Complaintsforuniuni

• Initial Complaint

  18/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently ordered items to be delivered by Uni. I stayed home all day, waiting, no problem. I had to call the delivery driver back which I'll explain. When I called, he barely let me get a word in. He ******** at me continually saying... My # doesn't work in the intercom. Me: No it's long distance. It can't be programmed in. Then he ********.. You never answer your phone. Me: No, I won't answer my phone if I don't know the #. I get prank calls since my last name is spelled ***. Then he ********.. You're never home for delivery. Me: I've been home all day, waiting. Three times I've had deliveries by Uni. Twice I've had to go pick it up elsewhere when I was home, waiting, not notified in a timely manner. Meaning by the time I could get back to the delivery person, they were long gone. This delivery, I had to get this package from another suite in my bldg who I don't even know. So this **** delivery guy gave my package to someone else, he doesn't even know if I know them or not? It's likely I'll never order from **** again thanks totally to this **** delivery driver x 3 & its possible its been the same delivery person too. Unless they get better delivery drivers that is. Thx.

  

  Business response

  25/03/2024

  Good day,

  Thank you for bringing this to our attention. We're truly sorry to hear about your recent experience with our delivery service. Ensuring our customers receive their orders efficiently and with courtesy is of utmost importance to us. It's concerning to hear about the behavior of the delivery driver and the inconvenience you've faced, especially considering your efforts to be available for the delivery.
  We take feedback like yours seriously as it helps us improve. Rest assured, we'll address this issue with the delivery team to ensure better service in the future. We value your business and would like to make things right. Could you please send us your tracking number so we can look into this matter further?
  Thank you for your patience and understanding. We hope to have the opportunity to provide you with a much better experience in the future.

  Thank you,

  UniUni

  Customer response

  25/03/2024

  
  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

  12/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered clothes from online store in the beginning of February. The shop shipped out the package less than 2 days. I waited for 3 weeks and I got the email saying my package was delayed. I waited another week and contacted the shop. They said they will ****** it. That was beginning of this month. And now I got another email saying my package is delayed!!! No way it keeps happening. I really wish the shop changes the delivery company. ** ** ********* 

  

  Business response

  14/03/2024

  Good day, 

  We are sorry to hear that you are having issues with your delivery. 

  Can you please provide us your tracking number as we were unable to find a customer support ticket within our system.

  Thank you,

  UniUni

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had a package that was supposed to be delivered over a week ago. One of the delivery attempts, the driver disregarded the notes to leave the package or call. My package was sent back to the warehouse. The customer service email had stated it takes 48 hours to deliver after the package is assigned to a driver, it has been over that. My concern is why does a driver have so many packages that they cannot deliver them in a timely manner. And where are the packages held while out for delivery for multiple days? Does it just stay with the delivery driver, or held at a secure location? It has taken at least a week to get my package, when it should have already been delivered.

  

  Business response

  14/03/2024

  Good day, 
  We sincerely apologize for the experience you had with UniUni.
  May we have your tracking number to further investigate. 
  Thank you,
  UniUni

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered something from *****. ***** shipped it to ** in two days flat once it arrived at ***************************. UNI UNI DELIVERY DROPPED THE ***** It sat in customs for three days. ***** tracking stated it cleared customs. Called Uni uni asking them to expedite the package from customs deliver it and update the uni uni system tracking because it wadnt showing as picked up by Uni uni in three days. Once uni uni finally pick it up at ******* facility. Next day out for delivery. 9 hrs waiting no delivery no tracking and once I called the number for an ETA . An AI generated says I'm calling from a private number and hangs up the phone. I am still waiting for an ETA. I need to fly to ** with this package but this uni uni is a nightmare. Even **** from ***** arrived faster than Uni uni who doesnt have competent staff or dispatchers. I'm at a lost for words never had such a terrible experience. ***** did fantastic but one uni uni gets you package forget about anything normal

  

  Business response

  14/03/2024

  Good day,
  We appreciate you taking the time to share your experience with UniUni.
  Upon reviewing your customer support ticket, we've confirmed that there wasn't a significant delay with your order. UniUni received your shipping details on March 1st. Subsequently, it cleared Customs on March 6th, 2024, and was successfully delivered on March 7th, 2024. We understand that you may have expected a quicker delivery, and for any inconvenience this may have caused, we sincerely apologize. Please know that your parcel followed a normal delivery schedule without any disruptions. We're genuinely pleased to hear that your parcel was received.
  Thank you for your understanding and continued support.
  Warm regards,
  UniUni

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered an item from ******- package stated "out for delivery" Feb 26- was never delivered. Tracking says unit number missing-we live in a single family house so obviously the delivery driver was not using a proper map. There was no updates and no communication about the delivery error. Feb 26- March 02 there was no updates now tracking as stated "Your package is in transit and will be updated later." When I called they could not even tell me where the parcel is, no updates no calls back. They have had the parcel for 2 weeks.

  Customer response

  08/03/2024

  The business is UNIUNI - its a delivery company I filed the complaint right from there page so I apologize that you didn't have this information.   ************************************************

  

  Business response

  14/03/2024

  Good day,

  We sincerely appreciate you sharing your experience with UniUni.
  Upon careful examination of your situation, our team successfully located your customer support ticket. After reviewing the status of your parcel and the interactions between our Customer Support Team and the warehouse, it became evident that there was a delay in reporting your parcel as "Missing". Despite the efforts of our Customer Support Team to update the warehouse regarding your inquiries, there was a gap in communication that resulted in the warehouse not recognizing the parcel as missing until March 6th, 2024. As soon as this discrepancy was identified, our procedure to search and locate your parcel was promptly activated, leading to its successful retrieval and delivery within 24 hours.
  Please accept our sincerest apologies for the inconvenience caused by this delay and the lack of clear communication regarding the issues your parcel encountered. We acknowledge the importance of transparent communication and swift resolution in such situations. Rest assured, we are committed to learning from this example and ensuring that similar escalations are promptly directed to the appropriate team members to expedite the location of parcels in the future.
  Thank you for your patience and understanding.
  Sincerely,
  UniUni

  Customer response

  14/03/2024

  
  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.
  I just want to note that prior to my call they made no attempt to locate the package for more than 10 days if I have not filed a complaint I would not have received my parcel.
  Sincerely,
  
  *********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a bunch of items from a company who uses uniuni for delivery (unfortunately). I got a notice that my order was out for delivery on Sunday - which is a day we are closed. This is being shipped to a business. That was March 2nd. It is now March 6th and I cannot get any answers for redelivery. On their phone line it says packages will automatically be redelivered within 48 hours. This is a lie. I have called each and every day asking them to attempt redelivery within office hours. I keep being told it is out for delivery right now and driver is on his way to you, he will be there within 15 minutes, up to an hour. I have been told this for the last 4 days. I spoke to ******* (not very friendly at all) asked to speak to a manager, was told "she will call you back" and this call never happened. I was basically told too bad so sad and if I want to file with the BBB to "go ahead". This is just unprofessional and frustrating and I keep getting the run around which is fun, I just want my package!!!!! Tracking #- *******************

  

  Business response

  07/03/2024

  Dear ********,

  Thank you for reaching out to us regarding your parcel delivery concern. We are truly sorry for the inconvenience you've experienced.
  We're glad to hear that your package has been successfully delivered this morning, as confirmed by the **************** Manager. 
  Your feedback regarding the challenges you faced during the delivery process is invaluable to us. We understand the frustration caused by the lack of clear communication and the runaround you received when trying to resolve the issue.
  Rest assured, we will be conducting a thorough review of our delivery processes and customer support procedures to ensure a smoother and more efficient experience for our customers in the future.
  If you have any further feedback or if there's anything else we can assist you with, please feel free to reach out to us directly.
  Thank you for your understanding and patience throughout this matter.
  Best regards,

  UniUni

  Customer response

  08/03/2024

  
  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.  ****** was able to get my stuff delivered. A big thank you to ****** the customer service manager. 
  
  ************************************************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Support does not exist for Uniuni. I have tried submitting tickets via their website, but I am always sent the same copy and pasted response that doesn't answer my questions. I have tried calling, but their support system only says "*** *** ******* **** * ******* ******* *** *** ******** ******* ** *** *********." at which point there is only dead air, and no support. I have no ability to reach a human about issues with the company.

  Customer response

  04/03/2024

  I would like the business to either fix their contact system, so that it is possible for someone to call in via the number listed on their webpage, and speak to a human.  As per my original message, their phone system will decline all calls and say you are calling from a private phone number - if you look at reviews for this business on your own site, you will see there are multiple people with the same complaint.

  

  Business response

  05/03/2024

  Good day,

  Thank you for reaching out and expressing your concerns regarding our support system. We are sorry to hear that you have had difficulties in obtaining the help you need and for any frustration this has caused.
  Upon reviewing our records, we found your customer support tickets, which are a month to two months old. It appears that responses were provided to these tickets, but we understand that they may not have fully addressed your specific queries. We apologize if the responses seemed generic and did not offer the personalized assistance you were seeking.
  To improve your experience and ensure efficient delivery of your orders in the future, we recommend providing your vendor with a full and complete address, a current phone number, and any specific delivery instructions when placing your order. This information is crucial for any last mile courier service, like UniUni, to ensure successful and timely delivery of your products.
  We value your feedback as it helps us to improve our service. Please know that we are taking steps to enhance our support system, including providing better access to human assistance for our customers. If you have any immediate questions or concerns, or if there's anything specific you would like us to address, please respond to this message with the details. We are here to help and committed to ensuring you receive the support you need.

  Sincerely, 

  UniUni

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This does not address the phone system issue at all, it was simply ignored.  I would like for there to be a way to speak to a human being via your phone system which does not work.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/03/2024

  Good day ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. Our team is actively working with our IT department to resolve the issue you've encountered.
  In the meantime, we understand the urgency of your situation and want to ensure you receive the assistance you need promptly. You can call our support number at **************, and we recommend using *82 before dialing the number until our IT team has corrected the issue. This should help bypass the callback service's restriction.
  We acknowledge your frustration with our current support system, and we're committed to improving it to better serve our customers. Rest assured, we're taking your feedback seriously and will strive to provide a more efficient and effective support experience moving forward.
  If you have any further questions or concerns, please don't hesitate to reach out to us directly.
  Thank you for your understanding and patience.
  Best regards,

  UniUni

  Customer response

  08/03/2024

  
  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.

  Thank you!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  27/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Tracking number **************** I have been trying to get my package for 4 weeks now and was told multiple times it would be delivered. Below is a timeline. I have sent more emails in-between these but you can get the idea.1/24 arrival scan at warehouse 1/29 called customer service, confirmed info and was told my package would be delivered within 7 days 1/31 received email that stated - We are currently unable to reschedule a second delivery. To proceed, please verify the shipping information provided below:1/31 responded - I called and spoke to someone and provided all the info **** **** ******** ************** ***** ************ Gate code #**** or #**** You can leave package on porch 2/8- package was not delivered- called customer service for the 2nd time- was old it would be delivered within 7 days 2/14 email to ****** - I have called on 1/29 and 2/8 to get my package. I have talked to 2 separate people, but still the tracking says its at the warehouse.2/16- email from ****** Hi *****,Our system indicates your package will be out for delivery tomorrow. I am still awaiting an explanation for the delay. As soon as I get one, I will let you know, or a member of the **************** team will reach out.Thanks foryour patience and understanding and again, our apologies for the inconvenience and frustration.Happy Friday!************************** 2/17 - package not delivered 2/18 email from ********************,Looks like your package is scheduled for delivery on Monday and within a 24-hour window.I will continue to monitor the packages status. Again, please accept ourapologies for any inconveniencethis has caused.Cheers,Martin2/19 Monday - package never arrived 2/22 email from ****** I am *************************, the **************** Manager at ********************. I have collaborated with ****** and the Station Manager to schedule your second delivery. We regret the delay, but I have received confirmation that your package will be dispatched for delivery tomorrow. I will verify its status early tomorrow and confirm that it has been assigned to a new driver. I will provide you with an update in the morning.Thank you,************************* UniUni **************** Manager 2/23 package never arrived and it still had not been delivered.

  Customer response

  05/03/2024

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

  Customer response

  05/03/2024

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

• Initial Complaint

  23/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan 02, 2024 my tracking number **************** says "Failed delivery attempt, returning to the warehouse. (Wrong Address)." Soon afterwards, my tracking states "****** returned to warehouse, ready for pickup." I contacted the *** *** Support via email on Jan 18. On Jan 19, they replied, and I was informed that they could arrange for a second delivery attempt. They asked me to confirm my mailing address which I provided via email on Jan 19. Since then, I had not received any update or confirmation on a second delivery attempt. I emailed six times to ask if a second delivery attempt would be made and never received another response. I made several attempts to phone but no one answered. On Feb 16, my tracking states "Return to sender warehouse." On Feb 18, I made several attempts via email and phone to ask why my parcel is being returned to sender after I had made several requests to arrange second delivery attempt, confirmed my delivery address (which, the sender confirmed the address is actually correct) or pick-up from their warehouse in ******* and received no response. Like many complainants, I believe the driver stole my parcel. *** *** has delivered parcels from the same sender successfully to my address in the past so there's nothing wrong with my address or its location on the map, and I live in a central area (not remote or new build).

  Customer response

  23/02/2024

  Hello , I would like to modify my complaint to remove "Refund" from the complaint resolution. Thank you.

  

  Business response

  07/03/2024

  Dear ******,

  Thank you for providing detailed feedback regarding the delivery of your parcel, tracking number ****************. We understand and sincerely regret the frustration and inconvenience you have experienced.
  According to our records, your parcel was returned to the sender's warehouse on February 16th, and a confirmation letter was dispatched to you on February 29th to acknowledge this. We apologize for any communication issues or if this crucial update failed to reach you.
  Hearing about your dissatisfaction with our parcel handling and response times is concerning for us. Should you find the resolution outlined in the letter unsatisfactory, or if you have further questions or concerns, please feel free to respond directly to the email that included the letter. We are dedicated to thoroughly addressing your concerns and ensuring you are provided with a satisfactory resolution.
  Thank you for your understanding and patience as we work to resolve this matter effectively.

  Sincerely,

  UniUni

  Customer response

  07/03/2024

  
  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

  22/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had package last mile delivery with UniUni **************** supposedly "delivered" 1/18/24 but I never received it.************************************************************************************ But if go into the tracking that is not the address in the picture.I have already contacted Uniuni support a multiple times with no response.

  

  Business response

  07/03/2024

  *****************,

  Thank you for reaching out to us regarding your delivery concerns with UniUni, for the package tracked under ****************. We appreciate your diligence in following up on this issue.
  Upon reviewing our records, we found that your customer support ticket related to this matter was resolved on February 22, 2024. If you are not satisfied with the resolution provided or if there are any ongoing concerns regarding this delivery, we encourage you to reply directly to the customer support ticket. This will allow us to reopen your case and take a closer look at any unresolved issues.
  We apologize if our initial response did not fully address your concerns. Your satisfaction is very important to us, and we are committed to ensuring that your issues are resolved to your satisfaction. Please do not hesitate to reach out through the customer support ticket, and our team will be more than happy to assist you further.
  Thank you for your patience and understanding. We look forward to the opportunity to make things right.
  Warm regards,

  UniUni

  Customer response

  07/03/2024

  
  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,
  
  *******************

*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. ↩