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:08/09/2025

  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.

  september 6th, 2025- says for a second time that delivery failed. Yet I have no record of call and never got rang on intercom, even though they had that information. I can't leave ********* at the moment, and just go to head office. They said on site that within ***** hours they would deliver it, I had assumed that didn't mean at 2am in the morning. The first time having to use this company they forgot about half my order even though all of it shipped.

  

  Business Response

  Date: 21/09/2025

  Good day,

  We acknowledge the delivery challenges you have experienced with your September 6th shipment and understand your frustration with the failed delivery attempts.
  Your parcel was dispatched for a second delivery on September 20th, which unfortunately was also unsuccessful. According to our delivery protocols, we are unable to schedule a third delivery attempt at this time.
  The parcel will be returned to our warehouse, and pickup will be available once it arrives. We understand that traveling to our location may present challenges for you, and we appreciate your patience with this process.
  Sincerely,

  UniUni

• Initial Complaint

  Date:05/09/2025

  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.

  The address is for a condo with dedicated conceirge to receive the packages and all the endors deliver to this address 24/7 without any issues. The status shows failed delivery attempt.There was no attempt to deliver the package to the concierge, no attempt to call on the provided phone number and just marked it as failed attempt.

  

  Business Response

  Date: 17/09/2025

  Dear Ayten,

  We acknowledge your concern regarding the reported failed delivery attempt. After reviewing this case, we can confirm that the parcel was successfully delivered on 2025-09-06 at 19:33:33 to your unit at **************************************************************
  We recognize that the driver did not update the tracking details accurately at the time of the failed attempt, and we understand how this created confusion. While the parcel was ultimately delivered to your door, the lack of a concierge handoff and the absence of a call to the phone number provided were not in line with expected procedure.
  We regret the frustration this caused and will be addressing this with the local delivery team to ensure proper handling and communication going forward.
  Kind regards,
  UniUni

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the repeated delays in your delivery services. Your company states that packages will be delivered within 10 business days, yet my shipments consistently take much longer. On top of this, I have to constantly call and follow up just to get updates or action ******** is unacceptable and unlawful to hold packages beyond a reasonable delivery timeframe, as customers are entitled to timely delivery of their property once it has entered your possession. The repeated delays and lack of accountability amount to poor service and a violation of consumer rights.I expect my packages to be delivered immediately and without further delay. If this pattern continues, I will be forced to escalate this issue to the appropriate consumer protection agencies.

  

  Business Response

  Date: 17/09/2025

  Dear *******,

  We acknowledge your complaint regarding delivery delays and the frustration this has caused. After reviewing your orders, we can confirm that parcel UUS58L0458705362981 was successfully delivered on 2025-09-05 at 12:45:56.
  The second parcel, UUS5861789628188272, was not scheduled for its second delivery attempt at the same time. We have already contacted our warehouse team and instructed that this parcel be booked for immediate delivery. You will receive confirmation once this has been completed.
  We regret the inconvenience caused by the delay and are taking steps to prevent this type of oversight from recurring.
  Kind regards,
  UniUni

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had consistently negative experiences with UniUni as a shipping carrier. Out of the multiple packages sent to me through this company, only one has ever arrived successfully. The others were returned to sender with incorrect address claims, despite the address being correct and verified.On top of repeated delivery failures, Ive seen tracking go from arrival scan to failed delivery attempt in as little as two minutesan impossible timeline that shows no actual delivery attempt was made. Redelivery attempts also take 10 days or more, which is unreasonable compared to industry standards.Customer service has been equally unhelpful. When I reached out about the most recent issue, I was told they did not care and that I needed to go through my vendor instead of receiving any meaningful ************* a customer, I expect a delivery service to attempt delivery properly, communicate clearly, and take responsibility for errors. Unfortunately, UniUni has shown they are unreliable, unprofessional, and unwilling to resolve basic issues. I strongly recommend vendors use a different carrier to ensure customers actually receive their orders.

  Customer Answer

  Date: 05/09/2025

  Tracking number

   

  ONE00024487781US

   

  I will also include an email from UniUni. They directed me back to my shipper and the shipper has directed me back to UniUni

  

  Business Response

  Date: 21/09/2025

  Dear ******,

  We acknowledge your concerns regarding your delivery experiences with our service and understand your frustration with the process you've encountered.
  We have located your support ticket for the second delivery booking and can confirm that parcel ONE00024487781US was successfully delivered on September 12, 2025, at 13:38:27.
  We recognize that your previous experiences did not meet service expectations, and we appreciate you bringing these operational concerns to our attention.
  Your feedback regarding delivery processes and customer service interactions has been noted for review by the appropriate teams.
  Thank you for your patience throughout this process.
  Sincerely,

  UniUni

  Customer Answer

  Date: 22/09/2025

   
  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:04/09/2025

  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 been trying to get a package delivered for weeks now. It was ordered in July. By mid-August I started getting emails from Uniuni telling me my package was on it's way. I've gotten no fewer than 4 notifications stating they couldn't deliver my package for various reasons. I've filled out numerous forms verifying my address; I've stayed home waiting on delivery, etc... They still tell me they had unsuccessful delivery attempts. I get packages weekly from different delivery services and have NEVER had a delivery problem before this. It's impossible to reach them by telephone, inquiries are filed and never followed up on. My tracking number now shows my package is sitting in their warehouse and I just want it delivered - and to never have to deal with this company again.

  

  Business Response

  Date: 05/09/2025

  Dear ******,

  We understand how frustrating it has been to receive multiple failed delivery notifications and still not see your package arrive.
  At this point, your parcel is at our warehouse and ready to be scheduled for a second delivery. Weve reached out to you to confirm your phone number, as we did not have one on file. Once we receive your response, we will update your tracking and book the new delivery right away.
  Thank you for your patience as we work to get this completed for you.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23837917
  
  I am rejecting this response because:  I have had numerous (more than 5) similar messages where I provide ALL the information they request, including my phone number.  I'm given a new estimated delivery date, which again comes and goes with no delivery and I start the process all over again.  I cannot stress enough how easy my address is to find, and how many packages I have delivered here by other carriers with NO problems at all.  I am beyond frustrated and will not believe anything they say until the package is actually in my hands.  So, I would like to keep this complaint open and see if they actually follow through this time, or if it's just another run around.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 21/09/2025

  Dear ******,
  We completely understand your frustration and skepticism given the repeated delivery promises that have not been fulfilled. We recognize that you have provided all requested information multiple times and received numerous estimated delivery dates that have passed without resolution.
  We acknowledge that this pattern of unfulfilled commitments has understandably eroded your trust in our service, and we take full responsibility for these repeated failures.
  At this time, we are once again reaching out to our warehouse to address the booking of your delivery. We understand that our previous assurances may ring hollow given your experience, and we recognize that only the actual delivery of your package will demonstrate our commitment to resolving this matter.
  We will keep this case actively open and prioritized until your package is physically delivered to your address. You should not have to endure another cycle of empty promises, and we are committed to providing you with concrete action rather than further explanations.
  We will update you immediately once we receive confirmation from our warehouse regarding the scheduling of your delivery.
  Thank you for your continued patience despite our service shortcomings.
  Sincerely,

  UniUni 
  
  

  
  

  Customer Answer

  Date: 22/09/2025

   
  Complaint: 23837917
  
  I am rejecting this response because:  I have had numerous promises to have my package delivered, been asked repeatedly for address info, etc. and still no package has been delivered.  I continue to reject their response until they actually deliver my package, which I do not believe they will do.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 24/10/2025

  Dear ******,
  We are sorry for the experience you described, including the repeated delivery notices, the time you spent waiting at home, and the difficulty reaching us for a clear answer. We understand how frustrating that is, and we appreciate you raising it so we could review what happened.
  For tracking UUS5810836598790589, our records show a failed delivery was logged on 2025-08-19 at 22:49:45. The parcel returned to the warehouse, and our customer service team requested a second delivery, but the warehouse handoff was missed. The shipment has since been returned to the vendor and is no longer in our network. That miss is on us.
  Because the parcel is with the vendor, the next step is to contact the vendor for a replacement or refund. We have recorded your feedback about the notices and phone reachability and will address this with our teams so this does not repeat.
  Best *****************start="898" data-end="901"> UniUni
  
  
  

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive a parcel on Monday Sept.1st. However due to missing address info it couldn't be delivered. I contacted customer service at ********************** but they were of no help. I just want what I paid for.

  

  Business Response

  Date: 05/09/2025

  Dear *****,

  Thank you for reaching out to us. We understand how frustrating it is to expect a delivery and then not receive clear support after a failed attempt. You deserve timely updates, and we apologize that this has not been the case.
  We are actively looking into this issue for you. A request has been sent to our warehouse to verify the location of your parcel, as the driver should have returned it within 24 hours of the failed delivery attempt. Since that step did not happen as expected, our **************** team was unfortunately unable to provide you with an update sooner.
  Once the warehouse confirms the parcels location, we will  update your ticket right away.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23834981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 19/09/2025

  Dear *****,

  Thank you for reaching out to us regarding your parcel. We have carefully reviewed the delivery information and can confirm that your package was successfully delivered on September 8, 2025, at 8:26 p.m. to *****************************************************************************************************
  We truly understand how important it is for you to feel confident about the status of your delivery, and we appreciate the opportunity to clarify this for you. Our goal is to ensure that every customer feels supported and fully informed, and we hope this confirmation provides you with the assurance you were seeking.
  If there is anything further we can assist you with, please let us know. Our team is always here to help and committed to providing the highest level of service.
  Best regards,
  UniUni 

• Initial Complaint

  Date:03/09/2025

  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.

  Ive place an order with Astral Arrival, and according to their tracking, my package should have been delivered 7/7. After waiting almost a month with no package, I found out that UniUni is the company that was supposed to delivered the package. I have reached out them many times with an ***. And only got a response to wait and keep checking tracker. It has been nearly 2 months since my package was supposed to be delivered with no explanation. This is limited edition product. I cant just reorder it.

  

  Business Response

  Date: 05/09/2025

  Dear ******,

  Thank you for contacting us regarding your shipment. We understand how upsetting it is to have waited this long without receiving your package, especially for a limited edition product that cannot be easily replaced. We sincerely apologize for the lack of clear updates along the way.
  After reviewing your case, we must confirm that this parcel has been deemed lost between the customs pick-up bay and our warehouse sorting facility. Your ticket has been transferred to our Resolution Team, and you can expect a follow-up from them within the next 24 hours with the next steps.
  We regret that this outcome was not what you were expecting and appreciate your patience as we work to bring this matter to a proper close.
  Sincerely,
  UniUni

  Customer Answer

  Date: 14/09/2025

   
  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:03/09/2025

  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.

  ************. Unable to get ahold of anyone who is able to tell me where my parcel is and when I can expect it to deliver. Its been almost 2 weeks since my order was initially placed.

  

  Business Response

  Date: 05/09/2025

  Dear *********,

  Thank you for reaching out to us. We understand how frustrating it is not to have clear information about your parcel after nearly two weeks of waiting, and we apologize for the stress this has caused.
  Your parcel was picked up from the customs bay and is currently in transit awaiting its next scan update, which will confirm arrival at the next facility. Until that scan occurs, our **************** team cannot provide further tracking details, which is why you have not seen new information reflected.
  If no scan is recorded within 14 days, we will classify the parcel as lost. Should that happen, your case will be transferred to our Resolution Team on Monday, September 8, who will follow up with you directly on the next steps.
  We recognize how important this delivery is and will continue to monitor it closely. Thank you for your patience as we work to bring this to resolution.
  Sincerely,
  UniUni

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23827622
  
  I am rejecting this response because: there has still been no effort to actually locate my package and give me a solid delivery date. Your representatives give me a different story everytime I reach out. Its been over 72 hours since *** called customer service and was told a supervisor would call me with an update on my parcel. According to the shipping information my package left customs August 23rd. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 24/10/2025

  Dear *********,

  We understand your frustration with the lack of updates and the difficulty reaching us. We are sorry for the time this has taken.
  Our review shows your parcel was lost between the customs pickup bay and our warehouse. On Monday, September 8, 2025 at 10:25 AM, we sent you a vendor letter that explains the service issue on our side. The vendor uses this letter to validate details directly with UniUni and then decides on a replacement or refund at their discretion. UniUni does not issue refunds for lost or misdelivered parcels.
  If you need the vendor letter resent or direct confirmation to your vendor, we will provide that promptly.
  Best *****************start="1022" data-end="1025"> UniUni

• Initial Complaint

  Date:02/09/2025

  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 called uni uni two times and been on hold for approx 50 minutes both times. The first time I was told the package was at customs and not in the wharehouse in ******* which the tracking said. The second time I called I was told that it was not in ******* as it would go to a Coquitlam wharehouse (which doesn't exist). I contacted ***** yesterday and they said that ******* has the package and it is not in transit-they see the same thing I do on the tracking info on the uni uni site. It has been sitting at the wharehouse since Aug 22. A package ordered 1 week later than this one has already been delivered. I am out $300 as no one can answer what is going on and this package was needed for Sept 1. I now have to wait until Sept 6 to esculate with ***** and hope for a refund. No one can tell me the truth about where the package is. Also no response to my calls or emails or claims from website. I would like an honest answer to what has happened please so that I can proceed with a refund ***** will not issue refund until uni uni tells them what is going on. These items cannot be reordered at the same price and many are out of stock. These were a gift for Sept 1. Very disappointed.

  

  Business Response

  Date: 05/09/2025

  Dear ********,

  We know how frustrating it has been to follow your parcel without clear answers, especially when you were given conflicting information. You should not have had to chase updates for something this important, and we sincerely apologize.
  To clarify the timeline: your parcel was picked up from customs on August 22, 2025, at 13:56. From there, it moved in transit without additional scan updates, which is why our **************** team was unable to confirm its location at the time. It arrived at our warehouse on September 3, 2025, and was delivered the same day at 11:46.
  We understand the stress that this caused you, and we are working to make sure both tracking visibility and the information our team provides are clearer moving forward.
  Sincerely,
  UniUni

• Initial Complaint

  Date:02/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni is saying my shipping address does not exist and has held my package hostage for a week. They basically have no customer service, its all automated and repeating the same unhelpful answers. They never tried to call or reach out while delivering.I have given very detailed delivery instructions several times but they either arent being paid attention to or humans arent seeing them. I tried calling, the wait time was an hour, but their line disconnected while I was waiting.I havent had a single shipping company ever have issues delivering to my address, yet the keep insisting my address doesnt exist. Theres no way to just pick up my package, or if there is they are refusing to allow me to do so. I want my package or they need to reimburse me for the total cost of the package if theyre going to be keeping it.

  

  Business Response

  Date: 05/09/2025

  Dear ******,

  Thank you for sharing your concerns with us. We understand how frustrating it has been to be told your address does not exist and to feel you werent being heard despite providing detailed instructions. We sincerely apologize for the inconvenience and the lack of clear communication youve experienced.
  We can confirm that your address was accurate. However, a formatting issue in our system prevented the driver from locating your home during the first attempt. This has now been corrected, and your parcel has been officially booked by our warehouse for a second delivery attempt. You can expect this attempt within the next 48 hours, and your tracking will update once it is on the way.
  We appreciate your patience as we work to ensure your delivery is completed properly.
  Sincerely,
  UniUni

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23821516
  
  I am rejecting this response because:

  Your reply was sent Sept 5 at 1:30pm, but it is now Sept 9 at 2pm and I have yet to receive the package. It is now more than double your estimated delivery time given in this response. The last tracking update was Sept 4 and says delivery scheduled but does not specify when it is scheduled for. When should I expect this delivery?

  

  Business Response

  Date: 22/09/2025

  Hi ******,
  
  Please update this complaint with this response please.
  We acknowledge your frustration with the address verification issues and understand your concerns about the extended delay in receiving your package.
  We are pleased to confirm that your package was successfully delivered on September 16, 2025, at 14:14:34 as a second delivery attempt.
  We recognize that the initial delivery challenges and communication difficulties you experienced were unacceptable, and we appreciate your patience in providing detailed delivery instructions.
  Your package has now been completed successfully.
  Sincerely, 
  UniUni