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:29/10/2024

  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.

  On October 25th, UniUni attempted to deliver my package but was unable to access the building so the delivery attempt was marked as failed. I opened a support ticket the same day with my phone number so that I could buzz the courier into the building. However, on October 27th, when redelivering the package, the driver left the package on a public sidewalk where it was promptly stolen. If the driver wasn't able to contact me, they should have taken the package back to a secure location rather than leaving it in a conspicuous place where someone was obviously going to take it.

  Customer Answer

  Date: 29/10/2024

  Thank you for your response. I will attempt to resolve with the merchant. My complaint through the BBB can be closed.

  

  Business Response

  Date: 05/11/2024

  Dear ****,

  Thank you for sharing your experience with us. We sincerely apologize for the frustration and disappointment caused by the driver leaving your parcel outside the building instead of ensuring it was placed in a secure location.
  Weve located your support ticket, and a resolution was provided on October 31, 2024, at 3:00 PM. Should you need any further assistance or have additional concerns, you are welcome to reply to the email to reopen your case, and we will ensure it is addressed promptly.
  We deeply regret the inconvenience this has caused and appreciate your understanding as we continue to improve our service and delivery practices.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/11/2024

   
  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:28/10/2024

  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.

  Order from Temu.There are tracking said that my order was out for delivery the other day on the 24th. I was here all day no one tried to make delivery. They're tracking then said that there was a delivery fail attempt. It's been two days and they haven't redelivered my package. I have tried to call the ***** number for their business and it is constantly busy with a busy signal. If it does ring it rings forever and no one picks up. I have tried calling a different times of the day And I think this is a fake business. Deliveries from them before which is regular people in their cars coming here at 10:00 p.m. at night to drop off the package.Temu will not help me

  

  Business Response

  Date: 05/11/2024

  Dear ****,

  Thank you for reaching out, and we sincerely apologize for the frustration you've experienced regarding your recent delivery. We understand how concerning this situation is, especially given your previous attempts to contact us and the issues youve faced.
  Upon reviewing the details of your order from Temu, we can confirm that your parcel was successfully delivered on October 26, 2024, at *********************************************************************** For your convenience, weve included the Proof of Delivery (POD) photos with this email to verify the delivery.
  We understand your concerns about the delivery process and the late-hour deliveries. While our drivers work to complete all deliveries as scheduled, we will share your feedback with our team to ensure that we continue improving the customer experience.
  If you have any further questions or if theres anything else we can assist you with, please feel free to reply to this message.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:25/10/2024

  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.

  Uni Uni "delivered" a package and then stole it. We were waiting the entire day for the package, they never knocked and as soon as we had delivery confirmation we checked and the package was gone. They stole our one of a kind package of something that we can never buy again. Through dozens of different carriers we have NEVER had this issue which is why we are sure they themselves stole the package or coordinated with a third party to steal the package before we could grab it. I hope to never have anything touched by this company ever again. Everything we find online is tons and tons of similar complaints. This company should not be in business, they are a full on scam.

  

  Business Response

  Date: 03/11/2024

  Dear *****,

  Thank you for taking the time to share your concerns with us. We deeply regret the frustration and distress this situation has caused, and we sincerely empathize with your disappointment regarding your recent delivery experience.
  Please be assured that we take matters like this very seriously, and we would never condone any misconduct. Our drivers are expected to follow strict protocols to ensure that parcels are delivered securely. We understand that your package was of significant value to you, and the situation youve described is understandably upsetting.
  To assist in resolving this, we recommend checking any available building surveillance footage that may show the delivery process, or reaching out to building management to verify the drivers entry and exit. This could provide valuable information to clarify what may have happened. We rely on such evidence to conduct a thorough investigation, as we cannot base our conclusions solely on assumptions from past reviews or this incident.
  Please know that we are committed to working with you to find a resolution. If youre able to obtain any footage or further details, wed be happy to reopen an investigation on this matter with our team.
  We understand your concerns about this experience and the feedback youve encountered online. Were continuously striving to improve our services and address all concerns raised by our customers.
  Thank you for your patience and understanding, and please feel free to reach out if you need further assistance.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22471195
  
  I am rejecting this response because:

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

  Make it right and get us our plushie that your driver or whoever the driver worked with stole.

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

  Customer Answer

  Date: 07/11/2024

  Hi,
  
  I'm really sorry to bother but I wanted to add additional information to my response.
  
  The delivery driver did not do their due diligence to try to deliver the package securely. The time of the delivery the leasing office was open and my apartment complex also has an Amazon Hub, both of which would have guaranteed secure delivery of my package. Instead the driver chose neither of those and placed the package at our door to take a picture, didn't knock, and then the package was gone before we even got delivery confirmation. I really detest UniUni victim blaming me for their company and drivers shortcomings and failure to attempt to deliver the package securely. All the options were there and their driver did not take any of the options that would have guaranteed delivery of the package.
  
  Thank you.

  

  Business Response

  Date: 10/11/2024

  Hello *****,
  Thank you for reaching out and sharing your concerns with us. We understand how distressing it must be to lose a unique and irreplaceable item, and we apologize for the frustration this situation has caused.
  We take allegations of theft very seriously and want to assure you that we are committed to investigating this matter thoroughly. It appears that you may reside within a condo or apartment building, and in situations like this, it can be helpful to contact your building management. They may have security footage or additional information to help verify whether our driver exited the building with your parcel, which would provide essential documentation for our investigation.
  Without concrete evidence or documentation of this incident, we are limited in our ability to take further action. However, if youre able to obtain any information from your building management, please share it with us, and we will proceed with a thorough review on our end.
  We appreciate your patience and cooperation, and please feel free to reach out if theres any additional information or assistance we can provide.
  Best regards,
  UniUni 

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22471195
  
  I am rejecting this response because:

  The delivery driver did not do their due diligence to try to deliver the package securely. The time of the delivery the leasing office was open and my apartment complex also has an Amazon Hub, both of which would have guaranteed secure delivery of my package. Instead the driver chose neither of those and placed the package at our door to take a picture, didn't knock, and then the package was gone before we even got delivery confirmation. All the options were there and your driver did not take any of the options that would have guaranteed delivery of the package. Now why is that? We did NOT give any instruction to bring it to the door, it should have gone to the office or hub, why didn't it?

  You and your company and your driver failed in every way possible. This will not end until you have replaced what was stolen.

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

  

  Business Response

  Date: 27/11/2024

  Dear *****,
  Thank you for sharing your concerns. We deeply regret the distress and inconvenience caused by this situation and want to address your feedback with care and transparency.
  Based on the proof of delivery photo, the parcel was left at the door of your unit, which aligns with our standard operating procedure to ensure items are delivered to the designated address. However, we understand your frustration, especially considering the availability of other secure delivery options such as the leasing office or Amazon Hub.
  We apologize that the delivery did not meet your expectations and for any lack of communication regarding your preferences. To help avoid similar situations in the future, we encourage you to submit a ticket through our online portal at ******************************************************************** to include specific delivery instructions for any future parcels. This ensures our drivers are aware of your preferred delivery locations.
  We recommend reaching out to your building management to review any available surveillance footage to identify what happened to the parcel. Please know we are taking your feedback seriously and using it to refine our processes and enhance communication.
  Sincerely,
  UniUni

• Initial Complaint

  Date:23/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and my items were shipped through UniUni and everything seemed smooth until it showed "Failed Delivery Attempt" which was impossible as the location has a front desk. I waited until the next day and called customer service to get multiple responses with NO answers to where my package it. I was first told it was going to be redelivered and made sure they had 2 phone numbers on file. I did not hear anything so I called back customer service like 3 hours later and got a different response to which I was told the "parcel was unassigned to the driver and would make its way back to the warehouse." When I asked why I was told they don't know - When I offered to pick up package I was told that was not an option and it would need to be redelivered - I am now recieving emails that the package had a 2nd delivery attempt which is nearly impossible I have been here all day anticipating a possible delivery and I have a front desk with receptionist. I then called back to express my fustration and to request to pick up through **** or something I was hung up on twice. Every time I call back customer service now they have me on hold for almost a hour and then either pick up and don't say anything or hang up on me. I honestly do not know what to do as they are unprofessional and rude and my packages location is still unknown and I am unable to get clear answers to how I get my package. Please help me.

  Customer Answer

  Date: 24/10/2024

  I was able to resolve the issue with the company as I believe it was a mix up on ****** maps part as they had the wrong address for my location on the map 

• Initial Complaint

  Date:23/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package from AliExpress and was notified that it had been delivered locally with UniUni, the "Proof of Delivery" images that were uploaded were the package inside a car at a location not necessarily far from my address but not close either. The package was nowhere to be found. It was also marked as signed for, which is impossible because it was never delivered even close to my address. I opened a ticket with UniUni, but they told me that there's nothing they can do, and they are apparently unable to contact their own driver to locate my package. They keep saying "We will update you in 2448 hours" and letting much more time go by than that without giving me any response. This is a $500 package that already took about 3 weeks to come in, and I really don't want to have to order it again. I just want my package located.

  

  Business Response

  Date: 10/11/2024

  Hello ******,
  Thank you for reaching out. We sincerely apologize for the challenges you've experienced with your delivery. After reviewing your support ticket, weve identified that your case was not properly escalated, and we regret the mishandling of your concerns. Please rest assured that we are addressing this internally to prevent similar oversights in the future.
  Our team lead has been instructed to follow up with you directly by the end of the business day on Tuesday, as our team is off on Sunday and Monday in observance of Veterans Day. We understand how important this package is to you and are committed to resolving this matter as quickly as possible.
  Thank you for your patience, and please dont hesitate to reach out if you have any additional questions in the meantime.
  Best regards,
  UniUni

• Initial Complaint

  Date:22/10/2024

  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.

  Failed Delivery Attempt. As a customer, I reached out to them via phone. After waiting for 35 minutes, the call dropped. They did not expect me to wait that long. I do not think there is any customer service representative at the end of the line. I think it's fake. I attempted to fill out a customer support form. But the form on the website does not work. So as of this moment, there is absolutely no way to contact this business.

  

  Business Response

  Date: 30/10/2024

  Good day,

  Thank you for reaching out, and we apologize for the experience youve had with our support channels. We understand how frustrating it must have been to experience delays in communication.
  We located your support ticket (*******), submitted via our chatbot on Tuesday, October 22, 2024, at 10:35 AM, which was responded to the same day at 3:18 PM. It appears there has been no further follow-up from you since that response. Weve sent an additional email to your inbox, requesting verification of your shipping and contact details so we can proceed with booking the second delivery. Please check your spam or junk folder, as sometimes our emails may be filtered there.
  Thank you for your patience, and please feel free to reply directly to the email if theres anything further we can do to assist.
  Best Regards,

  UniUni

• Initial Complaint

  Date:22/10/2024

  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.

  Twice I have had a package assigned to UniUni and both times they delivered them to separate wrong addresses. The first time I requested a refund they said they needed a picture of my house to ensure I was not lying about the missing delivery. I refused as I havent needed to provide a photo of my house to ensure proper delivery before.

  

  Business Response

  Date: 30/10/2024

  Dear *******,

  Thank you for sharing your feedback, and we apologize for the inconvenience youve experienced with your deliveries. We understand your concerns and appreciate your patience throughout this process.
  Upon review, we located your support ticket (*******) and verified that an offer of resolution was provided on Friday, October 18, 2024, at 2:27 PM. As we have not received a follow-up, the case remains closed. However, if you need further assistance or have additional questions, please feel free to reply to the email to reopen your case, and well be here to support you.
  Thank you again for your understanding, and please dont hesitate to reach out if theres anything more we can do.
  Best Regards,

  UniUni

• Initial Complaint

  Date:21/10/2024

  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 bought goods from aliexpress. There were 3 items inside the same package. The items were sent by uniuni and It were delivery at the front of my home at Oct 14. I was not at home. When I arrived home, I saw that the package was teared, opened. One of the items, with value of 16 dollars, was not inside. The Delivery Confirmation was a photo taken by the UniUni delivery man. This photo is attached to this complaining. I put an arrow indicating the tear on the packaging, before I even got home. Remember: this photo was taken by the UniUni delivery man, not me. I open a inquiry in UniUni site but I have never had a aswer by them.

  

  Business Response

  Date: 30/10/2024

  Good day,

  Thank you for bringing this to our attention. We apologize for any inconvenience you've experienced. Weve located your support ticket (*******) in our system, and it appears that an offer of resolution was provided to address this matter.
  If you need further assistance or have any additional questions, please feel free to reply to the ticket directly to reopen the case. We are committed to helping you reach a satisfactory resolution.
  Thank you for your patience, and please dont hesitate to reach out through your ticket if theres anything we can do to assist further.
  Best Regards,

  UniUni

• Initial Complaint

  Date:21/10/2024

  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 delivered my item to the wrong address, can't tell me where the order was from, where it went etc. They offered me a letter to send to the merchant saying they lost it but can't tell me who the merchant was. **************** is useless at helping. I need more information, and they refuse to provide it.

  Customer Answer

  Date: 24/10/2024

  Uniuni support refuses to furnish information on the origin of the package so I can't resolve the issue with the shipper. They have also stopped responding to my calls and emails for assistance. I am one of numerous people in town with the same issue.

  

  Business Response

  Date: 05/11/2024

  Dear ***,

  Thank you for reaching out, and we sincerely apologize for the confusion surrounding your delivery.
  As the last-mile delivery provider, UniUni handles the final stage of your packages journey. Unfortunately, we only receive limited information from the first-mile carrier, in this case, 4PX, and do not have direct access to details about the merchant or vendor.
  We recommend that you contact 4PX directly **************** as they may be able to provide you with the vendor's information and help you track down the details youre looking for. While we understand how frustrating this is, we are committed to helping wherever possible within the scope of the information available to us.
  If theres anything further we can assist with, please dont hesitate to contact us.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22443374
  
  I am rejecting this response because: I need a little more information so I can pin down the original sender. In addition, how come you can provide information on the sender suddenly when repeated previous direct requests were met with your company stating it can't obtain that information? How about you furnish the same information on the other 2 "missing" shipments I asked your company directly about? Furthermore, there has been a town ******** page made just for deliveries lost by your company in my town as well as ***** and ******, ** as well. Your company really needs to get their act together.
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 10/11/2024

  Hello ***,
  Thank you for reaching out to share your concerns. We apologize for any confusion regarding the information we have available and understand your frustration in trying to track down the original sender and resolve these delivery issues.
  To provide some clarity, the delivery process involves three stagesfirst mile, middle mile, and last mile:
  First Mile: This is the initial stage, where the original sender (vendor) prepares and hands off the parcel to a carrier or logistics provider. UniUni typically does not handle this part, so we dont have direct access to the vendors details unless provided by the initial shipper.
  Middle Mile: The parcel moves through the transportation network from one facility to another, often covering longer distances. During this stage, several logistics partners may be involved, and information about the parcel's sender may remain limited to those parties directly handling the item.
  Last Mile: This is the final stage, where UniUni typically steps in to deliver the parcel to its destination. In this stage, we receive basic delivery information necessary to complete the delivery but, unfortunately, we do not have full visibility into the original senders details or the contents of the parcel, as this information is controlled by the initial sender or shipper.
  We understand that youre trying to track down details for this delivery as well as for other missing shipments. Unfortunately, were only able to see certain information passed to us by the sender or intermediary logistics providers, which limits our ability to provide details about the sender or specific items in each parcel.
  We appreciate your feedback and your patience as we work within these limitations. If theres anything specific we can assist with in the final delivery stage or if you need further clarification, please let us know.
  Best regards,
  UniUni 

• Initial Complaint

  Date:17/10/2024

  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.

  September 12th(via Aliexpress) I made a purchase. I called Uniuni's customer support because I needed assistance on fixing my address and they were able to put that in the system for me which I was happy with.September 15th I was alerted that the package had been received by Uniuni from ******* and was stated "Gateway transit in" in ********, ** which is the state I am from. September 16 via email I was told that I would receive my parcel 2-4 business days after it successfully arrived at customs and was in transit to the UniUni Pick-up bay.September 20th-21st I realized 5 days had past and I saw no movement on UniUni and 3rd party tracking apps since the 15th. So I gave customer support a call again with them essentially telling me that I may have to wait possibly another week. I also reached out via email and told customer support that the parcel hadn't moved since the 15th of September and nothing has been said nor updated which I started getting frustrated about. ************ It was my birthday and I was hoping that this would be the week I would get it but unfortunately that wasn't the case. So I then called customer support again because I never received a response via email since the 21st of September. The customer support pretty much gave me the same "please wait another week *** and it'll get to you" in what felt like they were ******* me off the phone.October 7th Pretty much accepting that I'll never receive the parcel, I decided to call one last time hoping there would be some type of resolution for this issue. The customer support *** was shocked that it has been 4 weeks and I have yet to receive my parcel in which they told me that it was being sent to the higher up position to investigate why this is happening and I should expect a response in 24 ******** is now October 17 and I have never received an email or phone call in regards to my parcel.

  

  Business Response

  Date: 27/10/2024

  Dear *****,

  Thank you for providing the detailed timeline of your experience. We sincerely apologize for the delays and the inconvenience youve faced regarding your parcel. Upon reviewing your case, it appears that the parcel was lost in transit between the customs bay and our UniUni sorting facility. We understand how frustrating this situation must be, especially given the time that has passed.
  We noticed that one of our agents has already responded to your ticket with a proposed resolution for this issue. If the matter remains unresolved, you can escalate your case further by simply replying to the email you received from us. This will reopen your ticket, and our team will prioritize your case to find a solution as quickly as possible.
  We appreciate your patience and understanding as we work to resolve this issue. If you need any further assistance or have additional concerns, please do not hesitate to contact us.
  Best regards,
  UniUni

  Customer Answer

  Date: 29/10/2024

   
  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,
  
  ***** *****