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: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.

• Initial Complaint

  Date:21/07/2025

  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.

  There are several issues I want to bring to your attention:Tracking Information Visibility: I was unable to view the UniUni tracking number until after the package was marked as delivered. This prevented me from leaving any delivery instructions or monitoring the final delivery process.Lack of Delivery Attempt Notification: My phone number was clearly listed on the shipping label, and I have a functioning doorbell. Yet, the courier made no attempt to contact me or notify me of their delivery. No call, knock, or ring was made.Package Left Unattended: Instead of ensuring safe delivery or at least notifying me, the package was left in an open, unsecured areamaking it easy for anyone passing by to take it. This is *************** a result, my package is now missing, and I am extremely dissatisfied with how this delivery was handled. I request an immediate investigation and a resolution for the lost item.

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Thank you for your message. Weve reviewed the delivery for tracking number UUS57C0568503210919 and would like to provide the following clarification.
  The tracking number has been publicly visible and accessible on our website prior to delivery. Weve included a screenshot confirming this and have reached out to our IT team to verify if any delivery notifications were issued. We will follow up once we receive confirmation.
  The driver did not call at the time of delivery. Drivers are not required to call unless they are unable to access the address or locate the unit. The delivery photo shows the package was placed at the unit door. Drivers are instructed to knock or ring the bell, and we are currently reviewing whether that was done in this case.
  If you recognize the door in the delivery photo as your unit, the package is considered successfully delivered. If the item is now missing, we recommend contacting the vendor directly to initiate a claim. UniUni cannot issue replacements or refunds, but we will fully support the vendors investigation if they reach out.
  For future deliveries, we recommend exploring home-based solutions such as lockable parcel benches, drop boxes, or door-mounted hangers to help secure deliveries when no one is home.
  We will follow up regarding delivery notifications once we complete the IT review.
  Sincerely,

  UniUni

• Initial Complaint

  Date:21/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive a package today with the tracking number GV25US00U003703110 from TikTok. This company delivered it and the photo they uploaded is NOT of my home. They delivered my package to the WRONG address and I cannot figure out where because they DO NOT ANSWER THE PHONE! I have tried to call for 2 hours and no one ever picks up. I NEED TO KNOW WHERE YOUR DRIVER DELIVERED MY PACKAGE!

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Thank you for your patience. Weve completed a full review and can confirm that your parcel (Tracking #GV25US00U003703110) was delivered to the wrong address. This was our error, and we sincerely apologize for the inconvenience this has caused.
  Your support ticket (#*******) is active and currently being handled by our senior support team. The most recent update was sent on Tuesday, July 22, 2025 at 5:54 AM, and you can expect a resolution update directly within the next 48 hours.
  Please rest assured your case remains a top priority and will continue to be managed until resolved.
  Sincerely,
  UniUni
  

  Customer Answer

  Date: 23/07/2025

   
  Complaint: 23622730
  
  I am rejecting this response because: I would like to keep this case opened until I receive the next response within 48 hours. That package was extremely important so I am patiently waiting for a response/resolution. I am unable to contact you all by phone due to no one ever answering so this is my only means to ensure that this situation is properly handled. Thank you so much. 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 28/07/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:21/07/2025

  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.

  Bought something on TAOBAO. A pacakges is showing "out for delievry" but not actually arrives, I have another pacel was "out for delivery" at same time, but it arrived. I tried contact Unini few times, but they alway ask me to keep waiting, Please have my packages delivered, or asking Taobao give me refund.

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for contacting us. We acknowledge your complaint and understand the frustration caused by receiving conflicting updates and limited support.
  Weve reviewed the delivery details, and the parcel was delivered on July 18, 2025, at 1:01 PM to the following address:
  ****************************************************************
  If you require additional documentation or have further concerns, please let us know.
  Sincerely,

  UniUni

• Initial Complaint

  Date:21/07/2025

  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 incompetent company has held my package for 14 days with no delivery date. These are items we need to operate business. Everytime we call, they tell us it will be another 10 days. They wont allow us to go pick it up. I think they are scamming and stealing packages from people. ******. I am in process of more complaints as we speak.

  

  Business Response

  Date: 22/07/2025

  Dear Bianca,

  Thank you for reaching out and sharing your concerns. We understand how critical timely delivery is, especially when it impacts your business operations, and we sincerely apologize for the frustration this delay has caused.
  After a full review, we can confirm that your parcel was successfully delivered on July 17, 2025 at 7:47 PM to the following address:
  ************************************************
  If you did not receive this package or believe there is a discrepancy with the delivery, please contact our support team immediately and reference your ticket number so we can investigate further. Your concerns are being taken seriously, and we are here to ensure that you receive a clear and timely resolution.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uniuni driver DUMPED three packages for three different addresses at my mobile home park office instead of delivering them to our homes. The packages were out in the open, able to be stolen by anyone walking by. I had to use the "delivery confirmation photos ( see screenshots) to find them. On two previous deliveries, my packages were sent to a completely different mobile home park!No one is answering Uniuni ****************** phone.I am so sick of the HORRIBLE service!

  

  Business Response

  Date: 22/07/2025

  Dear ****,

  Thank you for bringing this to our attention. We sincerely regret the poor delivery experience youve described, and we understand the frustration this has caused, especially given your past issues with incorrect deliveries.
  We have escalated this incident to the station manager overseeing deliveries in your area, and the drivers performance is currently under review. Delivering multiple parcels to an unsecured location and failing to follow proper address protocols is unacceptable and is being addressed internally.
  To ensure proper closure on our end, could you kindly confirm whether youve received your package related to this incident?
  We appreciate your time in reporting this and are committed to improving the handling of future deliveries to your location.
  Sincerely,

  UniUni

  Customer Answer

  Date: 23/07/2025

   
  Complaint: 23611310
  
  I am rejecting this response because: On May 24, 2025, after I emailed your company reporting the second delivery sent to the wrong address, I received an email stating the incident was under review and I would be contacted of the resolution. On July 11 and 16, I received the exact same email in regards to the botched delivery in this BBB complaint. I never heard back from you of the action you took.

  In regards to your question: did you receive your package? By observing the three photos I attached to my complaint, of course, I got my package after having to go to the office of my mobile home park after realizing it could have been stolen. You also will see two other packages in the photos that belong to two of my neighbors. I hand delivered them so they weren't stolen. 

  A reputable company would never let their driver(s) continue to be so incompetent, one, two, THREE times.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:15/07/2025

  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.

  This has been the most difficult shipping company I have ever dealt with. My package was returned to the *** due to it being a PO BOX. However, the carrier never mentioned or care to inform when they use my address that it would not work for a PO BOX. My package has been held in the *** since July 4th 2025 and it is now the 15th of July 2025.I have tried to contact customer service via email and phones. I emailed customer service 3 times and getting automated message to correct address which I then replied but never heard back. I called several times but was put on hold for so long that I never got to talk to representative.This is the 2nd time I have dealt with Uniuni and BOTH times its always difficult and frustrating. I wish to never do business again with them and I ONLY want my PACKAGE to be delivered.

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for your message. We understand your frustration and agree this situation should have been handled more efficiently.
  Weve reviewed your case and confirmed that the parcel was returned to our warehouse due to the original address being a PO Box, which our network does not support for final delivery. Unfortunately, this wasnt flagged during initial processing, and we recognize how that created unnecessary confusion and delay.
  While your corrected address was received, it appears the second delivery was not properly booked by the warehouse. Weve now escalated this directly to the warehouse management team, and the parcel has been flagged for priority booking. You can expect movement on the delivery within the next 2448 hours.
  We understand your concerns based on your previous experience, and while we cant undo the delay, we are focused on completing this delivery as quickly as possible.
  Thank you for your patience,

  UniUni

  Customer Answer

  Date: 25/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Within 48 hours my package was delivered. However, I wish I didnt have to make a complaint for my package to be delivered, it should have been the standard for a shipping company to have a good streamlines. I imagine many other customers have similar problems looking at ********************** ratings. I hope this never happens again in the future.

  
  ****** Sungkono

• Initial Complaint

  Date:15/07/2025

  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 had 2 packages out for delivery for the past 3 days. One is for my business and is time sensitive for my customers. It was suppose to had been delivered Saturday. I have had UniUni deliver other packages to me on Sunday as well as on Monday following the 2 "missing" packages. I can understand it the driver's vehicle has broken down or what have you; but it would be professional if the lines of communication was open and you would let me just go and retrieve my package from them. If I am not able to retrieve my parcels, I would like the value of the monies spent to be recovered from the company that had the last possession of the merchandise. The 2 tracking numbers in question are: UUSC000010887030 and UUSC000010936111

  

  Business Response

  Date: 22/07/2025

  Dear Ralondra,

  Thank you for reaching out. Weve reviewed the delivery records for your parcels and can confirm the following:
  UUSC000010887030 was delivered on July 15, 2025, at 4:35 PM to:
  **************************************************************************
  UUSC000010936111 was delivered on July 15, 2025, at 4:35 PM to the same address.
  While both parcels have now been delivered, we recognize that the driver exceeded the standard 48-hour delivery window by one day. Although our drivers are expected to complete deliveries within two business days of assignment, occasional delays can occur due to routing, vehicle capacity, or scheduling constraints.
  We understand the importance of timely delivery, especially when one of the shipments is tied to your business, and we appreciate your patience as the matter was resolved. If there are any remaining concerns or if anything about the delivery is incorrect, please let us know and well address it promptly.
  Sincerely,

  UniUni

  Customer Answer

  Date: 23/07/2025

  I received the missing parcels shortly after filing and am satisfied with the outcome.
  

• Initial Complaint

  Date:14/07/2025

  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 two t-shirts from 'Unbound Merino' on June 30th, 2025. They were sent via Ascendia, and ultimately UniUni/Uniexpress for delivery There was an 'attempted delivery' on Tuesday, July 8th that didn't actually happen (I was home over the 8 hour window of conflicting delivery attempt times, no buzz or phone call). Uniexpress/UniUni then proceeded to ghost any of my communication attempts. Their phone number keeps you on hold for an unreasonable amount of time without an agent ("high call volumes" only 5 minutes into their operating day); they advertise a "chatbot" to fix issues that literally can't be found on any of their canadian websites; and the contact form to get in touch with support does not generate a response/second delivery attempt. I have been in touch with Unbound Merino to get them to sort this, or send me a new package without using UniUni. It's unacceptable and is a clear pattern of fraudulent/improper business practices by uniuni.

  Customer Answer

  Date: 14/07/2025

  Tracking - BAUNI002910014296293

  PN - *****************

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for your message. We understand how frustrating this experience has been, especially when communication hasnt met your expectations.
  Weve reviewed your parcels journey and can confirm that it was successfully delivered on July 14, 2025, at 6:50 PM to:
  *************************************************************************************************
  There was an unknown failed delivery attempt recorded on July 8, 2025, at 9:50 PM. Unfortunately, the reason for that failed attempt was not properly logged in the system, and we recognize how this led to confusion and a lack of timely updates on your end.
  Following your outreach, your ticket was escalated to our internal teams, and the warehouse successfully located and reprocessed the parcel for final delivery.
  We also want to acknowledge your feedback regarding our support channels. The extended hold times, lack of real-time updates, and difficulty accessing follow-up support are issues we're actively working to improve. Your experience has been noted and will be included in our ongoing process reviews.

  Sincerely,

  UniUni

• Initial Complaint

  Date:14/07/2025

  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.

  Ordered via TikTok shop. Order containing multiple items was to be delivered by UniUni and marked "out for delivery on 6/19". On 6/21, I called UniUni to be told that they give their drivers ***** business hours to successfully deliver a package and to wait until 6/23. I called back on 6/23 and had to wait 1 hour 40 minutes to reach someone - this time she told me that they didn't have the city or zip code on the package and that was the problem and assured me this would remedy the problem and be delivered within the next 48 hours and that I would receive an email confirmation. No email confirmation was ever received. So I filed an online inquiry to receive the following email from UniUni:Hi ********, Thank you for reaching out. We want to inform you that due to a severe tornado that recently struck the ********* area, our STL warehouse suffered extensive damage and is currently inaccessible. Unfortunately, your parcel was located in that facility and may potentially be *********** this moment, we are unable to retrieve or verify the status of parcels from that location. However, we are actively monitoring the situation and will follow up with more information as soon as we have access and further updates.We sincerely apologize for the inconvenience and appreciate your patience and understanding during this time.If you have any further questions, please feel free to contact us.Warm regards,UniUni.FIRST OFF, the tornado in ************** hit May 16th. IF the warehouse was damaged, WHY a MONTH LATER are you still routing packages through there? And as of today, July 14th, there has been ZERO DELIVERY, ZERO FOLLOW UP from UniUni. I had to battle countless times with TikTok to get items refunded. With the countless complaints about UniUni and "missing packages", this seems like an outright scam stealing packages. I now have another package "out for delivery" with UniUni for days and expecting a similar situation. Can't trust this service!!!!

  Customer Answer

  Date: 16/07/2025

  UniUni Tracking - UUS56B0857353849941

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Dear ********,
  Thank you for your message. We understand your frustration and acknowledge the difficulty you've experienced trying to get clear answers.
  Weve reviewed your support history and can confirm that your parcel was impacted by the operational disruption at our STL facility, which sustained significant tornado damage in May. While the warehouse resumed limited function shortly afterward, continued sorting and rerouting efforts caused extended delays and, in this case, the loss of your parcel during the transition to a new facility.
  We recognize that communication on this matter did not meet expectations, and we take that seriously. A senior agent is currently assigned to your ticket and will be following up within the next few hours to provide a formal resolution.
  We appreciate your patience, and were committed to ensuring your concerns are addressed directly.
  Sincerely,

  UniUni