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:14/10/2025

  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.

  OnOctober 12, 2025, UniUni claimed they attempted to deliver my package and that I was unavailable. That statement is entirely false. I was home all day, waiting in front of the door the entire time and I can guarantee that a delivery attempt was NEVER made. I watched dor a driver and no one came by all day long. No knocks, no doorbell, nothing left at the front lobby, no notice of any kind. If anyone has attempted to deliver, it would have been impossible not to have seen me, as I stood in front of the door the entire time. I assure that no delivery attempt of any kind was ever made.Uniuni marked the package as "delivery attempted," which is a completely fabricated status update. This constitutes consumer deception and service misrepresentation. After researching online, I found that numerous other customers have reported the same pattern: ********************** falsely logs "attempted delivery" when no driver ever showed up. Instead of actually making any attempts, they often send packages back to original seller without ever even attempting to deliver. Many reviews also state that the delivery drivers often mark packages as "delivered" and steal those packages.There seems to be a reoccurring pattern to this issue. Furthermore, I have tried to contact their customer service at least 20 times through their non-functional chatbot, emails, complaint ticket, and phone calls. They do not answer to any of these things. This appears to be an intentional practice to avoid any responsibility for their failure to deliver promises and breaching of contracts.I contacted both Uniuni and the retailer multiple times and received no resolution or accountability. Their lack of response shows clear disregard for consumer rights and fair business conduct.

  Customer Answer

  Date: 14/10/2025

  I am not sure what you want me to do. I already clarified that the issue was resolved and you keep telling me to submit a complete response. There is nothing more I can provide. 

• Initial Complaint

  Date:14/10/2025

  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.

  No delivery attempt made and product returned to sender X 3.

  Customer Answer

  Date: 16/10/2025

  Tracking number(s)

   

  UUS5A71789992389061

  UUS5A61780985132364

   

  THANK YOU

  

  Business Response

  Date: 24/10/2025

  Hi Heloise,
  We sincerely apologize that your parcel was not delivered as expected. To process a full refund for you, weve sent an email requesting a copy of your receipt. Once we receive it, well complete your refund as quickly as possible.
  Sincerely,
  UniUni

• Initial Complaint

  Date:14/10/2025

  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.

  ******* sent me a delivery attempt for 3 days straight saying that they tried to attempt a delivery but wasnt able to deliver . This is a lie because no one came to my home for those 3 days because I was here all those days waiting for the delivery. The drivers are being dishonest about delivery attempts because they are not wanting to deliver certain packages for whatever reason. This has caused me a huge inconvenience

  

  Business Response

  Date: 23/10/2025

  Dear ********,
  Upon review, our records show that the driver attempted delivery on October 13 and October 15, and the delivery was successfully completed on October 19, 2025. The proof of delivery (POD) was emailed to you on October 21, 2025 for your reference.
  Please dont hesitate to reach out if you have any further questions or concerns.
  Sincerely,
  UniUni Customer Support

• Initial Complaint

  Date:10/10/2025

  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 have had three packages that were sent by UniUni, the first was left at the wrong address that was nowhere near my house nor looked like it, proceeded to say it was delivered by sending a picture of a package in front of a random house, worse of all the package was not even found I had to order it again. and when I tried to complain they would take very long or i would get no reply. They would blame it on wrong address but Id check again and itd be the same address I use for every other purchase that makes it to my house SUCCESSFULLY. The second one had the same experience but was delivered somewhere in my neighborhood, a house i could recognize and ask the tenants about said package. I found out there had been no actual package of mine delivered there, nor was it anywhere. They never helped and once again my package was lost. The first time I had told the companies Id shop for to never send my packages through UniUni again. Then I made a purchase on ****** which had promising reviews on their products, but little did i know (it does not tell you the shipping company, i was just told by top toy after my second complaint and it made sense why this had happened again. I believe UniUni is a fraud, i have seen other reviews of people thinking drivers are stealing packages. With all my lost packages I believe the same. The company has no integrity and does not care about helping customers nor delivering packages.

  

  Business Response

  Date: 17/10/2025

  Dear Zelda,
  

  Thank you for bringing these delivery issues to our attention, and we apologize for the negative experiences you've had with packages handled through our network.
  

  We understand your frustration with the previous delivery failures you experienced, particularly when your address has been successfully used with other carriers. After reviewing your current case, we found that your package is in storage at our facility. However, we have identified an issue: the address information in our system appears to be incomplete, which may explain the previous delivery problems.
  

  On October 14, 2025, our Customer Support team sent a request to your email address ********************** asking you to confirm your complete address details, including city and postal code, along with your tracking number and any relevant delivery instructions. We have not yet received a response to this request.
  

  To move forward with delivering your current package and preventing future issues, we need you to reply to that email with the following information:
  Complete address including city and postal code
  Phone number
  Any buzzer, gate codes, or delivery instructions
  

  Once we receive this information, we will update your address in our system and schedule delivery of your package currently in storage. We are committed to ensuring this delivery is completed successfully.
  

  Please respond to the October 14th email from our Customer Support team at your earliest convenience so we can proceed with resolving this matter.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:10/10/2025

  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 is a last mile courier service partnered with ****** AliExpress) vendors from *****. First problem was encountered in Nov 2024 and dealing with two deliveries now.The pattern is failed first delivery almost always on a weekend (we are closed). Delivery on the first attempt has never occurred. We reach out for a second delivery and that success rate is 1 of 4. We did receive one parcel after messaging them.Currently we are expecting two orders, placed approximately a month ago, from different sellers using Uniuni. and both cite Failed Delivery on Sep 19, claiming we are not home or severe ********** 2024, **** could not help (refund) because they claim an attempted a delivery is sufficient.

  

  Business Response

  Date: 17/10/2025

  Dear *****,

  Thank you for bringing this matter to our attention, and we apologize for the ongoing delivery difficulties you have experienced with our service.
  

  After reviewing your case, we can confirm that your package was returned to the vendor on October 29, 2024. We have noted that the return occurred before our standard 30-day holding period expired. The driver had marked the parcel as "rejected," which may have triggered an earlier return process. When you contact the vendor regarding a replacement or refund, you may want to mention this detail as it could be relevant to their records.
  

  At this point, you will need to contact the vendor directly to arrange either a replacement shipment or a refund. We understand this creates additional steps for you to resolve a situation that stemmed from our delivery failure, and we apologize for the inconvenience.
  

  We recognize the pattern of delivery issues you have experienced with our service, and we are working to improve our delivery success rates and communication processes to prevent similar situations in the future.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:09/10/2025

  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.

  Sunday October 5, a UNI UNI driver backed into my car in a private parking spot and fled the scene. My neighbour got in his car and chased him down so he came back.The driver is ******** ***** I have all his info and his boss was called. His boss Kapil is on recording saying he will pay for all repairs for my car.His boss is now ignoring us. The estimate for damages SO FAR is $7600.His boss is trying to personally pay us off without ******* corporate being notified. ******* is partaking in organized crime with this. The drivers insurance also didnt match the address on his drivers license. These guys need to pay

  

  Business Response

  Date: 17/10/2025

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

  Thank you for reporting this serious incident, and we sincerely apologize for the property damage caused by one of our delivery drivers and for the lack of resolution you have experienced since October 5th.
  

  We want to be clear: UniUni does not condone hit and run behavior, attempts to avoid proper reporting channels, or any efforts to handle accident claims outside of established insurance and legal procedures. The actions you described do not reflect our company values or policies, and we take these allegations very seriously.
  

  Your case (ticket #*******) has been escalated to our Station Manager, who oversees our delivery operations in your area. We are now forwarding this BBB complaint directly to the Station Manager to ensure your case receives the urgent attention it requires. The Station Manager will be reviewing all aspects of this incident, including the driver's conduct, the handling of the situation, and the insurance discrepancies you noted.
  

  You should expect follow-up within 24 to 48 hours via your support ticket. We are committed to ensuring this matter is handled through proper channels and that you receive a resolution.
  

  We understand the frustration and concern this situation has caused, especially given the significant damage to your vehicle and the attempts to avoid accountability. We are working to expedite a resolution and appreciate your patience as we address this matter at the management level.
  

  Sincerely,

  UniUni

• Initial Complaint

  Date:07/10/2025

  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.

  My shipment was being tracked and was supposed to arrive this afternoon. It's a double driveway with plenty of room and the address clearly stated on the Mailbox like it has been for 50 years. I ordered 4 shipments from ******** on the same day and UniUni is the only one that didn't show. *** showed, Swiship showed but not UniUni. Shipper's like UniUni hire unqualified workers that are lazy. So I leave a review and I stop using them and any company that uses them. I'm here at the BBB because this shipment contained health items and now I will have to take my own time to find their warehouse and go pick it up or feel miserable due to health concerns from not having my shipment for the rest of the week if I can't find time. I work three jobs. This was important like every shipment should be. You aren't local as far as I know and you can't find any information on your warehouses (or ones you've rented out). I've included a photo of the screenshot from my phone with driver giving their reasoning including their bad spelling. I'm concerned even using these items after they've sat with whomever can't spell "address" when they are working as a delivery driver or double check their notes after they have just ditched someone's shipment. As a matter of fact, I am going to cancel my order. You guys ruined the end of my weekend. I hope your driver got home on time and that they are okay. I mean, if they weren't it probably would have been a different reason. Instead of just blowing me off and pretending like you couldn't deliver it.

  

  Business Response

  Date: 14/10/2025

  Dear ******,
  Weve sent you an email regarding your delivery. It appears there may have been some confusion on our part about the address, and we sincerely apologize for that.
  If you could kindly respond to that email, well be able to resolve this for you as soon as possible.
  Warm regards,
  The UniUni 

• Initial Complaint

  Date:07/10/2025

  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.

  They ran over a barricade meant to keep vehicles off the property. I contacted these people, got an automated response and then nothing.

  Customer Answer

  Date: 07/10/2025

  I don't have an estimate. I fixed using gravel from my back yard.

  

  Business Response

  Date: 17/10/2025

  Dear ****,

  Thank you for reporting this incident, and we sincerely apologize for the damage caused to your property and for the lack of follow-up communication you experienced after your initial contact.
  

  We take property damage incidents very seriously and have a formal escalation process to ensure accountability. Your case has been escalated to our Driver Escalation Team, and we submitted a ticket requesting your authorization to proceed with our investigation.
  

  To move forward, we need your consent to share your case details, including any photo or video evidence, along with your contact information, with our **************** Partner (***). Our ***s are the independent delivery companies whose drivers operate on our network. By sharing your information with the ***, their management team can contact you directly, conduct their own investigation, and work with you toward a resolution, including addressing the property damage caused by their driver.
  

  We understand your frustration with the process, and we apologize that our initial automated response did not provide the clarity or urgency this situation warranted. However, without your authorization to share your information, we are unable to proceed with holding the driver and their delivery company accountable.
  

  If you consent to us sharing your details with the *** for investigation and resolution purposes, please reply to the email that requested the consent to be authorized. Once we receive your authorization, we will immediately forward your case and ensure the *** contacts you within 48 hours.
  

  We are committed to resolving this matter and appreciate your cooperation in allowing us to take the necessary steps.
  

  Sincerely,

  UniUni

  Customer Answer

  Date: 17/10/2025

   
  Complaint: 23975085
  
  I am rejecting this response because:
  I've sent this information 3 times. I want restitution for damages. $500.00
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 27/10/2025

  Good day,
  Weve reached out multiple times regarding the **** or doorbell camera footage showing the driver on your driveway. Another email was sent today to request this information, as its required to move forward with our investigation.
  Weve also noted your request to stop deliveries to your address and are in the process of implementing this for you.
  Sincerely,
  UniUni

• Initial Complaint

  Date:07/10/2025

  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.

  The address label on a parcel that was delivered to me contained my apartment number, however the parcel was not delivered to my unit, but just the front door.

  

  Business Response

  Date: 14/10/2025

  Dear ******,
  Weve sent you an email requesting a few additional details regarding this issue. Please take a moment to review it at your convenience.
  Warm regards,
  The UniUni Team

  Customer Answer

  Date: 14/10/2025

   
  Complaint: 23973835
  
  I am rejecting this response because:

  My only options were to either accept or reject.

  Per the attached, I have provided a transparent screenshot of my individual apartment unit, as well as verifying my account information, as requested.

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

  

  Business Response

  Date: 21/10/2025

  We sincerely apologize for any inconvenience caused by your package not being delivered as you expected.

  Please note that delivery instructions provided when placing your order are sometimes not shared with us by the sender. To ensure we follow your preferred delivery method, we kindly ask that you contact us once you receive your tracking number so we can update your delivery instructions directly in our system.
  Thank you for your understanding and cooperation.
  Best regards,
  UniUni

  Customer Answer

  Date: 21/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will adhere tonthe business' feedback as rendered.

  Should future problems occur w/ parcel deliveries, this complaint shall be referenced.

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

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding a UniUni delivery that went missing. Tracking #JY25CA10A000961302 The package has been marked as "out for delivery" since Sept 20. I have contacted customer service numerous times to find out what is going wrong with this and was told there's an investigation. The latest tracking on their site says they are investigating. On September 29, they sent me an email saying they lost the package and I should contact the sender so they can initiate an investigation to verify the claim. However, the sender is in *****, can't access the UniUni website to confirm this "investigation" status and I wasn't given any info in the email for the sender to follow up with anyone. I explained this multiple times to customer service (nearly three dozen messages back and forth since my initial outreach on September 23), who repeatedly closed the ticket on this complaint despite the fact the tracked package went missing in their custody. Repeatedly I was denied contact info for someone in the company who could actually help. The sender said they can't do anything about this situation because there's no info for them to follow up on. It's the responsibility of UniUni to notify the sender they lost the package so I can get my money back for their negligence in handling this package. **************** kept sending cut and paste responses, totally disregarding what I was telling them and their email admitting they lost my package was useless as proof since there was nothing official about it as it contained no contact information for the seller to follow up on. I also don't understand how a tracked package gets lost. This was a necklace, so I don't know if it was stolen but the fact UniUni is offering no tangible support in the matter and has disgracefully put the **** on me to find remedy in this situation that is entirely their fault is beyond unprofessional and potential customers should be aware of how this company does business and dismissively treats customers.

  

  Business Response

  Date: 17/10/2025

  Dear ******,
  

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration you have experienced throughout this process and for the loss of your package.
  

  After reviewing your case, we can confirm that your package (Tracking #JY25CA10A000961302) has been classified as lost. Our warehouse conducted a thorough search and was unable to locate your parcel. We take full responsibility for losing your package while it was in our custody.
  

  We understand your frustration with the resolution process and the difficulty in coordinating with an international seller. To ensure this matter is resolved promptly, we are reaching out directly to the Key Account Manager for your vendor to facilitate the resolution on your behalf. This will allow us to work with them directly to process the claim without requiring additional effort from you.
  

  You should expect to hear from either your vendor or our team within the next few business days regarding the resolution of this matter.
  

  We sincerely apologize that your package was lost while under our care and for the challenges you encountered in trying to resolve this situation. We are committed to ensuring this is handled appropriately moving forward.
  

  Sincerely,

  UniUni

  Customer Answer

  Date: 18/10/2025

   
  Complaint: 23970123
  
  I am rejecting this response because you make no mention of changing your policy. While I'm thankful you have accepted responsibility for losing my package, the fact remains I had to file a complaint with the BBB to get any kind of action towards resolution. You have failed to mention anything about instituting a better escalation process for your customer service reps/AI **** to follow so that customers aren't left feeling completely ripped off and without any recourse when their packages have been lost. All I asked for (over a dozen times) was proper and professional documentation to take back to the sender of the package for a refund and I was repeatedly denied that request and brushed off. That is unprofessional and frankly, suspect behaviour.

   

  

  Business Response

  Date: 05/11/2025

  Dear ******,
  A Parcel Issue Confirmation was sent to you on September 29, 2025. As per our policy, a refund has been issued directly to the seller, and you will need to contact them to receive your refund or credit.
  We understand this situation has been frustrating, and we sincerely apologize for any inconvenience caused. Please be assured that we have followed the standard refund process to ensure your case was handled correctly.
  Thank you for your understanding and patience.
  Best regards,
  UniUni Customer Care