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:11/10/2024

  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.

  Sep 7, 2024 - Placed an order with the retailer Bellelement. They claim my address was never recorded, but was able to accept payment. My package was originally sent via ********* and transferred to UniUni for the final leg of the delivery. I received a message that they were unable to deliver. As advised via their emails, I both logged multiple tickets in their system to "update" my address and called multiple times (Oct 1 & Oct 8) and spoke to an agent to reiterate the issues again. During the last call on 10/8 I was told I would receive a direct confirmation from the UniUni warehouse within 48 hours with redelivery information. This window has since passed and I have zero confidence that any of my information is being recorded or any redelivery attempt is being made.Meanwhile, the retailer has been emailing me asking me to update my address with UniUni, then sent a followup email that I had not adequately followed instructions and that my package "would be destroyed" even though I have made several attempts to confirm my address.

  

  Business Response

  Date: 13/10/2024

  Dear *****,

  Thank you for reaching out, and we sincerely apologize for the issues youve experienced with your delivery.
  After carefully reviewing your case, we regret to inform you that your parcel has been returned to the vendors warehouse. We understand that you made multiple efforts to update your address and resolve the situation, and we apologize that our warehouse missed the second delivery attempt.
  Weve escalated this matter internally and shared this failure with our station manager, as we recognize that our customer service agents escalated your case twice without achieving a resolution. This is not the level of service we aim to provide, and we are taking steps to prevent this from happening again.
  To proceed, we recommend contacting the vendor directly to arrange for a replacement or to request a refund for your order.
  We deeply regret the inconvenience this has caused and appreciate your patience throughout this process. If there is anything further we can do to assist you, please dont hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:10/10/2024

  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 an item on **** and it was shipped from ***** via UniUni. The shipping time was 27 day, which was understood. The parcel was supposedly delivered on 10/8/24 and I received a text notifying me of the delivery. The delivery was made to my front door supposedly. I opened the door withing 60 seconds of receiving the text and there was nothing there. The delivery picture sent to me does not show where it was delivered but apparently it was delivered to the incorrect address. UniUni has said they would follow up and get me an answer but they have already missed to deadlines they gave me. The last time I called they actually hung up on me when I asked to speak to a supervisor. The seller has had about the same response. Promises but no action.

  

  Business Response

  Date: 13/10/2024

  Dear Neil,

  Thank you for contacting us, and we sincerely apologize for the ongoing frustration you’ve experienced with your delivery. We understand how concerning it is when a package is marked as delivered but cannot be found.
  We can confirm that one of our agents is actively engaged with your support ticket, and it has been escalated internally to ensure it is handled with priority. You can expect to hear back from the agent by the end of the day on October 15, 2024 with further updates.
  We deeply regret the missed deadlines and communication issues you’ve encountered, and we are committed to resolving this matter as quickly as possible. Please feel free to reach out if you have any further questions in the meantime.
  Best regards,

  UniUni

  Customer Answer

  Date: 16/10/2024

   
  
  Complaint: 22407065
  
  
  
  I am rejecting this response because just saying "sorry about that" is not a resolution. I requested and received a refund for the purchase but since this apparently happens often with Uniuni they have a much larger problem that they need to address and correct. "Sorry about that" is not a resolution, it is an excuse for ongoing poor service.
  
  
  
  Sincerely,
  
  
  
  Neil Freed

• Initial Complaint

  Date:10/10/2024

  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 prescription glasses with expedited delivery from Kits. They used uniuni as the courier. On 10/7 a delivery attempt was made. I had no advance notice that this was going to happen. I attempted to contact them via their website, but was unable to use the form because my location wasn't listed. I tried to use the chat bot but it wouldn't accept my tracking number. I was forced to call, and after 59 minutes talked to someone who only told me the package would have to go back to the warehouse before I could reschedule. I've attempted to email them to find out the status, only to be told they're looking into it and give them time. I've also contacted the seller to take action on my behalf. There is no way to track or schedule a delivery with this company, and the last update on my package is a delivery attempt from 3 days ago.

  

  Business Response

  Date: 13/10/2024

  Dear ******,

  Thank you for contacting us, and we sincerely apologize for the frustration and delays youve experienced with your delivery.
  After reviewing your case, we found that your support ticket (#*******) was responded to on the same day it was submitted. We can also confirm that your parcel was successfully delivered on 2024-10-10 at 11:19:13 to the following address:
  ************************************************
  We regret any inconvenience caused by the delays in communication and tracking, and we appreciate your patience as we worked to resolve this matter.
  If you have any further questions or concerns, please dont hesitate to reach out, and well be happy to assist.
  Best regards,

  UniUni

• Initial Complaint

  Date:10/10/2024

  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 some work clothes from ***** and this carrier allegedly delivered my packages. The UniUni website and ***** both say it was delivered to a mailroom.I dont have a mailroom. This package was not at my apartment. I contact the UniUni personal and I was told it was delivered and had no option to speak with anyone about the package. I was told I would get an email and I received nothing.

  Customer Answer

  Date: 10/10/2024

  I already have a complaint with the seller through BBB and nothing has been done. They keep telling me to contact *******

  This company is fraudulent and my package said delivered to a mailroom at my address. I do not have a mailroom at my address. ***** refuses to give me a refund saying it was delivered and its not there responsibility if my package was delivered to the wrong place.

  

  Business Response

  Date: 27/10/2024

  Dear *****,

  Thank you for reaching out and for giving us the opportunity to address your concerns. We completely understand how important it is to receive your packages securely, and we sincerely apologize for the frustration and inconvenience this situation may have caused you.
  After a thorough review of your case, we confirm that your package was marked as delivered on September 12, 2024, at 7:04 AM to *****************************************************. The Proof of Delivery (***) photos indicate that the parcel was placed directly at your unit door at the time of delivery. We shared these photos with you via your support ticket 18 days ago (Wednesday, October 9, 2024, at 1:18 PM). Based on this information, we consider this a successful delivery.
  However, we completely understand that, despite the delivery confirmation, not receiving your package is deeply concerning. In these instances, we recommend reaching out to your building management, as they may have additional information or be able to assist further. Additionally, we encourage you to connect with the vendor, *****, as they may offer support or alternatives in such cases.
  We have attached the *** photos again for your convenience, and they remain accessible through our online tracking page. We genuinely apologize for this experience, and we are committed to assisting you in any way we can.
  Thank you for your understanding and patience. If there's anything else we can do to support you, please dont hesitate to reach out.
  Warmest regards,
  UniUni

• Initial Complaint

  Date:07/10/2024

  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 have security footage of a uniuni delivery driver placing my package down, taking a photo of it for his boss, then picking it back up and taking it it with him. The driver has stolen my package and uniuni does not seem at all concerned with their drivers committing felony acts.They hang up on me. Wont email back. And are incredibly rude when I have been able to get someone on the phone

  

  Business Response

  Date: 13/10/2024

  Dear *****,

  We are truly sorry to hear about the concerning experience youve had with our service, and we want to assure you that we take your claim very seriously. Your support ticket (#*******) has been escalated for immediate investigation.
  We understand how frustrating and upsetting this situation must be, and we deeply regret any negative interactions youve had while trying to reach our team. This is not the level of service we strive to provide, and we are taking steps to address your concerns internally.
  To assist with our investigation, we would appreciate it if you could provide the security footage you mentioned. This will help us thoroughly review the actions of the delivery driver and take appropriate action.
  We sincerely apologize for the trouble this has caused, and we are committed to working with you to resolve this matter. If you have any additional questions or concerns, please don't hesitate to reach out, and we will ensure a swift response.
  Thank you for your patience,

  UniUni

• Initial Complaint

  Date:07/10/2024

  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.

  Driver called for street adddress then declined to deliver to my residence. Said it was outside the delivery area. All other companies come here daily with zero issues. Rude communication

  

  Business Response

  Date: 13/10/2024

  Dear *******,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience caused.
  After thoroughly reviewing the situation, we can confirm that your address falls outside of our designated delivery area. We have communicated this information to the vendor to ensure they are aware of the issue and can assist you with arranging an alternative solution.
  Additionally, we want to extend our sincere apologies for any unprofessional communication you may have encountered with our driver. This is not reflective of the level of service we strive to provide, and we will address this matter internally to prevent similar issues in the future.
  We appreciate your understanding, and should you have any further questions or require additional assistance, please do not hesitate to contact us.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/10/2024

  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 an item from aliexpress with quick turn around time and a time guarantee. I have ordered form aliexpress within the past year using the same account and no issues. This time I guess the package was shipped through UniUni. The day of delivery, my address is marked as incorrect. Which its not. I try to submit a ticket online, the webform wont work & says error. So I call, it took about 20 minutes to get someone. We verified my address, as well as my phone number. They said it would be reattempted. Two days later, the tracking says "Failed delivery, retry later". So I am back on hold trying to talk to someone. This company is such a joke. What, do they deliver when and if they want to? I have been home both days it says attempted. I hope to never deal with this company again, they have only wasted my time.

  

  Business Response

  Date: 13/10/2024

  Dear Christopher,

  Thank you for reaching out to us, and we sincerely apologize for the inconvenience and frustration you’ve experienced with your recent delivery. After reviewing your case, we can confirm that your parcel was successfully delivered on 2024-10-05 at 11:45:55 to the following address:
  9041 Belo Gate, Manassas Park, Virginia, US
  We understand your concern regarding the previous delivery attempts. While your parcel was out for delivery on 2024-10-01 at 08:20:07, there appears to have been a delay, and unfortunately, the driver did not provide tracking updates explaining the reason for the delay. However, we are glad that the delivery was completed, and we hope the item has reached you safely.
  We deeply regret the issues you faced with the online form and long hold times when contacting our support team. We are continually working to improve our processes and communication to provide a better experience for our customers in the future.
  Should you have any further questions or require additional assistance, please don't hesitate to let us know. Thank you for your patience, and we hope to serve you better next time.
  Best regards,

  UniUni

  Customer Answer

  Date: 16/10/2024

   
  
  Better Business Bureau:
  
  
  While this company could not provide delay details and all the order information promises using them like "delivery time guarantee" were false, they did in fact deliver after I spent an hour on the phone helping them find my address. Not a company I want to use going forward. I also don't know how a logistics company can be so bad at the one thing they do. However if a week delay and an hour worth of frustration if your thing, they are the company for you. In any event, their response sums up a satisfactory result.
  
  
  
  Sincerely,
  
  
  
  Christopher Rieder

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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.

  This evening October 3, 2024, I heard somebody trying to get into my house through the front door. It startled me and my dog also started growling. I looked on my ring camera and could see someone bent over, possibly putting something on the ground. I wasnt expecting a delivery at almost 9 PM on a Thursday evening. I waited & watched the ring camera from my phone, for the individual to walk away and get in their vehicle and drive off. When I watched the Ring video from when motion was first detected, the delivery driver for UniUni tried to open the front door to my house. You can clearly see him pressing the lever on the door handle down and shaking the door back-and-forth. Im still shaken up over this, and the incident occurred over 1 hour ago. Also, the package that was delivered, was not even delivered to the right address. The package was for my next-door neighbor.

  Customer Answer

  Date: 11/10/2024

   
  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 am unable to upload the Ring video and attach it here, as the file is too large. I have tried to shorten the video numerous times and upload it, but it will not attach due to the file size. Please have Uniuni email me directly at: ************************* and I will provide them with the Ring video  

  Thank you for your help! 
  

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

• Initial Complaint

  Date:04/10/2024

  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 has repeatedly refused to attempt delivery of 2 packages to my address. I have contacted customer service for help multiple times and have received no assistance in resolving the issue. I have ensured the address and contact information is all accurate. UniUni claims to have made multiple attempts to deliver these packages but every one has been marked by "unable to contact" which is ******** fact, no delivery attempts have been made for either package (I have exterior security cameras). No contact attempts have been made as I have actually been at home and reachable by text or phone every time UniUni claims to have attempted delivery. Every ticket I file or call I make gets a canned response of "we'll schedule it for re-delivery and make sure the driver has the information" (hilarious since there hasn't even been a *delivery* attempt), and then 2-3 days later I get another "failed delivery" notice. Frankly, it feels like UniUni has just decided not to bother trying to deliver anything to my address and they're just holding on to the packages for some contracted amount of time before they return them to the merchant. Representing this as a "delivery" service seems at best like false advertising and potentially even fraud since there is no "delivery" even being attempted.

  

  Business Response

  Date: 11/10/2024

  Dear Erin,

  Thank you for reaching out and sharing your concerns. We understand your frustration, and we want to assure you that our goal is always to provide the best possible service to our customers.
  Our customer service agents worked diligently on your behalf, following all the correct procedures and escalation paths to ensure your parcels were delivered. They did everything within their ability to facilitate a successful delivery, and we regret that this process did not go as smoothly as expected.
  We sincerely apologize for the many delivery attempts that were made and the challenges faced in completing this delivery. We recognize that this situation was particularly difficult, and for that, we are truly sorry. However, we are pleased to confirm that your support tickets have been resolved and that you now have your parcels.
  We appreciate your patience throughout this process and are committed to learning from this experience to improve our service. If you have any further questions or need additional support, please don't hesitate to reach out.
  Thank you again for your feedback, and we hope to provide a better experience for you in the future.
  Best regards,

  UniUni

  Customer Answer

  Date: 13/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22377430, and find that this resolution is satisfactory to me. It is unfortunate that it took this course of action to get the matter resolved, but the issue has been addressed and no further action is necessary.
  
  
  
  Sincerely,
  
  
  
  Erin Mason

• Initial Complaint

  Date:04/10/2024

  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.

  They never delivered or attempted to deliver my package. Their employees are stealing/scamming I have never been more upset. First, they hire random people to deliver packages, similar to Amazon Flex. The delivery person marked my package as delivered but never actually delivered it. Instead, it looks like he took a photo of his house with my package and then took another photo for the proof of delivery. That photo looks like its in his bedroom, and in the background, there are many similar packages, so its clear he isnt doing his job properly.I then had to wait until the next day to call customer support, and when they picked up, the representative was unprofessional. He spoke poor English and, when he first answered, I couldnt even hear him. Then, when I started discussing my problem, he just hung up on me. It feels like nobody is handling their responsibilities at that company. *** had to resort to filing a complaint because I cant reach anyone at UniUni who is competent and professional enough to address my issues. I just want my package; it was important.

  

  Business Response

  Date: 11/10/2024

  Dear *****,

  Thank you for sharing your experience with us, and we sincerely apologize for the frustration and distress this situation has caused you. After a thorough review, we have located your support ticket (*******) and would like to address the concerns you raised.

  Our customer support agents assisted you to the best of their ability during the resolution process. They offered a letter that you can provide to your vendor, which allows them to initiate a claim for a replacement or a refund. As the last-mile courier, this is UniUnis standard policy, and we are unable to process refunds directly. However, the letter we provided details the delivery issue, allowing your vendor to work with us directly to resolve this matter.
  

  Additionally, we have enclosed the proof of delivery photos that were shared during our earlier communication. Upon reviewing the images you mentioned, we understand why you might have believed they depicted a home. The first photo shows the drivers vehicle with other packages for delivery, and the second image is of the location where the package was delivereda patio area with outdoor furniture and a visible doorbell. We apologize sincerely for the mistake that led to your parcel being delivered to the wrong address.
  

  We also want to apologize for any unprofessional behavior you experienced when interacting with our support team. This is not the standard of service we strive for, and we will ensure that your feedback is addressed internally to improve the quality of our customer interactions..

  Best regards,

  UniUni