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:15/08/2025

  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.

  Bought an item from AliExpress/Temu, they used UniUni to deliver.The first time it was through Temu, the package is marked as delivered, they even showed pictures. I went to the ** Box to pick it up, the guy on the counter says the guy took pictures outside but never went in to actually drop it off. The delivery guy pocketed the item. Second time, I placed an order on AliExpress. My item goes out for delivery in the morning. A few items later I get a notification that there was an error and its being sent back to the warehouse. Shocked, I contacted UniUni. Apparently they dont deliver to ** Boxes. Im confused. Ive had COUNTLESS packages dropped out at the ** Box from them. The chat on the website stops answering and tells me to either call or submit a ticket. I submitted a ticket and its been 24+ hours and nothing. I decided to call and I get placed on hold for over 30 minutes where the calls then drops and I have to start all over. This feels like a scam at this point. I just wish I had a choice on tho my package was being shipped with.

  

  Business Response

  Date: 19/08/2025

  Dear ****,

  We sincerely apologize for the confusion and poor experience youve had with this delivery.
  To clarify, our drivers are not permitted to deliver to **** stores or PO Boxes, as doing so can result in penalties. While some individual **** locations have occasionally accepted our deliveries in the past, the majority do not, which is why our drivers are required to mark these stops as undeliverable. In this case, the delivery photo you referenced was taken only to confirm that the destination was a **** store.
  We did locate your support ticket #******* (submitted on August 18, 2025) and noted the alternate address you provided:
  **********************************************************************************************
  We have updated your tracking number with this address and booked a second delivery. The parcel will be dispatched once the warehouse assigns it to an available route, with delivery expected within 10 business days.
  Please accept our apologies for the frustration this has caused. We are committed to ensuring your package reaches you successfully at the updated address.
  Sincerely,
  UniUni

• Initial Complaint

  Date:12/08/2025

  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 is reporting that they are attempting to deliver my orders, but their own tracking system proves this is a lie. Their tracking system shows that the packages were received in the warehouse, then less than 25 seconds later it says the delivery was attempted, then it failed due to severe weather (it has been warm and sunny for weeks) or force majeuer (which would seem to be unlikely as there is nothing of note that would be preventing delivery), and then it has been returned to the warehouse and I need to contact them for final delivery.I now have 3 orders which they have done this for in the last week, and their customer service just keeps repeating that the order was returned, but cannot explain why. Even when it is pointed out that their own system shows the delivery could not possibly have actually been attempted in less than 25 seconds, they just say that I have to request redelivery using the online form. I verified the address with them and they confirm that they are able to deliver to my address, but as yet they have never completed a single delivery to me.This company has failed to deliver in the past as well. A previous delivery was marked as failed attempt twice in the space of an hour, but I was home and my security cameras showed that there were no attempts to deliver that entire day. Further the timeframe was likewise impossible as I live in an area that takes at least 25 minutes one-way to reach from the nearest possible warehouse location and there is no possible way they could have left the warehouse, tried to deliver, then returned to the warehouse, then tried to deliver again in the space of an hour.

  

  Business Response

  Date: 19/08/2025

  Dear *******,

  We sincerely apologize for the ongoing frustration and confusion youve experienced. After reviewing your case, we agree that the tracking history for your parcels appears unusual and understandably raises concerns.
  Here is what we can confirm:
  Parcel UUS57R0835567664219 was pre-emptively returned to the vendor. We have asked the warehouse for clarity as to why this occurred and are awaiting their response.
  Parcels UUS5831787610276581 and UUS5851786621993432 initially showed movement out for delivery, but shortly after, they were scanned back to the warehouse and placed into storage. Requests for second delivery have already been submitted for both of these parcels.
  To simplify what youre seeing in the tracking history: the scans reflect that the parcels were picked up and processed, but instead of being successfully delivered, they were routed back to the warehouse on the same day. This can sometimes happen due to operational errors, such as routing or loading issues, which unfortunately were not clearly explained in the tracking system.
  We have escalated this case directly to the warehouse management team to investigate why these parcels followed this path and to ensure the second deliveries are completed as quickly as possible. We have also located your customer support ticket #*******, which will be updated as soon as we receive confirmation.
  Please accept our sincere apologies for the lack of clarity and for the repeated inconvenience. We are treating this as a priority and will follow up with you once we receive further information.
  Sincerely,
  UniUni

• Initial Complaint

  Date:11/08/2025

  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.

  Now 3 orders via TEMU that UniUni have failed to deliver. The reason being incorrect address and multiple failed attempts The address is CORRECT and no attempts have been made. This is so frustrating. **************** is horrible.

  

  Business Response

  Date: 19/08/2025

  Dear ****,

  We sincerely apologize for the frustration this situation has caused. After reviewing your case, we did identify that both of your orders encountered an address formatting issue. While the address itself was correct, the formatting within our system caused delays in the delivery process. We shared screenshots with you to illustrate this formatting discrepancy.
  We are pleased to confirm that both parcels have now been successfully delivered:
  Tracking JY258510U446199558 on August 12, 2025, at 11:58
  Tracking JY258710U446184376 on August 13, 2025, at 15:34
  We sincerely regret the inconvenience this caused. For future deliveries, we recommend submitting a ticket once you receive your UniUni tracking number so that we can manually confirm the address formatting and prevent further issues.
  Additionally, this matter has been shared with our Operations Team, as we are continuously seeking ways to improve our systems and ensure customers receive a more seamless delivery experience.
  Thank you for bringing this to our attention.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/08/2025

   
  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,
  
  **** How

• Initial Complaint

  Date:11/08/2025

  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.

  My experience with UNIUNI has reached an unacceptable point, and your customer service team has been completely unable (or unwilling) to resolve it.I placed an order from *****, shipped via UNIUNI, in the amount of C$511.62. It was picked up on July 30 from customs by your driver. It has now been 10 days in UNIUNIs possession with no delivery and no clear update.Over the past week, I have called customer service more than eight times. Each time I have received a different, contradictory explanation - stuck at customs, sent back to *****, driver picked it up but didnt deliver it. I have spoken with two supervisors, but neither has given me a straight answer or followed through on their promise to call me back within 24 ******** this point, the only explanation is that my package has been stolen or lost due to negligence. The complete lack of transparency, urgency, or accountability from UNIUNI is unacceptable.

  

  Business Response

  Date: 19/08/2025

  Dear ******,

  We sincerely apologize for the frustration and concern this experience has caused. We recognize the importance of timely, transparent updates and regret that this was not your experience with us.
  After reviewing your case, we confirmed the following timeline:
  Shipping details were received on July 26, 2025.
  The parcel was released from customs and picked up by UniUni on July 30, 2025.
  There was a delay between customs pick-up and the parcels arrival at our warehouse on August 12, 2025, at 06:36. During this period, the package was still in transit within the network, but no additional scan event was generated to provide visibility for you or our customer service team.
  The parcel was successfully delivered on August 12, 2025, at 16:23.
  We fully understand why the lack of updates led to concerns about transparency. Please accept our sincere apologies for the gap in information during this period. We are actively reviewing our processes to improve tracking visibility and communication so that customers do not face this kind of uncertainty in the future.
  Thank you for bringing this matter to our attention.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/08/2025

   
  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,
  
  ****** Hemat

• Initial Complaint

  Date:08/08/2025

  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 have 2 packages that I was expecting. Uniuni claims it was unable to be delivered both times for both packages. I was home each day they claim. I don't live in the city and my house and address are clearly marked. I tried contacted uniuni several times. The phone just repeats the same message and never connects you to a person. The chat claims it is relaying the information to someone else to submit a ticket. I even filled out the ticket myself. I did all of this numerous times. It has been since 8/5. I have received no communication from this company and they have failed to deliver my packages. I even contacted the merchant who also contacted Uniuni. At this point, I feel Uniuni has stolen my packages. Tracking numbers:UUS57Q0837562616702 UUS57P0833558136979

  

  Business Response

  Date: 19/08/2025

  Dear *******,

  We recognize the delay in responding to your inquiries and sincerely apologize for the frustration this caused. After reviewing your case, we are pleased to confirm that your parcels with tracking numbers UUS57Q0837562616702 and UUS57P0833558136979 were successfully delivered on August 11, *********************** **********, ***
  We regret that our communication did not meet your expectations and that you were left without clear updates while waiting for your packages. Please be assured that we are taking steps to strengthen our responsiveness and ensure better visibility for customers moving forward.
  Thank you for bringing this matter to our attention, and we appreciate your patience throughout this process.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:08/08/2025

  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.

  Statement Regarding Package Delivery Incident UniUni Today, my package was delivered by UniUni in an extremely unprofessional manner. The driver did not exit their vehicleinstead, they opened their window and threw the package onto the middle of the sidewalk. Pedestrians walking by had to step over it just to pass. The package was not placed at my door or on my front porch, and it was left completely exposed where anyone could have taken it.This careless handling not only posed a risk of theft but also could have resulted in damage to the contents. I am extremely disappointed with the lack of care and respect shown during this delivery by UniUni.I expect appropriate action to be taken to ensure this does not happen again.

  

  Business Response

  Date: 19/08/2025

  Dear *******,

  We sincerely apologize for the way your package was delivered. The behavior you described, where a package was thrown from a vehicle and left on the sidewalk, is completely unacceptable and falls far below UniUnis standards for professionalism and care. We fully recognize how this created both a risk of theft and potential damage to your parcel, and we regret the stress and inconvenience this caused.
  A formal driver complaint has been filed with the complete details of your incident. This has been escalated to the drivers manager for immediate review. While we are unable to disclose the specific disciplinary measures taken, please be assured that the matter is being handled swiftly and appropriately, and the driver will be held accountable.
  In addition, we are sharing this case with our operations and training teams to reinforce the expectations we have for safe and respectful delivery practices. Your feedback is valuable in helping us identify and correct behavior that does not reflect our commitment to customers.
  We truly regret that you experienced this situation and appreciate you giving us the opportunity to address it.
  Sincerely,
  UniUni

• Initial Complaint

  Date:08/08/2025

  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.

  Dress was ordered on July ****** Order number ZZ6721174921 Tracking number UUS57N520552815758 Out for delivery starting July 28, 2025 - returned to Warehouse Aug 4, 2025 - Failed attempt due to wrong address.When i called *************** ordered from) they showed the right address on file.When I contacted UNIUNI I had put the wron address on the package.I was not contacted and it was only the first attempt at delivery ad according to website it would only be sent back to warehouse after 2nd attempt.There is also no chat bot on the website This is a dress for my daughters weeding on Aug 31---I can not get anyone to call me back, anser an email, or a customer support ticket---when I finally get thru, no one has any idea when it will be shipped and then once it does will take 10 business days.I need this to be over nighted so that I have a dress....I have put the amount, but I would rather have the dress

  

  Business Response

  Date: 19/08/2025

  Dear *********,

  We sincerely apologize for the difficulties youve experienced with this delivery and fully understand the urgency of receiving your dress in time for your daughters wedding.
  After reviewing your case, we confirmed that your address has been corrected and a second delivery has already been booked by our customer service team. Your tracking number has also been escalated to the warehouse for priority handling so that it is dispatched without further delay.
  We regret that you were not contacted sooner regarding the address issue and that this caused unnecessary stress during such an important time. Please be assured that our team is actively monitoring your case and will continue to follow up with the warehouse until the delivery is successfully completed.
  We greatly appreciate your patience and thank you for giving us the opportunity to resolve this matter.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/08/2025

   
  Complaint: 23715065
  
  I am rejecting this response because: the dress will not arrive in time.

  Also, since UNIUNI did not respond to me or Azazie (dress company), Azazie has handled the situation.

   

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

• Initial Complaint

  Date:07/08/2025

  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.

  A package ordered through **** was shipped and transferred to this company for final delivery. **** has confirmed the package was received. By Uniuni's own tracking program, there has been no update for 10 days. Customer support has been thoroughly unhelpful stating package was never received. Given the multitude of negative interactions and reviews from across different websites I am not optimistic about the package being delivered.

  

  Business Response

  Date: 14/08/2025

  Dear ****,

  Thank you for sharing your feedback. We sincerely apologize that the tracking updates for your parcel were not helpful in keeping you informed. We understand how frustrating it can be when information does not reflect the most current status, and this is an area we are actively working to improve.
  Our records confirm the parcel was delivered on August 10, 2025, at 11:20 AM to the address **************************************. We received the shipping details on July 28, 2025, the package cleared customs on August 8, 2025, was scanned at our warehouse on August 10, 2025, at 7:46 AM, and delivered later that morning.
  We regret that the tracking process did not reflect these updates in a timely or clear way for you and our **************** team. Please be assured this feedback has been noted and will be used to help us improve both our tracking accuracy and customer communication.
  Sincerely,

  UniUni

  Customer Answer

  Date: 15/08/2025

   
  Complaint: 23712130
  
  I am rejecting this response because: No update was attempted by customer support and I was told multiple times that I would receive a call from a supervisor with ***************************************** I have called two additional times and been disconnected each time while on hold for 25 minutes or more. I have still not received a call from anyone at Uniuni, supervisor or otherwise. Furthermore no progress was made on the shipping until AFTER I let customer support know about the ******************** complaint. When I receive the previously mentioned call, I will consider accepting the resolution.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 19/08/2025

  Dear ****,

  We sincerely apologize for the lack of clarity and support you experienced while waiting for your delivery. After reviewing your case, we can confirm that your package was successfully delivered on August 10, 2025, at 11:20 AM to:
  ***********************************************************************************
  We regret that during the period leading up to delivery, there were no additional tracking updates available to you or our customer service team, which understandably caused frustration and concern. We are actively working on improving the transparency of our tracking system so that customers can see more accurate progress updates while their parcels are moving through our network.
  Please accept our apologies for the inconvenience this caused. Thank you for bringing this matter to our attention.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/08/2025

   
  Complaint: 23712130
  
  I am rejecting this response because: The company, Uniuni, has still not had a supervisor contact me regarding the way I was treated on the phone by customer support. This phone call was supposed to have been completed within 48hrs of the last phone call. After calling in 2 additional times and being disconnected after being on hold for an extended period of time, I will NOT consider the matter resolved until I speak with a supervisor. I stated this in my last message very clearly and the main point of the issue was not resolved or even brought up. This is an unexpected and unnecessary amount of back and forth discourse that does nothing but make Uniuni look worse. 

  Let me be clear. I WILL NOT CONSIDER THIS MATTER ******* WITHOUT A CALL FROM A CUSTOMER SERVICE OR HIGHER SUPERVISOR REGARDING MY EXPERIENCES WITH THE PHONE SUPPORT LINE. 

  I will escalate this further if need be.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 22/08/2025

  The package has been received. I filed these complaints due to the responses and treatment received from the customer support staff. I have had to deal with nothing but incompetence since trying to get accurate tracking data on my package. Every response I have gotten in response to the original complaint and since has been unrelated to the conversations. I am not allowing them to get a resolution by not responding. The Uniuni company has many negative reviews and so far deserves worse reviews than that based on the level of response and care I have received for my concerns.

• Initial Complaint

  Date:07/08/2025

  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.

  Hi, *** bought many times from *** express and each time Uniuni is the one responsible for delivering my packages something has to go wrong. Last time I didnt even get my package and couldnt get a refund either . This time tho they have tried to deliver my package multiple times but have failed, had a number call but they hung up as soon as i answered and each time I tried to call back they would hang up.

  

  Business Response

  Date: 14/08/2025

  Good day,

  Thank you for sharing your detailed feedback. We understand how frustrating it must be to have repeated delivery issues and difficulty reaching us by phone.
  We have located your support ticket and sent a request to clarify your delivery address so we can proceed with booking your Second Delivery attempt. We will also be reviewing the calls related to your case internally to ensure this matter is addressed appropriately.
  Once we receive your address confirmation, we will work to get your delivery scheduled as quickly as possible.
  We appreciate your patience and the opportunity to address these concerns directly.
  Sincerely,

  UniUni

• Initial Complaint

  Date:06/08/2025

  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 was supposed to get a delivery on Aug 1. I was home all day. My apartment has a lobby open until at least 5:00 PM EST and has another entrance through the parking area that has had a 24/7 open gate for the last few weeks. Therefore my building was accessible by anyone at any time. I also have a camera that proved no one came by. I submitted tickets but jokingly immediate response. I called their customer service number and the associate refused to help me. No contacting the delivery person. No setting up a new delivery date. No adding of additional delivery instructions. He told me on Aug 1 that I had to follow the tracking myself, wait until it got back to their warehouse, THEN call again or it would return to sender. Aug 2 it was still "returning to warehouse". Aug 3 10:37AM I got an email saying it was out for delivery again. I sent more emails to make sure instructions we up to date just in case the garage gate was fixed and closed again. No delivery ever came. Aug 4 it still says out for delivery. I tried calling customer service but never got an answer. ******* I sent another email. 2:56 PM I get an email saying they couldn't deliver yet again!!! The lobby and garage ARE STILL OPEN. And no one called either. This is a shady, lazy, lying, delivery service. I have never had issues like this coupled with essentially zero customer service support.