Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
• 

  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/12/2024

  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 product from **** on on 12/04/2024. I got the tracking info and watched the progress through the Etsy app. A notification for the order said it was out for delivery on 12/14/2024. The package was jever delivered, and when i checked the tracking, it said there was an attempted delivery and it failed. There is no ********** or ***** record of the tracking number, i have to use ****'s tracking and all it says is the delivery failed. The UniUni website says another attempt would be made within ***** hours and no second attempt was made. The support contact number for UniUni doesn't work, it says it cannot be completed. The website is a disaster and it took me several attenpts to file a ticket. I still have not gotten a response. I have no idea where the warehouse is that my package might be. This was supposed to be delivered by now and there was no ******* at delivery. I am disgusted with this service and I want my package, it was supposed to be a gift.

  

  Business Response

  Date: 27/12/2024

  Good day,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced during the delivery of your Etsy order.
  After reviewing the tracking information, we can confirm that your package was successfully delivered on December 18, 2024, at 16:28:48. We regret the challenges you faced, including the confusion surrounding the failed delivery notification, the lack of updates, and the difficulties with our website and customer support channels.
  We understand how important it is to have reliable communication and tracking for time-sensitive deliveries like gifts, and we apologize that our service did not meet your expectations in this instance.
  If you still have concerns about the delivery or believe there may have been an issue with the package, please dont hesitate to reach out to our support team for further assistance. We appreciate your patience and your feedback as we work to improve our processes and ensure better service in the future.
  Sincerely,

  UniUni

• Initial Complaint

  Date:18/12/2024

  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.

  **************** for this carrier is very poor. They make you wait for an hour or more. They direct you to submit a support ticket but it either fails or no one ever gets back to you. They said my address was undeliverable and did not allow me to update my address. My package is back at their warehouse. The *************** directed me to call them or submit a ticket to update address before the shipment is sent back to sender but it's impossible to get in contact with them. This is so unfortunate.

  

  Business Response

  Date: 27/12/2024

  Dear Jasmine,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused during this process. After reviewing the status of your parcel, it appears that the vendor has requested for the parcel to be returned to them. Unfortunately, we do not have specific details regarding the reason for this request.
  We kindly recommend reaching out directly to the vendor for further assistance and clarification. They will be able to provide more details regarding the status of your order and any next steps needed to resolve the matter.
  We apologize for any inconvenience this has caused and appreciate your understanding. Should you need additional assistance, feel free to contact us.
  Sincerely,

  UniUni

• Initial Complaint

  Date:18/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uniuni has held one of my packages for over a month and never attempted to deliver it. Their tracking system claims they triad and failed multiple times however I was present at the delivery location every single time and never once received any texts, phone calls, knocks on the door, or any attempt to contact me.Their sole customer support phone line frequently has wait times of over an hour with frequent disconnects restarting the process from scratch. They do not respond to emails, and the support ticket generator on their website is a black hole where you feed information in and never receive follow up. I have tried every possible way to contact this company and get my packages but it is truly impossible. This is the worst delivery experience I've ever been on the receiving end of, truly if my package had been thrown in the ocean it would have a better chance of reaching my doorstep than shipping via uniuni.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  We sincerely apologize for the frustrating experience youve encountered with the delivery of your parcel. We understand how disappointing and inconvenient this situation has been, and we deeply regret the repeated failed delivery attempts.
  Despite our customer support teams best efforts to escalate the issue and coordinate with our drivers, the parcel could not be delivered successfully. As a result, the parcel has been returned to the vendor. We encourage you to reach out to the vendor directly for further assistance or to discuss next steps regarding your order.
  We also acknowledge the challenges you faced in trying to contact us, including long wait times and lack of follow-up. Please know that we are actively working to improve our communication channels and processes to provide a better experience for all our customers.
  Your feedback is invaluable, and we appreciate your patience as we strive to address these issues. Should you have any additional questions or need further clarification, please dont hesitate to reach out.
  Sincerely,

  UniUni

• Initial Complaint

  Date:18/12/2024

  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 am filing a complaint today against UniUni delivery company. I ordered a package today that was supposed to arrive at 11:17pm, but the delivery driver scanned my package barcode to make it look like my package was delivered. And then delivered the wrong package purposely to my house to then steal its contents. I will include a picture below sent by the delivery driver which clearly shows the wrong package being delivered to my address.

  

  Business Response

  Date: 27/12/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience caused by this delivery issue. After reviewing the situation, we can confirm that the incorrect package was delivered to your address. While we understand how upsetting this can be, we want to assure you that this was not a purposeful act of theft but rather a mistake in handling, which can occasionally happen due to the high volume of deliveries.
  To address your concerns promptly, we have reassigned your support ticket (*******) to a senior representative for immediate resolution. They will review your case thoroughly and work to provide a satisfactory resolution as quickly as possible.
  We appreciate your patience and understanding as we work to correct this matter. Please do not hesitate to reach out if you have additional questions or need further assistance in the meantime.
  Sincerely,

  UniUni

• Initial Complaint

  Date:18/12/2024

  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.

  December 4, 2024. Received Proof of Delivery photos showing my parcel at the wrong address. Since then, I made eleven (11) calls to customer service, being on hold for a minimum of 50 min each call, with several calls being disconnected once the line rang. Ticket has been opened. I have sent all the documentation I can, including details that replaces the work of an investigation. I have been promised a refund via e-transfer, which has not been delivered. I was then promised on two separate calls that the Manager will respond to me via email within 20 min, mentioning something about a "certificate of loss" to send to my vendor. I sent a review to BBB on 10-Dec-24, detailing my issue. The company posted a reply saying that "leadership team is actively working to resolve my case". They also requested further documentation. I have already sent countless photos of my address vs. the address they wrongly delivered to. They have already promised a refund. None of these promises have been delivered on. No further replies or calls received. This company is responsible for the loss of my package and instead of clear communication or resolution, it has been dodging and false promises.

  Customer Answer

  Date: 18/12/2024

  Thank you for clarifying that the refund/replacement resolution is the responsibility of the merchant. This was not made clear to me by either the merchant or UniUni. For UniUni, I was advised by one Service Agent to send them a screenshot of my receipt and they would refund me the amount via e-transfer. This led to further confusion, unmet expectation and lost time. They then promised that their manager would be emailing me a "certificate" within 20 minutes on two separate calls, which was not completed, leading to more frustration.

  The merchant's website tells the customer to follow up with the courier before contacting them, which started me on this.

  I am currently expecting another package to be delivered by UniUni today - should this one fail, I will be following up.

  My concern is the business practices of this company and the lack of accountability by them. I do not get to choose my courier when ordering from iHerb.

  I will withdraw this complaint, seeing as it is not their legal obligation to refund.

   

   

  Customer Answer

  Date: 18/12/2024

  Thank you for clarification. I would like resolution from UniUni on this ticket for what they promised to deliver, but have not. They promised to send me a "certificate" or email within 20 min, on two separate occasions. I would like them to close this case up.

  

  Business Response

  Date: 27/12/2024

  Dear *******,

  Thank you for sharing your experience, and we deeply apologize for the frustration and inconvenience you have endured throughout this process. We understand how important it is to have your concerns addressed promptly and effectively, and we regret that this has not been the case.
  We have reviewed your case and identified that the agents handling your ticket did not properly escalate the issue, which contributed to the delay in providing you with a resolution. Please accept our sincerest apologies for this oversight.
  To ensure your concerns are resolved as quickly as possible, we have reassigned your ticket to our *********** Lead, who will be reaching out to you shortly with a resolution. Please rest assured that your case is now being prioritized at the highest level.
  We greatly appreciate your patience and understanding as we work to rectify this matter. If you have any additional questions or details to share, please do not hesitate to include them in your ticket response.
  Thank you for bringing this to our attention, and we are committed to resolving this for you.
  Best regards,

  UniUni

• Initial Complaint

  Date:17/12/2024

  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 say they tried to deliver on 12/15/24 but that my address did not exist. My address DOES exist because ****** comes here every day. The website says open a ticket but when you try to submit, it just says "Failed to create ticket. Please try again." Then you call and are on hold for 53 minutes only to have it finally ring and then immediately hang up. I can't cancel the order on TEMU because it won't let you until it is delivered. But it can't be delivered because they say my VERY EXISTENT address does not exist. This company is horrible, I guess that's what I get for ordering the cheap stuff on TEMU.

  

  Business Response

  Date: 26/12/2024

  Dear Rich,

  Thank you for reaching out and sharing your experience with us. We deeply regret the frustration and inconvenience this situation has caused.
  Upon review, we can confirm that your parcel was successfully delivered on 2024-12-18 at 16:52:00. However, we acknowledge the challenges you faced during the delivery process, including the failed delivery attempt and difficulty in reaching our support team.
  We understand that the experience of being told your address was non-existent is particularly frustrating, especially given that its a location regularly serviced by other carriers. We also apologize for the issues you encountered with submitting a ticket and the long wait times on our customer service line.
  While were relieved that the parcel has been delivered, we recognize that the process fell short of the standard of service we strive to provide. Your feedback is invaluable and will help us improve our systems to ensure a smoother experience for you and others in the future.
  If you have any further concerns or need assistance with any other matter, please do not hesitate to reach out.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:17/12/2024

  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 an 8bitdo controller from their website for $39.99 (December 1), and the courier was UniUni (December 2), a delivery company I never heard of before and was not named when making the order. After getting my first failed delivery notification (December 11), I submitted a customer support ticket (December 11) providing the code to my gated community. ****, ******, ***, ****** and *** have not had issues accessing my gated community. This ticket was apparently ignored because there was another failed delivery attempt (December 13) after that. My delivery status states that it is at the UniUni hub and that I would receive an email to pick it up, however not only did I never receive this email but there isn't an address provided. The city on the UniUni site says *************, MD (where I live) but looking online there are no UniUni hubs in this state.I have attempted to call their customer service but am put on indefinite hold where the approximate wait times keep increasing. The automated service notifies you every 30 seconds or so to use their website to submit a ticket if I don't want to wait, but when I use it now it simply says "Failed to create ticket. Please try again." So in summary there is no way to actually reach the UniUni customer service.

  

  Business Response

  Date: 26/12/2024

  Dear ****,

  Thank you for taking the time to share your feedback and concerns regarding your recent delivery experience. We deeply regret the challenges and frustrations you encountered.
  We understand that the repeated failed delivery attempts and the difficulties in reaching our customer service team added unnecessary stress. We sincerely apologize for these issues and for any inconvenience caused by the delay. It is clear that this delivery was exceptionally difficult, and we are committed to learning from this experience to improve our processes.
  After reviewing your case, we can confirm that your parcel was successfully delivered on 2024-12-24 at 16:46:48. We are pleased that it has finally reached you, and we appreciate your patience throughout this process.
  We acknowledge that the lack of clear communication regarding the hub location and the inability to resolve your concerns promptly via our website or customer service was unacceptable. Please rest assured that your feedback has been escalated to our team to address these service gaps.
  If you have any additional concerns or need further assistance, please dont hesitate to reach out. We value your feedback as it helps us make necessary improvements to better serve our customers.
  Thank you for your understanding, and we hope to provide you with a smoother experience in the future.
  Best regards,

  UniUni

• Initial Complaint

  Date:17/12/2024

  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.

  **************** Service fails to deliver a parcel that was expected by December 14 2024. I have attached details of my complaint in the uploaded document. I want the option to pick up my parcel myself, or pay for another delivery service to get the parcel and deliver it my address since it is just sitting in Uni Uni warehouse.

  

  Business Response

  Date: 26/12/2024

  Dear *****,

  Thank you for reaching out to us and for bringing your concerns to our attention.
  We sincerely apologize for the inconvenience caused by the missed rebooking of your second delivery attempt. Upon reviewing your case, we located your support ticket (#*******) and have escalated your tracking number to our warehouse manager for priority booking.
  We understand how frustrating this experience must have been, and we are committed to ensuring that your parcel is handled with the urgency it deserves.
  We truly appreciate your patience and understanding as we work to resolve this issue promptly. Should you have any further questions or require assistance in the meantime, please do not hesitate to reach out.
  Thank you for giving us the opportunity to make things right.
  Best regards,

  UniUni

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22700584
  
  I am rejecting this response because:  I still have not had the parcel delivered to my physical address.  The continual explanation has been they have escalated, but do not take any action to have the parcel delivered.  I have continued to call and feel since Dec 9, 2024 this company does not provide follow-ups with you, does not give an estimated delivery and simply does not act only provides written general responses.  I will be satisfied when in fact they deliver my parcel.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/01/2025

  Dear *****,

  Thank you for contacting us and sharing your concerns regarding your parcel delivery. We sincerely apologize for the inconvenience and frustration caused by this delay.
  We have reviewed your case, and it appears that the parcel is currently available for self-pickup at our warehouse. You can collect your parcel from the following address:
  UniUni Warehouse
  **********************************************
  Monday to Friday, 10:00 AM - 6:00 PM
  To retrieve your parcel, please bring a piece of government-issued photo ID to confirm your identity.
  At this time, we are unable to arrange delivery via another courier service or schedule a second delivery for this parcel. However, we want to ensure this process is as smooth as possible for you, and were here to assist with any questions you may have about the pickup process.
  We truly appreciate your understanding and patience, and we are committed to addressing any further concerns you may have.
  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:17/12/2024

  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.

  Order items were supposed to be delivered on 12/14 we are closed on the weekends - I am trying to get a second delivery attempt or an update, but no one answers the phone - can't get anyone to tell me where the items are or when they will be delivered it 12/17 still no update or package

  

  Business Response

  Date: 26/12/2024

  Dear ********,

  Thank you for reaching out to us and for bringing your concerns to our attention.
  We sincerely apologize for the delay and the challenges you faced while trying to get an update on your delivery. Upon reviewing our records, we can confirm that your package was successfully delivered on 2024-12-19 at 10:42:56.
  We understand how frustrating it must have been to experience these delays and communication difficulties, especially as you were awaiting important items. Please rest assured that we take your feedback seriously and are actively working to improve our processes to prevent such occurrences in the future.
  If you have any further questions or need assistance with another matter, please do not hesitate to reach out. We appreciate your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22699925
  
  I am rejecting this response because: the items were left outside of the business - and not either handled directly to someone!  ANYONE could have walk by and stole package  - the deliver is very poor and UNIUNI does care about making  sure packages are safely delivered   one timely or safe - seems like as long as they place it someone - its delivered and THAT should  NOT be the case - ths service is VERY POOR!
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:17/12/2024

  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.

  One contact to my phone, met the driver at my secure building. The package was for a different address, driver couldnt explain why he had my info for a package that wasnt mine. Communication issue due to lack of English fluency on his part. Two days later after no additional delivery attempt I got a message that my package was being sent back to vendor. Website rejected multiple attempts to submit service ticket. Called and Was on hold for an hour when I gave up. Horrible in every way.

  

  Business Response

  Date: 26/12/2024

  Dear ******,

  Thank you for contacting us and for sharing your experience. We sincerely apologize for the inconvenience caused during your recent delivery attempt.
  Upon review, it appears that the parcel was unable to be delivered as the driver was not able to connect with you. We deeply regret any frustration this situation may have caused, including the communication challenges you faced.
  To address this issue, we have rebooked your delivery, and you can expect to receive your parcel within 7 business days. Our team is committed to ensuring this delivery proceeds smoothly.
  Should you have any further questions or concerns, please do not hesitate to reach out. We truly appreciate your patience and understanding as we work to resolve this matter.
  Thank you for giving us the opportunity to improve your experience.
  Best regards,

  UniUni

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22699331
  
  I am rejecting this response because: There was NO attempt to contact me regarding this delivery.  The one contact was for the WRONG item, not at my address, and not in my name. Even with my contact info the driver couldn't/wouldn't try to resolve.  There was NO further delivery attempt - no text or phone call as can be seen in my phone history.  The day after the contact with the wrong package I received an email message that my item, a gift, was being returned to the vendor.  Clearly care was not taken in hiring delivery personnel who could either communicate or even try to resolve a problem. I was skeptical enough that I googled whether this delivery service was actually a scam. I'll be in shock if the item ever shows up.  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/01/2025

  Dear ******,
  Thank you for providing additional details about your experience. We deeply regret the inconvenience and frustration this situation has caused and sincerely apologize for the delays and lack of communication regarding your delivery.
  After reviewing your case, it appears that our warehouse missed the second delivery that was booked on December 22. We have since escalated this matter to our Warehouse Manager, who will prioritize the booking to ensure there are no further delays in getting your package to you.
  Your feedback is invaluable in helping us identify and address gaps in our processes, including communication and delivery resolution. Please rest assured that we are taking this matter seriously and are committed to improving your experience.
  Should you have further questions or concerns, please do not hesitate to reach out. We appreciate your patience as we work to resolve this issue promptly.
  Best regards,
  UniUni