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:30/12/2024

  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.

  I placed a order on ***** for my daughter christmas gifts and everything was going fine until my order arrived at my local airport. On ***** it said it was in ******* and on ***** it said out for delivery that morning the whole day i never received anything and i also have a ring camera no-one came to my address to attempt to deliver something. On the morning of ***** the tracking status changed to Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible). I find it weird because no one called or came to my address. I tried calling but unable to reach anyone the recording was playing over and over. I did an submission for a second delivery on top of reaching out to ***** no response as of today it changed back to out for delivery still nothing at all. This is ridiculous and feel like the drivers are stealing packages.

  

  Business Response

  Date: 30/12/2024

  Dear *******,

  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating and concerning this situation has been, especially given the lack of communication and the challenges youve faced while tracking your parcel.
  After reviewing your case, we can confirm that your parcel was successfully delivered on December 26, 2024, at 10:28 PM to ***************************************. For your reference, weve included the Proof of Delivery (POD).
  We sincerely apologize for the confusion and inconvenience caused by the delivery delays and any lack of clarity in our communication. Your feedback is important to us, and we are committed to improving our processes to provide a better experience in the future.
  If theres anything further we can assist you with, please dont hesitate to reach out.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 30/12/2024

   
  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

  Date:30/12/2024

  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.

  I have had a package out for delivery for 7 days with this company. I have reached out through their support system on their website and had no response. At this point I would like confirmation that the package hasn't been lost, as I don't expect to receive the items before Christmas.

  

  Business Response

  Date: 30/12/2024

  Dear ********,

  Thank you for reaching out to us regarding your package. We understand your concern and apologize for any inconvenience or lack of communication you may have experienced.
  According to our records, your parcel was successfully delivered on December 25, 2024, at 5:59 PM to *** **** *** ******** **. For your convenience, we’ve attached the Proof of Delivery (POD) for your reference.
  If you have any further questions or need additional assistance, please don’t hesitate to let us know. We’re here to help.
  Sincerely,
  UniUni

  Customer Answer

  Date: 30/12/2024

  
  
  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

  Date:23/12/2024

  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.

  A third party company called ******* claims to have attempted to deliver my package and claim to have tried to contact me about delivery but they did not. I was home all day on the alleged attempt and no one came to my door. I checked my security cameras as well and there was no one at my door or property at all this day so I know this is a lie. I have read a lot of complaints about this company stealing packages and claiming they delivered it. I want my package to be delivered, if it is delivered by Christmas I will drop the claim. I think this company needs further investigation as there are many many complaints online regarding them being a scam company. My tracking number is UUS4CC0576721557642. I have already tried using the chatbox service on their website, emailing them, opening a support ticket and waited on hold to speak to someone on their customer service number where they hung up on me after being on hold 32 minutes.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for reaching out regarding your concerns. We understand how frustrating this experience has been, especially given the importance of timely deliveries during the holiday season.
  We can confirm that your parcel, tracking number UUS4CC0576721557642, was successfully delivered on December 24, 2024, at 12:35 AM. We have also enclosed the Proof of Delivery (POD) for your reference.
  We sincerely apologize for the lack of clarity regarding the initial failed delivery attempt. Unfortunately, the driver did not update the tracking system with the specific reason for the failed attempt, which has been addressed with their manager to ensure such oversights are avoided in the future.
  Your feedback about the difficulties in contacting our customer service team is invaluable. Please know that we are taking steps to improve our communication channels and ensure a smoother experience for all customers moving forward.
  If you have any further questions or concerns, please don't hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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 driver tried to send me a text Thursday evening Dec 19th, 2024. Asking for my buzzer #, but l didn't see text until next morning, at which time l sent a text back to him, telling him l missed his text, and that my buzzer # doesn't work, because l have a cell phone, not a landline phone.l got no reply, as it was way to late. The same day the driver or another UniUni driver attempted another delivery! I was away from home all day Friday Dec 20th, 2024. Noone phoned me, or left a phone message, or sent me a text or email, to let me know that a delivery attempt was made! That day using my tracking #, l see the parcel(small) was sent back to UniUni warehouse here in **************, marked as undeliverable and rejected etc... l have used thier online support, to update my info, ask for another delivery, or ask to pick it up in person, etc... which has gone answered for days now! I even tried thier online bot etc... l have phoned thier toll free phone number several times, and have been put on hold for long periods.l finally got to talk to a lady after on the phone for 45 minutes, and she hangs up on me! I have tried phone number several times, but they have locked me out from getting through this UNIUNI Courier belongs to ***, and the only reason **** seller shipped it to me by ***, is/was because Canada Post was on strike! I have never had a courier/delivery company anywhere near as bad as UNIUNI before, and l hope l never do again.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for sharing your experience with us. We deeply regret the frustration and inconvenience you encountered during your recent delivery process, as well as the challenges you faced when seeking support.
  We have verified that your parcel was picked up from the warehouse on December 26, 2024, at 10:14 AM. However, we understand that the handling of your delivery and subsequent interactions with our customer service team fell short of your expectations.
  Please rest assured that we are conducting a thorough review of your case, including the interactions you had with our customer service team. Our goal is to ensure that all team members are held accountable for providing the highest standard of support. Your feedback is invaluable and will help us address these concerns directly with the agents involved.
  We sincerely apologize for the inconvenience caused and appreciate your patience and understanding as we work to improve our processes. Should you have any additional concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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 was home during the delivery attempt and my phone was never called. UniUni claimed the parcel could not be delivered but there was no delivery attempt, nor was I contacted about it. I've tried to submit a support ticket but the form on their website is broken and will not allow. I've called several times but the phone line menu options direct me in a circle and there's no way to get to a person. The chat service on the website tells me to submit a ticket to have the package delivered again, but the form to submit the ticket is broken and will not submit despite validation being successful. I feel my package is lost at this point. There has been no way for me to get information about my parcel.

  

  Business Response

  Date: 08/01/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges youve faced in attempting to resolve this delivery issue.
  We acknowledge your frustration and want to assure you that we are taking steps to address this matter. An agent will be reaching out to you shortly to verify your address so we can proceed with booking a second delivery attempt for your parcel.
  We deeply regret the inconvenience caused by the broken support form and communication difficulties. Your feedback has been escalated to our team to ensure these issues are resolved promptly and to improve the overall experience for our customers.
  If you have any further questions or concerns in the meantime, please dont hesitate to contact us. Thank you for your patience and understanding.
  Best regards,
  UniUni 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22724888
  
  I am rejecting this response because:

  there was no acknowledgement by unions of when I will receive my package and it has been over two weeks. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:23/12/2024

  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.

  TWO failed delivery attempts with reason listed as "wrong address" which is false. The address has been checked and it is correct. I called customer service and was told the wait time would be 12 minutes, which was fine for me, but then after less than two minutes it disconnected me - - multiple times. I tried submitting ticket with UniUni on their webpage and got an error message that it couldn't be submitted, even though all areas were filled in accurately. Lastly, I tried texting a representative on their page via chatbot and received no information/help. This package should have been delivered a week ago. At this rate I have to ask for a refund now because item not delivered.

  

  Business Response

  Date: 27/12/2024

  Good day,

  Thank you for reaching out to us regarding your parcel. We sincerely apologize for the inconvenience and frustration caused by the failed delivery attempts and the challenges you've encountered while trying to resolve this issue.
  We can confirm that your parcel is currently IN_TRANSIT as of December 26, 2024, 05:55:43. Our drivers are allotted up to 48 hours to complete deliveries, and we are actively monitoring its progress to ensure it reaches you as soon as possible.
  We deeply regret that the failed delivery attempts were marked with "wrong address" despite the address being accurate.
  We also acknowledge the challenges you experienced with our customer service channels, including call disconnections, ticket submission errors, and insufficient chatbot assistance. This does not meet the standard of service we strive to provide, and we are working to improve these areas.
  Please rest assured that we are doing everything possible to ensure your package is delivered promptly. Should you have any further concerns, don't hesitate to contact us.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 02/01/2025

   
  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:23/12/2024

  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 electronics from a small company in ***** named Retro Remake. They were shipped through *** which gave it to UniUni to do last-mile delivery. UniUni status claims that my package has been out for delivery for the past 12 days. Requests to find my package and even receive confirmation that it has been lost have gone unfulfilled for the past week.Heres the timeline.December 4: Package transferred from 4PX to UniUni.December 4-9: Package transported to my city.December 9: Package is out for delivery.December *****: Chatbot says the package is with a UniUni driver and will be delivered soon. This status never changes.December 16: Phone call, email received. *** says to expect a response within 48 hours. No response received.December 18: Phone call, email received. *** says escalated, to expect a response within 24 hours. No response received.December 19: Phone call. *** named ******** says package is lost, and that supervisor will issue a Lost Parcel Certificate within 12 hours.December 20: Phone call. *** says supervisor will issue a Lost Parcel Certificate within 48 ******** not the only one who has had these problems. Numerous customers of Retro Remake who had packages shipped by UniUni are in my situation. See for example this Tweet by the owner of the company, Retro Remake: ******************************************************* I want my package delivered. If UniUni cant do that, I want prompt issuance of confirmation that my package was lost.

  

  Business Response

  Date: 27/12/2024

  Dear ***,

  We regret to inform you that your parcel is currently experiencing a processing delay, and our warehouse has identified it as missing.
  To address this issue, we have initiated a search process to locate the parcel. This process typically takes up to 14 days to complete. In most cases, the parcel is found and proceeds to the next stage of delivery within this timeframe.
  Next Steps:
  Please allow up to 14 days from the date this status was applied for the search to be completed.
  If the parcel is located, its status will be updated automatically, and it will be assigned to a driver for delivery within 48 hours.
  If there is no update after 14 days, please reach out to us for further assistance.
  We sincerely apologize for the inconvenience this delay may have caused and appreciate your understanding as we work to resolve the matter. Rest assured, we are committed to finding your parcel and will keep you informed throughout the process.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 22719824
  
  I am rejecting this response because: Package was not delivered and I have still not received confirmation of the lost package. Even if I did, this outcome has not been prompt as requested.

  Here is the record of my further interactions with UniUni customer service:
  
  December 21: Email sent requesting resolution. No ***ly received until call on December 24.
  December 23: Phone call 2:56 PM. *** says I will receive resolution of my case within 2 hours. No resolution received.
  December 24: Phone call. Told that warehouse started searching today, will be completed in 14 days (January 7). ****** now says Scanned parcel processing delay. Timestamp is 00:10:00 which seems manually entered. Email received saying this in writing. Asked to speak to a supervisor, told I would receive a callback within the next 48 hours. No callback received.

  December 27: Phone call 1:22 PM. Told that supervisors are not directly accessible but they will do their best to get one to reach out within 2 hours. I shared my concerns about inconsistency and timeline delays. No callback received.

  December 28: Phone call 12 PM (business support hours). First time (45m), nobody picked up. Second time (45m), call was ended. Third time, picked up. **************** *** said he would investigate and put me on hold. Was told I would receive a resolution in two hours. None received. Email sent complaining about inconsistency, timeline delays, and no callbacks from supervisor.
  December 29: Email response. Email says that I will receive a response within 7 days.
  December 30: BBB response. Email says that I will receive a response within 7 days.
  Jan 4: Phone call 12:07 PM. Was told the package is lost, and I can wait for the full 14 days or get a Lost Parcel Confirmation letter. I requested an ***. Told I would receive one within 24 hours.

  I have still received none of the following, despite ***eatedly being told I would receive them within hours:

  - My package

  - Lost parcel certificate

  - Phone call from a supervisor

  It has already been 7 days since December 29, the deadline for when I was told I would receive a response on the warehouses search.

  I am requesting PROMPTLY either delivery of my package or a lost parcel certificate. UniUni has failed to fulfill these requests.

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

  

  Business Response

  Date: 16/01/2025

  Dear ***,

  Thank you for reaching out to us regarding your recent delivery experience. We sincerely apologize for the frustration and inconvenience caused by the delay and the handling of your package.
  After a thorough review of your case and the support ticket (#*******), our records confirm that the parcel has been deemed missing. A resolution was offered to you on January 9, 2025, at 2:31 PM. As such, we consider this matter resolved.
  We deeply regret that we were unable to deliver your package as expected. We understand how important this delivery was and recognize the inconvenience caused by the delays in communication. Please know that we have taken steps to review and improve our processes to avoid such incidents in the future.
  If you have further questions or concerns, or if there is additional assistance we can provide, please do not hesitate to contact us.
  Thank you for your understanding, and we sincerely appreciate your patience.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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 purchased a product from *************** November eight, 2024. This complaint is not for that company. I have ordered multiple things from them that have been delivered in the past from a different delivery agency. This complaint is about the delivery. I received a notification November 20, 2024 that the package was on its way. I received a notification December 1 that it had arrived in *******, ************** and it was out for delivery. I live in an apartment complex that accepts deliveries at the front desk. On December 5, I got a notification saying it was a failed delivery and that they would retry later. I called *******, December 10 to reschedule a delivery. They emailed me, said it was in their warehouse and that it would be delivered within 7 to 10. It has now been **************************************************************** their warehouse. My app says the package however, is in ********. After googling this company,, It seems as this may be their modus operandi. They cannot tell me where the warehouse is so that I may pick it up or when the package will be delivered. *** also contacted the company that I ordered the product form, but have not heard from them as of this date.

  

  Business Response

  Date: 27/12/2024

  Dear Lily,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with the delivery of your package.
  After reviewing the details of your concern, we were unable to locate a support ticket in our system using the personal information provided. Additionally, the tracking number submitted appears to be invalid or incomplete.
  To resolve this issue promptly, we kindly ask you to verify the tracking number associated with your shipment and share it with us. This will allow us to locate the package in our system and provide you with accurate updates.
  We appreciate your patience and understanding, and we are committed to assisting you in finding a resolution as quickly as possible. Please don't hesitate to reply with the necessary details, and we will follow up immediately.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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.

  Recieved an email from UniUni saying they attempted to deliver a package to my home and could not deliver it on 12/19/24. I was home all day and no delivery was attempted and I have video proof of this through my home security system. Their updated tracking says it was out for delivery on 12/18. I tried contacting them through email and have not been answered and no new info has been posted on delivery time or date. This package contained a Christmas gift I ordered well in advance back on 12/4. I've checked and rechecked the delivery address and it is correct and even in their email to me about a missed delivery they have my correct address in it. Also, their out for delivery says ********** and I live in ***********. I would like to know where my package is and when it will be delivered to my home.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and frustration caused by the failed delivery attempt and the lack of context provided by the driver.
  After reviewing your case, we can confirm that your package was successfully delivered on December 21, 2024, at 6:00 PM. However, the driver had previously marked a failed delivery without detailing the reasons for it, which understandably led to unnecessary concern on your part.
  We deeply regret this oversight and are working with our team to ensure drivers provide clear and accurate updates moving forward. We truly appreciate your patience and understanding as we strive to improve our processes.
  If you have any further questions or concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:23/12/2024

  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.

  Package was shipped by merchant Nov 27 2024. Dec 8th it was out for delivery, Dec 9th they updated saying "wrong address". I submitted a ticket and called. Explained address is correct, is a university mail room which receives dozen of parcels a day. Gave more detailed instructions on phone and via email and was told it would be delivered next day or the day after. Did not receive package within the next 48 hours, submitted another ticket, same thing, they said would deliver within 48hrs, they did not. Kept doing this, even provided an alternative address and they did not deliver. Today I received a message to contact the merchant and case closed. They will not provide any update to where it is or where its going, the merchant will not refund me until the item is returned but it is't showing it moving anywheres.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  We sincerely apologize for the repeated frustrations and lack of clarity regarding your package delivery. Upon reviewing your case, we can confirm that the driver marked the address as incorrect, which has led to these delays.
  An agent has already reached out to request confirmation of your shipping details to ensure the address provided is correct and to avoid any further issues. Once we receive your confirmation, we will prioritize your delivery and expedite it for prompt resolution.
  We deeply regret the inconvenience caused and appreciate your patience as we work to address this matter. Please don't hesitate to reply to the support ticket or contact us directly with any additional details.
  Thank you for bringing this to our attention, and we are committed to resolving this for you as quickly as possible.
  Best regards,

  UniUni