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:15/11/2024

  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.

  Package was lost or stolen. **************** is non-existent - tried calling their number, was on hold for ten minutes, then silence on the line, before being hung up on. Called twice. No response. Emails sent, no response.They also routinely falsify online reviews to inflate their percieved service quality.The package I was expecting was one I was very much looking forward to after a very difficult month, and to have it disappear like this is simply too much.

  

  Business Response

  Date: 19/11/2024

  Dear ****,

  Thank you for sharing your experience, and we sincerely apologize for the frustration and disappointment this situation has caused. After reviewing your case, we can confirm that a resolution was offered today by our team lead.
  We regret the challenges you faced in trying to reach us, as this does not reflect the level of service we strive to provide. Your concerns about the package being lost or stolen are valid, and we understand how deeply upsetting this has been, especially during a difficult time.
  Please know that we are taking steps to ensure your feedback leads to meaningful improvements, including reviewing our customer service processes to prevent similar situations in the future. If you have any further questions or need assistance, dont hesitate to reach outwere here to help.
  Thank you for bringing this to our attention, and we hope to resolve this to your satisfaction.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/11/2024

   
  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.

  However, I strongly recommend using **** for final mile delivery because packages entrusted to them are backed by federal law. This would go a long way towards improving your delivery success rates and eliminate false positives in your system.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:14/11/2024

  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 10/25/24 my 14 yr old daughter made a purchase from **********. The product was shipped via UniUni. We received notification that our package arrived on 11/4/24, but we did not get it. We went to ************************ to track the order and found the proof of delivery picture was not our house. We then learned that SEVERAL people within our community and surrounding communities were having the same problem, packages being delivered by UniUni were never received. We opened a claim with them and they wanted us to provide picture of our door or porch, which I am not comfortable with. Since people in our community were receiving the same pictures as proof of delivery, I feel this company would be using my photo to create a fake proof of delivery for someone else's package. If they need to confirm the house in the delivery picture is not mine, they can ****** my address.Since the item was purchase through another company we reached out to them and they advised we had to file a complaint with the shipping company. We are being asked to provide proof of non-receipt, which is very difficult to do, how do you provide proof of something you did not get.Attached is their proof of delivery and then a picture of my house pulled from ******

  

  Business Response

  Date: 19/11/2024

  Dear ******,

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience and discomfort this situation has caused. We understand your frustration and the valid concerns youve raised.
  Our request for a photo of your home was intended to help us confirm the delivery location quickly, but we recognize that this may have caused discomfort. We truly apologize, as this was never our intention. Your feedback has highlighted an important opportunity for improvement, and we will be addressing this with our operations team to enhance our training for customer service agents. Moving forward, we will prioritize alternative methods, such as utilizing tools like ****** Maps, to verify delivery locations more efficiently and respectfully.
  We have located your ticket and will be responding today with a resolution. Please rest assured that we are fully committed to addressing your concerns and resolving this matter promptly.
  Sincerely,

  UniUni
  
  
  
  
  

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22552367
  
  I am rejecting this response because:

  Please see attached letter I received from UniUni as a resolution to the misdelivery.  They acknowledge their error and provide this letter for me to submit a claim to the merchant for resolution at their discretion. This is not acceptable.  The merchant closed my initial dispute because I was unable to provide sufficient proof of nonreceipt within the required timeframe and since the delivery company provided proof of delivery (although not my house) they closed the dispute as item was delivered as addressed.  I submitted pictures of my house to them as some form of proof that the pictures from the delivery company were not my house.  But they stated that my claim is denied because the seller was already paid because the "tracking" shows the item was delivered to me, so the order was successfully delivered. They advised I contact the "post office" (I believe they mean the delivery company) and request compensation from them.  I replied to the closure notification as soon as I received the letter from UniUni requesting the dispute to be reopened, and provided the letter from UniUni, but I am not receiving any responses to my request.  I am not sure they are going through since the claim file was marked Closed.    I have once again requested the dispute be reopened and supplied UniUni's letter and awaiting some sort of response.

  Due to UniUni's inaccurate tracking and confirmation of delivery, I am unable to receive a refund from merchant.  And looking at the response from UniUni, they are not willing to provide reimbursement.  Since it is their delivery error, I feel they should be the ones to provide reimbursement for the item not received.  I have attached a copy of our order for proof of what we are seeking to be reimbursed along with the merchant's closure of our claim.

  I am seeking reimbursement from UniUni for $20 USD.  Payment can be made by check and mailed to my street address.  That is what I feel is the only acceptable resolution to this matter.

  Sincerely,

  
  ****** ******

  

  Business Response

  Date: 27/11/2024

  Dear Ms. **************** you for providing additional details and documentation regarding your claim. We understand how frustrating this situation has been and sincerely apologize for the inconvenience caused by the loss of your package and the challenges youve faced with the merchant.
  As a one-time exception, we are prepared to reimburse you for the $20 USD for the misdelivered item. However, we have reached out to you via your support ticket to request additional details, including a copy of your receipt as proof of purchase and your preferred method for receiving the refund, such as a ****** account or another secure payment option.
  We acknowledge that this situation has been exacerbated by the vendors lack of cooperation, and we deeply regret the difficulties this has caused. Please rest assured that we aim to resolve this matter promptly and ensure you are compensated appropriately.
  Once again, we apologize for the inconvenience and appreciate your understanding as we work toward a resolution. We will continue to follow up through your support ticket to finalize the details.
  Sincerely,
  UniUni

• Initial Complaint

  Date:14/11/2024

  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.

  I am writing to express my extreme frustration with the repeated failed delivery attempts for my package with UniUni tracking number U000197180194781.Despite confirming the accuracy of the shipping address with the seller, and despite receiving numerous deliveries from various carriers at this address, the package continues to be marked as undeliverable.I have already contacted Uniuni customer support multiple times, but the repeated promise of delivery within 10 days has proven to be unreliable. I have also requested the option to pick up the package from a warehouse location, but this request has been denied.I am deeply concerned that this situation may be indicative of a more serious issue, such as package theft or fraudulent delivery attempts. This concern is further supported by reports from other customers on Reddit and the ************************ am attaching the waybill from the seller and a copy of my recent support ticket for your reference.I urge you to investigate this matter promptly and take immediate action to resolve this issue. I expect a swift resolution, whether it's a redelivery attempt, a change in delivery method, or the provision of a warehouse pickup option.Thank you for your immediate attention to this matter.

  

  Business Response

  Date: 14/11/2024

  Dear ******,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration this situation has caused.
  We are happy to inform you that the second delivery for your package (tracking number U000197180194781) was successfully rebooked today at 12:02 PM. The parcel has been reassigned to a driver and is scheduled for delivery within the next 48 hours.
  After reviewing the issue, we noted that the package had been marked as a Rejected Parcel. This status typically indicates that the driver may have attempted delivery to an incorrect address. We take full accountability for this oversight and are ensuring that the correct address is confirmed for this reattempt.
  Please accept our sincerest apologies for the delay and any inconvenience this may have caused. Rest assured, we are committed to delivering your package promptly and preventing such issues from happening again.
  If you have any further concerns, please dont hesitate to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 17/11/2024

   
  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:08/11/2024

  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.

  My three parcels were delivered by ******* to different addresses in ON,AB and **. The parcels have my name and phone number but wrong addresses.I live in *******, **. I called and emailed asking Uniuni to pick up my parcels in ON and AB, then sending back them to me. People received the parcels called me asking me to pick up them as my phone number is on the packages.Uni refused to check the reason and insisted the information is correct and refused to reallocate my parcels.I need uni to send them back to me.

  

  Business Response

  Date: 10/11/2024

  Hello ********,
  Thank you for reaching out, and we understand the frustration caused by the incorrect delivery addresses for your parcels. After reviewing your support ticket, we wanted to provide further details on each parcel and how to proceed in resolving this issue.
  While UniUni does have the ability to modify addresses when necessary, our system shows no record or timestamp of any address corrections being made for your parcels. This confirms that the addresses were provided directly by the vendor and were not altered by UniUni. Heres the status of each parcel:
  *************************: The address provided to us was for a location in *******, **. Weve included a screenshot in your support ticket showing the address as received from the vendor.
  *************************: This parcel was labeled with an address in *******, also provided by the vendor. A screenshot of this address is available in your support ticket.
  For these parcels, we recommend following up directly with the vendor to discuss options for a refund or replacement, as they will be able to assist you further.
  Parcel JY24B640U539167735: This parcel has your updated address in *******, **, and is currently enroute to ****** for delivery. Well ensure it is processed accurately for delivery to your correct address.
  We apologize for any inconvenience and appreciate your understanding as we work with you to resolve this matter.
  Best regards,
  UniUni 

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22531651
  
  I am rejecting this response because the lady (Ms. ***** received my package in ******* is waiting for UniUni to pick up the unexpected package. 

  Since the package has my name and cell phone number. Ms. **** has contacted me.

  She has reported it to Uni and sent me the screenshot of the report as attached. I am here to request UniUni to contact Ms. **** to get the package and send it to my address: ***************************************

  Also, I have contacted the vendor when I found out the package was delivered to wrong address. The vendor confirmed did not change my address and doubt Uni's computer system input has some issues. 

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

  

  Business Response

  Date: 27/11/2024

  Dear Ms. ************* you for bringing this matter to our attention. We sincerely regret the inconvenience caused by your parcel being delivered to the incorrect address. We understand how frustrating this situation must be and appreciate the efforts made by Ms. **** to contact you regarding the package.
  After reviewing the case, we have confirmed that the parcels were delivered according to the shipping addresses provided to us by the vendor via the first-mile carrier. UniUni does not alter or label parcels; we rely entirely on the shipping information provided. While we recognize that the vendor has suggested otherwise, we recommend that they investigate further upstream in the logistics chain to identify where the address discrepancy occurred.
  Unfortunately, we are unable to retrieve the parcel directly. We kindly suggest coordinating with Ms. **** to arrange for the parcel to be forwarded to your address. Additionally, we recommend contacting your vendor to seek compensation or reimbursement for any shipping costs incurred during this process.
  We sincerely apologize for the frustration caused and appreciate your understanding. If there is anything further we can clarify, please do not hesitate to reach out.
  Sincerely,
  UniUni

• Initial Complaint

  Date:08/11/2024

  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.

  Multiple orders that were supposed to be delivered by uni uni were not delivered. I keep getting messages saying they attempted to deliver but they couldn't. The reason they couldn't is because the drivers can't get on a military base. You must have a proper military issued ID card to get on a military base. ****** drivers have it and ******* drivers have it but uni uni drivers do not. When I order a product I don't get a choice of who delivers it. Uni uni should not be accepting packages that they cannot deliver because they don't have proper ID to get on the military base. I'm receiving packages in one of the largest military faces on the east coast and yet these drivers don't have an ID to get on the base. That means I would probably thousands of people on this basement don't get many of their deliveries. If a company cannot deliver and they shouldn't accept the parcel for delivery.

  

  Business Response

  Date: 10/11/2024

  Hello *****,
  Thank you for reaching out, and we apologize for the inconvenience you've experienced with your deliveries. We understand the frustration of having parcels that cant be delivered directly due to restricted access to a military base.
  As the last-mile carrier, we dont have control over which parcels we deliverthese are assigned to us directly by the vendor. Unfortunately, this means were unable to make exceptions for specific delivery requirements, such as access to a military base.
  To help ensure successful deliveries in the future, we recommend requesting **** as the delivery option when placing your order. The vendor may be able to accommodate this request, as **** drivers have the necessary identification to access restricted areas.
  We apologize for the inconvenience and appreciate your understanding. Please let us know if theres anything further we can assist with.
  Best regards,
  UniUni 

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22528723
  
  I am rejecting this response because:

  I have no way of choosing the delivery from the sellers. They tell me after they ship. At that point I can't stop it. But what this last mile shipper can do is get an ID card from the military base that allows them to get on and deliver. They refuse to do that and so a customer has no choice but to wait for them to attempt to deliver three times and then for the product to go back to ****** or another shipper and then ask for a refund. In the meantime the credit card has been charged and the seller still paid for the shipping that didn't happen and me the customer still doesn't have their product. The only solution would be for this last mile shipper to get the proper identification to be allowed onto the base to deliver. 

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

  

  Business Response

  Date: 19/11/2024

  Dear *****,

  Thank you for sharing your concerns, *****, and we sincerely apologize for the frustration this situation has caused. We understand how difficult it can be when deliveries to restricted locations, such as a military base, create challenges.
  Weve forwarded your suggestion about obtaining proper identification for base access to our Operations Team for review. While we cannot guarantee immediate changes to this process, your feedback is invaluable in helping us explore long-term improvements.
  In the meantime, we are required to address this issue within the 30-day window from when the parcel was returned to our warehouse. To help resolve this quickly, we kindly ask if you can provide an alternate address, such as a friend, family member, or business within your area, where the parcel can be delivered. This will ensure your package reaches you without further delays.
  Thank you for your understanding and for bringing this matter to our attention. Were committed to finding the best solution for you.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/11/2024

   
  Complaint: 22528723
  
  I am rejecting this response because:

  As a military member stationed on a base as temporary duty, I do not have friends and family members that I can have accept a package for me. I have given you multiple choices. And Amazon locker which is on the base, the *** building which accepts packages or deliver it directly to the ** park on base and deliver it to my motorhome. You haven't been able to do any of that. There are reports all over the internet complaining about your delivery so it isn't just me. And many of the drivers who deliver for you and for ****** your partner are saying that they just won't even go to the gate anymore. They just lie and say they missed us or the address is wrong. They've actually started a petition to block any military member on a military base from ordering from ******. So you have a lot of things to work on.

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

  

  Business Response

  Date: 27/11/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely regret the challenges youve faced with your delivery, and we apologize for the inconvenience caused by our inability to fulfill deliveries to military bases.
  Unfortunately, due to restricted access, deliveries to military bases can be difficult for our drivers to complete. We understand that this creates significant frustration for customers like yourself, especially in situations where alternative options, such as Amazon lockers or specific base locations, have not been utilized. Please accept our apologies for not meeting your expectations in this instance.
  We appreciate your suggestions and will take them into consideration as we work to improve our service. However, as we are unable to deliver to your location, we invite you to wait until the parcel is returned to the vendors warehouse. This process typically takes up to ************************************************************************************ pursue a refund directly from the vendor.
  We value your feedback regarding our service and the reports youve mentioned. We are committed to identifying areas for improvement and taking steps to address these issues.
  Sincerely,
  UniUni Customer Experience Team

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22528723
  
  I am rejecting this response because:

  I gave you three different addresses on the base. One wasn't Amazon locker. If you can't deliver on the base or to an Amazon locker on the base then you need to not take those routes. Take those routes, you take your pay, and you don't deliver our packages. There's some kind of fraud involved there. They're a complaints about you all across the *************. You get the worst reviews of any delivery company in the *************. There is no way for us to check off a block saying don't use your delivery service. All we can do is order and hope for the best. So I for one I'm not going to order ever again from any company that uses your service and eventually you'll stop getting business.

  Many of your drivers as well as the Amazon flex drivers are writing that they just won't bother to deliver to military bases or if the deliveries or what they deemed too far away. There's only two reasons that these drivers won't stop at the guard shack and get an ID that is good for a year and that is they are either lazy or they are felons.

  Shame on any company that will not service our military and veterans.

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

  

  Business Response

  Date: 29/11/2024

  Dear Ms. *************** you for reaching out and sharing your concerns. We sincerely apologize for the frustration and disappointment caused by our inability to deliver your parcel to the addresses provided on the base.
  We understand how important it is to ensure reliable delivery for all customers, including those on military bases. Unfortunately, due to access restrictions, our drivers are unable to enter military bases or deliver to certain locations such as Amazon lockers within restricted areas. This limitation is beyond our control and one we deeply regret.
  Since we are unable to fulfill this delivery, your parcel will be returned to the vendor. The vendor will then reroute the shipment using an alternate carrier to ensure it reaches you successfully. We encourage you to follow up directly with the vendor for updates on the reshipment process.
  We deeply regret any inconvenience this has caused and appreciate your understanding as we work within the limitations of our delivery network. Thank you for taking the time to share your feedback with us.
  Sincerely,

  UniUni

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 22528723
  
  I am rejecting this response because:

  You keep accepting packages which you know you won't deliver. There is an Amazon locker on ********************** station and you refuse to deliver an ****** package to it. Over and over and over. You need to be shut down.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/11/2024

  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 from Temu last Oct. 15 with reference number JY24AG10U446038396 and as per Uni update the parcel needs to re-route on the right warehouse since they sent it to BC instead here in **. Last update was Oct. 26. I called their customer service and used chatbot multiple times but until now there is no update where my package is. They keep on telling me it is in their warehouse. I asked them when they can deliver the package but their respond are all the same, that they will email to tell me when they can deliver it but I dont receive any email from them right until now.

  

  Business Response

  Date: 10/11/2024

  Hello ****,
  Thank you for reaching out and bringing this to our attention. We apologize for the extended delay and any frustration it has caused.
  Upon review, we found that your parcel with reference number JY24AG10U446038396 was initially routed to the incorrect warehouse in **************** rather than ************. This routing error resulted in a longer delay than anticipated. The parcel was logged as WRONG_ROUTE_PARCEL on October 26, 2024, at 8:45 AM and reached the correct warehouse on November 7, 2024, at 11:50 AM. We are pleased to confirm that it was successfully delivered on November 8, 2024, at 12:35 PM.
  We understand how important timely updates are, and were sorry for any inconvenience caused by this misrouting and the delay in communication. Thank you for your patience as we worked to resolve this, and please let us know if theres anything further we can assist you with.
  Best regards,
  UniUni 

• Initial Complaint

  Date:07/11/2024

  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.

  This was not delivered to my house. My house doesnt look like that nor is there one in my neighborhood. There is no picture of the house number. This is the second one from uniuni.

  

  Business Response

  Date: 10/11/2024

  Hello *******,
  We sincerely apologize for the incorrect delivery of your parcel and for any frustration this has caused, especially as this isnt the first time youve encountered an issue with our service.
  A dedicated member of our customer service team will reach out to you on Tuesday, November 12, 2024, to provide a resolution. As Monday is a holiday in observance of Veterans Day, we appreciate your patience while we work to address this matter thoroughly.
  Thank you for bringing this to our attention.
  Best regards,
  UniUni 

• Initial Complaint

  Date:06/11/2024

  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.

  The delivery driver opened my package and stole the contents, then delivered me an empty envelope. You can see that the package was already opened and empty in the "proof of delivery" pictures provided by the company, yet they are denying that their driver stole the contents.

  

  Business Response

  Date: 10/11/2024

  Hello ****,
  Thank you for reaching out and sharing your concerns. We understand how troubling it must be to receive an empty package and see that it appeared opened in the proof of delivery photos. We apologize for any frustration caused by our request for additional information, including any available video surveillance. This is a standard procedure that our customer service team follows to ensure a thorough investigation.
  Please rest assured that we take your complaint seriously. We have forwarded your concerns and the photos you provided to our Station Manager for immediate review. Our goal is to fully investigate this incident and take the appropriate actions as necessary.
  Thank you for bringing this to our attention, and please dont hesitate to reach out if theres anything further we can assist you with.
  Best regards,
  UniUni

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22518694
  
  I do not have any further documentation to provide as the building does not have security cameras. So there is no footage that can be provided. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 24/11/2024

  Dear ****,

  Thank you for reaching out to us and sharing your concerns regarding your recent delivery experience. We understand how upsetting this situation must be and want to assure you that we have thoroughly reviewed the details of your case.
  We reviewed the Proof of Delivery photos and other available information. While the images show the state of the package at the time of delivery, we are unable to verify or determine the condition of the contents prior to delivery. As such, we cannot conclusively establish that the issue occurred during the delivery process.
  We deeply regret any inconvenience or distress this matter has caused. If you believe the issue requires further investigation, we encourage you to contact the seller or vendor, as they may be able to provide additional support or resolution regarding the contents of the package.
  If theres anything further we can assist you with, please do not hesitate to reach out by responding to this email or reopening your ticket.
  Thank you for bringing this matter to our attention and for your understanding as we work to resolve customer concerns to the best of our ability.
  Sincerely,
  UniUni

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22518694
  
  I am rejecting this response because it is very clear in the proof of delivery pictures that the UniUni driver took, the envelope is empty. This is proof that the contents were stolen either by the delivery driver or by another UniUni employee. I don't understand how there is any question about this, as it is very clearly a black and white issue.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 29/11/2024

  Dear Mr. ****************** you for your patience as we continue to review your concerns regarding the contents of your delivery. We sincerely apologize for the delay in resolving this matter and understand your frustration.
  To proceed with processing your refund, we are reaching out today to request your payment details and a copy of your receipt. This information will allow us to finalize the resolution promptly.
  We recognize the seriousness of your concern regarding the proof of delivery photos, and we deeply regret any inconvenience caused by this situation. Please know that we are committed to addressing this issue thoroughly and ensuring a satisfactory resolution.
  Thank you for your understanding and cooperation. We look forward to hearing from you so we can complete the refund process.
  Sincerely,

  UniUni

  Customer Answer

  Date: 04/12/2024

   
  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 have received a refund from the company for the value of the goods that were stolen.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/11/2024

  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.

  Ordered a ton of clothing and shoes from Temu.UniUni the courier delivered package to wrong house per photo they sent **** want UniUni to track down each house they delivered to yesterday to catch the criminal. Its quite obvious by the photo that the house is a fake picture by writing a number on the front door which is my address.They trying to be clever.I am getting a replacement from Temu and all I want is the felon to be caught stealing from who knows how many others. The order was delivered yesterday 11/4/2024 at 3:45pm once again not my house and Ive lived here for 20 years.

  

  Business Response

  Date: 10/11/2024

  Dear *****,

  Thank you for reaching out and letting us know about this issue. Were pleased to hear that Temu has arranged a replacement for your parcel.
  Please rest assured that we are taking this matter very seriously. We have shared your complaint with our Drivers Manager, who will be conducting a thorough investigation into the delivery, including a detailed review of the proof of delivery photos. Our goal is to ensure that all policies and procedures were strictly followed by the driver. While its possible that the homeowner may have labeled their own property, we are committed to verifying every detail to ensure accuracy and accountability on our part.
  Your feedback is invaluable in helping us improve, and we appreciate the opportunity to address this issue. Thank you for bringing it to our attention, and please feel free to reach out if theres anything more we can assist you with.
  Best regards,

  UniUni

  Customer Answer

  Date: 14/11/2024

   
  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:06/11/2024

  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.

  This company wrongfully delivered my package. Since then Ive been having to continuously call them and write emails to them about a refund and no response. And when they do happen to respond, they say something like Well look into this so a refund can be processed and nothing ever happens. The last time I reached out to them they said a refund would be processed and that was about 2 months ago and I still didnt receive my money back. Also I have an updated payment method I would like the refund to go towards.

  

  Business Response

  Date: 10/11/2024

  Hello ******,
  Thank you for reaching out, and we apologize for the frustration and inconvenience youve experienced in trying to resolve this matter. We understand how important this refund is to you, and we regret the delays and lack of clear communication regarding your request.
  After reviewing your support ticket (*******), we were unable to locate any previous discussion specifically confirming a refund. However, please rest assured that a member of our customer service team will be prioritizing this issue and will reach out to you within the next 48 hours with a resolution. Due to the Veterans Day holiday, you can expect to hear from an agent by the close of business on November 12, 2024.
  We appreciate your patience and understanding as we work to address this matter, and we look forward to resolving this for you promptly. Please feel free to reach out with any additional questions in the meantime.
  Best regards,
  UniUni