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:01/04/2025

  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 continually delivers all of their packages to the wrong location and this isn't the first time this has happened and I am not the only one who is experiencing this problem. There is clear signage inside and outside of the mailroom telling the workers to NOT leave the package on the ground and give it to the mail clerk. It is also LARGE in BOLD text telling the driver NOT leave the package in the mailroom and instead provide it to a mail clerk. There is even signage telling the driver which addresses are accepted by that mailroom and what isn't accepted. Not only that, I provided delivery instructions to the driver. Not only did they ignore the delivery instructions, they continually leave packages in the wrong place. Several complaints and phone calls were sent to uniuni and yet the drivers keep doing the same thing and leaving all packages in the wrong place. This is my last resort to get packages delivered to the correct place. Affected addresses are as follows. ****, ******************************************************* #____ (your mailbox **********************-*******************************************************(your assigned mailbox number)************************************************************************************** Please stop leaving packages at the wrong place and follow the delivery instructions that are printed out and left right outside of the mailroom. And please stop leaving packages unattended and provide them to the mail clerk as specified.

  Customer Answer

  Date: 09/04/2025

  I just want my case escalated as it appears that the traditional customer service route through email or phone is not going anywhere. I just want my case escalated to upper management or to somebody who can actually help me with my problem. And I want them to acknowledge my problem and tell me that this problem won't happen again because when I contact them through phone or email about this specific issue, they won't respond. I just want to hear back from them telling me they know what my problem is and that they are going to follow the directions they were provided. 

  

  Business Response

  Date: 15/04/2025

  Dear ****,

  Thank you for your message. We understand your frustration and acknowledge that this is not the first time youve had to raise this issue.
  We have located your support ticket, and our agents have escalated the matter directly to the station manager responsible for your delivery area. The manager will be reviewing the complaint in detail and will follow up directly with the assigned driver(s) to ensure compliance with your propertys delivery requirements.
  We take your instructions and the posted signage at ***** mailroom seriously. While we recognize there have been prior incidents, we are committed to improving our compliance at this location. Your feedback will be included as part of the stations internal review and follow-up.
  We appreciate your patience and the opportunity to correct this ongoing issue.
  Sincerely,
  UniUni

  Customer Answer

  Date: 15/04/2025

  
  Complaint: 23142261
  
  I am rejecting this response because:
  
  It appears that the message did not go through because the exact same problem occurred yet again today and a few days go. Another package was left directly at the door or on the ground and they didn't deliver it to the correct address or even notify a mail clerk. It appears that whatever is being done clearly isn't working and being communicated with the driver. When will I be hearing from the station manager regarding this issue and when will it be fixed? 
  
  On top of that, one of my packages with tracking number UUS53J1261034252710 has been affected by this and was delivered to the wrong address. I was already told the package was lost and that the shipper needed to reach out to you. Well the shipper has already reached out to you several times and has not received a response either. When will they also be getting a response. 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 25/04/2025

  Dear Mr. ************* you for reaching out and for providing additional details regarding your deliveries.
  We have connected with our Operations team, and they have confirmed that the vendor has not yet initiated contact with UniUni to begin the claim process for your package. We kindly ask that you follow up with the vendor directly to expedite this process. Our team remains ready to assist as soon as the vendor reaches out to us.
  We understand how important it is for delivery concerns to be addressed promptly, and we truly appreciate your patience as we work through the necessary steps. Should you have any further questions in the meantime, please do not hesitate to contact us.
  Sincerely,

  UniUni

  
  

  Customer Answer

  Date: 25/04/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:
  
  I managed to get proof showing the seller has reached out to you but you have failed to respond. If you would like to directly reach out to them, you can do so via their **** store ct_********* and you should check your message system again. 
  
  On top of that, my main existing issue of UniUni misdelivered packages is still occuring. I was told the following. 
  
  "The manager will be reviewing the complaint in detail and will follow up directly with the assigned driver(s) to ensure compliance with your propertys delivery requirements.
  We take your instructions and the posted signage at ***** mailroom seriously. While we recognize there have been prior incidents, we are committed to improving our compliance at this location. Your feedback will be included as part of the stations internal review and follow-up."
  
  It appears my complaints were not taken seriously as not more than a week later, the UniUni driver yet again delivered more packages to the wrong location and outside of the mailroom. On top of that, all posted directions were ignored and packages were not provided to a mail clerk and packages were left when the mailroom was closed. You can see that with the picture I have attached. The driver completely ignored all directions. It appears that my instructions and posted signage was not taken seriously at all. When will this issue be resolved because this keeps happening and despite you reassuring me that this has been escalated and shouldn't happen again, the same issue continues to occur yet again. Either follow and listen to the posted instructions or refuse delivery to the **** area because it is clear that UniUni drivers are unable to follow directions and deliver packages to the correct location. You can see it in photos inside of the pdf attached for your reference. Several emails and phone calls were placed regarding this issue but the same thing keeps occuring. 
  
  
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 07/05/2025

  Dear Mr. ************* you for your detailed message and for providing additional proof and context. Weve forwarded both of your active complaints, regarding the misdelivery issue at **** and the seller communication concern, to our Operations Team for full review.
  We sincerely apologize for the continued delivery failures at your location, particularly after previous assurances were made. Your feedback and the photo evidence provided have been included in the escalation, and we are requesting a direct investigation and corrective action by station leadership.
  Weve also noted the communication breakdown regarding the claim with the seller ct_*********, and we will be reviewing our internal messaging system to ensure nothing has been missed. We appreciate you sharing the **** store contact and will follow up with our internal teams accordingly.
  We understand your frustration and agree that this situation is unacceptable. Please know that it is being taken seriously, and we will follow up with next steps once our Operations Team completes their review.
  Sincerely,

  UniUni

  Customer Answer

  Date: 10/05/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:
  
  It appears whatever is being done is still not enough. Packages are still being misdelivered or not being provided to the mail clerk when they are being told to. On top of that, I have checked in with the seller and they still have not heard back from you guys despite multiple attempts to reach out. You are telling me that there will be next steps and you have not provided me with what will be done and when will it be done. These issues are unacceptable and is still occuring at the time of writing. When will proper measures be put in place to ensure delivery instructions are being followed and packages are being delivered to the right place? On top of that, I even filled out the lost package refund request form on your website and it still does not work and errors out. When will that be worked on? 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 16/05/2025

  Dear **** ***,
  Thank you for your message, and we understand your continued frustration.
  We want to assure you that our Operations Team is fully aware of the delivery concerns youve raised and is actively working to address them. We recognize that repeated misdeliveries and failure to follow delivery instructions are unacceptable, and we are treating this matter with the urgency it deserves.
  Were also aware of the issue you experienced with the lost package refund form, and our technical team has been notified to investigate and resolve the error as quickly as possible.
  We understand your concerns regarding communication with the seller as well. While we cannot speak on their behalf, we can confirm that our internal teams are taking the necessary steps to close all communication gaps.
  We value your patience and want to be clear: this matter is not being dismissed. We are committed to improving and ensuring proper measures are in place to prevent further delivery issues.
  Best *****************start="1203" data-end="1206">UniUni

  Customer Answer

  Date: 21/05/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:

  It is very hard for me to accept what you are saying as true as to this day, there are still misdeliveries to the wrong location to this day and it is still occurring as I am writing this message. Even with the updated signage displayed, the drivers are still not listening to the directions. And the lost package refund form is still broken as of the writing of this email. It still doesn't do anything. Unless you can fix the form so I can get my refund this will still remain an issue. The seller hasn't told me that they have heard anything from you so we are still waiting on that as well. Have you reached out to the seller as of yet or not? 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 09/06/2025

  Dear ****,
  Thank you for your continued follow-up. We completely understand your frustration, and we sincerely apologize that this issue remains unresolved despite your efforts and the multiple communications you've had with us.
  We are currently following up with our operations team to investigate the repeated misdeliveries to your location. We acknowledge your note that even with updated signage, delivery instructions are still being ignored this is unacceptable, and your feedback is being escalated for corrective action.
  We also understand that the refund request form is not functioning as expected. We are actively working to address this issue on our end, and we will provide you with an alternative method to obtain your Parcel Issue Confirmation Letter should the form continue to fail.
  Regarding communication with the seller: we have not yet received confirmation that theyve been contacted directly. We are reviewing your case internally to determine whether this step has been completed and will ensure appropriate follow-up is made where needed. In the meantime, you are encouraged to share the parcel issue documentation directly with the seller once its been issued.
  We appreciate your patience, and we recognize that this experience has fallen short of expectations. Please rest assured that your case remains a priority until fully resolved.
  Sincerely,
  UniUni

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:
  
  At the time of writing this the form remains broken and does not work. I fill in all my information and put in my ****** just like how the form requests and I still haven't gotten my money back. Why is the form not working? I gave you all my information already so you should be able to refund me via ****** as well. If not a check will also work it should not take this long. Also, I was told previously that you were in communication with the seller but for some reason now you are not. Please reach out to them as they are unable to move forward until you confirm misdelivery with the seller as well. I already shared that documentation with the seller already but they are still waiting for you to respond. Unless you can go ahead and refund me my money, we will still be waiting for you to respond to the seller. 
  
  I really want to believe that you are trying to resolve the issues but the actions I have seen lately still indicate that delivery instructions are still not being followed. Attached is another example of the package still being delivered to the wrong place. You can clearly see in the image that the package was abandoned by the UniUni driver and left at the wrong address and house number. Despite my several complaints about this issue the same issue is occuring yet again. You can refer to the attached images for this one.  
  
  If you are not able to deliver packages correctly in the 95060/95064 zip code area then please do not offer delivery to this area as this issue has been going on for several months and every time I am promised that an investigation will be opened but the same results end up occuring yet again and again. When will this issue actually be resolved?  
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 20/06/2025

  Dear ****,
  Thank you for your message and for continuing to bring this matter to our attention.
  To clarify, the form is no longer available as UniUni no longer issues refunds directly. In your case, a Parcel Issue Confirmation Letter was already provided. This document is intended to be shared with your vendor, who is responsible for initiating and processing any refund requests.
  As of today, we have not received any contact from your vendor to verify the letters authenticity. To assist further, I kindly ask that you:
  Confirm the contact information your vendor is using to reach us.
  Provide a copy of your receipt or order confirmation for the affected parcel.
  With this information, Ill be happy to review the situation and determine if theres anything more we can do to support your case.
  We understand how frustrating this experience has been and appreciate your patience as we work toward a resolution.
  Sincerely,
  UniUni

  Customer Answer

  Date: 22/06/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:

  Hi there I have already checked with the vendor several times and they told me that they have contacted you several times using your email address listed on your website. I even provided the certificate you provided me to them and they have attempted to reach out to you via email. I already provided you the seller name and their **** shop so reaching out to them directly should not be a problem. In any case I have a receipt attached of the lost package attached. Please tell me how we can go forward with this situation. 

  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 16/07/2025

  Hello ****,
  Thank you for following up and for sharing the additional details.
  We understand your frustration and sincerely apologize for the ongoing difficulty you've encountered in resolving this matter. We have once again alerted our Operations Team regarding your case and requested confirmation of any incoming communication from the vendor. To assist further, may we kindly ask which email address the vendor is using to contact us? This will help us ensure their outreach is being directed appropriately and not delayed due to a misrouted address.
  We appreciate your continued cooperation.
  Thank you again for your patience.
  Sincerely,
  UniUni

  Customer Answer

  Date: 18/07/2025

   
  Complaint: 23142261
  
  I am rejecting this response because:
  
  Hi there I am fairly certain they are using your email ****************************************************************************************** as well as using the telephone number on your website. They also used the chatbot as well. 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:01/04/2025

  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.

  Has been sending my package to different facilities and have not received it. I have tried emailing and calling but left with no response. I am honestly angry and appalled that I spent MY hard earned money just to get scammed.

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  Thank you for your submission. We understand your concern regarding the delay with your shipment and appreciate the opportunity to provide clarification.
  According to our records, your parcel entered customs on March 21, 2025, at 3:34 PM, and cleared on April 2, 2025, at 4:03 PM. It is now en route to our UniUni sorting facility, where it will be processed and scheduled for final delivery.
  To clarify, customs clearance is handled entirely by the destination countrys customs authority, and carriers, including UniUni, we do not have control over the timelines or procedures involved. Delays may occur due to document verification, random inspections, item classification reviews, or overall customs volume.
  Regarding your concern about lack of communication, we respectfully want to correct the record.
  Your support ticket was submitted on Tuesday, April 1, 2025, at 7:19 AM
  Our agent responded with a detailed explanation on Wednesday, April 2, 2025, at 9:38 AM, well within our standard 24- to 48-hour response time.
  We understand this situation has been frustrating and want to assure you that your parcel is now moving forward. Our team remains available should you require further support or tracking assistance.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 04/04/2025

   
  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:31/03/2025

  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 $400 worth of clothes from tiktok shop and I live on a military base. UniUni decided to pick up my packages despite them not being able to deliver on military installations per their websites. I called to change the address since my package failed to deliver, and they had me on hold for nearly an hour, with the automated system saying "your call will be answered in 5min". The man who answered my call was not nice, and copped an attitude with me when I said I had 6 different tracking numbers. He said that only 2 of the packages could be sent to a different address, and that the other 4 packages would need to go back to their warehouse before I can do a change of address. First of all, why in the heck would you pick up my packages that clearly state ___AFB on it when you know you can't deliver to my house? Now I'm having to wait for something that might never come. My other packages were picked up by **** and OnTrac and they delivered just fine, so I'm not sure why UniUni took my other ones and are giving me issues now.

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  Thank you for sharing your concerns. We understand how frustrating this experience has been, especially considering the value of your order and the delivery restrictions involved.
  Our records show that the following parcels were successfully delivered on March 31, 2025, to the address originally provided:
  UUS53U1192074580961 Delivered at 2:18 PM
  UUS53U1635074495074 Delivered at 2:17 PM
  UUS53T1192071168157 Delivered at 2:17 PM
  Delivery address:
  ***************************************
  Please note that tracking number UUS53T133071001344 could not be found in our system. We ask that you double-check the number so we can further assist.
  To clarify UniUnis policy: we do not support delivery to military installations, including any address located on an AFB or similarly restricted site. This restriction is part of our operating procedures and is shared with vendors at the time of parcel assignment. Unfortunately, despite this, your vendor assigned UniUni as the carrier in this instance.
  When parcels are undeliverable due to military access restrictions, they must be returned to our warehouse before any address change or redelivery attempt can be processed. While we regret the inconvenience, this process ensures we follow security protocols and vendor instructions.
  Regarding your customer service experience, we take your feedback seriously and are escalating your report for internal review. While not all parcels can be redirected, we expect all customers to be treated with professionalism and respect.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23138926
  
  I am rejecting this response because: how are the customers supposed to know the policies you have in place before making purchases? I ordered from a vendor without any knowledge of the delivery company. I am lucky to have a local address with family to re-route my packages, but other military members living on military installarions might not. It sounds like something you guys need to figure out on your end. Getting commercial access onto base is NOT difficult, it sounds more like you don't want to go through the process, which makes it unfair to military members who are just trying to get their purchases. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/04/2025

  Dear Ms. ****************** you for taking the time to share your concerns. We understand your frustration and want to sincerely acknowledge the points you've raised.
  You are absolutely right, most customers arent made aware of the delivery carrier or its limitations at the time of purchase. That decision lies with the vendor, and unfortunately, UniUni is not always visible to customers during the checkout process.
  With that said, UniUni currently does not deliver to PO Boxes or military installations, and this policy is consistent across our network. These delivery restrictions are due to operational limitations and access control requirements that are not always compatible with our delivery infrastructure. While we understand that some bases may allow commercial access, our current service model does not support base entry or deliveries to restricted government locations. These decisions are made at a higher operational level and are not within the scope of our front-line support teams to change.
  We do appreciate your suggestion, and we have shared your feedback with our Operations and Logistics teams so that it can be reviewed at the appropriate level. The ability to service military members more equitably is an important consideration, and your perspective will be included in ongoing service evaluations.
  In the meantime, your parcel has been returned to the vendor, and we recommend reaching out to them directly to arrange for either a refund or reshipment to an alternative residential or commercial address.
  Thank you again for your service, and for giving us the opportunity to hear your feedback directly.
  Sincerely,

  UniUni

• Initial Complaint

  Date:31/03/2025

  Type:Facilities 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.

  ******* supposedly delivered my package today on 3/27/25. I even saw them take the delivered photos and made it appear it was on my patio. But it was nowhere to be found on my property. I filed a complaint as this is not okay that the Uni Uni driver must have kept my order. This is unacceptable that the driver took my package.

  

  Business Response

  Date: 25/04/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns.
  We have reviewed your case and can confirm that your support ticket was submitted on March 27, 2025. A reply was sent to you on March 31, 2025, requesting confirmation of your tracking number, as the number provided (UUS53MO569047546329) appeared to be invalid in our system.
  To proceed with your investigation, we kindly ask that you respond to the original support ticket with the correct tracking information. Once received, our team will be able to follow up promptly to assist you further.
  We appreciate your patience and the opportunity to resolve this matter.
  Sincerely,

  UniUni

  Customer Answer

  Date: 28/04/2025

   
  Complaint: 23126291
  
  I am rejecting this response because: There was no apology from Uni Uni  and the driver apparently took the delivery.  They took photos to make it appear it was delivered. I did have the correct tracking number so I am not satisfied with their lack of investigating the delivery driver.  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/05/2025

  Dear Ms. *************** you for your response.
  At this time, we are unable to proceed with an investigation as the tracking number provided is invalid, and we have not received an updated tracking number from you. Without a valid tracking reference, we are unable to locate the parcel or investigate the delivery details.
  Once the correct tracking number is provided, we will be happy to look into the matter further.
  We appreciate your understanding and look forward to your reply.
  Sincerely,

  UniUni

• Initial Complaint

  Date:31/03/2025

  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 am filing a formal complaint against UniUni for repeated failed delivery attempts, neglect of delivery instructions, and unprofessional customer support. This issue has occurred on three separate occasions and remains unresolved.Despite clear instructions to call upon arrival at my apartment gate, UniUni drivers have consistently ignored them. On March 27, 2025, I personally witnessed a driver arrive in a red car, take a photo of the security gate, and then leave without attempting delivery or contacting me. I was present outside, and the driver did not have a package in hand. I have surveillance footage documenting this incident. I know it was her because minutes later, the package was marked as failed delivery. Despite the fact that there are multiple people outside including myself who could've opened the gate for her.Additionally, I have proof that similar delivery attempts were made on March 22, 2025, and March 25, 2025, under identical circumstances. I waited outside for twelve hours on March 27, from 7:00 AM to 7:00 PM, yet I still have not received my package.When I contacted UniUni customer support regarding these issues, I was repeatedly hung up on. When I eventually spoke with a representative, I was falsely informed that March 27, 2025, was the first delivery attempt. This is inaccurate based on my evidence.The continuous disregard for delivery instructions, combined with unprofessional customer service, is unacceptable. I request an immediate investigation into these incidents, appropriate corrective action regarding the delivery procedures and customer support, and assurance that future deliveries will be handled properly.I will include the tracking number for my order, and a receipt. If my package is not delivered soon, I will request a FULL refund from this company.Order Number (Package - Commense)Track17: UK077971165YP UniUni Tracking Number (same package) : UUS53H0457032169139 Commense Order Number: #C11532826

  Customer Answer

  Date: 31/03/2025

  Hi I received it yesterday. They sent out a new delivery driver to deliver my package.

• Initial Complaint

  Date:27/03/2025

  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.

  Hello, I placed my order on AliExpress and I have never had any problems with there delivery until this time. I have never heard of UniUni and found it skeptical, so I read reviews online and came to find out many other people have problems with their delivery. I am having this problem my package was ****ed as failed delivery when I was sitting outside all day waiting for someone to come by a drop off my package. I later on received an email and message saying failed delivery. Prior to this my package had been ****ed as being out for delivery or about two days already that was the first red flag. Anyways tomorrow hits the 48 hour **** for the retry of my package attempting to be delivered a I would please just want my package to arrive tomorrow and not get lost if not a loyal customer will be lost.

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  Thank you for your feedback. We understand how important it is for deliveries to be reliable and appreciate the opportunity to address your concern.
  Our records confirm that your parcel was successfully delivered on March 28, 2025, at 5:44 PM to the following address:
  *****************************************************
  This delivery was completed within the standard retry window following the initial attempt. We recognize that receiving a failed delivery notification beforehand may have caused confusion, and we understand your concern, especially after actively waiting for the parcel.
  Delays or retries can occasionally occur due to access-related challenges, route timing, or volume fluctuations, but were pleased to confirm that your delivery was successfully completed the following day.
  We appreciate your patience throughout this process and remain committed to improving the overall delivery experience.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:27/03/2025

  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.

  Umini wrongly delivered this package addressed to an ASD 20 school bus station mechanics building to my home address. I made several attempts to have the driver come back to my home to pick up the package by speaking with customer service as well as opening up a ticket so they can deliver it to the correct address, but the ***** customer service representative I spoke to said they won't send anyone back to my home to pick up the package, even though the driver failed to deliver the package to the address on the package. And, no one got back to me regarding the ticket I opened. Why won't they take responsibility for delivering the package to the wrong address by picking it up asap and delivering it to the correct address?

  Customer Answer

  Date: 31/03/2025

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

• Initial Complaint

  Date:26/03/2025

  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.

  On February 18th, 2025 I spent $75.89 on an order being handled and shipped by UniUni. A few weeks later I received an email informing me that it is unable to be delivered due to an incorrect address, I then realized I had forgotten the house number on the address. The package now returned to the warehouse located in *********. In attempting to fix this I send an email and am met with no prevail, I then contact customer support and add the house number to the address detail. 2 weeks later, I received another email saying this address is outside the service area. Its not like I have a separate house in *********, and why wont they send me a package they were able to send out when the 1st delivery attempt was able to?? Doesnt make sense.If Im unable to get my package that I spend my money on, Id at least want my money returned.

  

  Business Response

  Date: 02/04/2025

  Dear Melan,

  Thank you for bringing this matter to our attention. We understand how frustrating it can be when a delivery cannot be completed and appreciate the opportunity to clarify the situation.
  Following your initial order placed on February 18, 2025, your parcel was shipped using the address provided at the time of purchase. When it was returned due to a missing house number, you followed up and updated the address with our **************** Team. However, after reprocessing, our warehouse confirmed that the revised address is outside of UniUnis designated delivery service area.
  To clarify, the vendor selects the delivery carrier at the time of purchase, based on address and availability. Our systems are designed to validate serviceability, but in this instance, it appears the parcel was assigned to UniUni in error. As we are unable to complete delivery to the revised address, the parcel is now being returned to the vendor.
  At this stage, we recommend that you contact your vendor directly to discuss next steps regarding a refund or replacement, as they will be able to assist you in accordance with their policies.

  Thank you,

  UniUni

  Customer Answer

  Date: 02/04/2025

   
  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:26/03/2025

  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.

  ******* is a scam - a disingenuous "company" that has no integrity or strive to provide decent services. It seemingly has zero regard for its customers and its customers customers - and no accountability for its subpar service. The customer service line and ticket options are a vast waste of consumer time - I have spent, collectively, HOURS waiting on hold. My call log shows five calls to UN UNI in the last 24 hours. I endured extremely high wait times and twice I eventually made contact with a ******* representative, and was ultimately disappointed as he was of no help - offering me empty promises with no real ***** to back up his promises. I have issued two customer support tickets that went unacknowledged. The company wrote to me on 3-24-2025 with a "failed delivery attempt" which is a blatant lie (and in reviewing the complaints here, a commonly used lie). I was at home the entire day - no delivery attempt was made. I have packages delivered to my home, like most consumers, 24-7. As consumers, when we pay for a service, we expect results. I have waited for this package to be delivered for two weeks, and now it is FINALLY and ALLEGEDLY in my city yet "can't be delivered." When I finally connected with the agent I pried for details such as "what type of vehicle will the driver be making said delivery" and "what is the ****** he had no answers for me. How do you resolve? (1) I want my package. (2) This business needs to be investigated. (3) Consumer class action complaint (to the extent one does not already exist - to which I would be surprised). There has to be consumer recourse here. The extreme high wait times when attempting to make contact with a customer service agent, and the vast amount of negative experiences here on this website, are evidence of historical fraud by *******. I intend to proceed with a civil complaint if not addressed ****.

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  Thank you for sharing your concerns. We understand your frustration and the time youve spent attempting to resolve this matter, and we appreciate the opportunity to provide clarification.
  We can confirm that your parcel was successfully delivered on April 1, 2025, at 5:43 PM to the address provided:
  ********************************************************************* A proof of delivery email, was sent to your email on file as confirmation.
  We acknowledge your feedback regarding your experience with our Customer Support channels. In response, we are initiating a full internal review of the following:
  The call logs related to your case to assess wait times, call handling, and the quality of agent interactions.
  The support tickets you submitted to determine response timelines and ensure proper follow-through.
  We take service complaints seriously and are committed to identifying any breakdowns in communication or process that contributed to your frustration.
  While your parcel has now been delivered, we recognize that the experience did not meet your expectations. We are actively reviewing your case to improve how we handle similar situations going forward.

  Sincerely, 

  UniUni

• Initial Complaint

  Date:24/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is about UniUni which is delivery service company similar to ***, *****, etc. They are responsible for delivering a package which originally shipped from **** which is a retail company similar to ******. The status of the package was updated as OUT FOR DELIVERY on March 21st. I called UniUni multiple times that day to report that the package was NOT received. A notification was sent to me advising that the package was delivered at 3:29 p.m. along with a photo of the package. In the picture it became very clear that the photo was taken in the delivery truck as I could identify the arm rest and the levers to open and close windows and NOT the delivery spot. Each (2) person I spoke with disconnected the call after approximately a minute. It is now 2 days later and I have nothing. A few tickets were created online and submitted but that doesnt get any positive results or get any response regarding this case. The standard turn around time for an answer is 24 - 48 hours according to their procedures. The package is important and contains expensive items. I did what I could to follow up on the package, but it seems like nothing works to the benefit of the consumer. The information UniUni provides is not correct, not responsible and careless. Could this be a scam? Im hard pressed to believe they CANNOT locate this parcel, even with tracking numbers. The purpose of this complaint is to seek assistance from BBB and also for the benefit of other consumers.

  Customer Answer

  Date: 24/03/2025

  Thank you For your response ******.  The tracking number from UniUni is UUS53C083601678638

  

  Business Response

  Date: 02/04/2025

  Dear ****,

  Thank you for your submission. We appreciate the opportunity to respond and clarify the delivery process in your case.
  Your parcel was marked as delivered on March 21, 2025, at 3:29 PM to the following address:
  **************************************************************
  The proof of delivery photos associated with this delivery are included in this response. While one of the images may appear to have been taken from within the vehicle, we can confirm that multiple photos were captured, one at the GPS-confirmed delivery location, and another at the final drop-off point within the building.
  UniUnis protocol includes collecting both GPS and drop-off images where possible, and in this instance, those standards were met. The images are part of our standard delivery documentation process and help confirm that the delivery was completed to the address provided.
  Please note that these delivery photos, along with future delivery details, can also be accessed by visiting ****************************** and entering your postal code ********* (no spaces) into the tracking field.
  Regarding your support history:
  A ticket was submitted on Friday, March 21, 2025, at 1:57 PM,
  Our agent responded at 2:09 PM requesting a photo of your door or lobby to help verify the delivery location,
  You responded, indicating that all entryways were identical and that no delivery had occurred,
  A Parcel Issue Confirmation Letter was issued to you on Tuesday, March 25, 2025, at 8:33 AM, which you are instructed to submit to your vendor to either discuss a replacement/refund or another option that is suitable to there own processes and procedures. 
  The case was then marked as resolved.
  We understand that misunderstandings can occur, especially in high-density buildings where drop-off areas may look similar. However, based on the tracking data, timestamps, and delivery photos on record, we are confident that the parcel was delivered as addressed.
  If further assistance is required, you are welcome to reach out again through your original ticket, and our team will be happy to review any additional details.
  Sincerely,

  UniUni