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:27/05/2025

  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 4 products from ***** on May 11, 2025 and uniuni stated they would deliver the product by May 22, 2025, but they have yet to deliver the products. They have claimed that they have attempted to deliver the products about three times but this has not happened, as the drop off location has not seen them try to deliver the packages. First they claimed the business was closed when it was not, then they claimed that the address was wrong, but that was also false. I have contacted customer service x5 but they provide with the same answers that were provided above. I would just like to receive my packages.

  

  Business Response

  Date: 05/06/2025

  Dear *****,

  Thank you for bringing this to our attention. Weve reviewed the delivery history for your ***** order placed on May 11, 2025 and can confirm that the parcel was successfully delivered to:
  ************************************************************
  on June 3, 2025 at 10:24 AM.
  We understand that you were expecting the delivery by May 22 and that the delays, along with the inconsistent delivery attempt updates, have caused significant frustration.
  According to our delivery logs, multiple attempts were made, and our system recorded initial issues such as business closure and address discrepancies. That said, we acknowledge your report that the business was open and the address was accurate. We take these discrepancies seriously and will escalate your feedback to our operations team for further review to prevent future occurrences.
  If you have not yet received the parcel despite the delivery confirmation on June 3, we recommend checking with the front desk, reception area, or mailroom at the drop-off location. If you are still unable to locate the parcel, please let us know immediately so we can initiate an investigation.
  We sincerely apologize for the inconvenience caused and appreciate your continued patience. Please dont hesitate to reach out if further assistance is needed.
  Warm regards,

  UniUni

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23381868
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:26/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A parcel of items that I ordered from **** was received by UniUni at *******, ** on May 16, 2025 at 12:16 a.m. This tracking information is shown on the attached copy of UniUni tracking status. My parcel from **** was supposed to be delivered no later than May 23, 2025. I checked tracking status between May 17, 2025 and May 25, 2025. The tracking status has not changed since May 17, 2025 at 4:01 a.m. where the status states "Parcel sent to local UniUni warehouse for delivery **********". I have contacted UniUni a number of times via their chat bot, as well as contacting their customer service. ******************** response to me is that the parcel is on track and progressing as it should be. I told them that it is not; UniUni tracking has not been updated since the parcel arrived in ******* on May 17, 2025 and to date I have not received my parcel. Attached is Temu tracking status and UniUni tracking status.

  

  Business Response

  Date: 05/06/2025

  Dear ******,

  Thank you for taking the time to share your concerns. We sincerely apologize for the inconvenience and frustration caused by the delay and lack of tracking updates related to your parcel.
  After reviewing the full delivery timeline, we confirm that your parcel was received by UniUni at our *******, ** facility on May 16, 2025, at 12:16 AM. It was transferred to the Vancouver Island delivery network and recorded as sent to local UniUni warehouse for delivery *******, ** on May 17, 2025, at 4:01 AM.
  We understand your concern that no further tracking updates were visible between May 17 and May 25. This gap occurred during interfacility transfera leg of the journey that, due to current system limitations, does not generate scan events until the parcel arrives at the next operational hub. While the parcel remained in transit during this time, no location-specific scans were available, which unfortunately prevented our support agents from offering more detailed updates.
  We acknowledge that this limitation can lead to confusion and dissatisfaction, particularly when expected delivery dates pass without new information. While we strive to provide as much visibility as possible, there are segments in our delivery networkparticularly in regional or cross-water transferswhere scan data is limited until the parcel is physically received at the next facility.
  Your feedback is appreciated, and we apologize that the service did not meet your expectations in this instance. We remain committed to transparency in what can be realistically provided within the scope of our tracking system and logistics model.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/06/2025

   
  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:26/05/2025

  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 a package with AliExpress. The package was shipped from ***** with *** Express, but when it passed through customs it was given to UniUni for last-mile delivery. The package arrived in my local delivery center on 5/15 in **********, ****. The package has been out for delivery 4 times in the past 10 days, and all 4 have failed. Ive spoken with customer service agents 8 times, and every employee says something different. 2 of the 8 agents were extremely rude and hung up on me. One sounded like she was drunk or on hard ****** drugs because she was slurring her words, and breathing heavy. One employee said the company cant deliver to my mailing address (which is listed on the package label) because it is a *** Store where I rent a mailbox. I asked if they could update my address and they said they can only submit that request when the package is returned to the warehouse, but the tracking would update to say 30 days return to office center. The tracking has never updated to show the package has returned to the warehouse. The agent also said the company policy is to only attempt delivery twice, then the driver is required to return the package to the local warehouse. The driver has had my package for 10 days and has never returned the package. The driver keeps marking the package out for delivery and then delivery failed 4 times now. The customer service agent told me this usually happens when the driver steals a package. I contacted the seller on AliExpress for a refund but the seller cant refund me because the platform AliExpress keeps my money until they receive proof of delivery from UniUni, and then they send the money to the seller. I contacted AliExpress customer service and they also told me they cant refund my money until they receive confirmation of delivery. So now I have been robbed by UniUni, and they dont list the location of the warehouse so I cant even drive there locally to try to get my package. And AliExpress will never refund me.

  

  Business Response

  Date: 05/06/2025

  Dear ******,
  Thank you for taking the time to share your experience. We sincerely apologize for the delivery challenges and the service breakdowns you encountered. Your concerns are fully acknowledged, and we deeply regret the inconvenience this situation caused.
  Following a comprehensive review, we confirmed that your parcel experienced repeated delivery failures due to an address conflict related to a commercial mailbox location. This required manual intervention to validate the address and proceed with resolution. While our standard process limits the number of delivery attempts, this case was escalated for extended handling due to the circumstances.
  We also conducted a detailed audit of your interactions with our customer service team. We are truly sorry for the unprofessional and inconsistent responses you described. This falls far below our service standards. Appropriate corrective action and coaching have been implemented to ensure accountability and prevent recurrence.
  We are pleased to confirm that your parcel was successfully delivered as follows:
  Date & Time: May 26, 2025, at 8:12 PM
  Delivery Address: ********************************************************************************
  We appreciate your patience throughout this matter. Your feedback has been taken seriously and has directly contributed to our internal quality improvements. We remain committed to providing a higher standard of service going forward.
  Best regards,
  UniUni

• Initial Complaint

  Date:26/05/2025

  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.

  May 13 package was apparently out for delivery I contacted you May 13 after it was not delivered and they said that it would be delivered within 72 hours I explained that I spoke to the driver and he had another package but this one he he did not have May 16 says the delivery was attempted and that they would schedule a second delivery attemt May 19 they said they attempted a second delivery, which was also a lie I spoke to a unique customer service. They sent me a letter to send to the person. I bought this from saying that it was lost and then ***** 22 they said that the package was in ********* to pick up not giving me a location and then at the same time, they alsosaid that it was in *********** and they told me to contact you. You need to schedule a delivery. Ive contacted you unique, probably 15 times being on hold for over an hour every single time and they keep saying its lost but because tracking keeps updating say they are attempting delivery which is a lie the person I bought this from will not refund me or replace it and I keep asking them why theyre lying about attempting delivery and then I asked them why theyre lying about it being a Kitchener or is it in *********** and then I try to reschedule a delivery and theytold me that they cant do that because its scheduled is lost except for tracking says otherwise, so I want to know where my package is why stealing and why youre lying delivery drivers did not attempt to deliver this package and why are you telling me its lost if its supposedly assigned to a driver and supposedly in Kitchener, but I have no address to it up in Kitchener so I dont understand why you guys are lying and Ive been waiting for now a week for a supervisor to callme and I keep getting told 02 to 3 hours will contact you, which is also a lie

  

  Business Response

  Date: 05/06/2025

  Dear *****,
  Thank you for reaching out and for your continued patience. We understand how frustrating and exhausting this situation has been, and we want to assure you that we are treating your concerns with urgency and care.
  While our system shows that your parcel was marked as delivered on May 30, 2025 at 3:36 PM to ****************************************************************, we recognize that your delivery experience has included multiple conflicting updates, missed commitments, and unacceptable delays in communication.
  We are currently conducting a full audit of this case, including:
  Verifying all delivery scan records and ******** from the assigned driver
  Reviewing all contact points and support tickets related to your inquiry
  Investigating why escalation attempts and supervisor callbacks were not properly actioned
  We also acknowledge the conflicting information regarding the parcel's location (Kitchener vs. Mississauga) and failed delivery attempts, and we agree that this must be clarified and corrected.
  If you still have not received the parcel, please confirm whether there are any secure drop-off points at your residence where it may have been left, and we will include that in our investigation.
  We sincerely apologize for the experience youve had so far. Your case is being handled as a priority, and we are committed to providing a resolution as quickly and transparently as possible.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/06/2025

   
  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:13/05/2025

  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 bought the item on March 24th and was expected to ship in June, mind the package was 118.43(including shipping) and shipping itself was 19 dollars. I starting shipping on April 14th and it was suppose be out for delivery on April 20th ( UUS54F0564151796820)the next day I got news that the package was a failed attempt due to wrong contact info and it was send back to the warehouse and I called UniUni Costumer support on April ********************************************************************************************* receive a ticket from 1-3 business days but didnt for the past 2 weeks now. I was worried about the package delivery because I payed a lot for it of course and decided to call them back on May 12th just for a guy on the phone to hang up immediately. At this point I just want to know when my package will do its second delivery and if the contact error was resolved or sorted out and an ETA on when its arriving

  

  Business Response

  Date: 16/05/2025

  Dear Julien,

  Thank you for sharing your experience, and we sincerely apologize for the inconvenience and lack of follow-up you've encountered.
  We've reviewed your case for tracking number UUS54F0564151796820. The parcel was originally marked with a failed delivery due to a contact information error, and it was returned to the warehouse for resolution. While a second delivery attempt should have been arranged after your initial call on April 26, we acknowledge that the follow-up and communication did not meet expectations.
  Weve now highlighted this parcel to our warehouse team for priority rebooking, as it appears that step was previously missed. Our team is currently working to confirm the contact information and finalize the redelivery.
  We understand the value of your order and how important it is to receive clear, timely updates. Well continue to monitor this closely and ensure youre informed as soon as the new delivery is scheduled.
  Best *****************start="1210" data-end="1213">UniUni

• Initial Complaint

  Date:13/05/2025

  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.

  **** order was supposed to be delivered April 29-May 5. It is now May 13. There has been 0 updates since April 29 when they recieved the package. **************** is impossible to reach and continues to provide empty promises of updates. They say they will contact within 24 hours and do not. It's clear they have lost or stolen the package but refuse to admit it and are stalling/ignoring.

  

  Business Response

  Date: 16/05/2025

  Dear ***********,

  Thank you for your feedback, and we understand your concern regarding the delay.
  Weve reviewed your parcel and can confirm it is currently in a Processing Delay status. This means the parcel is temporarily unlocated within our network. In these cases, our warehouse initiates a 14-day lost parcel procedure, which includes checking the facility and following up with the driver to exhaust all possible recovery efforts.
  While we understand the frustration, we want to reassure you that in approximately 80% of these cases, the parcel is located and continues in transit. You may continue to monitor the tracking page for real-time updates. If the parcel is not found within the investigation window, we will update you with the final outcome.
  We appreciate your patience and remain committed to resolving this properly.
  Best *****************start="1196" data-end="1199">UniUni

  Customer Answer

  Date: 21/05/2025

   
  Complaint: 23322356
  
  I am rejecting this response because:

  This is not even true. It's confirmed as lost, yet I continue to pay interest because this company and **** continue to play games 

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

  

  Business Response

  Date: 05/06/2025

  Dear ***********,

  Thank you for your patience as we investigated the delay regarding your **** order.

  Weve reviewed your case and can confirm that the parcel was officially marked as missing on May 15, 2025, at 16:02. As per our standard recovery protocol, our team conducted a full internal search, including checks at the warehouse and with the assigned delivery vehicle. This process typically spans up to 14 business days, during which time were able to locate and deliver a large percentage of parcels.

  However, in this instance, the parcel was ultimately confirmed as lost. We understand how frustrating this experience has been and extend our sincere apologies for the delay and the lack of timely updates you experienced throughout the process.

  The vendor has since been notified and credited for the lost parcel. As a result, you should have already received a refund or credit from them directly. If that has not yet occurred, we encourage you to follow up with the vendor to confirm the status of the refund.

  Again, we apologize for the inconvenience and appreciate your understanding.

  Sincerely,

  UniUni

  

  Business Response

  Date: 05/06/2025

  Dear ***********,
  
  Thank you for your patience as we investigated the delay regarding your **** order.
  
  Weve reviewed your case and can confirm that the parcel was officially marked as missing on May 15, 2025, at 16:02. As per our standard recovery protocol, our team conducted a full internal search, including checks at the warehouse and with the assigned delivery vehicle. This process typically spans up to 14 business days, during which time were able to locate and deliver a large percentage of parcels.
  
  However, in this instance, the parcel was ultimately confirmed as lost. We understand how frustrating this experience has been and extend our sincere apologies for the delay and the lack of timely updates you experienced throughout the process.
  
  The vendor has since been notified and credited for the lost parcel. As a result, you should have already received a refund or credit from them directly. If that has not yet occurred, we encourage you to follow up with the vendor to confirm the status of the refund.
  
  Again, we apologize for the inconvenience and appreciate your understanding.
  
  Sincerely,
  
  UniUni

• Initial Complaint

  Date:12/05/2025

  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 placed my order to be shipped on 4/9/25 by UniUni. After 16 days (4/26/25) my package was supposed to have arrived but it didn't. I then called their customer service and they told me that the delivery driver was unable to access my home address to complete the delivery, which is completely untrue. Their is no gate or any other type of barrier that would impede the delivery driver from dropping off the package. After, I scheduled a re-delivery attempt which they claimed would be done after 10 business days. 10 business days later, still no package. I have called multiple times asking whether or not I would ever receive my package, to which they claimed that my problem would be taken up with a higher team and that I would receive an email in ***** hours. I still have yet to receive an email. It's been a total of 33 days of just lying and 0 transparency about when I would get my package. All I ask is to get my stuff and if not, a refund for the $78.03 I spent.

  

  Business Response

  Date: 16/05/2025

  Dear Amr,

  Thank you for sharing your experience, and we understand how frustrating this situation has been.
  After reviewing your case, we can confirm that the parcel originally scheduled for delivery on April 26, 2025, was ultimately deemed lost in transit. We sincerely apologize for the extended delays, inconsistent communication, and the inconvenience this has caused.
  A parcel issue confirmation email was sent to you on Wednesday, May 14, 2025, at 3:01 PM. This document serves as official confirmation that the delivery was unsuccessful and should be submitted to your vendor to request a refund or replacement.
  While UniUni is responsible for the delivery process, we do not handle payments or order fulfillment directly. The vendor will initiate the refund process once they receive confirmation of the delivery issue. If they require further details, we are available to provide additional verification upon request.
  We truly regret the experience you've had and appreciate your patience as we worked to clarify the outcome.
  Best *****************start="1293" data-end="1296">UniUni

  Customer Answer

  Date: 30/05/2025

   
  Complaint: 23316218
  
  I am rejecting this response because the parcel confirmation issue email was sent to the vendor and has awaited verification from the logistics provider of UNIUNI for *********************************************************** contact with your logistics provider.
  
  Sincerely,
  
  Amr **********

  

  Business Response

  Date: 09/06/2025

  Dear Amr **********,
  Thank you for your message.
  We understand your concern regarding the unresolved status of the parcel and the lack of verification received by your vendor following the submission of the Parcel Issue Confirmation Letter. We acknowledge that this matter has now been pending for ******************************************************* line with our service standards.
  Please be assured that we have escalated this directly to our operations team with a request for immediate follow-up. We are asking them to issue the required verification directly to your vendor through our logistics provider to prevent any further delay.
  Your case remains a priority, and we will continue to monitor it closely until proper confirmation has been sent and acknowledged.
  Thank you again for your patience.
  Sincerely,
  UniUni

  Customer Answer

  Date: 20/06/2025

   
  Complaint: 23316218
  
  I am rejecting this response because it has been 40 days and I have yet to receive a refund. I am willing to escalate the situation if nothing is done. Please issue the required verification to the vendor because I won't give up on you're scam until I get a refund/
  
  Sincerely,
  
  Amr **********

  

  Business Response

  Date: 03/07/2025

  Dear Amr,

  Thank you for reaching out and sharing your concerns.
  We understand the frustration surrounding your delayed delivery. As previously communicated on May 14, 2025 at 3:01 PM, we issued a formal delivery investigation letter confirming the failed delivery and next steps. This document is intended for your merchant and should be submitted directly to them in order to initiate a resolution.
  Please note: UniUni is the carrier, not the seller. Refunds and replacements are handled exclusively by the merchant based on their policies and our investigation findings.
  Weve fulfilled our obligation by providing the documentation necessary for your claim. If there are further concerns, we recommend contacting your merchant directly with the letter we provided.
  Regards,
  UniUni

• Initial Complaint

  Date:12/05/2025

  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 a parcel from temu worth $174 USD on April 18th, 2025, that was handled by uniuni. My ETA delivery time was May 2nd, 2025. The courier company picked up the package and was out for delivery on April 26th, 2025, but it was never delivered. I have waited for few days, but nothing showed up, delivery status wasn't updated, still out for delivery status, I called at uniuni customer service million times, every time they gave me ***** hours waiting window, after that 48 hour window is over, they start the new cycle, putting me on wait for another ***** hours cycle, and it kept going. It's been 14 weeks, with no tracking updates and no help from uniuni, I asked for a refund money for my package, but now they are not responding to my email. When I called again, I found out they have a completely different email address from nowhere on their website for my information, and that's not even my name and correct address. I corrected my email address, but they couldn't provide the exact location of my parcel and now they are saying they don't give any refund. Don't know exactly what's going on, I had some important stuff in that parcel that I needed on time. This is really frustrating, I want my money back for my lost package and also asking for investigation on what had happened to my package. This is an unprofessional way to handle and harass customers. This is the ********************** tracking number UUS54K0834168767472 Thank you!

  

  Business Response

  Date: 16/05/2025

  Dear ******,

  Thank you for your detailed feedback, and we truly understand your frustration.
  After reviewing the delivery for tracking number UUS54K0834168767472, we can confirm that the parcel encountered an issue during transit and was not successfully delivered. We want to clarify that this was not a case of theft the parcel was marked as undeliverable and went missing within the logistics chain.
  A parcel issue confirmation email was sent to you on May 9, 2025, outlining the situation. This document is used to confirm the failed delivery and should be forwarded to your vendor (Temu) to initiate a refund or replacement.
  As the shipping partner, UniUni does not have access to your payment or order details. Refunds and replacements can only be processed by the vendor, which is why this step is necessary. Our role is to provide the documentation confirming the delivery failure so your claim can move forward.
  We know how important your parcel was, and we understand how disappointing this experience has been. Our team is here to support the process and will gladly assist your vendor if they require any further confirmation from us.
  Best *****************start="1579" data-end="1582">UniUni

• Initial Complaint

  Date:07/05/2025

  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 package was marked as "unable to deliver". The time and date of the so called attempt was a time when I was home. I filed a ticket and was told I would be contacted in 24 hours. I contact them again on the 3 Rd day. I was brushed aside. They never told me why my package was marked as "failed attempt". The 3rd ticket I placed my package was marked as "lost". I received a response and it was nothing but a blank email. I have zero faith in this company. No one wants to help . If I order from a company and I know they use uni uni I will cancel my order.

  

  Business Response

  Date: 16/05/2025

  Dear *******,

  Thank you for your patience while we reviewed the tracking details for your delivery.
  We sincerely apologize for the confusion and delays surrounding your parcel. Based on our records, the package encountered a few processing and delivery issues, including failed delivery attempts and a temporary delay in parcel scanning. We understand how frustrating that can be.
  Were happy to confirm that the package was successfully delivered on May 10, 2025 at 1:20 PM to ***************************************************************** It appears the parcel had gone off-track for a short time but was located and properly delivered thereafter.
  Were sorry again for the inconvenience and appreciate your understanding. If you have any further concerns or need assistance with a future delivery, please dont hesitate to contact us via our support portal at ********************************************************************.
  Best *****************start="1144" data-end="1147">UniUni

• Initial Complaint

  Date:07/05/2025

  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.

  Uniuni marked a package as delivered when the package was left outside a closed *** store after business hours. The package was subsequently stolen. I want to make sure that my future packages are delivered to the office during daylight hours

  

  Business Response

  Date: 16/05/2025

  Dear ****** ****,
  Thank you for reaching out, and we're truly sorry to hear about your recent delivery experience. We understand how disappointing it is to have a package go missing, especially under those circumstances, and we sincerely apologize for the inconvenience.
  To clarify, UniUni does not manually record or store delivery preferences for future shipments. This is to ensure that all instructions are securely and accurately tied to the specific tracking number and delivery event.
  If youd like to provide delivery instructions for any upcoming package, we kindly ask that you submit a request through our official support portal at ********************************************************************. This ensures your directions are properly received by our operations team and linked to the correct delivery in real time.
  We appreciate your understanding, and thank you for giving us the opportunity to make this right.
  Best *****************start="1112" data-end="1115">UniUni

  Customer Answer

  Date: 19/05/2025

   
  Complaint: 23297358
  
  I am rejecting this response because:

   

  It is not acceptable that your delivery policy allows your drivers to leave packages outside of a commercial building after business hours and count them as delivered.

   

  The fact that you can't guarantee that that won't happen in the future is unacceptable by any standards.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/06/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We sincerely regret the experience you had with your previous delivery and understand how upsetting it must have been to have a parcel marked as delivered but left outside after business hours.
  After reviewing the details, we can confirm that the delivery location was a commercial mailbox **** Store), which falls outside our standard delivery policy. UniUni typically does not deliver to P.O. Boxes or mailbox rental locations, and deliveries to such addresses are handled on a case-by-case basis depending on driver discretion, location access, and route conditions. In your previous case, the delivery occurred outside business hours, which unfortunately increased the risk of theft.
  Were pleased to confirm that your second parcel was successfully delivered inside the ********* during business hours. However, we want to set clear expectations that while the driver was able to complete this delivery properly, this may not always be possible going forward. Due to our delivery procedures and address restrictions, parcels addressed to commercial mailboxes or P.O. Boxes may be subject to delays, delivery refusals, or returns.
  To help avoid future issues, we recommend providing a residential or staffed business address where parcels can be securely received during delivery hours.
  We appreciate your understanding and thank you for your continued trust in UniUni.
  Best regards,
  UniUni

  

  Business Response

  Date: 05/06/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We sincerely regret the experience you had with your previous delivery and understand how upsetting it must have been to have a parcel marked as delivered but left outside after business hours.
  After reviewing the details, we can confirm that the delivery location was a commercial mailbox **** Store), which falls outside our standard delivery policy. UniUni typically does not deliver to P.O. Boxes or mailbox rental locations, and deliveries to such addresses are handled on a case-by-case basis depending on driver discretion, location access, and route conditions. In your previous case, the delivery occurred outside business hours, which unfortunately increased the risk of theft.
  Were pleased to confirm that your second parcel was successfully delivered inside the ********* during business hours. However, we want to set clear expectations that while the driver was able to complete this delivery properly, this may not always be possible going forward. Due to our delivery procedures and address restrictions, parcels addressed to commercial mailboxes or P.O. Boxes may be subject to delays, delivery refusals, or returns.
  To help avoid future issues, we recommend providing a residential or staffed business address where parcels can be securely received during delivery hours.
  We appreciate your understanding and thank you for your continued trust in UniUni.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23297358
  
  I am rejecting this response because: what the business has suggested isn't possible. I have never and would never choose uniuni as a shipper. Other shippers have subcontracted out to uniuni. I would much rather uniuni not go against their own protocol and accept packages that they cannot deliver appropriately.

  I don't see how their response about saying how they accepted the package for delivery against their rules, and acknowledged their inability to handle such delivery addresses and it is my fault is remotely justifiable.  Just say no!  Don't lost my package!

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

  Customer Answer

  Date: 05/06/2025

  I did receive UUS551193620990910, but as the response from the business indicated, it was purely by luck and the company indicated that they accepted responsibility for delivery of the package against their own policies twice, and can't guarantee future correct delivery despite very simple rules (don't leave packages outside of business hours).

  It's not acceptable that they continue to take responsibility of packages they can't deliver safely and is against their policy when I never directly choose them as a provider. My address is always clearly stated as being an individual unit and not a standalone address.  There are no issues with any other shipping provider