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:04/06/2024

  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.

  They said they delivered my parcel at 5:37pm. But they put my stuff in the wrong place. OUTSIDE OF ******************. Even though there was a paper that notifies how can they put our package inside of mailroom. And I went to the place within 10 minutes. But my package was already took by somebody.And for this problem, I tried to contact them through call, but they didn't get my contact or my friend's contact. I called them last night, this morning and afternoon. They never got our call. And the waiting time is getting longer start from 38min and now 90min. There's no way to contact them to notice our inconvenient and be compensated.

  

  Business Response

  Date: 09/06/2024

  Good day,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you have encountered regarding your delivery.
  We have located your customer support ticket and have forwarded it to our resolutions team. You can expect a follow-up within the next 24 hours to address this issue.
  We appreciate your patience and understanding as we work to resolve this matter promptly.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/06/2024

  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 made a purchase from AliExpress on 10 May 2024. My package was moving through the system just fine and arrived in the ** on 16 May and was handed over to UniUni, the local delivery company. Everything seemed to be going smoothly and my package said it was out for delivery on 19 May. By the end of the day on the 20, I still had not received my package so I called UniUni. I was on hold for 3 hours before their customer service closed for the day and I hung up. The next day, I called again and was on hold for another 3 hours before someone finally picked up. They said they didnt know where my package was and theyd escalate my case. They said theyd be in contact with me in 2-4 business days. Today is the 31 May and I still have heard nothing, so I called customer service again. I was on hold for over 3 hours before the phone started to ring like someone was picking up. However, after a minute of the phone ringing, there was silence and my call was no longer active. I have to assume that customer service hung up because I cannot see anyway the call hung up from my end. I am once again on hold with them and suspect Ill be on hold for another 3 hours, given the trend. I have seen nothing but bad reviews about this company, so I know that UniUni losing packages is more the rule than the exception.Tracking number for reference: UUSC000001672983

  

  Business Response

  Date: 09/06/2024

  Dear ******,

  Thank you for sharing your experience with us. We apologize for the delays and frustrations you have encountered with our service. We understand how important timely communication and delivery are to our customers.
  We have located your customer support ticket and an offer of resolution has been sent to you via email. Please check your inbox for further details. If you have not received it, or if you need further assistance, we kindly ask you to follow up directly via email.
  We are committed to resolving this matter promptly and appreciate your patience.
  Best regards,

  UniUni

• Initial Complaint

  Date:04/06/2024

  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 purchased some diamond paintings. I paid $90. I have been awaiting this parcel for about 2 weeks now from the supplier/seller. I received a notification on Friday, 05/24/2024, "Failed Delivery, retry later, " *** UniUni website advertises delivery "365" days a year, But the following Monday was a federal holiday so I allowed a grace ****** for that. *** Uniuni website also states that the delivery driver will automatically attempt a 2nd delivery within 24-48hours. On 05/29/2024, I still haven't received any notification of a 2nd attempt. I have submitted over 7 service tickets and haven't received a response on where my package is or allowing me to make a scheduled delivery attempt. (Off note: I do have a gate in my community, but have never had issues receiving packages as there is a call box in which I am called in real time on my personal cellphone and can allow the courier in. I have also sent 2 tickets in with an alternate gate code) I have been calling the customer support line for EST 2 times a day since 5/28/24 with hold times for 2+ hours each, only for the phone to ring, no answer on the other end and then then get hung up on. I haven't been able to reach an actual **************** rep. *** Tracking number provided to me has had no updates since the "failed Delivery attempt, retry later" notification on 05/24/2024. I'm at a standstill on how to proceed because the customer service number doesn't actually work and I cant reach anyone or get a response from customer service. I really just want my package and delivery reschedule.

  

  Business Response

  Date: 09/06/2024

  Good day,

  Thank you for reaching out and sharing your concerns with us. We apologize for the inconvenience and frustration you have experienced with your delivery.
  We have located your customer support ticket and have followed up there as well. It appears that your parcel was marked with a failed delivery attempt on May 24th, 2024. Unfortunately, there have been no updates since then. We have sent a "Track and Trace Request" to the warehouse, and once we receive a follow-up from them, we will reply to your ticket with the latest information.
  We appreciate your patience as we work to resolve this issue and ensure your package is delivered as soon as possible.
  Best regards,

  UniUni

• Initial Complaint

  Date:29/05/2024

  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 have contacted UniUni multiple times to have my package delivered with no success. It takes a minimum of two hours of hold time on the customer service line to finally speak with someone. My first call the representative said it would be delivered within 7 business days which never occured. My second & third call someone picked up and then hung up shortly after. My fourth call I was told it would be delivered the following Monday which did not occur. Regardless of what support number I call or ticket I submit I cannot get reliable help from this company. The tracking for the item now says it is being returned to the sender warehouse. It is dishonest to say that it will be delivered multiple times and now its being sent away rather than to me. I've tried to locate the warehouse to pick up my item but can't get that information. I've even had another package delivered by them since. So I'm confused as to why doing this delivery is so difficult. I've made a purchase and all I want is for my package to be delivered. It should not be this frustrating.

  

  Business Response

  Date: 09/06/2024

  Good day,

  Thank you for reaching out and sharing your experience. We apologize for the inconvenience and frustration you have encountered with our service.
  We have looked into your case, and it appears that your parcel was returned to the vendor's warehouse on May 29, 2024. We recommend contacting your vendor directly to discuss the options for receiving a replacement or a refund.
  We understand how important it is to receive your package promptly, and we regret that we were unable to deliver it as expected. If you need further assistance, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.
  Best regards,

  UniUni

  Customer Answer

  Date: 10/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am closing this because the package is no longer in the possession of UniUni.  I have already spoken to the vendor of the purchase without the assistance of UniUni.  If UniUni had honored the statements from customer support to deliver the package then this would not be an issue.  The package being returned to the sender was not requested by myself or the vendor but done by UniUni.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:24/05/2024

  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.

  5/23/24.I was supposed to receive a package, the delivery driver took a picture from his car at the wrong building to confirm delivery. He never got out of the car or out said package in front of a door there are no identifiers for me to try and figure out where the package may have even gone.I than contacted customer service after an hour on hold I was able to report it not delivered/missing I was told I would receive a call back which I never did. So I called again waited another hour for the lady to tell me to wait another 72 hrs could not transfer me to anyone else and eventually hung up on me.Horrible customer service and horrible delivery service theyre essentially stealing peoples mail. Someone should definitely look into this shady business.

  

  Business Response

  Date: 09/06/2024

  Good day,

  Thank you for reaching out and sharing your experience with us. We apologize for the inconvenience and frustration you have encountered with your delivery and our customer service.
  To assist you further and investigate this issue, we kindly request that you provide your tracking number. This will help us locate your package and address the problem more effectively.
  Please send us your tracking number at your earliest convenience, and we will follow up promptly.
  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Thank you,

  UniUni

• Initial Complaint

  Date:24/05/2024

  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 bought a few shirts from ***** back on May 7th and i was carefully watching the shipment on the ***** site. It arrived on May 14th in *********** and then on May 15th it arrived in ******** *******. They stated that UNI UNI was delivering it from there ************************ location but since then it has been in ************'s where i live and then it states its back in ********. There is no phone number to that location and I contacted UNI UNI customer service number ************** and was put on hold for over 50 minutes. I spoke to a woman on the phone and she stated she doesn't know where my parcel is and doesn't know how to help me. She asked me for my tracking number JY245940U001102320 but as i was rhyming it off to her, she hung up on me. I tried calling her back and i was put on hold again and never did end up speaking to her again. It is now May 24th and it still states my item is out for delivery but I have gotten no update since May 15th. Even when you try and contact ***** about this delivery issue with UNI UNI you can only submit a online ticket where they send you automatic email that they will get back to you within 1-3 business days but i have heard nothing from them. There customer service online is a bot computer program with selected answers. It doesn't help you solve your issue. At this point, I would like to request a refund to my account that is on file for this ***** package.

  

  Business Response

  Date: 09/06/2024

  Good day,

  Thank you for reaching out and sharing your experience with us. We apologize for the inconvenience and frustration you have encountered with your delivery.
  To assist you further and facilitate your request for a refund, we kindly ask you to submit the receipts for your order. Please upload your receipts to our customer support online at ******************************/support. Once we receive the necessary documents, we will proceed with the next steps.
  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  Best regards,

  UniUni

  Customer Answer

  Date: 11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I want to let UNI UNI know that ***** has already refunded me for the non delivery of my 4 items. They had my tracking and my information including receipts on the ***** site and they gave me my refund. 
  
  Sincerely;

  ***********************

• Initial Complaint

  Date:24/05/2024

  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.

  This is the second time I have a problem with my packages. The first one was suppose to be delivered on may 2nd it got stolen. Then, I had to pay extra for shipping another one, was supposed to be delivered at my job, where theres always someone at the front desk. I was supposed to have it by may 15th , said it wasnt deliverable. I called them about **************************************************** an email back when I asked specifically. I lost hope, and got the package out of nowhere on the 21st. Now, the package im waiting for was supposed to be delivered again at my job when I was still there today, nobody came, and it said it was non deliverable again. Really frustrating, and stressful.

  Customer Answer

  Date: 24/05/2024

  I decided to change the address to my personal address to see if they would deliver it during this weekend (***************************************************************) , but the address was originally ********************************************************. The first three pictures are for the package Im waiting for right now. And the two last are from the package before may 21st

  

  Business Response

  Date: 09/06/2024

  Good day,

  We are writing to confirm that your parcel was successfully delivered on 2024-05-27 at 14:52:48. The package was delivered to the following address:
  ********************************************
  If you have any questions or need further assistance, please feel free to reach out to us. We're here to help!
  Best regards,

  UniUni

• Initial Complaint

  Date:21/05/2024

  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.

  We are waiting on paclage shipped through uniuni. They tracking information is not correct, it's impossible to get throough on the phone. If you call them them and manage to get through they hang up.Tracking number UUSC000001582678

  

  Business Response

  Date: 23/05/2024

  Good day,

  We apologize for the inconvenience and understand your frustration.

  After reviewing your case, we determined that your parcel was assigned to a driver on May 15th for delivery but appears to have stalled.
  

  We have escalated a track and trace request to the warehouse and will follow up with you via your open customer support ticket.

  Thank you for your patience, and we are committed to resolving this issue promptly.

  If you have any further questions, please feel free to reach out to us.

  Sincerely, 

  UniUni

• Initial Complaint

  Date:21/05/2024

  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 had a package that UNIUNI said they tried to deliver to my house but no one was home, I tried to call this company but no one ever answers the phone, the phone rings, you get a recording, it will say for example your wait time is 20 minutes then the next alert will say your wait time is 60 minutes, the minutes keep getting higher and no one ever picks up the phone, I spent an hour holding on the line in vain. I emailed the customer support they ask me to submit my tracking number on 5/14/24 witch is the same day they claimed the tried to deliver to my home, it is now 5/20/24 and I never got any new update from them nor did I ever receive my package. this is the second time I've had this problem with this company, I don't understand why they are still in business. they don't care about the customer, they never deliver your package to your apartment, some times I come home and I see dozens of packages sitting in the lobby of my building from UNIUNI that was never delivered to peoples apartment. This is disgusting and frustrating, I just want my product that I paid for.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We apologize for the inconvenience and frustration you have experienced with your package delivery. To assist you further and expedite the resolution of your issue, could you please provide us with your tracking number?

  We are committed to ensuring that you receive your package and addressing any concerns you may have.

  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please don't hesitate to reach out to us.

  Have a great day,

  UniUni

• Initial Complaint

  Date:20/05/2024

  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 16 clothing items from ***** ($176.48) on May 11, 2024. Two out of the 16 items were delivered on May 16, 2024 from the delivery company UniUni USA with the same address provided to them. However, they were unable to deliver the rest of my items for some unknown reason even though the address is the same as the one they were able to deliver the 2 items to. After multiple failed delivery attempts they sent it back to the warehouse May 19th. I kept emailing them to no response and today I am trying to call them but they keep increasing their wait times and as of now it will be almost 2 hours waiting on the phone so I can see what is going on with my package.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the inconvenience you have experienced with the delivery of your items from *****.
  We have found your customer support ticket and confirmed your address. A second delivery was booked on May 23rd, 2024, to ensure you receive the remaining items.
  We understand your frustration, especially considering that two items were successfully delivered to the same address on May 16th. It is unclear why the subsequent deliveries failed, but we are actively addressing this issue to prevent it from happening again.
  Thank you for your patience, and we appreciate your understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out.
  Sincerely,

  UniUni

  Customer Answer

  Date: 23/05/2024

  
  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,
  
  *************************