Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

uniuni has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/08/2025

  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.

  Hi, *** bought many times from *** express and each time Uniuni is the one responsible for delivering my packages something has to go wrong. Last time I didnt even get my package and couldnt get a refund either . This time tho they have tried to deliver my package multiple times but have failed, had a number call but they hung up as soon as i answered and each time I tried to call back they would hang up.

  

  Business Response

  Date: 14/08/2025

  Good day,

  Thank you for sharing your detailed feedback. We understand how frustrating it must be to have repeated delivery issues and difficulty reaching us by phone.
  We have located your support ticket and sent a request to clarify your delivery address so we can proceed with booking your Second Delivery attempt. We will also be reviewing the calls related to your case internally to ensure this matter is addressed appropriately.
  Once we receive your address confirmation, we will work to get your delivery scheduled as quickly as possible.
  We appreciate your patience and the opportunity to address these concerns directly.
  Sincerely,

  UniUni

• Initial Complaint

  Date:06/08/2025

  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 was supposed to get a delivery on Aug 1. I was home all day. My apartment has a lobby open until at least 5:00 PM EST and has another entrance through the parking area that has had a 24/7 open gate for the last few weeks. Therefore my building was accessible by anyone at any time. I also have a camera that proved no one came by. I submitted tickets but jokingly immediate response. I called their customer service number and the associate refused to help me. No contacting the delivery person. No setting up a new delivery date. No adding of additional delivery instructions. He told me on Aug 1 that I had to follow the tracking myself, wait until it got back to their warehouse, THEN call again or it would return to sender. Aug 2 it was still "returning to warehouse". Aug 3 10:37AM I got an email saying it was out for delivery again. I sent more emails to make sure instructions we up to date just in case the garage gate was fixed and closed again. No delivery ever came. Aug 4 it still says out for delivery. I tried calling customer service but never got an answer. ******* I sent another email. 2:56 PM I get an email saying they couldn't deliver yet again!!! The lobby and garage ARE STILL OPEN. And no one called either. This is a shady, lazy, lying, delivery service. I have never had issues like this coupled with essentially zero customer service support.

• Initial Complaint

  Date:06/08/2025

  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 placed an order on a e-commerce website and the seller used ******* as the delivery company.The package was delivered according to ******* but I havent received it and is nowhere to be found.The seller refuses to refund me as long as I dont have a declaration from ******* that the package is lost, missing or stolen. Ive contacted ******* several times but my last emails remains unanswered.

  

  Business Response

  Date: 14/08/2025

  Dear *********,

  Thank you for reaching out to us. Our records confirm that your parcel was delivered correctly to the front door of your residence.
  Unfortunately, because the parcel was delivered as addressed, this case falls under theft after delivery. As such, it does not qualify for a lost/missing/stolen declaration letter from UniUni. We understand how frustrating this situation is, and we sincerely apologize for the inconvenience this has caused.
  We recommend sharing this information with your seller and, if applicable, filing a report with your local authorities for further support.
  Sincerely,

  UniUni

• Initial Complaint

  Date:01/08/2025

  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 was told twice by chat and email that our business is closed on Sundays and Mondays yet they still tried to deliver when we are closed.

  

  Business Response

  Date: 05/08/2025

  Dear ****,

  Your parcel was returned to our warehouse on July 22, 2025 at 4:58 PM. There have been no scan updates since that time. We have contacted the warehouse directly to confirm the current location of your parcel and ensure it is recovered and processed correctly.
  You clearly communicated through both chat and email that your business is closed on Sundays and Mondays. A delivery attempt was still made during your closed hours, and that should not have happened. Your instructions were not followed, and we agree that this caused unnecessary delay.
  This has been flagged with our operations team and we are working to resolve the issue without further delay.
  UniUni.

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23685926
  
  I am rejecting this response because: I have not yet received the package. Once received I will close this case.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 14/08/2025

  Dear ****,
  Your parcel was returned to our warehouse on July 22, 2025, at 4:58 PM. There have been no scan updates since that time. After investigation, we must confirm that the parcel is lost.
  You clearly communicated through both chat and email that your business is closed on Sundays and Mondays. A delivery attempt was still made during your closed hours, and that should not have happened. Your instructions were not followed, and we agree that this caused unnecessary delay.
  This matter has been flagged with our operations team, and we have assigned an agent to provide you with a resolution within the next 24 hours.
  Sincerely,
  UniUni

  Customer Answer

  Date: 19/08/2025

   
  Complaint: 23685926
  
  I am rejecting this response because: The package is STILL LOST and I am out both money AND the package. This is not acceptable.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am total frustrated with *********************** orders were to arrive the 28th of July, and they did arrive the 29th and then they said out for delivery immediately after arriving in my area. Its now Thursday eveningthe 30th at 8:30pm and still no product.I checked the delivery status at 7pm and one of the items said failed delivery attempt. REALLY! I have been home all day and I also have a ring camera that shows the whole front of my house and No One attempted any delivery. I called UniUni support and sat on hold 55 minutes, the gentleman who answered said he would leave a note that no one tried to deliver it. And that the second order would be delivered by different driver??? Why??? That makes no sense.why wouldn't they be delivered together. I would just like my orders delivered and not to lied to. This has been a terrible experience with this company.

  

  Business Response

  Date: 05/08/2025

  Dear ********,

  Two packages associated with your order were delivered to *************************************** on August 1, 2025. ******** times were as follows:
  U999856175360461 at 6:53 AM
  U999856195451102 at 3:54 PM
  We understand your frustration with the conflicting updates and the failed delivery scan that did not reflect your experience. Your point about being home with surveillance in place is noted, and we agree that delivery status should always reflect what actually occurs at the door.
  Regarding the delivery timing and separation, our system dispatches parcels as they are received into the local delivery network. We do not always receive multiple parcels for the same customer at the same time, and as a result, they may be delivered by different drivers on separate routes. This is not a decision made manually but a reflection of how the parcels enter and move through the system.
  That said, the experience leading up to your delivery, including the hold time and unclear communication, did not meet the standard we expect. We are reviewing this case with the relevant teams to ensure that delivery statuses are accurate and support interactions are clear and helpful.
  UniUni.

• Initial Complaint

  Date:29/07/2025

  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 the last carrier for an order I purchase through mercari. After it has been shipped to their warehouse, they said that they would deliver by July 21. Now, my package has been "supposedly" in the warehouse for almost 10 days now. When I try to contact them, I'm left with a bot response that they're sorry they didn't ship on time. Additionally, I made a complaint on their website and they said they would respond in 48 hours and they didn't. They have officially either lost my package or stole it because they will not even provide me an update on where it could possibly be in the warehouse.

  

  Business Response

  Date: 05/08/2025

  Dear Jasmine,

  The parcel tied to your order was delivered on July 31, 2025, at 5:25 PM to *************************************. Tracking records confirm that prior to reaching our network, the parcel was delayed at customs.
  Once the parcel was released and entered our network on the morning of July 31, it was scanned, routed, and delivered within the same day. There were no delays on our end once the parcel was in our possession.
  We acknowledge that the lack of proactive communication during the customs hold created unnecessary frustration. Our system did not provide meaningful updates during that period, and thats something we are actively working to improve.
  We appreciate your patience and understand that waiting with no clear updates is unacceptable, regardless of where the delay originates.
  UniUni.

• Initial Complaint

  Date:29/07/2025

  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.

  Three failed delivery attempts, long waits on the phone for customer service. All I can guess is that you can't keep enough staff on hand to fulfill the deliveries and so they keep getting postponed. This is the worst delivery service that I know ofhow did you ever get a contract with ****** and an A rating on BBB???

  

  Business Response

  Date: 19/08/2025

  Dear *******,

  We sincerely apologize for the long delays and the difficulties you experienced with this delivery.
  After reviewing your case, we can confirm that your parcel followed an extended tracking path:
  Shipping details were first received on July 11, 2025.
  The parcel arrived at our warehouse on July 22, 2025.
  It was finally delivered on July 30, 2025, at 4:21 PM.
  We also acknowledge that the delivery address on record was not valid, which contributed to the confusion and delay. Despite this, the parcel was ultimately delivered successfully. We will enclose the proof of delivery for your reference.
  We recognize that during this process, you experienced three failed delivery attempts, long hold times, and unhelpful responses from our customer service team. This is far from the level of service we expect to provide. We deeply regret the inconvenience and frustration this caused and thank you for the opportunity to serve you despite the challenges.
  We are reviewing this case with our operations and customer service leadership teams to strengthen both communication and process reliability going forward.
  Sincerely,
  UniUni

• Initial Complaint

  Date:25/07/2025

  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 have not delivered my product. They have had it in their possession for over two weeks. The first time they said it was an address issue. I provided them with my address. It took another week for attempt of delivery and now they are reporting issues with the delivery I tried reaching out to them and they are no longer responding to me.

  

  Business Response

  Date: 24/08/2025

  Dear *****,

  We understand how frustrating this delay has been for you, and we appreciate the patience you have shown while waiting for your parcel.
  Temu has recently updated their delivery policy, and we are now able to book a second delivery attempt for your order. To proceed, we kindly ask that you respond to the email we sent requesting confirmation of your correct address. Once we receive your reply, we will schedule the second delivery immediately and provide you with updated tracking details.
  We apologize for the inconvenience you have experienced and remain committed to completing this delivery as quickly as possible.
  Kind regards,
  UniUni

• Initial Complaint

  Date:23/07/2025

  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.

  Im writing this complaint due to two of my packages marked as undelivered. To further explain, how reaching out to company I have still not received a package or resolution. First Package/First Encounter One of the companies (RAW Activeware) that I ordered from reached out on my behalf attaching me to every email in reference to this email. I even offered to pick up my own package. The tracking information on the site will suggest they made attempt but failed. They will request additional information to attempt another delivery. Just to inform you later that your address is outside of their service area and to contact the vendor. The company (**************) followed up let them know that they would be willing to use another courier to make sure the items get to me. They NEVER RESPONDED.Second Encounter/Second Package I realize this company I was ordering from was using the same courier and that when I realized I would be reliving the same nightmare. The product I purchase was daily journal from ********. I reached out to the company email let them know that I would just like a refund because I didnt even feel like living through the misery again. I have attached all proof. I also contacted them today 7/22/25, no resolution. Package 1: Raw Activewear UUS5621262315304152 Package 2: UUS5770452478344018

  

  Business Response

  Date: 29/07/2025

  Good day,

  Thank you for reaching out, and we sincerely regret the inconvenience youve experienced.
  After reviewing both tracking numbers, it appears that your delivery address falls outside of our current service area. As a result, delivery attempts could not be completed, and per UniUnis U.S. operational policies, customer pickups from the warehouse are not available at this time.
  Both parcels are currently being returned to the respective vendors. Once received, the vendors will be able to either issue a refund or arrange alternative delivery using a different courier, depending on their policies.
  We understand how frustrating this situation has been and appreciate your patience. If you need further assistance or documentation to support your communication with the vendors, please let us know.
  Regards,
  UniUni 

  Customer Answer

  Date: 31/07/2025

   
  Complaint: 23638292
  
  I am rejecting this response because
  Id like documentation to support your communication with the vendors and the tracking for the return of these products to the vendor.

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

  

  Business Response

  Date: 05/08/2025

  Good day,

  We have contacted our operations team regarding both tracking numbers and are currently confirming the return status for each parcel.
  As previously shared, the delivery address provided falls outside of our current service area. Because of this, the parcels could not be delivered and are being returned to the vendors. At this time, our U.S. operations do not support customer pickups from the warehouse.
  We understand your request for documentation and tracking to support confirmation of the returns. This request has been added to your support ticket, and once we receive updated scan or return confirmation from the warehouse, we will follow up directly through that channel.
  Thank you for your patience while we wait for the necessary details from our internal team.
  UniUni.

• Initial Complaint

  Date:21/07/2025

  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.

  There are several issues I want to bring to your attention:Tracking Information Visibility: I was unable to view the UniUni tracking number until after the package was marked as delivered. This prevented me from leaving any delivery instructions or monitoring the final delivery process.Lack of Delivery Attempt Notification: My phone number was clearly listed on the shipping label, and I have a functioning doorbell. Yet, the courier made no attempt to contact me or notify me of their delivery. No call, knock, or ring was made.Package Left Unattended: Instead of ensuring safe delivery or at least notifying me, the package was left in an open, unsecured areamaking it easy for anyone passing by to take it. This is *************** a result, my package is now missing, and I am extremely dissatisfied with how this delivery was handled. I request an immediate investigation and a resolution for the lost item.

  

  Business Response

  Date: 22/07/2025

  Dear ********,

  Thank you for your message. Weve reviewed the delivery for tracking number UUS57C0568503210919 and would like to provide the following clarification.
  The tracking number has been publicly visible and accessible on our website prior to delivery. Weve included a screenshot confirming this and have reached out to our IT team to verify if any delivery notifications were issued. We will follow up once we receive confirmation.
  The driver did not call at the time of delivery. Drivers are not required to call unless they are unable to access the address or locate the unit. The delivery photo shows the package was placed at the unit door. Drivers are instructed to knock or ring the bell, and we are currently reviewing whether that was done in this case.
  If you recognize the door in the delivery photo as your unit, the package is considered successfully delivered. If the item is now missing, we recommend contacting the vendor directly to initiate a claim. UniUni cannot issue replacements or refunds, but we will fully support the vendors investigation if they reach out.
  For future deliveries, we recommend exploring home-based solutions such as lockable parcel benches, drop boxes, or door-mounted hangers to help secure deliveries when no one is home.
  We will follow up regarding delivery notifications once we complete the IT review.
  Sincerely,

  UniUni