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:06/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive a parcel today but it never arrived. I've already contacted the courier service but no one seems to want to help me with my issue.

  

  Business Response

  Date: 15/01/2025

  Good day,

  Thank you for reaching out to us regarding your parcel. We sincerely apologize for the frustration caused by this situation and the lack of assistance youve encountered.
  According to our records, your parcel was delivered on January 6, 2025, at 1:05 PM. The Proof of Delivery (POD) is enclosed for your reference.
  If you believe this delivery did not occur or there are any issues with the package, please let us know so we can investigate further. We are committed to resolving this matter promptly and ensuring your concerns are addressed.
  Thank you for your patience, and we look forward to assisting you further.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package through a business that used ******* to deliver on Nov 25th, 2024. The tracking last updated on Nov 30th, 2024 but the package has not been delivered. I've contacted ******* and opened a support ticket, however there has been ZERO response for nearly 2 weeks, even after I've followed up multiple times.This company is a hack. Ridiculous.

  

  Business Response

  Date: 12/01/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns about your parcel delivery experience. We sincerely apologize for the delay and any inconvenience caused during this process.
  After investigating your case, we want to assure you that our team has been actively engaged in working on your ticket. It was determined that your parcel was unfortunately lost between customs and our sorting facility. To resolve this, we have provided you with a letter to share with your vendor. This letter will assist you in requesting either a replacement or a refund for your order.
  We understand how frustrating this situation has been and deeply regret the impact it has had. Please know that we are committed to improving our processes to provide more timely updates and resolutions for our customers in the future.
  We truly appreciate your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a package through ******* for about a month now and I have received other packages from them but for some reason they refuse to send this one. I have called over 5 times waiting on the phone for over 2 hours for most of the calls have been hung up on and I have asked to speak with a manager but they said they won't let me talk to one to find out what is going on. They told me a supervisor would call me back but I received no call. I have sent numerous emails and only get a generic email back the same one 3 times and now they won't even return an email. I just want this package as it was a Christmas gift but I guess that is too late now.

  

  Business Response

  Date: 12/01/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns regarding your delivery experience. We sincerely apologize for the challenges and frustration youve faced in trying to receive your package, especially given the significance of it being a Christmas gift.
  After reviewing your case, we can confirm that your package was delivered on 2025-01-10 at 15:04:12, and the Proof of Delivery (POD) is enclosed for your reference. However, we understand that the delays and lack of communication have caused considerable inconvenience, and this is not the level of service we aim to provide.
  We deeply regret that your attempts to reach our team have not been met with the responsiveness and support you deserve. The long wait times, missed callbacks, and generic email responses are unacceptable, and we are taking this feedback seriously to address these gaps in our service.
  Please know that we are committed to ensuring all customers receive timely and meaningful responses. We have escalated your concerns internally and are reviewing why the promised supervisor callback did not occur.
  If there are any outstanding issues or further assistance needed, please do not hesitate to let us know. We are here to help and are committed to making improvements to rebuild your trust in our services.
  Thank you for your patience and for bringing this to our attention.
  Best regards,

  UniUni

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package on December 18th/24. As of December 23 there has been NO movements or updates. I can recognize the holidays for delays, however its been over 10 days with no updates. I have created a ticket for someone to contact me within 72 hours, I have gotten no response, I cant get through to someone on the line as waiting over 2 hours one time with no answer was enough for me. This package was ordered for an event that I have to go to. I spent a decent amount on this package and whats frustrating is no updates since the 23rd and now I need to repurchase things for the event when I am out the money I spent, I have never had issues with ordering online and it taking this long before, from *****. Always has been fast and painless. Upon further research I am seeing its a trend with this company and people not getting package. My ETA was for December *****. My package is stuck hours /days away in ***********. It is now the 3rd and literally zero movement on my package. I dont recommend this company! Impossible to get through to an agent, no response from online ticket as well. There is 3 packages split up. Not happy!

  

  Business Response

  Date: 12/01/2025

  Dear *******,

  Thank you for reaching out and sharing your concerns about your package delivery. We understand how frustrating this experience has been for you, especially considering the importance of the package and your upcoming event. We sincerely apologize for the inconvenience and lack of communication youve experienced.
  After reviewing your case, we have identified that your parcel was temporarily delayed between customs and our UniUni sorting facility. We are pleased to inform you that it has now been assigned to a driver for delivery. You can expect to receive your package within the next 24 hours.
  We deeply regret the lack of updates in our tracking system since December 23rd, as well as the delays in responding to your ticket and the challenges you faced reaching our team. This is not the standard of service we aim to provide, and we are actively working to improve both our communication and delivery processes to prevent such issues in the future.
  If you have any additional questions or concerns, please do not hesitate to reach out. We truly value your feedback and appreciate your patience as we work to complete this delivery.
  Thank you for bringing this matter to our attention, and we apologize again for the frustration this has caused.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22763132
  
  I am rejecting this response because:

  
  My item has been out for delivery  for 5 days now. I have two orders, both are out for delivery  but have not come.  I do not live in a large metropolitan area and there is no reason for it to be out for delivery for 4 days. I have never experienced such awful service when ordering online. There is no reason for it to take almost a month to get here.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 21/01/2025

  Dear *******,

  We sincerely apologize for the inconvenience caused by your recent delivery experience. We understand your frustration and disappointment, especially given the importance of your package for your event.
  After thorough investigation, we regret to confirm that your parcel has been lost in transit. This is not the level of service we strive to provide, and we take full responsibility for the challenges you have faced.
  A senior customer service representative will be reaching out to you to assist with resolving this matter and to provide any information necessary for further steps you may need to take with the vendor.
  We deeply regret the inconvenience caused and appreciate your understanding as we work to improve our processes and prevent similar issues in the future.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my package sat in a warehouse for two weeks and now has been out for delivery for 5 days. They are a terrible company, with poor communication and they obviously lie on their tracking site.

  

  Business Response

  Date: 12/01/2025

  Dear ***,

  **** you for reaching out and sharing your concerns about your recent delivery experience. We sincerely apologize for the frustration and inconvenience caused by the delays and the lack of clear communication.
  Weve reviewed your case and can confirm that your package was marked as delivered on January 10th at 12:14 PM, with the Proof of Delivery (POD) enclosed for your reference.
  We understand how important it is to receive accurate tracking updates and timely deliveries, and its clear that we fell short of your expectations. Our team is actively investigating why your package experienced extended transit times and why it was marked as "out for delivery" for several days. We are committed to identifying the root cause and ensuring this does not happen again.
  Your feedback is valuable to us, and we are taking steps to improve our communication and tracking systems to better serve you and all our customers. If there are any additional concerns or if the delivery is incomplete, please let us know so we can resolve this promptly.
  Thank you for bringing this to our attention. We truly appreciate your patience and understanding as we work to improve.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  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:03/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was out for delivery two days ago (1/1), and I received a text at 8:53 am stating that the delivery failed (undeliverable, ******** not reachable). It was out for delivery again this morning, but it never arrived. I did not receive a text informing me that the delivery had failed, so I checked the online tracking. It had failed a second time. I was not contacted about my delivery EITHER time. The delivery driver never called or made any attempts to contact me. I work from home, so I am able to receive my package at any time. I have filed THREE ******** service requests and havent received a response about any of them. The first two had explicit delivery instructions stating that the delivery driver should call me or leave my package under the apartments mailboxes in the garage. These were filed immediately after I received notice that my delivery failed for the first time. Those instructions should have been relayed to the driver for the second attempt!!!My third ******** service request was to schedule redelivery with the SAME request today. I would also like to note that my city was not even an option on the drop-down box! At all!!!I will not be satisfied until the delivery agent personally puts my package in my hands. If this does not happen, I will have to warn everybody not to trust UniUni through social media.

  

  Business Response

  Date: 12/01/2025

  Dear *****,

  Thank you for contacting us and sharing your concerns regarding your recent delivery. We sincerely apologize for the frustration caused by the delivery delays and communication challenges.
  After reviewing your case, we can confirm that your package was delivered on 2025-01-09 at 10:19:01, and the Proof of Delivery (POD) is enclosed for your reference. However, we understand your frustration with the prior failed delivery attempts and the lack of adherence to your specific instructions.
  Please rest assured that our customer service team has been actively engaged with your ticket, and your feedback has been escalated internally to ensure such issues are addressed. We regret that the delivery instructions were not communicated effectively to the driver and that the failed attempts caused unnecessary inconvenience.
  We also recognize the concern about the system not listing your city as an option in the drop-down menu. This issue has been escalated to our technical team, and we are working to resolve it promptly to prevent future difficulties for customers in your area.
  If there are any remaining concerns about the delivery or if the package was incomplete or damaged, please dont hesitate to let us know so we can address this further. We deeply value your feedback and are committed to learning from this experience to improve our services.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 14/01/2025

   
  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:03/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered multiple orders from TEMU that were given to uni uni for delivery. These multiple orders were grouped into three orders with three separate tracking numbers. These orders were to be delivered prior to christmas. When they did not arrive i checked the tracking and uni uni showed that there had been an attempted deliver of 1 of the orders and it was returned to the warehouse as the address was incorrect. I confirmed the address was correct. I called and waited on hold for over 2 hours. the agent googled my address, confirmed it was correct and said she would be reporting the driver. the order would be delivered. i also confirmed at the time that the remaining two orders would be delivered dec 27. they did not arrive and this time the orders were returned to the warehouse by the driver saying my house was a PO box. it is not. i tried to submit a customer support ticket but they website is not allowing for more tickets. I waited on hold again for over 1 hour and was again assured the packages would be delivered and that their support ticket area had crashed due to the mass quantity of tickets they had gotten recently. I called again a few days later, again over 1 hour on hold and the agent assured me the packaged had been assigned to a new driver and that i would have them in as little as 72 hours. important to note that i live only an hour away from the warehouse. The packages have still not been delivered and at this point i consider that the packages that i paid for have been stolen by uni uni with lies of address issues and failed promises of delivery. they are not delivering packages and lying to customers about the reason.

  

  Business Response

  Date: 10/01/2025

  Dear ****,

  Thank you for sharing your concerns. We sincerely apologize for the frustration and inconvenience you have experienced. We deeply regret the delays and miscommunication you encountered, especially given the time-sensitive nature of your deliveries.
  After carefully reviewing your case, we found that your address falls outside of our standard delivery area, which unfortunately led to complications with your orders. While our warehouse does not typically allow customer pick-**** we have made an exception in this instance to ensure you can retrieve your parcels by offering a pick up option. 
  We recognize that there were multiple points of confusion during your interactions with our customer service team, including conflicting updates about delivery attempts and next steps. This situation has highlighted areas where we can improve, and we are actively working to enhance training and communication within our support processes to prevent similar issues in the future.
  A member of our management team has resolved your inquiry, and the warehouse address was provided to you via email on January 8. Should you require further assistance or have additional questions, please do not hesitate to reach out.
  We truly regret the inconvenience caused and appreciate your patience as we worked to address this matter. Your feedback is invaluable to us as we strive to improve and deliver a better experience for all our customers.
  Sincerely,

  ********************

• Initial Complaint

  Date:02/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is unresponsive to requests to redeliver my package. First delivery attempt was 12/15. I don't understand why it was not delivered at that time because my location is a business address with a receptionist who receives packages. She was there at the time. There are blue signs directing to the Main Entrance/Office. Then they said they attempted redelivery on 12/20. Again, she was there but no package. I sent a redelivery ticket on 12/19. No response until 12/27, when they said I needed to wait for the package to return to the warehouse before they can do anything, but the tracking indicates it went to the warehouse on 12/20 and they are telling me on 12/27 I need to wait for it to get to the warehouse... but it's there. There has been no response since then (today is 1/2/25). I had replied with more delivery instructions and even a photo of where to leave it. I sent another ticket yesterday but there has been no response. They have had my package since 12/15. I want my package! I would go pick it up but the website says they don't allow it and its a ************************

  

  Business Response

  Date: 10/01/2025

  Dear ********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the delays and frustration youve experienced in receiving your package.
  Upon reviewing your case, we located your support ticket and confirmed that one of our agents verified your shipping details and proceeded to book a second delivery for your parcel. We understand how important it is to receive your package, and we deeply regret the confusion and delays caused during this process.
  To clarify the timeline, your parcel was returned to the warehouse on December 20th, and the second delivery was booked following your confirmation of delivery instructions. While we strive to ensure timely resolutions, we acknowledge the delay in communication and processing your redelivery request.
  Please rest assured that we are actively working to ensure your package is delivered as soon as possible. If you have any additional delivery preferences or questions, please dont hesitate to reach out to us directly.
  We value your patience and understanding and are committed to improving our processes to prevent such occurrences in the future.
  Sincerely,

  UniUni

  Customer Answer

  Date: 19/01/2025

   
  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.  The package was finally delivered on January 16.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have an e-comm business selling apparel online. UniUni was contracted by YunExpress to deliver to a customer of mine in ****. The parcel made it's way from ***** to **** and has been sitting in **** for over 14 days. I called a week ago and they apologized and said the item would be delivered that day. The item was not delivered to the customer that day and a week later, it still shows no movement in ****. Not only do they not deliver their orders (there are endless reports about this on reddit), but there customer support is a scam. The support bot on their website does not work, the support ticket system on the website also does not work and won't allow you to submit a ticket, and the support line often disconnects after waiting on the line for 25mins.

  

  Business Response

  Date: 10/01/2025

  Dear *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused both you and your customer.
  After investigating the matter, we have determined that the parcel in question has been in a Scanned Processing Delay status within our network since December 26. This delay indicates that the package encountered an issue during processing, and despite our efforts, we have been unable to locate it.
  As YunExpress is the first-mile carrier for this shipment, we recommend that you initiate a claim directly with them to begin a formal investigation. They will be able to initiate the necessary processes to trace the parcel or issue compensation as appropriate.
  We regret that we cannot resolve this issue directly and understand how frustrating this experience has been.
  Sincerely,

  UniUni

• Initial Complaint

  Date:02/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You've had my package out for delivery twice. Then it gets returned to the warehouse. You then lie about the reason it's returned. You do this to other customers also. This is consumer FRAUD. You need to be investigated ****. Deliver my package to me immediately.

  

  Business Response

  Date: 10/01/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely regret any frustration caused by this situation. After reviewing your case, it appears the vendor has restricted the delivery of your package and has requested that the parcel be returned to them.
  Unfortunately, we are unable to override the vendors restrictions. We recommend contacting the vendor directly for further clarification and to discuss next steps regarding your parcel.
  We understand how important it is for you to receive your package and regret any inconvenience this has caused. If there is anything further we can assist you with, please do not hesitate to contact us.
  Sincerely,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22752604
  
  I am rejecting this response because:
  

  UniUni, you have things a little backwards YOU notified me (see screenshot) on the 5th you were returning my package. After that I contacted Temu AGAIN to let them know, and I told them I NEVER want you to provide delivery for me again. At that time they told me you would be blocked from future deliveries for me.

  Why did you LIE and say my address was invalid twice? My package should have been delivered to me on Dec. 26th.

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