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:20/12/2024

  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.

  On 11/19/20 I got the notification Failed delivery attempt, returning to the warehouse. (Wrong Address).On 11/20/24 I got the notification parcel returned to warehouse I have had email correspondence saying a second attempt would be made. Never happened. Have had phone calls with supervisors saying the same thing. We even looked at ****** maps over phone together to make sure they had correct address.12/17/24 I made two separate phone calls the first lasting 1 hour 32 minutes and second 1 hour 13 minutes both times the representatives hung up on me. It is now 12/20/24 they refuse to deliver my package they will not respond to email correspondence and will hang up on me if I get them on the phone.

  

  Business Response

  Date: 27/12/2024

  Dear Katey,

  Thank you for reaching out to us and sharing your experience. We deeply regret the challenges you have faced and sincerely apologize for the inconvenience caused.
  After reviewing your case, we can confirm that every agent who assisted you followed our policies and procedures, doing their best to escalate the matter appropriately. Despite these efforts, its clear that the issue has not been resolved to your satisfaction, and we understand your frustration.
  To ensure this matter is addressed with urgency, we have escalated your parcel to the warehouse manager and requested that it be prioritized for a second delivery. We are committed to making this right and will provide updates through your customer support ticket as soon as we have confirmation from the warehouse team.
  Thank you for your patience and understanding while we work to resolve this for you. Please dont hesitate to reach out if you have any additional concerns.
  Best regards,

  UniUni

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22713924
  
  I am rejecting this response because:
   
  I have already been told on two separate occasions that a second delivery will be scheduled and it never happened.  

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

  

  Business Response

  Date: 08/01/2025

  Dear Katey,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced, particularly with the delays and communication about your delivery.
  After reviewing our records, we can confirm that your parcel was successfully delivered on December 30, 2024, at 20:20:45 to the following address:
  ************************************
  We understand the importance of clear communication and timely deliveries, and we regret that this situation did not meet your expectations. If you have not received your package or have additional concerns, please dont hesitate to contact us so we can assist further.
  We appreciate your patience and understanding and are committed to learning from this experience to better serve you in the future.
  Best regards,
  UniUni

• Initial Complaint

  Date:20/12/2024

  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 items from ******** which were shipped via uniuni. I received an email stating that the items were delivered, with a picture that clearly shows that the address on the mail box does not match the address on the package, nor any other address in our neighborhood. I tried to call the customer service number provided by ********************** multiple times, but there is no way to get through. I tried to submit a ticket via ************************************************************, but got "failed to create ticket, please try again". There appears to be no way to contact uniuni, so I'm filing a complaint here.

  

  Business Response

  Date: 27/12/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced with your recent delivery and our customer service processes.
  To address your concerns, we have escalated your inquiry to a senior customer representative who will be reaching out to you today to offer support and work toward a resolution. Additionally, we have reported the technical issue you encountered with our support portal to our IT team for immediate investigation and resolution.
  Your feedback is incredibly important to us, and we are committed to making things right. Thank you for your patience and understanding as we work to resolve this issue.
  Best regards,

  UniUni

• Initial Complaint

  Date:20/12/2024

  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 is responsible for the shipping for an order I placed through AliExpress on November 30th 2024 with an expected delivery date between December 8th and 17th. Despite making it to the ************* and through customson december 5th it still has not been delivered. It spent more than 11 days at one of their facilities and though it now says out for delivery there is no way to figure out what time. No one answers the phone and their automated online assistant bot says I should see it within two days; mind you my expected ship date through uniuni tracking still says the 17th...This company is horrible, plain and simple. Zero communication, fails to update information in a timely manner and if they intend to use a model similar to **** eats and others, then they should provide the couriers contact information so that delivery times can be figured out. Hopefully my stuff arrives and doesn't end up being stolen.I have had one other package through uniuni that did intact make it to me on time, though they delivered it to the apartment directly next door (28) and actually crossed out my number and wrote 28 on it. I through out the packaging unfortunately but now wish I had at least taken a photo.

  

  Business Response

  Date: 27/12/2024

  Dear *******,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the delays and the frustration you encountered during the delivery of your parcel.
  Upon review, we can confirm that your parcel was successfully delivered on December 20, 2024, at 3:26 PM. However, we acknowledge that there was a significant delay between the pickup of your shipment from the customs bay on December 8, 2024, at 5:28 PM and its arrival at our sorting facility on December 19, 2024, at 8:11 AM.
  Unfortunately, we are unable to pinpoint the exact cause of this delay, and we understand how this lack of clarity and communication has impacted your experience. Please rest assured that your feedback has been escalated to help us improve our processes and communication moving forward.
  We are relieved to see that your package has reached you, and we appreciate your patience and understanding. Should you have any further questions or concerns, please do not hesitate to get in touch.
  Best regards,

  UniUni

• Initial Complaint

  Date:19/12/2024

  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.

  This company has claimed to have tried 3 times to deliver to my house. This is impossible, I have been home and even if I wasn`t the buzzer is connected to my cell phone which has not received a call from the intercom system. It is suspicious that at 9am 3 days in a row I got an email saying an attempt was made.The chatbot is useless since it only tells you to go to customer support. I tried filling out a ticket on their webite but that fails. I have called their customer support phoneline but I am neither a Temu or ***** customer, another company chose this service that sends you an endless loop of no choices. I guess I am never going to receive my package and will complain to the original sender. This is so frustrating especially in the holiday season.

  

  Business Response

  Date: 27/12/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns. We deeply apologize for the inconvenience and frustration this situation has caused, particularly during the holiday season.
  We have located your support ticket #******* and verified that our customer service agent attempted to book the second delivery for your parcel. However, it appears that the warehouse has not yet processed the booking. To address this promptly, we have escalated the matter to the warehouse manager, prioritizing your case to ensure it is resolved as quickly as possible.
  We will continue to monitor the progress and follow up via your support ticket if we encounter any further issues. Please know that we are committed to resolving this for you.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:19/12/2024

  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 2 products from a 3rd party company out of *****************. They shipped both to the ***, both were to be delivered via UNIUNI and 1 came as expected and arrived like it should. The 2nd, was supposed to show up a day later and it never did. UniUni says it was Failed Delivery, Retry Later. What was failed however I have no clue. I work from home and was home all day. I have cameras and not delivery was attempted at all. I called their customer service because their online service no matter what you do, does not actually work (Go ahead, try to send them an email as they instruct you to do). So then I called and spent 1 hour 30 minutes trying to get their through, finally got through to a rep, who said the item would be delivered the next day. I waited 2 days and called again; this time they said it should be delivered by 10pm that same day. Yep, no product, nothing. I am now trying to call again and have now been on hold for over an hour. Im now filing this complaint as I just want my product delivered before Christmas as I purchased this product back in November.

  

  Business Response

  Date: 27/12/2024

  Dear ****,

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the frustration and inconvenience caused by the delay in delivering your second package.
  Upon review, we can confirm that your parcel was delivered on December 21, 2024, at 6:05 PM, and we have enclosed the Proof of Delivery (POD) photos for your reference. We understand that the multiple failed delivery attempts and lack of communication added unnecessary stress during a time-sensitive period.
  We regret that the driver was unable to deliver your parcel within the expected timeframe and assure you that your feedback has been noted. Improving our delivery processes and communication is a top priority, and your experience is invaluable in helping us make necessary adjustments.
  Thank you for your patience. Should you have any further questions or concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:19/12/2024

  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 should have been delivered on Sunday December 15th 2024. Item says out for delivery.Would like my item delivered. Also no way of contacting above business. I created a support ticket with no response after 72 hours. Also calling does not work as their automated message always takes you back to main message.1 for English 2 for any delivery other than Temu or *****.Back to 1 for English. And repeats....

  

  Business Response

  Date: 27/12/2024

  Dear ********,

  **** you for bringing this to our attention. We understand the frustration caused by the delay in responding to your support ticket and the challenges you faced in contacting us.
  Upon review, we confirmed that your support ticket submitted on Monday, December 16, 2024, at 6:53 PM was responded to by one of our agents on Thursday, December 19, 2024, at 2:03 PM. While this does reflect a delay in our response, please know that the peak holiday season has significantly increased the volume of customer inquiries, and we have been working diligently to address all concerns as quickly as possible.
  We are pleased to hear that your parcel has since been delivered and appreciate your patience throughout this process. Your feedback is invaluable and helps us continue improving our systems and services.
  Thank you for reaching out, and we hope to provide you with a smoother experience in the future.
  Best regards,

  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:19/12/2024

  Type:Customer Service 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 try to contact customer support, I am left waiting on the line for an hour to an hour and a half before I can speak to someone. When I finally get through, the representative speaks with me for no more than 3 minutes, and if I attempt to explain my issue in detail, they rudely hang up the phone. This level of service is completely unacceptable.I am demanding that my shipment be delivered immediately, along with proper compensation for the terrible customer service I have experienced. Furthermore, I strongly suspect that my shipment has either been lost or stolen, as no reasonable explanation has been provided for the delay. When a shipment is marked as Out for Delivery, it is expected to arrive on the same day, not to be delayed for over 5 days without any updates.The handling of this situation by UniUni has been extremely unprofessional, and as a customer, I feel disrespected and ignored. I urge you to take immediate action to resolve this issue

  

  Business Response

  Date: 27/12/2024

  Dear Shaher,

  Thank you for bringing your experience to our attention. We sincerely regret the frustration caused by the delays and the service you received, which falls far below the standards we aim to provide.
  We want to assure you that we take these matters seriously and are conducting a thorough investigation into the interactions you had with our team. Our focus is on ensuring every customer receives professional and respectful service, and we will address this situation with the appropriate actions to reinforce those expectations within our team.
  We have confirmed that your parcel was delivered on 2024-12-19 at 17:44:26, and we have enclosed the Proof of Delivery (POD) for your reference. While we are pleased the parcel reached you, we understand the process did not meet your expectations and caused unnecessary inconvenience.
  Please rest assured that we are reviewing this matter closely to improve both our communication and service processes. We deeply value your feedback and will use it to drive the necessary changes to prevent similar situations in the future.
  Thank you for your understanding and patience as we work to resolve this matter.
  Best regards,

  UniUni

• Initial Complaint

  Date:19/12/2024

  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.

  Like all others, it says it attempted a failed delivery today 12/18/24 but we were home all day so that is impossible. We have received all other packages from other delivery services without issue. Need my order delivered ASAP!

  

  Business Response

  Date: 27/12/2024

  Dear Aga,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration caused by the initial delivery attempt.
  Our records indicate that your parcel was successfully delivered on 2024-12-20 at 15:56:51. We regret that the tracking system was not updated with details regarding the earlier failed attempt. To address this, we have already escalated the matter to the drivers manager to ensure such oversights are corrected moving forward.
  Your experience is important to us, and we appreciate your understanding as we work to improve. If theres anything further we can assist you with, please dont hesitate to reach outwere here to help.
  Warm regards,

  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,
  
  Aga *******

• 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