Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

uniuni has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/04/2025

  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 accepted a shipment and agreed to deliver to my address. They made one "attempt" to deliver, although there is no evidence to suggest they did that. Address is a business that is open seven days a week, the address is clearly marked on ****** maps, and is in large white numbers on a grey building. Since that time, through multiple communications with them, they have not provided any options for recovering the delivery.They keep sending a statement that says "We regret to inform you that your parcel's delivery address is outside our service area, and we cannot deliver it to this location. To resolve this, we recommend contacting your vendor and asking them to choose an alternative carrier to deliver to your address and reship your parcel. Unfortunately, we cannot make further changes or deliver to areas outside our network."

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for your feedback. We understand how frustrating it can be to expect a delivery and be told it cannot be completed. Weve carefully reviewed the details of your case and would like to provide full transparency regarding what occurred.
  The parcel in question was assigned to UniUni by the vendor; however, after attempting to dispatch the delivery, our system flagged the destination address as being outside of our designated service area. While we recognize that the address is a legitimate, open business, UniUni has defined geographic limits, and unfortunately, your location falls outside of those boundaries.
  We acknowledge your concern regarding the delivery attempt. Based on our records, a driver was assigned and routed once, but due to the system restriction on coverage, we could not proceed with further delivery attempts.
  Its important to clarify that UniUni does not select or assign the shipping carrier, this is determined solely by the vendor at the time the order is fulfilled. In this case, the parcel was mistakenly assigned to UniUni despite your location not being eligible for our service.
  As a result, the parcel will be returned to the vendor. We recommend contacting them directly to discuss next steps.
  We regret the inconvenience this situation has caused and appreciate the opportunity to clarify UniUnis role in the shipping process.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 23/04/2025

   
  Complaint: 23178584
  
  I am rejecting this response because:

  In your reply, you say that the package is being returned to the seller. However, in the tracking information you provided to me, it is still sitting in the warehouse in ***************

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

  

  Business Response

  Date: 07/05/2025

  Dear Mr. ****************** you for your message.
  We can confirm that your parcel was returned to the vendor on April 16, 2025, at 11:58:51.
  If you require further details or confirmation from the vendors side, we recommend reaching out to them directly for next steps regarding your order.
  Please let us know if theres anything else we can assist you with.
  Sincerely,

  UniUni

  Customer Answer

  Date: 13/05/2025

   
  Complaint: 23178584
  
  I am rejecting this response because:

  Thank you for replying though the Better Business Bureau.

  My complaint about your lack of customer service still stands.

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

• Initial Complaint

  Date:07/04/2025

  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.

  This is the worst business ever. Complete garbage and has a system of not helping their customers. I have sent about 8 support tickets to update my delivery instructions in the most dumbed down, foolproof way and they still didn't deliver my parcel. I called customer support and waited 40 minutes, I did this TWICE and I was hung up on both times....the first time no one said anything, waited about 5 minutes and the hung up on me.The second time, after 40 minutes, someone answered and took my tracking number and put me on hold, where i waited for 5 minutes and the he hung up on me.And many many people have had the exact same issue as me.This place is a SCAM.An absolute **********'s date is April 7th and here is my tracking information thus far.Parcel returned to HUB UUS53H0466032082836 07:08:56 2025-04-01 Parcel returned to HUB.************ IN Please contact **************** Immediately to reschedule the final delivery 11:36:09 2025-03-31 Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible).************ IN 06:46:47 2025-03-30 Out for delivery.************ IN 06:46:43 2025-03-30 Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible).************ IN 07:39:00 2025-03-27 Out for delivery.************ IN 11:58:23 2025-03-26 Failed delivery attempt, returning to the warehouse. (Wrong Contact Info).************ IN 06:47:15 2025-03-25 Out for delivery.************ IN 06:47:09 2025-03-25 Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible).************ IN 13:20:04 2025-03-23 Failed delivery, retry later.************ IN 07:33:01 2025-03-23 Out for delivery.************ IN 07:24:30 2025-03-23 Arrival scan.************ IN 05:32:44 2025-03-23 Gateway transit in.******* ** 19:33:22 2025-03-17 (UTC)Order received.UNI ***********

  

  Business Response

  Date: 11/04/2025

  Dear ******,

  We understand how frustrating this situation has been and sincerely apologize for the challenges youve encountered throughout the delivery process.
  Weve reviewed your support history and tracking details. Your parcel experienced multiple failed delivery attempts due to contact and accessibility issues. We also acknowledge that the updated delivery instructions you submitted were not properly followed, and we apologize for the breakdown on our end.
  Wed like to confirm that a second delivery has already been successfully scheduled, and you should receive your parcel shortly. We also note that the driver encountered issues during the initial attempts, which have been flagged for internal review.
  We regret the inconvenience this caused and appreciate your patience as we work to ensure better service moving forward.
  Sincerely,
  UniUni

• Initial Complaint

  Date:04/04/2025

  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.

  This complaint is regarding a Temu order placed by my wife and I, that was guaranteed to be delivered to us by April 02, 2025. Temu managed to ship the order from ***** to ********* within 48 hours, however the tracking information went dormant after the package was received by Uniuni and as far as I know, has now been sitting in ********** (less than half an hour from my home) for a little under one week. After multiple attempts to contact the company I have had no success. Sitting on hold for sometimes up to 1 hour only to have it finally ring a few times and then abruptly get hung up on. Extremely unprofessional and frustrating company to try to deal with. There is no way this company should be accredited in any way with the BBB. After reading many other horror stories about this company I believe there may be fraudulent/criminal activity happening within this "business".

  

  Business Response

  Date: 09/04/2025

  Dear *****,

  Thank you for taking the time to share your concerns.
  We have reviewed the tracking history for your parcel, and the following facts are confirmed:
  The parcel was delivered on April 4, 2025 at 12:35 PM to ****************************************************, with a successful scan and delivery photo confirmation.
  The parcel was held in customs for approximately 6 days, which is outside of UniUnis control. Customs clearance timelines are determined by government authorities and are not managed by final-mile delivery providers.
  Once the parcel was released from customs and assigned to a UniUni driver on April 4, it was delivered the same daywithout any delay or handling issue on UniUnis side.
  While we understand and acknowledge your frustration with the delivery timeline, the delay was not due to UniUni's service, but rather the result of standard customs processing, which can vary depending on volume and inspection protocols.
  We also sincerely regret any difficulties you experienced when trying to reach our support team. We are currently addressing high call volumes and actively working to improve our accessibility and response times across all channels. Your feedback is noted and has been shared with our leadership team.
  Sincerely,
  UniUni

• Initial Complaint

  Date:03/04/2025

  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.

  I ordered 6 items from temu. They used uniuni as the courier. They first told me they attempted to deliver at 1:03 am, April 1st. They said they couldnt get ahold of me. Ive had multiple deliveries before from temu and they have never needed me to receive them. I also have cameras around my property to prove no one came to my home then.I called five times to ask about when they might give me an update on what happens next and I was purposefully hung up on each time. Today April 2nd, I was able to get ahold of someone and they said they tried again last night at 10 pm. I once again have cameras to prove this never happened and that supposedly delivery was not labeled on their tracking site. The website does not allow you to do anything but submit a ticket that know one follows up on. I do believe my package was stolen to be resold or this was a complete scam.

  

  Business Response

  Date: 04/04/2025

  Dear *******,

  Thank you for reaching out. Weve reviewed your case and want to provide a clear update.
  Your parcel is currently in status Out for Delivery (Code 202) as of April 3, 2025 at 8:41 AM. This means it has been assigned to a driver and is actively in transit. As per our delivery window, the driver has up to 48 hours to complete delivery once the parcel is loaded onto the route.
  You can track your parcel at any time using your tracking number at ******************************. Any delivery scan or update will be posted there immediately upon occurrence.
  Regarding the previous delivery attempts you mentioned:
  We understand your concern about the late-night timestamps.
  Please note that in some cases, the system may trigger automatic updates based on routing or scan activity, even if a physical attempt wasnt completed.
  However, your parcel has not yet been delivered, and there is no final delivery scan in our system at this time.
  We also see that a support agent responded to your ticket confirming the current status. We apologize if your earlier calls were not handled to standard that is not acceptable, and we are actively reviewing that feedback internally.
  We understand how important your order is and appreciate your patience while the delivery is completed. If the parcel is not delivered within the 48-hour window, please let us know so we can take the next steps to assist.
  Sincerely,

  UniUni

  Customer Answer

  Date: 08/04/2025

   
  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:02/04/2025

  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.

  I ordered my boyfriend a gift from a company called Hokuro. It was initially supposed to be delivered to his job, ******************************************************, but I was contacted by a UniUni driver and informed that they could not deliver to the front desk of ***** I then provided an alternate address via a support ticket and got no reply. I called and spoke with an agent who not only told me I needed to call back and provide a new address, which they had already because he literally read it aloud from his computer to me, but he also stated it wasnt his job to update the address and then hung up on me. I had sat on hold for 34 minutes only to get hung up on. They then lied and said they tried a 2nd time to deliver the package, but was unsuccessful because it was a P.O. Box. The address was to the post office not a box and they had already stated that they couldnt deliver there, so why would there be a 2nd attempt? I called 2 more times and spoke to ******* and ********* who both claimed to have updated the address. At one point, they claimed the package was missing. There is still no movement under tracking number UUS53A0462005487438 and I placed this order on March 5, 2025. Its April and my boyfriend never received his gift. I also cant get a refund from ****** because the package is unaccounted for! Im at a complete loss. Either deliver my package or give me the money I spent.This company is awful, rude, and incredibly unprofessional.

  

  Business Response

  Date: 02/04/2025

  Dear Dela,

  Thank you for submitting your complaint. We understand your frustration and appreciate the opportunity to clarify the situation.
  Your parcel, tracking number UUS53A0462005487438, was initially dispatched for delivery on March 17, 2025. During that attempt, the parcel was unfortunately lost while in the drivers possession. It was later located on March 25, 2025, and immediately sent out for redelivery.
  However, the redelivery was attempted using an incomplete address associated with a P.O. Box, which UniUni is unable to deliver to under our delivery policy. The parcel was then returned to the warehouse to await a valid, deliverable street address.
  The correct address has since been provided, and the parcel was successfully rebooked for second delivery two days ago.
  We sincerely apologize for the delay and any confusion caused throughout this process. While were pleased the delivery is now in motion, we fully acknowledge that your experience did not meet our service standards.
  To ensure accountability, we will also be conducting a full review of all interactions between you and our Customer Support team to address any breakdowns in communication and ensure proper follow-up occurred.
  Thank you for your patience. If you require further assistance, our support team remains available to help.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23152047
  
  I am rejecting this response because: The initial address was not associated with a ******* and was a complete address. That is the delivery address to my boyfriend's job. I explained this multiple times via email and phone. Then UniUni sends it out, supposedly, for a second attempted delivery to an address that you stated you can't deliver to. How does that make sense? There has still been no movement on the package after providing a new address to multiple support agents on multiple occasions. I also requested a manager call me and never received one. This is by far the worst customer service I have experienced and my gift never even made it to my boyfriend for his birthday. I had to spend more money on a new gift that was delivered to his job, where you claimed you couldn't deliver to. I either need this delivered to the new address and actually en route, compensated for my package, or sent back to the shipper, so that I can get a refund. This is ridiculous. We are approaching almost a full month after his birthday. Your response is not sufficient.
  
  Sincerely,
  
  Dela Annani-Akollor

  

  Business Response

  Date: 04/04/2025

  Dear ***************************************** understand your frustration and sincerely apologize for the delays and poor communication youve experienced.
  Your parcel is currently at our warehouse and is awaiting assignment to the next available route. Weve flagged this for immediate prioritization and will ensure it's booked for delivery to the updated address you provided:
  *******************************************
  To clarify, your original address was a PO Box, it was linked to a USPS-managed facility, which falls under UniUni's restricted delivery zones. We cannot deliver to PO Boxes, **** post offices, or military bases due to routing limitations.
  We also acknowledge your prior attempts to escalate this and regret that your request for a manager callback was not actioned. That feedback has been escalated internally.
  You can continue tracking your parcel at ******************************. If the item cannot be delivered, it will be returned to the sender so you can arrange a refund.
  Thank you for your patience were working to get this resolved quickly.
  Sincerely,

  UniUni

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23152047
  
  I am rejecting this response because: I need a delivery date. This has taken way too long, over a month. Its beyond frustration at this point. I called today and waited 25 minutes only for the employee to answer and not say anything. How long does it take to assign a package to a route? When does the website get updated? Can I have proof of delivery once this is delivered? Please advise. Thanks.

  Sincerely,
  Dela Annani-akollor

  

  Business Response

  Date: 15/04/2025

  Dear Dela,

  Thank you for taking the time to share your concerns.
  Weve reviewed your case in full. Tracking number UUS53A0462005487438 shows that your parcel was delivered on April 15, 2025 at 08:58 AM to the updated address: *******************************************. This address was used after the original delivery location7707 ****************************** as undeliverable, as UniUni does not deliver to post office counters or USPS-operated locations.
  We fully acknowledge that your experience updating the address was not handled appropriately. The long wait times, lack of follow-up, and improper call handling are not acceptable and have been escalated for internal review with the agents involved.
  We appreciate your patience and regret the frustration caused throughout this process. Your feedback is valued and will be used to reinforce higher service standards moving forward.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:02/04/2025

  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 says they have attempted to deliver my parcel. I have a street address for the post office, all couriers (Amazon, ****** she, etc) drop Off package at post office, and post office will place in my pi box. I pay extra for this service. I have always received my temu packages this way without trouble until Uniuni was assigned to deliver this package. They dont answer the phone, it just keeps looping with a message. I have put in 3 tickets without response. This company is committing fraud, and stealing packages

  

  Business Response

  Date: 02/04/2025

  Dear ********,

  Thank you for sharing your concerns. We understand how important it is for your parcel to be delivered properly, and we appreciate the opportunity to clarify the situation.
  Our records show that your parcel was originally addressed to a post office street location, which UniUni is unable to deliver to under our current delivery policies. While other carriers may support hand-offs to PO Box-associated services, UniUni is not authorized to complete deliveries directly to ****-managed addresses or facilities.
  We have reviewed your case and confirm that your support tickets were received. The delay in response is acknowledged, and we regret any inconvenience caused. Our Customer Support team has since updated the delivery address and booked a second delivery, which was also confirmed to you via email.
  Please rest assured that the parcel is not lost or stolen, and it is actively being processed for redelivery based on the corrected address you provided.
  We sincerely apologize for the delay and communication challenges. We are reviewing the handling of your support tickets to ensure proper follow-up occurs moving forward.
  Thank you again for your patience, and we remain committed to delivering your parcel as quickly as possible.
  Sincerely,
  UniUni 

• 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