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:11/12/2024

  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.

  They are a delivery company. I received a notification that an item i ordered was delivered on 10-12-2024. They provided a photo of the delivery of an item at my address. When i arrived the item was for another person from another part of town. How is this possible? You are on a street and the street address on the box does not match let alone the names are totally different. I tried calling and the wait times jump from 20 minutes to 50 minutes and back. Eventually after almost an hour, the call hangs up. The chat bot is useless. I filled out a complaint ticket however when you try to send it an error message appears. How is this level of incompetence tolerated? I would never in a million years use this delivery service. It seems to me that rule #1 of delivery is check the address on the parcel. If you cannot do this then find another profession. It is now clear why their complaints processes lead nowhere.

  

  Business Response

  Date: 20/12/2024

  Dear ******,

  Thank you for bringing this matter to our attention.
  We sincerely apologize for the issues you experienced with your delivery, as well as the challenges you faced in attempting to resolve the matter through our support channels. This is not the level of service we aim to provide.
  We have reassigned your support ticket to a leadership team member who will be providing immediate assistance to address your concerns. They will be in touch shortly to investigate and resolve this matter.
  Your feedback regarding the delivery process and the difficulties with our support system is extremely valuable to us, and we are actively working to improve both areas to prevent similar experiences in the future.
  Thank you for your patience and understanding while we work to resolve this for you. If you have any additional questions or details to share, please dont hesitate to let us know.
  Best regards,

  UniUni

• Initial Complaint

  Date:11/12/2024

  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 bought an item 10 days ago and it should be delivered by this company two days ago. However, no one came to my apartment to deliver or contacted me by phone, text or email. And I just received an email said the delivery failed. Today, after waiting for 1 hour, I got access to their customer service and was told that I need to wait for another week to get redelivered. I want to complain about this situation and want to be redelivered right now!!

  Customer Answer

  Date: 12/12/2024

  I would like to withdraw my complaint about UniUni as I have just received the package, resolving the issue.

• Initial Complaint

  Date:11/12/2024

  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 had a parcel (U000296939883067) putatively handed off to UniUni on 29 October 2024 for delivery to my address; it never appeared in UniUni's tracking system, and their support has been nothing but form responses over email. I haven't been able to reach a human at all when calling them, and their email responses have not solved the issue. The shipper (Shippsy/Stallion) has been responsive and has tried to contact UniUni on my behalf, but has also received no useful communications. I'd like to get this parcel, and I should have had it over a month ago.

  

  Business Response

  Date: 13/12/2024

  Dear ********,

  Thank you for reaching out and bringing this matter to our attention. We understand how frustrating this situation has been and sincerely apologize for the inconvenience caused.
  After reviewing your case, we can confirm that UniUni has only received the shipping details for parcel U000296939883067 and has not yet received the physical parcel for delivery. As such, we recommend connecting directly with the vendor or shipper to confirm the status of your order and verify when it will be handed off to UniUni for final delivery.
  We regret any confusion or delays this may have caused and assure you that we are committed to assisting once the parcel is in our possession. If you have any further concerns or need additional support, please do not hesitate to reach out.
  Thank you for your understanding and patience.
  Best regards,
  UniUni

  Customer Answer

  Date: 13/12/2024

   
  Complaint: 22673073
  

  This is not an acceptable response. The shipper, Shippsy/Stallion Express, has also tried to be in touch with UniUni about this package (email and phone) and has not received any sort of useful response. All email responses, like this, have been form responses and have made no effort to genuinely resolve the problem. Merely saying "we don't have possession" when the shipper claims you do is not a useful or sufficient response to the issue. I've been in touch with the shipper, who has, at least, been willing to try and help - they may well have been in contact separately. This requires UniUni investigating whether this package arrived to your GTA distribution location or has otherwise been lost, not merely passing blame.

   

  
  

  

  Business Response

  Date: 22/12/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns about your parcel with tracking number U000296939883067.
  After reviewing the details, we can confirm that this parcel is currently in 190 Order Received status. This means UniUni has only received the shipping details for your parcel, but the physical parcel has not yet entered our network. If the parcel had been scanned by customs or UniUni, the tracking information would have been automatically updated in our system.
  To assist you further, we have provided a screenshot of the tracking status, which you can share with the first-mile carrier, Stallion Express, for additional follow-up. Additionally, we have forwarded the tracking number to Stallion Expresss account manager to ensure this matter is prioritized and investigated.
  Unfortunately, since the parcel has not entered our network, we are unable to assist directly with locating or resolving this issue. We recommend continuing to work with Stallion Express for updates on the shipment.
  We sincerely regret any frustration this situation has caused and appreciate your understanding. If there is anything else we can do to assist, please dont hesitate to let us know.
  Best regards,

  UniUni

  Customer Answer

  Date: 31/12/2024

  I do not think it is worth my time to further engage with UniUni. They have been extraordinarily slow to respond, failed to provide useful answers, and passed blame to their client (Shippsy / Stallion Express). I've been in touch with Shippsy, and they've been far more helpful than UniUni has been. 

• Initial Complaint

  Date:11/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was expecting a package (tracking number: UUS4C10836673989706) and waited all day for its arrival. However, the package never came, and the tracking app falsely claimed that the delivery failed due to an "incorrect address." This is both inaccurate and disappointing.Upon reading reviews from other customers, I found that many have encountered similar issues, which raises serious concerns about the reliability of your service. Additionally, the customer service line has proven to be unhelpful. I was unable to speak with a representative as the system repeatedly redirected me to the main menu, leaving me with no resolution or assistance.I urge you to investigate this matter, provide an explanation for the failed delivery, and take steps to improve customer service process. Experiences like this undermine trust in the company and leave customers feeling disrespected.

  

  Business Response

  Date: 20/12/2024

  Dear Aura,

  Thank you for bringing this matter to our attention.
  Our records indicate that your parcel, tracking number UUS4C10836673989706, is marked as delivered. However, it appears that the driver did not update the tracking system with details regarding the failed delivery attempt. We sincerely apologize for this oversight and any frustration it has caused.
  We take your feedback regarding the delivery experience and customer service seriously and will escalate this matter to our leadership team for review. Our goal is to identify and address these issues to prevent similar situations in the future.
  We deeply regret the inconvenience you experienced and are committed to improving our processes. If you have any further concerns or questions, please do not hesitate to reach out.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:11/12/2024

  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.

  My packages has been showing OUT FOR DELIVERY for the past 10 days with no updates. Last update it shows its in my town on December 1st. Tracking number UUS4BQ0566646061907.Ive attempted to create a ticket on their website but when you do, it gives an error message so you cant actually file a complaint. I ordered this package with a specific delivery date so that I could have it for an event. Now the event is coming up and I cant get a response or create a ticket from this shipping company.

  

  Business Response

  Date: 20/12/2024

  Dear *****,

  Thank you for reaching out to us regarding your parcel with tracking number UUS4BQ0566646061907.
  Our records indicate that your parcel was delivered on 2024-12-11 at 13:01:26. We apologize for any confusion caused by the delay in tracking updates prior to delivery.
  We understand how important it was to receive your package on time, especially with an event approaching. If you suspect the package is missing or you did not receive it, we recommend checking with neighbors, your property management (if applicable), or any secure locations where the parcel might have been left.
  If you still cannot locate your package, please let us know, and we will investigate further. We are also working to resolve the technical issues with our ticketing system to ensure a better experience for our customers in the future.
  We sincerely apologize for any inconvenience caused and appreciate your understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22670796
  
  I am rejecting this response because:
  The pictures of the package delivered are from my neighbors house a year ago. Also the second picture is of a totally different porch than my neighbor. Uniuni lied about the delivery. The first picture is a year old and the second picture is of a pebble porch when my neighbors have a concrete porch. Also the package is clearly not mine. Its way too small to have been my package. You stole and then lied and had fake pictures 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/12/2024

  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 Dec 8, at 11:40pm the driver for Uniuni was delivering a package from Temu. He pulled up in front of my home, dropped of the package and entered his vehicle. Instead of going straight on the street, he tried to make a U turn. As he backed his vehicle up the driver struck my benches and a large planter pot cracking it as well as pushing the benches into my metal lamp post in front near my door causing the electrical to short and the pole to break from the foundation. I called Temu customer service who I was able to speak to immediately. They stated I needed to speak to the courier Uniuni. I sent them a complaint through their website twice with no reply. I have heard nothing from anyone from this company. All of this was caught on my cameras outside my home. Ive called their customer service numbers and have remained on the phone for hours with no customer service support or acknowledgment from this company.

  

  Business Response

  Date: 13/12/2024

  Dear *******,

  Thank you for reaching out and bringing this serious matter to our attention. We sincerely apologize for the incident involving our driver and for the lack of timely communication and resolution on our part. We understand the frustration and inconvenience this situation has caused and deeply regret the impact on your property.
  We have located your support ticket and have reassigned it to a leadership team member who will be handling your case directly to ensure a prompt and thorough resolution. We kindly ask for your patience as we review the details, including the video evidence you mentioned, to address this matter appropriately.
  If you have any additional information or documentation that may assist us, please feel free to share it by replying to this email. We are committed to resolving this situation as quickly and fairly as possible.
  Once again, we deeply apologize for this experience and appreciate your understanding as we work toward a resolution.
  Best regards,
  UniUni

• Initial Complaint

  Date:10/12/2024

  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.

  My order was supposed to be delivered by uniuni delivery services. My address and contact information are all correct but they failed to deliver my package and now its still in the warehouse. They stated that the address is wrong which is clearly not. I also have not received contact from them during delivery.

  

  Business Response

  Date: 13/12/2024

  Dear ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience youve experienced with your delivery.
  Upon reviewing your case, we can confirm that your package is currently marked as in transit as of December 11, 2024. Our drivers typically require up to 48 hours to complete deliveries, and based on this timeline, your package is expected to arrive today.
  However, as this is peak season, slight delays may occur due to the high volume of deliveries. We appreciate your patience and understanding during this busy period.
  If you do not receive your package today or have any further concerns, please dont hesitate to reach out, and we will be happy to assist you.
  Best regards,
  UniUni

• Initial Complaint

  Date:10/12/2024

  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 placed an order through the Canadian ****** ***** store. Everything was going fine until my order was handed off to "UNI UNI" to complete delivery. I was given a delivery date of December 2nd-4th, I went onto the website I followed the tracking link and it was listed as "@ **************** on November 27th. The December 2nd-4th window came & went. I went to the support page on their website, And it says to find out an ***, Submit a support ticket. But you cant. It is conveniently "broken" no matter what you do. So i phone them, and get no answer after an hour. I try the next day, Never get an answer. I try a THIRD time and get told i have a wait of 40 minutes, Except this number will get lower, And then jump back up to 40 minutes remaining. After an hour and a half on hold (90 minutes) i finally get through to someone. I give them my tracking number and i am told "Oh, There was a delay at the warehouse regarding your package". I ask why and i am told "That's just how they do it". I try to ask what that means, and where my package is and i am hung up on. I am now forced to fight my way and pray i get connected to someone. While i am waiting i check the ****** reviews to see if anyone else has had the same issue, And the reviews are FLOODED with fake 5 star reviews from bot accounts. As many as 20 in a 25 minute window. This Obvious scam of a company needs to be held responsible and liable, Especially for doing this at the holidays.

  

  Business Response

  Date: 13/12/2024

  Dear ******,

  Thank you for reaching out. We wanted to follow up regarding your inquiry and provide additional clarification about your parcel.
  Our records indicate that after speaking to an agent on Tuesday, December 10, 2024, at 1:33 PM, a response was sent to you by the warehouse on Thursday, December 12, 2024, at 3:04 PM. At that time, UniUni had only received the shipping details for your order from the vendor, but we had not yet received the physical parcel for delivery.
  It appears the merchant experienced a slight delay in handing over your parcel, which we received on December 12, 2024. We understand how frustrating this might be and appreciate your patience as we navigate the challenges of peak season, which can impact both vendors and last-mile carriers.
  Now that the parcel is in our possession, we are processing it to ensure a smooth and timely delivery. If you have any further questions or concerns, please dont hesitate to reach out, and we will be happy to assist.
  Thank you for your understanding and continued patience during this busy time.
  Best regards,
  UniUni

• Initial Complaint

  Date:09/12/2024

  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.

  3.5 weeks later, Im still waiting for the delivery of my package which has been in UniUnis possession for that entire time. Help support is COMPLETELY USELESS. Even asked if I could come pickup my package and they said I couldnt.Timeline:Nov 14: Online tracking indicates a delivery attempt was made. However, house camera didnt record any delivery attempt that day. Online support advised that a second delivery attempt would be made automatically. Again, house camera recorded no such attempt.Nov 20: Called support centre and was advised a second delivery would be completed within 5-10 business days. Advised a new tracking # would be issued and I would be emailed the new tracking #. However, no new tracking # was emailed to me and package was not delivered.Dec 4: Called support centre and was advised that my issue had been escalated to their manager and I would receive a resolution by email within ***** hours. Received nothing.Dec 6: Called support centre and was told they would call me back without giving a reason why. Waited 2.5 hours and no callback.Dec 6: Called support centre again (waited over an hour to speak to an agent) and ***** advised they had escalated my issue to the warehouse supervisor another way. Advised verbally that I WILL receive a response via email within 24 hours. Its been over 72 hours and nothing.Dec 9: Called support center and ****** said my ticket is with a supervisor and to wait 2 more hours. She agreed to call me back in two hours to provide an update regardless of whether anything had been done or not. Its been over 6 hours and no callback.The last online status update for my package on Nov 20 states Another attempt will be made within the next ***** hours. Since the status is not accurate, I asked this to be revised so I can show the seller but the status remains unchanged.I am no closer to getting my package delivered, so hope that reaching out to the BBB will bring this to a resolution.

  

  Business Response

  Date: 13/12/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We deeply apologize for the frustration and inconvenience caused by the delay and the lack of clear updates regarding your parcel.
  After reviewing your case, we have located your support ticket and confirmed that your parcel arrived at our facility in a damaged condition. UniUni has already alerted the vendor about this issue, and as the vendor retains ownership of the parcel, they will be responsible for issuing a replacement or a refund. We recommend contacting the vendor directly to expedite the resolution.
  Regarding your request to update the "status" of this issue, we want to clarify that notations on the tracking number are visible only to the vendor and UniUni. While we understand this is frustrating, updating the status in this instance is outside our scope as we adhere to the tracking protocol between UniUni and the vendor.
  We recognize that your experience with our support team has not met expectations, and for that, we sincerely apologize. We are actively working to improve our processes to ensure clearer communication and timely updates moving forward.
  Please rest assured that we take your feedback seriously and are committed to learning from this experience to provide better service in the future.
  If theres anything further we can assist you with or if you need help connecting with the vendor, please dont hesitate to let us know.
  Best regards,
  UniUni

• Initial Complaint

  Date:09/12/2024

  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 am filing this complaint after seeing many others have experienced this issue. I ordered a product online November 23, 2024. I then received an email from UniUni on December 5, 2024 that a delivery was attempted but "sorry we missed you" and notification that the package would be returned within 10 days. The tracking information for the package states it is already being returned to the shipper. I happened to have been at home all day and can verify that no delivery was attempted at all, let alone multiple attempts which UniUni states is their policy before returning a package to the sender. I attempted to file a customer service ticket and was dismayed to see their website simply returns a "Failed to create ticket, please try again" error message each time. I have tried multiple times subsequently with the same result.I was able to engage with their chatbot, which took the tracking #, my phone #, and my email. I received an email that a customer service representative would call me within 48 hours, and no one has called or emailed. I called the customer support phone # on December 6, 2024, and after holding the line for almost an hour, did get to talk to a representative. They acknowledged that the package showed a delivery attempt, and will be returned to the warehouse. They stated this was unusual as packages are generally only returned after multiple attempts. They advised me they would correct the error in their system and another attempt would be made within 48 hours, which did not happen. I tried calling their customer support phone # again, and as of today there is simply a machine message that goes in an endless loop after selecting the appropriate menu options. It is possible the package was lost, or has been retained by a UniUni employee. I echo the sentiments of many others that this company may not be above board, and would hesitate to patronize any business in the future that chooses them as their delivery method.

  

  Business Response

  Date: 13/12/2024

  Good day,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process, and we appreciate the opportunity to clarify and address the situation.

  After reviewing your case, we found that your initial online ticket submission was merged with your phone support tickets. Our agents who assisted you over the phone were able to address and resolve the issues related to your delivery. We can confirm that your parcel was successfully delivered on December 11, 2024, at 3:08 PM, to the following address:
  ********************************************************************
  

  We have included detailed tracking information and screenshots for your reference, which confirm the delivery location and time.
  

  We sincerely regret any miscommunication or inconvenience caused during this process, including the earlier delivery attempt and the challenges you faced with filing a ticket online. These issues do not reflect the level of service we strive to provide.
  

  If you believe there are further unresolved concerns or have not received the parcel as indicated, please let us know so we can investigate further. Your feedback is incredibly important to us, and we will use it to improve our systems and processes.
  

  Thank you for your understanding, and we apologize once again for the experience youve had.
  Best regards,
  UniUni

  Customer Answer

  Date: 13/12/2024

   
  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. I was pleased to see the prompt response to this complaint and appreciate the action taken by UniUni.
  
  Sincerely,
  
  **** ********