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:03/02/2025

  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've successfully received many packages from UniUni at this business delivery address (ex: UUSC000007132894, UUSC000007055277). However, it has been largely a hit or miss, as UniUni sometimes comes at strange times like 9PM at night or on Sundays when the business is closed. After two unsuccessful attempts due to bad luck, packages gets "Returned to Warehouse" and despite opening tickets to resolve the issue, I'm never able to actually get another delivery attempt, be it at the same address during business hours or another address or pick up at the warehouse. This is unacceptable. I need UUSC000006812195 and UUS51K1261852066826 redelivered or otherwise made available for me to pick up. UniUni customer service and chatbot just opens tickets that get ignored.

  

  Business Response

  Date: 04/02/2025

  Dear *****,

  We appreciate you reaching out and understand your frustration regarding the inconsistency in deliveries to your business address.
  After reviewing your case, we recognize that your address is a **** store, and while some deliveries have been successfully accepted, others have not. Due to this, we generally try to refrain from delivering to **** store locations to avoid rejected deliveries. However, we acknowledge that you previously received a successful delivery at this address on January 14, 2025, and we have escalated this case to the warehouse to request a second delivery attempt for UUSC000006812195 and UUS51K1261852066826.
  We also recognize that your interactions with customer service may have been frustrating. Our agents were following directives from the warehouse, but we regret that this may have come across as unhelpful. Please accept our sincere apologies for any miscommunication or inconvenience caused.
  We appreciate your patience as we work to complete your delivery and will provide updates through your support ticket once we have confirmation from the warehouse.
  Best regards,
  UniUni

  Customer Answer

  Date: 07/02/2025

   

  Complaint: 22891710
  
  The 2 packages were finally delivered today at an alternate delivery address, however before closing out this BBB case, I wish you reply to the company's response, as I do not feel the company quite understands the cause of the problem here, and this is likely to occur again soon.

   

  I have had many, many packages delivered to this address by *******, not just some. In the past 45 days, these are some others delivered without incident:
  

  UUSC000006401733

  UUSC000006832215

  UUSC000007055277

  UUSC000007047686

  UUSC000007132894

   

  Similarly, I regularly get deliveries at this address from ***, ******, ****** etc. without issue. The reason these deliveries are possible to this **** facility is because this particular post office has special services called "Street Addressing" and "Signature on File" that permits them to receive and sign for third party carrier packages addressed to the location's PO Boxes without charging postage or other fees. See attached notice from **** for more info as well. This is a newer **** box service offered by only some post offices.

   

  This basically means UniUni can deliver packages to this post office the same as it would at any other commercial or centralized mailroom locations, such as *** stores, ***** stores, College/University, and Office Buildings.  And the drivers usually do drop off the packages without any problems, including to my surprise even allowed to take pictures (which is unusual for a mailroom delivery, and should not be required of the driver by UniUni at any commercial location, **** or otherwise - signature is usually the rule for proof of delivery when leaving packages with a reception - you can take a picture of the clerk's signature if you still need a picture).  The reason for the 2 initial failed delivery attempts on these two packages was simply because the UniUni driver or warehouse doesn't understand that deliveries to business locations can only be completed during business hours. The packages with issue were unlucky because both the first and second delivery attempts were made on Saturday/Sunday or late in the evening.  They were not otherwise rejected at the counter to my knowledge; they simply were not brought when the facility was open as posted on the doors.

   

  The other problem that I had with UniUni was the many phone calls to agents, chatbot messages, and package issue tickets trying to get a re-delivery during business hours or at another location were ignored by the warehouse staff.  Whatever directives to the warehouse staff were following that you are referring to, ignoring my attempts to schedule re-delivery is *not* the right approach. The responses that I got back from your staff ranged from, "delivery address is located outside our service area and cannot be attempted" to "we will redeliver on the next business day and driver will call you before arriving" but regardless, the package simply didn't move until you got involved, and  that is not an appropriate process. The packages were never refused by the clerk, rather the facility was simply closed outside regular business hours or a holiday each time UniUni arrived, and the driver consistently ignored my instructions on re-delivery hours as well as the sign on the door.
  

   

  In closing, the main disappointment with UniUni deliveries here is you do not seem to have a good system to handle non-residential delivery addresses, and the so-called ticket system to provide delivery instructions or updated address information appears to be just emails to warehouse staff and not actually attached to the package or electronic record so the driver is aware.  The package should have been re-delivered as originally addressed on the second delivery attempt during business hours and there would not have been any delivery issues, but your staff seems to feel they could not even try to follow this simple rule.
  

   

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

  

  Business Response

  Date: 13/02/2025

  Dear Mr. **************** you for your detailed feedback regarding your recent delivery experience. We sincerely apologize for the frustration and delays you encountered and appreciate the opportunity to address your concerns.
  We understand that your **** facility offers specialized services, such as Street Addressing and Signature on File, which allow for third-party carrier deliveries. However, at this time, UniUni does not have an agreement with **** to deliver to their locations, including ****** stores or ****-affiliated facilities. While this policy may change in the future, our current procedures instruct drivers not to deliver to **** stores or PO Box locations.
  In this particular case, the failed delivery attempts appear to be a combination of both our policy restrictions and unsuccessful delivery attempts outside business hours. We recognize that the facility was closed during at least some of the attempted deliveries, which contributed to the issue. We regret any miscommunication regarding re-delivery options and understand how this led to further frustration.
  Additionally, we acknowledge your concerns regarding the difficulty in reaching our support team and ensuring your requests were properly relayed to our operations staff. We are actively reviewing how we process and communicate delivery instructions to improve our responsiveness and avoid similar issues in the future.
  We appreciate your patience and your detailed feedback, which will help us refine our processes. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/02/2025

   
  Complaint: 22891710
  
  I am rejecting this response because:

  This response appears AI computer-generated and does not sufficiently address the concerns raised.

  This is no agreement needed with **** to deliver to this location. You deliver to it the same as any other commercial location which has office hours and a centralized mailroom.

  UniUni should also recognize that choosing UniUni as the delivery option is not something that I, as the recipient, have any control over. Rather, this is a decision is made by the shipper without my knowledge. So we have to find a better way to deal with this the next time it happens, as opening BBB complaints every time a delivery get returned to the warehouse after 2 failed attempts made outside business hours is not acceptable.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 18/02/2025

  Dear *** ******,
  

  We understand your concerns regarding the delivery to **** locations and acknowledge your valid points. After careful review of your case, we need to clarify several important aspects:
  

  Delivery Status:
  Your case has been marked as resolved as we cannot proceed with delivery to **** locations under our current operational guidelines
  We acknowledge this policy may impact recipients who don't choose their shipping carrier
  We appreciate your feedback regarding:
  The accessibility of **** locations during business hours
  The centralized mailroom setup
  The recipient's lack of control in carrier selection
  

  While we currently maintain our policy regarding **** deliveries, your feedback has been valuable and will be shared with our operations team to review our procedures for similar situations. We understand that multiple failed delivery attempts and subsequent BBB complaints are not an optimal solution for anyone involved.
  

  For immediate resolution of your current shipment, we recommend contacting your sender to:
  Arrange for an alternative delivery location
  Discuss shipping alternatives
  Process any necessary reshipment
  

  We are actively working to improve our processes to better handle these situations in the future. Thank you for bringing this to our attention.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/02/2025

  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 had a package that was to be delivered to ************************************************************* 2/1/2025. This is a business (U-haul moving and storage of alsip) I verified the address several times with UNIUNI. They keep stating that this is a P.O box which it is not, also there was no attempt to deliver. I order from ***** all the time and ALL of my packages come to this address. This is the first time that they have been "undeliverable" and I am aware that this parcel company is the problem. I have a mandatory need for my package on 2/2. After unbearable wait times, I spoke to 3 agents and got hung up on 3 times. The web site states that you can pick up from the warehouse however the agent stated that I cannot. They are rude, unhelpful, and do not respect the customer. I love *****, but I will not order again if this company continues as the parcel service. I need my package asap.

  

  Business Response

  Date: 04/02/2025

  Dear *******,

  We acknowledge your frustration regarding the delivery of your package and appreciate the opportunity to address your concerns.
  After reviewing your case, we confirm that your parcel was initially marked as undeliverable due to being mistakenly categorized as a P.O. Box. However, we have since verified that your address (***********************************) is a U-Haul Moving and Storage location, not a P.O. Box. This clarification has been noted in your support ticket, and a second delivery has been scheduled accordingly.
  We regret any miscommunication or inconvenience you experienced while seeking assistance. If you have any further questions or need additional details regarding your rescheduled delivery, please refer to your support ticket for updates.
  Thank you for your patience, and we appreciate the opportunity to resolve this matter.
  Best regards,
  UniUni

• Initial Complaint

  Date:03/02/2025

  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 an item from **** and was given a tracking number to a company called ************. I checked the tracking number with orange connex and this was the ***ly dated Jan 1 2025," ES10129617124390001010001G0N was returned to local Uniuni operation center due to Invalid address in arrival scan.Suggest you may contact the nearby Uniuni via related local tracking number UUS4CA1268711992684 to check whether you can get the package back. And the local tracking number can be tracked on OC website after updating "Departed from ***************************** logistics code. Hope it helps." On Jan 1 2025 I filled out a redelivery ticket with UNIUNI website and called customer service *** with this ticket".Hello my package was labeled as undeliverable. My address is ***************************************. CA,91387. this is the correct address; however, the street name was changed a few years back and the updated name does not show on mapping apps. Please re- deliver to ****************************************. Please be aware there is a gate code for the neighborhood. the code is *****. DO NOT USE CALL BOX AT GATE FOR ENTRY AS IT IS NOT LINKED TO RESISENTS. a link to my address ***************************************** 1476935:2462605 This is the ***ly. "We are happy to inform you that your second delivery has been successfully booked. The delivery will be completed within 5 days. We appreciate your patience during this time as we work to assign your parcel to an available ******** Jan 9, I sent another ticket that it has been over 5 days and I still do not have my item. I also followed up with a call and I was told that my package was to be transferred to *** and I would receive an email with the new tracking number in 24 hours. On Jan 13, I had not received a tracking from *** nor any confirmation from UNIUNI. I completed another ticket and called customer support. The agent told me it was sent to *** refused to give me tracking info and hung up on me.

  

  Business Response

  Date: 04/02/2025

  Dear *******,

  We acknowledge your frustration regarding your parcel and appreciate your patience while we investigate this matter.
  After reviewing your case, we found that your parcel (Tracking #UUS4CA1268711992684) was initially labeled as undeliverable due to an address issue. A second delivery was booked, but notes from our warehouse indicate that the package was instead scheduled to be transferred to *** for final delivery, as the address falls outside our delivery area.
  At this time, we are actively verifying with the warehouse whether the transfer to *** was completed and if a new tracking number was generated. We will follow up with you via your customer support ticket as soon as we receive confirmation.
  We sincerely regret any confusion or frustration this process has caused, and we appreciate your patience while we work to provide a resolution.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 22885139
  
  I am rejecting this response because: I have been asking for the new tracking number since UNIUNI told me that it was given to another shipping company. They will never return an answer as to who now hold my package or the tracking number. I have waited over a month for the response. They lied when they told me they would attempt a second delivery when I first filled out a ticket, and in that email, I included a link to ****** maps so that the delivery driver could find my home. I second delivery was never made or attempted. I do not believe that the parcel was transferred to another agency for delivery. I will not be satisfied until I can confirm via the new tracking number that my item is in route. If I do not see a tracking number I want a full refund for my lost item.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/02/2025

  Dear *******,

  Thank you for your response. We understand your frustration and appreciate your patience while we work through this matter.
  The Operations Team at the branch has already requested authorization from the vendor to ship your parcel via **** as your address falls outside of our delivery area. However, we have not yet received a response from the vendor to proceed with this option.
  At this time, we recommend that you reach out to the vendor directly to discuss the next steps regarding your parcel. Unfortunately, self-pickup is not available at our warehouse, and until we receive confirmation from the vendor, the parcel will remain on hold pending further instruction.
  We regret any inconvenience this may have caused and will proceed accordingly once the vendor provides direction. If you have any further questions, please let us know.
  Best regards,
  UniUni 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22885139
  
  I am rejecting this response because:
  Your solution is for me to reach out to the vendor, and I am not sure who that is. Is it the seller of the item? If so I did reach out to the seller via **** and was told by them that once ot reaches *** they can no longer track item. Since they had confirmation the item was shipped I do not get any refund or any other support from them. I have email to prove that communication. If you are asking me to contact another vendor, please provide me details of who to contact, address, email and phone, along with any copies of communication between you(Uniuni) and this vendor. Again its been over a month and you do not have my item nor do you have the information I need to retrieve my item. This is beyond flustrating and it is poor service on your companys part not to provide me the information I need to have my item delivered. I expect the item is lost and expect to be compensated for it. It was never delivered. Additionally if you can provide to me a map of your delivery areas so I could verify that my address is outside your delivery area. Because all I have is your email that it is with no proof.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 13/02/2025

  Dear Ms. ************* sincerely apologize for the frustration and difficulty youve experienced in trying to resolve this issue. We understand how disappointing it is to be unable to receive your package, and we appreciate your patience as we work to find a resolution.
  To clarify, UniUni is the last-mile carrier and does not have direct access to the sellers information. Our warehouse team attempted to contact the seller through the first-mile carrier to confirm whether they were willing to arrange third-party shipping for your parcel. Unfortunately, we have not received a response, and as a result, the package is scheduled to be returned to the seller.
  Since we do not have direct communication with the seller, we recommend reaching out to the first-mile carrier who handled the package before it arrived in the **** They may be able to provide additional details or contact information for the seller. If you have any tracking details from ****, they might help determine the first-mile carrier involved.
  Additionally, regarding your request for a delivery area map, we can verify if your address falls outside our service area.
  We regret any inconvenience this situation has caused and appreciate your understanding. If theres anything else we can assist with, please dont hesitate to let us know.
  Best regards,

  UniUni

  Customer Answer

  Date: 14/02/2025

   
  Complaint: 22885139
  
  I am rejecting this response because: I have attached all items of my attempts to get my parcel delivered by UNUNI. This does not include the telephone ****** as I have no way of verifing what was said but I was assured on multiple requests that

  1. the item would be scheduled for redelivery (no mention was made of being outside the delivery area) to my knowledge the item was never resent. dates of emails January 2nd,13th,31st

  2. on both the phone and on the email dated January 31st I was told that I am not in your area and the package was sent to ****. I asked for a tracking number or proof that the item was given to **** so that I could confirm it was sent to another delivery company. I did not get an answer and when I asked on the phone your service person hung up on me. Stop lying stating that this went to another carrier, without proof how can I trace it?

  3. it was never proven that my address is outside of your delivery area.  I have a daughter who ordered from same seller on another occasion and it was delivered to her by uniuni so I know that I am, in fact, in your area. Stop with this lie or show me documents that you are being truthful.

  4. Now the current excuse...you cannot deliver my package; you attempted to contact a first party shipper for seller details but have been unsuccessful in getting the info, but yet you have sent the item back to the seller, how? Or did you send it back to the first carrier? Which shall I address first, that you could not send it back to the seller as you told me you did not have their details. Or that you gave it to the first shipper, I would need proof that the item was delivered to them. What is the name of the shipper, when was the item given to them and what documents do you have to prove that the item was transferred out of your facility. 

  5 I have contacted the seller. see attachments. they can not track item past the first shipper whom they got confirmation from it arrived in **. I contacted the first shipper who verified with tracking that the item was given to UNIUNI for delivery. after that your company dropped the ball. after multiple attempts to have it sent to me by UNIUNI and by the **** lie you are now saying it was sent back. 

  I will not be satisfied with this complaint until I get a full refund for the missing item. $27.59 It is not very expensive for a company such as UNiUNI to reimburse. I see that you have 543 total complaints in the last 3 years.
  478 complaints closed in the last 12 months. I would think with this poor reputation you would try and refund me for the package you failed to deliver. I do not have much hope for a refund as some of the complaints on file show you promised a refund but it was never received,  which seems to follow suit with your business's reputation.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 19/02/2025

  I understand to get a refund for a failed deliery that I must reach out to the seller. I think that the complaint with uniuni should be looked into becsuse I have had varing responses to a direct question, which is the location of my item. To be told that they couldnt find my home, to me sending a link to a map showing my address, then being told, not once but twice ot would be re delivered. Not only was it not redelivered but I was told twice it was given to *********; again with no proof, now they say they are returning it to seller without knowing their details. I feel this shipping company is poorly run, has poor customer service and wasted over two months of my time dealing with this. As a result I think BBB should look into this company, The result could help people determine wether or not to use this shipper. Thank you

• Initial Complaint

  Date:31/01/2025

  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 are holding my package for 4 days, they can't deliver it because they think my address is wrong. But my address is correct. I opened several tickets with them but still, they did not deliver my package. The last person I contracted through the phone, was so rude, with no customer service experience at all. He told me: I don't know where your package is, next time you can order from ******, not from us, and hung up the phone. Unbelievable! I think their delivery people just can't use ****** to find the location.

  Customer Answer

  Date: 31/01/2025

  the Tracking number:  UUS51K0835853993510

  

  Business Response

  Date: 04/02/2025

  Dear ********,

  We acknowledge your concerns regarding the delay in your delivery and your experience with our customer service team. We sincerely regret any frustration this situation has caused.
  After reviewing your case, we confirm that your package was successfully delivered on February 1, 2025, at 8:25 PM to *********************************************************************************** For your reference, we have included the Proof of Delivery (POD) photo with this response.
  We apologize for any miscommunication during your interactions with our support team. Your feedback is important, and we will ensure that it is shared internally for review. If you need any further assistance, please let us know.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/02/2025

   
  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:30/01/2025

  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 delivery company has not delivered a package they have held since December 2024. They have stated they have made delivery attempts and I was not home//not available, when I am home and no one rang doorbell. I followed up multiple times, including Saturday Jan 11th (by phone) and was told 7-10 days delivery. It didn't arrive within 2 weeks so i called again and they said emailed saying it would be delivered. Today I received a text that they had delivered the package but I have been home all day and no package was delivered or doorbell rung. This delivery service appears to be a scam as I still do not have my package.

  

  Business Response

  Date: 04/02/2025

  Dear *******,
  We appreciate you reaching out and understand your frustration regarding your delivery experience.
  After reviewing your case, we confirm that your package was successfully delivered on January 31, 2025, at 1:49 PM to *****************************************************************************. For your reference, we have enclosed the Proof of Delivery (POD) photo with this response.
  We regret any inconvenience caused by the previous delays and appreciate your patience throughout this process.
  Thank you for your time, and please let us know if we can assist further.
  Best regards,
  UniUni
  

• Initial Complaint

  Date:30/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was expecting a delivery of a parcel I bought online from ***** seller (cosmini_studio) worth $106.68 using ****** on 01/12/25. It was supposed to be delivered by UniUni shipping courier service today 1/29/25 at my home address. Tracking status (tracking number UUS51L1269855144748) showed that it attempted to deliver the package but failed to deliver because of ,supposedly wrong address. I have several experience with this ***** seller and never had a problem before and had used the same home address on file. However, this is the first time they used the UniUni courier service to deliver my package. I do not believe they even attempted to deliver the package because I have been at home the whole day waiting for them to arrive. Given the numerous complaints raised by other customers online, I am afraid this is not the first incident of failed delivery due to wrong address as stated in the tracking status. I tried calling several times the UniUni Shipping customer service number ***************) but was put on hold for exactly 30 minutes, never got to talk to an actual customer representative, and without notice the line just ended. I also reached out to the ***** seller cosmini_studio who just offered apologies but stated they cannot do anything until after the Chinese Lunar holiday which is about several days from today.

  

  Business Response

  Date: 04/02/2025

  Dear *****,
  We acknowledge your concerns regarding your parcel delivery and appreciate the opportunity to address them.
  After reviewing your case, we confirm that your package (Tracking #UUS51L1269855144748) was successfully delivered on January 30, 2025, at 11:51 AM to ****************************. For your reference, we have included the Proof of Delivery (POD) photo with this response.
  We understand your frustration and appreciate your patience. If you require any further assistance, please dont hesitate to reach out.
  Best regards,
  UniUni
  

  Customer Answer

  Date: 06/02/2025

   
  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:29/01/2025

  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 received an email notifying of a failed delivery on 01/03/2025 due to needing a signature. The item was ordered as a standard delivery with no signature required. There was no second attempt made within 24 and 48 hrs as the email stated. The website is not helpful and continuously says that it would be delivered within 24 to 48hrs. I attempted to submit a ticket via the website the week of Jan 13th and asked for the package to be delivered and left at my door. On Jan 21st I went on the website again to for an update. I was directed to call ************. On Jan 23rd I spoke to a live **** I explained that the package is needed for my wedding which is scheduled in a few weeks. I expressed frustration about no other attempts made to deliver the package and its 20 days later. I was told my claim would be escalated to a supervisor, and I would receive a call/email within 24 to 48 hours. I was told the supervisor would need to investigate the matter as my package shows that as "with the driver". After no communication I contacted UniUni via the 647 # on Jan 25th. I was informed that I needed to contact ************ as this was the US number. I did as instructed. The *** I spoke to stated the package would be delivered the following day on Jan 26th. I provided my phone number as the *** said I would be called prior to delivery. I also asked for the package to be left at my front door. Ive waited home all day on Jan 26th and 27th to no avail. Today, a *** stated the issue had to be escalated to a supervisor, because the package is showing that its in transit. I asked if I could speak directly to the supervisor, today. I was informed that they had no way to transfer me to a supervisor because our system is not set up for that" and she has no direct contact with a supervisor. We are now 25 days from the original delivery date and there is no package. My wedding is 16 days away and I am no closer to obtaining a much needed component to my special day.

  

  Business Response

  Date: 04/02/2025

  Dear *******,

  We sincerely regret the experience youve had with this delivery and understand how frustrating this has been, especially with your wedding approaching.

   After a thorough investigation, we have confirmed that your parcel has been declared lost. A Parcel Issue Confirmation letter was provided to you via your customer support ticket approximately five hours ago. This document can be used to follow up with the vendor regarding next steps for a resolution.

  We deeply apologize for the inconvenience this has caused and appreciate your patience throughout this process. If you require any further assistance, please do not hesitate to reach out.
  

  Best regards,

  UniUni

• Initial Complaint

  Date:28/01/2025

  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 is holding multiple packages of mine in their warehouse with no redelivery attempts having been made. I have provided updated address information by phone, by email, and on multiple support tickets. They pretend to not have heard the information and continue to let the packages sit.UUS5121183797732086: "Failed" attempt January 5, 2025, no redelivery since then UUS51F1185841792770: "Failed" attempt January 17, 2025, no redelivery since then UUS51F1189841792824: "Failed" attempt January 17, 2025, no redelivery since then UUS51G1181844521411: "Weather" issue (none of which could be verified since we do not have winter weather here) January 20, 2025, no redelivery since then Then, today, January 28, I received an email from them that one of the above packages was delivered, but it was a completely different address. I have no idea where they got that address from. There was no tracking number in the email so I don't know which of the four packages was handed over to a complete stranger.I tried calling customer support today, but as soon as I explained the issue, they hung up on me.This is completely unacceptable and I am shocked that this company is still allowed to operate.

  

  Business Response

  Date: 04/02/2025

  Dear *****,

  We understand your frustration and sincerely regret the difficulties you've experienced with your deliveries. We appreciate the opportunity to address your concerns.
  After reviewing your case:
  Tracking #UUS51F1189841792824 Successfully delivered on January 30, 2025, at 3:06 PM to ****************************************************
  Tracking #UUS51G1181844521411 A second delivery was booked on January 29 after the address was updated. Please allow up to 10 business days for redelivery.
  Tracking #UUS5121183797732086 The address was corrected, and a second delivery was requested today.
  Tracking #UUS51F118541792770 A second delivery was booked on January 29 after the address was updated. Please allow up to 10 business days for redelivery.
  We acknowledge your concern regarding previous failed delivery attempts and delays in redelivery. While we work to process address updates as quickly as possible, redelivery scheduling is subject to routing availability, and we apologize for any inconvenience caused by the wait time.
  If you have concerns about the delivery confirmation received for an unknown address, please reply to your support ticket with more details so our team can investigate further.
  We appreciate your patience and assure you that we are working to complete your deliveries as quickly as possible. If you need further assistance, please reach out via your support ticket.
  Best regards,

  UniUni

• Initial Complaint

  Date:28/01/2025

  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.

  Two of my packages in the row shipped by TEMU to business address, were delivered to the wrong address. To a residential address. The company wont respond to complaint. We tried to communicate with UNIUNI provided instructions and they wont respond, wont acknowledge and wont even try to resolve the issues. Wont retrieve wrong delivered packages, wont even try to correct the problem or address the issue with their employees. They do not answer their phones, do not answer e-mail except sending auto response that does not even have anything to do with your issue, and the online form wont accept submit complaints. Horrible. Lost several hundreds of dollars of merchandise because of the incompetence. ****************. DO NOT USE

  

  Business Response

  Date: 04/02/2025

  Dear ********,

  We acknowledge your frustration regarding the misdelivery of your parcels and appreciate the opportunity to address your concerns.
  Upon reviewing your case, we confirm the following:
  Tracking #UUS5120830794900012 Your support ticket was submitted on January 14, 2025, at 10:21 AM, and our agent responded within 32 minutes. A Parcel Issue Confirmation letter was provided at 11:10 AM with instructions on how to proceed with your vendor.
  Tracking #UUS5190833821555023 This issue was reported on January 17, 2025, at 8:47 AM, and a resolution was provided on January 22, 2025, at 1:34 PM, including a Parcel Issue Confirmation letter and next steps.
  Our team has been actively assisting you and provided the necessary documentation to facilitate a resolution with your vendor. While we regret that these deliveries did not reach the correct location, we have escalated this issue to the station manager to reinforce delivery accuracy and prevent similar occurrences in the future.
  We appreciate your patience and regret any inconvenience this may have caused. If you require further assistance, please refer to your support ticket for next steps.
  Best regards,

  UniUni 

• Initial Complaint

  Date:28/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company tried to deliver my package on Saturday evening and did not leave a card or any information. I received an email that they will come back the next day and nothing. I called ******* and they say that I have to request a delivery and it can't be till next Saturday! I need my package. I offered to pick it up and no option for that! They should not return my package to the warehouse after 1 failed attempt. That is not what the email said they sent or what the website says.

  

  Business Response

  Date: 04/02/2025

  Dear ******,

  We appreciate your feedback and understand your frustration regarding your delivery experience.
  After reviewing your case, wed like to clarify that your parcel was marked as "Return to Office from Transit," not "Failed Delivery." In cases of failed deliveries, a second attempt is automatically scheduled within 48 hours. However, in this instance, the delivery was rejected at the address provided, and the driver returned the parcel to the warehouse to await further instructions.
  Since then, we have verified your address and successfully scheduled a second delivery. We regret any confusion this may have caused and appreciate your patience while we worked to resolve it.
  If you have any further concerns, please feel free to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  ****** *********