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:03/10/2024

  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.

  Company claims I rejected a delivery when I was not even home to accept delivery so they are clearly lying. Company does not allow customers to pick up from local warehouse, did not leave any type of slip or evidence that they attempted the delivery. They also lost a separate delivery entirely. This company is the bottom of the bottom shelf of customer service. Terrible business that should not even be licensed.

  

  Business Response

  Date: 17/10/2024

  Dear ****,

  We are pleased to confirm that your second delivery has been successfully scheduled, and you can expect to receive your parcel by Tuesday, October 22nd.
  We would also like to sincerely apologize for the previous message sent via your ticket #*******, which incorrectly stated that your parcel had been returned to the warehouse. This was an error, and we regret any confusion or frustration it may have caused.
  Please rest assured that we take your feedback seriously, and we are committed to ensuring a smoother experience moving forward. If there is anything else we can assist you with, please dont hesitate to let us know.
  Best regards,

  UniUni

  Customer Answer

  Date: 19/10/2024

   
  Complaint: 22375687
  
  I am rejecting this response because: they still have not delivered the item and have been deliberately deceitful in their communications. Claiming they will deliver is one thing, but they've already proven themselves to be beyond inept. I'll believe it when i see the delivery but UniUni has deeply flawed business practices that impacted other deliveries of mine as well in the month of October. I will be actively avoiding doing business with anyone who utilizes UniUni moving ahead.  This business lacks transparency, does not operate in good faith and is anti-consumer. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/11/2024

  Dear ****,
  Thank you for sharing your feedback with us. We sincerely apologize for the frustration and disappointment youve experienced with your recent delivery. After reviewing the case, we regret to inform you that your parcel was returned to the vendor's warehouse on October 28th, and we were unable to safely deliver it to you as intended.
  We understand how frustrating it is to be reassured about a delivery and not have it fulfilled as expected. Please know that your concerns about transparency and communication are being taken seriously, and we are committed to improving our service to prevent situations like this from happening again.
  At this point, we kindly ask that you contact the vendor directly for further assistance with your order. We deeply regret that we were unable to complete the delivery and understand your frustration with the experience.
  We truly appreciate your feedback and are committed to addressing the issues you've raised to better serve our customers in the future. If theres anything else we can assist with, please dont hesitate to reach out.
  Thank you for your understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22375687
  
  I am rejecting this response because they promised delivery in their last response and instead then returned the item to the sender. Completely incompetent customer service and an aggravating waste of my time and patience as a consumer. I will go out of my way to never use UniUni again. 

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

  

  Business Response

  Date: 10/11/2024

  Hello ****,
  We deeply apologize for the experience you've had with us and for not meeting the standard of service you expected and deserved. We understand the frustration caused by our failure to deliver your parcel as promised, and we take full responsibility for the missed second delivery. Our customer service team made every effort to schedule the redelivery; however, there was a misstep at the warehouse that ultimately prevented it from reaching you.
  Please know that we are committed to learning from instances like these. Each situation helps us better understand where improvements are needed, and we are actively working to correct our processes to prevent similar issues from happening in the future. We take this as an opportunity to refine our service and hold ourselves accountable to a higher standard.
  We recognize that we have fallen short, and we are truly sorry for the inconvenience and frustration this has caused. Thank you for bringing this to our attention, as your feedback is instrumental in helping us improve. If theres anything further we can do to make amends, please let us know.
  Sincerely,
  UniUni 
  

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22375687
  
  I am rejecting this response because: you promised me delivery as part of your Better Business Bureau response and then still failed to deliver.  Your empty promises to improve are meaningless when you didn't fulfill the delivery. I now contact companies and if they use UniUni, I don't use that company for business.  Your thousands of fake ****** reviews claiming positive experiences won't save your complete inability to actually deliver a package. You lost two other packages on top of this one. Your customer service department copies and pastes replies and your employees give no genuine, ******* thought as to how to resolve an issue. I reject your apologies, and condemn your business practices. There is no way to resolve this and I won't accept any further excuses. UniUni is a terrible company with god awful leadership that doesn't care about their clients at all. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 27/11/2024

  Dear Mr. ************* truly regret that your parcel was not successfully delivered and has been returned to the vendors warehouse. We understand your disappointment and frustration, particularly given the challenges youve highlighted, and we apologize for failing to meet your expectations.
  At this point, we recommend reaching out to the vendor directly to arrange for a replacement or refund, as they are best positioned to assist with next steps. While this outcome is far from what we strive for, we are committed to learning from this experience and improving our processes to ensure more reliable service in the future.
  We appreciate your feedback and acknowledge your concerns. Your experience matters, and we are taking steps as a team to address the areas where we have fallen short.
  Sincerely,
  UniUni

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22375687
  
  I am rejecting this response because: you returned the item to the vendor without attempting a delivery. You can contact the vendor and solve this. You're not victimizing anymore of my time. I reject all further responses from UniUni on this matter.  This cannot be resolved. You are the worst, laziest company I have ever encountered, with non existent levels of customer service..
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/10/2024

  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.

  Original delivery date was scheduled for 09-30-2024. Driver originally reported failure to deliver due to traffic congestion. When I followed up with uniuni customer support, I was told the failure was due to inclement weather. This may have a shred of truth due to hurricane ******; however, my zip code is far from anything affected and 99 percent of ****** was contained to beaches. But one failure of delivery is nothing to fuss about. The problem is, dishonesty, and perhaps even intent to not deliver the parcel altogether. Their customer service is overtly 3rd world and no efforts are made conceal their contempt for the customer with their flagrant dismissal and adolescent impatience. Regardless of theoretical weather conditions, business is as usual throughout the ******** area and no other services have been interrupted. Uniuni claims the weather is inhospitable, but it has been exceedingly normal during the delivery window. I am told, repeatedly, that it will be rescheduled for the following day, but it isn't. I do not believe they intend to complete the delivery at this point.

  

  Business Response

  Date: 11/10/2024

  Dear ********,

  Thank you for reaching out and sharing your concerns. We have located your support ticket (*******) and have reviewed the details related to your parcel's delivery status.
  We want to confirm that the information provided earlier was accurate. Our team has already escalated this issue to our warehouse to ensure that the second delivery is booked. The original delivery date was scheduled for 09-30-2024, and we understand that the delays you have experienced are frustrating.
  Regarding the delivery status updates: the driver initially marked the delivery attempt as unsuccessful due to traffic congestion, and we apologize for any confusion caused when this was later updated to reflect severe weather as the reason. With the recent impact of Hurricane ******, the Tampa warehouse where your parcel is currently stored is temporarily not operational. This has unfortunately affected our ability to proceed with the delivery as planned. We understand that other areas may not be experiencing similar conditions, but safety and operational limitations have impacted our warehouse's activities.
  As soon as the warehouse is able to resume operations, we will prioritize your delivery to ensure it reaches you as quickly as possible. Our VIP Client Relationship Manager will personally reach out to you to provide further support and updates. Please rest assured that we are committed to resolving this situation for you and appreciate your patience during this challenging time.
  Thank you for your understanding, and we are here to assist you with any other questions or concerns you may have.
  Best regards,

  UniUni

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22375285
  

  This has directly lied on many occasions. Their replies sometimes seem sincere, but they are always dishonest. They have directly lied about me not being home during the delivery attempt - an attempt that admitted to have not been made. They then claimed traffic congestion. After pursuing the matter, they then claimed weather. All other services in the area were operational, eg ****, ***, *** and *****. All my attempts to deal with customer support were mocked then met additional lies. So then, they waited over 7 days for an actual serious weather event to occur and now have a legitimate excuse. The parcel contains supplies that were needed for such an event and could easily have been delivered. This company is flagrantly dishonest and openly exhibits contempt for the customer. And finally, I am convinced they intend to never make the delivery. Based on what they've done so far, this is a very rational expectation.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 07/11/2024

  Hello,
  
  Please re-open my case with UniUni. The package remains undelivered, as exhibited by the tracking number. Please also monitor their reply for duplication or repetition of previous reply and note the possibility of an endless loop.
  
  To accomplish anything with or regarding this complaint, I permit all actions including but not limited to copy/paste of  any and all data. All other actions necessary to pursue this complaint are granted.
  
  ******** *******

  

  Business Response

  Date: 10/11/2024

  Hello ********,
  Thank you for your patience, and we apologize for the frustration and disappointment caused by the handling of your delivery. We take full accountability for the delays, lack of clarity, and the inconsistencies youve experienced in the process. Your concerns are absolutely valid, and we understand the impact this has had, particularly given the essential nature of the parcels contents.
  Upon further review, weve confirmed that, despite multiple escalations to our warehouse, your package has yet to be booked for delivery. We apologize for the initial explanations provided regarding traffic and weather impacts, which did not fully reflect the true status of your parcel. Its clear we have fallen short in maintaining clear, consistent communication, and we regret the confusion this has caused.
  As of now, we have escalated this matter directly to our Operations Team to prioritize your package. Given the 30-day holding policy at our warehouse, we cannot guarantee the parcels availability, but we are making every effort to locate it. You can expect to see movement on the tracking number by next week, and we will keep you updated every step of the way.
  We appreciate your patience and your persistence in holding us accountable. Please rest assured that we are committed to resolving this matter and preventing similar issues in the future.
  Best regards,
  UniUni 

• Initial Complaint

  Date:03/10/2024

  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 product online and was expecting it today however their incompetent drivers apparently don't know how to deliver a package to a *** store mailbox. No contact was directed towards me either and the email sent to me reads that they apparently tried. At this point I would submit a ticket them but of course their website doesn't even work. Have no idea how this company is still running despite what seems to be constant failures to fulfill a service they're supposed to specialize in.

  

  Business Response

  Date: 11/10/2024

  Dear *****,

  Thank you for bringing this matter to our attention. I understand how frustrating it can be when a delivery doesnt go as expected, especially when you were anticipating the arrival of your package.
  After reviewing the details of your delivery, I see that there was a one-day delay, as the driver returned the parcel to our warehouse on the first attempt. However, I am pleased to confirm that the parcel was successfully delivered on 2024-10-03 at 14:35:49.
  Additionally, we have located your support tickets in our system, and I want to assure you that they have been addressed and resolved. I apologize for any confusion or inconvenience caused by the lack of direct contact during this process. We strive to ensure that our drivers follow the proper procedures and provide timely updates to our customers. Your feedback is valuable, and we will use it to improve our service and communication with customers going forward.
  If you have any further questions or need assistance, please do not hesitate to reach out. Were here to support you and ensure your future experiences with us are seamless.
  Thank you for your patience, and we hope to serve you better in the future.
  Best regards,

  UniUni

• Initial Complaint

  Date:02/10/2024

  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 bridesmaid dress 8/14/24, arrival 9/01/24 was projected. I called 9/14/24 to be told the address was wrong, it isn't! Requested 2nd delivery to a different address 9/12/24, promised 7 business days delivery, nothing! Called again, told it is escalated to supervisor and will be resolved. Told sup will call, no one called! Called next day and explained, AGAIN, the situation, promised that rep ***** will speak with supervisor and CALL BACK. Nothing! Got email promising delivery 10/01/24 and that supervisor and team were updated regarding the issue. NOTHING! Called yet again, stayed on hold for half an hour, it rang and someone disconnected the call. Called again and been on hold for 25 mins waiting to speak with someone. This is a bridesmaid dress for 10/24/24 wedding that needs alterations!!!!! I now have no dress and no time for alterations! No one there cares about the situation and their s**** **** I am at my ***** end! It has been almost 2 MONTHS!

  

  Business Response

  Date: 03/10/2024

  Dear Alexandra,

  Thank you for reaching out, and we sincerely apologize for the continued frustration and delays with your bridesmaid dress delivery. We understand how important this delivery is, especially with the upcoming wedding date, and we are committed to resolving this issue as quickly as possible.
  Upon reviewing your support ticket (1120406), I can confirm that the VIP Client Relationship Manager responded on October 2nd, 2024, at 2:30 PM, and escalated your tracking number to the warehouse supervisor for priority booking. The warehouse is aware of the parcel, and we are currently awaiting an available route to place it for delivery.
  We understand that this has caused significant inconvenience, and we truly regret the delay. Please know that we are doing everything we can to ensure your package reaches you as soon as possible. If you have any further questions or concerns, please don’t hesitate to contact us.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

• Initial Complaint

  Date:02/10/2024

  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.

  My order UUS49T0578489551090 was supposed to arrive between the original dates of Oct 7th - Oct 9th I get a text this morning October 1st around 7:54 am out of no where saying my package was out for delivery then I get another notification around 12:12pm saying the delivery failed mind you no one came to my door to deliver anything I get the same notification around 6:13pm saying another failed delivery I called customer service for Uni Uni logistics & have gotten no help all they can tell me is to wait 48hrs & what makes it worst I cant even speak with a live representative from ***** it almost feels like a scam you dont really give anyone a way to reach out just in case they have an issue which happens in most cases with this company at this point I dont even want the product I ordered I just want a refund so

  

  Business Response

  Date: 03/10/2024

  Dear Dale,

  Thank you for reaching out, and we sincerely apologize for the frustration you experienced with the delivery of your SHEIN order. We understand your concerns about the failed delivery attempts and the difficulties you faced.
  Upon reviewing your order, we can confirm that the vendor fulfilled the order ahead of the original schedule, and our driver made two delivery attempts on October 1st, 2024, at 11:56 AM and October 2nd, 2024, at 10:31 AM. We apologize that these attempts were unsuccessful.
  However, we are happy to inform you that the driver was able to connect with you via telephone on October 3rd, 2024, at 8:49 AM, and your parcel was successfully delivered on October 3rd, 2024, at 10:50 AM.
  Additionally, we have reviewed your support ticket, and I can confirm that it was responded to within the designated timeline that we provide our agents. We appreciate your patience and understanding throughout this process.
  If you have any further questions or concerns, please don’t hesitate to reach out.
  Best regards,

  UniUni

• Initial Complaint

  Date:02/10/2024

  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 off ***** (7-13-24) and uniuni was delivering. Although weve placed orders in the past with no issue this time my address seemed to be wrong so I quickly fixed it as soon as it was bought to my attention. I was told that it was delivered but never received anything. Followed up with ***** and they said to follow up with uniuni as they are delivering the package.i talked to UniUni and they emailed me a picture of the package as if it was delivered but the background doesnt show a house mailbox anything. Just a picture of the package. They also sent a separate picture of a house on my block(looked like a picture you get off ****** maps). I went over to that house and they didnt receive anything. Reached back out to them they were no help. Talked to ***** about it and they said nothing can be done since its outside of the time frame. Spoke to uniuni again and they said theyd refund me up to $100 but I refused and said I wanted a full refund and they sent an email to confirm it and give them my ****** id. Ive waited for it to hit my account but nothing. This happened on 8-14-24. Ive called and emailed and have been getting the run around since. Ive provided them with everything they need and anytime I speak with them they say theyre going to escalate it but nothing gets solved. Were in October now and I still have not gotten a refund. I let them know I was contacting BBB and they said not to and that 24-48hrs I should see it in my account. Still nothing

  Customer Answer

  Date: 08/10/2024

  I understand that ***** should have corrected this but theyre not willing to refund or do anything on this matter. They kept telling me to contact the shipping company and by the time they investigated and found out it was never delivered ***** told me its out of the return/refund time frame. So when I told that to uniuni they told me they are going to refund me and to send them my invoice along with my ****** id. They keep saying that a refund was issued however theres nothing pending or received in my account. Whenever I call to ask they tell me theyre going to escalate it. I have most of this in writing via emails.
  Sent from my iPhone

  

  Business Response

  Date: 13/10/2024

  Dear ******,

  Thank you for reaching out, and we sincerely apologize for the continued inconvenience regarding your refund. Our records show that the refund was processed on September 6, 2024, but we understand that you have not yet received it.
  We have alerted our Finance Team to review the status of your refund and verify whether it was successfully sent and accepted. As soon as we have confirmation, we will follow up with you through your support ticket (#*******).
  We regret the delays youve experienced and appreciate your patience as we work to resolve this issue. If you have any further questions or concerns in the meantime, please dont hesitate to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 16/10/2024

   
  Complaint: 22366960
  
  I am rejecting this response because: the response given is similar to what they have been telling me since September after they said it would be 1-2 business days to receive a refund. Its like going around in a circle with no real resolution. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 07/11/2024

  The issue has NOT been resolved. UniUni continues to send me the same email about a refund being processed but its been a month now and I have not received a dime from them. They wont provide me with proof of a refund being processed, they hang up any time I call and ask them for an update, they never answer my questions when I email only an automated response. No progress has been made or initiated 

  

  Business Response

  Date: 19/11/2024

  Dear ******,

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused. We understand how upsetting it is to experience ongoing delays and miscommunication, especially when youve taken every step to resolve the matter.
  After reviewing your case, we can confirm that weve attempted to process your refund twice, but both attempts went unclaimed. Its possible there was an issue with the email address provided for the refund. To resolve this, we kindly ask you to verify the correct email address associated with your ****** account so we can promptly resend the refund.
  Were committed to making this right and ensuring this process is completed as quickly as possible. Thank you for your patience, and we look forward to resolving this for you soon.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 16/12/2024

  Hello, 
  I still have not received anything from them. Not an email, not a payment, nothing. I thought that I was agreeing to what they were offering..not closing the case. What do I do now?  
  Sent from my iPhone

  

  Business Response

  Date: 23/12/2024

  Good day,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you've encountered regarding your order and refund.
  It appears that a refund was sent but went unclaimed. We will have our finance team resend the refund to your ****** account. Please ensure to check your spam folder for any related emails.
  We understand how important this matter is to you, and we are committed to resolving it promptly. Your feedback is invaluable in helping us improve our service.
  Please let us know if there is anything else we can do to assist you further. Thank you for your patience and understanding.
  Sincerely,
  UniUni

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22366960
  
  I am rejecting this response because: after months of calling and emailing I finally received a refund of $97.  ****** took a $3 fee. However, we agreed on a full refund of $130 and some change. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/01/2025

  Dear ******,
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the discrepancy in the refund amount and any frustration this has caused.
  We have escalated this issue to our Finance Team, who will address and correct the error within the next 48 hours. You will receive an update once the adjustment has been processed.
  We appreciate your patience and understanding as we work to resolve this issue for you. Should you have any further questions or concerns in the meantime, please do not hesitate to contact us.
  Best regards,
  UniUni 

• Initial Complaint

  Date:01/10/2024

  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.

  Now one thing I dont like to do much of is complain. However i have several issues. With UniUni 1. The phone number to call when trying to reach customer services is ALWAYS BUSY cant get a simple ring anywhere.2. When actually speaking someone from ****** and *** they fabricate all tons of lies. Saying they did everything i requested.3. When telling the driver to contact me in **** near all forms of communication just for the driver to say failed delivery attempt ****** me off. I left detailed instructions on how to let me know when they are arriving and where to leave the package. Guess what I received nothing. 4. This has been the worst experience Ive ever had with any deliverys services. I would have rather had a Casper delivery my package vs to this company. 5. Also dont get me started with the website and how it looks as if a 6 month old child just threw pictures on a web page. The chatbox is just as useless as the customer service ***** I just want my package and I would never make sure I order from you all ******** seeing this is a normal trend that you guys just cant get it together.

  

  Business Response

  Date: 03/10/2024

  Dear Devonte,

  Thank you for sharing your concerns with us. We sincerely apologize for the frustration you’ve experienced, and we want to address each of the issues you raised.
  

  Phone Line Issue: We would like to confirm the phone number you attempted to reach. Our lines should not be busy, and we are eager to investigate any problems to ensure our phone system is functioning correctly.
  Clarification on Previous Communication: We understand your concern about inaccurate information. If there were any misunderstandings or incorrect details provided by our team, we’d like to investigate further. This will help us address the issue internally and ensure accurate communication moving forward.
  

  Delivery Instructions and Confirmation: We reviewed the delivery instructions you provided (contact via call and text at (832) 807-9815, leave the package in the mailroom or at the apartment door). One of our phone agents added these instructions to the tracking on 2024-09-28 at 17:57:56. However, we sincerely apologize that the driver did not follow these instructions. We have escalated this feedback to the driver’s manager for follow-up. Your parcel was delivered on 2024-10-02 at 09:22:48 to 1619 N Frazier St, Conroe, TX 77301, and a reply to your ticket, including proof of delivery photos, was sent on 2024-10-02 at 1:50 PM.
  

  Website Feedback: We also appreciate your candid feedback regarding our website and chatbot. We are continuously working to improve these platforms, and your input will be valuable in helping us make those changes.
  

  We truly regret that your experience didn’t meet your expectations, and we’re committed to improving our service. If there’s anything else we can assist with, please don’t hesitate to reach out.
  

  Thank you for your patience and understanding.
  

  Best regards,

  UniUni

• Initial Complaint

  Date:01/10/2024

  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 9/28/2024 my package UUS49M0454476838209 was supposed to be delivered. They didnt send me any notification that my package had the wrong address, which it did not, and was being returned to the warehouse. They dont even give me the address of the warehouse so I cant pick my package up. Ive filled out their ticket support 4 times and have called 6 times and was placed on hold for more then 20 mins on each call. No one even answered me, they just hung up.

  

  Business Response

  Date: 03/10/2024

  Dear *****,

  Thank you for reaching out, and we sincerely apologize for the frustration and delays you've experienced with your delivery. We have located your support ticket (*******), which was submitted on Monday, September 30th, 2024, at 9:11 AM. Our customer service agent responded shortly after on Monday, September 30th, at 9:15 AM, requesting confirmation of your shipping and contact details. You confirmed this information on Monday, September 30th, at 9:18 AM, and our agent followed up at 11:40 AM confirming that the second delivery had been booked.
  Please note that you can expect to receive your parcel within the next 7 business days. We sincerely apologize that there was no notification regarding the incorrect address initially and for the issues you encountered when trying to reach us. We are actively working on improving our response times and communication to prevent this from happening in the future.
  If you have any further questions or concerns, please feel free to reach out to us, and well be happy to assist.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 04/10/2024

   
  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,
  
  ***** ****

• Initial Complaint

  Date:01/10/2024

  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 building does not have a concierge or remote way for me to open a door. However, I have been receiving packages for a month without issue.For this order, UniUni could not deliver to my address as apparently, they needed access to my building. I called them once and told them they could leave my package anywhere in front and I would deal with consequences. They said they would inform the driver. The next day, the driver calls and refuses to follow directives. I call again to inform them when they tell me they will ensure the driver follows. The next day, the driver calls but by the time I can respond, the call is hung up and I am not able to call them back. The package still did not get delivered the third time and instead, is sent back to the warehouse.I have e-mailed them and they do not respond in time.I have informed them twice that I would take responsibility and they still did not leave my package.Due to their system and errors, I was unable to receive my package on time and had to spend money to buy another dress to attend an event for which I needed the dress in the ********** such, I believe I need some sort of compensation for the delay and errors as well as blatant lack of care from their driver who refuses to follow directives I have provided.They are also unable to give me a timeframe of when to expect delivery so I cannot even make sure that I am home.

  Customer Answer

  Date: 08/10/2024

  Hi there,
  
  I was locked out of my e-mail for some time so I could not get back to you in regards to my complaint (22358227).
  
  I believe you need a tracking number - here it is: JY249H40U001113323
  
  Thanks,
  Nari

  

  Business Response

  Date: 13/10/2024

  Dear Nari,

  Thank you for bringing your experience to our attention. We sincerely apologize for any frustration caused during the delivery process. Please rest assured that we will share your feedback with the drivers manager to ensure this issue is addressed appropriately.
  However, we can confirm that your parcel was successfully delivered on 2024-10-08 at 16:40:38 to the following address:
  ************************************
  The Proof of Delivery photos have also been provided through your support ticket (#*******) for your reference.
  If you have any further concerns or questions, please feel free to reach out. We appreciate your understanding and thank you for your patience.
  Best regards,

  UniUni

  Customer Answer

  Date: 15/10/2024

   
  Complaint: 22358227
  
  I am rejecting this response because:

  I had to call a 10th time if not more to reiterate everything I had said and threaten to ask for a refund for UniUni to take action. I also had asked for some sort of follow-up on my complaint against the delivery driver that kept getting assigned to me despite my requests as he refused to follow directives I had sent to the company. I have heard nothing back. 

  My package was 3 weeks late and I missed quite a few days of school/work to try and be there for the package. Even when I was home, the driver would not call me or hang up immediately, meaning the package would still not get delivered. On top of that, I had to repurchase items that were meant to come with this package as I needed them while the company was REFUSING to assist me properly. As such, I have had to suffer consequences financially and professionally due to trying to get this package as the driver was making it seem like it was my fault they would not deliver.

  Addtionally, every single one of my e-mails was essentially ignored in content and I was fed lies continuously (ex::I was told I would get a package within 72 hours over the phone which then changed to 7 days by e-mail which changed again to another 5 days).

  No follow-up action or proper apology has been issued by the company. Now that I received my package, it seems the company has resolved all the issues I brought up. The issue is that customer rights are not respected and customer complaints are ignored unless they request a solution such as a refund.

  So no, I do not accept this response since it's not a real apology and none of my concerns were taken seriously.
  
  Nari Ait Hamou

• Initial Complaint

  Date:01/10/2024

  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 ordered from a company that use this company to send orders, 2 times i have had my packages at my gate by sidewalk, where anyone could come and just grab it and walk off with my stuff. i have tried to get ahold of the company and no good or return emails, i want my packages brought to my house porch no gate to sidewalk .

  

  Business Response

  Date: 03/10/2024

  Good day,

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience caused by the placement of your packages and any lack of communication from our team.
  Unfortunately, we were unable to locate a support ticket under your name, email address, or phone number. To help us investigate this matter further, could you please provide your tracking number? This will allow us to escalate the issue to the warehouse responsible for your delivery and ensure your future packages are brought directly to your porch as requested.
  We truly appreciate your understanding and look forward to resolving this for you.
  Best regards,

  UniUni