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:05/11/2024

  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.

  All around bad experience with UniUni. PLEASE PLEASE PLEASE avoid buying from any company that uses this service. Tracking # shows package was returned to warehouse due to a wrong address. I contacted UniUni 4 times. The first time I asked for address they had on file, it was correct! They said they would make another attempt to deliver. Nothing happened for 7 days, no updates, etc., so I contacted them via chat to update address again. Auto response said I'd hear back from someone in 3 days. Never heard a word. I called customer service again. I asked if I could pick up the package but was told no. The representative sent me an email to reply to so I could update address which I did. The email advised they would attempt to deliver. Today, 8 days later, the tracking status shows "return to sender warehouse"??? Called customer service again to find out what happened. They advised me the package was returned to sender, no 2nd attempt was ever made by them. I have no further options at this point.

  

  Business Response

  Date: 10/11/2024

  Dear *****,

  We sincerely apologize for the poor experience you encountered with our service. Its clear that we fell short in meeting your expectations, and we regret the frustration caused by the lack of timely updates and follow-through on your delivery.
  We understand that, despite verifying your address and requesting a second delivery attempt, your parcel was returned to the sender without further action. We recognize how disappointing this must have been, especially after multiple attempts on your part to resolve the issue.
  Please know that we are actively investigating with both our customer service and warehouse teams to understand why these missteps occurred. We are committed to identifying any process gaps and making necessary improvements to prevent this situation from happening again.
  Your feedback is invaluable in helping us improve our service, and we appreciate you bringing this matter to our attention. Were dedicated to restoring your trust in UniUni and ensuring a higher standard of service for all our customers.
  Thank you again for your patience and understanding.

  UniUni

• Initial Complaint

  Date:05/11/2024

  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 to file a formal complaint against Uniuni concerning the handling of my package (tracking number: JY24AB40U539223***)According to Uniunis tracking information, my package was received at their ***************** on October 27th. Today, November 5th, there has been no update, and the package has not been scheduled for delivery.This delay is unacceptable, particularly as my order was for air shipping, with an expectation of expedited delivery. Uniunis advertised promise was for rapid delivery, but they have failed to uphold this commitment. I have called their customer service five times, yet no representative has provided a resolution.This lack of service and transparency is misleading to consumers, as Uniuni has neither fulfilled their promised delivery timeline nor provided any further assistance. I believe they are in violation of their service commitments and may be infringing on consumer rights by withholding my property without justification.I would appreciate your assistance in investigating this matter and ensuring Uniuni takes the necessary steps to rectify this situation.

  Customer Answer

  Date: 05/11/2024

  last name Gu

  

  Business Response

  Date: 10/11/2024

  Hello Aria,
  Thank you for bringing this to our attention. We understand the frustration caused by the delay and lack of updates on your parcel, especially considering the expectations set with air shipping.
  Upon review, it appears that your package was unfortunately lost between the customs pick-up bay and our UniUni sorting facility. When it was picked up on October 27th, we allowed time for the parcel to reach the warehouse; however, it has not arrived, and as such, we are proceeding with a claim to classify this parcel as lost.
  We are currently processing a resolution for you under support ticket #*******. Please note that we have corrected a typo in your email address, which may have contributed to previous communication delays. An agent will be in touch with you by the end of the business day on November 12th, accounting for the Remembrance Day holiday.
  We apologize for not meeting your expectations and for any inconvenience this has caused. Thank you for your patience as we work to provide a resolution.
  Best regards,
  UniUni 

• Initial Complaint

  Date:04/11/2024

  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 had ordered a packed that has been stuck at their warehouse as Undeliverable since the 27th. Over the course of 2 days I reached out to see what the problem is. They could not provide me any more information other than they could not deliver. I requested a new address as they said there was no problems with updating. After they processed it for another day, they told me I would have to wait an additional 10 business days for it to process and update in their warehouse before they could redeliver. Not once was I notified of this information until after I sent them the update. I asked for a supervisor or someone who could help me with my problem but they gave me a generic response saying it would be delivered within the next two days. More failed attempts later, even with an updated address (both are active addresses) they are now shipping my package back to the seller as I am "undeliverable". My phone number on the order was also put in wrong by them and when I sent the updates, I had sent an update number to which they did not call once to resolve the issue. No drivers had ever reached out. This is some of the worst customer service I have ever seen.

  

  Business Response

  Date: 05/11/2024

  Dear *******,

  Thank you for reaching out, and we sincerely apologize for the inconvenience and frustration youve experienced with the delivery of your parcel. We understand how upsetting it is when updates are unclear and issues remain unresolved despite your best efforts to provide updated information.
  After reviewing your case, we can see that this delivery has encountered several challenges. We have escalated the matter to the Warehouse Supervisor, and your parcel will be assigned to a senior driver to ensure redelivery is attempted as soon as possible. You can expect to receive your package by Friday, November 8.
  We deeply regret the delays and miscommunication and are working diligently to prevent any further issues. If you have any additional questions or need further assistance, please feel free to contact ****** here to help.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/11/2024

  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 got a text. He said he's a courier and asked my address. I asked what courier he was . No response. I then got a message from uniuni, that it will deliver the next day. No delivery. No tracking info. I don't know where it is, or when I'll get it.

  

  Business Response

  Date: 05/11/2024

  Dear Merry,

  Thank you for bringing this to our attention. We sincerely apologize for the confusion surrounding your delivery.
  Were happy to confirm that your parcel has been rebooked for second delivery as of November 4th. You can expect to receive your package by the weekend. We understand how frustrating it is to not have clear tracking information, and we will be closely monitoring your parcel to ensure it reaches you on time.
  If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your patience and understanding as we work to deliver your package as quickly as possible.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/11/2024

  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.

  My package was supposed to be an express delivery. I received an email stating my package was out for delivery at 7:24am on 10/31. No further updates on tracking until I received an email at 8:27pm on 10/31 stating the delivery was missed. No explanation. Email states to fill out a help ticket. I look the next morning and see that my package was returned to the warehouse and was sitting in the ***** not even 24 hours after the attempted delivery. I fill out a help ticket, contact them directly and both times I'm told my package will take 10 business days. The policy they have on their website for failed deliveries, states, "driver will automatically reattempt delivery within ***** hours, so you don't need to take any actions." I call customer service to find out why my package will take 10 business days then. Employee says she likes to be honest with customers and informs me that just because I submitted the corrected address, it still takes the higher *** at least 24 hours to approve the changes. Meaning, my package would be outside the 48 hour window. I ask to speak to a manager about getting my package out of the *** in *********, **. She states that managers take at least 24 hours to reach out to customers with complaints. My driver never followed the "attempt to redeliver" portion of their policy and just put my package right into the warehouse. The driver needs to follow his companies policy! **************** was rude the first time, and couldn't answer my questions the time after. The driver had my contact info attached to the address and should have called me. There's also the front office AND a parcel locker that the package could have gone in. If they really wanted to do their job and get rid of that package there were two additional options besides just my front door. I was excited about my items, and this whole experience *****. I no longer want the items because they were supposed to be for an event, that will have passed by the 10 business days.

  Customer Answer

  Date: 04/11/2024

  The Company I ordered the product from is called Loops, they sell Earplugs designed for experiences, work environments, anxiety, etc. I reached out to Loops the same time I reached out to UniUni and was informed that due to their company policy, they cannot reach out to the distributor or contact them on my behalf." I asked for a full refund and requested the return of their product to them. Was told I could get a refund of just the shipping cost, and that I could try this experience again. Meaning they'd resend my order through the same carrier I just had an issue with. I just either want my money back, or my package and it seems nearly impossible to get either right now. I've attached the emails with *******************

  

  Business Response

  Date: 19/11/2024

  Dear Sierra,

  Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience caused by this situation. Your package was returned to the vendor due to a missing unit number, and while our policy is to reattempt delivery within ***** hours, we clearly fell short in following through and communicating effectively.
  We understand how disappointing this must have been, especially given the importance of your items and the event timing. This experience does not reflect the level of service we strive to provide, and we are taking immediate steps to address these shortcomings with our team.
  We recommend reaching out to the vendor to reorder or request a refund, and were here to assist with any additional support you may need. Your feedback is valuable as we work to improve our processes.
  Thank you for your patience, and we hope to serve you better in the future.
  Sincerely,
  UniUni

  Customer Answer

  Date: 20/11/2024

   
  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.
  
  *************************

  Only because I'm tired of dealing with them. I ended up going through ****************** for the full refund of my purchase and will wash my hands of both companies. 

• Initial Complaint

  Date:04/11/2024

  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 Oct. 29, 2024, UniUni stole a package from me. They attempted to deliver at 10am while I was at school, but I couldnt answer my phone to buzz them in because I was taking a test. They promised that their company policy is to attempt redelivery within 48 hours. They never attempted to deliver the package again. I phoned them and they ignored mt calls and emails, and the few times I got through I was told that they cannot locate my package because its in the drivers possession, not the company's possession. They refused to let me pick it up from a location in person. They basically told me that they are keeping my package that I paid for and there is nothing I can do about it. They refuse to make the situation right or deliver me the package I have already paid for - this is theft; and it is illegal. UniUni is stealing from customers and their rude customer service tells you to go away when you ask for the items you have paid for. This company is a scam that steals and tries to get away with it.

  

  Business Response

  Date: 05/11/2024

  Dear Chiara,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and confusion regarding your parcel delivery.
  After reviewing your case, we are pleased to inform you that your parcel was rebooked for second delivery on November 4th and will be delivered within the next 24 hours. Unfortunately, the warehouse where your parcel is being held does not offer a pick-up option, and we apologize for any inconvenience this may have caused.
  We understand how frustrating this situation has been, and we regret any miscommunication along the way. Please rest assured that your package is now out for delivery, and we are closely monitoring it to ensure it reaches you as soon as possible.
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/11/2024

  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 order came in 2 parcels to UniUni on September 27, 2024. Both were to be delivered to the same address. One was delivered on September 30, 2024 successfully by UniUni without any issues and the other with tracking number uus49k0560469802672 mysteriously had a failed delivery attempt on September 28, 2024. Since that time I have sent numerous emails and made several phone calls in an effort to get my parcel. On October 3, 2024., I received an email from UniUni after logging my request for a second delivery which read We have successfully booked your second delivery. You can expect to receive your package within 7 business days. On October 23, 2024 after not hearing anything from UniUni I sent another email for an update and they responded on October 25, 2024 saying We understand the importance of your concerns and have escalated your case to our supervisor for further review. Additionally, our team lead has been fully briefed to ensure a thorough understanding of the matter. You can expect a response via email within the next 24 hours. No one made contact. I sent another email on October 29, ********************************************************************************************************************** within 1-3 business days. No one has made contact with me. I need my parcel and I really need your help to get it. Please help me. Thanks

  

  Business Response

  Date: 05/11/2024

  Dear *****,

  Thank you for your patience, and we sincerely apologize for the delays and miscommunication regarding your parcel. After reviewing your case, weve located your support ticket ******* and can confirm that your parcel was returned to the vendors warehouse on October 30, 2024.
  We regret the oversight that led to your second delivery not being booked as intended. Weve shared your complaint, along with the escalations made by our customer support team, with the Station Manager to prevent similar issues in the future.
  At this point, we recommend reaching out to your vendor directly, as they will be able to assist you with next steps and any options for redelivery or further support.
  We deeply regret the inconvenience this has caused and appreciate your understanding. Please let us know if you have further questions or if theres anything else we can assist with.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22500093
  
  I am rejecting this response because:

   I have been sending emails and calling UniUni for over a month ( from the time my package got to them) and all this time they lied about a second delivery. They returned my package to the sender after having it sitting in their warehouse in ********** for over a month. They didnt even give me the option to collect it from them or send an email to advise of this decision (to return my package) and have the audacity to be saying that the confirmed second delivery ( that never happened) was an oversight. This company needs to shut down and never allowed to do deliveries. 
  Because of UniUni I have lost my package and all the money I paid for my items and delivery. 
  Sincerely,
  ***** ********

  

  Business Response

  Date: 10/11/2024

  Hello *****,
  We are truly sorry for the experience youve had with us and for failing to meet your expectations regarding the delivery of your parcel. We understand how frustrating it must have been to reach out repeatedly only to experience delays, miscommunication, and ultimately the return of your package. This is not the level of service we strive to provide, and we regret the inconvenience and disappointment this situation has caused you.
  After a thorough review of your case, we confirm that your parcel has been returned to the vendors warehouse due to the missed second delivery attempt. While we initially scheduled the redelivery, we recognize that it was not fulfilled as promised, and for this, we take full accountability. We also apologize for not keeping you updated on the status of your parcel, which would have helped clarify next steps sooner.
  At this point, we encourage you to contact your vendor directly, as they will be able to assist you with either a replacement or a refund, given that the parcel has been returned to their warehouse.
  Thank you for sharing your feedback with us, and please know that we are using this as a learning experience to improve our processes and prevent similar issues in the future. If theres anything further we can do to assist you, please let us know.
  Sincerely,
  UniUni

• Initial Complaint

  Date:31/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a purchase shipping from overseas that listed Uniuni as its last mile shipping. When checking on the status of the delivery it showed it was out for delivery. Later that day, tracking was showing it Failed delivery attempt, returning to the warehouse. (Wrong Contact Info) and so I looked for a way to verify the address they were provided. I did not find a way to verify or correct it, and so I created a help ticket to make ensure they have the correct address. It was Monday that this the failed delivery occurred and it is now Thursday. The tracking status never changed from Failed delivery attempt, returning to the warehouse. (Wrong Contact Info). I called the service number yesterday where the person on the other end told me to make another ticket and when I informed them there was already a ticket they hung up on me. At this point I would either like my package or a refund for my purchase.

  

  Business Response

  Date: 05/11/2024

  Dear ****,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the confusion and frustration youve experienced with the delivery process, as well as for the challenges in getting assistance through our support channels.
  Upon reviewing your case, we can confirm that your parcel was successfully delivered on November 1, 2024, at 12:52 PM to *************************************************. We understand the inconvenience youve faced, especially with the "Failed delivery attempt" status and the difficulty in verifying your address.
  We regret any miscommunication and delays you encountered, and we are committed to improving our processes to prevent similar issues in the future.
  If theres anything further we can assist you with or if you have any additional concerns, please dont hesitate to reach out. We appreciate your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:30/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was stating delivered, but there was no package received. Additionally, was saying left at the side door, which we dont have a side door. But we have a camera at the front door. And we watched the video when the delivery guy in that company came to our address and with EMPTY hands went to the package, which was already at the front door. The only thing he did was to take a picture of the package which was already there at the front door WITHOUT DELIVERING anything. It was very smooth! We have it recorded in a video and we have a prove of his actions as well as his face! So when I contacted the store I ordered the item from they told me, but we have a delivery confirmation and a picture to prove the package has been delivered! I did send them the pictures of that guy and what he did and probably he will do it again!A thief!

  Customer Answer

  Date: 30/10/2024

  I would like to receive my package, which I did not receive. Otherwise I dont want to hear from that company anymore! 
  I am ready to provide the video, which is large file, where you can see the delivery guy only taking a picture if the package, which is already there!
  As a prove you can see a picture when the delivery guy arrives at the property and the package is already there!

  

  Business Response

  Date: 05/11/2024

  Dear Vesela,

  Thank you for bringing this matter to our attention. We sincerely apologize for the distress and frustration this situation has caused.
  To assist you further, we kindly request that you provide the tracking number associated with your delivery. Unfortunately, we were unable to locate any support ticket in our system using your email, name, or phone number. Once we have the tracking number, we will be able to investigate this matter thoroughly and work toward a resolution.
  We understand the seriousness of your concerns and appreciate the additional information youve provided. Rest assured, we will take appropriate steps to address this once we receive the required details.
  Thank you for your understanding, and we look forward to resolving this for you as quickly as possible.
  Best regards,

  UniUni

  Customer Answer

  Date: 08/11/2024

   
  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. The tracking number regarding the complaint is UUS4AL0568547557376

  
  Sincerely,
  
  Vesela Zarankova *****

• Initial Complaint

  Date:30/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has failed to deliver my items and have continued to give me ridiculous excuses and nonsense on why they cannot deliver efficiently. Now they are going to take 30 days to deliver something because they are obviously unable to conduct good business

  

  Business Response

  Date: 05/11/2024

  Dear *******,

  Thank you for sharing your feedback with us. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process.
  We are happy to confirm that your parcel was delivered on November 3, 2024, at 14:08 to ***********************************. We understand how the delays may have impacted you, and we regret any inconvenience caused during the wait. Please know that we are continually working to improve our delivery processes to provide a better experience for all our customers.
  If there is anything further we can assist you with, please do not hesitate to reach out. We truly appreciate your patience and understanding.
  Best regards,

  UniUni