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:21/11/2024

  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 date was supposed to be 11/20/24 but delivery failed. Same company shipped an item yesterday 11/19/24 fine with no issues. **************** has limited hours and email contact is extremely slow. Im unsure why one day delivery is possible, but the next I cant get my items. It said delivery address incorrect, but that is not possible.

  

  Business Response

  Date: 27/11/2024

  Dear *****,

  Thank you for reaching out to us regarding the delivery issue with your parcel. We understand how frustrating this experience must be, especially given the successful delivery of another item just the day before.
  To assist you further, we kindly request the tracking number associated with the parcel in question. Weve verified that a customer service agent previously requested this information in your support ticket (#*******). Once we receive the tracking number, we will be able to investigate the matter thoroughly and provide additional assistance to address your inquiry.
  We sincerely apologize for any inconvenience caused by the delay and our limited hours of operation. Your feedback regarding response times is appreciated, and we are continuously working to improve our customer service experience.
  Thank you for your understanding, and we look forward to resolving this for you as quickly as possible.
  Sincerely,
  UniUni

• Initial Complaint

  Date:21/11/2024

  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 through ***** on November 1st. the shipping company that was shipping out my package was uni uni and it said that my package would be here between November 14th and November 16th. On November 3rd I get one of my packages because it's shipped through a different shipping company but on November 9th I got a message through ***** saying that my packages were sent back to the warehouse because an invalid address. If I had not checked my ***** account I would have never known that my packages were sent back to the warehouse. I contacted Uniuni customer service as soon as I found out that my packages were not on the way and they told me that I need to update my address which was already correct in the system and that they will send out my package immediately. So I wait until November 14th still no package, I wait till November 16th and still no package. November 18th and still no package and now it's already November 20th and they're telling me that my package will get here on November 24th. The hold time for the customer service line is ridiculous! I waited on the phone for 15 minutes before I gave the person on the other line my tracking number and then he hung up on me I then called today and I waited for 30 minutes on hold, gave the man my tracking number and then he hung up on me. This whole company is a scam! I feel like it's a scam because why else would I have to wait on hold for so long call so many times just to get hung up on twice. At this point all I want is a refund of my money Or at least an accurate tracking number because when I put in the tracking number that they gave me is still says that my parcels are being sent back to the warehouse.

  

  Business Response

  Date: 27/11/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been and sincerely apologize for the delays and any inconvenience caused during the delivery of your ***** package.
  After reviewing your case, we found your support ticket (#*******), where our customer support agents confirmed that a second delivery would be arranged within 10 business days. However, we are pleased to inform you that our warehouse was able to expedite the process, and the parcel was successfully delivered on November 24th, 2024, at 15:45:02.
  If you have not received the parcel or require further assistance, we kindly ask you to respond to the email sent by our customer support agent. Doing so will reopen your case, and an agent will follow up promptly to resolve any remaining issues.
  We deeply regret the frustration caused by this experience, including the challenges you faced while trying to contact our customer service team. Your feedback is invaluable, and we are committed to improving our processes and service moving forward.
  Thank you for your patience and understanding.
  Sincerely,
  UniUni

• Initial Complaint

  Date:20/11/2024

  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 merchandise, which was received by the delivery company UniUni on Oct. 29. On Nov. 6, I was notified that the package was out for delivery. The next day, I received a notice of failed delivery. Two hours later I was notified that a delivery attempt failed because of severe weather or force majeure. That was a lie; there was neither bad weather nor a force majeure in my city. No delivery was forthcoming. On Nov. 14 I called UniUni to find out where the package was. The customer service person told me that the package had been returned to the warehouse and was lost. He told me that it would take two weeks to locate the package!I do not believe I will ever see the product I purchased. Is this company for real?

  

  Business Response

  Date: 27/11/2024

  Dear *****,

  We sincerely apologize for the issues surrounding the delivery of your package and the frustration this situation has caused. Your feedback is both valid and important, and we want to address your concerns thoroughly.
  You are correct that the driver experienced difficulties delivering your parcel, and we have escalated your complaint to the drivers manager for a full review of the status update listed as severe weather or force majeure. We are also following up directly with the driver to verify the reason provided and ensure greater accuracy in our reporting moving forward.
  Our customer support team responded to your ticket on November 26th, 2024, offering a resolution for the lost parcel after the required 14-day investigation period. While this timeline aligns with our process, we understand it does not lessen the inconvenience caused by the delay and uncertainty.
  Please accept our sincerest apologies for falling short of your expectations and for the distress caused by this experience. We remain committed to improving our processes to ensure better service for all our customers in the future.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to improve.
  Sincerely,
  UniUni
  

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22581297
  
  I am rejecting this response because:

  I have received inconsistent reasons for the non-delivery of my package.  One was inclement weather/force majeure (which is simply not true; no bad weather or force majeure on the day of supposed delivery attempt).  A second reason was that the address was incomplete.  Again, not true.  The third reason was that my package got lost at the warehouse.  
  

  When I asked UniUni for a refund, I was told no, no exceptions, and that I would have to go to the original vendor.  Why?  It wasnt their fault!

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

  

  Business Response

  Date: 29/11/2024

  Dear Ms. ********************* you for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration caused by the inconsistent updates and the delivery issues you experienced.
  We understand how upsetting it can be to receive conflicting information about your packages status. After reviewing your case, we can confirm that a resolution was provided via your support ticket (#*******) on November 26, 2024, at 1:40 PM. This included a letter for submission to your vendor, who will initiate an investigation with UniUni.
  Once the vendor's investigation is complete, they will determine whether a replacement or refund will be processed and will initiate this claim through UniUni. This process aligns with the procedures set forth by our vendor partners to ensure any delivery issues are addressed appropriately.
  We truly appreciate your feedback and deeply regret any inconvenience this has caused. If there are further questions or concerns, please dont hesitate to reach out through your support ticket, and we will assist in any way we can.
  Sincerely,

  UniUni

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22581297
  
  I am rejecting this response because:
  

  At this point, I just want my money refunded   I apparently paid for shipping insurance to cover loss (see attached).  Since UniUni has lost the package, I am due a refund  

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

• Initial Complaint

  Date:20/11/2024

  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 two packages from pop mart that were $28 each. They were supposed to be delivered on November 15th but never arrived. The ******* customer service team told me it was because my apt was missing but my apt was listed in the packing slip from the website. They also said no one was home but I was home all day and did not see anyone through the camera that looked to be delivering anything. Everytime I try to call their customer service team again, they hang up as soon as Im connected to an agent. I am tired of going back and forth with this company and heard all of the horror stories. All I wanted was my packages. The tracking numbers in question:4PX3001414947117CN 4PX3001417693691CN

  

  Business Response

  Date: 27/11/2024

  Dear *****,

  We sincerely apologize for the frustration youve experienced with the delivery of your Pop Mart packages. We understand how important your order is to you, and we deeply regret the inconvenience caused by this situation.
  We have located your support ticket (#*******) and can confirm that our customer service team has been actively engaged with you to address this matter. Both parcels appear to be lost in transit, and our warehouse team is fully aware of the incident. They are working diligently to locate the packages while ensuring all proper procedures are followed.
  We will continue to keep you informed through your support ticket as updates become available. Please rest assured that we are committed to resolving this issue as quickly as possible.
  Thank you for your patience and understanding as we work to make this right.
  Sincerely,
  UniUni

  Customer Answer

  Date: 28/11/2024

   
  Complaint: 22580137
  
  I am rejecting this response because

  I find it highly insulting that you guys lost my packages and are only now getting back to me because I had to contact the Better Business Bureau. I just need to remind you that I have tried multiple times since this report to call your customer service line and your customer service representatives still continue to hang up on people when its their turn in line to talk to somebody. It makes no sense that I was told in the email that my packages were being sent to the warehouse, but then somehow you lost them in that process?? so what will be the resolution if you guys just end up not finding my packages?? I truly and honestly believe that one of your delivery people stole my packages and youre only complying to make it seem like you are still looking for my packages. I really hope that I am wrong and that youll find my packages and deliver it to me properly, but I really do not have any hopes that that will happen. I will continue to remind people that ******* is a horrible delivery service and after reading the other complaints on this company from the Better Business Bureau, I will be sure to do my research when buying from website websites to make sure that they are not using Uni Uni. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 29/11/2024

  Dear *****,

  Thank you for reaching out to share your concerns, and we sincerely apologize for the frustration and disappointment youve experienced with your deliveries.
  We understand how troubling this situation has been for you and regret that your attempts to resolve this matter through our customer service line left you feeling unheard. Please know that this is not the experience we aim to provide, and we take your feedback seriously as we work to improve.
  Regarding your parcels, our team is actively conducting a thorough investigation to locate them. We deeply regret the delays and confusion caused during this process. If we are unable to locate your parcels within the 14-day investigation period, we will follow up with a resolution through your support ticket to ensure this matter is addressed appropriately.
  We understand how important these items are to you, and we remain committed to finding a satisfactory outcome. Please accept our deepest apologies for the challenges youve faced and the inconvenience caused. If there are any additional details you would like to share or questions you have, please dont hesitate to reach out.
  Thank you for your patience and understanding as we work to resolve this matter.
  Sincerely,

  UniUni

• Initial Complaint

  Date:20/11/2024

  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 18 November 2024.UniUni Driver severely damaged my 100M long compacted gravel driveway after delivering a package. CCTV video records the driver's car not fitted with proper tires to travel through snow. The car cannot move on a 2% slope without spinning tires that dug large ruts into the drive all the way to the street. What's more, the driver fled without reporting the damage or leaving a note. I contacted UniUni on this matter, issuing a complaint. Their response is; they (may) talk to the driver's manager so the occurrence doesn't happen again!In the meanwhile I am left with damage requiring heavy equipment to repair. Cost exceeding $1,500!UniUni is responsible for completing the necessary repairs at their cost!

  

  Business Response

  Date: 27/11/2024

  Dear ******,

  We sincerely apologize for the damage to your driveway and for the lack of timely follow-up on your complaint. This is not the level of service we strive to provide, and we deeply regret the frustration and inconvenience this situation has caused.
  We have located your support ticket (#*******) and confirm that your complaint, along with photo proof, was forwarded to the drivers manager. However, we also recognize that the ticket has not been followed up with a resolution, and we sincerely apologize for this oversight.
  To ensure this matter is addressed promptly, we have escalated your case to the Station Manager for immediate follow-up. Additionally, we have instructed our customer support team to contact you through your ticket to request the **** footage and any receipts or estimates for the repair costs. These details will assist in our investigation to determine if UniUni is responsible for the damage, and if so, to take the appropriate steps to resolve this matter.
  Thank you for bringing this to our attention, and we appreciate your patience as we work toward a resolution. Rest assured, we take this concern seriously and will provide updates as we move forward.
  Sincerely,
  UniUni

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22577669
  
  I am withholding my acceptance at this time, pending UniUni following through with their promised internal investigation and review of the evidence and other information I am providing.
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 29/11/2024

  Dear Mr. ********************* you for your continued communication regarding this matter. We acknowledge your decision to withhold acceptance at this time, and we want to assure you that our internal investigation is ongoing.
  We are carefully reviewing the evidence and information you have provided as part of this process. Please know that we are committed to conducting a thorough investigation to address your concerns and reach a resolution.
  We sincerely appreciate your patience and understanding as we work to finalize this matter. Should you have any additional information or questions, please feel free to reach out to us directly.
  Thank you for bringing this to our attention, and we will keep you updated as we proceed.
  Sincerely,

  UniUni

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22577669
  
  I am rejecting this response because I have received the following email from UniUni on 04 December and there has been no attempt by a 'Contractor' to contact me and move forward with settling the repair:

  Hi 250, 
  
  
  We have been informed that our contractor will be connecting with you in regards to this matter. Please let me know if you require any assistance after this point. 
  
  
  Thank you,
  Gloria 
  

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

  

  Business Response

  Date: 22/12/2024

  Dear ******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the lack of follow-up on your case and the frustration this has caused.
  We have escalated your case to the Regional Manager for Canada to ensure it receives immediate attention and resolution. You can expect a follow-up shortly as we work to address this matter promptly.
  We appreciate your patience and understanding as we strive to resolve this issue to your satisfaction. Should you have any additional concerns, please do not hesitate to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 22577669
  
  I am rejecting this response because:

  I believe this is another stall tactic by *******. I do not believe they have a genuine interest to make good on reparations.
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 17/01/2025

  Dear ******,

  Thank you for following up with us regarding the damage caused to your driveway during a delivery on November 18, 2024. We sincerely apologize for the distress and inconvenience this incident has caused.
  Please know that we are actively investigating this matter. As it involves property damage, it is a very sensitive issue that requires thorough review to ensure an accurate and fair resolution. We understand the timeline may be frustrating, and we deeply regret any inconvenience caused by the delay.
  Our team is committed to addressing this matter with the utmost care and accuracy. We will provide an update as soon as our investigation is complete. In the meantime, if you have any additional information or documentation that you believe could assist in our review, please feel free to share it with us.
  We truly appreciate your patience and understanding as we work through this process. If you have any further questions or concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:20/11/2024

  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.

  When delivering my parcel on October 22nd at 9:44 AM, the driver broke my exterior wall lantern (above my mailbox) while attempting to take a picture for proof of delivery. I have security video footage of this incident. On October 24th, I reported this incident by opening a ticket as per this business' complaint process and received an automated confirmation of receipt, but I have not been contacted by anyone for resolution.

  

  Business Response

  Date: 27/11/2024

  Dear ******,

  We deeply apologize for the error that occurred with your ticket. After reviewing your case, we found that your ticket, submitted on October 24th at 8:14 PM, was mistakenly closed by one of our customer service agents. This was an error on our part, and we take full responsibility for this oversight.
  To address your concern, we have immediately reopened your ticket (*******) and provided a response to ensure your case receives the priority attention it deserves. Additionally, your complaint, along with the security video footage, has been forwarded to our Station Manager for immediate follow-up.
  We sincerely regret the inconvenience this has caused you and the delay in resolving your issue. Please rest assured that we are committed to resolving this matter promptly and will provide updates through your ticket as we progress.
  Thank you for bringing this to our attention, and we truly appreciate your patience and understanding as we work to make this right.
  Sincerely,
  UniUni

  Customer Answer

  Date: 27/11/2024

   
  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:19/11/2024

  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 am writing a formal complaint about the handling of my package which has been in the possession of UniUni since September 24th, 2024. Despite numerous contacts and filed tickets, I have yet to receive the package, and the responses I have received from the representatives have been inconsistent, unhelpful, and contradictory. Here is a summary of my experience:Initial Excuses: Over the weeks, I have been told the package could not be delivered due to reasons such as an incorrect address, rescheduling, inability to locate the address, or that it had been returned to the sender.Miscommunication: Most recently, I was informed the package was being returned to the sender, only for your team to "find" it in the warehouse. I was assured it would be delivered within 10 business days. This deadline has long passed.Missed Guarantee: On another call, the representative guaranteed delivery by November 15th, yet this promise was also unmet.Excessive *********** Each time I contact your customer service, I endure hold times exceeding 30 minutes, despite an advertised wait time of 10 minutes or less.The lack of clarity, accountability, and resolution leads me to believe the package has been either stolen or lost. The repeated delays and inconsistent responses give the impression they are waiting for me to abandon the matter. Additionally, when I asked if there was somewhere that I could file a complaint, they responded "no."Requested Action:- I demand an immediate and thorough investigation into the whereabouts of my package.- If the package cannot be delivered within five business days, I require written confirmation of its status and a full explanation for the delays.- Compensation for the inconvenience caused by the significant time and effort spent trying to resolve this issue would also be appropriate.

  

  Business Response

  Date: 24/11/2024

  Dear Gianna,

  Thank you for bringing your concerns to our attention. We deeply regret the frustrating experience youve had with the handling of your package and the numerous challenges encountered while trying to resolve this matter. Please accept our sincerest apologies for the delays, miscommunication, and inconvenience caused during this process.
  We acknowledge that your parcel was in our warehouse for an extended period, which is unacceptable and not reflective of the standards we aim to uphold. Despite the efforts of our customer service team to expedite the second delivery, we fell short of providing you with the clarity and resolution you deserve.
  We are pleased to inform you that, with the intervention of an upper-level manager, the second delivery was successfully completed on November 20, 2024. We have enclosed the Proof of Delivery (POD) pictures for your reference.
  To address the concerns raised in your formal complaint:
  Investigation: While the package has now been delivered, we are conducting an internal review to determine the root cause of the delays and miscommunication you experienced. This includes revisiting the processes at our warehouse and improving coordination with our customer service team to prevent similar situations.
  Communication Standards: We recognize the inconsistency in responses and excessive hold times you experienced when contacting our team. These issues are being addressed with urgency, and additional training is being provided to ensure our representatives can provide clear and accurate information moving forward.
  Please know that we take your feedback seriously and are committed to improving our services to prevent such occurrences in the future. Should you have any additional concerns or require further assistance, please feel free to reply to this email or reopen your ticket.
  Thank you for your patience and for giving us the opportunity to address this situation.
  Sincerely,
  UniUni

• Initial Complaint

  Date:19/11/2024

  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 driver ignored wet paint sign and tape on my front porch and threw packages on it while it was still wet this caused me to have to repaint the porch. I contacted UniUni and emailed the video from my doorbell camera. Not to mention the photo she took showing proof of wet paint sign and packages on it! Crazy. But the company wants me to ask for refund from vendor when the vendor is not responsible and luckily item was not damaged but the paint surface was messed up! I think they owe me $42 (cost of paint/supplies) and having to repaint .

  

  Business Response

  Date: 24/11/2024

  Dear *******,

  Thank you for reaching out and sharing the details of your experience. We understand your frustration regarding the incident with the delivery driver, and we appreciate you bringing this matter to our attention.
  After reviewing your case, we were unable to locate a customer support ticket associated with the email address or tracking number provided. However, we have escalated your complaint to our warehouse team and filed a formal report regarding the driver's actions. You can expect a follow-up regarding this matter by Thursday, November 28.
  We recognize the inconvenience caused by this situation, including the impact on your property.
  We are committed to addressing the driver's conduct internally to prevent similar issues in the future. If there is anything further we can do to assist or clarify, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.
  Sincerely,
  UniUni

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22566825
  
  I am rejecting this response because: my name and email address were used for correspondence with your company. You have my information/ tracking info. But I will provide it again. ( see tracking in picture attached)..This way you will have to give a satisfactory response to this issue.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 28/11/2024

  Dear *******,

  Thank you for bringing this matter to our attention and for sharing the details of your experience. We sincerely apologize for the inconvenience and frustration caused by the delivery incident, as well as the additional effort and expense youve incurred to repaint your porch. This is not the level of care we strive to provide, and we deeply regret the situation.
  We have escalated your concerns to the Station Manager, who has been advised of the issue and is currently reviewing the details, including the video footage and the proof of delivery photo. The Station Manager will follow up within 24 hours to ensure the matter is addressed appropriately.
  Additionally, we will connect with you directly on November 29th to provide an update and discuss the resolution. Please rest assured that we take your feedback seriously and are committed to finding a satisfactory outcome.
  Thank you for bringing this to our attention and for your patience as we work to resolve this matter. Should you have any additional questions or concerns in the meantime, please dont hesitate to reach out.
  Sincerely,

  UniUni

• Initial Complaint

  Date:15/11/2024

  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 a $70+ item on October 14th (Monday) and recieved standard shipping, which was said to take about 7-14 business days. Got confirmation of processing and shipping the next day (Tuesday October 15th). My order was sent from ***** and arrived in *******, through ********, on October 20th. There was no problem with customs that I am aware of. My order was taken from ******** and arrived in *****, ** on October 22nd. The last update on the original carrier's site, and UniUni's site both say "Gateway transit in. *****, **." Which was on October 22nd. I have called, I have submitted support tickets. I called today, and when I gave the support agent the tracking number, they stated that they JUST recieved my package in *****, and that it would be delivered soon. When I asked for confirmation that they meant the Miami warehouse only JUST RECENTLY recieved my package, they said yes. I was looking at the tracking information while on the call, it said UniUni has had my package at their ***** warehouse since October 22nd, so someone is obviously lying. Today is November 15th, a month since I got confirmation, 24 business days since my order was shipped, 18 BUSINESS DAYS since my package arrived in *****, **. I understand there can be complications, but I also understand it is the carrier's job to notify customer's of this. Not ignore them and hang up when they ask where their items are. Especially since UniUni is a carrier for Temu, Shein, and TikTok shops.

  

  Business Response

  Date: 19/11/2024

  Dear Min,

  We sincerely apologize for the frustration and inconvenience this situation has caused. After reviewing your case, weve located your support ticket and confirmed that a resolution was provided. Unfortunately, it appears the parcel was lost between the customs pick-up bay and our UniUni sorting facility.
  We understand how the delays and lack of clear updates have impacted your experience, and we take full accountability for not meeting your expectations. While a resolution has been provided, we deeply regret the inconvenience caused by this issue.
  If you have any additional questions or concerns, please dont hesitate to reach out. We value your feedback and appreciate your patience as we work to improve our service.
  Sincerely,
  UniUni

• Initial Complaint

  Date:15/11/2024

  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 4 necklaces from ***** for my kids as Christmas presents November 6th. November 12th I was told my package was out for delivery and to keep my phone handy. 3:00 pm the same day I received a delivery attempt failed message. Nobody called my phone or rang the doorbell. (Business) The 13th same message it was out for delivery, the next morning a failed delivery attempt message again. Our address is visible on the mailbox and I am the receptionist at the business, so I am by the front door all day. Today I called customer service and the man was talking over me the whole time and not helping me at all. Ive never had this problem when **** is delivering. I will NOT order from ***** again if they use this delivery service again.

  

  Business Response

  Date: 19/11/2024

  Hi ********,
  Thank you for sharing your feedback, and we sincerely apologize for the frustration you experienced with your delivery. We understand how important these items are, especially during the holiday season, and we regret the inconvenience caused by the failed delivery attempts.
  Weve reviewed your case and are pleased to inform you that your second delivery has been successfully booked and will be completed within 5 business days. Since we do not offer a self-pickup option, this was necessary to ensure your package reaches you. To prevent further issues, weve instructed the warehouse to assign your delivery to a more senior driver.
  We apologize for the challenges our previous driver faced in locating your address and for any difficulties you encountered when contacting our customer service team. Your experience does not reflect the high standard of service we aim to provide, and your feedback will help us improve.
  If you have any further questions or concerns, please dont hesitate to reach out. Thank you for your patience as we work to resolve this for you.
  Best regards,
  UniUni