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:02/06/2025

  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.

  On May ******* I placed an order with Temu for swimwear and the item was supposedly shipped on May 21 Using UniUni as the ***************** From May 21 through May 30 the package jumped from location to location, then was marked "Out for Delivery". I contacted the company on June 2nd as the status was still listed as "Out for Delivery", then in the afternoon marked as "Failed delivery attempt, returning to the warehouse. (Contact Failed and Inaccessible)" No attempt to deliver was ever made according to my camera systems. Phone attempt to follow up on my order go to an automated system that is in a loop when you choose to follow up on Temu packages. They claim to have a chat system on their website and none seems to exist. I have been on hold trying to contact a service representative using their "other packages" line and the wait time jumps wildly.

  Customer Answer

  Date: 13/06/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:02/06/2025

  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.

  A parcel was shipped to me via Uniuni in April 2025. Although the address on the parcel was correct, the delivery failed and it was returned to Uniuni's local warehouse in ********** on April 28. I scheduled numerous redelivery attempts with Uniuni over the subsequent 4 weeks, but no redeliveries were attempted. Finally on June 2, Uniuni sent me a notice that my parcel's delivery address is outside their service area, and they cannot deliver it to this location. This is false, however, as I live in the middle of ********** which is the same location as their warehouse. When I call their customer support number, they always falsely tell me that my package will be delivered in X days (X being anything from 1 to 10 days) or just hang up on me.

  

  Business Response

  Date: 17/06/2025

  Dear ****,

  Thank you for your patience as we completed a full review of your parcels delivery history.
  Our records confirm that your package was returned to UniUnis Pittsburgh warehouse on April 28, 2025 following a failed delivery attempt, despite the address being correctly provided.
  A second delivery request was submitted on May 5, but by that time, the parcel had already been returned to the merchant, in accordance with our standard parcel retention policy. Unfortunately, when you submitted a follow-up ticket on June 2, it was mistakenly processed as a new redelivery requesteven though the parcel was no longer in our possession.
  We recognize this error and sincerely apologize for the conflicting information and delays you experienced as a result. The notice stating your address was outside our service area was inaccurate and does not reflect the true reason the delivery could not be completed.
  To clarify:
  Your parcel was returned to the sender in May 2025.
  UniUni is no longer in possession of the item.
  We recommend contacting your merchant directly to request a replacement or refund, citing this delivery issue and the confirmed return.
  We understand the inconvenience this situation has caused and are using this incident to reinforce internal training and ticket handling accuracy across our support teams.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:02/06/2025

  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.

  Parcel has been "Out for Delivery" since May 25th. Followed up on May 28th by calling in and agent assured me that it'd be delivered by end of day just to get me off the phone. Of course it's June 2nd and there's been no progress and no updates.

  

  Business Response

  Date: 17/06/2025

  Dear *******,
  Thank you for your continued patience as we investigated the status of your shipment.
  Weve confirmed that your parcel is currently in a Scanned Processing Delay, which means it was last recorded in transit but has since gone missing. In these cases, our warehouse initiates a 14-day Parcel Location Strategya thorough internal process where every effort is made to locate and recover the parcel within our network.
  As the 14-day period has now passed without a successful resolution, your shipment qualifies for a Parcel Issue Confirmation Letter. This letter serves as official documentation that the parcel could not be recovered during transit and may be required by your merchant to process a refund, replacement, or alternative resolution.
  Your case has been escalated to a Senior Representative, who will send the confirmation letter and next steps directly to your email within the next 24 hours.
  We sincerely apologize for the inconvenience and thank you for giving us the opportunity to resolve this with transparency and care.
  Warm regards,
  UniUni 

  Customer Answer

  Date: 20/06/2025

   
  Complaint: 23408222
  
  I am rejecting this response because:

  Only received a promise of a letter, and not the letter itself.

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

  

  Business Response

  Date: 03/07/2025

  Dear *******,Thank you for your follow-up.

  Please note that the matter has been reviewed and addressed. An official email was sent to you on June 18, 2025, which includes all necessary details to support your claim:
  Warehouse Address: ****************************************************************************
  Confirmation Number: (6-18-2025)-(2167761)
  Tracking Number: PG7242954637CA
  Issue: Lost/Missing Parcel
  As outlined in that message, youll need to forward the provided email to your merchant. This will allow them to initiate an investigation with UniUni and proceed with the appropriate resolution (refund, replacement, or other), based on the outcome of that investigation.
  At this time, there are no further actions required from our side. We consider this matter closed and appreciate your understanding.
  Should you need any further clarification, please dont hesitate to reach out.
  Best regards,
  UniUni

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23408222
  
  I am rejecting this response because:

  The response is unsatisfactory.

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

• Initial Complaint

  Date:02/06/2025

  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 ordered a package from a company and they used ******* to deliver it. On 5/22 the package was marked as attempted to deliver at 2230. I called the next day to see what the next steps were and was told it would be delivered within 24 hours. It was not. I called each day and again the same answer it will be delivered in ***** hours this went on for several days. Finally on 5/29 they said okay were talking to the driver who attempted to deliver the package. And then later that day i get a notification saying theres something wrong with the address and to call the carrier. I did so. They said theyre waiting for it to be sent back to the warehouse and it will be delivered in ***** hours. I asked why i was told it would be delivered in ***** hours by another driver if they dont even have the package and the person couldnt tell me. I asked to speak to a supervisor and they said okay youll get a call in 15 minutes. No such call happened. Every time I email they say wait ***** hours for the package. I have been hung up on multiple times and am fed up with the lack of response and accountability. They will not just admit that the package was lost or stolen but keep giving me the runaround.

  

  Business Response

  Date: 09/06/2025

  Dear ********,

  Thank you for contacting us, and we sincerely apologize for the repeated delays, inconsistent information, and lack of follow-through you've experienced while attempting to resolve this issue.
  Weve reviewed the full delivery history for your parcel and can confirm that it was delivered on June 3, 2025, at 2:33 PM to the following address:
  **************************************************************************
  We understand that prior to this, you were given conflicting updates, including claims of multiple redelivery attempts, address issues, and delays in warehouse processing. It is unacceptable that your experience included repeated 2448 hour estimates without meaningful follow-up, unfulfilled promises of supervisor callbacks, and dropped calls.
  We take full accountability for the breakdown in communication and support. This does not reflect the service standard we aim to provide, and your feedback has been escalated internally for operational review.
  If you have not received the package despite the delivery scan, please notify us immediately so that we can initiate a formal investigation and provide next steps.
  We deeply regret the inconvenience this has caused and thank you for your patience.
  Sincerely,
  UniUni

• Initial Complaint

  Date:30/05/2025

  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.

  My company ordered drone parts to repair our customer's drones. The last mile shipping company was UniUni. They "attempted" a delivery on a Sunday. Their website says they will attempt a redelivery withing 48 hours. I am over a week past that and still no delivery. Instead, they say they are trying to find it.

  Customer Answer

  Date: 30/05/2025

  UUS5550462217074340

  The package was received by UniUni on the 5th of May. There was a delivery attempt on a Sunday, then they state they cannot locate it. 

  

  Business Response

  Date: 09/06/2025

  Dear ****,

  Thank you for your continued patience. We sincerely apologize for the inconvenience and delay regarding the delivery of your order.
  According to our records, a delivery attempt was made on Sunday, in line with our operating schedule. As per our policy, a redelivery should have been attempted within 48 hours; however, in this case, the parcel was not successfully redelivered, and its status remained unresolved.
  As of today, the parcel has officially been declared missing in our system. One of our senior customer service representatives will respond to your ticket shortly with an official Parcel Issue Confirmation Letter. This document should be submitted to your vendor as part of their refund or replacement process.
  We understand how critical this shipment was for your business, and we sincerely regret the disruption this has caused. Please know your feedback has been escalated internally to help us improve handling of time-sensitive deliveries.
  Thank you for your understanding.
  Sincerely,
  UniUni

• Initial Complaint

  Date:29/05/2025

  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 a package coming of $200 worth of items and all week I have been getting failed delivery notifications my buzzer code is provided in my shipping address and I have emailed them multiple times as well asking them to use my buzzer code and they refuse. At this point my items are basically stolen because they refuse to deliver it properly.

  

  Business Response

  Date: 05/06/2025

  Dear *******,
  Thank you for reaching out. We understand how frustrating this experience has been, especially given the value of your order and the multiple failed delivery attempts.
  According to our records, your parcel was marked as delivered on May 30, 2025 at 6:11 PM to:
  ***********************************************************************
  We acknowledge your concern that despite the buzzer code being provided in the shipping address, it appears not to have been used by the delivery driver. This is unacceptable and will be escalated to our operations team for internal review.
  If you have not received your parcel, please check with your buildings front desk, neighbors, or shared drop-off areas in case it was left securely nearby. If the parcel is still missing, we will initiate a formal investigation. Please confirm that you have completed a full check so we can escalate this immediately.
  We sincerely apologize for the handling of your delivery and any stress it has caused. Your feedback is being taken seriously and will be used to reinforce compliance with delivery protocols.
  Were here to assist and will do our best to resolve this as quickly as possible.
  Kind regards,

  UniUni

• Initial Complaint

  Date:27/05/2025

  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 ordered 4 products from ***** on May 11, 2025 and uniuni stated they would deliver the product by May 22, 2025, but they have yet to deliver the products. They have claimed that they have attempted to deliver the products about three times but this has not happened, as the drop off location has not seen them try to deliver the packages. First they claimed the business was closed when it was not, then they claimed that the address was wrong, but that was also false. I have contacted customer service x5 but they provide with the same answers that were provided above. I would just like to receive my packages.

  

  Business Response

  Date: 05/06/2025

  Dear *****,

  Thank you for bringing this to our attention. Weve reviewed the delivery history for your ***** order placed on May 11, 2025 and can confirm that the parcel was successfully delivered to:
  ************************************************************
  on June 3, 2025 at 10:24 AM.
  We understand that you were expecting the delivery by May 22 and that the delays, along with the inconsistent delivery attempt updates, have caused significant frustration.
  According to our delivery logs, multiple attempts were made, and our system recorded initial issues such as business closure and address discrepancies. That said, we acknowledge your report that the business was open and the address was accurate. We take these discrepancies seriously and will escalate your feedback to our operations team for further review to prevent future occurrences.
  If you have not yet received the parcel despite the delivery confirmation on June 3, we recommend checking with the front desk, reception area, or mailroom at the drop-off location. If you are still unable to locate the parcel, please let us know immediately so we can initiate an investigation.
  We sincerely apologize for the inconvenience caused and appreciate your continued patience. Please dont hesitate to reach out if further assistance is needed.
  Warm regards,

  UniUni

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23381868
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:26/05/2025

  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.

  A parcel of items that I ordered from **** was received by UniUni at *******, ** on May 16, 2025 at 12:16 a.m. This tracking information is shown on the attached copy of UniUni tracking status. My parcel from **** was supposed to be delivered no later than May 23, 2025. I checked tracking status between May 17, 2025 and May 25, 2025. The tracking status has not changed since May 17, 2025 at 4:01 a.m. where the status states "Parcel sent to local UniUni warehouse for delivery **********". I have contacted UniUni a number of times via their chat bot, as well as contacting their customer service. ******************** response to me is that the parcel is on track and progressing as it should be. I told them that it is not; UniUni tracking has not been updated since the parcel arrived in ******* on May 17, 2025 and to date I have not received my parcel. Attached is Temu tracking status and UniUni tracking status.

  

  Business Response

  Date: 05/06/2025

  Dear ******,

  Thank you for taking the time to share your concerns. We sincerely apologize for the inconvenience and frustration caused by the delay and lack of tracking updates related to your parcel.
  After reviewing the full delivery timeline, we confirm that your parcel was received by UniUni at our *******, ** facility on May 16, 2025, at 12:16 AM. It was transferred to the Vancouver Island delivery network and recorded as sent to local UniUni warehouse for delivery *******, ** on May 17, 2025, at 4:01 AM.
  We understand your concern that no further tracking updates were visible between May 17 and May 25. This gap occurred during interfacility transfera leg of the journey that, due to current system limitations, does not generate scan events until the parcel arrives at the next operational hub. While the parcel remained in transit during this time, no location-specific scans were available, which unfortunately prevented our support agents from offering more detailed updates.
  We acknowledge that this limitation can lead to confusion and dissatisfaction, particularly when expected delivery dates pass without new information. While we strive to provide as much visibility as possible, there are segments in our delivery networkparticularly in regional or cross-water transferswhere scan data is limited until the parcel is physically received at the next facility.
  Your feedback is appreciated, and we apologize that the service did not meet your expectations in this instance. We remain committed to transparency in what can be realistically provided within the scope of our tracking system and logistics model.
  Best regards,
  UniUni

  Customer Answer

  Date: 05/06/2025

   
  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:26/05/2025

  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 ordered a package with AliExpress. The package was shipped from ***** with *** Express, but when it passed through customs it was given to UniUni for last-mile delivery. The package arrived in my local delivery center on 5/15 in **********, ****. The package has been out for delivery 4 times in the past 10 days, and all 4 have failed. Ive spoken with customer service agents 8 times, and every employee says something different. 2 of the 8 agents were extremely rude and hung up on me. One sounded like she was drunk or on hard ****** drugs because she was slurring her words, and breathing heavy. One employee said the company cant deliver to my mailing address (which is listed on the package label) because it is a *** Store where I rent a mailbox. I asked if they could update my address and they said they can only submit that request when the package is returned to the warehouse, but the tracking would update to say 30 days return to office center. The tracking has never updated to show the package has returned to the warehouse. The agent also said the company policy is to only attempt delivery twice, then the driver is required to return the package to the local warehouse. The driver has had my package for 10 days and has never returned the package. The driver keeps marking the package out for delivery and then delivery failed 4 times now. The customer service agent told me this usually happens when the driver steals a package. I contacted the seller on AliExpress for a refund but the seller cant refund me because the platform AliExpress keeps my money until they receive proof of delivery from UniUni, and then they send the money to the seller. I contacted AliExpress customer service and they also told me they cant refund my money until they receive confirmation of delivery. So now I have been robbed by UniUni, and they dont list the location of the warehouse so I cant even drive there locally to try to get my package. And AliExpress will never refund me.

  

  Business Response

  Date: 05/06/2025

  Dear ******,
  Thank you for taking the time to share your experience. We sincerely apologize for the delivery challenges and the service breakdowns you encountered. Your concerns are fully acknowledged, and we deeply regret the inconvenience this situation caused.
  Following a comprehensive review, we confirmed that your parcel experienced repeated delivery failures due to an address conflict related to a commercial mailbox location. This required manual intervention to validate the address and proceed with resolution. While our standard process limits the number of delivery attempts, this case was escalated for extended handling due to the circumstances.
  We also conducted a detailed audit of your interactions with our customer service team. We are truly sorry for the unprofessional and inconsistent responses you described. This falls far below our service standards. Appropriate corrective action and coaching have been implemented to ensure accountability and prevent recurrence.
  We are pleased to confirm that your parcel was successfully delivered as follows:
  Date & Time: May 26, 2025, at 8:12 PM
  Delivery Address: ********************************************************************************
  We appreciate your patience throughout this matter. Your feedback has been taken seriously and has directly contributed to our internal quality improvements. We remain committed to providing a higher standard of service going forward.
  Best regards,
  UniUni

• Initial Complaint

  Date:26/05/2025

  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.

  May 13 package was apparently out for delivery I contacted you May 13 after it was not delivered and they said that it would be delivered within 72 hours I explained that I spoke to the driver and he had another package but this one he he did not have May 16 says the delivery was attempted and that they would schedule a second delivery attemt May 19 they said they attempted a second delivery, which was also a lie I spoke to a unique customer service. They sent me a letter to send to the person. I bought this from saying that it was lost and then ***** 22 they said that the package was in ********* to pick up not giving me a location and then at the same time, they alsosaid that it was in *********** and they told me to contact you. You need to schedule a delivery. Ive contacted you unique, probably 15 times being on hold for over an hour every single time and they keep saying its lost but because tracking keeps updating say they are attempting delivery which is a lie the person I bought this from will not refund me or replace it and I keep asking them why theyre lying about attempting delivery and then I asked them why theyre lying about it being a Kitchener or is it in *********** and then I try to reschedule a delivery and theytold me that they cant do that because its scheduled is lost except for tracking says otherwise, so I want to know where my package is why stealing and why youre lying delivery drivers did not attempt to deliver this package and why are you telling me its lost if its supposedly assigned to a driver and supposedly in Kitchener, but I have no address to it up in Kitchener so I dont understand why you guys are lying and Ive been waiting for now a week for a supervisor to callme and I keep getting told 02 to 3 hours will contact you, which is also a lie

  

  Business Response

  Date: 05/06/2025

  Dear *****,
  Thank you for reaching out and for your continued patience. We understand how frustrating and exhausting this situation has been, and we want to assure you that we are treating your concerns with urgency and care.
  While our system shows that your parcel was marked as delivered on May 30, 2025 at 3:36 PM to ****************************************************************, we recognize that your delivery experience has included multiple conflicting updates, missed commitments, and unacceptable delays in communication.
  We are currently conducting a full audit of this case, including:
  Verifying all delivery scan records and ******** from the assigned driver
  Reviewing all contact points and support tickets related to your inquiry
  Investigating why escalation attempts and supervisor callbacks were not properly actioned
  We also acknowledge the conflicting information regarding the parcel's location (Kitchener vs. Mississauga) and failed delivery attempts, and we agree that this must be clarified and corrected.
  If you still have not received the parcel, please confirm whether there are any secure drop-off points at your residence where it may have been left, and we will include that in our investigation.
  We sincerely apologize for the experience youve had so far. Your case is being handled as a priority, and we are committed to providing a resolution as quickly and transparently as possible.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  ***** *****