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:26/08/2025

  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.

  Two packages were marked as "failed delivery attempt" because they tried to deliver to our commercial loading dock after hours. I created a customer support ticket explaining that all delivery attempts must be on weekdays and to please contact me. No response, and no further delivery attempts, despite their website claiming TWO attempts will be made before returning to the warehouse. Now it's been a week, with no further delivery attempts, all it says is "returned to warehouse," there is no info on where the warehouse is, and I can't even reach anyone on the phone! Where are my packages, UniUni?!

  

  Business Response

  Date: 05/09/2025

  Hello *******,
  We truly appreciate you bringing this to our attention. We understand how unsettling it must have been to see failed delivery attempt on your tracking history and then be left without clear updates. After reviewing your shipments, we can confirm both packages, UUS5890778647689946 and UUS5890777647690056, were safely delivered on September 4, 2025.
  We know you depend on accurate communication, and in this case the updates did not give you the clarity you deserved. We are working with our team to ensure tracking reflects the delivery process more clearly. Thank you for your patience and for allowing us the chance to make this right.
  Sincerely,
  UniUni

• Initial Complaint

  Date:26/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company said they tried a attempt but wrong address i called them and confirmed that the address on the parcel was correct, the driver never made a attempt i was home all day, they told they would do 2nd attempt when checked the tracking it says they tried again but when i called customer service the *** told me there was no 2nd attempt yet, I believe this a cover up because they don't have the parcel anymore , I have alot of emails from them , if check the tracking it says now they will do another attempt, I'm retired and i am home most of the time i even told customer service to give the driver my cell number and call me when he is here or gets lost, I do see by the reviews on your site that alot of people have had the same issue,

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  We appreciate you sharing your experience.
  After reviewing your case, we can confirm your parcel was delivered on August 28, 2025, at 09:39. We know the tracking history made this unclear, and we are sorry for the confusion it caused along the way.
  We will also be reviewing this experience internally, as we see a gap in how the second delivery was booked and how communication flowed between our agents and you. This feedback is valuable and will help us improve the process moving forward.
  Thank you for your patience as this was sorted, and were glad to confirm your delivery is complete.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  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:22/08/2025

  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 had a package that was supposed to be delivered on the first of August. It failed because they attempted to deliver at 10pm at night and the business was closed(which is fine). They said they would attempt delivery next day. August 2nd, the package was out for delivery but did not attempt delivery until August 3rd and failed again.I immediately called to reschedule a delivery and made sure they noted hours of operation in which the business is open to accept the parcel. On August 5th, I receive an email stating a second delivery had been scheduled and would be performed within 10 business days. It is now August 22nd and no delivery has been made or attempted. I have not received any communication from UniUni and calling results in 1hour+ of hold time before speaking with someone. At this point, I wouldnt be surprised if they lost/stole my package. This company is run by incompetent people who have no business being in charge of anything.This company should be out of business.

  

  Business Response

  Date: 24/08/2025

  Dear ****,

  We regret the repeated delays and the lack of clear communication you experienced with your shipment. Our records confirm that the parcel had multiple failed delivery attempts earlier in August, and we understand how frustrating this has been for you.
  As of today, your package is back out for delivery and is expected to be completed by the end of the day on Monday, August 25, 2025. Tracking will update once the delivery has been finalized.
  We sincerely apologize for the time lost and the inconvenience caused, and we appreciate your patience while this delivery is completed.
  Sincerely,
  UniUni

  Customer Answer

  Date: 26/08/2025

   
  Complaint: 23783697
  
  I am rejecting this response because:
  
  It is now August 26 and the package was not delivered or attempted delivery.

  You all have lost my package and continue to extend the delivery date instead of marking as missing package so I can get refund from the merchant. 

  

  Business Response

  Date: 05/09/2025

  Dear ****,

  We appreciate you bringing this to our attention again. We understand how frustrating it has been to watch the delivery date shift without a clear answer, and you deserved more straightforward communication from us.
  Our warehouse has now confirmed that this parcel is missing. Your support ticket ******* has been escalated to our Resolution Team, who will provide you with a direct response within the next 24 hours. This step ensures you have the documentation needed to work with your merchant on either a replacement or refund.
  We sincerely apologize for the delay and lack of clarity youve experienced, and we thank you for your patience as we bring this to a proper close.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/08/2025

  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 have contacted customer support multiple times via email and phone Each time, I have been given the same response: that the packages are "out for delivery" and will arrive within 48 hours. This timeframe has passed on multiple occasions, and the deliveries have not been made. The lack of a confirmed delivery date and the repetition of unfulfilled promises from customer service is unacceptable.

  

  Business Response

  Date: 24/08/2025

  Dear ********,

  Thank you for your feedback. We regret the frustration caused by the uncertainty around your deliveries. Our process provides drivers up to 48 hours to complete delivery once a parcel is marked as out for delivery. In this case, three of your four parcels were completed one day later than expected.
  Delays of this nature can sometimes occur due to traffic, weather, or other unforeseen circumstances that affect routing. That said, we are pleased to confirm that all four of your parcels (GV25US00U004213263, GV25US00U004186032, GV25US00U004204026, and GV25US00U004169937) were successfully delivered on August 21, 2025.
  We appreciate your patience and your feedback, which helps us continue to improve communication and service.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/08/2025

  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 from AliExpress used this horrible service which tracking stated was out for delivery early this morning. Tracking: UUS58B0459656607715. I got excited and waited all morning for it, only to receive a text around 11 a.m. stating that there was a failed delivery attempt. This isnt possible bc I was up and waiting for it. Cameras show that no one attempted any type of delivery. If you can text me with that update, then why not call me if youre confused? Then around 5pm tracking stated they attempted delivery again later that day and it also failed. They are sending it back to the warehouse allegedly due to wrong address. I was up around 5 and no one tried to deliver anything. Also Ive received another package from AliExpress with the same address with no issue. Other shipping companies can find my home, but UNIUNI has some kind of issue. I will never buy anything again from a business that uses UNIUNI again. I have a couple more UNIUNI packages coming from AliExpress and I must consider those a loss too.

  

  Business Response

  Date: 24/08/2025

  Dear ******,

  We regret the frustration you experienced with your delivery attempt. After reviewing your case, we located your support ticket and can confirm that you were contacted by email on Saturday, August 23, 2025, at 11:35 AM. At that time, your address was updated by our agent and a second delivery attempt was successfully booked.
  Your shipment is now scheduled for redelivery and will update on the tracking page once it has been assigned to a route.
  We apologize for the inconvenience this has caused and appreciate your patience while we complete the delivery.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 30/08/2025

   
  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.
  

  I appreciate the follow up. I did receive this package finally on 8/29, thank you. It took one week to get a second delivery attempt after it was brought back to the warehouse. My address was never the issue. When I spoke to a customer service agent, even he couldnt understand why the delivery failed. He checked my address and said it was fine. That address is my legal address used by the post office. 
  
  The agent was very kind and patient. He updated my address to an alternate one. I have since received another UNIUNI delivery using my original address that caused an issue before. All is well, but who knows what happened initially. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:20/08/2025

  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.

  am filing a complaint against UniUni for their repeated failure to deliver my ********** parcel (GV25USA0U019841304) has been in their warehouse since July 29, 2025. Despite multiple phone calls to their customer service each time requiring nearly one hour on hold to speak to an agent I have only received empty promises that I would get an update within 24 hours. These promises have never been fulfilled.On several occasions, agents guaranteed that I would either receive delivery or at least a confirmed update within a specific timeframe, but nothing happened. I was even provided with a pick-up number by one of their agents, yet no further action was taken.The original delivery failed because of an incorrect house number on the address. However, I corrected and confirmed the address with them, and still no new delivery attempt has been made in more than 10 days. My phone number is correct and was provided clearly, but the driver never attempted to contact ***** of today, August 20, 2025, I am still without my package. This delay and lack of professionalism is unacceptable.I am requesting immediate action from UniUni to deliver my package without any further delay, or a clear resolution to this matter (such as coordination with the seller for reshipment

  

  Business Response

  Date: 24/08/2025

  Dear *****,

  We regret the ongoing frustration this situation has caused. Our records confirm that your parcel (GV25USA0U019841304) has been at the warehouse since July 29, 2025. The original delivery failed due to an incorrect house number, and although the corrected address was received, a new booking has not yet been completed.
  Our **************** team has attempted to assist by submitting multiple requests and even providing a pick-up number; however, the warehouse has not finalized the redelivery as expected. We have now escalated this case to higher management within our Operations team to verify why the redelivery has not been booked and to ensure immediate action is taken.
  Your parcel remains a priority, and we will continue to follow up closely until this matter is resolved. We appreciate your patience as we work with our warehouse leadership to complete your delivery without further delay.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:19/08/2025

  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.

  On 27 July, tracking information showed package out for delivery. I was present at my home, which is EASILY accessible the entire day and no one ever showed up to deliver. I waited several days and called and submitted a support ticket with UniUni about the issue. They said they would talk with the warehouse team and also escalate to a supervisor. I received an email saying they would follow up within ***** hours. No one reached out to me so I called again and was told the EXACT SAME thing AGAIN. After this nothing changed and again no one reached out to me. After over a week of waiting, tracking information updated saying "Failed Delivery" on 27 July, though the update posted on Aug 4th. I called again and was told verbatim, AGAIN the SAME THING. Now on 19 August I STILL have not received my package. Yesterday on 18-Aug tracking updated saying it was at "Destination Hub" several states AWAY. I checked this morning on 19-Aug and tracking still showed the same. 3 hours later, tracking information was deleted and the uniuni tracking system states that it is not a valid tracking number so I am unable to get anymore updates. WHERE THE **** IS MY PACKAGE UNIUNI? I paid several hundred dollars for a gift to my wife MONTHS ago. THIS BUSINESS IS NOTHING BUT A SCAM! I would NEVER willingly use them for business. They were selected for use by the retailer and NOT ME but I was still the one to pay shipping meaning that I am their customer. They have FAILED in every aspect of their business. I warn anyone about even THINKING of using this company ever in the future.

  

  Business Response

  Date: 24/08/2025

  Dear Colenan,

  On behalf of UniUni, please accept our sincere apologies for the experience youve had with this delivery. We understand how frustrating it must have been to wait for your parcel without clear updates, particularly given the importance of your order.

  After a full review, it appears your parcel was misrouted and sent to the wrong warehouse, which caused significant delays while it was redirected back into the correct network. In these situations, it can be difficult for our Customer Support team to provide accurate updates or timelines, as transfers between warehouses due to routing errors may take 710 days to complete.
  

  We recognize that this delay was not acceptable and regret the lack of consistent follow-up you experienced. We are pleased to confirm, however, that your parcel was successfully delivered on August 24, 2025, at 15:09:39.
  

  We greatly appreciate your patience and feedback, and please know that your case has been shared internally to reinforce accountability and to strengthen our processes so that similar situations are avoided in the future.
  

  Kind regards,
  UniUni

• Initial Complaint

  Date:19/08/2025

  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 ordered 2 items from ***** and they were never delivered to me by *******. I filed a complaint and the response I received was that the vendor had given them a DeLand, FL. address but ***** showed my correct address in *********, **. One tracking order showed a delivery in *********** and I never even received a response regarding where that package went. Unu Uni did not provide sufficient customer service and ***** only says to contact Unu Uni. Either way, *** lacked any type of responsibility for the package not being delivered correctly even though ***** shows my correct address. *** shouldn't be doing business in the ** if it doesn't follow through with their US customers and provide adequate service of their deliveries.

  

  Business Response

  Date: 24/08/2025

  Good day,

  Thank you for bringing this matter to our attention. We have reviewed your case, including the tracking history and delivery details. Our records confirm that the shipping address provided to UniUni by the vendor was **************************************
  The parcel was delivered successfully to that address, as reflected in the tracking history. Please note that UniUni does not make address changes on shipments. We deliver strictly to the address provided by the vendor at the time of order, and in this case, no modifications were made by our team.
  As the parcel was delivered to the address supplied to us, we are unable to retrieve it. We recommend sharing the attached tracking record with your vendor as proof that the delivery was completed in accordance with the shipping details they provided.
  We regret the frustration this has caused and appreciate your understanding.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 26/08/2025

   
  Complaint: 23762824
  
  I am rejecting this response because: The document provided does not show a link with ***** that identifies this was my order.  Uni does not show even a courteous email to ***** on my behalf to determine why there was a mishandling of my order. Uni says it was ***** fault and ***** says it was Uni. I recommend that this complaint be marked as a poor, inadequate response. The document provided has no identifying number from the original order and could be anyone's information. There is also no interaction with the companies to resolve their own communication and service failings. Sorry but the response lacks a true attempt to resolve an error to a customer.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/09/2025

  Dear ******,

  Thank you for your patience as we reviewed your case further. We understand your concern that the documentation previously provided did not clearly link your ***** order to the delivery record, and we regret that this added more frustration instead of providing clarity.
  To be transparent, the address information we received from ***** is exactly what was applied to your shipment. We have now included an updated screenshot that shows this address as provided, so you can see what we received from the vendor. While we are sorry that this process has not been helpful up to this point, we hope this documentation supports your discussions with ***** regarding resolution.
  We recognize how disappointing this situation has been. Please know that we are committed to supporting you with accurate information so that ***** can address your claim properly.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  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:19/08/2025

  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.

  Received a Delivery Failed message on my order after no delivery attempt was even made have wrong camera that would notice activity. And after waiting 50+ minutes on the phone the person tells me that there was no written issue from driver on why my package was not delivered and could not provide a solution. Terrible service would not recommend to anyone!

  

  Business Response

  Date: 24/08/2025

  Dear ******,

  Thank you for your patience while we reviewed your case. Our records confirm the following delivery timeline:
  On August 17, 2025, at 19:14:45, the parcel was scanned as Failed Delivery (231: FAILED_DELIVERY_RETRY1). In these situations, the parcel is scheduled automatically for a redelivery attempt within 48 hours.
  The parcel was then successfully delivered on August 19, 2025, at 18:16:50 to ******************************************************************************************
  We understand the experience you described was frustrating, and we appreciate you sharing this feedback. We are in the process of enhancing our procedures to ensure clearer communication when a delivery cannot be completed on the first attempt. This will allow customers to have better visibility into the status of their parcel.
  Thank you again for bringing this to our attention and for giving us the opportunity to improve.
  Kind regards,
  UniUni 

• Initial Complaint

  Date:19/08/2025

  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 items that I need by the end of the month. After making the order I see that the wrong address populated and so I tried to correct it but it would not allow. I understand that this was my mistake but I called customer service and spoke with someone and they told me the address could be corrected once the courier picked up the package. I then reached out to the courier once my package cleared customs and was in the ** and just got a generic email response regarding my address change. The next day I got a notification that my package was out for delivery, so I tried to contact the courier again through message but got another automated response. I got another notification stating that my item could not be delivered due to an incorrect address. I then called customer service again and waited on hold for what seemed to be ages! When I finally got in contact with someone, he told me I had to wait untilI my package came back to the warehouse before they could change the address. That was days ago and I have not received my packages or had any response to my emails for an address change. I would like to get my things or have yhe option to pick them up! This is actually ridiculous!

  

  Business Response

  Date: 24/08/2025

  Dear *******,

  Thank you for reaching out and for sharing the details of your experience. We sincerely regret the frustration youve encountered in trying to correct your address and receive your order on time.
  After reviewing your case, our records confirm the following:
  Tracking UUSC000011429549 was delivered on August 19, 2025, at 17:20:25 to **************************************************************
  Tracking UUSC000011457444 was scheduled for a second delivery on August 19, 2025, at 8:48 AM. Please note that second deliveries can take up to 10 days to complete as the warehouse works to place the parcel on an available route.
  Regarding the address change: once a parcel is in transit, address modifications cannot be made until the item has returned to the warehouse. This process is in place across all logistics networks to ensure accuracy and protect parcel security. Unfortunately, this is why your requested change could not be completed mid-route.
  We understand how disappointing this situation has been, especially since your items are time-sensitive. Your second parcel is still moving through the redelivery process, and you will receive updates as soon as it is scanned onto a route. At this stage, pickup is not available, as parcels must flow back through the warehouse network before they can be reassigned.
  We appreciate your patience, and we will continue to monitor your case to ensure the parcel is redelivered as quickly as possible. If you have not received the item within the expected timeframe, please reach out to us again so we can escalate further.
  Kind regards,
  UniUni