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: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.

  Package was delivered 7/16/25, female driver delivered package and then wrote my house number, in permanent marker on my front door. A man was with her and stood at the car and watched the entire situation happen. My door is ruined and has to be repainted because of this. I have video footage of this happening, a picture of the driver and the man who was with her, the car they drove in and pictures of my front door. I havent been able to get ahold of anybody at UniUni. Ive sent an email, was on hold for an hour and have tried several times to file a complaint on their website and each time I do it quits out of the complaint and doesnt allow it to be sent.

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Thank you for bringing this incident to our attention. We take this matter very seriously and want to ensure its properly investigated and escalated to the appropriate team.
  To move forward, well need the tracking number associated with your July 16, 2025 delivery. If you're unable to locate it, you can also provide the name of the sender (vendor or platform) and your full delivery address so we can assist in locating the record internally.
  Once we have that information, well initiate a formal review and follow up with the next steps.
  Sincerely,

  UniUni

  Customer Answer

  Date: 24/07/2025

   
  Complaint: 23612441
  
  I am rejecting this response because:

  My tracking number: Uus57e1198508651222

  Address: ************************************************************************************************
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 05/08/2025

  Dear ********,

  We acknowledge your complaint and understand the frustration and concern this situation has caused. Having your property marked during a delivery, especially in permanent marker, is entirely unacceptable.
  This is not reflective of the standards we hold at UniUni. We expect all representatives acting on our behalf to conduct themselves professionally, and we take incidents like this seriously.
  Your complaint has been escalated to our warehouse management and regional operations teams for formal investigation. Supporting materials, including images and video, are being reviewed to ensure appropriate accountability is taken. A follow-up will be provided within 48 hours by the warehouse leadership team.
  We also acknowledge your difficulty reaching our support team. That breakdown in access is being addressed internally to improve both technical and service response reliability moving forward.
  We appreciate you documenting this matter and bringing it forward. Our focus is on resolving it properly and preventing anything similar from occurring again.
  UniUni.

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23612441
  
  I am rejecting this response because:
  I appreciate that the complaint is being escalated to management. I would like to know if there is a way that we can communicate further thru email. If so my email is **************************** Thank you. 
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 14/08/2025

  Dear Ms. ******************* you for your response. While we are unable to move the conversation outside of the BBB portal, I want to ensure your concern has been addressed in full.
  Could you please confirm whether your issue has now been resolved to your satisfaction? If not, we are happy to review the matter further and work toward an appropriate resolution.
  Sincerely,

  UniUni

  Customer Answer

  Date: 15/08/2025

   
  Complaint: 23612441
  
  I am rejecting this response because:
  You havent presented a way to resolve this matter. I appreciate you escalating it to a higher department but that doesnt help the fact that I have to pay to repaint my entire door, which is not cheap. My property was defaced by a driver employed by your company and your resolution is to escalate to a different department. Thats not ok. 
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 24/08/2025

  Dear ********,

  Hello Ms. ******************* you for bringing this matter to our attention. We want to assure you that your case has not been overlooked. To ensure it receives the attention it requires, we have created a new support ticket and assigned it directly to our VIP Client Relationship Manager for better visibility and direct oversight.
  We have also escalated your concern again to our upper-level Operations team, as the warehouse and contractor had not provided the necessary updates. Your case is being closely monitored, and you will receive follow-up directly as soon as additional information is available.
  We apologize for the delay you have experienced and appreciate your patience as we work to ensure this matter is resolved appropriately.
  Sincerely,
  UniUni

  Customer Answer

  Date: 26/08/2025

   
  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,
  
  ******** *********

• 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

• 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.

  ****** has failed to deliver all 2 of my packages multiple times, and now Im awaiting a 3rd delivery attempt on both of my packages. Ive told them to use another address hoping that this will finally work. UniUni has also claimed that the packages were rejected but I have a ring camera at my front door showing that the drivers have failed to show up 4 SEPARATE TIMES. This is totally unacceptable. Frankly, I have no confidence that my packages will be delivered at all. Not to mention, their customer support has hung up on me multiple times when trying to address this issue.

  

  Business Response

  Date: 22/07/2025

  Dear *********,

  Weve reviewed both of your packages and want to provide a clear update on their status, along with context around the recent delivery attempts.
  Tracking UUS56Q0464411265923 was successfully delivered on July 16, 2025, at 7:31 PM to:
  ****************, *******, GA *****, ****
  Tracking UUS56P0469409827823 has been booked for a second delivery as of July 19, 2025, at 10:17 PM and is currently waiting to be assigned to the next available delivery route. This is expected to occur within the next 2448 hours.
  The previous failed attempts were marked as Contact Failed and Inaccessible, which occurred because the original shipping information did not include a valid phone number for the driver to use at the time of delivery. Without a way to reach you and confirm access, the location was marked as undeliverable.
  We understand the frustration of seeing repeated delivery attempts without success, especially when youve been actively trying to resolve the issue. Now that **** received updated delivery instructions, including the alternate address, we will ensure this next attempt is prioritized for delivery.

  Thank you,

  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.

  I live in an *******. There a sign in front of office that all mail goes there. Instead, they keep coming to slot 6. One guy I caught delivering thought Highway 6 meant 6. I have a sign in my porch, no mail here, go to office. Im begging to believe they dont read English.

  Customer Answer

  Date: 16/07/2025

  I am the person ******* delivered package to instead of office. The seller and delivered to are on the package. I want ******* stop stop delivering packages on my porch instead of office. I receive at least one a month for people who live in the park. Uni Uni obviously can read or follow directions. I keep telling support that the address is for office, not for my RV slot. One driver pointed to Highway 6 and at my spot. I told him no. Highway 6 is the road. Deliver to office.

  

  Business Response

  Date: 22/07/2025

  Dear *****,

  Thank you for bringing this matter to our attention.
  We understand how frustrating it must be to repeatedly receive parcels that are not addressed to you, especially when youve made every effort to redirect deliveries to the proper location within your RV park. We also acknowledge your concern regarding signage and prior communication being overlooked.
  Weve escalated this issue to our warehouse and dispatch teams to ensure all future deliveries to your park are routed correctly to the designated office rather than individual slots. Drivers will be reminded to follow posted signage and confirm address accuracy before completing a delivery.
  We sincerely apologize for the inconvenience and the disruption this has caused. Your feedback is important and will help us improve our routing accuracy and delivery standards.
  Thank you again for taking the time to notify us.
  Sincerely,

  UniUni