Complaints

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

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
• 

  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/05/2024

  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 merchandise from *****.com on 4/28/24. ***** used this shipping company to deliver my items. They made their first delivery attempt on 5/4/24 and put in a code that I provided the wrong address (my address is correct). They made a 2nd attempt on 5/5/2024 and said the same thing but this time my stuff was returned to their warehouse. I have made numerous calls to customer service and have been told several different things. ( I have spoken to ************************, *****, and *****). On May 8th or 9th I was told it would take 10 business days from the date the items were returned to the warehouse. May 17th was day 10, and it's May 18th, and I still don't have my items. I called the morning of May 18th and was told that a supervisor would call me back in 2 hours. After 3 hours I called again and was told that it can take a supervisor up to 48 hours for a callback. It's May 18th, I still don't have my items, even though competing shipping companies have found my address with no problem. I am attempting to dispute my charges, but this is ridiculous. I want my stuff already, and I am tired of the runaround. Thank you

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the inconvenience and frustration you have experienced with your package delivery. Your concerns are important to us, and we understand how crucial it is to receive your items promptly.
  We have escalated your tracking number to our warehouse supervisor to ensure your second delivery is booked as soon as possible. It appears your previous booking was missed, and we are taking immediate action to rectify this.
  Thank you for your patience, and we appreciate your understanding. If you have any further questions or need additional assistance, please don't hesitate to contact us. We are committed to resolving this issue for you.

  Thank you,

  UniUni

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21730794
  
  I am rejecting this response because:  Your words mean absolutely nothing to me.  Everytime I call, I get told something different.  Until I see some action, this is far from being resolved.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:17/05/2024

  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 company has done nothing to help me with my package. I ordered a desk **** from a vender I bought, and they used Uni as their delivery service. Uni gave me a tracking number: ******************* to keep track of my package. Everything went well until May 7, I got an email that said, "Failed delivery attempt". I filed an inquiry the next day for a reschedule and confirmed it be ready within ***** hours. On May 9, I get an email saying, it failed delivery which annoyed me because I was present, along with my uncle watching to see the if it arrived but it never did. I call customer service for help only to be on hold for over an hour. I file a second inquiry and confirm a reschedule. On May 12, I get again an email saying it failed, which was weird because we had a Mother's Day party at the house meaning me and my family were present if it arrived, but it never did. Called customer service again only to be put on hold and filed a complaint for the delivery which resulted in a reschedule and not to my surprise on May 15, I get an email saying "Failed delivery attempt" even though I was in my house watching to see if it arrived, but it didn't. Which leads me to today, I received an email saying that this were unable to reschedule a second delivery and wanted me to confirm some details before delivery, When I opened it, the tracking number, address, name and phone number were empty which tells me that they don't even have all the information for the delivery in the first place. To add insult to injury, when I tracked my package, it said "Please contact **************** Immediately to reschedule the final delivery." Final delivery meaning their last attempt before being shipped back to the vender. To add even more insult to injury, once I confirm the information and special instructions I sent them, they will arrange for delivery within 7 business days. All I want is my package to be delivered.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the inconvenience and frustration you've experienced with your package delivery. We understand how important it is to receive your order, and we are committed to resolving this issue for you.
  We have booked your second delivery and reassigned it to a driver on May 22nd. You can expect to receive your order within the next 24 hours. Please rest assured that we are doing everything we can to ensure this delivery is successful.
  Thank you for your patience, and if you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your understanding and are here to help.

  Sincerely,

  UniUni

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the inconvenience and frustration you've experienced with your package delivery. We understand how important it is to receive your order, and we are committed to resolving this issue for you.
  We have booked your second delivery and reassigned it to a driver on May 22nd. You can expect to receive your order within the next 24 hours. Please rest assured that we are doing everything we can to ensure this delivery is successful.
  Thank you for your patience, and if you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your understanding and are here to help.

  Sincerely,

  UniUni

  Customer Answer

  Date: 24/05/2024

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

• Initial Complaint

  Date:17/05/2024

  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 received a failed delivery notice due to UniUni supposedly having the wrong address. I submitted a ticket online to which no one has yet replied. The parcel then got marked as out for delivery the next day despite the fact that no one contacted me to verify my address. In addition I verified that I provided the correct address when I placed the order, which I did. The parcel has now been out for delivery for over 24 hours which I have never experienced before and I order everything online. I have been trying to call customer service for 30 minutes but keep getting hung up on my your confusing system. I have had parcels delivered to my address by uniuni before with no issue so I would like to understand what the issue is this time and why the driver cannot locate my house and leave the package.

  

  Business Response

  Date: 21/05/2024

  Good day,

  Thank you for your patience as we investigated your delivery issue.
  Please find the Proof of Delivery (POD) pictures attached. According to our records, the delivery occurred on May 18, 2024, at 10:27 AM to the address:
  747 ********************** Rd,
  ***********, **,
  L5C1A5, CA
  If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to help and want to ensure your satisfaction.
  Best regards,

  UniUni

• Initial Complaint

  Date:17/05/2024

  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.

  Two orders that was supposed to be delivered by Uniuni from Aliexpress with these two tracking number.UUSC000001482944 UUSC000001495860 These order has been out of delivery for 4 days, submit a ticket for help with received no response. I checked online and this seems to be a very common occurrence for this company, The package just vanished without any updates and support provided to the customer. The drivers are probably stealing customer's packages left and right. I have never seen any delivery companies that are as unreliable as this one.

  

  Business Response

  Date: 21/05/2024

  Good day,

  Thank you for your patience as we investigated your delivery issue.
  Please find the Proof of Delivery (POD) pictures attached. According to our records, the delivery occurred on May 20, 2024, at 10:30 AM to the address:
  *****************,
  **********, *******,
  US
  If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to help and want to ensure your satisfaction.
  Best regards,

  UniUni

• Initial Complaint

  Date:16/05/2024

  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 been anticipating a time sensitive package that UniUni failed to deliver. According to UniUni the failed delivery attempt was due to an improper mailing address. This is not the case!**************** : was supposed to be delivered Sunday the 12th at 1:44 pm. The driver chose to keep my package rather than deliver it to my address.This is both confusing and frustrating due to the fact UniUni has successfully delivered to my address as recent as the day prior!There is no exaggeration when I say I've been trying to reach UniUni for several hours for 4 days in a row now. Hours waiting on hold on the phone with no response. I've opened several email tickets with no response whatsoever! There have been 0 attempts to redeliver...This is outrageous. How can a shipping company of this scale be so negligent!

  

  Business Response

  Date: 21/05/2024

  Good day, 

  We are writing to confirm that your package has been successfully delivered. Below are the details of the delivery:
  Delivery Date: May 20, 2024
  Delivery Address: ********************************************************************************************
  We apologize for any confusion caused by the initial delivery attempt. The tracking number does not provide details on why the driver initially brought the parcel back to the warehouse on May 12th. However, we can confirm that another driver was assigned on May 18th, and the package was delivered within the driver's delivery deadline on May 20th.
  Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us.
  Best regards,

  UniUni

  Customer Answer

  Date: 22/05/2024

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

• Initial Complaint

  Date:13/05/2024

  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 company is very unprofessional. They claim to have delivered my package but offer no picture as proof and no package found anywhere near my building. I had to have my package resent and now it is being held with no delivery information. Likely it is the drivers stealing the packages as so many complaints state. There tracking says the package is coming but it never arrives. No call to arrange delivery, nothing. This company appears to be stealing from and lying to its customers.

  Customer Answer

  Date: 13/05/2024

  I have attached a screenshot of the tracking info for the reissue of my package.

  

  Business Response

  Date: 21/05/2024

  Good day, ********,
  Thank you for sharing your experience with us.
  Our team has successfully verified your tracking number JY243X10U409056081 and confirmed that your parcel was delivered on April 6, 2024, at 12:11 PM. We have attached your proof of delivery photos for your review.
  Additionally, we have identified that you have another parcel on the way. We received your shipping details on May 19th, and the parcel is currently en route to ****** from your vendor. You can verify the status of this parcel at www.uniuni.com. The tracking number for this second parcel is JY245K10U446101226, and we have noted that the address for this delivery is *****************************************, Kitchener, ON, not **** Ave as with your previous parcel.
  Please let us know if we can assist you further.
  Thank you,UniUni

• Initial Complaint

  Date:09/05/2024

  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.

  Complaint Regarding UniUni **************** Lack of Military Base Access and Poor Customer Support Dear ************************ am writing to file a formal complaint against UniUni Delivery concerning a series of service failures that culminated on May 8th. My primary concern is UniUnis inability to deliver packages to military bases, compounded by a lack of accessible customer support. It is a huge inconvenience to have to find someones home to deliver a package too when I do not know anyone here. Why couldnt the driver contact me to meet me at the gate? On the mentioned date, I expected a delivery that never arrived because UniUni does not service military basesa fact not clearly communicated during the shipping process. Attempts to resolve this issue through customer service were met with an automated message inaccurately claiming I was calling from a private number, preventing any chance of speaking directly with a representative. Other avenues led me to being on hold for an hour and then once answered there way no one on the line and my call was disconnected. Although I received a prompt initial email response, the follow-up has been non-existent, which seems to be a consistent issue based on other customers experiences.Furthermore, there are alarming reports online of UniUni drivers mishandling packages, including throwing them and leaving them in insecure locations, susceptible to theft. This disregard for customer property and the absence of measures to address such behavior reflect poorly on UniUnis operational practices.I am requesting that the BBB intervene to help facilitate a dialogue between myself and UniUni to address these issues. I would appreciate guidance on ensuring that my package is either properly delivered, let me pick it up somewhere asap, or safely returned to the sender at no additional inconvenience or cost to me.Thank you for your attention to this matter.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the inconvenience and frustration you have experienced with our delivery service and customer support.

  We have reviewed your customer support ticket and found that it was closed on May 9th due to no response from your end. An email was sent on the same day notifying you that the ticket had been closed due to a lack of contact.

  To resolve the issue, our team has gone ahead and booked a second delivery with specific instructions for the driver to call you upon arrival so that you can meet them at the gate. We understand the challenges you face with deliveries to military bases and are taking steps to ensure a smoother process for you.

  We apologize for the lack of clear communication regarding our delivery limitations and the difficulties you encountered with our customer support. We are committed to improving our services and ensuring that such issues do not occur in the future.

  Thank you for bringing these concerns to our attention. If you have any further questions or need additional assistance, please do not hesitate to reach out.

  Sincerely,

  UniUni

• Initial Complaint

  Date:09/05/2024

  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.

  Package was delivered to the wrong address and the company offered no resolution for me and will not retrieve my package and reship it

  

  Business Response

  Date: 23/05/2024

  Good day,

  We apologize for the inconvenience and frustration this situation has caused. To assist you further, could you please provide the tracking number and the email address used in your request? We were unable to locate a customer support ticket with the details you provided.

  We are committed to resolving this issue and ensuring you receive your package.

  Thank you for your cooperation and patience. If you have any further questions, please feel free to reach out.

  Sincerely,

  UniUni

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21686543
  
  Tracking: LP00646332197768 (Latest Tracking Number: UUSC000001388424

  Email: *************************
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  Shipping company uniuni has not refunded me for two packages lost by drivers. I have made multiple complaints. I have sent multiple emails. I keep getting the run around and they refuse to let you speak to a supervisor. Its been almost a month since I reported the missing packages to them and sent proof of it being left somewhere else. Been waiting since April 18th for a refund that was approved and still nothing. They hand up the phone on you, do no reply to emails, will not give refund for missing packages by their own drivers and Ive tried complaining with company I bought from but they say its out of their control and on the shipping company due to them leaving the packages somewhere else.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We sincerely apologize for the frustration and inconvenience you have experienced regarding your missing packages and the delays in resolving your issue.

  We have located your customer support ticket and noted that a resolution was offered. However, it appears there has been a delay in processing. Our team is currently confirming whether the resolution has been processed. If it has not, we will follow up promptly via your customer support ticket to ensure this matter is addressed.

  We understand how important it is to receive a timely response and resolution, and we are committed to resolving this for you as quickly as possible. Thank you for your patience and understanding.
  If you have any further questions or need additional assistance, please do not hesitate to reach out.

  Sincerely,

  UniUni

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21685831
  
  I am rejecting this response because I was not refunded the full amount for two of the packages and they lost another package and would not refund me for that one. They were supposed to refund me $130.63 for the first two packages and was not given that amount. They kept hanging up the phone on me. They do not follow through with anything or follow instructions and then its basically impossible to get your money back. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/05/2024

  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.

  Delivery driver claims they're attempting delivery but just drive by the apartment and make as attempted.They did this yesterday and today, today I actually let a note downstairs for them as a reminder to actually use the buzzer code as it's listed on the package and the only way to get into any secure building / apartment building.they call from a fake number so you can't call them back, you can only call their customer service and they know less about the company than myself.I just want the driver to actually do their job, come inside the building and enter the buzzer code and they would be able to enter.

  

  Business Response

  Date: 23/05/2024

  Good day,

  We are writing to inform you that your package was successfully delivered on May 9th, 2024, at 11:23:03 AM to the following address:

  
  ******** SW,
  Airdrie, AB T4B 2W4,
  ******

  
  Please find the attached Proof of Delivery (POD) pictures for your reference. If you have any questions or need further assistance, please do not hesitate to reach out.
  
  Best regards,

  UniUni

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21678929
  
  I am rejecting this response because: although the package was finally delivered, the drivers first two "failed attempts" were made from their vehicle. They never came into the apartment building and used the buzzer code to ***** them access. 
  
  Sincerely,
  
  *********************