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:17/10/2024

  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 an item that was to be delivered by UniUni. According to tracking, a delivery was attempted on 10/1 but I was home and no one came to my door. Since then, there has been no attempt at re-delivery. I've contacted customer service several times, and they say that my tracking number is invalid and they cannot help even though it works perfectly fine on the UniUni website.

  

  Business Response

  Date: 27/10/2024

  Good day,

  Thank you for reaching out and sharing your experience with us. We understand how important it is to receive your delivery promptly, and we apologize for any inconvenience caused.
  Upon reviewing your support ticket, we noticed that the tracking number provided does not match our standard format. Our tracking numbers typically start with UUSC followed by a sequence of numbers. To assist you further, we kindly request that you verify the tracking number. If you are unable to locate the correct tracking number in your order details, we recommend contacting the vendor directly to retrieve it.
  Once you have the correct tracking number, please feel free to reach out, and we will be more than happy to assist you in resolving this issue and ensuring your parcel is delivered promptly.
  We appreciate your understanding and look forward to assisting you further.
  Best regards,
  UniUni

  Customer Answer

  Date: 29/10/2024

   
  Complaint: 22434929
  
  I am rejecting this response because:

  I know that the tracking number does not match the format. But it's the one I was given and it is valid and trackable on the Uniuni website (screenshot attached)

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

  

  Business Response

  Date: 05/11/2024

  Good day,

  Thank you for bringing this to our attention. I sincerely apologize for the inconvenience and frustration youve encountered with your recent delivery.
  Upon reviewing your case, it seems that your package may be lost in transit. We understand how important this is to you, and were committed to resolving it as swiftly as possible. Our team is actively investigating the issue, and we will be providing an offer of resolution through your ticket number 1186803.
  We truly appreciate your patience and understanding during this time. Please rest assured that were working diligently to find a solution for you. If you need any further assistance or have any additional questions, feel free to contact us at any timewere here to support you.
  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.

  My package was delivered unsuccessfully due to wrong address. Its now stuck in the warehouse. I made several tickets and received no response. I called the company to update the address and they said it will be shipped again tomorrow. And now I still havent gotten my package. It appears to be still in the warehouse as shown on the tracking site. I wanted to add unit 1B and door code #**** to my address. And have my package delivered.

  

  Business Response

  Date: 27/10/2024

  Good day,

  Thank you for reaching out and for your patience regarding your parcel delivery. Upon reviewing your support case, we have confirmed that your previous inquiries were consolidated into ticket *******. According to our records, the second delivery was successfully arranged, and the parcel was delivered to *********************************** on October 22, 2024, at 3:24 PM.
  If you have not yet received your parcel despite the tracking update, we kindly invite you to reply directly to your ticket email. This will reopen your case, and our team will prioritize your request to resolve the matter as quickly as possible.
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding and cooperation.
  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. I have received my package.
  
  Sincerely,
  
  *** ** ****** ****

• Initial Complaint

  Date:17/10/2024

  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 delivery- Tracking ID: ****************** The package arrived for the first time on Oct 8th, I got a call at around 7:30pm- after working hours, which I couldnt pick up for because I was at work and had no idea they were coming. They claim to have attempted delivery at 5:21pm on the ***** app but this is not true. They Lied.Instead of leaving the package at the front door (another package was ordered less than a week ago and delivered yesterday at the front door), they send it back to the warehouse, and claim they will be a second delivery within 7 business days. 6 days passed and I had been consistently emailing them asking for a estimated delivery time. They had just replied today and said it will take 10 more days to deliver. I spent more than 100 dollars on this package prior for the sole purpose of being able to receive the package early October, because this package is for costumes. Which is only used for one day. This deliver service is the worst I have ever dealt with.

  

  Business Response

  Date: 27/10/2024

  Good day,

  Thank you for reaching out and sharing your concerns regarding the delivery of your package with tracking ID: ******************. We understand how frustrating this experience must be, especially given the time-sensitive nature of your order. We would like to provide clarity on our second delivery process and the timeline associated with it.
  When our driver initially attempted delivery on October 7, 2024, the package required a unit number, which was not provided in the delivery details. For safety and accuracy, our policy is to return the package to our warehouse if the delivery information is incomplete or if we are unable to safely deliver the parcel. This approach ensures that we maintain the highest level of security and accountability for your package.
  Once the package was returned to our warehouse, it was scheduled for a second delivery as per our standard procedure. We aim to complete second deliveries within 7 business days; however, this timeline may vary based on factors such as volume, route availability, and ensuring all delivery details are updated accurately. In some cases, particularly during high-demand periods or when specific delivery instructions are needed, it may take additional time to arrange.
  In your case, we can confirm that the package was successfully delivered to *************************************************** on October 18, 2024, at 5:23 PM. We apologize for any inconvenience this delay may have caused and for any confusion regarding the delivery timeline.
  We are continuously working to improve our delivery processes, and your feedback is important to us. If you have any further questions or concerns, please feel free to reach out.
  Best regards,
  UniUni

• Initial Complaint

  Date:16/10/2024

  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.

  Order arrived at uniuni for delivery on 10/3 in ******* and was said to be delivered to ****** Il on the same day. It was said to have the wrong zip code which when following up with the vendor the actual correct zip was used they just stated it was wrong. I reached out the same day and they stated it would be rescheduled for delivery in 7 business days. The 7th business day came and went. When reaching back out to them they stated I would have an update in 2 hours which came and went. I have emailed, called, used their chat bot and called 2 more times and cannot get them to deliver my package. I sincerely warn anyone of using this delivery company at all. I paid for a service that is just being done and want resolution.

  

  Business Response

  Date: 10/11/2024

  Hello *****,
  Thank you for reaching out, and we apologize for the experience you've had with your delivery. We understand how important it is to receive a reliable and timely service, and we regret that this was not the case with your parcel.
  After reviewing your support ticket (*******), we found that a team lead had been working with the warehouse to confirm the parcels location. Unfortunately, it now appears that the parcel was lost in transit after being assigned to a driver for a second delivery attempt. We apologize for the delays, missed updates, and any inconvenience caused by this issue.
  Our team will follow up with you by November 13th with a resolution to your inquiry. Thank you for your patience, and please dont hesitate to reach out if theres anything more we can do to assist in the meantime.
  Best regards,
  UniUni 

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22427342
  
  I am rejecting this response because: this company did not take their customer seriously or even attempt to rectify anything. After over 10 phone calls and messages to the company up to and including ***** **** President and co-founder i just got the run around. When they stated they found it 2 separate times and would have it delivered they were just words as if you made such a mistake you would not state they found the package it will take 7 business days to get it to you from 40 miles away waiting for nearly 60 days for a package. Now they just state they lost it. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 24/11/2024

  Dear *****,

  We deeply regret the frustration and inconvenience caused by the handling of your parcel issue. Your feedback is invaluable, and we want to assure you that your concerns have been heard and taken seriously.
  We sincerely apologize for the conflicting updates you received during this process and the length of time it took to provide clarity on the status of your parcel. We understand how this has impacted your trust in our service, and we are committed to improving our processes to prevent similar experiences in the future.
  While we have issued a resolution for this case, we recognize the importance of transparency and prompt communication, which fell short in this instance. If you have further questions or need additional assistance, please dont hesitate to reply to the email of resolution sent to you to reopen the ticket.
  Thank you for bringing this to our attention and giving us the opportunity to improve.
  Sincerely,
  UniUni

  Customer Answer

  Date: 28/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me. Although no true resolution provided, the fault was on the company.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:16/10/2024

  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.

  Ordered a bridesmaid dress from ******. It was shipped using *******. They claimed to have delivered it and attached completely fraudulent images that show nothing of delivery. I called customer service and sat on hold for 4 plus hours. They dont answer. Its all a scam. Fake photos. Fake delivery. Fake service number. Ill attach the fake delivery photos.

  Customer Answer

  Date: 16/10/2024

  I am not clear where to change the resolution from refund to something else.  ************ ******* needs to be held to account within the US.  I will seek the refund from the seller.  ******* is responsible for stealing property and submitting false images to cover it up.  Please let me know how to proceed to hold this US company accountable.  Thank you.  ******* *****

  

  Business Response

  Date: 17/10/2024

  Dear *******,

  Thank you for reaching out to us regarding your recent experience with UniUni.
  We have located your support ticket (*******), and we want to assure you that an agent is actively working on your case. The matter has been escalated for immediate investigation. We sincerely apologize for any frustration this situation may have caused, and we are treating it with the utmost urgency.
  If you require any further assistance or have additional concerns, please feel free to reply to this message, and we will be happy to assist you.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:15/10/2024

  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 dress And ******* was supposed to deliver it. It was never delivered. Theres no way to reach them. *** called and emailed its been. A month and a half. I paid $80 for this dress.

  Customer Answer

  Date: 22/10/2024

  705344253E151

  

  Business Response

  Date: 10/11/2024

  Hello *********,
  Thank you for reaching out, and we apologize for the delay and frustration youve experienced regarding your missing delivery. After reviewing your case, we found that your parcel was not booked by the warehouse for a second delivery attempt. We have now sent a request to verify if the parcel is still available to book; however, as it has passed our 30-day holding period, it is possible that the parcel may have been sent back to the vendors warehouse.
  We have reassigned your ticket to our Leadership Team, who will follow up directly with the warehouse and provide you with an update by Wednesday, November 13th.
  We appreciate your patience, and please dont hesitate to reach out if you have any further questions in the meantime.
  Best regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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.

  Delivery attempt was made without following instructions on the door of the location. My number is posted at the door because there's no buzzer. I've tried contacting customer service on all lines and the calls get dropped immediately with no choice or hold. Called the two US numbers the two Canadian ones and the international one. Call get dropped immediately or I'm told can't be trsnfered. I want to got pick up my package. Ut if I can't get a hold of the uniuni I won't be able to even give instructions. Need this fix **** as the parts ordered where supposed to get here by now.

  

  Business Response

  Date: 10/11/2024

  Hello Jomar,
  Thank you for reaching out, and we apologize for the challenges you experienced with your delivery. We understand how important it was for you to have your parcel delivered according to your instructions, especially when specific guidance was provided at your location.
  Were pleased to confirm that the delivery to *****************************************************************************************************, was successfully completed on October 15, 2024. Proof of delivery photos were shared with you on October 17. While we consider this issue resolved, please accept our sincere apologies for the initial missed attempts and any inconvenience these delays may have caused.
  If theres anything further we can assist you with, please dont hesitate to reach out.
  Warm regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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.

  Uniuni is supposed to attempt delivery, and if the attempt fails, then they do a second attempt. If that attempt fails, then they send the package back to the warehouse. My package was immediately sent back to warehouse without even attempting to deliver it, on october 4th- the day it was supposed to be delivered. They then told me it would be delivered by the 12th. Nothing has changed. Now they are telling me to wait another 7 days. The reason for the return is invalid address, but their customer support confirmed both my address and phone number to be correct. Again- they didnt even attempt delivery. They have also delivered my package to the wrong address at least twice. Another time they had a failed delivery due to invalid address (but didnt send it back to warehouse this time. it was successfully delivered upon second attempt). but once again my address and number was confirmed to be correct. Never has a driver attempted to contact me.

  

  Business Response

  Date: 10/11/2024

  Hello ********,
  Thank you for reaching out, and we apologize for the issues youve experienced with your recent delivery. We understand your frustration, especially given the delays and previous incorrect delivery attempts.
  After reviewing your case, we acknowledge that there was indeed a delay between the time your parcel was returned to the warehouse on October 4, 2024, and when the second delivery was finally booked and completed on October 20, 2024, at 5:55 PM. While our process is to attempt delivery, then return to the warehouse if delivery fails, we recognize that this did not go as planned. We apologize for any confusion caused by the invalid address status, as our team did verify your address and contact information to be correct.
  We understand how critical clear communication and reliable service are, and were taking your feedback seriously to improve our processes. Please accept our apologies for the delays and any inconvenience caused by these missed attempts.
  If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Best regards,
  UniUni 

• Initial Complaint

  Date:15/10/2024

  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.

  UniUni drivers don't even buzz my apartment and then they say there was a failed delivery attempt, and then it goes back to the warehouse for a week until they "attempt" again. What attempt? They did NOTHING. This is my 2nd time having a package delivered by them and they're horrible a second time. I will not order anything from anywhere that will use them as a delivery company, never again.I want my package, UniUni!

  

  Business Response

  Date: 10/11/2024

  Hello *****,
  Thank you for reaching out and sharing your experience. We apologize for the frustrations you encountered with the delivery attempts and understand how important it was for you to receive your package promptly.
  Were pleased to confirm that your parcel was successfully delivered on October 15, 2024, at 12:13 PM. Additionally, as requested, a manager called you back and noted this update in your ticket. If you would like another follow-up call, please feel free to respond directly to your ticket, and well be happy to assist.
  Thank you for your patience, and please accept our apologies for the initial delivery issues. Were here to help with any further questions or concerns.
  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:15/10/2024

  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.

  Ordered something from ****, and **** chose to use Uniuni to ship the item once it arrived in ******. Uniuni alleges they attempted delivery on at leadt three occasions, though there is no way of proving whether they did/didnt, though someone was home on all of those days. Contacted customer service by phone and they repeatedly gave me the run-around of pre-written dialog and then hung up on me. Emailed their customer service but they have stopped replying back, though their emails were often pre-written and didnt acknowledge specifics. Package cannot be picked up in person anywhere because they dont offer that. If they dont deliver, they return to sender, which is obviously unacceptable.

  

  Business Response

  Date: 03/11/2024

  Dear *******, 

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced regarding the delivery of your parcel.
  Upon reviewing your case, we can confirm that your parcel was successfully delivered on October 17, 2024, at 17:02 to Apt 304, ***** ***************************************************************
  We regret any delays or confusion that may have occurred during this process and understand the importance of receiving clear and accurate communication. We truly value your feedback and are committed to improving our service to ensure a better experience in the future.
  Should you require any further assistance or have additional concerns, please do not hesitate to contact us. We are here to support you and address any outstanding issues.
  Best regards,

  UniUni