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

  
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  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:31/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 31/03/2025

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

• Initial Complaint

  Date: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.

  My package with tracking number EE1013047872034EC06030003C0N and UUS53J1261034252710 was delivered to the wrong address. As you can see from the delivery photos I provided, it was delivered to a location called "**********************" which is nowhere near my delivery address and I do not know where that location is. Can you mark the tracking as not delivered as the package is at the wrong location and needs to be redelivered to the correct address. You can see from the attached photos that it is delivered to the wrong location.

  Customer Answer

  Date: 31/03/2025

  Hi there I bought it on ****. All I want is for them to acknowledge that they lost the package and delivered it to the wrong address as I want to open a claim on **** but they need confirmation from the carrier that the package was indeed lost and delivered to the wrong address. I just want for them to update the tracking to show lost. Also, I am also trying to fill out the refund form at ********************************************************************* but I am getting an error saying "Failed to create ticket. Please try again." You can see that in the images as well. Can you just go ahead and get that processed for me as the form is not working.

  

  Business Response

  Date: 09/04/2025

  Dear ****,

  Thank you for your message and for providing the delivery photos. Weve reviewed the case and can confirm that the parcel was delivered to the wrong location ("**********************"), which does not match the delivery address on file.
  Please note that we are unable to change a parcels delivery status once it has been marked as delivered in our system. This limitation is built into our system and is known to your vendor.
  On Friday, March 28, 2025, at 2:36 PM, we issued a Parcel Issue Confirmation Letter to support your claim. This document is intended to help your vendor identify the issue and take the appropriate next steps with UniUnis Operations team.
  Per our process, your vendor must contact UniUni directly to move this forward.
  We understand this situation is frustrating and appreciate your patience while the vendor completes the required steps.
  Sincerely,
  UniUni

  Customer Answer

  Date: 09/04/2025

  
  Complaint: 23127254
  
  I am rejecting this response because:
  
  Hi there, the shipper has already attempted to contact you and move forward with a lost package claim but it appears that you do not want to cooperate with them because they have not received any response from you whatsoever. You can see that in the attached image below. They reached out to you several times but you did not respond. When will you reach out to them to correct this issue?
  
  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 delivery driver 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. This needs to be escalated to upper management so the driver will deliver the packages and to listen to the provided delivery instructions at the location. They have been alerted to this several times via email and yet they continue to do the same thing. This issue needs to be acknowledged because when I contact them through phone or email about this specific issue, they won't respond and the same issue continues to occur again and again. 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 15/04/2025

  Dear ****,

  Thank you for your message.
  We are currently reaching out to our Operations Team to verify whether the vendor has successfully contacted UniUni regarding a lost package claim. If we confirm that no communication has been received from their side, we will initiate contact directly to ensure the matter is addressed appropriately.
  Our goal is to support the resolution process in a timely and transparent manner, and we will follow up accordingly based on the outcome of our internal review.
  Sincerely,
  UniUni

  Customer Answer

  Date: 15/04/2025

   
  Complaint: 23127254
  
  I am rejecting this response because:
  
  I already checked and the shipper has already reached out to you several times regarding a lost package request but has continually failed to receive any communication from you. When will you open a lost package investigation. I also do not understand why you need to even reach out to the merchant to validate a lost claim anyways as it's already been verified by you as being lost and delivered to the wrong address. I already tried filling out the form at ********************************************************************* but it doesn't work.  
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 25/04/2025

  Dear Mr. ************* you for your follow-up.
  Our policies have recently been updated to align with the contractual agreements we have in place with our vendor partners. As part of this process, UniUni is unable to initiate a lost package claim independently. We require the vendorthe original shipperto formally contact us to begin the investigation and claims process.
  We have confirmed with our Operations Team that, to date, no direct communication has been received from the vendor regarding your shipment. While we understand your frustration, our process is designed to ensure proper handling, tracking, and resolution through the original vendor relationship.
  We sincerely apologize for the inconvenience you have experienced. Our team remains ready to assist as soon as we receive the necessary communication from the vendor. We appreciate your patience and understanding, and we are committed to supporting a resolution as soon as the process can formally begin.
  Sincerely,

  UniUni

  Customer Answer

  Date: 25/04/2025

   
  Complaint: 23127254
  
  I am rejecting this response because:
  
  I checked with the shipper yet again and they even confirmed to me that they sent you the claim to get started. They said they even got the email notification saying that a ticket was opened but they did not receive a response. They sent it to your email several times but never got a response from you. For reference, the seller name is ct_********* and you should have heard something from them. If you haven't then feel free to reach out to them directly. I also have proof showing they reached out to you and did not get a response. Their **** shop is also below. 
  
  On top of that, we both filled out the form ********************************************************************* and it didn't work and went nowhere. 
  
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 07/05/2025

  Dear Mr. ************* you for your follow-up and for providing the seller information. We appreciate you sharing those details, and we will forward the contact information and supporting context to our Operations Team for further review.
  We understand your frustration regarding the claim submission process and the lack of response you've experienced. We'll ensure that the matter is re-evaluated internally, and we will follow up with the appropriate teams to determine the next steps.
  Thank you again for your patience and for bringing this to our attention.
  Sincerely,

  UniUni

  Customer Answer

  Date: 10/05/2025

   
  Complaint: 23127254
  
  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: 23127254
  
  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 occuring 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: 09/06/2025

   
  Complaint: 23127254
  
  I am rejecting this response because:
  
  At the time of writing this the form remains broken and does not work. 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: 23127254
  
  I am rejecting this response because:

  This response fails to address the ever continual problem of uniuni continuing to deliver packages to the wrong place when will this be resolved as it seems like the same issue just keeps occuring again and again. 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: 03/07/2025

  Dear Mr. ************* you for your message.
  We understand your frustration regarding the repeated delivery concerns, and we acknowledge this is not your first time bringing it to our attention. Please know that we have escalated this case once again to our warehouse management team for immediate review.
  While we do not initiate claims or refunds directly, the responsibility for resolution ultimately lies with the seller. As youve already shared the merchant name and shop details, weve flagged this to ensure the correct internal routing has occurred. That said, our role as the carrier is limited to providing delivery records and confirmation. Weve done so by issuing the delivery certificate previously provided.
  Should the merchant require additional confirmation, we are willing to resend that documentation. We recommend continuing communication with the seller, referencing the attached delivery record to move forward with a refund or replacement.
  Well continue monitoring internally to prevent recurrence on future deliveries.
  Regards,
  UniUni

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23127254
  
  I am rejecting this response because:

  I have remained in contact with the seller and they have already confirmed with me that they have tried to reach out to you several times in order to proceed with the claim but they still have not heard back from you. We cannot move forward because you are not reaching out or responding to the seller. Because I was informed that in order to get a refund, you will reimburse the seller and then the seller will reimburse me. However, they have contacted you several times and still have not gotten a response. On top of that, the "Claim Your Refund" form is still live on your website and still doesn't work. It baffles me as to why my order is not eligible for a refund as described on your website. If nobody is eligible to claim a refund on that website then why is it still live on the internet? 
  
  Until you reimburse the seller so he can reimburse me or you choose to refund me directly, this case will still remain open. 
  
  On top of that, it is becoming abundantly clear that these escalations are not working because I've seen the same situation occur again and again repeatedly. Some even occurred a few days ago. Since it is very clear that you are not able to offer service reliably in my area, I highly suggest that you stop offering delivery to my area as this situation has just gotten out of control and no matter what happens the same misdeliveries occur yet again and again. 

  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 16/07/2025

  Dear ****,
  Thank you for taking the time to share your concerns. We sincerely regret the ongoing challenges you've experienced and understand your frustration.
  We have reached out once again to our Operations team regarding your situation. At this time, they are unable to confirm receipt of any communications from the vendor associated with your claim. In order to proceed with the investigation, its critical that we confirm which email address the vendor has been using to contact us. If youre able to provide that, it would be greatly appreciated and may help us expedite resolution on your behalf.
  As for the Claim Your Refund form you referenced, we appreciate you bringing this to our attention. Please note that this form is no longer active and the service is no longer available through UniUni. As part of recent process changes, all refund-related inquiries must now be handled directly by the vendor. We understand how this may have caused confusion, and we are working internally to ensure any outdated references are fully removed to prevent further frustration.
  We remain committed to assisting wherever possible within our scope as a third-party logistics provider. While we cannot issue refunds directly, we are doing our best to support your case by escalating internally and attempting to bridge communication with the seller.
  We appreciate your patience and understanding as we continue to work toward a resolution.
  Sincerely,
  UniUni

  Customer Answer

  Date: 18/07/2025

   
  Complaint: 23127254
  
  I am rejecting this response because:
  
  Hi there the seller should have reached out to you using your online form as well as your email ******************************************************************************************. I am also fairly certain they called you using your telephone number on the website as well as the support chatbot. 
  
  As for the refund page, as of writing this the page is still live. I do not understand why you haven't taken down the page if you aren't even willing to provide refunds. If you won't refund me through that form then why is it still live? It's been several months and the page is still live. If you are truly not doing it anymore then when will the page be removed as it's clearly misleading to say refunds are being provided when it isn't. It also offers a false sense of security for those using your services as many people like me believe that a refund will be provided due to delivery driver error and mismanagement but that clearly is not the case and I have failed to receive a refund from you. 
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:27/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/04/2025

  Dear *****,

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

• Initial Complaint

  Date:27/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 31/03/2025

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

• Initial Complaint

  Date:26/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/04/2025

  Dear Melan,

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

  Thank you,

  UniUni

  Customer Answer

  Date: 02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:26/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/04/2025

  Dear *****,

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

  Sincerely, 

  UniUni

• Initial Complaint

  Date:24/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 24/03/2025

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

  

  Business Response

  Date: 02/04/2025

  Dear ****,

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

  UniUni

• Initial Complaint

  Date:21/03/2025

  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.

  On several occasions this driver delivered packages to my home. I've asked her several time to not ring my bell for extended time periods. She leans on the bell for about 20 seconds, even if you answer, you have to wait until she's done ringing the bell to buzz her in. I went downstairs to personally ask her to not ring the bell in this manner. She became combative, threatening, and completely rude. Using explicit language. Telling me this if her (curse word) job and she will do what she wants. She threw my package at me and left. I reached out to customer service several times, only to be placed on hold for hours and then hung-up on. Their driver is very unhinged and needs to be retrained and reassigned to a different area. Threatening someone and ringing an entire building's bell for one person's package is not only deranged, it's totally unacceptable.

  

  Business Response

  Date: 04/04/2025

  Dear ******,

  Thank you for bringing this to our attention. We want to start by sincerely apologizing for your experience, both with the delivery and the lack of proper follow-up when you reached out to our support team.
  Weve reviewed your previous support ticket and found that it was not handled appropriately and was not escalated as it should have been. We take full responsibility for that failure and have since flagged this case directly to the Customer Support Manager. Your ticket is now on an expedited path, and you can expect a formal response and follow-up no later than Wednesday.
  Regarding the behavior you described from the driver please know that this is taken very seriously. Threatening language, unprofessional conduct, and any form of disrespect toward customers is completely unacceptable and goes against everything we stand for. We have opened an internal investigation into the delivery personnel involved, and this incident is being reviewed with our local station management and HR.
  We appreciate you taking the time to report this and allowing us the opportunity to address it properly. You can expect a meaningful and appropriate resolution.
  Sincerely,

  UniUni

• Initial Complaint

  Date:21/03/2025

  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 purchased multiple items from ******** on 3/8/25. The order was received by UniUni 3/11/25 and was out for delivery 3/19/25. It never showed up. The next day, 3/20/25, I get an email notification that there was an attempted delivery that failed. Mind you, I have cameras covering my front door and street to my home, zero delivery attempt was made. My package now just says failed delivery, retry later. Im pretty sure my package is lost and will not be showing up. It is now 3/21/25 and Ive seen and heard nothing. The be tried calling UniUni multiple times only to sit on hold for hours with no answer. Ive tried emailing as well with no response. If I receive no response in the next couple days Im just going to file a chargeback and not purchase from ******** again if they use such sketchy delivery servicers. This company is a scam.

  

  Business Response

  Date: 04/04/2025

  Dear *****,

  Weve reviewed your support ticket submitted on March 20, 2025 at 8:54 AM, along with our delivery records.
  Our team responded to your ticket a few days late after our promised time on March 25, 2025, asking if the parcel had since been received, but we did not receive a reply. Weve attached a screenshot of our response and the proof of delivery (POD) photo for your reference.
  According to our system, the parcel was successfully delivered on March 21, 2025 at 12:15 PM to the following address:
  **************************************************************************
  If you did not receive the package despite this confirmation and the delivery photo, we recommend contacting YesStyle directly. As the vendor, they are responsible for processing refunds or replacements and can escalate the case to UniUni through their internal channels if necessary.
  We understand this situation is frustrating and thank you for bringing it to our attention. Please rest assured, if any further information is needed from our end to assist ********* investigation, we will fully cooperate.
  Sincerely,

  UniUni

• Initial Complaint

  Date:20/03/2025

  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.

  This company falsely claims packages are undeliverable. There are cameras that show who accesses the building & no second attempt was made to redeliver. They do not respond in a timely manner. Someone on the phone told me my package would be delivered the next business day & of course, nothing. There are no updates on anything & when you reach someone on the phone, they are absolutely no help. I do not ever want this company delivering anything to my address, ever. Completely unprofessional & a waste of time when you are looking to receive things on time. Nothing but terrible reviews of this company all over the *************** do not need to be operating.

  

  Business Response

  Date: 04/04/2025

  Dear Ahmaree,

  Thank you for sharing your concerns. Weve thoroughly reviewed your delivery case and the support ticket you submitted on March 17, 2025 at 6:49 PM. We understand how frustrating this situation has been and want to ensure you're fully informed of the steps taken and what to expect moving forward.
  Heres a breakdown of the timeline and current status:
  On March 17, our system prompted follow-up questions to prepare our team to assist you as soon as they reached your ticket.
  On March 20, a representative responded confirming the first delivery attempt had failed and that a reattempt would occur within 2448 hours.
  Later the same day, a second message was sent advising that another delivery attempt was made, but unfortunately, it also failed, and the parcel was returned to the warehouse awaiting additional instruction from you.
  On March 27, we followed up to inform you that the parcel had been marked as currently lost by our warehouse team.
  At this stage, your parcel is under our 14-day internal recovery protocol, which gives our warehouse and delivery teams time to investigate, trace, and recover the item. If found, it will be scanned back into the system and scheduled for immediate delivery.
  If the parcel is not located by the end of the 14 days, our support team will follow up with a formal resolution.
  In the meantime, we recommend checking your tracking number regularly at ****************************** for any updates. Youll see any progress reflected there as soon as its available.
  We recognize your concerns about communication delays and deeply regret the inconvenience youve experienced. Please be assured this matter is actively being monitored, and we are committed to resolving it properly.
  Sincerely,

  UniUni