have had no concrete communication from the company stating that anything has been done about the employee who stole my package.  It has been over a month, so I can only imagine that this employee is still delivering and/or stealing packages in my area.

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

• Initial Complaint

  Date:13/02/2025

  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 ordered a package from an online vendor, Bloomchic, in the amount of $64.15. The package was supposed to be delivered on 2/9/2025 by UniUni. On 2/9/2025 at 8:34am I received notification that my package was out for delivery. On 2/9/2025 at 12:34pm, I received notification that my package was undeliverable as my address was incorrect. This is in fact untrue. The address that is listed on my account with Bloomchic as well as on the shipping label is my address and is correct. There was no attempt to deliver my package, the delivery driver returned my package to the UniUni warehouse an hour away in ******* ********. I tried several times over the past 4 days to contact UniUni customer service by phone to be placed on hold for several hours, and then be hung up on. I reach out via the website, and am told that a ticket is being placed and someone will be in contact within ***** hours, however no one reaches out. it is now 4 days later and I received an email this morning that my package is at their warehouse and they need a correct address to deliver my package, but the address IS CORRECT. They also state that if they do not get a correct address, they will not deliver my package. This company in the past has done this to me and just kept my merchandise, and I never was reimbursed. I have another package that is being sent from ********* that will be delivered from UniUni, and I am concerned that this order will also be not delivered as UniUni refuses to accept that my address is correct.

  

  Business Response

  Date: 13/02/2025

  Dear *******,

  We sincerely apologize for the frustration and inconvenience you have experienced regarding your package delivery. We understand how concerning this situation is, especially given your past experiences.
  After reviewing your case, we can confirm that a second delivery has been successfully booked for your package. Additionally, the formatting of your address has been corrected in our system to ensure there are no further issues with delivery. Your package is now scheduled to arrive within 510 business days.
  We deeply regret the difficulties you faced in reaching our customer support team, and we acknowledge your concerns about the accuracy of your address. We truly appreciate your patience and assure you that we are actively working to prevent similar issues in the future.
  If you have any further questions or concerns regarding your delivery, please dont hesitate to reach out. We appreciate your time and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22936338
  
  I am rejecting this response because:

  I have not yet received my package and I don't believe that they will deliver it.  It has been almost 5 days since the original delivery date,  the address was no different and I don't have confidence in this response 

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

  

  Business Response

  Date: 18/02/2025

  Dear *******,

  Thank you for your follow-up regarding your delivery concerns. We understand your frustration, but we can confirm that your package was successfully delivered on February 17, 2025, at 11:15:30 AM to:
  *****************************************************************************
  We have proof of delivery (POD) documentation confirming this delivery.
  While we acknowledge your previous concerns and the delay from the original estimated delivery date, we can assure you that the package has now been delivered to the address provided. If you are unable to locate your package at this address, we recommend:
  Checking all possible delivery locations at the address (front door, back door, garage, etc.)
  Checking with other household members who may have received the package
  Checking with neighbors in case the package was delivered to them
  If you still cannot locate your package after these steps, please let us know and we can provide the proof of delivery documentation for your reference.
  We appreciate your patience throughout this process and are committed to ensuring the highest level of service for our customers.

  Thank you,

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

  Customer Answer

  Date: 19/02/2025

   
  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 as my package was delivered. 
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 19/02/2025

   
  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 as my package was delivered. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:13/02/2025

  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.

  No update on parcel for 7 days. No help from uniuni after 6 calls. Agents disconnect and are rude to clients. Second BBB complaint filed with no resolution

  Customer Answer

  Date: 13/02/2025

  **** has stated that the carrier is now in charge as the package is in their hands. No information for over 7 days from Uniuni and agent on the phone hung up when a supervisor was requested 

  Customer Answer

  Date: 13/02/2025

  Its been 7 days its to be delivered. No answer from them at all and the one guy I spoke to decided to hang up when a supervisor was requested. Rude and none helpful. This is the second time I go to the BBB about this company 

  

  Business Response

  Date: 18/02/2025

  Dear *****,

  Thank you for bringing your concerns to our attention regarding your parcel status and customer service experience.
  According to our records, your shipment is currently in "Order Received" status, which means we have only received the initial shipping details from the vendor. At this stage, we do not have additional tracking information to share.
  We recommend contacting your vendor directly to:
  Verify the current status of your order
  Obtain updated shipping information
  Confirm when the package will be released for shipping
  For the most accurate and up-to-date information about your order, please reach out to your vendor directly as they will have the most current details about your shipment status.
  We appreciate your patience and understanding in this matter.

  Thank you,

  UniUni

  Customer Answer

  Date: 19/02/2025

   
  Complaint: 22934472
  
  I am rejecting this response because: I have contacted UniUni several times to figure out where the package is and I have been hung on and refused help. The package is stuck at customs according to tracking waiting for uniuni to pick it up and they refuse to do anything saying customs must bring it to them. 
  

  the lack of response, help or any info from them is frustrating and the total rudeness from the 1 agent who hung up when asked for his supervisor is deplorable 
  
  Sincerely,
  
  ***** ********-**********

  

  Business Response

  Date: 26/02/2025

  Dear *****,

  We sincerely apologize for the frustration and lack of clarity regarding your package. We understand how important this shipment is to you and regret any inconvenience caused.
  After reviewing your case, we can confirm that UniUni has not yet received your package. At this time, we have only received the shipping details from the first-mile carrier, but the physical parcel has not entered our network for delivery.
  If your tracking updates indicate that the package is currently in customs, please note that UniUni is not involved in this process. Customs clearance is handled by the relevant authorities, and in some cases, they may require additional information from the vendor before releasing the shipment into ******. Unfortunately, we are unable to expedite this process or provide further updates until the parcel is handed over to us.
  We have attached a screenshot for reference confirming that your package has not yet arrived at UniUni. If you have concerns about the customs delay, we recommend reaching out to the vendor for further assistance.
  We appreciate your patience and understanding. Please let us know if you have any other questions regarding the final delivery once your parcel reaches our network.
  Best regards,
  UniUni

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22934472
  
  I am rejecting this response because:

   

  the parcel is waiting to be given to carrier which means uniuni needs to collect it and has done nothing since Feb 12th. I now have 2 other at dos either them one that is to be deliver today either absolutely no information. They do not deliver and people are losing money with them. 
  

  they need to go to the airport and pick up their parcels to be delivered. This is lazy mess and incompetence 
  
  Sincerely,
  
  ***** ********-**********

  

  Business Response

  Date: 11/03/2025

  Dear Ms. ***************************** you for your message and for sharing your concerns.
  We want to clarify that, based on our records, the parcel you are referring to has not yet been released to UniUni for delivery. The status you are seeing reflects that the parcel is still with customs or the originating carrier and has not been handed over to UniUni. Until customs clearance is complete and the parcel is released, we are unable to retrieve, scan, or deliver the shipment, as it is not yet within our network.
  We completely understand how frustrating this situation is, and we regret the inconvenience. However, this is not something UniUni can influence or resolve until the parcel is officially transferred to us.
  Regarding your additional parcels, if you can kindly share the other tracking numbers, we will gladly review their status and provide you with an update.
  Again, we apologize for the frustration and delays. Please let us know if you would like us to review the other shipments.
  Best regards,
  UniUni

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 22934472
  
  I am rejecting this response because:
  
  We can clearly see that when its not my name they deliver but when its my name they do not deliver or deliver very late 
  My name
  Not my name 
  My name but not my address. 
  Called on Saturday and the people would not even let me give the tracking number before hanging up 
  Then the lady one said it would be delivered on Sunday but it was delivered on Monday. 
  asked for a supervisor got hung up on. Sent a ticket and no answer to it and its over 48 hrs 
  
  The one that is stuck in customs then its lost as its been over 1 month with no answer and yet no one is looking into it or helping me. I keep getting told to check with the courrier by the shipper as its in their hands now 
  
  I now have 2 deliveries and I have no idea if Im getting them. 
  
  Not only is it unlawful but its unethical. Clearly they are discriminating against me as I have shown proof that they will not deliver if my name and address is used. 
  
  
  They are racist and discriminating 

  
  Sincerely,
  
  ***** ********-**********

  

  Business Response

  Date: 20/03/2025

  Dear ***** ********-**********,
  Thank you for reaching out and sharing your concerns. We understand your frustration and would like to clarify our role in this situation.
  According to our records, the parcel you are inquiring about has been in the status of Order Received since January 29, 2025. This status indicates that the parcel has not yet entered UniUnis network for delivery, meaning we have not physically received it to process or deliver.
  As we are strictly the last-mile carrier, we do not have control over the tracking updates or the status of the parcel before it is handed over to us. The first-mile carrier (the company responsible for the initial part of the shipping process) has not completed their handoff to us, which is why we are unable to proceed with delivery.
  To resolve this matter, we strongly recommend that you contact the vendor directly to discuss the next steps. They will be able to reach out to the first-mile carrier to confirm the status of your shipment and provide you with guidance on how to proceed.
  Unfortunately, until the parcel is handed over to us by the first-mile carrier, we are unable to assist further.
  We understand how disappointing this situation is, and we apologize for any inconvenience this may have caused. If there is anything else we can assist you with, please feel free to reach out.
  Thank you for your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 21/03/2025

   
  Complaint: 22934472
  
  I am rejecting this response because:

  As stated by the business its unclear where it is and no help  

   

  you call and get hung up on  you email with no response even though they claim to answer in 72 hrs  see attached picture as no response has been received and we are well over the 48 hrs mentioned 

   

  on hold for copious amounts of time to be disconnected  

   

  Uniuni needs to be held responsable  

   

  out of 5 parcels that they delivered

  - 1 was to my name and home address-location unknown as parcel seems lost 

  - 2 were delivered to a different address but my name- items are damaged 

  -1 delivered and stolen by driver (again) my name but not my home address

  - 1 delivered after this complaint was placed and when called to get information was hung up on several times with agents stating I was being a b**** when all I asked was if I could get an update and started giving the tracking number  

   

  they do not care nor ensure the wellbeing of parcels and need to be held accountable for their actions 

   

   

  
  Sincerely,
  
  ***** ********-**********

  

  Business Response

  Date: 07/04/2025

  Weve reviewed your tracking status, and your parcel is currently in Order Received (Status 190). This means the order information has been created, but the physical parcel has not yet been handed over to UniUni.
  Although you may be receiving delivery updates or notifications about customs, we can confirm that we have not received a shipment containing your parcel. It's likely the parcel is still with the first mile carrier or held at customs, and has not yet reached our network.
  To clarify the logistics process:
  The seller or vendor prepares the order and assigns a first mile carrier to ship it.
  If international, the parcel may go through customs before entering the country.
  Only once it's cleared and physically handed over to UniUni, do we take over for final delivery.
  At this stage, since the parcel is not in our possession, we are not able to take action or provide further updates. We recommend you contact the vendor or the first mile carrier directly for assistance.
  Once the parcel reaches UniUni, tracking will update and well proceed with delivery right away.
  Sincerely,
  UniUni Customer Support 

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 22934472
  
  I am rejecting this response because:
  Uni uni has lied. Cheated and refused to help when called. Hung up on on multiple occasions. Cant even get the tracking number out and agents gang up on you. Advise that its delivery is ***** hrs after written out for delivery.  Compensation needs to be done by this company for defamation and prejudice 

  
  Sincerely,
  
  ***** ********-**********

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 22934472
  
  I am rejecting this response because:

   

  then uniuni owes me for the following , see pictures attached. 
  

  they did not deliver or did not advise of delivery and it was stolen (we were home all day and they never rang) 

  
  
  Sincerely,
  
  ***** ********-**********

• Initial Complaint

  Date:11/02/2025

  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.

  This is regarding an order with the tracking number UUS4C30469682911233. I ordered a package from BoltzRetroStick on Black Friday, for an item I hoped would be a Christmas present. According to the tracking, it arrived in ************** on December 14, and was out for delivery on the 15th, then after having not been delivered on the 15th, the status moved to "Scanned parcel processing delay" on the 21st of December and nothing has changed since. I have attempted to call Uniuni on three occasions, each time getting my call dropped. BoltzRetroStick will not refund my order since they cannot verify that the package was lost. I would like my package delivered or declared lost.

  

  Business Response

  Date: 13/02/2025

  Dear *******,

  We sincerely apologize for the delay and frustration you have experienced with your package. We understand how disappointing this situation is, especially given that your order was intended as a Christmas gift.
  Our records confirm that a Parcel Issue Letter was provided to you on January 4, 2025, at 1:05 PM to assist in resolving this matter with the vendor, BoltzRetroStick. Since the vendor requires verification that the package is lost before issuing a refund, we recommend forwarding this letter to them as proof of the shipping issue.
  Regarding your package (Tracking Number: UUS4C30469682911233), tracking shows that it arrived in ************** on December 14 and was out for delivery on December 15. However, after not being delivered, the status changed to "Scanned parcel processing delay" on December 21, with no further updates since. Given the time that has passed, we recognize your concerns and recommend working with the vendor for a resolution.
  If you need the Parcel Issue Letter resent, please let us know, and we will be happy to provide it again. We sincerely regret the inconvenience and appreciate your patience. Please dont hesitate to reach out if theres anything else we can assist with.
  Best regards,

  UniUni