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:

  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.

  Order was rejected took all necessary steps still no package. Why can't I pick it up from the warehouse.Oh and weve been hung up on multiple times and supervisor supposed to call still nothing.

  

  Business Response

  Date: 31/12/2024

  Dear *****,

  Thank you for sharing your feedback. We sincerely apologize for the frustration youve experienced, including the rejection of your order, difficulties in contacting our team, and the lack of follow-up from a supervisor. This does not reflect the level of service we strive to provide, and we deeply regret the inconvenience caused.
  To address your concerns, a member of our leadership team will be reaching out to you via email to assist further and clarify the status of your package. We are committed to resolving this matter promptly.
  Thank you for bringing this to our attention. Your feedback is invaluable as we work to improve our service.
  Sincerely,
  UniUni 
  

• Initial Complaint

  Date:30/12/2024

  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.

  Item I ordered from overseas retailer, Fanstoys Margh high end collectible was out for delivery Friday December 19th. On Saturday, December 20th tracking updated as delivery failed, would reattempt Sunday December 21. On Monday December 22nd spoke to clerk at UniUni who explained the item was brought off site by the driver and after 72 hours they have not returned the package to the warehouse. The item stolen by driver

  

  Business Response

  Date: 31/12/2024

  Dear ******,

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the delays and frustration caused by the failed delivery attempts and the lack of updates regarding your parcel.
  Our records indicate that your parcel had two failed delivery attempts, with the most recent on December 29. At that time, the driver was expected to return the parcel to the warehouse, which should occur today. To ensure clarity and progress, we have requested a tracking update from the warehouse. Once we receive more information, we will update your support ticket promptly.
  We understand how important this item is to you and appreciate your patience as we investigate and work to resolve this matter. If you have any additional questions or concerns, please dont hesitate to contact us.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22746368
  
  I am rejecting this response because the driver never attempted delivery. I received other packages from you and I was home all week, and your driver has access to my phone number.  No attempt was made.  This has happened 9 times since May, however you have delivered many more packages to me successfully.  It is impossible that you do not know where I live. There is nothing impeding delivery. 

  As you explained the driver is still in possession of my item 4 days later and he never returned it to the warehouse .  this is theft.

  I Called and requested a supervisor callback over 24 hours ago and no contact so far.

  Advise when this is going to be delivered. 

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

  

  Business Response

  Date: 08/01/2025

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced, and we deeply regret the repeated challenges with your deliveries.
  After reviewing your case, we can confirm that your parcel was successfully delivered on January 3, 2025, at 15:06:42 to the following address:
  K-***************************************
  We understand your concerns and take them very seriously. While the delivery record shows completion, we acknowledge your feedback regarding the delivery process and lack of communication. Your comments have been noted and escalated to our team to investigate further and address any discrepancies.
  We are committed to ensuring your satisfaction and will work diligently to improve our service. If you have additional questions or concerns, please dont hesitate to contact us.
  Best regards,
  UniUni 

• 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.

  Uniuni delivery in *******. I ordered a package and it was going great until UniUni pickup up the package at customs from **** global shipping. It was out for delivery on 23 December. On 27 December the status changed to missed delivery attempt at 12:41, which was incorrect as I have cameras on my property to prove this and I was home all day waiting for this package. I put a service ticket in. I called customer service and was told that tracking number was not a valid tracking number. After saying that its taken from their website, so it absolutely was valid I was on hold for a few minutes. I was told that the delivery driver was indeed there and I wasnt correct, or was address was wrong) and she had no interest in talking to me. I then said it was ok if I was missed because of the holidays and I just want to know where the package was, I was told it doesnt work like that and there will another attempt within ***** hours or put another ticket in. I asked what my address was on the package and she confirmed that it was indeed correct. As soon as we hung up the initial ticket came back telling me I wasnt home, again incorrect. Here we are, 3 days later, no one is answering at customer service, I am unable to put another service ticket in as it comes up failed to submit a ticket, and no package.

  

  Business Response

  Date: 31/12/2024

  Dear ******,

  Thank you for sharing your detailed feedback regarding your recent delivery experience. We sincerely apologize for the frustration caused by the failed delivery notification, the delays in reattempting delivery, and the challenges youve encountered with our customer service team.
  We have located the customer support ticket you submitted after receiving the failed delivery notification. Upon review, we see that an agent responded to inform you that the driver would reattempt delivery within ***** hours. Unfortunately, this reattempt has not occurred. To address this, we have reopened your ticket and requested a track and trace on your parcel. Once we receive updated information, we will provide a follow-up through your support ticket.
  We appreciate your patience and understanding as we work to resolve this issue. Please rest assured that we are actively investigating and committed to ensuring your package is delivered as soon as possible.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 01/01/2025

   
  Better Business Bureau:
  
  the package was finally delivered 1 Jan 2025. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Hancott

• Initial Complaint

  Date:30/12/2024

  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 Christmas present, a custom golf towel, on Nov. 30, 2024. I was informed that the package would be shipped through ******* delivery service and should be delivered Dec. *****, 2024. I have reached out to ******* numerous times through email and by phone. When I called, I was on hold for 2 1/2 hours and hung up on twice when trying to figure out where my package was. Im submitting this on December 29, 2024 and still have not received my package. I read reviews about ******* and this seems to be a pattern of them stealing packages and never responding to concerns from customers. I would like for them to be held accountable for stealing packages and this recurring pattern of unresponsiveness to concerned customers.

  

  Business Response

  Date: 31/12/2024

  Dear ******,

  Thank you for taking the time to share your concerns and providing us with the opportunity to address them. We sincerely apologize for the delays and challenges youve faced with your delivery, as well as the difficulty in reaching our customer service team.
  Upon reviewing the tracking history of your parcel, we were surprised by the number of issues encountered during its journey. This is not the experience we aim to provide, and weve escalated your case to our Operations Team for review to help us improve our processes and avoid similar situations in the future.
  Were happy to inform you that your package is now out for delivery as of today. Please note that our drivers typically have ***** hours to complete deliveries once assigned.
  We truly regret the frustration this experience has caused and greatly appreciate your patience and understanding as we work to get your parcel to you. If you have any further questions or need assistance, please dont hesitate to reach out.
  Sincerely,
  UniUni 

• 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 multiple order that were to be delivered by UniUni, all but about 2 of them have failed. There were a few times that I was even at home making it a point to be there and not even an attempt was made. Then I make a ticket and NO ONE EVER CALLS BACK, about a week later I receive an email stating that they couldnt reach me and they sent my package back to the seller. This is just ridiculous!!! I have never experienced such lack of service, not just customer service, but overall service this company should not be running.

  

  Business Response

  Date: 31/12/2024

  Dear *******,

  Thank you for sharing your feedback and bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with your deliveries, and we deeply regret that our service did not meet your expectations.
  Upon reviewing your case, we located an open support ticket for booking a second delivery, which has now been actioned. Weve responded to the ticket and confirmed that your parcel is scheduled for a second delivery.
  Regarding your previous issue from September, you are correct that the parcel was in our storage area for only 10 days. In this instance, the driver marked the parcel as a wrong address, which can prompt the vendor to request its return for readdressing or customer verification. While our standard policy allows parcels to remain in the warehouse for up to 30 days to give customers ample time to book a second delivery, this was an exception based on the vendors request. We regret any confusion or inconvenience this may have caused.
  We value your feedback and are committed to improving our processes to prevent similar experiences in the future. If you have any further questions or concerns, please dont hesitate to reach out to us directly.
  Sincerely,
  UniUni

  Customer Answer

  Date: 31/12/2024

   
  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:

  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 UniUni package out for delivery on Dec 23rd, at 6PM I got a text message saying that my delivery failed, and they will retry later. They did NOT. Create a ticket, no response, Called their customer service number yesterday and was on hold for 50 minutes, they told me that they will redelivery today and guess what, NOTHING. This company is as shady as it gets and now I can assure that they will scam you if you use their services

  

  Business Response

  Date: 31/12/2024

  Dear ****,

  Thank you for reaching out and sharing your concerns. While we sincerely apologize for the delay in your delivery and any frustration it caused, we would like to clarify the details of your case to ensure transparency.
  Upon reviewing your support ticket, our team was actively working to resolve the issue following the initial failed delivery attempt. While there was a delay in redelivery, your package was successfully delivered on December 28, 2024, at 6:20 PM to ********************************************************************
  We understand your frustration and appreciate your patience during this process. Please rest assured that we take your feedback seriously and are continuously working to improve our service.
  Thank you for giving us the opportunity to clarify this matter.
  Sincerely,
  UniUni 

• 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.

  My item has been marked out for delivery for 5 days and there is still no ETA, the chatbot simply replies that it is progressing as scheduled. All other (real) couriers actually deliver the item when its out for delivery, so I stayed home to ensure there wasnt an issue with delivery. After 5 days of sitting here waiting, Im wondering if Ill ever get it. Ive tried to create tickets, and get a failure message every time. I was able to reach an agent on the phone but I still havent received the email I was told they would send with details on what happened to my package. Please deliver my package that youve been holding hostage under the guise of out for delivery for 5 days!

  

  Business Response

  Date: 31/12/2024

  Dear *******,

  Thank you for reaching out and sharing your concerns about your delivery experience. We sincerely apologize for the confusion and frustration caused by the delay and the lack of clear updates.
  Upon reviewing your case, were pleased to confirm that your package was successfully delivered on December 29, 2024, at 12:16 PM. For your convenience, weve included the Proof of Delivery (POD) with this response.
  We deeply regret the inconvenience you experienced and appreciate your patience throughout this process. If you have any further questions or need additional assistance, please dont hesitate to contact us.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 31/12/2024

   
  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:

  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 spent over $2000 on an order from an ******* supplier which they shipped using Uni Uni tracking number UUS4BR0524649103267.The package tracking showed it stopped in my town but was not delivered and instead returned to warehouse.I was instructed by the supplier I have to call ******* and email them to handle this case. Called and was in hold over 45 minutes and eventually talked to someone. They said nothing useful but said I would get an email ***ly. I did get an email a day or so later stating my order will be delivered within 10 business days. After the 10 days nothing happened. I emailed back and got a ***ly that they do not deliver to my address.I have received at least 4 Uni Uni deliveries to the same address in smaller and less valuable Aliexpress orders so I am sure they are lying. I called again this time on hold over an hour with the service *** putting me on hold several times. I explained that I have received other deliveries to my address so they clearly do deliver here. The *** kept putting me on hold and saying they were escalating the situation but ultimately the same ***ly - they would email me. They emailed an exact copy of the excuse that they do not service my address. Any further contact resulted in more or less the same email ***ly.

  

  Business Response

  Date: 31/12/2024

  Dear ****,

  Thank you for sharing your experience and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve encountered while trying to resolve your delivery issue.
  Upon reviewing your case, we located your support ticket and have verified that the information provided by our agents reflects updates relayed from our warehouse. However, to ensure absolute clarity and accuracy, we have personally reached out to the warehouse to verify the status of your parcel and to confirm why your address may now be outside our delivery area.
  Once we receive a response, we will provide an update through your support ticket, including either a resolution or an explanation regarding the delivery restrictions.
  We appreciate your patience and understanding as we work to resolve this matter. If you have any additional questions or concerns, please dont hesitate to contact us.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22736767
  
  I am rejecting this response because:
  There was nothing done to resolve my situation or find my package yet. I received an email asking if I lived in the complex that I live in, but no further reply for a few days. 
  
  Sincerely,
  
  **** S*******

  

  Business Response

  Date: 12/01/2025

  Dear ****,

  Thank you for reaching out and sharing your experience regarding your recent shipment. We understand your frustration with the situation and sincerely apologize for the inconvenience caused by the delays and the lack of clarity in our communication.
  After thoroughly reviewing your case, we have confirmed with our warehouse team that the address provided for this shipment has been deemed undeliverable. Unfortunately, this parcel will be returned to the vendor, as we are unable to complete the delivery to this location.
  We understand your concerns regarding previous deliveries made to the same address and the confusion this has caused. Delivery eligibility can vary depending on the size, weight, or specific requirements of certain shipments. We regret that we could not accommodate this delivery, and we apologize for any inconvenience this may have caused.
  We recommend contacting your vendor directly to discuss the next steps, including options for reshipping the parcel or arranging a refund. They will be best positioned to assist you further in resolving this matter.
  Thank you for bringing this issue to our attention, and we deeply regret the challenges you faced throughout this process. Please dont hesitate to reach out if you have any additional questions or require further clarification.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22736767
  
  I am rejecting this response because: if it were not possible to deliver this order due to its size and/or weight, this should have been clear at the time the shipping was purchased by my supplier. At least some clearer communication at the start from ******* resulting in the package being returned to sender right away would have made things better.
  
  My communication with this business, involving many emails and over 2 hours on hold on the phone, was extremely frustrating. Two different times I was told the package would be delivered in 10 business days, while at least four times it was stated it was undeliverable with no good explanation given. This was for a ~$2000 value package that was shipped before December 1st 2024 and it is now 43 days later without receiving it, and it will probably be an additional month at least if it was returned to ****** 
  
  Sincerely,
  
  **** S*******

• 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.

  My package shipped November 29th via PirateShip. On December 16th it was received by UniUni where it was assigned to a driver on December 20th, and officially out for delivery on December 21st and had been out for delivery ever since.I have tried to open a ticket on their website but no matter what category I use, or whether I use phone or my PC it simply says "Failed to create ticket. Please try again." I've tried multiple times over multiple days.I have tried to call on two separate occasions. The first time I was on hold for an hour and a half, the phone eventually rang to someone, and then I was hung up on. The second time I called the phone system would just cycle me through the menu over and over again and I couldn't actually get into the call queue so I gave up.I've sent multiple emails over the past week to ********************************** with no response. I've flagged the email titles as URGENT in hopes it would help.I've tried their online chat bot but because you can't actually communicate with a person you don't really get anywhere.

  

  Business Response

  Date: 31/12/2024

  Dear Sophie,

  Thank you for providing such detailed feedback regarding your experience. We sincerely apologize for the frustration and inconvenience youve encountered while trying to track and resolve the status of your package.
  We appreciate the information youve shared about the challenges with our ticketing system, and we have forwarded this to our IT team for further review to ensure these issues are addressed promptly.
  Upon reviewing your case, we are pleased to confirm that your parcel was successfully delivered on December 28, 2024, at 9:50 AM. For your convenience, we have enclosed the Proof of Delivery (POD) for reference.
  We deeply regret the difficulties you experienced and value your feedback as it helps us improve our processes. If theres anything further we can assist you with, please dont hesitate to reach out.
  Sincerely,
  UniUni

  Customer Answer

  Date: 31/12/2024

   
  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:

  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 made a purchase from **** and got a notification that my package would be delivered by UniUni. On UniUnis tracking page, it says that my package was out for delivery at 9:30AM on December 22, however it is now December 27th and I have still not received anything. The tracking status still says it is out for delivery, but this cant be true.I attempted to call their customer service phone line and every time I tried to select the option for other company packages (not ***** or Temu), it would just restart my call.

  

  Business Response

  Date: 31/12/2024

  Dear ***,

  Thank you for sharing your experience and bringing this to our attention. We sincerely apologize for the delay in your delivery and the frustration caused by the lack of updates and the challenges you encountered with our customer service phone line.
  Upon reviewing your case, we located your support ticket and can confirm that an agent has requested a track and trace from the warehouse. Your parcel was assigned to a driver on December 22, but tracking updates stopped after that. Once we receive a response from the warehouse regarding the status of your parcel, we will update you promptly through your support ticket.
  We also acknowledge the difficulty you faced when attempting to contact us via phone. Please know that we are conducting an investigation into these issues to ensure that our phone system is functioning properly and that such problems are resolved swiftly.
  We appreciate your patience and understanding as we work to address these concerns. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22737413
  
  I am rejecting this response because:
  
  I would like to keep this case open until I receive concrete news about my package.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 12/01/2025

  Dear ***,

  Thank you for reaching out regarding your package delivery. We sincerely apologize for the frustration and inconvenience caused by the delays and the challenges you faced trying to get assistance.
  After reviewing your case, we can confirm that your package was delivered on January 10, 2025, at 5:23 PM. The Proof of Delivery (POD) is enclosed for your reference.
  We regret the confusion caused by the tracking status and the delay between the original expected delivery date and the actual delivery. We acknowledge that the prolonged "out for delivery" status was misleading, and we are taking steps to improve our tracking system to provide more accurate updates in the future.
  Additionally, we apologize for the technical issues you encountered with our phone line. This is not the experience we want for our customers, and we are actively working to resolve this problem to ensure that all callers can reach the correct department without interruption.
  If you have any further questions or concerns about your package or delivery, please do not hesitate to reach out. We value your feedback and are committed to making improvements to ensure a better experience for all our customers.
  Thank you for your understanding, and we appreciate your patience.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22737413
  
  I am rejecting this response because:

  The package that I have received is not mine, as it is clearly not addressed to my name nor address. In the proof of delivery image you have sent me, it also clearly shows that the delivery address is not my address. I have raised multiple follow up support tickets for UniUni to track down my original package but have received no response outside of our Better Business Bureau communication. Please send someone to retrieve the incorrect package and deliver it to the rightful address. If my package is indeed lost by UniUni, I would like a full refund.

  
  Sincerely,
  
  *** ****