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:18/09/2024

  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.

  Wow! This is the craziest companies *** ever experienced. I ordered a package and they said yall was going to steal and yall did it exactly step by step how they said yall was gone do it.. I dont even want the package anymore. I just want to document this experience annd file a joint claim with others and put it on *******. You guys are literally thieves as a company. I contacted the company they said they escalated the issue and I would be contacted back in 48 hours. Its been 5 days! WE HAVE TO FILE A JOKNT SUIT AGAINST THIS COMPANY

  Customer Answer

  Date: 18/09/2024

   

   

   

  UUS4980835444733906
  

  Wow! This is the craziest companies *** ever experienced. I ordered a package and they said yall was going to steal and yall did it exactly step by step how they said yall was gone do it.. I dont even want the package anymore. I just want to document this experience annd file a joint claim with others and put it on *******. You guys are literally thieves as a company. I contacted the company they said they escalated the issue and I would be contacted back in 48 hours. Its been 5 days! I CALLED THEM BACK AGAIN THEY HUNG UP!!!! NOW THEY DONT PUCK UP MY CALLS AT ALL!!!!! THEY ARE OUTRIGHT STEALING PACKAGES THATBARENT WORTH A DIME!!! WE HAVE TO FILE A JOINT SUIT AGAINST THIS COMPANY

  Customer Answer

  Date: 18/09/2024

  ****** Hayes 

  tracking number :: UUS4980835444733906

  

  Business Response

  Date: 25/09/2024

  Dear ******,

  We sincerely apologize for the frustration and disappointment you've experienced with your recent delivery. We understand how upsetting this situation has been, and we take your concerns seriously.
  Upon reviewing your case, our records show that our Customer Support team responded to your inquiry on September 19, 2024, providing Proof of Delivery photos. The parcel was delivered to *************************************************************, on September 19, 2024, at 10:12 AM, following two failed delivery attempts. We regret that the driver did not update the reason for those failed attempts, and we understand how this lack of clarity has contributed to your concerns.
  We appreciate your patience and feedback throughout this process. If theres anything more we can assist you with or clarify, please dont hesitate to reach out. We are here to help.
  Sincerely,

  UniUni

• Initial Complaint

  Date:17/09/2024

  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.

  The tracking for my package was indicated as "Out for delivery" on the 2024-09-08. I was home and no delivery attempt was made. Then, I get a "Failed delivery attempt, returning to the warehouse. (Wrong Address). " notice, which it wrong since it is the same address from my previous orders. I opened two tickets to get more information but I got no responses. Their bot chat on their website says that multiple delivery attempts have been made, but it is impossible and incoherent with the tracking history shown.

  Customer Answer

  Date: 19/09/2024

  The tracking was included in the info, by where it is again :  JY248X10U446122804

  

  Business Response

  Date: 25/09/2024

  Dear Pascal,

  We sincerely apologize for the frustration and confusion you've experienced regarding your recent delivery. After reviewing your support tickets, **** discovered that one of our agents mistakenly closed your ticket without providing a response. This is certainly not the standard of service we strive for, and we will be providing the agent with additional training to ensure this does not happen again. We appreciate your understanding and patience as we work to improve.
  In regards to your package, we can confirm that it was successfully delivered on September 23, 2024, at 12:40 PM to ***************************************************************************************. We have also included the Proof of Delivery (POD) pictures for your reference.
  Once again, we apologize for the inconvenience this situation has caused. Should you have any further questions or concerns, please feel free to reach out, and we will be happy to assist you.
  Sincerely,

  UniUni

• Initial Complaint

  Date:16/09/2024

  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.

  Every time uniuni makes a delivery at our house, which has happened at least a dozen times now, they do not put the package in the box for deliveries. In the delivery photos for for the most recent delivery, you can see the package was dropped right in front of the sign that asks that packages be put in the box. The box is about 1 foot from that sign. When packages are not put in the box, they often get stolen. Every other carrier follows the instructions on the sign and puts the package in the box. Uniuni carriers NEVER puts the packages in the box. I tried to contact UniUni about this issue, but when I fill out the contact form on their website, it just says "Failed to create ticket. Please try again." I tried to fill out the contact form several times.

  

  Business Response

  Date: 19/09/2024

  Dear ***,

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience youve experienced with our deliveries. We understand how frustrating it is when delivery instructions are not followed, especially when it leads to potential risks like package theft.
  We have forwarded your concern to our Operations Team for further review to ensure that proper delivery practices are followed in the future. We are also investigating the issue with our contact form, and we apologize for any trouble you had trying to reach us through that channel.
  We truly appreciate your patience and understanding while we work to address this. Please dont hesitate to reach out if you need further assistance in the meantime.
  Best regards,/

  UniUni

  Customer Answer

  Date: 29/09/2024

   
  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'll continue to monitor the situation.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:16/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second complaint filed against uniuni. Just two weeks ago uniuni claimed to have resolved their issues and actually delivered a package instead of saying "wrong address" and returning my orders to *****. Well, uniuni did it again. Just took a parcel of over 200 dollars value, claimed "wrong address" again and said they are returning my package.

  

  Business Response

  Date: 18/09/2024

  Dear *****,

  Thank you for bringing this issue to our attention, and we sincerely apologize for the frustration this has caused. After reviewing the situation, we found that while the address provided was correct, the formatting did not meet our system's requirements. We have since corrected this error and escalated your tracking number to the warehouse supervisor for immediate booking.
  Once the warehouse confirms the booking, we will follow up with you directly via your support ticket #******* to provide further updates.
  We truly appreciate your patience as we work to resolve this for you, and we are committed to ensuring that this issue does not happen again.
  Best regards,

  UniUni

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22289280
  
  I am rejecting this response because:

  This is the seventh package that I have had to endure the lies from this company on. Their driver doesn't pay attention to the ****** Maps ping, which is directly on my house, then claims come about wrong address and wrong format. Meanwhile I call and write and uniuni claims it is scheduling a redelivery, which is a pile of lies. I check tracking and it says package is being returned. Once I see "package is being returned" in red I know this package will be sent back to *****, because NOT ONCE has uniuni EVER honored a reschedule. See same prefab email attachments sent.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 25/09/2024

  Dear *****,

  Thank you for your continued patience as we investigate this matter. We truly apologize for the repeated frustrations youve encountered and for the difficulties you've experienced with past deliveries. We understand that this situation has been challenging, especially given your past experiences.
  Upon reviewing your case, our records show that you were informed on September 23, 2024, at 1:55 PM that the second delivery was successfully booked. I can confirm that the parcel was delivered on September 24, 2024, at 3:52 PM, after we escalated the issue to the warehouse supervisor for priority handling.
  We regret any confusion caused by prior communication regarding the return of the package and any inconvenience resulting from the driver's failure to follow the correct delivery protocols. Your feedback is invaluable, and we will continue to work on improving our delivery processes to avoid these kinds of issues in the future.
  
  Sincerely,

  UniUni

  Customer Answer

  Date: 25/09/2024

   
  Complaint: 22289280
  
  I am rejecting this response because:
  You didn't escalate anything. It took getting AliExpress involved to finally get you to remove this parcel from "return to sender" to "second delivery attempt". How do I know this? Because that "second delivery attempt was set via your online complaint page, then four days later via calling you, then 3 days later AGAIN by calling you, which means the first time I called was completely ignored, the electronic form was ignored and the second call was ignored until AliExpress contacted you. So your "escalation claim" is ust one more lie from a company who has failed to do their one job, at least for me, seven times now within two months. In the future I shall make sure NO company I do business with uses you.
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:16/09/2024

  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 placed an order on ***** on September 2 2024. The order was estimated to be delivered between September 14 2024-September 15 2024. On September ********************************************** arrival scan and was then returned to warehouse,I double checked my address and everything is correct. On September 14 there was an unsuccessful delivery attempt and Ive contacted UniUni for details on when my parcel will arrive with no answer. Id like to know when my parcel will arrive since UniUni doesnt respond through their website. My tracking number is UUS4960574440068303.This company is highly unreliable and I **** ***** stops using them.

  

  Business Response

  Date: 18/09/2024

  Dear ********,

  Thank you for reaching out to us. After reviewing your delivery details, we regret to inform you that your address is currently outside of our delivery area. As a result, the only available option for receiving your parcel is to pick it up directly from our warehouse.

  ********************************************************************
  Pickup hours are 10:00 AM to 10:00 PM, Monday through Sunday.
  

  When you come to collect your parcel, please bring a piece of picture identification. If you are unable to pick it up yourself, you can authorize a friend or family member to collect it on your behalf. In that case, they will need a screenshot of your ID and a note, text, or email from you authorizing them to pick it up.
  

  We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding. 
  

  Thank you,

  UniUni

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22287934
  
  I am rejecting this response because:
  I was unable to find the warehouse for pickup, I would prefer a refund at this point, I cant afford to go back to the location to find the warehouse as its too far and too expensive. I would like my money back as I didnt receive my parcel and Im very unsatisfied with the service. 
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 26/09/2024

  Dear ********,
  We sincerely apologize for the difficulties youve experienced in locating the warehouse for parcel pickup, and we understand your frustration with the situation.
  Since the parcel was not able to be delivered or picked up, it will be returned to the vendors warehouse after 30 days in storage. At that point, you will need to contact the vendor directly to discuss a replacement or a refund. Unfortunately, we are unable to issue a refund ourselves, as this must be handled by the vendor once they receive the returned parcel.
  We deeply regret the inconvenience this has caused and appreciate your understanding. If you have any further questions or need assistance, please dont hesitate to reach out.
  Sincerely,

  UniUni

• Initial Complaint

  Date:13/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not delivery packages and most of the time they packages are stolen by the driver and have a few fake attempts they send your package pack to the merchant. **************** keeps saying the driver will call he or she doesnt and they say you have to wait 2-7 business days for a new driver to try to deliver it again. Which never happens. Uniuni Canada- ************ Uniuni us- ************ The only time you will get your package is if you threaten to report them or if they feel like dropping it off. The drivers never call or show up. Companies needs to stop using Uniuni shipping company for services just because its cheap doesnt mean service will still be good because 8/10 your customers will not get their package because packages are stolen, no attempts and theres no claims process when this happens.

  Customer Answer

  Date: 17/09/2024

  This company uniuni is based in ****** and has several locations through the ***. My issue is with their warehouse location in ** which has terrible service. The agents and drivers do not call back when asked about the parceling being delivered. They tell me one thing but then the opposite happens. They claim the driver comes and no one has come even if I provide my contact information  and instructions the driver does not follow them nor do they call. *** had several issues with this company and each time its challenging to get my parcel. I can literally be sitting in the window waiting for the driver and my parcel and I get a notification attempt delivery failed 

  I'm very surprised some companies use uniuni due to all the complaints online and social media from customers who either never getting their package or getting them several days late due to them escalating their issues. Customers shouldnt have to get this upset and wait 2-7 days in between failed delivery attempts for their parcels or for uniuni to ship back the parcel to the merchant. 

  I should not miss days of work  because  a driver and poor customer service over a parcel that is alway late.

  Customer Answer

  Date: 18/09/2024

  They recently emailed me saying this parcel was delivered after I filed my complaint and told them I will be reporting them. I was hoping it arrived before I left for holiday but realized that would not be the case towards the end of the 2nd week of waiting for a driver to show up.  I guess they  decided to stop the process of returning my order and choice to deliver it after I had already made several attempts and waited for  drivers to show up and call to hand me my package. Even after I left for holiday the driver did not call but he did deliver the parcel. That makes me think they never sent drivers or the drivers were never showing up for all those other failed attempts. Any carrier  delivering mail to the address has full access to drop packages in the entry or mailroom drop box. 
  

  Tracking: UUSC000003588213
  
  

  

  Business Response

  Date: 25/09/2024

  Dear *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced. Please know that we have escalated the tracking number UUSC000003588213 to the warehouse supervisor for priority booking to ensure this issue is addressed as quickly as possible.
  We understand your concerns about the failed delivery attempts. The driver had marked the reason for the failed delivery as "Contact Failed" and "Inaccessible." However, after reviewing the tracking information, it does not show any indication that the driver attempted to contact you, which is a discrepancy we have already shared with the warehouse supervisor.
  We also understand that the parcel was delivered after you had already filed your complaint and made multiple attempts to resolve the issue. We regret that this occurred after such a long wait and after you had left for your holiday. Your feedback about the driver not contacting you, despite delivering the parcel, is concerning, and we are investigating this further to ensure future deliveries are handled properly.
  We appreciate your patience throughout this process and will keep you updated as we work toward a resolution. If you have any further concerns, please dont hesitate to reach out.
  Sincerely,

  UniUni

• Initial Complaint

  Date:12/09/2024

  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 reached out to this company several times regarding my packages delivery. I'm getting the run arounds and the customer service **** are hanging up the calls. This delivery company is very unprofessional. I would like my packages delivered.

  Customer Answer

  Date: 18/09/2024

  Here are the tracking numbers:
  UUS47V0455366976098
  GV24US00U001405380
  GV24US00U001423761

  

  Business Response

  Date: 25/09/2024

  Dear ******,

  Thank you for bringing these concerns to our attention. We sincerely apologize for the frustration and inconvenience youve experienced.
  We understand that youve reached out multiple times regarding your package delivery and have had issues with our customer service team, including calls being disconnected. We take full responsibility for this breakdown in communication and will be conducting a full investigation into the phone interactions to ensure this does not happen again.
  In addition, while a second delivery was booked, it appears this was missed by our warehouse. We have escalated this issue by forwarding your tracking number and booking details to the warehouse supervisor, who is now investigating why this delivery was not completed.
  Please know that we are committed to resolving this issue and taking the necessary steps to ensure this does not happen in the future.

  Thank you,

  UniUni

• Initial Complaint

  Date:12/09/2024

  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.

  The *************** as a carrier for postal items is of poor quality. The delivery date for a package is unknown. The Internet site for tracking a package is not accessible. The package may be left outside and may be on the grass. The package may be wet. The package may be stolen. The package location after delivery may be unknown. The receiver can't choose another service as the federal service prior to purchase. There are printing errors on the label for the address.

  

  Business Response

  Date: 16/09/2024

  Good day,
  Thank you for sharing your concerns with us. We would like to clarify that UniUni serves as the last-mile delivery provider, and all parcels we handle come prepackaged and labeled by the sender, ready for final delivery within *******
  We sincerely apologize for any difficulties youve experienced in verifying the tracking details. We recommend using a universal tracking tool, such as 17Track, to verify the tracking number and the carrier responsible for your package.
  If you have any further questions or require additional assistance, please feel free to reach out to us.
  Best regards,
  UniUni

  Customer Answer

  Date: 16/09/2024

   
  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:09/09/2024

  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 on August 20th 2024. This company said they tried to deliver with a fail. Im home all day everyday and they never attempted to deliver. I had packages delivered that same day. Ive called them several times and they never answer and when they do, they hang up. I was able to talk to them only once and the *** said they will attempt another delivery and that someone would contact me and that never happened. I have an event in 4 days and need the dress. ******** experience with this company!! My tracking is UUS48P0466410303033 I check their website everyday for update and nothing has been updated. They dont answer the phone, they dont email back. No communication at all!!

  

  Business Response

  Date: 16/09/2024

  Good day,
  Thank you for bringing this to our attention. We sincerely apologize for the frustration you've experienced. Upon reviewing your support ticket, we can confirm that we responded to your inquiry and have escalated your tracking number UUS48P0466410303033 to the warehouse for priority handling, as the initial delivery attempt was unfortunately missed.
  Our team is working closely with the warehouse to ensure your order is prioritized and delivered as soon as possible.
  Thank you for your patience, and we appreciate your understanding.
  Best regards,
  UniUni

  Customer Answer

  Date: 16/09/2024

   
  Complaint: 22259503
  
  I am rejecting this response because I have contacted your company more than 20 times letting you know your company never attempted to deliver the 1st time. I checked cameras and never saw anyone knocking on my door. After that I have repeatedly contact you and several times I was left on hold for more than 30 minutes and the call would be answer and hang up immediately, not giving me an opportunity to talk to anyone. I would call back again and talk to someone after attempting 2-3 times. Every time I was told anyone would get back to me and that never happened. I was very clear I had a very important event and that I needed the dress for a Quince party and unfortunately my daughter couldnt attend because all the girls had the same dress and my daughter didnt. 
  

  I even offered to pick up the package from Your warehouse and you ignored my requests by saying you would 2nd deliver in 7 days and more than 2 weeks have passed and I still dont have the package nor anyone has contacted me. I check ************************** website for tracking information and they havent updated anything since September 3rd!!!! I talk to a lady last time and she even told me to not wait and that she knew I wouldnt get the package on time. So even their own employees know what bad of a company they are!! Making false promises ! This has been a horrible experience !! No communication, false promises and not delivering or standing behind their word. I called today and still no update!! This company is a scam and should be taken down. There are hundreds of complaints from people going through the same issue! 
  

  Today is September 16th and still no package!! Whats your excuse now? 

  
  Sincerely,
  
  Yatsira ******

  

  Business Response

  Date: 19/09/2024

  Dear Yatsira,

  We sincerely apologize for the distress and inconvenience youve faced throughout this experience. Your concerns are valid, and we deeply regret that your parcel was not delivered in time for such an important event. We understand the emotional toll this situation has caused, and we extend our deepest apologies to both you and your daughter for missing the Quinceaera.
  Regarding your parcel, I want to assure you that at the time of our first interaction through the BBB complaint, we escalated this tracking number to the warehouse supervisor for priority booking. Since then, we have escalated the issue further to our Regional Manager for immediate resolution, and they are working to expedite this matter as a top priority.
  We completely understand your frustration with the delays and lack of communication, and we are actively reviewing our processes to ensure this doesnt happen again. We truly apologize for the miscommunication, call difficulties, and false promises, as this is not the experience we strive to provide.
  We will follow up with you directly as soon as there is an update on your parcel. In the meantime, if you have any further questions or concerns, please dont hesitate to reach out.
  Once again, we are truly sorry for the inconvenience and for the disappointment caused by this situation.
  Best regards,

  UniUni

  Customer Answer

  Date: 22/09/2024

   
  Complaint: 22259503
  
  I am rejecting this response because: as of today, I still dont have an update and still no package. I continue calling your company and keep getting false promises and nothing happens. All you do is giving BBB excuses without doing anything about it!! Your company is bad and very unprofessional. Youre careless and dont care about clients. 
  
  Sincerely,
  
  Yatsira ******

  

  Business Response

  Date: 09/10/2024

  Good afternoon ******,
  
  This parcel was delivered on 2024-09-28 12:16:31 to the address of *****************************************, ***. It appears the escalation the Regional Manager was successful. Thank you,
  ******

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22259503
  
  I am rejecting this response because: even though the package was delivered, it was delivered 4 weeks later than the promised date. This is unacceptable! I had to incur in last minute expenses trying to find a dress for the wedding. I was participating in the wedding. Totally unacceptable. The communication and false expectations are very unprofessional and unacceptable. Next time dont promise anything to the clients and deliver as expected. ******** delivery company to deal with. The government should force them to close their doors. 
  
  Sincerely,
  
  Yatsira ******

• Initial Complaint

  Date:09/09/2024

  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 order with tracking number UUS48U0832419125758 was out for delivery for 4 days. On the 4th day I check my tracking number and see that at 9 pm the status has changed to Failed delivery, retry later I was home. I have a security camera that records the front of my house. No one attempt to deliver a package. The website doesnt say why the delivery failed. The chat bot doesnt tell me any information. I rechecked my information to make sure my address was correct and it is. This company seems very sketchy. It is clear that no attempt was made to deliver the package. Very disappointed and frustrated with this experience. I just want my package.

  

  Business Response

  Date: 16/09/2024

  Good day,

  
  Thank you for your patience, and we sincerely apologize for the delay in reattempting the delivery. Upon further investigation, we can confirm that your parcel was successfully delivered on September 9, 2024, at 17:14 to ******************************************************************
  We apologize for the confusion caused by the previous failed delivery attempt, as the driver did not provide a reason in the tracking details, and we regret any inconvenience this may have caused. For your reference, we have enclosed the Proof of Delivery (POD) images.
  If you have any further questions or concerns, please dont hesitate to reach out.
  Best regards.

  UniUni

   

   

  Customer Answer

  Date: 16/09/2024

   
  Complaint: 22253225
  
  I am rejecting this response because:
  This did not answer my question of how a package can be out for delivery for 7 days. Nor does it explain how your customer service doesnt answer the phone, or how when they do they say we will put a ticket in and you will hear from us and no ticket is actually put in as you never hear back from your company till you put them on blast through this website. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 19/09/2024

  Dear *****,
  Thank you for your feedback, and we sincerely apologize for the frustration youve experienced with your delivery. We understand how disappointing this situation has been, and we are truly sorry for the lack of communication and support during this process.
  To address your concerns:
  Delivery Delays: We acknowledge your question regarding how your package was marked "out for delivery" for several days. Our system shows the parcel was indeed out for delivery, but there was a failed delivery attempt recorded on September 6, 2024. Unfortunately, the driver did not provide a reason for the failure in the tracking details, which we agree is unacceptable. We are working internally to ensure better communication from our drivers in situations like this.
  Customer Service Issues: We apologize for the poor experience you had with our customer service team. The lack of follow-up after multiple calls and the absence of a proper ticket being created are not the standard we strive for. We are actively addressing this with our customer support team to prevent future occurrences and improve the reliability of our responses.
  Delivery Update: After the failed delivery attempt on September 6, your parcel was successfully delivered on September 9, 2024, at 17:14 to the correct address: ****************************************************************. Weve attached the Proof of Delivery (POD) for your reference in the previous response. If you did not receive the package, please let us know immediately, and we will escalate this to our team for investigation.
  We appreciate your patience and understanding, and we are committed to improving our service. If you have any additional questions or if there is anything else we can assist you with, please feel free to reach out.
  Best regards,

  UniUni

  Customer Answer

  Date: 20/09/2024

   
  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,
  
  ***** *******