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:15/10/2024

  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 dress And ******* was supposed to deliver it. It was never delivered. Theres no way to reach them. *** called and emailed its been. A month and a half. I paid $80 for this dress.

  Customer Answer

  Date: 22/10/2024

  705344253E151

  

  Business Response

  Date: 10/11/2024

  Hello *********,
  Thank you for reaching out, and we apologize for the delay and frustration youve experienced regarding your missing delivery. After reviewing your case, we found that your parcel was not booked by the warehouse for a second delivery attempt. We have now sent a request to verify if the parcel is still available to book; however, as it has passed our 30-day holding period, it is possible that the parcel may have been sent back to the vendors warehouse.
  We have reassigned your ticket to our Leadership Team, who will follow up directly with the warehouse and provide you with an update by Wednesday, November 13th.
  We appreciate your patience, and please dont hesitate to reach out if you have any further questions in the meantime.
  Best regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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.

  Delivery attempt was made without following instructions on the door of the location. My number is posted at the door because there's no buzzer. I've tried contacting customer service on all lines and the calls get dropped immediately with no choice or hold. Called the two US numbers the two Canadian ones and the international one. Call get dropped immediately or I'm told can't be trsnfered. I want to got pick up my package. Ut if I can't get a hold of the uniuni I won't be able to even give instructions. Need this fix **** as the parts ordered where supposed to get here by now.

  

  Business Response

  Date: 10/11/2024

  Hello Jomar,
  Thank you for reaching out, and we apologize for the challenges you experienced with your delivery. We understand how important it was for you to have your parcel delivered according to your instructions, especially when specific guidance was provided at your location.
  Were pleased to confirm that the delivery to *****************************************************************************************************, was successfully completed on October 15, 2024. Proof of delivery photos were shared with you on October 17. While we consider this issue resolved, please accept our sincere apologies for the initial missed attempts and any inconvenience these delays may have caused.
  If theres anything further we can assist you with, please dont hesitate to reach out.
  Warm regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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 supposed to attempt delivery, and if the attempt fails, then they do a second attempt. If that attempt fails, then they send the package back to the warehouse. My package was immediately sent back to warehouse without even attempting to deliver it, on october 4th- the day it was supposed to be delivered. They then told me it would be delivered by the 12th. Nothing has changed. Now they are telling me to wait another 7 days. The reason for the return is invalid address, but their customer support confirmed both my address and phone number to be correct. Again- they didnt even attempt delivery. They have also delivered my package to the wrong address at least twice. Another time they had a failed delivery due to invalid address (but didnt send it back to warehouse this time. it was successfully delivered upon second attempt). but once again my address and number was confirmed to be correct. Never has a driver attempted to contact me.

  

  Business Response

  Date: 10/11/2024

  Hello ********,
  Thank you for reaching out, and we apologize for the issues youve experienced with your recent delivery. We understand your frustration, especially given the delays and previous incorrect delivery attempts.
  After reviewing your case, we acknowledge that there was indeed a delay between the time your parcel was returned to the warehouse on October 4, 2024, and when the second delivery was finally booked and completed on October 20, 2024, at 5:55 PM. While our process is to attempt delivery, then return to the warehouse if delivery fails, we recognize that this did not go as planned. We apologize for any confusion caused by the invalid address status, as our team did verify your address and contact information to be correct.
  We understand how critical clear communication and reliable service are, and were taking your feedback seriously to improve our processes. Please accept our apologies for the delays and any inconvenience caused by these missed attempts.
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Best regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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.

  Ordered something from ****, and **** chose to use Uniuni to ship the item once it arrived in ******. Uniuni alleges they attempted delivery on at leadt three occasions, though there is no way of proving whether they did/didnt, though someone was home on all of those days. Contacted customer service by phone and they repeatedly gave me the run-around of pre-written dialog and then hung up on me. Emailed their customer service but they have stopped replying back, though their emails were often pre-written and didnt acknowledge specifics. Package cannot be picked up in person anywhere because they dont offer that. If they dont deliver, they return to sender, which is obviously unacceptable.

  

  Business Response

  Date: 03/11/2024

  Dear *******, 

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced regarding the delivery of your parcel.
  Upon reviewing your case, we can confirm that your parcel was successfully delivered on October 17, 2024, at 17:02 to Apt 304, ***** ***************************************************************
  We regret any delays or confusion that may have occurred during this process and understand the importance of receiving clear and accurate communication. We truly value your feedback and are committed to improving our service to ensure a better experience in the future.
  Should you require any further assistance or have additional concerns, please do not hesitate to contact us. We are here to support you and address any outstanding issues.
  Best regards,

  UniUni

• Initial Complaint

  Date:11/10/2024

  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.

  Sep 7, 2024 - Placed an order with the retailer Bellelement. They claim my address was never recorded, but was able to accept payment. My package was originally sent via ********* and transferred to UniUni for the final leg of the delivery. I received a message that they were unable to deliver. As advised via their emails, I both logged multiple tickets in their system to "update" my address and called multiple times (Oct 1 & Oct 8) and spoke to an agent to reiterate the issues again. During the last call on 10/8 I was told I would receive a direct confirmation from the UniUni warehouse within 48 hours with redelivery information. This window has since passed and I have zero confidence that any of my information is being recorded or any redelivery attempt is being made.Meanwhile, the retailer has been emailing me asking me to update my address with UniUni, then sent a followup email that I had not adequately followed instructions and that my package "would be destroyed" even though I have made several attempts to confirm my address.

  

  Business Response

  Date: 13/10/2024

  Dear *****,

  Thank you for reaching out, and we sincerely apologize for the issues youve experienced with your delivery.
  After carefully reviewing your case, we regret to inform you that your parcel has been returned to the vendors warehouse. We understand that you made multiple efforts to update your address and resolve the situation, and we apologize that our warehouse missed the second delivery attempt.
  Weve escalated this matter internally and shared this failure with our station manager, as we recognize that our customer service agents escalated your case twice without achieving a resolution. This is not the level of service we aim to provide, and we are taking steps to prevent this from happening again.
  To proceed, we recommend contacting the vendor directly to arrange for a replacement or to request a refund for your order.
  We deeply regret the inconvenience this has caused and appreciate your patience throughout this process. If there is anything further we can do to assist you, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:10/10/2024

  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 ordered an item on **** and it was shipped from ***** via UniUni. The shipping time was 27 day, which was understood. The parcel was supposedly delivered on 10/8/24 and I received a text notifying me of the delivery. The delivery was made to my front door supposedly. I opened the door withing 60 seconds of receiving the text and there was nothing there. The delivery picture sent to me does not show where it was delivered but apparently it was delivered to the incorrect address. UniUni has said they would follow up and get me an answer but they have already missed to deadlines they gave me. The last time I called they actually hung up on me when I asked to speak to a supervisor. The seller has had about the same response. Promises but no action.

  

  Business Response

  Date: 13/10/2024

  Dear Neil,

  Thank you for contacting us, and we sincerely apologize for the ongoing frustration you’ve experienced with your delivery. We understand how concerning it is when a package is marked as delivered but cannot be found.
  We can confirm that one of our agents is actively engaged with your support ticket, and it has been escalated internally to ensure it is handled with priority. You can expect to hear back from the agent by the end of the day on October 15, 2024 with further updates.
  We deeply regret the missed deadlines and communication issues you’ve encountered, and we are committed to resolving this matter as quickly as possible. Please feel free to reach out if you have any further questions in the meantime.
  Best regards,

  UniUni

  Customer Answer

  Date: 16/10/2024

   
  
  Complaint: 22407065
  
  
  
  I am rejecting this response because just saying "sorry about that" is not a resolution. I requested and received a refund for the purchase but since this apparently happens often with Uniuni they have a much larger problem that they need to address and correct. "Sorry about that" is not a resolution, it is an excuse for ongoing poor service.
  
  
  
  Sincerely,
  
  
  
  Neil Freed

• Initial Complaint

  Date:10/10/2024

  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 prescription glasses with expedited delivery from Kits. They used uniuni as the courier. On 10/7 a delivery attempt was made. I had no advance notice that this was going to happen. I attempted to contact them via their website, but was unable to use the form because my location wasn't listed. I tried to use the chat bot but it wouldn't accept my tracking number. I was forced to call, and after 59 minutes talked to someone who only told me the package would have to go back to the warehouse before I could reschedule. I've attempted to email them to find out the status, only to be told they're looking into it and give them time. I've also contacted the seller to take action on my behalf. There is no way to track or schedule a delivery with this company, and the last update on my package is a delivery attempt from 3 days ago.

  

  Business Response

  Date: 13/10/2024

  Dear ******,

  Thank you for contacting us, and we sincerely apologize for the frustration and delays youve experienced with your delivery.
  After reviewing your case, we found that your support ticket (#*******) was responded to on the same day it was submitted. We can also confirm that your parcel was successfully delivered on 2024-10-10 at 11:19:13 to the following address:
  ************************************************
  We regret any inconvenience caused by the delays in communication and tracking, and we appreciate your patience as we worked to resolve this matter.
  If you have any further questions or concerns, please dont hesitate to reach out, and well be happy to assist.
  Best regards,

  UniUni

• Initial Complaint

  Date:10/10/2024

  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 some work clothes from ***** and this carrier allegedly delivered my packages. The UniUni website and ***** both say it was delivered to a mailroom.I dont have a mailroom. This package was not at my apartment. I contact the UniUni personal and I was told it was delivered and had no option to speak with anyone about the package. I was told I would get an email and I received nothing.

  Customer Answer

  Date: 10/10/2024

  I already have a complaint with the seller through BBB and nothing has been done. They keep telling me to contact *******

  This company is fraudulent and my package said delivered to a mailroom at my address. I do not have a mailroom at my address. ***** refuses to give me a refund saying it was delivered and its not there responsibility if my package was delivered to the wrong place.

  

  Business Response

  Date: 27/10/2024

  Dear *****,

  Thank you for reaching out and for giving us the opportunity to address your concerns. We completely understand how important it is to receive your packages securely, and we sincerely apologize for the frustration and inconvenience this situation may have caused you.
  After a thorough review of your case, we confirm that your package was marked as delivered on September 12, 2024, at 7:04 AM to *****************************************************. The Proof of Delivery (***) photos indicate that the parcel was placed directly at your unit door at the time of delivery. We shared these photos with you via your support ticket 18 days ago (Wednesday, October 9, 2024, at 1:18 PM). Based on this information, we consider this a successful delivery.
  However, we completely understand that, despite the delivery confirmation, not receiving your package is deeply concerning. In these instances, we recommend reaching out to your building management, as they may have additional information or be able to assist further. Additionally, we encourage you to connect with the vendor, *****, as they may offer support or alternatives in such cases.
  We have attached the *** photos again for your convenience, and they remain accessible through our online tracking page. We genuinely apologize for this experience, and we are committed to assisting you in any way we can.
  Thank you for your understanding and patience. If there's anything else we can do to support you, please dont hesitate to reach out.
  Warmest regards,
  UniUni

• Initial Complaint

  Date:07/10/2024

  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 have security footage of a uniuni delivery driver placing my package down, taking a photo of it for his boss, then picking it back up and taking it it with him. The driver has stolen my package and uniuni does not seem at all concerned with their drivers committing felony acts.They hang up on me. Wont email back. And are incredibly rude when I have been able to get someone on the phone

  

  Business Response

  Date: 13/10/2024

  Dear *****,

  We are truly sorry to hear about the concerning experience youve had with our service, and we want to assure you that we take your claim very seriously. Your support ticket (#*******) has been escalated for immediate investigation.
  We understand how frustrating and upsetting this situation must be, and we deeply regret any negative interactions youve had while trying to reach our team. This is not the level of service we strive to provide, and we are taking steps to address your concerns internally.
  To assist with our investigation, we would appreciate it if you could provide the security footage you mentioned. This will help us thoroughly review the actions of the delivery driver and take appropriate action.
  We sincerely apologize for the trouble this has caused, and we are committed to working with you to resolve this matter. If you have any additional questions or concerns, please don't hesitate to reach out, and we will ensure a swift response.
  Thank you for your patience,

  UniUni

• Initial Complaint

  Date:04/10/2024

  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 ordered an item from aliexpress with quick turn around time and a time guarantee. I have ordered form aliexpress within the past year using the same account and no issues. This time I guess the package was shipped through UniUni. The day of delivery, my address is marked as incorrect. Which its not. I try to submit a ticket online, the webform wont work & says error. So I call, it took about 20 minutes to get someone. We verified my address, as well as my phone number. They said it would be reattempted. Two days later, the tracking says "Failed delivery, retry later". So I am back on hold trying to talk to someone. This company is such a joke. What, do they deliver when and if they want to? I have been home both days it says attempted. I hope to never deal with this company again, they have only wasted my time.

  

  Business Response

  Date: 13/10/2024

  Dear Christopher,

  Thank you for reaching out to us, and we sincerely apologize for the inconvenience and frustration you’ve experienced with your recent delivery. After reviewing your case, we can confirm that your parcel was successfully delivered on 2024-10-05 at 11:45:55 to the following address:
  9041 Belo Gate, Manassas Park, Virginia, US
  We understand your concern regarding the previous delivery attempts. While your parcel was out for delivery on 2024-10-01 at 08:20:07, there appears to have been a delay, and unfortunately, the driver did not provide tracking updates explaining the reason for the delay. However, we are glad that the delivery was completed, and we hope the item has reached you safely.
  We deeply regret the issues you faced with the online form and long hold times when contacting our support team. We are continually working to improve our processes and communication to provide a better experience for our customers in the future.
  Should you have any further questions or require additional assistance, please don't hesitate to let us know. Thank you for your patience, and we hope to serve you better next time.
  Best regards,

  UniUni

  Customer Answer

  Date: 16/10/2024

   
  
  Better Business Bureau:
  
  
  While this company could not provide delay details and all the order information promises using them like "delivery time guarantee" were false, they did in fact deliver after I spent an hour on the phone helping them find my address. Not a company I want to use going forward. I also don't know how a logistics company can be so bad at the one thing they do. However if a week delay and an hour worth of frustration if your thing, they are the company for you. In any event, their response sums up a satisfactory result.
  
  
  
  Sincerely,
  
  
  
  Christopher Rieder