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:25/03/2024

  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.

  Rec'd notification email that UniUni delivered a package (Tracking # UUSC000000863297) for me on 03-22-24. It showed a picture where the apparent delivery driver just threw my package on the lobby floor of my high rise apartment building. Hundreds of people walk through this lobby every day. Normal standard operating procedure is for all package and postal delivery services is that they take all packages to the individual apartments to make sure they are properly delivered. When I got home, my parcel was not in the lobby, at my apartment door or left with the apartment office. I tried to send a ticket to UniUni but their website would not work and accept "tickets." I tried calling them and was on hold for over 45 minutes before I was disconnected by UniUni. I tried again to submit a ticket on 03-23-24, but their system was still not operative. I also tried calling again and was on hold for over 30 minutes, before I gave up. I read the UniUni responses gave to recent BBB complaints, and they are mostly form letters, that seem to not mean anything. This is a terrible, terrible delivery company, and needs to be investigated re. their business practices, customer service (or lack thereof) and shoddy delivery procedures.

  

  Business Response

  Date: 02/04/2024

  Good day,

  Thank you for taking the time to share your concerns regarding the delivery of your package with tracking number UUSC000000863297 on March 22, 2024. We sincerely apologize for the distress and inconvenience caused by the manner in which your package was delivered and the subsequent difficulties you encountered in reaching out to our customer service.

  The situation you described, involving the package being left unattended in the lobby of your building, is certainly not in line with our standard operating procedures. We understand the importance of ensuring that packages are delivered securely and responsibly, and it is disheartening to hear that this was not the case for your delivery.

  Please know that we take your feedback seriously, and we are committed to addressing your concerns promptly and thoroughly. Our customer support team will be reaching out to you via email to offer a resolution to your query. We aim to investigate this matter fully and take appropriate steps to prevent such incidents in the future.

  We appreciate your patience as we work to resolve this issue and improve our services. Rest assured, we are dedicated to making this right and restoring your confidence in our company.
  Thank you for bringing this to our attention, and we apologize again for the inconvenience and frustration you have experienced.

  Warm regards,

  UniUni

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 21477671
  
  I am rejecting this response because:

  No solution was provided.  UniUni never contacted me.  The "response" they gave BBB, is just a form letter they use all the time.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 18/04/2024

  Good day, 

  Thank you for providing us with an update regarding your inquiry.
  

  We have confirmed that a response to your customer support ticket has already been sent. Our team is ready to assist further and will swiftly address any issues as soon as we receive your reply.
  

  Thank you for your patience and cooperation.
  

  Best regards,

  UniUni

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21477671
  
  I am rejecting this response because:

  They offered refund, but I have not received it.

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

  

  Business Response

  Date: 24/04/2024

  Good day,
  Thank you for your patience. We have successfully verified your refund details and have escalated the matter to our Finance Team. You can expect to receive your refund within the next 24 hours. We sincerely apologize for any inconvenience caused by the delay.
  Thank you once again for your understanding.
  Best regards,
  UniUni

• Initial Complaint

  Date:25/03/2024

  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 am writing to address the ongoing issue with the delivery of my package, with tracking number ****************.Initially scheduled to arrive on 3/6/24, the package encountered a setback as it was returned due to a failed delivery attempt. I was informed that it would be automatically redelivered within 2 days. However, the subsequent attempt on 3/9/24 also resulted in a failed delivery.It's pertinent to note that I reside in a building with round-the-clock security and I work from home, ensuring accessibility at all times. Despite these arrangements, UniUni has made no discernible efforts to deliver my package on both occasions.My attempts to resolve this issue through email and phone calls to customer support have been met with limited success. On 3/12/24, after reaching out again, I was instructed to schedule another delivery, with assurances of receiving the package within 7 business days. Disappointingly, this timeframe has elapsed, and the package remains undelivered.Upon perusing other customer complaints, it has become evident that this recurring issue is not isolated to my case. All I seek is the prompt delivery of my package.I kindly request urgent assistance in rectifying this matter and ensuring the successful delivery of my package at the earliest convenience.

  

  Business Response

  Date: 02/04/2024

  Good day,

  Thank you for reaching out and providing detailed feedback regarding your delivery experience with tracking number ****************. We genuinely apologize for the inconvenience caused by the delays and the issues in our delivery process.

  We are committed to rectifying this situation. I'm pleased to inform you that your second delivery has been successfully scheduled. You can expect to receive your package by Friday, April 5th. We are taking extra measures to ensure that this delivery meets our standard of excellence and reaches you without further delay.

  Your presence at your residence and the round-the-clock security at your building have been duly noted and communicated to our delivery team. We are closely monitoring this situation to ensure successful delivery.

  We deeply appreciate your patience and understanding in this matter. If there are any changes or specific instructions you wish to provide for the delivery, please do not hesitate to reach out to us. Your satisfaction is our top priority.

  Thank you for choosing UniUni, and we look forward to serving you better in the future.

  Warm regards,

  UniUni

  Customer Answer

  Date: 06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I still have not received my package. There was no delivery attempt on the date as promised.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 18/04/2024

  Good day, 

  Thank you for reaching out to us.
  

  We have confirmed that your parcel has been returned to the vendor. We kindly ask that you contact your vendor regarding a replacement or refund. We sincerely apologize for any inconvenience caused by our inability to deliver your parcel.
  

  Should you have any further questions or need assistance, please do not hesitate to contact us.
  

  Thank you for your understanding.
  

  Warm regards,

  UniUni

• Initial Complaint

  Date:21/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a package to be delivered from UniUni, however, I work and go to school full time and cannot be home during the day for delivery, and my apartment building is locked to outsiders and in a densely populated area, so they cannot deliver while Im not home. As their website states, I have asked to pick it up at their ******** warehouse location as I have also done in the past and they are refusing and have stopped responding. I have never had such a problem trying to get a package from a delivery company - I am only trying to utilize an option the company website specifically states I have and I am now being ignored and refused help. I will never use this company again, but I need this package and would like resolution so I can pick it up, not a single other delivery company does not allow customer pick **** and as the website states there should be no issue with me picking up my order and that is all Im asking to do.

  Customer Answer

  Date: 21/03/2024

  BAUNI000570004938496 is the tracking number and the receipt information is 

  *************************;

  203-**********************;

  R2G 0J7

  the phone number attached to the parcel is ************ however that is not my phone number but the phone number for the senders company.

  thank you!

  

  Business Response

  Date: 04/04/2024

  Good day,

  Thank you for reaching out to us with your concerns. We at UniUni sincerely apologize for the inconvenience and confusion caused by your recent delivery experience. We deeply value your time and understand how important it is to receive your package in a manner that fits your busy schedule.
  We are pleased to let you know that we've arranged for your second delivery, and you should expect it within the next 4 business days.
  We appreciate your patience and understanding. The UniUni team is here to assist you at every step and looks forward to providing a swift and satisfactory resolution.
  Warm regards,

  UniUni

• Initial Complaint

  Date:19/03/2024

  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 carrier company is hold my package and not delivering it. I called the customer service everyday and got different answer each time. Sometime they say they will deliver it and the other time saying the driver having the package and not responding. They saying they will resolve within 24 to 48 hours each time but it has been 5 days and they still saying the same thing to me. The package for now is still with them and they still doing nothing to resolve it. My tracking # is ****************. Please help us to resolve this issue.

  

  Business Response

  Date: 25/03/2024

  Good day,

  Thank you for reaching out and sharing your concerns regarding the delivery of your package. We apologize for the inconvenience and confusion you've experienced. According to our records, your package (Tracking # ****************) was delivered on 2024-03-20 at 14:24:11 to **********************************************************************************.
  Your experience is not reflective of the service standards we strive to uphold. We are committed to resolving this issue for you as quickly as possible. I have escalated this matter to our logistics team for urgent review. To assist us in expediting a resolution, could you please provide any additional details you may have about your interactions?
  We value your business and patience as we work to resolve this matter. Please rest assured that we are doing everything we can to locate your package and ensure its safe delivery.
  Warm regards,

  UniUni

  Customer Answer

  Date: 25/03/2024

  
  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:19/03/2024

  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 would like to inquire about the status of my package. The tracking number is UUS0450989236589. I made a purchase from Temu, a website that I frequently use. This particular order was of utmost importance to me. Unfortunately, I encountered an issue with Uni Uni delivery. The drivers falsely claimed that my address is invalid, which is completely untrue. I received an email asking me to confirm my address, but there was no need for confirmation as my address was entered correctly during the shipping process. But I still confirmed anyway, the address the email wanted me to confirm was the exact address I have in my shipping details! Also its 1 a.m and it still says my package is out for delivery I am particularly furious because I am currently nine months pregnant and had planned to wear the items from this order to my baby shower. Due to the delay, (the lying thieves of delivery drivers they stole my package and just marked it as being undeliverable they do this a lot) I was unable to attend the event, which greatly upset me. I am not seeking a refund, as my primary concern is receiving the items I paid for. I have attached proof that my address is valid, and the emails from Temu telling me to confirm the same address that I put in the shipping details! Which contradicts the false claims made by the delivery drivers. I intend to take legal action against the company to hold someone accountable for this incident. It is unacceptable for them to mishandle my package and make false accusations. The only resolution that will satisfy me is either receiving my package or pursuing a lawsuit. I have documented all my interactions with customer service through recorded phone calls I personally recorded myself, having spoken to them over 20 times. I am prepared to use this evidence in court if necessary. I believe it is essential to address this matter properly and ensure that it does not go unnoticed and I receive my package!.

  

  Business Response

  Date: 25/03/2024

  Good day,

  Firstly, I want to extend our sincerest apologies for the distress and inconvenience you've experienced with your recent order. We understand how important this package is to you, especially given your current circumstances.

  Regarding your order with the tracking number UUS0450989236589, our records indicate that it was successfully delivered on 2024-03-23 at 09:31:02 to the address *************************************************************-530807108-2756. We are concerned to hear about the discrepancies you've encountered with the delivery process, including the claims about your address and the delay in receiving your items.
  Your feedback about the delivery service is taken very seriously. It's distressing to hear that our service did not meet the standards we strive for, and we understand your frustration. We are committed to investigating this matter thoroughly to understand what went wrong and to prevent similar issues in the future.
  To assist in resolving this issue, we would greatly appreciate if you could provide the proof of your valid address and the emails you've received. This information will be crucial in our investigation. Rest assured, we are here to ensure that your concerns are addressed and that a satisfactory resolution is reached.
  We value your decision to choose us for your important purchases and we want to regain your trust. Your willingness to communicate with us is highly appreciated, and we are dedicated to making this right. Please send us a private message with the requested information, and we will take immediate action.
  Thank you for your patience and understanding as we work through this. We hope to resolve this to your satisfaction as soon as possible.
  Warm regards,

  UniUni

• Initial Complaint

  Date:18/03/2024

  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 recently ordered items to be delivered by Uni. I stayed home all day, waiting, no problem. I had to call the delivery driver back which I'll explain. When I called, he barely let me get a word in. He ******** at me continually saying... My # doesn't work in the intercom. Me: No it's long distance. It can't be programmed in. Then he ********.. You never answer your phone. Me: No, I won't answer my phone if I don't know the #. I get prank calls since my last name is spelled ***. Then he ********.. You're never home for delivery. Me: I've been home all day, waiting. Three times I've had deliveries by Uni. Twice I've had to go pick it up elsewhere when I was home, waiting, not notified in a timely manner. Meaning by the time I could get back to the delivery person, they were long gone. This delivery, I had to get this package from another suite in my bldg who I don't even know. So this **** delivery guy gave my package to someone else, he doesn't even know if I know them or not? It's likely I'll never order from **** again thanks totally to this **** delivery driver x 3 & its possible its been the same delivery person too. Unless they get better delivery drivers that is. Thx.

  

  Business Response

  Date: 25/03/2024

  Good day,

  Thank you for bringing this to our attention. We're truly sorry to hear about your recent experience with our delivery service. Ensuring our customers receive their orders efficiently and with courtesy is of utmost importance to us. It's concerning to hear about the behavior of the delivery driver and the inconvenience you've faced, especially considering your efforts to be available for the delivery.
  We take feedback like yours seriously as it helps us improve. Rest assured, we'll address this issue with the delivery team to ensure better service in the future. We value your business and would like to make things right. Could you please send us your tracking number so we can look into this matter further?
  Thank you for your patience and understanding. We hope to have the opportunity to provide you with a much better experience in the future.

  Thank you,

  UniUni

  Customer Answer

  Date: 25/03/2024

  
  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:12/03/2024

  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 clothes from online store in the beginning of February. The shop shipped out the package less than 2 days. I waited for 3 weeks and I got the email saying my package was delayed. I waited another week and contacted the shop. They said they will ****** it. That was beginning of this month. And now I got another email saying my package is delayed!!! No way it keeps happening. I really wish the shop changes the delivery company. ** ** ********* 

  

  Business Response

  Date: 14/03/2024

  Good day, 

  We are sorry to hear that you are having issues with your delivery. 

  Can you please provide us your tracking number as we were unable to find a customer support ticket within our system.

  Thank you,

  UniUni

• Initial Complaint

  Date:08/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a package that was supposed to be delivered over a week ago. One of the delivery attempts, the driver disregarded the notes to leave the package or call. My package was sent back to the warehouse. The customer service email had stated it takes 48 hours to deliver after the package is assigned to a driver, it has been over that. My concern is why does a driver have so many packages that they cannot deliver them in a timely manner. And where are the packages held while out for delivery for multiple days? Does it just stay with the delivery driver, or held at a secure location? It has taken at least a week to get my package, when it should have already been delivered.

  

  Business Response

  Date: 14/03/2024

  Good day, 
  We sincerely apologize for the experience you had with UniUni.
  May we have your tracking number to further investigate. 
  Thank you,
  UniUni

• Initial Complaint

  Date:08/03/2024

  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.

  Ordered something from *****. ***** shipped it to ** in two days flat once it arrived at ***************************. UNI UNI DELIVERY DROPPED THE ***** It sat in customs for three days. ***** tracking stated it cleared customs. Called Uni uni asking them to expedite the package from customs deliver it and update the uni uni system tracking because it wadnt showing as picked up by Uni uni in three days. Once uni uni finally pick it up at ******* facility. Next day out for delivery. 9 hrs waiting no delivery no tracking and once I called the number for an ETA . An AI generated says I'm calling from a private number and hangs up the phone. I am still waiting for an ETA. I need to fly to ** with this package but this uni uni is a nightmare. Even **** from ***** arrived faster than Uni uni who doesnt have competent staff or dispatchers. I'm at a lost for words never had such a terrible experience. ***** did fantastic but one uni uni gets you package forget about anything normal

  

  Business Response

  Date: 14/03/2024

  Good day,
  We appreciate you taking the time to share your experience with UniUni.
  Upon reviewing your customer support ticket, we've confirmed that there wasn't a significant delay with your order. UniUni received your shipping details on March 1st. Subsequently, it cleared Customs on March 6th, 2024, and was successfully delivered on March 7th, 2024. We understand that you may have expected a quicker delivery, and for any inconvenience this may have caused, we sincerely apologize. Please know that your parcel followed a normal delivery schedule without any disruptions. We're genuinely pleased to hear that your parcel was received.
  Thank you for your understanding and continued support.
  Warm regards,
  UniUni

• Initial Complaint

  Date:08/03/2024

  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.

  Ordered an item from ******- package stated "out for delivery" Feb 26- was never delivered. Tracking says unit number missing-we live in a single family house so obviously the delivery driver was not using a proper map. There was no updates and no communication about the delivery error. Feb 26- March 02 there was no updates now tracking as stated "Your package is in transit and will be updated later." When I called they could not even tell me where the parcel is, no updates no calls back. They have had the parcel for 2 weeks.

  Customer Answer

  Date: 08/03/2024

  The business is UNIUNI - its a delivery company I filed the complaint right from there page so I apologize that you didn't have this information.   ************************************************

  

  Business Response

  Date: 14/03/2024

  Good day,

  We sincerely appreciate you sharing your experience with UniUni.
  Upon careful examination of your situation, our team successfully located your customer support ticket. After reviewing the status of your parcel and the interactions between our Customer Support Team and the warehouse, it became evident that there was a delay in reporting your parcel as "Missing". Despite the efforts of our Customer Support Team to update the warehouse regarding your inquiries, there was a gap in communication that resulted in the warehouse not recognizing the parcel as missing until March 6th, 2024. As soon as this discrepancy was identified, our procedure to search and locate your parcel was promptly activated, leading to its successful retrieval and delivery within 24 hours.
  Please accept our sincerest apologies for the inconvenience caused by this delay and the lack of clear communication regarding the issues your parcel encountered. We acknowledge the importance of transparent communication and swift resolution in such situations. Rest assured, we are committed to learning from this example and ensuring that similar escalations are promptly directed to the appropriate team members to expedite the location of parcels in the future.
  Thank you for your patience and understanding.
  Sincerely,
  UniUni

  Customer Answer

  Date: 14/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I just want to note that prior to my call they made no attempt to locate the package for more than 10 days if I have not filed a complaint I would not have received my parcel.
  Sincerely,
  
  *********************